ONLINE ACCESS AND LOGGING IN
What is in the digital banking system?
We think you will enjoy the convenience of:
- Single sign-on for online and mobile banking
- Consistency across all devices
- Logging in with two-factor authentication (2FA)
- Adding notes, tags, and pictures to your transactions
- Manage GSB debit cards
Plus, check out our new mobile app
- Easier access to all accounts, debit cards, and chat
- Manage external transfers, mortgages, and multiple account profiles
Do I need to re-enroll in digital banking on the new system?
There is no need to enroll in digital banking if you have previously enrolled in online banking with GSB. Log in with your existing online banking credentials on either the digital banking website or the new mobile banking app. If you are having trouble logging in, you can reset your password to recover access to your account.
If you have not previously used online banking, then you will have to go through the enrollment process.
How do I log out of digital banking?
Online: When accessing on a browser, click on your name at the top right-hand corner of the screen and select “Sign Out”. You will be taken to our website homepage and your session will be closed.
Mobile: In the mobile app, closing the app or opening another app will automatically log you out.
I can’t remember my username or password
You can recover your account by going through the Forgot Password?
How do I log in to digital banking?
Visit www.grandsavingsbank.com
- Click the Log In button or your GSB app (available at Google Play or Apple store to download now)
- Enter your username and password
- Enter the one-time access code sent to your phone
- Read Terms & Conditions and click Accept
- You are in
How do I access digital banking?
You can access digital banking and your account on a desktop, laptop, mobile phone, or other internet-accessible devices. Simply log in with your existing online banking credentials to both online and mobile banking. There are two access points:
1) Visit our website at www.grandsavingsbank.com and click Log In to get started
2) Download the NEW mobile banking app from the Google Play or Apple Store
Note: You will not be able to access the website via old bookmarks or the previous Grand Savings Bank mobile banking app.
Which Internet browsers can I use to access my accounts online?
Recommended browsers (current major release):
- Microsoft Edge
- Firefox
- Safari
- Chrome
Note: Microsoft no longer supports Internet Explorer versions older than 11.0, and security updates are not available. Please download one of the browsers listed above.
Safari versions below 10.1.2 are not compatible with the initial log in process. To complete the initial log in process, upgrade to the latest version of Safari, or using Chrome or Firefox.
The following types of browsers and tools are not recommended for use with digital banking:
- Beta versions
- Embedded browsers within Personal or Commercial Financial Management Software
When I log into digital banking, do I need to get a confirmation code every time I log in?
No. Check the “Don’t ask for codes again on this computer” box if you do not want to receive a confirmation code or phone call each time you log in. If you prefer to input a confirmation code with each use, you can leave the box unchecked.
Note: If you ever want to remove a device and reset your security settings, you can change them in settings once logged in to digital banking.
What is 2-Factor Authentication (2FA) and why is it used by the digital banking system?
Two-Factor Authentication is a security measure that allows you to request a one-time access code to log in to digital banking. The code enhances the security by creating an added layer on top of your unique username and password. This security process helps to verify you and better protect your credentials and the accounts you can access.
Why am I getting the digital banking error: “Your account needs attention”?
This error is present during the login process and typically means that your account has been locked. This can happen for a variety of reasons but is easily resolved. Please contact us via phone or chat for assistance unlocking your account.
Phone: 800.460.2070
Why am I getting the digital banking error: “Please verify your information and try again”?
This error is present during the login process and typically means that your credentials didn’t match our records. Try entering your credentials one more time. If the error persists, please contact us via phone or chat for further assistance. Contact us at 800.460.2070.
Why am I getting the digital banking error: “Oops: The information you provided doesn’t match what we have on file.”?
This error is present during the login process and typically means that your account information does not match our records. Please contact us via phone or chat to confirm we have the correct phone number and username on record. Contact us at 800.460.2070.
What are the digital banking username and password requirements?
