As Buckeye continues to provide you with unmatched banking services, we are excited to share news of an upcoming technology upgrade. In November, we will undertake a significant technology upgrade, what we refer to internally as the “Core Conversion” project. The purpose of this initiative is to improve Buckeye’s infrastructure so that we can better serve you and local businesses. The following are some resources to help answer your questions.
Update Your Buckeye Mobile App
Download the Buckeye Upgrade Guide
Steps to Set Up Buckeye's Digital Banking
Steps to Set Up Your Buckeye Banking App
New Features
With Buckeye’s new technology upgrade, you will enjoy an enhanced personal and commercial banking experience. With the core conversion, the bank’s technology becomes more flexible, faster and more personalized. Among these benefits are improved digital banking tools, faster transaction processing and enhanced security. Among the key improvements are:
- Faster Transaction Processing: Receive money, transfer funds and make payments quicker
- Mobile and Online Banking Upgrades: A more intuitive and feature-rich mobile and online banking experience
- Customizable Financial Dashboards: Easy-to-use dashboards for tracking spending, creating budgets and setting financial goals
- Seamless Experience: Synced data and activity across all channels, whether using mobile apps, online banking or visiting a branch
- Custom Alerts and Notifications
- Improved Security Features: Real-time monitoring and alerts for suspicious activity and unusual transactions
- Advanced Financial Tools: Built-in tools and the ability to aggregate financial data from various accounts, even from other institutions, to get a complete view of your financial health
What is Staying the Same
The Buckeye products, services and personal attention you know are not changing. With the technology upgrade, Buckeye can offer the latest banking technology while maintaining our local touch. What’s not changing:
- Your Account Numbers
- Your Debit Cards and PINs
- Your Checks
- Buckeye Branch Hours
- Buckeye’s website (buckeyebank.com)
GENERAL FAQS
1. What is the core banking upgrade?
2. Why is Buckeye Community Bank upgrading its core system?
3. When will the system conversion take place?
4. Will any Buckeye Community Bank branches be closed during the upgrade?
5. Will I be notified once the upgrade is complete?
6. What can I do to make sure that I receive important information?
7. What if I have other questions?
MOBILE & ONLINE BANKING FAQS
8. Will Buckeye Online Banking and Mobile Banking be accessible during the core conversion upgrade?
9. Will I need to update my online banking credentials after the upgrade?
10. Will my online bill payments and scheduled transfers be carried over to the new system?
11. Will my mobile banking alerts and notifications still work?
12. What should I do if I cannot log in after the upgrade?
13. Will the Buckeye Mobile App change?
14. Do I need to update my online banking bookmark?
BUSINESS BANKING FAQS
15. How will the upgrade affect my existing ACH Origination and Positive Pay setups?
16. Will my access to Merchant Services be impacted during the upgrade?
17. Will I still have access to my business account transaction history post-upgrade?
18. Will my Bill Pay payees and scheduled/recurring payments be transferred during the upgrade?
MANAGING YOUR LOANS FAQS
20. Will my loan payments be affected during the system upgrade?
21. Will my loan details, such as interest rate and payment schedule, change after the upgrade?
22. Can I still apply for a loan during the system upgrade?
24. What about the payments and recurring payments scheduled for future dates?
25. What should I do if a loan payment doesn’t appear or is incorrect after the system upgrade?
CHECKS & DEPOSITS FAQS
26. Will my checks continue to be processed during the upgrade?
27. Can I still use my current Buckeye checks after the upgrade?
28. Will mobile check deposits be available during the system conversion?
29. Is there a delay in processing deposits during the upgrade?
ACCOUNT STATEMENTS FAQs
30. Will I still receive my monthly account statements during the system upgrade?
31. How far back will I be able to access my account history after the upgrade?
32. Will the format of my statements change after the upgrade?
33. Can I see real-time transaction history during the upgrade?
34. Will my account balances reflect real-time data after the upgrade?
ATM & DEBIT CARD FAQs
35. Will I still be able to use my debit card during the upgrade?
36. Will ATM services be available during the conversion?
37. Will I get a new debit or ATM card because of the upgrade?
38. Will I need to update my PIN after the upgrade?
39. Will I still receive instant alerts for debit card transactions?
40. What should I do if I notice incorrect transactions during the upgrade period?
41. Are account transactions still monitored for fraud during the conversion?
GENERAL FAQS
1. What is the core banking upgrade?
Buckeye Community Bank is currently upgrading its core banking system to improve the efficiency of our internal systems that process all banking transactions and customer data. The upgrade will enhance the efficiency and security of our banking services and introduce new features for Buckeye’s online and mobile banking. The banking processing system is the software that manages Buckeye’s major banking functions, including:
- Opening and managing accounts
- Originating and serving loans
- Processing cash deposits and withdrawals
- Maintaining account holder information
- Processing transactions
2. Why is Buckeye Community Bank upgrading its core system?
To improve our services, efficiency and accommodate growth, Buckeye is upgrading its core technology system. The new technology allows Buckeye to offer you more capabilities, including the ability to view all information from your various accounts to provide a comprehensive picture of your finances.
