TECHNOLOGY
UP GRADE
Dear Member, As we have communicated recently, we will be performing a Technology Upgrade over the weekend of November 8 - 11, 2019. We are very excited to announce this Upgrade includes a new Digital Banking platform for online and mobile banking. Please read through the information enclosed to learn about the new Digital Banking platform, which includes our mobile banking app, Bill Pay, electronic teller and more. The decision to move to a new Digital Banking platform was very strategic to the credit union’s future. This new system was chosen specifically to allow Fox to enhance and add features members are requesting. With such an important system change, features may not be available immediately, however, please be assured we will be continually enhancing and releasing new features in 2020 and beyond.
DIGITAL BANKING The new Digital Banking, which includes online and mobile banking, has a robust, more user-friendly look and feel. This will provide a more consistent experience on any device and pave the way for future enhancements.
NEW! The ability to view and transact on all accounts you own or are authorized to transact on under one secure login, including joint, custodian, guardian, rep payee, business authorized signer, etc. NEW! Enhanced Security! The new Digital Banking platform has industry leading security features built seamlessly into its foundation to protect you, our member. To enforce this high level of security, each owner or person authorized to transact will need to create their own username and password. During the enrollment process, multifactor authentication will be used, which is a simple process that requires an additional text, call or email. NEW! Each individual user login can: Tailor account preferences and alerts to their needs. Group accounts in the way they would like to see them. View statements of all accounts they own or are authorized to transact on. Utilize the secure message center allowing users to have and save conversations with Fox.
HOW TO PREPARE FOR THE NEW DIGITAL BANKING x
It is very important the credit union has your up-to-date phone number(s) and/or email address. Please update this information as soon as possible. Q. How do I update my personal information before Friday, November 8, 2019, to successfully enroll in the new Digital Banking? A. Primary account owners (first name listed on the account) can update their personal information via online banking. Sign into online banking or the mobile app, go to the ‘Info Center’ and click on ‘Personal Information’. Joint account owners and other authorized individuals such as, custodians, guardians, rep payees, business authorized signers, etc., can update their information on our website at www.foxcu.org/upgrade and click on ‘Personal Information Update’, or contact a credit union representative at 920.993.9000 for assistance to successfully enroll in Digital Banking.
foxcu.org/upgrade
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LOGGING INTO DIGITAL BANKING FOR THE FIRST TIME Starting Tuesday, November 12, 2019, you can enroll in the new Digital Banking platform through the mobile banking app or by clicking the orange “Secure Digital Banking Login” button in the upper right hand corner at www.foxcu.org. Follow the prompts to identify yourself, create a new username (requested Login id), password, then read and accept the user agreement.
NEW! Once the steps above are complete, choose how to receive your secure access code, either by text, email or phone call to complete the enrollment process.
Choose a delivery method you can readily access. You can add additional delivery options in Security Preferences under Settings, once you have logged in.
Please select a target. I have a Secure Access Code Call me : (xxx) xxx-2887 Text me : (xxx) xxx-2887 Email me : youremail@gmail.com youremail@gmail. com
Q. NEW! Who can enroll in Digital Banking? A. Everyone who is authorized to transact on an account can enroll in Digital Banking and create their own username and password. Q. If I am joint on an account, do I still need my primary account owner’s Digital Banking username and password to access our accounts? A. No. As a joint owner you will need to have your own Digital Banking username and password, which will give you access to all accounts you own or are authorized to transact on.
OTHER DIGITAL BANKING FEATURES Q. What should I do to continue receiving eStatements? A. To continue receiving eStatements after the Upgrade, be sure to log into Digital Banking, click on “Electronic Documents” and choose “Statements” to read and accept the new eStatement agreement. Q. Will I be able to access past eStatements within Digital Banking? A. Yes. eStatements from December 2017 through October 2019 will be available to primary account owners by November 15, 2019. Q. What should I do to continue receiving account alerts (low/high account balance, direct deposit posted, etc.) after the Upgrade? A. To continue receiving account alerts, every user will need to recreate their own alert preferences. There are several new alert options from which to choose. Existing account alerts will not continue. Q. Will I still get my account notices, such as overdraft or late notices, electronically? A. No. After the Upgrade, all notices will be mailed. The ability to receive your notices electronically will be coming after the Upgrade. Stay tuned for details! Q. What happens to my account nicknames? A. Your statement will continue to show your prior nicknames. However, in Digital Banking, you will need to reestablish your nicknames because now each individual user can customize their own account nicknames. Q. How do I reestablish my nicknames in Digital Banking? A. There are multiple ways to establish nicknames within the new Digital Banking. One way is to locate the account to be nicknamed and click on the triple dot icon and choose ‘Nickname Account’. 9999
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FUNDS TRANSFERS Q. NEW! How will my existing recurring funds transfers work after the Technology Upgrade? A. After November 8, 2019, all existing automatic funds transfers will continue, but they will not be available in Digital Banking for editing or viewing. At this time, they must be managed by credit union staff. • These transfers happen at 10:00am on the scheduled day. • If the full transfer amount is not available, an attempt will be made at the end of the day and for the next five business days. • If your transfer falls on a Sunday or federal holiday, your transfer will process on the next business day. If you prefer to manage your transfers in Digital Banking, please contact the credit union after November 11, 2019, to cancel your existing transfers before creating new transfers in Digital Banking to avoid duplicates. Q. Can I create new and recurring funds transfers within the new Digital Banking? A. Yes. It’s as easy as choosing the accounts you want to transfer between, as well as the frequency. These new recurring transfers happen at 10:00am on the scheduled day (if the transfer falls on a Sunday or federal holiday, it will happen on the next business day). If for some reason funds are not available, the transfer will not happen. Q. How do I continue transferring funds to other Fox members whose accounts I am not joint on, in the new Digital Banking? A. You will also be able to transfer to other members, if they are enrolled in Digital Banking, without contacting the credit union. All you need is the other member’s email address, last four digits of the account number, and account type (checking, savings, etc.).
