Technology Upgrade

Better banking - through better technology.

Updates and Important Information

The technology upgrade was completed on July 23.  We are continuing to work on some post-conversion issues and are making progress.  The loading of historical online statements continues, and Check Cards that were affected by chip issues have been replaced.  

Many of the exciting new features this technology upgrade brings are already available, and more will be phased in over the coming days and weeks. 

As we have been communicating over the last few weeks, there are changes you need to be aware of (including how to log in to electronic services for the first time) and there may be things you need to do immediately or over the next few days to ensure your transition to the new services goes smoothly, depending on which of the services or features you use.

Check here for all you need to know.  Updates will be made as needed so you always have access to the most current information.  Items showing a check mark check mark (þ) should be on your to-do list, if you use that type of product or service.

Customer Service is here to assist you:  (800) 257-8316 toll free, weekdays from 7 am to 6 pm Central Time.

TIP:  To access Mobile Banking, you must first log in to online banking on a computer and download the appropriate new American Bank app to your mobile device.

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Things that haven't changed

The following have not been impacted by our technology upgrade: 

  • Checks:  you can continue to use your current supply of checks. 
  • Account Numbers:  your deposit and loan account numbers remain the same. 
  • Check Card and PIN:  your card and PIN remain the same. 
  • Direct Deposits and Automatic Drafts:  all your electronic deposits and automatic drafts continue without interruption.  

Coming Soon!

Zelle - an easy way for Personal Online Banking clients to send money directly between almost any U.S. bank accounts, typically within minutes, using just an email address or mobile phone number.

Check Card Controls - lets you determine how, when and where your Check Card is used.

PayPal - simplify adding your bank account to PayPal.

Apple Pay - add your Check Card to mobile wallets, and pay for purchases by simply holding your phone close to the merchant's enabled device to securely pay without using your physical card.   

Statements

All check images are now available; deposit images prior to July 23 will not be available; previous statements are still being loaded but several months are now available.

Your statement has a new format that's easy to read and understand.

You may receive two statements in July: 

  • Accounts with a July cycle date prior to the 20th received two statements:  one on their normal July date and another as of July 22nd.
  • Accounts with a July cycle date of the 20th, 21st, 22nd or 23rd received one statement - as of July 22nd.  Service charges/fees were charged as appropriate on the July 22nd statement.  If your cycle date is July 23, activity for that day will appear on your August statement. 
  • Accounts with a July cycle date of the 24th through the 31st will receive two statements:  one as of July 22nd and one as of their normal cycle date.

Commercial accounts were charged their regular service charges/fees/analysis fees on the July 22nd statement.  Any balance requirements or earnings credit were based on the account information as of that date.

Check Cards/ATM Cards

All ATMs are in service with full functionality.  An issue with card chips was encountered on a small portion of Check Cards.  Affected cards have been replaced, sent to the clients by Priority Mail on July 23.  If your card was affected but you have not received your new card, please contact Customer Service. 

When using your card for withdrawals at American Bank ATMs, you will need to remove the card from the machine before your cash will be dispensed.   

Electronic Banking

Online & Mobile Banking

There are two different versions of online and mobile banking:  one for personal and one for business clients.  (See the Business Banking section below for more information on Business Online Banking, and the Personal Banking section for information on Personal Online Banking.)

Bill Pay

Everything possible was done to move existing Bill Pay payees and scheduled payments to the new system.  Certain types of payees and payments, however, did not make the transition. 

It is critical that Bill Pay users check their payees and scheduled payments on or after July 23 and re-establish payees and payments that did not make the transition to the new system, to ensure your payments are made on time.  

Check markExisting payees:  On or after July 23, check to be sure all your payees are in the system.  Set up any that are missing.

Check markScheduled and recurring payments:  Single payment dates scheduled more than one year beyond July 20, 2018 and recurring payments scheduled more than 2 years beyond July 20, 2018, will not transition to the new system.  

