GRBbank Online Banking FAQs

The GRBbank online banking platform, powered by Banno, is a powerful solution for all your online banking needs. Both the GRBbank online and GRBbank mobile app will deliver a number of benefits and share a more consistent user experience. The new platform includes enhanced security features, a more robust dashboard view of accounts and transactions, a personal financial management tool to help track spending and budgets, and more powerful rules-based alerts to customize.

As you begin to use GRBbank online banking, please refer to the FAQ sections below to customize it and make the most of the solution.

Do I need to re-enroll in online banking to access the new GRBbank system?

There is no need to enroll in GRBbank if you were previously enrolled in GRBonline. 

I don’t know my GRBbank credentials.

Your credentials have remained the same. Log in to GRBbank (online and mobile) with your existing GRBonline credentials.

What if I’ve forgotten my Username or password?

Choose Forgot? when logging in to GRBbank and reset your password. You will need your Username and Email, or, if you forgot your username, you can use your account number along with your Social Security Number to reset. if you are unable to complete the steps, please contact us at 585-249-1540

Can I change my GRBbank Online ID and Password?

You can change your ID and password at any time within GRBbank. Click on your name from the bottom of your menu, go to Settings and select Security. Click on Edit next to Username or Password to make changes.

I am a new customer, how do I sign up for GRBbank?

Simply go to my.grbbank.com to self-enroll via a desktop, or download the GRBbank App from the Apple store, or Google Play Store to enroll via a mobile device.

Do I need to download a new mobile app?

Yes, you will need to delete your old GRBmobile app and download the new GRBbank app. If you attempt to log in into the old app, you will be prompted to download the new app until 5/3/2022. After that, you will no longer have access to GRBmobile. Please delete the GRBmobile app off your device after you access the new GRBbank app.

How do I download the GRBbank app?

The GRBbank app is available for download in your app store. Choose your app store below to download.

On what devices can I access GRBbank?

You can access GRBbank on a smartphone, tablet, and computer.

Can I use FaceID and TouchID to access the app?

Yes, depending on your device’s features, you may set up FaceID or TouchID to quickly access your account. You can even set up a passcode log in if you’re unable to use FaceID or TouchID.

Which Internet browsers can I use to access my accounts online?

We recommend that you use the latest versions of the following supported browsers:

  • Chrome
  • Firefox
  • Microsoft Edge
  • Safari

Please keep your browsers up-to-date to ensure safe browsing and uninterrupted access to online banking.

Why am I getting an error that says, “Incorrect phone number”?

This error is present during the enrollment process and means the phone number you entered does not match the phone number we have on file. If you have an alternative phone number, you can try again. If you would like to update your phone number in our system or need other assistance, please contact us at 585-249-1540.

Why am I getting an error that says, “Please verify your information and try again.”?

This error is present during the login process and typically means that your account information does not match our records. If you forgot your username or password, please use the Forgot? option at the bottom right of the log in window.  Please contact us at 585-249-1540 if you need assistance.

What is Two-Factor Authentication and why am I asked for a code when I log in?

Two-Factor Authentication (2FA) is a security feature that helps safeguard your account information when users provide two distinct form of identification. It is an important security tool to help ensure you are the only one accessing your account information. By entering the code received at your number, the system knows it’s you.

When initially setting up 2FA, you will need to enroll a phone number (mobile or landline). Once this information is entered, you’ll choose one of three options to receive a one-time verification code:

1. Text message to the mobile phone entered,

2. Automated phone call to phone number entered, or

3. Authy Authenticator App

This is a one-time set up, so ensure that you have access to this phone while completing these steps. Each time you log in, you will receive a code at the phone number or via Authenticator App, originally provided.

*Please note – If you are using an Intuit product such as Quicken or Mint, you must use the Authy Authenticator app so the Intuit connection can access 2FA.

Do I need to get a verification code every time I log in?

After entering the verification code, if you are logging in from a secure computer or device, you have the option to select “Don’t ask for code again on this computer.” This allows you to avoid having to enter a verification code during each login. This option should never be selected on a shared or public computer.

I received a request for a verification code, but I’m not trying to log in?

