Frequently Asked Questions

New Online Banking Launching June 23, 2025

We know that you may have questions about the new system. Here you will find the answers to many Frequently Asked Questions (FAQs).
frequently asked questions


Why did you change to a new online banking provider? 
We have upgraded to a new online banking provider to offer enhanced solutions and a comprehensive online experience. 
 
When will the change take place?
We will launch the new online banking platform and app on June 23, 2025.
 
What will I need to do after the upgrade?
You will need to enroll in the new system using the Login link in the upper right corner of the website. You will be asked to setup a new username and password and verify your identity with Two-Factor Authentication (2FA). You will need to know your account number and the contact information on the account in order to complete the 2FA. If you use the mobile app, you will need to delete your current app and install the new app. We will share links to the app stores closer to launch.
 
Security Reminder | Do not share this information with anyone. MAX will never contact you and ask for account number(s), username(s), passwords, secure access codes, your Social Security Number, your debit or credit card number, or your PIN. If you are suspicious of a request for data or information, end the conversation immediately and contact MAX directly. 
 
What are some of the new features I can expect?
In addition to the features and services you are accustomed to, we are excited to offer credit monitoring tools and a customizable dashboard. In the next few months, we are also excited to introduce integrated card controls (no need for a separate app).
 
Will I be able to use my existing MAX Mobile Banking app? 
No, you will be required to download and install a new app. We will share more information and links closer to the launch date. To make the transitions as seamless as is possible, make sure you know your MAX account number
 
What are the browser & device requirements for the new app?
To support the security measures that keep your data safe, we require the use of a modern browser. You can find details for each supported operating system and browser here
 
Will my debit card be affected?
No, the upgrade will not affect your debit card.
 
Will my direct deposit be affected?
No, the upgrade will not affect your direct deposit.
 
Will there be any downtime for this upgrade?

Yes. There will be a period on June 23rd during which you will be unable to access your live account information. You can visit any branch or contact our call center if you have any urgent account questions during this period. To check your account balance by phone, you can call JennyMAX 24-Hour Telephone Banking at 334-270-1111 (local) or 800-366-7777 (toll-free). We'll keep you updated through our website and email and text, for those who are opted-in. 

 
I need help! What is the best way to contact support?
We understand that the switch to a new system can be challenging and we're here to help you. You can submit any questions or concerns below and a representative will follow up within 1-2 business days.
 
 
You can also contact our main support line 800-776-6776 (toll-free) or 334-260-2600 (local) or visit any branch location. Please note that we are experiencing an increased call volume and wait times may be longer than usual. We appreciate your patience.
How do I enroll in the new online banking?
We will include links and important information closer to launch. When you enroll in the new online banking platform, you will need to know your MAX account number as well as your personal identifying information. This information must match what is on file in our system. To prepare for a seamless transition, make sure your address and contact information is up-to-date in the current online banking system. 
 
I am a joint member on an account. Do I need a separate enrollment? 
Yes, each member can enroll and set up their own profile. You will be able to view the accounts that you are either primary or joint on. You can also customize the dashboard and organize your view. 
 
 
How do I login for the first time?
 
Begin by clicking the Enroll now link. Next, on the New User Enrollment screen, complete all required fields, then click Next to continue.
 
The first time you enroll in the new system and login, you will use your account number and personal identifying information. During the enrollment process, you will be prompted to set up a new username and password as well as a two-factor authentication (2FA) preference. If you have been using your account number as your username, you will need to be prepared to choose a new username that is different from your account number.

 

Check out our tutorial on enrollment for desktop or mobile.  As a reminder, MAX will never call and ask you to confirm your access code or other identifying numbers. If you receive a call offering to help you with your online enrollment, hang up and call 334–260–2600.

 
 
 
 
Will I need to download a new app?
Yes, you will be required to download a new online banking app. We will include important information and links closer to launch. 
 
I don't know my account number. Where can I find it?
You can find your account number in several places. If you have checks, you can find the number at the bottom of the check. However, this number, known as the MICR, contains an extra digit at the end that you will not include when enrolling for online banking. Privacy reminder: Do not share this number. MAX will never contact you and ask for this information. 
 
