Online Banking Frequently Asked Questions
Why is online banking changing?
We are upgrading our online banking system as part of our ongoing effort to provide account holders with state-of the art banking functionality, convenience, and security. Our new online banking system offers robust online banking functionality on all of your devices, and will enable you to bank anytime, anywhere like never before. Here are a few of the upgrades:
- New, intuitive design
- Personal financial management
- Customized organization of accounts
- Person-to-person payments
- Updated app, including full functionality for businesses
- Commercial banking enhancements for ACH originators
- New corporate banking functionality
- Corporate banking report generation
Is there any action required to start using the new experience?
Yes, it is important that you either update or validate your contact information in order to enable you to log into the new system. Please contact our customer service department at 888-418-5333 or your local branch to update your information.
Will I have to re-register for online banking?
No, if you already registered, you will still have access. You will be prompted to set up a new password when you sign into the new system for the first time. You may use your current or a past password.
How do I login?
You will log in with your current User ID and password. You will also be asked to enter a one-time secure access code, which you can choose to have sent to a phone number or email address we have on file. To make your login as smooth as possible, it is very important that we have up-to-date phone numbers and email addresses on file for you (and your users, if applicable). Please contact your local branch to update your information.
If you currently login through our business platform, please be aware that you will no longer need to enter your Company ID. You will only need to enter your individual User ID.
Will my information convert over to the new online banking site?
Yes. With the exception of wire templates for businesses, all of your settings within our current online banking site will migrate to the new online banking site (for example, account nicknames, billpay payees and history, recurring transfers, e-statements, ACH payees and templates). You will also be able to see 18 months of transaction history.
However, any changes made in our current online banking site after July 18, 2018, will not be included in the migration.
Please be sure to check your information to make sure everything migrated correctly. For businesses, be sure to check your user permissions for accuracy.
What’s changing with Bill Payment?
Bill Payment functionality will mostly be staying the same with an updated look. Below are some things you need to know about the changes.
- Items paid via check will now be drawn on your account. This means that the funds won’t clear your account until the payee has deposited the check. It also means that you will have an image of the check available on your account history.
- Items paid electronically will function the same as they do now.
- Bill Payment will be unavailable on July 24, so please complete your bill payments and maintenance by July 23. There will be no interruption of payment service during the downtime, meaning your previously scheduled payments will continue to be sent during the downtime.
Will I need to reconnect my account for my Intuit product?
Yes, you will need to reconnect your account after the transition. If you have an automatic download set up in an Intuit product, the automatic sync may be down for 3-5 days after the migration on July 25. If you do not want to wait to sync all of the data once the sync is available, you can manually download the data and import it into your Intuit product during the downtime.
Do I need to download the new app?
If you have an Android device, yes. You will need to download the new Cache Valley Bank app and delete the old app.
If you have an Apple device, no. The app will update automatically if you have your phone set to allow auto-updates. Or you can manually update the app through the app store.
Is anything changing with mobile capture?
Yes. You will now be required to endorse the check with the verbiage “For Mobile Deposit Only”. If this verbiage is not included, you will not be able to submit the deposit.
What’s changing with business banking?
Businesses can now use the Cache Valley Bank app! Businesses may also utilize mobile capture upon approved request.
The cut-off time for ACH files will remain 4:00 p.m. However, this time cannot be extended.
For wire and ACH originators who manage multiple businesses, you can now add subsidiaries for ACH batches and wires.
We also have enhanced corporate banking functionality for businesses who need to assign role-based or more granular user permissions.
Who can I talk to if I have questions?
You may talk to your local branch. You may also call or email our customer service department at 888-418-5333 or email@example.com.
Is there an online resource for help?
Yes, there is a “help” button available in the menu.
Are there minimum browser requirements for this new system?
The only browser requirement is that your browser must be HTML5 compatible. We recommend updating your browser to the latest version available—not just to ensure compatibility with the new online banking experience, but also to ensure that your online banking is as secure as possible. Browsers below the following requirements will not provide functionality: Internet Explorer – Version 11 and below, Firefox – Version 24 and below, Chrome – Version 30 and below, Safari – Version 6 and below.
Can I use this on my phone/tablet?
Absolutely. Our new online banking system will provide you the ability to bank anytime, anywhere, from any device—conveniently and securely. You can download the app on any Android or Apple device, and it will provide a consistent experience with banking from your desktop. If you’re on a platform that isn’t Android or Apple, you can always access online banking via your HTML5-compatible mobile browser.