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FAQs

FREQUENTLY ASKED QUESTIONS

Find answers to the most frequently asked questions about SAFE's System Upgrade in the sections below. Return here often to find the latest information. If you need more assistance with how the upgrade is affecting you and your accounts, schedule an appointment to speak with one of our helpful service representatives at safecu.org/schedule.

Welcome to new technology and better service!

 

What is the system upgrade all about?

SAFE Credit Union is making significant investments in new technology to better serve you. The upgrade will transform the way SAFE does business and will ensure you remain front and center in all we do. It is one of the most significant technology investments SAFE has undergone in the more than 80 years we’ve served the Greater Sacramento region. It will position SAFE to be a more nimble and competitive credit union for years to come.

Do I have to do anything to get ready for the upgrade?

Good news! No immediate action on your part is needed before the upgrade. After the upgrade, there are a few steps you may need to complete at your convenience. You will find more details in the FAQs.

There are a few things to keep in mind as we head to the final phases of the upgrade to take place April 8-12, when some services will be unavailable. You can find more details about the system upgrade weekend at systemupgrade.safecu.org/upgradeweekend

  • Download your 2021 tax forms before Friday, April 8, if you plan to do your tax return over that weekend.
  • Complete your Online Banking before 3 p.m. Friday, April 8.
  • Complete your in-person banking at SAFE branches and with our Contact Center by 5 p.m. on Friday, April 8.
  • Complete your Shared Branching services by 3 p.m. Friday, April 8.
  • If you haven’t already, sign up for Online Banking to take full advantage of improved services after the upgrade.

 

When is the upgrade?

We’ve been hard at work on the upgrade for a year, but it will take a little time to put the finishing touches on the new system that will take place April 8-12, 2022.

During that weekend, some services will be unavailable. You can find more details in the System Upgrade Weekend section.

Who can I contact if I have questions or need assistance with the system upgrade?

We recommend making an appointment to talk with a service representative if you have additional questions not answered in these FAQs or need assistance. Make an appointment at https://www.safecu.org/schedule. We’ll set aside time just for you to assist you.

Account numbers changing FAQs

Change in account numbers overview

You will receive new, unique account numbers for your accounts at SAFE. The unique numbers for each account will provide additional security and improve efficiency and accuracy in transactions. The new account numbers go into effect April 12, 2022.

Why are you changing account numbers?

The new account numbers will be unique to each account. This change aligns with general banking practices. and provides greater  security, efficiency, and accuracy in transactions.

What account numbers are changing?

Account numbers are changing for all accounts at SAFE, including savings, checking, certificates, and loan accounts.

However, the 16-digit numbers on debit and credit cards are not changing as part of this system upgrade. ATM card numbers will also not change.

 

 

Where can I find my new account numbers?

  •  On the back of the introduction letter in the packet to be mailed to members February 22-March 18.
  • On your periodic statements after April 12.
  • In Online Banking and the Mobile App starting April 12. To locate full account numbers, click on the name of the account you would like to get the account number for and select “Account Details.
  • Stop by a branch or call our Contact Center and we will be happy to provide your new account numbers to you. You can also use the secure messaging service in Online Banking. Log in to your account, click "Chat Now" and a helpful service representative will be happy to assist you. 

Do I have to change my account numbers on April 12 or will transactions still go through?

To make this transition as seamless for you, SAFE will continue to honor transactions using former account numbers through June 30, 2023. That includes transactions using checks. However, we encourage you to update your account information for direct deposits and payments out of your accounts at your earliest convenience after April 12. 

When should I update my account numbers and order new checks?

We encourage you to update your account numbers after April 12 at your earliest convenience. Remember to update your account information for:

  • Direct deposits
  • Direct debits from your accounts (bills, streaming services, automated payments)
  • Person-to-person payment systems (Venmo, PayPal, Google Pay, etc.)

If you opened a checking account with SAFE during the past few years, you may not need to order new checks as your MICR number (the number on the bottom of the checks) will not change. For older checking accounts, you are encouraged to order new checks after April 12, 2022, with your new account number.

Will I have to buy a new box of checks after the upgrade?

