Digital Transformation & System Upgrade Guide

The speed of technological innovation has never been faster and it’s clear that our technology must match the high standards you expect from us. That’s why this coming May, we’ll be transforming our digital banking system along with enhancing many of our foundational systems. The new streamlined digital banking system will be easier to use and have enhanced functionality, giving you more control over your finances than ever before.

Below, we’ve compiled a wealth of information that will prove helpful in preparation for these exciting upgrades. Changes will impact members differently depending on the services you use so I encourage you to read all the information to minimize any disruption to your services.

Welcome to the New IC.

Christopher P. Hendry Signature

Chris Hendry
President & CEO
March 13, 2024

Prep Checklist

What to Expect

The upgrade will be happening over the weekend of May 10-13. During the upgrade, there will be some interruptions to our services as we conduct essential maintenance. Our dedicated team has been diligently preparing for this transition over the past year to ensure as smooth and seamless a transition as possible.

We’ve compiled the information below to help inform you about the upcoming upgrades and how they may affect you.

Preparation Checklist

Here are a few things you can do to prepare for the upgrade to minimize any disruption to your services.

Account Prep

  • Verify that we have up-to-date contact information for Primary and Joint account owners.
  • Make sure that Joint account owners are also aware of the upcoming digital upgrade and prepared in the same manner.
  • Keep cash on hand. Debit Cards will function as usual but will have withdrawal limits during the upgrade. Limits are per card. Plan to have another funding source handy. Members can also access funds through ATMs.
  • Have your Account Number handy, you’ll need it in case you need to recover your digital banking username or password.
  • Deposits will not be available at ATMs starting May 1.

Transaction Prep

  • Know your account balances prior to 6pm on Friday, May 10.
  • Schedule any bills to pay prior to 4pm on Wednesday, May 8.
  • Download or export transaction history since digital banking and the Service Center will be unavailable during the upgrade.
  • Ensure that special transactions are done before the closure dates: Loans, new accounts, updated contact information, etc.
  • Bill Pay information will migrate to the new platform, however as best practice, we recommend recording the information for your payees including Payee Name, Account Number and Category for each payee.
  • Be sure to record any recurring transfer information from digital banking. You will need to set up any recurring transfers as they will not migrate to the new platform.

Service Availability Timeline

Changes will impact members differently depending on the services you use. Please review the timeline and make any preparations to minimize any disruption to your services.

Friday 5/10 Saturday – Monday 5/11 – 5/13 Tuesday 5/14
Branch Lobbies & Drive-Thru Available Until 6pm ET Unavailable Available for regular business hours
Digital Banking & Phone Banking Available Until 6pm ET Unavailable Available
Service Center Available Until 6pm ET Unavailable Available for regular business hours
ATMs Limited daily cash withdrawal limits. Deposits and balance inquiries unavailable.* Available*
Debit Cards Debit Cards will function as usual but will have withdrawal limits during the upgrade. Limits are per card. Members can also access funds through ATMs.
Credit Cards No changes to access. You can use your IC Visa Platinum Card as normal.
Mobile Deposit Available until 3pm ET Unavailable Available
Mobile Wallets Mobile wallets will function as usual but may have withdrawal limits during the upgrade. Note: You will not be able to enroll new cards to mobile wallets during the upgrade.

Other Changes to Service Availability

Bill Pay – Unavailable from May 9 at 4pm until Tuesday, May 14 at 8am.
External Transfers – Unavailable from May 6 at 12:00pm until Tuesday, May 14 at 8am.
People Pay – Will be retired as of April 30 at 3pm. A new Person to Person Payment system will replace People Pay and will be available after the upgrade.
Quick Pay Loan Payments – Unavailable from May 8 at 6pm until Tuesday, May 14 at 8am. To ensure payments do not go unprocessed, please do not schedule any payments after May 8.

*Deposits at IC ATMs will be unavailable starting Wednesday, May 1.

Member Service During the Upgrade

Our virtual assistant Ivy is a great resource for answering questions during the upgrade window. As part of our preparations, we’ve added additional knowledge to help you. Give Ivy a try, she knows more than you may think!

Member Service After the Upgrade

When the upgrade is complete, you will be able to reach out by phone, email, chat, and through secure messaging in digital banking. Many of your questions can also be answered by Ivy, our automated virtual assistant.

