ONLINE BANKING FAQS

Get answers to your questions about Online Banking

Getting Started
Signing Up
  • What do I need to sign up for Online Banking?
    • An active Bank of the West account (checking, savings, certificate of deposit (CD), loan, credit card, or investment account with our affiliated broker/dealer, BancWest Investment Servicesfootnote*)
    • Your Bank of the West debit card number and PIN or your account number
    • A valid email address
  • I keep getting errors when I try to enroll in Online Banking. What should I do?

    Let our customer service team help you through the process. You can reach them at:

    1-800-488-2265, option 3
    Mon–Fri, 4 am–10 pm PT
    Sat–Sun, 5 am–10 pm PT
    TTY 1-800-659-5495

Account Overview
  • What's the difference between current and available balance?

    Available Balance is the total amount of funds on deposit for your account, reduced by any holds, pledges, restraints, and pending transactions. Pending transactions are authorized but not yet posted to your account. The amount listed as pending, may include both processing and "on-hold" transactions, and it may not be the actual amount deducted from your account, depending on the transaction.

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

  • How current is the account balance information?
    The account balance and transaction information are 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 and set up payment reminders or automatic payments.
  • 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.

Managing 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.

    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 am PT.

    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.

Account Statements
  • What are online statements?
    Online statements are electronic versions of paper statements that you can view, save, and print from Online Banking. Going paperless—receiving an email notice when your statement is available online—is a safe, fast, and convenient way to receive your account statements. You get all the same information on your online statement that you would on a paper statement.
  • How do I view my account statements online?

    Once you’ve signed in to Online Banking, you can access your account statements in a couple different ways:

    • Go to the Accounts tab and select “Statements & Documents
    • Go to the Services & Support tab and select “View Statements and Documents”

    From the mobile app, go to the “More” menu and select “Account Statements

  • What accounts are eligible for online statements?
    Online Statements are available for checking, savings, money market, and CD accounts.
  • How do I get paperless statement delivery?

    When you sign up for online access to your personal accounts, you will automatically be set up to receive paperless delivery of eligible statements. Business accounts, however, are not automatically set up for paperless delivery, but business account owners can choose that option in Online Banking.

    You can view and change your statement delivery preferences any time after signing in by going to the Services & Support tab and selecting "Manage Paperless Preferences." From the mobile app, go to the "More" menu and select "Paperless Preferences."

  • Is there a fee for paperless statement delivery?
    No, there’s no fee for paperless statement delivery. However, there may be a fee for receiving paper statements on certain accounts. For fee information, call us at 1-800-488-2265 (TTY 1-800-659-5495), option 3, Mon–Fri 4 am–10 pm PT, Sat—Sun 5 am–10 pm PT.
  • When will my statements be available for viewing?
    Your statements will be available online within one to five business days of your statement cycle date. Your statements are available sooner online than they are when mailed.
  • Will I be notified when my statement is available online?
    Yes. As long as you've signed up for online account access, you will receive an email notifying you when your statement is ready (unless you have a business account that only receives paper statements). We suggest you make sure your email address on file is up to date, and add OnlineStatements@bankofthewest.com to your email address book or safe list to ensure delivery of your notification emails.
  • What happens when I choose to receive both online and paper statements?
    We'll send you an email as soon as a new online statement is available. Paper statements will arrive as soon as we’ve had time to process the request. There may be a fee for receiving paper statements in addition to online statements for the same account. For fee information, call us at 1-800-488-2265 (TTY 1-800-659-5495), option 3, Mon–Fri 4 am–10 pm PT, Sat—Sun 5 am–10 pm PT.
  • How long are my statements available online?
    As long as you've signed up for Online Banking and maintain an account with Bank of the West, you’ll be able to access up to seven years of your statements. To view your statements, go to the Accounts tab and select "Statements & Documents."
  • Do I need special software to view statements online?
    Yes. You need to have Adobe Acrobat Reader® software installed on your computer. To download a free version of this software, visit https://get.adobe.com/reader and follow the on-screen instructions.
  • Can joint account holders view statements online?
    Yes, as long as joint account holders have separate profiles in Online Banking, each will be able to view statements and will receive an email notification when a new statement is available.
  • How do I print or save an online statement?