3. When will the core system conversion take place?
The upgrade is scheduled to occur in November. We anticipate a short period of downtime during this transition, which will be communicated to our clients and employees well in advance.
4. Will any Buckeye Community Bank branches be closed during the upgrade?
Yes, Buckeye’s branches and offices will be closed on Saturday, November 9, for the conversion, and Veterans Day will be observed on Monday, November 11. All Buckeye branches and offices will resume regular business hours on Tuesday, November 12. Visit buckeyebank.com/upgrade for specific hours and details on any limited interruptions in service during the conversion phase.
5. Will I be notified once the upgrade is complete?
Yes, we will notify all clients and employees once the upgrade is complete through email, our website, and mobile app notifications.
6. What can I do to make sure that I receive important information?
If your contact information has recently changed, please notify your Buckeye banker, contact Buckeye at 440-233-8800, or visit Buckeye's main or LaGrange branch so that you receive any needed communications.
7. What if I have other questions?
During the next few weeks, we will be sending you additional information via email, mail and digital channels. If you have any questions, please feel free to contact us at 440-233-8800, email the technology team at conversion@buckeyebank.com, visit our website at buckeyebank.com/upgrade, and follow us on LinkedIn, Facebook and Instagram.
MOBILE & ONLINE BANKING FAQS
8. Will Buckeye Online Banking and Mobile Banking be accessible during the core conversion upgrade?
Online and mobile banking services will be unavailable during the upgrade weekend. The system will be offline starting the evening of Friday, November 8, 2024, and is scheduled to be available again on Monday, November 11.
9. Will I need to update my online banking credentials after the upgrade?
Your username will remain the same, but you may be prompted to reset your password for security purposes when you log in after the upgrade.
10. Will my online bill payments and scheduled transfers be carried over to the new system?
All scheduled transfers and bill payments will be automatically transferred to the new system. To ensure accuracy, we recommend double-checking your scheduled payments after the upgrade.
11. Will my mobile banking alerts and notifications still work?
After the upgrade, you will still be able to receive alerts and notifications, although you may need to reconfigure some settings.
12. What should I do if I cannot log in after the upgrade?
If you’re unable to log in, first try resetting your password. If that doesn’t work, contact Buckeye’s team at 440-233-8800 or visit your local Buckeye branch for assistance.
13. Will the Buckeye Mobile App change?
Yes. The new Buckeye mobile app will be available on Monday, November 11, for both Apple and Android devices. To upgrade your app:
- Log into your current Buckeye app.
- You should receive a prompt that states “Upgrade Available.”
- Click “update” and follow the prompts to download the new Buckeye app from the Apple App Store or Google Play.
- Use your existing username and password to log into the new app.
- Once you log in to the new app, you may be prompted to create a new password. (Note: Your username and password will be the same for both Buckeye’s Online and Mobile Banking.)
14. Will I need to update my online banking bookmark?
You will continue to access Buckeye's online banking platform at buckeyebank.com. If you have previously bookmarked the NetTeller account login page, you will need to update your bookmark on November 11.
BUSINESS BANKING FAQS
15. How will the upgrade affect my existing ACH Origination and Positive Pay setups?
Your ACH Origination and Positive Pay services will seamlessly transfer to the new system. All templates, payee lists, and transaction history will carry over, and you’ll notice enhanced reporting and more efficient transaction management. There will be no disruption to your services during the upgrade.
16. Will my access to Merchant Services be impacted during the upgrade?
There may be a brief period of downtime during the core banking upgrade. However, Merchant Processing services will remain unaffected in the long term. Once the upgrade is complete, you will benefit from faster settlement times and improved transaction reporting. We will communicate the specific timing of any potential disruptions ahead of time to minimize impact.
17. Will I still have access to my business account transaction history post-upgrade?
Yes, your transaction history will remain available. However, initially, you will only see 120 days of history upon the first login after the upgrade. The system will then begin retrieving older transaction data in the background, eventually pulling all available history from the core. We recommend exporting your data before the upgrade if you need extensive transaction records.
18. Will my Bill Pay payees and scheduled/recurring payments be transferred during the upgrade?
Yes, all your existing Bill Pay payees and scheduled and recurring payments will transfer seamlessly to the new system. You will not need to re-enter payee information or reschedule payments. However, we recommend reviewing your scheduled transactions after the upgrade to ensure everything is accurate and running as expected.
