3/22 Updates + Reminders

Hi All!

I wanted to send an email with a few reminders and updates to share with your teams.

1. We have scheduled network maintenance from midnight to 4 am on Sunday 3/24. IT is not anticipating the maintenance taking that long but we have communicated that timeframe just in case. 

2. Attached is the email sent on Monday with new procedures available for you all

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

4. 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. 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

3. When we send a resolution make sure you are following back up with the customer, our team does not do that step.
4. 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
5. The [email protected] should be used just for questions or notifications, all issues should be reported through the issue form so we can triage and track them.

A few frequent questions we’ve gotten this week I wanted to call out:

• 2023 history
  • If a customer did not export their OLB history prior to conversion, unfortunately we don’t have a good way to recover that past providing them their statements
  • Going forward their history will be available in OLB but we don’t have a good way to recover previous history, we only have what was loaded from the old system which was just 45 days
• Intuit
  • If a customer is having issues with Intuit, intuit has a comprehensive guide on their website- https://quickbooks.intuit.com/learn-support/en-us/help-custom/L4339VdWt 
  • We also have how to connect available here- https://fmhc.freshdesk.com/support/solutions/articles/47001259228-quickbooks-quicken-guides 
• HELOC
  • Due to current mapping to Cleartouch customer are not able to draw on their line through OLB, they can use the checks provided when they first opened their HELOC.
  • We will also have additional ways for them to request that sometime next week
• Link Account vs External Transfer
  • If you customers are using the “Link Account” button on the home page that is linking their account for Personal Finance Manager (Financial Tools) NOT External Transfer
  • They will still need to go to Transfers & Payments à Manage External Accounts and add their account there in order to transfer to that account
• Plaid
  • We are in process of updating the plaid connection and will hopefully have an update soon on this. We will inform everyone the second we hear it is fixed.

We will try and send updates at least weekly to this group as we have new information for you all, if there is something mass critical we will send to all frontline staff.