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It's an exciting time to be a member at 1st Advantage! A large technology upgrade is coming this fall. This upgrade will greatly improve your banking experience by providing enhanced systems to enrich our products and services.  

The technology upgrade process will begin on Friday, October 30, 2020 at 5 p.m.
The upgrade will continue through the weekend and will cause scheduled disruptions in service. Because of these disruptions, 1st Advantage will be closed beginning at 5 p.m. on Friday, October 30th, and will reopen on Tuesday, November 3, 2020 to resume regular business hours.

It is important to us that this transition is a smooth one for you.

Please review all the information included in this guide which covers service interruptions, service changes, branch closure details and more. 

Thank you for your continued support and patience during our upgrade. If you have any questions, please contact us at answers@1stAdvantage.org or 757-877-2444.

Please be aware that there will be scheduled service interruptions. Click here to view our Technology Upgrade Schedule so that you can be prepared for those dates.



Be Prepared: Your Technology Upgrade To-Do List

Take a moment to ensure your contact information is up-to-date. This includes your address and your email address to ensure your information is not only correct in our system, but that you also receive all correspondence and updates about this upgrade. You can check your information in Online Banking under the Your Preferences Tab, by calling our contact center at 757-877-2444, or by visiting any branch.
Our technology upgrade will begin Friday, October 30 at 5 p.m. We will be closed on Saturday, October 31– Monday, November 2 and will then reopen for normal business hours on Tuesday, November 3. Review Scheduled Service Interruptions.
We advise you to schedule bill payments prior to our upgrade weekend. Any bill payments you have set up prior to October 30 will process as scheduled. Bill Pay will not be available or process during the upgrade weekend and will resume processing on November 3, 2020.
Download and save your existing e-Statements for your records. After the upgrade, only the last 12 months of e-Statements will be available.



Post Upgrade: What Changes & What Stays the Same

We understand your member number is important to you, but you have always been more than a number to us. There will be slight changes to your account numbers as part of the upgrade. In most cases, your account number will be modified by adding a prefix before it and adding the existing suffix to the end.

The good news is you do not need to remember these numbers! When you visit a branch or call our contact center, the new system will allow us to easily locate all accounts you are connected to by looking up your name, phone number, or your social security number.

What’s new for my member number?
Your member number will stay the same and will be attached to your membership profile. Your member number now becomes an identification number we can use to locate any account you are connected to. If you have multiple member numbers, all accounts will be consolidated under one surviving member number. The surviving member number is selected based on the member number with the greatest number of transactions.

What’s new for my account numbers?
The new format for account numbers retains your original account number for familiarity, in most cases preceded by a prefix and followed by the original account suffix number.

What do I need to do?
Use this guide to become familiar with the new format. You’ll be able to see your new numbers in Online Banking beginning November 3, 2020 and we can identify them for you as well as we move forward. No changes are needed on your part to update any direct deposits or automatic payments you have set up with your existing account number; we’ve got that taken care of for you.

What are my new account numbers?
Use this guide to understand the new format of your account numbers. We’ve created examples using account number 123456 to help you visualize the changes. In addition to account number, you will be able to give your accounts nicknames in Online Banking and these nicknames can be used over the phone and in a branch to identify them.

Below are a few examples of how your account numbers will change:
core conversion account number example

To help you visualize the changes, you can view updated account number examples here.
Part of the technology upgrade includes a new and improved Online Banking platform. This new platform will offer the same great features you expect, but with a more user-friendly experience. Click here for a sneak peek of the new Online Banking platform.

User Name & Password
For existing Online Banking users, beginning Tuesday, November 3, you will need to reset your password. To access Online Banking and reset your password, follow the steps below. If you had multiple logins for different accounts, they are now all combined under one login which will be the login associated with the account with the most transactions.

Online Banking Password Update
Step 1: Visit 1stAdvantage.org and click on the Online Banking login box at the top of the screen.

Step 2: Type in your current User ID and enter your default password which will be the last six digits of your Social Security/Tax ID number.

Step 3: Follow the prompts to set up your password and finish the enrollment process.

Having trouble logging in? Please call 1-800-437-7173 or 1-716-616-5375 for Online Banking or Mobile Banking assistance.
Our Mobile Banking app will also be getting an upgrade! It is important that after October 30 you delete and uninstall the old 1st Advantage mobile app from your device as it will no longer work.

Step 1: Download the new 1st Advantage app to your device after Tuesday, November 3 when the app becomes available for both Apple and Android users.