Re-enter any scheduled or recurring payments that fall into either of these categories.  This is very important, to ensure that your payments continue without interruption.  

Check markPayments to individuals:  individual payees set up to use the payee's bank account number for payment will need to be re-established in the new Bill Pay system, on or after July 23.  

Payees set up with an email address or mobile number (person-to-person payments) did not convert, and that functionality is not available in the new system.  Other arrangements for those types of payments will need to be made.  This functionality will be restored at a later date with a new service called Zelle.  

Payees set up with a postal address for payment did convert, and will continue to receive a check.  

Payments scheduled to payees that did not convert will not be made.  

Check markeBills:  Any eBills you had set up in Bill Pay need to be re-established in the new system, on or after July 23.  

Bill Pay profile:  If your business had more than one Bill Pay profile in the previous system, you only need one in the new version, because multiple users are allowed on one profile. 

Method of payment:  Your Bill Pay payee's method of payment may change from electronic to check or vice versa.  

The payment method is determined by the relationship your payee has with our new Bill Pay provider and how they arrange to make payments.  

Payments scheduled during the transition:  Our current Bill Pay vendor processed payments on July 20 and they were paid on July 23 (the next business day as usual).  The new Bill Pay provider is responsible for payments scheduled to process on July 23 or after. 

Outstanding Bill Pay checks:  Any outstanding checks issued from the previous Bill Pay vendor that have not been cashed by the payee after 90 days will be refunded to the account from which the payment was made.

History:  Record of payments made in 2018 transferred to the new system.  Bill Pay payments will continue to be displayed in the deposit account transaction history.  

Support:  Please contact American Bank Customer Service for all Bill Pay questions:  (800) 257-8316.  The previous Bill Pay support number is no longer available.  

Rush payment fee:  Effective July 23, the Bill Pay rush payment fee is $19.95 each.

Loans

Auto-transfer notices:  If you have been receiving an Auto-Transfer Notice when your loan payment is posted, you will now receive that information on a detailed monthly billing statement instead.  

Loan Billing notices, Home Equity Line of Credit (HELOC) statements and Personal Line of Credit statements:  These now include a payment stub for return with your payment.  

Deposit Account Changes

American Money Fund, American Business Money Fund and American Money Fund Public Fund Accounts:  The names of these accounts became American Money Market, American Business Money Market and American Money Market Public Fund accounts, respectively, on July 23. 

Money Market CD:  Effective July 23, this account is now called a CD.

No other changes are being made to the above accounts. 

Premium Interest Checking, American Select, and American Family Accounts:  Combined average daily balances of qualifying personal deposit and loan accounts for purposes of waiving the monthly maintenance fee are now based on the combined average daily balances during the current statement period rather than during the prior calendar month.  

 

In addition to the general information above, Business Banking clients should familiarize themselves with any information below that pertains to services they currently use.  

For assistance with questions: Treasury Management clients should contact Treasury Management Support at TreasuryManagementSupport@AmericanBank.com or (800) 725-9980 ext. 5296.  All other Business Banking clients should contact Customer Service at (800) 257-8316.  

Account Analysis

Posting of analysis charges:  Account analysis charges (if any) now post on the tenth calendar day of the month following the end of the analysis period.  If the tenth day falls on a holiday or weekend, the charge will post on the prior business day.  

Business Online Banking

There now is a separate online banking product for business clients called Business Online Banking.  

Company ID:  The Company ID is an additional credential for Business Online Banking logins, to be used in conjunction with each user's user name and password.  The Company ID was included in the cover letter of a packet of information mailed to all online banking Company Administrators on Tuesday, July 3.  Company Administrators should provide the Company ID to all users.

There is only one Company ID per company setup/profile.

First Time Login: Company Administrators

Check markTo access the system for the first time: 

Note: A Business Online Banking Quick Start Guide is available in the Resources section in the right hand column.
Click on the Business and Other Logins drop-down box in the upper right corner of the website.  Click on Business Online Banking. 

