FAQ Online and Mobile Banking
Our Core System Conversion is now complete and this information is for reference only. For details and how-tos about our updated services please visit the following pages:
FAQ - Online and Mobile Banking
Q. How do I access the new Online Banking or Mobile App?
Login for Online Banking is on the home page of our website. The new Greenville FCU Banking app is available for download from App Store and Google Play. Follow the prompts to install the app.
Mobile App Tip: Delete the old mobile banking app from your phone before installing the new app. IMPORTANT: Be sure to find the new app which does not have the word "Mobile" in the title.
Online Banking Tip: If you are a frequent desktop computer user, you should know that Internet Explorer has been replaced by Microsoft Edge and no longer supports the minimum security measures required to keep your data safe. To ensure the best experience possible on desktops, update to the latest version of one of these browsers: Chrome, Firefox, Microsoft Edge, or Safari and clear your cache/history.
Q. How do I log in to Online or Mobile Banking?
The first time you log in to either the new Online Banking platform or Mobile Banking app you will need to enroll as a first-time user. Select “First time user? Enroll now.” and follow the prompts.
You will then be asked to choose which contact method to which you wish to receive an authorization code. Authorization codes are valid for 3 to 6 minutes. The phone number can be a cell phone or a landline if you prefer to receive a phone call for verification. If you select to receive a phone call instead of a text message, you will be asked to enter a single digit before the verification code is provided to you. If you do not answer the first call, a second is not automatically sent, and the code will not be left on voicemail systems. You will need to begin the process again. The phone number may be listed as coming from anywhere in the US.
Once you complete your verification, you will be prompted to set up new log in credentials. These same credentials will be used for both the Mobile Banking App and Online Banking platform.
A note about setting up credentials: There are different rules for
setting up the Username and Password.
Username Rules
Must be between 4 and 20 characters
in length.
Must begin with a letter.
Cannot contain special characters.
Password Rules
Must be between 8 and 20 characters in length.
Allowable special characters:
!"#$%&(*)+,-/;<=>?[\]^_`{|}'
Q. What is this two-factor authentication?
Two-factor authentication is an additional layer of security that uses a verification code that only a specific user has access to.
Q. Will I be asked for a
verification code each time I log in to Online Banking?
If you want to be remembered each time you log in, click the “Don’t ask for codes again” box that appears on the verification code screen. Note: Never select this option when using a public or shared computer.
Q. Can I receive the two-factor verification code via email?
No. The code will be delivered via text message or by voice to a mobile or landline phone.
Q. How do I log off of the Mobile App?
Simply close the app after use.
Q. Will the Mobile App stay open on my mobile device if I don't close it?
Yes, but as a security measure you must re-confirm your sign-in by fingerprint authentication, FaceID, or a 4-digit passcode after a period of inactivity or any time you switch to other apps or functions on your device.
Online Banking will automatically sign you out after a period of inactivity.
Q. How does the Mobile App secure my data?
Whether the Mobile App is closed or not, your data is encrypted on the device and cannot be intercepted while using any network.
As is common practice in Fintech today, all communication between the Mobile App and your device is encrypted locally and sent over TLS 1.2+. This means that all user-entered data—including personal identifiable information—is encrypted before it ever leaves the user’s device.
A user’s device stores a lot of sensitive information. To lessen the likelihood of that information being compromised in the event of a lost or stolen device, the Mobile App encrypts device-held data at rest—that is, the data is rendered unreadable even when it’s not moving across a network. Additionally, all personal identifiable information that is stored on the app's servers is encrypted and adheres to industry standards regarding limitations on who has access to that information.
Q. Will my joint account holders also need to log in and set up
new passwords?
Joint account holders will not be able to see the joint account under their own Online/Mobile Banking profile.
Q. Will I be able to see accounts if I am a joint account holder, but not the primary?
No. Only the primary can see the jointly held account in Online/Mobile Banking.
Q. Will I need to acknowledge a new online banking disclosure and end user agreement? Will joint account holders also need to acknowledge a new online disclosure?
Yes. Both the primary account holder and the joint account holder with their own unique user ID will need to “accept” the new online disclosure. The screen to “accept” the new disclosure will appear during your first login to the new system.
Q. Will my available balance shown in the new Online and Mobile Banking platform reflect transactions that occurred during the conversion?
Yes. By Monday, March 2 at 12:00 pm, all transactions including debit card and ATM withdrawals, check drafts, direct deposits, and scheduled loan payments, transfers, and bill payments will process and be reflected in your available balances when you log in for the first time.
Q. Will my
transaction history transfer to the new Online and Mobile Banking platform?
No. The new Online and Mobile Banking platform will not provide transaction history prior to March 1, 2020, but February statements will include all transactions through February 29, 2020. Due to the system upgrades at the end of February, we are mailing printed February month-end statements to all account holders free of charge, including members enrolled in E-Statements. Account holders may visit a branch or call the Contact Center to review their prior account history.
Q. Will I be able to access old statements in the new Online and Mobile Banking Platform?
Yes. 24 months of previous statements will be posted soon. Look for the 'Statements and Notices' tab in the menu. Statements more than 24 months old can be requested by visiting any branch or by calling our Contact Center.
Q. Will my existing scheduled account transfers be interrupted during the conversion?
No. Any scheduled transfers will process without interruption.
Q. Why does my address appear to be blank?
The system should display your address after a few minutes, or by the next time you log in.
Q. Will my existing
scheduled account transfers remain in place in the new Online Banking platform?
All existing scheduled account transfers (share to share and share to loan) will remain in place for your accounts and will process as scheduled during and after conversion. However, you will only be able to see your share to share account transfers in the new platform after conversion. To verify your share to loan account transfers call or visit any branch.
A note regarding Scheduled Transfers: Transfers will now process at Midnight each day, rather than at 9:00 AM.
Q. Will Intuit (Quicken, Quickbook)
aggregation services be interrupted?
Yes. Intuit aggregation services will be interrupted for up to 3-5 business days after conversion. Intuit product users are encouraged to download a QFX/QBO file prior Friday, February 28. The following services will not work during the outage:
Quicken Win/Mac Express
Web Connect
QuickBooks Online (QBO)
Mint – Users should not open
Mint for 3-5 business days after the conversion to ensure the Mint
product is properly updated.
TIP: To ensure a smooth process after conversion, users should follow these instructions to migrate their services.
Q. Will the personal financial manager tool, My Budget Manager, be included in the new Online and Mobile Banking platform?
Yes. My Budget Manager should be in place very soon.
Q. Will I need to re-enroll in My Budget Manager in the new Online and Mobile Banking platform?
No, you will not need to re-enroll. The conversion to the new Online and Mobile Banking platform should be seamless to My Budget Manager.
Q. Will the budgets and goals I have currently set up in My Budget Manager transfer to the new Online and Mobile Banking platform, or will I have to set those up again?
Yes. All your current My Budget Manager accounts, budgets, and goals will transfer to the new Online and Mobile Banking. There is no new setup required.
Introducing our New Online and Mobile Banking Platform
Still have a question?
If you have any questions regarding the core system upgrade, please call our Contact Center at 800-336-6309, or submit your question using our online form.