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Frequently Asked Questions

General Information Questions

> How do I open an account?
> How do I order checks?
> Where can I find an Instant Cash® ATM near me?
> How do I report a lost or stolen Instant Cash and Check Card®?
> What if I forgot my Instant Cash® or Instant Cash and Check Card® Personal Identification Number
   (PIN)?
> Can I use my Voyager Bank Debit Card or Voyager Bank ATM Card internationally?
> What is the Voyager Bank telebanking phone number?
> What if I forgot my Voyager Bank Telebanking Personal Identification Number
   (PIN)?
> How do I find my bank routing number?
> What do I need to do to receive a wire transfer?
> What is Check 21?
> Why am I receiving an E-Newsletter from Voyager?

Online Banking Questions

> How do I sign up for Online Banking?
> I would like to get set up for Online Bill Pay. What do I need to do?
> How many characters does my password need to be for Online Banking?
> What if I forgot my password?
> What if I forgot my Access ID?
> Why am I denied access to my accounts when using Online Banking?
> Are my Online Banking transactions secure?
> What are the cutoff times for Online Banking transactions?
> What is the difference between an Express Transfer and a Scheduled Transfer?
> Where do I find the export feature for my bank reconciliation program (i.e. QuickBooks and
    Microsoft Money)?
> Is Quicken still supported by Intuit?
> Am I able to view any statements other than for the previous and current month?
> How do I get set up for E-Statements?
> How do I access my personal E-Statements?
> How do I access my business E-Statements?
> Can I access online banking if I have Internet Explorer 9?

Security Questions

> What is an email scam?
> What is a phishing scam?
What are other types of phishing scams?
> What if I am suspicious about a Voyager Bank email?
> How do I verify that a Voyager Bank site is authentic?
> What is multi-factor authentication?
> Should I send personal information by email to Voyager Bank?


 

General Information Questions and Answers

How do I open an account? 
Go to the Voyager Bank Applications CenterYou can apply online for business or personal deposit accounts and related services as well as certain personal loans.  You can also enroll for Business and Personal Online Banking and to receive E-Statements.  You can submit your application online or you can visit one of our branch offices.

 

How do I order checks?
Please call or visit a Banker at one of our offices to assist you with your reorder of checks.

 

Where can I find an Instant Cash® ATM near me?
Locate Nearest ATM    

 

How do I report a lost or stolen Instant Cash® or Instant Cash and Check Card®?
Please call Instant Cash® at 1-800-535-8440.

 

What if I forgot my Instant Cash® or Instant Cash and Check Card® Personal Identification Number (PIN)?
If you have forgotten your Instant Cash® PIN, you will need to email us at Client Support or contact a Banker at one of our offices.  One of our Bank representatives will assist you.

 

What is the Voyager Bank telebanking phone number? 
The telebanking toll-free number is 1-888-999-0265.

 

What if I forgot my Voyager Bank Telebanking Personal Identification Number (PIN)?
Because Voyager Bank is committed to safeguarding your identity and confidential information, if you have forgotten your telebanking PIN, you will need to email us at Client Support or contact a Banker at one of our offices.  One of our Bank representatives will assist you.

 

Can I use my Voyager Bank Debit Card or Voyager Bank ATM Card Internationally?
Yes, but only after you contact Voyager Bank to authorize your debit card for international transactions.

Due to the recent increase in fraudulent Debit Card or ATM Card transactions originating in foreign countries, Voyager Bank will place restrictions on the future use of our Debit Cards outside of the United States.

Effective March 1, 2010, Voyager Bank will block all international Debit Card and ATM Card Transactions. 

 If you plan to travel outside of the United States and wish to use your Debit Card or ATM Card in a foreign country, please contact your local branch to have your card authorized for foreign transactions during your travel dates.  You can also complete a request online.   Authorization for International Debit Card & ATM Card Transactions, complete the Authorization for International Debit Card & ATM Card Transactions Form to request your Debit Card or ATM Card be authorized for foreign transactions during your travel dates.

If you have questions regarding this notification please contact your Voyager Bank branch office.

 

How do I find my bank routing number?
The bank routing number or routing transit number is found as a nine digit numeric code printed on the bottom of checks.

