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Technology System Upgrade
February 19-21, 2022
Investing In Our Future

We are pleased to report that Tower’s Technology System Upgrade is now complete. Digital banking is available and our branches and Member Service Center are open with normal hours. Thank you for your patience as we upgraded to better serve you!

Upgrade Weekend Schedule

 FRIDAY
FEB. 18
SATURDAY-MONDAY
FEB. 19-21
TUESDAY
FEB. 22
BRANCHESLobby and Drive Thru
will close at 6 p.m. ET
ClosedOpen normal hours
MEMBER SERVICE
CENTER (CALL CENTER)
Available
until 6 p.m. ET
UnavailableAvailable
(Starting at 8 a.m. ET)
HOME BANKING,
MOBILE APP
& TOWER TALK 24
Available until 6 p.m. ET
Bill Payment will be unavailable all day
UnavailableAvailable
(Starting at 8 a.m. ET)
DEBIT & CREDIT CARDSAvailableAvailableAvailable
ATMSAvailableAvailableAvailable

Some Account Numbers Will Change

While your main member number will not change, account numbers for certain products will be different. Account numbers that currently use suffixes (e.g., 00 for Prime Share Savings) will now have their own unique account number associated with your main member number. Your member number will become an identification number we can use to locate any account you are connected to.

Here’s an example of the new account number format:

Click image to view full chart.

No changes are needed on your part to update direct deposits or bill payments you have set up with your existing account number; we’ve taken care of that for you. Beginning February 22, you will be able to see your new account number(s) in Home Banking and our Mobile App. They will also appear on your enhanced monthly statement. You can start using your new account number after the upgrade is complete.

View All of Your Joint Accounts

After the upgrade, managing all of your joint accounts in one place will be much easier! All accounts will be combined under your main member number. This means that ALL of your accounts—including joint accounts—will now appear and be visible in digital banking.

Click here to learn more about customizing your joint account visibility.

Enhanced Member Statements

After the upgrade, your monthly member statement will have a fresh, new look that is easier to read.

After the upgrade is complete, these items WILL NOT change:

  • Main member number
  • Routing number and checking account numbers
  • Direct deposits and scheduled transfers
  • Debit cards, credit cards and checks will all function as usual
  • Card and ATM PINs
  • Home Banking and Mobile App usernames/passwords

FAQs

Why is Tower upgrading its system?

This upgrade is an investment in our future. The technology system upgrade will allow us to serve you better, offer enhanced products and digital services, and provide innovations in the future.

When is the upgrade happening?

The upgrade will begin on Friday, February 18, 2022, at 6 p.m. ET and continue through the holiday weekend. We will reopen on Tuesday, February 22, 2022, and resume normal business hours.

Why does your system upgrade take a few days?

The upgrade takes a few days, as we want to make sure all systems are working properly and we do apologize for any inconvenience this may cause.

What service disruptions should I expect during the weekend of the technology upgrade?

Please see the chart here for branch closures, digital banking outages, and other important information.

Will my debit card, credit card or checks need to be replaced?

No, your debit card, credit card and checks will all still work as they do today after the upgrade.

Will my Member Number or Account Number(s) be changing?

No, your member number will remain the same. However, some of your account numbers will be different.  All of your account numbers will be viewable in Digital Banking by clicking on the account and details link after the upgrade. Account numbers will also be listed on your monthly statement beginning in March. Click here for more details.

Can I use my Tower debit/credit card and ATMs during the upgrade weekend?

Yes, your Tower debit/credit cards and ATM access will function normally during the upgrade.

Will my Tower statement look different?

After the upgrade, your monthly member statement will have a fresh, new look that is easier to read. Stay tuned for a sneak preview of your new and improved statement!

Will TowerTalk24 automated phone banking still work the same?

Yes after the upgrade TowerTalk24 will work the same as it does today.

Can I use PayPal, Venmo, Apple Cash (etc.) during upgrade weekend?

Yes, you can use apps like PayPal, Venmo, etc. during our technology upgrade weekend.

Is Tower's routing number changing?

Our routing number will remain the same.

Will my direct deposit and recurring payments still work?

Direct deposits and withdraws set up prior to the system upgrade will continue unchanged.

Will the interest/dividends paid on my account be affected by the system upgrade?

No, your interest/dividends will not be impacted by the upgrade. Please note that as part of the upgrade, you will receive two partial month statements in February—one directly after the upgrade weekend (account activity February 1–18) and one at the beginning of March (account activity February 19–28).

Will I need to order new checks?

You can continue to use your current checks.

Will I need to get a new debit or credit card? Will my PIN change?

No, your Tower debit and credit card, including your card PINs, will not change and will continue to function as normal.

Will my credit or debit card numbers change?

No, your credit and debit card numbers will not change.

