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Get Help With Digital Banking

Digital 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

Digital 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

View Forms

First Time Login

For Existing Users follow these steps:

  1. Go to www.mountainone.com on your
    desktop, laptop, or tablet browser. Or use the MountainOne app for iPhone or Android.
  2. For browsers, click on the big, blue LOGIN button in the
    menu. A drop-down menu will appear. Under
    Digital Banking, click Login. Our new Digital Banking Platform will launch in a new internet tab.For app users, open the MountainOne app.
  3. Enter your existing User ID and Password.
  4. MountainOne will send you a Secure Access Code via text, a phone call, or email to verify your identity.*
    1. Simply select your preferred delivery method from the choices shown. Enter the Secure Access Code you received, then click submit.
    2. Please note: The Secure Access Code will be sent from 86434 if by text, from 855-444-6861 if by phone call, or from notifications@secure.mountainone.com if by email.
  5. You will now be prompted to create a secure password. You must input a password that meets the password policy displayed on the screen.
  6. If you get stuck in this section, contact our Customer Care team at 855-444-6861. Follow the telephone prompt to “Reset Your Digital Password.”
  7. Once logged in, you will be prompted to accept the Online Banking Terms & Conditions. You must scroll to the bottom of the page and click “I Accept” to proceed.
  8. You will be prompted to register your browser and device.*
    1. By registering, going forward you will only be required to enter your User ID and Password at login.
      This is because we place a cookie on your browser, enabling our system to remember your device
      and browser preferences. (Log in every 30 days for your registration to remain active. Only register a
      browser/device that is under your control. Do not register a browser on a public computer.)
    2. If you choose to not register your browser and device, you will need to request and input a Secure
      Access Code (step 5. above) each time you log into MountainOne’s Digital Banking platform.
  9. You are now logged into Digital Banking!


*Business Token Users: When prompted, you will enter the 6-digit code provided on your token fob or VIP Access app. Then, wait 30 seconds, and enter the new 6-digit code provided. Due to security settings, you will not be permitted to save your browser.

New Users: If you are not an existing user, and would like to enroll in Digital Banking for the first time go to www.mountainone.com, click on the blue LOGIN button. Under Digital Banking, select “Enroll.”

Forgotten Login ID or Password

To reset a forgotten password:

  1. On the Login page, Click “Forgot your password?”
  2. Enter your login ID.
  3. Click Submit.
  4. Click one of the contact methods that are on file for you. You will receive a code via the contact method that you select.
  5. On the Secure Access Code page, enter the code and click Submit.
  6. Enter your new password.
  7. Re-enter the password in the Confirm Password field.
  8. Click Submit.
  1. On the Login page, click Forgot User ID.
  2. Complete the contact information requested.
  3. Select one of the contact methods to send the username.
  4. Click Continue.
  5. You will receive your Login ID via the contact method that you select.

To change your Login ID:

  1. In the navigation menu, click Settings>Security Preferences. The Security Preferences page appears.
  2. Click Change Login ID. The Change Login ID page appears.
  3. Enter the new ID in the New Login ID field.
  4. Click or tap Submit.


To change your password:

  1. In the navigation menu, click or tap Settings>Security Preferences. The Security Preferences page appears.
  2. Click Change Password.
  3. Enter your existing password in the Old Password field.
  4. Enter your new password in the New Password field.
  5. Re-enter the new password in the Confirm New Password field.
  6. Click Change Password to submit the change.

Mobile App & Mobile Deposit

Download the free MountainOne app from the Apple Store or the Android  Store. Open the mobile app and login using your Digital Banking credentials.

Here’s how to get started:

  1. On your smartphone, search for and download the MountainOne app.
  2. Log in to using your Digital Banking Login ID & Password.
  3. On the Mobile menu, click on “Deposit Check” from the thumb bar or menu, 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 app.

To use Mobile Deposit, you must be a current MountainOne Bank customer with a Checking, Money Market or Statement Savings account. You must download the free MountainOne Bank Mobile Banking app. 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 your deposit account agreement 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 Digital 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. On your smartphone, open the MountainOne app.
  2. Click on Deposit Check and follow login prompts.
  3. Select the Deposit Account into which you wish to deposit the check. 
  4. Enter the deposit amount.
  5. Endorse the back of the check and write “Mobile Deposit MountainOne Bank” below your signature. 
  6. Snap a picture of the front and back of the check.
  7. If you approve the check, it is then submitted for deposit.
  8. You’ll receive an onscreen confirmation of the deposit.

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 digital 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 digital 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 digital 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.

Personal Bill Pay

  1. Login to Digital Banking.
  2. Click Bill Pay.
  3. Follow the prompts to start paying your bills.

A payee is a company or person to whom money is to be paid. Example: The company or person to whom a check is to be made payable.

