Digital Banking & System Upgrade Tips
Over the past few months, you’ve likely seen some communications mentioning a Digital Banking & System upgrade. Our team has been working tirelessly for the past year to deliver a new suite of technologies that will significantly elevate your banking experiences and we’re really excited to share them with you.
The upgrade happened over the weekend of May 11-13 and I’m very pleased to report that the new system is now live and ready to use.
Below, we’ve compiled a wealth of information that will prove helpful as you dive into the new system. I encourage you to read these tips to help you take full advantage of all the new functionality the upgrade system has to offer.
Welcome to the New IC.
Chris Hendry
President & CEO
May 14, 2024
Tips to Get You Going
Here are a few things that may help you troubleshoot any issues getting into the new system.
Online Banking Tips
- Update/Download your apps. After the upgrade, Mobile App users will need to either update (Apple) or reinstall (Android) their existing IC app. Here are direct links to download the new app:
- Have your Account Number handy. You’ll need it in case you need to recover your digital banking username or password.
- No need to reenroll. For existing users, you do not have to reenroll. You can use your existing username and password to log in. You will be prompted to change your password upon logging into the new system for the first time. 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.
- Updated Bank by Phone Number. We’ve got a new number for our Bank by Phone (formerly Smartline) System: 888-584-0270.
- SSN Login. For security reasons, members who currently use their SSN for their Online Banking user name will need to change it.
- Rename you accounts. Any accounts other than checking accounts that had nicknames will not convert over to the new system. No worries though! It’s easy to add a nickname back in using the new Digital Banking platform.
- Re-register. After the upgrade, you’ll need to reenroll for any of the following services you currently use:
- Mobile deposit
- External Transfers
- Person to Person (P2P) Transfers (formerly known as People Pay)
- Transaction Alerts
- 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.
- 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.
Payment Tips
- Make sure to set up any recurring transfers. Any recurring transfers you’ve set up prior to May 14 will need to be set up again.
- ACH Deposits and Credits will post a little later on the morning of May 14th.
- Loan payment history will not be available in online or mobile banking. If you have a question or need to confirm a previous payment, just contact us!
Membership Account
After the upgrade, you’ll notice in your list of accounts that we’ve created a non-transactional, dedicated Membership Account to maintain your $5 share to be a member of IC Credit Union. Having this $5 share account means that you are actually a part owner of the credit union – a key difference between Credit Unions and traditional Banks.
If you have any specific questions about this account, reach out to your closest branch team and they give you more details!
Important Information Regarding this Account
Rate: The dividend rate and annual percentage yield may change at any time, as determined by the credit union board of directors. Compounding and crediting: Dividends will not be compounded. Dividends will be credited to your account annually.
Dividend period: For this account type, the dividend period is annual, for example, the beginning date of the first dividend period of the calendar year is January 1, and the ending date of such dividend period is December 31. All other dividend periods follow this same pattern of dates. The dividend declaration date is the last day of the dividend period, and for the example above is December 31. If you close your account before dividends are paid, you will receive the accrued dividends. Minimum balance requirements: 1. The minimum required to open this account is the purchase of a $5.00 share in the credit union; 2. You must maintain a minimum daily balance of $5.00 in your account each day to obtain the disclosed annual percentage yield. Daily balance computation method: Dividends are calculated by the daily balance method which applies a daily periodic rate to the balance in the account each day. Accrual of dividends on non-cash deposits: Dividends will begin to accrue on the business day you place non-cash items (for example, checks) to your account. Transaction limitations: 1. The maximum number of shares you can own in this account is one. 2. All withdrawal transactions are limited to when the account is closed. You may not make any withdrawals or transfers to another credit union account of yours or to a third party by means of a preauthorized or automatic transfer, mobile device, computer transfer, telephonic order or instruction, or similar order to a third party. 3. You may not make any withdrawals or transfers to another credit union account of yours or to a third party by means of a preauthorized or automatic transfer, telephonic order or instruction, or similar order to a third party. Par value of a share: The par value of a share in this account is $5.00.