To help ensure the safety of your personal information online, create unique IDs and passwords so that they cannot be easily guessed and never share them with anyone. The requirements for log on credentials are as follows:
Digital Banking ID:
- Must be 6-12 characters in length
- Must start with a letter
- Can contain both numbers and letters
Digital Banking Password:
- Must be 6-10 characters in length
- Must contain at least one letter
- Must contain at least one number OR one special character
- Cannot use the same character more than 4 times
- Must contain at least 3 new characters different from prior password
- Cannot be a prior password
- Allowable special characters: !”#$%&()+,-/;<=>?[\]^_`{|}*’
When I log in to digital banking using my computer, do I need to get a confirmation code every time I log in?
You may check the “Don’t ask for codes again on this computer” box if you do not want to receive a confirmation code phone call or text each time you log in. In the Mobile Banking app, you can bypass the password prompt by setting up a fingerprint (or other biometric) sign-in or 4-digit security code. We do not recommend having your browser save your password.
What browsers are supported for digital banking?
Digital Banking only supports the latest versions of Microsoft Edge™, Google Chrome™, Apple® Safari®, and Mozilla® Firefox®. Please make sure to keep your browsers up-to-date to ensure safe browsing and uninterrupted access to digital banking.
I’m not able to log in to online banking when I click on the login button
You need to clear your cache in Chrome to remove all cookies. If you need further assistance please contact us at 800.460.2070.
Can I use an email for two-factor authentication?
An email and a phone number are required for the two-step authentication. The phone number must match our records for the additional security layer to work correctly.
How can I log in to digital banking if I can’t get a verification code through text message?
Two-Factor Authentication (2FA) uses a unique one-time access code to verify identity and log on to digital banking. If you are unable to receive text (SMS) messages, you can choose to receive your access code via a phone call.
- On the verification code screen click Try Another Way located beneath the Verify button
- Select Phone Call and click Next
- You will receive an automated phone call that will provide your access code (Have a pen and paper ready)
- Return to the verification code screen
- Enter your access code and click Verify
If you are still having trouble, contact the Grand Savings Bank Customer Care Center to ensure we have the correct phone number on file.
Why am I getting the digital banking error: “Incorrect phone number”?
This error is present during the enrollment process and means that the phone number you entered does not match the phone number we have on file. If you have an alternative phone number, you can try again. If you would like to update your phone number in our system or need other assistance, please contact us at 800.460.2070.
How do I change my username or password in digital banking?
You can change your username or password at any time in digital banking.
To change username:
- Log in
- Select your username icon in the top right corner or menu in mobile banking
- Select Settings and then select Security option on the left side menu
- In the Username field select Edit
- Enter your current password when prompted
- Change your username and select Save
To change password:
- Log in
- Select your username icon in the top right corner or menu in mobile banking
- Select Settings and then select Security option on the left side menu
- In the Password field select Edit
- Enter your existing password, and then enter a new password
- Select Save
What is the inactivity time-out period for digital banking?
For your security your account will time-out after 10 minutes of inactivity.
Why am I getting the digital banking error: “It looks like you’ve already enrolled”?
This error is present during the log in process and typically means that our records show that you have previously created an account with us. If you forgot your username and password, on the log in page click Forgot? Follow the steps to recover your account. Contact us at 800.460.2070 if you need further assistance.
What do I have to do to update Quicken and Quickbooks after the digital banking update?
For the first time logging in to Quicken and Quickbooks after the digital banking update on 1/27/2020 you will need to reconnect all accounts in order to reactivate your feed.
You will need to do the following actions on Quicken:
- Log in to the new online banking system first to verify access and set up Two-Factor Authentication (2FA)
- Log in to your Quicken software
- Always take a back-up of your software before performing any new action
- Find the account you wish to update
- Click the Actions option on the account
- Click Edit Account details
- Select Online Services and Reset Account or Deactivate/Reactivate account
- Ensure that you are using Express Web Connect option (Direct Connect is not supported)
- Insert your username and password
- Select how you would like to receive your one-time passcode
- Complete the setup and review your transactions
You may have to perform this action for each share on your account in order for all of them to link.
Quickbooks: follow the same process but have varying on-screen prompts.
ACCOUNTS, TRANSACTIONS, AND TRANSFERS
Where can I view pending transactions on my account?
- Log in
- Select the account you are needing to view
- To view all account activity, view the Activity tile or Transactions in the mobile app
How do I make a transfer between my accounts in digital banking?
