Frequently Asked Questions
General
1. What are the changes?
We have transitioned to new banking software and digital platforms to elevate your banking experience. This change marks a pivotal moment for us, bringing about enhancements and innovations to serve you better. You can expect:
-Contactless Debit Cards - making transactions quick, effortless, and secure!
-Card Management - turn your card on and off, get instant alerts when your card is used, and set spending limits.
-Enhanced Online + Mobile Banking experience - updated layouts and navigation features that gives you the ability to take control of your finances on your own time.
-And much more...
2. When are the changes taking place?
The new system is live as of June 10. You are now able to download the new app and log in to the new system.
3. I have further questions, how do I contact you?
Your feedback is invaluable to us during this time. As we embark on this journey, we want to ensure we meet your expectations every step of the way. Please contact us at 888-801-8112 if you have questions. Our Contact Center will have extended hours beginning on Monday, June 10th through Friday, June 14th, 6 a.m. - 8 p.m. to assist you.
Your feedback is invaluable to us during this time. As we embark on this journey, we want to ensure we meet your expectations every step of the way. Please contact us at 888-801-8112 if you have questions. Our Contact Center will have extended hours beginning on Monday, June 10th through Friday, June 14th, 6 a.m. - 8 p.m. to assist you.
Contactless Debit Card
1. How will I receive my new contactless debit card?
You will receive your new debit card in the mail prior to June 10th.
2. When can I activate and begin using using my new debit card?
You may activate your new contactless debit card and set your PIN on or after Monday, June 10th by calling 1-800-290-7893.
You may activate your new contactless debit card and set your PIN on or after Monday, June 10th by calling 1-800-290-7893.
3. Will my new debit card have a new number or will I be able to keep the same number?
Our new contactless debit cards will have new numbers; therefore, you will need to update anywhere you currently have your card information saved to ensure that you do not have any payment interruptions. With your new debit card, your transactions will be quick, effortless, and secure.
4. Will I still be able to insert my card via the chip or swipe my card?
Yes! While our new contactless debit cards offer a convenient and speedy way to make payments, you can still use your card's chip or swipe functionality just like before.
Accounts, Transactions and Transfers
1. Will my previously scheduled transfers be in the new system?
Yes, fund transfers established through the current online banking site will be converted to the new online banking system.
2. Where will I see my transactions?
On the home screen, the transaction list includes transactions from all of your accounts. You may view transactions from specific accounts by clicking on the account name.
3. In the new system, how far back will my account history go?
Two years of account history will transfer with the conversion.
Online Banking & Mobile App
1. How do I sign in to Online Banking for the first time on the new online banking system?
On or after June 10th, follow the following steps:
On or after June 10th, follow the following steps:
- Visit the homepage of our website to sign in from a computer, or visit the App Store or Google Play and download our new mobile banking app.
- Enter the Username that you established for your Internet Banking account in our previous system in the Username field.
- In the Password field, enter the last four digits of your tax ID number. This is your temporary password.
- Establish a new password: the screen will indicate that your password has expired and must be changed. Follow the prompts to establish a password for the new system. Please note: Not all special characters are acceptable. Click “Show Rules” when you re-establish your password to ensure the password you choose will be accepted.
- Establish Two Factor Authentication: A code will be delivered by text or call to a phone number you provide. Ensure that you have access to this phone while you are completing this process. You may also use the Authy app on a PC. This code may not be delivered to an email address.
Note: You will only need to complete this process once. Your login credentials will be the same whether you log in from a computer or the app!
If you had our previous online banking login page favorited or bookmarked, you will need to remove it and save the new online banking login page on or after June 10th
2. Do I need to download a new mobile app?
Yes, visit the App Store or Google Play to download our new mobile banking app on or after June 10th.
Bill Pay
1. Will my bill pay information convert to the new system?
Bill pay information for active bill pay users will transfer to the new bill pay system, however, we encourage you to review all bill pay information on or after June 10th.
2. Will I still receive my eBill?
eBills will need to be reestablished in the new bill pay system on or after June 10th.
eStatements
1. Will my eStatements convert to the new system?
No, eStatements will not convert to the new online banking system. Please download any eStatements you wish to keep prior to June 6th.
Alerts
1. Will my existing alerts transfer to the new system?
Any alerts established in the previous system will not transfer to the new system. You may reestablish balance and transaction alerts in the new system beginning on June 10th. When using our mobile app, you’ll need to enable notifications in order to receive alerts.