Q:  How do I create a user?  
A:   The instructions are below: 

  1. Click their profile file.
  2. Select business management.
  3. Create user.  
  4. Enter the user's name and email address.
  5. Choose their role.  To learn more about the roles, click here. 
  6. Choose which account to activate for the user. 
  7. Toggle on the account.  Click Done.  
  8. Click Enable Accounts.
  9. If no more permissions need to be set, click Send Email Invite.  The user will receive a link to establish their credentials. 

Q: Are there different levels of permissions? 
A:  Yes.  When a user is created the admin has the option to select user, viewer or admin.  

Q: Can the admin create different permissions for different accounts? 
A:  Yes it does vary and provides a variety of options based on functions.    

Q: Can an admin unlock a user? 
A:  Yes, the admin can select unlock to reset their number of attempts then they will have three more attempts to login with the existing password.  Or the admin can send them a link to reset their password. 
Q: Will my Bill Pay information change?
A: No. Your bill pay information including your payees and account information will transfer to the new system.  Starting April 22nd, you can login to the new system to access your bill pay and verify the information successfully transferred. 

Q: What do I do if a bill pay merchant or payment date did not transfer?
A:  We don't anticipate any challenges.  However, if bill pay information is missing or you have a question, you can send us a message in the Digital Banking Message Center, call 888.401.2599, or email support@texasbank.com.

Q: Will all my payees and payment information transfer from my bill pay? 
A: Yes. All payees and payment information will transfer to the new system. We encourage you to review your bill payment information once you login to the new system.

Q: Will the Bill Pay look and perform the same way?
A: No. The essence of the Bill Pay system remains the same.  However, additional features for businesses like a payroll feature, different types of payment options, transfers, and permission driven actions are now available.  
Q: When will I have access to the new digital banking system? 
A: The new system will be available on Monday morning, April 22nd. An email will be sent to existing digital banking users when the system is ready.

Q: How will I login to the new desktop (online) banking? 
A: To login, please use the same username and the last 4 digits of your Tax ID (SSN/ITIN/EIN) as your password. Then follow the login steps to create a new password and authenticate your identity for the first time.

Q: I bookmarked the TexasBank Online Banking login when I opened the account.  When I try to login, I get an error.  
A: You need to delete the bookmark and create a new bookmark for the new system.   
Q: How will I login to the new online banking (desktop) for the first time? 
A: To login, please use the same username and the last 4 digits of your Tax ID (SSN/ITIN/EIN) as your password. Then follow the login steps to create a new password and authenticate your identity for the first time. Click here for a video on this topic.

Q: I tried to sign in with my mobile app and I am getting an error. 
A:  To login for the first time, you must uninstall the old TexasBank Mobile app and install the new TexasBank app.  The new app will be available Monday, April 22nd. 
Q:  What do I need to do before for the upgrade? 
A:  TexasBank does not have any insight or control over the Intuit products or know what product a user has.  However, Intuit has provided instructions on each product including QuickBooks Desktop, QuickBooks Online, Quicken Desktop, and Mint. 

Q:  In the instructions, it describes a first action date and a second action date.  What are those dates for the TexasBank upgrade?
A:  The first action date is Thursday, April 18th before 4:00 pm CT.  The second action date is Monday, April 22nd. 

Q:  I use QuickBooks Desktop.  What do I need to do to convert?
A: TexasBank does not have any insight or control over the Intuit products or know what product a user has. Intuit has provided instructions for the QuickBooks Desktop conversion.  

Q:  I use QuickBooks Online.  What do I need to do to convert?
A: TexasBank does not have any insight or control over the Intuit products or know what product a user has. Intuit has provided instructions for the QuickBooks Online conversion. 

Q:  I use Quicken Desktop.  What do I need to do to convert?
A: TexasBank does not have any insight or control over the Intuit products or know what product a user has. Intuit has provided instructions for the Quicken Desktop conversion. 

Q: Will Intuit aggregation services be interrupted?
A: TexasBank does not have any insight or control over the Intuit products or know what product a user has. Intuit indicated that Intuit aggregation services may be interrupted for up to 3-5 business days.  Users are encouraged to download a QBO file during this time. 

