FAQs

Native American Bank

FAQs

Native American Bank
Native American Bank

FAQs

Native American Bank

Our Routing number is : 092901625


What can I do to keep my financial information secure?


  1. Do not give or disclose any part of your user ID and Password to anyone. Bank employees will request your user ID when accessing your account profile, but should never ask for your password.

  2. Do not have your account information, including your computer screen, out in an open area accessible by others.

  3. Do not send your user ID and Password or account information over any public or general email system.

  4. Do not release any personal information on the phone, in the mail, or over the internet unless you initiate the contact or are certain you know whom you’re dealing with.

  5. Contact us immediately if there are charges on your account you don’t recognize.

  6. Make sure to completely log out on Online eBanking or the Mobile App when you are finished.

Debit and ATM Card

How can I get a Visa debit card and/or an ATM card for my account?

Contact your NAB representative or visit a bank location. Visa debit cards are only issued if requested and are available on Checking accounts only and can be used at any merchant that accepts Visa transactions or at any ATM. Your Visa debit card will have an EMV chip and your name printed on the card.

ATM cards are available upon request for Checking and Savings accounts and can be used at any ATM. ATM cards cannot be used to make purchases with merchants. ATM cards do not expire and will not have your name printed on them.

Customers can have one (1) Visa debit card and one (1) ATM card issued per account.

When should I expect to receive my new VISA Debit Card and PIN?

Cards are mailed USPS bulk mail and should arrive 7-10 business days after ordered. They come in a plain envelope, so check your mail carefully. PINs are mailed separately in perforated mailers and may or may not arrive on the same day as your card.

How do I activate my new Visa debit card or my new ATM card?

To activate your Visa debit card, follow the instructions listed on the sticker that is attached to the Visa debit card. You can also go to a merchant or ATM and make a transaction, such as a purchase or balance inquiry, with your card and your provided PIN number. Your Visa debit card can also be activated by calling your local branch for assistance or by calling our Telebanking line at 1.866.770.0507 and selecting option 4 for Card Services and option 1 to Activate a Card. Activation cannot be done via internet purchases or through Online eBanking.

ATM cards are issued instantly by the branches. If you receive your ATM card in person, the branch will activate your card. If you receive your ATM card via mail, you can contact your local branch or follow the Telebanking instructions above.

What do I do if I do not receive my PIN in the mail, can’t remember my PIN or want to change my PIN?

You can change your PIN on your Visa debit card and ATM card at any time by calling Telebanking at 1.866.770.0507 and selecting option 4 for Card Services and then option 3 to Change a debit card PIN. Follow the prompts on the phone system. Your new PIN will go into effect immediately.

What should I do if I do not receive my card after I have requested one?

If you have not received your new Visa debit card and PIN or your NAB ATM card within two weeks after you ordered it, contact your local NAB branch to verify that the card was mailed to the correct address. If the address in our system is not correct, you will first need to send in a Change of Address Request before a new card is ordered. The bank will research other reasons why the card may not have been delivered. A new card will be ordered for you at no charge.

What are the spending limits for my card and how can I increase them if needed?

Your Visa debit card has a POS purchase limit of $1,500.00 and a $500.00 ATM withdrawal limit per day. Your NAB ATM card has a $500.00 ATM withdrawal limit per day. Weekends (Friday, Saturday, and Sunday) constitutes one day, and the daily limits cover the whole weekend.

To request a temporary increase of your purchase and/or ATM withdrawal limit, contact your NAB representative. The increase is valid for one day and your card limits will be reset to the default limits the next business day. The temporary limit increases are dependent on the available balance on your account and cannot exceed this amount. Maximum temporary limit for POS purchases is $5,000.00 and $1,000.00 for ATM withdrawals.

My card has been restricted. What do I do now?

Visa debit cards are monitored by our Fraud Center. If a transaction shows on your card that is outside of the pattern of your previous purchases or matches patterns of fraudulent activity seen in general, the Fraud Center will restrict your card for your protection until they can reach you to confirm that the recent activity is initiated by you.

