Frequently Asked Questions
IFITeBanking
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Interface
The Online Banking System looks different! Have I been hacked or phished?
No, we have upgraded our online banking system to a newer, more robust system called IFITonline. If you logged in from
our homepage www.bankofguam.com, you are in the right place.
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Logging in to IFITonline
The password I used in the old system does not work. How am I supposed to log in?
You will not need your old password when logging into our new system. The following are steps to login:
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Type in your existing User ID.
Select “First Time User.”
Click Login.
Select a phone or email to receive a temporary Secure Access Code.
Enter the Secure Access Code received.
Accept the First Time User disclaimer.
Update your Profile information, if necessary.
When you are asked to Change your Password: enter your existing online banking password or enter a new one,
if you choose to change it at this time.
Please note: The next time you log in, you will be prompted to receive a second Secure Access Code to register your
computer.
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Type in your existing User ID.
Type in your existing password.
Click Login.
Select a phone or email to receive a temporary Secure Access Code.
Enter the Secure Access Code received from your phone or email.
Choose “Activate this computer for later use” if you plan to use this computer for continued online banking use.
(If you are at a public computer where you would not wish to leave your online banking activated, choose “Give
me one-time access only.”)
15. Click Submit.
This browser registration is a new security feature to provide additional security for your online banking account. To
activate your computer, we will place a Secure Token in your browser. Your PC must be configured to accept cookies
from this site. Once your PC has been activated, you will only be asked to enter your User ID and password for future
logins. If you reset the cookies on your browser or log in from a different computer, you will be prompted to obtain a
secure access code again.
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What if I do not have access to the phone or email account contacts listed?
You cannot complete a first-time user enrollment or register a computer without access to at least one of the listed
contact delivery methods. If you need immediate access, please contact Customer Service at (671) 472-5300.
What is a Secure Access Code?
A Secure Access Code is a number that will be sent to you by a method other than online banking to ensure that we are
connecting to the correct person.
Secure Access Code Delivery
Phone Delivery: If you select phone delivery of your temporary code, just answer the phone normally when the call
arrives. You will be prompted to make a selection to hear your code, and the system will give you the option to repeat
the code, if necessary. Our system will not leave a code on voice mail, so if you miss the call, just repeat the process.
SMS (Text) Delivery: If you select the text message delivery of your temporary code, you will receive a very simple
message containing the requested code. Text message fees from your wireless carrier may apply.
Email Delivery: If you select an email account, you will receive a very simple email containing only the requested code. If
you do not receive this email, please check your "Junk Mail" box. Enter, or cut and paste, the temporary code you
receive on the following screen.
NOTE: Do not navigate away from the screen. If you need to access a web mail account to retrieve your code, please
open a new browser window or browser tab.
Things to Remember
• Secure Access Codes are never left on voice mail.
• Unused Secure Access Codes expire after 20 minutes.
• Used Secure Access Codes immediately expire and cannot be reused.
• If the user believes the Secure Access Code request is fraudulent, they are presented with the option to
immediately disable their online and/or voice account access.
Is the code I received by phone, text message, or email my new password?
No, it is only a temporary access code. Never enter a secure access code on the login page as a password or as an
existing password when instructed to change your password or establish a new password.
When I sign in, I don’t have any phone or email address that I can use to get a Secure Access Code delivered. What do
I do?
Please contact Bank of Guam Customer Service Department at (671) 472-5300 or [email protected] to
provide the missing information and receive help logging in.
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I have set up a new password and registered my browser. I have selected “Activate this computer for later use”, but
each time I log in, it makes me go through the Browser Registration process (where I have to get a Secure Access
Code). Why?
The most likely explanations for being required to register your browser multiple times are:
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Your browser is not set to store Cookies from the web address of our online banking server
(online.ifitebanking.com).
Cookies are automatically deleted each time you close your browser.
You are logging in from separate browsers or separate PCs.
I have been locked out of the system due to entering the wrong User ID or password. How do I unlock my account?
If you have locked your account due to several unsuccessful login attempts, for your security you are required to
contact us to unlock your account.
I have forgotten my login ID. What do I do?
If you forget your login ID, please contact our Customer Service Department at (671) 472-5300. We will be required to
securely verify your identity before providing you your login ID.
Your “Forgot Password” system doesn’t seem to work!
“Forgot Password” can only be used if your online banking account is not locked out.
Entering an incorrect password three (3) times in a row locks you out of the system. This is a security measure to prevent
unauthorized access to your account. If you think you have forgotten your password, do not keep trying to log on: click
the “Forgot Password” option to begin the procedure of logging into your account.
What is a cookie?
