Important Information

As of May 15 at 10:00 a.m. ET

We appreciate your patience and cooperation during the systems conversion the bank just recently completed. We want you to know that we truly appreciate your business. If you are experiencing an issue you believe to be related to the systems conversion please use the information below to determine if it's a new issue or one that is under current review. If you do not find what you're looking for, please call us at 1-877-I-BANK-NW.

Please note that Nationwide Bank® will never send an e-mail to you and ask you for your User Name and/or Password, and you should be wary of e-mail requests asking you to verify or reconfirm confidential personal information. To learn more about protecting yourself from e-mail fraud, please visit our E-Mail Fraud Protection page.

Current Issue

Phone Support: Our ability to provide phone support continues to be our biggest challenge. We're actively working to increase the level of support available so we can respond to customers as quickly as possible.

Common Questions

Online Banking/Bill Pay

Q. How do I reset my online banking password?
A. To sign up for online banking or reset your password, please call us at 1-877-I-BANK-NW.

Q. If I never used online banking, can I use it automatically now?
A. If you didn’t use the online banking feature prior to conversion, you will need to call us at 1-877-I-BANK-NW to request to be activated. You will be given a user ID, a password and the answer to a secret question or two that you will know the answer to. Please note that you will need your driver’s license to complete the process. Once you go online, you will need to select an image and phrase, known as Safekeys, as well as provide the answer to three "challenge questions" for your protection. You should see the image and phrase on your screen each time you log in from a "registered" computer. If you are using computers other than the ones that you register, you will be asked to answer one or more of the challenge questions in order to continue.

Q. I click on a link and nothing happens, what do I do?
A. Pop-up blockers may be causing this issue. Pop-up blockers actually prevent your computer from advancing to the next page, but they're fairly simple to correct. Make sure your pop-up blockers are turned off. You can reference the Help menu on the different types of internet providers for more information on how to do this, for instance, Yahoo, Google, or Internet Explorer.

Q. Why can't I use Bill pay, I'm a Joint Account holder?
Unfortunately, the system only allows primary account holders to access bill pay. If you would like to access bill pay as a Joint or Secondary account holder, please contact us to have the account information changed.

Q. How do I set up recurring Visa payments?
Click on the Visa card # link. The Visa information will display in a pop-up window, you will then need to go to "Pay My Bill" and click on "Make a One Time Online Payment" to set-up a scheduled payment or on "Set Up Recurring Online Payments".

Q. Why is the bill pay system defaulting the earliest payment date?
A. The date that you see when posting payments, is the date the payee will receive the payment. In the past, you had to schedule a payment 2 or 5 days earlier than the due date. This allowed the bill payment system to send your payment electronically (2 days) or via a paper check (5 days). Under this former bill payment model, your account was debited on the day that you indicated a payment should be initiated. Under the new bill payment model, this money will not be debited from your account until your merchant’s financial institution has processed the payment.

Q. Why am I only able to view some check images?
A. All checks written using your new (post-conversion) account numbers and check supply will have images viewable online. Checks that cleared prior to Monday, February 25 will not have images viewable online.  Most checks written after Monday, February 25 will have images that are viewable online, though there will be some instances where such images are not available. Please contact our customer care center if you need a copy of any check that cannot be viewed online. When you are in your online banking account, look to the left of the transaction and click on the check icon to access this image.

Automatic Payments and Credits

Q. I have many merchants who debit my account each month. Do I need to contact them with my new routing and account number? What about a deposit from the IRS or other employer?
A. All of your current automated payment and credit relationships will continue to process as they have in the past. You do not need to contact third parties. Likewise, if you have money directly deposited into your accounts, and the employer or organization has your previous information, it will be directed into your new account. As you establish new relationships with organizations, employers or merchants, please use the current routing number 044072324 and your new converted account number.

Statements and Accounts 

Q. What accounts are included on my statements?
A. The new statements will show the history of your deposit accounts. Only those customers who have business loans, bridge loans, Home Equity lines of credit or Educational Assistance Reimbursement loans will continue to receive a separate loan statement(s). If you have questions about your loan, please call 1-866-444-4040.

Checks

Q: I received my checks, but the name or address is not correct?
A: We apologize for the inconvenience, but the information printed on your check order is based on the information that our check vendor Deluxe has on their file from your last order. Because so many customers deal directly with Deluxe for name and address changes and updates, Deluxe strongly advised us to not ‘overwrite’ their data with current bank information. If your checks have the incorrect name or address, we will replace them at no cost to you. Please call our customer care center at 1-877-422-6569 to make the correction and to place a re-order.

Q: I received my checks, but only received one box when my last order was more than one. Can I get additional boxes at no charge?
A: Unfortunately, the bank can not provide additional boxes at no charge. If you like, you can temporarily continue to use your old checks, and we will provide written notice 30 days prior to the time we turn off access to your old checks.

