FAQ For Digital Banking Upgrade
We hope this answers all of your questions regarding our digital banking upgrade. If you have questions not answered here, please feel free to contact us!
We want to provide you with the best digital banking experience possible to make your life easier, and this upgrade is designed to do just that.
We’re wrapping up all these new features in a shiny new app. As we approach November 7th,2022, we’ll send you everything you need to download it no matter if you’re “Team Android” or “Team Apple”. We will also be posting download instructions on the Digital Banking Upgrade webpage as well.
We will ask some personal questions in the registration and enrollment process, but there’s no need to worry; these questions will pertain to each individual member – not just to the primary member.
- No more shared logins. Today, each membership has a unique login. After the upgrade, each person will have a unique login. This means primary and joint owners will have their own unique login and each person will see all the accounts they are listed on.
- Single login across your businesses. If you're a business owner, a single login will allow you to switch between all your personal and business-related accounts.
- Important considerations: Make sure you know who has access to your accounts. If your account has a joint owner (or multiple), they'll be able to view and/or transact on that account. Also, make sure you know who the primary account owner is. The primary owner will be assigned to any bill payees, scheduled bill payments, eStatements, and scheduled transfers.
It helps to avoid issues. It is extremely important that Central Willamette has your current contact information. The first time you attempt to login after the upgrade, we will rely on that information to validate your account and establish new login credentials. If your information is not up-to-date, you may experience challenges logging in for the first time.
Many of our members will find it beneficial to select a new username. We’re asking folks to avoid using member numbers as usernames and to choose something easy to remember. The coolest thing about this upgrade is that if you have multiple accounts, you’ll no longer need multiple logins. All account information can be accessed with just one username and password combo!
- Primary, joint, and others. Your credit union account may have a single owner. Alternatively, your account might have a joint owner, several joint owners, and other types of ownership levels. Today, all of those people share the same login to your account. But after the upgrade, each person will have their own individual login and they will see all the accounts to which they have access at Central Willamette, even across multiple memberships.
- Important considerations. It’s easy to forget who the primary account owner is. A common scenario is a person who owns an account may have a spouse who manages the finances. After the upgrade, the existing bill pay payees, scheduled bill payments, eStatements, and scheduled transfers will be visible to the primary account owner only. But keep in mind, new bill pay payees, scheduled bill payments, and scheduled transfers can be created by the joint owner.
- Payee visibility. With the move to individual logins, bill pay payees will be transferred to the primary account holder. If your credit union account has a joint owner, they’ll no longer see the existing payees after the upgrade. However, they can establish new payees associated with their new login.
- Payee history. Like the payees themselves, the history of payments made to those payees will be visible to the primary account holder.
eBills is a service that retrieves your billing statements from a biller. This is distinctly different from a payee that you create in Bill Pay. Access to eBills will be discontinued on Friday, October 28, 2022, and you will not be able to access eBills until the conversion on Monday, November 7, 2022. Your existing eBills will not transfer to the new system and you will not receive eBills on or after October 28, 2022. You will need to reestablish all eBills on the new, enhanced, system after November 7, 2022.
Access to Bill Pay will be will be disabled on Thursday, November 3, 2022 at 12:30 PM until Monday, November 7, 2022. Your Bill Pay payees and scheduled payments will transfer to the new system and be available to the primary account holder when they log in on or after November 7, 2022. Payments that are scheduled to occur after 1:00 PM Pacific on November 3, 2022, will not be processed until November 8, 2022. Members should proactively adjust their payment schedules to avoid potential late payments.
Re-establish your external transfers. If you transfer money from your credit union accounts to an outside institution, you will need to re-establish those relationships after the upgrade. Be sure to review any upcoming payments you may want to make ahead of the upgrade date.
Payment visibility. If you are a bill pay user who has scheduled payments, those payments will be visible to the primary account owner only. If you are the sole owner of your membership account, you have nothing to worry about. But if you share your credit union membership with another person, it is important to understand that the primary member will see and manage those payments inside of bill pay. If you prefer the joint owner to manage the bill payments, the joint owner should establish the payees and payments using their own login credentials.
eStatement access. If you are the sole owner on your credit union membership, eStatements will be available as always. If you share your membership with a joint owner across all of your savings and checking accounts, they’ll also be able to access the statement for that membership. However, if the joint owner has limited access (access to the savings, but not checking, for example), only the primary owner will be able to access eStatements for that membership.
We know some things are better left un-shared. With our new setup, you’ll no longer have to wade through information that doesn’t pertain to you. You’ll see the accounts you’re on and not have to worry with anything else.
We’re doing all the heavy lifting we can to make this as easy as possible for our members. Your transaction history won’t change and neither will your statements. If you’ve previously added billers into Bill Pay, those will come over too. When the time is right, we will ask that you re-enter information for individuals you send money to, but even that will be easier than it has in the past.
Additional Information for CWCU Business Account Holders
We’re rolling out the red carpet for our business members with this upgrade; they will see the most changes yet will get all the help they need until they’re comfortable with the new layout. We’re using new technology enabling our members and employees to participate in screen-sharing and co-browsing to give a true VIP experience - that means we can walk you through screen-by-screen until you’re ready to fly solo.
Manage your personal accounts and business accounts with one login. Set up sub-users to help you manage your business. Setup authorization workflows to help you manage transactions. Sign-up ACH payments for your accounts payable process. Sign-up for desktop capture to scan multiple check deposits.
It helps to avoid potential issues. It is extremely important that Central Willamette has your current contact information. The first time you attempt to login after the upgrade, we will rely on that information to validate your account and establish new login credentials. If your information is not up-to-date, you may experiences challenges logging in for the first time.