Online Banking Frequently Asked Questions

What You Need to Know, When You Need to Know It.

Whether you have a business to run, or a busy life to manage, MVSB's online banking can help. We offer Net Banking and NetPay for individuals and businesses, as well as online Cash Management for businesses, so you can conveniently stay connected to your finances, anytime, anywhere.

On this page, you will find answers to the most frequently asked questions about online banking at MVSB.

Choose a topic from the list below. Then click the topic to expand or collapse the topic and see a list of related questions. Then click a question to see the answer to that question.

  • Getting Started

    • How do I get started?
      • Consult the illustrated instructions on the NetBanking page and the NetPay Guide
    • What will I be able to do with NetBanking?
      • NetBanking provides many solutions to MVSB’s customers. You will be able to:
      • Check your balances
      • Transfer funds between MVSB accounts
      • View transaction histories
      • View statements
      • Download information into various programs such as Quicken, Microsoft Money, Excel or Word
      • Pay loans at MVSB by transferring funds
    • How far back can I look at my account statement?
      • Currently, the system will allow you to retrieve about six months of account history. If you need information prior to that, please contact us at (800) 922-6872 and our Customer Service Center team can assist you.
    • How far back can I look at my account transactions?
      • Currently, the system will allow you to retrieve about 90 days of account transaction history, if you need information prior to that, please contact us at (800) 922-6872 and our Customer Service Center team can assist you.
    • How soon will I be able to access my account information after I sign up with the service?
      • You will be set up immediately if you sign your application in person. If you mail or fax your signed application you will be set up within 24 hours of receipt of the application. A letter will be mailed to you with your ID and password.
    • How do I add or remove accounts from NetBanking?
      • Our customer service team will assist you in adding or removing accounts from NetBanking. Please call customer service at (800)922-6872 during banking hours so we can help you with your account changes.

  • Unexpected Problems

    • Who do I contact if I have a problem?
      • The solutions to the most common problems are listed in this section. If you need additional assistance, please call customer service during weekday business hours at (800)922-6872 so we can discuss options to help you.
    • I can't seem to log on.
      • Common reasons for difficulty logging in include the following.
      • The computer you are using does not have access to the internet
      • The computer you are using does not have a secure browser with 128-bit encryption
      • You have installed pop-up blocking software, and it has not been configured to allow pop-ups from www.neteller.com
      • You entered the incorrect banking ID or password while attempting to log-in
      • You answered your challenge questions incorrectly
      • Your "cookies" are disabled
    • The system couldn't verify my identity.
      • An additional security measure has been added to NetBanking to keep your accounts and information safer. In order for this security feature to work, the system will ask you to select three secret questions and answer them. If you are doing something that you would not normally do, or something that may be considered risky, you will be asked one or more of these questions before the risky transaction is completed. If you answer the questions incorrectly, NetBanking will "block" you out, and give you the following message "We're sorry we were unable to verify your identity. In order to protect your account we have declined your requested action and terminated your on-line banking session." Only your ability to bank online has been temporarily halted - no other holds or issues have been created with your accounts. You will not be able to log back in to NetBanking until you contact us so we can reset your account. Please call customer service during weekday business hours at (800)922-6872 so we may help you with your account access.
    • I clicked on the "Login to NetBanking" button on the home page, but nothing happened.
      • Each time you click on the "Login" button, a new window will open where you will enter your User ID. However, if you have installed special software that blocks pop-up windows, the software may prevent the NetBanking window from appearing. If you are using pop-up-stopper software, you will need to tell your software to allow "www.netteller.com" to launch pop-up windows.
    • I get a warning that "some items on this page are not secure."
      • First and foremost, your banking session including your User ID and password are protected by the highest encryption technology available. You can rest assured that your banking transactions are fully secure. You are seeing this message because some of the graphics on the page may not be secure. These graphics have no effect on the security of your banking session. Again, your User ID, password, and all banking transactions are fully encrypted.

