Personal Banking FAQs
Frequently Asked Questions
General Questions
Why is my digital banking changing?
MVB has converted to a new digital banking experience, which will make it even easier for you to manage your finances via the web or mobile app.
What do I need to know about the change?
- Log in for the first time using the same username and password you’ve been using.
- Recurring internal and external transfers have been canceled. You will need to take action to re-establish if you need this payment to continue.
- You will need to take action to review and update alerts as needed. Not all alerts were migrated to the new platform (e.g., account balance alerts).
Important Note: Please be sure to log in prior to January 19, 2024, to ensure your profile is migrated. At the time of conversion, if you have not logged in since July 19, 2022, you will need to re-enroll.
Will I still have access to digital banking during the change?
Web and mobile services will be unavailable from the afternoon of Friday, January 19, until first thing Monday, January 22. Check back for exact times as we get closer to January.
While digital banking services will be temporarily unavailable, ATMs, phone banking and debit cards will still be available. We sincerely apologize for the inconvenience this may cause, but we promise, it will be worth it!
Can l I still use Quicken and Quickbooks?
Yes, you can use Quicken & Quickbooks, but you will need to re-establish your connection once you are in the new experience. We will provide additional details as we get closer to the conversion. Please visit our Quicken and QuickBooks user conversion guides for assistance.
Will this impact my incoming direct deposits or automatic payments?
No, your direct deposits and automatic payments (often referred to as AutoPay) will not be impacted by the conversion.
Will this impact my debit card?
No, your debit card will not be impacted. You will still have access to card controls for your debit card in the new digital banking system.
Will my transaction history be available?
Yes, you will still have access to your transaction history via the web or mobile app.
Why am I seeing my Time Deposits (CD’s) in my account summary?
Great news! You will now see your Time Deposit accounts (CDs) in your account summary, without having to submit a request to MVB!
Will I need to take action to keep accounts hidden?
Yes, your hidden accounts will display in the new experience, but don’t worry, it is easy to adjust. You will just need to update your settings under Account Preferences to disable visibility.
How do I pay my loan?
Our new experience provides a fast and easy way to make loan payments. You will just need to select Transfers & Payments from the left navigation and then choose “Pay a Loan.” Please use the Pay a Loan help guide for more information.
Will I still see my MVB Mortgage account?
To view your MVB Mortgage balance in the new digital experience, you will need to link your MVB Mortgage account using the Personal Finance Manager. We will provide additional instructions as we get closer to conversion.
First Time Log-in
How do I log into my new digital banking?
Beginning Jan. 22, you will be able to log into the new digital experience through the website or your new mobile app. Upon your first login, you will be asked to update your password for the new system.
NOTE: Please login as soon as possible to ensure a smooth transition. Also, It is important that you complete the first time login process at one time to gain access to the new digital banking experience. If you do not complete the process, your account will be locked and you will need to contact MVB to unlock your account.
How do I download the new mobile app?
Beginning Jan. 22, you will be able to find the new app in Google Play or Apple’s App Store. You will just need to delete the old app and download the new mobile app titled: MVB Mobile Banking in Google Play or Apple’s App Store.
Will my username and password change?
Your username will remain the same; however, upon first login, you will be asked to change your password.
NOTE: It is important that you complete the first time log in process at one time to gain access to the new digital banking experience. If you do not complete the process, your account will be locked and you will need to contact MVB to unlock your account.
Do I have to enroll on my mobile app and the website?
If you already have online banking or the mobile app, you will just need to log in following the instructions above. If you are enrolling for the first time, you will only have to complete enrollment on one device, either the mobile app or the web.
Do I need to do anything the first time I log in?
Yes, the first time you log in, please be sure to do the following:
- Verify your contact information is up-to-date.
- Visit the Alert Center and ensure your alerts are set to your preference. While some alerts will transfer, not all were compatible with the new system.
- Reestablish future dated transfers to internal or external accounts. While we were able to migrate your external accounts, future dated transactions were not migrated.
Which browsers are supported?
The current and last two versions of Microsoft Edge, Google Chrome, Safari and Firefox are supported.
Alerts & Notifications
Will my transaction and balance alerts carry over to the new platform?
We have made every effort to bring over transaction and balance alerts; however, it is possible that not all were migrated, due to compatibility. We encourage you to check out our new alert center, validate your existing alerts and choose from the new enhanced options.
How do I access notifications and settings?
You can manage your alerts in the digital experience under Settings & Security. Please check back for further instructions as we get closer to the conversion.
Internal and External Transfers
Will my external transfer accounts still be available?
Yes, your external transfer accounts will be available in the new experience; however, future dated transfers will need to be reestablished.
Will my scheduled transfers convert to the new experience?
No, your scheduled internal and external transfers will not be converted. Please make sure you log into the new digital banking experience and set up your recurring transfers when possible.
Bill Pay
Will anything change with my bill pay?
No, your bill pay should not be impacted. If you notice any issues, please contact us and we will be glad to assist you!
Mobile Check Deposits
Will the new mobile app allow for mobile check deposits?
Yes, the new mobile app will allow you to deposit checks. Business clients will continue to use the MVB Biz Capture app to conduct mobile deposits.
Online Statements
Will my online statements still be available after conversion?
Yes, if you have previously enrolled in online statements, your history will be available in the new platform.
Money Manager / Personal Finance Manager
Will anything change with my Personal Finance Manager (Money Manager)?
Yes, as part of the conversion, we have changed providers for the Personal Finance Manager and we think you will love it! You will need to reestablish your external accounts to continue the holistic view.