    After signing in, go to the Accounts tab and select "Statements & Documents." On the Statements & Documents screen, select the statement you want to print or save. The statement will be a PDF that opens in Adobe Acrobat Reader®. On the Adobe Acrobat Reader toolbar, select the print or save button.

    To download a free version of Adobe Acrobat Reader software, visit https://get.adobe.com/reader and follow the on-screen instructions.

     

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 for alerts in Online Banking.

    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 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 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 alerts notify you of important events regarding your Online Banking profile.
    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 alerts notify you when a transfer from the selected account has been scheduled, modified, or processed.
    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 in 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 how you’d like to be notified and for which accounts. We’ll only send you an email or text message for the alerts you select.
  • Can I receive alerts for all my Bank of the West accounts?
    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.
  • 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?
    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.

  • How do I change the email address for my alerts?
    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.
  • How do I add or delete a contact for my alerts?

    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."

    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.
Budgets and Spending
  • What’s "View Budgets and Spending?"
    View Budgets and Spending 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 > View Budgets and Spending > 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.
Payments and Transfers
Send and Receive Money
  • What is Zelle®?

    Zelle® is a convenient way to send money between almost any bank accounts in the U.S., typically within minutes. Available within our mobile banking app or Bank of the West Online Banking, you can send money to friends, family, and other people you know and trust using just their email address or U.S. mobile phone number—regardless of where they bank.footnote1

  • When should I use Zelle®?

    It is important to use Zelle® carefully and only send money to friends, family, and other people you know and trust. Additionally, be aware of the following:

    • Payments made to a recipient using incorrect information are the responsibility of the sender. Because Zelle® payments between enrolled users are fast and direct, you should always double-check your contact information before sending a payment with Zelle®. If the money has already been deposited, the bank cannot reverse the payment, and you will need to work directly with the recipient to attempt to recover your funds.
    • You should not use Zelle® to make payments if you don’t know the person or aren’t sure you’ll get what you paid for (for example, items bought from an online bidding or sales site). Be aware that these types of transactions are potentially high risk, and neither Bank of the West nor Zelle® offers a protection program for any purchase or sale conducted using Zelle®.
  • Is Zelle® safe to use?

    Yes. Keeping your money and information safe is a top priority for us. When you use Zelle® within our mobile app or Online Banking, your information is protected with the same technology we use to keep your bank account safe. We’ll send you a confirmation email every time a recipient is added to your account and money is transferred from your account to make a payment.

    If you ever see unauthorized activity on your account, call us immediately at 1-800-488-2265 (TTY 800-659-5495), option 3, Mon–Fri 4 am–10 pm PT, Sat–Sun 5 am–10 pm PT.

  • Which accounts work with Zelle®?
    You can use your checking, savings, or money market savings accounts to send and receive money with Zelle®. Other types of accounts, such as credit card and loan accounts, aren’t eligible for incoming or outgoing Zelle® payments. Note that sending money with Zelle® from your savings or money market account counts toward the maximum 6 transfers or withdrawals set by federal regulations (per month for savings accounts and per statement cycle for money market accounts). If you try to exceed the limit of withdrawals for a savings account, you will be locked out of using Zelle® and will need to call customer service for assistance. If you exceed the limit of withdrawals for a money market savings account, you will be charged an additional fee per excess transaction.
  • How do I get started with Zelle®?
    1. Sign in to your account on the Bank of the West mobile app or sign in to Bank of the West Online Banking on your computer.
    2. Select Payments & Transfers > Send Money with Zelle®.
    3. Enroll your email address and U.S. mobile phone number and select a primary deposit account. Note: You may be sent a verification code to confirm your information.

    That’s it! Now you’re ready to send or receive money with Zelle®.

    To send money, you will create a contact in Zelle®, providing the contact’s name and one of the following:

    • Email address
    • U.S. mobile phone number

    Then follow the instructions on the screen.

    If you send money to someone who isn’t enrolled with Zelle®, they will receive a payment notification prompting them to enroll with Zelle®. After your intended recipient enrolls, it may take 1–3 business days for your recipient to receive that payment in their bank account. This is a security feature of Zelle® designed to reduce risk and protect you whenever you’re sending or receiving money. Once that payment completes, that recipient will be able to receive future payments faster, typically within minutes.