Payments may be processed electronically or by check. Electronic payments will process through ACH or by virtual cards. The goal is to deliver your payment securely, using the fastest method available for your payee. For more information on virtual cards, please visit the Bill Pay FAQs within Digital Banking.

If funds are sent electronically, the funds are debited from your account on the processing 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.

A rush payment can be used to send a payment to be delivered the next day or two days from the scheduled date. Fees will apply.

Yes. You may edit or stop a payment prior to 4 p.m. ET on the date the payment is scheduled to process.

An eBill is an electronic presentation of your bill from your payee. eBills may be in the form of a PDF or summary information and will provide you with the due date and amount due from your billing statement. You may also receive an alert when it’s time to schedule your payment. To receive alerts, turn them on in My Account.

Click My account and use the View alerts link under the Notifications section of the page to set the notification preferences within your bill pay account. To receive notifications when a payee is added, an eBill received, etc., turn on Notifications in My account. To add a reminder from the Payments page, click the payee’s name and use the Add reminder link to have notifications sent to your phone or email when a payment is due, set up of your payee is incomplete, or incorrect information was entered.

If there are actions required, the Attention required indicator will appear to notify you and provide links to help you resolve the items.

Please contact Bill Pay Support by phone at 844-375-3541, 7:30 a.m. – 2 a.m. ET, Monday-Friday. You may also initiate a Bill Pay chat for online help.

Pay a Person is available via Digital Banking under the Bill Pay tab.

No, this service is free.

Business Bill Pay

Business Bill Pay product is designed to help small businesses manage their bills and account information.

A payee is a company or person to whom money is to be paid. Example: The company or person to whom a check is to be made payable.

Categories allow you to group your payees for customized listings, whether you’re scheduling payments, viewing pending transactions, or researching your transaction history. You can manage your categories by selecting Payees, then Manage Categories.

Payments may be processed electronically or by check. Electronic payments will process through ACH or by virtual cards. The goal is to deliver your payment securely, using the fastest method available for your payee. For more information on virtual cards, please visit the Bill Pay FAQs within Digital Banking.

“Require dual signatures” is a security feature that requires scheduled or edited transactions to be approved. It can be turned on or off through the Company Profile section of the Options menu.

When “Require dual signatures” is off: One user with Approval Authority must manage each transaction. This user can schedule or edit a transition with no approval from another user. They may also approve a pending transaction that has been changed by someone without approval authority.

When “Require dual signatures” is on: Two users with Approval Authority must manage each transaction. The first sub user may schedule, edit, or approve a pending transaction that has been changed by someone without the Approval Authority Permission. The second sub user must approve the pending transaction.

Invoice information will be included on the check stub. Adding invoice information to an electronic payment will cause the payment to be made by check, this will affect delivery time, posting times, etc.

No. Please contact 855-444-6861 to request adding or updating pay-from accounts.

A pay-from account can be edited by accessing Options and clicking Manage Bill pay Accounts. Click Edit next to the pay-from account.

Users can be viewed and edited by accessing Options and clicking Manage Users. Click Permissions to view or manage what the user can do within the site.

NOTE: Adding and deleting users is only applicable to institutions using Dual-Sign On.

Dual-Sign On: Users can be added by accessing Options and clicking Manage Users. Click + New User and fill in the required fields.

Single-Sign On: New users are enrolled or removed from bill pay through digital banking.

No. Each individual accessing the bill pay site should use their own login. This allows for permission control and auditing.

Permissions allow restrictions to be placed on each user. This can limit their access to specific areas of the site.

To view additional user permissions, access Options and click Manage Users. To the right of the user’s name, click the Permissions tab to view that user’s permissions.

Users with permissions can unlock each other within bill pay by accessing Options, then Manage Users. Click Edit for the specific user to unlock the account.

Please contact Bill Pay Support by phone at 844-375-3541.

Funds Transfer

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.

No, there is no fee to transfer of funds from MountainOne Bank to another financial institution, but there is a daily transfer limit of $2,500. There is no fee to transfer funds from another financial institution into your MountainOne Bank account. Monthly money market or savings account transfer limits may apply.

When a customer schedules an Account-to-Account 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.

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

Yes. You can transfer funds into a MountainOne Bank customer’s account by using the Customer to Customer transfer feature. Send money to anyone with a MountainOne Bank checking or savings account.

Account Alerts

  1. In the navigation menu, click Settings>Alert Settings.
  2. In the New Alert drop-down list, click the alert type that you want to create.
  3. Click an alert type.
  4. Enter the required information to set up the alert.

Yes, you can use the Alerts page to edit existing alerts. Any changes will take effect immediately. You can also use the Alerts page to temporarily disable an existing alert and later enable it again.

  1. In the navigation menu, click Settings>Alert Settings.
  2. Click the type of alert that you want to delete.
  3. Click Edit. The Edit Alert page appears.
  4. Click Delete.
  5. When prompted, click Confirm to delete the alert.
  6. When the deletion is complete, a message appears. Click Close.