  • Security Basics

    • How do I know if my browser utilizes 128-bit encryption?
      • You must have 128-bit encryption to access NetBanking and NetPay. Click on the "Test Browser" button on the NetBanking login page. This will test your browser and tell you what version it is and what strength encryption it has. If you have less than 128-bit encryption you will be provided a link to download the 128-bit version of your browser for free.
    • What are some of the features MVSB uses to protect me?
      • State-of-the-art technology and extensive planning is used to keep your information secure. Some of our many specific features used to keep your information secure are:
      • All sensitive and personal information is encrypted, which is why the system will only work on a browser with 128-bit encryption capabilities.
      • Access requires passwords only you know.
      • Your account numbers, social security numbers, and tax ID numbers are never displayed on the online banking system.
      • You will be asked to select and answer three security/challenge questions that only you should be able to answer. Should these questions be answered wrong, the account will be blocked.
      • The system will monitor for unusual behavior. Thus when you use your accounts atypically while banking online, the previously mentioned questions will pop up.
      • You will also be asked to select a "watermark" which is a picture that will be distinctly your own. Each customer will have a unique watermark - making it much more difficult, if not impossible, to "spoof" or "pharm".
      • You will be asked to change your password regularly. If the wrong password is entered multiple times when logging in, access to the account will be locked.
      • The system does not allow for "remember my password" functionality to ensure others cannot easily access your account from any computer you have used to access NetBanking.
      • Sessions have a limit of 10 minutes of inactivity before automatically logging out. Thus if you unexpectedly leave your computer, others won't have access to your information.
      • If you have difficulties, please call customer service during weekday business hours at (800)922-6872 so we can assist you with any login issues.
    • Can other people see my account information?
      • No, your account information is as secure as it is at the physical bank. We've taken every step possible to be sure our system meets the latest security standards, including using the most up-to-date encryption methods and software.
    • What are "spoofing", "phishing", "pharming", and "malware"?
      • Meredith Village Savings Bank offers advanced state-of-the-art technology to protect your confidential information and provide deterrent mechanisms for preventing fraud and identity theft. Some of the common tactics used by criminals include:
      • Spoofing - Creating a fake website that looks like a legitimate business site. These sites can be exact copies of legitimate sites and often use website addresses that are very similar to the real ones.
      • Phishing - Using email or links to direct unsuspecting people to "spoofed" sites to gather personal information such as user names and passwords. The phishers can then use this information to login to victims' accounts.
      • Pharming - An upgraded version of phishing where a legitimate site is copied exactly and victims are directed to official looking forms that gather personal information that can later be used for identity theft.
      • Malware - Often included in spam e-mails, this software can take control of your computer without your knowledge and forward to fraudsters your personal information, such as IDs, passwords and account numbers.
    • How does the challenge question process work?
      • For security reasons, an additional authentication procedure has been employed for online transactions that might be risky. In order for this security feature to work, the system will perform data collection where you will be asked to select three secret questions and answer them. When considering your secret questions, select those with answers that will be easy for you to remember but are also unknown to others. If the system determines you are behaving in a way that is atypical or risky, it will ask you one or more of these questions before the risky transaction is completed. Assuming you have answered the secret questions correctly, the transaction you initiated will proceed.
    • Why is MVSB using watermarks (personal images)?
      • The watermark is an additional authentication procedure employed to improve security for our users. You will be prompted to select your own personal image at your next login. One change you'll notice right away is that on the login page, you'll only be asked for your NetBanking ID. Once you've supplied your ID, a secondary login page will appear. This page will not only request your password, but it will also include your personally selected image. You'll be sure that the site you are logging in to is Meredith Village Savings Bank, not a cleverly duplicated copy - because criminals will not be able to duplicate your unique image. If the image is incorrect, do not login and contact the bank immediately. Just as you can change your security questions at any time, you'll be able to change your watermark image as well.

  • Password Issues

    • I've forgotten my ID and/or password.
      • Please call customer service during weekday business hours at (800)922-6872 so we can assist you with your login requirements.