This is a result of one of two things:

  1. You may be using an aggregation service (a site or 3rd party that logs in to online banking to retrieve your account data) that’s prompting the code to be sent behind the scenes.
  2. You may have potential fraud. Thankfully, this is exactly why 2FA is in place. If this happens (and you are not using any aggregation service), please change your password immediately.

I decided I want to use another 2FA method. Can I update this?

Yes, you can update your Two-Factor Authentication method at any time. Click on your name from the bottom of your menu, go to Settings and select Security. Click on Edit settings under Two-Factor authentication to make changes.

I use an account aggregator (like a Financial site), and it’s not connecting anymore. What do I do?

Due to the conversion, your connection with the 3rd party aggregator may “break.” This should resolve on its own. If not, please disconnect and reconnect.

Alerts

Can I receive alerts regarding my accounts?

Yes, you can set up alerts regarding your account balance, transactions and Debit Card usage. When you set up Alerts, you will receive a notification via email, text, or within our app. Bill Pay Alerts can be set up in Bill Pay under Payments. User Alerts, which can be accessed from your User Settings are notifications pertaining to your account such as logins from a new device, or changes to passwords and personal information.

Will my previously created account alerts from GRBonline be transferred to GRBbank?

Alerts will need to be re-entered via GRBbank. Luckily, it’s easy! See “How do I set up account alerts?”

How do I set up account alerts?

Alerts are unique for each account, so you can set the alerts to work best for you. To set up your alerts, click your account and choose Alert preferences. There is a Balance, Transaction, and Card Management (if you have a debit card with GRB) section. For Balance and Transaction alerts, choose + Add alert and fill out the details. You can choose to be alerted by text, email, and/or in-app message. When using the GRBbank app, you can enable push notifications for alerts to be sent to your lock screen.

For Card Management alerts, please see the Card Management FAQs here (link to FAQ).

For User alerts, click on your name from the bottom of your menu, go to Settings and select User alerts.

How do I edit or delete an alert I’m receiving?

To view your existing alerts, click your account and choose Alert preferences. Your existing alerts will be listed and each will have an Edit option. Choose Edit to change the amount, notification method, or remove the alert all together.

Accounts

How do I nickname or rename an account?

Select the account you wish to rename. Click Settings. Click Rename next to the account name at the top. Type in your new name and hit Save.

How do I change the order of my accounts?

Select Accounts from your menu, scroll to the bottom of your account list, and click Organize accounts.

How do I hide an account from GRBbank?

Click on the account you wish to hide, select Settings and toggle the slider off next to “Display in online and mobile banking” or “Show in app” from the mobile app.

How current is the account information I access through online banking?

Items posted to your account and pending items are viewed in real time.

Where can I find my account number?

Your account and routing numbers are listed in the Details of your account. Click on any of your accounts to view this information.

Transactions

How do I search for transactions?

You can search all transactions, from all of your accounts, on the Dashboard by selecting the magnifying glass icon from the Transactions card. You may narrow your search down to a specific account by going into the transactions of the account you’re looking to search and selecting the magnifying glass icon. Account transactions can be searched by amount, date, tags, etc. On the desktop, you can click on the Search and sorting options to open advanced search options.

How do I add a tag, note, or image to a transaction in digital banking?

You can add notes, tags, and images to any transaction. Select the account and transaction you wish to notate. Click on the appropriate icon for one of the following:

  • Add tags
  • Add notes
  • Add images

Follow the on screen prompts to update the transactions. Any tags, notes, and images attached to transactions will be accessible on all devices. 

How do I export my account transactions?

When viewing your account activity, choose the download option next to the print icon at the top of the Transactions card. Looks like an underlined down arrow. Note: downloading transactions can only be completed using the desktop, not mobile.

Where can I find copies of my check images?

Simply find the check you’d like to view in your account and click on the green image.

How can I place a stop payment on a check in GRBbank?

You can place a stop payment on a check by selecting the account the check was written off of.  Click the Stop payments icon. Follow the prompts. Note: Stop payments can only be completed using the desktop, not mobile.

Can I reorder checks from GRBbank?

Yes, you can order checks by selecting your account and clicking on Reorder Checks. You will be redirected to our check provider’s website. This can be done in both desktop and mobile.

Transfers

How do I transfer money between my accounts at another bank with online banking?

