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VirtualBank

FAQs

Q: What are VirtualBank's hours of operation?
A: VirtualBank's automated systems are real time and operated 24 hours a day, 7 days a week, 365 days a year. That means you can access your accounts and make transactions at your convenience. Prefer to speak directly to an informed and friendly Personal Banker? They are available during customer service hours: M-F, 8:30 am to 5:30 pm ET. (Not available Saturdays, Sundays and Federal Holidays). Call toll free: 1-877-998-2265. 

Q: How can I contact VirtualBank?
A: Online Client Services: 
If you are already a VirtualBank account holder, you can send secure, account related and confidential messages to your Personal Banker by logging in to online banking and selecting the “Message” link at the top of the screen and click “New”.  Customer Service Contact Us link. We are also available by email or you can contact us directly at the phone number shown below.

Email: Client.Service@virtualbank.com
Phone: 1-877-998-2265
Mail:  VirtualBank 
          PO Box 109638 
          Palm Beach Gardens, FL 33410

Q: Is VirtualBank a secure way to handle my financial transactions?
A: Security is VirtualBank's foremost objective. Layered security systems are deployed and monitored to protect your personal information stored at VirtualBank from unauthorized access. Additionally, a comprehensive authentication framework ensures unauthorized individuals do not obtain access to your VirtualBank account information. 

Q: Do I need a specific web browser to access Online Banking or virtualbank.com?
A: We support the current versions of Microsoft Edge, Firefox, Safari and Chrome. Please note that utilizing older web browsers may result in disabled functionality or limited access to online services. Beta versions of browsers are not supported. Online Banking is intended for use with desktop and laptop computers. For mobile devices and tablets, access your account(s) through our Mobile Banking app.  

Supported Browsers - Current Versions
  • Microsoft Edge
  • Firefox
  • Safari - Apple/Mac Users only
  • Google Chrome

Q: How do I deposit funds?
A: We have a variety of options available to you, including:

Mail a Check: (Available for eCD and eChecking only)
Make checks payable to “VirtualBank”, or endorse checks made payable to you and write “For Deposit Only” on the back. Write your account number on the back of the check. Please remember we do not accept cash, credit card checks, money orders or checks drawn on foreign banks. Send to VirtualBank in a deposit envelope provided or mail to:

ATTN: DEPOSIT SERVICES
VirtualBank
P.O. Box 109638
Palm Beach Gardens, FL 33410
 
Direct Deposit: Contact your Human Resources Department for payroll or contact the appropriate entity for pension. Complete and return the direct deposit form to your employer or agency. VirtualBank does not accept cash, credit card checks, or checks drawn on foreign banks.

Q: How and where do I make cash withdrawals?
A: You can withdraw money from any of the 700,000 ATM locations worldwide. You can also request cash back from a merchant upon using your debit card for a point-of-sale purchase. 

Q. How do I withdraw funds?
A. (These methods of withdrawal do not apply to the eMoney Market or eCD accounts)
Use ATM/Debit Card: Access to over 700,000 ATM locations worldwide in the PLUS, PULSE, NYCE and STAR networks. Access to over 23 million VisaⓇ merchants worldwide.
Bill Payment: Login to online banking from a computer and select "Bill Pay".  You will then have the option to pay an existing payee, or add a new payee to setup a one-time payment or a recurring payment.  You must have an eligible account to use our bill pay service.

Q: How do I view my bank statements?
A: Your account statements and check images are provided to you online each monthly statement cycle with no service fee. Paper statements and check copies are available for mail delivery for a fee. 

Q: Are deposits FDIC insured?
A: Yes. We are insured by the Federal Deposit Insurance Corporation (FDIC). First Horizon and its banking divisions, IBERIABANK and VirtualBank, are the same FDIC insured institution and deposits held by First Horizon or under its trade names, IBERIABANK and VirtualBank, are not separately insured, but are combined to determine whether a depositor has exceeded the $250,000 federal deposit insurance limit, per depositor for each ownership category. Our FDIC certificate number is 4977 and is registered under First Horizon Bank. For additional information, visit the FDIC Website ('http://www.fdic.gov') or call them at 877-ASKFDIC (877-275-3342). 

Q: Can I open a business account?
A: At this time, VirtualBank offers personal accounts only. 

Q: Do you open accounts for people outside of the United States?
A: To open an account at VirtualBank, you must be a U.S. citizen and maintain a U.S. residence and have a valid social security number.