August 5, 2022 | 7:33 P.M.

Is Online & Mobile Banking available?

Yes, both Online Banking and the VyStar mobile app are available  

  •  The new Online Banking platform is available and accessible via your computer, tablet or mobile device at online.vystarcu.org.   
  • The updated VyStar Mobile App is available for your phone on the App Store or Google Play Store. 

There are some simple steps to help you get started: 

  1. Remove previous app versions (including the ‘white’ and ‘blue’ icon) from your phone.  
  2. Go to App Store or Google Play Store and install the updated VyStar Mobile app.  
  3. Shutdown your phone and restart it. 
  4. Open your VyStar App and log-in. 

Within Online & Mobile Banking, you are able to: 

  • View your account balance and recent transactions 
  • Complete Internal and External Transfers, including member-to-member (AIR) transfers, Recurring Transfers and one-time Scheduled Transfers 
  • View statements 
  • Schedule and pay bills 
  • Send money to friends and family using Zelle® 
  • And more 
How do I get started if I’m new to Online & Mobile Banking with the new Online & Mobile Banking?   

If you are new to VyStar’s Online & Mobile Banking, it is easy to get started.  

  1. Navigate to the login page or open the VyStar Mobile app.    
  2. Select Enroll in Online Banking.    
  3. Fill out your Member Information.    
    *You’ll need your Member Number, Social Security Number/Tax ID, Savings Account and Zip Code.    
  4. Accept terms and Continue.    
  5. Create a new Username and Password.    
  6. Verify Identity with a one-time passcode and Go to Dashboard.    
  7. Mobile app users will also be prompted to set up Biometrics (fingerprint & facial recognition).    

We’ve put together a how-to video to walk you through this process. 

Once these steps are completed, you will receive an email to confirm you were successfully enrolled. You also have the option to change your username and password. 


Third Party Applications

Am I able to link my VyStar account to QuickBooks, Intuit Mint or Quicken? 

As of August 5, 2022, VyStar accounts can be linked to QuickBooks Online, Quicken and Intuit Mint. 

Please note: At this time, VyStar accounts can only be linked with QuickBooks Online, not the QuickBooks desktop application. Our teams continue to work on restoring functionality with the QuickBooks desktop application. 


Mobile Banking

How can I access the new VyStar Mobile App?  

You can download the app from the App Store or Google Play Store on your phone. 

  1. Remove previous app versions (including the ‘white’ and ‘blue’ icon) from your phone.  
  2. Go to the App Store or Google Play Store and install the updated VyStar Mobile app.  
  3. Shutdown your phone and restart it. 
  4. Open your VyStar App and log-in.
On my Android phone I am experiencing a ‘307 Error’ or having trouble staying logged-in. 

Please make sure you have downloaded the latest version of the VyStar Mobile app from the Google Play Store. If you need to update your app, you will see an “Update” button next to the app name in the Google Play Store. Once you have downloaded the latest version of the app, restart your phone, open the VyStar app and log in. 

 

When I try to log into the VyStar Mobile app, I get an error message that says “Mobile Banking is experiencing temporary issues as we work on updates and enhancements. We apologize for the inconvenience and will be back as quickly as possible.” How can I log in?  

To use the new app, it will be necessary for you to follow these instructions: 

  1. Remove previous app versions (including the ‘white’ and ‘blue’ icon) from your phone  
  2. Go to the App Store or Google Play Store and install the updated VyStar Mobile app.  
  3. Shutdown your phone and restart it 
  4. Open your VyStar App and log-in 

 What’s different about the new VyStar Mobile app?  

There are some noticeable changes to the Accounts Dashboard and Account Details offered in the new Online & Mobile Banking platform. Some of the new or enhanced features include:  

  • Bill Pay/External Transfers to loans
  • Improved Zelle® capabilities, including contact import
  • Mobile check deposit
  • Detailed and customizable transaction alerts
  • And more

 

In addition, using the new mobile app, you can quickly view and access your accounts in one place and enjoy many of the same features available on our Online Banking platform.  


External and Internal Transfers and Making Payments

Are Internal Transfers available?