Step 2: Type in your current User ID and enter your default password which will be the last six digits of your Social Security/Tax ID number.

Step 3: Follow the prompts to set up your password and finish the enrollment process.

If you have already setup your Online Banking password, it will be linked to Mobile Banking and you will use the same password to log in to Mobile Banking. Please also note if you are a joint account holder on another account, you will now see all accounts you are associated with in Mobile Banking under your one login.

Having trouble logging in? Please call 1-800-437-7173 or 1-716-616-5375 for Online Banking or Mobile Banking assistance.
Bill Pay transactions, history and payees will automatically transfer under the primary account holder’s profile.
Your debit card and checks will not be affected by the upgrade. Your debit card number as well as your routing and transit number for checks will remain the same during and after the upgrade. You can continue to use your debit card and checks as normal.
There will be no impact to your current direct deposit, pre-authorized transactions, or loan payments. All direct deposits, pre-authorized transactions and automatic loan payments have been transferred over during the upgrade. Please remember to provide your new account number when scheduling future direct deposits, pre-authorized transactions, and/or loan payments.
Pending info
Credit Mastercards will not be affected by this technology upgrade. You may use your credit Mastercard like normal during the upgrade weekend. Online credit card access will continue to be available at 1stAdvantage.org using your existing username and password.
Shared branching will be unavailable during the conversion, from October 30 at 5 p.m. until Tuesday, November 3 at 9 a.m.
Joint account holders are now able to set up their own Online Banking, Mobile Banking, and Bill Pay accounts. To begin the enrollment process, you will need to know your member number and then follow the below directions.

Online Banking – Visit 1stAdvantage.org, locate the green Online Banking login box on the left of the screen. Select new user and follow the prompts to enroll. If you have already setup your Mobile Banking user ID and password, use the same user ID and password to log into Online Banking.

Mobile Banking – Download the 1st Advantage Mobile Banking App. Open the app and select enroll now. If you have already setup your Online Banking user ID and password, use the same user ID and password to log into Mobile Banking.

Bill Pay – To access Bill Pay, you first need to enroll in Online Banking or Mobile Banking. Once enrolled and logged in, navigate to the Bill Pay tab to then enroll in Bill Pay. Please note this is a new account and is not linked to the primary account holder’s Bill Pay profile. Therefore, you will not be able to view previous Bill Pay transactions or payees that were under the primary account holder’s profile. Bill Pay payees would need to be added to the joint account holder’s profile. The primary account holder will also not see any Bill Pay details that are setup under the joint account holder’s Bill Pay profile.



Technology Upgrade FAQs

This upgrade will greatly improve your banking experience by providing enhanced systems to enrich our products and services.
Yes, account access will be available during the upgrade weekend – but in a limited capacity. Please refer to the posted schedule for information on branch closures, service interruptions and more. As a reminder, the upgrade weekend begins at 5 p.m. on Friday, October 30 and should be complete by 9 a.m. on Tuesday, November 3.
There will be no impact to your current direct deposit, preauthorized transactions, or loan payments. Everything will be transferred over during the upgrade. Please remember to provide your new account number when scheduling future direct deposits, pre-authorized transactions and/or loan payments.
No, you will not be able to access your accounts via shared branching during the upgrade weekend. These services will resume on Tuesday, November 3 after completion of the upgrade.

Yes – you may continue to use your card to make withdrawals from ATMs. However, the amount of cash you may withdraw may be limited.

 

Balance information that is displayed on ATMs or ATM receipts will not be available or may be inaccurate during the conversion period. It is important that you check your balance prior to the upgrade period and keep track of your spending and withdrawals in order to avoid overdrafts. Balances should be updated and accurately displayed again after November 3, 2020.

Yes, you may make ATM deposits during the conversion weekend. However, deposits will not be posted to your account until Tuesday, November 3, 2020. 
Yes, your security is always our top priority, and your account information will remain protected as we complete this upgrade.
While we do not anticipate any delays in completing the upgrade, we will post updates on our website and social media pages if the upgrade extends beyond the scheduled completion date.
Rest assured your information is backed up and in the rare occurrence there is an error, please contact us so we can research and correct it.
Please call 1-800-437-7173 or 1-716-616-5375 for Online Banking or Mobile Banking assistance.
Please give us a call at 757-877-2444, visit a branch or email answers@1stAdvantage.org. We are always here to help!