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We're just a phone call away. Not only that, we've provided resources that can solve almost any Online Banking issue you may have, including self-service links and FAQs that can answer nearly any question.

Most Frequently Asked Questions

What accounts are eligible for Online Banking?

Online Banking is available for checking or savings accounts, certificate of deposit accounts, loan accounts, credit card accounts or BancWest Investment Services1 accounts.

How do I enroll in Online Banking?

From the Bank of the West home page, click “Enroll” from the Online Banking sign in area.

To enroll, you'll need:

  • Your Bank of the West account number (checking or savings account, certificate of deposit account, loan account, credit card account or BancWest Investment Services1 account)
  • A valid email address

You may also need:

  • Your Bank of the West debit card number
  • Your Social Security number

Follow the on-screen prompts and create your Username and Password.

How do I change my Password?

Go to Accounts>Services & Support. Under the Profile category, click Change Password or Username.

How current is the account balance information?

The account balance and transaction information is usually current and up-to-date at the time that you sign in to Online Banking. However, your last transactions could take up to two business days to display.

What's an eBill?

An eBill is an electronic version of a paper bill you receive at home. You can set up eBills for eligible companies. In Bill Pay we'll notify you by email when we have received your eBill. You can view your eBills within Bill Pay. You can set up payment reminders or automatic payments from your eBills.

What is Popmoney®?

Popmoney personal payment service lets you send, request and receive money to or from friends, family or just about anyone in the U.S., online or through your mobile device. You can access Popmoney directly from Bank of the West Online Banking.

What are Alerts?

Bank of the West alerts notify you by email or text message when transactions occur in your Online Banking accounts. You can sign up to receive alert messages in Online Banking.

  • Balance: Balance alerts notify you when your account balance is greater than or less than the limit you specify. Set alerts for a low balance, and you’ll know when you need to move money into your account. Low balance alerts can help you monitor your finances and may help you avoid overdrafts. This alert is based on the previous business day’s information. For more current balance information, please sign in to Online Banking.
  • Budget: Budget alerts notify you when the amount spent in a category is greater than your budgeted amount. This alert is based on the previous business day’s information. For more current budget information, please sign in to Online Banking.
  • New Secure Message: New secure message alerts notify you that you've received a message in the Online Banking Message Center. This includes important bill pay information and other secure communications.
  • Security: This automatic alert notifies you of important events regarding your Online Banking profile.
  • Transaction: Transaction alerts notify you when credit, debit and other transactions occur in your account. This alert is based on the previous business day’s information. For more recent transaction information, please sign in to Online Banking.
  • Transfer Notification: Transfer notification alerts notify you when a transfer from the selected account has been scheduled, modified or processed.
  • Transfer Reminder: Transfer reminder alerts notify you that a transfer between your accounts will process in four business days.
Find Answers
Getting Started
Manage Your Accounts
Payments and Transfers
Online Security
Contact Information

Getting Started

How do I enroll in Online Banking?

From the Bank of the West home page, click “Enroll” from the Online Banking sign in area.

To enroll, you'll need:

  • Your Bank of the West account number (checking or savings account, certificate of deposit account, loan account, credit card account or BancWest Investment Services1 account)
  • A valid email address

You may also need:

  • Your Bank of the West debit card number
  • Your Social Security number

Follow the on-screen prompts and create your Username and Password.

What accounts are eligible for Online Banking?

Online Banking is available for checking or savings accounts, certificate of deposit accounts, loan accounts, credit card accounts or BancWest Investment Services1 accounts.

I keep getting errors when I try to enroll in Online Banking. What should I do?

Please get in contact with our customer service team, and let them help you through the process, or troubleshoot what might be causing the problem. You can reach them at:

1-800-488-BANK (2265), option 3
Monday through Friday, 4 a.m. – 10 p.m. Pacific time
Saturdays, Sundays and most holidays, 5 a.m. – 10 p.m. Pacific time.

How can I protect my account?

Here are some tips for protecting your online account:

  • Create a unique Username and Password for Online Banking. Both of these should be difficult for others to guess.
  • Memorize your Username and Password – never write them down. And never share them with anyone.
  • Refresh or change your Username and Password often.
  • Strengthen your Password by avoiding personal information like birthdays or the names of pets. Instead, use a combination of letters, numbers and special characters.
  • When you are finished banking online, click the "Sign Out" link. Simply closing your browser window could allow access to your information the next time it's opened.

Bank of the West will never send you an email asking for your account or Password information. If you receive such a message, do not respond to it in any way. Instead, please forward the email to us at abuse@bankofthewest.com.

What are the requirements for my Username?

Your Username and Password cannot be the same. Your Username must be 6-32 characters and can’t include any spaces. It can also include the following special characters: ~!@$^-_+|.? [ ].

What are the requirements for my password?

Your Username and Password cannot be the same. Your Password must be 8-32 characters long and include at least one uppercase letter, lowercase letter, number or special character. It cannot contain any spaces. It can also include the following special characters:
!#$(),./\?@ʼ-':.

How do I change my Password?

Sign in to Online Banking and go to Services & Support > Change Password or Username.

What browsers are compatible with Online Banking?

The Online Banking website supports most current Internet browsers. It's best to have the latest version of whatever browser you use. The following versions are considered the minimum recommended for the best experience:

  • Internet Explorer 9 or higher
  • Google Chrome 28.0 or higher
  • Mozilla Firefox 22.0 or higher
  • Safari 5.0.6 or higher

Account Overview

What's the difference between current and available balance?

Available Balance is the total amount of funds on deposit for your account, including processing transactions, and reduced by any holds, pledges, restraints and pending transactions.

Current Balance is the total amount of funds on deposit for your account, including processing transactions, but unaffected by holds, pledges, restraints or pending transactions.

How current is the account balance information?

The account balance and transaction information is usually current and up-to-date at the time that you sign in to Online Banking. However, your last transactions could take up to two business days to display.

What is an eBill?

An eBill is an electronic version of a paper bill you receive at home. You can set up eBills for eligible companies. In Bill Pay we'll notify you by email when we've received your eBill. You can view your eBills within Bill Pay. You can set up payment reminders or automatic payments for your eBills.

What's My Spending?

My Spending provides an overview of how you spend your money. It includes posted transactions only. Your spending accounts may include your checking, savings, credit card or money market accounts.

Account Activity

How do I access Account Activity?

Go to Accounts > Account Activity. You can also set Account Activity as your default homepage by going to Services & Support > Sign-in Destination. Then select “Account Activity” from the dropdown.

How much account history can I view online?

Your "Account Activity" page allows you to easily keep track of transactions, balances and other activities. The default view shows 90 days of history. Up to 27 months of history may be searchable in Account Activity.

Why are account nicknames helpful?

An account nickname can help simplify your accounting and record keeping. For a checking account, a nickname could be something like, “household account.” You might name a savings account something like, "College Savings" or "Vacation Account."