To transfer between two GSB accounts in digital banking:
- Log In
- Click Move Money > Transfers > Make a Transfer online or tap the slideout menu > Transfer > Make a Transfer in the mobile app
- Select your To and From account and amount
- Click More Options to change the frequency and date if desired
- Click Submit
How do I search for transactions in digital banking?
Account transactions can be searched in digital banking by amount, date, tags, etc.
Online:
- Log in
- Click Accounts
- In the Accounts section, select the account you would like to search
- In the Activity section, select the magnifying glass icon
- Click on the Search and sorting options to open Advanced Search in digital banking
- On the Advanced Search window, you can select specific search filters and select Search
Mobile app:
- Log in
- Select your account you want to search
- Select Transactions
- Tap the magnifying glass icon
- Tap the icon to use Advanced Search options
How do I delete accounts from the transfer list?
If the accounts are not available to delete in Digital Banking, please click on Support to request the deletion. One of our customer care center representatives will be able to process the request for you.
How do I rename or personalize an account name in digital banking?
You can rename any account in digital banking.
- Log in
- Select an account from the Accounts section
- Select Settings from the options menu
- Next to the account name, select Rename
- Type the new name, and then select Save
Will my previously created scheduled transfers still work in the new digital banking system?
No. You will need to reset these transfers. This includes:
External Transfers – Between GSB and other Financial Institutions
Account Transfers – Within GSB between your accounts or to other members
How do I view the details of my GSB loans in digital banking?
To view all available details of your loan, select your loan under the Accounts section in the mobile app or online banking to get to the details screen.
Do External Transfers work for an international financial institution?
External Transfers are not available for international institutions. External Transfers are processed using Routing and Account numbers only.
If you would like to set up an international or domestic wire, please contact us at 800.460.2070 or use the message center to speak with a Customer Care Center Representative.
How do I set up a new transfer to or from another institution?
You can make transfers between your GSB accounts and other financial institutions once an external account has been verified.
To add an external account :
To set up an external transfer on a desktop:
- Log In to Digital Banking
- Click on Move Money
- Click Transfers
- Click +External Account to set up a new linked account
- Confirm a deposit amount into your other financial institution
- Finally, schedule a new one-time or recurring transfer
To set up an external transfer on the app:
- Log in and click
- Click Settings
- Click External Account to set up a new linked account
- Confirm a deposit amount into your other financial institution
- Finally, schedule a new one-time or recurring transfer
Note: Transfers to another financial institution may take 3-5 business days to process.
How do I print transactions in digital banking?
Account transactions can only be printed in online banking.
- Log In
- Click the Accounts tab
- In the Accounts section, select the account
- On the Activity section, select the printer icon. Only transactions that show in the Activity section will print.
- A print screen appears with a print preview and print configuration options.
- Using the dialog, configure the print settings and select Print
Will I be able to pay my loans within digital banking?
Yes. You will be able to easily transfer money from your GSB accounts to your GSB loans.
How do I pay my loan from another financial institution in digital banking?
You can pay your loan from another financial institution by using external transfers.
How do I make a transfer to an outside financial institution account in digital banking?
You can make transfers between your GSB accounts and other financial institutions once an external account has been verified.
To create an external transfer:
Online:
- Click Move Money > Transfers > Make a Transfer
- Choose your from account
- Choose your external to account
- Type in your transfer amount
- Click More Options to change the frequency and date if desired
- Click Submit
Mobile app:
- Tap on the slideout menu
- Tap Transfer
- Tap Make a Transfer
- Choose your from account
- Choose your external to account
- Type in your transfer amount
- Tap Submit
How do I add a tag, note, or image to a transaction in digital banking?
You can add notes, tags, and images to any transaction inside of digital banking. To begin:
- Log in
- Click on any account
- Click on Transactions (in mobile)
- Select the Transaction you wish to edit and pull up the transactions details page
- Click on the appropriate icon for one of the following:
- Add Tags
- Add Notes
- Add Images
- Follow the on-screen prompts to update the transactions
- Close the transaction detail page or tap < Transactions in mobile
Any tags, notes, and images attached to transactions will be accessible on all devices when you log in to digital banking in the future.
How do I download transactions in digital banking?
Account transactions can only be downloaded in digital banking (excluding the GSB app).