Follow the instructions under the Business Online Banking Initial Login section below, beginning with the step Enter Your Company ID.  (The Company ID was included in the cover letter of a packet of information mailed to all online banking Company Administrators on Tuesday, July 3.  It is also available by contacting Customer Service at (800) 257-8316 or Treasury Management Support at (800) 725-9980 ext. 5296.  The Company ID should be provided to all users by their Company Administrator.)

Upon first login to the new system, online banking Company Administrators should do the following: 

Check markShare the Company ID (see the Business Online Banking section for more information) and initial login instructions with their users.  

Check markReview, update and create users - and establish service entitlements, account entitlements and limits.  

Navigation:  Administration tab > Company Administration > Manage Users.

Check markReview and update user phone numbers (users' phone numbers must be correct in Business Online Banking in order for users to successfully authenticate with the new system). 

Navigation:  Administration tab > Company Administration > Manage Users.  Select User ID and navigate to Edit Contact Information.  

Check markReview account numbers and change account descriptions, if desired.  (All users will have the same account description.)  If changes are made, confirm that the expected accounts are displayed.  Verify that all accounts are present.  If there are issues, contact Customer Service at (800) 257-8316.

Note:  Only users with an administrative role can view full account numbers in the 'Manage Account Information' section.  Only the last four digits are displayed to non-administrative users.  

Navigation:  Administration tab > Company Administration > Manage Account Information

Check markSet company approval levels.  

Navigation:  Administration tab > Company Administration > Manage Approval Settings

Check markBecome familiar with the various Business Online Banking "roles" and the capabilities of each.  

  • Setup role (displayed in Business Online Banking as "Allow this user to setup templates"): This role entitles the user to template setup capabilities for only those services and accounts to which the user has been entitled.  
  • Company Administrator role (displayed in Business Online Banking as "Grant this user administration privileges"): Allows the user to add, modify, copy and delete users; modify their roles, services and account access; rename accounts; and modify the number of approvers required for requests.  

Check markBecome familiar with Business Online Banking by navigating through the system.

  • A "Help" feature is located at the top right of the screen and a "How do I...?" feature is located at the bottom left.  
  • A training video is available above under Resources, on the right side of the screen.  It covers alerts, administration functions, reports, transfers, and stop payments, along with Treasury Management-focused functionality including ACH, Positive Pay and online wires.  

Users should do the following, after the Company Administrator has completed setting up users' roles and rights:

Check markReview and update their phone numbers and email addresses, if necessary.  

Navigation:  Administration tab > Self Administration > Manage Contact Preferences

Check markBecome familiar with Business Online Banking by navigating through the system.  

  • A "Help" feature is located at the top right of the screen and a "How do I...?" feature is located at the bottom left.  
  • A training video is available above under Resources, on the right side of the screen.  It will cover alerts, administration functions, reports, transfers, and stop payments, along with Treasury Management-focused functionality including ACH, Positive Pay and online wires.

 

Check markInitial Login:  Users will need to re-establish a password.  To log in to the new system for the first time:  

  • Locate the login box at the top left corner of any website page.  
  • Click the drop-down arrow marked Business and Other Logins; select Business Online Banking.  
  • Enter the Company ID.  (This should have been provided to users by the Company Administrator.  The Company ID is the same for all users within a company.)
  • Enter your Business Online Banking User ID.  It will be your previous ID, minus all special characters and spaces.  For example:  Steve#123 will become Steve123.  The Business Online Banking User ID is not case sensitive.
  • To authenticate with the new system, you will receive a phone call or text message at a number we have on file for you.  If you are unable to authenticate, please contact your online banking Company Administrator.  
  • After receiving and entering your authentication code, enter the following temporary password:  BeB1 plus the first four alpha/numeric characters of your User ID, all in uppercase, minus any special characters or spaces.  Example:  Steve123 will be BeB1STEV.
  • You will be prompted to create a new password.  

