Frequently Asked Questions

We collected some of our most frequently asked customer service and technical questions to help you resolve potential problems and get your questions answered as quickly as possible. Topics include: Great Western ebanking, online banking, mobile banking, Bill Pay, online statements, Xpress™ 24-Hour Phone Banking and External Transfers.

Great Western ebanking

Great Western ebanking is a digital banking platform that provides you with a safe and convenient way to do your banking. Access your accounts online or on the go with the Great Western ebanking mobile app.

With Great Western ebanking, you can view account information, transfer funds, pay bills, deposit checks and more. You can also view statements and set up text alerts. Access your accounts from your device of choice with the Great Western ebanking mobile app.

Great Western ebanking is very safe. We’ve taken every step to meet the latest security standards, including using the most up-to-date encryption methods, software and firewalls. In addition, your actual account number is not sent across the Internet.

Great Western ebanking online and mobile banking as well as bill pay and mobile check deposit are all free with any Great Western Bank account.

Great Western ebanking is available within one business day or less upon receipt of your signed application. Self-enroll by clicking Sign Up within the Account Access box located on the Great Western Bank homepage. You will then be directed to the Secure Sign Up form. Need assistance signing up? Contact us at 1-800-952-2043.

All deposits made at a branch and transfers completed in person or via online banking will immediately be reflected in your account balances. For example, if you make a deposit at a branch and then access your account online, the balance will include the deposit you just made.

Mobile deposits will post one business day after you receive email confirmation of the deposit.

  • For example, a deposit made prior to 5:00 p.m. CT today will be confirmed today and funds available tomorrow.

Any mobile check deposit made after 5:00 p.m. CT will be processed on the next business day and you will receive an email confirmation at that time. The deposit will be processed that evening and funds will show available in your account the following day.

  • For example, if you make a mobile deposit at 6:00 p.m. CT on Wednesday, you will receive the email notification on Thursday and the funds will show in your account at the opening of business on Friday.

Addresses currently cannot be updated within Great Western ebanking. To update your address, please visit a branch location to speak with a personal banker or call 1-800-952-2043. 

Username: Must be at least six characters in length, must contain at least one letter. Can contain letters, numbers and the following special characters: @$*_-=.!~

Password: Must be between 6 and 32 characters in length. Must contain at least two of the three following: Letters, numbers and any special character. Password is case sensitive and expires after 365 days.

No. Each individual will need to set up their own login credentials.

No, the same username and password are used for both online and mobile banking. 

Yes. You can access demos of the new system, as well as additional information, by visiting www.GreatWesternBank.com/personal/ebanking.

Yes. You can grant additional users access to your Great Western ebanking accounts online without sharing your login credentials by following the step-by-step instructions outlined below. For more information, including a detailed explanation of what sub users can and cannot access, please contact your local banker.

Step 1: Log in to Great Western ebanking. Under the Additional Services dropdown menu, select Share Access with Others.
Step 2: Within the Share Account Access screen, fill in the requested information.

  • The phone number and email address entered will be used to send the sub user(s) their one time passcode upon their initial log in.
  • Account holders can grant full access to sub user(s) by clicking 'Grant full access to all accounts.'
  • Individual limits and permissions
    • View only: View balances; view and print check images; view, print and export history
    • Make internal transfers: Sub user(s) must have access to at least two accounts; can transfer both ‘To’ and ‘From’ these accounts
    • Make bill payments: Transaction approval limit (for each account) is required when granting access to bill pay

Step 3: Two emails are sent when sub user(s) are added.

  • One email is sent to the account holder confirming the addition of the sub user(s).
  • Another email is sent to the sub user(s) with instructions on how to log in. The sub user(s) will be required to submit the verification code, review the terms and conditions, and change their password prior to gaining access to Great Western ebanking.

No. To grant access to online statements, you will need to add the sub user as an additional recipient for online statements within the Online Statements section located in the Additional Services dropdown menu.  The sub user will then receive an email with a PDF attachment that they can access with the username and password that you (the primary) have provided to them.

Online Banking

You’ll access Great Western ebanking online banking right here on our website. Sign in using the Account Access box located on the homepage.

Please click here to view the most current list of supported Internet browsers.

The reason you may be experiencing this issue is your browser is not set to store cookies from our online banking website. Once you enter the security code, a cookie placed on your computer to allow the system to remember you. You must allow cookies with your settings on your computer to avoid this information from being deleted each time you close your browser.

Yes. Currently, check payments can be stopped online. To stop a check payment, select Stop Check Payments from the Additional Services dropdown menu within online banking. Please note: automatic payments cannot be stopped through online banking. To request other stop payments, please visit your local branch or call 1-800-952-2043.

