Frequently Asked Questions

Here you'll find quick answers to common questions as well as help or useful tips for our e-Banking services. If you can’t find what you're looking for here and need further assistance, please don’t hesitate to stop by or contact us.

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General Banking FAQs

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Are Douglas County Bank checking and savings accounts FDIC insured?

Yes, all Douglas County Bank deposit accounts are insured by the Federal Deposit Insurance Corporation (FDIC). Each depositor is insured up to $250,000 per ownership category. Deposit accounts maintained in different legal ownership categories (such as individual or joint accounts) are insured separately. All of the accounts in each category are added together and generally insured up to $250,000. How to determine how much insurance coverage you have at Douglas County Bank We have an online tool called the Electronic Deposit Insurance Estimator (EDIE), which is provided by the FDIC to help you determine your coverage here at Douglas County Bank. Follow the link below to access EDIE. If you have questions, or would prefer to discuss your coverage in person, contact us and we'd be glad to help. For even more information on FDIC insurance coverage visit the FDIC Web site. FDIC Electronic Deposit Coverage Estimator (EDIE)

Where are your bank facilities and ATM machines located? What are the hours of operation?

View a complete list of our locations and hours of operation of operation.

What products can I apply for online?

You can apply online for any personal checking, savings, money market account, or Visa Check Card. You may also apply online for personal or mortgage loans. Visit our e-Banking page for quick links to any of these applications.

Can I apply for an account online if I don't live in the United States? What if I live in the United States but I am not a citizen yet?

At this time we only accept online account applications from persons residing in the United States with valid U.S. tax identification numbers, such as Social Security numbers. If you have questions or want to discuss your situation, contact us.

What are options for reviewing my account transactions?

We have three easy ways to access your account information.
  • Online Banking offers access to your account information 24 hours a day, seven days a week.
  • e-Statements allow you to quickly view, print or download your monthly account statement.
  • Call our 24-Hour Account Line anytime, anywhere at 785-865-7676 or toll-free 888-865-7676.

How do I update my contact information or change my address?

You can:
  • Change your phone number by calling our account services department at 785-865-1000, or emailing us at dcb@douglascountybank.com.
  • Update your address:
    Download and complete an address change form and mail it to Douglas County Bank, P.O. Box 429, Lawrence, KS 66044-or fax to Account Services at 785-865-1077. (do not email this form)
  • Stop by any of our seven locations.

Are wire transfers possible to and from my Douglas County Bank accounts?

Yes, we can process both domestic and international wire transfers.
  • To send a domestic wire we'll need the ABA routing number of the receiving bank, along with the beneficiary account name and number.
  • To receive an incoming wire, the sender will need to know our ABA routing number (101114646).

Please contact our Wire Transfer Department at 785-865-1038 for information on sending or receiving a wire transfer, or for more information on international wires.

What is Douglas County Bank's routing (ABA) number?

Our ABA routing number is 101114646.

If I e-mail the bank at dcb@douglascountybank.com, when will I receive a response?

We respond to e-mails received Monday through Friday within 24 hours. E-mails received on non-business days will be reviewed the following business day. You may contact Account Services at 785-865-1000 Monday through Friday from 8:30 a.m. to 5 p.m. for immediate assistance.

How do I mail a deposit to the bank? What address should I use?

Endorse checks by writing your signature, your account number and "For Deposit Only" in the endorsement area on the back of each check to be deposited. Mail your non-cash deposit and a completed deposit slip to:

Douglas County Bank
P.O. Box 429
Lawrence, KS 66044-0429
Attn: Tellers

How do I order printed checks for my checking account?

Reorder printed checks online at www.deluxe.com or through Online Banking. For new check orders or orders with address changes, please contact us at 785-865-1000.

What types of overdraft protection do you offer?

We offer three types of overdraft protection:
  1. Protection Connection
  2. Automatic Overdraft Transfer
  3. Overdraft Privilege Service
Click here to learn more about these services, or to apply.

Please Note

E-mail to us from you is not encrypted. For your security, DO NOT send sensitive information-including account numbers-via e-mail. We never request sensitive information - account number, username, Social Security Number or password-via e-mail. Please contact us immediately if you receive such a request.


Online Banking FAQs

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What operating systems are recommended for Online Banking?

Recommended operating systems:
  • Windows Vista, 7, 8.
  • Mac OS X

Online Banking is optimized to use with certified/recommended operating systems. By using a different operating system, you may not be able to take full advantage of all the features within Online Banking

What browsers are recommended for Online Banking?

The following are the recommended browsers for use with Online Banking:
Recommended Browsers Download Location
Internet Explorer 8 and up www.microsoft.com/windows/ie/default.asp
Mozilla Firefox www.mozilla.org/products/firefox/
Google Chrome www.google.com/chrome
Safari 6 and up www.apple.com/safari/download/

Online Banking is optimized to use with the above recommended browsers. By using a different browser, you may have difficulties logging in or using certain features within Online Banking.

I forgot my Username or Password.

You can reset your password by clicking the Forgot Password link in the Online Banking login box. You'll need to provide your phone number and Username. (Note: Phone number must already be added to your account)

You can request your Username by clicking here: I forgot my Username.

Please call an Account Services Representative at 785-865-1000 during business hours if you need more assistance.

I know my Username and Password but want to change it.

Login to Online Banking and click on "My Settings" at the top. Use the "Update" link in the section you wish to change. Guidelines are included to help you meet the Username and Password requirements.

I'm having trouble logging in using Internet Explorer.

Browsers receive frequent updates which may alter their settings, and could be affecting your ability to login even though you know your username/password. Below are the optimal browser settings for Internet Explorer.

Internet Explorer

Cookie and Pop-up Settings

  1. From the top of the page, select TOOLS (sometimes displayed as a GEARS icon).
  2. Select INTERNET OPTIONS.
  3. On the GENERAL tab, make sure the box next to "Delete browsing history on exit" is blank.
  4. Select the PRIVACY tab. Set the slider to MEDIUM level.
  5. Click the SITES button.
  6. In the "Address of website" field, enter: www.douglascountybank.com
  7. Click ALLOW, then click OK.
  8. Click on the SECURITY tab
  9. Click the Trusted sites icon and then click the Sites button below.
  10. In the " Add this website to the zone" field, enter: www.douglascountybank.com" then click ADD
  11. Click on the PRIVACY tab, locate the Pop-up Blocker section and click the SETTINGS button.
  12. In the "Address of website to allow" field, enter: www.douglascountybank.com
  13. Click ADD, then CLOSE.
  14. Finish by clicking APPLY (if able), then click OK and restart Internet Explorer.