  • Can I use a recipient’s account number to send money?

    Yes. Using a person’s account number and the routing number of their bank is an alternate way to send money to people through the Bank of the West Mobile App and Online Banking. Depending on the recipient's bank, the money will be deposited within minutes or in 1–3 business days.

    Important note: Only send money to friends, family, and other people you know and trust. Additionally, be aware of the following:

    As with any information you use to make a payment to someone, you should make sure the account and routing numbers are the correct ones for your intended recipient. Once the money is deposited, the bank cannot reverse the payment, and you will need to work directly with the recipient to attempt to recover your funds.

    You should not make a payment using an account and routing number if you don’t know the person or aren’t sure you’ll get what you paid for (for example, items bought from an online bidding or sales site). These types of transactions are potentially high risk, and Bank of the West doesn’t offer a protection program for a purchase or sale conducted using this kind of payment.

  • What if I’ve already used Zelle® through another financial institution?

    You can still enroll in and use Zelle® through Bank of the West. Zelle® doesn’t restrict you from enrolling through multiple financial institutions. However, the same email address or U.S. mobile phone number can’t be used at multiple financial institutions to receive money.

    If you’d like to use the same email address or U.S. mobile phone number to receive money at Bank of the West that’s been previously used to receive money at another financial institution, you need to transfer it to Bank of the West from the Zelle® Activity screen. You’ll get an email confirmation after the email address or U.S. mobile phone number is transferred.

     

  • Can I receive money through Zelle® into more than one Bank of the West account?
    Not at the same time. When using Zelle® through Bank of the West, you can receive money into one account at a time. You can verify or update which Bank of the West account is set up to receive money within your Zelle® settings.
  • Are there fees to send money using Zelle®?
    There are no fees to use Zelle® through Bank of the West Online Banking or the mobile app. At times, you may receive notifications via text message if you have registered your U.S. mobile phone. Your wireless provider may charge you per text message, so check your wireless plan before using the service.
  • Are there limits to how much I can send using Zelle®?

    Yes. When sending money, you’ll see the daily and monthly limits in the Mobile App or within Online Banking. Zelle® sends payments quickly, with recipients typically receiving the money within minutes.footnote1 Bank of the West has set a daily limit of $2,000 and a monthly limit of $5,000 on these Zelle® payments.

    If a recipient is not enrolled in Zelle®, it may take 1–3 business days to receive the money once the enrollment is complete.

    Recurring and future-dated payments are also available within Bank of the West Online Banking and the mobile app. These payments may be made in a different method and speed than other payments made with Zelle®. These types of payments may be made in 1­–3 business days with the following limits:

    • Daily Limit - $5,000
      • $2,500 limit for payments using a recipient’s email address or U.S. mobile phone number
      • $2,500 limit for payments using a recipient’s account and routing number 2
    • Monthly Limit - $10,000 (“monthly” means a rolling 30-day period)
      • $5,000 limit for payments using a recipient’s email address or U.S. mobile phone number
      • $5,000 limit for payments using a recipient’s account and routing numberfootnote2

    No single daily transaction more than $2,500 is permitted for these types of payments.

  • What happens if I don’t have enough money to cover a Zelle® payment?
    You won’t be able to make a payment through Zelle® if it’s more than your Available Balance.
  • What if I have Savings Overdraft Protection or a Gold Line line of credit linked to my checking account for overdraft protection?
    Neither of these will advance funds to make payments through Zelle®. Prior to scheduling a payment, you should transfer money into your account to ensure you have sufficient funds to cover the Zelle® payment amount.
  • How fast will recipients get a payment I send?

    If your recipient is already enrolled with Zelle®, they will typically get their money within minutes.footnote1

    If your recipient has not yet enrolled in Zelle®, they will generally get their money 1–3 banking business days after they enroll. If your recipient doesn’t enroll within 14 calendar days, the transaction will be canceled and you’ll be notified.

    Note: Recurring and future-dated payments are also available within Bank of the West Online Banking and the Bank of the West mobile app. For those types of payments, your recipient will receive the money 1–3 banking business days after your scheduled payment date.

