Mobile & Online Banking Upgrade FAQs

A woman sits at her desk and upgrades her online banking mobile app on her phone

All Questions

About the Upgrade

Q1: When will it happen?

Q2: How can I tell if I’ve been upgraded to the new online and mobile banking platform?

Q3: Will the upgrade affect my access to online banking or mobile banking app?

Q4: Are any features changing on the new online and mobile banking platform?

Getting Started

Q1: How will I sign into the new online banking?

Q2: Will I need to download a new mobile app?

Q3: Will I need to do anything different the first time I sign into the online or mobile banking platform?

Q4: What username and password will I use to sign into the new online banking and mobile banking app?

Q5: What are the password requirements?

Q6: How many times can I enter my password incorrectly before they are locked?

Q7: How can I change my password?

Q8: Is Touch/Face ID login going to be available on the new mobile banking app?

Q9: If I was enrolled in Touch/Face ID with the old app, will I have to re-enroll on the new app?

Q10: If I change my password on online banking, when I log into mobile, will I be asked to update my password?

Q11: 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?

General Information

Q1: What special characters are allowed for account nicknames?

Q2: What special characters are allowed for email?

Q3: Will I still receive email alerts when a new statement or notice is available?

Q4: Will I still receive email and text account alerts?

Q5: Are alerts real time?

Q6: How much transaction history will be available online?

Q7: Will it be even easier to make a mobile deposit?

Q8: Will person-to-person payments be available on the new platform?

Q9: Will my preferred delivery method/s for statements and documents change?

Q10: Will my eStatements transition to the new platform?

Q11: Why is my transaction showing as pending and in my Transaction History?

Q12: Will options for scheduled internal transfers change?

Q13: If I want to initiate a transfer through the mobile banking app, do I have to do the first transfer on online banking?

Q14: Can I update my address through online or mobile banking?

Q15: Is the device type in the Self Service tab referring to my iOS version?

Q16: Why do I get an error when using the same mobile device as my husband? "Setup incomplete. Something went wrong during registration. Please try again."

Q17: I have trusted my browser that I share with my husband. He has trusted it too but it always prompts me to trust the browser. Am I doing something wrong?

Debit Cards

Q1: Where do I go to manage my debit card within online banking vs mobile banking?

Q2: Can I reactivate my debit card through online banking?

Q3: Can I change my debit card limits through online banking?

External Transfers

Q1: Will External Transfers still be available on the new online and mobile banking?

Q2: How do I set up an external connected account?

Q3: Can I request an external transfer to or from a loan?

Q4: Is there a cost for an external transfer between deposit accounts?

Q5: What is the turnaround time for an external transfer?

Q6: If I set up a reoccurring external transfer, how can I edit the transaction?

Transaction Categories

Q1: Will my current transaction categories migrate over?

Q2: Why am I seeing icons on my transactions?

Q3: Can I edit the categories to something I recognize?

Bill Pay - General

Q1: Is bill pay available with the new mobile app?

Q2: What bill pay data is being transferred to the new platform?

Q3: What Billpay data will not be transferred?

Q4: What new features are available in bill pay?

Q5: What features are not available in bill pay?

Bill Pay - Paying a Bill

Q1: How do I make a payment?

Q2: Where are pending payments?

Q3: Where are completed payments?

Q4: Where can I view my payees?

Q5: Where can I manage my payees?

Q6: Where can I see if a check payment has cleared?

All Questions & Answers

About the Upgrade

Q1: When will it happen?

Customers will begin to transition to our new online / mobile banking platform in waves starting in March 2024. You will receive several reminders beginning as early as 30 days before your specific upgrade date.

Q2: How can I tell if I’ve been upgraded to the new online and mobile banking platform?

Once you have been scheduled to upgrade, you will begin to receive reminders as early as 30 days ahead of your upgrade date, as well as several reminders the week and day of your scheduled upgrade. Please make sure that your contact information is up to date.

Once you have been upgraded, when you login to Online Banking you will be automatically directed to the new platform. If you have bookmarked the URL for Online Banking, you will need to log in through www.easternbank.com to gain access to the new site. If you’re a mobile banking app user, you’ll want to make sure to download the new app and login through there.

Q3: Will the upgrade affect my access to online banking or mobile banking app?

Yes, you will notice a temporary, overnight interruption to your online and mobile banking access beginning on the evening of your scheduled upgrade, which should be restored the following morning. If you utilize billpay, you will be unable to access billpay the day before you upgrade. Please keep an eye on communications sent to you via direct mail and email with more information regarding the timing of your account upgrade.

Q4: 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 and develop new dynamic ones, there are some important changes you should know about:

  • Any custom notes you have added to transactions will not carry over
  • Inactive bill payees and bill pay reports will not carry over
  • Usernames cannot be updated
  • Any external accounts, including external reoccurring transfers, that you established will need to be set-up again in Online Banking
  • Statement preferences will only be managed in Online Banking
  • Thirteen months of transaction history will be loaded onto the new online and mobile banking platform. Customers will build transactional history from there. However, customers will have 7 years of statements available.
  • Account aggregation tools (such as third-party budgeting and financial management apps) may experience errors or disruptions after the update. These external apps leverage software in the background that may need to be updated to connect to Eastern Bank's new platforms securely. These updates could take several weeks or more.