Internal Transfers between your VyStar deposit accounts and your VyStar loans and credit cards are available through Online Banking at online.vystarcu.org and through the VyStar Mobile app (available for download in the App Store and Google Play Store).

To complete an Internal Transfer within Online Banking: 

  • Select the “Pay & Transfer” drop-down menu and click on “Internal Transfer.”  
  • Enter the “from account” and “to account” from the list of accounts.   
  • Input the amount you would like to transfer.   
  • Click continue and you will see a message indicating whether your transfer was successful.    
  • To check the status of your transfer, tap “Transfer History” under the Internal Transfers menu. 

 

To complete an Internal Transfer within the VyStar Mobile app: 

  • Select the “from account” and “to account” from the list of connected accounts.
  • Enter the date or select it from the calendar.
  • Tap continue and you will see a message indicating whether your transfer was successful. 
  • Tap “Done.”
  • To check the status of your transfer tap “Transfer History” under the Internal Transfers menu.

 

Are member-to-member (AIR) Internal Transfers currently available? 

As of August 5, 2022, AIR transfers are available in Online & Mobile Banking.  

 

What are the ways I can pay my VyStar loans or credit cards? 

If you have a VyStar deposit account, you can make VyStar loan and credit card payments online and offline through the following methods:  

  • Internal Transfer from your VyStar deposit account to your VyStar loan or credit card (see above for instructions)  
  • Make a VyStar Payment. To use Make a VyStar Payment, click this link to access the online bill payment portal. Enter your information into the required fields and click “Continue.” 
  • By Bill Pay. To access Bill Pay in Online & Mobile Banking, select the “Pay & Transfer” drop-down menu and select “Pay Bills.”   
  • Magic*Touch. Our automated phone service is available 24/7 by calling 904-777-6000 or 800-445-6289 (Option 0). To use this service, members must have their member number and a Magic*Touch PIN. Additional information (including menu options and how to enroll in Magic*Touch) can be found here. For Spanish, dial 888-978-2728 or 904-594-5483.  
  • Visiting our ATM and branch locations 
  • Calling our Contact Center at 904-777-6000 or 800-445-6289, which is available every day, excluding holidays, from 7:00 a.m. to 7:00 p.m. EST.  
  • By mail. You can mail payments to the address listed on your statements. 

To pay with a non-VyStar deposit account: 

  • You can use External Transfers to transfer money from your non-VyStar deposit account to your VyStar loan (External Transfers are temporarily unavailable for payments on VyStar credit cards): 
    • Log-in to Online Banking via online.vystarcu.org  
    • From your Account Dashboard, select the “Pay & Transfer” drop-down menu and select “External Transfer”  
    • Select the “to account” and the “from account” from the list of connected accounts.  
    • Enter the date of the transfer or select it from the calendar.  
    • Type the amount of the transfer, then click “Continue.” You should see a transaction confirmation.  
    • Click “Done.” For video instructions, click here.  
  • Make a VyStar Payment. To use Make a VyStar Payment, click this link to access the online bill payment portal. Enter your information into the required fields and click “Continue.”  
  • By mail. You can mail payments to the address listed on your statements. 
  • Using the Access Point credit card site: 
    • After signing into Online Banking, click the credit card you would like to make a payment for on the Account Dashboard. 
    • Access Point will be displayed with the credit card you selected in Online Banking. (Note: if you’ve never used Access Point before, you will need to complete a short registration) 
Will loan payments made by internal transfer post immediately?  

In most cases, loan payments made via Internal Transfer will post immediately. However, as with the prior online & mobile banking platform, loan payments made on Sundays or banking holidays will be posted the next business day.

 If the Internal Transfer is made on a Sunday or banking holiday, it will appear on the “Transfer History” page and your account balance will update in real time. Your loan account will show accurate account details, including the loan balance, last payment amount, principal amount and next payment date and amount) in real time. However, the transfer will not post to the loan account transaction list until the following business day.

 

Can I schedule future or recurring Internal Transfers?

