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Important Reminder: Online banking will be down Thursday August 10 at 5pm PST until Monday August 14 at 10am PST. Learn more.

System Upgrade Support (August 2017)

  • Where can I get an overview of all the system changes and what I need to know?

    Please visit Our System is Getting an Upgrade for everything you need to know and how to prepare or you may download our Conversion Newsletter which was mailed to all clients on July 1, 2017.

    Please visit System Upgrade: Tools & Resources for step-by-step guides for online banking, Quicken, and QuickBooks as well as videos on how to use our new system.

  • When will my statement be available?

    Account statements for deposit accounts for the month of July will be available via online banking shortly.

    An additional statement is being cut for August 1 through August 10 which will be available via online banking in the coming week. Because statements are being generated on August 10, interest-bearing accounts will be paid interest for the period between the last interest payment and August 10. Following this one-time scheduling exception, interest-bearing accounts will resume payment on customers’ regular accrual date. Service charges will not be assessed during this interim statement period.

  • What will happen to transactions (transfers, wires, or ACH) that I’ve scheduled to happen August 11 or after?

    All transactions that were scheduled within online banking to take place on August 11 or after should still process as normal. If you have any questions, please call us at 415.995.8100.

  • Do I need to re-set up any credits (like direct deposit) or debits to my checking account?

    No, all transactions that are currently set up in your account to be automatically credited or debited will be processed in the new system and you do not need to do anything. If they are expected to hit your account during system downtime, they will be processed as normal and you can view them on Monday, August 14 at 10am PDT when you login to the new online banking. If you have any questions, you can call us at 415.995.8100 during business hours.

  • How do I login to the new online banking?

    Click here for step-by-step instructions on how to log into your online banking account or download the PDF: Online Banking Login Instructions

    All users including business sub-users will need to update your password at this time.

    Please visit System Upgrade: Tools & Resources for step-by-step guides for connecting your Quicken, QuickBooks as well as videos on how to use our new system.

  • Will I able to see my current account history and view check images in the new online banking?

    Yes, your account history and past statements will be available in the new Online Banking. Check images will available to view in the statement directly for past statements. Going forward on the new system, you will be able to see check images as they clear your account and a new feature will be the ability to see check images for checks that you deposit through online banking.

  • I am a Sub-User on Business Online Banking, how do I login after the conversion and will I have the same rights?

    Yes, your access will roll over to the new system with the same rights. Please see the step-by-step instructions on how to log into your online banking account. You will need the business’ Tax ID number for the security code for the first time login: Online Banking Login Instructions

  • How can I use the new mobile app?

    First follow the Online Banking Login Instructions to login to online banking and set up your new password.

    To use the new app:

    • iPhone users’ devices will automatically update to the latest version of the app for users with auto-update activated. To find our app on iTunes, search “New Resource Mobile Banking” or click here.
    • Android users must delete the current version of the app and download the new version from Google Play. To find our app, search “New Resource Bank Computer Services Inc” on Google Play or click here .

     

  • What are the changes to bill pay and how should I prepare?

    Bill Pay for individual customers will be unavailable from August 6 at 9:00 p.m. PDT until August 14 at 10:00 a.m. PDT. To ensure timely payment of bills during this time, please schedule applicable payments before system downtime. Payments scheduled to post during system downtime will be processed as scheduled, if scheduled by deadline.

    Bill Pay for business customers will be unavailable from August 10 at 5:00 p.m. PDT until August 14 at 10:00 a.m. PDT. To ensure timely payment of bills during this time, please schedule applicable payments before system downtime. Payments scheduled to post during system downtime will be processed as scheduled, if scheduled by deadline.

    Bill payment history will be available when the new system goes live on August 14. Customers needing access to payment history between August 7 and August 14 are encouraged to download a copy of their records no later than August 6.

    With the exception of e-bill notices for individual account holders, all Bill Pay information, including vendors and scheduled payments, will transfer to the new system. Individual account holders must re-setup e-bill notices following the system upgrade.

  • Will my Quicken or Quickbooks automatically connect?

    No, Quicken and Quickbooks users should download all activity and import it into the desktop version of Quicken or Quickbooks before online banking downtime begins August 10 at 5:00 PM PDT. Following the system upgrade, you will need to disconnect and reconnect your accounting software on August 14 at 10:00 AM PDT when our new online banking launches.

    Quickbooks Online users should expect downtime on August 10 at 5:00 PM PDT until August 21 for the conversion rollover and all information will be automatically synced. Your activity will be available to view within online banking starting August 14 at 10:00 AM PDT.

    Please visit System Upgrade: Tools & Resources for step-by-step guides for online banking, Quicken, and QuickBooks as well as videos on how to use our new system.

  • Will Mint automatically connect to the new system?