SAFE will continue to honor transactions made using your current account numbers for a good while after the upgrade, including those made with checks. If you want new checks with your new account number after the upgrade, then you will need to purchase a new box. If you recently purchased checks from SAFE, please contact us for possible options.

What happens if I update my account numbers before April 12, 2022?

If you update your account numbers before April 12, your transactions will not go through. Do not update your account numbers before the upgrade.

Why isn't my credit card account number included in the list of account numbers changing on the letter you sent me? 

The 16-digit number on your debit and credit cards will not change due to the system upgrade. Any automated payments you make using your debit and credit cards' 16-digit number will not need to be updated after the upgrade.

Each credit card has a separate account number as well. You will find your new credit card account number on your first bill after April 12, 2022, for your reference. 

What account number should I use for my 2021 tax return?

You may use your current account number(s) for your 2021 tax return if filing early. If you file after the upgrade, you are encouraged to use your new account number(s). We will honor any direct deposits made to your account using your existing account numbers through June 30, 2023. 

What happens if I don’t update my account numbers after the upgrade?

SAFE will continue to honor transactions made using your former account numbers through June 30, 2023. We’ll send reminders to update your account information after the upgrade.

Is SAFE’s routing number changing?

SAFE’s routing number will remain the same: 321173742.

Where can I get the direct deposit form to update my direct deposit information?

You can find more information about updating your direct deposit information with your employer or the Social Security Administration and download a form at this link.

What is a member number?

Your unique member number may be used to identify you when you contact SAFE. Member numbers are different than account numbers. For members who currently have more than one member number, you will only have one member number after the system upgrade. This will align all your accounts in a 360-view of your banking relationship. You can find your member number on your member statement, and by reaching out to us via online chat or our Contact Center at (800) SEE-SAFE.

Is my member number changing?

For the most part, member numbers are not changing. After the upgrade, you will only have one member number – the one associated with your longest active account at SAFE.

Where can I find my member number?

  • On the back of the introduction letter in the packet to be mailed to members February 22-March 10.
  • Members enrolled in eStatements will have access to the introduction letter listing the new account numbers through Online Banking after the upgrade.
  • On your periodic statements after April 12.
  • Stop by a branch, call our Contact Center, or chat with us at safecu.org and we will be happy to provide your member number to you.

Do I need to have my member number available when I contact SAFE with questions about my account?

No, you will not need your member number when you contact SAFE about your accounts. You may provide any of your account numbers to us and we will be able to easily access all your accounts at once.

Can I open accounts before the upgrade?

Yes, you can continue to open new accounts, credit cards, and loans before the upgrade. Keep in mind that account numbers applied to accounts opened before April 12 will receive new account numbers after the upgrade. We will send you those new account numbers after April 12, and you will be able to find them in the same locations listed in Where can I find my new account numbers? above.

Will the process for opening accounts change after the upgrade?

The process for opening accounts will remain the same after the upgrade. For consumer members, that includes through Online Banking, our Contact Center, and by making an appointment at a branch. Business members should make an appointment at a branch to open new accounts. 

Changes to account access FAQs

The system upgrade will allow you to view and access all the accounts you are associated with in one place through Online Banking, the Mobile App, and CALL-24. Service representatives at SAFE branches and Contact Center will also be able to quickly view all your accounts in one place to better serve you. This means you will no longer need to use a separate user name and password to access your personal checking, kids’ accounts, or other accounts you are on.

Important! If you share your user name and password for Online Banking and the Mobile App and your CALL-24 PIN with other people, they will have the same access to the accounts as you do. See “What if I share my login with others?” below for more details.

Do I need to change my user name and password for Online Banking or the Mobile App?

You will not need to change your user name or password to access Online Banking or the Mobile App after the upgrade. We do not foresee any problems, but if you do run into issues after the upgrade, please contact us.

Do I need to change my CALL-24 phone banking service PIN?

Generally, your PIN for or CALL-24 phone banking service will remain the same. Upon calling, you will input your member number and your CALL-24 PIN for your automated phone banking needs. 

What if I have more than one user name and password for different SAFE accounts?

After the upgrade, you will only have one log-in to view all the accounts you are associated with at SAFE. That login will generally be the one associated with the longest-standing active account you have with SAFE.

What accounts will I be able to view and access?

