CUSTOMER CONNECTION CENTER

CUSTOMER CONNECTION CENTER

eBanking First Time Log-On Instructions

 

Frequently Asked Questions

 

PERSONAL eBANKING

PERSONAL eBANKING

PERSONAL eBANKING

Everything you need to know about changes to personal online banking accounts. 

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BUSINESS eBANKING

BUSINESS eBANKING

BUSINESS eBANKING

Information about changes to Business Online Banking accounts.

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MOBILE
BANKING

MOBILE
BANKING

MOBILE
BANKING

Read about changes coming to your mobile banking experience.

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ATMS


ATMS


ATMS

Understand how ATM transactions will be impacted throughout our technology upgrade.

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DEBIT AND CREDIT CARDS

DEBIT AND CREDIT CARDS

DEBIT AND CREDIT CARDS

Learn how debit and credit cards will be impacted throughout our technology upgrade.

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TREASURY MANAGEMENT

TREASURY MANAGEMENT

TREASURY MANAGEMENT

Read about changes coming to your mobile banking experience.

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QUICKEN AND QUICKBOOKS

QUICKEN AND QUICKBOOKS

QUICKEN AND QUICKBOOKS

Download conversion instructions for your version of Quicken or Quickbooks.

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TELEPHONE
BANKING

TELEPHONE
BANKING

TELEPHONE
BANKING

FAQs and important information about changes coming to our 24/7 telephone banking services.

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FRAUD AND DISPUTE CLAIMS

FRAUD AND DISPUTE CLAIMS

FRAUD AND DISPUTE CLAIMS

What to do if you experience fraud or need to file a dispute during our technology upgrade.

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GENERAL INFORMATION

GENERAL INFORMATION

GENERAL INFORMATION

Additional questions, information and updates about the enhanced experience coming to Allegiance Bank.

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General Information

If you have questions or need further assistance, please email customerservice@allegiancebank.com or call 281-894-3200.
Support is available 24x7.

How will maintenance fees be assessed in May?

All account maintenance fees will be waived for the month of May 2018.

When will I receive my next statement?

All customers will receive a bank statement as of May 10, 2018. You will receive a second bank statement for the time period May 11, 2018 through your normal statement drop date. For example, accounts scheduled for a month-end statement will receive a second bank statement for the time period May 11 through May 31, 2018.

What should I do if I encounter any trouble or need further assistance?

If you have questions or need further assistance, please email customerservice@allegiancebank.com or call 281-894-3200.
Support is available 24x7.

Personal eBanking

First Time Log-On Instructions

  • Enter your user ID in all lowercase.
    • For example, if your current username is @JohnSmith18, enter @johnsmith18.
  • Out of Band Authentication will identify you.
  • Follow the prompts for password reset instructions.

If you need further assistance, please email customerservice@allegiancebank.com or call 281-894-3200.
Support is available 24x7.

 

For a preview of our new Personal eBanking experience, watch the video below.

Will my existing User ID work?

The existing User ID will be used in all lower case letters.  Example: @JohnSmith18 will need to be entered as @johnsmith18.

What if I previously enrolled in Personal Online Banking, but never logged in? Do I need to re-enroll?

If you have not logged into Personal Online Banking within a year, you will need to enroll in Online Banking again after May 14th.

What about my Bill Pay/People Pay account information? Will all of my payees come over?

Bill Pay will operate the same as it did in the past. If you have used Bill Pay in the last year, most of your business payees will be present.  Some payments paid to an individual will not transfer and will need to be re-entered on or after Monday, May 14, 2018.

What if I never used Bill Pay on the old system?

You will need to enroll into Bill Pay again.

Will my nicknames for my accounts still exist in the new system?

Nicknames will not automatically transfer.  You will be able to re-enter these on or after May 14, 2018.

How much of my account history will be present in the new system?

You will have 90 days of historical transaction history. History will continue to build going forward for a rolling eighteen months.

Will my Alerts still exist in the new system?

Alerts will not automatically transfer to the new system. You will be able to re-enter these on or after Monday, May 14, 2018.

What will happen to the internal transfers that I had set up?

For Personal Online Banking Users, your internal transfers will be transferred to the new system.  However, we suggest you verify your transfer settings post-conversion to ensure that there is no interruption.

