Frequently Asked Questions

Penny is our chatbot, implemented in October 2024. Penny is a digital banking assistant available 24/7 to answer a wide range of banking questions.

Penny responds based on keywords in your questions or statements. During regular business hours, you can also chat with a representative by typing "I want to speak to a person" or "Agent." A green button will come up that says "Chat With Us!" – click on that and you'll be added to a queue to be connected with a representative.

To access Penny, log in to our internet banking or mobile banking.

• Internet Banking: Once you are logged in to our internet banking, Penny will show up on the lower right-hand side of your screen. To launch Penny, simply click on her icon and it will launch the chatbot.
• Mobile Banking: Once you are logged in to our mobile banking app, Penny can be launched by clicking “More” on the bottom menu bar and then clicking “Chat With Us!” to launch the chatbot.

Having an up-to-date web browser helps protect your computer from being attacked and gives you access to the newest features that the browser has to offer.

Most common browsers automatically check for and install updates in the background by default. Here are step by step instructions on how to manually update common browsers:

We upgraded to a new online banking provider to offer a more powerful and personalized experience with innovative features and tools.

The upgrade went live on November 13, 2023.

The new online banking solution will include several enhancements and new features, including:

• A seamless, personalized banking experience
• Quicker access to key features, making it easier to find the information and tools you need
• Financial wellness tools to help you set goals, manage budgets and more
• An enhanced mobile app allowing you to deposit checks, locate an ATM to withdraw cash from, manage receipts and more

Yes. Once the upgrade was complete, you were prompted to download the new app upon launching your existing app. You can also go to the App Store or Google Play and search ‘Waukon State Bank’, ‘Waukon’, ‘Viking State Bank & Trust’, ‘Viking State Bank’ or ‘Viking’ to download the new app. The new mobile app has an icon of a joint logo with a white background.

We may have outdated contact information for you on file. Please contact us at 563-568-3451 (Waukon) or 563-387-0191 (Viking) or visit one of our locations in person to confirm and/or update your contact information with us.
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You do not need to re-enroll in Waukon State Bank and Viking State Bank & Trust’s Online Banking; however, there are some steps you will need to take to access your accounts.

There are a few steps you will need to take to access your accounts for the first time:

1. Log In: Use the login box on the Waukon State Bank or Viking State Bank & Trust websites. Your username will remain the same as it was on our old internet banking. If your username consisted of all numbers, you will be forced to change your username during the first-time login process.
2. Review and Agree: Review and agree to the new terms and conditions.
3. Create New Credentials: If you were not using all numbers for your username, you will be prompted to create a new password. If you were using all numbers for your username, you will be required to create a new username. See the requirements below.
   1. Username Requirements:
      1. Must be at least six (6) characters long
      2. Must contain one letter
      3. Can contain letters, numbers, and any of the following special characters: @$*_-=.! ~
      4. Cannot contain any spaces
   2. Password Requirements:
      1. Must be between 10 and 32 characters
      2. Must contain at least 1 uppercase letter, 1 lowercase letter, 1 number, and 1 special character
      3. Cannot contain any spaces
      4. Cannot contain the username
      5. Passwords are case sensitive
      6. Passwords do not expire
      7. There is no policy about password reuse
4. Verification: Enter your phone number or email to receive a one-time verification passcode.
5. Complete Verification: Enter your one-time verification passcode. You will then have the option to register your computer and browser, allowing you to skip the one-time verification process on that device. Please select accordingly depending on the device that you are using.

If you have already enrolled in online statements, once you log in to the new system, you will be able to easily access past and current statements from the navigation. If you have not yet enrolled in online statements, you can do so by logging in to your internet banking. Go to the Additional Services tab or to the Online Statements button when in the Account History for each of the accounts you would like to receive eStatements for. When you open the statement the first time, view the Terms and Conditions and when you actually click on the first statement you want to view, you will have to verify that you can open and read the statement. You will need to do this for each statement you open the first time.

All bill pay information, including payees and payment history, converted to the new system. You did not need to re-enter your information. For added peace of mind, you may have wanted to print or write a list of your payees, including payment amounts and due dates, so you could easily verify them in the new system.

You can send payments to any individual or business in the United States—including large companies and small companies, as well as individuals such as childcare providers or family members. Bill pay sends payments electronically whenever possible. If the recipient cannot receive electronic payments, a check will be printed and sent from the bill pay system to the payee address you provided during the payee setup process.

You cannot use bill pay to pay any company or individual with an address outside the United States or its territories.