A New & Improved eBanking Experience

 Exchange OnLine Upgrade FAQs

What do I need to do now? 

To ensure a smooth transition to our upgraded digital banking experience, we recommend reviewing our Post-Launch Checklist. It outlines the key steps you should take after you login for the first time.

Who can help me?

If you have questions or need assistance, please do not hesitate to use the chat function or call our eBanking Champions at 920-924-2250. Our eBanking Champions will have extended service hours from Monday, June 16 through Friday, June 27. They will be available Monday - Wednesday, 8:30 AM - 6:30 PM, Thursday 8:30 AM - 5:30 PM and Friday 7:00 AM - 5:30 PM. 

When will Exchange OnLine change? 

The upgrade is scheduled to launch the morning of Monday, June 16. Online and mobile banking will be temporarily unavailable from Friday, June 13 at 8 PM CST through the morning of Monday, June 16. During this time, you will not be able to access our online banking website or mobile app. 

Will online banking be unavailable? 

Yes. Online and mobile banking will be temporarily unavailable from Friday, June 13 at 8 PM CST through the morning of Monday, June 16. During this time, you will not be able to access our online banking website or mobile app. 

Do I need to re-enroll? 

No, you will not need to re-enroll, and your username will remain the same. 

Will I have to download a new mobile app? 

Yes. A new and improved mobile app will be available for download once the new platform has launched. 

Why can't I download the app? What makes my device incompatible? 

For security purposes, National Exchange Bank mobile app is designed to be compatible with the most recent operating system releases. As of June 16, 2025, supported operating systems are Android 12 or higher and Apple iOS 15 or higher. 

Why can't I use the desktop version of Exchange OnLine? Why isn't my browser compatible? 

For security purposes, National Exchange Bank's online personal banking platform, Exchange OnLine, is designed to be compatible with the most recent browsers. For most browsers, the latest two versions are supported. 

Will my username and password change? 

Your active Exchange OnLine username will not change; however, your password will need to be updated once you have logged into the new platform for the first time. 

What are the new password requirements? 

The first time you login to the upgraded platform, you will need to change your password. It will need to be at least 12 digits and include an uppercase, lowercase, number and special character. If your current password meets all of these requirements, it will still need to change the first time you login. 

My phone number is a non-North American phone number. How can I initially access the new platform before I can set up the authenticator app?

Please contact the bank’s eBanking Champions directly to help assist you with  your first login by calling 1-920-924-2250 during the bank’s normal business hours. 

When I log in to the app, I am prompted to turn on Digital ID. What is Digital ID?

Digital ID is an added layer of security for when you need assistance. It will allow National Exchange Bank & Trust customer service representatives to push a request to your mobile device to confirm your identity.  Please only give this code when you receive it during a support call using a trusted, published phone number on nebat.com or chat you have initiated with a NEBAT representative on nebat.com or inside an ebanking solution. Do Not give out a one-time passcode in response to a text or call to validate a card transaction.

Will I have to re-create my bill pay payees? 

No. Active payees are expected to transfer and will be available in the new platform. 

Why are my Bill Pay Default Payment Accounts not showing?

Although all recurring bill payments and bill pay payees transferred from the previous version of Exchange OnLine, the default account set to pay a payee did not transfer.  If a recurring payment has been set up, it will continue to pay from the account originally set to pay from; however, the "Pay From" field will not be populated.

For non-recurring payees, each time you pay the vendor, you can select the funding account for each payment. The last account chosen will default in the “Pay From” field for the next payment.  

How do I change my default account for a recurring payment?

You can change your default account in the Manage tab of the Bill Payment payee.

Will I have to reset my alerts and card controls?

Yes. Alerts that you have previously set up will need to be recreated. Once the new site has launched, go to Tools > Alerts to set up your alerts. You will need to agree to receive SMS text messages as part of this process. The SecurLOCK Equip app will no longer work with NEBAT Cards after transition weekend. 

Why am I getting all my text notifications at one time?