 

Example of bank routing transit number at bottom of check:

 

What do I need to do to receive a wire transfer?
You will need to provide the following information to the sender of the wire transfer:

Routing Transit Number:
Bank Name:
Your Account Number:
Your Account Name:
291971469
Voyager Bank
The number of the account that you want credited
The exact name of the account you want credited


 

As a participant in Fedwire Services®, Voyager Bank receives all incoming wire transfers through the Federal Reserve System. If you are receiving a wire transfer from outside the USA, you may need to provide the sender with additional information. If this is the case, please call or visit a Banker at one of our offices.

 

What is Check 21?
In October 2003, the Check Clearing for the 21st Century Act became law. Now known simply as Check 21, the legislation's goals include "to improve the overall efficiency of the nation's payments system."Check 21 allows checks to be scanned or otherwise converted to a digital form and transmitted instantly to their destination. They can then be reprinted from the digital form back to a printed form. This reproduced check is known as a substitute check. With Check 21, you may receive substitute checks with your monthly account statements that provide legal proof that you made a payment.

Why am I receiving an E-Newsletter from Voyager Bank?
Voyager customers and consumers may receive the Voyager Bank E-Newsletter communication containing product specials, upcoming events and news updates.  If you do not want to receive the Voyager Bank E-Newsletter you can unsubscribe by clicking on the link contained in the E-Newsletter.

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Online Banking  Questions and Answers

How do I sign up for Online Banking? 
Go to the Voyager Bank Applications Center.  You can enroll for Business or Personal Online Banking and to receive E-Statements.  You can submit your request online or you can visit one of our branch offices.

 

I would like to get set up for Online Bill Pay. What do I need to do? 
Online Bill Pay is a free benefit of Personal Online Banking.  Once you have signed up for Personal Online Banking, you can begin using Online Bill Pay at any time by logging in to your accounts, clicking "Pay Bills" and scheduling the payments that you want to make online.

 

How many characters does my password need to be for online banking?
Your password must be at least 8 and no more than 17 characters and contain at least 2 numbers and 2 letters.  Passwords are case sensitive.

 

What if I forgot my password?
The quickest way to recall a forgotten password is to click the forgotten password link located on the password input page of Online Banking.  Your password will be emailed to you almost immediately.  If you prefer, you can also email us at Online Banking Support or contact a banker at one of our offices.

 

What if I forgot my Access ID?
Because Voyager Bank is committed to safeguarding your identity and confidential information, if you have forgotten your Online Banking Access ID, you will need to email us at Online Banking Support or contact a Banker at one of our offices.  One of our Bank representatives will assist you.

 

Why am I denied access to my accounts when using Online Banking?
If you have not used Personal Online Banking for 180 days, you will be denied access.  In this case, you will need to email us at Online Banking Support or contact a Banker at one of our offices.  One of our Bank representatives will assist you.

 

Are my Online Banking transactions secure?
Yes, all transactions are run over a secure connection and data is monitored 24 hours a day, 7 days a week.

 

What are the cutoff times for Online Banking transactions?
All transactions entered before 6:00 p.m. Central Time on any business day will be processed on the current business day. Any transactions entered after 6:00 p.m. Central Time will be processed the next business day.  Transactions entered on Saturdays and Sundays will be processed on Monday (or the next business day if Monday is a holiday).

 

What is the difference between an Express Transfer and a Scheduled Transfer?
An Express Transfer is an immediate transfer that will take place on the banking day that you submit it for processing and will show up immediately in your transaction activity. The Scheduled Transfer option is for transfers that you want to be processed on a specific future date (i.e., every month the 15th of the month).

 

Where do I find the export feature for my bank reconciliation program (i.e. QuickBooks and Microsoft Money)?
In Business Online Banking, select any account, click on Transactions and then Menu.  Choose the account you want to export transactions from and, in the transactions search box, select or input the desired criteria for your export format for the software program you are using.

In Personal Online Banking, select any account, click Transactions and then Export Transactions.  Then choose the account you want to export transactions from, the time frame for the transactions to be exported and the appropriate export format for the software program you are using.  You can also export transaction activity by clicking on Transactions and Transactions Menu and selecting from the many options in the Transaction Search box.