To create an account nickname, sign in to Online Banking and go to Services & Support > Account Display Preferences.

Why are transaction descriptions helpful?

Giving a transaction or check a description makes it easier to identify when you're reviewing your expenses in Online Banking. Rather than seeing a check number you might see something like, "Gardner Payment." Instead of seeing an ATM withdrawal, you might see a description like, "Money for theater tickets."

How do I add a checking, savings, money market, IRA, or CD account to Online Banking?

Here's how to add an account to your homepage.

  1. Sign in to your Online Banking account.
  2. Click on the "Contact Us" link in the upper right hand corner.
  3. Click on "Send us a secure message."
  4. From the "Subject" dropdown, select "Add an Account."
  5. In the body of the message let us know what account you’d like to see online.
  6. If the account is eligible for viewing on Online Banking, it will be added to your "Account Overview" page.

When do transactions post?

The Online Banking system updates account activity at the end of each business day. Information is available for viewing online by 7 a.m. Pacific time.

Electronic transactions, such as debit card transactions and ATM withdrawals will appear immediately in the account details, while items such as paper checks will not appear until they have been processed and posted to your account.

Online Statements

What are Online Statements?

Online Statements are a safe and convenient way to receive your account statements. It’s an electronic version of your paper statement that can be viewed or downloaded online.

How do I enroll for Online Statements?

Sign in to Online Banking, go to Accounts > Online Statements or Services & Support > View Online Statements. You can also select the "Go paperless" green icon leaf next to any of your eligible accounts. When you enroll you will be required to validate your email. Once your email is validated, you will be asked to accept our Terms and Conditions for Online Statements. Follow the on-screen instructions to accept the Terms and Conditions and to finalize enrollment for Online Statements.

How do I access Online Statements?

In order to receive Online Statements you must be enrolled in Bank of the West's Online Banking service. Enroll in Online Banking by clicking here.

What accounts are eligible for Online Statements?

Online Statements are available for checking and savings, money market and certificates of deposit accounts.

What is the fee for Online Statements?

There is no fee to receive paperless Online Statements. If you decide you'd like to receive both paper and Online Statements, you will be charged a monthly $3.00 fee for receiving both statement types.

When will my Online Statements be available online for my viewing?

Your Online Statement will be available within one to five business days of your statement cycle date. With Online Statements you will be able to view your current statement sooner than a paper statement sent through the mail.

Do I need special software to view Online Statements?

Yes. You will need to have Adobe Acrobat Reader® software installed on your computer. Free versions of Adobe Acrobat Reader® software are available at www.adobe.com.

Can I have my Online Statements notification be sent to two different email addresses?

Your Online Statements notification will be sent to the email address you provided when you first enrolled in Online Banking. If you have a joint account, both people named on the account will receive an email. You can always update your email address once you enroll in Online Statements; there is no charge for this change. After you sign in to Online Banking, go to Services & Support > Change Email Address.

Can I switch back to paper statements?

You may switch back to receive paper statements at any time. Sign in to Online Banking and go to Accounts > Online Statements or go to Services & Support > View Online Statements. Then simply cancel Online Statements for your accounts. You will begin to receive your paper statements through the mail on your next statement cycle.

Can I view checks that have cleared my account if I receive Online Statements?

Yes. Online Statements make viewing cleared check images easy. There is no charge for check images with Online Statements. Simply select the PDF version of your Online Statement, scroll down to the check section and click on the check number you'd like to view. Similar to Online Statements, check images will be archived in Online Banking for seven years. Only statements after 2012 include check images. Check images are archived for seven years.

How do I print my Online Statements?

To print your Online Statement you must first view the PDF version of the statement. On the Adobe Reader® toolbar, click the print button. You may print your entire Online Statement or specific pages.

How do I save my Online Statements?

To save your Online Statement you must first view the PDF version of the statement. On the Adobe Reader® toolbar, click the save icon. You will be prompted to save the file to a designated location on your computer.

How many years of statements am I able to view with Online Statements?

You'll be able to access up to seven years of statements as soon as the account is enrolled in Online Statements. To view your Online Statements go to, Accounts > Online Statements or go to Services & Support > View Online Satements. For statements more than seven years old, please call us at 1-800-488-BANK (2265), option 3.

How many years of check images can I access?

If you're enrolled in Online Statements, we archive up to seven years of check images. To access check images within your Online Statements, go to, Accounts > Online Statements, or go to Services & Support > View Online Satements. For statements and check images more than seven years old, please call us at 1-800-488-BANK (2265), option 3.

How will I be notified that my Online Statements are ready?

We'll notify you that your Online Statements are ready for viewing at the email address you provided when enrolling in Online Banking. Keep in mind some email service providers may use spam-blocking technology. We suggest you add OnlineStatements@bankofthewest.com to your email address book, or safe list to ensure delivery of your notification emails. Please do not reply or send emails to OnlineStatements@bankofthewest.com as this is an outbound-only email delivery address.

I currently get paper statements and am not charged for the check images in my paper statement. If I enroll in Online Statements, then switch back to paper will my check image fees still be waived?

No. If you convert back to paper statements and choose a check image return option for your paper statement, you’ll be assessed a fee based on your check image return option. With Online Statements your check images are archived for seven years, and you can directly print them without charge from Online Banking.

What if I don't receive my Online Statement notification in my email?

If you're enrolled in Online Statements and do not receive your email notification, we may have an outdated email address on file. To update your email address, go to Services & Support > Change Email Address. To avoid the Online Banking notifications going into your spam folder, be sure to add OnlineStatements@bankofthewest.com to your email address book or safe list. If you’re enrolled, your email is correct and you still don't receive notification of your Online Statements, please call us at 1-800- 488-BANK (2265), option 3.

What if Bank of the West receives inactive email (bounce back) notifications or my email is incorrect or is inactive?

If Bank of the West receives three notices of an inactive email (bounce back), we will revert your accounts back to paper statements on the following business day after receiving the third bounce back notification. To keep your email current, sign in to Online Banking and go to Services & Support > Change Email Address.

Will joint account holders be able to view Online Statements?

Yes, as long as joint account holders have separate profiles within Online Banking they will each be able to view Online Statements. Any of the account holders may enroll the account in Online Statements through their Online Banking profile. Once an account has been enrolled in paperless Online Statements, a paper statement will no longer be sent out for the account. In order for the other joint account holders to be able to view Online Statements, they must each first accept the Online Statements Terms and Conditions from within their own Online Banking profile(s). The notification email will be sent to the individual email addresses of each joint account holder enrolled in Online Statements for that account.

Will my Online Statements have the same appearance as my paper statement?

Yes, Online Statements are an electronic version of your paper statement and are formatted like your paper statement.

Alerts

What are Alerts?

Bank of the West alerts notify you by email or text message when transactions occur in your Online Banking accounts. You can sign up to receive alert messages in Online Banking.

