System Maintenance
We apologize that Online Banking and Mobile may have intermittent availability Sunday, August 20th from 2:00am to 6:30am ET.

Brand Unification FAQ

Looking for help connecting to Chartway and getting access to your accounts? Here’s where to learn more.

If you have questions or would like more information, we’re just a phone call away and we’d love to hear from you!

Online Banking

How do I log in to Online Banking?

Go to Chartway.com and input your current User ID in the eBranch Login box.

screen shot of Chartway.com homepage and login box

You will see a random security picture and you will input your current Password.

Random image and password demo image

You will then be prompted to accept the online agreement:

online agreement sample

You will then be prompted to update your security picture:

image selection sample

You will then be prompted to update your three Security Questions:

security question sample

Once that is complete you will see all your account information and data. If your account data is incorrect please call us immediately at (800) 678-8765.

Will my ID and Password change?

Your ID and Password will be the same. You will be prompted to update your Security Picture and Security Questions.

Will I have to reset my Alerts?

You will not have to set your Alerts up again.

Quicken and QuickBooks

What happens to my Quicken/QuickBooks information?

Your account will still be able to connect with Quicken/QuickBooks. You will need to sign into your Quicken/QuickBooks product, deactivate your current account, and then reactivate it.

Mobile Banking

screen capture of Chartway mobile banking sign in screenHow do I login to Mobile Banking?

You will need to download Chartway’s Mobile App from the appropriate app store:

Download for Apple iOS from the App Store

Download for Android from Google Play

Sign in with your current User ID and Password and all your account information will display.

Will I still be able to sign in with my Fingerprint?

You will still be able to sign in with your Fingerprint. Once you are logged in to the app, select Menu, then Settings. You will then follow the prompts to turn ‘Touch ID Authentication’ and ‘Request Biometrics on Startup’ on.

settings screen capture for Chartway Mobile Banking

Will I be able to use my HeritageWest or SouthWest Mobile App?

Your current app will no longer be supported on March 22, 2017. You will need to download Chartway’s Mobile App from the appropriate app store:

Will my Mobile App login change?

Your current ID and Password will continue to work.

Will my Mobile Deposit Check History show?

Checks deposited via the Mobile App will not display prior to March 22, 2017. If you need a copy, call us at 800-678-8765.

Bill Pay

Will I need to enroll in Bill Pay again?

If you were previously enrolled in Bill Pay, you will not need to do anything. All your payees, payment history and scheduled payments will be moved for you.

Will I have to set up all my payees again?

All your payee information will be there, you will only need to add new payees.

What will happen to my payment history?

All your history will display.

What will happen with my eBills?

Your eBill information will move over, there is nothing you will need to do.

What will happen to my recurring and future dated payments?

They will copy over and process as scheduled.

What will happen to my payments scheduled on March 22, 2017?

They will process as scheduled.

eStatements and Notices

Will I have to agree to Terms and Conditions again?

Yes, you will have to agree to the Terms and Conditions and all your statements and notices for the last three years will be viewable.

What will happen to my Statements and Notices?

All Statements and Notices will be viewable under the eStatements tab.

General Questions & Social Media

What is occurring?

On January 17, 2017, our organization came together as one family with one name: Chartway Federal Credit Union.

Why did we do this?

Our Member-First commitment remains stronger than ever and we are excited to now be serving members as one family under one name. In addition to enjoying strengthened member benefits and a consistent experience across all of our 17 branches in Utah and 50 branches across the country, we look forward to sharing several exciting and value-added benefits

  • Launched a new Chartway website on January 17
  • Introducing new checking accounts
  • Improving rates
  • Eliminating more than a dozen fees
  • Launching instant issue debit cards

How will this impact me?

Given that we have always been one organization with the only difference being our name and logo, the transition should be a seamless one. You will be able to continue visiting the same locations and be served by the same employees you have come to know and trust.

Will any of the current HeritageWest or SouthWest Community branch hours of operation change?

No. We will be maintaining the hours of operation for all of HeritageWest and SouthWest Community’s current branches.

Will HeritageWest or SouthWest Community phone numbers change?

No. You may continue to use the current phone number you always have at this time.

When will you update the signage on HeritageWest and SouthWest Community branches and ATMs with the Chartway name and logo?

Signage on our HeritageWest and SouthWest Community branches is in the process of being updated with temporary signage. We anticipate having all signs updated by March 31, 2017.

Will this affect my credit report?

No. All credit reports related to the credit union are already being reported under the "Chartway Federal Credit Union" name so there will be no change to this process.

Will the HeritageWest or SouthWest Community social media sites continue to work?

Yes. The social media sites will remain operational through March 31, 2017. However, we encourage you to “like” Chartway’s Facebook, Twitter, and Instagram Accounts.

Our social media handles are as follows:

  • Facebook: Facebook.com/ChartwayFCU
  • Instagram: @ChartwayFCU
  • Twitter: @chartwayfcu
  • LinkedIn: LinkedIn.com/company/chartway-federal-credit-union

Websites, Online Banking, Mobile & Bill Pay

What will happen to HeritageWest and SouthWest Community websites on and after January 17th?

