Mobile & Online Banking Help

If you’re having trouble with the app, please make sure you’re using the latest version of our Mobile Banking app and the most recent version of your phone or device’s operating software.

Supported operating systems are:

• Android version 8.0 or newer
• iOS version 13.0

For security purposes, the app will only work with up-to-date specs as described above. If your phone or tablet cannot be updated to these specifications, please use Online Banking at golden1.com to access your accounts.

Our Mobile Banking app has been updated to fix known issues with biometric saving preference. You will receive a pop up display to inform you that the latest version 21.2.90 is available.

TIP: If you were having issues with Face ID or Touch ID, you will need to reactivate biometrics when you log in for the first time. If you were not experiencing issues with Face ID or Touch ID, you can log in using your previous biometrics setting.

If you are having trouble with Quicken or Mint, please disconnect from them then reconnect.

If you are having trouble with Plaid, Paypal, or Everydollar, please contact the vendor and have them troubleshoot.

To help you distinguish between your Golden 1 accounts within Mobile Banking and Online Banking, you may choose to edit the account nickname.

Follow these easy steps to add or modify an account nickname:

In Mobile Banking:

1. Log in to the Mobile Banking app
2. Tap Edit on the top left corner
3. Tap on the account you would like to nickname
4. Edit the nickname
5. Tap Save

In Online Banking:

1. Sign on to Online Banking
2. Click on the account you would like to nickname
3. Click on Account information
4. Edit the nickname
5. Click Save

You can also edit the nicknames by clicking Settings in the upper right hand corner, click Accounts to expand the menu, click on the account which you would like to edit the nickname, edit the nickname and click save.

We are aware of the trouble with Samsung Galaxy phones and we are working to resolve the issue. In the meantime, please try restarting your device.

At this time, updating your Out of Band Authentication phone number is disabled. Please call our Member Service Contact Center at 1-877-465-3361 for assistance. After successfully logging in and setting up your account, future phone number changes may be done under Settings.

After verifying and reentering your email address you may have received an email address change alert email. This was not an error, however you can disregard the email if the information is correct.

If you are having trouble logging in to our Mobile app, please try closing the app, and hard close our app and any other apps that are still open in the background of your phone by swiping up on all open apps. Then relaunch the app.

You will need to know your User ID to sign in to your account. If you do not know your User ID, please call our Member Service Contact Center at 1-877-465-3361.

At this time our mobile app is only supported on mobile phone devices. We apologize for the inconvenience.

Mobile Banking

1. Log in to the Mobile Banking app
2. Tap Manage Account Alerts
3. Tap on the toggle to enable Push notifications if not currently enabled
4. Tap Manage Delivery
5. Tap Add new phone number
6. Enter phone number and tap continue
7. For your protection an activation code will be sent to the phone number entered
8. Enter code and tap Verify

Online Banking

1. Sign on to Online Banking
2. Click Settings in the top right corner
3. Click Security Center
4. Select Account and Security Alerts from the menu options
5. Click on the Manage Delivery tab
6. Under “Text Message Alerts To” click on Add Phone Number
7. Enter phone number and click Next
8. For your protection an activation code will be sent to the phone number entered
9. Enter code and click Activate

iPhone/iPad

1. Visit the Apple App store
2. Search "Golden 1 Mobile"
3. Tap "Get" to download the app

Android

1. Visit the Google Play store
2. Search "Golden 1 Mobile"
3. Tap "Install" to download the app

We have been experiencing technical difficulties with opening new accounts through the Mobile Banking app. Please open an account on golden1.com or through Online Banking.

Mobile Banking:

1. Sign in to the Mobile Banking app
2. Tap Edit on the top left corner of the screen
3. Tap Sort on the top right corner of the screen
4. Press an account, hold and drag to reorder
5. Tap Done on the top right corner of the screen when completed

Online Banking:

1. Sign on to Online Banking
2. In the Accounts section, click on the title Name to sort the accounts

Mobile Banking

Your account transactions for the past 90 days are displayed in the Mobile Banking app.

Online Banking

Your account transactions for the past two years are displayed in Online Banking. In the “Date” drop down you can select to see transactions for the last 30 days or the last 90 days. To view transactions for the last 2 years, click the “Show Advanced” link and choose the dates you would like to view.

Account transactions beyond what is displayed in Mobile or Online Banking, can be found on your account statements.

If you are getting a USB/Debugging message on your Android devices, this is due to the additional security layer in our new app and is not an error. Please disable USB Debugging by going to: Settings > System > Developer Options > USB Debugging > Toggle Off

After the setting has been disabled, please hard close the app by swiping up and make sure it is not still running in the background, then relaunch the app.

If you continue to have trouble, please delete the app, perform a hard reset on your phone then download our app and try again.

If you forgot your password, please call our our Member Service Contact Center at 1-877-465-3361.

If you are getting a system unavailable error message when setting up security questions, make sure your answers to the security questions are letters only and that the answer is at least 5 characters long. Entering special characters or numbers may result in the system unavailable message.

If you have not signed in to Mobile or Online Banking in the past 12 months, you will need to re-enroll and reestablish your username and password.

App improvements to credit card information are coming soon. We apologize for the inconvenience.

There may be a delay or slowness when logging in to Online Banking from Apple devices as a result of the connection being established to auto saved passwords before the connection is established to your Online Banking account.

A new Android app update version 21.2.100 will fix a few of the issues causing the app to crash. Please log in to the Mobile Banking app. You will be directed to download the newest version. If you have automatic updates enabled on your phone, and the conditions for automatic update are met, such as connections to Wi-Fi and power source, the app will update automatically in the background.

If the Mobile Deposit icon is not present in your Mobile Banking app, it may be an indication of restrictions on your account. Please call us at 1-877-465-3361 for assistance.

At the time of the first sign on to the new Mobile and Online Banking, you will not be able to reset your password with the Forgot Password link. Please call our Member Service Contact Center at 1-877-465-3361 to have your password reset. After you have already signed on for the first time and for future sign ins, the Forgot Password link will be available.

With the switch over to the new Mobile and Online Banking, you will need to accept the Terms and Conditions and reestablish your security questions and Out of Band Authentication. This is a one time process and will only be required the first time you log in to either Mobile or Online Banking.

With the switch over to the new Mobile and Online Banking, account alert information did not get carried over and will need to be enabled again. Account alerts, Visa alerts and Budget alerts will need to be reestablished. Card Control alerts are not effected and remain enabled. If you had set up Visa Alerts, you will need to enable them in Card Controls.

With the switch over to the new Mobile and Online Banking, budget information such as amounts and categories did not get carried over and will need to be enabled again. We apologize for the inconvenience.

With the switch over to the new Mobile and Online Banking, transfer history information did not get carried over. Processed transfers can be found in the account detail information however transfer history has been reset and will only show transfer history of transfers from this point forward. We apologize for the inconvenience.