I'm having trouble logging in using Firefox.

Browsers receive frequent updates which may alter their settings, and could be affecting your ability to login even though you know your username/password. Below are the optimal browser settings for Firefox.

Firefox

Cookie, Pop-up and Security Settings

  1. At the top right of the page, select the menu icon () and click OPTIONS.
  2. Select the CONTENT icon.
  3. On the "Block pop-up windows" line, click the EXCEPTIONS button.
  4. In the "Address of website" field, enter: www.douglascountybank.com
  5. Click ALLOW, then click CLOSE.
  6. Select the PRIVACY icon.
  7. In the drop-down menu "Firefox will:" choose USE CUSTOM SETTINGS FOR HISTORY.
  8. Click the EXCEPTIONS button.
  9. In the "Address of website" field, enter: www.douglascountybank.com
  10. Click ALLOW, then click CLOSE.
  11. Finish by clicking OK and restart Firefox.

I'm having trouble logging in using Google Chrome.

Browsers receive frequent updates which may alter their settings, and could be affecting your ability to login even though you know your username/password. Below are the optimal browser settings for Google Chrome.

Chrome

Cookie, Pop-up and Security Settings

  1. At the top right of the page, select the menu icon (), then SETTINGS.
  2. Click Show advanced settings... on the bottom of the page.
  3. Under the PRIVACY section click the CONTENT SETTINGS button.
  4. Under the COOKIES section, make sure the radio button is set to "Allow local data to be set."
  5. Under the COOKIES section click the MANAGE EXCEPTIONS button.
  6. In the "Hostname Pattern" field, enter: www.douglascountybank.com
  7. Make sure the "Behavior" drop-down box is set to ALLOW and press Enter.
  8. Click the DONE in the lower right to close the page.
  9. You should be back to the CONTENT SETTINGS page.
  10. Under the JAVASCRIPT section, make sure the radio button is set to "Allow all sites to run JavaScript."
  11. Under the POP-UPS section click the MANAGE EXCEPTIONS button.
  12. In the "Hostname Pattern" field, enter: www.douglascountybank.com
  13. Make sure the "Behavior" drop-down box is set to ALLOW and press Enter.
  14. Finish by exiting all pages and restarting Chrome.

I'm having trouble logging in using Safari.

Browsers receive frequent updates which may alter their settings, and could be affecting your ability to login even though you know your username/password. Below are the optimal browser settings for Safari versions 7 and up.

Safari

Cookie, Pop-up and Security Settings

  1. At the top of the page, select the SAFARI menu (shown as a GEARS icon for Windows users).
  2. Select PREFERENCES.
  3. Select the AUTOFILL icon.
  4. Make sure the checkbox for "User names and passwords" is blank.
  5. Select the SECURITY icon.
  6. Make sure there are checkmarks next to "Enable plug-ins," and "Enable JavaScripts."
  7. Select the PRIVACY icon.
  8. Under the BLOCK COOKIES section, choose "From third parties and advertisers."
  9. Close the PREFERENCES window and restart Safari.

I want to add more of my accounts to Online Banking. What do I do?

Login to online banking and navigate to the ADDITIONAL SERVICES tab. Click on the "Add/Remove Accounts" form. This will submit a secured request to us. You may also contact an Account Services Representative at 785-865-1000 during business hours. We would be happy to assist you.

How much account transaction history can I see?

Once you first login, you can see up to three months of account history. After that Online Banking will accumulate account history for up to six months.

What's the difference between account balance and available balance?

Account balance is the balance at the end of the previous business day. Available balance is the current balance reflecting any pending transactions not yet posted.

Will my Online Banking Username/Password become inactive if I don't use it for a period of time?

Yes, for security purposes your Username/Password will become inactive after one year of non-use. If you wish to access online banking again you will need to re-enroll.

How do I export into Quicken?

  1. From within Online Banking, click on MY ACCOUNTS and click on the account you wish to export.
  2. Select the date range by clicking on the dates in the top left hand corner. You can chose the dates you wish to download. Click GO
  3. Cick EXPORT in the top right hand corner.
  4. Choose Quicken Financial Exchange as the export format, and click EXPORT and save the file.
  5. To search for help with Quicken, visit the Intuit Web site at http://www.intuit.com/support/

Login Security: What is it?

Login Security is a form of MFA (Multifactor Authentication) and is our online security feature that will provide you with additional protection when logging into Online Banking. It will allow us to validate you as the true owner of your account by recognizing not only your login information but also your computer. If your computer is NOT recognized, you will be required to complete an extra security step by receiving a verification code).
If you choose to set your computer to PRIVATE, a secure cookie will be placed on your computer. This will allow us to recognize the computer you're logging in with. For every login after you've set your computer to PRIVATE, the secure cookie is validated along with your Username and Password, and you will therefore NOT be prompted to receive a verification code. If you are logging in from a computer that you have not set to PRIVATE, the computer will not be recognized; therefore, after entering your Username and Password you will be prompted to receive a verification code as an extra security step.

Login Security: What happens when I set my computer to PRIVATE or PUBLIC?

The first time you login to online banking you will see the following: "Save time by registering your computer" You have the option to set your computer to PRIVATE (by choosing YES) or PUBLIC (by choosing NO).
If you click "Yes, register my private computer" You will able to login from that computer entering your username and password only; in other words you will NOT be prompted to receive a verification code every time you login. We recommend choosing this option if this is a PRIVATE computer (such as your personal work or home computer) and you will be logging in from this computer on a regular basis. This is not restricted to one computer; you can set multiple computers as PRIVATE.
If you click "No, this is a public computer" You will still enter your username and password to login to online banking, but will also be prompted to receive a verification code every time you login. We recommend choosing this option if this is a PUBLIC computer (such as a library, school, or friend's computer) and you will NOT be logging in from this computer on a regular basis. You can easily change these settings at any point in the future. To do so, login to online banking, click the "My Settings" link in the upper right, then update the fields you wish to change.

Login Security: How do I set up or change how I receive my verification code?

The first time you login to online banking you will see a Login Security Setup page. Follow the directions and indicate how you wish to receive your verification code: text message, voice call, and/or email. Remember, you will not have to receive a verification code every time you login if you set the computer to PRIVATE.
You can easily change these settings at any point in the future. To do so, login to online banking, click the "My Settings" link in the upper right, then update the fields you wish to change.