Check markInternal Transfers:  Scheduled or recurring internal transfers need to be re-established in the new system. 

Transaction History:  Prior period balances are not available in the new system.

Business Mobile Banking

Check markNew Business App:  There are now two separate Mobile Banking apps: one for personal and one for business.  Download the business app via your app store.  Even if your app is set to automatically update, you will still need to install the new app.  

Company ID:  Just like Business Online Banking, there is a third credential all Business Mobile Banking users will need to use for all log ins - the Company ID.  The Company ID is the same for all users in the company, and is the same as the one used for online banking.  

Touch IDs and Passcodes:  These are no longer supported on any devices for Business Mobile Banking logins.  You  should log in using your full Business Online Banking credentials (Company ID, user name and password). 

Check markInitial Login:  To log in to Business Mobile Banking for the first time on or after July 23: 

  • Before accessing Business Mobile Banking for the first time, you must have logged into Business Online Banking (see instructions in the Business Online Banking section above).
  • Download the new Business Mobile Banking app from your app store.  
  • Use your new Business Online Banking credentials (including the new password you established when you logged in to Business Online Banking) to log into the new mobile app.  
  • You will receive an authentication phone call or text message to a number we have on file for you.  Enter the authentication code provided.  
  • Delete the old American Bank mobile app.  

 Business Bill Pay

Check markReview and complete the steps outlined under the General Information / Electronic Banking / Bill Pay section above. 

Intuit Users

QuickBooks and Quicken must reconnect services.  Additional information and instructions are available here

Change Orders

For business checking accounts not on account analysis, the fee for a change order now posts the day the change order is processed.  Change order fees will not accumulate during the month; they will be assessed in total at each month-end.  

Incoming Cash Fee

For business checking accounts not on account analysis, the fee for incoming cash is now calculated based on cash deposited from the last business day of the prior month through the business day prior to the last business day of the current month.  Using September, for example:  the dates would be August 31 through September 27.  This replaces the previous method of the first business day of the month through the last business day of the same month.  

Company Administrators for Business Banking clients with Treasury Management services should do the following when they log in for the first time, in addition to the items outlined under Business Online Banking in the Business Banking section.  

Check markBecome familiar with the new "Approval" role (displayed in Business Online Banking as "Allows a specific user to approve transactions/files").  

  • ACH transactions
  • Online wire transactions 
  • Positive Pay issue upload

Users are given transmit capabilities for only those services to which they have been entitled. 

Check markReview / Set up service dollar limits for users and accounts: 

  • ACH 
  • Online wire transfers  

Check markPlan for changes to tokens: 

  • Clients who only use Symantec hard tokens for their users should have received new RSA tokens from Treasury Management Support.  
    1. Add each user's new RSA token serial number to the system. 
      • Navigation:  Administration > Manage Users > System Access:  Enter token device serial number
    2. Ensure each RSA hard token user establishes their own PIN (password). 
      • Navigation:  Administration > Self Administration section of the screen > Secure token setup option
  • Soft tokens (VIP Access mobile app) are no longer used.  Clients with a mix of hard and soft token users did not receive new hard tokens.  Instead, all of their users will authenticate as outlined in the next step below.  
  • Users without tokens will receive authentication phone calls or text messages at a number we have on file for them.  They should enter the authentication code provided.  

ACH Services

If not completed during the July 9-20 Preview period, clients using ACH Services should review the following information and prepare as needed.

Check markACH templates:  Users should verify templates, and add, modify or delete them as appropriate.  

Future-dated ACH files: 

Check markIMPORTANT:  Files with an effective date (also known as settlement date) after July 23 that have been transmitted using the old system will not be processed.  You must re-send these files using the new system.  

Approving files for submission:  To approve ACH files for submission, users will either enter the code from their RSA hard token or progress through the text/phone authentication process as outlined under the Plan for Tokens to Change section above.  

