Service Center

How do I change the Username for my Online Banking account?
  • 1. Move your mouse over Service Center, and then click on the Online Banking Profile link.
  • 2. Inside the Online Banking Profile box, click the Change Username link.
  • 3. Inside the Change Username box, click inside the New Username box. Type in a new Username. It must be between 6 and 20 characters, begin with a letter, contain no spaces or special characters and not match your password.
  • 4. Click Save Changes to apply your new nickname.
  • 5. For security purposes, you must wait 24 hours to send, edit or approve transfers or wires after changing your username, email or mobile information.
How do I change my Online Banking password?
  • 1. Place your mouse over Service Center and click on Online Banking Profile.
  • 2. Click on the Change Password link from the Online Banking Profile box.
  • 3. In the Current Password box, enter your current password.
  • 4. Enter your new password in the New Password box. Passwords must be 8-20 characters, minimum one uppercase letter, one lowercase letter and one number. It may not contain spaces or the following characters '[',']', and '^' and may not match Username or Temporary Password.
  • 5. The strength of your new password will be displayed as you type it. Strong passwords provide a higher level of security for your account.
  • 6. Retype your new password in the Confirm New Password box. Then click the Save Changes button. An error message will display if there is a problem with the new password, and you will need to select another password.
  • 7. You will receive an email notification that a change has been made to your Online Banking Profile.
How do I add or change my email address for Online Banking?
  • 1. Place your mouse over Service Center and click on Online Banking Profile.
  • 2. In the Online Banking Profile box, click Add or Change Email Address.
  • 3. In the Change Email Information box, click inside the Enter New Primary Email Address box and type in your email address. Enter the same email address in the Confirm New Primary Email Address box.
  • 4. Click the Save Changes button. When you Click the 'Save Changes' Button a popover shows with a popover comes up with "Are You Sure?" screen comes up letting the customer know "For security purposes, you must wait 24 hours to send, edit or approve external transfers or wires after changing your username, email or mobile information." Choices are to click 'Continue' or 'Cancel'. Click 'Continue' to save the email address.
  • 5. To add an Alternate Email Address, type in an email address that is different from your Primary Email Address in the Alternate Email Address box. Click the Save Changes button.
  • 6. The page will refresh, displaying your new Alternate Email Address.
  • 7. You will receive an email confirmation regarding the changes that you have made.
How do I add or change my mobile number for Online Banking?
  • 1. Place your mouse over Service Center, then click the Online Banking Profile link to select.
  • 2. In the Online Banking Profile box, click on the Add or Change Mobile Phone Number link.
  • 3. Inside the Change Mobile Information box, add your Mobile Number in the Primary Mobile Number box, and then click Submit.
  • 4. When you click Submit button a popover comes up with "Are You Sure?" screen comes up letting the customer know "For security purposes, you must wait 24 hours to send, edit or approve external transfers or wires after changing your username, email or mobile information." Choices are to click 'Continue' or 'Cancel'. Click 'Continue' to save the mobile number.
  • 5. The page will refresh and should now display your new Primary Mobile Number.
  • 6. You can return to your Online Banking Profile at any time to change your Primary Mobile Number or add an Alternate Mobile Number.
How do I activate Text Messages for my Primary Mobile Number?

If you have not added a Primary Mobile Number or registered your mobile phone to receive text messages from BBVA Compass, go to Add or Change Mobile Phone Number in your Online Banking Profile through the Service Center. Enter your mobile number in the boxes, and then click on the Submit button.

Place your mouse over the blank area next to OFF next to Text Message Alerts, and then click to turn ON text messages for that number.

You should receive a text message containing the One-Time Security Code to verify your mobile phone. Enter the One-Time Security Code in the Verification Code box. Click the OK button.

Your Primary Mobile Number should now be activated and capable of receiving text messages.

How do I add or change the security settings associated with my Online Banking account?
  • 1. Place your mouse over Service Center, then click the Online Banking Profile link to select.
  • 2. In the Online Banking Profile box, click on the Change Security Settings link.
  • 3. For your Security Questions, select from the list of questions under each of the three question dropdown menus.
  • 4. Enter the answers to each of the corresponding questions.
  • 5. Click the Save Changes button to apply your changes.
How do I personalize what I see on my Account Summary page?

You can personalize your Account Summary page by selecting the box (or boxes) you would like to display.

  • 1. Place your mouse over Service Center, and click on Online Banking Profile.
  • 2. Click on Account Summary Preferences from the Online Banking Profile box.
  • 3. In the My Account Summary box, you will see up to three tabs, according to the types of accounts you may have - All Accounts, Personal Accounts and Business Accounts. Select the tab corresponding to the account you would like to modify.
  • 4. To display an account on the Account Summary page, click on the ON/OFF button to display the green ON position. Repeat the previous step for each account contained in each tab.
  • 5. If you want to hide an account so it will not display on the Account Summary page, click on the ON/OFF button to display the light gray OFF position.
  • 6. Once you have made your choices in all the account tabs, click the Save Changes button. If you fail to click Save Changes the selections you made will not be saved.

    Note: If an account is added in the future that is in one of the hidden account boxes and you would like to display that account, simply follow Step 4 above.
How do I stop or restart Paper Statements?
  • 1. Place your mouse over Service Center, then select Online Banking Services.
  • 2. In the Online Banking Services box, click on the Turn On or Off Paper Statements link.
  • 3. Find the column in the Online Account Preferences box entitled Paper Statements. Place your mouse over the ON/OFF switch and click to toggle to the light gray OFF position for each account listed you wish to stop paper statements for. When finished, click the Next button.
  • 4. Review your selections on the next page. If all are correct, click on the Save Changes button.
  • 5. To restart paper statements that you had previously stopped, repeat Step 3 above, but toggle the switch to the green ON button.
  • 6. Review your selections on the next page. If all are correct, click on the Save Changes button.
  • 7. Paper statements for credit cards cannot be turned off.
How do I change my Courtesy Overdraft Options?

