Frequently Asked Questions
- General Questions
- Loan Questions
- Digital Banking Questions
- VISA Account Updater Questions
- ATM Questions
- Debit Card Questions
General Questions
Q: Where are Bank of Marin branches located?
A: For a list of our branches, click here.
Q: When are Bank of Marin branches open?
A: For branch hours and a list of bank holidays, click here.
Q: How can I order checks?
A: You can order checks via Digital Banking, with a Branch Representative or for Personal orders call 877-838-5287 and Business orders call 800-252-3414.
Q: How can I open a checking and savings account?
A: Visit or call any branch for more information.
Q: What do I do if my card is lost or stolen?
A: See the Lost, Stolen or Compromised Card Page.
Q: What do I do if I think I am the victim of fraud or identity theft?
A: Immediately contact Bank of Marin and the 3 credit bureaus. Please visit our Fraud Prevention page for additional information.
Q: What is the telephone number for Touchtone Banking?
A: You can access our telephone banking system here.
Q: How can I apply for a job at Bank of Marin?
A: Please visit our Career page for information about current open positions.
Q: Can I get foreign currency at Bank of Marin?
A: Yes. Visit any branch to make your request at least 7-10 days in advance of your planned travel.
Q: Can I send an International or Domestic Wire Transfer?
A: Yes. Contact any branch for help.
Q: How can I ask for a donation for a non-profit, school, or charitable organization?
A: Please visit the Bank of Marin for Non-Profits page to learn more.
Q: Do you offer investment management, trust services and estate planning?
A: Yes, please click here to view information about our Wealth Management & Trust Services.
Q: How do I make a change of address?
A: Contact any branch or login to Digital Banking.
Q: Do you have credit cards?
A: Yes, we offer both personal and business credit cards; please check with a local branch or apply online. Learn more.
Q: Do you have business Prepaid debit cards?
A: Yes, please contact your local branch or click here to learn more about prepaid debit cards.
Loan Questions
Q: How do I apply for a commercial loan or commercial real estate loan?
A: Learn more about our Commercial Lending options here or speak to any Branch Manager for more information.
Q: Does Bank of Marin have home equity lines of credit?
A: Yes. Learn more about our Personal Lending products here or speak to any Branch Manager for more information.
Q: Do you have SBA loans?
A: We offer SBA 504 loans. Speak to any Branch Manager for more information.
Q: Does Bank of Marin offer home mortgages?
A: We do not offer Home Mortgages at this time. But we do offer Home Equity Lines of Credit and Construction Loans. Speak to any Branch Manager for more information.
Q: Do you offer Tenants in Common Loans (TICs)?
A: Yes, Bank of Marin offers fractional TIC financing for buildings located in San Francisco.
Q: Do you offer Floating Home Loans?
A: Yes, we offer floating home loans in select markets.
Digital Banking Questions
Q: What if I have problems with Digital?
A: Contact Customer Support for assistance.
Q: What if I can’t remember my password?
A: Click on the ‘Forgot Your Password’ link from the login page. If you are locked out, please contact Customer Support for assistance.
Q: How do I get started with Digital Banking?
A: For Personal Digital Banking enroll online by clicking the Login button above, or visit any branch. For Business Digital Banking, visit any branch or contact us to find the best solution for your business needs.
Q: What are the browser requirements for accessing digital banking?
A: Please see the Digital Banking Browser Requirements page.
Q: When will my account be debited for a Bill Payment?
A: If the payment is sent electronically your account will be debited at night on the day it is scheduled to be sent.
If the payment is sent by check your account will be debited when the check is negotiated (cashed or deposited) by the payee.
Q: How do I place a stop payment on a Bill Payment check?
A: The check is drawn on your account and you can place a stop using Digital Banking or by visiting any branch.
Q: Can I see a copy of a Bill Payment check after it has cleared?
A: Yes, you can view a copy of the cleared check in your transaction history or on your bank statement.
Q: Can I change the numbering on my Bill Payment checks?
A: Yes. Please contact Customer Support.
Q: What if I have a question about my Symantec VIP Secure access token?
A: Contact Customer Support.
Q: Why do I need a Secure Access code to login?
A: A secure access code, sent via email, text, or phone, ensures only authorized individuals can access accounts.
Q: Does a Secure Access Code expire?
A: A secure access code is only valid for 15 minutes. You can request a new secure access code at any time.
Q: What should I do if my Mobile App doesn’t work?
A: You can uninstall the app and then reinstall. If the issue still occurs, please contact Customer Support.
Q: Why did I receive an alert?
A: A Secure Access Code is requested when the digital banking platform doesn’t recognize the computer you are logging in from. When you enter the Secure Access Code for the first time, select ‘Register Device’ and this should resolve the issue. Please login to Digital Banking to manage your alerts. If you have further questions, please contact Customer Support .
Q: Can I use Digital Banking Internationally?
A: Yes. All you need is internet access.
Q: What do I do if I did not receive my requested Secure Access Code?
A: Contact Customer Support.