We recognize that some significant changes are coming, which will naturally result in a higher volume of calls. That’s why we’re going to be partnering with a trusted third party to add additional resources to our team that will be focusing specifically on the digital banking upgrade. We appreciate your patience as we assist everyone as quickly as possible.

If you have questions about the following products, here are the best ways to reach us for the most convenient experience.

Branch Service Center Live Chat
Digital Banking Login *
IC Debit & Credit Cards
Online Bill Pay
Scheduled Transfers
Loan Questions
Loan Payments
SmartLine Phone Banking

About your Account Numbers

Good news – your existing checking and savings account numbers are not changing! Your direct deposits and checkbooks will not be affected by the upgrade.

A new feature that will be available as part of the upgrade, we are moving from individual account numbers to a ‘member number’ approach.

What does that mean?

A member number is a unique number that identifies your relationship with IC. It’s what you’ll use as the base number to access your accounts in most applications. Not only is this more secure, it also means that you won’t need to remember multiple account numbers anymore – you’ll only need to remember your member number!

Suffixes

To identify your individual accounts, you’ll use a four-digit account identifier, or suffix. This four-digit number will relate to either your share accounts (Savings, Checking, Certificate, etc.) or loans (auto loan, home equity line, credit card, mortgage, etc.). It will also help to save a recent statement so that you can compare your accounts before and after the upgrade.

Online and Mobile Banking Changes

Our digital banking system and mobile banking app will be completely transformed after the upgrade. The platform will be easier to use and have enhanced functionality, giving you more control over your finances than ever before.

Existing Online Banking users won’t have to re-enroll, you can sign in through the login portal on our website as normal, however you will have to change your password.

After the upgrade, Mobile App users will need to uninstall the existing app and download the new app. You’ll know you have the new app, if the App icon says “IC.” (the existing app has “IC Mobile”)

Features:

  • Improved look and Feel: We’ve redesigned the interface to streamline your experience, putting the most important information right in front of you, so you don’t have work hard to find the information and functions you’re looking for.
  • Seamless Experience: Whether you log in through our website or mobile app, you’ll enjoy identical features and options, ensuring consistency and convenience across platforms. What you can do in one, you’ll be able to do in the other.
  • Digital Payments: Schedule payments, set reminders, and send money to friends and family all from one place.
  • Integrated Card Controls: We’ve integrated debit card controls to be available within Digital Banking so you can manage your cards, wherever you are. With advanced features, you can easily customize spending limits, toggle card usage preferences, and instantly freeze or unfreeze your cards with just a tap.
  • Member to Member Transfers: Instantly transfer funds to another IC member with a tap or a click.
  • Integrated Credit Card Management: Access to your IC Visa Platinum Cards will only be a click or tap away, right within Digital Banking. No longer will you have to login to your credit card portal using a separate login.
  • Improvements to Alerts: Important transactional alerts, such as low balance or negative balance, will now be sent much faster, giving you powerful updates on your finances.
  • Transaction Cleansing: The new digital banking system will automatically reword your transactions by “cleaning” them. For example, instead of a transaction showing up as “12789MI _DEPOT”, this simply displays as “Home Depot.”  Your transactions will be easier to read and understand than ever.
  • Credit Score Tool: You’ll not only get regular updates on your actual score but you’ll also gain important insights into the makeup of your score; get alerts when an action, including potential fraud, changes your score; and simulate the impact that certain actions can have on your score.
  • More to Come! The new system allows us the flexibility to roll out frequent updates so that we can implement new and emerging banking technology and services.

What to Expect and How to Prepare:

  1. Once available, download the new App. After the upgrade maintenance window, Members will need to uninstall the existing app and download the new IC Digital Banking app.
  2. For security reasons, members who currently use their SSN for their Online Banking user name will need to change it.
  3. Members will need to reset their digital banking password. Password requirements include a minimum length of 8 characters and must include a combination of lowercase, uppercase, numeric and special character. You may reuse your existing password if it meets the requirements.
  4. Keep your Account Number handy. If you need to recover your username and password, you’ll need to know one of your account numbers as part of the authentication process.
  5. Re-register. After the upgrade, you’ll need to reenroll for any of the following services you currently use:
    1. Mobile deposit
    2. External Transfers
    3. Person to Person (P2P) Transfers (formerly known as People Pay)
    4. Transaction Alerts
  6. Update your bookmarks. The URL to online banking will be different from what it is today and won’t work after the upgrade. If you have this link bookmarked, make sure to update it when the new system is live.
  7. For Commercial Online Banking users: Sub Users will be imported automatically into the new digital banking system, however their permissions will need to be reset.