A cookie is a small text file placed on your hard drive that permits a website to store information about your visit, such
as a cookie from www.bankofguam.com. In this case, the cookie that is stored on your PC during login allows you to
bypass the Secure Access Code whenever you access online banking in the future. The secure cookie will periodically
expire or be erased on your computer and will need to be reestablished on your computer again.
Why am I being required to register each computer I use to access online banking?
In today's online environment, login ID/password access to your financial information is no longer considered sufficient
to securely verify your identity. Therefore, in addition to your login ID and password, our online verification requires us
to deliver you a one-time piece of required information via something only you possess (for example, your email account
or your telephone). Once you receive the additional piece of information (a secure access code) and enter it into our
system, we will remember your computer and browser and mark your browser with a cookie and/or other browserspecific object.
Registering your computer adds a strong layer of security to your online accounts. This means that no other
unregistered computer in the world has access to your online information, even if your login ID and password were
accidentally or unintentionally compromised. Once we register your computer and browser, you will only be required to
enter your login ID and password on future logins via the registered computer browser.
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Where do I go to log in to the new system, IFITonline?
Please visit our homepage and log in at www.bankofguam.com. If you experience difficulty, please contact Customer
Service at (671) 472-5300 or at [email protected] for assistance.
My browser saves my user ID and password. I changed my password yesterday, and today it doesn’t work.
Browsers don’t know that the online password has changed, and will keep filling in the old one until the new one is
manually entered. Erase the old one and type in the new one, and your browser should prompt you to remember it.
I registered my computer during a previous login, but the system is asking me to register it again. Why?
There are several reasons this may happen, including:
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Your browser settings are set to delete cookies, or your browser cookie for online banking has been deleted
since the last time you logged in.
Your online profile is set to require a secure access code delivery each time you log in. You are logging in via a
different browser on the same registered computer. Each browser (i.e. Internet Explorer/Firefox/Safari) must be
individually registered.
We have reset all active registrations on the system for security purposes.
How do I remove the registration from a computer that is no longer mine?
You can remove the registration of a computer/browser by deleting your cookies, or only the cookie related to our
online site. Please see your browser help for assistance in deleting cookies.
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Connectivity and Compatibility
Why does this new site seem so much slower that the old one?
The new system has more modern features and there is some additional information that is being loaded. Also, our real
time system may take a few more moments to load, but this will allow you to see up to the second account information.
If you have a slower connection, you can try using the Simple Theme by navigating to Preferences>Custom Settings. If
problems persist, contact us at (671) 472-5300 or [email protected].
What Browsers can I use?
The following Browsers are supported by our new online banking system:
Microsoft Operating Systems
Microsoft Internet Explorer
Firefox
AOL Browser
Safari
Chrome
Version
4.x, 7.x. 9.x
3.6, 4.x
9 SE
5.x
11.x
MAC Operating Systems
Firefox
AOL Browser
Safari
Chrome
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Version
3.6, 4.x
10.3.x
3.x, 4.x, 5.x
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What Financial Software can I use?
Our new online banking system supports the following financial software:
Quicken
• Quicken Windows 2011
• Quicken Windows 2010
• Quicken Windows 2009
• Quicken MAC 2010
• Quicken MAC 2005-2007
QuickBooks
• QuickBooks Windows 2009-2011
• QuickBooks MAC 2009-2011
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Microsoft Money
• Money 2007 Deluxe
• Money 2007 Home & Business
• Money 2007 Premium
• Money Essentials
• Money Plus Deluxe
• Money Plus Home & Business
• Money Plus Premium
Overview Screen & Account History
My landing page looks different, how do I get my account history now?
You can navigate to your account history screen three different ways: use the Quick Action icon (Latte Stone) to the
right of the account, double-click on the account, or go to Accounts in the menu to the left side of the screen and click
on History.
How do I search for a check?
Go to your account history and click Search, then choose the type of search you wish to perform, Single Check or
Multiple Checks. A box will show next to the search button asking for a check number. Enter the number of the check
you are looking for and click Submit.
The account name(s) I put on my account(s) are gone, what happened? How do I get them back?
The account “nicknames” placed on each account in the previous system did not flow into the new system and will need
to be placed on the accounts again. To place the nicknames, go to Preferences, Accounts and enter “display names” to
identify the accounts as you wish.
How do I view an image of a check?
On the history screen, you will see a magnifying glass next to your check. Click on the magnifying glass to see an image
of your item.
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Security Preferences
What is phishing?
Phishing is an attempt to criminally and fraudulently acquire sensitive information, such as usernames, passwords and
credit card details, by masquerading as a trustworthy entity in an electronic communication, like an e-mail or an instant
message.
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Will I see my phishing phrase on all computers?
