Common Online Banking Questions:
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After you have added a payee, the payment method for that payee will be indicated. Payments will be sent either via a standard check or electronic (for larger payees that have a relationship with our Bill Pay provider). For payments sent via check, the funds will be withdrawn from your account once the payee has negotiated the check and it has gone through the clearing process. Please note we cannot select a specific bill pay method, it is automatically determined based on the payee and account information provided.
This is an expected experience. At conversion, the system will need some extra time to sync your bill pay information. This process can only begin when you log into Online Banking and access the Bill Pay Tab. This could take up to 20 minutes to synchronize your data.
If a scheduled payment is scheduled to go out on a holiday, it will be processed on the business day before the holiday.
Existing PopMoney payees will not convert to the new platform. Person to Person payees can be added through the ‘Pay a Person’ option through the new Bill Pay platform.
If your password meets the new platform’s requirements, you will be able to input your existing password.
The password must be:
- Eight characters in length
- Contain one lowercase letter
- One uppercase letter
- One special character
- One number
We recommend always picking a strong password, not reusing passwords from other sites, and never sharing your password with others.
With the new platform you can expect a modern, intuitive interface to view and manage your accounts online and through the mobile app. There will be no changes to any of your accounts or account information.
To login to the new platform for the first time for a personal profile, the following will be required:
- Your current username
- Personal information to validate your identity
- Access to receive a text or automated phone call to one of your phone numbers on file OR access to receive an email to the email address we have on file
Yes, all active, primary users will automatically convert to the new platform on June 21st. Inactive users who have not logged in to our previous platform in over 12 months can re-register beginning July 21st. Secondary users created by a primary user will not convert; the primary user can establish a ‘Shared Access’ user after logging in to the new platform for the first time.
Secondary users are created and maintained by a primary, registered user. These secondary users have their own credentials, but their profile is dependent on their creator. Non-business (personal) secondary users created in the previous platform will not automatically convert. Once the primary user has logged in to the new platform for the first time, they can establish a ‘Shared Access’ user through the Settings module.If the secondary user is a People’s member seeking to access their own accounts online, we would recommend they register for their own profile beginning July 21st.
For active users converted to the new platform, simply enter your existing username and password, and click “Log in.” Once the required information has been input and successfully validated, you will be prompted to receive a one-time temporary password via email, text, or automated phone call to verify your identity.
After you enter the one-time temporary password, you will be prompted to choose a password that meets the minimum requirements listed. This password can remain the same as the password from the previous platform if all requirements are met.
All primary users who were active on our previous platform will not need to re-register on the new platform; they will login and go through the first-time login flow which will validate their information and require them to create a password.
Primary users who were inactive (had not logged in in over 12 months) can re-register beginning July 21st. Secondary personal users can be re-created as a ‘Shared Access’ by the primary user after their initial login to the new platform. If the secondary user is a People’s member who would like to access their own accounts online, we would recommend they register for their own profile.
For the first-time login to the new platform, this typically indicates that the username is not found in the system. This could be because of the following:
The username was entered incorrectly. Double check to ensure the username has been entered correctly.
The username was inactive on our previous platform and had not logged in in over 12 months. You can re-register and create a new profile..
The profile is a secondary user profile. If you are the secondary user on a business profile, the primary/master business user must log in first and reset the credentials for any secondary users. If this is a secondary user for a personal profile, the new must profile must be created by the primary user as a ‘Shared Access’ user. If the secondary user is a People’s member who would like to access their own accounts online, we would recommend they register for their own profile.t