The Fraud Center will contact you by calling, texting, and/or emailing you. It is important that your contact information is up to date with the bank for this reason. Text messages from the Fraud Center will come from the phone number 96923. You can reply to the Fraud Center via the text messages you receive or through the email they sent. You can call 1.800.237.8990 to reach the Fraud Center if you miss their call. If you call the Fraud Center back, they will confirm your identity and ask some questions regarding the recent activity that was out of pattern for you.

If no fraud is detected, your card will be reactivated and available for use immediately. If fraud is detected, the Fraud Center will close your card so that it cannot be used again. You will need to contact your NAB representative as soon as possible to get a new debit card ordered and provide you with the necessary transaction dispute paperwork.

How do I use my card while traveling?

Contact the bank before you travel and provide information on when and where you will be traveling. NAB Visa debit cards are restricted to usage only in the United States and Canada and transactions made outside the United States or Canada, including purchases made online, must be unblocked before the transaction is performed. The bank will input travel notes on your card to alert the Fraud Center about the transactions outside your standard pattern. This does not guarantee your card will not be restricted, but it does reduce the chances. When traveling, it is a best practice to always have another way to access funds just in case your card is restricted, lost or stolen.

Do card charges come out of my account the same day the charge was made?

Generally, card charges at POS terminals will debit your account on the same the transaction was made or the next business day. Merchants where you have given written authorization to debit your Visa debit card have up to thirty (30) days to submit card transactions. It is important to keep a register with a running balance of your charges in case some transactions post to your account later than you expect. If the charge is not submitted immediately, the merchant may place a three (3) day memo post on your account to hold the funds to cover the charge. After three (3) days, the memo-post will fall off your account, but the charge could still come through up to thirty (30) days later.

Can I stop a purchase made with my Visa debit card or can the bank remove a card transaction memo-post from my account?

Visa debit card transactions cannot be reversed or stopped by the bank. You will need to work with the merchant who initiated the transaction to have a charge reversed. Visa debit card transactions will be paid no matter what the available balance is on your account. If the transaction posts and funds are removed from your account, you can file dispute paperwork if needed.

What do I do if I find fraudulent Visa debit card charges on my account or need to dispute a card transaction?

You should immediately contact your NAB representative during business hours. If this activity is noticed over the weekend, you can restrict your card through the Mobile App or you can close your card through Online eBanking, if you so choose. The Electronic Fund Transfer Disclosure and Agreement provided to you when you opened your account will have details regarding time frames of when fraudulent transactions should be reported and liability limitations for the bank and yourself. This document can be provided to you again upon request.

After you contact NAB, a new Visa debit card will be ordered, if necessary, at no charge and you will be provided with the necessary transaction dispute paperwork. This paperwork will need to be completed and returned as soon as possible. NAB immediately starts an investigation on the reported fraudulent transactions as soon as we are notified but are unable to complete the process without receiving signed documentation from you. Continuing communication will happen until the bank completes the dispute process.

What do I do if my card is lost or stolen?

You should immediately contact your NAB representative during business hours, either by phone, email or by visiting a branch location. Your recent transactions will be reviewed and, if necessary, dispute paperwork will be sent to you. A new card will be ordered, and your account will be charged a $10.00 Replacement Card Fee.

If this activity is noticed over the weekend, you can restrict your card through the Mobile App or you can close your card through Online eBanking, if you so choose. You can also report your card as lost/stolen by calling 1.888.297.3416 at any time day or night. If you restrict your card, you will need to contact the bank during business hours to complete the process of getting a new card ordered.

What happens when my card expires?

A new Visa debit card is automatically ordered for you, at no charge, the first Tuesday of the month that your card expires in and will arrive during the month of expiration. Your existing card will work until the last day of the month of expiration. Make sure your address is current with the bank before your card expires so that your card is delivered to you without delay. If you do not receive your new debit card by the 20th of the month, please reach out to your NAB representative to request a new card be delivered.

ATM cards do not expire.

How can I avoid ATM fees?

NAB belongs to the MoneyPass network. Any ATM on this network will allow you to withdrawal funds with no fees. Visit MoneyPass.com to find an ATM near you.

Online eBanking – User Guide

What do I need to enroll in the free version of Online eBanking?

The Online eBanking User Guide that is provided in the hyperlink next to the Online eBanking header provides step-by-step instructions for enrolling in Online eBanking. The personal information you enter needs to match the information you provided when your account was being opened. You can enroll for Online eBanking as soon as your new account with NAB has been funded.

