Denali Online Frequently Asked Questions


Q: What is Denali Online?    

A: Denali Online enables a Denali State Bank customer to access accounts via the Internet.

Q: Who can use Denali Online? 

A: Anyone who is a Denali State Bank customer may sign up for and have access to their accounts through Denali Online.

Q: Can business customers use Denali Online?  

A: Yes.  The same great features of Denali Online are available to our business customers.  Because of their special needs, our business customers have access to some electronic payment methods not available to personal account-holders.  The person opening the Denali Online account must be authorized by the business to do so.

Q: Can I view business and personal accounts with one Online Account?             

A: Yes, but a separate fee is charged for personal and business.  We consider business and personal accounts as separate relationships.  If you would like to combine your business and personal accounts, we will be happy to arrange that for you.

Q:When is Denali Online available for use?                                                                      

A: In most cases, Denali Online is available 24-hours a day, 365 days a year.  However, the system may be down periodically for maintenance or for other reasons beyond our control.  We process and update your Denali Online transactions only on business days.  Our business days are Monday through Friday, excluding legal holidays. 

Q: How current is the information in Denali Online?                                                       

A: The information displayed in Denali Online is online/real time information.  You will see transactions post to your account throughout the day as they occur.  The available balance on your checking and savings accounts will change throughout the day based on your activity.  As you use your VISA® Check Card, use the ATM, or transfer funds between accounts, your available balance will be updated to reflect that activity.

Q: I am having trouble accessing Denali Online.  What should I do?                         

A: If you are having problems accessing Denali Online, check to see if you can access other web sites.  If you cannot, contact your Internet Service provider. 

If you can access other web sites but cannot access Denali Online, the system is either offline or we are experiencing a temporary disruption of service.  Please try again later.

If the problem persists, please contact Denali State Bank at 907.458.4236.  Representatives are there to answer your calls Monday through Friday from 8:00 am to 5:00 pm.

Q:Can I change my ID?                                                                                                           

A: Yes, you can.  To change your 12-digit Denali Online ID to a name or number that is easier to remember, but not so easy that others may guess it, go to the 'Options' tab and type in your new ID in the 'Personal ID' field.  Once entered, you can use your new ID to login to Denali Online.  (You can still login using the 12-digit login at any time).  

Q: How often do I have to change my Denali Online Password?                                

A: Maintaining the privacy of your bank information is important.  For security reasons, you should change your password every 60 days.  However, you do not have to wait 60 days to change your password.  Your password should be something you can remember, but that others cannot guess easily.  For instance, do not use your name, initials, name or initials of family members, dates of birth, social security number, phone number, address, etc.  Mixing special characters and numbers with alphabetic characters increases the complexity and security of your password.  You may change your password by going to the 'Options' tab and typing in your new password in the 'Password' field.  You will have to type it twice.

Please do not share your Denali Online Password with anyone.  If you think someone knows your Password, change it.  Read here for more information about your Privacy & Security.

Q: What do I do if I forget my Denali Online Password?                                              

A: If you have forgotten your Denali Online password, contact Denali Online Customer Support at 907.458.4236 Monday through Friday from 8:00 am to 5:00 pm.

Q: Why doesn't my Denali Online Password work?                                                        

A: There could be several reasons.  You may be entering the wrong password.  You could also be locked out of Denali Online.  You are allowed three login attempts.  On the third invalid attempt you are locked out of Denali Online.  In addition, if you have not logged into Denali Online in the past 60 days, you will be locked out of the system.  If you get locked out, please call Denali Online support at 907.458.4236 and ask that your account be unlocked.  You may call support Monday through Friday from 8:00 am to 5:00 pm.

Q: What happens if I forget to log out of Denali Online?                                                

A: You should always log out of the system if you are going to be away from your computer for any length of time.  If you forget to log out, the system will automatically log you out after ten minutes.  Your current session will become inactive and you will be need to log on again.

Q: Where in my Denali Online do I go to look at transactions that have posted to my account?                                                                                                                            

A: To view transactions that have cleared your account since your last statement, click on the drop down 'Select Activity',  then select 'Transactions'.  Once you have selected an activity, there are more options from the 'Transactions' tab on the menu bar across the top.

Q: There are items that show up on my account history that I do not understand.  What are they?                                                                                                                          

A: These are "real time" transactions, such as ATM transactions, teller transactions (displayed in your account history as VRTXTLR), Online Banking transfers, and VISA® Check Card transactions, to name a few.  These transactions are immediately posted to your account and show up in your account history.  A more complete description will display once the entire bank has performed daily record updates.

Q: On a normal business day, how late can I make a funds transfer?                       

A: All transfers requested before 7:00 pm Alaska Standard Time will be processed that day.  Any transfers after that time will be honored the next business day.

Q: Who can I pay using Denali Online Bill Pay?                                                               

A: You can pay any business or person, even if the do not accept electronic payments.  All you need is the payee's name and mailing address, and your account number with them.

Q: How many days in advance should I schedule my payment?                                

A: You should allow time for your payments to process.  For a payment made by check, you should allow 7 - 10 business days.  For an electronic payment, you should allow three business days.

Q: How do I know whether a payment will be made electronically or by check?    

A: Our bill payment service determines which payments are made electronically or by check.  When adding a payee, you should search the Payee database.  If your payee is listed, under the column labeled 'Type', the method of payment is clearly listed.   

Q: When I pay a bill, when does the money come out of my account?                      

A: If the payee is paid electronically, the funds come out of your account the day your payment is made.  If the payee is paid by check, the funds will come from your account two days after the check is mailed.

Q: What is the bill payment cut-off time?                                                                            

A: Payments made before 12:00 pm Alaska Standard Time will be mailed the same day.  Payments made after noon will be mailed the next business day.

Q: Do I need to re-enter payee information each month?                                              

A: Only if the payee information changes.  The payee information will remain in Denali Online until you delete it.  The only thing you will need to change each month is the amount you wish to pay and the date you wish to pay.

Q: Who do I contact if I have a problem with Bill Pay? 

A: If you have a problem with Bill Pay, call Denali Online Support at 866.211.1502.  Representatives are there to answer your calls Monday through Friday from 8:00 am to 5:00 pm.

 

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