Can I use Face ID or a passcode to access my online banking profile?
Yes, you will be able to turn on Face ID and/or set up a passcode on trusted devices to easily access your online banking profile.
 
What is Two-Factor Authentication (2FA)?
Two-factor authentication or 2FA is a security measure that requires two forms of identification to access your account. It is also commonly called multi-factor authentication (MFA). Though no method is completely foolproof, 2FA is a very reliable and effective way to protect your account from unauthorized access. In the new platform, you will be able to choose voice/text by phone or push notification through an authentication app such as Duo or Authy for 2FA. 

MAX will never call and ask you to confirm your access code or other identifying numbers. If you receive a call offering to help you with your online enrollment, hang up and call 334–260–2600.

What will come over from my previous online banking/app?
  • Member Rewards points
  • Recurring transfers and future-dated transfers 
  • Bill Pay information
  • Pay a Person accounts and transaction history
  • Estatement enrollment status - If you aren't enrolled in Estatements, now is the perfect time to opt-in.
  • 120 days of transaction history - Note: This is temporary. After the conversion is complete, a full transaction history will be available to view in the new system. 
What will not come over from my previous online banking/app?
  • Current usernames and passwords - You will set up a new username and password when you enroll in the new system.
  • Mobile app - You will need to download the new mobile app.
  • External accounts and scheduled transfers
  • Insights (formerly known as Smartfolio)
  • SIDEKICK - Financial tool for Parents and Teens
Will my existing notifications and alerts still work?
You will need to set up your notifications and account alerts in the new system. In addition to account alerts, the new system will feature integrated card controls. This means you will no longer need a secondary app. 
 
Will I be able to use my existing MAX Mobile Banking app? 
No, you will be required to download and install a new app. We will share more information and links closer to the launch date. To make the transitions as seamless as is possible, make sure you know your MAX account number
 
What are the browser & device requirements for the new app?
To support the security measures that keep your data safe, we require the use of a modern browser. You can find details for each supported operating system and browser here
 
I have two profiles. Can I easily switch between profiles?
Yes! With the new app, you can set-up and easily switch between two online banking profiles without exiting the app and signing back in. For example, if you have a personal profile and one for a business account, you can set up your app to switch between the two profiles. 
 

Will I have access to mobile deposit on the new platform?

Yes, you will be able to use mobile deposit. Mobile deposit is available through the MAX app and allows you to deposit checks using your mobile device’s camera. 

 

Can I view and redeem my rewards points?

Yes, you can view your Member Rewards points in your dashboard. We are excited to offer a new option for rewards points redemption. In addition to being able to redeem your points for money in your account, you will also have the option to donate all or a portion of your points to a local charitable organization. 

Can I export my transaction history?
Yes, you can export your transaction history in either a .csv, .txt, .pdf, or .ofx file.
 

 

If I hide an account, how do I make it visible again?

In desktop/browser - Go to the Settings tab in online banking, select 'Accounts,' and adjust which accounts are visible or hidden. Changes take effect in real-time.

 

Will account names still be customized in the new online banking system? 

No, account names will populate according to what is on your account. You have the option to customize account names once the online profile is established. At this time, this customization is available in the app in Settings, but not on the desktop.

 

If I have multiple account numbers, will each account automatically transfer over with to the new experience, or will I have to request to have them linked? 

If you are the primary member and have multiple accounts, it will automatically pull in and link those accounts after you log in for the first time. This process will run hourly from 6am-8pm. The best practice is to enroll under your primary account so that all of your joint or shared accounts will be linked there.

Will eStatement enrollment transfer to the new Online Banking?

Yes, eStatements enrollment will transfer to the new Online Banking immediately after conversion.

 

If I add another account that doesn’t have eStatements, will I have to enroll that account separately?

Yes, please enroll each account to access eStatements. 

 

Why can't I see eStatements for my linked accounts?

No, to ensure the privacy of each owner, we cannot validate that the joint owner is on every share/loan displayed on the account statement. So at this time, you can only view eStatements for the account the profile was created with.

 

Will joint owners have access to eStatements? 