For your convenience, you may continue to use the same website addresses through March 22, 2017. On March 22, you will be automatically redirected to www.chartway.com. At that time, members who have bookmarked the current HeritageWest or SouthWest Community website or online banking service will also be immediately re-directed to our Chartway website.

What will happen to HeritageWest and SouthWest Community’s online banking services on and after January 17th?

For your convenience, you may continue to use the same online banking through March 22, 2017. On March 22 online banking will be unavailable from 6:00am to 10:30am MT.  At 10:30am MT please login to online banking from Chartway's website www.chartway.com.

Will I need to re-enroll in Chartway’s online banking?

No. You may continue to use HeritageWest and SouthWest Community’s online banking services through March 22, 2017. On March 22 online banking will be unavailable from 6:00am MT to 10:30am MT. At 10:30am MT you will begin using Chartway’s online banking with your existing Login ID and Password. However, you will be prompted to update your three challenge questions and answers.

What will happen to HeritageWest and SouthWest Community’s mobile banking apps on and after January 17?

For your convenience, you may continue to use the same mobile banking apps through March 22, 2017. On March 22 mobile banking will be unavailable from 6:00am to 10:30am MT. Please be sure to download and begin using the Chartway mobile app at 10:30am MT to ensure there is no disruption to your mobile banking experience.

I am a new member who joined the credit union after January 17. I have not yet enrolled in online or mobile banking. Which website and which app should I use / download?

Please use Chartway’s website and online / mobile banking services.

I currently use your bill pay service. Will all my payees transfer to Chartway?

Yes. On March 22, 2017 your payees, payment history, recurring payments and scheduled payments will transfer to Chartway’s Bill Pay. Your current bills will not be disrupted or changed.

Will my scheduled payments be affected by the transition to Chartway?

No. Your scheduled payments will not be interrupted.

Deposit Products

Will my checking and savings accounts be changing?

No. There will be no immediate change to your checking or savings accounts as a result of the name unification. We are excited to announce that we will be introducing new checking products spring 2017. Stay tuned for more information.

Will the routing numbers for HeritageWest and SouthWest Community be changing?

No. The routing numbers will not be changing at this time. However, any accounts opened after January 17, 2017, will feature the Chartway routing number.

Will I need to order new checks featuring the Chartway name?

No. Once you have used your existing supply of checks, please visit one of our branch locations or contact our check provider Harland Clarke at (800) 858-3355 to place your first re-order featuring the Chartway name and logo. The first box of standard issue checks re-ordered between January 17 and December 31, 2017, will be issued free of charge. To be eligible, please reference promotion code “Happy Together.” Please note that this promotion code cannot be used when ordering checks online.

Do I need to contact my employer or Social Security Admin to update my direct deposit information?

No. Direct deposits will continue to be deposited into your account.

Debit & Credit Cards

Will I need a new debit or credit cards with the Chartway name?

You may continue to use your existing debit and credit cards until you receive new ones with the Chartway name, as follows:

  • Legacy HeritageWest Members
    • New chip debit + credit cards will be mailed by June 2017
  • Legacy SouthWest Community Members
    • New chip debit cards were mailed February 28
    • New chip credit cards were mailed March 22

When my new card is re-issued, will it have the same card number and PIN?

Yes, when your debit or credit card is re-issued, it will maintain the same card number and PIN associated with that card.

My card was lost / stolen / demagnetized. Can I receive a replacement card with the HeritageWest or SouthWest Community branding?

We will be happy to order a replacement card for you. Please note that we are one organization operating under one name, so the card you will receive will be branded with the Chartway name and logo.

Will the Chartway logo for EZCard card change?

EZCard will maintain the current branded sites until March 22, 2017. At that time, the sites will be coordinated with the SouthWest and HeritageWest website changes to www.chartway.com, also planned for March 22, 2017.

Will the HeritageWest logo on the Scorecard Website change?

Scorecard will maintain the current branded sites until March 22, 2017. At that time, the sites will be coordinated with the SouthWest and HeritageWest website changes to www.chartway.com, also planned for March 22, 2017.

Mortgages & Lending

I’m in the process of getting a loan. What does this mean for me?

As we will be handling your loan on your behalf, there will be minimal impact to you. We will stay in close communication with you throughout the process to ensure the closing process goes smoothly.

Will rates be the same for my current loans?

Yes. All rates will be the same for your current loans.

Will my loan documents feature the Chartway name and logo?

Yes. On and after January 17, 2017, we will begin accepting and processing loan applications under the Chartway name and logo.

I typically use checks to pay my loans, etc. To whom should I remit my check after January 17, 2017?

All checks may be made payable to Chartway Federal Credit Union.

Will I receive new 1st Mortgage payment coupons?

No. You will continue to receive 1st Mortgage payment coupons as you have in the past from Chartway.

Can I still make my 1st Mortgage payments at my local branch?

Yes. You may continue make your 1st Mortgage payments at your local branch.

Can I still apply for a 1st Mortgage or any other loan online after January 17?

Yes. Members will be automatically redirected to our central online loan application site.

Will Liens added on vehicle/house titles be updated with Chartway name and logo?

No. There are no plans to update liens at this time.

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