System Upgrade - FAQ's

Frequently Asked Questions

General

Online & Mobile Banking - First Time Login

Online & Mobile Banking - General and How to's

Telephone Banking

Bill Payment

Intuit (Quicken, QuickBooks, & Mint) and Other Third-Party Apps

Transfers & Transactions

Statements, Documents & Images

Debit Cards & Fraud Center

Remote Deposit

New/Self Enrollment

 

FAQ's Answers

General

Will this upgrade affect my direct deposit?
No.  Any direct deposits you’re scheduled to receive before, during and after the upgrade will be deposited as usual, because your account number(s) will not change.   

My car loan and other payments get taken out of my WGSB account automatically each month by the companies I owe. Will these payments still go through?
Yes. Account numbers and debit card numbers will not change with the new system, so any payments you’ve authorized companies to take from your accounts with us will be paid as usual.

Online & Mobile Banking - First Time Login

How do I log in to the new system?

Online Banking

  • Go to the bank’s website and choose “log in”. The first time you log in to either online or mobile banking, you will use your current username and a temporary password using the last 4 digits of your Social Security number (or TIN).  You will be prompted to set up a new password and two-factor authentication, which will require a verification code for all future logins.

Mobile Banking

  • Uninstall the old WGSB mobile app from your mobile device, then visit your app store and download the new app. Search for “WGSB Mobile”. Consumer and business (formerly eCorp) customers will use the same app.
  • The first time you log in to either mobile or online banking, you will use your current username and a temporary password using the last 4 digits of your Social Security number (or TIN). You will be prompted to choose a new password and set up two-factor authentication, which will require a verification code for all future logins.

I entered my username and temporary password correctly for the first login, but I keep getting an error message. Why?
Does your username include special characters? Some special characters are not allowed on our new system (we tried to contact all users impacted by this, but weren’t able to reach everyone).  Following are the special characters that are allowed: ! $ % & * + @ _ ~ # . - ? = Space ( ) { } [ ] : ; < >. If you have a character that’s not allowed, try again by entering your username without that character.  If you continue to get an error, a member of WGSB’s Electronic Banking Department can help you personally.

Online & Mobile Banking – General & How To's

I tried to log in to your mobile app and got an “app is no longer supported” message.
As of Monday, 10/23, we have a new mobile app and our old one has been deactivated.  We recommend you first uninstall your “old” app, then visit the store for your device and download the new app. Search for “WGSB Mobile”. (see links below)

The first time you log in, you will use your current username and a temporary password using the last 4 digits of your Social Security number (or TIN). You will be prompted to choose a new password and set up two-factor authentication, which will require a verification code for all future logins.

When/how can I download the new mobile app?
Our new app is published in the app stores.  We recommend you uninstall the “old” app, then visit the app store for your device and search “WGSB Mobile”.  Here are the links:

Accounts are showing up in my dashboard that I am an owner of but would prefer not to see or have access to online.  How do I remove them?
All accounts on which you are a primary owner, including any sole proprietorship business accounts, will appear in online and mobile banking.  To remove these, choose the account, go to “Settings”, and toggle off “Display in online and mobile banking”.  This will remove the account from view in both online and mobile banking. If you change your mind, you can also turn them back on.

My accounts have strange names. How do I rename them?
To rename the accounts that appear within the online and mobile services, choose an account, select the “Settings” icon, then click on “Rename” in the upper right-hand corner. When you’re done, click “Save”. Your account will be renamed within both online and mobile banking.

How do I rearrange my accounts?
From your dashboard, you’ll see 3 dots in the right-top corner of your accounts.  Click on the dots, then choose “Organize accounts”.  A list of all your accounts will appear with 6 dots next to each.  Click and hold on the dots next any account(s) you wish to reorder and drop it into a new position.  When done, click “Save”.  Your accounts will appear in this new order within both online and mobile banking.

