Online Banking Changes FAQs

schedule of online banking changes

On Monday, November 5, 2018 we will begin work on our Online Banking and Mobile services which will result in a new system. While the new services will look and operate mostly the same, there are several changes that will affect you, including a new password. To complete this work, Bank5 Connect Online and Mobile Banking will be unavailable November 5-7, 2018.

Please review the FAQs below, as we want to help answer any questions you may have about the upcoming changes. If you have questions that aren't answered below, please don't hesitate to contact us at 1-855-552-2655.

  • What is changing, and why?
    • The Bank5 Connect Online Banking platform is moving from its current domain at BankFiveOnline.com to Bank5Connect.com. While the look and feel of your Online Banking and Mobile Banking experience will remain largely the same, this migration will allow for improved functionality on the backend.
  • When will the change take place?
    • The new Online Banking platform and mobile app will be available on Wednesday, November 7, 2018, however you will no longer have access to the existing Online Banking system starting at 9:00 a.m. EST on Monday, November 5, 2018. External Transfers and Pay People (Popmoney) will not be available in the old system starting at 1:00 a.m. EST on Saturday, November 3, 2018.
  • Will the transition be seamless, or will there be a period of downtime where Online Banking will be unavailable?
    • Online Banking and the mobile app will be unavailable from 9 a.m. EST on Monday, November 5, 2018 through Wednesday, November 7, 2018. The External Transfers and Pay People (Popmoney) services will be unavailable from 1:00 a.m. EST on Saturday, November 3, 2018 through Wednesday, November 7, 2018.
  • What should I do to prepare?
    • Log into the existing Online Banking platform prior to Monday, November 5, 2018 to retrieve your one-time password configuration. You will need this one-time password in order to log into the new platform once it becomes available.
    • Check any scheduled transfers that are scheduled for November 3rd-7th and reschedule them for dates prior to November 3rd.
    • Document your recurring transfers so you can reschedule them in the new system once it becomes available on November 7th.
    • If you would like a record of your historical Online Banking transactions, please take time to access the data from the current system prior to 9 a.m. EST on Monday, November 5, 2018.
    • If you would like a record of your historical External Transfers and Popmoney transactions, please take time to access the data from the current system prior to 1:00 a.m. EST on Saturday, November 3, 2018.
  • Will my username change?
    • No, your username will not change.
  • Will my password change?
    • Yes, your password WILL change. When you log into the new system for the first time, you will do so with a one-time password configuration provided by us. We will inform you of the one-time password configuration by sending an email to the email address we have on file for you. We will also post the one-time password configuration within the existing Online Banking system. You should write down the one-time password configuration, as you will not be able to view it in the existing Online Banking system once the system becomes unavailable on Monday, November 5th.
    • If you need assistance with the one-time password for your initial log-in to the new system, please contact us at 1-855-552-2655.
    • Once you log into the new system with your one-time password configuration, you will be prompted to reset your password and set up your multi-factor authentication email address and/or phone number.
  • Where will I go to log into the new system?
    • The first time you access the new system, you will need to log-in via the login box on our homepage at https://www.bank5connect.com. You will not be able to use the mobile app for your first log-in. You will need to designate a phone number and enable it for text messaging within the Online Banking platform before you can use the mobile app. This is because the mobile app needs to authenticate your identity by texting you a one-time passcode before you can log into the app for the first time.
  • Will my account history (i.e. prior transactions) carry over?
    • Yes, your prior account history will carry over and be viewable in the new system.
  • Will my scheduled transfers carry over?
    • No, any transfers that you had scheduled within Online Banking will not carry over. They will need to be re-scheduled in the new system.
  • Will the contents of my Secure Mailbox carry over?
    • No, you will not be able to see any Secure Emails that you sent or received in the old Online Banking system.
  • Will my Alerts & Notifications settings carry over?
    • No, you will need to reset your Alerts & Notifications in the new system.
  • Will my Bill Pay payees carry over?
    • Yes, all Bill Pay payees will carry over.
  • Will my Bill Pay history carry over?
    • Yes, your Bill Pay history will carry over.
  • Will my Bill Pay nicknames carry over?
    • No, any Bill Pay nicknames you have in the current system will need to be recreated in the new system.
  • Will my scheduled Bill Payments carry over?
    • Yes, any scheduled bill payments will carry over to the new system.
  • How will External Transfers be impacted??
    • At 1:00 a.m. EST on Saturday, November 3rd, you will no longer have access to the External Transfers service in the current Online Banking system. Please note that any External Transfers you have scheduled to take place after 1:00 a.m. EST on Saturday, November 3rd will not be processed.
    • To continue using External Transfers on the new system, you will need to re-register for the External Funds Transfer service, and re-link your External accounts. You will also need to reschedule any External Transfers you had scheduled in the old system. Any External Transfer history you had in the old system will no longer be accessible.
  • How will Pay People (Popmoney) be impacted?
    • At 1:00 a.m. EST on Saturday, November 3rd, you will no longer have access to the Pay People (Popmoney) service in the current Online Banking system. Please note that any Popmoney payments or Popmoney payment requests you have scheduled to take place after 1:00 a.m. EST on Saturday, November 3rd will not be processed.
    • To continue using Popmoney on the new system, you will need to re-register for the Pay People (Popmoney) service, and re-add your Contacts. You will also need to reschedule any payments or payment requests you had scheduled in the old system. Any Popmoney history you had in the old system will no longer be accessible.
  • Will I have access to my prior eStatements?
    • Yes, all of the previous eStatments that were available to you in the old system will carry over.
  • Will I need to re-download the Bank5 Connect mobile app?
    • Yes, you will need to delete the existing Bank5 Connect app from your device, and download the new version of the Bank5 Connect app from the Google Play and/or iTunes app stores when it becomes available on Wednesday, November 7, 2018.
    • Please note that prior to using the new mobile app for the first time, you will need to log into the Online Banking platform via the login box on our homepage at https://www.bank5connect.com, designate a mobile phone number, and enable it for text messaging. This is because the first time you use the new mobile app, you will need to be authenticated via a one-time passcode that will be texted to the mobile phone number you designate in Online Banking.
    • To confirm that your mobile phone number is enabled for text messaging in Online Banking, visit "My Settings" and check for the words "Text enabled" next to your phone number. If the phone number says "Enable for text", click the dropdown arrow and follow the instructions in order to enable it for text messaging.
  • Will I be able to log into the new mobile app with my fingerprint if I currently utilize that feature?
    • The new mobile app will continue to support fingerprint authentication, however the first time you access the app you will need to log in with your username and password. Once you are in the new app, you can re-enable fingerprint authentication.
  • What is the cut-off date for accessing the old Online Banking system?
    • The cut-off date for accessing the External Transfers and Pay People (Popmoney) services is 1:00 a.m. EST on Saturday, November 3rd.
    • The cut-off date for accessing the rest of the old Online Banking platform is 9 a.m. EST on Monday, November 5th.
  • When will I be able to access the new Online Banking system and mobile app?
    • You will be able to access the new Online Banking system and mobile app on Wednesday, November 7th.

If you have any questions regarding these upcoming changes, please call us at 1-855-552-2655. We apologize for the inconvenience and appreciate your patience while we make these updates.