Federal and/or State tax payments (also known as EFTPS): 

  • To initiate a federal or state tax payment, users should go to the same area as for ACH file handling.  
  • Federal and/or State tax payment account and routing numbers are needed for tax payments.  For information on account and routing numbers, please contact your tax advisor, or to reach an EFTPS Customer Service agent, go to www.eftps.gov.

 Online Wire Services

Check markOnline wire templates:  Users who had existing online wire permissions should verify their wire templates, and add, modify or delete templates as needed.  

Approving online wires for submission:  Users should either enter the code from their RSA hard token or progress through the text/phone authentication process as outlined under the Plan for Tokens to Change section above.

Positive Pay

Check markOn July 23 or later, users must establish their check issue file definition.  Once that is completed, users can load check issue details.  

Outstanding check issues:  All outstanding check issues were converted to the new system.  

Digital Deposit

Digital Deposit clients should continue to use their existing service and equipment for the time being.  Our Treasury Management Support staff will be contacting each Digital Deposit Administrator to schedule moving to the new service.  

Clients will be able to continue to use existing equipment on the new service but will need to download drivers and reconnect their scanners.  Instructions will be provided to Digital Deposit clients at a later date.  

Single sign-on through Business Online Banking will be available once the transition is complete.  

Here is information that Personal Banking clients should be aware of, in addition to what is contained in the General information section above.  

Personal Online Banking

There is now a separate online banking product for personal clients called Personal Online Banking.  

Check markInitial Login:  To log in for the first time:

  • Locate the login box at the top of any website page. 
  • Enter your Personal User ID; it must be entered in all lower case characters. 
  • To authenticate with the new system, you will receive a phone call or text message at a number we have on file for you.  If you are unable to authenticate, please contact Customer Service.
  • After receiving and entering your authentication code, enter a temporary password:  use the last 6 digits of your Social Security Number.  
  • You will be prompted to create a new password.

Check markExternal Transfer Accounts:  Re-establish and authenticate these in the new online banking system.  

After that step is taken, set up the individual transfers for your external accounts.

Check markPersonal Financial Management:  If you currently use the Personal Financial Management features in online banking, you will need to re-establish the connection to your external accounts and set up your expense and income categories in the new system.  Once your accounts are set up, 90 days of transaction history will be pulled in. A Personal Finance Quick Start Guide is available under Resources in the right hand column.

Microsoft Money:  If you have used Microsoft Money in the past, it is no longer an available export option.  

Intuit Users

QuickBooks and Quicken users must reconnect services. Additional information and instructions are available here

Personal Mobile Banking 

Check markNew Personal App:  There are two separate Mobile Banking apps:  one for personal and one for business.  Download the new personal app via your app store.  Even if your app is set to automatically update, you will still need to install the new app as outlined above.  

Check markInitial Login:  To log in to the new system the first time on or after July 23:

  • Before accessing Personal Mobile Banking for the first time, you must have logged in to Personal Online Banking (see instructions for logging in to online banking in the Personal Online Banking section). 
  • Download the new Personal Mobile Banking app from your app store. 
  • Use your Personal Online Banking credentials and the new password you established when you logged in to the Personal Online Banking to log in to the new mobile app.  
  • You will receive an authentication phone call or text message at a number we have on file for you.  Enter the authentication code provided. 
  • Delete the old American Bank mobile app. 

Touch ID and Face ID:  These are now available on applicable Apple devices. Touch ID is no longer supported on Android devices.  

Transfers from/to accounts at other financial institutions:  If you have previously been making transfers from or to your own accounts at other financial institutions, that functionality is not currently available in the new Mobile Banking system. It is expected to be added in the near future.  

Apple is a trademark of Apple, Inc., registered in the U.S. and other countries.  Android is a trademark of Google LLC.

Personal Bill Pay

Check markReview and complete the steps outlined under the General Information / Electronic Banking / Bill Pay section above.

American Ready Cash

Payment due dates have moved out by one day.  For example, a payment due on the 15th of each month has been permanently changed to be due on the 16th.