E-Banking Help

General and Alert FAQS

Welcome to the E-Banking Help Center, specially designed to help you transition into the new and improved Online and Mobile Banking system.  If you're having trouble logging in, setting up payments, using the mobile app, or anything else, please use the help section on the side to find your answers.

 

FAST. FLEXIBLE. SECURE.

Advanced Security

In addition to your password, the new login will include an image as an added layer of security. Your username will remain the same, but you will be prompted to set up a new password and security questions.

Enhanced Bill Payment Service

Your bill payees and scheduled payments will transfer to the new system, but you should verify all of the bill payment information including payee address.

Expanded Real-Time Alerts

Alerts will occur in real-time and you’ll have new options to choose from, but you will need to reschedule your alerts in the new system.

Expanded Mobile Banking

Mobile banking will be improved with new fast balance feature to avoid the login. You will need to download the mobile application.

Plus, Enjoy All of the Current Features and Many New Enhancements

The new system will be more user friendly, and include expanded services like pending payments, and a personal budget management tool.

General FAQs

How much does the Online Banking cost me?

IT’S FREE! NASB’s Online Banking is a free service provided to all NASB customers.

Why is NASB changing its online and mobile banking systems?

Our customers have expressed interest in online banking features that are not available in the system, which has been in place for several years. The change is necessary and it will be an improvement that offers new tools for making managing your finances easier and also features enhanced security for your protection.

Will my account number change? No.  Your account number will not change with the upgrade of online and mobile banking systems.

Will my username change?

No. Please use the same username you always have to log in to the new system.

Will my password change?

You will be prompted to create a new password when you sign in to the new system after entering your existing username in the login box on nasb.com.

Where do I login?

The online banking login is located on the home page of NASB's website (nasb.com) in the same place that you've signed in before.

Will the login process change?

You will need to go through a slightly different process the first time you login to the upgraded system. The first time you log in, you’ll need to know this information:

  • Username (current online banking username)
  • Email
  • DOB
  • First & last name

When is the new system changing? 

The new system will be available towards the end of November.  For security reasons, we will not publish the launch date online.  We will be emailing customers frequently to prepare them for the coming change.

Will there be any downtime associated with this change of systems, preventing me from accessing my accounts online?

There should be no noticeable service interruption for our customers accessing online banking.  As with our normal system maintenance, there will be a brief period of time during the middle of the night, when the online banking system will be unavailable for several hours. There will be a 3-day window when our bill pay service will not be accessible, and we will notify these customers in advance so they can prepare.

Will the new online banking site be as secure as the current site?

The new online banking service will feature enhanced security to protect your customer information.  The login process will be slightly different; when you first re-enroll you will be asked to select a personal image from a gallery of pictures, create a pass phrase, and set up the answers to three challenge questions. When you login, your image and pass phrase allow you to verify you are actually on NASB’s secure site, protecting you from identity theft. Upon their next visit, most customers can simply enter the site with their User ID and password. An extra layer of security may be triggered for certain transactions, but that's for your protection as well.

Will I need to login to online banking first, before I can use the new mobile banking application?

After the new system is live, you are able to login to either online or mobile banking immediately.  You do not need re-enroll in online banking to use the app; you can find the NASB mobile app in the iPhone app store or Google Play.

What is the mobile fast balance feature?

In our new mobile banking app, you will have the option to conveniently view your account balances without having to log into your account.  You will need to enroll to use Fast Balance.

Will the new mobile app offer mobile check deposit, using a picture of the check image?

Yes.  You will continue to be able to deposit checks into your NASB account remotely as you do today, using the NASB Mobile app on your camera phone.

Will Apple Pay be included in the new Online Banking?

NASB is working diligently to bring our membership Apple Pay…stay tuned.

Will my Bill Pay payments and payees transfer over?

Your payments and payees should transfer to the new system. We recommend you verify your payee and bill pay information after the system is converted. If you use the e-bill service, you will need to re-enroll after the upgrade goes live.

Will alerts transfer to the new online and mobile banking systems?

No.  You will need to re-enroll in alerts in the new system; but, there will also be more alerts from which to choose.

Will SMS Text Banking be Available?

SMS Text Banking is available in the new system, and can be easily setup in the Profile section of Online Banking.

Will my transfers to external accounts at other financial institutions or individuals be affected by the system conversion?

