Personal Digital Banking FAQs

A: To ensure our clients have the support they need during this transition, we are rolling out our new upgrade in two waves. All personal banking clients will be upgraded to the new platform on September 19. Business clients who use Bill Pay will also get the upgrade on Sept. 19. Remaining business clients will get the upgrade on October 3.

A: When you are converted to the upgraded platform, you will log in using your current username and password. Next, you’ll be prompted to receive a secure access code via call or text to the contact information we already have on record. You will be prompted to create a new password and will be provided with requirements to create that new password. Remember to re-establish alerts upon first login.

A:  Mobile Banking is available to everyone. Simply download the mobile app and follow the on-screen prompts in the Apple Store and Google Play.  The new (blue) Encore Bank mobile app is available in your app store or via the links below.

A: Yes, you will use your current username. If you’ve forgotten your username, click the “Forgot Username?” link when logging into the Digital Bank. 

A: Yes, you will be automatically prompted to change your password upon your first login. You can update your username and password by navigating to the Settings screen. 

A: All of your account balances and account history will transfer over securely. Once you log in, you’ll immediately notice an enhanced and streamlined look to your account listing, which gives you a convenient snapshot view of your accounts. Click on your account to view your transaction history. 

A: Yes. If you have Face ID/Fingerprint enabled on your mobile device, you’ll be prompted with setup instructions upon your first login.

A: If you forget your username, contact your local bank office at 1-844-394-2265.  If you forgot your password, simply click the “Forgot Password” link on the sign in screen. 

A:  Secure Access Code (SAC) is a unique, single-use 6-digit code which protects against fraud by safeguarding your online transactions and sensitive information. A SAC is another level of authentication in addition to your Login ID and password, providing you stronger online security. 

A: You choose how you want to receive your SAC: by text or phone. We need your current contact information for you to receive your SAC. 

A: No, once you have set up a SAC, you have the option to register your computer or device. Once your computer or device is registered, you will skip the SAC requirement when you log in again. To register your computer or device, click, "Register Device."

A: When receiving a SAC via voice or text (SMS), a list of phone numbers that we have on file for you will be presented. Select which phone number you want the SAC delivered to.

A: When logging in, you will have the option to check “Remember Me” which will remember the device you are logging in from and you will not be prompted for a security access code.  Remember, these steps will need to be repeated for any device you are using to log into the digital bank. 

A: Yes, only “Available” balance is displayed. Your available balance is your current balance minus any pending transactions.  Login to your digital bank account on a desktop to see more information. 

A: Yes, you can hide and unhide your accounts, and change the order, color coding and nicknames on your accounts from within the Settings menu > Account Settings. 

A: Up to 18 months of transactions and check images will be available. 

A: Yes. To receive text alerts, you must first enable your phone number. Go to the Settings menu > Contact Settings. Within the phone number section, there is an edit pencil next to each number where you will be able to request a temporary code. Once that code is confirmed, you will be able to select text as a delivery method when setting up your alerts. 

A: You can edit your alerts delivery method by accessing Alerts from the Account Services menu, and clicking on the alert you wish to edit. You can update your delivery method to Email, Text Message and/or Push Notifications 

A: Yes. Go to Account Services and then Alerts. Select the account and then turn on the Alert you wish to set up, choose your delivery method (text message, mobile push notifications or email) for each Alert.  In addition to email and push notifications, Alerts will now also feature text delivery options. 

A: Mobile Banking is available to everyone. Simply download the mobile app and follow the on-screen prompts in the Apple Store and Google Play.  

A: You may use the service for no cost, however your wireless carrier may charge you fees related to this service.

A: Yes. The mobile app allows you to do a mobile deposit by taking photos of the front and back of the check. Once you have the image lined up in the viewer, click the camera icon in the upper right corner to take the photo.

A: Yes and should you need to make any edits or deletions to your Transfers, simply go to “Transfer & Pay Bills” and select Scheduled Transfers.  

A:  No. Your previous transfer history will not be available. However, you will be able to search your Account Transaction history for Transfers previously performed going back 18 months. 

A: Yes. Your current Biller, payment history, scheduled and recurring payments will carry over. 

A: You can access the new Bill Payment service by logging into Online Banking and selecting “Bill Payment” under the “Payments” tab. All your existing activity, payees, and payment templates will be available.

A:  Yes, as we complete the system conversion, Quicken/QuickBooks by Intuit will need to re-establish their link to our updated system. You will need to modify your Quicken/QuickBooks settings to ensure the smooth transition of your data. In preparation for the conversion, we recommend you complete a final download before September 19 and disconnect your accounts in Quicken/QuickBooks. Intuit aggregation services will be interrupted for up to 5 business days after September 19. 

The following Intuit services will be available to reconnect on September 19.  

• Direct Connect – Quicken and QuickBooks

• Web Connect – Quicken and QuickBooks (export file available from OLB - .QBO/.QFX)

The following services will not work during the outage, which could be up to 5 business days (September 19 - September 26). Intuit product users are encouraged to download a QFX/QBO file before this outage. 

• Quicken Win/Mac Express Web Connect/Quicken Connect

• QuickBooks Online (QBO)

•  Mint

More detailed instructions are on how to reconnect these services are available at the links below:

• QuickBooks Online Conversion Instructions

• QuickBooks Desktop Conversion

• Quicken Conversion Instructions

• Mint Conversion Information

A: Text Banking lets you check your bank account information and transfer money between account by using SMS Text commands.

To enroll in text banking:

In the navigation menu, click or tap Settings > Text Enrollment. The Text Enrollment page appears.

Click or tap On.

Enter the number that you want to enable for text banking in the SMS Text Number field.

Click or tap Terms and Conditions to read the terms and conditions in another tab.

Click or tap Privacy Policy and read the privacy policy in another tab.

Select the Agree To Terms check box.

Click or tap Save.

In the Enrollment Successful message, do one of the following:

Click or tap Close to close the Text Banking settings.

Click or tap Visit Preferences to configure account preferences for text banking.

A: You can use the Text tab on the Account Preferences page to configure text banking preferences. Depending on the configuration, this Text tab may not appear.

To configure text banking preferences for accounts

In the navigation menu, click or tap Settings > Account Preferences. The Account Preferences page appears.

Click or tap an account that you want to use with text banking and do the following:

Click or tap Text.

Click or tap the SMS/Text Enrollment toggle to On to enroll the account in text banking.

Click or tap the edit icon () in the SMS/Text Display Name field to edit the display name of the SMS/text account. The nickname can contain 1-6 characters.

A: To use text banking,  send a text message to 226563 (BANKME) with a command. When the action is complete, the text message reply includes the information or the results of the action.

Note: When you send or receive a Text Banking message, normal text message and data rates apply. A signature or any other similar text in a Text Banking message may cause difficulties processing Text Banking commands. You should disable the signature when you send a Text Banking Command. 

Text Banking Commands

BAL: Displays the current account balance for all enabled accounts.

BAL <account nickname>: Displays the current account balance for the account that you specify.

HIST <account nickname>: Displays the recent history for the account that you specify.

XFER <from account nickname> <to account nickname><amount>: Transfers the amount that you specify from one account to another.

LIST: Displays a list of all available text banking commands.

HELP: Displays a list of contact points for information about text banking. This may include the website address, phone number, or other information.

STOP: Disables text banking. You can also use the settings in online and mobile banking to enable and disable text banking.