Online Banking Troubleshooting

    What if I forgot my Password?

    Answer:

    We recommend using a desktop computer when changing your password.

    To change your password, click the “Forgot Your Password?” link on the Sign On page, below the “Sign-In” button. Use your Sign-On ID and your Email to request a numeric one-time-password by email. You must then use the one-time-password within three minutes to receive a second email containing a temporary password that you can replace once you log-in to your account.

    If there is no link on the page to change your password, simply click the “Feedback” link to leave a message with your full name. We will then get in touch and assign you a temporary password to log back in.

    What if I forgot my Username/ Login ID?

    Answer:

    If you have forgotten your Username/Logon ID for Virtual Branch, please contact Member Services at 713-8501600 or 800-392-5084.

    What if I would like to change my Username/ Login ID?

    Answer:

    If you would like to change your Username/Logon ID for Virtual Branch, please contact Member Services at 713-8501600 or 800-392-5084.

    Why do I occasionally get an ALERT screen?

    Answer:

    Virtual Branch will automatically log you off if you have remained idle for a period of time. This is done in case you have forgotten to log off the system. If you are idle on a particular page for a while, the system may interpret this to mean that you have left the system and will subsequently log you off. When you request your next page, you will be presented with the ALERT screen and you will need to log back into your account.

    When I sign in, I am immediately presented with an ALERT screen saying I have performed an illegal activity.

    Answer:

    This is most commonly caused by your browser not being configured to accept cookies. You should be aware that Virtual Branch depends on cookies to verify your identity after signing in. If you've disabled cookies from within your browser, or if you are running third-party software that intercepts or deletes cookies, you will not be able to use Virtual Branch to manage your accounts. With Microsoft Internet Explorer, you have the option of ordering your browser to disable all cookie use, to accept all cookies, or to alert you every time a cookie is offered. Then you can decide whether to accept one or not. If you have your cookies disabled, you will be presented with an ALERT page whenever you attempt to Sign-on. If you chose to be prompted every time a cookie is offered, you will get a number of dialog boxes after signing in asking whether you want to accept the cookie. If you answer yes to these dialog boxes, you will be allowed to use the system. If you answer no to any of these dialog boxes, you will be presented with the ALERT page.

    I'm "Locked Out". What do I do?

    Answer:

    For security reasons we require that you contact Member Services at 713-8501600 or 800-392-5084.

    I've requested an Account to be added, but it doesn't show up in my Accounts summary.

    Answer:

    When you request an account to be added, it will usually show in your Accounts summary the next time you sign on. Occasionally, it may not appear until the next business day. If the account doesn't show up in your Accounts summary page after one business day, send a message to the Member Service Desk and the matter will be researched.

    The information in the transaction register doesn’t appear to be up-to-date.

    Answer:

    Virtual Branch is updated each morning with posted transactions from the night before. Transactions made on weekends and holidays will not post to your account until the next business day.

    If you feel that an item has cleared but is not showing in your register, send a message to one of our Service Desks using your mail option.

    There is a transaction in my Register that I do not recognize.

    Answer:

    If there is a transaction in your register that you don't recall making or creating, send a message to one of our Service Desks using your mail option. Please specify the transaction information and the issue will be researched by our staff.

    I can view other areas of Smart Financial's Web Site but I can't get into Virtual Branch. What's wrong?

    Answer:

    If you are able to view other areas of our Web Site, but are unable to access Virtual Branch, it may indicate that you are having a problem accessing secured sites in general. Both your browser and Internet Service Provider must support secured sites. Refer to the requirements for using Virtual Branch. Another reason that you might not be able to access Virtual Branch is that cookies may not be enabled. In order to enter the secure encrypted site, you must be accepting cookies. To enable cookies, please refer to the Help function of the Browser in which you are using.

    Can a business account setup Cross Member Transfers?

    Answer:

    No. The Cross Member Transfer feature is only available for member accounts. This feature is not available for businesses.

    Content
    I DeclineI Accept