All Questions
About the Upgrade
How can I tell if I’ve been updated to the new online and mobile banking platform?
Will the update affect my access to online banking or mobile banking app?
Are any features changing on the new online and mobile banking platform?
Getting Started
How will I sign into the new online banking?
Will I need to download a new mobile app?
What username and password will I use to sign into the new online banking and mobile banking app?
What are the password requirements?
How many times can I enter my password incorrectly before they are locked?
Will biometric login, such as Touch/Face ID, going to be available on the new mobile banking app?
General Information
What characters are allowed for account nicknames?
What characters are allowed for email?
Will I still receive email alerts when a new statement or notice is available?
Will I still receive email and text account alerts?
How much transaction history will be available on the new platform?
Will my preferred delivery method/s for statements and documents change?
Will my eStatements transition to the new platform?
Will options for scheduled internal transfers change?
Can I manage my debit card within online banking vs mobile banking?
Will my current transaction categories migrate over?
Bill Pay - General
Is Bill Pay available with the new mobile app?
What Bill Pay data is being transferred to the new platform?
What features are not available in Bill Pay?
Bill Pay - Paying a Bill
All Questions & Answers
About the Upgrade
When will it happen?
Customers will be transitioned to the new Eastern Small Business Mobile & Online Banking on October 28, 2024. You will receive several reminders beginning as early as 30 days before your update.
How can I tell if I’ve been updated to the new online and mobile banking platform?
You will begin to receive reminders as early as 30 days ahead of your update date, as well as several reminders the week and day of your scheduled update. Please make sure that your contact information is up to date. Once you have been updated, when you login to Online Banking you will be automatically directed to the new platform.
Once you complete your first-time login through online banking, then you can download the 'Eastern Small Business' mobile banking app on the Apple® App Store or Google™ Play Store to access your accounts from a mobile device.
Will the update affect my access to online banking or mobile banking app?
Yes, you will notice a temporary interruption to your online and mobile banking access beginning on Thursday, October 24th, the weekend before your scheduled update. If you utilize bill pay, it will be unavailable as well. Access should be restored that following Monday morning, October 28th. Please keep an eye on communications sent to you via email and in the mail with more information regarding the timing of your account upgrade.
Are any features changing on the new online and mobile banking platform?
While the new online and mobile banking platform will allow us to evolve current features, there are some important changes you should know about. Please review the list below for important information about what WILL and WILL NOT transfer to the new platform.
What WILL transfer to the new platform:
- User ID (excluding spaces and special characters)
- Accounts and up to 90 days of transaction history
- Bill pay payees, scheduled bill payments, ebills, bill pay reports, and bill pay history
- eStatements, once you re-enroll after the update. NOTE: Statement preferences will only be managed in Online Banking
What WILL NOT transfer to the new platform:
- User password
- Scheduled and recurring transfers and loan payments
- Transaction notes
- Alerts
- Account aggregation tools (such as third-party budgeting and financial management apps) will experience errors or disruptions after the update. These external apps leverage software in the background that will need to be updated to connect to Eastern Bank's new platforms securely. These updates could take several weeks or more.
Getting Started
How will I sign into the new online banking?
To log in to the new platform for the first time you will need new login credentials with three pieces of information: Company ID, User ID and temporary password.
- Company ID - This denotes the Company itself
- User ID - this is connected to the authorized signer/user
- Temporary password
NOTE: You will receive an email prior to the update with your new login credentials.
Will I need to download a new mobile app?
Yes, there is a new mobile banking app. You will need to delete the current Eastern Bank app and download the new ‘Eastern Small Business’ mobile banking app through the app store on your phone.
Old App Icon
New App Icon
Will I need to do anything different the first time I sign into the online or mobile banking platform?
The first time you sign into the online or mobile banking platform, you will be prompted to enter a company ID, User ID. You will be prompted to complete a security authentication, create a new password, and accept new terms and conditions. If you're a mobile banking app user, you will need to complete your first-time login through online banking before you can log in to the new mobile banking app.
If you have bookmarked the URL to log in for Online Banking , you will need to log in through www.easternbank.com to gain access to the new site.
What username and password will I use to sign into the new online banking and mobile banking app?
You will need new login credentials (Company ID, User ID, and temporary password) to access the new mobile and banking platform. Your new login credentials will be provided in a secure email. The User ID must be alphanumeric. If it contained any other characters before the update, we will omit those characters from your User ID.
What are the password requirements?
Password Requirements:
- Must be 8-12 characters long
- Must include at least three of the following:
- Lower case letter
- Upper case letter
- Number
- Special character
- Cannot include spaces
- Cannot include a character that repeats more than 3 times
- Is case sensitive
- May include special characters: ! @ # S % ^ & * ) ( _ + = | / ? ; : . } { - [ ]
How many times can I enter my password incorrectly before they are locked?
