Core Conversion 2024

Everything to know about this exciting upgrade

From Tuesday, April 30^th - Monday, May 6^th, 2024, Express Credit Union will be converting to a new core processing system.

Our new core processing system will enhance our member service and equip our team with new tools. We have been conducting testing of the new system and staff have been training to ensure a smooth transition.

Projects of this size require an adjustment period; therefore, there will be times when some systems are down. The FAQ and schedule below explains what to expect.

Have a question not covered below? Please give us a call at 206-622-1850, visit us at the branch, or email expresscu@expresscu.org. We’re here to assist you.

1. Why are you upgrading the core processing system?
2. What new features will be available after the upgrade? What will stay the same?
3. During the upgrade (the days you’re closed), will I still be able to access my accounts (money)?
4. When will my account be affected?
5. How will the upgrade impact online and mobile banking?
6. How will the upgrade impact my ability to see monthly account statements and history?
7. How will the upgrade impact automatic deposits, withdrawals, withdrawals, and Shared Branching Access?
8. Can I use my Express debit card to access ATMs during the closure times? What is ‘Stand-in Mode’?
9. Will my information be secure during the upgrade?
10. Why will Express be closed on Wednesday, May 1^st and Thursday, May 2^nd?
11. Will my account, routing number or debit card number change?
12. What if I have additional questions? Where can I get more information?

Express Credit Union wants to give every member the absolute best banking and financial service experience. This upgrade is necessary to provide you with the best service possible while also allowing us to add the products and services you’ve asked for.

You can look forward to exciting new features like:

• Mobile Check Deposit: Depositing checks remotely with mobile banking will now be available.
• Personal Card Management: Turn your own debit and credit cards on/off should they be lost or stolen.
• Enhanced, more efficient online and mobile banking.
• Better tools for staff, which means better service for you!

The following will not change:

• Your account numbers and routing numbers.
• Your debit and credit card numbers, and associated PINs.
• Your online and mobile banking username will be cut down to 16 characters, and on May 3^rd, you will need to follow a one-time process to update your password. Please see Question #5 below for details about this initial login process, as well as additional details regarding changes to online and mobile banking.
• The smiles you see when you come in or hear when you call us!

Yes, your accounts will be accessible during the upgrade, but in a limited capacity. Please see Question #4 below for a schedule and details about these limitations.

Below are the dates where you can expect account features to be limited or unavailable. We recommend marking these dates on your calendar and planning ahead in order to avoid any potential inconveniences. Tuesday, April 30^th, 2024

• Express Credit Union will close at 5 pm. All direct deposits scheduled for Tuesday, April 30^th and any other pending deposits or transactions received by this day will be posted, even if they have an effective date after April 30^th.
• Any automatic withdrawal scheduled for April 30^th will be completed this day as well.
• After 5 pm, all Express debit and credit cards will begin operating in what we call ‘Stand-in Mode’, and they will remain in this mode until 5am on May 3rd. Please see Question #7 for information about debit and credit card limitations during Stand-in Mode.

Wednesday, May 1^st – Thursday, May 2^nd

• Express Credit Union will be closed for the conversion.
• Debit and credit cards will be operating in Stand-in Mode on both these days. Please see Question #7 for information about debit and credit card limitations during Stand-in Mode.
• Online and mobile banking will be unavailable. When it returns on Friday, May 3^rd, you will need to follow a special, one-time login process. See Question #5 for more details.
• All direct deposits and automatic withdrawals, not pending, scheduled for Wednesday, May 1^st or Thursday, May 2^nd, will be posted on Friday, May 3^rd. Please plan accordingly and complete transactions prior to Tuesday, April 30^th at 5 pm.
• Access to the Shared Branching Network will be unavailable on these days.

Friday, May 3^rd

• Express Credit Union will be back open on our regular schedule as we begin to provide even better service with our new core processor.
• Online and mobile banking will be available again at this time, but you will need to follow a special, one-time login process, the first time you log in after this date. See Question #5 below for details regarding these changes.

Saturday, May 4^th

• Express Credit Union will be open in the lobby and on phones from 9 am to 1 pm.
• Online and mobile banking will be available. See Question #5 below for important news regarding these features.

Sunday, May 5^th

• The Express Credit Union Lobby will be closed (as it typically is on Sundays), but online and mobile banking will be available. See Question #5 below for important news regarding online and mobile banking.

