System Upgrade
Frequently Asked Questions
General
Q: How is the system upgrade beneficial to me?
A: We anticipate faster service times, new features and an improved experience for members after the upgrade. Check out some of the online enhancements here.
Q: Are your branch hours changing?
A: Temporarily. We will be closed Saturday 6/29 and 7/1 until 3 PM.
Q: I get direct deposit on the first, how do I get my money?
A: Any direct deposit items will be posted early on Friday 6/28 and made available for members.
Q: What are some new features that will be available?
A: Within online banking you'll be able to skip loan payments instantly, you'll have card controls to turn your cards off/on, mobile deposits will process faster thru our app AND we're bringing back cross-account transfers.
Q: What does system upgrade mean?
A: We're updating several of our systems to improve experience. These systems include our internal system used for processing account transactions as well as our online and mobile banking systems. These upgrades mean better services for you.
Q: Why are you doing an upgrade?
A: An upgraded system will allow us to integrate new technologies to serve you better and continue to offer leading products and services.
Q: Will my account and financial information stay secure during this process?
A: Absolutely. We believe we are enhancing our security and reliability with this upgrade. You can rest assured your information will remain secure.
Q: Will my funds still be insured and secure?
A: Absolutely. Yes. All funds remain insured and secure through NCUA up to $250,000 per member.
Q: Will I have access to my funds during this process??
A: Yes, with restrictions. Branches will be closed Saturday and until 3 PM on Monday. Cards should work, but temporary limits are in place for the weekend.
Q: What about automatic payments I have setup?
A: There are several different flavors of automatic payments and they may be treated differently.
Transfers/payments setup by credit union staff will be unchanged and will continue. Some of the behavior changes when there is not enough money for a full payment.
Automatic share/loan transfers in Online Banking you setup will need to be setup in the upgraded experience.
Loan payments setup online pulling from another financial institution will change. If setup to make a loan payment automatically, the payments will be setup to continue, but will not be visible in online banking. Call the credit union to cancel to change the transfers. If you made one-time payments with the loan payment tool, you will need to re-register to make payments. Once setup, the payments act like a transfer and will allow seamless money movement between accounts.
Account-
Q: Will my account number change?
A: No. It may look different with leading zeroes, but no changes will occur.
Q: Will my suffixes change?
A: Yes. The names of your loans and shares will stay the same, but the suffix number may change.
Q: Do I need to order new checks?
A: No. Your checks will continue to post and no changes are needed.
Q: Will the checks I already wrote clear okay?
A: Yes!
Q: Will I be getting a new debit/ATM card?
A: No.
Q: Do I need to update my information for direct deposit? What about my ACH payments?
A: We are working diligently to move everything over for you within the system for a seamless transition. Incorrect MICR numbers at other institutions/businesses may not post correctly
Q: Will my overdraft transfers still work? (ex. Savings to Checking or LOC to Checking)
A: Yes. We also may setup more overdraft options as requested.
Q: Do I need new deposit slips?
A: No.
Q: Am I still going to receive my paper statements?
A: Yes. Our upgraded digital experience makes signing up for electronic statements easier then ever. You will only get all e-Statements or all paper statements.
Q: Will my statements look different?
A: Yes. We're excited to update the look and feel of our statements. All of the same information should be present though with minor changes in descriptions.
Q: Will credit union loan payments still be mailed directly to the credit union?
A: Yes. No changes to our payment processing is occurring.
Q: Will I receive new loan payment coupons?
A: No. As always, members may request new coupons, and we are happy to help.
Loans & Cards
Q: Will I get a new credit card?
A: No.
Q: Will any of these changes affect my credit?
A: No.
Q: I pay my credit union loans thru another FI, do I need to update any payment information?
A: Yes. The suffix or loan id number will be changing. We will do our best to post previous loan numbers to the updated ones, but we suggest changing the information to match the new information.
Q: Will your ATMS be accessible during the upgrade?
A: Yes. There will be limited access from 6:00 PM on 6/28-6/30/2024.
Q: Will my PIN number change?
A: No.
Online Banking
Q: Do I need to re-register for online banking?
A: Yes. The process is simple and should take a couple minutes or less.
Q: Will my user name and password be the same?
A: No. You may be able to use the same information, but there are limitations on special characters and other requirements that may affect your options.
Q: Can I have multiple logins?
A: Yes. Only one user can register per account online and a second login must be assisted by the credit union. Call 360.533.9990 for help.
Q: Will all my accounts be linked?
A: Probably. We intend to allow a similar experience as you are used to and we have options to improve the experience. Call 360.533.9990 if you do not see an expected account.
Q: Are all of my bill payments going to transfer to the new system?
A: Yes. We encourage you to review the items after conversion to make sure everything came over as desired. Old bills and incorrect bills may be deleted.
Q: Are all of my scheduled payments going to continue?
A: Maybe. Check out the question in the general section. “What about automatic payments I have setup?”
Q: Will I still have access to Money Management?
A: No. The old Money Management system is being replaced with a new product. It should function similarly, but will not come over.
Q: Will I still have access to CreditScore?
A: Yes! The new access to the CreditScore product will likely have new features added soon after the upgrade too.
Q: Is the current mobile app going to stay the same or will I need to download a new app?
A: We're upgrading! You'll need to download the new app and reregister for online access.
Q: Can I still access my account online during the upgrade?
A: No. All online access will be unavailable from 6:00 PM on 6/28-7/1/2024 until about 10:00 AM.
Q: Is the current mobile app going to stay the same or will I need to download a new app?
A: We're upgrading! You'll need to download the new app and reregister for online access.
Q: Will I still be able to view my eStatements?
A: Yes. 36 months of e-Statements will still be available for access.
Q: Can I get early access to the new system??
A: Online banking access may be granted early, but all information will be old and some functionality will not work. You will also have to re-register after the upgrade weekend.
Q: When can I download the new mobile app?
A: The Apple store or Play store starting 7/1/2024.
Q: I have bills due during the system upgrade, can I set these up beforehand?
A: Yes. Please ensure all bill pay payments are scheduled to be paid prior to 6/25/2024 to ensure they are paid. Items after that date will likely not be paid unless scheduled after 7/1/2024. Please review all schedule bill payment items after the upgrade.