Q: What Intuit services may not work?
A: TexasBank does not have any insight or control over the Intuit products or know what product a user has. Intuit indicated that the following services may not work:  Quicken Win/Mac Express Web Connect, QuickBooks Online Express Web Connect, and Mint. 
Q:  Is there a time when TexasBank stops wire transfers?  
A:   Yes.  Normal cut off time is 2:00 pm CT.  

Q:  If I have a question who can I contact?  
A:   You can call 833.987.2265 or email bookeeping@texasbank.com.
Q:  Will all my statements be available on April 22nd? 
A:  No, there will be a delay as to when the new system will upload historical statements and notices. 

Q: If I enrolled in eStatements in the old system for my checking and savings account, do I need to enroll in the new system?
A:  No.  You will be enrolled automatically.  However, it may take up to a few days to see your eStatement. 

Q:  If I enrolled in eStatements in the old Pay My Mortgage system for my mortgage account, do I need to enroll in the new system? 
A:  Yes.  You will need to enroll in the new system. 

Q:  Will I receive an email notification when my statement is ready? 
A:  Yes.  An email notification is sent to you anytime a new document is added to online banking for you.

Q:  What if I forgot to download or print my old statements?
A: We can definitely help you and get them for you.  You can call us at 888.401.2599 or email support@texasbank.com.  If you are wanting it for your records and don't have a deadline, we encourage you to wait a few days after April 22 launch until the longer than normal wait times are over.  Thank you for your patience. 
 
Q: What if I forget to download or print my 2023 tax forms?
A: We can definitely help you.  You can call us at 888.401.2599 or email support@texasbank.com.  If you are wanting it for your records and don't have a deadline, we encourage you to wait a few days after April 22 launch until the longer than normal wait times are over.  Thank you for your patience.

UPDATED 4/22
Q: Why don't I see the TexasBank Mobile App when I search "TexasBank" in the App store? 
A: The new TexasBank Mobile App may be further down in your search results, because it is a brand new app. Please ensure the app you download is called TexasBank Mobile App. 

Q: Does the digital banking app that I'm looking for have the word "Mortgage" on it? 
A: No. The app that has the word "Mortgage" on it is a separate app for TexasBank Mortgage applications only. 

Q: Will mobile banking change? 
A: Yes. You will need to uninstall the old mobile app. Then, install the new app. The new TexasBank Mobile App has a circle logo instead of square.  

Q: Will I need to download a new mobile app? 
A: Yes. On Monday, April 22nd, you can download the new mobile app and login to the new system. 

Q: How do I download the newest version of the mobile app? 
A: Starting Monday morning, April 22nd, you can download the newest version of the mobile app by searching for TexasBank Mobile App and looking for the circular logo in Google Play or the Apple App Store.  

Q: When will the new app be in the Apple App and Google Play store?  
A: Starting Monday morning, April 22nd, you can download the newest version of the mobile app by searching for TexasBank Mobile App and looking for the circular logo in Google Play or the Apple App Store. An email will be sent to all customers when TexasBank has verified that digital banking, including the new mobile app, is available.

Q:  Will I need to do anything with my RDC scanner that scans our check deposits? 
A:  Not at this time, you will continue to login to the same portal and process as normal.  In a few weeks, we will work with each individual customer to make some software upgrades.  If questions arise during this upgrade period, you can call 888.401.2599 or email the digital banking team at support@texasbank.com

Q:  Is there a schedule to review or a reminder being sent? 
A:  A message about the service interruption is on the RDC web portal.  We encourage you to check there for updates.  This is small group of customers who use this service so we did not add this to packed schedule.  However, any important messages will be displayed on the portal banner.  We encourage you to check there first. 

Q:  What is Positive Pay?
A:  This is a service we have offered prior to the Better Banking upgrade. It is a service for your business to detect fraudulent checks. An automated system compares the checks to a list of information provided by your business about checks you've written.

Q: Can I use Positive Pay in my mobile banking?
A: Yes, Positive Pay will be available in the mobile app.