FAQs

Q: Why am I unable to open a new account online with VirtualBank?

A: New account opening may be limited to existing customers and may have geographic limitations for new customers

Q: Why am I unable to open a new eCD with VirtualBank?

A: Currently, VirtualBank is only offering an eMoney Market product.

Q: How to enroll or re-enroll in online banking:

1. Visit virtualbank.com and select LOGIN / ENROLL (at top or in drop-down).

2. Enter your name, date of birth, social security number and click ENROLL IN ONLINE BANKING.

3. Select your preferred delivery for a confirmation code (mobile or email). Then, click SEND CODE.

4. When prompted, enter the six-digit confirmation code and click NEXT.

5. Create a username and password. 
   NOTE: You may use your current credentials if it still meets security requirements.

6. Verify your email and mobile phone contact information and click NEXT.

7. A second code will be sent to the mobile phone number you just verified. This code will not be sent to your email address. Enter the code and click NEXT.

8. AGREE to the SMS policy.

9. Review and accept the disclosures as shown on the page. Click FINISH to continue. 

For additional assistance, watch this video that outlines the process above.

Once you complete the re-enrollment process, you can log in with your newly established username and password to view account information in online and mobile banking. 

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? We 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:
You can contact us by email or 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 view my bank statements?

A: Your account statements 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: How do I keep my account from going inactive or dormant?

A: You just need to log into your account at least once every six months or schedule a minimum of one transfer in or out of your account during a twelve-month period. Interest posting do not count as a transaction. Transfer minimum is $1.00.

Q: Are deposits FDIC insured?

A: Yes. We are insured by the Federal Deposit Insurance Corporation (FDIC). First Horizon and its banking division VirtualBank, are the same FDIC insured institution and deposits held by First Horizon or under its trade name 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: Currently, 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.

Q: How many co-owners and beneficiaries can I have on my account?

A: Currently, VirtualBank only allows one co-owner and up to four beneficiaries per account.