The People's Bank

IFITebanking FAQ

1 Interface

The Online Banking System looks different! Have I been hacked or phished?

2 Logging in to IFITonline

The password I used in the old system does not work. How am I supposed to log in?

What if I do not have access to the phone or email account contacts listed?

What is a Secure Access Code?

Is the code I received by phone, text message, or email my 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?

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?

I have been locked out of the system due to entering the wrong User ID or password. How do I unlock my account?

I have forgotten my login ID. What do I do?

Your “Forgot Password” system doesn’t seem to work!

What is a cookie?

Why am I being required to register each computer I use to access online banking?

Where do I go to log in to the new system, IFITonline?

My browser saves my user ID and password. I changed my password yesterday, and today it doesn’t work.

I registered my computer during a previous login, but the system is asking me to register it again. Why?

How do I remove the registration from a computer that is no longer mine?

3 Connectivity and Compatibility

Why does this new site seem so much slower that the old one?

What Browsers can I use?

What Financial Software can I use?

4 Overview Screen & Account History

My landing page looks different, how do I get my account history now?

How do I search for a check?

The account name(s) I put on my account(s) are gone, what happened? How do I get them back?

How do I view an image of a check?

5 Security Preferences

What is phishing?

Will I see my phishing phrase on all computers?

Why does my contact information appear partially blocked?

What are security alerts?

Are security alerts real-time?

6 Transactions

I’m trying to place a recurring transfer and I cannot see where to place the information. Where do I go?

I placed a funds transfer but it did not occur, what happened?

If I make a future-dated transfer, when will the transfer be processed and effective?

Where can I see my Funds Transfer activity?

How do I cancel a single instance of a recurring transaction?

How do I cancel all occurrences of a recurring transaction?

Can I modify a recurring transaction?

When I attempt to Re-order Checks, it doesn’t load properly. What do I do?

7 Bill Pay

Who do I call for questions and support about Bill Pay issues?

8 Alerts

I had alerts set up in Online Banking, where did they go?

What types of alerts can I set up?

9 Secure Mailbox/Messages

How do I know if I have a message in my mailbox?

Is the content of my message and any attachments sent securely?

Can I see the messages I have sent?

How long are messages kept in my mailbox?

10 General Questions

How do I contact Bank of Guam?

I’m getting emails from Bank of Guam that I did not get before, where are they coming from?

How do I change my password?

I have a question about my account; can I contact you through IFITonline?

11 Mobile Preferences

What if I don’t establish a mobile authorization code for mobile banking?

I see the person to whom I want to send the authorization request, but I can’t select them. Why not?

What happens if the eligible approver doesn’t answer the call? Will the system try multiple times?

What does it mean if I never get my requested approval notification email?

What if I send my authorization request to multiple people? Can they all approve it?

12 Commercial Banking

Do I have to create a recipient in the system in order to send them a payment?

Can I upload a list of recipients and/or payments into the system?

What if I want the recipient to be sent an email notification on some payments, but not others?

What is a payment template?

If an existing account is no longer used on any payment to a recipient, will it still be kept in the system?

Are split payroll amounts automatically deducted from the primary payroll account?

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?

If I am using the ACH Single Receipt or ACH Collections feature, when will my account be credited?

What if I pick a payment date that is a processing holiday?

I tried to upload a payroll file, but it failed. Why?


1 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.

2 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:
     1. From our homepage (www.bankofguam.com), type in your existing User ID and click login.
     2. The IFITonline password page will appear, click “I am a First Time User”.
     3. Click Login.
     4. Select a phone or email to receive a temporary Secure Access Code. If your contact information is outdated,          please contact the Customer Service Department at (671) 472-5300.
     5. Enter the Secure Access Code received.
     6. Read and accept the IFITebanking Terms and Conditions.
     7. Update your profile information, if necessary.
     8. 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.

     1. From our homepage (www.bankofguam.com), type in your existing User ID and click login.
     2. Type in your existing password.
     3. Click Login.
     4. Select a phone or email to receive a temporary Secure Access Code.
     5. Enter the Secure Access Code received from your phone or email.
     6. 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.”)
     7. 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.

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 you receive an alert that a Secure Access Code has been requested and you believe this request was        fraudulent, you will be presented with the option to immediately disable your 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 customerservice@bankofguam.com to provide the missing information and receive help logging in.

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:

  • 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 browser-specific 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.

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 customerservice@bankofguam.com 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:

  1. 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.
  2. As long as you are using the same registered computer, you should be able to login from different browsers (i.e. Internet Explorer, Firefox, Safari, Google Chrome) without having to re-register the computer each time. However, if you are experiencing issues we recommend that you register your computer from each browser individually.
  3. 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.