19. How will the technology upgrade impact existing QuickBooks Online and QuickBooks Desktop integrations?
For clients using QuickBooks Online, there will be a temporary disruption in connectivity to your accounts during the transition. The connection may be down for 5 to 7 business days after the upgrade while Intuit updates its systems to link with our new core platform. However, you can still manually download transaction files from Business Online Banking as a workaround during this period. For QuickBooks Desktop users, your accounts will also experience a brief downtime. Still, you can use Web Connect to manually import transaction data into QuickBooks until the API connection is fully restored. We recommend checking your account connection after the upgrade and verifying that transactions are syncing correctly.
MANAGING YOUR LOANS FAQS
20. Will my loan payments be affected during the system upgrade?
Loan payments will continue to be processed as scheduled. However, there may be a short delay in processing times during the upgrade period. We recommend making loan payments before the planned upgrade to avoid any issues.
21. Will my loan details, such as interest rate and payment schedule, change after the upgrade?
No, all loan terms, including your interest rate, payment schedule and loan balance, will remain the same. The upgrade will not impact any existing loan agreements.
22. Can I still apply for a loan during the system upgrade?
Yes, you will still be able to apply for a loan. Although, processing times may be slightly delayed during the conversion period. Buckeye’s loan officers will be available to assist you with any applications or inquiries.
23. Will I be able to access my loan information through online and mobile banking after the upgrade?
Yes, after the system upgrade, you will have full access to your loan information, including loan balances, payment due dates and transaction history through online and mobile banking. The new system will also provide enhanced tools for managing your loans.
24. What about the payments and recurring payments scheduled for future dates?
Scheduled payments will be transferred to the new system. Once you are logged into the new Buckeye online environment, please review your scheduled payments and payees to ensure their presence and accuracy.
25. What should I do if a loan payment doesn’t appear or is incorrect after the system upgrade?
If you notice a loan payment is missing or incorrect, contact Buckeye’s loan servicing department immediately at 440-233-8801 for assistance. Buckeye’s team will work with you to resolve the issue as quickly as possible.
CHECKS & DEPOSITS FAQS
26. Will my checks continue to be processed during the upgrade?
Checks will continue to be processed as usual. However, processing times may be slightly delayed during the conversion period.
27. Can I still use my current Buckeye checks after the upgrade?
Your current checks can be used since your checking account numbers will not change.
28. Will mobile check deposits be available during the system conversion?
No, mobile check deposit will not be available during the upgrade weekend of November 9-11, 2024. Once the system is fully operational, mobile deposit will have improved features and faster processing.
29. Is there a delay in processing deposits during the upgrade?
Processing times may be slightly delayed during the upgrade. If possible, we recommend depositing checks before the scheduled upgrade date. You also can always use the night deposit at one of Buckeye’s branches and those deposits will be recorded on the next business day.
ACCOUNT STATEMENTS FAQs
30. Will I still receive my monthly account statements during the system upgrade?
Yes, your monthly statements will still be delivered as usual for retail banking accounts. For commercial clients, you will receive an additional statement in November. The format of monthly account statements may change slightly to reflect the new system. After the conversion, monthly statement cycles will remain the same.
31. How far back will I be able to access my account history after the upgrade?
You will continue to have access to your transaction history for up to 12 months online. Older statements will still be available by request.
32. Will the format of my statements change after the upgrade?
The format may differ slightly due to the new system, but all relevant information will still be available.
33. Can I see real-time transaction history during the upgrade?
There may be a brief period during the conversion when transaction history is unavailable in real time, but this will be temporary.
34. Will my account balances reflect real-time data after the upgrade?
Yes, once the upgrade is complete, your account balances will reflect real-time data just as they do now.
ATM & DEBIT CARD FAQs
35. Will I still be able to use my debit card during the upgrade?
Debit card purchases, withdrawals and point-of-sale transactions will be available but with temporarily reduced limits from November 8-11, 2024, during the upgrade weekend. Additionally, there may be brief periods during the conversion when balance updates are delayed.
36. Will ATM services be available during the conversion?
ATMs will remain operational for withdrawals; however, balance inquiries may not populate with real-time data during the system upgrade. Additionally, withdrawal limits will be temporarily reduced during the upgrade weekend.
37. Will I get a new debit or ATM card because of the upgrade?
No, your debit card or ATM card will not be changing.
38. Will I need to update my PIN after the upgrade?
No, your existing PIN will continue to work, and no updates are required unless you wish to change it for security purposes.
39. Will I still receive instant alerts for debit card transactions?
Yes, you will continue to receive transaction alerts. However, there may be brief delays in notifications during the upgrade period.
40. What should I do if I notice incorrect transactions during the upgrade period?
If you notice any incorrect transactions, please contact the Buckeye team at 440-233-8800 so that the issue can be investigated and resolved as quickly as possible.
41. Are account transactions still monitored for fraud during the conversion?
Our security team will continue to monitor client transactions during the conversion period. If you receive a call or text from the security team regarding a transaction, please respond directly to the security team.