Embrace the Future:
To Better Serve You, We're Upgrading
Our Systems
Enhance your banking experience
March 2024 Update: Fees have been reinstated for business accounts. Please see full details under Business Services.
At Webster Five, we are committed to providing solutions that streamline and enhance your banking experience. That’s why we are thrilled to introduce our latest banking technology upgrades! With this enhancement, you can look forward to an array of enhanced resources, robust online and mobile banking tools, and the continued exceptional service you have come to expect from us.
We invite you to stay tuned as we will be providing regular updates right here, ensuring you have all the information you need.
Thank you for choosing Webster Five. We are excited to embark on this journey of improved banking together with you.
Technology Upgrade Dates
Tuesday, October 31, 2023
Bill Pay menu will be disabled. Scheduled transfers will be disabled on Wednesday, Nov. 1, and last payments will process on Thursday, Nov. 2. For more details on actions to take, please click here.
Remote Deposit Capture (Business): Remote Deposit Capture will be disabled. Please see more details here.
Thursday, November 2, 2023
In order to apply our technology upgrades, Digital Banking & Telephone Banking will be disabled at 4 p.m. You’ll access our new and improved Digital Banking & Telephone Banking starting on Monday, Nov. 6.
Certain Business and Cash Management services will also be unavailable for the upgrade weekend starting Nov. 2. Please click here for more details and actions to take.
Friday, November 3, 2023
Branches will be open for normal business hours but will only be offering limited services. Please plan to complete any time sensitive transactions by Thursday, Nov. 2 at 5 p.m.
Saturday, November 4, 2023
All Webster Five branches will be closed in order to apply our technology upgrades. We will be open for normal business hours starting Monday, Nov. 6.
After Monday, November 6, 2023
You’ll be able to enjoy the new features and enhanced experience of our technology upgrade. Please see FAQ “How do I access online and mobile banking” for updated login credential information and troubleshooting.
Frequently Asked Questions
How do I activate my debit card or manage my pin?
Your debit card can be activated and your PIN can be managed by calling the numbers listed below:
National: 800.290.7893
International: 206.624.7998
When is the Contact Center available?
To assist with the Technology Upgrade, our Contact Center will be available from 7 AM – 11 PM from Nov. 13-17 and from 9 AM – 5 PM on Nov. 18-19.
How do I access online and mobile banking?
If you have login links bookmarked, please be sure to remove those bookmarks and save the new link: https://my.web5.com/login
A new app is available for download now. Search Webster Five Mobile in the App Store or Google Play.
Consumer Login: Your mobile banking password will not carry over to the new app. Use your current username. Then, for password, enter the last 4 digits of your SSN.
Business Login: Your mobile banking password will not carry over to the new app. Use your current username. Then, for password, enter the last 4 digits of EIN/TIN.
If you are experiencing verification issues, please try deleting the app, then reinstalling and attempting login again. Please be sure you are following the login information above.
Where can I find the most up-to-date information?
This page will contain all the latest updates on the technology upgrade. We’ll also be sharing important information through mail, email, and social media. Please ensure you have an email address attached to your account, and you can find our social media links at the bottom of the page.
Will my account statement be impacted by this upgrade?
Starting Monday, Nov. 6, deposit and savings account statements will be processed at the end of the month. Those who currently receive their statements at the beginning of the month will receive two statements in November. Those who receive their statements at the end of the month will see no change.
What changes are coming to the mobile app?
After Thursday, Nov. 2, delete the existing business and consumer mobile banking apps you have. On Monday, Nov. 6, download the new mobile banking app, Webster Five Mobile. The app will be for both consumer and business banking. Please read below for login changes.
Consumer Login: Your mobile banking password will not carry over to the new app. Please use your current user id as your username and the last four digits of your SSN for password. You will then be able to reset your password.
Business Login: Your mobile banking password will not carry over to the new app. Please use your current user id for your username and the last four of EIN/TIN for your temporary password.
Are my personal information and funds safe during the upgrade?
Yes, your personal data and account information is safe and secure, as always.
Your funds are secure and will be through the upgrade and after. All Webster Five deposit accounts continue to be insured through the Federal Deposit Insurance Corporation (FDIC) up to $250,000 per account and the Depositors Insurance Fund (DIF) for all deposits above what is insured by the FDIC, meaning 100% of your deposits at Webster Five are insured.
Will accounts change?
No. Account names, balances and history will not change.
Will my loan payment address or my loan numbers change?
No, your loan payment address and your loan numbers will remain the same.
Will checks be the same?
Checks will not change, and you can continue to use your existing checks.
