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Online and Mobile Banking Upgrade FAQ

Q: How do I begin using the new online and mobile banking system?

A: You can access your account in two ways, on a computer or on a smartphone using our mobile app.

Computer Login

  1. Click on the same place on our website to access online banking via the login button.
  2. Login using your username and password.

Mobile App Login – It’s the same as your computer login credentials.

  1. Delete your old mobile application from your phone or tablet.
  2. Download the new mobile app from the app store by searching “Mass Bay Credit Union.”
  3. Login using your username and password.

Q: Do I need a new mobile app?

A: The old app no longer works. You can delete it and download our new mobile app.

Q: How do I know I am downloading the correct mobile app?

View below for the new mobile app button.

Old App

New App

Q: Can I still use the old mobile app after the upgrade?

A: Our old app is disabled. You will no longer be able to access your account through the old mobile app. Download our new one and see all the new and improved features!

Q: Can I still login in the same way?

Desktop

Logging in on a desktop is fairly similar. Navigate to our website and click the "Login" button at the top right of the page. 

Mobile

For mobile, you need to delete the old app and download our new app. From there, you can enter username and password to begin setting up your new mobile app. 

Q: Do I still need to answer security questions when I login?

A: Your security questions are no longer needed. Our new system utilizes Two Factor Authentication to make your account secure.

Q: Why do I need to keep entering a security code when I click the "Do not ask for codes again on this computer"?

A: The reason your computer may keep asking is because you have your browser set up to "Delete Cookies" cookies is a file on your computer that remembers websites. If you have cookies set to be deleted your browser will not remember our site. 

Typically you can find this in the Privacy & Security or Settings area of your web broswer. You will need your Cookies setting to not be cleared after you close your browser. 

Q: When will the new Online & Mobile Banking be available?

A: The upgraded online and mobile banking system is available now!

Q: Does my web browser support the new online banking?

A: Because there are no longer security updates for Internet Explorer, we can no longer support Internet Explorer. Whichever other browser you choose, please make sure you are on the most up to date version. For your online safety, the new system requires up to date web browsers.

Supported browsers include: 

Google Chrome: https://www.google.com/chrome/

Safari: https://support.apple.com/en-us/HT204416

Microsoft Edge: https://www.microsoft.com/en-us/edge

Firefox: https://www.mozilla.org/en-US/firefox/new/

Q: What browser am I using?

A: There are many ways to figure this out, but the easiest is to visit this third-party website. Click here

Q: How does the new Online Banking benefit me as a member?

A: With our new Online Banking, we will operate more efficiently and be able to provide you with access to more services. We have several improved or new services available to you. These include:

  • Entirely new interface designed specifically to make Online/Mobile Banking easier for the user.
  • Easier user ability while accessing any accounts, loans or services you use with MBCU.
  • Enhanced Bill Pay
  • Fully integrated Remote Check Deposit

Q: What has changed with the Online Banking conversion?

A: We have an entirely new look and feel to our Online Banking & Mobile app. This includes an easier login process and interface which makes it easier for users to access the different products and services.

Q: What services were not affected by the Online Banking conversion process?

A: Most services will be unaffected. The only Mass Bay Credit Union services affected by the upgrade will be temporarily disabled online and mobile banking access while we are upgrading. You will not have access to either of these services during the conversion period. All other services will be available (Debit Cards, Branch Availability, ATMs etc)

Q: Can I still use the link I have favorited in my website browser to login?

A: The old link will not work. Please come to massbaycu.org and click/tap Login in the top right corner to access the login screen.

Q: How can I lock my debit card?

A: Lock and Unlock your card the same way you would before the upgrade using the Card Valet app. You can also manage your spending and more using Card Valet. 

Q: Did my security questions change?

A: You will no longer be asked for them when logging in. Our new system does not utilize security questions. The new system does use Two-Factor Authentication (2FA). 2FA will verify you with either a phone call which will tell you your one-time use security code, or text message the code to your mobile phone or you can receive the security code on the Authy app.

For a visual on 2FA see here.

Q: Is my security keyword the same?

A: Your security keyword is no longer part of the login process. We are utilizing Two Factor Authentication to assist with making sure no unauthorized people get access to your accounts. 

Q: Did my account alerts from my current online banking carry over to the new system?

A: Your account alerts did not carry over. You will need to reset these alerts for the new online banking system. 

Q: Did my recent transactions and payment activity convert to the new online banking system?

A: Yes, your recent transactions are showing on the new system.

Q: Can I order checks with the new system?

A: Yes, you can order new checks directly through the new system. 

Q: What if I forget my password?

A: If you have forgotten your password you can easily reset your password on our new system. 

Q: Is Bill Pay the same?

A: We have upgraded the look and feel of our Bill Pay. It is easier than ever to make easy simple payments through the new system. We hope that you love the new user experience and interface just as much as we do.

Q: Do I need to re-setup my Bill Pay payments?

A: Any payments set on or before June 18, 2020 at 8pm were converted.

Q: When will my funds be pulled on the date of a payment I scheduled?

A: Our system pulls funds twice per day. Once at 8am and again at 3pm. Depending on the time of the submitted payment and funds availability, your funds will be pulled at either of these times.

Q: I have never used Bill Pay before, how do I use it?

A: Our new Bill Pay has many features to help making bill payments seameless. Right from your desktop or mobile device you can schedule and make payments easily. See our videos for the ways you can utilize Bill Pay.

Q: Where can I view my Bill Pay history?

A: You can view your Bill Pay history on Online Banking only. You will not see it on Mobile Banking. You can view your history on online banking by:

  1. Log into your account and select the "Payments" button on the navigation on the left.
  2. Select "Manage Payments" in the top right.
  3. Then scroll to the bottom of the screen and select "View History"
  4. Select the "Transactions" tab which allows you to filter how far back you would like to see. You can view history up to 18 months prior. 

Q: Is remote check deposit be on the new system?

A: Yes, with the upgrade we have fully integrated remote check deposit into the new mobile banking app. Remote Check Deposit is available on mobile devices only.

Q: Can I delete my DepoZip app?

A: Yes, you can delete your DepoZip app, you no longer need it. 

Q: Why is my camera not capturing the image when I go to deposit a check?

A: When depositing a check on our mobile app, please make sure to flip your phone into landscape (holding horizontally). Once in landscape view, your phone will identify the borders of the check. Tap the screen to capture the image.

Q: Do I need to enroll in remote check deposit?

A: Yes, all Members will need to enroll in remote check deposit on our mobile app.

Q: Do I need to sign up for eStatements again?

A: No, you do not need to sign up for eStatements again.

Q: Can I see all of my old eStatements?

A: You can view your eStatements for the last two years. 

Q: Does the new mobile app utilize facial recognition or touch ID?

A: If your mobile device has these features available, our new mobile app has the ability to utilize facial recognition or touch ID to help you login more easily if you choose. It is not required that you use these features to login.

Q: Do I need a new Debit Card?

A: You do not need a new Debit Card. Your previous Debit Card is still valid. 

Q: Did my PIN change?

A: No, you do not need to change your PIN after the conversion. Your previous PIN is still valid.

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