Getting Started

Q1: How will I sign into the new online banking?

The process to sign in through our website will not change. Upgraded users can go to www.easternbank.com and sign in using the same login box you have always used. Once you enter your username into the login box, the website will take you to the new online banking platform. If you have bookmarked the URL for Online Banking, you will need to log in through www.easternbank.com to gain access to the new site.

Q2: 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 mobile app through the app store on your phone.

Old App Icon

New App Icon 

 

 

Q3: 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 complete the one-time passcode. You will also need to accept the disclosures for the Online & Mobile Agreement and the Electronic Communications Consent. This can be done through the website or on the mobile app. If you have bookmarked the URL for Online Banking, you will need to log in through www.easternbank.com to gain access to the new site.

Q4: What username and password will I use to sign into the new online banking and mobile banking app?

Your online banking credentials will remain the same, unless the Username contained a special character not listed in the criteria below. If the Username contained any other character before the upgrade, we will omit those characters from your username. If you need your username sent to you, click on Forgot Credentials to have your Username emailed to you.

Username criteria

  • Username is unique
  • 6-30 characters
  • Does not include spaces
  • Must contain at least one letter
  • May contain the following special characters: . @ * ' $ - ! _ ,
  • Username is not case sensitive

Q5: What are the password requirements?

At least 8-30 characters

  • Does not include spaces
  • Include 3 of the following:
    • One uppercase letter
    • One lowercase letter
    • One number
    • One special character !@#$%^&*()

Q6: 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 5 times. You will need to contact the bank to be unlocked.

Q7: How can I change my password?

For Online Banking Users: Once logged in, click on the self-service, select my profile and then login/security.

For Mobile Banking App Users: Once logged in, click on the “More” tab and then click on “Change Password.”

Q8: Is Touch/Face ID login going to be available on the new mobile banking app?

Yes. There is also a passcode function that allows you to sign in with a predetermined passcode.

Q9: If I was enrolled in 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 again because it is a different app. You can do this by clicking on the “More” tab at the bottom of the screen, click on “Settings” and then turning on the Touch ID/Face ID indicator. You can also complete this when downloading the app for the first time.

Q10: If I change my password on online banking, when I log into mobile, will I be asked to update my password?

If you have biometrics set up, you will not be asked.

Q11: 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 may experience errors and / or disruptions in these services as the connections between these third party solutions and Eastern Bank are updated.

Outside / third-party apps leverage software in the background that may 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 may notice a disruption in service.

General Information

Q1: What special characters are allowed for account nicknames?

@ # & . { } ~ - , _ : ’ !

Maximum of 32 characters

Q2: What special characters are allowed for email?

@ # & . { } ~ - , _ : ’ !

This will affect enrollment into billpay and person-to-person payments.

Q3: Will I still receive email alerts when a new statement or notice is available?

Yes and there are new alert options for you.

Q4: Will I still receive email and text account alerts?

Yes, email and text account alerts already setup will carryover to the new platform. Push notifications will need to be set-up again once you login to the new Mobile App.

Q5: 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.

Q6: How much transaction history will be available online?

The new platform supports up to 13 months of transaction history and up to 7 years of Account Statements. For brand new online and mobile banking customers, transaction history is not available until one business day after enrolling in online or mobile banking.

Q7: Will it be even easier to make a mobile deposit?

Our new mobile app will provide a seamless, enhanced experience for faster, easier deposits on the go. Among our new mobile deposit features: The ability to see the mobile deposit in your transaction history quickly and an updated image capture process that automatically takes photos of the front/back of the check when it comes into focus.

Q8: Will person-to-person payments be available on the new platform?

Yes, person-to-person payments will still be available on the new platform.

Q9: Will my preferred delivery method/s for statements and documents change?

No, your preferences will not change. If you would like to change preferences moving forward, you can do this in online banking.

Q10: Will my eStatements transition to the new platform?

Yes, you will see 7 years of statements.

Q11: Why is my transaction showing as pending and in my Transaction History?

Transactions, including debit card pre-authorizations, may appear as a "pending" in your Transaction History. Your available balance reflects real-time processed transactions.

Q12: Will options for scheduled internal transfers change?

You will be able to schedule transfers. Keep in the mind, the option for semi-annual transfers is no longer an option. If you currently have a semi-annual transfer, once you upgrade to the new system, you will see two annual transfers that are 6 months apart to create the semi-annual transfer.

Q13: 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.

Q14: Can I update my address through online or mobile banking?

No. If you need to update your address please contact us at 1-800-EASTERN (327-8376). Keep in mind, you can still update your phone numbers or e-mail address within online or mobile banking.

Q15: Does the device type in the Self Service tab refer to my iOS version?