As of August 5, 2022, members can make one-time Scheduled or Recurring Transfers within Online & Mobile Banking.  Please note: One-time Scheduled Transfers will appear on the "Scheduled Transfers" screen as a weekly occurrence. The weekly designation will fall off of the "Scheduled Transfers" screen after one week. The transfer will only be completed once. 

Please note: One-time Scheduled Transfers to credit cards are not available at this time. 

For instructions on one-time Scheduled or Recurring Transfers within Online & Mobile Banking, visit our how-to page.  

 

Can I make Internal Transfers between loans?

As is standard industry practice, you cannot make an Internal Transfer from one loan to pay another, separate loan.

 

Can I pay off the entire balance on my Home Equity Line of Credit (HELOC) through an internal transfer?

 While you can make Internal Transfers online to pay down your HELOC, HELOCs currently cannot be paid off to a balance of $0 online. In the meantime, if you wish to pay your HELOC to a $0 balance, you can do one of the following:

  • Bill Pay. To access Bill Pay in Online & Mobile Banking, select the “Pay & Transfer” drop-down menu and select “Pay Bills.”
  • Using Make a VyStar Payment. To use Make a VyStar Payment, click this link to access the online bill payment portal. Enter your information into the required fields and click “Continue.”
  • Magic*Touch. Our automated phone service is available 24/7 by calling 904-777-6000 or 800-445-6289 (Option 0). To use this service, members must have their member number and a Magic*Touch PIN. Additional information (including menu options and how to enroll) can be found here. For Spanish, dial 888-978-2728 or 904-594-5483
  • Visiting our VyStar ATMs and branch locations
  • Calling our Contact Center at 904-777-6000 or 800-445-6289, which is available every day, excluding holidays, from 7:00 a.m. to 7:00 p.m. EST
What are the ways I can pay non-VyStar loans and credit cards from my VyStar checking account? 

There are several online and offline options available to make payments from your VyStar checking account to non-VyStar loan and credit card providers, including: 

  • By Bill Pay. To access Bill Pay in Online & Mobile Banking, select the “Pay & Transfer” drop-down menu and select “Pay Bills.” 
  • Calling your non-VyStar loan and/or credit card provider to provide payments via your VyStar Debit Card or ACH over the phone (availability may vary by provider). 
  • Visiting the website or mobile app of your non-VyStar loan and/or credit card provider to provide payment via your VyStar Debit Card or Account ACH (availability may vary by provider). 
  • Mailing payment via VyStar check to non-VyStar loan and/or credit card provider via instructions provided in the provider’s statement. 
Can I use external transfers to move money from my VyStar deposit account to a non-VyStar deposit account? 

Yes, you can use External Transfers to move money from your VyStar deposit account to a non-VyStar deposit account. 

  • External Transfer to your VyStar loan: 
    • Log-in to Online Banking via online.vystarcu.org or to Mobile Banking through your updated VyStar mobile app
    • From your Account Dashboard, select the “Pay & Transfer” drop-down menu and select “External Transfer”  
    • Select the “to account” and the “from account” from the list of connected accounts.  
    • Enter the date of the transfer or select it from the calendar.  
    • Type the amount of the transfer, then click “Continue.” You should see a transaction confirmation.  
    • Click “Done.” For video instructions, click here.  

Fees and Credit Bureau Reporting

Is VyStar waiving/refunding any fees incurred by VyStar members as a result of the conversion to the new Online Banking platform?


VyStar proactively refunded fees that it charged members from May 14 through June 9 as a result of the Online & Mobile Banking conversion, including for Non-Sufficient Funds (NSF), Overdraft and Courtesy Pay, Credit Card, Wire, Consumer and Commercial Loan late fees. Effective Friday, June 10, we are no longer proactively refunding such fees.  

Please do not hesitate to contact us through our Contact Center (at 904-777-6000 or 800-445-6289, which is available every day, excluding holidays, from 7:00 a.m. to 7:00 p.m. EST) or a VyStar branch if: 

  • You have incurred VyStar fees between May 14 and June 9 for which you believe you are entitled to a refund that you have not yet received; or 
  • You wish to discuss an individual situation or concern regarding fees that you incur after June 9

 

What if I was charged a fee from another organization as a result of the conversion to the new Online Banking Platform? 

