Important Notice: It's here: The New Online and Mobile Banking Platform! More Info. Información Importante – Ya esta aquí: La Nueva Banca Móvil y Banca en línea! Más Info.

BanesBlog

Banesco USA’s New Online Banking Platform FAQ

By Luz Padron
Published on September 30, 2019

We are upgrading your BanescOnline and BanescoMobile to provide a better user experience and enhanced functionalities to manage your finances. While we are very proud and excited to offer an enhanced platform, we understand that any change can be challenging at first.

Your Banesco USA team is here to help answer any questions about the new BanescOnline and BanescoMobile you may have.

Visit our BanescOnline section For You or For Your Business on our website to access instructional videos

Check out our FAQs:

BanescOnline FAQ

  • How long will the recipient have to accept funds via "Send Money"?

    The recipient (receiving person) will have 9 calendar days to accept the funds. In case they do not, the funds will automatically be returned to the sender's account on the 10th day.

  • How will the recipient receive the funds via "Send Money"?

    The recipient will receive either a text or an email stating they were sent money. If the recipient has a participating bank account, then the funds will be instantly deposited into the account. Otherwise, the recipient will be promoted to deposit the funds into a US bank account which funds may take 2 to 3 business days to be deposited.

  • About Symantec VIP Access Security Token

    Symantec VIP Access helps protect your accounts and your identity by requiring a higher level of security when you conduct online transactions. To use the Symantec VIP Access, launch the Symantec VIP Access application from your mobile phone, and note the unique security code. Then, sign in to participating online banks and merchant sites from your desktop or your mobile browser with your user name, password, and the unique security code. Symantec VIP Access generates a new security code automatically every 30 seconds.

  • How do I download Symantec VIP Access App? (AKA Security Code/Token)

    Visit this website and click on download https://vip.symantec.com/

  • How do I use Symantec VIP Access App?

    The first time you use the Symantec VIP Access App you will have to enter two different codes after entering your Login credentials in the online banking platform. After enrollment, you will have to enter one code when you access from new devices and on occasion for sensible transactions. Visit this link for a step by step login video on how to use it. https://www.banescousa.com/personal/services/banesconline/

  • My security code does not work. What should I do?

    The VIP Access application may have gotten out-of-sync with the time server. Make sure that your device has the right date and time configured. Relaunch the application if you have recently changed or corrected the Date/Time.

  • Can I Edit a Drafted Transaction?

    Draft transactions can only be Cancel or Approve.  Users can copy a drafted transaction and then make any necessary changes before drafting it.

  • What does it mean to register the browser during Login?

    This is a security feature that allows the user to register the browser, so authentication is not required every time the suer access to BanecOnline from the same browser/computer.  This is not recommended when a user is accessing BanescOnline from a public computer.

  • How often will I be asked to verify my account using my phone?

    You can expect to be prompted during first time enrollment, when you use a new device or location to access your accounts.

  • How can I update my Contact Information?

    You can update your contact information at the account level in the new BanescOnline and BanescoMobile by going to “Contact Information” in the “Settings” section.

  • How can I change the language in the system?

    The new BanescOnline and BanescoMobile is  supported in English and Spanish; in Portuguese by end of 2019. To change the language, go to “Language & Themes” in the “Settings” section.

  • Will my account alerts remain the same?

    Account alerts will not automatically convert to the New BanescOnline and BanescoMobile. The new platform comes with enhanced alerts to provide you with additional security features.

  • Will I be able to order checkbooks?

    Yes, you will be able to order checks through the new BanescOnline and BanescoMobile.

  • How can I add my External Accounts (accounts outside Banesco USA)?

    You can use the “Add External Accounts” functionality within “Settings” to add your accounts in other financial institutions. You will be walked through the process.

  • How can I send money to a third party?

    The new BanescOnline and BanescoMobile include a convenient and fast way to send money to a third party. You can use the “Send Money” option under “Transfer & Pay” for small payments, up to $1,000 per day (24 hour period). Funds are transferred almost real time.

  • How can I transfer money within my Banesco USA Accounts or External Accounts?

    You can use the “Funds Transfer” option under “Transfer & Pay” to transfer money within your Banesco USA Accounts or External Accounts.

