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Technology Upgrade

For call center assistance, please call 920-636-7018.

Fox’s Technology Upgrade will happen beginning Friday, November 8, 2019, through Monday, November 11, 2019. As part of the Upgrade, all account information will be migrated over to a new platform.  At the same time, other systems, such as, online banking, mobile app, and electronic teller will be upgraded as well.

It is our priority to ensure every member experiences a smooth transition through this Technology Upgrade.  Please review the FAQs below for details on system enhancements and how your accounts may be affected.

Frequently Asked Questions

  1. Be sure to review and update your contact information within online banking.
    Every user will create a new username and password at enrollment. To complete the enrollment process, it’s extremely important that we have your correct email and phone number. 
    • Primary members (first name listed on the account): please update this information today in our current online banking platform.
    • Joint members (including joint, custodian, guardian, rep payee, business authorized signer, etc.): please update your information here or contact a credit union representative to have your information updated. Every user will create a new username and password at enrollment. To complete the enrollment process, it’s extremely important that we have your correct email and phone number.
  2. To avoid any overdrafts while the system is unavailable, know your account balances heading into the Upgrade weekend and track your purchases. Easy tip: take a screenshot of your balances. 
  3. Be aware of the hours Fox will be closing during the Upgrade.
  4. Watch for additional information via postal mail or here at foxcu.org/upgrade. 

how to prepare for the technology upgrade

If you are the primary member (first name listed on the account) and only have one member number with Fox, your member number will remain the same after the Upgrade.

If you are the primary member and have multiple member numbers with Fox, your accounts will be consolidated under one number – the oldest number.

The upgraded system is focused around you, our member, instead of your account number(s). When you visit a branch or call, our staff will be able to easily locate all of your accounts with just your name – It’s that easy!

account number structure

Q: Will I need to know my 12-digit account number when I come to the branch or call?

A: No. We can locate your account using many methods including your name, member number, phone number or 12-digit account number.

Q: What account number do I use to set-up new direct deposits or automatic payments after the Upgrade?

A: After the Upgrade, begin using your expanded 12-digit account number for new direct deposits or automatic payments. You can use the chart above for reference or reach out to a credit union representative for assistance.

Q: Will I be able to use my debit card and checks throughout the Upgrade weekend?

A: Yes.

Q: Will I have to get a new debit card?

A: No. Your debit card will continue to work during and after the upgrade.

Q: Will I have to get new checks?

A: No. Your existing checks will continue to work during and after the Upgrade.

Q: Will I be able to use my credit card throughout the Upgrade weekend?

A: Yes.

Q: Will I have to get a new credit card?

A: No. Your credit card will continue to work during and after the upgrade.

All mortgages will convert to our new systems with all the same details as they have today.

There are a handful of members that will have certain aspects of their mortgage change. These members should have received a letter communicating their changes. Those changes center around escrow accounts, pass through payment accounts and a handful of members that have their mortgage due dates currently listed more than one month in advance.

There are no changes to auto loans. All information will convert to our new systems with all the same details as they have today.

One of the qualifications for membership is to have a deposit of $5 in a Savings Account. Today that $5 is frozen in your Regular Savings under each member number you own. During the Upgrade, that $5 will automatically move from your Regular Savings Account to a new account titled Membership Share Account. Every member will have one new Membership Share Account to hold your $5. That $5 will continue to be frozen in order to maintain your membership at Fox Communities Credit Union.

Q: What if I currently do not have $5 in my Regular Savings?

A: If you do not have $5 in your Regular Savings for your Membership Share, please make a deposit or transfer funds before the Upgrade.

Q: I have multiple member numbers today. Will I have multiple new Membership Share Accounts after the Upgrade?

A: No. The upgraded system is focused around you, our member, you will only need to have one Membership Share Account with a $5 deposit. All other $5 shares being held in your Regular Savings will be made available to you after the Upgrade.

FYI: As part of the Upgrade, Sub-Savings accounts will be re-named Regular Savings. If you have any nicknames on these savings, or any of your accounts or loans they will be retained as well. For your convenience, you can nickname your accounts in online banking or with a credit union representative.

As we upgrade to our new system, all members will receive a final paper statement from our current system with transactions and dividends through November 8, 2019. Credit card and mortgage statements will be delivered as normal.

Q: Will I still get a statement at the end of November?

A: Yes! The statement you will receive at the end of November will list transactions and account detail from November 9, 2019, through November 30, 2019. Contact a credit union representative if you do not receive both the mid-month and end of month statements for your accounts.

Q. What should I do to continue receiving eStatements?
A. To continue receiving eStatements after the Upgrade, be sure to log into Digital Banking, click on “Electronic Documents” and choose “Statements” to read and accept the new eStatement agreement.

Q. Will I be able to access past eStatements within Digital Banking?
A. Yes. eStatements from December 2017 through October 2019 will be available to primary account owners by November 15, 2019.

Q. What should I do to continue receiving account alerts (low/high account balance, direct deposit posted, etc.) after the Upgrade?
A. To continue receiving account alerts, every user will need to recreate their own alert preferences. There are several new alert options from which to choose. Existing account alerts will not continue.