    Yes, all information will be automatically synced. Mint users should expect downtime on August 10 at 5:00 PM PDT until August 21 for the conversion rollover. Your activity will be available to view within online banking starting August 14 at 10:00 AM PDT.

  • I use Money Manager, will it be available on the new system?

    No, the Personal Financial Management (PFM) product Money Manager, from Yodlee, will be replaced with a new PFM from Geezeo.

    Please be advised that customer data will not be retained following the system upgrade; please plan accordingly.

     

  • When can I expect my new debit card?

    New EMV-enhanced (chip) debit cards will be mailed at the beginning of August to customers whose cards are set to expire during this month. Cards will be mailed to all other customers from September to November 2017 based on expiration dates. When you receive your new EMV debit card, please activate it and remember to shred and destroy your old card.

    To learn more about how EMV-enhanced (chip) cards work and why they are more secure, read our recent blog post.

  • I am now seeing a charge for my ATM fees, why is that?

    Following the system upgrade, ATM withdrawal fee rebates will be posted differently. Withdrawal fee rebates will now appear on your account history as a simultaneous debit and credit.

    There are no changes to how many ATM fees are waived so please reference your account type if you have any questions on the number of fee rebates.

     

  • Where do I find my new loan number?

    New account numbers can be found on your next account statement. You can also call your Relationship Manager or our branch at 415.995.8100. Existing auto payment(s) will automatically transfer to the new loan number.

  • When will I be charged for analysis fees?

    Analysis fees will now be charged on the first business day of the month instead of the fifth business day of the month.

General Banking

  • What is the Bank’s ABA (or Routing) number?

    New Resource Bank’s Routing (also known as ABA) number is 121044369.

  • What number should I call if I’ve lost my debit card?

    Please call us at 415-995-8100 immediately if your debit card is lost or stolen.

  • How do I know what my Debit Card limit is?

    Limits on debit cards are very different than credit cards. Because the debit card transaction is taking funds out of your checking account immediately, we set limits on debit cards to protect your funds and your exposure to fraud. Even though you may have plenty of money in your checking account, you will be limited on how much of that is available by debit card (on PIN based transactions and signature based.) Personal accounts carry a $1,500 per business day limit on Point of Sale transactions and $515 per day at ATMs. Business limits vary; you can contact your banking officer for more information.

  • Will my debit card work overseas?

    We recommend that anytime you travel you take more than one card. If you notify us in advance of your travel, we can help you to reduce the chances that the transactions you’re doing overseas will be flagged as suspicious.

  • Should I notify the Bank if I will be traveling?

    Yes, there is a form to fill out within online banking to provide us the information that we need.

    Once logged in just go to services > travel request. If you do not have online banking access please call our customer support team at 415-995-8160.

  • What are the Bank’s wiring instructions (for sending money to my New Resource Bank account)?

    Incoming Wire Instructions – Domestic

    Incoming Wire Instructions – International

    Please note that our International Wire Instructions changed effective April 3, 2017.

    If you are accepting an international wire in a foreign currency other than what is listed in the attached instructions, please use US Dollar instructions.

  • What makes New Resource different from most other banks?

    Acting on our credo—“rethink, rebuild, renew”—New Resource Bank seeks to promote and support sustainability in our clients and among our employees. The deposits you make are used to make loans to socially and environmentally responsible organizations who are building a better world. The money deposited in our Impact CDs is used to fund projects for non-profits, organic products, or clean energy.

  • How can I setup my loan for automatic payments?

    Send an email to your banking officer or [email protected] and let us know which account (last four digits only) you’d like to debit and we’ll transfer the amount due on the due date until the loan is paid off or you tell us to stop.

  • How can I make a deposit to my New Resource account?

    We currently have three ways for you to make a deposit into your New Resource Bank account:

    1. At our branch located at 255 California Street, Suite 600, San Francisco, CA 94111
    2. Use your mobile phone. Details on mobile remote deposit capture are found here
    3. Deposit your check or cash in one of our shared ATM network locations. We are part of the Moneypass and STAR shared deposit programs. You can find a deposit accepting ATM by clicking on the link and searching by your zip code. Please make sure you filter by “deposit taking” for Moneypass and “STAR shared deposit” for our STAR network.
  • How can I send the Bank a secure email?

    The best way to do this is through online banking. Once logged into the site, click on “messages” in the Services section in the left navigation panel. From the following screen you can create a new message by clicking “new”. On the message screen, you can safely upload an attachment (like a statement) and provide sensitive information. We should respond to your message within 24 hours.

Online and Mobile Banking

  • How should I contact the bank if I can’t log into online banking?

    Below are answers to our most commonly asked questions. If you can’t find your answer, please feel free to contact us at [email protected] or 415.995.8100.