We have great options for moving money between your accounts at another bank.

  1. External Transfers allow you to transfer funds to and from your GRB accounts and your accounts at other financial institutions. To add an external transfer account, you may do so in the Transfers section by clicking + External account on desktop or Add External account on mobile.
  2. Bill pay allows you to send money to another account via our Pay a person option. To access all pay a person options, click on Payments on the left or flyout menu in mobile. Select + New payee on desktop, or Add a Payee on mobile.

How do I transfer funds between accounts? 

For internal transfers between your GRB accounts, you can do this from the Dashboard Transfers Card, or by clicking on Transfers on the left or flyout menu. Select Make a transfer and choose your From and To accounts. Then choose the amount you’d like to transfer and frequency options under “More options” if applicable. Click Submit.

What is the cut off time for transfers?

You may make transfers 24/7. Any transfers made before 10:00 p.m. will be credited the same business day. Transfers scheduled on weekends or bank holidays will be credited the next business day.

Bill Pay

Can I pay bills directly from GRBbank

Yes, Bill Pay allows you to pay virtually anyone or any company through our online and mobile banking platforms. No need to buy stamps or write checks – it’s safe, secure, and easy! Learn more about Bill Pay and how to set it up here. LINK TO BILL PAY INFO

Who can I pay with bill pay?

You can pay businesses and individuals with a mailing address within the United States and Puerto Rico. For example, you can pay utilities, credit cards, and individuals such as a landlord, babysitter or relative.

How do I enroll in bill pay?

Log in to GRBbank and click on Payments. It will walk you through enrollment. Once enrolled, you can create new payees and schedule payments.

How do I pay a bill in GRBbank?

Visit Payments and choose Pay a bill to get started.

How do I pay a person?

Visit Payments and choose Pay a person to get started. Or simply click on the Pay a person icon on your Dashboard.

How do I edit a scheduled payment?

Visit Payments, select the pending payment, click Edit. You can change the amount, date to be paid, and delete the payment all together.

Can I pay from more than one account?

When enrolling you can select more than one account to make payments from. To add another checking account not selected at enrollment, log in using your browser and go to your Payments Dashboard. Select My Account and choose + Add Account from the Pay from accounts section. We will verify you are an owner on the account and will notify you when the account is ready to use for payments.

Can I pay multiple bills at one time?

When logged in using your desktop, select Pay a bill and choose Multiple.

What if I need a payment to get there sooner?

When scheduling a payment, select More options and choose Sends. A list will appear with available delivery options to choose from. Fees apply.

How do I set up a recurring payment?

When scheduling your payment, select More options. Click Frequency and choose from the options how often you would like the payment to be made. You can edit your recurring payments when needed.

How do I pay a person?

Click on the Pay a person icon on the Dashboard, or within Payments. Pay a person payments allow you to send money electronically to family and friends via email, routing and account number, or by check.

How do I send money using email?

Click on the Pay a person icon on the Dashboard, or within Payments. Select + Add a person and enter their name and email. You will create a keyword at that time. They’ll receive an email and will be asked for the keyword. Once they enter the keyword, they’ll be asked to enter their account and routing number using a secure site. This is a one-time step and once they’ve entered their account information, you can send payment to them electronically anytime you need. The recipient will just receive an email notifying them that you’re sending them money. No action is required on their part.

How do I send someone money using their routing and account number?

Click on the Pay a person icon on the Dashboard, or within Payments. Select + Payee and select Pay a person. Choose Direct deposit (Electronic) from the options and follow the simple steps. The payment will be sent electronically with no action required on the recipient’s part.

How soon will they get the money I send?

Electronic pay a person payments are received within 1-2 business days.

When will payments be deducted from my account?

The funds for electronic payments will be withdrawn from your account on the date you specify as the payment date. For checks, the money will be withdrawn out of your account when the paid item is received by the bank, just like any other check you would write.

How are online payments delivered?

Payments are sent one of two ways – electronically or by paper checks. The majority of payments are delivered electronically. Your payment information, such as your account number, is sent via secure transmission. All other payments are made by paper checks that are mailed via the U.S. Postal Service.

How long does it take before my payment is received?

