First National Bank Alaska switches to new online banking; customers must update app

First National Bank Alaska moved its personal and business customers to a new online and mobile banking system at 8 am Monday, and customers have some setup to do before everything works the way it did.

Personal customers must update the bank's app to get into their accounts, and links to outside services may take up to a week to reconnect, the bank says.

The bank tells customers to turn their account alerts back on, double-check Bill Pay payees and Zelle payments, and disconnect and reconnect Quicken or QuickBooks.

Business customers must delete the old business app and log in to the new one. Administrators should review every employee's permissions, because some ACH permissions work differently on the new system. The cutoff for domestic wires moved from 2 pm to 1 pm.

Some customers with loans or lines of credit that were recently renewed or had their rates adjusted won't see every transaction on the accounts screen. The bank said the history appears in online statements and it is working on a fix.

The switch took some services offline over the weekend. Bill Pay and Zelle went down Thursday evening, and transfers, the mobile app and the separate business app went offline Friday night. ATMs, phone banking, cards and digital wallets stayed available, and scheduled payments were to go through.

The bank's contact center, at 907-777-4362, is open 6 am to 11 pm through Friday and 7 am to 11 pm Oct. 26-30, with regular weekend hours. Branches are keeping their regular hours.

The bank also warned that fraudsters look for chances like this one. It says it will never call or text asking for a one-time passcode, username or password.