Q: I received a book of 25 checks and a letter stating I will receive a discount on a new order. How do I take advantage of this?
A: You can either call our Customer Service Center at 1-877-422-6569 or you can place the order online using the link to Deluxe on the online banking site. If you place the order online, please use your new account (12 digit number beginning with 10000) AND your new routing number 044072324. The discount will be applied automatically, regardless of how you place the order.

Q: Can I re-order my checks online?
A: Yes. If you use online banking, click on "account services" on the left side navigation bar, and then click on "order checks". You will need to use your new account number (12 digit number beginning with 10000) AND your new routing number 044072324 to place the order directly with Deluxe.

Regional ATM Deposits

Q. I can no longer deposit cash into the ATM, why is that?
A. ATMs in Nationwide's regional offices will no longer accept cash deposits. Due to a regulatory requirement, Nationwide Bank is unable to own and/or operate ATMs outside the Columbus market. As a result, in an effort to continue to provide banking access, ATMs in these locations were sold to a third party who replaced the terminals with image enabled ATMs accepting check only deposits.

Hold Policy / Funds Availability

Q: Why is there a hold placed on a check I deposit into my account?
A: Unfortunately, large amounts of fraud are experienced with an immediate fund availability policy, particularly through ATMs. The bank uses the following deposit availability schedule (Please note this schedule is based on ‘business days’, which does not include Saturday, Sunday or Federal holidays):

Immediate Availability
    - Cash

Electronic Deposits/Transfers
    - Deposits or transfers made electronically are available on the day we receive the deposit. Please note that transfers made from external institutions may take 3-5 business days for us to actually receive the deposit from the other institution. As soon as the funds are received by us, they will be available.

Next-Day Availability (first business day after the deposit made):
    - U.S. Treasury Checks
    - Wire Transfers
    - Checks drawn on Nationwide Bank
    - Funds deposited with our employees from:
        - State and local government checks payable to you
        - Cashier’s, certified and teller checks payable to you
        - Federal Reserve Bank checks, Federal Home Loan Bank checks, postal money orders, if these are payable to you

2nd Day Availability (second business day after the deposit made):
    - All of the deposits above, if made by mail, will be available on the 2nd business day after the day we receive the deposit

The delay for other check deposits is based on whether the check is a local or a non-local check. To determine if a check is local or a non-local, look at the routing number on the check. If the first four digits of the routing number (1234 in the examples above) are 0410, 2410, 0412, 2412, 0430, 2430, 0432, 2432, 0433, 2433, 0434, 2434, 0440, 2440, 0441, 2441, 0720, 2720, 0724, or 2724, then the check is a local check. Otherwise, the check is a nonlocal check. Some checks are marked “payable through” and have a four- or nine-digit number nearby. For these checks, use the four-digit number (or the first four digits of the nine-digit number), not the routing number on the bottom of the check, to determine if the check is local or non-local. Our policy is to make funds from local and non-local checks available as follows.

    1. Local checks. The first $100 from a deposit of local checks will be available on the first business day after the day of your deposit. The remaining funds will be available on the second business day after the day of your deposit. For example, if you deposit a local check of $700 on a Monday, $100 of the deposit is available on Tuesday. The remaining $600 is available on Wednesday.

    2. Non-local checks. The first $100 from a deposit of non-local checks will be available on the first business day after the day of your deposit. The remaining funds will be available on the fifth business day after the day of your deposit. For example, if you deposit a $700 non-local check on a Monday, $100 of the deposit is available on Tuesday. The remaining $600 is available on Monday of the following week.

    3. Local and non-local checks. If you deposit both categories of checks, $100 from the checks will be available on the first business day after the day of your deposit, not $100 from each category of check. If we cash a check for you that is drawn on another bank, we may withhold the availability of a corresponding amount of funds that are already in your account. Those funds will be available at the time funds from the check we cashed would have been available if you had deposited it.

    If we accept for deposit a check that is drawn on another bank, we may make funds from the deposit available for withdrawal immediately but delay your availability to withdraw a corresponding amount of funds that you have on deposit in another account with us. The funds in the other account would then not be available for withdrawal until the time periods that are described elsewhere for the type of check that you deposited (i.e., local or non-local).

Deposits at Automated Teller Machines
Funds from any deposits (cash or checks) made at automated teller machines (ATMs) we do not own or operate will not be available until the fifth business day after the day of your deposit. This rule does not apply at ATMs that we own or operate – availability of funds from deposits at ATMs we own or operate is the same as that for deposits made to one of our employees. Please refer to the ‘Funds deposited with our employees’ section above, for details.
All ATMs that we own or operate are identified as our machines.

Longer Delays May Apply
Funds you deposit by check may be delayed for a longer period under the
following circumstances:
    - We believe a check you deposit will not be paid.
    - You deposit checks totaling more than $5,000 on any one day.
    - You redeposit a check that has been returned unpaid
    - You have overdrawn your account repeatedly in the last six months.

Additional Information

If you would like to request hard copies of conversion materials previously sent, or want to view additional Frequently Asked Questions, you can access this information from our web site on the Welcome page.

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