Holiday Closing - Juneteenth
Our offices will be closed on Thursday, June 19, for Juneteenth.
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Details for Online Banking Users Action Needed Check List FAQs
Personal Online Banking Upgrade
While we’ll be sharing more details through a series of communications, this page will serve as your go-to resource for important updates and information. Below, you will find initial details about the platform transition, along with answers to frequently asked questions.
We understand you may be apprehensive about change, especially when it comes to your finances. That’s why we’re committed to keeping you informed through regular updates to this webpage. Supporting our customers and providing you with peace of mind is our top priority, and our goal is to make this transition as smooth and easy as possible!
Exciting New Features
We are investing in new online banking technology to benefit you, our customer, with new and improved functionality, which includes:
- A customizable dashboard – organize your accounts with colors, and get a quick & easy snapshot of your accounts
- The ability to do more in the mobile app
- Add and edit bill pay
- View statements
- New Exchange OnLine customers can enroll through the mobile app
- Know your credit score and link to our loan applications
- Make savings goals & track expenses
Don’t Worry, Be Happy!
- Active Exchange OnLine users, your username will not change
- Bill Pay payees will transfer
- eBanking Champions, NEBAT’s subject matter experts, are ready to help and provide “red carpet service”
Important Information for Exchange OnLine Users
TRANSITION WEEKEND - ONLINE BANKING UNAVAILABLE
Please note, there will be a short period of time where Exchange OnLine and the mobile banking app will not be available while we transition to the new & improved site and publish the new mobile app. Check this page for updates on timing of when this will be. There will also be an alert at the top of all pages.
ACTION NEEDED
Verify your contact information is correct inside online banking. Login to Exchange OnLine > Go to More > Customer Service > Contact Information
ACTION MAY BE NEEDED FOR NEBAT LOAN CUSTOMERS USING BILL PAY
In preparation for the upgrade, National Exchange Bank & Trust “on-us” loan payees in Bill Pay should not be used to make a loan payment. Your payment may not go through if you choose this payee.
Use Transfer as the best method for making your NEBAT loan payment electronically.
Simply login to Exchange OnLine and go to the Transfer page, then:
- Choose the account you would like to pay your loan from in the "Transfer from" field.
- Choose the loan account you want to pay in the "Transfer to" field.
- Set the amount you want to pay and when you want the payment to be made using the "Frequency" field.
If you choose to set up recurring transfers, the recurring payment will transition to the new platform.
If you choose to use bill pay and create a new payee for your loan as your preferred payment method, please note that delays will occur in applying your payment.
Be sure to cancel any upcoming or recurring payments scheduled in bill pay for which you establish a transfer for to avoid duplication.
ACTION NEEDED FOR LOAN ESTATEMENT RECIPIENTS
We are experiencing a delay in the delivery of electronic loan statements. Starting mid-June, your monthly loan statements will be delivered via U.S. mail, in paper form. Here are some actions you can take now:
- Verify your mailing address. Validate in the desktop version of Exchange OnLine that the mailing address on your most recent statement/bill is accurate by visiting your Last Loan Statement in the Documents menu. Please contact us via the secure message center in Exchange OnLine or reach out to your local banker if you need assistance in updating this information.
- Have a plan for making payments. Ensure that you have a plan to make your payments by their due date if you rely on email or in-app notifications as a reminder that your payment due date is coming up.
- Set up a recurring transfer. To ensure a timely payment of your loan, please consider setting up a recurring transfer within Exchange OnLine if you do not already have one established. These recurring transfers will transition to the new platform.
- Save Past Loan Statement PDFs. Please login to the desktop version of Exchange OnLine and download past loan statements you would like to have saved in your personal records. These pdf files will not be available after the transition to the new platform.
We are actively working to reintroduce loan statements in Exchange OnLine, and when they are available, we are excited to share that you will be able to view them in the mobile app as well as on desktop!
You will receive notifications via email and online banking messaging when Loan eStatements are ready.
Additional Details Regarding the Upgrade
Logging into Exchange OnLine
Accessing the desktop version of Exchange OnLine from any page of nebat.com will not change, and it is the recommended method of logging in. If you have saved an alternate login page on any device or browser, that page will not work after the upgraded site has launched.
User IDs will NOT change
For security purposes, you will be asked to provide additional personal identification information the first time you login and the new system will then prompt you to update your password with at least 12 characters.
Impact to Transfers, eDocs, Bill Pay, Alerts, Mobile & More!
Recurring transfers are expected to transition. You will want to confirm your transfers happen as expected.
External transfers will require a security code received through email or text, your chosen MFA (multi-factor authentication) method for enhance security. Additionally, external transfers made after 3 PM will be processed on the following business day.
eStatement and other eDocument history will change to two years. We highly encourage you to download and save all eDocuments (eStatements, eNotices and Tax Forms) currently available in Exchange OnLine.
Bill Pay payees and history are expected to transfer but will temporarily NOT be available starting the Thursday before transition weekend. Be sure to monitor your previously scheduled bill payments to ensure they have all transferred correctly.
Alerts that you have previously setup will need to be recreated. To combat fraud, we highly encourage the use of Alerts via email and/or text.
The new mobile app will have nearly all of the same abilities as the full desktop version of Exchange OnLine. To accomplish this exciting upgrade, we are completely rebuilding the app.
Apps on iPhones are expected to automatically update depending on the user’s settings.
Apps on iPhones are expected to automatically update depending on the user’s settings. Android users and iPhone users who have not enabled auto updates will need to download the new app (we suggest you also uninstall the old app as it will no longer work).
Look for this icon to confirm you are accessing the most recent app.
Card Controls will include controls for both CheckCards and credit cards and will need to be reset in the new app. The SecurLOCK Equip app will not work with NEBAT Cards after transition weekend.
People Pay will be changing and will be removed on February 17. A new person-to-person payment option will be added to the new and improved mobile and online banking tools shortly after launch.
Aggregated accounts will need to be relinked in the new Financial Wellness tool. Any accounts you had previously linked inside Exchange OnLine or the mobile app will need to be re-established.
Our eBanking Champions are here to help!
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.
Your Pre-Launch Checklist
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Verify your contact information is correct inside online banking for a smooth login process in the new solution.
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Login to Exchange OnLine > Go to More > Customer Service > Contact Information
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Confirm your current email address
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Confirm your current mobile phone number
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- Loan customers: update any NEBAT loan payments to transfers (On-us payees will not transfer; using bill payment will delay your payment.)
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Download any deposit statement you want to keep that is older than two years.
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Download all loan statements you want to keep – your statement will convert to paper for a short time period.
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Clean up bill pay payees – hidden payees will come over as Active Payees. You can either delete old payees now, or make them inactive after the transition if you don’t want to see them on the main bill payment page.
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Ensure your PIN is set up for Exchange Line (800-707-BANK) to check your balances and transactions over the conversion period. Additional Services - National Exchange Bank & Trust
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 Pre-Launch Checklist. It outlines the key steps you should take before launch day.
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.
When will Exchange OnLine change?
We are actively testing to create the best customer experience possible! Exact timing will be communicated as soon as dates are finalized.
Will online banking be unavailable?
Yes. We anticipate Exchange OnLine and the mobile app will only be unavailable for one weekend as we transition to the new platform.
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.
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.
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.
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.
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.
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.