DIRECT DEPOSIT / ACH Q. Will I be able to see my direct deposit or ACH pending in Digital Banking? A. No. Viewing the status of pending ACH deposits and withdrawals is not available. After the Upgrade, you can create an alert to be notified by text, email, or phone call when your direct deposit posts to your account.
MOBILE BANKING APP Q. Will the upgraded mobile banking app have the same functionality as the desktop version of Digital Banking? A. YES! You will now have the same features whether you are on a desktop, tablet or mobile device. Q. Will my app need to be updated? A. Yes. You will need the latest version of our app; available in the Apple and Google stores after the Upgrade.
MOBILE CHECK DEPOSIT Q. Is mobile check deposit changing? A. Yes. Mobile check deposit will see an upgrade as well, making it even more convenient to deposit a check with your mobile device. Q. Will I have to re-enroll in mobile check deposit? A. Yes. Each user will have to re-enroll for mobile check deposit within the upgraded mobile banking app. After enrolling, you will be able to deposit a check into any of the accounts you own or are authorized to transact on.
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BILL PAY Q. I am a current Bill Pay user, what do I need to do? A. It is important you log into Digital Banking before November 30, 2019, to ensure your Bill Pay services continue. Once you sign into Digital Banking, after the Upgrade, your Bill Pay profile will be automatically linked and ready to use by the following business day. Even though you will see the Bill Pay menu option, please DO NOT re-enroll as this will create a new profile and will replace your existing Bill Pay profile. Q. I am not a Bill Pay user, but I would like to be. What do I need to do? A. If you currently are not a Bill Pay user, but would like to enroll after the Upgrade, please log into the new Digital Banking platform and click on the Bill Pay menu option to enroll and create a new profile. Q. Will Bill Pay change? A. All your payees and scheduled payments and eBills will remain. You will continue to access your Bill Pay through Digital Banking by selecting the Bill Pay menu option. • Prior payment history will NOT be available in Bill Pay. • Please save any Bill Pay history you may want. Q. Will the ‘Transfer Money’ section of Bill Pay change? A. Yes. If you use the ‘Transfer Money’ section of Bill Pay to transfer funds to accounts at another financial, these accounts and transfers will need to be recreated. Q. Will bill payments scheduled to be paid during and after the Upgrade still be processed? A. Yes. During and after the Upgrade, all scheduled and recurring payments will continue according to the schedule you set up, even if you haven’t re-enrolled in Digital Banking and Bill Pay. Q. Will I need to set-up my payments and payees again? A. No. Your current payees, scheduled payments, and recurring payments will continue after the Upgrade. Q. I use Popmoney within Bill Pay. Will this still be available? A. Yes. Popmoney payees and any scheduled payments will continue after the Upgrade.
TEXT BANKING Q. NEW! How is text banking changing? A. With the new Digital Banking, you can also enroll in text banking. Once enrolled after the Upgrade, you can text a code to 226563 and get a reply with your balance, recent transactions, or transfer funds to another account you own. The current 46247 text number and short commands will no longer work after the Upgrade.
ELECTRONIC TELLER Electronic teller will also receive an upgrade, allowing you to access all the accounts you own or are authorized to transact on during your phone call.
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Q. How do I access the new electronic teller? A. Please follow these simple steps: 1. Call the toll free electronic teller phone number at 855.584.3191 anytime of the day. 2. Use any of your new 12-digit account numbers to log in and access any account you are authorized to transact on. 3. The first time you log in, your PIN will be the last six digits of your social security number. 4. Choose a new PIN. The new PIN can be four to eight digits long. 5. For added security, electronic teller will confirm your identity by asking you to answer one additional verification question each time you call. Q. Do I share my electronic teller PIN with the joint account owners? A. To ensure the highest level of security for you, you should not share your electronic teller PIN with anyone else. Any joint owners can create their own PIN.
The following will be unavailable during the Upgrade: Friday 11/8
Saturday 11/9
Sunday 11/10
Monday 11/11
Digital Banking Online Banking Mobile App
Bill Pay Electronic Teller Text Banking
Mobile Check Deposit
Unavailable after 4:00pm
Unavailable
Unavailable
Unavailable
The following will function throughout the Upgrade. Debit Cards
Unavailable after 3:00pm
Credit Cards Unavailable
Unavailable
Unavailable
Checks ATMs
HOW YOU CAN PREPARE FOR THE TECHNOLOGY UPGRADE: Be sure to review and update your contact information within Digital Banking.
Be aware of the hours Fox will be closing during the Upgrade.
To avoid any overdrafts while the system is unavailable, know your account balances heading into the Upgrade weekend and track your purchases. Easy tip: Take a screenshot of your balances.
Watch our website over the Upgrade weekend for any additional updates.
It is our priority to ensure every member experiences a smooth transition through this Technology Upgrade. We thank you in advance for your patience with staff as they assist you. Thank you for choosing Fox Communities Credit Union as your trusted financial partner. If you have any questions, concerns or need any assistance with your accounts, please contact us at 920.993.9000 or stop at our nearest location. We’re here to help you Sincerely,
Greg Hilbert President CEO
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