the New & Improved Online Banking Experience

Questions and Answers


Have questions about Premier America's New Online Banking? Take a look at our answers to frequently asked questions to learn more.


What is the Online Banking and Mobile App Conversion?

Premier America has moved to a new provider for Online Banking and the Mobile App.

Why did Premier America decide to change its Online Banking and Mobile App?

We’re making this improvement to make online banking with Premier America easier. Our goal is to provide you with enhanced convenience and security features to fully manage your Premier America accounts online anytime and anywhere.

There are several new benefits, including access to:
  • A dynamic new Online Banking experience with a unified look and feel across all devices – desktop, mobile and tablets.
  • Locking and unlocking debit and/or credit cards, with advanced card controls.
  • Enhanced financial management tools.

What is new in Online Banking and the Mobile App?
Online Banking and the Mobile App have the same uniform look and feel regardless of the device you use to access the system.
 
  • You can customize the viewing order of your accounts and/or create account categories to group selected accounts within Online Banking.
  • You can add nicknames to easily identify and personalize your accounts. 
  • You can lock your card directly in Online Banking if you lose your card or suspect your card has been compromised. You can also unlock your card/s.
  • Options to link external accounts to pay bills and Premier America loans. 
  • Zelle® person-to-person payments.
And many more new features to come!

Registration and Logging In 

Will I have to re-register for Online Banking?
No. You are able to access the new system with your current Online Banking user name and password. Your current member information, accounts, and account history will be moved to the new system.

Will my User Name or Password change when I first log in? 
There is a two-step verification process when first logging in to new Online Banking.  Please use your current Online Banking user name and password to log in. You'll need to enter a one-time Secure Access Code that you can receive by email, phone or text, for verification purposes. You'll then be prompted to re-enter your existing Online Banking password to register it with the new system. You may need to create a new password if your current one does not meet our new password criteria. After that, you will have full access to the new Online Banking experience.

What is a Secure Access Code?
A Secure Access Code, or SAC, is a 6-digit, one-time, single-use code that is sent to you, based on whether you choose email, phone or text, that you’ll enter, when prompted, when logging into Online Banking or the Mobile App.  It provides an extra layer of secure authentication by requiring you to input more than one piece of information to verify you’re you. The SAC is available for a limited time and will expire so be sure to enter the code as soon as you receive it.

Will I need to enter any personal information when logging in?
The only personal information you'll need to enter is your Login ID (previously this was call User Name) and password. 

Are there be services that are no longer available?

We will be offering Zelle person to person payment service and discontinuing Popmoney, and some services will have slightly different features.

Mobile

Can I use new Online Banking on a phone or tablet?
Absolutely. New Online Banking provides the ability to bank anytime, anywhere, on any supported browser, from any device, desktop or mobile —conveniently and securely.
 
You can download the app on any Android or Apple device, and it will provide an experience consistent with banking from your desktop. If you use a mobile platform other than Android or Apple, you can always access Online Banking via a supported mobile browser.
 
What is a unified experience?
A unified experience simply means that the look and feel of Online Banking will be consistent, improving your experience by making navigation simple and familiar regardless of device.
 
Is there a new icon for Mobile App?
Yes, here is a preview, showing the new icon and the previous icon.

New Mobile App                                  Previous Mobile App

 
Will I need to redownload the Premier America Mobile App?

Based on your mobile device, please see below for how to access the app.

Android Users 
  • Please use this link to find the Premier America App on the Google Play store to download the new app.
    • PLEASE NOTE:
      • We have had reports that the Google Play store is showing both the new and the old Premier America Apps. Please make note of the icons below to ensure you download the correct version of the App. The old App is being discontinued and we are working with the Google Play store to get it removed as an option for download.
      • If you have multiple Android devices associated with an @gmail account, you may be presented with a list of devices, associated with you, to choose from and where the App can be downloaded. You'll need to select  your appropriate phone and/or tablet for download.
 

iOS Users
  • If you have enabled automatic App Updates in your device Settings menu, your App will have automatically updated for you to use.
  • Alternately, if your App didn't automatically update or to manually update the App, please use this link to connect to the App Store to update the Premier America App by following these steps.
    • Tap 'Profile icon' or your 'Profile picture' (upper-right).
    • Scroll down to see pending updates.
    • Tap Update located next to the desired app.  After you update, a colored dot next to the App will confirm the update.

 
    

Transfers

Will my scheduled transfers convert over to the new system?

Yes, existing internal scheduled transfers will convert over to the new system.
 
For scheduled transfers via an external financial institution, the schedule will convert, but before the next transfer can process, you’ll need to perform a validation process to re-link your external account. 

Will my transaction history transfer over to the new system?
Yes, access to transaction history will be available.
 

eStatements

Will I have access to my eStatement history?
Yes, access to a minimum of 18 months of eStatements will be available.
 