After the upgrade, primary account owners will be able to view, access and transact on all accounts they are an owner of associated with their tax identification number, usually a Social Security number, through:

  • Online Banking
  • Mobile App
  • CALL-24
  • Branches
  • Contact Center
  • Live Chat

Please note that you may see and have direct access to more accounts than you did before the upgrade through Online Banking and the Mobile App.

What if I share my login with others?

If you have shared your log-in user name and password or your CALL-24 PIN with others, they will also be able to view and access those same accounts.

 

Can I control what other users can see and do on my accounts?

Primary account owners can control other users’ access to view and transact on accounts in Online Banking and the Mobile App. This function does not extend to CALL-24. To do so:

  • Log in to your Online Banking account and use the “Share Access with Others” to specify access to certain accounts on or after April 12.

 

Can I hide accounts from view?

Yes, you can choose which accounts you see in Online Banking. To do so, click the Settings gear at the top of your My Accounts page. Simply uncheck the accounts you do not want to see.

Will statements change?

Your statements will have a new look and feel. Your statements will continue to be sent either through the mail or through electronic form (eStatements), according to your preference. If you are already enrolled in eStatements, your statement history will continue to be available through Online Banking.

Why will I get more than one statement in April 2022?

Due to the system upgrade, you will receive two statements and you may receive two dividend postings in April.

  • The first dividend posting and statement will be based on the period from April 1-8 and will be in the current statement format.

The second dividend posting will be based on the period from April 9-30. Based on your statement cycle, you will receive either a monthly statement reflecting activity from April 9-30 or a quarterly statement reflecting activity from April 9-June 30. These statements will be in the new statement format.

 

Special information for Business members

Business members may fall into one of several scenarios. This upgrade will affect you depending on how your business account is set up and whether you also have personal (consumer) accounts with SAFE. Please read the following carefully to see how the upgrade may affect your specific situation. 

Business accounts tied to one EIN

If you have only one business account tied to one EIN, you may continue to access that account using your current user name and password. If you have multiple profiles under the same EIN, you will only have one profile after the system upgrade. That profile -- address, phone number, and email address -- will be from your  longest standing active business account and membership with SAFE. Schedule an appointment with us, call, or visit a branch if you have any concerns about your profile and accounts once you have reviewed them after April 12. 

Business members with more than one account and multiple EINs

If each of your business accounts has its own EIN, those individual accounts will carry over as they are. You may continue to use your current user names and passwords for each account. 

Business members with a business account tied to an EIN and a consumer account tied to a Social Security number

Business members may have business accounts tied to EINs and separate consumer accounts tied to Social Security numbers. Members may continue to have a separate business and personal banking relationship with SAFE after the upgrade. Your current business profiles and consumer banking profiles will carry over as they are after the upgrade. If you also have a consumer account with SAFE, please see the consumer version of this guide for details regarding how the upgrade will affect those accounts. 

Business members whose business and consumer accounts are both tied to one Social Security number

If your business accounts are tied to your Social Security number AND you have personal (consumer) accounts with SAFE linked to that same Social Security number, this upgrade will affect you in several ways. 

  • You will only have one profile for all your accounts after the upgrade. That profile -- including your address, phone number, and email address -- will be from your oldest active account and membership with SAFE. Schedule an appointment with us, call, or visit a branch if you have any concerns about your profile and accounts once you have reviewed them after April 12. 
  • You will be able to view and access all primary and joint accounts linked to your Social Security number -- business and personal -- through Online Banking, the Mobile App, CALL-24, at branches, and the Contact Center. The accounts you can view and access include all those tied to your SSN, which may include accounts you are joint on (such as children's accounts, parents' accounts, and business accounts. 

Entitlements

If you have already established entitlements (account access) on your Business accounts, those should remain in place after the system upgrade. However, you are encouraged to log in after the upgrade to review each established entitlement for accuracy or to set any new entitlements on accounts that may be added to your profile in Online Banking and the Mobile App. 

Digital Banking FAQs

For the most part, the look, feel, and functionality of SAFE’s Online Banking and Mobile App will not change. You will notice some enhancements and improvements. While you should not encounter any issues when you log in to your account(s) for the first time after the upgrade, please contact us if you do experience any issues.

