System Upgrade

UPGRADE WEEKEND: SEPTEMBER 10-13

During the upgrade weekend, will I still be able to access the funds in my accounts?

Yes, but you will be limited. To access your funds, you can:

• Use your debit card (up to $1,500/day)
• Withdraw cash from an ATM (up to $200/day)
• Write a check
• Visit a branch (NOTE: All branches will be closed September 12-13)

See the Upgrade Schedule above for more information.

Can I still access online banking, mobile banking and online bill pay?

No. These will NOT be available during our upgrade weekend. Please see the upgrade schedule and the corresponding sections in the remaining FAQs for details. 

Will my account and personal information be secure during the upgrade?

Yes! Keeping your account and personal information safe is always our top priority. The system upgrade does not effect how your data is protected. 

However, be aware of scammers, especially during this time. Remember, we will never call, text or email to ask for your username, password, or account info. Scammers may send texts, calls or emails pretending to be from Waukesha State Bank. Avoid clicking on suspicious links, don’t provide passwords or one-time passcodes, account info, or other details to anyone who contacts you. Call us directly at (262) 549-8500 if you receive any suspicious outreach.

WHAT IS NOT CHANGING?

The following items will NOT change after the system upgrade:

• Account & Loan Numbers
• Bank Routing Number
• Bank Website
• Checks
• Debit Card & PIN Numbers
• Credit Card Numbers
• Usernames for online & mobile banking (BUT your password will be reset)
• Direct Deposits & Automatic Payments
• Automatic Loan Payments & Coupon Books
• VaultLink Telephone Number

ONLINE BANKING

Can I enroll in online or mobile banking during the upgrade?

No. New enrollments in the current system will NOT be available from September 3-13. Enrollments will resume in the new system when it goes live on Monday, September 14.

Will there be any interruptions to online and mobile banking?

Yes, online and mobile banking will NOT be available during the upgrade weekend. This includes:

• Account balances - Will be temporarily unavailable September 10-13.
• Deposits - Those made during the upgrade weekend will not be posted to your account until Monday, September 14.

Service will resume when the new online banking system goes live on Monday, September 14. See the Upgrade Schedule above for details.

• If you haven’t logged into your current online banking in the last 120 days, you will have to enroll as a new user after September 14.

Will I need to change my password?

Yes, your password for online, telephone and mobile banking will be reset. However, your username will remain the same as it is now.

How do I change my password?

For security purposes, please refer to the FAQs in your System Guide for information on changing your password.

Will my account alerts transfer to the new system?

No. Any account alerts you currently have set up will NOT transfer. You will need to re-establish them in the new system after September 14.

MOBILE BANKING

What will happen to my mobile banking app?

• After 5:30 p.m. on September 10 our current mobile app will be disabled. You will receive an error message if you try to access it.
• After 8:00 a.m. on September 14 you can download and sign-in to our new enhanced mobile banking app. Search for “Waukesha State Bank” in your app store.

TELEPHONE BANKING

Can I still use telephone banking?

Yes, you can still use telephone banking with the same phone number, (262) 574-4210. However, you will need to reset your PIN once the upgrade is live on September 14.

How do I reset my PIN?

Enter your account number when prompted. During your first login, you'll be asked to verify your identity using your Social Security number and date of birth before creating a new telephone banking PIN. Once your new PIN is established, be sure to keep it in a safe place along with your account number for future access.

Will there be any changes to telephone banking?

The new menu options are listed below, so please listen carefully.  Your PIN will also need to be reset.

ONLINE BILL PAY

Will there be interruptions to online bill pay?

Yes. From September 3-13, online bill pay will be unavailable. However, any existing, pre-scheduled payments set up through September 10 will be processed as normal.

• Payments scheduled after September 10 in the current system will not be processed.

Will my payees / vendors, bills and payments automatically transfer to the new online bill pay system?

Yes. Your payees / vendors, bills and payments should transfer to the new system after the upgrade is complete on September 14.

• As a precaution, prior to September 3 we recommend that you record this information in case it doesn’t transfer correctly. If that happens, you may need to set up your payees / vendors, bills and payments again in the new system.

ACCOUNT STATEMENTS

Are my account statements changing?

Yes, you will notice a new statement design after the upgrade. You will also receive multiple statements for the month of September, including:

1. A paper statement in the mail (even if you have paperless statements) for September transactions BEFORE the upgrade.
2. A paper or online statement (based on your current preference) for transactions AFTER the upgrade.

This will not affect any associated fees or interest paid.

• Online statements and check images prior to September 10 will not be available until September 14. If needed, please download and save those items by September 10 or request them from a Relationship Banker.

Will my statement history be available in the new online banking system?

Past statements will not be available until mid-November. However, you will be able to see 90 days of past transactions when you first login to the new online banking system on September 14.

Are my statement preferences staying the same after the upgrade?

Yes. Your current preference for paper or online statements will be the same.

PAYMENTS & TRANSFERS

What will happen to my automatic or recurring internal transfers?

Internal transfers between Waukesha State Bank accounts scheduled for:

• September 10 or before will be processed as normal.
• September 11-13 will not be available.
• September 14 will need to be set up again in the new online banking.

They will not transfer to the new system.

What about automatic payments scheduled to come out of my account?

All automatic or recurring payments initiated by a third-party (such as bills, subscriptions, etc.) scheduled to come out of your account between September 10-13 will not be processed until September 14. After the upgrade, these will continue as normal.

Will my loan payment be impacted?

Yes, but only during the upgrade weekend. Any payments scheduled for September 10-13 will not be processed until September 14. After that, your payments will be processed as normal.

BUSINESS OWNERS

When will incoming and outgoing wires be processed?

All ACH and wire originations will be accepted until 3:30 p.m. and processed on Thursday, September 10. Incoming and outgoing ACH transactions will NOT process on September 11 and will need to be processed on September 10 before 3:30 p.m. instead.

Processing will resume after 9:00 a.m. on Monday, September 14.

Will Positive Pay and Remote Deposit be effected?

Yes. All Treasury Management solutions (ACH and Wire Origination, Check and ACH Positive Pay, and Remote Deposit) will be temporarily unavailable from September 11-13. Processing will resume after 9:00 a.m. on Monday, September 14.

Will my ACH templates transfer to the new system?

Yes, your current ACH templates will migrate to the new system; however, as a precaution, we strongly urge you to backup your ACH templates before September 10. If you have any questions accessing your templates before or after the system upgrade, please contact our Electronic Banking department at (262) 549-8520.

Will I have to reconnect my third-party connections?

Yes, if you connect to a third-party (such as Intuit, QuickBooks, Quicken, etc.), after the upgrade you will need to re-link your connection on the third party’s website. Log in to your third-party app, locate your current bank connection, and select Reconnect, Fix Connection, Reauthorize, or Update Login.

• If you use Intuit, QuickBooks, Quicken, etc., please create a data file backup and perform a final transaction download by Tuesday, September 8. This step will ensure your transaction history remains intact post-upgrade.