Frequently Asked Questions (FAQs)

Why can't I log into my online banking account?

You need to first make sure you are entering the correct Internet Banking ID. After submitting the Internet Banking ID, please verify that you are seeing the correct personal image. If the image is not the one you remember choosing, then you are entering an incorrect Internet Banking ID. After verifying the image, please submit the password again.

As a security measure, Online Banking accounts are locked after three unsuccessful attempts to sign in. Your Online Banking account will have to be unlocked manually and have the password reset. Please contact Internet Banking Support at 540-778-2294.

How do I reset my password?

You do a password self-reset at any time. First, setup a personal reset question and answer. After logging into your online banking account, click on the "Options" tab of the menu and in the first section labeled "Modify Personal Settings". Next fill in the blanks for the "Password Reset Question" & "Password Reset Answer", then click on the "Submit" button at the bottom of the page. When you use self-reset, the password is reset to the last four digits of the primary account holder’s social security, or tax ID number. 

Your local branch can also reset your password; give them a call, they will be happy to assist you.

How do I enroll in E-Statements?

Log into your online banking account and click on the "E-Documents" tab. Underneath E-Documents, click on the "Sign Up/Changes" tab. On this screen you'll be able to check the "Enroll All Available Accounts and Document Types Show". You should also have a list of your available accounts that you can choose to enroll in E-Statements. Once finished, click on the "Save Settings" icon to save your changes. Your next month’s statement(s) will be sent to your e-mail address that we have on file, along with a one-time paper statement for comparison.

What should I do if my card is lost or stolen?

It happens to the best of us. If your card has been compromised, follow the recommendations on our Lost/Stolen Card page.

How do I find my account number and routing number?

The routing number is the first set of 9 numbers on your check (including the 0). The account number is the second set of 7 numbers on your check. Learn more at investopedia.com

How do I order checks?

There are two convenient ways to order more checks. To order checks by phone, call 540-778-2294. To order checks online, visit checkprintingsolutions.com/instacct/login.

What information is needed for a wire transfer?

A wire transfer requires your name, account number, tax ID or social security number, address, and telephone number as well as the recipient’s name, address, bank name and address, bank routing number, and bank account number. Include special instructions, if any.

How do I start or switch direct deposit?

To add or modify direct deposit, you will need to provide your HR department’s phone number or submit a form from the employer.

What functions are available on the mobile banking app?

From the Pioneer Bank mobile app, you can view balances and account activity, make mobile deposits, pay bills, securely transfer funds, locate the nearest ATM, and more.

Is there a daily dollar limit for ATM withdrawals?

The ATM withdrawal limit is $300 per day.

How can I dispute a credit card transaction?

To dispute a credit card transaction, complete a Debit Card Dispute form at your local branch.

How do I protect my accounts from fraud?

The simplest way to protect your bank accounts from fraud is to not give out any account information to any insecure company or website. To verify that a site is secure, look for the lock icon to the left of the URL in your browser. Learn more common scams and frauds at usa.gov/common-scams-frauds.

Where are you located?

Pioneer Bank branches are conveniently located in Charlottesville, Harrisonburg, Ruckersville, Luray, Shenandoah, Stanardsville, and Stanley. Visit our Branches & ATMs page for branch addresses and phone numbers.


If your question is not listed, please contact us or visit one of our locations so we can assist you further.

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