Upgrading to Serve You Better

OUR SYSTEM UPGRADE IS COMPLETE.

However, some members are experiencing some connection issues and are working to resolve them as quickly as possible.

TROUBLESHOOTING Recommendations:

  • When using the Mobile App, if you have not UPDATED your Pyramid FCU Mobile Banking App (Android and iOS devices), you will not be able to login. You can also delete the current app and re-download the latest version from the Google Play or Apple App Stores.
  • If you are having trouble logging in to Online Banking through a browser and are unable to connect, make sure you are not trying to login from a saved bookmarked link. Use the LOGIN Button at the top right of the webpage here. 
  • If you had more than one online banking USERNAME before the Upgrade, you will only have ONE username going forward. If you are unable to connect, try all usernames first. Contact us if you are still unable to connect.
  • If you have used our Automated Voice Teller JOY before the Upgrade and are trying to login to Online Banking, we may need to reset your login credentials. 

Our Call Volume and Wait Time on Hold is very high right now. You can send us an email to:memberservice. PLEASE DO NOT INCLUDE ANY ACCOUNT SENSITIVE INFORMATION in the email. Include your full name, phone number, and as much detail as possible as far as the problem you are experiencing. 

 

 


BE PREPARED CHECKLIST:

  • Know your account balances before 4pm on Friday, January 29th.
  • Mark the System Upgrade dates on your calendar.
  • Plan ahead to have adequate cash on hand | Cash withdrawals for the ATM are limited to $105 (ATM Card) and $200 (Debit Cards) - all other signature or point of sale transactions are limited to $500/day. 
  • Schedule your bill payments before the conversion dates (New bill pays cannot be scheduled during this period).
  • Let us know in advance if you are traveling or if you have large-dollar purchases planned.
  • Share this information with joint accountholders.
  • Make sure we have your best contact information prior to the upgrade weekend.

Top 5 Things You Should Know About the Upgrade:

  1. Your account information is safe and secure.
  2. Your ATM/Debit and Credit Cards will still work during the Upgrade weekend | Limits will apply for Debit & Credit transactions.
  3. Your previously scheduled payments, including Bill Pay, will process as normal during the downtime.
  4. Online, Mobile, and Voice Banking will be offline from 4PM on Friday, January 29, returning at 9AM on Monday, February 1st. 
  5. Your Online & Mobile Banking username and password will not change. Joint accountholders will need to RE-ENROLL in Online Banking after the upgrade

FREQUENTLY ASKED QUESTIONS

How does this system upgrade benefit me?

The core data processing system is the software and supporting hardware that Pyramid Federal Credit Union uses to maintain members’ deposit and loan accounts, process transactions, and support services such as debit and credit cards, and online banking.

We are upgrading with your best interest in mind, to stay ahead of the technology curve and continue to bring you innovative products and services. As a result of the core conversion, we will be able to provide members 

  • A convenient streamlined banking experience
  • Existing and emerging technology
  • Customizable online banking
  • Real-time processing 
What do I need to do?

We've been working hard to ensure a smooth transition. Please watch for future communications and make sure we have the most up-to-date contact information for you. Call us at (520) 795-7950 if you need to verify your information on file.

Know you account balances before we go offline at 4PM on Friday, January 29th.

Is my personal and financial information safe and secure?

Yes. The safekeeping of member account and personal information is the credit union’s top priority. Personal data and account information will be safe and secure throughout the entire conversion process.

Will my account number(s) change?

Your account number(s) will remain the same. Suffix accounts such as SAV000, CHK000, etc., will become a 4-digit number.

Will I be able to use the ATM during the upgrade weekend?

Yes. You will be able to access the ATMs during the upgrade, but you will not be able to view your current balances. Withdrawal amounts may be limited. If you have a large-dollar planned purchase, please contact us before the upgrade weekend.

Will branch hours be affected?

All branches will close on Friday, January 29 at 5PM, and re-open during normal business hours on Monday, February 1 at 9AM. 

Will I lose my account history?

After the upgrade is completed, you will have access to two (2) years of account history. If enrolled, you will also have access to your eStatements. 

Will I be able to access Online or Mobile Banking?

No. Online and Mobile Banking services will be unavailable from approximately 4PM on Friday, January 29th until Monday, February 1 at 9AM.

If you have scheduled Bill Payments, they will be processed as normal. You will not be able to access Bill Pay to add, delete, or modify scheduled payments or payees during the upgrade weekend.

Will my direct deposit still come in?

Yes, rest assured that any automatic deposits, or automatic withdrawals, you currently have set up will process as usual.

Can I still make deposits over the weekend?

You can use the Pyramid Night Drop Boxes at branch locations to make a deposit. You can also make cash and check deposits at Pyramid ATMs. However, deposits made at the ATM may not post to your account until Monday, February 1st. 

Remote Check Deposit through the Pyramid Mobile App will NOT be available over the upgrade weekend.

Will I be able to access Joy Phone Banking?

No. Phone / Voice Banking will be unavailable during the conversion weekend. Be sure you make note of your account balances before 4PM on Friday, January 29th.

Will my Online Banking account alerts continue?

Unfortunately, No. You will need to re-establish your Online Banking alerts after the upgrade weekend. You will have a number of new alert options with the upgraded system.

Will my Debit and/or Credit Card work during the upgrade?

Yes. Your Debit and Credit Cards will work over the weekend. Your card numbers and any associated PINs will remain the same.

Debit and Credit Card transaction amounts will be limited to $500 during the upgrade weekend.

Can I access my account through Shared Branching?

You will not be able to access your Pyramid account(s) at all during the upgrade weekend, including through Shared Branching locations.

What if I have questions?

If you have questions, call us prior to the upgrade weekend if possible. We will have Contact Center team members available on Saturday, January 30th to answer your calls from 9AM to 1PM. 

You can also email us at:memberservice@pyramidfcu.orgPlease DO NOT include any personal or account information, including account number, SSN, etc. in an unsecured email.