- Log In
- Click Accounts
- In the Accounts section, select the account you like to download transactions for.
- In the Activity area, select the first icon next to the print and search icon.
- On the Download Activity window, select the Date range and File Type and click Download.
eSTATEMENTS
How do I view my account statements and tax documents in digital banking?
Account statements and tax documents can be downloaded from digital banking. These are only available for accounts already enrolled in eStatements.
- Log In
- Click on any account listed
- Click on Documents from the Account Details page in the options menu
- Statements and Taxes will be listed for each year available
Will I need to re-enroll in eStatements with the new digital banking?
You will not have to re-enroll in eStatements. If you have not yet enrolled in eStatements, we encourage you to do so. The new digital banking site will make accessing your account and statement information easier than ever.
Will my eStatement and tax document history be available in digital banking?
Yes. You will have access to up to 180 days of eStatements as well as tax documents.
CUSTOMER INFO AND CHAT
How can I change my phone number, email address, or primary address in digital banking?
You can update your phone number, email address, or primary address in digital banking.
- Log In
- Click on the User Profile icon and click Settings
- Click Edit next to your phone, email, or address (address updates are not available in the mobile app)
- Verify your password
- Edit your contact information
- Click Save
Phone and email updates will happen immediately. All address updates will be reviewed by a Customer Care Center Representative and you may be contacted for additional information.
Where is the secure message center in digital banking?
- Once logged in to Digital Banking, you can select Messages from the mobile menu or click on the envelop icon in online banking
- To start a new secure message, click Start a Conversation
- Type your message and click Send
- A Customer Care Center Representative will be in contact with you to assist you
How do I change my contact information?
To update your contact information in digital banking, go to “Settings” and edit your address, email and phone numbers. These changes will update your GSB account. You can also contact us at 800.460.2070.
How do I update personal information in digital banking?
Go to Settings in digital banking to update your information. You can access Settings through the menu in mobile banking or by clicking on your name on the top right corner in online banking.
How do I send a message in digital banking?
Whatever device you are on, it’s easy for you to start a secure conversation with GSB:
- Log in to digital banking via the Login button on the website or via the mobile app.
- From a desktop, click on the envelope icon in the upper right-hand corner of digital banking or select Conversation from the dashboard of mobile banking.
- Click Start a conversation or click the conversation icon on mobile.
- Type your message and click Send.
A Customer Care Center Representative will respond shortly.
How do I change the order my accounts are displayed in digital banking?
You can rearrange the order your accounts display in digital banking to reflect the sequence you want.
- Log In
- From the Accounts click on the three dots and click Organize Accounts in online or click the opposing arrows in mobile
- Drag and drop the accounts to rearrange the order
- Click Done
How do I re-order checks in digital banking?
Checks can be re-ordered through digital banking.
- Log in
- On the dashboard click on your checking account from the account list
- On the account details page, from the options section click on the Reorder checks link
CARD MANAGEMENT
How do I block my debit card in digital banking?
Blocking your debit card is easy in digital banking. It’s just as easy to unblock it as well!
- Log in
- Under the Card Management tile, click the toggle slider to turn the desired card off
- If you wish to turn the card back on, simply click the toggle next to the blocked card to turn it on
MOBILE APP AND MOBILE DEPOSIT
Do I need to download a new mobile app?
Yes, you will need to delete your old Grand Savings Bank app and download the new app. The Apple app is available on the App Store and the Android app is available on Google Play.
Can I deposit a check made payable to someone else with mobile deposit?
Checks deposited into an account must be made payable to an account holder.
How will I know that Grand Savings Bank has received my mobile deposit?
After submitting the check, you will see “payment successfully scheduled” at the top of the screen. Within the Deposit Check feature, under Recent activity, you will see the status of your check. It will say one of three things:
- Accepted. This means the image and amount of your check were accepted.
- Rejected. This means that the item was rejected. There are multiple reasons why a check may be rejected. If you have questions, please contact us: 800.460.2070.
- Needs Review. This means that the check must be manually reviewed before being accepted.
How do I set up Touch ID for iOS?
- Tap the slideout menu and select Settings.
- Tap Security in the menu.
- Tap the toggle next to Touch ID.
- Select Enable Touch ID.
