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Get Help With Digital Banking

Online Banking offers detailed help on every screen.

If you find you still need assistance, give us a call during business hours at 855-444-6861

Online Banking Assistance
855-444-6861

Report a Lost or Stolen Debit or ATM Card
833-933-1681 U.S. or +1-812-647-9794 International

Bill Pay Assistance
866-564-7328

Quicken Assistance
888-311-7276

Routing Number

211871015

Forms Page

Helpful forms for common customer requests

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Tutorial Videos

Online Banking FAQs

First Time Login

To login for the first time when you have only been provided a login ID, follow these steps:

  1. Enter your current User ID in the Online Banking login box, enter the Random Code you see, and click “Login”
  2. On the next screen, click “Setup Your Info”
  3. Click on “Let’s Get Started”
  4. Accept the disclosures
  5. Click on “I know my User ID”
  6. Enter your user ID and the Random Code you see and click “Next”
  7. Enter requested information and click “Next”
  8. Select 3 Challenge Questions and create Answers and click “Next”
  9. Enter your Online Banking email address and create and confirm your preferred Password, then click “Finished”
  10. Click “Continue” and you will now be able to access Online Banking

When you get to the enter a password screen and you have forgotten your password, click on “I’ve forgotten my Password, what do I do now?”.

  1. Follow the prompts to reset your password.
  2. Once you are logged in, click on “Options” and then “Customer Info”
  3. Update your contact information and click “Submit”

Once you have successfully logged into the online banking system, you can update your preferred contacts via the Options>Update Customer Info menu.

No, it is only a temporary access code. Never enter a secure access code on the login page as a password or as an existing password when instructed to change your password or establish a new password. NOTE: Temporary Access Code is only good for a one time use (20 minutes).

Forgotten Login ID/Password FAQs

When you get to the enter a password screen and you have forgotten your password, click on “I’ve forgotten my Password, what do I do now?”.

  1. Follow the prompts to reset your password.
  2. Once you are logged in, click on “Options” and then “Customer Info”
  3. Update your contact information and click “Submit”

If you forget your login ID, please contact us. We will be required to securely verify your identity before providing you your login ID.

No, it is only a temporary access code. Never enter a secure access code on the login page as a password or as an existing password when instructed to change your password or establish a new password. NOTE: Temporary Access Code is only good for a one time use (20 minutes).

If you have unsuccessfully tried to login and have been warned that one more unsuccessful entry will lock your account, you may choose the Forgotten Password process. That process will enable you to reset your password to something you can remember without the risk of locking your account. When you get to the enter a password screen and you have forgotten your password, click on “I’ve forgotten my Password, what do I do now?”.

  1. Follow the prompts to reset your password.
  2. Once you are logged in, click on “Options” and then “Customer Info”
  3. Update your contact information and click “Submit”

 

If you choose to try to login one more time and fail, you will be required to contact us to unlock your account.

If you have locked your account due to several unsuccessful login attempts, for your security you are required to contact us to unlock your account.

Once you have successfully logged into the system, you can create an “Alternate Login” under Options>Customer Info although your original login ID will still be in place.

Mobile Banking & Deposit

First, sign up for and login to Online Banking on a computer. Then, download the free “MountainOne” app from the Apple “App Store” or the Android “Play Store.” Open the mobile app and login using your Online Banking credentials.

Once you have signed up for Online Banking, here’s how to get started:

  1. On your smartphone, search for and download the “MountainOne” app
  2. Log in to Mobile Banking using your Online Banking User ID & Password
  3. On the Mobile menu, click on “Deposit Check” and follow the prompts to deposit a hard copy check

Mobile Deposit is a way to electronically deposit checks from your camera-enabled smartphone, using the MountainOne Mobile Banking app.

To use Mobile Deposit, you must be a current MountainOne Bank customer with a Checking, Money Market or Statement Savings account. You must be enrolled in Online Banking and have downloaded the free MountainOne Bank Mobile Banking app. Before depositing your first check, you must read and accept the MountainOne Bank Mobile Deposit Terms & Conditions. Mobile Deposit is restricted to personal banking customers and small businesses that do business within the confines of set deposit and item limits (see below, “Are there deposit limits…)”

Mobile Deposit is free to MountainOne Bank customers. While MountainOne Bank does not charge a fee for using this service, charges from your wireless carrier may apply. Regular account charges apply; see “Understanding Your Deposit Account” for further details.

Check deposits made through the MountainOne Mobile Banking app are protected according to the highest financial industry standards. Making a deposit via phone is as safe as using Online Banking.

Mobile Deposit users will have a daily deposit dollar limit of $2,500, and an individual check per day limit of 5. There is also a rolling 25 day limit where a total of 25 checks can be deposited for a total of no more than $25,000.

  1. Make sure you have enrolled in Online Banking on a computer.
  2. On your smartphone, open the “MountainOne” app.
  3. Click on “Deposit Check” and follow login prompts
  4. Select the Checking, Statement Savings or Money Market Account into which you wish to deposit the check. 
  5. Follow the rest of the prompts. 
  6. Endorse the back of the check and write “Mobile Deposit MountainOne Bank” below your signature. 
  7. Snap a picture of the front and back of the check.
  8. If you approve the check, it is then submitted for deposit.
  9. You’ll receive onscreen confirmation of the deposit (amount, account number, deposit date, confirmation code).

