Digital Banking Upgrade FAQs

Digital Banking - Upgrade Q&As

Will the current systems be accessible during the upgrade? 

No, please review our expected system downtimes.

Will this upgrade affect the Mobile Banking app?

Yes, we will be launching a NEW Mobile Banking app as part of the upgrade that allows both personal and business account holders to access their accounts from one easy-to-use app. This will be available for download on November 5. 

How do I access the new Mobile Banking app? 

To download the new app, you can search for GNB Mobile Banking in your device's app store. Once the new system is live, our current apps will no longer be available and can be deleted.

What if I don’t know my Username or Password?

If you are unsure of your Username, please contact us at 800-545-0172 for assistance. 

If you are unsure of your Password, you can easily reset it by selecting “Forgot Password” from the respective login screen and following the on-screen prompts. 

Personal Online Banking Q&As

Will my personal online banking login change?

No. Once the new system is live, you will be able to log in using your existing Username and Password. Upon your first login, you will have the option to select a text or phone call with a one-time passcode to verify your identity. You will simply enter this passcode into the system and submit to securely log in.

Do I need to take any immediate action prior to the upgrade?

Yes! It is very important that we have your current phone number and email address on file. Please review and update this information within your Personal Online Banking Profile as soon as possible to ensure a smooth first-time login. 

Are any of my personal account details not being transferred to the new system? 

Your card controls and external transfers will NOT transfer to the new system. You will need to make note of or save this information for your records prior to November 5.  

Will the current names on my accounts transfer to the new system?

No. You will have to nickname your accounts on the new system.

What action items should I consider post-upgrade? 

You will need to set up your new external transfers and card controls in the New Mobile Banking app. These settings from the current system will not transfer.  

Please note, while your recurring internal transfers will be available within the new system, if you would like to make edits to these, you will need to set up the transfer again and delete the old one once the new system is live. 

In addition, please be sure to review your account details carefully to ensure everything transferred correctly. Pay close attention to your Bill Pay payee information, scheduled payments, and internal transfers prior to scheduling any new transfers or payments. 

Business Online (eCorp) Banking Q&As

(Specific FAQs for eCorp customers in regards to ACH, Business Remote Deposit, and Positive Pay have been delivered to users)

Will I use the same hard token?

Yes. With the upcoming release, both username and password are required along with the token to access the new system. To reset your password, select the “forgot password” option on the login screen then follow the token enablement steps.

Will I have ability to use the Mobile App?

Yes, you can download the GNB Mobile Banking App on your phone.

What changes will I see in the new online banking?

An improved navigation and user-friendly interface that works across mobile and web versions, better fraud/security controls, card controls on both mobile and web versions, and the ability to manage personal and business accounts in one place.

Do I need to update my contact information?

Absolutely! You will want to ensure your mobile phone is up to date to receive the one-time passcode for multi-factor authentication. You can call your bank location to confirm your phone number is up to date in the current system.

Will my scheduled recurring internal transfers in online banking (not bill pay) carry over to the new system?

No. You will need to set up any recurring internal transfers again on the new online banking. We suggest that you review and write down what your current recurring internal transfers are so that you can add them to the new online banking.

Will my transaction history transfer over? 

Yes. 

Will my bank statements transfer over?

Yes. The most recent 18 months of statements will be available. 

Will I be able to access my business accounts on the Mobile Banking app?

Yes! You will now be able to access your accounts through the Mobile Banking app. Please go to your app store, after November 5, and download the GNB Mobile Banking App. 

What if I need to access my Online Banking during the scheduled downtime?

Business Online Banking will not be available during the scheduled downtime. If you have a balance request or to make a transfer, contact your location or Deb at 515-644-4342 for assistance.

When will I be able to access the new Online Banking portal?

November 5 after 12:00 PM.

Will my Bill Pay account transfer?

It depends. If you have Bill Pay set up for multiple businesses, not all the businesses’ history may come over. We highly recommend before November 5 that you document all of your past Bill Pay history including payee information, account numbers, recurrings, etc. Please call Deb at 515-644-4342 and ask for operations if you have current questions regarding your Bill Pay.

Will I still be able to see all of my accounts that I am able to see in the current online banking?

Yes. Your current access, including viewing and transacting on accounts, will migrate over to the new system.

Will my notification alert settings transfer over?

Yes. Your notification alerts that you currently have set-up will transfer over. We do suggest that you document what your current notifications are and compare after go-live date (Nov. 5).

Will there be new ways to search for transactions?

Yes. In the new online banking, you can search by words/description, not just the dollar amount and check number, making it easy to find debit card transactions.

Will the current names on my accounts transfer to the new system?

No. You will have to nickname your accounts on the new system. 

Who do I contact with questions?

Deb Willms
deborah.willms@gnbbank.com  or  515-644-4342