The free version of Online eBanking provides eStatements and Bill Pay services to personal and business accounts. For businesses who require ACH and/or Wire Transfer services, NAB offers Cash Manager services. Online eBanking can be accessed from any computer or mobile device that can connect to the internet.

I have a business account with Native American Bank. How can I set up Online eBanking access?

Individuals who are authorized signers on the account or have been granted Inquiry Access to the account are able to enroll in Online eBanking. The business information that is entered during enrollment needs to match the information provided when the account was opened. If the company wants to control online access to the business accounts, we suggest that the company set up Cash Manager services.

All accounts tied to the business will be available online. If an account is not visible, contact your NAB representative for assistance.

How do I sign up for Cash Manager services?

Cash Manager provides our business clients with online ability to make internal transfers, wire transfers and ACH origination processing services, in addition to basic inquiry and account maintenance services. Cash Manager does require service agreements to be signed before access can be provided. The initial setup of services is provided by NAB. Any further access changes or new user setups is performed by the administrator designated by your company.

A fee of $35.00 per month is charged to your business account for Cash Manager. Wire transfer services offer a discount per wire transfer initiated.

I do not remember my credentials. What do I do?

Online eBanking ID: It is a security policy of NAB to not provide Online eBanking IDs over the phone or via email. Branch staff can confirm an Online eBanking ID if a customer provides it. You can visit your local branch, provide identification to a member of staff, and receive your Online eBanking ID.

If you have forgotten your Online eBanking ID and are unable to visit a branch, your Online eBanking profile can be deleted. Once the old profile is deleted from the system, Bill Pay and eStatement services are stopped. 24 hours after a new Online eBanking profile is created, you can enroll in Bill Pay and eStatement services again.

Password: You can reset your password by selecting the ‘Forgot Password’ link that is on the page after you have entered your username. You will be prompted to enter your username, the email address that is on file with the bank and an email subject line of your choice. You will then receive an email from info@nabna.com, showing the subject line you chose, with a hyperlink. This link will expire in 2 hours from the time it was sent. After you click the link, you will be prompted to create a new password. After you confirm your new password, select the Continue button to complete the process.

Why am I having issues logging into Online eBanking?

If you are sure that you have not mistyped your Online eBanking ID or password, make sure that your CAPS Lock button is not selected. Also, review your computer’s saved password settings. A strong internet or Wi-Fi connection is also needed to access Online eBanking. You have three (3) attempts at logging in before the system will lock you out.

If you get locked out, contact Native American Bank during office hours to request your Online eBanking ID get unlocked. You can also request your password be reset as well.

How do I enroll in eStatements?

After you have completed your Online eBanking enrollment, you are able to enroll in eStatements. The Online eBanking User Guide that is provided in the hyperlink next to the Online eBanking header provides step-by-step instructions for setting up eStatements. You will know your eStatement enrollment is complete when you receive a verification email. Contact NAB if errors occur, or the confirmation email does not arrive.

You can set up and stop delivery of eStatements at any time. After enrolling in eStatements, previously mailed statements will not be available online. You will receive an email notification when a new eStatement is ready to be viewed in Online eBanking. Online eBanking will hold a rolling 24 months of eStatements. You can view them in Online eBanking or download the statement to your computer as a PDF. Requesting electronic copies of statements that have previously been mailed to you will result in a fee being charged per statement. Review the Fee Schedule provided to you at account opening or request a copy of the Fee Schedule at any time.

How much transaction history can I see on my accounts?

The last ninety (90) days of transaction history is available in Online eBanking. This information can be downloaded and saved to your computer or accounting software. The available download formats for your transaction history are Open Financial Exchange (OFX), Intuit QuickBooks (IIF), Personal Finance (QIF), Spreadsheet (CSV) and Word Processing (TXT).

What is Bill Pay and how can I use this service?

The free version of Online eBanking comes with the option to enroll in Bill Pay. Bill Pay is a third-party vendor that can be used to send funds from Native American Bank to other financial institutions. To pay a person, you can choose to pay via check, email or text message or direct deposit. Each option has different requirements. When paying a company, the system will automatically default to electronic payments if the company is open to accepting electronic payments.