Q. Will I still get my account notices, such as overdraft or late notices, electronically?
A. No. After the Upgrade, all notices will be mailed. The ability to receive your notices electronically will be coming after the Upgrade. Stay tuned for details!

We are very excited to announce a new digital banking platform for online and mobile banking! The decision to move to a new Digital Banking platform was very strategic to the credit union’s future. This new system was chosen specifically to allow Fox to enhance and add features members are requesting. With such an important system change, features may not be available immediately, however, please be assured we will be continually enhancing and releasing new features in 2020 and beyond.

The new Digital Banking, which includes online and mobile banking, has a robust, more user-friendly look and feel. This will provide a more consistent experience on any device and pave the way for future enhancements.

  • NEW! The ability to view and transact on all accounts you own or are authorized to transact on under one secure login, including joint, custodian, guardian, rep payee, business authorized signer, etc.
  • NEW! Enhanced Security! The new Digital Banking platform has industry leading security features built seamlessly into its foundation to protect you, our member. To enforce this high level of security, each owner or person authorized to transact will need to create their own username and password. During the enrollment process, multifactor authentication will be used, which is a simple process that requires an additional text, call or email.
  • NEW! Each individual user login can:
    • Tailor account preferences and alerts to their needs.
    • Group accounts in the way they would like to see them.
    • View statements of all accounts they own or are authorized to transact on.
    • Utilize the secure message center allowing users to have and save conversations with Fox.

Q: Will I be able to access my accounts within online banking or the mobile app during Upgrade weekend?

A: No. Online and mobile banking will be unavailable as of 4:00pm on Friday, November 8, 2019, as we upgrade to the new digital banking platform. The new system will be available on Tuesday, November 12, 2019.

Important: If we do not have your correct email and phone number, prior to Friday, November 8, 2019, you will not be able to sign into online banking (digital banking) starting Tuesday, November 12, 2019.

  • Primary members (first name listed on the account): please update this information today in our current online banking platform.
  • Joint members (including joint, custodian, guardian, rep payee, business authorized signer, etc.): please update your information here or contact a credit union representative to have your information updated. Every user will create a new username and password at enrollment. To complete the enrollment process, it’s extremely important that we have your correct email and phone number.

Logging into Digital Banking for the First Time

Starting Tuesday, November 12, 2019, you can enroll in the new Digital Banking platform through the mobile banking app or by clicking the orange “Secure Digital Banking Login” button in the upper right hand corner of this website (foxcu.org). Follow the prompts to identify yourself, create a new username (requested Login id), password, then read and accept the user agreement.

NEW! Once the steps above are complete, choose how to receive your secure access code, either by text, email or phone call to complete the enrollment process.secure access code example

Q. NEW! Who can enroll in Digital Banking?
A. Everyone who is authorized to transact on an account can enroll in Digital Banking and create their own username and password.

Q. If I am joint on an account, do I still need my primary account owner’s Digital Banking username and password to access our accounts?
A. No. As a joint owner you will need to have your own Digital Banking username and password, which will give you access to all accounts you own or are authorized to transact on.

Mobile Banking App

Q. Will the upgraded mobile banking app have the same functionality as the desktop version of Digital Banking?
A. YES! You will now have the same features whether you are on a desktop, tablet or mobile device.

Q. Will my app need to be updated?
A. Yes. You will need the latest version of our app; available in the Apple and Google stores after the Upgrade.

Mobile Check Deposit

Q. Is mobile check deposit changing?
A. Yes. Mobile check deposit will see an upgrade as well, making it even more convenient to deposit a check with your mobile device.

Q. Will I have to re-enroll in mobile check deposit?
A. Yes. Each user will have to re-enroll for mobile check deposit within the upgraded mobile banking app. After enrolling, you will be able to deposit a check into any of the accounts you own or are authorized to transact on.

Q: Will my already scheduled bill payments continue during and after the Technology Upgrade?

A: Yes, scheduled payments will continue during this time without interruption.

If you are a member with multiple bill pay accounts – we need you to take action to consolidate down to one bill pay account. Our new systems will only allow one bill pay per member. Please contact the a credit union representative at 920-993-9000 for assistance.

Q. I am a current Bill Pay user, what do I need to do?
A. It is important you log into Digital Banking before November 30, 2019, to ensure your Bill Pay services continue. Once you sign into Digital Banking, after the Upgrade, your Bill Pay profile will be automatically linked and ready to use by the following business day.

Even though you will see the Bill Pay menu option, please DO NOT re-enroll as this will create a new profile and will replace your existing Bill Pay profile.

Q. I am not a Bill Pay user, but I would like to be. What do I need to do?
A. If you currently are not a Bill Pay user, but would like to enroll after the Upgrade, please log into the new Digital Banking platform and click on the Bill Pay menu option to enroll and create a new profile.

Q. Will Bill Pay change?
A. All your payees and scheduled payments and eBills will remain. You will continue to access your Bill Pay through Digital Banking by selecting the Bill Pay menu option.