No, there is no connection to your device.

Q16: Why do I get an error when using the same mobile device as my husband? "Setup incomplete. Something went wrong during registration. Please try again."

The app will still recognize the first person that signed on. the customers would have to reset the app for the second person to sign-on.

Q17: I have trusted my browser that I share with my husband. He has trusted it too but it always prompts me to trust the browser. Am I doing something wrong?

If one user trusts the browser then a second user logs in via the same browser and trusts the browser, it overwrites the trusting of the browser by the previous user.

We are looking at ways to improve this for the future, however, this will be the behavior for the time being.

Debit Cards

Q1: Where do I go to manage my debit card within online banking vs mobile banking?

For Online Banking Users: Once logged in, select self Service in the top menu and then select Manage Cards. You can then select the card you want to manage.

For Mobile Banking App Users: Once logged in, simply click on the Cards icon at the bottom of the screen. You can then select the card you want to manage.

Q2: Can I reactivate my debit card through online banking?

Although the new online banking will allow you to replace your card and order a new one, it does not allow you to reactivate the card. If you have found your card or shut it down in error, you will need to step into a branch to have it reactivated or submit a request.

NOTE: You cannot call the Customer Service Center to reactivate a debit card.

Q3: Can I change my debit card limits through online banking?

With the new online banking, you will be able to lower or increase your debit card limits up to the standard limits that are in place.

External Transfers

Q1: Will External Transfers still be available on the new online and mobile banking?

Yes. Keep in mind, any external transfer accounts, including external reoccurring transfers, you have previously established will have to be set-up again within Online Banking.

Q2: How do I set up an external connected account?

In Online Banking, select Transfers. Then, go to Connected Accounts, you can see any external accounts you have connected. You can also connect an external account by clicking on the Connect account button.

Simply fill in the account information and click Connect. It may take up to 3 business days to set up the external account as the system sends 2 small deposits to the external account. You will use these deposits to activate your account.

Q3: Can I request an external transfer to or from a loan?

No, external transfers can only be done between deposit accounts.

Q4: Is there a cost for an external transfer between deposit accounts?

There are no fees for external transfers.

Q5: What is the turnaround time for an external transfer?

The turnaround time for a standard external transfer is 3 business days.

Any external transfers submitted Monday - Friday before 4pm ET will be processed in 3 business days. External transfers submitted after 4pm ET, on a weekend or holiday will be effective the following business day.

For external transfer limits, please go to https://www.easternbank.com/onlinemobilelimits.

We are not migrating any external transfer account info so you will have to set up any external accounts over again.

Q6: If I set up a reoccurring external transfer, how can I edit the transaction?

You must delete the transfer and re-enter with your corrected information.

Transaction Categories

Q1: Will my current transaction categories migrate over?

No, new categories will be assigned with the upgraded application.

Q2: Why am I seeing icons on my transactions?

We have added new functionality to our mobile / online banking by adding merchant icons to transactions to help you visually identify transactions more easily.

Q3: Can I edit the categories to something I recognize?

Yes, you can reassign a transaction to another category that is listed.

Bill Pay - General

Q1: Is bill pay available with the new mobile app?

Yes, billpay is still available with the new mobile app. The look and feel will be different but the same functionality.

Q2: 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 active payees
  • All scheduled payments
  • All autopay instructions
  • Bill payment alerts and reminders
  • eBills (including loan eBills)

Q3: What Billpay data will not be transferred?

  • All bill pay reports created and saved
  • All inactive payees
  • Individual exception limits

Q4: What new features are available in bill pay?

  • Expanded mobile functionality of all bill pay features, including alerts, autopay and eBill management
  • Greater control of alert management with the ability to manage many more bill pay alerts
  • Company logos will appear next to many popular payees on the Pay screen

Q5: What features are not available in bill pay?

  • Pending Payments widget / snapshot
  • Completed Payments widget / snapshot
  • Expedited payments
  • Bill pay reports
  • 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

Q1: How do I make a payment?

From the Pay tab, click on a payee, and in the new window select the amount, date, optional memo and funding account.

Q2: Where are pending payments?

Go to the Activity tab for pending payments under Scheduled.

  • Pending / scheduled payments can be edited or canceled here.
    • On the Pay tab, there is a Scheduled Date column that shows the DATE of an upcoming payment.

Q3: Where are completed payments?

Go to the Activity tab for completed payments under History.

Q4: Where can I view my payees?

Payees are listed on the Pay tab and on the Recipients tab. You can also view how payments are sent (Check vs Electronic)

Q5: Where can I manage my payees?

From the Recipients tab, click on a payee and from the modal window, users can do the following:

  • Modify payee information
  • Hide / unhide payee account number
  • Set up eBill information
  • Set up autopay
  • Modify autopay instructions
  • Set up payment reminders
  • Delete payee

Q6: Where can I see if a check payment has cleared?

From the Activity tab under History, click on the payment in question and a modal window will open with payment details. If the check has been deposited by the payee and cleared, the status will show as Cleared.