FAQs
Common Questions:
All alerts that re setup within our new online banking system are scheduled to go out at 6 a.m. and 11 p.m.
The base multi-factor authentication tool does not accept a foreign number when confirming your identity. However, you may use a foreign phone number when using an authenticator app such as Google Authenticator, Authy, and Duo. Learn about authenticator apps with this FAQ.
When using a smaller mobile device, such as an iPhone SE, the screen will auto adjust to render features and functionalities properly. This will cause some features to no longer be visible on the screen, however, they will still be accessible simply by scrolling and or swiping up and down and from side to side.
If receiving an error after inputting your information on the ‘Confirm Your Identity’ screen, it could be because of the following:
- The username and/or personal information was entered incorrectly or does not match our system. Double check to ensure all information has been entered correctly.
- Ensure you are logging in and validating with your own credentials and information. Online banking is individualized, and each member is recommended to have their own profile with their own credentials, regardless of whether their accounts are single or joint.
- For a business profile, ensure you are entering your organization’s tax ID or EIN when validating. If your organization does not have a tax ID, please enter your Social Security Number. If your organization has a Tax ID but you have received an error at this screen, try again with your SSN.
Our platform will support the last two versions of the following browsers: Google Chrome, Firefox, Microsoft Edge, Safari, Chrome for Android, and Mobile Safari for iOS.
We would first recommend ensuring that the correct, most recent code you received was input correctly. If received by text message, ensure you are entering the code within the text message and not the phone number from which it originated. There is a five-minute time limit to enter the first-time login password before it expires; if it has expired, we would recommend the “Resend Code” option.
Existing alerts will not automatically convert to the new platform. Alerts can be set up in the new platform through the ‘Alerts’ module.
Your card controls will continue to work for the first 30 days after the online banking conversion. If you would like to continue using your card controls, you will need to re-register within the first 30 days.
To prevent unauthorized access to your profile, you may be prompted to receive a multifactor authentication code as the new platform learns your login behaviors and frequent devices. You may also occasionally be prompted in-session when performing certain types of transactions. We recommend selecting “Remember Me” when logging in with trusted devices to reduce the frequency of multifactor authentication prompts.
Yes, your currently scheduled payments will convert over to your new online banking profile. We would recommend verifying your scheduled Bill Pay payments to ensure the payments you expect to see have been converted properly.
The options that will be available in card management at launch will include Block / Unblock Card, Update Registration, and Update Alert Thresholds. New features and controls will be introduced in subsequent months.
Yes. However, you will no longer automatically receive failed transfer Alerts. If you wish to continue to receive failed alert notifications, you will need to go to Alerts > Transfers and select the “Transfer Fails” notification. In addition, you can now also request a “Transfer Succeeds” Alert and be notified when your transfer has been processed successfully.