Having trouble logging in?

SAFE Online Banking and the Mobile App are operating normally. If you are experiencing problems logging in to Online Banking or the Mobile App, here are some tips to try. 

Try all your logins. The new system defaulted to one login to access your accounts. That login is the one that is associated with your longest active account. If you don't remember which one that is, you can use the "forgot user name" process to recover your username associated with your email address on file with SAFE. You can also use the "forgot user password" to set new passwords on the accounts.

Are you a joint member? If you access Online Banking as a joint member, then you will need to register for your own Online Banking and Mobile App access. You can do that by choosing "Not Enrolled? Get Started" link under the log-in box on safecu.org. To register, you will need your member number. You can find your member number in the letter sent to you recently or call our Contact Center or visit a branch.    

 

Do I need to change my user name and password for Online Banking or the Mobile App after the upgrade?

You will not need to change your user name or password to access Online Banking or the Mobile App after the upgrade. We do not foresee any problems, but if you do run into issues after the upgrade, please contact us.

Will the alerts I set on my accounts need to be re-established?

Any alerts you have already placed on your account activity will transfer over. Now is a good time to review the alerts you have set up and establish any new ones.

Can I still deposit a check through Online Banking and the Mobile App?

Yes, electronic check deposits through the remote capture system will remain available after the upgrade.

 

Can I change the names of the accounts I see in Online Banking and the Mobile App to keep track of which one is which?

You can give accounts nicknames that will be viewable in Online Banking and the Mobile App. Keep in mind that these names will only display there, and will not be reflected on your statements, through CALL-24, or when you ask about them with SAFE representatives. To assign an account a nickname, log in to Online Banking, click the Settings gear at the top of your My Accounts page, click on the account you want to rename, and then type in the new name. 

Why can I no longer see pending transactions on my credit card account in Online Banking?

Due to the system upgrade, SAFE no longer provides a view of pending transactions on credit card accounts in Online Banking or the Mobile App. Those charges will appear after they are applied to your account. 

Will Popmoney still be available? Do I have to update my account information?

SAFE will continue to use Popmoney as our peer-to-peer payment system.

For our consumer members (personal accounts), your Popmoney and/or external transfer profile will not change, but you will need to re-establish recurring transfers with your new account number after April 12.

For business members with accounts tied to an employer identification number, you will need to re-register for the PopMoney/External transfer service and establish a new external transfer using your new account information after April 12.  

Will my past eStatements still be available?

If you have signed up for eStatements, past statements will continue to be available for viewing through Online Banking and the Mobile App. If you haven’t signed up yet, consider doing so now before the upgrade!

Will I continue to get eStatements if I signed up for them?

If you have signed up for eStatements, you will continue to receive those. You will not have to sign up again after the upgrade.

Will there be changes to Bill Pay?

If you use Bill Pay, your profile will be automatically updated with your new account number. You will also be able to view historical information and payee history. Please keep in mind that after the system upgrade, you will only be able to have one SAFE Bill Pay account. However, after the upgrade, you will be able to designate payments from different accounts (checking, savings, etc.) under that one profile. To do so, log in to Online Banking, go to Bill Pay, and use the drop-down menu to choose which accounts you would like to use for payees. 

 

Will there be changes to automated loan payments?

If you use SAFE’s Loan Payment service for automated loan payments, all pre-established external and internal loan payments will carry over. You will not need to re-establish those.

Will how I pay my mortgage change?

After the upgrade, you will be able to see your mortgage balance on the home page of Online Banking and the Mobile App. You will continue to use the same process to pay and service your mortgage.

Do I have to make any changes to transfer money to other SAFE members?

You will need to re-establish transfers to other SAFE members using their new account information after April 12.

Credit, Debit, and ATM cards FAQs

You may continue to use your current cards after the system upgrade. Your new account numbers will be automatically linked to the accounts connected to your ATM and debit cards. Your PIN will not change unless you choose to do so.

Will I need to reset my purchase alerts?

Purchase alerts you have placed on your debit and credit cards will remain unchanged. Now is a good time to review the alerts you have placed on your accounts and add any new ones.

Will I need to reconnect my checking account to my debit or ATM card?