You will see your phrase on all browsers through which you submit a phrase. When you submit your phishing phrase, it
is effective on the individual browser used on the computer from which you established the phrase. However, as you
submit a new phrase on another (second) computer or browser, the newly submitted phrase will be shared on all
previously used browsers. In other words, you can set phishing phrases on many browsers but you can only have one
phrase associated with your login ID, which is the most recent phrase you established and submitted.
Why does my contact information appear partially blocked?
The listing of your secure delivery contacts is masked, or partially blocked, when presented online. This is done to
prevent possible “over-the-shoulder” viewing of your personal information.
What are security alerts?
You can set up security alerts to set up notifications that let you know when certain security events happen. By default,
you may already have some alerts selected that you may not de-select. If you enter multiple delivery channels (email,
phone, and/or text), you will get the same alert in all selected channels.
Are security alerts real-time?
Yes, security alerts are event-driven and are sent in real-time; therefore, you may not enter a time at which you would
like to be notified.
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Transactions
I’m trying to place a recurring transfer and I cannot see where to place the information. Where do I go?
Go to Transactions, Funds Transfers, and open the green “Enter Transfer Frequency” bar by clicking the expand button
on the right to see more transfer options.
I placed a funds transfer but it did not occur, what happened?
When you create a funds transfer, address change, or stop payment, you must then approve the transaction before it is
submitted. Please make sure to approve all transactions placed in online banking. After entering your transaction and
clicking Submit, you will be transferred to the Submit Transaction page. You must click Approve on the Submit
Transaction page in order to send your drafted transaction to the Bank for processing.
If I make a future-dated transfer, when will the transfer be processed and effective?
If you create a future-dated transfer, the transfer will be processed at 1:00 AM ChST on the date it is scheduled to
process. The credit to your account will occur on the ‘Transfer Date’.
Where can I see my Funds Transfer activity?
Your funds transfer activity is available in your Online Activity under the Accounts>Online Activity menu. Any drafted,
approved, cancelled or processed funds transfers will be displayed. Each transaction has a unique Tracking ID for easy
identification.
How do I cancel a single instance of a recurring transaction?
You can cancel a single occurrence of a recurring transaction in Online Activity. Note that each recurring instance of the
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transaction is scheduled only when the previous instance of the transaction has been processed or completed and is
displayed under the Accounts>Online Activity menu. Find and click on the instance you wish to cancel and select ‘Cancel
the selected transaction’. The transaction will be cancelled without affecting the other occurrences of the transaction.
How do I cancel all occurrences of a recurring transaction?
You can cancel all occurrences of a recurring transaction by cancelling the transaction under the
Transactions>Recurring menu. Click on the recurring transaction you wish to cancel and select “Cancel the selected
transaction’ from the drop-down box. Click ‘Submit’ and you will be asked to confirm the cancellation.
Can I modify a recurring transaction?
No, recurring transactions may only be created or cancelled. You can also cancel individual occurrences of the
transaction under the Accounts>Online Activity menu.
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Bill Pay
When I click Bill Pay, it doesn’t load properly. What do I do?
Make sure you have pop-up blockers either turned off, or allow for the online banking website to have pop-ups in your
Settings. The site to allow is: “online.ifitebanking.com.”
Who do I call for questions and support about Bill Pay issues?
All bill pay research and support questions are to be directed to the Bank of Guam’s outside processor, iPay at
(866)706-3876. Subscriber service representatives are available Monday through Friday from 7:30am to 2:00am ET or
Tuesday through Saturday from 9:30pm to 4:00pm ChST.
You will need to disable all pop up blockers, or add the “online.ifitebanking.com” address to your pop up settings.
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Alerts
I had alerts set up in Online Banking, where did they go?
Alerts placed on the previous system did not transfer to the new system. Each alert will need to be set up again. To do
this, go to Preferences, Alerts and click on the down arrow next to the Add Alert button and follow the instructions
provided. When setting up an alert, it is important to add AM or PM to indicate which time of day you want to be
alerted, i.e. 2 PM instead of 2AM. If you wish to be alerted at all hours (in real-time), indicate 12AM.
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What types of alerts can I set up?
With our new online banking system you can place:
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Account alerts - such as balance warnings,
Date alerts - such as a birthday or anniversary reminders, or
Transaction alerts - which alert you when certain transactions occur, such as funds transfers to/from an account.
Secure Mailbox/Messages
How do I know if I have a message in my mailbox?
You can logon and navigate to your message mailbox, or there is a convenient link on the Accounts>Overview page to let
you know when you have a new message.
Is the content of my message and any attachments sent securely?
Yes, the transport of your message is SSL encrypted and is never sent through public, unsecured communication
channels like e-mail communication.
Can I see the messages I have sent?
No, to simplify your mailbox we only show the messages you have received.
How long are messages kept in my mailbox?
Each message is kept for a specified number of days, unless you choose to set a selected message to never expire.
