Chartway Online Banking FAQs

Logging in to Online/Mobile Banking

Logging in to Online / Mobile Banking

The logon process for Online and Mobile Banking is the same on all devices. Visit www.chartway.com or download the new Chartway app from the Apple App Store or Google Play.

For primary accountholders (this is the name listed on your official mail):

  • Step 1: Login using your current Online Banking/eBranch ID and password. If your password does not work on the first attempt, please click on the “Forgot Password” link below the username field.
  • Step 2: Enter your login, and choose how you would like to receive your secure access code.
  • Step 3: Enter your secure access code when prompted and create a new password. NOTE: passwords must consist of 8 to 16 characters, to include:
    • At least one capital letter
    • At least one number
    • At least one special character (#$@*)
  • Step 4: Read and accept account disclosures. You may accept after scrolling to the bottom of the disclosures.
  • Step 5: You may be prompted to create a new username that does not include your account number or any other personally identifiable information.
  • Step 6: After setup, you will be prompted to log in with your new information. You will go through the secure access code process again. At this time, you can choose to register your personal device, and you will not have to continue the secure access code process.

If you are not the primary accountholder, you must ENROLL in ONLINE BANKING by choosing the “Enroll” link under the username field.

  • Step 1: Please complete the enrollment form with your information. You will not be asked to enter information about the primary accountholder. NOTE: Under “Requested Login ID,” please create a new unique username that you will use to log in going forward.
  • Step 2: Choose how you would like to receive your secure access code
  • Step 3: Enter your secure access code when prompted and create a new password. NOTE: passwords must consist of 8 to 16 characters, to include:
    • At least one capital letter
    • At least one number
    • At least one special character (#$@*)
  • Step 4: Read and accept account disclosures. You may accept after scrolling to the bottom of the disclosures.
  • Step 5: You may be prompted to create a new username that does not include your account number or any other personally identifiable information.
  • Step 6: After setup, you will be prompted to log in with your new information. You will go through the secure access code process again. At this time, you can choose to register your personal device, and you will not have to continue the secure access code process.

For answers to frequently asked questions, click here

Online Banking

I am seeing accounts that I have never seen before. Are all of my accounts linked?

Any accounts tied to your social security number where you are the primary, joint, or authorized signer, will display when you log in. If you feel one is missing, please call us at (800) 678-8765, stop by a branch, or send us a message within Online Banking for assistance.

Why do I need a secure access code?

Our new secure access codes are an enhanced security feature. Once you have registered each of your devices and successfully logged in, a secure access code will no longer be required. When you access your accounts from an unrecognized device, a secure access code will be sent to you so that you can authorize use.

Will I have to reset my alerts?

The majority of alerts have been copied over. However, we encourage you to review the alerts section as there will be new alert options and to ensure your preferred delivery method is accurate (email or text).

I have the old Online Banking link saved as a favorite, and I am getting an error message. Why?

The old Online Banking link is no longer valid. Please login from chartway.com.

How can I change my account names?

With the online banking upgrade, your account names defaulted to the Chartway product names, unless you had previously created nicknames. For example, your checking account, which would previously have had an S and number identifier, would now be showing as LIFEPLUS CHECKING **1234. The last four digits identify the member number associated with each account. If you would like to change the name to something more memorable for you, follow these steps:

  1. Click on “Preferences” in the left navigation bar (5th button from top)
  2. Click on “Account Preferences” in sub-navigation bar (1st button)
  3. Click on the account name you wish to change and “Details” will appear
  4. Click on pencil to right of account name and change to your preferred name

How do I view my monthly account statements?

You may view your monthly account statements by clicking on "Account Services" in the left navigation bar and then select "Statements." A new window will open, which will display your monthly eStatements.

Mobile App and Text Banking

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 "Touch ID" or "Face ID." and then follow the prompts.

Will I need to sign up for text banking?

Yes, you will need to setup text banking within the new Online Banking. After you complete this, you should receive a test message. If you don’t receive a text, send “START” to 226563.

Will my Mobile Deposit Check History show?

Checks previously deposited via the mobile app will not display. If you need a copy call us at 800-678-8765, or send us a Secure Message within Online Banking.

Bill Pay

Will I need to enroll in Bill Pay again?

If you were previously enrolled in Bill Pay as the primary account holder, and have used your account within the past six months, all of your payees, payment history, and scheduled payments will be present once you successfully login to our new online/mobile banking.

If you received a letter in the mail about your logins being consolidated due to having multiple accounts, your payment information will now be contained under one account linked to your username. Unfortunately, payment history may not be available for all accounts.

If you have questions or need a copy of your Bill Pay history, please send us a Secure Message within Online Banking, or call us at (800) 678-8765.

Will I have to set up all my payees again?

No — All of your payee information will be available, as long as you are the primary account holder.

If you are a secondary/joint account holder, contact us at (800) 678-8765 and we can duplicate the primary account holder Bill Pay information within your new login and password. If both members are not joint on all accounts, our digital banking team will email a permission request to the primary account holder to get written approval to duplicate Bill Pay information.

Please note – if you add new bills in the future, they will only show up within your unique login and password.

(You also have the option of using the primary account holder’s login and password to access Bill Pay as you previously have.)

What will happen to my recurring and future dated payments?

Recurring and future dated payments will copy over and process, as scheduled.

Quicken

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. The following versions are compatible.

Personal Finance Management/Link Account

What is the Link Account option?

This feature allows you to link all your existing accounts at other financial institutions to provide a financial overview of your total assets and liabilities. You can set up budgeting and view your spending trends all at-a-glance.

Is there a cost for this?

No. This is a free service and benefit of being a member.

What is the difference between this and the External Account Transfer feature?

The link account option allows you to see your financial overview at-a-glance. External Account Transfers allow you to transfer funds to/from your other financial institution and Chartway.

Card Swap

What is Card Swap?

When you have been issued a new debit or credit card, Card Swap eliminates the hassle of changing your information for your favorite subscriptions or digital services such as Amazon®, Netflix®, and Hulu®.

Is there a cost for this?

No. This is a free service and benefit of being a member.

Person to Person

What is Person to Person?

Person-to-person payments provide you with a convenient way to transfer funds from your account, using your debit card, to another individual’s account using only their email or mobile number without having to write a check or go to the ATM. Some financial institutions do not accept person-to-person payments. Please check with the recipient’s institution. NOTE: you cannot make person-to-person payments from a savings account. You must link your person-to-person to account to a debit card.

Is there a cost for this?

No. This is a free service and a benefit of being a member.

How does the other person receive the funds?

The person you are sending money to will receive an email or text with a link to collect the money. They can collect the funds using their debit card or their banking information. If they do not collect the funds within 10 business days, it will automatically be returned to your account.

I sent someone money and they received an error when trying to collect the funds with their debit card, what should they do?

We currently route through the following: Star, Pulse, Accel, Shazam, CULIANCE (formerly Cu24), and NYCE. Please have the recipient check the back of their card to determine which network their card is processing through. If their card is not processing through one of these networks, please have the recipient select the option to accept the funds through their bank account.