2025 System Upgrade

Question 1

What does a banking system do?

Answer

Our banking system is responsible for handling and storing data and transactions including:

Opening and managing accounts
Maintaining account holder information
Processing and servicing loans
Processing cash deposits and withdrawals
Processing transactions
Integrating with online and mobile banking platforms

Question 2

Why are we upgrading our systems?

Answer

Future Opportunity & Innovation – Our new system brings better security, stability, and technology that will take us into the next generation of banking. This isn’t just an upgrade; it’s a foundation for what’s next.

Self-Service & Flexibility – Our online tools will continue to improve, giving you more control over your banking. We’ve partnered with vendors who understand our mission—not just for today, but for the future.

Efficiency & Security– our new systems will make us more efficient and reduce costs. We’ll have greater access to data to reduce fraud, strengthen member relationships, and better serve our community.

Question 3

When will the system upgrade take place?

Answer

Saturday, May 31, 2025 through Monday, June 2, 2025.

Question 4

Will Homebase branches be closed during the upgrade?

Answer

Yes, our branches will be closed May 31 - June 2 (Saturday, Sunday and Monday), while we transition to the new system. Online and mobile banking will also be unavailable during this time. We will reopen with upgraded systems in place on June 3, 2025.

Question 5

Will I be notified once the upgrade is complete?

Answer

Yes, we will notify members through email and on our website once the upgrade is complete.

Question 6

What can I do to make sure that I receive important information?

Answer

To ensure a smooth transition, please make sure your name and contact information are correct in our current Online Banking system. You can quickly check—just log in to Online Banking through a web browser (website, not the app), click “Settings”, then “Profile”. Or you can call us (804) 452-0736 to update your information.

Question 7

What if I have other questions?

Answer

Prior to our system upgrade, we will be sending you additional information via email, mail and digital channels. Continue to check this page for updates as well. If you have any questions, please feel free to contact us at (804) 452-0736 or use our Online Chat at the bottom right corner of our website.

Question 8

Will online banking and mobile banking be accessible during the system upgrade weekend?

Answer

No, online and mobile banking services will be unavailable during the upgrade weekend. The system will be offline starting the evening of Friday, May 30, 2025, and is scheduled to be available again on Tuesday, June 3.

Question 9

Will I need to update my online banking credentials after the upgrade?

Answer

Yes, on Tuesday, June 3, 2025, you will need to re-register for online banking and update your mobile app. Details will be provided closer to the transition period.

Question 10

Will the Homebase Mobile App change?

Answer

Yes, our current mobile app will be replaced. The new Homebase mobile app will be available on Tuesday, June 3, 2025, for both Apple and Android devices. Details will be provided closer to the transition period.

Question 11

Will I need to update my online banking bookmark?

Answer

Yes, you will need to update your bookmark. Go to homebasecu.org, click on the Online Banking/Sign In button at the top right of the screen.

Question 12

Will my mobile banking alerts and notifications still work?

Answer

After the upgrade, you will still be able to receive alerts and notifications, although you may need to reconfigure alert preferences within your settings.

Question 13

Will my checks continue to be processed during the upgrade?

Answer

Checks will continue to be processed as usual. However, processing times may be slightly delayed during the transition period.

Question 14

Can I still use my current Homebase checks after the upgrade?

Answer

Yes, your current checks can be used since your checking account numbers will not change.

Question 15

Will I receive my direct deposit during the transition?

Answer

If the Direct Deposit is received before 4:00 pm Eastern Time on Friday, May 31, 2025, it will post to your account and be available for use during the transition.

Question 16

Will I need to update or change my direct deposit information?

Answer

No, your direct deposit information will transfer automatically.

Question 17

Will mobile check deposits be available during the transition?

Answer

No, mobile check deposit will not be available during the upgrade weekend of May 31 – June 2, 2025. On June 3, 2025, remote check deposit will be available through our updated mobile app.

Question 18

Is there a delay in processing deposits during the upgrade?

Answer

Processing times may be slightly delayed during the upgrade. If possible, we recommend depositing checks before the scheduled upgrade date. You also can use the night deposit at one of Homebase’s branches, and those deposits will be recorded when we reopen on June 3, 2025.

Question 19

Will I still receive my monthly account statements during the system upgrade?

Answer

Yes, your monthly statements will still be delivered as usual. E-Statements will continue to be available through our new online and mobile banking system.

Question 20

Will my account balances reflect real-time data after the upgrade?

Answer

Yes, once the upgrade is complete, your account balances will reflect real-time data just as they do now.

Question 21

Will I still be able to use my debit card during the upgrade?

Answer

Debit card purchases, withdrawals and point-of-sale transactions will be available but with temporarily reduced limits from May 31 – June 2, 2025, during the upgrade weekend.

Question 22

Will ATM services be available during the conversion?

Answer

ATMs will remain operational for withdrawals; however, balance inquiries may not populate with real-time data during the system upgrade. Additionally, withdrawal limits will be temporarily reduced during the upgrade weekend.

Question 23

Will I get a new debit card because of the upgrade?

Answer

No, your debit card will not be changing.

Question 24

Will I need to update my PIN after the upgrade?

Answer

No, your existing PIN will continue to work, and no updates are required unless you wish to change it for security purposes.

Question 25

Will I still receive instant alerts for debit card transactions?

Answer

Yes, you will continue to receive transaction alerts. However, there may be brief delays in notifications during the upgrade period.

Question 26

Are account transactions still monitored for fraud during the transition?

Answer

Our security team will continue to monitor client transactions during the conversion period. If you receive a call or text from the security team regarding a transaction, please respond directly to the security team.