Great Western Bank: Making Life Great

Topic

Access | Alerts  | Device | Enroll | Features | General

Mobile App | Mobile Web | Security | Settings | Text Banking

Access

Is the username and password case sensitive?

Yes, your username and password are case sensitive.

What are the username and password requirements?

Username requirements: 4-12 alphanumeric (abc123) or special characters (~!@$%&*_+), at least one letter, no spaces

Password requirements: 4-8 alphanumeric (abc123) characters, at least one letter, no spaces, no special characters

How do I change my username and/or password?

You can quickly and easily change your Mobile Banking password by selecting the ‘Forgot username or password?’ link on the login page of the Mobile Banking Preference Center which is accessible through Online Banking.

To change your username, you will need to contact your local banker or our Customer Care Center at 1.800.952.2043.

How do I disable Mobile Banking access?

Visit with your local banker to disable Mobile Banking. Or you can call us at 1.800.952.2043.

Do I need to have Online Banking to use Mobile Banking?

Yes, you will need to enroll for Mobile Banking through Online Banking. Don’t have an Online Banking account? Give us a call at 1.800.952.2043.

Do I need to enroll to use Mobile Banking?

Yes, in order to use Mobile Banking you will need to enroll.  You can enroll one of two ways:

• Simply log into your Online Banking account and select Mobile Banking.
• Select the ‘Create an Account’ button on the Mobile App or Mobile Web

Are my Mobile Banking and Online Banking username and password interchangeable?

No. Your username and password for Mobile Banking will not work for Online Banking, and your username and password for Online Banking will not work for Mobile Banking.

Is there a lockout count?

Yes.  After three unsuccessful login attempts to the Mobile Web, Mobile App or Mobile Banking Preference Center, your account will be locked.  This security feature prevents others from trying to gain access to your accounts by guessing your login information.

How do I unlock my Mobile Banking account?

Simply contact your local banker to unlock your account. You can also reach out to us by calling 1.800.952.2043.

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Alerts

What are Mobile Banking alerts?

Mobile Banking alerts let you know when specific actions have happened on your account. Available alerts include:

Alerts can be sent via text message of through the Mobile Web.

I am not receiving text message alerts on my mobile device from Great Western Bank (53390). Why?

Check with your provider to ensure you have the capability to receive messages from a premium short code provider.

I enrolled my phone number and set-up my alerts to be sent by text message, but I am not receiving alerts. Why?

If you have not verified your enrolled phone number, you will not receive text message alerts. Please confirm that you have verified your enrolled phone number.

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Device

Do I need a smartphone to use Mobile Banking?

No, Mobile Banking will work with any mobile device that allows texting or has access to the web.  Smartphones do allow you to have additional functionality and security through the use of downloadable Apps for iPhone®, AndroidTM and Blackberry® devices.

Can I enjoy Mobile Banking on my tablet PC?

Yes! You can experience the Mobile Web or the Mobile App on your tablet PC.

What if I replace my mobile device or upgrade to a new one?

If you simply replace or upgrade your mobile device (and keep the same mobile device phone number) nothing needs to be done. However, if you utilize the mobile app, we recommend you remove our app from your device before you discard it. You will also need to download the app to your new device.

What happens if I change my mobile device phone number?

If you change your mobile device phone number, you will need to remove the old phone number and add the new phone number in the Mobile Banking Preference Center within Online Banking. Don’t have an Online Banking account? Give us a call at 1.800.952.2043.

What happens if I change my mobile device plan?

As long as your mobile device and phone number stay the same, and you have a text or data plan, no action is required.

What information is stored on my mobile device?

No confidential information is stored on your mobile device. However, if you utilize Text Banking, your phone will store the information provided in the text message, i.e. account nicknames, account balances, transaction history, etc. For extra security, you can delete the text messages you receive from us when they are no longer needed.

Helpful tip: Do not use a notepad program or your device’s address book to store your Mobile Banking username or password.

What happens if my mobile device is lost or stolen?

If your mobile device is lost or stolen, you should call your mobile provider to cancel service on the device.  Immediately after contacting your provider, give us a call (1.800.952.2043) so we can remove that phone number from being able to access Mobile Banking.

What if I replace my lost mobile device?

When you contacted us regarding your lost or stolen mobile device, we suspended your mobile device phone number and mobile access. When you receive your replacement device, please contact us so we can reinstate your services. At that time, you will need to re-verify your mobile device phone number again for security reasons.

Can I get a computer virus on my mobile device from Mobile Banking?

No. With Text Banking, the text message cannot be a virus. The Mobile Web and Mobile App employs special security features, including digital signing, to ensure that there has been no tampering with any “pages” sent to or from your mobile device.

I have an iPad and an Android powered smartphone.  Can I have the Mobile App on both devices?

Yes, you can have multiple Mobile Apps registered to your Mobile Banking account.  You can also use the Mobile Web and Text Banking while using the Mobile App.

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Enroll

Do I need to enroll to use Mobile Banking?