Bill Pay has a dedicated customer service team that can be reached by sending a message or instant chat after you have enrolled, or by calling 1.866.834.4355. Bill Pay customer service can help with enrollment issues, questions about how to set up a payee, or to request information on a payment that has been issued.

What is Bill Pay and how can I use this service?

The free version of Online eBanking comes with the option to enroll in Bill Pay. Bill Pay is a third-party vendor that can be used to send funds from Native American Bank to other financial institutions. To pay a person, you can choose to pay via check, email or text message or direct deposit. Each option has different requirements. When paying a company, the system will automatically default to electronic payments if the company is open to accepting electronic payments.

Bill Pay has a dedicated customer service team that can be reached by sending a message or instant chat after you have enrolled, or by calling 1.866.834.4355. Bill Pay customer service can help with enrollment issues, questions about how to set up a payee, or to request information on a payment that has been issued.

Mobile Banking

How can I access Native American Bank’s mobile app?

NAB’s free mobile app is available for download through the Apple Store or Google Play. The mobile app is a secure way to sign in to see your account information, transfer funds and make payments from the convenience of your mobile device.

You will be able to sign into the NAB mobile app after you have completed enrollment to Online eBanking. You will sign in using the same Online eBanking ID and password.

Why can’t I log into the mobile app?

As a security measure, the app will automatically log you out after a set time of inactivity. This helps prevent any theft of your banking information from your phone. Your account will be locked after five (5) unsuccessful login attempts.

Am I able to deposit a check through the mobile app and are there any restrictions?

After your checking or savings account has been opened for thirty (30) days, you are able to enroll for mobile deposit (Remote Deposit Services) through the mobile app. Your account must also have a positive balance, and your email and mailing addresses must be kept up to date with the bank.

Currently, NAB does not have deposit limitations. NAB will review any deposited check that is over $2,500.00 and any checks over the first five (5) deposited in a single day. Deposits made before 4pm Mountain Standard Time will be processed the same day and the funds available the following day. Any deposit made after 4pm MST will be processed the following business day and the funds available the day after that.

US Treasury checks are not allowed to be deposited to your account using the mobile app due to high cases of fraud regarding these checks. US Treasury checks can be deposited at a NAB ATM or at your local branch if brought in or mailed to the branch. To set up direct deposit for US Treasury checks and payments, you can find instructions at irs.gov.

Why did my mobile deposit get suspended?

A check deposit made through the mobile app may get suspended for review for the following reasons:

  • The amount entered and the amount on the check do not match
  • The check is not made payable to an owner of the deposit account
  • The check was not endorsed as instructed by the mobile app
  • The check is drawn from an international bank or is in non-US currency
  • The check is drawn or issued by the US Treasury Department
  • The item appears to have been altered from the original
How long should I keep the check after I make the deposit through the mobile app?

It is a best practice to keep the check for at least seven (7) days to ensure that the check doe not get returned for any reason. After that time, you should maker the item as ‘Void’ and properly dispose of the check to ensure it is not presented for deposit again.

What happens if a deposit made through the mobile app gets returned?

If a check deposited through the mobile app is returned, the account the check was deposited to will be debited the amount of the check. Your agreement to the Remote Deposit Services Addendum indemnifies NAB for any loss we may incur as a result of any remote deposit you initiate.

What happens if a deposit made through the mobile app gets returned?

If a check deposited through the mobile app is returned, the account the check was deposited to will be debited the amount of the check. Your agreement to the Remote Deposit Services Addendum indemnifies NAB for any loss we may incur as a result of any remote deposit you initiate.

What if there is an error in a mobile deposit that has been completed?

You must notify us as soon as possible and no later than 60 days after you receive the first statement on which the issue or error appeared. All deposits made through the mobile app will be deemed correct unless you notify us of any errors to your deposits.

Why would NAB shut off the access to my mobile app and/or my mobile deposit abilities?

NAB has the right to suspend or terminate your mobile deposit access at any time if you or your account(s) do not meet our eligibility requirements or if you violate the terms and conditions of the Remote Deposit Services Addendum, Online eBanking Agreement or Account Agreement.

What should I do if I believe my mobile device is lost, stolen, or compromised?

You need to contact NAB immediately! We can take steps to ensure that no unauthorized activity takes place on your account.