Will the upgrade affect my direct deposits?
Direct deposits that you receive will continue to occur without interruption.
Will my Debit/ATM card or PIN change?
Your PIN will not change. You will be able to use your Webster Five Debit/ATM card at any time during and after the upgrade.
Please note that between Oct. 18 and Nov. 7, there will be a temporary pause on issuing new debit cards. During this period leading up to the upgrade weekend, we will not issue new account debit cards and/or replacement cards (i.e., due to loss, fraud, or damaged situations). You may request a debit card during this temporary pause window but fulfillment will be completed starting Nov. 8.
Will your routing/transit numbers change?
Our routing/transit numbers will remain the same, and all your current payments using these numbers will continue to function uninterrupted.
Will overdraft protection still be available?
Our overdraft protection services will remain the same.
How will I have access to my funds?
For all deposit accounts, the new funds availability policy will become effective Nov. 6, 2023. While Debit/ATM cards will be functional during the upgrade, real-time data on funds available may not be. To be sure you have the funds you need, we are requesting that you plan and make any necessary adjustments ahead of time for payments, transfers, wires, and cash withdrawals prior to the weekend of Nov. 3 – 5. If you have any questions, please contact us at 800-696-9401 or email us.
Please see “Will my Debit/ATM card or PIN change?” for information on debit card replacement during the time period.
Will there be a change to how transactions are posted to my account?
No, there will be no change in how transactions are posted.
Will Bill Payments process?
Automatic or electronic payments that you set up prior to Oct. 31, 2023, will continue to process. More information regarding important dates and actions can be found here.
Business Services
For an overview of what’s directly affected during our Technology Upgrade process, please refer to the “Business Important Actions” grid under Important Dates and Actions. Specific products and their changes, instructions, or any relevant resources are listed below.
Business Products and Information
March 2024 Fee Updates
Dear Business Customer,
Webster Five thanks you for your patience and loyalty during our recent technology upgrade. We suspended service fees associated with Business Partner Checking Accounts and Cash Management Services from November 2023 through February 2024.
As of March 1, 2024, service fees have been reinstated. Monthly service fees will now be charged on the 15th of the following month. Should you have any questions, please contact Businessservices@web5.com.
Intuit QuickBooks, Mint, & Quicken
Instructions are available below to assist in re-establishing connection between your version of QuickBooks and Quicken with Webster Five’s new online Digital Banking.
Quickbooks Online Instructions
Quickbooks Desktop Instructions
QuickBooks and Mint are products of Intuit and Quicken is a product of Rocket Mortgage, LLC. Webster Five does not deliver and is not responsible for the products, services or performance of Quicken, Mint, or QuickBooks.
Digital Banking
Digital Banking, both online and mobile, will be unavailable from Nov. 2-6. Please delete your existing app after Thursday, Nov. 2 at 4:00 p.m.
How to Log In
Username: Use your previous username
Company ID: No longer required
Password: Last four of the business EIN/TIN. You will then be prompted to set a new password and set a verification code
Access
Mobile: A new mobile app will be available for download on Monday, Nov. 6. Go to the App Store or Google Play and download Webster Five Mobile, one app for both business and personal, to access our new mobile banking.
Browser: there will be a new link for Digital Banking on Monday, Nov. 6. If you have the previous link bookmarked, please delete and replace.
Admin
The business’ previously chosen system administrator will carry over and control user access and functions to Digital Banking, Business Bill Pay, and Remote Deposit Now (previously Desktop Remote Deposit Capture).
We have made our best effort to ensure all users have transferred over to the new Digital Banking platform. There may be instances in certain applications that users may need to be reestablished by the System Administrator.
Messages
Securing messaging creates, manages, and tracks conversations between users and the bank all from Digital Banking. It can be used to request service, report unrecognized transactions, conduct foreign wires, exchange and return signed documents, and much more.
Business Bill Pay
Business Bill Pay will be unavailable from Tuesday, Oct. 31 to Monday, Nov. 6. Please ensure that you have no important transfers scheduled during this time period.
Transferred Data and Actions Needed
Any recurring payments that were established is Business Bill Pay will need to be reestablished. Existing payee information will transfer.
Payments
Under the new system, payments made using Business Bill Pay will now be drawn directly from your chosen Bill Pay Account. Funds will not be deducted from the account until the item is presented for payment.
The bill pay processor Ipay may opt to issue payments in the following formats: check or electronic payment methods, such as ACH or Single Use Pre-Paid Electronic Card.