  • Balance: Balance alerts notify you when your account balance is greater than or less than the limit you specify. Set alerts for a low balance, and you’ll know when you need to move money into your account. Low balance alerts can help you monitor your finances and may help you avoid overdrafts. This alert is based on the previous business day’s information. For more current balance information, please sign in to Online Banking.
  • Budget: Budget alerts notify you when the amount spent in a category is greater than your budgeted amount. This alert is based on the previous business day’s information. For more current budget information, please sign in to Online Banking.
  • New Secure Message: New secure message alerts notify you that you've received a message in the Online Banking Message Center. This includes important bill pay information and other secure communications.
  • Security: This automatic alert notifies you of important events regarding your Online Banking profile.
  • Transaction: Transaction alerts notify you when credit, debit and other transactions occur in your account. This alert is based on the previous business day’s information. For more recent transaction information, please sign in to Online Banking.
  • Transfer Notification: Transfer notification alerts notify you when a transfer from the selected account has been scheduled, modified or processed.
  • Transfer Reminder: Transfer reminder alerts notify you that a transfer between your accounts will process in four business days.

How do I set up alerts?

Once you've enrolled in Online Banking, go to Accounts > Manage Alerts or go to Services & Support > Manage Alerts.

Is there a fee to use Alerts?

No, there is no fee to use alerts.

Can I enroll for Text/SMS Banking from Online Banking?

  1. Sign in to Online Banking and click on the "Services & Support" tab.
  2. Click the "Enroll in Mobile Banking" link. If you're already enrolled in Mobile Banking, the link will say "View Mobile Settings."
  3. Click the "Add New Mobile Phone" button.
  4. Select the Text Banking checkbox and then click "Continue."
  5. Enter your mobile phone number and then click "Continue."
  6. On your mobile phone, you'll receive a text containing your confirmation code.
  7. Enter the confirmation code into the confirmation field in Online Banking.

Can I choose which alerts I want for each of my accounts?

Yes, you decide which alerts best fit your needs for different accounts. We’ll only send you an email or text message for the alerts you select.

Can I personalize the service?

You decide how you’d like to be notified and for which account(s).

Can I receive alerts for all my Bank of the West accounts?

Alerts are offered on the following types of accounts: checking, savings, money market, Gold Line, consumer loans, lines of credit and credit cards. The alerts are for transactions scheduled in Online Banking.

Can I set up alerts or notifications about a bill payment?

Yes, within Online Banking you can set up a variety of alerts that serve as notifications or reminders of activities related to a payment. The alert notifications are sent by email. To set up a reminder, go to Payments & Transfers > Bill Pay > Manage My Bills > Select Payee Name from dropdown menu. Select the "Set Up Reminder" radio button and follow the instructions on the page.

How do I change or cancel an alert I have already set up?

Here’s how you can change where your alerts are sent:

  1. Go to Accounts > Manage Alerts.
  2. Click "Edit" next to the alert you want to change.
  3. Modify the alert.
  4. Click "Continue" and then "Save."

You can delete an alert by selecting the “Delete” link next to it.

Here's how to add a contact:

  1. Go to Accounts > Manage Alerts > Manage contacts.
  2. In the boxes provided on the page, enter a nickname for the contact and the email address you want to receive the alert.
  3. Re-enter the email address to confirm.
  4. Click "Add Contact."

How do I change the email address for my alerts?

Here's how you can change where your alerts are sent:

  1. Go to Accounts > Manage Alerts > Manage Contacts.
  2. Click "Edit" next to the contact you want to change.
  3. Modify the contact nickname and/or email address.
  4. Click “Save” to save your changes, or click “Cancel” to return to the Manage Alerts page.

On the Manage Alerts page, you can delete a contact by selecting the "Delete" link next to it.

What should I do if I do not receive an alert?

If you have not received an alert, go to Accounts > Manage Alerts to view and confirm the alerts you have set. If there is an alert on your list that you have not received, please send us a secure email through your Online Banking Message Center. You can also check your Spam filter or junk email box on your email as occasionally our messages can end up in these places. If this happens, please add us to your safe list.

Manage Your Finances

What’s "Manage Your Finances?"

Manage Your Finances is a financial tool that lets you view and track your monthly spending, as well as create budgets for your accounts.

Can I create my own spending categories?

You can create your own spending subcategories under our standard categories. To create a new subcategory, select Accounts > Manage Your Finances > Manage Categories. Once on the Manage Categories page, use our list of categories and subcategories or create your own subcategory.

Why is my spending chart all one color?

The spending chart reflects categorized transactions. If the chart is one color, it means you haven't organized your recent transactions into spending categories. You can categorize your transactions from Account Activity by selecting the transaction you'd like to categorize.

How do I categorize my transactions?

Go to Accounts > Account Activity and scroll down to view your recent transactions. A transaction field will expand. Click the category dropdown menu, select a category and then click “Save.” Your spending chart will now reflect this transaction in the category you selected.

Is there a way to automatically assign my transactions to a spending category?

Yes, you can create categorization rules that will automatically assign transactions. When you categorize an individual transaction on the Account Activity page, you’ll see an option to "Autocategorize future transactions like this." Click the "Autocategorize" link and complete the form that appears. This will create a categorization rule that automatically assigns transactions.

Bill Pay

Who can I pay with the Bill Pay service?

You can pay almost anyone with a United States address using Online Banking Bill Pay. You cannot make payments outside of the United States and all payments must be in U.S. dollars. Federal law prohibits any payments to Specially Designated Nationals as published by the Federal Office of Foreign Assets Control (OFAC). We screen all of our payments against the OFAC database and will block such payments that are made to anyone that is in the database.

Can I pay bills other than to major companies, like my phone service or gas and electric?

Yes, you can set up a payment to virtually any company or individual, whether you have an account number with them or not. If the company is not able to receive an electronic payment, we’ll send a check for the amount of your payment.

Can I pay bills from more than one account?

Yes, you may pay bills from any of your eligible checking accounts by selecting the appropriate account in the "Pay From" dropdown menu at the top of the Bill Pay page. If you do not choose an account from the dropdown, any payments you schedule will be made from the default account that is set as your "Preferred Account." You may set a different "Preferred" (or default) account at any time by selecting any other eligible checking account in the dropdown and then clicking on the "Make Preferred Account" checkbox.

Is there a fee for Bill Pay?

Fees for certain bill payment types are reflected in the table below. Fees, if any, will be deducted from your designated checking account.

Note: If a bill is scheduled to be paid, and there are not enough funds in the account on the bill due date, the Bank reserves the right to overdraw the account or return the bill pay presentment. In either case, Overdraft/Returned Item fees will be charged.