Your recurring transfers to NASB accounts will not be affected. However, transfers that you have established with external accounts at other financial institutions or to individuals will be affected.  The external account and person-to-person (POP money) payment information will not convert to the new system.  Therefore, please record external account numbers in order to re-establish your external transfers in the new system.

Will my internet browser be supported?

A browser that supports a minimum of 128-bit encryption is required.  The new Online Banking site supports the two most recent versions of the following browsers: (Windows) Internet Explorer, Firefox, Safari, and Chrome; (Mac) Safari, and Firefox.  We recommend using the latest versions of these browsers, if possible. We also recommend having JavaScript & Cookies turned on.

Alert FAQs

Which Online and Mobile Alerts are available?

You can choose from a wide range of enhanced Mobile Alerts at NASB, including transaction and security alerts.

  • Balance Alert – Receive an alert when your balance drops below or exceeds a threshold amount. 
  • Daily Balance Alert – Receive an alert with your account balance daily at a time you choose.  
  • Transaction Alert – Receive an alert for any or all of the following transactions: Card purchase, Payment, Fee, Deposit, or Withdrawal.  
  • Check Cleared Alert
  • Loan Due Alert – Receive an alert when your loan approaches its due date.  You may even set up periodic reminders until the payment is made. 
  • Statement available
  • CD Maturity Alert
  • Reminder Alert

What are Reminder Alerts?

You will have the ability to set an alert to send yourself a personal reminder message at the date and time of your choice.  For example: birthday, anniversaries, appointments, etc.

Which mobile service providers DO NOT support NASB Mobile Text/SMS & NASB Mobile Alerts?

If your mobile provider is not included in the provided list, your provider may not support text messages from NASB. Please note: smaller carriers may use the networks of the larger carriers that are certified. If you have questions regarding the network your carrier uses, please contact a customer support representative for your carrier.

Why do I have to re-enroll to get my current alerts?

Your current alerts will not transfer over when we upgrade our system.  Alert enrollment is simple. Follow these easy steps:

  • Log into Online Banking.
  • Select “Alerts” at the top of the page.
  • Select which alert(s) you want to subscribe to.

Will alerts transfer to the new online and mobile banking systems?

No.  You will need to re-enroll in alerts in the new system; but, there will also be more alerts from which to choose.  

Why should I enroll for alerts?

Account alerts help you manage and protect your accounts by alerting you to activity in your account. What time will I receive my alerts?

There is more flexibility in scheduling. You will now be able to select the time of day when you would receive each alert you enroll in.

How do I enroll for alerts? Follow these easy steps:

  • Log into Online Banking
  • Select “Alerts” at the top of the page
  • Select which alert(s) you want to subscribe to

Be sure to preview the slideshow tutorial, videos, and FAQs.    

Does NASB charge me to have alerts?

No, NASB does not charge a fee for using NASB Mobile services or downloading our Mobile app. However, you should check with your wireless carrier, as message, data, and text messaging rates for your mobile device may apply from your carrier.  

How can I use alerts to help monitor my account against fraudulent transactions? By enrolling in the “Transaction Alert”, you will be notified whenever a transaction is posted on your account, helping you monitor all activity as it happens.  

Why am I not receiving my previous alerts? Previous alerts did not transfer over when the system was upgraded. 

You will need to re-enroll for the alerts you would like to receive. Alert enrollment is simple, follow these easy steps:

  • Log into Online Banking
  • Select “Alerts” at the top of the page
  • Select which alert(s) you want to subscribe to

What is NASB Text Banking?

Text Banking gives you the ability to access your eligible accounts from a mobile phone or device via text messaging. To use this service you must first enroll by adding your mobile number for “Text Banking” in Online or Mobile Banking Personal Settings/User Profile.  Simply text NASB at (# TBD)with text commands to view account balances, transfer funds quickly and easily.  Standard text messaging rates may apply.  Check with your mobile service provider for fees and charges.

 

Login Help and EBank FAQS

Login Help

Welcome to NASB's new Online Banking, the simple and secure way to manage your finances anytime, anywhere. The below video will demonstrate how to create a new password and security questions. Existing users: to login, enter your current username and click “login”.  You will be prompted for your account number. If you do not know your account number, it is on your statements or you may call Deposit Services.

E-Banking FAQs

Why is there a new set of steps when logging into the system?

We have added a layer of protection. In the prior system, you were using only a Username and Password. Now the Username and Password will be split into two separate screens and you'll use a personalized image and pass phrase. This helps you know that you are on the secure NASB website.