Otherwise, all messages will be saved until the date displayed in the ‘Expires on’ column in the mailbox.
10 General Questions
How do I contact Bank of Guam?
You may contact us at (671) 472-5300 or (671) 472-5284 24-hours a day, seven days a week. You can also e-mail us at
[email protected] or send a secure message through IFITonline by navigating to Messages under the
Services tab in the top navigation toolbar or click on the “You have ## Messages” link at the top right of the Accounts
Overview page. You can also send postal mail to P.O. Box BW Hagatna, GU 96932 Attn: Customer Service Department.
I’m getting emails from Bank of Guam that I did not get before, where are they coming from?
For your added security, we can alert you when certain events happen through IFITonline. We will send you emails if
your password has been changed, money transfers are made or other high security events so that you will be alerted if
an event occurs that you did not initiate. You can change these settings by navigating to the Security Preferences page
via Security under the Preferences tab and choosing which security events for which you wish to be notified.
How do I change my password?
You may change your password at any time by going to Preferences, Security.
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I have a question about my account; can I contact you through IFITonline?
Yes, we now have Secure Messaging available within IFITonline that bypasses regular email. There are two ways to
access this secure mailbox: go to Services, Messages or click on the “You have ## Messages” link at the top right of your
Accounts Overview page.
11 Mobile Preferences
What if I don’t establish a mobile authorization code for mobile banking?
Then you may not be able to perform some mobile transactions that require strong approval via the Mobile
Authorization Code.
I see the person to whom I want to send the authorization request, but I can’t select her. Why not?
This means that the person to whom you wish to send the request has not set up the mobile authorization preferences
under the Preferences>Mobile menu in her online banking account. Or, the approver is not selectable because she is not
eligible (i.e. she does not have the right) to authorize the payment type, or the amount exceeds her limit.
What happens if the eligible approver doesn’t answer the call? Will the system try multiple times?
No, the call will only be placed once. If the eligible approver misses the call or fails to approve the payment on the call,
the drafter can resend the approval request by selecting the drafted payment in Accounts>Online Activity and
re-sending the approval.
What does it mean if I never get my requested approval notification email?
It means the payment was never approved by an eligible approver. The drafter then has the option of re-sending the
approval request.
What if I send my authorization request to multiple people? Can they all approve it?
If multiple eligible approvers are sent the request, only the first to successfully enter the MAC will approve the payment.
Others that receive the call will get a message indicating that the payment has already been approved upon successful
entry of their MAC.
12 Commercial Banking
Do I have to enter a recipient to use the system?
No, if you are sending a payment to a recipient that you will likely never pay again, you can enter the payment
information directly into the appropriate commercial payment menu, such as a wire transfer. Or, if you have a NACHA
compliant payroll file, you can upload the file into our system.
Can I upload a list of recipients and/or payments into the system?
Not at this time. You can make one-time payments by uploading recipients and payments via a NACHA compliant file
upload, but those recipients and payments are not stored for later use.
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What if I want the recipient to be sent an email notification on some payments, but not others?
You can save an email address for the recipient, and then uncheck the notification on individual payments or for the
selected recipient in a batch at the time the payment is made. The email address stored for the recipient is to populate
the payment for you, and can be overridden on single payments. On batch payments, you can choose to send or not
send the notification, but to change the address you will need to update the recipient information.
What is a payment template?
A payment template is a group of payment-related information that can be stored and reused on successive payments,
either as a single payment or as one payment in a batch.
If an existing account is no longer used on any payment to a recipient, will it still be kept in the system?
No, once an existing account is determined to be unused on any template for a recipient, it is automatically deleted from
the system.
Are split payroll amounts automatically deducted from the primary payroll account?
Yes, when you split a payroll transaction, it will be processed as 2 or 3 independent transactions to the same recipient,
and the split amounts will automatically be deducted from the primary payroll amount.
Why would I enter employee information, such as the Department or Employee ID, on the template? Is that
information sent as part of the payment?
The employee information is not sent with the payment, but allows you to easily sort a long list of payroll recipients on
the batch payroll page.
When will my account be credited?
Your account will be credited on the scheduled effective date. ACH receipts are 1-day effective, which means that they
are processed 1 day prior to the scheduled effective date.
What if I pick a payment date that is a processing holiday?
Our system will not let you create a transaction that is scheduled to process on a holiday. You will receive an error
message and be instructed to enter a new effective date for the transaction.
I tried to upload a payroll file, but it failed. Why?
There are several reasons the file could not be validated and failed to upload. They include:
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The file is not a NACHA-formatted or proper CSV file.
The user does not have the right to draft a payroll transaction.
The transaction is not within the user’s assigned rights and limits.
The offset (debit) account is not one of the user’s entitled online banking accounts.
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