Over the Memorial Day Weekend, May 22 – May 25, 2020, we will be upgrading our systems to offer you a better banking experience. Please be aware that all of our electronic banking services, including Online Banking and Cash Management, will be unavailable during that weekend.
These system upgrades will provide new features and significant improvements for our Personal Online and Mobile Banking, and Business Online Banking and Cash Management services.
If you did not receive a copy of our “Conversion Guide” by mail, please click here to download it for important information.
Please also click on the link for FAQs and on the button below for online tools and videos for Online Banking and Cash Management.
We appreciate your patience throughout this upgrade and apologize in advance for any inconvenience it may cause. If you have questions, please reach out to us at 972-239-7000.
Thank you from your United Texas Bank team!
When will this systems upgrade occur?
The conversion will take place over the Memorial Day weekend. United Texas Bank will be closed from 5:00 p.m. on Friday, May 22 until 9:00 a.m. on Tuesday, May 26, 2020. Please note that your online and electronic banking services, including Cash Management, will not be available during that weekend.
Will it affect my checking, direct deposit, savings, CDs, loans, or account numbers?
No. All of your deposit and savings accounts and loans will remain exactly as they are now and your
account number(s) will not change.
Will I still be able to continue to use my UTB debit card?
Yes. You may continue using your current debit card even over the conversion weekend, May 22, 2020 – May 25, 2020. Your current debit card will continue to work after the conversion just as it always has and will be re-issued on the card’s expiration date.
How will this affect my bank statements?
Personal and Business Checking customers will receive two checking account statements during the month of May – one which will reflect activity from the beginning of May through May 22, and another partial statement at the end of the month. If your account is subject to service charges, those charges will be reflected on the first statement you receive shortly after May 22, 2020.
Commercial Checking customers will receive three statements in May. The first statement will reflect deposit activity that will include account analysis through May 22. Beginning with activity from May 26 and monthly thereafter, your deposit activity statement and account analysis statement will be sent separately.
What if I am enrolled in e-Statements?
If your account is currently enrolled in e-Statements, it will be automatically enrolled. If there are multiple users on the same account that is enrolled, the primary account owner will be enrolled with the option of adding additional recipients.
We suggest saving electronic or hard copies of statements for the past 12 months on or before May 20, 2020. All historical statements will ultimately by migrated to our new core system. However, this will take some time.
Will access to my 24-Hour Tellerphone Banking change?
24-Hour Tellerphone Banking will not be available during our conversion over the Memorial Day weekend from 5:00 p.m. on Friday, May 22 until 9:00 a.m. on Tuesday, May 26. After that, you will be able to access the new system. The phone numbers to access the system, have not changed.
Complete details about accessing and enrolling in the new 24-Hour Tellerphone Banking System
can be found in the Conversion Guide that you received by mail and is also embedded on this page for download.
Will my Personal Online Banking change and how do I log in the first time?
Online and Mobile Banking will not be available during our conversion over the Memorial Day weekend, from 5:00 p.m. on Friday, May 22 until 9:00 a.m. on Tuesday, May 26.
The first time you log in to the new system you will be able to use your existing User ID, unless you have been notified by UTB. Passwords will be reset to a temporary password, which will be the last four digits of your Social Security number.
After you log in, you will be asked to go through the two-factor authentication process and accept the end-user license agreement. Once you do that, simply follow the prompts and you will then be asked to create your new password.
What about Mobile Banking?
After Friday, May 22 at 5 p.m., our current UTB Mobile Banking App will be disabled and you will receive an error message when you try to access it. Our new Mobile Banking system will be available on Tuesday morning as an entirely new platform with a new look and feel and added functionality.
On Tuesday, May 26, once you have logged into Online Banking to establish your credentials, you will then need to download the new UTB Mobile Banking App from the Apple Store or Google Play.