Yes, in order to use Mobile Banking you will need to enroll.  You can enroll one of two ways:

• Simply log into your Online Banking account and select Mobile Banking.
• Select the ‘Create an Account’ button on the Mobile App or Mobile Web

Are my Mobile Banking and Online Banking username and password interchangeable?

No. Your username and password for Mobile Banking will not work for Online Banking, and your username and password for Online Banking will not work for Mobile Banking.

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Features

Sometimes there is a ‘P’ in front of my transactions. What does that indicate?

A ‘P’ indicates that the transaction is pending.

How many days’ worth of transaction history can I view in Mobile Banking?

Mobile Banking will display transactions up to 45 days prior to the current date. However, if you conduct a search by amount, date or check number, the history length is expanded.

Will my Mobile Banking show where (i.e. store name) debits or credits are coming from?

Yes the descriptions will be displayed.

When I use Mobile Banking to check the balance on my checking account, it doesn’t reflect the deposit I just made.  Why?

Your Mobile Banking balance reflects collected funds or what we call the ‘current’ balance. Current balance shows your balance as of close of business the night before.  Pending transactions will not be included in the balance displayed.  All balances will be updated on a nightly basis.

Are mobile banking transfers immediate?

Mobile Banking transfers are posted to your account the same day - similar to Online Banking.  Transfers made prior to 7:00 pm CT will process the same business day.  If the transfer is made after 7:00 pm CT it will be processed the next business day. Transfers will not be processed on holidays or weekends.

What do I need to utilize Bill Pay through Mobile Banking?

Bill Pay is a great feature within Mobile Banking. To pay bills from your mobile device, all you need to do is have Online Bill Pay within Online Banking.

Can I add payees through Mobile Banking?

New Bill Pay payees can only be added through Online Bill Pay within Online Banking.

Can I deposit a check on my mobile device through Mobile Banking?

A future enhancement of Mobile Banking will be the option to deposit a check from your mobile device through Mobile Banking.

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General

Who can use Mobile Banking?

Mobile Banking is available to all Great Western Bank customers. It’s designed for those who want to manage their accounts anytime, anywhere through their mobile device.  It’s free¹ , secure, and convenient.  Simply sign into your Online Banking account to enroll in Mobile Banking.  Don’t have an Online Banking account? Give us a call at 1.800.952.2043.

Which accounts are available in Mobile Banking?

All accounts that you have in Online Banking can also be accessed through Mobile Banking.  And for even greater control, you can choose the accounts you want to view.  Listed below are the accounts that you can access:

What does it cost to use Mobile Banking?

Great Western Bank does not charge for Mobile Banking.  Message and data rates may apply based on your individual cell phone plan.  Check with your wireless carrier for your specific plan.

Do I need a specific mobile provider to use Mobile Banking?

No, Mobile Banking is compatible with most major mobile providers.

I’m having problems with Mobile Banking. Who should I contact?

Please contact your local banker with your Mobile Banking questions. You can also reach out to us by calling 1.800.952.2043.

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Mobile App

Is the Mobile App different than the Mobile Web?

Our Mobile Apps are created specifically for iPhone®, AndroidTM and Blackberry® devices. This enables us to provide you with a rich, device-specific experience.

How do I start using the Mobile App?

Before you download the Mobile App to your iPhone®, AndroidTM or Blackberry® device, we ask that you enroll for Mobile Banking in the Mobile Banking Preference Center within Online Banking.
After you’ve successfully enrolled, all you need to do is install the appropriate app on your mobile device to start enjoying Mobile Banking.

Where do I go to download the Mobile App?

On your mobile device, simply visit your app store and search for “Great Western Bank” to install our Mobile Banking app or scan the appropriate code found on the Mobile Banking page.

If I use the Mobile App can I also use Text Banking and the Mobile Web?

Yes! One of the best features of our Mobile Banking solution is that you can use all three options, only two options or just one option – the choice is up to you.

Can I delete the app from my phone?

Yes.  We strongly recommend you delete the Mobile App from your mobile device when you no longer use that mobile device.  All you need to do is visit the app menu on your device and remove the app.  And as an added measure of security, please call us at 1.800.952.2043 so we can disable the device in our system as well.

Can I have multiple GWB apps on one phone?

No.  Our Mobile App has been created to operate only on the device it was created for, i.e. the Android app will only work on Android powered devices.  And if you’re concerned about downloading the app twice, don’t be.  Your mobile device will let you know if the app is already installed on your device.

Can my husband use my app (on my device that I have already signed into) to sign into his mobile banking account?

No.  Our Mobile Banking App only allows for one enrolled user.  If you install the Mobile App on your device, you are the only one that can sign into that app.  But keep in mind, anyone can use the app to search for locations because you do not need to sign-in for that feature.

I have an iPad and an Android powered smartphone.  Can I have the Mobile App on both devices?

Yes, you can have multiple Mobile Apps registered to your Mobile Banking account.  You can also use the Mobile Web and Text Banking while using the Mobile App.

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Mobile Web

How do I start using the Mobile Web?

Before you begin using Mobile Banking through Mobile Web, you will need to enroll for Mobile Banking within Online Banking. Don’t have an Online Banking account? Give us a call at 1.800.952.2043.