Login Security: I'm not receiving my verification code, what should I do?

In the box where you would enter your verification code once you have received it, click the link titled "Didn't get the code?" and then "Try a different method". If you are using a cell phone, make sure you have reception. If using email, make sure the verification code didn't get filtered into your junk mail folder. If you are still unable to log in to online banking, please call an Account Services Representative at 785-865-1000.
Once you have successfully logged into online banking, check the accuracy of the phone numbers and/or email addresses you have elected to receive verification codes. To do so, click the "My Settings" link.

Login Security: When logging in, I continue to be asked how I would like to receive my verification code even though I have set my computer to PRIVATE.

This is probably occurring because the secure cookie that was placed within your browser has been deleted. This can happen if you delete cookies from your machine. This is a common method that Spyware blocker software uses to remove potentially risky items from your computer. These solutions typically remove ALL cookies as a precaution, even though very few cookies are actually security risks.

In order to use this feature without being asked to receive a verification code at each login, the secure cookie that we use to identify your computer must stay within your browser. We recommend that you do not delete these cookies if you do not want to be asked to receive a verification code at each login. You can check your browser's cookie settings by following the instructions in the Q and A's listed above that correspond to your specific browser.

Please Note

E-mail to us from you is not encrypted. For your security, DO NOT send sensitive information-including account numbers-via e-mail. We never request sensitive information - account number, username, Social Security Number or password-via e-mail. Please contact us immediately if you receive such a request.


Mobile Banking FAQs

Android, iPhone and iPad Mobile Apps

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What are the Mobile Apps? Are they free?

Douglas County Bank’s Android, iPhone and iPad Mobile Banking Apps are software applications available for download from the Google Play Store or iTunes App Store. The applications enable you to access your account information, transfer funds, pay bills and more from any Android, iPhone, iPod Touch or iPad device. Douglas County Bank's Mobile Apps are FREE, but data rates may apply through your wireless provider. You should check with your wireless provider if you aren’t sure whether additional fees might apply.

How do I use the Mobile App? Will it work on my phone or tablet?

Search for "Douglas County Bank" from your device's app market and download the app. Once installed, open the app and enter your username and password – the same you use for Online Banking – and select the LOG IN button. No separate sign-up is required.

Compatibility (Device must have internet access – WIFI, 3G, 4G):

  • Android – Our Android App is compatible with nearly all Android phones running Android version 1.6 and up. An app for Android tablets is currently in development.
  • iPhone – Our iPhone App is compatible with any iPhone or iPod Touch running iOS version
  • iPad – Our iPad App is compatible with any iPad running iOS version

Is it safe to bank using the DCB Mobile Apps?

There is an inherent risk to conducting any type of business on the internet. We have implemented the following security policies within Mobile Banking to help protect your privacy:

  • You are required to authenticate yourself on each individual mobile device using the same information from online banking.
  • All communication between your mobile device and the mobile banking server is encrypted.
  • You password and account information are never stored on the mobile device.
  • All account numbers are partially truncated.
  • You are automatically logged out of the app after 10 minutes of inactivity.
  • You are unable to set up new bill pay payees with Mobile Banking.

Further recommendations to help keep your mobile device secure:

  • Download a reputable anit-virus app, if available, from your device’s app store. Some security apps offer the ability to wipe your phone, shut it down, and/or locate your device if lost or stolen.
  • Never store your own passwords on your device.
  • Utilize a password to unlock your device.
  • Educate yourself on internet security and identity theft. You can start by visiting our e-Security page.
  • If your device is lost or stolen, contact the police and your wireless carrier immediately.

Is a password needed for the Mobile App? Is a separate sign-up required?

For your security, you will need to enter a username and password to login to the Mobile App. You will use the same login information you do for online banking. No separate Mobile App sign-up is required.

How much transaction history can I see?

When you select an account name on the Accounts tab, the last 30 days of transactions will be displayed. Scroll down to see all of your transactions. Select the View More Transactions button to view additional transactions going back to 180 days.

What different kinds of funds transfers are available?

You are able to make transfers between the account you have enrolled for online banking. On the Transfers tab, you can enter an immediate transfer between your accounts. However, you are not able to see scheduled transfers on your device, nor can you change or remove a scheduled transfer this way.

Why can't I access the Pay Bills tab? Can I enroll for Bill Pay from my phone/tablet?

If you cannot access the Pay Bills tab, this means you have either not yet enrolled for Bill Pay, or have not yet set up any payees (people or companies you want to pay). At this time, for security reasons, you are unable to enroll or set up new payees from within the app; however, you can quickly and easily do so by going to our website's homepage and logging into Online Banking. Once there, click on the Bill Pay tab to get started. Once you've set up payees, you will be able to schedule and edit payments from within your app.

Can I view or edit pending payments? Can I view completed payments?

You can see a list of pending payments by selecting the Pay Bills tab. You can remove a pending payment but you cannot change it at this time. To remove a pending payment, select the payment you want to remove and select the Cancel Payment button. Then confirm that you want to cancel the payment. You can view completed payments on the payee list. You are able to view the last completed payment associated with each payee.

What does the "Remember Me" checkbox do?

Selecting the Remember Me checkbox gives the application permission to save your Username so that you do not have to enter it each time you attempt to log in. This information is masked and stored securely to keep your information safe.

My session timed out pretty quickly, can I change the timeout value?

Ten minutes is the only timeout option. For your security and protection, when there has been no account activity for ten minutes, the session times out and the Mobile App login page displays with a "Session Expired" message.

Is help available through my mobile device?

Click the Contact Us tab to find our support phone number 785-865-1000 and email address dcb@douglascountybank.com. For help regarding your mobile device and/or wireless Internet connectivity, contact your wireless provider.

Mobile Web Banking

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What is Mobile Web Banking? Is it free?

Mobile Web Banking is a service that enables you to access your account information, conduct transfers, and pay bills from any mobile device that has web browsing capabilities and an active data plan. No sign-up is necessary, but you must already be enrolled in Online Banking. If you do not already bank online - ENROLL NOW or LEARN MORE.

Mobile Web Banking from Douglas County Bank is FREE, but you are required to subscribe to a data plan through your wireless carrier. You should check with your wireless provider if you aren’t sure whether additional fees might apply.

