NEW ONLINE AND MOBILE BANKING FAQ
We know you may have more questions as we get closer to our launch date. In the meantime, check out our Frequently Asked Questions and please contact us with any additional questions. We want to make your transition to our new and improved Online Banking to be as easy and stress free for you as possible.
In Person at your nearest PrimeSouth Branch:
Why is my Online Banking changing?
At PrimeSouth Bank, we are always looking for ways to help our customers improve their personal financial management. Providing you with a top notch, easy to use, new online and mobile banking program is our way of helping you stay in control of your finances. While cases of identity fraud continue to grab the headlines, the reality is that online banking is getting safer and more secure all the time. We continuously work behind the scenes to protect our systems from intrusion. And with new features coming soon like Zelle® Pay and External Transfers, PrimeSouth is excited to offer an even more secure and well-rounded way to manage your money from anywhere in the world 24/7.
How do I access the new Online Banking?
You will access your online banking as you always have. The login will work similarly to our current system with the exception of the following changes:
User ID: The first time you log in beginning at 9 am on August 8th, you will use your existing User ID, however you must enter it in all LOWERCASE. Why it is important to use lowercase. If you enter your User ID incorrectly, you will be presented with fake phone numbers. This is an important to stop hackers from using User ID Harvesting. Once you have logged in successfully using your existing User ID as the first step, you will be required to go through authentication set up.
Advanced Login Authentication (ALA) Set Up: Once you enter your valid ID, you will be prompted to go through a one-time Step-Up Authentication which will effectively block out the most common forms of hacking and identify theft in online banking by adding in extra security steps. You will be required to select one of two ways to do this. The first is Out-Of-Band Authentication where you will enter a one-time security code via a call or text message. If you verify by phone, you will need to use the phone number we have on record. You will answer the phone and say or enter the security code. If using text messaging, you will enter your code onto the screen. PLEASE MAKE SURE WE HAVE YOUR CORRECT PHONE NUMBER YOU PLAN TO USE LISTED UNDER YOUR CURRENT ONLINE BANKING PROFILE.
If a phone is unavailable, you can also authenticate your new online banking through an Out-Of-Wallet Authentication where you must answer a four question, multiple choice quiz created from public or commercially available records to continue. For the Out-Of-Wallet method, you will need a valid social security number listed under your Online Banking profile.
ALA is designed to help reduce the risk of fraud by confirming user identity when accessing Online Banking using a user ID plus two additional components or factors.
Will I have to change my password?
No. After you go through Step-Up Authentication, you will enter your current Password. Once complete, you will be officially logged into our new Online Banking.
Please note that during the conversion to our New Online Banking, you will NOT receive a call from us asking for your password. If you do, do not provide your password.
How does this change impact the Mobile Banking App?
To continue using the PrimeSouth Mobile Banking App, you will download the new app which will require a text capable phone to obtain your one-time-pin (OTP) to re-enroll in mobile banking. You should add this phone number immediately if it’s not already in your contact information for online banking. The first step in this process is to log into our new Online Banking to establish your new password before you enroll in mobile banking and download the new app. The conversion downtown will be the same for Mobile Banking as it will be for Online Banking (beginning at 4 pm August 6, 2018 through 9 am on August 8, 2018). During this time, the old app will be removed and the new app will be made available. The new PrimeSouth Bank Mobile App will be available here beginning August 8, 2018 (under the same name, PrimeSouth Bank GA Mobile).
How does the new Online Banking impact my current Online Bill Pay?
There will be NO changes to your existing Online Bill Pay. It will seamlessly roll over to the new system.
How does the new Online Banking impact E-statements?
What new features can we expect with the new Online and Mobile Banking?
In addition to enhanced security and user experience, we are excited to announce these additional features that will be available coming soon:
New Features Coming Soon!
Zelle® Pay: The people pay option selected by leading banks nationwide, PrimeSouth is excited to announce that soon you will be able to send and receive money in minutes to your friends or family. Once you enroll, all you need to send money with Zelle is the preferred email address or mobile number of the trusted recipient.
External Transfers: In addition to transferring funds between accounts, you will soon be able to easily move money to and from your PrimeSouth accounts from other financial institutions.
Why isn’t the new Online Banking working with my browser?
Our Online Banking supports the latest browsers from Mozilla (Firefox), Google (Chrome), Microsoft (Internet Explorer), and the previous version. If you are running an older browser, you should go ahead and update it. From security and speed to compatibility and a better user experience, there are many reasons why it’s always a good idea to have the most updated browser.
Click here to easily and quickly test and upgrade your current browser:
CLICK HERE TO UPDATE YOUR BROWSER
I am going to be traveling out of the country during the switch. I will have my mobile phone with me but worry I won’t be able to log into Online Banking.
If you have a North American Phone Number and your carrier is supporting calls to you on that number, our Out-of-Band Authentication System will be able to place a call to you. As SMS Text routing might be more challenging since you are out of the country, we suggest that you use the automated voice approach. You should be able to use the Out-of-Wallet question quiz method.
How quickly are we notified of fraudulent login attempts?
Within two to five minutes, this information will be reported to you through Admin tools.
What if I do my Online Banking on multiple devices?
The authentication process does require a Device Profile and there is no limit to the number of devices that could be profiled as consistent for the customer.