  • Can I stop a payment?

    You can stop a payment after you’ve sent it only if the recipient has not yet enrolled with Zelle®.

    To see if you can stop a payment, sign in to your account from the Bank of the West Mobile App or sign in to Bank of the West Online Banking on your computer. Go to Payments & Transfers > Send Money with Zelle® > Activity and select the Stop Payment button. If that button isn’t displayed, the stop payment option is no longer available because the payment has already been deposited into the recipient’s bank account. If the Stop Payment button appears, you may proceed with stopping the payment but please note that a stop payment fee will apply.footnote3

  • What if I accidentally send money to the wrong email address or mobile phone number?

    Payments made to a recipient using incorrect information are the responsibility of the sender. Because Zelle® payments between enrolled users are fast and direct, you should always double-check your contact information before sending a payment with Zelle®.

    However, if you accidentally send money to a recipient you didn't intend, you can take the following steps:

    • Try to stop the payment. To see if you can stop a payment, sign in to your account from the Bank of the West Mobile App or sign in to Bank of the West Online Banking on your computer. Go to Payments & Transfers > Send Money with Zelle® > Activity and select the Stop Payment button. A stop payment fee will apply.footnote3 If that button isn’t displayed, the stop payment option is no longer available because the payment has already been deposited into the recipient’s bank account.
    • Contact the recipient. If the money has already been deposited, the bank cannot reverse the payment, and you will need to work directly with the recipient to attempt to recover your funds.
  • What should I do if I experience fraud on my account?
    Monitor your account regularly, and let us know immediately if you see unauthorized activity by calling us at 1-800-488-2265 (TTY 800-659-5495), option 3, Mon–Fri 4 am–10 pm PT, Sat–Sun 5 am–10 pm PT.
  • Why am I asked to verify my email address or mobile phone number when someone sends me money?
    Zelle® enables others to send you money using your email address or U.S. mobile phone number. To ensure you receive these payments, you need to enroll and verify your email address or U.S. mobile phone number. In addition, we will use this information to inform you when your payments to others are processed, when your recipient has received a payment and if any changes are made to your Zelle® enrollment information. We’ll also notify you if your payment fails.
  • Why don't I see money or a payment that I'm expecting?

    There are two main reasons why an incoming payment may be missing:

    The payment was sent to an email address or U.S. mobile phone number not currently linked to your Zelle® enrollment information, or the sender entered the wrong email address or U.S. mobile phone number. Verify the email address or U.S. mobile phone number used by the sender.

    If you have multiple accounts at Bank of the West or with other banks, it’s possible that the email address or U.S. mobile phone number entered by the sender is linked to a different bank account that you own. You can check your Zelle® settings to see the account you set up to receive the money. You can also check your other bank accounts to confirm if the money was received there. If you still can’t locate your payment, please call us at 1-800-488-2265 (TTY 1-800-659-5495), option 3, Mon–Fri 4 am–10 pm PT, Sat–Sun 5 am–10 pm PT.

  • What happens to payments if the recipient doesn’t enroll?
    After 14 calendar days, your payment will be canceled and the full amount will be returned to your account.
  • How do I request money from someone?

    To request money from someone, all you need is their email address or U.S. mobile phone number. Select “Request” from the menu, select a contact, enter the amount and submit your request. Your contact will receive an email or text message notifying them of your request.

    If you send a request to a recipient’s email address that is not enrolled in Zelle®, the request will include an invitation to enroll in Zelle® before the request can be processed. If you send a request to a recipient’s U.S. mobile phone number that is not enrolled in Zelle®, Bank of the West won’t be able to complete the request or send the recipient an invitation to enroll in Zelle®.