Generally, your payment is received within 2 to 7 days, depending on whether it is sent electronically or via paper check.

Is bill pay secure?

Paying bills through GRBbank is one of the safest ways to pay your bills. You have flexibility and control of your payments with real-time access to your payment activity. Only you can access your account information, account numbers, and payment history. It also helps guard against identity theft from lost or stolen checks.

How do I access my Debit Cards?

Debit cards are accessed within Card management. Access Card management for all your debit cards via the Dashboard, or click into your account the debit card is linked to. You will see Card management with your active linked card for that account.

What can I do in Card Management?

You can set a variety of customized controls and alerts within GRBbank including:

  • Turn debit and credit cards on or off
  • Report cards lost or stolen
  • Activate a new card
  • Alert options for transactions based on location, merchant type, transaction type, spending, and more!
  • Set travel alerts

How do I turn off my debit card off via GRBbank if it’s been misplaced, or lost/stolen?

You can turn off your debit card on any device. Find your card under Card management, toggle the slider to lock your card. This keeps your card locked until you turn it back on.

If your card is permanently lost or has been stolen, you may cancel your card by selecting Report lost/stolen.

How do I activate my debit card via GRBbank?

Find your card under Card management, click Active new card

How do I set up alerts and protections for my Debit Cards?

Click on your debit card in Card Management. Click Alerts and Protection. From here you can:

  • Manage how you want to receive these debit card related notifications within Notification settings
  • Set an alert to notify you anytime your debit card is used by toggling the Notify me on all transactions on
  • Set alerts or blocks on International usage under Locations (Note: Blocking will stop in person card usage. Online transactions will still be possible)
  • Set alerts or blocks on Merchant types:
    • Department Store: includes clothing, accessories, office supplies, electronics, etc.
    • Entertainment: includes amusement parks, movie theaters, arcades, etc.
    • Gas Station: includes fuel dispensers, warehouse club gas, etc
    • Grocery: includes supermarkets, bakeries, butchers, etc.
    • Household: includes utilities, contracted services like electricians, plumbers and A/C repair, etc.
    • Personal Care: includes drug stores, pharmacies, health professionals, etc.
    • Restaurant: includes diners, fast-food, cafeterias, etc.
    • Travel: includes airlines, car rentals, hotels, etc.
    • Age Restricted: includes liquor stores, smoke shops, casinos, adult stores, etc.
    • Other: purchases at other merchants
  • Set alerts or blocks on Transaction types:
    • In Store: includes department stores, pharmacies, other retail stores, etc.
    • eCommerce: includes online bill payment, online shopping, etc.
    • Mail/Phone Order: includes catalog shopping, travel agents payments, etc.
    • Recurring: includes automated bill payment, monthly expense payments, etc.
    • ATM: includes bank ATMs, vendor ATMs, cash advance, etc.
    • Other: includes other cases outside of standard types.
  • Set spending limits and alerts

Transaction Limits

  • Spending limit: Transactions over your designated amount will be blocked and an alert will be sent.
  • Spending alert: Transactions over your designated amount will send an alert.

Monthly limits

  • Monthly spending limit: Transactions that would bring your monthly spending total over your designated amount will be blocked and an alert will be sent.
  • Monthly spending alert: Transactions that would bring your monthly spending total over your designated amount will send an alert.

I will be traveling, how do I set a Travel Notice?

From the Dashboard Card management “card”, click the three dots in the upper right corner and click the airplane icon (on the mobile app, the Airplane icon will be visible without clicking the dots). You may also access it by clicking on your name from the bottom of your menu, go to Settings and select Travel notices. From here you can add a notice to include location(s) and dates of any travel and which cards should be permitted during that time.

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What is Mobile Check Deposit?

Mobile Check Deposit allows you to deposit checks from your GRBbank mobile app. To make a deposit, simply take pictures of the front and back of an endorsed check.

How do I endorse my checks?

Checks must be endorsed with your signature, followed by “For GRB Mobile Deposit Only”. Please note:omission of this endorsement may result in the reversal of or an extended hold on the deposit.

How do I enroll to use Mobile Deposit?

Log in to the GRBbank app. Tap Deposit on your Dashboard, or Deposit checks in the flyout menu. Follow the steps and choose the accounts you wish to deposit into. We’ll send you an email when your Mobile Deposit is ready to use!

