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ATM/Video Teller Machine Upgrades Update:
Please note our Hadley branch lobby ATM/Video Teller Machine is currently unavailable for use. Our Hadley drive-up teller window is available for your use during business hours, as well as the drive-up ATM for cash withdrawals.
Our Northampton branch lobby and drive-up ATM/Video Teller Machines are currently available for cash transactions only.

System Upgrade

Introduction

To better serve each of our members, we will be performing an upgrade to our core operating system, which is the internal software that we use to manage your accounts and transactions, and other supporting technologies.

As we progress with this upgrade, this page will provide you with live updates. Please reference the system upgrade timeline and frequently asked questions below for more information.

 

System Upgrade Timeline:

Leading up to our upgrade, we recommend planning your banking needs ahead by making any necessary deposits, withdrawals, or transfers before or during our business hours on Saturday, October 31.

Timeline

Saturday 10/31: We will be open for normal Saturday business hours for your banking needs ahead of the upgrade. Please note that Online and Mobile Banking, and eStatements, will be unavailable beginning in the evening, through at least the morning of Tuesday, November 3.

Sunday 11/1: Closed as usual, while we begin the upgrade. Online and Mobile Banking, and eStatements, continue to be unavailable.

Monday 11/2: Closed for business while upgrading our systems. Online and Mobile Banking, and eStatements, continue to be unavailable.

Tuesday 11/3: Closed for business while upgrading our systems. Online and Mobile Banking, and eStatements, to become available during normal business hours. 

Wednesday 11/4: Expected to be open and ready to provide even better service.

 

Frequently Asked Questions:

Updated 10/20/2020. These answers will be live-updated as more information is available to us.

A

Account Number

Q: Will my account numbers change?

A: Yes, rather than using a suffix, each account will now have its own unique account number.

Q: If my account number changes, how will I know my new number?

A: We can look this information up for you.

ACH

Q: Will my scheduled ACH be affected?

A: No.

Automatic Payments

Q: Will my automatic payments be affected?

A: No.

 

B

Branch Hours

Q: Will Branch Hours be affected by the upgrade?

A: We will be open for normal business hours on Saturday, October 31. We will be closed for business Monday November 2 and Tuesday November 3. We expect to be open during normal business hours on Wednesday November 4.

 

C

Cash

Q: Will I be able to get cash from ATMs and at POS Merchant terminals during the upgrade?

A: Yes. Though please note, beginning the evening of Saturday, October 31, through at least the morning of Tuesday, November 3, debit card limits may be in effect. We advise planning ahead for cash withdrawal needs through Tuesday, November 3, prior to the evening of Saturday, October 31.

Checks

Q: Will I be able to use my existing checks after the upgrade?

A: Yes.

Contact Center Hours

Q: Will Call Center Hours be affected by the upgrade?

A: We will be open for normal business hours on Saturday, October 31. We will be closed for business Monday, November 2 and Tuesday, November 3. We expect to be open during normal business hours on Wednesday, November 4.

Credit Cards

Q: Will I be able to use my credit card?

A: Yes. Your credit card will funcion as normal throughout the system upgrade period.

 

D

Debit Cards

Q: Will I be able to use my debit card?

A: Yes. Though please note, beginning the evening of Saturday, October 31, through at least the morning of Tuesday, November 3, debit card limits may be in effect. While we don't expect that debit cards will be declined during this timeframe, we do advise prioritizing your UMassFive credit card, or having a small reserve of cash available as a precautionary measure.

Deposit Accounts

Q: Will my deposit account names remain the same?

A: Some of our account names are changing

Q: Will my account history be transferred to the new system?

A: Yes.

Q: Will dividend and interest accruals continue as usual?

A: Yes. There is one change - Term Deposits (formerly Term Share Certificates) will now be earning monthly instead of quarterly dividends, which is a benefit to our members.

Q: Will fees change?

A: Refer to the fee schedule here.

Q: Will transfers be affected?

A: No.

Direct Deposit

Q: Will my direct deposit be affected?

A: No.

Payroll (Direct Deposit)

Q: Will the direct deposit for my paycheck be affected?

A: No.

 

L

Loan Accounts

Q: Will I be able to continue making my loan payment online?

A: Yes, however, our online banking platform will be unavailable begining the evening of Saturday, October 31, through at least the morning of Tuesday, November 3. Any payment due on these two days should be made in advance.