Transfers can be made from a HSA account within online banking.  If you need to transfer to the HSA account, please visit a branch location to complete this transaction.

Mobile Banking

The cutoff time for mobile check deposit is 5:00 P.M. CT. If a deposit is submitted after this time, it will be processed the following business day.

The following items are not accepted through the mobile check deposit feature:

  • Third party checks
  • Cashier's checks
  • Traveler's checks
  • Money orders

There are a variety of reasons that mobile banking deposits can be rejected, such as:

  • Not properly endorsed
  • Check over per check limit of $2000 
  • Check is a Government, State or Money Order
  • Payee of the check doesn’t match the account being deposited
  • Not in the green frame
  • Picture taken at angle
  • MICR data illegible
  • Shadow on check
  • Out of focus
  • Check is same color as background
  • Check Stub is attached
  • Low lighting

To access your accounts within mobile banking, download the Great Western ebanking app available through the App Store®, on Google Play™ or at the Amazon Appstore.

Yes. The maximum deposit amount per day is $2,500 and the maximum deposit amount in any 30-day period is $10,000. There is no limit to the number of checks that can be deposited.

Bill Pay

To avoid the hassle of writing checks every month, sign up for bill pay through Great Western ebanking online banking. Navigate to the Bill Tab tab and follow the steps. Once signed up, bills can also be paid through the Great Western ebanking mobile app.

You can pay anyone in the United States that you would normally pay by check or automatic debit. Even if you don't receive bills from the company or person you want to pay, you can still add the information used to make payments. 

To add a new payee type the name of the person or company in the “Need to pay someone new?” field at the top of the main bill pay page and click Add.

Fill out the form, click the Add Payee button and you are ready to make a payment.

Note: If you don't have any payees set up, or just a few, we will suggest some common payees at the bottom of the page. If you see your payee there, click their name to begin the add payee process.

When adding a payee (or trying to edit your payee later), don't be alarmed if we do not ask you for an address to which to send your payment. This just means that we have a relationship with this payee where we either pay them electronically, or the payee asked us to send payments to an address that might not match the address they give you on your bill.

When paying a company, bill pay sends the payment electronically whenever possible. If the company cannot receive electronic payments, bill pay prints a check and sends it to the address provided when the payee is added. Payments to persons are handled a bit differently in that they are remitted by check when using the bill pay service. You will need to allow adequate time for the person to receive the check depending on where he or she is located in the U.S. They payment is deducted from your account when the check is cashed.

The answer depends on a few factors:

Electronic payments: If we make your payment electronically, your account is debited on the due date you selected.

Check payments: The funds will be debited from your account when the payee receives and negotiates the check. We send out the check up to five (5) days before your due date. Please make sure you have available funds in your account at least four (4) days prior to your selected due date as the funds can clear as soon as your payee receives the check.

Note: To determine if a payment will be paid electronically or by check, locate the payment in the “Scheduled payments” section of the main page and click the edit icon. How a payment is scheduled to be made, electronic or check, will display in the pop-up box next to “Type.” 

An eBill is an electronic copy of your paper bill that you can view anytime from within the bill pay service.

eBills are a secure and convenient way to keep all of your bills in one place. You will be notified when an eBill arrives and when it is due so you never have a late payment.

The last 24 months of payment history and eBills are available online for you to view. If for some reason you need payment information dating back past 24 months, give us a call at 1-800-952-2043 and we will help you retrieve that information.

Many types of notifications are available to alert you via email or by text message to keep you informed and up to date regarding your payments. To get started, log in to Great Western ebanking online and select Text Banking & Alerts from the Additional Services dropdown menu. From there you can review the options available and select how you would like to receive the notification. 

You can change your email address by clicking on the My Settings link in the header of the main bill pay page.

Bill pay checks will expire/void after 90 days.

A picture of a lightning bolt will indicate an electronic payment and a picture of a check will indicate a check payment.

Yes. Within the Bill Pay section, find the payee, select "Options," then select "Delete it" at the bottom left corner of the payee.

Yes. Within the Bill Pay section, locate the scheduled payment to the right of the screen and select “edit” or the yellow pencil image.  You can change the date, amount, pay from account or add a memo.

There will be circular arrows located to the left of the payee to indicate a recurring payment.

A payment before 3:00 P.M. CT electronically will process in 1 business day.
A payment after 3:00 P.M. CT electronically will process in 2 business days.
A payment before 3:00 P.M. CT by check will process in 3 business days.
A payment after 3:00 P.M. CT by check will process in 4-5 business days.