Need Help?
If you have questions about Digital Banking, the system upgrade, or anything else, 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’ve added additional knowledge to help you. Give Ivy a try, she knows more than you may think!
We recognize that some of the changes are significant, 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 |  |
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| IC Debit & Credit Cards | |
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| Online Bill Pay | |
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| Scheduled Transfers | |
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| Loan Questions | |
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| Loan Payments | |
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| SmartLine Phone Banking | |
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About your Account Numbers
Good news – your existing checking and savings account numbers have not changed! Your direct deposits and checkbooks have not been affected by the upgrade, however a new feature is that 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 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 Updates
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.
- Member to Member Transfers: Instantly transfer funds to another IC member with a tap or a click.
- 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.
Improvements to Your Statements
As part of the upgrade, we’re making improvements to our statements as well.
Improved look and Feel: Our statements have been redesigned and formatted so that they’re easier to read and understand.
Combined Statements: Statements are now 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 share accounts. This can be changed at any time in IC Digital Banking.
Other changes to Statements:
- Share Certificate of Deposit Statements will no longer be sent.
Other Changes
- Debit Card Rewards: We will be offering a refreshed Debit Card Rewards Program shortly after the upgrade.
- Text Banking: We have retired the text banking service.
- Transaction Order: Prior to the upgrade, you may notice that transaction histories that happen during the same day may post out of order. Transactions will post normally after the upgrade.
- 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.
- Verbiage Updates: You’ll notice that the new system posts interest as “dividends.” Both words are interchangeable, but in credit union world, we say “dividends.” Additionally, Change Jar Transfers will display as “Round Up Transfer.”
- Account History Formatting: After the upgrade, account histories will be formatted and display differently than you’re used to. The information is still the same, it just might look a little different!
- Updates to Quick Pay: After the upgrade, our Quick Pay loan payment solution will be retired. You’ll be able to make a loan payment to your IC loans through our new IC Online Banking platform.
- 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
After the upgrade, you’ll notice in your list of accounts that we’ve created a non-transactional, dedicated Membership Account to maintain your $5 share to be a member of IC Credit Union. Having this $5 share account means that you are actually a part owner of the credit union – a key difference between Credit Unions and traditional Banks.
If you have any specific questions about this account, reach out to your closest branch team and they give you more details!
Absolutely not! Your business accounts are still safely here at IC and have the same balances they did before the upgrade! The reason you can’t see them is because they are tied to the Business version of Digital Banking. You can’t see them in the Consumer side of Digital Banking.
In order to see these accounts, you’ll need to log into the Business version of the new Digital Banking system. Give us a call at 800-262-1001 or stop into your favorite branch and we’ll help you login.
You can now make your loan payment by using our Online Banking platform or in our new Mobile App.
Apple – https://apps.apple.com/us/app/ic-credit-union-mobile-app/id924050773
Android – https://play.google.com/store/apps/details?id=com.icfcu.mobile
If you are a new user, give us a call at 800-262-1001 or stop into your favorite branch and we can walk you through it!
Existing IC members – simply log in with your current credentials. You’ll be prompted to change your password. For Apple users, you’ll just need to update your app. For Android users, you’ll need delete your existing app then go to the App Store or Google Play to download the new app.
Apple – https://apps.apple.com/us/app/ic-credit-union-mobile-app/id924050773
Android – https://play.google.com/store/apps/details?id=com.icfcu.mobile
In our new system, we use your full social security number as a unique identifier to safely authenticate you the first time you log in. Using all nine digits is actually more secure for you! It guarantees that there isn’t any chance of duplicate numbers. Rest assured that this is totally safe! IC uses 256 bit security with RSA encryption to ensure your private information stays private.
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!
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.
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. You don’t need to change your existing username!
Note that 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
- A minimum length of 8 characters
- 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:
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- Mobile deposit
- External Transfers
- Person to Person (P2P) Transfers (formerly known as People Pay)
- 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! Statements as far back as January 2023 will be available in the new platform.
Yes! Transactional history will be available from January 2023, forward.
