Frequently Asked Questions (FAQs) – Business Online Banking Upgrade
Frequently Asked Questions (FAQs) – Business Online Banking Upgrade
A. PLATFORM LAUNCH & OVERVIEW
1. When will the new platform go live?
The upgraded Business Online Banking platform will be available on Monday, August 11, 2025, at 8:00 AM CST.
2. Why are we moving to a new Business Digital Banking platform?
We’re upgrading to a more secure and modern platform to provide a better user experience. The new solution includes improved functionality, intuitive navigation, and enhanced tools to manage your business finances with ease.
3. What are some of the new features in the upgraded platform?
Alerts for approvers when a Wire, ACH, or Transfer is ready for approval
o Ability to initiate multiple internal transfers simultaneously*
o Ability to initiate multiple domestic and international (USD) wire transfers simultaneously*
o Create and save ACH/Wire recipients for future use
o Personalized dashboard and account view controls
o Self-service capabilities for:
· Adding/changing/deleting user permissions and limits
· Password resets
· Nicknaming accounts (global or user level)
* Available to customers using the Corporate Platform
4. Will I still have access to the current platform?
No. The legacy web and mobile platforms will be disabled on Friday, August 8, 2025, at 7:00 PM CST and will no longer be accessible.
B. PREPARING FOR THE UPGRADE
5. How can I prepare for the migration?
o Download all wire and ACH templates before 7:00 PM CST on August 8, 2025
o Download recurring payments and internal transfers, as these will not migrate
o This information will help you validate and re-establish templates and transfers in the new platform
6. Will my login information stay the same?
Yes. You’ll use your existing credentials for your first login. You’ll then be prompted to choose how to receive a Secure Access Code (SAC): via phone, SMS, or email. Once you receive — followed by a password reset and enrollment.
7. What happens to the token, or DigiPass I currently use?
Tokens and DigiPasses will no longer be needed. After a successful login to the new system, you can delete the DigiPass app or dispose of your token. Secure Access Codes and Advanced Authentication will replace them.
8. Do I need to download a new mobile app?
No. You’ll continue using the same Mobile Banking app, but an update will be required upon logging in starting August 11, 2025.
C. SECURITY & AUTHENTICATION
9. What is a Secure Access Code (SAC)?
A SAC is a unique, one-time 6–8-digit code used to verify your identity and protect sensitive information.
You will be prompted to register your device, once you register your trusted device, you will not need a SAC for future logins.
10. What if I don’t receive my SAC?
Try selecting another method. If you still do not receive a code, call our support team at 1-866-826-8243 (Option 4) or 956-664-8401 (Options 4).
11. What is Advanced Authentication?
Advanced Authentication provides phish-resistant security using biometrics and device-based technology like Windows Hello, Apple Face ID, Touch ID, passkeys, push notifications, QR codes, and PINs.
12. Do I have to enable Advanced Authentication at login?
Yes, we strongly recommend enabling it during your first login. While the system may offer a “Maybe Later” option, delaying activation may expose your account to additional risk.
13. What’s required to approve ACH and Wire payments?
Approvers will need to authenticate using either a Secure Access Code (SAC) or Advanced Authentication methods such as biometrics, passkeys, or mobile push notifications.
D. BILL PAY, PAYMENTS & TRANSFERS
14. What will happen to Bill Pay?
o Bill Payment will be available through Thursday, August 7, 2025
o Will be unavailable starting Friday, August 8, 2025
o Resumes on the new platform Monday, August 11, 2025
15. What happens to my scheduled or recurring transfers/payments?
Recurring items will not be transferred to the new system. You’ll need to re-establish them manually. We recommend downloading this information in advance.
16. When is the last time I can send a wire transfer to the current platform?
The final wire cutoff is also 4:00 PM CST on Friday, August 8, 2025. Wires submitted after this time will not be processed. Future wires should be scheduled to begin August 11.
17. When is the last time I can initiate ACH on the current platform?
The final ACH origination cutoff is 6:00 PM CST on Friday, August 8, 2025. Entries submitted after this time will not be processed. Future-dated ACH items should be scheduled in the new system starting August 11.
18. What happens to my ACH and Wire templates?
o Templates will not migrate at the user level
o Payment templates will be migrated but must be reassigned by the Primary Administrator
o Template names will be shortened to 20 characters (you can rename them later)
o We recommend printing templates before August 8 for easy reassignment
E. USER MANAGEMENT & ALERTS
19. Will users and permissions be migrated?
Yes. All users and their existing permissions will transfer. However, Primary Administrators should review and adjust permissions or limits as needed.
20. Can I manage users, permissions, and limits in the new platform?
Yes. Primary Administrators can fully manage user roles, permissions, and limits up to the company’s designated limit. There’s no limit to the number of users you can add.
21. Will my alerts transfer to the new system?
No. Alerts won’t carry over, but you can easily set them up again under Alert Settings on the new platform. If you need help, our team is available.
F. ADDITIONAL SERVICES
22. Are there any changes to Positive Pay or ACH blocks and filters?
Yes, there are.
o You can now manage exception items and upload issued checks directly.
o Primary Admins will use Launch Advanced Options to manage user access.
o To add new users, message us within Online Banking using the Admin Requests message recipient.
o Upload deadlines are extended to 6:00 PM CST.
23. Are there any changes to Remote Deposit Capture (RDC)?
You will still be able to deposit checks using your current scanner and limits. You’ll now see all eligible accounts and can select which one to use.
To add RDC users, message us within Online Banking using the Admin Requests message recipient.
24. Will I retain my account history and eStatements?
Yes you will.
o Transaction History: Up to two years available.
o eStatements: Access continues as it is today.
G. SUPPORT
25. Who do I contact for help or support?
Contact our dedicated Support Team:
866-826-8243 Option 4 or 956-664-8401 Option 4
For customers with Treasury Services such as Wires, ACH, FX, Positive Pay, RDC:
877-627-9099 or 956-664-8990
Extended Hours the week of August 11, 2025, Monday–Friday, 8:00 AM – 6:30 PM CST