Can I set up alerts for my accounts?
Yes!  Once logged into online or mobile banking, choose an account, then click on “Alert preferences”.  From there, you can add alerts based on your account balance or transactions, and can choose to receive alerts via text, email, or in app in the “Messages” window.

You can also request alerts within “Card management” for your debit cards. In addition, you will automatically receive alerts when high risk activities are detected, like password and address changes, logins from a new device, and some transactions.

What are “conversations”?
Conversations are messages you can send from within online or mobile banking directly to the WGSB team. You can start a conversation from the “Support” tab, from within an account, or from a specific transaction you may have a question about.  Conversations are not “live chat”, but will get handled as quickly as possible during regular business hours.

Telephone Banking

How do I access the new telephone banking system?
To use the new telephone banking system, call the same number as our “old” service (888-827-3725).  The first time you call the new system, you will need to enter your account number, full Social Security number, and ZIP code, and will then be walked through setting a PIN/access code. Your new PIN will need to be 4-8 numbers. 

Bill Payment

My eBillers are not in the new system. How do I get them back? Will the payment I scheduled for {FUTURE DATE} be made?
eBillers, companies you set up to deliver monthly bills and payment information directly to your Payment Center, could not be transferred to the new system.  All eBillers will need to be reset by you within the new online banking service.

Not all of my billers appear in the new system. How do I get them back?
All regular billers that you’ve paid within the last 6 months were transferred to the new system.  Billers you haven’t paid within that time were not transferred and will need to be manually reset by you.  eBillers, companies you set up to deliver monthly bills and payment information directly to your Payment Center could not be transferred and will need to be reconnected by you. To do this, log in to online banking and go to “Bill pay”.

A bill I paid using the new system took the money from the wrong account. How do I fix this?
When billers were moved from the old system to the new, the “pay from” account for all payees defaulted to your most active “pay from” account.  If you pay bills from multiple accounts, you will need to check the “pay from” account carefully before submitting a payment and change it as needed. Once you reset the “pay from” account for a payee, it will continue to use that account until changed by you.  That said, it’s always a good idea to check the “pay from” account before submitting new payments.

Intuit (Quicken, QuickBooks, & Mint) and Other Third-Party Apps

I’m unable to download account transactions using Quicken/QuickBooks. How do I fix this?
If you have linked your WGSB accounts to Quicken and QuickBooks (Intuit), these links will need to be re-established within the new online banking platform.  To do this, you may need to deactivate your prior connection before reactivating the new connection between your software and the bank’s new online banking system.  For help doing this, here are the printable instructions.

Printable Intuit Conversion Instructions

Please carefully review your downloaded transactions after completing the migration instructions to ensure no transactions were duplicated or missed on the register.

Information about my WGSB accounts is no longer visible in my third party app. How do I restore this?
If you linked your WGSB accounts to a third party, like Intuit (Quicken, QuickBooks, and Mint), before October 23, 2023, you will need to re-establish these links to the new online banking platform following the steps provided on the third-party site. For help doing this, see the above, "Printable Intuit Conversion Instructions". For other third parties, like Nerd Wallet, visit that app for help resetting your connection.

Transfers & Transactions

What is the cutoff time for internal transfers made in the new online or mobile banking platforms?
Transfers made before 7:00 PM may be processed on the current business day. Transfers made after 7:00 PM may be processed on the next business day.

The scheduled transfer from my home equity loan to my checking account did not happen.  How do I fix this?
Recurring transfers from loan accounts are not supported in the new system and did not convert to our new system.  To transfer funds from a loan to another account, use the “Transfer” option within online banking to make a one-time transfer. 

There are transactions on my account that read “online banking transfer”. What are these? 
Recurring ACH transactions established before October 23, 2023 will appear on the new system as an “online banking transfer”. 

Statements, Documents & Images

I just logged in for the first time and noticed that my eStatements/check images are not showing. Where can I find them?
On first sign-in, 120 days' worth of transaction history will be available. Up to eighteen months of eStatements, check images, and other documents from October 19 and earlier will be available in the new platform, but may take up to one month to appear.  Once available, check images and documents will continue to save up to 24 months going forward.

