FAQs

Q.	My account balance is showing only asterisks or it says “Host Not Found”. Is there something wrong with my account?
A.	eBranch undergoes system maintenance and updates to ensure the site is always safe and secure. If you log on during maintenance times, you may see a message that says ‘host not found’ or asterisks in your account balance. If you have received this message, you may try logging in again later, or if you are concerned about the status of your account, please contact Member Service at (775) 882-2060, or (800) 421-6674.

Q.	I was using the system and it prompted me to log on again. I had already provided my Logon ID and Password once before, so why did it ask again?
A.	This is a security feature designed for your protection. If 10 minutes elapse without a request from you or anything from the eBranch system (exclusive of Help), then the system ends your session and does not allow further transactions until you enter your user information again. This approach helps prevent others from performing transactions on your computer in the event that you forget to properly exit the system.

Q.	I keep getting messages about receiving a “cookie.” What is a cookie and how do I disable the warning message?
A.	Cookies are small pieces of information, sent from the server, to be stored in a file on your computer. Cookies can be used for many purposes, but at eBranch, a cookie is used to store security information needed to maintain a secure, confidential connection to our Internet server.

Q.	Can I use the “Back” feature of the browser to go to a page that I have already been on, or do I need to use the menus to get there? Will it work the same or cause a problem?
A.	Yes, you can use the Back button on your browser to return to prior pages without causing a problem. However, for security reasons, sometimes pages automatically expire so that you cannot return to them. If you encounter this, simply use the menus to go to the location you wish.

Q.	If I change my password in eBranch, will it affect my P.I.N. number for the Phone Activated Teller?
A.	No. If you change your password in eBranch, the personal identification number you use to reach P.A.T., our Phone Activated Teller, will not change.

Q.	I tried to make a transfer from my Savings account and it wouldn’t work. Why?
A.	You may have exceeded the maximum number of transfers allowed per month. According to Federal Regulation D, you may make no more than six transfers or withdrawals per month to from a savings account to another credit union account of yours or to a third party by means of a preauthorized or automatic transfer or telephonic order or instruction. If you have not exceeded the maximum number of six transfers, and your transfer still did not work, please contact Member Service. Transfers are not limited by Regulation D for share draft (checking) accounts.

Q.	Can I transfer funds to other Members?
A.	Yes, you may transfer funds to other members, as long as you know the other member’s account number, type, and sub-type: Account type abbreviations a. CK =Checking b. SA =Savings c. LO =Loan Account sub types a. Primary =1 b. Secondary =2 For example, if you are transferring to another member’s secondary checking account, you would type 123456=CK=2. Please note that the “account type” dropdown menu is a memo field only and will not determine which account you transfer to. However it is suggested you choose the correct account type for your own reference.

Q.	When I log into eBranch, I am able to see my Overview Screen with Account Balances, but when I navigate to other tabs I see only a blank screen.
A.	If your computer is running Windows 8 and Internet Explorer 10, this may be a browser compatibility issue. Try the following: If there are no menus visible in your browser, right click the area at the top of the browser - From the dropdown menu, choose “Menu Bar” Now that your menus are visible, click the “Tools” menu From the dropdown, select Compatibility View settings The website you are currently at will appear in the text box below the words “Add this website” Click “Add” The website will now appear in the “Websites you’ve added to Compatibility View” window Click Close If this does not solve your problem, please contact Member Service.

Q.	What is Greater Nevada Mobile Banking?
A.	With Greater Nevada Mobile Banking your banking activities are with you at all times. You can securely access your Greater Nevada accounts from your mobile device to check account balances, pay bills, transfer funds, find your nearest branch and ATM, and more.

Q.	Why should I use Greater Nevada Mobile Banking?
A.	The real-time convenience of Greater Nevada Mobile Banking comes in very handy: When you’re at the electronics store, and you see that big screen HDTV you must have - play it safe and make a quick check on your account balance and make sure you have enough money before you purchase. How many times do you find yourself simply waiting around? If you’re waiting at the DMV, or waiting at the airport for your flight – this would be a great time to get in tune with your spending habits by checking and reviewing your transaction history. When you’re traveling or have no computer access, you might have a bill you forgot to pay from home or a bill that is due very soon. Ensure that you’re never late on any of your bills by making a quick and easy bill payment from your phone. Going out this Friday night and realize you’ll need some cash? Find your credit union’s nearest ATM from wherever you are.

Q.	Is there any cost for Greater Nevada Mobile Banking?
A.	Our mobile banking is absolutely free – even more reason to use Greater Nevada Mobile Banking.*

Q.	How can I get Greater Nevada Mobile Banking?
A.	It’s easy, and here is what you will need: An eligible Greater Nevada Online Banking account A smartphone (iOS, Android, BlackBerry), a web-enabled device (mobile browser) or standard mobile device with text capabilities* Just log into eBranch, choose the Self Service tab, and then choose Additional Services, Mobile Money. Have your mobile phone handy to quickly and securely download the TouchBanking app. *Message and data rates may apply. Check your mobile service provider plan for details.