No, to ensure the privacy of each owner, we cannot validate that the joint owner is on every share/loan displayed on the account statement.

What is the difference between setting up an external transfer account vs. linking an external account in the new online banking/app?

You can link external accounts from other institutions by selecting Add account > Link an account under the settings menu in the new online banking system. This is done using Finicity, a Mastercard company that allows data sharing between data holders and third-party providers. When linking external accounts, you can view balances and transactions for accounts from another financial institution. To transfer funds from another institution, an external transfer account must be established. This can be done by selecting Add Account > Set up external transfer account under the settings menu. When setting up an external transfer account, micro deposits must be verified before conducting funds transfers between accounts.

 

When linking an account, what institutions are supported through Finicity?

Financial institutions must complete a certification process to use Finicity. For a complete list of institutions supported through Finicity, click here.

 

 Is Finicity secure?

Yes, financial institutions must complete a certification process to use Finicity. Once certified, OAuth connection is used to authenticate accounts through electronic tokens. This eliminates the need for financial institutions to pass or store usernames or passwords when sending or receiving account information.

Why doesn't my loan payment match my normal payment? 

After the due date has passed, the payment amount in Online Banking will default to the past due amount plus the current amount due.

 

 Will automatic transfers from Q2 populate into Banno?

Transfers set up within MAX will carry over. Only external accounts and those related transfers must be re-established.

How-To Set up External Transfers

 

Is MAX online banking integrated with Plaid?

Yes, you can find us through Plaid where available when setting up transfers.

 

Is Pay a Person still available?

Yes, it will be available in the new online banking experience.

 

Can I schedule an auto transfer to a MAX account I am not joint on? 

Yes, I can use Pay a Person to schedule a transfer to an account you are not joint on. Learn More

 
 
How do I see my Bill Pay history?
If you used Bill Pay previously and enrolled using the Primary account owner's information, the Primary account owner will need to enroll in the new online banking system and then enroll in Bill Pay. The Joint account owner should then be able to access Bill Pay from their own online banking profile.


Safeguard Your Information

Do not share your personal or account information with anyone. MAX will never call, email, or text you to initiate setting up your online banking profile. We will never contact you to ask for account number(s), username(s), passwords, secure access codes, your Social Security Number, your debit or credit card number, or your PIN.

Please be aware that criminals are known to imitate legitimate business phone numbers so that calls appear to originate from the business. If you are suspicious of a request for data or information, end the conversation immediately and contact MAX directly. 

 
 
How does this upgrade enhance security?
We are transitioning to an online banking platform that is designed, hosted, and maintained by our current core banking system partner. This enhances security by reducing external connectivity between different vendor systems. 
 
What steps has MAX taken to ensure my security? 
Our team, along with a third-party support firm, conducts annual reviews of due diligence reports for all critical vendors and services, including the core banking system and the online banking platform. These reviews cover security policies, incident response practices, and independent SOC 2 Type II audit results from reputable auditors. 
 
Additionally, we engage a third-party provider to conduct an annual online banking assessment of our platform to ensure all security controls are in place and functioning effectively. This assessment is carried out by cybersecurity-certified experts qualified in penetration testing. Testing for this new platform will occur before the launch date. 
 

Will the reset password function still only work on registered devices? 

No, I can reset from any device but must request and use the link on the same device.

 

If I set up notification by in-app message, will it send a phone push notification? 

Yes, push notifications will be sent to your phone.

 

Will dual authentication be required every time I log in?

 No, check 'Remember Device' to avoid repeat 2FA prompts.

 

Are alerts in real-time?

Most alerts are triggered within an hour. Balance alerts send once daily. No push alerts from 11 PM–7:30 AM, but email and SMS still function.

How long is the reset password link good for?

Password reset links are valid for one hour.

 

If I have two profiles, can I easily switch between profiles? 

Yes, with the new app, you can set up and easily switch between two online banking profiles without exiting the app and signing back in. For example, if you have a personal profile and one for a business account, you can set up the app to switch between the two profiles by clicking on your name or photo and selecting “Add Profile.”

Not finding the answer to your question here? Please send it to us and we'll follow up soon.