3/29- Q2 Updates + Reminders

Happy Friday!

A few Online Banking updates/reminders for you, as a reminder we are updating the FAQ on the intranet with information as it comes in.

• If a customer can’t transfer internally please review Cleartouch to see if one of the accounts is dormant on the core, that is what we’ve been seeing as the issue. Customers can’t transfer until the account is active on the core.
• We are aware of an issue some customers are having linking external accounts via microdeposits and are actively working with Q2 to resolve that and hope to have resolution soon.
• We are working through the Plaid connectivity issues as well, Q2 has completed all the paperwork needed on their side and are waiting on Plaid to complete a piece on their end. We will notify everyone the second we hear from Q2 that we are all set.

• Bill Pay 
  • A sign-out button has been added to the Bill Pay screen & the tab will close out once it is selected
    • 

• Troubleshooting reminders
  • If you have Partnercare access see attached steps in how to troubleshoot before submitting a ticket:
    • Review the accounts and make sure there account number matches what you see in Console/Cleartouch and inactivate any duplicate account numbers that are ending in double 00's
    • Make sure the account is not frozen
      • If it is frozen for fraud check with security before unfreezing
    • Check to see if they have a phone number of all zeros and remove if that is there
  • If you don’t have Partnercare access send us:
    • Full customer information
    • Details of the error they are getting
    • If they are a migrated user or not

A few things to keep in mind when submitting an issue to us:

1. Please make sure to reference the Migration FAQ on the Intranet, we are updating this with new information as it comes in and your question may be answered there
   1. https://fmhc.freshdesk.com/a/solutions/articles/47001258061

2. When submitting an issue to us using the formplease make sure you are doing the following:
   1. First make sure to attempt to troubleshoot before sending to us
   2. When completing the issue log please make sure to put the Customers name in the Customer Name filed instead of your own
   3. Provide a detailed description of the issue the customer is facing including any error messages, accounts/transactions involved etc.

1. Sending just “customer receiving an error” or “bill pay not working” is not sufficient information for our team to go off of

4. When we send a resolution make sure you are following back up with the customer, our team does not do that step.
5. We are working through these as quickly as we can but we do have a backlog, if it has been a few days and no one has reached out that they are working it please follow back up with us
6. The digitalbanking@firstmutualholding.com should be used just for questions or notifications, all issues should be reported through the issue form so we can triage and track them.