Help

To Report a lost or Stolen Visa Check card: During regular business hours please contact your local branch. After hours only, please call the emergency support number at 1-800-554-8969.

Internet Banking Help - Online/Telephone Support 1-866-337-9011

How do I open an Online Account with New Peoples Bank?
You must first complete an Online Banking Application form which is then submitted to us for processing. This application form verifies that you wish an Online Banking account to be setup for your use and provides the information we need to setup the account. You must also have a bank account with us (Checking, Savings, Loan...etc.), to use your Online Banking Account with. If you do not have an account with us you may open one by applying online or by visiting one of our branch offices.

How do I log on to the Online Banking system after I've completed the Application?
After you receive your Access ID via postal mail and your password via email, visit our web site and select Log In from the top right of the home page. This will take you to the log in page. From this page enter your Access ID in the field provided and click Submit. Then enter your password in the field provided and click Submit. Follow the instructions provided with your Access ID letter to complete the sign in process for the first time.

What do I need to do if I have forgotten my password?
Click the Forgot your password? link located just below you Access ID field. You will be required to enter your Access ID in the block and click Submit. Your password will automatically be emailed to the email address we have on file for you. Once you receive your password and logged in, you will be prompted to change your password at that time.

NOTE: Your access id and password are case sensitive, so keep this in mind as you create your account. Also, your access ID and Password must be at least 8 characters/digits long, in addition your password must be a combination of letters and numbers. For example: peoples1, or 3customer, 12345AbE, or Peoples1, are all valid passwords.

What do I need to do if I have forgotten my Access ID?
If you have forgotten your Access ID, New Peoples Bank, Inc. requires you to visit your local branch with photo ID to obtain this information. This is for security reasons, and we feel that the benefit is worth the time to our customers as well as to our institution.

I've submitted a Forgot Password form, and have received my new temporary password. Now what do I do?
Visit our home page and select the Log In link in the top right of the page. After the log in page displays enter the data that was mailed to you and submit. If there are no problems the system will take you to a page prompting you for a password change. Simply enter the current password (this is the temporary password you just entered), then enter a new password twice for accuracy and submit. If successful you will see a list of your accounts, and your new password will now become your current password for future log-in.

When I log into the system I'm taken to a Change Password page. Is there any way to skip this as I don't want to change my password?
Our system requires you to change your password after three months’ time. You, will not get a warning that your password is about to expire. You are simply taken to a change password page when the time is up and prompted for your current password and a new password. Simply complete these prompts to change your password and submit. You will then have changed your password to the new one and be shown a list of your accounts. There is no way around this so you will have to change your password to continue into your account. New Peoples Bank, Inc requires this password change for security reasons, and we feel that the benefit is worth the time to our customers as well as to our institution.

My email address has changed. How do I get Online Banking email replies sent to my new email address?
You may change your email address that we have on file for you from within our Online Banking system. Simply log into the system and click on the User Options button. This will display an options page to allow you to change your email address, password, or nickname your accounts if you wish.

Is it possible to transfer funds from my New Peoples Checking account to my New Peoples Savings account?
Yes, and vice versa. You may set up a one-time transfer of funds from the account or a scheduled transfer that will exchange the funds on a regular basis determined by you.

Can I transfer funds from a New Peoples Checking or Savings account to another account held by a different banking institution?
Yes. You can have the money wire transferred to the account or an ACH, or you can use our Bill Pay Plus product to transfer the funds to another financial institution. For more information about our Bill Pay Plus product please click here.

What should I do if I need to place a stop payment on a check?
You should visit your nearest New Peoples Bank, Inc branch office and submit the Stop Payment. Our staff will help you with any questions you may have on this process.

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Online Bill Pay Help

What is Free Online Bill Pay?
NPB Online Bill Pay simplifies the way you pay bills. Through your online banking account, you can track & send payments, set up recurring payments, and more. Best of all it's at no cost to NPB online banking customers! For full details, click here..

