Need Help With Digital Banking? Start Here

Here are answers to the questions members ask us most about digital banking. If yours isn't listed below, our team is ready to help. 

Need step-by-step help signing in?
Our guide walks you through first-time sign-on, new registration, and linking your personal and business profiles — with instructions for every screen. 

View the sign-in guide 

I can't see all of my accounts. Where did they go?

Your accounts and your money are safe — this is almost always a display issue, not a missing-funds issue. A few common causes and fixes:

• You have more than one profile (personal, business, or trust). Each profile now signs in and displays separately. Use the profile switcher (the up/down arrow near your name after login) to move between them. If a second profile hasn't been linked yet, see "Why can't I switch between my personal and business accounts?" below.
• Your account is jointly owned or held under a different name. If the account is opened under a spouse, business, or trust, it may show under that profile instead of your individual login.

If you still don't see an account you expect after checking the above, refer to our Step-by-Step Guide, or call us at 800.877.2345 and we'll confirm it together.

How do I log in for the first time after the upgrade?

If you had digital banking before the upgrade, you'll complete a short one-time setup the first time you sign in:

1. Enter your existing username and password, then select Login.
2. Select Get Started.
3. Confirm your identity (Social Security Number or, for a business or trust, your Tax ID).
4. Choose how you'd like to receive your verification code (text or phone call), then enter the code.
5. Create a new password (you can reuse your old one if it meets the requirements below), then accept the terms.

You'll land on your dashboard once this is complete. You only need to do this once. If you need additional help, refer to our Step-by-Step Guide. 

How do I reset my password?

From the login screen, select "Forgot your username or password?" You'll confirm your identity, choose how to receive a verification code, and then create a new password. Passwords must be 8–32 characters and include at least one number, one uppercase letter, one lowercase letter, and one special character.

A reminder: we will never call, text, or email you asking for your password, PIN, or verification code. If anyone asks you for these, don't provide them — hang up and call us directly.

I didn't receive my verification code. What do I do?

First, try the other delivery option — if you selected text, try phone call, or vice versa. If you still don't receive a code after a couple of attempts, please call us so we can confirm the phone number and email on file are correct.

My username or password isn't working, and I never used digital banking before. What do I do?

You'll need to register as a new user rather than sign in. From the login screen, select "Register with Online Banking," then choose whether you're registering as an individual or a business. You'll confirm your identity and create your username and password from there.

Why can't I switch between my personal and business (or trust) accounts?

Personal, business, and trust accounts are separate profiles, and each one needs to be registered and signed into on its own the first time. Once both are set up, you can link them together:

1. From your active profile, select Profile, then Manage Other Profiles.
2. Select Add Profile, then enter the username and password for the other profile.
3. Verify by text or email.

After that, you can switch between profiles without logging in separately each time.

What happened to my Bill Pay payees and scheduled payments?

Bill Pay information — including your payees, recurring payments, and scheduled transfers — did not carry over to our upgraded digital banking system. You'll need to re-add your payees and re-establish any scheduled or recurring payments.

We recommend referencing your past statements or records from the previous system to make sure all payee details and payment amounts are entered accurately. To add a payee, select Pay My Bills, then Add Biller, and enter the payee's name, account number, and mailing information.

If you have a payment due soon, we recommend setting up that payee first to avoid any delay.

Is Zelle® back?

Yes — Zelle® is back and working the same way you remember it. If you used Zelle® with us before, you'll need to re-enroll one time: select Make a Transfer, then Send Money with Zelle®, and follow the prompts to enroll with your email or mobile number.

I'm having trouble with Zelle®, or a payment is on hold. What do I do?

First, double check that you've completed Zelle® enrollment fully, including the verification step at the end — enrollment isn't complete until that step is finished, and an incomplete enrollment is the most common cause of Zelle® issues.

If you've fully enrolled and are still having trouble, or you're seeing a payment on hold, please send us a secure message using the category "Payments" with a comment noting "Zelle®," or call us at 800.877.2345. 

Looking for general digital banking information? 

Visit our Digital Banking page to learn more about features, mobile deposit, and more.