As part of our Mobile and Online Banking update, some members may experience issues signing in—such as a password not being accepted, multi-factor authentication (MFA) codes not arriving, or the password reset flow not completing. If you’re unable to log in, the fastest option is to start fresh and re-enroll in Personal Digital Banking. This creates a new User ID and password and can restore access more quickly than waiting for phone support. 

How to re-enroll via Online Banking or the Golden 1 Mobile app 

1. Open the Mobile app or visit Golden1.com and select the Login button, then choose “Enroll in Digital Banking.” 
2. Enter your full SSN when prompted. We don’t typically ask for this information, but this is an added security step to help ensure your account's safety. 
3. Enter your full account number, book number, or debit card number. 
4. Complete multi-factor authentication verification (choose to receive a one-time passcode via text message, phone call, or email). 
5. You may be asked to complete a secondary identity verification step, such as uploading a selfie or a photo of your legal ID. 
6. Once your identity is confirmed, you’ll create a new User ID and password, and you should be able to log in. 

If you re-enroll and still can’t access your account, please contact us through your usual support channels and we’ll help. 

As part of our Mobile and Online Banking update, all existing Bill Pay and Transfer settings--including recurring payments and payees--have been assigned to your account’s primary owner. If you are a joint account holder who uses Bill Pay, you will need to re-enroll your payees and preferences under your own login.
 
Joint account holders will not see past Bill Pay payment history or details. That can be surprising—but don’t worry, any payments you previously scheduled are still scheduled to move as you intended. Once a payment is processed and posted, the transaction will appear in the account history and be visible to all users with access to that account.
 
Please note: If both account holders set up the same Bill Pay or transfers separately, there is a risk of duplicate payments being sent. To avoid this, please coordinate your activity together.

After a recent system upgrade, some joint account holders may temporarily have a lower default Zelle® sending limit while the higher limit remains with the primary account holder. We’re correcting this and expect it to be resolved in a few days. No action is required.

Keep everything simple and organized by setting up nicknames for all of your accounts. Here's how:

In Online Banking:

1. Click “Settings” in the upper right-hand corner, then select “Accounts.”
2. From the drop-down menu, select the account you would like to name, and a box will appear where you can update your preference.
3. Click “Manage Account,” then click “Rename” (in the app) or the pencil icon (in Online Banking) and edit the account name.

In Mobile Banking:

1. From the Accounts screen, select “Edit accounts.”
2. Click the pencil icon of the account you would like to rename.
3. The account’s Nickname will appear (for example, it might say “Savings”). Delete that name and replace it with something new.

When logging in for the first time, you'll need to type in your current user ID and password before you can set up your Face ID and Touch ID login.

Most features will be ready for you with minimal disruption. If you're the primary owner of an account, your existing recurring scheduled transfers and settings for tools like Zelle® will be carried over. If you're a joint owner, after your first login you'll set up your own access, preferences, and schedules for tools like Zelle®, Bill Pay, Card Controls, external transfers, and alerts. And if you use Savvy Money, you'll need to re-enroll. For all users, Budgets and Budget Categories will need to be established.

The new and improved experience will replace what you use today. If anything feels unfamiliar at first, don’t worry. We’ll help you get comfortable with every new aspect and support you with any questions you have along the way.

Depending on your browser, here's how you'll find your saved passwords. 

Chrome

1. Open Chrome.
2. Go to chrome://settings/passwords.
3. Use the search bar to find our website.
4. Click the eye icon to view your saved password (you may need to enter your computer password).

Safari (Mac)

1. Open Safari.
2. Go to Safari > Settings > Passwords (you may need to use Touch ID or your password).
3. Search for our website to view your saved password.

Firefox

1. Open Firefox.
2. Click the menu (☰) > Passwords.
3. Search for our website and click the eye icon to view your password.

Microsoft Edge

1. Open Edge.
2. Go to Settings > Profiles > Passwords.
3. Search for our website and click the eye icon to reveal your password.

Here are the quickest ways to get support.

1. Start by making sure you've viewed the resources and information on this page.
2. Check out the Help Center to find additional self-service information, including more FAQs and tutorials.
3. Stop by your local branch. We've added business hours to branch locations during the transition. Extended hours will be available at branch locations on Saturday and Sunday, February 21–22 and February 28–March 1, from 10 a.m. to 5 p.m.
4. Or give our Member Service Contact Center a call. We will be staffed 24/7 throughout the transition. Please note that wait times may be longer during peak mid‑day hours. For faster service, consider calling early in the morning or later in the evening.
   
   1 (877) GOLDEN 1 / 1 (877) 465‑3361