Frequently Asked Questions
We know that you likely have lots of questions about our new mobile app and online banking. To help you, we have compiled a list of frequently asked questions to help guide you through the registration process and each feature. Please select from our categories of FAQs below.
General
Q. Will my account number stay the same?
A. Yes, all your account numbers are the same and we do not anticipate there being any time you will be unable to access funds by debit card or check.
Q. Will my current direct deposits and automatic transfers be affected?
A. All current direct deposits and automatic transfers will continue to proceed normally.
Q. Who should I contact if I have further questions?
A. Visit us in person at one of our branches, online at bank-partners.ru, or on the phone at 540-899-2265. We are happy to help!
Online Banking
Q. Do I need to do anything different to access online banking?
A. Yes. You will need to download our new app from your app store on/after 11/9/20. Simply search for Virginia Partners Bank and download our new app with the PB wax seal logo. Or, you can select the app store for your device below.
A. First, you must have the new Virginia Partners Bank Mobile App installed on your device. Then, you must enable fingerprint or facial recognition under Settings and Biometrics. Once you do so, you can then use your fingerprint or facial recognition to log in to the mobile app or online banking via Quick Login.
A. Yes, our Mobile Banking service utilizes best practice security services such as HTTPS, TLS encryption, password access, biometrics, and application time-out when not in use. Only the phones that you enroll can access your bank accounts and no account data is ever stored on your phone.
A. The website remains the same at bank-partners.ru. Your username will be the same as it is currently, minus any special characters (!#$%^&*?,) Those who will be affected by any changes in username due to special character limitations, will be contacted directly. when you first sing in to the new online banking, you will need to use the special password instructions that were emailed to you on 11/05/2020. you will be prompted to change it automatically. If you use our Mobile App, you will need to redownload the app by visiting your phone's app store after 11/09/2020.
Q.Will the transfers and payments that I had set up in the previous system carry over?
A. If you had automatic internal transfers and payments set up in the previous online banking system, they will continue as scheduled. External transfers will need to be set up again.
Q. Will my alerts carry over from the previous online banking?
A. No, alerts will not carry over to the new mobile app or online banking. You will need to set up them up again.
A. No, alerts will not carry over to the new mobile app or online banking. You will need to set up them up again.
Q. Will I have access to my eStatement history?
A. Yes. You will continue to have access to 12 months of eStatements. Statements from prior to Nov. 5, 2020 may not be available until Dec. 21, 2020
A. Yes. You will continue to have access to 12 months of eStatements. Statements from prior to Nov. 5, 2020 may not be available until Dec. 21, 2020
Q. Will my transaction history transfer over to the new system?
A. Yes. At the initial login, you will have access to 12 months of transaction history.
A. Yes. At the initial login, you will have access to 12 months of transaction history.
Q. How do I set up alerts?
A. You can set up alerts in online banking under Messages & Alerts or in the mobile app under Manage Alerts. There are many types of alerts that you can set up, including low balance, large transactions, loan payment due, and more.
A. You can set up alerts in online banking under Messages & Alerts or in the mobile app under Manage Alerts. There are many types of alerts that you can set up, including low balance, large transactions, loan payment due, and more.
Q. What are Card Controls?
A. Card Controls allow you to turn your debit and credit cards off and on again within online banking and the mobile app. When you turn your card off, it can’t be used for purchases, ATM withdrawals, or recurring transactions. If you turn off a card, you can turn it on again at any time.
A. Card Controls allow you to turn your debit and credit cards off and on again within online banking and the mobile app. When you turn your card off, it can’t be used for purchases, ATM withdrawals, or recurring transactions. If you turn off a card, you can turn it on again at any time.
Q. What if my card is lost or stolen?
A. If your card is lost or stolen, you can use Card Controls to turn it off and report it to the Bank. This should be done as quickly as possible. When you report it lost or stolen, you can choose to have a new card mailed to you.
A. If your card is lost or stolen, you can use Card Controls to turn it off and report it to the Bank. This should be done as quickly as possible. When you report it lost or stolen, you can choose to have a new card mailed to you.
Q. What is Budgeting Partner?
A. It’s a brand new budgeting feature that we’ve included in your online and mobile banking. You'll be able to access it starting 11/10/20.
A. It’s a brand new budgeting feature that we’ve included in your online and mobile banking. You'll be able to access it starting 11/10/20.
Mobile
Q. Do I need to re-download the mobile app?
A. Yes. You will need to download our new app from your app store on/after 11/9/20. Simply search for Virginia Partners Bank and download our new app with the PB wax seal logo. Or, you can select the app store for your device below.
Q. How can I log in using my fingerprint or facial recognition?
A. First, you must have the new Virginia Partners Bank Mobile App installed on your device. Then, you must enable fingerprint or facial recognition under Settings and Biometrics. Once you do so, you can then use your fingerprint or facial recognition to log in to the mobile app or online banking via Quick Login.
Q. Is Mobile Banking secure?
A. Yes, our Mobile Banking service utilizes best practice security services such as HTTPS, TLS encryption, password access, biometrics, and application time-out when not in use. Only the phones that you enroll can access your bank accounts and no account data is ever stored on your phone.