  • How do I get setup for Mobile Banking?

    In order to use Mobile Banking, you have to be a current online banking customer. Once you’re registered and logged in, go to the “mobile” link under “preferences” in the left navigation panel. From this screen, you’ll need to read the disclosure and click submit to authorize your login ID within Mobile Banking. You can then send yourself the link for the mobile browser version or go to the iPhone app store or Google Play store and download the app.

  • Does the online banking system work with Quicken or Quickbooks?

    Quicken: There are a few methods that Quicken and Quickbooks can work with your bank accounts. We offer two ways to connect your account to Quicken. For both methods you have to be fully enrolled in online banking. The first method Intuit calls “Web Connect”. You would download your account and it will automatically go get the transactions. By setting up your accounts through Express WebConnect, you can also do transfers between your accounts from within Quicken. There are specific instructions on setting up Express WebConnect here.

    Quickbooks: The methods for working with Quickbooks are slightly different. If you are using Quickbooks Online, you can setup Express WebConnect. This will allow you to setup your accounts within the Quickbooks application and it will go to online banking and pull in the transactions. If you’re using a version of Quickbooks that is installed locally on your computer, the only method of interfacing is through Intuit’s WebConnect service. From within online banking, you’ll save a file of transaction history in the specific QBO file format. Then from within Quickbooks, you’ll import that file and Quickbooks will add the transactions to your register. More information can be found here. Unfortunately, what Intuit called “DirectConnect” is no longer available to our Quicken Quickbooks clients.

  • Does the Bank’s online banking system work with Mint?

    Yes, New Resource Bank’s online banking system does work with Mint. However, the system that Mint has created logs into your account as if it were you at your computer. Often times, this schema can have difficulty working with banks’ authentication algorithms and can often lead to locking you out of online banking. Please be aware of this when adding your accounts into a system like Mint that isn’t setup within the Bank’s arena of control. We offer a free personal money management system through our website, Money Manager. This system has been configured to work with New Resource Bank’s online banking system. You can get to it from within Online Banking by clicking on Money Manager under the Accounts section in the left navigation panel.

  • How can I protect myself from online identity theft?

    We have created several pages of valuable information on our website in the security section. See https://www.newresourcebank.com/content/online-identity-protection for specific information regarding protecting yourself from identity theft.

  • What is “Money Manager”?

    Money Manager is a free online personal financial management tool, much like Quicken, but online. It allows you to track all your expense transactions and see where you are spending your money. You can set budgets and monitor your progress. Money Manager will automatically add in your New Resource Bank accounts; and you can add in accounts you have with other Banks, trading houses, mortgage companies, credit cards even rewards accounts to get a total picture of all your finances. It’s a great tool that we’ve gotten a lot of very positive feedback about.

  • In online banking, I have to enter a secure access code every time I log in, why?

    This is what will happen if you don’t have cookies enabled properly. Different browsers handle this differently, however, you’ll need to set up the following sites to set cookies and keep them until they expire (don’t allow the browser to delete the cookies when the browser is closed):  newresourcebank.com; secure53.onlineaccess1.com; billpay.pscufs.com; evue.intercept.net

     

  • Why didn’t my online banking transfer post to my account?

    The most common reason this happens is because the transaction wasn’t confirmed. When you submit the payment on the funds transfer screen, it leaves it in a “drafted” status until you click on the Approve button from the Online Activity screen. If you want to avoid this second step, you can initiate the transfer in a different way. From the account summary screen, mouse over the New Resource Bank logo at the end of the account line on the right side of the screen. You should be presented a “quick action” menu with a choice of Transfer To and Transfer From. Choose the appropriate screen based on what you’re trying to do and you’ll then get a chance to choose the other side of the transaction and amount. When you click submit from this screen, the transfer will go immediately requiring no further approval. If you receive an error, there is another reason the transfer could not be processed, such as insufficient funds or privileges, contact the Bank for further assistance.

  • Can I make my loan payment online?

    Yes, you can make a loan payment online. There is a link to “make a loan payment” under the transactions section in the left navigation panel. From the following screen, choose where you want the funds to come from and how you’d like them applied (if applicable) and click submit. Someone will contact you from the Bank if the transfer can’t be made as you’ve requested. If this Loan Payment screen isn’t there for you, it’s most likely because your loan isn’t linked to your online banking profile. That can be resolved with a quick secure message to the bank requesting your loan be linked.

  • How do I transfer money to another New Resource customer?