3 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 customerservice@bankofguam.com .

What Browsers can I use?
The following Browsers are supported by our new online banking system:

Microsoft Operating Systems Version MAC Operating Systems Version
Microsoft Internet Explorer 4.x, 7.x. 9.x Firefox  3.6, 4.x
Firefox  3.6, 4.x AOL Browser 10.3.x
AOL Browser 9 SE Safari 3.x, 4.x, 5.x
Safari 5.x Chrome                11.x
Chrome                11.x

What Financial Software can I use?
Our new online banking system supports the following financial software:

Quicken Microsoft Money
     •Quicken Windows 2011      •Money 2007 Deluxe
     •Quicken Windows 2010      •Money 2007 Home & Business
     •Quicken Windows 2009      •Money 2007 Premium
     •Quicken MAC 2010      •Money Essentials
     •Quicken MAC 2005-2007      •Money Plus Deluxe
Quickbooks      •Money Plus Home & Business
     •QuickBooks Windows 2009-2011      •Money Plus Premium
     •QuickBooks MAC 2009-2011  

4 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 navigation bar at the top 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 (Accounts > History), you will see a magnifying glass icon to the left of any check items. Click on the magnifying glass to see a front and back image of your item.

5 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.

Will I see my phishing phrase on all computers?
When you submit your phishing phrase, it is effective on all browsers (i.e. Internet Explorer, Firefox, Safari, Google Chrome) used on the computer from which you established the phrase. However, if you login from another (second) computer you will have to re-submit your phishing phrase in order for it to be effective on that (second) computer. Lastly, 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.

6 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 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.

When I attempt to Re-order Checks, 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.”

7 Bill Pay

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 .

8 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.

What types of alerts can I set up?
With our new online banking system you can place:

     • 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.

9 Secure Mailbox/Messages

How do I know if I have a message in my mailbox?
You can logon and navigate to your message mailbox at Services > Messages , or there is a convenient link near the top right of 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 toll-free at 1-866-472-2641 and remain on the line for a customer service representative. Assistance is available 24-hours a day, seven days a week. You can also e-mail us at customerservice@bankofguam.com or send a secure message through IFITonline by navigating to Services > Messages from 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 Preferences > Security from the top navigation toolbar and choosing which security events you wish to be notified about.

How do I change my password?
You may change your password at any time by navigating to Preferences > Security from the top navigation toolbar.

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: navigate to Services > Messages from the top navigation toolbar or click on the “You have ## Messages” link at the top right of the 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 approval via the Mobile Authorization Code.

I see the person to whom I want to send the authorization request, but I can’t select them. 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 their online banking account. Or, the approver is not selectable because they are not eligible (i.e. they do not have the right) to authorize that particular transaction type, or the amount of the transaction exceeds their specified 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 the Online Activity page ( Accounts > Online Activity ) and re-sending the approval request.

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 create a recipient in the system in order to send them a payment?
No, the IFITonline system offers a few options to send payments that don’t require prior recipient setup:
     1. ACH Pass-Thru: This feature allows commercial customers to upload a NACHA compliant file into the IFITonline          system for processing.
     2. Free Form Payments: If you are sending a payment to a party that you will likely never pay again, you can          enter the information directly into the appropriate commercial payment menu. You can do this for ACH          Single Payments, ACH Single Receipts, and Wire Transfers (domestic and international).
     3. 5-Column CSV: The IFITonline Commercial Banking User Guide provides instructions on how to upload a          5-column CSV format file (Comma Separated Value) for ACH batches including Payments, Collections, and          Payroll.

Can I upload a list of recipients and/or payments into the system?
Not at this time. You can make one-time payments using the ACH Pass-Thru feature, free form payments, or uploading a 5-column CSV file. However, parties paid using any of these methods will not be stored as recipients in the IFITonline system for later use.

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 of processing. The email address stored at the recipient-level is what will be used to send the email notification. However for ACH single payments you have the ability to override the recipient-level email address by entering a different email address. At the point of processing payments, you have the option to enable/disable email 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 in the IFITonline system for future use. You may create templates for single payments or a batch of payments.

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 has been deleted from all templates associated with a particular recipient, that account will be automatically deleted from the IFITonline 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.

If I am using the ACH Single Receipt or ACH Collections feature, when will my account be credited?
Your account will be credited on the scheduled effective date. Normally, ACH single receipts and ACH collections are processed 2 days 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:

     • When using the ACH Pass-Thru feature, the uploaded file does not meet NACHA formatting requirements
     • When using the 5-column CSV feature, the uploaded file does not meet the formatting requirements specified in          the IFITonline Commercial Banking User Guide.
     • 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.