With the new platform, you will be receiving text notifications all at once around midnight each night. To avoid that please set up daily alerts with a time to avoid getting multiple texts.

Why am I no longer receiving push alerts to my device?

If you receive a new device, your alerts need to be updated to push to the new device.  Open each alert to update the destination, and manage your devices by logging in through a browser. Once logged in, go to your profile in the upper right. Choose Settings > Security > Push Notification Registered Devices. Controls set up in Card Controls need to be directed to your new device in the Manage Cards section.

Will my linked accounts transfer? 

The current Personal Finance tool will be replaced with an improved Financial Wellness tool. Any accounts you had previously linked inside Exchange OnLine or the mobile app will need to be re-established. 

Will my statements and eDocument history be available to me?

Two years of statement history will transfer; and a rolling two years of statement history will be maintained. If you would like to have a longer archive, please be sure to save statements out of Exchange OnLine.

Why didn’t I get my alert for my monthly statement or notice?

Statement and notice alert functionality has been delayed. Your electronic deposit statements and all notices are still available in Exchange OnLine. Our team is hard at work to get these alerts to send as expected.  

Why am I seeing my closed account in eBanking?

Accounts will show in eBanking in a closed status until they go through our historical purge process. You can choose to hide (or show) accounts based on your preference within the Account area of the Settings menu.

Will my transaction history be available in the new platform?

A limited number of historical transactions will transfer to the new platform. We recommend downloading any transaction history needed for accounting software before the transition to the new platform. 

Will my scheduled transfers continue? 

Yes. Scheduled internal and external transfers will continue. You will want to confirm your transfers happen as expected. 

Will nicknames on my accounts transfer? 

Yes. However, the new Exchange OnLine has different character limitations. When you go to update account parameters, you may be required to remove special characters or shorten your nickname in order to save your changes. 

How do I customize categories for my transactions? 

From the accounts page, with the account selected that you want to customize the transactions for, click on the button below the transaction, for example the button may read "Loans" or "Groceries." The side-car menu will display to "Categorize Transaction" in here you will see many options of parent categories to scroll through and select. Once you select a parent category, there are more sub-categories to choose from. You can create a custom sub-category: click the "+," type your category name and hit enter to save. 

Note: You will not be able to delete or edit custom categories.

Why can I still see an account that I hid in the dashboard on the accounts page?

The dashboard settings in a browser on a PC only customize what you see on the dashboard. To hide an account from all areas inside online banking, please use the settings menu found under your profile icon / image in the upper right corner of your screen.

Why can’t I see all the features I am expecting to see on my Chromebook?

Chromebooks, though they look like a laptop, function differently and do not always display the full browser version of Exchange OnLine. We recommend downloading the mobile app on your Chromebook to get the best experience.

How do I set-up Card Controls and Alerts?

Login to Exchange OnLine or the mobile app and go to “Card Management” under “Manage Cards.” On a PC, hover over the card you want to set alerts and controls for and click “Manage card,” then click the gear icon across from “Alerts and Controls.” On a mobile device, under the card you want to manage, select Alerts and Controls. When the “Alerts and Controls” items are displayed you will see “Update Registration” below the “Card Settings” section. Select the method you want to receive alerts on.

Why don’t I see SMS text available for my phone number?

If you have not verified your phone number, SMS text will not be an option. Go to Settings > Contact and choose the pencil next to the phone number that says “Not Confirmed.” You will need to put in two instances of MFA to confirm the number.    

Select “Send a code via text” – Chose Text or Call and choose Send.  Enter the code you received and click Verify. 

Enter the second code you receive in the “Code” section and Select Confirm Code. 

A green “Confirmed” button will appear.  Choose Save Changes.  

How do I access other Registered methods of alerts (like email, text or push) in Manage Card Controls? 

You can receive alerts via email, text or push notification. To customize your preferences, go to Update Registration. If one method is already active, select the activated method next to the green icon. A list of available options will appear: email addresses, phone numbers for text and devices for push. Check or uncheck the boxes to turn each method on or off. Be sure to click “Save” to apply your changes.