First check within Online Banking or the App to make sure the account isn't hidden.
- Login
- From the left-hand menu, select "Settings"
- Under "Preference", choose "Manage Accounts"
- Scroll down. If you see a section labeled "Hidden Accounts", see if the missing account is in that area.
- If it is, then click on the account, then click the gray X next to "Home"
- The account will now appear
Other questions to consider:
- Q: Are you an owner on the account?
- A: If not, then you will not be able to view the account online.
- Q: Was the account opened today?
- A: If the account was opened today, please check in Digital Banking tomorrow.
- Q: Has it been several months since you had a transaction in the missing account?
- A: If the account has not been used based on the timeframes below, the account might be in a dormant status. Please contact the bank if you think this may be the case.
- Checking accounts - no activity for 300 days
- Savings accounts - no activity for 270 days
- Certificate of Deposit - no activity for 1095 days
- A: If the account has not been used based on the timeframes below, the account might be in a dormant status. Please contact the bank if you think this may be the case.
- Q: If the missing account is a loan, has it been paid off?
- A: Once a loan is paid off, it will no longer be shown within Digital Banking.
If this doesn't resolve the issue, please contact Customer Service by email at contactus@verabank.com, by live chat, or by calling 1-877-566-2621.