A Security alert informs you when a security-related event occurs. There are some security alerts that are required and are dimmed. You can enable and disable optional security alerts.

Card Swap

You will receive an error message if you enter an incorrect card number, expiration date, zip code or CVV. You should double check that you are entering correct card information. If you are attempting to add a payment method from a different financial institution, and you’ve restricted cards to only your debit/credit cards, you will receive an error message instructing them to enter in your card.

It may take up to 24 hours. However, in most cases, the card swap happens immediately. It may take longer if the provider website is down or we encounter an issue with the swap during the first attempt.

Whether or not you receive a confirmation email from a provider is dependent on the provider and the provider’s process for notifying customers of changes on their account. MountainOne has no control over direct provider notifications to you.

The (!) next to a provider means the provider is temporarily down for maintenance. You will be instructed to check back later if you wish to attempt to swap out your card. The (!) may also mean that there is an issue with your account with the provider. If you click on the provider with an (!), you will receive information regarding the problem with your provider account and instructions on how to resolve the issue. Clicking on the provider will always provide messaging to you.

You may receive notification from some providers that your account is being accessed from a location different from where you are located. This is caused by providers detecting a login from our servers rather than your location. To perform the swap, our system will need to access your account.

You may receive notification from some providers that your account is being accessed from an unknown device. This may occur if you have selected “remember me” upon login and the provider registers your device. If the Card Swap system accesses an account with these settings in place, the provider may notify you since our system is different than what you typically use to access your account.

Authentication requirements differ by provider. Some providers require a security question or code in order to access an account. If the provider requires you to enter a security question or code outside of Card Swap, you will also be required to enter your security question or code inside of Card Swap.

ClickSWITCH

ClickSWITCH is an automated account switching solution that makes it easy for you to quickly and securely switch your recurring direct deposits and automatic payments from your previous financial institution account to your new financial institution account.

ClickSWITCH removes the hassle of contacting all your billers and depositors to inform them of your new account information. You input your payment and direct deposit information to our secure ClickSWITCH system, submit the switch and we’ll do the rest. You can monitor the progress of your switches by clicking on the “View Existing Switches” on the home screen of your Dashboard.

Yes. ClickSWITCH uses the latest in online encryption protection to gather and store your switch information. Additionally, our facilities adhere to the highest industry standards regarding the security of your personal information.

You’ll need to gather all your automatic payment and direct deposit information to get your switches started. A previous statement is a great source of information for the automatic payments and direct deposits tied to an account.

An automatic payment is a regular, ongoing payment that is initiated externally to your bank account, such as a monthly insurance bill, utility payment or automobile loan payment.

A direct deposit is any payment that you receive from an organization directly into your account. These could include payroll direct deposits, government direct deposits (Social Security, Disability, etc.) and dividend direct deposits from investment accounts.

Switches are processed and sent out within 24 hours of the switch being submitted.

The easiest way to check the status of a switch is to look at the Status column of your ClickSWITCH account. Switches that have been completed and confirmed by your biller or depositor will display a Completed status. Switches that are still in process will display a Mailed status.

For switches that have a mailed status for 15 days or more, we recommend contacting the company to confirm the switch is completed or check your account.

Occasionally, after you have submitted a switch for processing, our research team determines that the company requires you to update your banking information with them online. When this happens, your switch will show an Action Needed status. You may also see an Action Needed status if the switch is rejected for other reasons. To see the details of the action you need to take, you can click on the Edit icon in the Actions column.

If you provided an email address during enrollment and have allowed alert emails, you will receive switch updates via email. If not, you will need to log in to ClickSWITCH and view the switch status.

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 Digital 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 digital banking and by 3:30 pm for businesses and consumers at a MountainOne Bank office.

Yes. Fees are noted on our Fee Schedule.

ACH

A payment is a transaction you create to pay or collect funds.

A recipient is any person or business you can exchange funds with. You can send to or receive funds from the recipient. After you create a recipient, you can include the recipient in multiple payments or templates.

A payment template is a defined set of instructions that you can use for repeated payments or collections. Templates make it easy to set up and use repetitive payments. Ex: Payroll.

With ACH, funds are debited or credited to your account on the effective date of the transaction. The debit or credit depends on the type of transaction you chose.

The effective date is the date you want the transaction to be posted. The effective date of an ACH file must be a business processing date and cannot be a holiday or weekend.

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.

Please note: This form is not a secure method. Please do not send any confidential information such as personal identification data or account numbers within your message. Thank you.

Required fields are denoted with an asterisk (*).





    SCHEDULED MAINTENANCE: Digital Banking may be unavailable on Sunday, February 25, between 12:00am–4:00am due to routine system maintenance. Please submit any transactions before or after this timeframe. Thank you!