Remote Deposit Capture
Remote Deposit Capture will be unavailable from Tuesday, Oct. 31 until your new drivers are installed after Monday, Nov. 6. After your last remote deposit, uninstall the scanner drivers. Please note, Deluxe will no longer provide customer support or service for Webster Five.
Installation
New scanner drivers will need to be installed in order to access functions after our Technology Upgrade. How to instructions can be found here.
Should you require assistance with installing your scanner drivers, please schedule an appointment at https://go.oncehub.com/websterfive. Appointment scheduling is live now, and appointments can be made for Nov. 6 onward.
All current scanners equipment should be supported for the new drivers.
Access
Access to Remote Deposit Now (previously Remote Deposit Capture) resides within Digital Banking. The Digital Banking System Administrator has the ability to set up, unlock users, grant account access for deposits to specific users and more.
Video Resources
Remote Deposit Now
Searching, Viewing, Alerts, and Reporting
Remote Deposit Complete
Check Positive Pay
On Friday, Nov. 3, the bank will review any exception items on your behalf. We will contact an authorized user should there be any questions.
Transferred Data
Digital Banking users with Check Positive Pay privileges have converted, as well as any outstanding checks.
Updates
As of Monday, Nov. 6, check issued files are required to be in CSV format. Individual checks may be manually entered.
Access
Check Positive Pay and associated functions can be found directly in your digital banking menu.
Alerts
To be automatically alerted that there are exceptions to be decisioned, each user will need to set up an alert within their user profile.
Should you opt not to set up the alert, you will NOT be notified that you have exception items to work. Any unanswered exceptions will default to “return.”
Please contact us at 800-696-9401 with any questions about how to set up alerts.
Cut Off Time
The cut off time to decision exceptions remains at 11:00 a.m., and items can be decisioned on both online banking and the mobile app.
ACH Positive Pay
On Friday, Nov. 3, the bank will review any exception items on your behalf. We will contact an authorized user should there be any questions.
Access
To access your approved ACH Filters/ACH Positive Pay debtors, see the Cash Manager option in the Digital Banking menu. Choose the Positive Pay drop down box, then choose ACH Filters. This is where you will answer any ACH Exceptions.
Transferred Data and New Requests
Approved ACH debtor rules and filters established prior to Oct. 16, 2023, have been transferred into the new Digital Banking platform. Please be sure to verify that all approved ACH debtors are accurate.
Should you find that any approved filters are missing, were added after October 16, or if you would like to add new authorized debtors, please use secure Messaging to start a conversation to submit that request.
Alerts
To be automatically alerted that there are exceptions to be decisioned, each user will need to set up an alert within their user profile.
Should you opt not to set up the alert, you will NOT be notified that you have exception items to work. Any unanswered exceptions will default to “return.”
Please contact us at 800-696-9401 with any questions about how to set up alerts.
Cut Off Time
Cut off time to decision exceptions remains at 11:00 a.m. If not decisioned, the exception item will be returned as “Not Authorized.” Items can be decisioned on desktop online banking.
ACH Origination
Transferred Data and Actions Needed
All existing payees, batches and templates will be populated in our new system. Should any items be missing, authorized users will be able to edit and recreate entries. NACHA formatted files will continue to upload here.
Any previously entered/scheduled recurring ACH transactions will need to be re-established.
Updates
All ACH files will need to be balanced before submitting to the bank. Please add an offsetting entry to balance the file with a Webster Five account.
ACH Verify will no longer be used to detect changes or additions to ACH files that are originated by your business. If not already in place, the bank strongly recommends a second person review and verify the file prior to its release. If dual control is not in place at your business, please consider implementing it. The Digital Banking System Administrator at your business can enable this feature in Settings/Permissions for authorized users.
Alerts
Users will receive an alert within Digital Banking when an item is successfully processed. Should your business want to receive a second verification alert from the bank, please reach out to Business Services.
Domestic and Foreign Wires
Transferred Data
All existing payees, batches and templates have been converted. Should any be missing, authorized users will be able to edit and recreate entries.
Foreign Wires
For foreign wires, use the secure messaging feature to start a conversation requesting foreign wire service.
Verification
Wire Verify will no longer be used to authenticate out-going wires. Two-step multi-factor authentication and a second prompt to enter the user’s password will be required to release the wire for processing. The cut off time for wires remains at 3:00 p.m.
Wire transfers are final payments that cannot be recalled. The bank strongly recommends verifying all outgoing wire instructions via phone call to the receiving party to ensure accuracy. Never take wire instructions via email without verifying. If not in place at your business, the bank also strongly recommends a second person review and release the wire. If dual control has not been implemented, the Businesses System Administrator can enable the dual control feature in Settings/Permissions for authorized users.