How do I use Mobile Web Banking? Will it work on my phone?

To use Mobile Web Banking, all you have to do is open a browser and enter m.douglascountybank.com. Enter your username and password – the same you use for Online Banking – and select the LOG IN button. No separate or different registration is required. Answer any additional security questions (if needed) then select the CONTINUE button.

Mobile Web Banking will work on any mobile device with web browsing capabilities and an active data plan through a wireless carrier. It is available to all users enrolled in Online Banking. You must also own a mobile device with web browsing capabilities and subscribe to a data plan through your wireless carrier. The service works on all major mobile providers in the U.S., including but not limited to:

  • Alltel
  • AT&T
  • Cellular One (Dobson)
  • Nextel
  • Sprint
  • T-Mobile
  • US Cellular
  • Verizon Wireless
  • Virgin Mobile

I'm having trouble with my Enhanced Login Security question.

To reset your secret question and answer, login to Online Banking from a personal computer and click on USER OPTIONS in the upper right. Next, select LOGIN SECURITY - CHANGE CHALLENGE QUESTIONS and follow the instructions. Once you're done, try logging in from your mobile device again. If you have locked yourself out or need further assistance, Contact Us.

Tip: The answer to your security question is not case sensitive (e.g., Pine is the same as pine). However, it must be in the same format that was originally used (e.g., 1/2/10 is not the same as 01/02/2010 or Jan 2, 2010). When setting up the question and answer, try to select an answer that only you know and should be able to remember.

What does the 'Remember this phone' checkbox do?

Selecting the REMEMBER THIS PHONE checkbox activates extra security for your phone so you don’t have to enter the security challenge questions when accessing Mobile Web Banking using that phone. You also have the option to REMOVE EXTRA SECURITY FROM THIS PHONE, if needed, when you get inside Mobile Web Banking.

How much transaction history can I see in Mobile Web Banking? How do I view transaction details?

When you select an account name link on the Accounts tab, up to 15 transactions display for the last 10 days - scroll down to see all of them. Select the MORE HISTORY button to view more transactions; or, to see transactions for a different time period use the CHANGE DATE RANGE 'to' and 'from' fields entering the date as MMDDYYYY with no punctuation, then select the GO button. To view account history further back, login to Online Banking from a personal computer, where account history is stored for up to six months.

To view transaction details, simply click the payee name (e.g., Target) from the Transaction History page. You can view Date, Amount, Type of Transaction, Reference #, Store name and ID. Check images are not available for viewing at this time within Mobile Banking.

What types of funds transfers are available? Can I edit scheduled transfers?

If you have more than one account in Online Banking, both immediate and scheduled transfers are available. On the transfer tab you can enter an immediate transfer between your accounts using the TRANSFER NOW feature. Or to schedule a future transfer, use the SCHEDULE TRANSFER link.

To edit a scheduled transfer, go to the Schedule Transfer page, scroll down and select the EDIT SCHEDULED TRANSFER link to change the Amount, From Account, To Account or Date for any future dated one-time transfer. You can also select the DELETE SCHEDULED TRANSFER link to remove a future-dated one-time transfer.

Why can't I access the Bill Pay tab? Can I enroll for Bill Pay from my phone?

The Bill Pay tab is only enabled for users that have signed up for Bill Pay within the Online Banking application on a personal computer and have set up one or more payees (people or companies you want to pay). Once you have signed up for Bill Pay and added payee(s) from a personal computer, selecting the BILL PAY tab from your mobile phone will open the MAKE A PAYMENT page.

You cannot enroll for Bill Pay from your phone. You must access Online Banking using a personal computer, click the Bill Pay button and enroll there. You may have automatically registered for Bill Pay when you signed up for Online Banking. If so, all you need to do is set up one or more payees (people or companies you want to pay) to get started.

How do I make a payment using my phone?

Select the Bill Pay tab and review the PAY FROM account (to change it, select another account from the dropdown field and select the CHANGE button). Then select a payee name link from the list and enter the AMOUNT of the payment and the date to send the payment (as mmddyyyy), then select the PAY button. A confirmation message is then displayed, select OK to continue.

Can I view and edit pending payments? Can I view completed payments?

PENDING PAYMENTS - Yes, you can view and edit pending payments:
  • TO VIEW - Select the PENDING PAYMENTS link on the Make a Payment page. You can see up to 10 pending payments closest to today's date. Scroll down or use the VIEW MORE button to see additional payments.
  • TO EDIT - From the Pending Payments page, scroll to the payment you want to change and select the DETAILS link. On the Payment Details page select the EDIT button. Then change the amount, payment date, pay from account or payment category as needed and save your changes.
  • TO CANCEL - From the Pending Payments page, scroll to the payment you want to remove and select the CANCEL link. Then confirm that you want to delete the payment.
  • COMPLETED PAYMENTS - To view completed payments on your phone, select the PAYMENT HISTORY button on the Make a Payment page. You will see the most recent 10 payments that have been made. Use the MORE HISTORY button to see additional payments, a maximum of 90 days in the past. The details provided include the payee name, payment date, amount and "From” account.

Is it safe to bank using the Mobile Web Banking service?

There is an inherent risk to conducting any type of business on the internet. We have implemented the following security policies within Mobile Banking to help protect your privacy:
  • You are required to authenticate yourself on each individual mobile device using the same information from online banking.
  • All communication between your mobile device and the mobile banking server is encrypted.
  • You password and account information are never stored on the mobile device.
  • All account numbers are partially truncated.
  • You are automatically logged out of the app after 10 minutes of inactivity.
  • You are unable to set up new bill pay payees with Mobile Banking.

Further recommendations to help keep your mobile device secure:

  • Download a reputable anit-virus app, if available, from your device’s app store. Some security apps offer the ability to wipe your phone, shut it down, and/or locate your device if lost or stolen.
  • Never store your own passwords on your device.
  • Utilize a password to unlock your device.
  • Educate yourself on internet security and identity theft. You can start by visiting our e-Security page.
  • If your device is lost or stolen, contact the police and your wireless carrier immediately.

Is help available through my mobile device?

For help regarding Douglas County Bank’s Mobile Web Banking product, contact Customer Service by phone (785) 865-1000 or email dcb@douglascountybank.com. For help regarding your mobile device and/or wireless internet connectivity, contact your wireless carrier.

My session timed out pretty quickly, can I change the timeout value?