- Tap the toggle next to Face ID
- Select enable Face ID
Can I customize my mobile banking dashboard on multiple devices?
Yes, you can!
You can customize a unique Dashboard set up for each of your devices. Changes to one device’s Dashboard layout will not affect the arrangement on other devices.
Will I need to download a new app with the new digital banking?
Yes. The Apple app is available on the App Store and the Android app is available on Google Play.
How do I log out of the mobile app?
When you are using the mobile app, there is not a log out button to push. You can exit the app by going to a different app or your home screen. Each time you navigate away from the app, your active session is ended, which serves the function of a log out button. When you navigate back to the app, you will be asked to re-authenticate, and if you have quick access features such as FaceID, TouchID, or passcode log on, you can gain access quickly each time.
If you want to remove the connection between your device and your account altogether, you can go to the Menu > Settings > Remove Profile. This will remove all association between your account and the mobile device and app you are using. Each time you attempt to access the app after this, you will have to put in the full username, password, and Two Factor Authentication (2FA) to authorize your account on that device.
What should I do if my mobile device is lost or stolen?
Contact your mobile provider to report the device lost/stolen. Log in to digital banking and remove the device.
- Once logged into digital banking, click your name and then click Settings.
- Click Security on the left side, and under the Recently used devices, remove the lost/stolen device.
- Reset the two-factor authentication if your lost/stolen device is the device you used for one-time access code
- Contact the Grand Savings Bank Customer Care Center for further assistance.
How do I view mobile deposit history in digital banking?
Online:
- Log in to digital banking
- Click Move Money > Remote deposits
- Here you can view your deposited checks. You can click on a deposited check to see the front and back images.
Mobile App:
- Log in to the mobile app
- On the Deposit Check tile, tap View all
- Under Recent activity, you should see your mobile deposits. You can tap on a deposited check to view the front and back images
What minimum software versions are required for the mobile app?
The Apple mobile app requires a minimum version of iOS 16.4. The Android mobile app requires a minimum version of Android 8.0. If your device cannot install the app because of minimum version issues, you can navigate in your mobile browser to www.grandsavingsbank.com and tap the Login button. Here you can sign in to Digital Banking and utilize most of the same functionality as the native app. You will not be able to perform mobile check deposit through the Digital Banking platform.
Where can I find the Pay a Person option in the mobile app?
All Pay a Person payees you have previously set up will be listed in with the company payees in a single payee list when you attempt to make a payment. This can be found by logging in to the app, clicking the menu in the upper left-hand corner and clicking Payments.
To set up a new Pay a Person payee, simply go to the list of payees and click the + (plus sign) and select Person.
Why would my mobile deposit check be rejected?
There are many reasons a check may be rejected when being deposited remotely. You may want to check to see that the image of the check is clear, the check is made out to an account holder, and the check is filled out and endorsed.
If the problem continues, please contact us at 800.460.2070 or send a message to us through digital banking.
What should I do with my checks after using mobile deposit?
You should retain the check for seven days after the deposit has posted to your account. After that time, you may shred it.
How do I change my profile photo in mobile banking?
- Tap the slideout menu, and then select Settings.
- On the Profile screen, select the pencil next to the end-user profile image.
- Choose to use an existing photo or use the device’s camera to take a new photo.
- On the Move and scale screen, adjust the photo placement within the frame as desired.
- Select Done.
How do I make a mobile deposit in digital banking?
Mobile deposit is available for all checking accounts, but you must enroll first. Mobile deposit can only be done through the mobile app.
- Log in
- Select Deposit under your checking account OR select Deposit Check from the slideout menu in the mobile app
- Click Enroll Account and go through the sign-up steps
- Once your request has been processed and approved, tap Deposit a Check
- Enter the check amount
- Tap Continue
- Select the account to deposit to
- Take a picture of the front of the check and tap continue
- Take a picture of the back of the check and tap continue
- Verify the information and tap Submit
ALERTS
Will my previously created account alerts work in the new digital banking system?
Alerts will need to be re-entered in the new system. To set up alerts in digital banking:
- Log in
- Select the account you would like to set up an alert for
- Click Alert preferences in the menu or Manage alerts in mobile
- In the Balance alerts section, select Add alert.