Personal Online Banking Service Fees
Online Banking No Charge
Online Bill Pay Same-Day Electronic Payment $10.95 each
Online Bill Pay Overnight Check $17.50 each
Online Bill Pay (standard payment) No Charge
Financial Software Access (PFM) No Charge

Business Online Banking Service Fees
Online Banking No Charge
Online Bill Pay Same-Day Electronic Payment $10.95 each
Online Bill Pay Overnight Check $17.50 each
Online Bill Pay (standard payment) No Charge
Financial Software Access (PFM) $14.95 per Month

How many payees can I list?

You can set up a maximum of 999 payees.

What is the maximum payment amount?

The maximum amount for a bill payment is $100,000.00.

How many payments can I make in a single month?

You may schedule as many payments as you would like in a month.

Can I edit pending bill payments?

Yes, you can edit any pending bill payments that do not show a status of "Processing." Your bill payments will typically enter the processing status two to four business days prior to the payment due date. To guarantee that payments are edited in time, we recommend making your changes no later than 2 p.m. Pacific time at least four business days prior to the payment due date. In some cases you may be able to edit pending payments after this time; however, it cannot be guaranteed as payment-processing times vary depending on the payee. To edit a pending bill payment, click the “Change” link for the payment in the “Pending Payments” area of the Payment Center.

Can I cancel pending bill payments?

Yes, you can cancel any pending bill payments that do not show a status of "Processing." Your bill payments will typically enter the processing status two to four business days prior to the payment due date. To guarantee that payments are canceled in time, we recommend signing in to cancel your payment by 2 p.m. Pacific time at least four business days prior to the payment due date. In some cases you may be able to cancel payments after this time, but it cannot be guaranteed as payment-processing times vary depending on the payee. To cancel a pending bill payment, click on the "Cancel" link for the payment in the "Pending Payments" area of the Payment Center.

Can I print a history of my paid bills or transactions?

Yes, go to Payments & Transfers > Bill Pay and select the "Bill History" tab. Select the desired view and narrow your results by choosing "Additional Options.” When you have the payment history you want, select "Print" from the browser menu at the top of the page. You can also download your history by clicking the “Download Payments” button at the bottom of the page.

How are my bills processed?

Payments are sent electronically or by check depending on the payee's arrangement with our service provider.

  • For an electronic payment, funds are transmitted electronically to your designated payee and debited from your Payment Account on the Scheduled Payment Date.
  • For an electronic to check payment, funds will be remitted to your designated payee by a check drawn on us or on our Service Provider and debited from your Payment Account on the Scheduled Pay Date.
  • For a paper check payment, funds are remitted to the payee via a paper check drawn on your Payment Account payable to your designated payee and debited from your Payment Account on presentment to us for payment. Paper check payments are processed the same as any Paper Check you issue on your Account. Laser draft payments may be presented for payment against your Account for payment BEFORE the Scheduled Payment Date and, accordingly, if presented against insufficient funds, may be paid or dishonored by us.

How can I pay a bill like my rent, when my landlord doesn’t take electronic payments?

To pay an individual that doesn't accept electronic payments, go to Payments & Transfers > Bill Pay, then select "Add a company or person to pay." Follow the prompts to complete the process. We will then mail a check payment to this individual to the address you provide.

How do I delete a payee?

To delete payees, go to Payments & Transfers > Bill Pay, and then click on the "Manage My Bills" tab. Select the payee you wish to remove and choose "Delete this payee." Deleting a payee will automatically cancel any eBills, Pending Payments and Automatic Payments associated with that payee. You will not need to contact the payee to reestablish your paper bills. Canceling the service will convert your bill back to paper.

How do I pay an individual or small company that does not provide me with an account number?

For both options, go to Payments & Transfers > Bill Pay > Add a Company or Person to Pay. Enter the name of the person or company in the search field.

  • To pay a person, select the option for "Person" and enter their Phone Number. Then simply follow the on-screen instructions.
  • If you don’t have an account number with a company, select "Company" and enter the Payee Name. Then simply follow the on-screen instructions. In the "Account Number" field, you can enter other information that identifies you to the payee. Check your bill or statement for an invoice number, your service address or the name on the account.

Payments without an account number may cause a delay in the crediting of a payment.

How do I set up a recurring payment, for example on my mortgage or car loan?

Recurring payments are referred to as "Automatic Payments." To set up an Automatic Payment, go to Payments & Transfers > Bill Pay > Manage My Bills. On the next page, select the desired payee from the "Payee Name" dropdown and choose the "Add an automatic payment” option.

How far in advance should I set up my payments?

When you are setting up your payments, a calendar will automatically show you the earliest available pay date you can select for the payee in question. In many cases, this feature will even allow you to make payments to your payee as early as the next business day.

It should be noted that certain payees require more processing time. To guarantee that your payment can be scheduled on time, we recommend setting up your payment a minimum of four business days before the payment due date.

How should I set up payments to my Bank of the West accounts?

When viewing your Bank of the West accounts from the Account Overview page you can click "Pay Now" next to the account you'd like to pay.

What is the cut-off time to submit a bill payment?

Payments begin processing at 2 p.m. Pacific time on business days. After this time, the bill payment calendar will advance to the earliest available payment date for the next business day.

Where do I see all my scheduled payments for the next month?

For your upcoming scheduled payments go to Payments & Transfers > Bill Pay > Payment Center > Pending Payments.

Will I receive a confirmation number when I pay each bill?

Yes, you will receive a confirmation number when you successfully submit a bill payment.

How will I be notified if a bill payment is processed against insufficient funds in my account?

Generally, we will attempt to draft the funds for your bill payment two times. The Bank reserves the right to pay your bill payment and overdraw your account even if you do not have sufficient funds. Similarly, the Bank reserves the right to decline to honor your bill payment if you do not have sufficient funds. In either case, you will be charged an Overdraft/Returned Item fee. If our service provider made your payment, and they cannot recover the funds by charging your deposit account, our service provider may contact you directly for payment. You will be responsible to our service provider for a late charge of up to 1.5% monthly interest and fees and costs. You will be notified by email for each unsuccessful attempt to debit your account for the bill payment. In the event we are unable to obtain the funds after multiple attempts, a written notification will be sent to you. At that time, you will be provided with alternate means of making the payment. Failure to resolve the payment issue could eventually lead to the cancellation of your Bill Pay privileges.

What happens if I don’t have funds in my account when a payment goes through?

Generally, we will attempt to withdraw the funds for your bill payment two times. If you have insufficient funds during either of these attempts and you do not have an Overdraft Protection feature in place, we reserve the right to pay the bill payment or to decline the bill payment presentment. You may be charged Overdraft Fees or Returned Item fees for each payment attempt and a daily overdraft fee if your account is overdrawn. Refer to your Schedule of Fees and Charges for more information. Fees may be avoided by ensuring you have the available funds to cover your bill payments and any other outstanding transactions or by setting up Overdraft Protection. Click here to review our Overdraft Program Options.

Will my Gold Line or Savings Overdraft Protection work with this service?