Deposits made prior to 5:00 p.m. (on a business day the Bank is open) are considered to be deposited that day and will be available the next business day (the deposit will be visible in online or mobile banking the next business day). If a deposit is made after 5:00 p.m. or on a day the Bank is not open, the deposit will be considered to be made on the next business day the Bank is open and will be available the next business day (the deposit will be visible in online or mobile banking the next business day).

Issues that can prevent a check from being deposited through Mobile Deposits include: folded or torn check corners, the front check image is not legible, the check amount and the Mobile Deposit amount entered don’t match, the routing and account numbers are unclear in the image, the smartphone does not have a camera, the check image is too dark, the check is missing a signature endorsement, or it is a duplicate check. Mobile Deposit should be performed in a well-lit area to prevent shadows and poor image quality. Hands should be clear of the check while taking the picture.

If the deposit is made before 5:00 p.m., on a business day the bank is open, you may log into online or mobile banking on the next business day to view the deposit. If the deposit is made after 5:00 p.m. or on a day the Bank is not open, you may log into online or mobile banking two business days from the day you made the deposit to view the deposit.

You must store your original checks for 14 days after submitting for deposit, to be made accessible by the Bank upon request. After 14 days, you should destroy the original check by first marking it VOID, then shredding it.

Make sure the camera function is turned on for the “MountainOne” app

For iPhone:

  1. Go to the Settings for your smartphone
  2. Find and click on the “MountainOne” app in Settings
  3. Make sure the Camera option is turned on or is allowed access

 

For Android:

  1. Go to Settings for your smartphone
  2. Select Applications and then Applications Manager
  3. Find the “MountainOne” app and make sure the app has permission to the camera

Bill Pay

To begin using Bill Pay:

  1. Sign up for and login to Online Banking on our home page
  2. Click “Bill Pay” and accept the disclosure
  3. Follow the prompts to start paying your bills online or via the “MountainOne” mobile app

 

(Note that you must first set up Payees in order to send out Bill Payments)

Bill payments can be scheduled to pay now, in the future, or on a recurring basis (also called auto pay).

Electronic or check payment is determined automatically, based on the individual payee.

If funds are sent electronically, the funds are debited from your account on the delivery date you chose when scheduling the payment. If a check is sent for the payment, the payment is debited from your account when the check clears, which depends on when the payee deposits the check.

For expeditated payment services, there is a $9.95 fee per electronic payment and a $24.95 fee per overnight check.

Pay a Person

Pay a Person is available via Online or Mobile Banking. In Online Banking, Pay a Person can be found in the Transfers / Send & Receive Money menu. In Mobile Banking, Pay a Person is available on the Home screen menu.

You can pay any individual with a U.S. bank account.

Pay a Person payments can be scheduled at any time through Online or Mobile Banking. Once you’ve set up a recipient and scheduled a payment, the person you’re paying will receive a text message or email (depending on the information you provide) that you are sending them money. Once your recipient “accepts” the funds, the payment will be debited from your checking or savings account and securely transferred to the recipient’s account.

In Online Banking:
Click Transfer, then Send & Receive Money. Click on Accounts/Contacts, then Add Contact. Complete the steps to add a contact. Once your recipient has been added, click on the magnifying glass next to the person’s name, and click Pay Contact. Add the amount you want to pay, and any message you would like to include with the payment. Click Authorize and the person you’re paying will receive a text or email with instructions for accepting the payment.

In Mobile Banking:
Click Pay a Person, then Send Money. Next, choose the account to pay From, enter the name of the person you are paying, enter their contact cell phone number or email address, and the amount you want to pay. Submit and Confirm the payment information, then click Proceed. The person you’re paying will receive a text or email with instructions on accepting the payment.

No, this service is free.

Transfer Funds

Yes. You can transfer funds between your accounts at MountainOne Bank, or you can transfer funds to or from your account at another financial institution.

There is a $2.95 fee per transfer of funds from MountainOne Bank to another financial institution. There is no fee to transfer funds from another financial institution into your MountainOne Bank account. Monthly money market or savings account transfer limits apply.

When a customer schedules a Person-to-Person (P2P) or Account-to-Account (A2A) before 3:00 pm EST on a business day, it will be processed the same day. If the transfer is scheduled after 3:00 pm EST on a business day, it will be processed the next business day. Transfers will typically be completed within 3 business days. The only exception would be if it is the customer’s first time using these features. MountainOne Bank would place a 24-hour hold on the transaction before it is processed for security and/or fraud reasons.

Transfers can be scheduled to take place now, in the future, or on a recurring basis.

Wire Transfer

A wire transfer is a method of sending money electronically to a person or entity. These are used most often by businesses, using Online Banking, but are available to consumers; ask for details at a MountainOne Bank office.

With Wires, funds are removed from your account the day the Wire is initiated. In order for funds to be received on the other end on the day of the request, Wire requests should be made by 3:00 pm for businesses and consumers via online banking and by 3:30 pm for businesses and consumers at a MountainOne Bank office.

Yes. Fees are noted on our Fee Schedule.

Need More Help?

Complete this short form and a member of our team will contact you within 1 business day to assist you with our digital banking services.

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    PLANNED SERVICE OUTAGE: Bill Pay will be unavailable beginning October 4, and ALL Online & Mobile Banking services will be unavailable beginning October 6, as we prepare to launch our New Digital Banking Platform on October 10. See what services will be unavailable, and what you can do to prepare.

    LEARN MORE