Will fraud monitoring and alerts be available during upgrade weekend?

Yes, fraud monitoring and alerts will be available 24/7.

Will the SmartControls™ alerts I set up for my credit card still work?

Your credit card alerts and settings previously set up in SmartControls™ will function as normal before, during and after the upgrade. However, during the upgrade weekend, due to scheduled digital banking outages you will not be able to make changes to your existing SmartControls settings, including turning credit cards on/off. If you would like to change your credit card’s status, please do so prior to Friday, February 18 at 6:00 p.m.

I use QuickBooks, Quicken or Mint. How will this affect my accounts? How can I prepare for the upgrade?

If you aggregate your Tower account data into other software, such as Quicken/QuickBooks/Mint, please note that aggregation services from Tower accounts will be interrupted during our technology upgrade weekend and up to an additional 5 business days afterward.
Quicken/QuickBooks users: To ensure that your data connectivity transfers smoothly after the system upgrade, we recommend that you disconnect Quicken/QuickBooks from Tower’s Digital Banking prior to February 17, 2022, and reconnect it to Digital Banking after the upgrade is complete.  Quicken Web Connect and Direct Connect users will be able to connect after our upgrade is complete. Express Web Connect users may have to wait up to 5 business days after our upgrade is complete to connect.
Mint users will not have to disconnect and re-connect, but will not be able to access their accounts in Mint for up to 5 days after the upgrade.
Web Connect for Mac users: There are no disconnect instructions for Mac users since Web Connect doesn’t disconnect in Mac, the .OFX will update automatically.

Important Action Dates

1st Action Date: February 15, 2022: A recommended data file backup and a final transaction download should be completed by this date.
2nd Action Date: February 17th, 2022: You will complete the deactivation of your Digital Banking connection by this date.

Will my transfers to/from external accounts be affected?

Yes, External Funds Transfers will need to be recreated after the upgrade to avoid any scheduled transfer interruptions. Transfers will not be available over the upgrade weekend. Please schedule transfers to occur prior to February 17, 2022 to avoid any disruptions.

Will I receive account/card alerts over the upgrade weekend?

You may receive some alerts for your card(s) during the upgrade weekend. You will not receive alerts from Home or Mobile Banking.

Will online bill payment be available during the upgrade weekend?

We advise you to schedule online Bill Payments and transfers prior to upgrade weekend. Online Bill Payment will not be available February 18–21; however, payments previously submitted will process as scheduled.

Will Home Banking or the Mobile App look different? What will change?

Home Banking and your Mobile App should not change; however, after the upgrade all of your accounts will be combined under your main member number. This means that ALL of your accounts—including joint accounts—will now appear and be visible in digital banking.

Will my Home Banking or Mobile App username or password change?

No, your username and password will remain the same.

Will my Cross Member Transfers still work after the upgrade?

No, as part of the technology upgrade we are changing the way Cross Member Transfers work. You will need to create new Cross Account Transfer recipients if you would like to transfer to another Tower member. However, you will not need to setup any accounts on which you are a joint owner since they will be visible in digital banking under your login.

Going forward, transfers to another member will be setup by account type (i.e. checking, club account, vehicle loan), using their unique account number(s). The transfer recipient can locate their unique account number(s) in Home Banking and our Mobile App by selecting the specific account and viewing Account Details. Account number(s) are also located on the monthly statement.

How do I setup a Cross Member Transfer after the upgrade?

To setup a Cross Account Transfer recipient, login to Home Banking and go to Transfer & Pay > Cross Account Transfer. Or, login to Tower’s Mobile App and select Make a Transfer. Open the “To” section and select “Add a Recipient.” Enter the first 3 characters of the transfer recipient’s last name along with their unique account number for the account type (i.e. – checking, club account, vehicle loan).

Can I transfer money to another Tower member's loan account using the Cross Account Transfer service?

Yes. However, the Cross Account Transfer service does not allow transfers to another Tower member’s Mastercard or mortgage.

Will my account nicknames carry over after the upgrade?

Nicknames should carry over after the upgrade is complete.

If I customized my account view in Online/Mobile Banking will it stay as is?

No, your view will revert back to default settings while also conveniently including all deposit and loan accounts where you are designated as a joint owner. You can modify which accounts you’d like to see or hide by clicking “Settings” on the Accounts page.

Will I need to download a new Mobile App?

No, your mobile app will continue to work exactly how it does today.

Will I see the same accounts in online and mobile banking after the upgrade?

Your current accounts will continue to appear as they do today. If you are a joint owner on another member’s account, you will also see those accounts beginning on February 22, 2022. This means that ALL of your accounts—including joint accounts—will now appear and be visible in digital banking.

I have alerts set up in Online/Mobile Banking. Will they still work?