Five minutes is the only timeout option. For your security and protection, when there has been no account activity for five minutes, the session times out and displays the Mobile Web Banking log in page with a SESSION EXPIRED message.

Text Message Banking

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What is Text Message Banking? Is it free?

Text Message Banking is a service that allows you send short text commands to 454545 and receive account information back in an instant. Our Text Message Banking service is free; however, standard text messaging fees from your wireless carrier may apply. Check with your carrier for details. Yes, you must enroll for Text Message Banking by activating your phone. To do so, have your phone with you, and login to Online Banking. Click the MOBILE BANKING AND ALERTS link, and follow the steps. If you do not already bank online - ENROLL NOW or LEARN MORE.

How do I get started using Text Message Banking? Will it work on my phone?

You must enroll for Text Message Banking by activating your phone. To do so, have your phone with you, and login to Online Banking. Click the MOBILE BANKING AND ALERTS link, and follow the steps. If you do not already bank online - ENROLL NOW or LEARN MORE.

Text Message Banking will work on your phone as long as you have text messaging enabled with your mobile carrier and use a carrier that the service supports. (If you are unsure whether or not you have text messaging enabled on your phone, please check with your mobile carrier.)

Our Text Message Banking service works on all major mobile carriers in the U.S., including:

  • Alltel
  • AT&T
  • Nextel
  • Sprint
  • T-Mobile
  • US Cellular
  • Verizon Wireless
  • Virgin Mobile

How secure is Text Message Banking? Why do I need to verify my phone?

There is an inherent risk to conducting any type of business over wireless networks. We have implemented the following security policies within Text Message Banking to help protect your privacy:

  • To activate the service, you are first required to securely log in to Online Banking. During setup, you are prompted to verify your phone, which is an important one-time step that helps to ensure the security of Text Message Banking.
  • Text messages will never contain confidential information about you or your accounts, and all account numbers are partially truncated within the messages.
  • It is not possible to transfer money out of Douglas County Bank by using the service.
  • Your text message settings can only be adjusted by securely logging into Online Banking.

Further recommendations to help keep your mobile device secure:

  • Download a reputable anit-virus app, if available, from your device’s app store. Some security apps offer the ability to wipe your phone, shut it down, and/or locate your device if lost or stolen.
  • Never store your own passwords on your device.
  • Utilize a password to unlock your device.
  • Educate yourself on internet security and identity theft. You can start by visiting our e-Security page.
  • If your device is lost or stolen, contact the police and your wireless carrier immediately.

Where do I find my activation code? If I have not received it, what do I do?

During setup we will send you a text message with your activation code. If you have already submitted your mobile number during setup, please check your mobile device now. You should receive a text message with your activation code within a few minutes.

It might take several minutes to receive your code. If you feel you have waited sufficiently, you can click the RESEND CODE link. Please check your mobile device shortly for a new text message. If you still do not receive the code, be sure you entered the correct mobile number during setup. If you experience difficulties, we recommend that you complete the setup process again to obtain a new code. Not receiving the code may also be due to carrier network interference, in which case we recommend trying complete the setup process at a later time.

What is a primary Text Banking account? Can I get balances on my other accounts?

Your primary account is the default account that we will use when you text BAL to 454545. You should select the one you will likely want to check most often. You are able to easily change your primary Text Banking account at any time. Simply return to the Mobile Banking and Alerts page in Online Banking and select the EDIT link next to your primary account information.

To get balances on your other accounts, text "BAL ALL" to 454545. We will reply with a message containing the balances of all your checking, savings and credit accounts.

How do I transfer funds with Text Message Banking?

You can transfer funds from a designated "Source Account" into your Primary Account using the TRANS command followed by the amount; however, you must first set up your Source Account:

  1. Login to Online Banking and click "Mobile Banking and Alerts."
  2. Under the "Transfer source account" section, choose an account for funds to be transferred out of.
  3. Click "Save changes"
Once you have set up your Source Account, you can text TRANS, followed by the amount you wish to transfer, to 454545. For example: TRANS 100 will transfer $100 from your Source Account into your Primary Account. (You may also include cents; for example, TRANS 50.25) You will then receive a confirmation message. (If sufficient funds are not available in the Source Account, the message will indicate so, and suggest texting BAL ALL to receive the balances of all your accounts).

*Note: Caps are not necessary on text message commands.

What is the full list of keywords I can use? Are keywords case sensitive?

Text any of the following keywords to 454545:

  • BAL = Primary account balance
  • BAL ALL = All account balances
  • LAST = Last 5 transactions
  • HELP = Help on keywords
  • STOP = Deactivate service
  • TRANS = Transfer funds to primary account
Keywords are not case sensitive. For example, you can type "help" or "HELP."

I’ve noticed the keywords BAL CHK and BAL SAV. Why don’t these work?

We are not utilizing these keywords at this time. To check your balances on all accounts simply use the BAL ALL keyword.

Can I receive alerts via Text Message? How do I set it up?

ThThere are currently two types of alerts you can set up through Text Message Banking:

  • Weekly Balance Alerts: Receive a text with your primary account balance every Friday.
  • Low Balance Alerts: Receive a text when your primary account balance falls below a certain amount: $50, $100, $200, or $500.
    (Your primary account will automatically be checked three times daily at 8 a.m., 12 p.m., and 4 p.m. CT.)
To set up Text Message Alerts:

  1. Login to Online Banking and click "Mobile Banking and Alerts."
  2. Check the box next to "Text me when my primary account balance falls below" ..and choose an amount from the drop-down menu.
  3. Click "Save changes."

What is the number I should text commands to? How long does it take to get a response?

Text your keywords to 454545. This (You must have already activated Text Message Banking service from within Online Banking.)

You'll receive a text message response within a minute. Exact timing will depend on your mobile service carrier.

Can I change the phone number I have set up for Text Message Banking, or add another number?

Yes, you can do both. Login to Online Banking and navigate to the Mobile Banking and Alerts page. To change your phone number, deactivate your current cell phone and add your new cell phone number. To activate an additional phone number, click the "Activate another phone" link.

How do I deactivate the Text Message Banking service?

You can text back "stop" to 454545 on your activated cell phone, or you can return to the Mobile Banking and Alerts page in Online Banking and click the DEACTIVATE link next to your mobile device number. Your phone will no longer receive any text messages from Mobile Banking. You can add a new phone at any time if you change your mind later.

