A New Digital Banking Experience

Why did Tower change its Digital Banking platform?
As part of our commitment to provide a smarter digital experience, we've refreshing our online banking and mobile app with a new design and helpful new features.

Is my member number changing?
No, your Tower member number is not changing.

What do I need to know about my first time logging in to the new platform?
Before you login to the new platform for the first time—if you are using our mobile app—be sure that you have downloaded the latest app version on or after July 16, 2024. 

First-time login to the new platform will require authenticating your account using multi-factor authentication using a contact phone number that is already listed on your account. After you successfully authenticate your account, you can change your authentication method in Settings. (For example, you can change to SMS text authentication or an authenticator app.)

Which browser and devices are supported?
We encourage you to use the latest version available for the browser of your liking on your desktop or laptop computer. In addition, all Android and iOS devices are compatible with our online and mobile banking experience.

Will I lose access to any current features?
No, you'll continue to have access to the same great tools and features that you already have. While the initial starting point and navigation will be modified, the steps and processes to complete a transaction are largely the same.

Do I need to re-enroll or change my password?
You will not need to re-enroll. Log in by simply entering your current username and password. You will receive a prompt to reset your password. Feel free to keep your current password as long as it meets system requirements, as we may require stronger password complexity to keep your personal information safe.

What are some key differences and how will I benefit?
An enhanced accounts experience including viewing any accounts from financial institutions currently established on your account under the new Accounts page. Simplified navigation to quickly find the tools and information you need instead of searching for the right component.

A new financial management tool. Budgeting through Money Management has been replaced by new financial management tools that will give you a complete picture of your finances. Connect your account data from other financial institutions to enable summary displays to help achieve your savings goals and analyze your spending.

A refreshed Bill Payment experience is available in the new Digital Banking platform; it just looks a little bit different and has some NEW features! Existing payees/contacts and any scheduled payments will not be affected.

• Rush payment delivery now available.
• Ability to use multiple checking accounts to pay bills.

Enhanced real-time alerts delivered throughout the day or night. Choose how and when information is delivered.

More self-service debit card options.

Will my current username be the same in the new system?
Yes! Your current username will transfer to the new system. You can change it anytime thereafter if you wish.

Can I still manage my accounts with text banking via SMS codes?
No, text banking using SMS codes is no longer offered. Information you currently request via SMS code will be available by logging in to your account on a browser or in the app.

What else will I need to log in to my account?
Enrollment in multi-factor authentication (MFA) is common practice when accessing your accounts across various mobile apps and online platforms. When you log in the first time in the new system, you will be prompted to receive a MFA code to one of your contact phone numbers that is already listed on your account.

Additionally, our new optional Digital ID service in the mobile app allows our Member Service Center to confirm your identity by phone.

What items will I need to set up again in the new platform?

The following will need to be set up again in the system:

• If you previously designated Shared Access Users (or secondary users/subusers) on your account, they will need to be re-added to your accounts after the conversion. To confirm if you have designated any secondary users on your account, log in to Digital Banking and go to Additional Services, then Share Access with Others. Please notify any secondary users prior to the conversion that you will need to add their access on the new system.
• Accounts alerts will need to be re-set up by clicking Settings in the upper right-hand navigation bar and selecting Alerts.
• Card alerts and controls will need to be re-added by selecting Card Services then Card Management, Manage card, and Alerts and Controls.
• Accounts hidden on the old platform will show in our New Digital Banking. To re-hide using our mobile app, go to More/Settings/Accounts, select the account card, then toggle "HIDE THIS ACCOUNT." To re-hide in online banking, go to Help & Support > Settlings and click on the pencil to edit, then click Hide This Account.

When should I log in to the new Digital Banking platform?
When accessing Digital Banking during the first week after launch, you may want to consider delaying your initial login to avoid longer than normal wait times if phone support is needed.

Do I need to re-download the app to receive the new update?
If you're an Apple user, you will simply need to update the app after conversion. If auto app update is enabled, the app will automatically download when available.

If you're an Android user, you will need to download our new app version from Google Play. Once downloaded, delete the old app to avoid any confusion.

What new debit card services are available in the new platform?
More self-service options are available, including setting or resetting your PIN, card activation and ability to report lost/stolen cards.

What check services are available in the new platform?
Check orders can be placed in Online Banking only—not through the App. Stop Payments will be available under Account Services, then Check Services.

Where can I find my account numbers on the new platform?
Your account number can be found in Digital Banking by clicking on the account in the Dashboard, then clicking on the eye icon to unhide the full account number. In the App, go to Show Details after clicking on the account.

When should I use the "Forgot Password" option?
If you are an existing Digital Banking user and are attempting to log in for the first time to our new platform, but are experiencing issues, please contact us for assistance. The "Forgot Password" tool can be used after your first successful Digital Banking login to the new platform.

Digital ID serves as your electronic identity card that allows our Member Service Center to confirm your identity through our mobile app. When optional Digital ID in the mobile app is enabled, we will verify anyone trying to access your account through a push notification sent via our mobile app to authenticate your identity. To participate in this service, after downloading our mobile app, go to settings and choose Digital ID. Be sure to also enable push notifications in your device settings.

First-time login to the new platform will require authenticating your account using multi-factor authentication using a contact phone number that is already listed on your account. After you successfully authenticate your account, you can change your authentication method in Settings. (For example, you can change to SMS text authentication or an authenticator app.)

Am I able to see all of my debit cards in Card Management?
Yes. Primary account owners have access to manage any of their debit cards. This includes cards on your own account and cards you may have for any other member accounts.

Why can't I edit or cancel a scheduled transfer from the Transfer tab?
If you're having difficulty and want to change or cancel any of the automatic payment transfers listed under Scheduled Transfers, just give us a call at 866-56-TOWER and we can help.

I use Quicken or Quickbooks. How can I reconnect my account?
To reconnect your Quicken or Quickbooks information to our new Digital Banking platform, you should first go into your Quicken account and disconnect from our previous Digital Banking platform. From there, you will be able to reconnect to the new Digital Banking platform. Direct Contact and Express Web Connect will not be supported after the conversion.