Online Banking - A New Experience

Why did you make this change?

To streamline the process for our customers and make life a little easier! This update combines Personal and Business Online Banking into one accessible platform, featuring essential tools, user-friendly navigation, enhanced security, and a new mobile banking app.

What if I don’t know my User ID or Password? 

If you are unsure of your User ID, please contact us at 800.823.2274 for assistance.

If you have forgotten your password, select "Password Help" on the login page and follow the prompts to reset it. For additional assistance with your User ID or password, you may also contact your local branch.

How do I log into my account the first time after the upgrade?

Follow these steps to access your account for the first time on or after October 8:

1. Click the 'Login' button located at the top of our website to enter your online account or launch the mobile app. (Note: Personal customers will need to update the app, while business customers must download the new app.)
2. Input your existing User ID and password.
3. You will be prompted to choose how you'd like to receive your one time passcode: via text, phone, or email.
4. Once you've made your selection and received the code, enter your passcode when requested.
5. You will come across our 'Online Banking Terms and Conditions'—take a moment to review the information. Check the box to indicate acceptance of the Terms and Conditions, then click the 'Accept' button to proceed. If you choose to 'Decline,' you will be unable to access your account.
6. After clicking 'Accept,' you will be directed to your Account Summary.

The security code I received after logging in the first time is not working - what now?

Please make sure you are using the one-time passcode provided within the text message, phone, or email and that you are not inputting the phone number that sent the code or that is listed in the message. Also, the code expires within 15 minutes, so make sure you are using an active code. If these tips don't resolve the issue, please contact us at 800.823.2274.

Did External Transfers and Bill Pay go through during the conversion?

Any external transfers or bill payments scheduled prior to the conversion (October 6 - October 8), processed as expected.

What are some enhancements I can expect with this upgrade?

This upgrade delivers a more connected and convenient digital banking experience for both personal and business customers.

Key enhancements include:

• One login and one mobile app for both personal and business banking

• A more intuitive and user-friendly experience

• Enhanced debit card controls, including travel notifications and purchase restrictions

• Continued access to the services you use today, including:

  • Bill Pay
  • External Transfers
  • Mobile Deposit
  • ACH Services
  • Wire Transfers
  • Merchant Capture
  • Positive Pay
  • Zelle®
  • Budget Tool

If I have more questions or concerns, where can I find additional help?

During our Online and Mobile Banking upgrade, Independence Bank is offering extended Call-in Only Hours at 800.823.2274. Thursday, October 8th, Friday, October 9th & Tuesday, October 13th from 5:00 to 6:00 p.m. Saturday, October 10th from 9:00 a.m. - 12:00 p.m. For any additional help. please contact your local branch. Our business hours are Monday - Friday, 8:00 a.m. - 5:00 p.m.

Will this affect my accounts details?

Most of your account information will remain intact and ready to use. This includes your transaction history, scheduled payments, internal transfers, and eStatement preferences. 

Will this upgrade affect the Mobile Banking app? 

When the update goes live, you'll be asked to open your existing app and follow the prompt to download the new version. After installation, log in using your current User ID and Password.

If you don't already have our app, download it today so you're ready to enjoy an enhanced platform and eventually have access to all the latest features. 

As part of this upgrade, our app will be available for download that allows both personal and business account holders to access their accounts from one easy-to-use app.

How do I access the new Mobile Banking app? 

Through the Current Mobile Banking App

1. Open your existing app and follow the prompt to download the new version.
2. After installation, log in using your current User ID and Password.

What if I use biometrics to log in via the Mobile Banking app?

If you utilize biometrics to access your accounts via our Mobile Banking app, you will need to be sure you know your User ID and Password prior to our go-live date. You will be required to enter these within the new app the first time you log in. After you have logged in, you can reestablish your biometrics for future logins.

Will this affect the login process?

No. After the new system launches, you'll continue to sign in with your current User ID and Password. During your first login, you'll be prompted to verify your identity by choosing either a text message, phone call or email to receive a one-time passcode. Enter the passcode and submit to complete a secure login. 

What if I use biometrics to log in?

If you normally log in using biometrics, make sure you know your User ID and Password before the upgrade. You'll need to enter these credentials the first time you access the new system. Once you've logged in successfully, you can re-enable biometric authentication for future logins. 

Will my account number or debit card change?

No, you will keep your same account numbers and debit card—there will be no changes to this information.

Are any of my personal account details not being transferred to the new system?

Most of your accunt information will remain intact and ready to use. This includes your transaction history, bill pay payees, scheduled payments, internal transfers, and eStatement preferences.

Please note: Alerts, card controls, external transfers, and personal finance manager data will not carry over to the new system. Be sure to record or save this information before October 6, 2026. These features will need to be reconfigured once the upgrade is complete.