Due to legal requirements, we limit the ability to make certain types of payments. Payments to payees outside of the United States are prohibited and may not be issued under any circumstances. In addition, the following payments are discouraged, but may be scheduled at your own risk:

- tax payments to the Internal Revenue Service or any state or other government agency
- court-ordered payments, such as alimony or child support
- payments to insurance companies

Yes. The limits are as follows: the maximum amount per payment is $9,999.99 and the maximum payment amount per day is $19,999.99. There is no limit to the number of payments that can be made.

Online statements

An online statement is an electronic version of your regular paper statement. There is no charge for online statements.

To view your statements, click on Online Statements located under the Additional Services tab within Great Western ebanking online. Select your identification number from dropdown menu and click Continue. If you are not yet enrolled in online statements, you can sign up within the Online Statements option under Additional Services to begin to receive all of your statements electronically going forward.

An email will be delivered to your designated email address notifying you when your statement is available. The subject line will contain the security phrase of your choice. To view your statements, click on Online Statements located under the Additional Services tab within Great Western ebanking online. Select the identification number from the dropdown menu to access online statements. If you are not yet enrolled in online statements, you can sign up within the Online Statements option under Additional Services to begin to receive all of your statements electronically.

You may print or save your statements for your records.

If you are not yet enrolled in online statements, you can sign up within Great Western ebanking online banking. Select the Online Statements option under Additional Services to sign up and begin to receive all of your statements electronically.

You will receive a paper statement for one statement cycle after signing up for Online Statements.

Security is one of the many benefits of online statements. Great Western Bank is always concerned about the security of your information.  We employ up-to-date security precautions and technology. With online banking, you are the only person who can access your statements. Online statements will also eliminate the possibility of statements being lost or tampered with in the mail.

As soon as your online statement is available, you will be notified via email. Depending upon mail time, you will receive your online statement one to three days sooner than your paper statement.

Yes. Click the Additional Recipients section within Online Statements and enter the username, email address, and Access PIN of the recipient. Once you’ve added an additional recipient, you can edit the information, assign documents sent to the additional email address, and even delete the recipient if necessary. 

You will receive online statements only for the accounts that you select within the Documents and Settings section of Online Statements. For added convenience combine all of your accounts onto a single monthly statement. 

You can view, print or save the statements to your computer for future reference.

Yes, your online statement will look exactly like your regular paper statement. 

Statements will be stored for 580 days.

Contact your Personal Banker to verify your email address. Your online statement will still be available within online banking within the Online Statements section located under the Additional Services tab.

Log in to online banking and click on the Online Statements tab, then click on the Email Settings section to enter your new email address. 

No, once you are enrolled to receive online statements, you will no longer receive paper notices in the mail.

Yes, you can cancel online statements and go back to receiving paper statements if you choose. If you do, your online statement history will not be accessible. Simply uncheck the boxes within the Documents and Settings section of Online Statements.

 

Yes, end-of-year statements such as the IRA Fair Market Value and IRS forms, 1099 and 1098 will be mailed to the address listed on your account before January 31st.  Form 5498 will be mailed prior to April 30th.

Your online statement is an exact copy of the paper statement forms, including the statement reconciliation page. You may consider using the Reconciliation Wizard in Online Statements to ensure that your recordings match those of the bank and that there are no mistakes on either side. You should reconcile your account whenever you receive a statement. Enter your last statement balance and add recent deposits not included on the last statement. Next, add outstanding checks by entering the date, check number and amount. The final screen displays the balance; you can print for your records. If you discover a discrepancy, please contact your Personal Banker.

Unfortunately two signors are unable to be registered for online statements on the same Great Western ebanking account.  The enrolled owner may grant additional recipients access to online statements through online banking.

Xpress 24-Hour Phone Banking

The great thing about Xpress™ 24-Hour Phone Banking is that you can call from anywhere. All you need is a phone, your account number and your PIN. You can find out account balances and transactions, check the status of your loan, find out when your CD matures and much more!

1-866-My-GWbank (1-866-694-9226)

External Transfers

With Great Western ebanking, you can make two types of external transfers: transfers between your accounts and to/from other people. Transfers between your accounts can be completed through online banking between accounts you have with us and those you have at other financial institutions. Send or request money to and from other people using Popmoney, available through both online and mobile banking.

To access External Transfers within online banking, select External Transfers from the Move Money dropdown menu. Then, select Transfer Between My Accounts or Pay Other People. The Pay Other People (Popmoney) option is also available through the Great Western ebanking mobile app on the More tab. Click on Popmoney to get started!