  • Prior payment history will NOT be available in Bill Pay.
  • Please save any Bill Pay history you may want.

Q. Will the ‘Transfer Money’ section of Bill Pay change?
A. Yes. If you use the ‘Transfer Money’ section of Bill Pay to transfer funds to accounts at another financial, these accounts and transfers will need to be recreated.

Q. Will bill payments scheduled to be paid during and after the Upgrade still be processed?
A. Yes. During and after the Upgrade, all scheduled and recurring payments will continue according to the schedule you set up, even if you haven’t re-enrolled in Digital Banking and Bill Pay.

Q. Will I need to set-up my payments and payees again?
A. No. Your current payees, scheduled payments, and recurring payments will continue after the Upgrade.

Q. I use Popmoney within Bill Pay. Will this still be available?
A. Yes. Popmoney payees and any scheduled payments will continue after the Upgrade.

After the Upgrade, automatic deposits, withdrawals and payments currently set up will continue without interruption.

Q: Will I need to notify companies depositing or withdrawing funds from my accounts of the new account number format?

A: Current direct deposits and automatic payments will continue after the Upgrade without interruption. When setting up new deposits or withdrawals, it is the best practice to use the expanded 12-digit account number format.

Q. Will I be able to see my direct deposit or ACH pending in Digital Banking?
A. No. Viewing the status of pending ACH deposits and withdrawals is not available. After the Upgrade, you can create an alert to be notified by text, email, or phone call when your direct deposit posts to your account.

Q. NEW! How will my existing recurring funds transfers work after the Technology Upgrade?
A. After November 8, 2019, all existing automatic funds transfers will continue, but they will not be available in Digital Banking for editing or viewing. At this time, they must be managed by credit union staff.

  • These transfers happen at 10:00am on the scheduled day.
  • If the full transfer amount is not available, an attempt will be made at the end of the day and for the next five business days.
  • If your transfer falls on a Sunday or federal holiday, your transfer will process on the next business day.

If you prefer to manage your transfers in Digital Banking, please contact the credit union after November 11, 2019, to cancel your existing transfers before creating new transfers in Digital Banking to avoid duplicates.

Q. Can I create new and recurring funds transfers within the new Digital Banking?
A. Yes. It’s as easy as choosing the accounts you want to transfer between, as well as the frequency. These new recurring transfers happen at 10:00am on the scheduled day (if the transfer falls on a Sunday or federal holiday, it will happen on the next business day). If for some reason funds are not available, the transfer will not happen.

Q. How do I continue transferring funds to other Fox members whose accounts I am not joint on, in the new Digital Banking?
A. You will also be able to transfer to other members, if they are enrolled in Digital Banking, without contacting the credit union. All you need is the other member’s email address, last four digits of the account number, and account type (checking, savings, etc.).

Q: Should I nickname my accounts?

A: If you have multiple member numbers or accounts, it might be a good idea to add a nickname before the Upgrade. After the Upgrade, when all of your accounts are consolidated on your statement, your nicknames will help you identify each account instead of having to remember the new account number.

Q. What happens to my account nicknames?
A. Your statement will continue to show your prior nicknames. However, in Digital Banking, you will need to reestablish your nicknames because now each individual user can customize their own account nicknames.

Q. How do I reestablish my nicknames in the new Digital Banking?
A. There are multiple ways to establish nicknames within the new Digital Banking. One way is to locate the account to be nicknamed and click on the triple dot icon and choose ‘Nickname Account’. account nickname example

Electronic teller will also receive an upgrade allowing you to access all of your owned accounts, without needing a separate PIN for each member number. After the Upgrade, you will need to know one of your new 12-digit account numbers for access. You will be able to access the upgraded system by calling the same number you do today, or you can contact us to be connected to the automated system. To prepare for the Upgrade, electronic teller will be unavailable as of 4:00pm on Friday, November 8, 2019. The upgraded system will be available Tuesday, November 12, 2019. Q. How do I access the new electronic teller? A. Please follow these simple steps:
  1. Call the toll free electronic teller phone number at 920.843.6789 or 855.584.3191 anytime of the day.
  2. Use any of your new 12-digit account numbers to log in and access any account you are authorized to transact on.
  3. The first time you log in, your PIN will be the last six digits of your social security number.
  4. Choose a new PIN. The new PIN can be four to eight digits long.
  5. For added security, electronic teller will confirm your identity by asking you to answer one additional verification question each time you call.
Q: Will I need to change my PIN for the new electronic teller system? A: Yes, you will have to create a new PIN the first time you call the new electronic teller after the Upgrade. The temporary PIN will be the last 6 digits of your social security number. Q: Do I share my electronic teller PIN with the joint account owners? A: To ensure the highest level of security for you, you should not share your electronic teller PIN with anyone else. Any joint owners can create their own PIN.

Q. NEW! How is text banking changing?
A. With the new Digital Banking, you can also enroll in text banking. Once enrolled after the Upgrade, you can text a code to 226563 and get a reply with your balance, recent transactions, or transfer funds to another account you own. The current 46247 text number and short commands will no longer work after the Upgrade.

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