- Select Above or Below, and then input a dollar amount.
- In the Alert/Notify by field, select Email, Text message, or In-app message.
- Select Add Alert to save the alert
- Repeat steps for Transaction alerts
How do I delete an alert in digital banking?
Alerts can be deleted at any time in digital banking.
- Log in
- Select the account you would like to edit up an alert for
- Click Alert preferences in the menu or Manage alerts in mobile
- Under Alerts
- Click Edit next the alert you would like to change
- Click the Trashcan icon or click Remove in mobile
How do I edit an existing alert in digital banking?
Alerts can be edited at any time in digital banking.
- Log in
- Select the account you would like to edit an alert for
- Click Alert preferences in the menu or Manage alerts in mobile
- Under Alerts
- Click Edit next the alert you would like to change
- Change your criteria for the alert
- Click Save
- To delete an alert, you can simply click the Trashcan icon or tap Remove in mobile
What number do text banking alerts come from?
Text alerts or notifications set up in online or mobile banking will come from 536-08.
The first time you receive an alert you will also be provided a link to terms and conditions. This will only be present on the initial message and all future messages will simply be your alert.
How do I set up alerts in digital banking?
You can add an alert in digital banking:
- Log in
- Select the account you would like to set up an alert for
- Click Alert preferences in the menu or Manage alerts in mobile
- Under Alerts
- In the Balance alerts section, select Add alert.
- Select Above or Below, and then input a dollar amount.
- In the Alert/Notify by field, select Email, Text message, or In-app message.
- Select Add Alert to save the alert
- Repeat steps for Transaction alerts
iPay
What is iPay?
iPay allows you to pay anyone, anywhere right from your computer or mobile phone. There is no limit to the number of bills you can pay, and this service is free to all members with a checking account. iPay is offered through digital banking.
How do I pay a bill in digital banking?
You can use digital banking to pay a bill or pay a person.
- Log in
- Select Move Money > Payments or Tap Pay under your account in mobile
- If it is your first time using Payments, it will ask you to enroll, click Enroll
- Select Pay a bill or Pay a person (online only)
- Select the merchant or person you would like to pay
- Select an account to take funds from, and then input the Amount
- If you would like to set the date for the payment, Select More options and select the desired date
- Select Submit
How do I cancel an iPay payment in digital banking?
- Log in
- Click Move Money > Payments, or under the Payment tile in the mobile app
- Select the payment you wish to cancel
- Click Edit and the trashcan icon, or tap Delete in the top right corner in the mobile app
- Confirm deletion
How do I add a new payee in digital banking?
- Log in
- Click Move Money > Payments, or Under the Payments tile, tap Make a payment in the mobile app
- Select the + New Payee button, or tap + in the top right corner in the mobile app
- Verify password if necessary
- Choose to Add a bill or Add a person, or tap Company or Person in the mobile app
- Fill in the essential information for your payee
- Click Submit
How do I print past or pending payments from iPay in digital banking?
- Log in to digital banking
- Click Move Money > Payments
- Click Manage Payments on the top right
- To print past payments, click View more from the History section. To print pending payments, click View more from the Pending section.
- Enter your desired date range and click Search or click the Transactions drop-down and choose a term
- Select your Category, Payees, and Status from the drop-down at the top
- To print, select Print from the Transactions dropdown
P2P
How do I pay a person (Person-2-Person payment) in digital banking?
You can use digital banking to pay a bill or pay a person.
- Log in
- Select Move Money > Payments or tap Pay under your account in mobile
- If it is your first time using Payments, it will ask you to enroll, click Enroll
- Select Pay a person > Person to pay (To add a new person, select Add another person and fill out the necessary information) or Select the person to pay in mobile
- Select an account to take funds from, and then input the Amount
- If you would like to set the date for the payment, Select More options and select the desired date
- Select Submit
Where can I find the Pay a Person option in the mobile app?
All Pay a Person payees you have previously set up will be listed in with the company payees in a single payee list when you attempt to make a payment. This can be found by logging in to the app, clicking the menu in the upper left-hand corner and clicking Payments.
To set up a new Pay a Person payee, simply go to the list of payees and click the + (plus sign) and select Person.