Q2 Troubleshooting Guide

• For Bill Pay Troubleshooting click here
• For Log-in or Secure Access Code (SAC) troubleshooting click here 
• For suspected fraud procedures click here
• For updating contact information click here

For questions send to [email protected].

If after troubleshooting you are not sure how to proceed, submit an issue ticket here & select the AlloBaaS- Digital Banking group & include  the following in the description"

• Clear explanation of the issue/question
• Username
• date/time of the issue
• How they are accessing: desktop, apple or android device
• Browser
• Screenshots if possible

Miscellaneous Troubleshooting

Address Changes

• The address change form is available only for retail customers, it is not compatible with business customers which is why they do not see the option.
• If the customer is not completing the address change form themselves you should follow your normal address change procedures
• If the customer receives a spinning wheel on the address change page
  • Check if they have an international address, if yes you will need to make updates on Cleartouch/Console. It was decided international addresses can't be update in OLB. 
  • If it is a domestic address, review the country code field in Cleartouch and if it is empty complete it and that should solve the issue.
• If you are working with a customer in the branch or over the phone to update information, after you have validated them and followed your normal procedures, keep the following in mind.
  • If you make any updates in Console it does not carry over to Cleartouch, you would need to update both systems.

    If you update Cleartouch, Console will be updated in our daily batch files, so it won’t be real time but I should update the next day after the files process in the morning.

  • If the customer updates their information using the Address & Contact Management form (Settings à Address & Contact Management) that does update the core & console in real time.

  • If you’re working with a customer in front of you/on the phone and you’re updating their info on the core, I would recommend also updating Console at the same time so that the customer sees the changes right away on their end vs waiting for the batch file.

Accounts

• Lines of Credit:
  • Can I transfer FROM a LOC to a deposit account?
    • Due to a current system limitation customers can't transfer from a LOC to a deposit account. We are in testing on the fix and hope to push live in mid June 2024.
      • Retail- they can get counter checks from the branch
      • Commercial- send request to Commercial Loan Service
        • Send an email to [email protected].   Include customer name, account numbers, amounts etc.  The more detailed the email request the better
• External Account Loan Payment
  • Currently a customer can only make a regular payment from an external account. 
  • The way the system is passing information it isn't receiving that it is principal or escrow only and it is applying it as a regular payment regardless of what the customer has picked.
  • External Transfers limit is currently at $5,000/day and per transaction. if someone is trying to make a loan payment from an external account that is higher than the $5,000 it will not allow them to.
    • We are aware of the limitation and will regroup on it once we are completed with tweaking our external transfer processing
    • Please direct them to Online Loan Pay in the meantime

• External Transfers 

  • External transfers are for retail customers only

  •  Customers can add external accounts 2 ways via micro deposits (multi-day) or via Plaid (instant).

    • Customers need to go to Transfers & Payments --> Manage & Add External Accounts to add their external account NOT "Link an account" on the home page.

  • For extra security customers will be prompted for a SAC code when submitting an external transfer. 

  • We also have a fraud protection took monitoring all external transfers so if a transaction is deemed as suspicious it will be put into a review queue by security. Security will then contact the branch to reach out to the customer to confirm it was them completing the transaction.

  • External transfers are not instantaneous. 

    • If submitted before 3 pm they will see the money in their other account the next business day

    • If submitted after 3 pm they will see the funds in their account in 2 business days. 
      

• Internal Account Transfer Issue

  • If a customer is having issues transferring between internal accounts, check Cleartouch to make sure one of the accounts is not dormant on the core. If it is dormant account no transfers will be able to be made until the account is active.

Features

• Credit Expert
  • Does using credit expert affect my credit score? No, Credit Expert uses a soft pull and does not affect your credit score to use
• Intuit
  • For any Intuit questions please reference this guide-  https://fmhc.freshdesk.com/support/solutions/articles/47001259228-quickbooks-quicken-guide

Q2 Console

• If you are getting errors when accessing console, please clear your cache and try again
• if the issue persists send to [email protected]