Yes, if you have available credit in a Gold Line linked to your online payment checking account, we will transfer funds from your Gold Line to cover any payments if you do not have sufficient funds in your checking account on the payment due date. If you have sufficient available funds in a linked savings account and have not reached the maximum number of transfers permitted from a savings account per statement cycle, Savings Overdraft Protection will also advance money to cover Online Banking bill payments.

What's an eBill?

An eBill is an electronic version of a paper bill you receive at home. You can set up eBills for eligible companies. In Bill Pay we'll notify you by email when we have received your eBill. You can view your eBills within Bill Pay. You can set up payment reminders or automatic payments from your eBills.

How do I set up a bill on eBills?

For those payees that offer eBills there will be a Get Bill Pay icon next to the payee name. Click on the icon to set up your eBill.

Note: Some payees stop sending you paper bills when they start sending eBills. For these payees, you must agree to receive only electronic bills to activate your service. You will be notified if this is the case when you begin the eBill setup process.

Transfers

Between which of my Bank of the West accounts can I transfer money?

You can transfer funds between your Checking, Savings, Money Market, Credit Card, Line of Credit and Equity Line accounts.

Is there a fee for transferring money to or from another bank?

There is no fee for transferring funds between your own accounts at Bank of the West. There is also no fee for External Transfers that transfer funds into your Bank of the West deposit account from other financial institutions.

The following fees apply to Outbound External Transfers and Popmoney® Transfers:

Outbound External Transfer Web Fee
Standard (3-Business days): $3.00
Next Business day: $10.00

Popmoney® Transfers Web Fee
Standard (3-Business Days): No Charge
Next Business Day: $3.00 each

What is the cut-off time to schedule an online transfer?

For transfers between your eligible Bank of the West accounts, the cutoff time for same-day transfers is 7 p.m. Pacific time. Transfers scheduled after 7:00 p.m. Pacific time will not be available the night of the transfer and will post the next business day.

Can I set up recurring or future-dated transfers?

You can schedule future-dated transfers between your accounts up to a year in advance. Recurring transfers can be made at regular intervals, such as once a week, once a month, every three months and more. There are some limitations to the types of accounts available for recurring or future-dated transfers.

Popmoney

What is Popmoney®?

Popmoney personal payment service lets you send, request and receive money to or from friends, family or just about anyone in the U.S., online or through your mobile device. You can access Popmoney directly from Bank of the West Online Banking.

How does Popmoney work?

  1. Sign In at bankofthewest.com: Go to Payments & Transfers > Pay Other People. 
  2. Send Money: Provide the email address, mobile phone number or bank account information of the recipient, then choose your account, how much to send, and when to send the payment.
  3. Notify Recipient: If you sent the money using an email address or mobile phone number, we will notify the recipient via email or text message with instructions on how to deposit the payment. If you sent the payment to a bank account, the money will be directly deposited into the recipient's account.
  4. Deposit Payment: There are two ways to deposit a payment. If the recipient's bank offers Popmoney, the recipient can deposit the payment directly through their online banking service. If the recipient's bank does not offer Popmoney, the recipient can deposit the payment directly into his/her bank account by following the simple steps at www.Popmoney.com

What are the different ways I can send money to someone?

  • Email: Your contact will receive an email message with instructions on how to deposit the payment directly into their bank account.
  • Text message: Your contact will receive a text message with instructions on how to deposit the payment directly into their bank account. You may want to consider a different option of payment if the recipient cannot receive or pays extra to receive text messages.
  • Bank account: Using your contact’s routing and account number, the payment will be directly deposited into their bank account.

Does my recipient have to be registered to use Popmoney?

Yes, we'll send your recipient an email or text informing them that they have money waiting. In case the recipient isn't registered for Popmoney, we always include a link that takes them to a registration page.

Should I contact the recipient to inform them that a payment is coming?

It’s not necessary, but it’s a good idea for the first payment to alert your recipient they will be receiving a payment from you.

Are there fees for Popmoney?

There are fees associated with each Popmoney transaction.

  • Standard Delivery - No charge
  • Next Day Delivery - $3.00

Your wireless provider may charge you per text message. Please check your wireless plan before you begin using the service.

What is Standard Delivery?

  • For payments to a bank account, we will deposit the payment into the contact bank account within three business days.
  • For payments to an email address or mobile phone number, we will notify the recipient of the payment on the send date.
  • Contacts with Automatic Deposit enabled will see the payment in their bank account in three business days.
  • Contacts without Automatic Deposit enabled cannot receive the payment until they provide their bank account information; once provided, the payment will be deposited into the designated bank account within one to three business days.

What are the advantages of sending money by mobile number or email?

The advantage of sending money to an email address or mobile phone is that there isn't a need for the recipient to provide their bank account information to you. Additionally, the recipient may be able to enroll in Automatic Deposit, which means payments made to the recipient’s email address or mobile phone number will be directly deposited into their account.

What are the advantages of sending money directly into an account?

The advantage of sending money to a bank account is that the funds will be directly deposited into the recipient's bank account; the recipient does not have to take any action to complete the payment. However, the recipient is required to share their bank account information with you.

What is the cut-off time to change or delete upcoming transactions?

  • The cut-off time to change or delete an upcoming Standard Three-Business Day transaction is 10:00 p.m. Pacific time the business day prior to the send date.
  • The cut-off time to change or delete an upcoming Next-Day transaction is 5:00 p.m. Pacific time the business day prior to the send date.

What is the cut-off time to submit a transaction?

The cut-off time for submitting a Standard Three-Business Day transaction is 10:00 p.m. Pacific time each business day. Standard Three-Business Day transactions submitted after 10:00 p.m. Pacific time or on weekends or holidays will be processed on our next business day.

The cut-off time for submitting a Next-Day transaction is 5:00 p.m. Pacific time each business day. Next-Day transactions submitted after 5:00 p.m. Pacific time or on weekends or holidays will be processed on our next business day.

A business day is every calendar day except for Saturdays, Sundays and bank holidays.

What is Popmoney's maximum transaction amount?

The maximum daily amount allowed for Popmoney transactions is the current available balance in the source account (plus any available credit in an associated Gold Line account if applicable) up to the daily limit listed in your agreement with us whichever is less. This includes any single transaction or the total amount outstanding or "in process." For additional information, see below:

Standard (Three-Business Day)

To bank account (3rd Party), mobile phone or email address
Per Transaction Limit: $5,000
Daily Limit: $5,000
Outstanding Limit: $5,000
"Monthly"* Limit: $10,000
*"monthly” means a rolling 30-day period and neither a calendar month nor a statement cycle

Next Business Day

To bank account (3rd Party), mobile phone or email address
Transaction Limit: $2,000
Daily Limit: $2,000
Outstanding Limit: $2,000
"Monthly"* Limit: $5,000
*"monthly" means a rolling 30-day period and neither a calendar month nor a statement cycle

When will the funds be available to the recipient?

