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Common Questions

  1. A joint account owner can call and discuss the account but any maintenance for Online Banking cannot be done by someone other than the online banking owner.  If you would like your spouse to have access to online banking for a Joint Account, you will need to register separately for online banking accounts. We can assist you at 800-423-3344 if you have online banking established or need further assistance.

    Gate City Bank takes the protection of your personal information very seriously. To protect your online security, we strongly encourage users NOT to share online banking profiles or login credentials. 

  2. The reason for your mobile deposit being declined can range from a bad check image to a missing signer. These responses are provided inside Mobile Deposit History by clicking on the check image. For help completing your mobile deposit, please call 800-423-3344.

  3. Gate City Bank takes the protection of your personal information very seriously. As a safety measure, we may ask you a challenge question to access your online banking account.

    These challenge questions are generated from public records and may include information from several years ago, such as past vehicle registrations.

    If you are having trouble recalling the answer to the questions, please contact us. We may ask you to verify your phone number in the event we need to send you a secure verification code to access your online banking account.

  4. To follow online security protection best practices, you should avoid User IDs and Passwords that are simple and, instead, establish a more complex User ID and Password to safeguard your account and information.

    To create a more complex User ID and Password, try using combinations of letters, numbers, and characters, such as:

    • Passwords are case-sensitive and must be between 8 and 32 characters. They must contain at least three of the following items:
    • Lowercase letters (a-z)
    • Uppercase letters (A-Z)
    • Numbers (0-9)
    • Symbols `[email protected]#$%^&*()_+-={}|:;'?,./

    Learn more about best practices in protecting your identity online and offline.

  5. You will receive this standard response when:

    • Incorrect User ID is entered OR
    • Incorrect Password is entered Or
    • Account access is restricted

    Note: Receiving this message does not necessarily indicate that all items listed above are occurring.

    If you receive this message and need assistance logging into your account, click on the Forgot User ID or Forgot Password links and then follow the prompts. If you have any questions about this process, please call us at 800-423-3344 for further assistance.

  6. Gate City Bank takes the protection of your personal information very seriously. As a safety measure, we may ask you to provide a one-time passcode or ask you a challenge question.

    A one-time passcode is a code that is valid for only one login session. While logging into your online banking account, you may be prompted to enter a passcode to proceed to your account. You will be asked if you would like this passcode via text or phone call.

    Additionally, you may be asked to complete login challenge questions; these are an extra level of security that helps to prevent unwanted access to an account.

    Events that trigger a passcode or challenge question request:

    • Recently failed log in
    • Logging in from an unknown device (new phone, work computer)
    • Logging in from a network that has not previously been associated with your device (login attempts from a personal phone but your physical location is different)

    As an additional security measure, if requested, your account settings can be adjusted to ask challenge questions each time a login is attempted.

  7. After logging in click on the account you are needing information for, then select ‘Get More Details’.

    From here, you will find the following information:

    • Account Name
    • Account Nickname
    • Current Balance
    • Routing Number
    • Date Opened
    • Interest Rate
    • Year to Date Interest
  8. Sending money using your online bank account is easy and secure! You have the following options available with your online bank account:

    • Add Transfer Account --- Transfer money to another Gate City Bank member INSTANTLY with this feature. REQUIRES the recipient’s account number.
    • Zelle® --- A convenient way to send money using your mobile banking app or online banking account.
  9. By default, non-US phones do not work but can be added to personal accounts. Please call 800-423-3344 for assistance and we will add that phone number to the account.

    Unfortunately, Business accounts cannot use an international phone, so in order to access your account please answer the challenge questions by clicking “I cannot be reached at any of these numbers” or call us directly to answer the challenge questions.