How do I sign up for NPB Online Bill Pay?
If you currently access your accounts online, simply click on the 'NPB Bill Pay' text link at the bottom of the page listing your online accounts. Follow the directions, which will include setting up and answering a couple of challenge phrases, which we use as an added layer of protection for you and your financial information.

How long does it take for the payment to reach the vendor I am paying?
We generally recommend allowing at least 2-3 business days for most accounts to be applied. Please take this into account when paying bills on weekends and holidays.

I have a question about my NPB Online Bill Pay service. Should I call the same number I call for Online Banking and Telephone Banking Assistance?
New Peoples Bank has representatives available who specialize in our NPB Online Bill Pay service. To contact an NPB Online Bill Pay specialist, call us toll free at 1-866-337-9011.

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Telephone Banking Help

How do I sign up for the Telephone Banking?
There is no application form to file to use the Telephone Banking service. Simply dial: 1-866-OUR-BANK or, (276) 873-6191 (local to Honaker, VA) to access the system. Press 1 on your telephone to access your accounts, and then enter your account number. Please contact the bank to get your Personal Identification Number (PIN). The first time you use Telephone Banking, you will be prompted to change your PIN to a new four-digit number that only you know to safeguard your accounts After the system tells you that your PIN number has expired, enter a new 6 digit PIN number to use for future calls. That's all you need to do for your first time accessing the Telephone Banking system.

I've been using the Telephone Banking for some time now. However, when I try to access my account I get told that my PIN number is invalid. What should I do?
Your PIN number will expire every three months. If you have entered your PIN number and are told by the system that the number entered is Invalid, you should get a reply to enter a new PIN number. Simply enter a new PIN number and press the '#' key on your phone to continue.

I have forgotten my PIN number for the Telephone Banking service. How can I get a new one?
If you are unable to access the system with your current PIN number, or have forgotten your PIN number, simply give us a toll free call at 866-337-9011, or (276) 873-7769 local to Honaker, Virginia and our staff will assign you a temporary PIN number to get you back into our system.

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Mobile Banking Help*

View the Online demo here

*If you find that your mobile service carrier is not listed in the list of Carriers please notify NPB Mobile Banking Support Staff at 1-866-337-9011.

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Visa® Check Card FAQ

Who's eligible for a New Peoples Bank Customized VISA® Debit Card?
Those who have a New Peoples Bank account with a VISA® Debit Card. The primary account owner and any authorized users on the account can customize their card.

What if I have an existing New Peoples Bank VISA® Debit Card?
In order to receive your new Photo Card, you will need to Apply Online first. You will receive the new Photo Debit Card in the mail, you will actually receive a new card number and PIN.

What will happen to my existing New Peoples Bank VISA® Debit Card?
Your existing card will be closed 30 days after your new Photo Debit Card is ordered.

How often can I change my design to a customized New Peoples Bank VISA® Debt Card?
You can change the existing card for either primary account owner or authorized user as often as you like.

What images are not acceptable?
Please see our Image Guidelines for our criteria for acceptable photo submissions. New Peoples Bank reserves the right to reject any image we believe violates our Image Guidelines. If an image is rejected, you will be notified by e-mail within two business days. You may submit a new image anytime following your rejection.

How much does it cost?
A fee of $10.00 will be deducted from your checking account linked to your VISA® Debit Card each time you create a new card.

What happens when my card expires?
Upon expiration of your card, a new card will be sent with the same image as your most recent card.

How will I receive my personalized card?
Your card will be mailed to you via the US Postal Service. Your PIN mailer will arrive separately for your security.

How long will it take to receive my card?
After your request has been submitted and approved by New Peoples Bank you can expect your card to be mailed within 7-10 days.

What if I pay a recurring bill using my debit card?
When your new card arrives, contact the vendor who initiates the bill payment and switch the transaction over. All new Photo Cards come with a new card number, three-digit security code and PIN.

Rewards
UChoose Rewards® is a promotional incentive program by New Peoples Bank to its debit cardholders. With UChoose Rewards®, you can collect points or other qualifying purchases you make every day. Then, you can use our points to choose from a wide array of products, travel experiences and activities, event tickets, cash and more! Log on to uchooserewards.com from our web site for more information.

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