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Greater Nevada Credit Union

Welcome to our Troubleshooting area.  If you are experiencing any issues accessing your eBranch account we do have a list of common errors and solutions for problems you may be experiencing.  Please click on any of the issues listed below to get taken to information and suggestions related to that issue.  Or you can utilize the menu on the left side of this page to go to a different section of our eBranch system.

If this area does not provide the information you are looking for, or you are still experiencing problems, please feel free to contact our Member Resource Center at 800-421-6674 for further assistance.

  1. 1. I've forgotten my Sign-On ID and/or password.
  2. 2. I've requested an account to be added to my eBranch access but it doesn't show up in my Account Summary.
  3. 3. I'm receiving a message saying "The Host is off-line. If you need to process an immediate transfer or payment, please try again later." Why is that?
  4. 4. When I sign in I am immediately presented with an alert screen saying I have performed an illegal activity.
  5. 5. When I am logged into my eBranch account I occasionally receive an alert screen asking me to confirm I want to stay signed in.
  6. 6. There is a transaction in my transaction activity that I don't recognize.
  7. 7. What internet browser versions will support eBranch?


Problem #1
I've forgotten my Sign-On ID and/or password.

Recommendation:
If you have forgotten your Sign-On ID we do recommend contacting our Member Resource Center at 800-421-6674 or 775-882-2060 for immediate assistance.  Once a representative has verified your identity they do have the ability to provide your Sign-On ID to you and ensure you can get signed into your eBranch account. 

If you have forgotten your password we do recommend using the "forgot your password" link located to the right of the password box.  When this option is selected our eBranch system will automatically generate a temporary password for your account based on the Sign-On ID entered and provide this temporary password to your email address on file. If you select this option and do not receive the email please be sure to check your spam folder as these types of emails can often be mistaken as spam. However, if your email address on file is incorrect or you need further assistance please contact our Member Resource Center at 800-421-6674 or 775-882-2060 so a representative can assist with resetting your password.            
   
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Problem #2
I've requested an account to be added to my eBranch access but it doesn't show up in my Account Summary.

Recommendation:
When you request to have an additional account added to your ebranch access our system will verify that the account is active and you are an authorized signer on the account. If for any reason our system cannot automatically verify this information your request will be placed in a queue for additional review which can delay this account from showing on your Account Summary page. During this review the verification process can take 1-2 business days to complete. If the account does not show up in your Account Summary page within this 1-2 business day time frame please send a message to our Support Desk and the matter will be researched. To access the Support Desk mail you will need to sign into your eBranch access and click on the “Message” link at the top right hand side of the screen and compose a new message.

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Problem #3
I'm receiving a message saying "The Host is off-line. If you need to process an immediate transfer or payment, please try again later." Why is that?

Recommendation:
eBranch undergoes system maintenance and updates weekly to ensure the site is always safe and secure.  If you log in during maintenance times you will see the above message.  If you have received this message, you may try logging in again later, or if you are concerned about the status of your accounts please contact our Member Resource Center at 800-421-6674 or 775-882-2060 for immediate assistance.

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Problem #4
When I sign in I am immediately presented with an alert screen saying I have performed an illegal activity.

Recommendation:

This is most commonly caused by your internet browser not being configured to accept cookies from our website. You should be aware that our eBranch system depends on cookies to verify your identity after signing in and to assist with loading all aspects of our site correctly (such as bill pay and eStatements).  If you have disabled cookies from within your browser, or if you are running third-party software that intercepts or deletes cookies, you may experience issues utilizing eBranch to manage your accounts.

With most internet browsers you do have the option to change your cookie settings so it will disable all cookie use, accept all cookies, accept cookies only from trusted websites, or to alert you every time a cookie is offered.  Then you can decide whether to accept a cookie or not.  If you have your cookies disabled and attempt to utilize a feature on our eBranch system that requires the use of a cookie the alert screen will appear.  If you do not want to have all cookies enabled on your computer we do recommend adding our eBranch URL as a trusted site so it will allow cookies from our site: https://secure-gncu.org/. If you need further assistance with changing the cookie settings on your internet browser we do recommend checking your browsers help section as all internet browsers have their own directions. Typically this feature is found under the browser option settings.

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Problem #5
When I am logged into my eBranch account I occasionally receive an alert screen asking me to confirm I want to stay signed in.

Recommendation:
This is a security feature designed for your protection. If 13 minutes elapse without a request from you or anything from the eBranch system, then the system ends your session and does not allow further transactions until you enter your user information again. This approach helps prevent others from performing transactions on your computer in the event that you forget to properly exit the system.

If you have not been idle for any period of time and you receive an Alert screen, this may be caused by your browser's cookie configuration. For more information on cookies please see problem #4.

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Problem #6
There is a transaction in my transaction activity that I don't recognize.

Recommendation:
If you see a transaction that you don't recall making when you are reviewing your transaction activity we always recommend contacting the merchant or payee that did the transaction first.  The reason we do recommend contacting the merchant or payee first is they will have more details regarding the reason or merchandise the charge was for.  If the merchant is unable or unwilling to assist you with the transaction or you know that the item was not authorized you can dispute the transaction through Greater Nevada Credit Union directly.  When a transaction is disputed through the credit union we do have a form that needs to be completed and returned to us prior to the dispute process starting.  All of our dispute forms can be found on our website on our forms page located here (https://www.gncu.org/Global-Nav/About-Us/Member-Support/Forms) or they can be completed at any of our branch locations.  Depending on how the transaction(s) presented to your account; for instance as a check, an ACH withdrawal, or debit card; it will determine what form is required to start the dispute process.  Please be aware that some of the dispute forms will require a notary signature, which is a free service at any branch location, in order for us to process the dispute.

If the transaction was done using your debit card number please be aware that we will have to close that card number as part of our dispute process.  In the event there are any unauthorized debit card transaction on your account please contact our Member Resource Center at 800-421-6674 or 775-882-2060 immediately so we can close out the compromised card number and begin the process of ordering a new debit card for you.

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Problem #7
What internet browser versions will support eBranch?

Recommendation:
Currently the supported internet browser versions are: Internet Explorer 8 and higher running non-compatibility mode, Firefox 14 and higher, Safari 5, and Chrome 20 and higher.

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