What should I do if I do not recognize the personalized image or pass phrase?

If you do not recognize the personalized image or pass phrase, do not enter your password. Please contact NASB immediately.

Do I need to set up a new password? I am unable to use my old password.

You will use the last 4 digits of your SSN initially, but will be prompted to change it immediately. You may change it to the password you use in the prior internet banking site, if you wish.

Why won’t the new system accept my password?

Please make sure the password is between 8 and 20 characters long. It must contain at least one letter, one number, and may contain a special character. Remember your password is case sensitive and cannot contain any spaces.

What information do I need to log into the system for the first time?

Please be sure to have your NASB account number, email, date of birth, social security number, and zip code.

Why is NASB changing the online banking system?

We are changing the way you login to NASB Online Banking to better safeguard the privacy and security of your personal information and to provide you with the latest technology that includes many new features.

Why won’t the system accept my answer for the security questions?

You will not be able to use the same answer more than once. Enter your answers carefully as you will need to supply the exact same answer each time you are asked the security questions.

Who do I contact if I have any additional questions?

If you have questions during this process, you can always click on NASB Live Chat to receive assistance from a Customer Service Representative or call Deposit Services directly.

Why was I logged out of the system?

Your session will end if there has been no activity for 20 minutes. You will receive a time-out warning pop-up message 2 minutes before the session is automatically ended.

Why am I seeing a random security image the first time I am using the new system?

First time Online Banking users will see a random security image. To select your image, please continue with the login process.

Why do I keep getting asked my security questions each time I log into the system?

If the system does not recognize the device you are using to access the system, security questions will be required each time for entry.

Do I need to re-enroll in both online banking and mobile banking?

No. Once you enroll in either online banking or mobile banking, you will automatically be enrolled in both.

How do I access the system after being locked out?

You may contact Deposit Services or visit your local branch location.

I forgot my password, how can I reset it?

You may use the “Forgot Password” link on our website to reset your password.

How do I change my password or security questions?

You can change the password and security questions by going to the User Profile tab on the website. Under Options, you can click on Change Password or Setup Profile to change the security questions.

Why am do I receive a security challenge when I attempt some transactions or profile updates?

In order to protect your account, NASB uses Knowledge Based Questions obtained from public databases or verification by phone/text. These security challenges will occur for high risk transactions including Bill Pay, External Transfers, Person to Person Transfers, contact information updates, or adding a secondary user.

Will I have to download a Mobile App when the new system goes live?

Yes. You can find the NASB application in the iPhone app store or Google Play.

Payments and Mobile Help

Payments Help

Welcome to NASB's new Online Banking, the simple and secure way to manage your finances anytime, anywhere.

FAQs

Is there a fee for using the new Bill Pay system?

NASB’s Bill Pay is a standard service that is free to all NASB deposit customers.

One (or some) of my bill payment payees did not carry over into the new system. What should I do?

  1.     Login to NASB’s Online Banking and select the Bill Pay icon.
  2.     Select the “Payees” tab and click on the Add Payee button.
  3.     Select the type of account: Business or Individual.
  4.     Enter the Type of Business.
  5.     Enter the payee’s name in the Business Name field.  A list of frequently used businesses will appear as you type.
  6.     Select your payee from our list, or enter the details manually.
  7.     Complete the Account Number & Confirm Account Number fields.
  8.     The Name on Account field will auto-populate with the Primary customer’s name. If this is not the name on the actual bill, then please edit.
  9.     Once you have added your payee, click Submit to schedule a payment.

Can I still pay individuals?

Yes. You will still have the ability to pay individuals through Bill Pay.  An alternative method to pay a person is to make a Person-to-Person transfer. This service is featured under the Transfer tab. You simply use the person’s email or phone number to schedule the transfer, and the recipient will receive a message.  The individual will need to use PayPal to retrieve the funds, and if they do not already have a PayPal account, they will be prompted to set one up.

 Can I make bill payments from different accounts?

Yes, you can use different accounts to pay different payees. The payment account must be a checking account and only one payment account can be used to make a payment.  You can’t split a bill payment between 2 payment accounts.

Payment Activity tab:  Will the payments showing in the scheduled payments section already be deducted from my balance?

No, these payments have not yet been deducted from your balance.  The payments will be deducted once the payment is processed.

Can payments showing in the scheduled section be deleted?

