Personal Online Banking Features

Question

Q: Why are you updating your online banking and mobile banking system?

Q: What items will not be available while the system update takes place?

Q: Will my transaction history be available in the new system?

Q: Will the system update affect my Fidelity Bank credit or debit card?

Q: Will I have to set up my transfers again?

Q: Will I need to set up my bill payment again?

Q: Do I need to sign up for online statements again?

Q: Will I still be able to access online banking from a bookmarked link in my browser?

Q: Will I have to download a new mobile banking app?

Q: I can’t remember my password. What do I do?

Q: What is multi-factor authentication?

Q: What is an Intrabank Transfer?

Accepted Answer

Fidelity Bank is committed to providing the best banking experience for our valued customers. Updating our system allows us to offer the most up-to-date technology and add new features to online and mobile banking to better serve you.

Accepted Answer

Online banking, mobile banking, and the services within the systems such as bill payment, funds transfers, Zelle^®, mobile deposit, etc. will not be available during our system update. However, you can still use our ATM network and telephone banking system to check account balances, transfer money, etc.

Accepted Answer

Yes, you will be able to view up to 18 months of history in the new system.

Accepted Answer

No, there will be no changes to your credit or debit card. Your cards will remain active during our system update, and you may continue to use them without any interruption in service.

Accepted Answer

Transfers scheduled on or before November 1 will be processed as usual. Internal transfers scheduled after November 1 will need to be re-entered. Any recurring internal transfers set up will be migrated over to the new system. All external transfer information, including linked accounts and recurring transfers will need to be reestablished.

Accepted Answer

No, your payees, payment history, and recurring payments will be migrated to our new system. Scheduled bill payments will continue to process as normal.

Accepted Answer

No, you will continue to receive an email notification when your statement is ready to view in online banking. You now have the ability to easily change your statement preferences inside mobile and online banking for added convenience.

Accepted Answer

No, you will not be able to access online banking via any bookmarked links within your online browsers. Please be sure to delete any old bookmarks before you log in on November 4.

Accepted Answer

If you are a business customer that uses the Fidelity Bank Business Mobile App, you will have to download a new app on November 4. Simply search for Fidelity Bank NC/VA Mobile in your app store. All other customers may continue using their existing app. If you do not have your apps set to automatically update, you may be prompted to update your application on November 4. You may also have to accept updated terms and conditions before accessing all features of the Fidelity Bank Mobile App.

Accepted Answer

Our new system has many new convenient self-service features, including password resets. From a computer or mobile device, simply click Forgot Password on the log in screen and follow the onscreen prompts to create a new password.

Accepted Answer

Multi-factor authentication (MFA) is a new security feature of mobile and online banking that helps to verify your identity by sending a unique code to a phone number in our system via text message or phone call. You will be prompted for this code when logging in and performing other functions inside mobile or online banking such as sending wires or setting up an ACH transaction.

If you currently use a hard or soft token, MFA will replace these tools in our new system.

Accepted Answer

The new intrabank transfer feature allows you to transfer funds from one of your accounts to an account of another Fidelity Bank customer. To add an intrabank transfer account, simply select Intrabank Accounts under the Transfers menu and enter the account number of the other Fidelity Bank account holder.