Please Note

E-mail to us from you is not encrypted. For your security, DO NOT send sensitive information-including account numbers-via e-mail. We never request sensitive information - account number, username, Social Security Number or password-via e-mail. Please contact us immediately if you receive such a request.


Bill Pay and e-Bills FAQs

Bill Pay FAQs

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How do I access the online bill payment system?

Login to Online Banking, choose "Bill Payment" from the top menu or click on "Pay your bills" under any of your account titles.

Can I make a bill payment to anyone?

Yes, you can pay any company, organization or individual with online bill pay.

Can I pay any person or business, even if I don't have an account number?

Yes, you don't need an account number to initiate an online bill payment.

When using Bill Pay, how long before a payment reaches the payee?

Generally a bill payment that generates an electronic ACH payment will credit the payee's account within two business days. If the payee is unable to receive payments electronically, a paper check will be sent which generally takes 4 days to be received.

Can I cancel a bill payment after I enter it?

Yes, you can cancel a payment prior to 8 p.m. the night before the scheduled payment date. You can't cancel a payment on the designated day a payment is to be sent. To cancel a payment, click the "Cancel" link in the Pending Payments section on the Make Payments page.

When will a bill payment be deducted from my account?

The amount of the payment will be deducted within one to two business days of the payment processing date.

If I have questions about the Bill Pay system, where can I get support?

From the Bill Pay system you can click on "help" under the Other Tasks section of the Make Payments page. For further assistance, call 785-865-1000 to speak with an Account Services Representative during business hours.

e-Bills FAQs

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What is an e-Bill?

An e-bill is an electronic version of your bill that you receive directly within Online Bill Pay, that you can view and pay immediately.

Are e-bills free?

Yes, e-bills are free and they can accelerate and simplify the bill paying process. You simply click it, view it, and pay it.

How do I sign up for e-Bills?

It’s easy to get started: login to Online Banking and go to the Bill Pay tab. Click the blue "Set up e-bill" link below the biller you wish to receive e-bills from, and follow the online instructions. You should begin receiving your bill online within 1-2 billing cycles. Please bear in mind that whether or not you continue to receive a paper statement in the mail is negotiated strictly between you and the particular biller.

Is an e-bill the same as an e-mail?

No, an e-bill is an electronic version of your bill that you receive directly within Online Bill Pay, that you can view and pay immediately while an e-mail is delivered to your personal e-mail inbox.

Do e-bills contain the same information as paper bills?

Yes, and in fact e-bills also look exactly like your paper bills. The only difference is that they are conveniently delivered to your Online Bill Pay.

Are e-bills reliable?

Yes, we log and track every bill that we receive to assure it is delivered to your account. We can also send you an e-mail if a recurring bill has not been delivered when it was expected.

Can you inform me when my e-bill arrives?

Yes, you can tell us to send you an e-mail when your e-bill arrives.

What if I need a paper copy of my bill?

Since your e-bill is available online at anytime you can always print a copy if you need one.

Can e-Bills help me avoid missing payments?

Yes, you can set up an automatic payment and we’ll pay your e-bill when it arrives. We can also send you an e-mail when your e-bill arrives and when it is paid.

When I set up an e-bill for a payee, which username and password do I enter?

You should enter your login information for that biller’s website. If you haven’t registered for online account access with your biller, please take a moment to do so before continuing with the setup process.

Why do I need to enter my usernames and passwords?

It enables us to retrieve electronic versions of your bills and present them to you in a single, secure location. Don’t worry, your login information is kept confidential.

Is the login information for my biller's websites kept secure?

Yes, we are committed to safeguarding the privacy and security of all your personal information. Your login information is kept confidential, and is used only to retrieve an electronic version of your bill from the biller’s website so that we can present it to you online.

What does Action needed mean?

The “Action needed” link usually indicates that we need you to provide updated login information or account specific information to set up an e-bill.

What if my payee sends me information in addition to my bill?

Any electronic notices that a biller sends to you will be presented to you just like an e-bill. Once you sign up for e-bills, all paper correspondence from the biller will be sent to the address of record that biller has for you.

Please Note

E-mail to us from you is not encrypted. For your security, DO NOT send sensitive information-including account numbers-via e-mail. We never request sensitive information - account number, username, Social Security Number or password-via e-mail. Please contact us immediately if you receive such a request.


ACH Payment Processing FAQs

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What operating systems are recommended for ACH Payment Processing?

Recommended operating systems:

  • Windows XP, Vista, 7
  • Mac OS X

e-Vantage Cash Management is optimized to use with certified/recommended operating systems. By using a different operating system, you may not be able to take full advantage of all the features within Online Banking

What browsers are recommended for ACH Payment Processing?

The following are the recommended browsers for use with e-Vantage Cash Management:

Recommended Browsers Download Location
Internet Explorer 8 or 9 www.microsoft.com/windows/ie/default.asp
Mozilla Firefox 4 and up www.mozilla.org/products/firefox/
Safari 5 www.apple.com/safari/download/
Google Chrome www.google.com/chrome

e-Vantage Cash Management is optimized to use with the above recommended browsers. By using a different browser, you may have difficulties logging in or using certain features within e-Vantage Cash Management.

I'm having trouble logging in using Internet Explorer.

Browsers receive frequent updates which may alter their settings, and could be affecting your ability to login even though you know your username/password. Below are the optimal browser settings for Internet Explorer 8 and 9.


Internet Explorer

Cookie and Pop-up Settings


  1. From the top of the page, select TOOLS (sometimes displayed as a GEARS icon).
  2. Select INTERNET OPTIONS.
  3. On the GENERAL tab, make sure the box next to "Delete browsing history on exit" is blank.
  4. Select the PRIVACY tab. Set the slider to MEDIUM level.
  5. Click the SITES button.
  6. In the "Address of website" field, enter: www.douglascountybank.com
  7. Click ALLOW, then click CLOSE (or OK).
  8. Still on the PRIVACY tab, click the ADVANCED button.
  9. Put check-marks next to "Override Automatic Cookie Handling" and "Always Allow Session Cookies."
  10. Select ACCEPT for "First-Party Cookies" and "Third Party Cookies."
  11. Click OK.
  12. Still on the PRIVACY tab, locate the Pop-up Blocker section and click the SETTINGS button.
  13. In the "Address of website to allow" field, enter: www.douglascountybank.com
  14. Click ADD, then CLOSE.
  15. Finish by clicking APPLY (if able), then click OK and restart Internet Explorer.

I'm having trouble logging in using Firefox.