The process for enrolling in the new platform will be the same as it is for Online Banking. If you have already logged in to Online Banking from your desktop, you will be able to use the new credentials you established but will still need to go through the two-factor authentication process for your mobile device since it is a new device for the system. Once you have completed those steps, you will be able to access your accounts again, as well as Mobile Deposit, using your current Online Banking User ID and new password. Please be sure to delete your old Mobile Banking App.
How will this conversion affect my Bill Pay?
During our conversion, any scheduled bill payments will be processed as usual. If you need to schedule any payments during this period or make any changes or delete bill payments, you should do so by Wednesday, May 20.
When you access the new Bill Pay site, after logging in to Online Banking, you will see that it is virtually the same as our current system with slight changes to the look and feel of the new Bill Pay screens, but all of your bill payment information, including your payees, recurring payments, and history, will be transferred to the new system. However, we do ask that you verify the payee information the first time you pay a bill. For existing Bill Pay users, while all information will be transferred to the new system, you will need to agree to the Bill Pay terms and conditions, but you will not have to re-enroll.
Will my Business Online Banking be affected?
During this systems upgrade, our Business Online Banking and Cash Management services will
not be available between 5 p.m. on Friday, May 22 and 9 a.m. on Tuesday, May 26, 2020.
As a precaution, we suggest that you back up any information you may have from your own database no later than Thursday, May 21, 2020. Our new and improved Business Online Banking
platform and Business Mobile App will be introduced at 9 a.m. on Tuesday and will offer you many new features and benefits.
How will I log in to the new Business Online Banking the first time?
On Monday, May 18, you will receive an email from UTB providing you with a Company ID and login
credentials for Business Online Banking. Please hold on to these credentials. On Tuesday, May 26, you will receive a second “Welcome” email. You will be asked to click on the provided link and enter your Company ID and Login (User) ID. This will prompt you to create a password, establish additional security, and accept the terms and conditions. You will then be directed to your Account Dashboard. If your account is enrolled in e-Statements, you will not need to re-enroll. You will continue to receive your statements electronically as you have in the past.
How will the systems upgrade affect my Cash Management services?
Cash Management services will not be available between 5 p.m. on Friday, May 22 and 9 a.m. on Tuesday, May 26, 2020.
If you currently use Cash Management, you will receive two phone calls from a member of the Conversion Team – one between May 12 and May 14 to visit with you about system changes and answer any initial questions you have, and another between May 26 and May 28 to make sure you have reviewed the education/training tools and are able to log in to Business Online Banking and access your Cash Management tools. If are use Remote Deposit user, an appointment will be scheduled to help you install your scanner.
After you have successfully logged in to Business Online Banking, our system will enable you to securely access the tools you use.
Prior to conversion, if you wish to modify a current online transaction, please be sure to complete all
changes no later than Thursday, May 21 by 3:00 p.m. Doing this will allow you and UTB the time required to update any needed transactions for processing.
How can I continue to use my Intuit (Mint/Quicken/Quickbooks)?
Our system upgrades May 22-25 will require you to make changes to your Intuit Quicken, QuickBooks, or Mint software. These services may be interrupted during this time.
Prior to Friday, May 22, you should complete a data file backup and a final transaction download to ensure a smooth transition. It is critical to complete the final download before this date because transaction history might not be available after the upgrade. Please also carefully review your downloaded transactions after completing the migration instructions to ensure no transactions were duplicated or missed on the register.
On Tuesday, May 26, you will be able to complete the remaining steps on the conversion instructions. You will complete the deactivate/reactivate of your online banking connection to ensure that you get your current Mint, Quicken or QuickBooks accounts set up with the new connection.
To review the complete Conversion instructions for each of the above-mentioned tools, please click on the “Toolkit” button on this page that will take you to the page where these are housed.
What should I do if I have questions?
Before conversion, please feel free to contact Customer Service at 972-239-7000 anytime you have questions. As of Friday, May 22, 2020, our Customer Service line will be converted to a special Conversion Hotline, which will be available during and after normal business hours as well as on holidays and weekends for the next 30 days.
If you have questions or need assistance with accessing your accounts or other details, please call. You can rest assured we will be here for you!