Yes, you are able to edit or delete any payments in the Scheduled payment section.

What should I do if my Payee address does not match the one that is auto-populating?

Use the address that is on your bill.

What is this $ icon for on the Payees tab?

This icon allows you to quickly make a payment.

I scheduled 2 payments to be delivered on the 13th.  One payment was debited on the 12th and the other on the 14th.  Why are they different?

The delivery method of the payment determines when the funds will be removed from your account. For electronic payments, the funds are debited from your account one business day before the payment is sent.  Payments sent by check are deducted when the check clears.

How can I tell what the payment delivery method is?

On the Payees tab, click on the payee name and the payee details will open.  The number located in the days to deliver section will tell you the delivery method. 1-2 Days: Electronic payment 4-5 Days: Check payment

When adding a Payee, the “Name on Account” field auto-populated with my name on it, but the bill is not in my name.  Can I change it?

Yes, you will want the name to reflect the name shown on the account you are paying.

Can I schedule recurring bill payments?

Yes. When you are scheduling payments, there is a “Frequency” dropdown box that will allow you to choose either a One Time payment or one of the following recurring options: Weekly, Bi-weekly, Semimonthly, Every 4 Weeks or Monthly.

What are eBills and how do I enroll?

eBills are online versions of your paper statements and bills that you receive, review, and pay through Bill Pay. You'll save paper and time! Best of all, eBills are free with our Bill Pay service. How to get eBills:

  1. First, sign up for Bill Pay or, if you already are a user, sign on to nasb.com and click the Bill Pay icon.
  2. Set up your Payees. For Payees who offer electronic billing, you can activate eBills by clicking Enroll next to any eligible Payee.
  3. To complete enrollment of eBills for a payee, enter the Username and Password that you set up with that biller (hint: this is the username and password that you use to log into this biller’s secure billing and payment site).
  4. You will receive notice via email when your eBill is ready.

I had eBills set up prior to the conversion but I don’t see them on the new system. Where are they?

Unfortunately, we were unable to convert over your existing eBills to our new system.  You will need to re-enroll.  We are sorry for the inconvenience.

Can I cancel scheduled Bill payments & external transfers on the mobile app?

Yes.  You will have the ability to cancel or edit your payments.  

  1. Choose Bill Pay from the menu options
  2. Click Scheduled Payments
  3. Choose the scheduled payment you want to delete or edit

How do I set up payees in Bill Pay?

Before you get started, it is helpful to have recent copies of your current bills available when you set up your payees, as you will be asked to verify or enter a payment address and account information. You can set up your payees online in just a few easy steps:

  1. Login to NASB's Online Banking and select the Bill Pay icon.Select the “Payees” tab and click on the Add Payee button.
  2. Select the type of account: Business or Individual.
  3. Enter the Type of Business.
  4. Enter the payee’s name in the Business Name field.  A list of frequently used businesses will appear as you type.
  5. Select your payee from our list, or enter the details manually.
  6. Complete the Account Number & Confirm Account Number fields.
  7. The Name on Account field will auto-populate with the Primary customer’s name.  If this is not the name on the actual bill, then please edit.
  8. Once you have added your payee, click Submit to schedule a payment.

How do I edit a payee?

  1. Go to the Payees tab.
  2. Click on the Edit icon.

How do I delete a payee?

  1. Go to the Payees tab.
  2. Click the X icon to delete the payee.

What happens if I set up a Bill Pay payment, but I do not have funds in my checking account?

This system will only pay the bill if the money is in the account—the opposite of what we have done in the past.  If the funds can’t be transferred to the clearing account, the item won’t be paid and no fee will be assessed.

When setting up a payment, a date auto-populates in the Deliver By field. Do I have to use this date?

No, you do not have to use this date. The date that populates is defaulted to display the earliest delivery date available. You can select a different date using the calendar.

How do I make a person to person payment on the mobile app?

  1. From the main menu, choose the Pay a Person option.
  2. Click on Make a Payment.
  3. Then you will choose to either Add a payee manually or you can Add from Contacts.

For a Person to Person payment, does the individual receiving the payment need to have a checking account?

No. The individual receiving the payment is not required to have a checking account, but may need to set up a Paypal account.

 

Mobile Help

Welcome to NASB's new Mobile Banking, the simple and secure way to manage your finances anytime, anywhere. The below video provides a virtual tour of NASB's new Mobile Banking.