Browsers receive frequent updates which may alter their settings, and could be affecting your ability to login even though you know your username/password. Below are the optimal browser settings for Firefox versions 4 and up.


Firefox

Cookie and Pop-up Settings


  1. At the top left of the page, select the FIREFOX menu and click OPTIONS.
  2. Select the CONTENT icon.
  3. Make sure there are checkmarks next to "Load images automatically" and "Enable JavaScript."
  4. On the "Block pop-up windows" line, click the EXCEPTIONS button.
  5. In the "Address of website" field, enter: www.douglascountybank.com
  6. Click ALLOW, then click CLOSE.
  7. Select the PRIVACY icon.
  8. In the drop-down menu "Firefox will:" choose USE CUSTOM SETTINGS FOR HISTORY.
  9. Click the EXCEPTIONS button.
  10. In the "Address of website" field, enter: www.douglascountybank.com
  11. Click ALLOW, then click CLOSE.
  12. Select the ADVANCED icon, and click on the ENCRYPTION tab.
  13. Make sure there is a checkmark next to "Use SSL 3.0."
  14. Finish by clicking OK and restart Firefox.

I'm having trouble logging in using Google Chrome.

Browsers receive frequent updates which may alter their settings, and could be affecting your ability to login even though you know your username/password. Below are the optimal browser settings for Google Chrome.


Chrome

Cookie and Pop-up Settings


  1. At the top of the page, select the WRENCH icon, then OPTIONS.
  2. Select UNDER THE HOOD from the column on the left.
  3. Under the PRIVACY section click the CONTENT SETTINGS button.
  4. Under the COOKIES section, make sure the radio button is set to "Allow local data to be set."
  5. Under the COOKIES section click the MANAGE EXCEPTIONS button.
  6. In the "Hostname Pattern" field, enter: www.douglascountybank.com
  7. Make sure the "Behavior" drop-down box is set to ALLOW and press Enter.
  8. Click the grey x in the upper right to close the page.
  9. You should be back to the CONTENT SETTINGS page.
  10. Under the JAVASCRIPT section, make sure the radio button is set to "Allow all sites to run JavaScript."
  11. Under the POP-UPS section click the MANAGE EXCEPTIONS button.
  12. In the "Hostname Pattern" field, enter: www.douglascountybank.com
  13. Make sure the "Behavior" drop-down box is set to ALLOW and press Enter.
  14. Finish by exiting all pages and restarting Chrome.

I'm having trouble logging in using Safari.

Browsers receive frequent updates which may alter their settings, and could be affecting your ability to login even though you know your username/password. Below are the optimal browser settings for Safari versions 4 and up.


Safari

Cookie and Pop-up Settings


  1. At the top of the page, select the SAFARI menu (shown as a GEARS icon for Windows users).
  2. Select PREFERENCES.
  3. Select the AUTOFILL icon.
  4. Make sure the checkbox for "User names and passwords" is blank.
  5. Select the SECURITY icon.
  6. Make sure there are checkmarks next to "Enable plug-ins," "Enable Java" and "Enable JavaScripts."
  7. Make sure there is a checkmark next to "Ask before sending a non-secure form to a secure website."
  8. Select the PRIVACY icon.
  9. Under the BLOCK COOKIES section, choose "From third parties and advertisers." (For older versions of Safari, click the SECURITY icon again, and under the ACCEPT COOKIES section choose "Only from sites I visit").
  10. Close the PREFERENCES window and restart Safari.

Enhanced Login Security: What is it?

Enhanced Login Security is a form of MFA (Multifactor Authentication) and is our online security feature that will provide you with additional protection when logging into e-Vantage Cash Management. It will allow us to validate you as the true owner of your account by recognizing not only your login information but also your computer. (If your computer is NOT recognized, you will be required to complete an extra security step by receiving a one-time access code).

If you choose to ENROLL your computer, a secure cookie will be placed on your computer. This will allow us to recognize the computer you're logging in with. For every login after you've enrolled your computer, the secure cookie is validated along with your login credentials (CompanyID, UserID and Password), and you will therefore NOT be prompted to receive a one-time access code. If you are logging in from a computer that you have not enrolled, the computer will not be recognized; therefore, after entering your login credentials you will be prompted to receive a one-time access code as an extra security step.

Enhanced Login Security: What happens when I enroll my computer?

If you choose to enroll your computer: You will able to login from that computer entering your login credentials only (CompanyID, UserID and Password); in other words you will NOT be prompted to receive a one-time access code every time you login. We recommend choosing this option if this is a PRIVATE computer (such as your personal work or home computer) and you will be logging in from this computer on a regular basis. This is not restricted to one computer; you can enroll multiple computers as PRIVATE.

If you choose NOT to enroll your computer: You will still enter your login credentials, but will also be prompted to receive a one-time access code every time you login. We recommend choosing this option if this is a PUBLIC computer (such as a library, school, or friend's computer) and you will NOT be logging in from this computer on a regular basis.

Enhanced Login Security: How do I set up or change how I receive my one-time access code?

Once you have successfully logged into e-Vantage Cash Management, check the accuracy of the phone numbers and/or email addresses you have elected to receive one-time access codes. To do so, click on "Manage Security Code Delivery" under the "Administration" tab. If you are the administrator, you may need to contact us at 785-865-1000 to make certain changes. If you are not the administrator, to make certain changes you may need to contact the individual in your organization who has been designated as administrator.

Enhanced Login Security: I'm not receiving my one-time access code, what should I do?

In the box where you would enter your access code once you have received it, click the link titled "I need it to be sent again." If you are using a cell phone, make sure you have reception. If using email, make sure the access code didn't get filtered into your junk mail folder. If you are still experiencing difficulties, contact us at 785-865-1000 during business hours and we can give you a one-time access code over the phone.

Once you have successfully logged into e-Vantage Cash Management, check the accuracy of the phone numbers and/or email addresses you have elected to receive one-time access codes. To do so, click on "Manage Security Code Delivery" under the "Administration" tab. If you are the administrator, you may need to contact us at 785-865-1000 to make certain changes. If you are not the administrator, to make certain changes you may need to contact the individual in your organization who has been designated as administrator.

Enhanced Login Security: When logging in, I continue to be asked how I would like to receive my one-time access code even though I have enrolled my computer.

