Frequently Asked Questions
How do I access the new online banking?
Follow the first-time login instructions for personal users or business users.
Will this update include a change to mobile banking? If so, will everything be on one app?
Our mobile app will be updated to a single, integrated platform as part of the new digital banking experience. One seamless app accesses both personal and business accounts.
Will existing clients be able to add, update, or delete users by themselves?
Business user updates will continue to be handled by our Treasury Management team, and enrollment will still be required. Any additional features will be announced as they become available.
Will I have the ability to update my own email, phone number, and address?
Business and personal users will be able to update their email addresses and phone numbers within their online profile. Address changes can be submitted within the Secure Forms section of online banking, or Oak Bank customer service and Treasury Management associates can help with your updates.
Will bill pay receiver be lost?
- Personal bill pay payees will transfer to the new online banking platform.
- Business payees are expected to transfer for most accounts. However, for clients with multiple businesses or more complex permission structures, some may need to be re-entered.
Will I have the ability to do external transfers in the new system?
- Personal users will have the same external transfer functions but may need to relink external accounts.
- Businesses with ACH permissions will retain their same permissions.
Will tokens work the same?
There will be a new authenticator app called FI DigiPass. You will need to install this new authenticator from the App Store or Google Play and delete the old app, DigiPass for Business Banking, as it cannot be updated.
- For soft token users, you will need the new FI DigiPass authenticator.
- For hard token users, your existing token will continue to be used.
- See detailed token login instructions.
Can I update my account nicknames?
Both personal and business users can update their own account nicknames. However, if multiple users have access to an account, updates by any user will replace the most recent update of the last user.
What if I use biometrics to log in?
If you use biometrics to access mobile banking, you will need to know your Username and Password prior to the October 7 go-live to enter within the system the first time your log in. After this first login, you can reestablish biometrics for future logins.
Will the current Oak Bank app work?
With this upgrade, our mobile app will be updated to a single, integrated platform for personal and business users.
- Personal mobile banking users will be prompted to update your app upon launch.
- Business mobile banking users will need to delete the existing Oak Bank mobile app and download our new mobile banking app starting October 7.
What will I need to log in?
It is critically important that you know your login credentials (Username and Password) ahead of the go-live date to successfully log in. Biometrics and auto-populated credentials will not work.
Will my bill payments be affected?
You will want to plan your payments ahead of time to avoid downtime during the upgrade. Scheduled payments will process during the upgrade, but there will be a brief window when new payments cannot be made.
Will recurring internal transfers for personal accounts be affected?
Any recurring internal transfers you have setup will carry over to the new environment as-is. However, if you want to make edits to the transfer in the new environment, you will need to setup the transfer once again and delete the old one.
What about my external transfers?
External transfers and their history will not appear in the upgraded environment.
- Print or save of copy of your history for your records before the upgrade.
- After the upgrade is live, you can set up external transfers once again in the new environment.
What will happen to the mobile push alerts I have set up?
Mobile push alerts will not transfer. Make a note of any alerts you have currently setup before the upgrade occurs. After the upgrade, you can set up your desired alerts in the new environment.
Will my card controls be affected?
Any card controls that are currently setup via "Cards" within the Mobile Banking app will not be transferred. Card controls will need to be set up again in the updated online banking or mobile banking app.
Your Oak Bank team is here to support you at every step of this upgrade. Please review our upgrade materials online. Should you need additional support, consumer clients can call us at 608.250.5554 and business clients can call 608.250.5558.
