Digital Banking Upgrade FAQs
Find answers about our upgrade.
Q: Do I need to do anything right now?
A: We need to make sure your email address (the one you use for online banking), home address and phone number are current so you receive updates. You can do this in online banking, our mobile app, in a branch or give us a call.
Q: When will the new digital banking experience be available?
A: The new digital banking platform will be available mid-day on October 20. Look for email updates from us and check www.citycu.org/upgrade.
Q: Why is City CU upgrading?
A: With technology advances, it was time to replace our existing online banking and app. Our new system has a clean, fresh look, more features and enhanced security – we think you’ll really like it!
Q: How will I log into the new digital banking platform?
A: The first time you access our new platform, you’ll complete a quick enrollment, whether that’s via desktop or the new mobile app. This enrollment provides an added level of security and takes only a few minutes. The new system is super-easy and guides you through it.
You’ll use the same user ID and password that you’ve been using. You'll also need to verify it's you, which is why it's important we have your correct email address, home address and phone number. If you can’t remember your password at that first registration, click “Forgot Password” and follow the prompts.
Q: Will the mobile app change?
A: Yes - iOS users should have your current app update to the new app. Android users will need to download a new app and uninstall the previous version. When it's time to do this, we'll let you know. The current app shows our crescent logo; the new app shows our crescent logo and "City Credit Union," so you'll know which is which.
Q: Will my account number or debit card change?
A: No. Your account numbers, debit cards, direct deposits and automatic payments all will remain the same.
Q: Will I be able to access my money during the transition to the new platform?
A: Yes. Your debit card, ATM access and purchases will continue to work as usual. You also can visit a branch for transactions.
Q. I use Zelle® a lot, mostly to receive payments. What should I expect?
A. You will continue to receive incoming payments. Only your access to the platform is temporarily disabled between 10/9 to 10/20.
Q: Will my alerts, transfers, Zelle, mobile deposit and account history transfer?
A: If you have alerts about account activity, like when your balance goes below a certain amount, these will need to be set up again in the new digital platform. The good news is we’ll have more alert options and alerts will be real-time. Alerts about debit and credit card activity (they're set up in Card Management) will remain unchanged. History will transfer. Zelle contacts will transfer. Some recurring transfers won’t transfer. You’ll need to set these up again. It’s a good idea to review your account to confirm.
Q. I use internal transfers to move money from one City CU account to another. What happens with this?
A. The last day to make edits to scheduled transfers is October 4. Scheduled and ad hoc transfers will process until October 19 at 3pm, then resume on October 20.
Q. I transfer funds from my City CU account to another bank. What do I need to know?
A. The last day to make changes to scheduled external transfers and the last day external transfers will process is October 14. Scheduled transfers will resume on October 20.
Q. Will my Bill Pay information transfer over?
A: Yes. Your existing Bill Pay information will transfer to the new platform. If any additional action is needed, we'll notify Bill Pay users before the launch.
Q. I use Bill Pay. What changes for me?
A. Bill Pay becomes unavailable on October 9, but payments will process until October 15. No payments will process between October 16-October 20 - so if you have a payment due during this time, you'll need to change the "delivery date" to process before October 16. Our new platform doesn't use "delivery date" and instead uses "send date" - so be sure to allow seven business days for a check payment and one business day for an electronic payment.
Q. I use scheduled payments via Bill Pay. Will anything change?
A. Payment methods may change temporarily or longer term because of backend processing. An electronic payment may instead process and mail and check and vice versa. When the new platform becomes available on October 20, verify payment details to make sure the Payee Name, Payee Address and Account Number match what's on your most recent statement. In the new system, you'll go to Move Money > Bill Pay to get started.
Q: I have joint accounts. What changes for me?
A: Each account owner will create their own digital banking login. Once enrolled, you can view the accounts you own individually and jointly under your profile.
Q. I export transactions from my account every month to use with Intuit. Can I still do this?
A. Yes, though this feature will be temporarily unavailable for five business days after we launch the new platform - so around October 28.
Q. I use Trends in the current online banking system. Will my personal finance management information transfer to the new platform?
A. No. However, our new digital banking platform’s Financial Wellness section offers more extensive and easier to use features. In the new platform, you'll go to Financial Planning > Financial Wellness to get started.
Q: Where can I find the latest updates?
A: We'll continue updating www.citycu.org/upgrade with important announcements, FAQs and key dates as they're available. Also, look for email updates from us.