This is probably occurring because the secure cookie that was placed within your browser has been deleted. This can happen if you delete cookies from your machine. This is a common method that Spyware blocker software uses to remove potentially risky items from your computer. These solutions typically remove ALL cookies as a precaution, even though very few cookies are actually security risks.

In order to use this feature without being asked to receive a one-time access code at each login, the secure cookie that we use to identify your computer must stay within your browser. We recommend that you do not delete these cookies if you do not want to be asked to receive a one-time access code at each login. You can check your browser's cookie settings by following the instructions in the Q and A's listed above that correspond to your specific browser.

e-Statement FAQs

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How do I sign up for e-Statements?

After logging in to Online Banking, choose "e-Statements" from the top menu. Click on the "enter" button under the e-statements section to apply. When your next statement is cut, we will notify you via email, and you may pick up your statement by logging into online banking and returning to the e-Statement tab.

Is there a cost for e-Statements?

No, e-Statements are available to all Online Banking customers for free.

If I have e-Statements will I continue to receive a paper statement in the mail?

Normally paper statements are discontinued after you begin receiving e-Statements. However, we can arrange to send both if needed.

I just signed up for e-Statements, but I can't see any of my statements!

You will not see your first e-Statement until the date of your regularly scheduled statement cycle. For example, if you signed up for e-Statements on the 20th, but your statement normally mails out to you on the 1st of the month, you will see your first e-Statement on the upcoming 1st of the month.

Does having e-Statements allow me to view previous statements?

Yes. After you begin receiving e-Statements you will begin to accumulate up to 13 previous statements. e-Statements are available to download to save as a permanent record on your computer.

I'm having trouble downloading my statements.

You need the free Adobe Reader software to download statements. Click the icon below to be taken to Adobe's website, where you can download Adobe Reader for free.

e-Security FAQs

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How private and secure is banking online with Douglas County Bank?

The privacy of communications between you (your browser) and our servers is ensured via encryption. For more information, please visit our SECURITY SITE.

What is encryption, and how does it make everything more secure?

Encryption scrambles messages exchanged between your browser and our Online Banking server. Basically it is a way to rewrite something in a code, which can then be decoded later with the right key. For more information, please visit our SECURITY SITE.

How secure is submitting online applications on your Web site?

Completing and submitting applications online is as secure as the Online Banking system. Your entire session, from beginning to end, is encrypted. Our system supports 128-bit encryption. For more information, please visit our SECURITY SITE.

What is Enhanced Login Security?

Enhanced Login Security is a form of MFA (Multifactor Authentication) and is our online security feature that will provide you with additional protection when logging into Online Banking. It will allow us to validate you as the true owner of your account by recognizing not only your login information but also your computer. If you choose to add this extra security, a secure cookie will be placed on your computer. This will allow us to recognize the computer you're logging in with. For every login after you add extra security to your computer, the secure cookie is validated along with your Username and Password, and you will therefore not be asked to answer an additional security validation question. If you are logging in from a computer that you have not added extra security to, the computer will not be recognized and we will request you answer a security validation question to authorize access to your online banking.

This secure cookie is only used by Douglas County Bank to validate your identity and does not contain any personal information.

Can I find more detailed information regarding Enhanced Login Security?

Yes. Login to online banking, click on User Options, then choose 'Enhanced Login Security.' On the right side of the page is a link titled "What is Enhanced Login Security?"

What is Multifactor Authentication?

Multifactor Authentication (MFA) protects against online fraud by providing an additional end user authentication factor beyond the username and password. MFA will include the use of both these forms of identification, but also requires additional credentials by utilizing Enhanced Login Security.

The enhanced security technology will protect your accounts from unauthorized access by recognizing not only your password, but your computer as well. If our system doesn't recognize your computer, we'll ask you to answer validation question(s) as an additional line of defense to prevent unauthorized access.

Do you have any information on end-user computer security?

Yes. Download our computer security pdf for security suggestions for helping to protect your home computer. Or visit our Protect Privacy micro-site to learn how you can help protect yourself against fraud and identity theft.

Please Note

E-mail to us from you is not encrypted. For your security, DO NOT send sensitive information-including account numbers-via e-mail. We never request sensitive information - account number, username, Social Security Number or password-via e-mail. Please contact us immediately if you receive such a request.


Visa Debit Card and Credit Card FAQs

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What cards do you offer?

We offer ATM cards, Visa Check Cards and Visa Credit Cards. We also offer Visa Check Cards and Visa Credit Cards for businesses.

How do I order a Visa Check Card?

You can request a Visa Check Card for your personal account by applying online, or visit any of our seven convenient locations to apply. One of our bank representatives can assist you with information on obtaining a Business Visa Check Card.

How do I activate my new Visa Check Card or ATM card? How do I change my PIN?

To activate your new card, call our Card Voice Response system toll-free at 888-227-3096. You can also change your PIN by calling the same phone number. Your current or assigned PIN will be needed to use the Card Voice Response system. You may also visit our Downtown, West 6th or South Iowa locations to activate a card or change a PIN.

I have a Douglas County Bank Visa Credit Card, not a Visa Check Card. How can I contact customer service for my credit card?

For information on your Douglas County Bank credit card account, call the number listed on the back of the card. You may also call the customer service number listed on your credit card statement: toll-free 800-423-7503.

I lost my Visa Check Card or ATM Card. What should I do?

Immediately report a lost or stolen card. Call our Account Services Department at 785-865-1000 Monday through Friday from 8 a.m. to 5 p.m. Or call toll-free 877-226-2351 after hours.

I have charges on my Visa Check Card I don't recognize. What should I do?

If you suspect unauthorized transactions, please call Accounts Services during business hours at 785-865-1000 or toll-free at 877-226-2351 after hours to have your card closed as soon as possible. For more information about the charges, contact us at any bank location during business hours.

My Visa Check Card will expire soon. When will my new card be sent to me?

Your new card will be mailed to your address two to four weeks before your current card expires.

How much can I purchase each day with my Visa Check Card?

The daily purchase limit on your Visa Check Card is $1,500 per business day.

How much can I withdraw from an ATM using my Visa Check Card or ATM Card?

The daily ATM withdrawal limit is $300 per business day. The ATM withdrawal limit is separate from your purchase limit.

Do you sell Visa Gift Cards?

Yes, Visa Gift Cards can be purchased at all of our bank lobbies for any amount up to $1,000. Visa Gift Cards are a great alternative to cash, and can be used anywhere Visa is accepted. They are convenient, secure, and can be replaced if lost or stolen.