Your new account numbers will be automatically linked to your existing debit and ATM cards.

Is the ATM network changing?

SAFE will continue to host its current local ATM network and provide surcharge-free services through the Co-op ATM network. You will be able to continue to make deposits, withdraw cash, and transfer funds among your accounts through SAFE’s ATMs.

Will billing cycles and due dates change?

SAFE will maintain our current billing cycles and due dates.

Will the terms and conditions of my credit card account change?

There will be no changes to the terms and conditions to your credit card accounts due to the system upgrade.

Will the process to add my SAFE debit and credit card to my digital wallet change?

We are not making any changes to the process to add your SAFE cards to digital wallets at this time.

Why isn't my credit card account number included in the list of account numbers changing on the letter you sent me? 

The 16-digit number on your debit and credit cards will not change due to the system upgrade. Any automated payments you make using your debit and credit cards' 16-digit number will not need to be updated after the upgrade.

Each credit card has a separate account number as well. You will find your new credit card account number on your first bill after April 12, 2022, for your reference. 

Why don’t I have a return envelope in my loan bill or credit card bill?

After April 12, we will mail loan bills and credit card statements each month. Since many of our members use Online Banking or the SAFE Mobile App to make their payments, we have removed return envelopes from those bills. We will continue to provide an address and coupon for you to use to mail in your payment. You can save time and a stamp by making your loan and credit card payments through Online Banking or the Mobile App.

To register for Online Banking:

  • Go to safecu.org
  • Click “Log in”
  • Click “Not Enrolled? Get Started!”
  • Complete the registration form. After April 12, you will need your Social Security number and member number to complete the registration.
Loans FAQs

The upgrade will make viewing and paying your loans much easier. You will be able to see all your loans in Online Banking and the Mobile App, including your mortgage balance.

Will how I pay my loan change?

For consumer members, loan payments will continue to be accepted via Online Banking and the Mobile App, through CALL-24, at SAFE branches, and by mail.

For Business members, this upgrade will make it easer to make payments on your commercial, business, and SBA loans in Online Banking and the Mobile App. You will be able to view the loans along with all your other business accounts and pay them using SAFE's online payment tools.  

 

What are loan bills and why do I need to know about them?

For some of our loan products such as vehicle loans, we will send you a regular monthly bill. Members enrolled in eStatements will receive a digital version of the loan bill. Members not enrolled in eStatements will receive paper loan bills with a coupon you can use to mail in your payment. You can use the loan bill to identify your new loan number to make electronic payments.

Can I still use payment coupon books?

We will continue to honor payments made using current coupon books through a transition period. However, we will no longer send out new ones. You will receive loan bills with your updated account information that we encourage you to use instead to mail in your payment.

Why don’t I have a return envelope in my Loan Bill or credit card bill?

After April 12, we will mail loan bills and credit card statements each month. Since many of our members use Online Banking or the SAFE Mobile App to make their payments, we have removed return envelopes from those bills. We will continue to provide an address and coupon for you to use to mail in your payment. You can save time and a stamp by making your loan and credit card payments through Online Banking or the Mobile App.

To register for Online Banking:

  • Go to safecu.org
  • Click “Log in”
  • Click “Not Enrolled? Get Started!”
  • Complete the registration form. After April 12, you will need your Social Security number and member number to complete the registration.

Did the process change to pay off a closed-end loan?

The system upgrade will make it easier for you to pay off your closed-end loans, such as vehicle and personal loans. You will be able to make your final payment through Online Banking and the Mobile App.

Will my loan account information look different in Online Banking and the Mobile App?

For consumer members, your loan account will mostly look the same as it does today. You may notice your monthly payment amount due will not be shown until you are due for the next loan payment.

 

Will billing cycles and due dates change?

SAFE will maintain its current billing cycles and due dates.

Will the interest rates and conditions of my loans change?

Interest rates and loan conditions and payoff dates will not change due to the system upgrade.

Special note to Business members about loan account histories

As we move some business and commercial loans from our loan service provider into SAFE’s Online Banking environment, you will no longer be able to access the account history on certain loans. We encourage you to download and save the historical information on your business and commercial loans before the upgrade. For more information about this change, please contact business.banking@safecu.org.