There are no fees associated with the service when money is sent to Great Western Bank via Standard Delivery (3 business days). There is a $3 fee for money transferred to an account outside of the Bank via Standard Delivery. The fee for Express Delivery (next business day) is $10 for both money sent to and from Great Western Bank. Fees are presented at the time a transaction is scheduled. 

Yes. For your protection, limits have been created on how much and how often funds can be transferred between your accounts with us and at other financial institutions during various time periods. A full list of limits is displayed at the time a transaction is scheduled.

Number of transaction daily limits: 15
Number of transaction monthly limits: 30
Minimum transaction amount: $10

Using the Transfer Between My Accounts tool within Great Western ebanking online banking, you will first need to enter your account information for your outside account(s). To do so, click Add a New Account and follow the prompts. After you have entered your account information, you can transfer money to or from your outside accounts choosing the amount and date you would like the funds transferred. Recurring transfers can also be set up at various frequencies.

Qualifications exist for Express Delivery (next business day) for your protection:
Express Delivery Out:

  • A minimum of $750 must be in your account after the transfer executes to qualify for this service.

Express Delivery In:

  • A minimum of $500 (single or cumulative transfers) must be transferred via Standard Delivery prior to qualifying for Express Delivery.
  • Eligibility for Express Delivery begins 60 days after $500 has been transferred via Standard Delivery through this service.

Popmoney is an innovative payment service that eliminates the hassles of checks and cash. Now, sending and receiving money is as easy as emailing and texting. 

Popmoney is easy and convenient for you and the people you send money to... they can simply receive the money into their bank account online, saving them a trip to the bank.
Use Popmoney to:
Send money to your child at college
Send a gift to family and friends
Pay back friends for that fun outing
Pay your babysitter or your lawn care service
Pay rent to your landlord or roommates

After you enter your account information, you can send or request money from your contacts. They will be notified by email or text message that you wish to send money or are requesting money from them. You and your contacts will never need to exchange financial account information.

Sending Money
To send money, log in to Great Western ebanking and select External Transfers from the Move Money dropdown menu. Follow the steps to send money to anyone using his/her email address, mobile number or bank account information. You will be notified when the transaction is completed.

Receiving Money
You will receive an email or text message informing you that someone sent you money. Log in to Great Western ebanking to approve the transaction.

No, your bank account information will not be shared with the recipient. Your recipient will see your first name, last name, and the message you wrote for the payment; if you sent the payment to your contact's email address, your recipient will also see your email address. Similarly, you won't be able to see your recipient's bank account information.

Verification of your email address and phone number is required for security reasons. Entering the correct verification codes ensures that you have access to your email and phone. You may also be asked to verify your mobile phone in the future to send and receive payments.

You can send or receive money from someone using his/her:

Email address: your contact will receive an email with instructions on how to direct the payment into his or her bank account or how to pay the request.

Mobile number: a text message will be sent to the recipient on your behalf with instructions on how to direct the payment into his or her bank account or how to pay the request. If the recipient does not respond to the payment notification after 3 days, a reminder text message will be sent on your behalf to the recipient reminding them to act on the payment notification. You may want to tell your contact that standard Message and Data rates may apply.

Bank account information (routing and account number): the money will be directly deposited into your contact's bank account. You will also have the option to send the contact an email.

There are no fees associated with the service when money is sent via Standard Delivery (3 business days). The fee for Express Delivery (next business day) is $10. Fees are presented at the time a transaction is scheduled. 

The timing to receive the funds depends on the type of account used to make the payment. The delivery speed will be displayed when you schedule the payment. It could take additional time if your contact has not used Popmoney or will have to log in and accept the payment.
If you are sending the payment notification through email and your contact wants to collect the funds into their account, s/he must provide his/her account information by 10 PM Pacific Time in order to receive the funds the next business day.

Yes. For your protection, limits have been created on how much money and how many payments can be sent during various time periods. A full list of limits is displayed at the time a transaction is scheduled.

Number of transaction daily limits: 15
Number of transaction monthly limits: 30
Minimum transaction amount: $10

No. Fee will be deducted only If you receive a payment. No fee will be charged if the request is not paid.

No, currently you can only use Popmoney to send money within the United States. If you send a payment to your contact's email or mobile device, your contact will be required to provide a US bank account to receive the funds. Otherwise, the payment cannot be processed and the funds will be returned to your bank account.

Yes, a payment may be cancelled any time before or on the send date. Your contact will be notified if you cancel a payment after a payment notification has been sent.

Qualifications exist for Express Delivery (next business day) for your protection:

  • A minimum of $500 (single or cumulative transfers) must be transferred via Standard Delivery prior to qualifying for Express Delivery.
  • Eligibility for Express Delivery begins 60 days after $500 has been transferred via Standard Delivery through this service.