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About Online Banking

Frequently Asked Questions

We’ve collected some of our most frequently asked customer service and technical questions to help you resolve potential problems and get your questions answered as quickly as possible.

General Questions

What can I do online?

Currently you can:

  • Add accounts and remove accounts (other than your Primary Account)
    • CDs
    • IRAs
    • Savings Accounts
    • Checking Accounts
    • Money Markets
    • Installment Loans
    • Mortgage Loans
    • Lines of Credit
    • Credit Cards
  • Create Alerts
    • Set up Daily Balance, Insufficient Funds (NSF), Failed Online Transfer, Account Summary, and Account Balance Alerts for your checking, savings, and money market accounts.
    • Identify up to three e-mail addresses where you want your Alerts sent.
  • Check balances
    • Checking, Savings, Money Market Accounts
      • Posted Balance
      • Available Balance
    • Certificates of Deposit and IRAs
      • Current Balance
      • Beginning Balance
    • Credit Card, Overdraft Protection, and Line of Credit Accounts
      • Posted Balance
      • Available Balance
    • Installment Loans
      • Estimated Payoff Balance
    • Mortgage Loans
      • Principal Balance
      • Estimated Payoff Balance
      • Escrow Balance
      • Beginning Principal Balance (current and previous year)
  • Transfer funds
    • Transfer funds between many of your BBVA Compass accounts.
    • Set up future-dated transfers between your BBVA Compass accounts.
    • Set up recurring transfers between your BBVA Compass accounts.
  • View transactions
    • View account details for checking, savings, money market, CD, IRA, installment loan, mortgage loan, line of credit, credit card, and overdraft protection accounts
    • View transactions that have cleared your BBVA Compass checking, savings, money market, credit card, and overdraft protection accounts for up to the last 16 months
    • View transactions for your loan accounts for up to 36 months
    • View transactions for your CD and IRA accounts for up to the life of your account
  • View Online Statements and request that paper statements not be mailed to you.
  • View images of cleared checks.
  • Enroll for Online Bill Pay.
  • Opt-in or opt-out of e-mail marketing communications.

Can I access Online Banking via the Web from more than one location?

Yes. Because Online Banking via the Web lets you access your accounts through our website, you can use it from any PC that has Internet access and a browser with 128-bit encryption.

If you access Online Banking with Quicken only, you must use the computer that has your software loaded.

But remember, you can access Online Banking both ways with the same Username and Password:

  • Via the Web
  • Via Quicken

How long does it take to download my account information?

That depends on the number of transactions you send and/or receive, and the speed of the modem you're using.

What happens if I make a mistake in my instructions?

Online Banking will ask you to verify the instructions that you have given. Before sending your instructions, you should check all the details very carefully. If anything is not correct, simply change or cancel it.

Can I get a permanent record of my online transactions?

You can print all transactions that you have made during your online session with Online Banking via the Web by using the "print" function of your browser. Check the Help section of your browser for instructions on printing.

Just use the "print" button in Quicken.

How do I add more accounts?

When you need to add more BBVA Compass accounts to Online Banking, go to the Service Center tab and select Add Accounts. On the Add Accounts screen, you'll be asked for the account numbers for the accounts you want to add, and you'll need to select the account type from the dropdown menu. Account types you can add to your Online Banking profile:

  • CDs
  • Checking Accounts
  • Credit Cards (including HELOCs)
  • Installment Loans
  • IRAs
  • Lines of Credit
  • Money Markets
  • Mortgage Loans
  • Savings Accounts

Once you've completed the list, your request is sent to us in a secure message so that your privacy is protected.

Check your Messages Received in Online Banking for a message from us to see that those accounts have been added. We should be able to add accounts within 2 business days.

How do I remove accounts?

When you need to remove accounts from your Online Banking service, go to the Service Center section and select Remove Accounts. On the Remove Accounts screen, you'll see all the accounts that are eligible for removal in the dropdown menu:

  • CDs
  • Checking Accounts
  • Credit Cards
  • Installment Loans
  • IRAs
  • Lines of Credit
  • Money Markets
  • Mortgage Loans
  • Savings Accounts

You select the account to remove, and it will be removed from Online Banking (along with its account history) as soon as the request is received. You will be shown a screen message affirming that fact when the account is removed.

You can remove any account from your Online Banking service if the account is not designated as your Primary Account. To remove a Primary Account, please call Online Banking Support at 1-800-273-1057. One of our representatives can work with you to designate another account as your primary account and then remove the original account from your service.

Who do I contact if I encounter technical problems?

For problems with Online Banking, you can contact us online or directly by phoning 1-800-273-1057. Our office hours are:

Monday to Friday: 7 a.m. to 10 p.m. CT
Saturday: 8 a.m. to 4 p.m. CT

If you have problems with your Internet access, you should contact your local Internet service provider (ISP) for assistance.

Who do I contact about my account or my finances?

