What was the purpose of the upgrade?

The purpose of the upgrade is to provide our members with a new and exciting way to do banking, while keeping up with growing technology.

Can I still use my "favorites" shortcut to get to eBranch?

No. The first time you access the new eBranch after the upgrade, you must do so via the link on www.Chartway.com. Once you have done that, you need to put the new site in your "favorites" listing.

What new features and benefits will be available following the upgrade?

Some new features:

• Mobile Banking - convenient banking from your mobile device
• Enhanced account alerts and notifications
• New Credit Card System

Will my passmark questions and image be the same or do I have to set them up again?

Your current PassMark information will be in the new eBranch.  You will not be required to set them up again at login.

What is my login to eBranch? How do I access my account?

For the initial login to the new eBranch Internet Banking, simply enter your basic account number (no prefix or suffix) and your current Call24 PIN.  Note: If you were to ever change or need to reset your PIN you will be required to set the new one based off of the new eBranch password requirements.  Click here for more details.

Will my Call24 PIN number change?

No, your Call24 PIN will not change, but if you were to change the Call24 PIN, it will no longer link with your eBranch password.  The Call24 PIN will be used solely for Call24. Click here for more details.

What if I want to change my Call24 PIN?

If you want to change your Call24 pin, which is just for telephone banking, you can change it while dialed into the phone system.  Otherwise, you may come into a branch or have our Contact Center mail a new one out to you.

How long does it take to register? What information is required?

Registration is immediate. You need only your account number and PIN. If you have never accessed eBranch, you will be shown the service disclosure and need only agree to the terms outlined prior to proceeding.

Is there any fee for using eBranch?

No, eBranch Internet Banking access and usage are provided to all of our members at no cost.

How do I change my email address for eStatements?
To change your email for eStatements you would need to login to eBranch and go to “Change Email Address” under “Administration”. This only changes the email address for eBranch, you have to actually go into your eStatements for the new address to take place there as well.

Have Online Banking scheduled transfers been affected?

Yes,  recurring scheduled payments in old eBranch were listed with a Frequency of "Twice a Month" and are processed 15 days apart. Recurring scheduled payments in new eBranch are listed with a Frequency of 'Bi-Weekly' and are processed 14 days apart.

Any previously scheduled recurring payments using the "Twice a Month" option will be processed under the new 'Bi-Weekly' rules.

What can I do with eBranch?

eBranch Internet Banking is the safe, simple and secure way to access all of your Chartway accounts 24 hours a day from the comfort of your home or office. Check balances, view account histories, transfer between accounts and even set up recurring and future-dated transfers. In addition, you can view all of your Chartway loans, including credit cards, and make payments online. What else, you can apply for a loan and open new accounts, like checking, special share accounts, custom share, certificates and more.

I set up a transfer, and the money was not transferred as I requested. What can I do?

You will want to verify (for scheduled recurring transfers) that the number of transfers you setup has not been exceeded. (i.e. if you have specified six (6) weekly transfers, eBranch will automatically halt processing with the 6th completed request).  Click here for more details.

I have multiple accounts. How do I access all my accounts online?

Each account is considered a separate listing. You will want to register each account for access to eBranch. You may use the PIN change feature to use the same information for all of the accounts.

Can I use eBranch to transfer funds to another account within Chartway that I am not on?

Unfortunately, eBranch Internet Banking cannot process a request to transfer funds to a Chartway account that you are not a primary or joint owner. To process the transfer, please visit any of our convenient branches or send us a written request to complete the transfer.  Additionally, Chartway's Bill Payer Service has a Pay Anyone feature. Click here for more detail on this service.

Can I order Check Cards, checks, change my address, or place a stop payment online?

Yes, eBranch allows you to handle all the above by going logging into eBranch and go to “Customer Service” located on the left hand navigation.