You will become locked from your online banking and mobile banking app if the password is entered incorrectly 3 times. You will need to contact the bank to be unlocked.
How can I change my password?
Password changes are only supported within Online Banking. Once logged in, click on 'Administration', select 'Change Password', and follow the prompts.
Will biometric login, such as Touch/Face ID, going to be available on the new mobile banking app?
Yes. Touch ID/Face ID are available on Apple® mobile devices. Fingerprint is available for Android™ mobile devices.
If I was enrolled in biometric login (such as Touch/Face ID) with the old app, will I have to re-enroll on the new app?
Yes, you will have to set up Touch ID/Face ID and fingerprint login again because it is a different app.
If I change my password on online banking, when I log into mobile, will I be asked to update my password?
Yes, you will be prompted to log in with your new password.
I have my bank accounts synced with a budget app. The interface is via Plaid. When I reconnect my Eastern Bank accounts, it now indicates "Account not currently supported. Your account is not currently supported. Please Log In using a different account." What is happening?
Customers who subscribe to third-party budgeting and financial management apps WILL experience errors and / or disruptions in these services as the connections between these third-party solutions and Eastern Bank are updated. NOTE: Some third-party connections may not be supported by Eastern Bank.
Outside / third-party apps leverage software in the background that will need to be updated to connect to Eastern Bank's new mobile / online platform securely. These updates could take several weeks or more and users trying to access Eastern Bank information through these external apps will notice a disruption in service.
General Information
What characters are allowed for account nicknames?
Only alphanumeric characters and spaces are allowed in account nicknames. NOTE: Account nicknames are shared across all users at the company. Any admin user can update an account nickname, and that nickname will appear for all users. If a different admin then changes it, it will again change for all users.
What characters are allowed for email?
There are no character restrictions on email addresses beyond it being a valid email address.
Will I still receive email alerts when a new statement is available?
No, email alerts are not currently available when new statements become available.
Will I still receive email and text account alerts?
Yes, email and text account alerts can be set up once you login to the new platform.
Are alerts real time?
No. The alerts will work the same way they always have and are based off the end of day balances/transactions. Alerts are sent in the early morning after overnight processing has been completed. Alerts for balances above or below a certain amount will be sent only one the day after the criteria has been met.
How much transaction history will be available on the new platform?
The new platform will have up to 90 days of transaction history. Print or download your past deposit statements you've received electronically before the update.
Will my preferred delivery method/s for statements and documents change?
Yes, you will need to re-enroll in eStatements after the update is complete.
Will my eStatements transition to the new platform?
Yes, you will see up to 7 years of statements. However, you must reenroll for eStatements after the update in order to view available deposit account statements.
Will options for scheduled internal transfers change?
When scheduling internal account transfers, you will be able to choose from various transfer frequencies.
As a reminder, scheduled and recurring transfers and loan payments will not transfer to the new platform, and will need to be reestablished within online banking after the update.
If I want to initiate a transfer through the mobile banking app, do I have to do the first transfer on online banking?
No, your first transfer can be done on the mobile banking app. However, remember that you must first login to Online Banking.
Can I manage my debit card within online banking vs mobile banking?
No.
Will my current transaction categories migrate over?
No, new categories will be assigned with the platform update.
Bill Pay - General
Is Bill Pay available with the new mobile app?
Yes, Bill Pay is still available with the new mobile app. The look and feel will be different but the same functionality.
What Bill Pay data is being transferred to the new platform?
The following Bill Pay data is transferring to the new platform:
- Active Bill Pay users
- All payees
- All scheduled payments
- All autopay instructions
- Bill Payment alerts and reminders
- eBills (including loan eBills)
- All Bill Pay reports created and saved
- Individual exception limits
What features are not available in Bill Pay?
- Pending Payments widget / snapshot
- Completed Payments widget / snapshot
- Expedited payments
- Ability to view cleared trust check images
- Automatically adding brand new Eastern Bank loans as payees (Customers will need to add their Eastern Bank loans manually)
Bill Pay - Paying a Bill
How do I make a payment?
After logging in, click on the “Money Movement” tab, select ‘Bill Pay’, and then complete the details for the payment. For more details, check out our tutorial.
Where are completed payments?
After selecting ‘Bill Pay’ from the ‘Money Movement’ Tab, a history listing is shown on the right side of the page.
Where can I add payees?
After selecting ‘Bill Pay’ from the ‘Money Movement’ Tab, click on the ‘Add Payee’ tab. For more details, check out our tutorial.
Where can I view my payees?
Select ‘Money Movement’, then ’Bill Pay’. All payees will be listed.