Popmoney payments are transmitted via the ACH network. Please see the network time schedule in the table below. If you send money to an email address or mobile phone number, the recipient must provide their bank account information before the payment will be deposited. If the recipient has Automatic Deposit enabled, then the payment will be deposited into their bank account as soon as their bank receives the funds. This may take up to three business days.

Standard Delivery (three business days)

Payment Sent by 10 p.m. PT

Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday

Payment Received

Thursday
Friday
Monday
Tuesday
Wednesday
Wednesday
Wednesday


Note: Weeks that contain federal holidays will extend this timetable.

Why am I asked to provide my mobile phone number and verify it?

Popmoney enables anyone to send you money using your mobile phone number. To ensure you receive these payments, you need to register and verify your mobile phone number. In addition, for your protection we may send you a text message with a verification code to your mobile phone when you send money.

Why am I asked to verify my email address?

Popmoney enables anyone to send you money using your email address. To ensure you receive these payments, you need to register and verify your email address. In addition, we'll inform you when your payment is processed, when your recipient has deposited the payment and if any changes are made to your Popmoney profile. We will also inform you in the event that your payment fails.

Why can't I send money during the weekend or on a holiday?

Popmoney payments are sent through the Automated Clearing House ("ACH") network. ACH transactions are not processed on weekends or federal holidays. Please click the calendar icon within Popmoney to view available send dates.

Why don't I see all my bank accounts?

Occasionally, for your protection, we may need to suspend your ability to send and receive money from one or more of your bank accounts. Please contact us at 1-800-488-BANK (2265) and select option 3, if this happens.

Why should I include a personal message to the recipient?

A personal message gives the contact the confidence that she/he is receiving the payment from someone they know. It also communicates the purpose of the payment to the contact.

Will my bank account information be shared?

No, your bank account information and the bank account information of your recipient will always remain confidential. Your recipient will see your first name, last name, the message you wrote for the payment and your email address or mobile phone number, depending on how you sent the payment.

What happens when I receive money?

You'll receive a text or email stating that you have money waiting for you to accept.

  1. From the mobile app, in the footer menu select > Payments & Transfers > Pay Other People > Money Received.
  2. On the "Money Received" page, select the incoming payment.
  3. On the "Select Deposit Account" page, select a deposit account.
  4. Click the "Make Deposit" button.

What happens when a payment expires?

The recipient has ten days from the send date to deposit the payment, after which the payment expires. When this occurs, the funds are returned to the sender's Bank of the West account.

What if the sender has provided the wrong mobile phone number, or cannot receive text messages?

The funds will be returned to the sender if you are unable to verify access to your mobile phone. Ask the sender to edit their mobile phone number by signing in to Online Banking and going to Payments & Transfers > Pay Other People > Activity. Do not attempt to deposit this payment. We will return the funds to the sender if you are unable to verify access to the mobile phone.

What is Automatic Deposit?

Automatic Deposit allows you to designate an account into which all incoming payments are deposited. Once the Automatic Deposit is turned on, there's nothing more for you to do—all payments are automatically deposited into your selected account and you will be informed via email when the funds are available. Automatic Deposit can be edited within Online Banking.

To edit or set up Automatic Deposit, sign in to Bank of the West Online Banking and go to Payments & Transfers > Pay Other People > Preferences > Automatic Deposit Settings and select "Edit."

Why am I asked to verify my mobile phone number to deposit a payment sent to my email address?

The sender provided your mobile phone number when she/he scheduled the payment and, as a security precaution, you will need to verify access to this mobile phone number in order to deposit your payment.

Why didn't Automatic Deposit work for an incoming payment?

There are two reasons why Automatic Deposit may not work for an incoming payment:

  • The payment was sent to an email address or mobile phone number that was not currently registered to your profile. Go to Bank of the West Online Banking > Payments & Transfers > Pay Other People > Preferences and verify any email address or mobile phone number where you've received a payment notification.
  • Occasionally, as a security precaution, we require the sender to provide us with your mobile phone number when she/he schedules the payment; you need to verify access to this mobile phone number to deposit the payment.

Why don't I see a payment that I'm expecting?

To see a payment you are expecting, you must be registered for Popmoney® and verify the email address or mobile phone number where payment notification is sent. Go to Online Banking > Payments & Transfers > Pay Other People > Preferences and verify the email address or mobile phone number where you want to receive payment notification.

If you feel the payment has been sent to the incorrect email address or mobile phone number, please contact the sender immediately.

What are the different payment statuses?

Below is a list of the possible payment statuses:

  • On Hold: For your protection, we have placed a hold on the payment. The payment will be canceled in one business day unless you call a Bank of the West customer service representative at 1-800-488-BANK (2265), option 3, to remove the hold.
  • Pending: We notified your contact of this payment. The funds will be withdrawn from your account tomorrow.
  • In Progress: We have notified the contact and are currently processing the payment. Please view payment details for more information. If this is a payment you received, then you have successfully initiated the deposit of the payment, but the funds are still en route and will not be available in your Bank of the West account.
  • Canceled: The payment was canceled per your request.
  • Failed: A payment may fail due to one of the following reasons:
    • There are insufficient funds in the account to cover the amount of the payment. The contact is unable to validate access to the mobile phone as provided by you. We are unable to deposit the funds into the contact's bank account.
    • If this is a payment you received, then the payment may fail because we are unable to deposit the payment into your Bank of the West account or you were unable to verify the mobile phone number as provided by the sender.
  • Stopped: The payment was stopped per your request and the funds are returned to your account. If this is a payment you have received, then the sender stopped this payment.
  • Expired: The contact has ten days from the send date to deposit the payment, after which the payment expires and the funds will be returned to your account.
  • Completed: The payment has successfully been deposited into the recipient account. If this is a payment you received, then the payment has successfully been deposited into your Bank of the West account.

When can I stop a payment that I've sent?

You may stop a payment any time after the send date provided the payment has not been deposited into the recipient's bank account. To stop a payment, go to Payments & Transfers > Pay Other People > Activity and click the "Stop Payment" button. You will not see the Stop Payment button when the option is no longer available.

Why did my transaction fail?

A payment may fail due to one of the following reasons:

  • There are insufficient funds in the account to cover the amount of the payment.
  • The recipient is unable to validate access to the mobile phone as provided by you.
  • We are unable to deposit the funds into the recipient's bank account.

Can I edit or cancel a future-dated payment?

Yes, you can edit or cancel a future-dated payment anytime before the Send Date. You can edit the Send Date, Amount, Message to Contact and My Notes. Go to Payments & Transfers > Pay Other People > Activity > Scheduled Payments. Then click on the payment you wish to edit.

Can I edit or cancel a recurring payment plan?

