My Online Banking Account Is Locked – Now What? | Gate City Bank (2024)

We care about protecting your personal information! As a safety measure and to prevent unwanted access to your account, we may ask you a challenge question or to provide a one-time passcode to access your online banking account.

Challenge Questions: These are generated from public records and may involve information from several years ago, such as past vehicle registrations. If you ever have trouble recalling answers to the questions, please contact us.

One-Time Passcodes: While logging in to your online banking account, you may be prompted to enter a passcode to proceed to your account. You’ll be asked if you would like this passcode sent via text or phone call. This one-time passcode is valid for one login session.

Events that trigger a challenge question or passcode include:

• A recently failed log-in
• Logging in from an unknown device
• Logging in from a network that has not previously been associated with your device

As an additional security measure, if requested, your account settings can be adjusted to ask challenge questions each time a login is attempted.

This is likely a standard message indicating that you’ve merely entered an invalid User ID or password. If you receive this message and need assistance logging in to your account, click on the “Forgot User ID” or “Forgot Password” links and then follow the prompts. If you have any further questions, please contact us for assistance!

From either route, you’ll find the following information:

• Account name
• Nickname
• Current balance
• Routing number
• Account number
• Date opened
• Interest rate
• Year-to-date interest

We make the process easy! Consider a few factors:

• All new accounts will automatically be enrolled in or added to your existing online banking account within one business day of being opened.
• Closed accounts will not be visible in online banking. Online statements will be available for two years from the date closed.
• You can hide an account without removing it, if needed. To hide an open account in online banking, from the “Accounts” menu, select “Hide Accounts.” Uncheck the box next to the account you wish to hide, then click “Save.” Simply recheck the box to see the account again.

We take the protection of your personal information very seriously. To protect your online security, we strongly encourage users NOT to share online banking profiles or login credentials. A joint-account owner can call and discuss the account, but any maintenance for online banking can’t be done by someone other than the online banking owner.

If you would like your spouse to have access to online banking for a joint account, you’ll need to register separately for online banking accounts. Please contact us with any questions or if you need further assistance!