Your Courtesy Overdraft selections determine what options are available when an item is presented for payment against an account with insufficient funds or a negative balance. You can opt-in to permit overdrafts to be paid for ATM and Everyday Debit Card Transactions and/or Checks and Other Transactions. If you opt-in, BBVA Compass may choose to pay an overdraft, and you may incur service charges for any overdrafts that are paid. If you opt-out, items presented against insufficient funds will be declined and you will avoid any service charges associated with overdraft items being paid; however, you can still be charged fees as a result of the item being returned due to insufficient available funds.

  • 1. Move your mouse over Service Center, and then click on the Online Banking Services link.
  • 2. Click on Change Courtesy Overdraft Options in the Online Banking Services box.
  • 3. Point your mouse over Opt-in or Opt-out and click to make your choice. Opt-in will display a green button. Opt-out will display a light gray button..Be sure to select your options for each account listed. Click the Next button to continue.
  • 4. On the next page, you will need to verify your changes and confirm that you have read and agree to the Standard Overdraft Practices. You will indicate that you have by clicking the check box.
  • 5. Click the Save Changes button to apply your changes.
How do I order checks through Online Banking?

You can order new checks through the Service Center when you sign in to Online Banking.

  • 1. Place your mouse over Service Center, the click on the Online Banking Services link.
  • 2. In the Online Banking Services box, click on Order Checks.
  • 3. If you are the Primary Administrator of the account you will need to select the specific accounts that you will allow entitled users to order checks. Click the down arrow inside the Account dropdown box and select the account, then click the Next button.

    Note: The Primary Account Administrator must grant permission to order checks for an account.
  • 4. The BBVA Compass-Harland Clarke® website will open in a new tab in your browser. You will automatically be signed in to access your account. Past orders will display, and you will be given the opportunity to reorder, or choose new types of checks and accessories.
How do I make a stop payment request for a check(s) I’ve written?
  • 1. Place your mouse over Service Center, and then click on the Stop Payments link.
  • 2. Inside the Stop Payments box, click on the Place a Stop Payment link.
  • 3. On the Make a Stop Payment page, you can choose to make a single stop payment request, or multiple stop payments. Click on the down arrow next to the Type box to select.
  • 4. Place your mouse inside the Payee box and click. Type in the name of the Payee, or to whom the check was written. If you do not have this information, leave the box empty.
  • 5. Click the down arrow next to the Account box to display your accounts. Move your mouse over the account that issued the item to be stopped and click to select.
  • 6. If you selected Single stop payment, enter the check number for the check you wish to stop in the Check Number box. If you selected Multiple stop payments, enter the beginning check number in the first box. Enter the ending check number in the second box.
  • 7. For Single stop payments, enter the amount of the check for which you have requested the stop payment in the Amount box. If the amount is unknown leave this box blank.
  • 8. Click on the down arrow next to the Reason box and click to show reasons why you are requesting the stop payment. You can choose between Lost, Stolen, Closed or Other. Move your mouse over your reason for the request and click to select.
  • 9. Click on the checkbox at the end of the form. This is to confirm that you have read and accept the Stop Payment terms and conditions and agree to pay Stop Payment fees.
  • 10. Once all of the steps above have been completed click the Next button to launch the Confirmation page. Review the information then click Submit. You will receive a confirmation message that your Stop Payment request has been received successfully. Click OK.
Why was an item that I requested Stop Payment for paid?

If an item is presented to BBVA Compass for payment within 24 hours after you place the stop payment request on that item, we may be unable to stop payment and the item may be paid.

If an item for which you placed a stop payment request is paid within the 24 hours, you must pay the amount of the check, the stop payment request fee and any other fees associated with that item.

What are the cutoff times for Stop Payment requests?

Requests received before 11:30 p.m. CT on a business day will be processed on the same day. Requests received after 11:30 p.m. CT on any business day or any time on a non-business day, will be processed on the next business day.

How do I cancel a Stop Payment request?
  • 1. Place your mouse over Service Center. Click on Stop Payments.
  • 2. In the Stop Payments box, click on the Stop Payment Summary link.
  • 3. Any Stop Payment requests you have made will be listed under Stop Payment Summary. To cancel a Stop Payment request you have made click on the Stop Payment Detail icon, located to the right of the Amount column inside the Stop Payment Summary box.
  • 4. Click on the Delete button in the lower right.
  • 5. Review the information on the Delete Stop Payment screen, then click the Delete button.
  • 6. You will receive a confirmation message that your Stop Payment cancellation request has been deleted successfully.
How long will my Stop Payment request be in effect?

Unless canceled, each Stop Payment request will remain in effect for 2 years.

Where can I see a history of Stop Payment requests I have made?

You can view your Stop Payment requests by clicking on Service Center at the top of the page, then selecting Stop Payment Summary in the Stop Payments box.

How do I create or change a Nickname for Online Accounts?
  • 1. Move your mouse over Service Center, and then click Account Preferences.
  • 2. Inside the Account Preferences box, place your mouse over the Nickname Online Accounts link and click to select.
  • 3. In the Online Account Preferences box a list all of your accounts that are enabled for Online Banking will be displayed. Look for the Account Nickname column, then click inside the box. Type the desired nickname, 1 to 30 characters, for each account. Then click the Next button.
  • 4. Review the changes you have made, then click on the Save Changes button to store your new account nicknames.
Need online banking assistance? Call us at 1-800-273-1057
Monday to Friday 7 a.m. to 10 p.m. CT
Saturday 8 a.m. to 4 p.m. CT