What will happen to payments and/or recurring payments I had scheduled to be paid after the conversion?

For Personal Online Banking Users, most of your payees, payments and recurring payments will be automatically transferred to the new system. However, we suggest you verify your payee and recurring payment settings post-conversion to ensure that there is no interruption. Wednesday, May 9th before 3:00 pm CT, will be the deadline to add/modify/delete bill payments to be paid prior to conversion. Scheduling new bills and adding new payees will be available following the May 14th conversion.

What should I do if I encounter any trouble or need further assistance?

Please call 281-894-3200 for assistance. The phones will be answered 24 hours a day 7 days a week to support our customers during the technology upgrade. You can also email us at customerservice@allegiancebank.com.

Will my historical electronic statements be available for viewing?

Statements will not be visible for a period of time following the technology upgrade.  Please print or download your statements if you need to refer back to them. Our banking offices can also provide you with a copy of a statement upon your request.  We will notify you when the statements are available for viewing in eBanking.

Will I continue to get my electronic statements?

In order to provide you with the proper delivery disclosures, you will need to re-enroll to receive eStatements on or after Monday, May 14, 2018.

How will the system authenticate me as a user?

We will use Out of Band Authentication (OOBA) is the security method used to identify you are logging in.  You must select to be contacted by phone or receive a text message to a phone number we have on file for you or you can answer questions retrieved from public records to allow one-time access.  Please make sure that the phone numbers we have on file for you are current.

Business eBanking

First Time Log-On Instructions

  • Enter your company ID previously provided to you.
  • Enter User ID excluding special characters.
  • Out of Band Authentication will identify you. 
  • Follow the prompts for password reset instructions.

If you need assistance, please call 281-894-3200. Business eBanking and Business Bill Payment support are available Monday - Friday, 7:00 AM - 7:00 PM.

For a preview of our new Business eBanking experience, watch the webinar below.

What is happening to the scheduled transfers or loan payments?

Scheduled and recurring internal transfers and loan payments are NOT converting for business customers. These will need to be reset in your new Business eBanking account.

What is happening to ACH & Wire Transfers?

All valid wire and ACH recipients and templates are converting to our new system. All scheduled and recurring ACH and Wire Transfers are NOT converting and will need to be reset in the new system after May 14.

When will I receive my next statement?

All customers will receive a bank statement as of May 10, 2018. You will receive a second bank statement for the time period May 11, 2018 through your normal statement drop date. For example, accounts scheduled for a month-end statement will receive a second bank statement for the time period May 11 through May 31, 2018.

Will my statements be available for viewing?

Statements will not be visible for a period of time following the technology upgrade.  Please print or download your statements if you need to refer back to them. Our banking offices can also provide you with a copy of a statement upon your request.  We will notify you when the statements are available for viewing in eBanking.

Mobile Banking

Do I need to download a new app?

Yes. Our current app will be available up until 3:00 pm on Thursday, May 10th, 2018. You will need to uninstall the current Allegiance Bank app and download our new app on Monday, May 14th from Google Play or App Store.

How can I access mobile banking on my device?

Prior to accessing mobile banking on a mobile device, you will need to login to Personal eBanking or Business eBanking through a web browser first.  You will then be auto-enrolled in Mobile Banking.

How can I access mobile banking on my iPad or Android Tablet?

The first versions of our iPad and Android tablet apps for personal and business eBanking are now available. Download the applications by clicking the links below or contact any Allegiance Bank office to learn more.

Personal eBanking Tablet Apps:

iPad (App Store)

Android Tablets (Google Play)

Business eBanking Tablet Apps:

iPad (App Store)

Android Tablets (Google Play)

I see two apps available for download. Do I need both?

As of Monday, May 14, Allegiance Bank will have two mobile apps available to download. One app is for Business Mobile Banking and the other app is for Personal Mobile Banking. The Business mobile app is clearly marked with "BUSINESS" in the app icon.

If you are both a PERSONAL and BUSINESS Mobile Banking customer, you will download both mobile apps.

Debit and Credit Cards

Will I be able to use my debit card?

Yes, your debit card will be fully functional during our system upgrade. 