You can send us your questions any time of the day or night. We will get back to you as soon as possible. Or call us at 1-800-266-7277. Our office hours are:

Monday to Thursday: 7 a.m. to 5 p.m. CT
Friday: 7 a.m. to 5:30 p.m. CT
Saturday: 8 a.m. to 1 p.m. CT

Can I use Online Banking overseas?

Yes, as long as you have a computer with an Internet connection and a browser with 128-bit encryption, you can access Online Banking from wherever you are in the world.

Can I access Online Banking from work?

Yes, as long as your network or system administrator has configured your company's firewall or gateway to allow secure (SSL) connections. Otherwise, contact your company's system administrator.

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Transfer Funds

Can I transfer funds between my BBVA Compass accounts?

With Online Banking, you can immediately transfer funds between most of your online accounts.

You can transfer from checking, savings, line of credit and money market accounts.

You can transfer to checking, savings, money market, credit card, overdraft protection, installment loan, mortgage loan, and line of credit accounts.

Transfer requests must be sent prior to 8:00 p.m. Central Time, and are processed only on regular business days. You may only transfer funds to and from accounts that are linked under the same Username and have a funds transfer access level. If one of your accounts does not appear on the account list or you wish to add an account, go to the Service Center section and select Add Accounts to request an account be added. You will be able to use the account once the account has been added.

Remember, federal regulations limit the number of electronic transfers you may make to no more than 6 per monthly cycle from money market accounts and to no more than 3 per quarter from savings (not counting transactions made at ATMs) accounts.

Can I schedule transfers for a future date?

Yes! With Online Banking, you can set up future-dated transfers to move funds between most of your online accounts.

You select the future business date the transfer should be made, the amount, and the accounts. Using the calendar to schedule a transfer ensures that you select a business day.

For mortgages and installment loans, you can specify if the transfer you are scheduling is your regular payment (Regular Payment) or if you want the transferred funds to be applied just to your principal (Principal Payment).

For any account, you can specify that you want the transfer scheduled as a one time transfer or on a recurring basis.

How far in advance can I schedule a transfer?

For one time, future-dated transfers, you can schedule a transfer as far out as one year (365 days out).

When you need to schedule recurring transfers, you can select the frequency you desire (every week, every month, twice monthly, every twelve months) and set your transfers to continue indefinitely by checking the Continue Until Further Notice box. Or, you can indicate the number of transfers that should be made.

Using the handy calendar to schedule a transfer ensures that you select a business day.

When are transfers actually processed?

Transfer requests must be sent prior to 8:00 p.m. Central Time, and are processed only on regular business days. You may only transfer funds to and from accounts that are linked under the same Username and have a funds transfer access level.  If one of your accounts does not appear on the account list or you wish to add an account, you can do so by clicking on Service Center, then Add Accounts, or by calling 1-800-273-1057.

When we process a transfer to a credit card or a line of credit, the transfer will not be seen as a posted item until the next business day.

Remember, federal regulations limit the number of electronic transfers you may make from savings/money market accounts to no more than 6 per monthly cycle from a money market account and no more than 3 per quarter from a savings account (not counting transactions made at ATMs).

When are my transfers posted?

From Accounts: These are the accounts from which you are moving money in the transfer.

For all from accounts, the available balance is updated immediately on checking, savings, and money market accounts.

From accounts are checking, savings, money market, and line of credit.

The transfer for a from account is posted the next business day after the transfer, and the transfer is effective for that account on the date of the transfer.

To Accounts: These are the accounts to which you are moving money in the transfer.

Savings, Checking, Money Market, Overdraft Protection: Funds transferred to these Compass accounts are available immediately and are posted the day after the transfer.

Credit Cards: The credit portion of a transfer to a credit card account or a HELOC account on the credit card system takes one additional business day to post to the account.

It takes an additional day for the credit to be shown on Online Banking. The credit will show on the credit card's Account History screen the second business day after the transfer request was received.

Mortgages: Any mortgage payment other than the regular payment amount may take two to three business days to process.

Mortgage payments exceeding the current monthly payment due will be posted as received on your transfer date and applied to principal.

Regular mortgage payments will be posted as received on your transfer date.

For mortgage payments less than the current monthly payment due, the payment amount will not be posted to your account until the full payment amount is received.

Lines of Credit and most Installment Loans: Funds transferred to these BBVA Compass accounts are posted to the account on the next business day after the transfer.

The available balance or payoff balance is available the second business day after the transfer.

Portfolio Loans: Funds transferred to these BBVA Compass accounts are posted to the account on the next business day after the transfer, and the payoff balance is available on that day as well.

Recurring Transfers: If you set up recurring transfers, and a future transfer falls on a nonbusiness day, that transfer will be made the following business day for accounts other than credit card, line of credit, installment loan, and mortgage, which are posted as described above.

What are Recurring Transfers?

Recurring transfers are simple, painless, and require no stamps or coupon books!

Sometimes, you want to move funds to a specific account regularly, in the same amount, and with the same frequency. Mortgages, car loans, or savings accounts, among other kinds of accounts, can now be set up for regular, periodic transfers using the recurring transfer feature in Online Banking.