What type of device do I need to make a Mobile Deposit?

All you need is your iPhone, iPad, or Android with the GRBbank App.

How do I deposit a check using Mobile Deposit?

  1. Tap Deposit on your Dashboard, or Deposit checks in the flyout menu
  2. Enter the check amount and tap Continue.
  3. Take pictures of the front and back of your endorsed check. Checks must be endorsed* with your signature and “For GRB Mobile Deposit Only”.
  4. Select the account you’d like the check deposited into.
  5. Tap Submit.

*Please note: omission of this endorsement may result in the reversal of or an extended hold on the deposit.

When will my funds be available?

Deposits submitted before 7 PM EST on a business banking day will generally be available the next business day.

Are there limits with Mobile Check Deposit?

You may deposit up to three checks, totaling no more than $2,500 on any given banking day and no more than $25,000 in any given month.

Do I need to use a deposit slip to make a deposit through Mobile Deposit?

No. You will only need to take a picture of the front and back of the check being deposited.

How will I know that my deposit was accepted?

You’ll receive an email confirmation that the deposit has been approved. The check will be posted once the deposit has processed.

What should I do with my check after I’ve deposited it?

After you complete your transaction, hang on to your check to make sure it clears with no issue – then destroy it.

I used to just access a text version of my statement in GRBonline/mobile, but I don’t see where that option is.

The “text” version of your statements is no longer available. In order to view your statements electronically, you must enroll for Electronic Statements.

How do I sign up for electronic statements?

Click on Documents icon on the Dashboard, or within an account, to begin the enrollment process. You must have an email address to receive electronic statements.

Can I have electronic statements without having online banking?

No, electronic statements are accessed from within your GRBbank Online banking.

Will I continue to receive a paper statement after enrolling in E-Statements?

No, when you enroll an account for electronic statements, you will no longer receive a paper statement for that account.

How do I access my electronic statements?

Click on Documents icon on the Dashboard, or within an account. You will see a dropdown with accounts to view and a list of electronic statements and notices available. You will receive an email notifying you each time you have a new statement available.

Who can receive electronic statements on an account?

Each account owner can sign up and receive electronic statements. An additional recipient can also be added by an account owner to receive statements – accountant, bookkeeper, etc. To add an additional recipient, access your Documents and select Additional Recipients. You will create a username and PIN for them to use to access the statements.

How far back can I access my statements?

Your electronic statements can be accessed for 13 months. From the time you sign up, you begin building your statement history.

How do I change my email address the statement notifications go to?

To update your email, access your Documents and choose Email settings.

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Quicken/Quickbooks is no longer connected. What do I do?

Please make sure your 2FA method is Authy. If you need instructions on how to update your 2FA method, please see this FAQ (link to I decided I want to use another 2FA method. Can I update this?). If you’re using Authy, and still having connection issues, please disconnect and reconnect.

I am receiving an error when trying to connect to Quicken/Quickbooks, what does this error mean?

Here are some of the most common errors you may come across and how to fix them:

Fix bank error 101

https://quickbooks.intuit.com/learn-support/en-us/banking-topics/fix-banking-error-101/00/398601

Fix bank error 102 and 105

https://quickbooks.intuit.com/learn-support/en-us/help-article/banking/fix-bank-error-102-105/L823OtR0O_US_en_US

Fix bank error 103

https://quickbooks.intuit.com/learn-support/en-us/login-issues/fix-banking-error-103/00/186232

Fix bank error 106

https://quickbooks.intuit.com/learn-support/en-us/banking-topics/fix-banking-error-106/00/185564

Fix bank error 108

https://quickbooks.intuit.com/learn-support/en-us/sync-bank-feeds/fix-banking-error-108/00/369802

Fix bank error 185

https://quickbooks.intuit.com/learn-support/en-us/direct-feeds/how-to-fix-banking-error-185/00/186185

Fix banking error 324l

https://quickbooks.intuit.com/learn-support/en-us/set-up-bank-connection/fix-banking-error-324-standard-feeds/00/186313

If you still need assistance with your Quicken/Quickbooks connections, please contact us and we’d be happy to help.

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