Improvements to Your Statements

As part of the upgrade, we’re making improvements to our statements as well.

Improved look and Feel: Our statements will be redesigned and formatted so that they’re easier to read and understand.

Combined Statements: Statements will be combined so that you can get a holistic view of all your accounts in one place. It’s quicker to read and it means less paper which is better for the environment.

Automatic eStatement Integration: If you currently receive eStatements for any of your deposit accounts, you’ll now receive them for all of your deposit accounts. This can be changed at any time in IC Digital Banking.

Other changes to Statements:

  1. Certificate Statements will no longer be sent.

Other Changes

  1. Debit Card Rewards: We will be offering a refreshed Debit Card Rewards Program after the upgrade.
  2. Automatic Dividend Transfers: After the upgrade, we will no longer be able to mail dividend checks. Instead, we’ll be transferring these funds directly into your account via ACH transfer. 
  3. Verbiage Update: You’ll notice that the new system posts interest as “dividends.” Both words are interchangeable, but in credit union world, we say “dividends.”
  4. Updates to Courtesy Pay: After the upgrade, the Courtesy Pay service will be automated. Get more details about IC’s Courtesy Pay program.

Digital Transformation Upgrade FAQs

Good news – your existing checking and savings account numbers are not changing! Your direct deposits and checkbooks will not be affected by the upgrade.

As part of the upgrade, we are moving from individual account numbers to a ‘member number’ approach. A member number is a unique number that identifies your relationship with IC. It’s what you’ll use as the base number to access your accounts in most applications. Not only is this more secure, it also means that you won’t need to remember multiple account numbers anymore – you’ll only need to remember your member number!

Read more about this change

The speed of technological innovation has never been faster and our technology must match the high standards you expect from us. This upgrade will modernize your Digital Banking Experience. The new streamlined digital banking system will be easier to use and have enhanced functionality, giving you more control over your finances than ever before. 

In May! Specific dates and details will be shared soon.

Nope! Your existing login information will transfer over to the new system and can still be used to sign in through the login portal on our website or mobile banking app as normal, however you will have to change your password.
Note: The current mobile app will not function after the upgrade. Download the new app to access your accounts. 

After the upgrade, you can use the same username, and password, but you will be prompted to change your password. When setting your new password, it can be the same as your current password, as long as it meets our new password complexity requirements.

New password requirements will be

  1. A minimum length of 8 characters
  2. Must include a combination of lowercase, uppercase, numeric and special character.

Absolutely not. Your accounts will function the same tomorrow as they do today.

No, you will not not need to re-order checks or make any changes to your direct deposits. These transactions will still be processed just as they were prior to our digital upgrade.

Depending on what services you currently use, you’ll need to reenroll for any of the following services:

    1. Mobile deposit
    2. External Transfers
    3. Person to Person (P2P) Transfers (formerly known as People Pay)
    4. Transaction Alerts

Yes, the IC Digital Banking app will be redesigned to streamline your experience, putting the most important information right in front of you, so you don’t have work hard to find the information and functions you’re looking for.

Additionally, we’ve made the mobile and desktop experiences seamless. Whether you log in through our website or mobile app, you’ll enjoy identical features and options, ensuring consistency and convenience across platforms. What you can do in one, you’ll be able to do in the other.

After the upgrade, you’ll need to download the latest version of the IC Digital Banking app from the App Store® or Google Play.™

Only for the better! If you use Bill Pay, all your account, payees and payment information will carry over! Your transaction history will not carry over, but you’ll see these payments in your regular statement history.

Note that our Bill Pay service will be temporarily down during the upgrade window in mid May. Specific details will be shared soon so check this page often.

Yes, one of the many new features is the ability to register using Mobile Banking. It is no longer necessary to enroll in Online Banking first. The enrollment process is the same on a mobile device as it is on a laptop or desktop. Your new username and password will be the same for both.

Yes! 18 months’ worth of statements will be available in the new platform.

Yes! Transactional history will be available from January 2022, forward.