In the event you have incurred a fee assessed by another organization which you believe was as a result of VyStar’s Online & Mobile Banking conversion, please submit your request for the fee to be considered for reimbursement using this form. Our Member Solutions Team will review your request and you will be notified whether your request was accepted or denied. Please note: Completion of this form does not guarantee reimbursement.  

Additionally, should you face a financial hardship making a VyStar loan payment as a result of VyStar’s Online & Mobile Banking conversion, please visit our Skip A Payment webpage.  

 

What third-party fees are eligible for consideration for reimbursement? 

All fees, including general fees (such as late, non-sufficient funds, returned check and over-the-limit fees)  assessed as a result of a member’s inability or difficulty accessing the Online Banking system between May 14 and June 9, will be considered. Please note: Completion of this form does not guarantee reimbursement.  

 

What happens after I submit the form for reimbursement of a third-party fee?  
  1. Once you submit a completed form, a message will be displayed confirming that your request was successfully submitted.  
  2. Your completed form and the documentation you provide will be shared with our Member Solutions Team. 
  3. A copy of your submitted form will also be sent to the email address that you have provided on the form. 
  4. The Member Solutions Team will review your request to make a determination regarding your request. You will be notified at the email address you have provided on the form whether your request was approved. 
  5. For approved requests, reimbursements will be deposited into your primary savings account. If you do not have a primary savings account with VyStar, a check will be mailed to you at the address you have provided on the form. 

How is VyStar reporting loans and credit cards to the credit reporting agencies in light of the Online Banking outage? 

Members’ deposits, withdrawals, and the processing of transactions conducted via phone, wire, check, in branch, or via third- party biller payment systems (including automatic withdrawals set up through these systems) were not affected by the outage of the Online Banking system.  However, as a courtesy to our members, for any payments that became due on VyStar loans or credit cards between May 14 and June 6, VyStar has extended the grace period for these payments until June 10.  VyStar will not assess a late fee on these payments if made by June 10.  Similarly, provided payment is made within the grace period and the member is otherwise contractually current, the account will not be reported as late or past due in the month of June.  As a reminder, VyStar mortgage loans have a grace period until the 16th day of the month before any late fee is assessed.  

If a you have a question as to a particular account, including if you believe you have been impacted in a manner not addressed by the grace period discussed above, please reach out to our Contact Center at 904-777-6000 or 800-445-6289. 


Transactions and Statements

How can I access statements online?

Statements can be accessed in the following ways:  

Options to view Statement via Online Banking 

  1. From the Account Dashboard, look for the “more” option (three vertical dots next to the account) and select Statements
  2. Select an account, and from your Account Details page navigate to the Statements menu.
  3. Select Profile & Settings, then View Statements.

 

Options to view statements via the VyStar Mobile app 

  1. Tap the “more” menu (three horizontal dots in the bottom right-hand corner of the screen) and select Statements.
  2. From the Account Dashboard, tap the "more” option (three vertical dots next to the account) and select “Statements” from the pop-up menu.

OR 

  1. Navigate to the Account Summary screen and top the “more” option (three vertical dots next to Account Details) and select Statements from the pop-up menu.

 

How do I download statements from Online Banking? 

From a computer (desktop or laptop): 

  1. In the statements window, select “Deposits and Loan Accounts” for the account you would like to view. 
  2. View the statement you want to download. 
  3. Select the ‘Download Only’ tab at the top. 
  4. Your statement will be saved to your Downloads folder. 

OR 

  1. In the statements window, select “Deposits and Loan Accounts” for the account you would like to view.  
  2. Select the statement you want to download. 
  3. Click the ‘Print’ button. 
  4. Click the dropdown menu under ‘Printer’ or ‘Destination,’ and select ‘Save as PDF’ as the option. 
  5. Click the ‘Save’ button at the bottom of the screen. 
  6. Choose a file name and destination on the next screen and click the ‘Save’ button on that screen. 
  7. Your statement will be saved to your selected destination. 

Note: It is not recommended to use the ‘Download’ button on your screen.  