FAQs

Will the mobile app have the same features and functions as the desktop Online Banking site?

The Mobile Banking app contains many of the same core features as the desktop site with the exception of account aggregation and the ability to edit your budget management (view only).

Can I still pay individuals?

Yes.  You will still have the ability to pay individuals through Bill Pay.  An alternative method to pay a person is to make a Person-to-Person transfer. This service is featured under the Transfer tab. You simply use the person’s email or phone number to schedule the transfer, and the recipient will receive a message.  The individual will need to use PayPal to retrieve the funds, and if they do not already have a PayPal account they will be prompted to set one up.

Can I pay bills using NASB’s Mobile App?

There are two easy ways to pay bills using NASB’s Mobile App. You can use the Bill Pay service or transfer money between NASB accounts in order to make a credit card or loan payment.

Is there a fee for using Mobile Banking?

No. NASB does not charge a fee for using NASB Mobile services or downloading our Mobile app. However, you should check with your wireless carrier, as message and data rates for your mobile device may apply from them. For Mobile Text/SMS, it might cost you more, as some carriers charge for text messaging depending on your plan. For Mobile Web and our Mobile App, you need to have a plan that supports "data", which could cost you more.

How do I start using NASB Mobile Banking App?

If you own an iPhone or Android smartphone, you can download the App (or Launcher) right from your device's app store.

What are NASB Alerts?

Alerts are notices that you set up to automatically alert you when select activity occurs on your accounts. Alerts are sent through text or email directly to your mobile device and are an easy, effective way to keep track of your account activity and to monitor your accounts for fraudulent transactions.

What kind of mobile device is required for NASB’s Mobile App?

For the Mobile Text/SMS service, your mobile device must be capable of sending and receiving text messages. For NASB's Mobile App, you need a mobile device capable of downloading and accessing our free app from your device-type's application store.

What types of accounts can I view/use with NASB’s Mobile App?

The following accounts are accessible with NASB Mobile: 

  • Checking 
  • Savings, IRAs, and CDs 
  • Money Market 
  • Consumer Loans (Auto, HELOC, Share)
  • Auto Loans 
  • Home Loans 
  • Business Accounts

How does NASB's Mobile Check Deposit work?

NASB Mobile Deposit works by using the camera on your phone to capture an image of the check. The image is processed the same way as making a deposit at a branch or at an ATM. None of the check images are stored on your phone, so you can rest assured that it is secure. Your check image is transmitted for processing and verification. Once approved, the money is deposited into your account!

Will I have to download a Mobile App?

Yes. The application can be downloaded for free from your device’s app store.

What is Fast Balances?

Fast Balance allows you to view the balance of your account, once set up, without logging in. After opening the app, simply swipe down the green and blue tab above the Username field and your real-time balance will appear.

What is NASB Text Banking?

Text Banking gives you the ability to access your eligible accounts from a mobile phone or device via text messaging. To use this service, you must first enroll by adding your mobile number for “Text Banking” in Online or Mobile Banking Personal Settings/User Profile. Simply text NASB at (# TBD)with text commands to view account balances, and transfer funds quickly and easily. Standard text messaging rates may apply. Check with your mobile service provider for fees and charges.

Text Banking commands:

bal - returns the balance on your primary checking or savings account. When you create short nicknames for text banking, you can use the short nicknames with the balance command to find the balance of any account such as: bal <nickname> For example, if you gave a nickname to your checking account as chk, you could text bal chk to get the balance information. Texting the command bal all will return the available balance of all your accounts. hist - returns the history with last 5 transactions of your primary account. The short nicknames can be applied to the command as hist <nickname> For example, if you gave a nickname of chk to your checking account, you could use hist chk more - The more command is used with the hist command. When you request the history of an account by texting hist, it returns with the last 5 transactions. To get the next 5 transactions, simply text more. Texting more again will return the next 5 transactions and so on until there are no additional transactions available on your account. nick - returns a list of all your account nicknames. help - returns a list of all commands. stop - this command will unsubscribe the phone from Text Banking.

Welcome to NASB's new Online Banking, the simple and secure way to manage your finances anytime, anywhere. The below video will demonstrate how to create a new password and security questions. Existing users: to login, enter your current username and click “login”.  You will be prompted for your account number. It is up to 9 digits.  Do not include the suffix after the dash and do not use the routing number. If you do not know your account number, it is on your statements or you may call Deposit Services.