Yes, alerts will work as usual after the upgrade.

Will my transfers set up in Online Banking still work after the upgrade?

We advise you to schedule online bill payments and transfers to process prior to the upgrade weekend.
Transfers will not be available or process February 19-21. Cross Member and External Funds Transfers will need to be re-created in Online Banking after the upgrade is complete. All other transfers scheduled after February 21 will resume after the upgrade is complete.

Online Bill Payment will not be available February 18-21; however payments previously submitted will process as scheduled.

Will my eStatements look different?

Yes, after the upgrade, your monthly member eStatement will have a fresh, new look that is easier to read.

Will I continue to make loan payments in online and mobile banking in the same manner?

Yes, you will be able to make your loan payments as you do today.

Will I receive account alerts over the upgrade weekend?

No, due to scheduled digital banking outages, you will not receive account alerts from Tower’s Home or Mobile Banking. After the upgrade, your account alerts will function as usual and you will not need to reset your alerts. Please note that if you have set up alerts for your Tower credit card in SmartControls™, these alerts will function as normal during the upgrade weekend, although you will not be able to make changes to your existing SmartControls settings, including turning credit cards on/off.

How can I reorder, rename or hide accounts in digital banking?

Once the upgrade is complete, all of your accounts—including joint accounts—will be visible in digital banking. You can easily customize your My Accounts view.

To reorder, rename or hide any accounts:

  1. Login to Home Banking at towerfcu.org (not Tower’s Mobile App).
  2. Go to My Profile.
  3. Scroll down to Other Settings > Rename & Hide your accounts

Use the drag and drop feature on the Account Preferences screen to move accounts and/or uncheck any accounts you don’t want to display. You can also add a nickname to your accounts if you wish.

Will my Mortgage Statement look different?

You will continue to receive the same monthly Mortgage Statement. However, your Mortgage loan will no longer appear on your Member Account Statement.

Will my Home Equity Line of Credit look different on the statement?

Some loan details will remain on your Member Account Statement. After the upgrade, you will begin to receive a separate monthly Home Equity Line of Credit Statement.

Will my Home Equity Loan look different on the statement?

You will continue to receive the same monthly Home Equity Loan Statement. However, your Home Equity loan will no longer appear on your Member Account Statement.

Will I be able to apply for a loan during the upgrade weekend?

Yes, you will be able to apply for a real estate loan, consumer loan, or credit card during upgrade weekend. Consumer loans and credit card applications will be reviewed once normal business resumes on Tuesday, February 22.

FAQs

Why is Tower upgrading its system?

The upgrade will allow us to serve you better, offer enhanced products and digital services, and introduce added security features and innovations for the future.

When is the upgrade happening?

The upgrade will take place over Presidents’ Day weekend, February 19-21, 2022.

Why does your system upgrade take a few days?

The upgrade takes a few days, as we want to make sure all systems are working properly . This is fairly typical with this sort of upgrade and we do apologize for any inconvenience this may cause.

Has the new system been tested?

Yes, we’ve been working behind the scenes on this upgrade for some time.

What should I do to prepare for the technology upgrade?

Make sure your contact information is up-to-date and look for our communications starting in early January.

What service disruptions should I expect during the weekend of the technology upgrade?

We are working to minimize any disruptions and will provide more information in early January.

Where can I learn more about this upgrade?

For more information about the upgrade and what to expect, please visit towerfcu.org/upgrade.

What if I have additional questions?

We’re here to help! You can contact us by phone at 866-56-TOWER or email us at memberservices3@towerfcu.org.

Upgrade Weekend Schedule

 FRIDAY
FEB. 18
SATURDAY-MONDAY
FEB. 19-21
TUESDAY
FEB. 22
BRANCHESLobby and Drive Thru
will close at 6 p.m. ET
ClosedOpen normal hours
MEMBER SERVICE
CENTER (CALL CENTER)
Available
until 6 p.m. ET
UnavailableAvailable
(Starting at 8 a.m. ET)
HOME BANKING,
MOBILE APP
& TOWER TALK 24
Available until 6 p.m. ET
Bill Payment will be unavailable all day
UnavailableAvailable
(Starting at 8 a.m. ET)
DEBIT & CREDIT CARDSAvailableAvailableAvailable
ATMSAvailableAvailableAvailable

Member Communications

Here you can find the previous communications we’ve sent to our members regarding the system upgrade. Be sure your contact information is up-to-date with us, so you don’t miss any important communications about the upgrade.

Technology System Upgrade Mailer   (PDF)
Account Number Change Letter   (PDF)
New Statement Postcard   (PDF)
Quicken/QuickBooks Conversion Instructions   (PDF)

Still have questions?

We’re here to help! Please visit our Contact page to get in touch with our Member Service team.

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