Once you’ve enrolled, visit m.MyGWB.com on your mobile device to start your mobile web banking journey. Helpful tip: Bookmark our web address in your mobile web browser for quick access.

Why can’t I get Mobile Banking when I go to GreatWesternBank.com on my mobile device?

Not all mobile browsers will automatically direct users to the mobile banking site.  On your mobile device, please visit m.MyGWB.com and bookmark the page in your mobile browser to quickly and conveniently access Mobile Banking.

If I use the Mobile Web can I also use Text Banking and the Mobile App?

Yes! One of the best features of our Mobile Banking solution is that you can use all three options, only two options or just one option – the choice is up to you.

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Security

Is Mobile Banking secure?

Yes.  Security is very important at Great Western Bank We have implemented a mobile banking solution with a security strategy in mind.  One of the main security features requires you to enter your Username and Password each time you access Mobile Banking when using the Mobile Web or Mobile App.  If using Mobile Web we recommend that you close the browser after each mobile banking session.

Since you can pretty much have your mobile device with you wherever you go, you can create Mobile Alerts to notify you of activity on your account, anytime, anywhere.  This security feature can alert you to suspicious activity on your account.
Similar to Online Banking, full account numbers are never displayed. Instead, accounts are assigned nicknames which you can edit through the Mobile Banking Preference Center within Online Banking.

For more information, please refer to our Online Banking Agreement and Online & Mobile Banking Security Procedures documents.

What information is stored on my mobile device?

No confidential information is stored on your mobile device. However, if you utilize Text Banking, your phone will store the information provided in the text message, i.e. account nicknames, account balances, transaction history, etc. For extra security, you can delete the text messages you receive from us when they are no longer needed.

Helpful tip: Do not use a notepad program or your device’s address book to store your Mobile Banking username or password.

What happens if my mobile device is lost or stolen?

If your mobile device is lost or stolen, you should call your mobile provider to cancel service on the device.  Immediately after contacting your provider, give us a call (1.800.952.2043) so we can remove that phone number from being able to access Mobile Banking.

What if I replace my lost mobile device?

When you contacted us regarding your lost or stolen mobile device, we suspended your mobile device phone number and mobile access. When you receive your replacement device, please contact us so we can reinstate your services. At that time, you will need to re-verify your mobile device phone number again for security reasons.

Can I get a computer virus from Mobile Banking?

No. With Text Banking, the text message cannot be a virus. The Mobile Web and Mobile App employs special security features, including digital signing, to ensure that there has been no tampering with any “pages” sent to or from your mobile device.

Is there a lockout count?

Yes.  After three unsuccessful login attempts to the Mobile Web, Mobile App or Mobile Banking Preference Center, your account will be locked.  This security feature prevents others from trying to gain access to your accounts by guessing your login information.

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Settings

What are Mobile Banking preferences and how can I edit them?

Preferences for Mobile Banking allow you to customize how your account information appears on your mobile device.  You can:

• Enable or disable accounts
• Specify the default account
• Create and revise nicknames for accounts
• Enable or disable Bill Pay payees
• Create and revise nicknames for Bill Pay payees
• Add and remove phone numbers assigned to your account
• Configure alerts
• Establish Do Not Disturb (DND) Settings

You will need to edit your preferences in the Mobile Banking Preference Center which you can access within Online Banking.

Why don’t I see all of my accounts in Mobile Banking?

If you don’t see all of your accounts, you will need to adjust your account settings.   Log into the Mobile Banking Preference Center within Online Banking and select the Accounts tab to manage your accounts.

Is Mobile Banking offered in any other languages?

At this time, the only language available is English.

Why have nicknames been created for my accounts and how can I change them?

Nicknames have been created for your accounts for security reasons. We also utilize nicknames so it is easier to identity your accounts and use Text Banking. It’s a whole lot easier and quicker to enter the text “BAL CHK1” instead of “BAL JOHNS VACATION CHECKING ACCOUNT”.

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Text Banking

How do I start using Text Banking?

To begin using our Text Banking solution, simply login to Online Banking and enroll for Mobile Banking in the Mobile Banking Preference Center. Don’t have an Online Banking account? Give us a call at 1.800.952.2043.

I am not receiving text messages on my mobile device from Great Western Bank (53390). Why?

Check with your provider to ensure you have the capability to receive messages from a premium short code provider.

How do I start using Text Banking?

To begin using our Text Banking solution, simply login to Online Banking and enroll for Mobile Banking in the Mobile Banking Preference Center. Don’t have an Online Banking account? Give us a call at 1.800.952.2043.

Are text commands case sensitive?

No, text commands will be recognized in either lowercase or uppercase.

If I use Text Banking can I also use the Mobile Web and the Mobile App?

Yes! One of the best features of our Mobile Banking solution is that you can use all three options, only two options or just one option – the choice is up to you.

What are the Text Banking commands?

Text Banking commands are what you use to conduct Mobile Banking via Text Banking. View the Text Banking User Guide for a list of commands.

What is a short code?

A short code is a special telephone number, significantly shorter than a full telephone number that can be used to address text messages.  The short code for Great Western Bank is 53390.

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