***UPDATE AS OF 04/03/2021 at 1:45PM***
Online Banking and Mobile Banking + Bill Pay are now up and running!
Our branches opened as planned at 2:00PM on April 2. ATMs and Debit Cards are fully functional, and all direct deposits have been posted. Additionally, members are able to call our Audio Teller at 1-888-427-9397 to check their balances or transfer money.
We appreciate your patience and understanding while we put the finishing touches on our new systems.
Important Online Banking login changes effective April 2nd, including password/security code
- Current Online Banking Login IDs/Usernames will remain the same on the new system, however, passwords will be updated to the last 4 of the primary member’s Social Security Number.
- Login: Existing user ID (Mobile and Online banking is the same)
- Password/Security Code: Last 4 of the primary member’s Social Security Number
- During your first login, you will be prompted to change your password/security code. During this process, the last 4 of your SSN will be your Current Password/Security Code and then you can change it to something you prefer.
- We do not recommend using your social security number in your final password.
- To access Mobile Banking, you will need to first log in to the online banking platform (using the login credentials noted above) to reset your password as the mobile app does not currently support password resets.
What will not change
- Current certificate and loan terms, as well as any payment due dates, will remain the same.
- Checks, debit cards, and credit cards will not need to be affected.
- Debit and credit card numbers will remain the same including Debit Card Personal Identification Numbers (PINs).
- Member account numbers will remain the same, so direct deposits should not need to be updated. However, account suffixes will change and this might affect ACH, MICR, etc.
Notice to Members with Bay CU Mortgages
- Mortgage payments to Bay CU mortgages will be unavailable from March 30, 2021 at 5PM until the system comes back online on Friday, April 2. Payments received via mail or at Bay CU locations during the system down time will be dated as received and processed on the new system April 2.
At Bay Credit Union, we’re dedicated to providing a convenient and professional banking experience to our members. To further support your financial needs into the future, we will convert our core data processing system to a new and improved platform effective April 2nd, 2021.
Upgrading to a newer technology provides us with a stronger, more reliable, and more efficient system today as well as the ability to improve into the future with more capable applications, better information security, and a highly redundant disaster response capability.
Please know our leadership and staff are committed to making this conversion a smooth and easy process for all. Our entire organization has spent many months planning for the change.
We hope you will take the time to review this information to fully understand the coming changes and how they will affect you. We thank you in advance for your patience throughout the process and, as always, for your loyal membership.
Resource Guide and Timeline
Additional changes effective April 2nd
- e-Statements from January 1, 2020, forward will carry over for members to review past transactions. A paper statement will be issued for the month of March and available to all members in early April – including those enrolled in e-statements. The first e-statement available through online banking will be in early May. We advise you to print your account history and last few statements from Online Banking prior to the conversion for reference. You may also request printed copies of your statements in a branch.
- Be advised payroll will post by transaction code and splits may not occur.
- Although member account numbers will remain the same, account suffixes will change affecting ACH, Share Draft MICR, etc.
Frequently asked questions
Q: Why is Bay CU making this change?
A: This system upgrade is an important technological advancement for the credit union and our members. Converting to a new core technology will enable Bay CU to operate more efficiently as well as provide the members with new products, functionality, and benefits. The new system will bring more applications and functionality to the Online Banking system, more functionality to Mobile Banking, an upgraded Interactive Voice Response system, and more data security.
Q: When will the credit union be closed?
A: We will be closed Thursday, April 1st for the conversion. All locations will reopen Friday, April 2nd at 2 p.m.
Q: When will the changes take place?
A: We will onboard the new system after the closing of business on Wednesday, March 31st. Because of the complex nature of the transition, our offices will remain closed until 2 p.m. on Friday, April 2nd.
Q: Will I be able to access my money and/or accounts during the closure?
A: Yes, you can access your funds at ATMs or by using your debit cards. Account balances will be unavailable and spending limits will be based on industry stand-in limits which may be different than actual account balances. To avoid any NSF fees, please make sure you have an accurate account balance as of 3 p.m. on March 31st and keep a register of any transactions made.
Q: Are accounts safe and secure? How safe is this transition?
A: Yes, accounts and personal information are secure. The safety and security of our members’ accounts and their personal information is always a top priority for Bay CU. The new system uses the latest advances in data security. In addition, your funds are insured by the National Credit Union Administration per individual up to $250,000.
Q: Will my personal information be safe and secure?
A: Yes, we will continue to maintain the industry best practices and keep member security top of mind throughout the conversion. Member privacy and security are our priority during the transition, and the new system will provide even more safeguards to protect sensitive information. For peace of mind, we encourage you to review statements before, during, and after conversion to ensure accounts are as they should be.
Q: Will account numbers change?
A: No, account numbers will not change. However, account suffixes will change. This might affect ACH, MICR, etc.
Q: Will Direct Deposit/ACH/Payroll Deductions be affected?
A: No, these transactions will be processed without interruption. It is not necessary for you to contact your employer or others who deposit or withdraw funds from your accounts. Payments to credit cards posted by payroll deductions/splits will be converted to auto transfers.
Q: Will I need to order new checks?
A: No, the check information will remain the same.
Q: Will I be issued a new debit or credit card and PIN?
A: No, all debit and credit cards and their PINs will remain the same. Cards may be used throughout the transition without interruption. Do keep in mind, following the close of business on March 31st, debit cards will move to offline processing until the new system is live. During this time, new transactions will be delayed in posting to your account. Large purchases should be avoided if possible while in offline processing to avoid overdrafts.
Q: Will account history be transferred to the new system?
A: Account history will NOT transfer to the new system. However, e-statements from January 1, 2020, forward will carry over for members to review past transactions. You should make sure to download and save the previous months’ e-statements for reference prior to the close of business on March 31st. March statements will be available in early April and will be mailed to all members, including those enrolled in e-statements. The first e-statement will be made available in early May.
Q: Will statements remain the same?
A: All members, regardless of whether they are enrolled in e-statements, will receive a paper statement for the month of March. Following this, e-statement enrollees will begin receiving e-statements again.
Q: Will Online Banking User IDs and passwords change?
A: Online banking usernames will convert to the new system, however passwords will not. Upon your first login, you should use your existing username and enter the last 4 digits of the primary account holder’s social security number as the password.
During your first login, you will be prompted to change your password. We do not recommend using your social security number in your final password.
Q: Will Bill Pay be affected by the conversion?
A: Active Bill Payees and recurring payments will transfer to the new Bill Pay platform. However, you should consider printing a copy of the payees for future reference. The creation of new Bill Pay transactions will be unavailable over the weekend so you should visit the biller’s direct site, if available, for new payments.
Q: What should be expected prior to the conversion?
A: Converting to a new core technology will enable Bay CU to operate more efficiently as well as provide members with new functionality and benefits, but expect some service interruptions. CO-OP Shared Branching, online banking, mobile banking, and phone banking services will be unavailable from 5 p.m. Wednesday, March 31st until 2 p.m. Friday, April 2nd. Debit and credit cards will function as normal at ATMs and merchants. It is recommended for members to withdraw cash on or before March 31st or have access to alternative forms of payment such as major credit cards, cash, and checks during the days impacted by the conversion. Additionally, branches will be closed from Thursday, April 1st to Friday, April 2nd at 2 p.m.