Yes, you can edit or cancel the next payment or the entire recurring payment plan at anytime. For the next payment, you can edit the Send Date, Amount and Message to Contact, without affecting the rest of the plan. For the entire recurring payment plan, you can edit the Send Date, Amount, Message to Contact, My Notes, Frequency and Duration.

What are the different scheduled payment statuses?

Below is a list of all the possible scheduled payment statuses and their definitions:

  • On Hold: For your protection, we have placed a hold on the payment. The payment will be canceled in one business day unless you call Bank of the West at 1-800-488-BANK (2265), option 3 to remove the hold.
  • Pending: The payment has been scheduled. We will process the payment per your instruction when the send date arrives.

Can I have multiple email addresses, mobile phone numbers, or bank account information for a contact?

Yes, you can add multiple email addresses, mobile phone numbers, or bank account information for each contact. This gives you the flexibility to pay your contact in multiple ways:

  • Email: Your contact will receive an email message with instructions on how to deposit the payment directly into their bank account.
  • Text message: Your contact will receive a text message with instructions on how to deposit the payment directly into their bank account.
  • Bank account: Using your recipient's routing and account numbers, the payment will be directly deposited into the contact bank account.

How many people can I add to my list of contacts?

You may add up to 50 contacts.

Online Security

What browsers are compatible with Online Banking?

The Online Banking website will support most current Internet browsers. It is best to have the latest version of whatever browser you use, but the following versions are considered the minimum recommended for the best experience:

  • Internet Explorer 9 or higher
  • Google Chrome 28.0 or higher
  • Mozilla Firefox 22.0 or higher
  • Safari 5.0.6 or higher

Why is my browser's security important for Online Banking?

Most browsers allow you to get to the Online Banking homepage and view informational pages. Our stringent security standards take effect when you apply for a product, view your account information or do any other banking related activity that requires high levels of security.

Why are my Username and Password important?

Bank of the West requires use of a Username and Password to access account information. It is important that your Username and Password are kept confidential. In addition we require that you set up three security questions and answers that you create. Under certain conditions, you will need to answer one or more of your security questions before you sign in to Online Banking.

Security Tips:

  • Memorize your Username and Password.
    Your online Username and Password authenticate you when you begin an Online Banking session. You should memorize your Password and never write it down anywhere or reveal it to anyone.
  • Change your Password regularly.
    You can easily change your Password. Go to Services & Support > Change Password or Username.
  • Remember to sign off.
    You may not always be at your own computer when you bank online. Therefore, it is important to sign off when you are finished with your Online Banking session. For your security, Online Banking will automatically end your banking session after 15 minutes of inactivity.
  • Notify Bank of the West immediately by phone if you notice any unusual account activity. Call us Mon-Fri: 4 a.m. 10 p.m. Pacific time, Sat, Sun & most Holidays: 5 a.m. to 10 p.m. Pacific time.

You should also create a complex Password that:

  • Is at least 8 to 32 characters in length
  • Includes at least one uppercase letter, lowercase letter, number or special character:  !#$(),./\?@ʼ-':.
  • Has at least four different characters in your Password (no repeats)
  • Looks like a sequence of random letters and numbers
  • Is not obvious or easily obtainable information

Do I need to have my own Firewall?

No, but firewalls can safeguard your computer by enforcing restrictions on incoming traffic. Firewalls can also mask your computer's identity, so hackers' attempts to probe or scan your computer cannot return the type of information that makes it easy to invade. For more information about Firewalls and other software, please consult a software retailer.

Why do I need to turn off pop-up blockers?

It is highly recommended to turn off pop-up blockers when using Online Banking. Occasionally, some information or screens will appear in pop-ups while you are banking online, and it is important that you don’t miss these.

How do I turn off a browser’s pop-up blocker?

Internet Explorer® for Windows

  1. Go up to the "Tools" option.
  2. You should see the pop-up blocker there.
  3. Select "Turn Off Pop-Up Blocker" from the available options.
  4. You may also manually insert the website addresses in the ‘Allowed Sites’ section of Pop-Up Blocker Settings. There are two addresses that you must enter into this section: www.bankofthewest.com and etimebanker.bankofthewest.com.

Firefox by Mozilla® any versions

  1. Go up to the "tools" menu.
  2. Then scroll down the tools menu and select "options."
  3. Within the options section, go to "Web Features" for older Firefox browsers or "Web Content" for newer versions of Firefox.
  4. There you should see a checkbox named "Block Popup Windows."
  5. Make sure the box is "unchecked."
  6. You may also manually insert the website addresses in the "Allowed Sites" section to the right of the "Block Popup Windows" line. There are two addresses that you must enter into this section: www.bankofthewest.com and etimebanker.bankofthewest.com.

Mac OS X - Safari® Web Browser

  1. Go to the name Safari in the upper left-hand corner and click on it.
  2. Right below the "preferences" selection you should see “Block Pop-Up Windows” option.
  3. Click on it to disable.
  4. Optionally you can hit the shortcut "apple +K" to turn pop-up blocker off or on.

How do I turn off a pop-up blocker from a taskbar, such as Google® or Yahoo®?

Google® Taskbar

  1. With a Google taskbar there is an actual button that has a number and the term "blocked" underneath the number.
  2. Click this button and you will see the text on the button change to "Pop-Ups OK."
  3. With a Google® taskbar you must do this every time you wish to sign in to Online Banking.

Yahoo® Taskbar

  1. With a Yahoo® browser or taskbar you must go to "Yahoo Settings."
  2. There you should be able to locate the pop-up blocker options.
  3. Disable pop-up blocker.

MSN Taskbar

  1. With a MSN browser or taskbar you must go to "MSN Settings."
  2. There you should be able to locate the pop-up blocker options.
  3. Disable pop-up blocker.

Should I use anti-virus software?

Your computer can obtain a virus from an email attachment, or from downloading software from the internet. Viruses can be extremely damaging to your computer's hardware, but they can also be programmed to steal the confidential information that is stored on your hard drive. To protect your computer from viruses, you should have anti-virus software installed it. Most new computers come equipped with anti-virus software, but if your computer doesn't, software is available from a number of vendors.

How can I improve my ATM and debit card security?

Here are some tips for protecting your ATM and debit cards.

  • Never lend your ATM/Debit Card.
  • Never let anyone watch you enter your PIN at an ATM or Point of Sale terminal.
  • Do not leave your receipt at the ATM. Tear it up before discarding.
  • Memorize your Passwords and PIN numbers and change them regularly.
  • Avoid using obvious or easily obtainable information as your Passwords or PIN numbers, and never write them down anywhere or reveal them to anyone.

Bank of the West encourages you to contact us at 1-800-488-2265, option 1, then choose option 0 should you suspect any fraudulent financial activity or receive any questionable communication from us. In the event that fraud has occurred, we will work with law enforcement to investigate the matter.

How can I improve my Online Security?

Here are some tips for keeping your Online Banking safe and secure.