Bill Pay

If I use Bill Pay, will I need to reenter my biller and payment information?
No, existing scheduled Bill Pay payees and payment information will convert over to the new system.
 

I don’t see my Bill Pay payees, what should I do?
If you are having any issues with Bill Pay, we want to help! Please contact 877-238-7277 and we’ll help you troubleshoot your Bill Pay settings and help get you set up.
 
I was able to log in to Online Banking and found Bill Pay but didn’t see the payees I had entered. What should I do?
If you are having any issues with Bill Pay, we want to help! Please contact 877-238-7277 and we’ll help you troubleshoot your Bill Pay settings so you can pay bills.
 
I am using Safari (or Firefox) and I am receiving a message that I need to REMOVE POP UP BLOCKERS or UPDATE THE COOKIE SETTINGS, what should I do?
We have steps you can follow to get Cookies enabled in Safari for macOS. See below for instructions for Firefox.
 

Enable Cookies

  1. Click the "Safari" menu

Make sure you have a Safari window open and active; you will see the "Safari" menu in the top left of your screen. Click it and it will expand to show Safari specific options.


 

2. Click the "Preferences" Menu Item

Now that you have expanded the Safari menu, you will see the Preferences item - click on it.



The Safari Preferences screen will now appear.
 

3. Click the "Privacy" Tab

The Safari Preferences screen has a number of sections, indicated by the various options along the top of the screen (General/Tabs/AutoFill etc). Click the Privacy item to see privacy related options.

4. Preferred Cookies and Track Settings

On the Privacy Preferences tab, you will see the "Website tracking:" and "Cookies and website data:" checkboxes.


Enabling Prevent Cross-Site Tracking blocks third-party cookies from being set as well as third-party websites from storing data on your computer. Enabling this option is a good step in helping prevent companies from tracking your activity online.  YOU WILL NEED TO DISABLE (UNCHECK) THIS FEATURE TO GAIN ACCESS TO BILL PAY.

Enabling Block all cookies will prevent block First-Party cookies, as well as Third-Party cookies. Enabling this may cause websites to not work properly, and Safari will warn you about this if you choose this option. YOU WILL NEED TO DISABLE (UNCHECK) THIS FEATURE TO GAIN Access TO BILL PAY.

5. Close the Preferences Window

Once you have configured your cookie blocking preferences, you can simply close this window and continue using Safari and log back in to Online Banking and launch bill pay.

 

SAFARI - Mobile and Tablet 

  • NOTE:  Both Prevent Cross-Site Tracking and Block All Cookies.  Have to be disabled to allow the member to open Bill Pay.  

 

FIREFOX

Alerts

Will you still offer alerts?
Yes, we will still have a variety of member initiated alerts available but there will be some changes. Alerts for Loan payment due, Loan payment overdue and Personal message will not be available. There will also be some differences in the frequency available when setting up new Alerts. We encourage you to review your Alerts and setting on or after August 24th to ensure you have your Alerts set up as you wish.

Financial Tools (Money Management)

Will I still have Money Management to monitor my spending and budget.

Where are my external accounts I previously had linked to Money Management in Online Banking? I don’t see them in the new Online Banking under Financial Tools.

We experienced an issue where some accounts were delayed and not imported in time for the 8/24 launch of new Online Banking. We appreciate your patience. Our team is working diligently to ensure your accounts will be imported as soon as possible.

When will I see my external accounts?
Our team is working diligently to ensure your accounts will be imported as soon as possible. We appreciate your patience.

Did this affect moving my Premier America accounts to new Online Banking?
No, your Premier America accounts were moved and you should see all your accounts in Online Banking.

Quicken/QuickBooks

I am unable to connect to Quicken (or QuickBooks), what should I do?
This is a known issue and we are working with Intuit to get it resolved. A work around is for you to download your export direct from withing Online Banking without trying to establish the Direct Connect links just yet. The down loaded export can then be imported to your Quicken/QuickBooks software.

Browser Requirements

Are there minimum browser requirements for this new system?

Yes. The browser requirement is that browsers must be HTML5 compatible. We recommend you update your preferred browser application to the latest version available, not just to ensure compatibility with the new Online Banking experience, but also to ensure that Online Banking is as secure as possible.

PLEASE NOTE: If you use the following web browsers, you will be unable to access or have full functionality of the new Online Banking system:
 
  • Internet Explorer – Version 11 and earlier
  • Firefox – Version 24 and earlier
  • Google Chrome – Version 30 and earlier
  • Microsoft Edge with an Apple/Mac OS personal computer
  • Apple Safari with a Windows personal computer
  •  We encourage you to update your browser if needed, using the update feature of your preferred browser.

    Popmoney FAQs
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