Troubleshooting

For security, accounts are temporarily locked after five consecutive failed login attempts.

Wait 30 minutes and try again. The lockout will clear automatically.

If you have forgotten your password, visit the password reset page to create a new one.

If you are still locked out after 30 minutes, call us at +1 (888) 462-4968 and a specialist will verify your identity and restore access.

Check that the transfer amount does not exceed your daily transfer limit. Personal accounts have a $5,000 daily limit for internal transfers and a $2,500 daily Zelle limit.

Verify that you have sufficient available funds in the source account (pending transactions can reduce your available balance).

Confirm the recipient’s information is correct — even a single incorrect digit in a routing or account number will cause a transfer to fail.

If the transfer was a wire, ensure it was submitted before the daily cutoff (4:30 PM ET domestic, 3:00 PM ET international).

Try the transfer again. If it fails a second time, contact us for assistance.

Direct deposits from employers typically take one to two pay cycles to activate for the first time. After that, they are usually posted by 6:00 AM ET on the scheduled pay date.

Mobile check deposits made before 8:00 PM ET are generally available the next business day. Checks over $5,525 may be subject to a longer hold.

Incoming wire transfers are credited on the same business day they are received, but weekend and holiday wires are processed the next business day.

Check the Pending Transactions section in online banking or the mobile app — your deposit may be in process but not yet finalized.

If your deposit is more than one business day overdue, contact support with the deposit details so we can trace it.

Check your available balance. Even if your overall balance looks sufficient, pending holds (gas station pre-authorizations, hotel holds, etc.) may have reduced your available funds.

Verify that your card is not frozen. Open the mobile app, tap your card, and check whether the freeze toggle is on. Turn it off if needed.

Review your daily spending limits. The default debit card limit is $3,000 per day for point-of-sale purchases and $500 per day for ATM withdrawals. You can request a temporary increase by calling support.

If you are traveling and did not set a travel notification, your card may have been flagged. Set a travel notice in the app under Card Settings > Travel Notice, or call us.

If your card has been reported lost or stolen, it has been permanently deactivated. You will need to request a replacement card.

Visit the password reset page and enter the email address associated with your IOU National online banking account.

Check your spam or junk folder — the reset email sometimes lands there, especially with corporate email filters.

The reset link expires after 60 minutes. If it has expired, request a new one.

Make sure you are entering the correct email address. If you have multiple email addresses, try each one. Your registered email is the one that receives account alerts and statements.

If you still cannot receive the reset email, call us at +1 (888) 462-4968. A specialist can verify your identity and reset your password over the phone.

Make sure you are running the latest version of the IOU National app. Open the App Store or Google Play Store, search for IOU National Bank, and tap Update if available.

Restart the app by force-closing it and reopening. On iPhone, swipe up from the bottom and swipe the app away. On Android, open Recent Apps and swipe it closed.

Clear the app cache (Android: Settings > Apps > IOU National > Storage > Clear Cache). On iPhone, deleting and reinstalling the app achieves the same result.

Ensure your device is connected to the internet (Wi-Fi or cellular data). Try switching between Wi-Fi and cellular to rule out a network issue.

If the app still does not load, uninstall it and reinstall from the app store. Your account data is stored securely on our servers — reinstalling the app will not affect your accounts.

If the problem persists, the issue may be a temporary service disruption. Check back in a few minutes or contact support.

Do not respond to the email or call. Do not click any links, open any attachments, or provide any personal information.

IOU National will never ask for your full password, PIN, Social Security number, or one-time security codes via email, text, or unsolicited phone call.

If you received a suspicious email, forward it to [email protected] and then delete it.

If someone called claiming to be from IOU National and asked for sensitive information, hang up and call our fraud team directly at +1 (888) 462-7233 to report the incident.

If you have already shared personal or account information, call the fraud hotline at +1 (888) 462-7233 immediately so we can secure your account.

Visit our Security Center for additional tips on recognizing phishing, vishing, and other social engineering scams.