Q: How many invalid Password attempts do I get before I am locked out?
A: You will have 3 attempts. If after 2 invalid attempts, please use the ‘Forgot Password’ from the login screen to avoid being locked out of Digital Banking.
Q: Why am I asked for a Secure Access Code every time I login?
A: Make sure you are selecting ‘Register Device’ after entering your Secure Access Code during Login.
Also, check your browser settings to ensure you are not clearing your cookies, otherwise the system will think a new device is being used when login.
Q: Can I see my statements online if I am receiving paper statements?
A: Yes, Bank of Marin provides digital statements, tax forms and notices to all Digital Banking customers.
Q: How do I opt-out of Paper Statements?
A: Once logged into Digital Banking, click Statements & Notices from the menu, choose Delivery Preferences and follow the instructions.
Q: What is ‘Link Account’ on my home page in Digital Banking?
A: The Money Manger tool allows you to link accounts, including credit cards, retirement, loans, etc. from other financial institutions to give you a full view of your assets.
It also gives you the ability to categorize your Bank of Marin transactions.
Q: Is the Digital Banking messaging system secure?
A: Yes, this messaging system allows you to send sensitive information securely.
Q: Can Bank of Marin provide me with a Digital Banking Guide?
A: Yes, please contact Customer Support if you are unable to locate on the website.
Q: Can I transfer money from my Bank of Marin account to my other bank?
A: Personal Digital Banking – Yes, click transactions from the menu and select Funds Transfer. To set up an external account, click Account Services and choose External Account – Add.
A: Business Digital Banking – Depending on your business services you could use ACH, or Wire to transfer money.
Visa Account Updater Questions
Q: What is Visa Account Updater?
A: Visa Account Updater (VAU) is a service that facilitates the secure exchange of updated card information between participating merchants and Visa card issuers.
Please note: Not all merchants participate in automatic updates. Updates are not guaranteed by merchants before the next billing cycle.
Q: What if I want to discontinue or opt-out of the VAU service later?
A: You can opt-out of VAU at any time by notifying a bank employee or by calling ATM & Card Services at (866) 626-6004, Options 1, 1, 4.
Q: Is there a charge or fee for the VAU service?
A: No, this is a free service.
Q: Does the VAU service work for Mobile Wallets and Tokenization?
A: Yes it does.
Q: When will the changed information be shared with participating merchants?
A: Within 2 business days after the card number or expiration date changes.
Q: What information is being shared with participating merchants?
A: Bank of Marin will exchange only the card number and expiration date changes with VAU. VAU will then provide the information to participating merchants.
Q: How long does it take to activate VAU service?
A: ATM & Card Services will process the request within one business day of receipt.
Q: Can a business owner, signer, etc. opt-in all business Visa debit cards to VAU on behalf of the business?
A: No, only the individual linked to the card can authorize their card for VAU.
ATM Questions
Q: Where are Bank of Marin ATMs?
A: For a listing of ATMs, please click here.
Q: Can I use a Non-Bank of Marin card at a Bank of Marin ATM?
A: Yes, as long as the card has an affiliated network such as but not limited to Visa and MasterCard.
Q: Does Bank of Marin charge a fee for California EBT cardholder to use their ATMs?
A: No.
Q: What do I do if the ATM doesn’t dispense the money I requested?
A: If the transaction posts to your account, contact your financial institution to start the dispute process.
Q: Can I make deposits at Bank of Marin ATMs?
A: Yes, but only if you are a Bank of Marin customer making a deposit to a Bank of Marin account.
Debit Card Questions
Q: How do I activate my Visa Debit Card?
A: By first using the card with your Personal Identification Number (PIN) at any ATM or merchant location or by calling 800-654-5111 and entering your PIN for authentication.
Q: What if I can’t remember my Personal Identification Number (PIN) for my Visa Debit Card?
A: We have 2 options for you:
1. Conduct a PIN Selection/Change in person with an authorized Branch Representative
2. Request a PIN reminder to be mailed to you by contacting ATM & Card Services or any branch.
Q: What are the spending and cash limits on my Visa Debit Card?
A: Contact ATM & Card Services or any branch to obtain your specific limits.
Q: What if I have unauthorized transactions on my card?
A: Contact ATM & Card Services or any branch and we will promptly take action to resolve.
Q: Is there a fee for ATM withdrawals outside a Bank of Marin or MoneyPass network ATM?
A: Bank of Marin allows 6 free withdrawals per statement cycle. However, the other financial institution may charge their own fees. For more details, contact your local branch.
Q: Is there a fee for using my card outside the United States?
A: The is a 1% fee to exchange the transaction from US dollars to Foreign currency.
Q: Do Bank of Marin Visa Debit cards have chip technology?
A: Yes
Q: Can I use my Bank of Marin Visa Debit card in a mobile or digital wallet?
A: Yes, for more information click here.
Q: What do I do if my card is about to expire and I have not received a replacement?
A: Contact ATM & Card Services or any branch and we will promptly take action to resolve.