Will this upgrade require a new debit card to be issued?

No, you will be able to use your existing debit card even after the upgrade is complete.

How will this impact my credit card?

Your credit card will be fully functional and will not be impacted.

What if I need a travel exclusion or a temporary debit card limit increase?

We will not be able to make changes to your debit card until Monday, May 14th.  

ATMs

How will ATMs be impacted during this time period?

Allegiance Bank ATMs will be available for withdrawals during this time. ATMs that accept deposits will be disabled until May 14th.

Treasury Management

For a preview of our new Business eBanking experience, watch the webinar below.

Remote Deposit Capture

How is remote deposit capture impacted?

Effective May 10, 2018, our Online Banking system will no longer support single sign-on for Remote Deposit Capture. 

To access Remote Deposit Capture, please use the URL address provided on the landing page for Remote Deposit Capture.  If you do not know your User ID and password, please contact your Company Administrator.

ACH Origination

When is the last day I can originate an ACH file with an effective date of May 14, 2018?

Our Online Banking system will be down starting at 3:00 pm on Thursday, May 10, 2018. 

Any originated ACH transactions with an effective date of May 14, 2018 must be submitted and approved by 3:00 pm on Thursday, May 10, 2018.

Are my ACH templates and recipients converting to Business eBanking?

Yes, any ACH templates and recipients with valid account information will convert.

Will any scheduled recurring and future dated ACH transactions convert to Business eBanking for processing after May 10, 2018?

Any scheduled recurring and future dated ACH transactions with an effective date after May 11, 2018 will not convert.  These will need to be rescheduled on or after May 14, 2018.

Online Wire Transfer

Are my Wire Transfer templates and recipients converting to Business eBanking?

Yes, any Wire Transfer templates and recipients with valid account information will convert.

Will any scheduled recurring and future dated Wire Transfer transactions convert to Business eBanking for processing after May 10, 2018?

Any scheduled recurring and future dated Wire Transfer transactions with an effective date on or after May 11, 2018 will not convert.  These will need to be rescheduled on or after May 14, 2018.

Check Positive Pay

Will my outstanding issued items convert to Business eBanking?

All outstanding items from November 1, 2017 through May 10, 2018 will be converted to Business eBanking.  We recommend you download a listing of outstanding issued items or any reports to retain for your records prior to May 10th.  Any stale dated items will be presented as an exception.

Where do I access Positive Pay in Business eBanking?

Positive Pay can be accessed through the Account Services menu.  If you do not have access, please contact your Online Banking administrator for your company.

Will I receive an email notification of any Positive Pay exception items?

To receive an email notification, an email alert can be set up under the Administration/Manage Alerts/Account Alerts menu.

ACH Positive Pay

Will any ACH authorization rules convert to Business eBanking?

No, these will not convert to Business eBanking.  We recommend you download the ACH Authorization report to retain for your records prior to May 10th.  You may re-enter these authorization rules in Business eBanking.

Where do I access Positive Pay in Business eBanking?

Positive Pay can be accessed through the Account Services menu.  If you do not have access, please contact your Online Banking administrator for your company.

Will I receive an email notification of any Positive Pay exception items?

To receive an email notification, an email alert can be set up under the Administration/Manage Alerts/Account Alerts menu.

Lockbox

Will I be able to access my Web Lockbox in Business eBanking?

Yes, you can access Web Lockbox under the Account Services/Web Lockbox menu.

Will my User ID and password change for Web Lockbox?

No, you will enter the same User ID and password to access your Web Lockbox.

Quicken and Quickbooks

Below you'll find comprehensive conversion guides for Quicken and Quickbooks.

24/7 Telephone Banking

As of Monday, May 14, 2018, our new Telephone Banking phone number will be 1-844-334-3814.

Is the Telephone Banking number changing?

Yes. As of Monday, May 14, our new Telephone Banking phone number will be 1-844-334-3814.

Please remember to DELETE the prior phone number. This service is available 24 hours a day/seven days a week.

Fraud and Dispute Claims

If I experience fraud or need to file a dispute, what should I do?

Beginning on May 4th, If you experience fraud on your debit card or wish to file a dispute please contact (281) 492-3001.