Monday, May 6^th

• All Express services will be back to business as usual, but with a few enhancements. See Question #2 above to learn more about all the upgrades.

*Debit and credit cards will begin operating in ‘Stand-in Mode’ after 5 pm on this day, Tuesday, April 30^th. See here for details about debit and credit card limitations during this time.

**Debit and credit cards will be operating in ‘Stand-in Mode’ all day Wednesday, May 1^st, and Thursday, May 2^nd. Normal operations will resume on May 3^rd. See here for details about debit and credit card limitations during ‘Stand-in Mode’.

On May 3^rd, all online and mobile banking links on the Express CU website will be updated to feature our new online and mobile banking experience, and the current mobile banking app will be replaced with a new and improved app.

* Please note the following important details about these changes. *

Can I continue to use the existing mobile app?

Starting May 3^rd, you will need to download our new mobile app in order to access mobile banking. The previous mobile app will no longer be supported.

Where can I download the new app?

On May 3^rd you will be able to search Express Credit Union in your Apple or Google play stores to download the updated application and login. You must log in through the website for the first time after conversion. Our website will be updated on the 3^rd with the new links to login.

Will my username and password remain the same?

Your username will be cut down to 16 characters and your password will change.

The first time that you log into the new online and mobile banking system, you will be required to enter a temporary password that we have generated for you as part of our secure conversion process.

After you successfully login with this temporary password, you will be required to change it to a password of your choice.

What is my temporary password?

Your temporary password will be:

followed by

* Use all capital letters. Do not use spaces.

Example

Let’s say the primary account holder first name is John, and their SSN is 111-222-1234.

The first 2 letters of their first name, written in all capital letters, would be JO. The last 4 digits of their SSN are 1234. So, their temporary password is JO1234.

I am having trouble logging into the new system. What should I do?

Please give us a call at 206-622-1850, visit us at the branch, or email expresscu@expresscu.org. We will be happy to help!

Upon completion of the conversion May 3, 2024, previous months and years account and credit statements will not be accessible to view within the new online banking platform. We understand this may cause you frustration and we apologize for this. We, Express, will maintain records of all previous month’s statements, in compliance with regulations, for you to request if needed.

We highly recommend that you login to your online banking account and download and save past statements. Within the online banking using a web browser, select “documents” from the top of the screen and then click “Download PDF” on each month and account statement you’d like to download and save.

Within the mobile app you can view statements but are unable to download them. Therefore you need to use the online banking from a desktop to download the statements.

Statements ending April 30^th will be sent via physical mail to each member.

All direct deposits scheduled for Tuesday, April 30^th, and any other pending deposits or transactions received by this day will be posted, even if they have an effective date after April 30^th. Any automatic withdrawal scheduled for April 30^th will be completed that day as well.

All direct deposits and automatic withdrawals, not pending, scheduled for Wednesday, May 1^st or Thursday, May 2^nd, will be posted on Friday, May 3^rd. Please plan accordingly and complete transactions prior to Tuesday, April 30^th at 5 pm.

Shared Branching Access: On Wednesday, May 1^st and Thursday, May 2^nd, members won’t be able to access the shared branching network, due to the system upgrade.

Yes, all Express debit and credit cards will be available and functioning during the conversion. *However*, from 5 pm on Tuesday, April 30^th, through 5am on May 3^rd, all debit and credit cards will be operating in what we call ‘Stand-in Mode’, which means there will be some limitations on your cards that we recommend planning for.

What is ‘Stand-in Mode’? What are the limitations?

• You can complete as many transactions as you’d like up to the balances available as of 5pm Tuesday, April 30^th.
  • There is a daily ATM Limit of $505, and a Point of Sale (POS) Limit of $1,000 per day.
• No additional deposits will be credited to your account until Friday, May 3^rd.
• If your account becomes negative during this time, no fees will be charged. You are responsible to resolve the negative balance.

Yes, your security is always our top priority, and your account information will remain protected as we complete this upgrade.

During this time, we will be working with our technology teams to ensure all the member account information transfers over to the new system smoothly and accurately.

The Express Credit Union lobby and phone lines will re-open again on Friday, May 3^rd , from 9 am to 5 pm. We look forward to seeing you then!

No, all information will remain the same after the upgrade.

Please give us a call at 206-622-1850, visit us at the branch or email expresscu@expresscu.org. We’re here to assist you.