Q: Will my loan account names remain the same?

A: Loan names are changing, and will appear differently in your online banking as well as on statements with one exception: if you have created a nickname for your account, this will stay the same, and you will not notice any change.

Q: Will my account history be transferred to the new system?

A: Yes.

Q: Will interest accruals continue as usual?

A: Yes.

Q: Will transfers be affected?

A: No.

Q: Will the way I receive my loan statements change?

A: Yes, all loans will now receive a separate billing notice, with the ability to opt in to receiving them electronically. The one exception is our CES Continuing Education loan, which will continue to appear on member's statements and will not have a separate loan billing notice.

 

M

Member Numbers

Q: Will my member number change?

A: A small number of members will be assigned new member numbers. In particular, “Joint Members” who don’t already have a unique member number.

Q: If my member number changes, how will I know my new number?

A: UMassFive will be mailing you a letter in early October with your new member number.

Q: What happens if I have multiple member numbers?

A: Your member numbers will be consolidated into one. In most cases this will default to your earliest established member number. Please note that this consolidation will not have any impact on the way your accounts are configured or accessed.

More Information

Q: Where can I get more information?

A: Look out for additional communications on social media, in your mail, and via email. We'll be live updating our social media accounts, as well as this page with new information as we have it. To make sure you see all of our communication as soon as we post it on Facebook, add UMassFive to your favorites under follow settings—this will help Facebook prioritize our posts on your news feed.

Mobile Banking / Online Banking

Q: Will there be interruptions to Mobile / Online Banking?

A: Yes. Both online and mobile banking will be unavailable beginning the evening of Saturday, October 31, through at least the morning of Tuesday, November 3. In anticipation of this downtime, we will not be able to process new enrollments in Online Banking beginning at 9pm on Friday October 30, through at least the morning of Tuesday November 3.

Q: Will all of my accounts that I currently see in Online Banking show up after the upgrade?

A: Most likely, yes. However, if you received permission to link an account that you are not an owner of, this will no longer show up.

Q: Will the old accounts that I have hidden in Online Banking still be hidden?

A: No, the new system will default to showing you an archive of all of your closed accounts. These can simply be re-hidden in Online Banking if you do not wish to see them.

Q: Will my Mobile / Online Banking login information (username or password) change?

A: No.

Q: Will I have to set up my security questions in Online Banking / Mobile Banking again?

A: No.

Q: Will my account nicknames in Online Banking change?

A: No. However, if you did not create nicknames, account names will look different. For example; Primary Savings will now appear as "SAV - Base", checking accounts will begin with "CK", and loans will begin with "CNS", then state the loan type.

Q: Will I have to set up any of my future or recurring transfers again?

A: No.

Q: Will I have to set up any of my future or recurring payments again?

A: No.

Q: Will Bill Pay be affected?

A: No.

Q: Will there be interruptions accessing eStatements?

A: Yes. eStatements will be unavailable beginning the evening of Saturday, October 31, through at least the morning of Tuesday, November 3.

Q: Will I have to re-verify my external accounts that I’ve already set up? (TransferNow)

A: No.

Q: Will I have to set up any of my future or recurring transfers again? (TransferNow)

A: No.

Q: Will I have to set up Popmoney again?

A: No.

Q: Will I have to set up any of my future or recurring payments in Popmoney again?

A: No.

 

S

Statements

Q: Will there be interruptions accessing eStatements?

A: Yes. eStatements will be unavailable beginning the evening of Saturday, October 31, through at least the morning of Tuesday, November 3.

Q: Will paper and electronic statements change?

A: Yes, we’ve improved the look of our statements to make it easier for you to review your accounts. Excluding loan information, which will transition to a separate notice, you will still find all the same information on your statements that you had previously.

Q: Will the way I receive my loan statements change?

A: Yes, all loans will now receive a separate billing notice, with the ability to opt in to receiving them electronically. The one exception is our CES Continuing Education loan, which will continue to appear on member's statements and will not have a separate loan billing notice.

Shared Branching

Q: Will there be interruptions in Shared Branching service?

A: Shared Branching will continue to not be offered at our branches throughout the upgrade.

 

W

Wire Transfers

Q: Will I be able to make wire transfers?

A: Yes.