    Consumer clients can setup another New Resource Bank client’s account to receive transfers. From within online banking, click on “Setup Other Accounts” from the “Accounts” section in the left navigation panel. Choose “transfer to another New Resource accountholder.” From the next screen, you have a choice of doing a onetime transfer or setting up a link to this account for future transfers. The recipient of the funds needs to be an online banking customer and you’ll need the last four digits of their account number and the email address registered for them within online banking. When doing the transfer, this is one screen where it doesn’t ask you to confirm the transfer – when you click submit, the transfer is processed.

    Business customers wishing to utilize this service will first need to contact the Bank to authorize the linking of the non-business owned account.

  • How do I transfer money to or from my account at another institution?

    To setup an external account, click on the “Add external account” link under Accounts in the left navigation panel and click “view.”  From the following screen enter the account information and click continue.  You’ll then be contacted by someone at the bank to verify the ownership of the account before it can be activated.

  • How do I setup an alert that tells me when my account balance is low?

    Alerts can be setup to notify you when your balance reaches a certain threshold, when online transactions have occurred on your account or when a transaction posts to your account (from outside online banking). To setup alerts, choose “alerts” from the “preferences” section in the left navigation panel. To setup a balance based alert, choose “new account alert” from that Add drop down box. To setup an alert to notify you when someone conducts a certain transaction through online banking, choose “new transaction alert”. To setup an alert for any other account activity (like check clearing or ACH debits over a certain amount) chose “add history alert”. The default notification for all alerts is to send you a message through online banking. You can change this setting to call you, send you an email or send you a text message. The notification doesn’t tell you the specifics of the transaction that caused the alert, only that the alert was triggered.

  • Can I link up my son or daughter’s account to mine for transfers?

    You can setup another New Resource Bank customer’s account to receive transfers. From within online banking, click on “Setup Other Accounts” from the “Accounts” section in the left navigation panel. Choose “transfer to another New Resource accountholder.” From the next screen, you’ll choose to set up a link to this account for future transfers. The recipient of the funds needs to be an online banking customer and you’ll need the last four digits of their account number and the email address registered for them within online banking. Once you’ve linked the account, the account will show up in the “transfer to” drop down box on the funds transfer screen. From the funds transfer screen, you can setup recurring transfers by changing the transfer frequency settings.

  • How does bill payment work?

    You’ll access bill payment from our online banking site. You’ll enroll in Bill Payment by providing a few pieces of information about yourself and then setting up your billing payees. You can setup recurring payments and for some merchants or payees, you can setup e-billing where the bill is sent directly to your Bill Pay account and you can review the statement and pay it all in one place. When you submit a bill payment, the funds will most likely be debited from your account electronically on the date you specify. In some cases, the bill payment vendor may create a check that’s drawn on your account; in these cases, your account won’t be debited until the check clears your account.

  • Sometimes a bill is paid by check and sometimes electronically, why?

    Our Bill Payment provider handles payments via check or electronic transfer. Additionally they will sometimes submit a check drawn on your bank account or take the money from your account electronically and send a check drawn on their internal accounts. The amount of the payment, other payments going to that vendor and the users history with bill payment are all factored into whether or not to send any particular payment via check or bank transfer and minimize risk of funds being lost. This sometimes means that a payment will be sent one way one time and a different method the next. We apologize for the inconvenience this may cause you, but unfortunately, at this time, it’s out of our control.

  • What should I do if my bill payee didn’t receive payment?

    Unfortunately sometimes this happens. Please contact our Bill Payment support department at 888-918-7636 for individuals and 800-723-9429 for businesses.

  • How can I send money to others?

    Our online banking vendor doesn’t have a service like “pop money” to send payments to unrelated people / accounts. However, there are services available to everyone like Dwolla and SquareCASH. These vendors aren’t tied to any bank and they allow customers to send money from any account anywhere to anyone with an email address. Dwolla charges $.25 per transaction regardless of the transaction amount. You’ll setup an account on their site (www.dwolla.com ) and validate your checking account info with a few very small transactions and then you’re free to send money. The recipient receives an email that money is waiting for them. They’ll setup their account information and the money will be transferred to them. New Resource Bank is not affiliated with Dwolla and can not endorse their products, but we have tested it and it worked!  SquareCASH is tied to debit cards and is an app for phones and tablets, once setup, it’s quick and easy to send money to anyone.

  • How do I switch from paper to online statements?

    Once you’re in online banking, click on statements in the accounts section in the left navigation panel. A new window will open and you will be provided a disclosure asking you to agree to receive your statements electronically. By accepting this disclosure and enrolling in the online statement service, your account will automatically be switched to e-statements and paper statements will no longer be generated.

  • How do I see more than just my recent transactions?

    The system will default to displaying the most recent 50 items. You can change the default to more items or a certain number of days by going to account preferences. Additionally, when you’re on the “history” screen, you can request more items by clicking on the “Search” button and choosing “Range of Dates” then enter the range of dates you’d like to display and click the green “submit” button.