From your phone or tablet via mobile browser:  

Safari Browser on Apple Devices:  

  1. In the statements window, select “Deposits and Loan Accounts” for the account you would like to view. 
  2. Select the statement you want to download. 
  3. Tap the download button in the bottom-middle of your screen. 
  4. Select ‘Save to Files.’ 
  5. Choose your destination and select the ‘Save’ button at top. 
  6. Your statement will be saved to your selected destination. 

Google Chrome for Android Devices 

  1. In the statements window, select “Deposits and Loan Accounts” for the account you would like to view. 
  2. Select the statement you want to download. 
  3. Google Chrome will automatically begin downloading your statement as a PDF (please note, this may take several moments). 
  4. Check your download files to view your statement. 

To download statements via VyStar Mobile app:  

  1. Tap the “more” menu (three horizontal dots in the bottom right-hand corner of the screen) and select Statements.
  2. From the Account Dashboard, tap the "more” option (three vertical dots next to the account) and select “Statements” from the pop-up menu.
  3. Statements will open in your mobile browser.
    • On Apple phones:
  • In the statements window, select “Deposits and Loan Accounts” for the account you would like to view.
  • Select the statement you want to download.
  • Tap the download button in the bottom-middle of your screen.
  • Select ‘Save to Files.’
  • Choose your destination and select the ‘Save’ button at top.
  • Your statement will be saved to your selected destination.
    • On Android phones:
  • In the statements window, select “Deposits and Loan Accounts” for the account you would like to view.
  • Select the statement you want to download.
  • Google Chrome will automatically begin downloading your statement as a PDF (please note, this may take several moments.)
  • Check your download files to view your statement.

How can I view transactions online that date back several weeks or months?

Through Online Banking and the VyStar Mobile app, you can view transactions that occurred over the last few weeks. We are working to provide transaction history online for previous dates. For previous transactions, please refer to your statements, which are available online.

In addition, you can access previous transaction history by calling our Contact Center at 904-777-6000 or 800-445-6289 (Option 0 for Magic*Touch).

 

What details will be included in my transaction history? 

For new transactions that appear within the Online Banking system starting June 8, you will see transaction details, including the merchant's name, city and state (if these details are provided by the merchant).

 


Site and Mobile App Questions

Why am I automatically getting logged off Online Banking and/or the VyStar Mobile App after a certain amount of time? 

As with our previous online banking experience, there is a security setting that limits the amount of time members can be logged in to the platform to 20 minutes.  This is put into place to protect accounts and members.  At 15 minutes, you will get a ‘Session Timeout’ notice to warn you that you have 5 minutes left. 

What do I do if I am seeing a "Page Not Found" error or buttons are missing to submit my information on the log-in page?

 In the rare case that you receive an error message on the log-in page, please click your refresh button at the top of your browser window or re-attempt to log in.

 How has the Online Banking conversion impacted direct deposits? 

 Direct Deposits have not been impacted.   


Zelle®

Is Zelle® available in the new Online Banking platform and VyStar Mobile app? 

Yes, Zelle® can be accessed in the new Online Banking platform and VyStar Mobile app and used to send money to friends and family. 


Account Access Alternatives

In addition to Online Banking and the VyStar Mobile app, what other ways can I access my account information? 

You can also access and view your account information by: 

 

What can Magic*Touch be used for? 

Magic*Touch is an automated phone service available 24/7. With your member number and specific Magic*Touch PIN, you can: 

  • Check balances  
  • Transfer funds from your checking, savings or money market accounts 
  • Make VyStar loan payments 
  • Make VyStar credit card payments 

For additional information about Magic*Touch, click here

Is my Magic*Touch PIN the same as my Debit Card PIN?  

No. Your Magic*Touch PIN is not the same as your Debit Card PIN. If you do not have a Personal Identification Number (PIN) or do not remember it, please call 904-777-6000 or 800-445-6289 (Option 0) or visit a branch to enroll in Magic*Touch services. 

 

Wireless provider data and text rates may apply.

P.O. Box 45085 | Jacksonville, FL 32232
904-777-6000 | 800-445-6289