Why did I receive an extra/partial statement in October?
To accommodate the move from our old system to our new system, statements were cut for all accounts at close of business on Thursday, October 19.  Future statements will be cut on the regular account statement date, so you may get another statement soon. Note that statement cycles have changed. (see below, what are the statement dates in the new system)

To GO Checking and GO Cash Back customers, your statements cut on the 3rd Wednesday of the month, so you would have received your regular statement for October 18, and an extra statement for October 19.  Your next regular statement will be cut on November 21.  

What are the statement dates in the new system?
Effective 10/23/23, statement “end” dates have changed. Statement "end" dates for all accounts are as follows:

  • 3rd Wednesday of the month: GO Checking and GO Cash Back Checking
  • 10th of each month: Classic Guaranty Checking
  • 25th of each month: Golden Guaranty Checking
  • 30th of each month: all business accounts, all money market accounts, NINOW Checking, NOW Checking, HSA Checking, and IOLTA

Why doesn’t my account number show on my new statement? 
For your security, account numbers will be partially masked on all statements and other documents going forward. Account numbers are still visible within online and mobile banking within the “Detail” window.

Debit Cards & Fraud Center

Will my debit card continue to work after the system upgrade?
Yes. Existing debit cards will continue to work as usual with the new system and card numbers and PIN numbers will stay the same. Going forward, when you get a new debit card due to regular expiration or due to loss, your new card will have a fresh, new look. 

How do I activate my new debit card?
New debit cards may be activated in three easy ways - by calling the number provided on the activation sticker on your card, by using it to make a purchase, or by using it to withdraw cash or get a balance at an ATM. 

Will I still receive alerts about suspicious activity on my debit card?
Yes. When suspicious activity is detected, our Fraud Center will attempt to send you a text message first. If a reply is not received within 5 minutes, an email will be sent.  If there is no reply to the email within 5 minutes, a call will be placed to the home phone number on record. Calls are only placed between 8AM and 9PM. Calls from overnight transactions are made after 8AM.

What information will WGSB’s new Fraud Center ask me when it contacts me about suspicious activity on my card?
For verification, you may be asked for the last 4 digits of your card number, your billing zip code, and up to 3 last transactions made. The Fraud Center will not ask for your entire card number, account numbers, Social Security number, or other personal information.  When in doubt, contact the bank at 800-564-2735 and ask for WGSB’s ATM Department.  

Remote Deposit

Do I need to re-enroll in mobile deposit?
Yes, but it’s quick and easy.  After you’ve logged into our new online or mobile banking service for the first time, go to “Remote deposits”. Once there, a list of all your accounts eligible for mobile deposit will appear. Select the checkbox next to each account you want available for mobile deposit.  When you’re done, you’ll see your mobile deposit service “pending” in the message center. As soon as a member of our team approves your request, your request will turn to “approved”. Note that you may enroll in mobile deposit from either online or mobile banking, but will only be able to make deposits from the mobile banking app.

  • Business (former eCorp) customers will need to download a separate app for mobile deposits (search for “WGSB Business Mobile Deposit” within the app store for your device).

New/Self Enrollment

I am a new customer trying to enroll in online/mobile banking.  How do I do that?
To avoid confusion for customers trying to access our new system for the first time, we have temporarily removed the “First time user” enrollment option from our website.  We can, however, help you personally.  Please contact WGSB’s Electronic Banking Department at 800-564-2735 for personal assistance.

I am a new customer trying to enroll in online/mobile banking but keep getting an error message. What am I doing wrong?
To self-enroll, the Social Security number, account number, email address, and phone number you enter during enrollment must match the information you provided at account opening exactly.  If the information you entered does not match what we have on record, you will not be able to self-enroll.  Self-enrollment is only available for individuals and sole proprietors who can enroll using a personal Social Security number.  Commercial customers, please contact WGSB’s Electronic Banking Department at 800-564-2735 for assistance.