  • Is there a fee for requesting money?
    No. Mobile carrier fees may apply for the use of text messages.
  • Can I request money from multiple people at once?
    Yes. You can request money from up to five contacts at once by selecting the Split feature from the menu. You can choose a request amount that will be shared between the selected contacts, including you.
  • Can I cancel a request for money?
    Yes. Your contact will be notified if you cancel a request for money.
  • What should I do if I get locked out of Zelle®?
    If you need help, call us at 1-800-488-2265 (TTY 800-659-5495), option 3, Mon–Fri 4 am–10 pm PT, Sat–Sun 5 am–10 pm PT.
  • Why don’t I see Zelle® on my statements or transaction history?
    Zelle® transactions in Online/Mobile Banking and on your account statements will temporarily appear with the letters “RTX.” This will change in the future so that the transactions will appear with the name Zelle®.
Bill Pay
  • Who can I pay with the Bill Pay service?
    You can pay almost anyone with a U.S. address using Online Banking Bill Pay. You cannot make payments outside of the U.S. 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?

    There is no charge for standard bill payments. There is a fee for any Overnight check requests or Same Day Electronic Payments. These fees, if any, will be deducted from your designated checking account. Refer to the Schedule of Fees and Charges for your state here.

    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.

  • 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
  • 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 pm PT 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 pm PT 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 "Activity" tab. Select the desired date range and narrow your results by adding a filter. When you have the payment history you want, select the "Print" link at the top of the page. You can also download your history by clicking the "Download Payment List" 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 > Payment Center. Under the Make Payments section, open the row for the company or person and click the "Details" link. Select the Remove payee name link and then click on Delete Payee name to confirm. 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 "AutoPay". To set up a Recurring Payment, go to Payments & Transfers > Bill Pay > Payment Center. Under the Make Payments section, select AutoPay for the respective payee and then click on "Set Up AutoPay" link. On the next page, fill in the required details for setting up the recurring payment.
  • 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 pm PT 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 available funds. Similarly, the Bank reserves the right to decline to honor your bill payment if you do not have sufficient available 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 available 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 an Extended Overdraft Fee if your account remains overdrawn for five business days. Refer to the Schedule of Fees and Charges for your respective checking account for more fee 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 .
  • 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 available funds in your checking account on the payment due date (subject to a Gold Line Loan Advance Fee). If you have sufficient available funds in a linked savings or money market account and have not reached the maximum number of transfers permitted from a savings or money market account per statement cycle, Savings Overdraft Protection will also advance money to cover Online Banking bill payments (subject to a Savings Overdraft Protection Transfer Fee). If you have sufficient available funds in a linked savings account and have reached the maximum number of transfers permitted from a savings account, Savings Overdraft Protection will NOT advance any money to cover Online Banking bill payments. If you have sufficient available funds in a linked money market account and have reached the maximum number of transfers permitted from a money market account, Savings Overdraft Protection will advance money to cover Online Banking bill payments but may also be subject to an Excess Withdrawal Fee.
  • 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 eBills" link under the payee details. Click on the link to set up your eBill.

    Note: Some payees stop sending 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.
  • What is the cut-off time to schedule an online transfer?
    For transfers between your eligible Bank of the West accounts, the cut-off time for same-day transfers is 7 pm PT. Transfers scheduled after 7 pm PT 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.
Safety and Security
  • What is Bank of the West doing to protect my accounts?

    Your privacy and security are at the forefront of what we do at Bank of the West. To protect the security of your account information, we use a variety of security measures and safeguards. Our dedicated team of computer operations analysts regularly monitors our systems and continually takes precautions to make sure your identity and data are protected. Also, if you forget to sign off during a banking session, security systems will automatically sign off your session after 15 minutes of inactivity. If you ever see unauthorized activity on your account, contact us right away, and we’ll work to help you out.

    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. 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 (no repeats)
      • looks like a sequence of random letters and numbers
      • is not obvious or easily obtainable information
    • 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. to 10 p.m. Pacific time, Sat, Sun & most Holidays: 5 a.m. to 10 p.m. Pacific time.
  • 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.

  • 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.
  • 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.

    Google® Taskbar

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

    Yahoo® Taskbar

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

    MSN Taskbar

    With an MSN browser or taskbar you must go to "MSN Settings."
    There you should be able to locate the pop-up blocker options.
    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. 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?
    • 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 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.

    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.

Tell us where you live

Choose your state of legal residence. We can then give you information about the products and services available in your area.

Note: Bank of the West has branches only in the states listed in the drop-down. At this time, we only open accounts for individuals and businesses in these states.