Is Quicken still supported by Intuit?
Intuit's Quicken Online will no longer be available effective August 29, 2010.  Intuit has combined features from Quicken Online and Mint.com into a single personal finance solution: Mint.com.  To learn more about Intuit's Quicken Online, please visit Intuit's Quicken.

 

Am I able to view any statements other than for the previous and current month?
In Online Banking, you are only able to view your statements for the previous and current month.  If you want online access to older statements, sign up for E-Statements.  With our E-Statement service, you will be able to access and view or save up to eighteen months of statements.

 

How do I get set up for E-Statements? 
Go to E-Statements You can sign up online or you can visit one of our branch offices.

How do I access my personal E-Statements?
After logging into online banking, go to the accounts tab and click on the appropriate account number for which you would like to view the statements or notices.  Go to the Documents tab, click on the statement or notice you would like to view, a list of dates will be displayed for the available documents.  Click on the date you are looking for and your statement or notice will be displayed.

How do I access my business E-Statements?
After you have logged into Business Online Banking, go to the accounts tab and click on the appropriate account number for which you would like to view the statements or documents.  Go to the Documents tab (if the documents tab is not showing please contact Customer Service).  Click on the statement or notice you would like to view, a list of dates will be displayed for the available documents.  Click on the date you are looking for and your statement or notice will be displayed.

Can I access online banking if I have IE9?
IE8 is the recommended Internet Explorer version, however if you have IE9 installed you can often improve how a website will look and function by using a feature called Compatibility View.

When you turn on Compatibility View, the website you're viewing will be displayed as if you were using an earlier version of Internet Explorer.

If Internet Explorer recognizes a webpage that isn't compatible, you'll see the Compatibility View button on the Address bar. To turn Compatibility View on, click the Compatibility View button to make the icon change from an outline to a solid color .

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Security  Questions and Answers

What is an email scam? 
There are many types of email scams. A common type of email fraud involves the use of phony emails called “phishing emails” that ask you to provide sensitive personal, financial or account information. You may be asked to supply the information in a return email, in a separate form attached to the email or by visiting a phony website using a link contained in the email message. The people attempting to get this information may use it to access your accounts directly, including withdrawing money, or to open new accounts in your name using your information.

 

What is a phishing scam?
Phishing is typically an email or instant message that asks you to provide sensitive personal, financial or account information.

 

What are other types of phishing scams?

Vishing
is a phone phishing scam that spoofs caller ID to trick you into revealing personal information.

Smishing is a text phishing scam that uses a mobile device to trick you into revealing personal information.  Some of these scams install viruses and spyware on your mobile device.

 

 

Voyager Bank will never send unsolicited email or email containing attachments requesting passwords or other personal information.


 

 

 

What if I’m suspicious about a Voyager Bank email?
Please email us at Online Banking Support or contact a Banker at one of our offices.  We appreciate your help!

 

How do I verify a Voyager Bank website is authentic?
Do not click on a Voyager Bank web site link delivered to you by unsolicited email.  Open a new window with your browser and type www.voyagerbank.com.  The Online Banking web sites require you to log in using “multi-factor authentication” to ensure the authenticity and security of the web site.

 

What is multi-factor authentication?
Multi-factor authentication is technology that requires you to identify yourself in more than one way.  Usually, it's something you have, along with something you know.  For example, an ATM uses a two-factor authentication.  Your ATM card is something you have and your PIN (personal identification number) is something you know.

If you are using token authentication, when you log in to Business Online Banking, after you enter your Access ID, you are required to enter the number displayed on your token (factor one) plus the PIN you previously selected (factor two). 

When you log in to Personal Online Banking, after you enter your Access ID, you are required to verify an image that you previously selected (factor one) and then enter your password (factor two).

 

Should I send personal information by email to Voyager Bank?  
If you use the email form on the Voyager Bank web site, the personal information you provide is encrypted, fully secured and governed by our Privacy Policy.  Please do not send confidential or private personal information using unsecured email.

 

By clicking the links above, you will leave the Voyager Bank website and will be directed to the third party site.  Voyager Bank does not control, endorse or guarantee any of the information contained therein.  The third party site may have privacy and information security policies that differ from Voyager Bank.

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