  • Be aware and informed. Information that will help you identify and combat a type of internet scam known as "Phishing" is available at the FDIC website. Internet thieves are "phishing" (fishing) for confidential information such as account numbers and Passwords. If you detect any suspicious emails or calls, you can also contact the Federal Trade Commission through the internet, or by calling 1-877-IDTHEFT.
  • If you bank online, remember to always sign off when you are finished banking. If you forget to do so, Bank of the West will automatically sign you off after 15 minutes of inactivity.
  • At Bank of the West, all Online Banking sessions are encrypted using Secure Socket Layer Encryption. This technology scrambles data as it travels between your computer and Bank of the West, making it virtually impossible for anyone to access your account information.
  • Memorize your Passwords and PIN numbers and change them regularly.
  • Avoid using obvious or easily obtainable information as your Passwords or PIN numbers, and never write them down anywhere, or reveal them to anyone.
  • Always use your browser's built-in security features.
  • Make sure the computer(s) you use have current anti-virus software. Anti-virus software needs frequent updates to guard against new viruses.
  • Install a personal firewall to help prevent unauthorized access to your home computer.
  • If you should receive an email instructing you to go to a company website, make sure you validate that it is a legitimate business website by contacting the business before responding to the email.
  • Do not reply to any emails that request your personal information.
  • Be suspicious of any email from a business or person that asks for your Password, social security number, or highly sensitive information. Open emails only when you know the sender.
  • Do business only with companies you know and trust.
  • Do not give out financial information online or on the phone unless you initiated the contact and know the party you are dealing with.
  • Carefully review your monthly accounts, credit card statements, as well as mobile phone and home telephone bills for unauthorized charges or activity.
  • Promptly and carefully review your account statements and notify us of any improper entries.

Can unauthorized people get access to my Username and Password?

We employ safeguards to protect customer information and prevent fraud. We ask for proper identification when customers request service from us.

How can I protect my account?

Here are some tips for protecting your online account:

  • Create a unique Username and Password for Online Banking. Both of these should be difficult for others to guess.
  • Memorize your Username and Password – never write them down. And never share them with anyone.
  • Refresh or change your Username and Password often.
  • Strengthen your Password by avoiding personal information like birthdays or the names of pets. Instead, use a combination of letters, numbers and special characters.
  • When you are finished banking online, click the "Sign Out" link. Simply closing your browser window could allow access to your information the next time it's opened.

Bank of the West will never send you an email asking for your account or Password information. If you receive such a message, do not respond to it in any way. Instead, please forward the email to us at abuse@bankofthewest.com.

How do I know if a communication is from Bank of the West?

Bank of the West will never email you a request for personal account information over the internet or any other means. Protect yourself against online fraud by reviewing our comprehensive fraud protection tips.

If you suspect that you've received a fraudulent Bank of the West email, please forward it to us via email at:abuse@bankofthewest.com

Note: Don't change or retype the subject line – this inhibits our ability to properly investigate fraudulent emails. After forwarding the email, you should delete it from your inbox.

How do I report a suspected phishing email?

When you report suspicious emails that appear to be from Bank of the West, but are in fact, sent by imposters, we work aggressively with law enforcement agencies to investigate them.

If you suspect that you've received a fraudulent Bank of the West email, please forward it to us via email at: abuse@bankofthewest.com

Note: Don't change or retype the subject line – this inhibits our ability to properly investigate it. After forwarding the email, you should delete it from your inbox.

How often can I change my password?

You can change your Password as often as you like. Go to Services & Support > Change Password or Username.

Note: Your Username and Password cannot be the same.

What are the requirements for my Password?

Your Username and Password cannot be the same. Your Password must be 8 to 32 characters long and include at least one uppercase letter, lowercase letter, number or special character and cannot contain any spaces. It can also include the following special characters: !#$(),./\?@ʼ-':.

What is phishing?

Phishing is an email scam that derives its name from internet thieves "phishing" (fishing) for confidential information such as account numbers and Passwords. They send emails that appear to be from a well-known company but can put you at risk.

What procedures do you have to help make Internet access secure?

Bank of the West is committed to making Online Banking safe, providing you with peace of mind when you access your account information. To protect the security of your account information, Bank of the West Online Banking uses firewalls, 128-bit SSL encryption and requires account authentication. The site is under constant surveillance by our dedicated team of computer operations analysts. Furthermore, if you forget to sign off during a banking session, security systems will automatically sign off your session from Online Banking after 15 minutes of inactivity.

In addition we require that you set up three security questions and answers that you create. If you sign in from a computer we don’t recognize, you will need to answer one of your security questions before you can enter your Password.

Contact Information

How do I contact the bank if I have a question about Online Banking?

For all Online Banking questions please send a secure message through the Message Center. We will respond to emails with an answer within one business day of receiving the message. Note: We do not monitor email continuously.

For Online Banking questions that require immediate attention, or if you prefer, you can call us at:

1-800-488-BANK (2265), option 3
Monday through Friday, 4 a.m. – 10 p.m. Pacific time
Saturdays, Sundays and most holidays, 5 a.m. – 10 p.m. Pacific time.

TDD 1-800-659-5495

What is the Online Banking mailing address?

Bank of the West
P.O. Box 2573
Omaha, NE 68103

What is Bank of the West's email policy?

We send two basic types of email to our customers:

  • Online Banking Information–We use secure email to send Online Banking information, including answers to questions about your account, and other legal correspondence, such as new terms and conditions related to your account. We will send you these important messages regardless of your email preferences – you cannot opt out of email regarding the Online Banking service or your Online Banking account.
  • Special Promotions–We may also use email to send customers special offers or promotions that we think you would find valuable. If you prefer to stop receiving special promotional emails, we will give you an opportunity to opt out when we send these emails.

1BancWest Investment Services is a wholly owned subsidiary of Bank of the West and a part of the Wealth Management Group. BancWest Corporation is the holding company for Bank of the West. BancWest Corporation is a wholly owned subsidiary of BNP Paribas. Securities and variable annuities are offered through BancWest Investment Services, a registered Broker/Dealer, member FINRA/SIPC. Financial Advisors are Registered Representatives of BancWest Investment Services. BancWest Investment Services is not a tax or legal advisor. Please consult your tax or legal advisor for more information regarding your personal situation.

Brokerage account balances are provided as a courtesy, may not reflect your accounts’ most recent transactions or activity, and provide an aggregate summation of current position balances based on closing values of the previous business day. In the event of a discrepancy, your Investment account statement is the official record for account information. If you have questions about your account, please contact your Financial Advisor or call a BancWest Investment Services client representative at 1-800-338-3919. For general questions about Online Banking, please call 1-800-488-BANK (2265), option 3, Monday through Friday, 4 a.m. – 10 p.m. Pacific time, and Saturdays, Sundays and most holidays, 5 a.m. – 10 p.m. Pacific time.

Investment and Insurance products: