FAQs

Q: Do I need to re-enroll for the new online banking platform?
A: No, if you are already enrolled all you need to do is login using your current online banking credentials.

Q: Will my current online banking credentials work with the new online banking platform?
A: Yes, your current user id and password are the same. No need to change them unless you want to.

Q: I can’t remember my password. How can I reset it?
A: There is a Forgot? link on the login screen. Select that, enter the required information, and choose how you want the password link delivered to you.
*Please note that the device used to request the reset must be used when accessing the link.

Q: I know my password but want to change it. How do I do that?
A: After logging in, go to your profile, go to settings and select the Security menu option. On the security page, select ‘edit’ next to your password.

Q: I can’t remember my username. How can I retrieve it?
A: From the login page, select the Forgot? link. On the account recovery prompt, select the link “Try another way”. Enter the required information and select how you want the recovery email sent to you. The email is titled “Password Reset Instructions” and it will have your username within the email body. If this was all you needed, you do not have to reset your password.

Q: How can I change my username?
A: After logging in, go to your profile, go to settings and select the Security menu option. On the security page, select ‘edit’ next to your username.

Q: How do I reset my Two Factor Authentication (2FA)?
A: You can reset your 2FA in both the online and mobile online banking platform by going to your profile, selecting the Security menu option and under two factor authentication select “edit settings”. If you are unable to login, please contact us for support.

Q: Can I have more than 1 user set up for my account?
A: Yes, you can. In fact, you can have multiple, but each profile will have to set up their own 2FA.

Q: Will my Account Alerts transfer over from the old online banking platform?
A: No, they will not. You will need to reset all your alerts.
A: Cash management users alerts will remain in place and continue to be managed in NetTeller

Q: Will all of my currently scheduled bill payments and transfers be affected?
A: No, all of your scheduled bill payments and transfers are retained in the new system.