FAQ for Core Conversion

Optimize Your Banking Experience!

At Pony Express Bank, we are always on the lookout for new ways to improve the level of service we provide our customers. That’s why we are excited to announce that we are upgrading our technology in an effort to optimize your banking experience. These upgrades will bring new tools and enhanced functionality, providing you with everything you need for an exceptional banking relationship.

Here's what you should know about the upcoming changes to our banking system, scheduled for the weekend of January 23rd - January 27th:

  • New Contactless Debit Cards – making transactions quick, effortless, and secure!
  • Card Management – turn your card on and off, get instant alerts when your card is used, and request temporary limit increases. 
  • Enhanced Online + Mobile Banking Experience – updated layout and navigation features that give you the ability to take control of your finances on your own time.
  • And much more…

IMPORTANT DOCUMENTS: 

HOW TO GUIDES: 

IMPORTANT DATES TO REMEMBER:

  • January 6: New Mastercard Debit Cards start mailing – be on the lookout for yours!
  • January 16: Last day to schedule bill payments. You can schedule payments through the 24th.
  • January 17–27: Bill Pay system will be unavailable.
  • January 23:  ATM unavailable.
  • January 23:  Mobile Deposits will be unavailable from 1 pm on January 23rd until 9 am on January 27th.
  • January 23–27: Mobile App and Online Banking down starting at 5 pm on Jan 23rd.
  • January 23-27: Lower transaction limits for debit cards.
  • January 27: New system goes live at 9 am; new app, Bill Pay, Mobile Deposits, and other features now available.

IS THERE ANY ACTION I NEED TO TAKE? 

  • Bill Pay Scheduled Payments: Schedule bill payments on or before January 16th.
  • Debit Card Payments: Update any auto-payments with your new Mastercard information.
  • Email/Text Alerts: Set up alerts after the transition on January 27th.
  • QuickBooks: Download data and history before January 23rd and disconnect and reconnect your QuickBooks service on January 27th.
  • E-Statements: To ensure you have access to October 2024 - January 2025 statements, we recommend downloading them before January 23rd.

MAIN POINTS TO KNOW: 

Will my Checking or Savings Account Numbers Change?
Your account numbers will not change during the system upgrade.

Will there be interruptions to any services or products?
There will be temporary service disruptions during the system upgrade, and the following services will be impacted. We appreciate your patience and understanding as we make these improvements to better serve you.

  • Mobile App and Online Banking: Unavailable from 5 pm on January 23rd until 9 am on January 27th.
  • Mobile Deposits: Unavailable from 1 pm on January 23rd until 9 am on January 27th.
  • ATM Access: Temporarily unavailable on January 23rd.
  • Lower Transaction Limits on Debit Cards: From January 23rd to 27th, your Mastercard Debit Card will have lower transaction limits. If you plan to make large purchases, especially during this period, it’s important to plan ahead since your card may not be able to process these transactions due to the lower limits.
  • Bill Pay: You will not be able to access the system from January 17th until January 27th. Schedule all payments before January 16th. 
  • P2P Apps: You will not be able to transfer balances from Venmo, etc to your bank account from January 23rd at 5 pm until January 27th.

QUESTIONS ABOUT YOUR NEW DEBIT CARD:

  • Card Arrival: You will receive your new contactless Mastercard Debit Card in the mail during the week of January 6th. Please put your new card in a secure place until January 23rd.
  • Activation: You can activate your new Mastercard Debit Card on January 23rd. Please follow the instructions on the sticker of the card. Your Visa Debit Card will stop working at 12:01 am on January 23rd. Please shred your old card or bring it to the bank, and we’ll be happy to shred it for you.
  • New Card Number: The Mastercard will have a new 16-digit number. Be sure to update any saved payment methods and/or subscriptions, as well as recurring autopay and mobile wallets.
  • Card Use: While we encourage using contactless, aka tap-to-pay, with your new card, you’ll still be able to use the chip method as before.
  • Lost or Stolen Debit Cards: If you lose your debit card during business hours, please contact customer service at 816-781-9200 to report it as lost or stolen. If it’s after business hours, please call 1-844-202-5333 and choose Option 1 to report your lost or stolen card and take the necessary steps to protect your account.
  •  Card Management: You will have full control over your debit card right from the app or digital banking. You can:
    • Temporarily freeze your card if you misplace it and want to prevent unauthorized transactions.
    • Receive instant alerts every time your card is used, keeping you informed of all transactions.
    • Set up travel alerts to notify the bank when you’ll be traveling, ensuring smooth transactions while abroad.
    • Request temporary limit increases to raise your spending capacity if needed.
    • Add your debit card to digital wallets (e.g., Apple Pay, Google Pay) for quick, secure payments with just a tap.

HOW DO I LOG INTO ONLINE BANKING OR MY APP FOR THE FIRST TIME?

  1. User ID: On January 27th, enter your existing user ID (e.g., "Jdoe") into the user ID field.
  2. Temporary Password: For the temporary password, use your user ID followed by the last 4 digits of your SSN or EIN (e.g., "Jdoe1234").
  3. Create New Password: Once logged in with the temporary password, you'll be prompted to create a new, secure password.
  4. Security Questions: You'll also need to answer security questions for account recovery purposes.
  5. Terms & Conditions: Agree to the terms and conditions provided by the service.
  6. Two-Factor Authentication: Set up two-factor authentication (2FA) for an added layer of security. This usually involves receiving a code on your phone or email.

Mobile App: Our Mobile App will be temporarily unavailable from January 23rd at 5 pm until 9 am on January 27th. To access our updated App on or after January 27th, Apple users will need to ensure auto-updates are turned on, or manually update via the App Store. Android users must delete the app and re-download it.

BILL PAY QUESTIONS:

  • You will not be able to schedule new payments in the Bill Pay system between January 17th and January 24th so be sure to schedule any payments before January 16th. 
  • Payee information, all previously scheduled payments, and Bill Pay history will transfer to the new system.

MOBILE DEPOSIT QUESTIONS:

  • Mobile deposit will be unavailable from 1 pm on January 23rd until 9 am on January 27th.
  • You will be able to deposit multiple checks at once via the mobile app, which was previously limited to one check at a time.

ESTATEMENT QUESTIONS:

  • eStatements will transfer to our new system automatically; however, there will be a delay in accessing October 2024 to January 2025 statements in digital format. To ensure you have access to these, we recommend downloading them before January 23, 2025.

ACCOUNT INFORMATION QUESTIONS:

  • Account History: Up to 2 years of account history will transfer to the new system.
  • Internal Bank Transfers: Transfers already set up in branch or via the current online banking site will automatically transfer to the new system.
  • Hidden Accounts: You may have accounts that were hidden from your view in the previous online system. These accounts may be viewable in the new system. To hide any of your accounts, navigate to menu > manage profile > application settings > hide accounts.
  • Alerts: Any text or email alerts established in the previous system will not transfer to the new system. You may reestablish alerts in the new system beginning January 27th, 2025.
  • QuickBooks Users: If you use QuickBooks, you will need to disconnect and reconnect after the conversion. Please note that there may be a slight delay before QuickBooks is fully operational again. Please ensure you have downloaded your transaction history before January 23rd. 

CONTACT US IF YOU HAVE QUESTIONS: 

Your feedback is incredibly important to us during this journey. As we move forward, we aim to exceed your expectations at every step. If you have any questions, please don’t hesitate to contact us at 816-781-9200.