After choosing which account you want to use to fund the transfer—checking, savings, line of credit, or money market—and which account you want the funds transferred to—credit card, line of credit, installment loan, mortgage, overdraft protection, checking, savings, money market, or HELOC—determine how much money you want to transfer and when you want the transfers to begin.

Using the handy calendar to schedule your transfer ensures that you begin on a business day. For subsequent transfers, if the scheduled transfer falls on a weekend or holiday, your transfer will be made the next business day.

Next, you select the frequency you desire from the selections in the dropdown menu:

  • One Time
  • Every Week
  • Every Two Weeks
  • Twice Monthly
  • Every Four Weeks
  • Every Month
  • Every Two Months
  • Every Three Months
  • Every Six Months
  • Every Twelve Months

Last, decide if you want a set number of transfers or if you want to continue the transfers indefinitely by checking the Continue Until Further Notice box.

That's it! All done! No envelopes, no trips to the bank, no delay!

Can I schedule Recurring Transfers?

With Online Banking, you can set up recurring transfers to move funds between most of your online accounts.

You select the beginning business date the transfer should be made, the amount, and the accounts. Using the calendar to schedule a transfer ensures that you select a business day.

For mortgages and installment loans, you can specify if the transfer you are scheduling is your regular payment (Regular Payment) or if you want the transferred funds to be applied just to your principal (Principal Payment).

For any account, you can specify that you want the transfer scheduled on a recurring basis (every week, every month, etc.).

You set up the recurring transfer for a specific number of times or to continue indefinitely.

What accounts can I set up for Recurring Transfers?

With Online Banking, you can set up recurring transfers to move funds regularly from your savings, checking, money market, or line of credit account.

You can set up recurring transfers to move funds regularly to your installment loan, mortgage loan, checking, overdraft protection, money market, savings, HELOC, line of credit, credit card, or portfolio loan account.

Do my transfers have to be set up for a business day?

Using the handy calendar to schedule a transfer ensures that you select a business day.

If a Recurring Transfer occurs on a non-business day, your transfer will not process until the next business day.

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Transactions

Can I view transactions on my accounts? How many days back are transactions displayed?

You may view transactions for the following accounts:

Account TypeHow far back?
Certificate of DepositOrigination Date
CheckingUp to 16 months
Credit CardUp to 16 months
Installment LoanUp to 36 months
IRAOrigination Date
Line of CreditUp to 36 months
Money MarketUp to 16 months
MortgageUp to 36 months
Overdraft ProtectionUp to 16 months
SavingsUp to 16 months

Note: Online Statements are presented by statement cycle, so the date ranges on Online Statements may vary from the default dates shown on Account History screens.

Which of my personal accounts can I view online?

You can view the following accounts with Online Banking:

  • Deposit Accounts
    • Checking
    • Money Market
    • Savings
    • Certificate of Deposit
    • Retirement Account
  • Credit and Loan Accounts
    • Credit Card
    • Installment Loan
    • Line of Credit
    • Mortgage
    • Overdraft Protection

What is the difference between the Available Balance, the Posted Balance, and the Prior Posted Balance?

The Available Balance, which is displayed on the Account Summary and History screens, reflects the dollar amount of money that is currently available to you. It considers all your posted transactions, electronic (ATM) transactions performed today, and any holds placed on your account due to uncollected funds, pending deposits, or withdrawals.

The Posted Balance is your account balance as of the close of the previous business day.

The Prior Posted Balance is your account's balance as of the day before yesterday's close of business.

What are Pending Transactions?

Pending Transactions are monetary transactions that have affected an account's available balance but have not cleared the account. Examples are check card charges or electronic payroll deposits..

Why do I see a Pending Transaction amount that does not equal a purchase I made?

Let's review the authorization process that takes place when you use a debit or credit card to make a purchase:

  • When a debit or credit card is used to make a purchase, the merchant verifies the credit available on the card by "swiping" the card for a purchase amount and waiting for an electronic authorization of that amount.
  • If the exact amount of the purchase is known when the card is "swiped," that amount is authorized. This happens when you use a card at the grocery store. The cashier totals your items, swipes your card, and the exact purchase amount is authorized against your card.
  • This authorized amount reduces the available balance of your account and appears as a pending transaction until it is actually posted against your account.
  • Sometimes the final purchase amount is unknown when the purchase is authorized. This often happens at a gas station. Your card is swiped before you pump your gas and is authorized up to a certain amount, for example $50. In this case, $50 shows as a pending transaction until the actual purchase amount posts to your account. If the actual amount of the gasoline purchase is $41, then $41 is the amount that will post against your account. It is not unusual for a merchant to request an authorization for as low as $1.

What merchants frequently pre-authorize before an actual purchase amount is known?

  • Gas stations
  • Restaurants (adding estimated tip)
  • Mail-order companies
  • Hotels
  • Car rentals
  • Beauty salons
  • Cruise lines

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Get Started

By Phone 1-800-COMPASS