      • MVSB does not know your password, but Customer Service can reset it to a known value that enables you to login to NetBanking. When you login after the reset, NetBanking will ask you to change the password again. At this time you can change it to something you'll remember.
    • I entered the incorrect password and I'm not able to access my account(s).
      • Your NetBanking access may be locked due to invalid ID or password attempts for your protection. This prevents any hackers or computer programs from repeated attempts to access your account. You must contact Customer Service to unlock your account. Please call customer service during weekday business hours at (800)922-6872 so we may help you access your accounts.
    • My password has expired.
      • For your protection, NetBanking requires you to select a new password every 270 days. This interval starts over whenever you change your password.

  • NetPay (Paying Bills)

    • How do I add the optional NetPay service if I did not select it when I applied for NetBanking?
      • You can fill out the NetPay portion of the application and fax, mail, or bring the application to any branch.
    • Who can I pay using NetPay?
      • You can pay anyone in the United States - from your next door neighbor, to your utility company, or even a child in college across the country. However, you cannot pay federal tax payments, alimony and child support through NetPay.
    • Are there any minimum or maximum payment amounts?
      • The minimum amount you may make a payment for is $0.01. The maximum check amount is $9,999,999.99. The maximum electronic payment is $500,000.
    • What is the difference between an electronic payee and check payee?
      • Electronic payees will receive their payments via electronic means. Check payees will have paper checks sent to them.
    • How do I know if the payee is electronic or check?
      • Once you have set up the payee, then you can look at the "View Payee List" screen and you will see a field that will tell you if the payee is electronic or check. The words "Electronic" or "Check" also appear next to the payee name on the Pay Bills screen.
    • How far in advance should I set up a payment to ensure it is paid on time?
      • To allow time for the payee to receive and process the payment, we recommend you send electronic payments at least 2-4 business days before the payment is due. For payees who receive paper checks, we recommend you send payments at least 5-7 business days before the payment is due.
    • When are the payments processed?
      • Payments are processed Monday through Friday at 2:30AM and 12:30PM Eastern Standard Time. If your scheduled payment falls on a weekend or holiday, NetPay will automatically switch the payment date to the prior business day.
    • What do I do if my payee didn't supply an account and/or phone number to me?
      • Including the correct account number on any type of payment - whether sent via NetPay or more traditional methods is recommended to ensure speedy and accurate processing of your payments. However, we all have bills we pay where no account number is available - especially when paying individuals instead of businesses. In this case, you should type "Not Applicable" or "N/A" into the account number field.

      • The phone number field is part of the information stored with each payee that you add. It is there for convenience only -- it is not used by the NetPay system when paying bills. If you ever need to contact your payee, you can use the View Payees function and you will see the phone number. If you do not have a phone number for a payee, you may enter anything as long as it is in the format "(nnn)nnn-nnnn."
    • How do I edit payee addresses?
      • For electronic payees, you will need to set up a new payee with the correct address and delete the old one. For check payees, you can click on “edit” to change the payee’s address.
    • How can I set up recurring payments?
      • You can set up payments in the following frequencies: one-time, weekly, bi-weekly, monthly, semi-monthly, annually, quarterly, semi-annually.
    • When will the money be taken out of my account?
      • For electronic payments, the money will be withdrawn from your account on the payment date you have set. For paper check payments, the money will be withdrawn after the payee cashes the check, and that check is presented to MVSB for payment.
    • Can I have multiple payments to the same payee on the same day?
      • Yes.
    • I scheduled a payment for a date that's already gone by.
      • NetPay will automatically switch the payment date to the next available business day. If you schedule a payment before 12:30PM Eastern Standard Time on a business day, the payment will be made that day. Otherwise the payment will be made the following business day at 2:30AM.
    • I don't have enough money in my account for the bill payment to clear.
      • When the items are presented for payment, we will follow our standard non-sufficient fund guidelines:
      • For electronic payments, the money is not drawn from your account and the bill is not paid. NetPay will automatically retry the payment the next business day. The system will continue to retry the payment until it is either deleted or there is enough money in the account to cover it. To alert you to the problem the status of the payment will show as “NSF-failed”, but there will be no additional charges assessed to your account
      • For paper checks, if there aren't sufficient funds in the account when the check is cashed, the check is subject to regular MVSB normal non-sufficient fund policy and regular fees apply.
    • Can I place a stop payment on a check using NetBanking?
      • Yes, you can place a stop payment on a check with NetBanking. Before placing a stop payment, you should first review your account history to confirm the check has not yet been presented for payment. Please refer to the Schedule of Fees & Service Charges for the applicable fees.

        If you need to stop an electronic transaction, have lost or stolen checks, or prefer not to use the ‘stop payment’ feature on NetBanking, please contact us at (800)922-6872 and our Customer Service Center team can assist you.

  • Expedited Payments

    • What are Expedited Payments?
      • Expedited Payments allow customers to generate a NetBanking Bill Pay check payment that will be delivered to a designated payee located in the 48 contiguous United States via FedEx Overnight.
    • What is the fee to send an Expedited Payment?
      • The cost is $19.95. The account must have sufficient funds to cover this fee as well as the amount of the payment. The customer will be debited the total amount of payment and delivery fee, immediately following confirmation that the payment was added successfully.
    • Can the Expedited Payment fee be adjusted?
      • No, the fee of $19.95 cannot be changed.
    • Is this ability only available to specific customers?
      • No, all MVSB NetBanking Bill pay customers will have access to the Expedited Payments service.
    • Why is it necessary to submit new address information on an existing payee to expedite a payment?
      • FedEx has very strict address requirements regarding the addresses they can and cannot deliver to. Customers are required to enter the Payee information so FedEx can verify the ability for the payment to be delivered, as well as to mitigate issues with many already-established payees set up with P.O. Boxes for their delivery address. FedEx will not deliver to a post office box address.
    • What is the cutoff time for a customer to make an Expedited Payment for next-day delivery?
      • 7:00 pm Eastern Time. Expedited payments submitted on a non-business day or after the cutoff are processed the next business day.
    • What time will an Expedited Payment arrive at the Payee’s location?
      • Depending on the FedEx service area, payments will generally arrive by 10:30 am local time.
    • What happens if the address the customer enters is not a valid FedEx delivery address?
      • The system will display an error message to the customer indicating that the address is not valid for an expedited payment.
    • Can payments be sent anywhere?
      • Payments can only be sent to addresses in the continental United States.
    • What happens if the address is within the continental United States but does not have FedEx delivery?
      • The system will indicate to the customer it cannot guarantee Priority Overnight Delivery.
    • What are the steps to follow if I need to expedite a payment?
      • A payment option of ‘Expedited Payments’ is available to NetBanking users and is displayed under the Payment sub-menu in NetPay. Using this option, customers can generate a NetPay check payment that will be processed immediately and delivered to the intended payee via FedEx Overnight.

      • Step 1: Select Expedited Payments option and complete the following fields:
      • Payee Name
      • Account Number
      • Address 1
      • Address 2
      • City
      • State Zip Code
      • Phone Number
      • Memo (Optional)
      • Pay From Account

      • Step 2: Click Continue The system will gather data in real-time from the FedEx database to ensure that the address entered is a FedEx deliverable address:
      • No empty lots
      • No P.O. Boxes
      • The address must be in the continental United States
      • The balance in your account will also be checked to verify you can cover the following:
      • The amount of the expedited payment
      • The $19.95 fee

      • The total of these 2 amounts will be debited from your account immediately after the next step (Step 3)

      • Step 3: After the address verification, a message will display indicating the user charge along with the payment information. Click Confirm to initiate the transaction. Your account will then be debited for the total amount of the delivery fee and the payment amount.

      • Step 4: After confirmation of the expedited payment, you will receive a confirmation message and a FedEx tracking number. This number will also be displayed in your bill payment history. The tracking number will be a link to the FedEx site to track your payment.

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