  • How can I transfer money to an existing Banesco USA Account Holder?

    The New BanescOnline and BanescoMobile include an easy and convenient way to transfer money to another Banesco USA account holder. You can use the “At Banesco USA” payment option under “Transfer & Pay”.

  • Will my existing Recipients be transferred?

    Yes, your Recipients will be transferred to the New BanescOnline and BanescoMobile.

  • Will my existing Wire and ACH templates be transferred?

    Yes, your Wire and ACH templates will be transferred to the New BanescOnline and BanescoMobile.

  • Will my previously scheduled or reoccurring transfers convert to the new System?

    Yes, all previously scheduled or reoccurring transfers will be converted to the new BanescOnline and BanescoMobile. You can see your Recurring Transaction in “Online Activity”.

  • Will my existing External Accounts be transferred?

    Yes, your external accounts will be transferred to the New BanescOnline and BanescoMobile.

  • Will my previously scheduled Bill Pay payments set up convert to the new system?

    Yes. Your scheduled online bill payments will convert automatically and will pay as planned.

  • Will I still be able to pay bills online?

    The new BanescOnline and BanescoMobile comes with an enhanced and more integrated Bill Pay functionality. All your Bill Pay payee list should be transferred. During the transition to the new BanescOnline and BanescoMobile, you will not have access to your Bill Pay after 8:00 AM (EST) on Tuesday October 1st, 2019 so please plan accordingly.

  • Will I lose my archived eStatements?

    No. You will have access to your archived eStatements from the date enrolled in eStatements through the new BanescOnline.

  • Where can I access my eStatements?

    eStatements can be accessed under “Services” and then select “Statements”. If you are not enrolled in eStatements, you can set “Statement Delivery” preferences under “Services”.

  • In the “Search” functionality, can you search for a check number?

    Yes, you can use the “Search” functionality to find a check number or other information. You could also find a transaction associated with a check number by using the “Filters” functionality.

  • Can I manually add pending transactions? For example, if I wrote a check, can I add that to pending transactions?

    No. All information is pulled directly from Banesco USA’s core banking system. For the example, for a check, the transaction will show when the check is cashed.

  • Can I still export transactions?

    Yes, under the specific account, you can choose the “Export” option and download transactions in multiple file types.

  • Will the pending transaction be subtracted from the account balance?

    Yes, it will.

  • Do the recent transactions include pending transactions?

    Yes. In the “Transaction” section, pending transactions will be in Red.

  • Will I still have the option to view all transactions like before?

    Yes, you will be able to see transaction activity at the account level and apply multiple filters to see transactions such as “Date”, “Description”, “Amount” and many others. Also, you will be able to see your e-statements under “Services".

  • How long does a Secure Access Code (SAC) last?

    Each Security Access Code (SAC) last 15 minutes.

  • Can I rename my accounts?

    Yes, please select “Options” within specific account tile you would like to rename and then choose “Nickname Account”. From there, you can type in the desired custom account name.

  • Is there any way to hide accounts if a user does not want to see?

    Yes, you have two ways to hide accounts: 1. By clicking at the specific account and then selecting the “Details” section, you can choose the desired Account Visibility settings. 2. Under “Settings”, select “Account Preferences” and then choose the specific account you want to change the Account Visibility settings.

  • How do I differentiate between debit and credits when looking at my transactions at the account level?

    Debit amounts show between parenthesis while Credit amounts show without parenthesis.

  • I received two text messages with Secure Access Codes (SAC). Which one do I use?

    If you have received multiple secure access codes via SMS, use the most recent one you received.

  • Where do I get the Security Codes?

    You can get the Security Codes through the BanescoToken App, VIP Access you use in the current BanescOnline. In case you change your smartphone recently, please contact us at 1-888-228-1597 or via email at customerservice@banescousa.com.

  • Are Passwords or Login ID case sensitive?

    Passwords are Case Sensitive however Login IDs are not.

  • What if I have never registered for Online Banking?

    You can register to the new BanescOnline at Banescousa.com and you will be walked through the steps.

  • How do I access my online banking when using my smartphone?

    You will need to download the new Banesco USA mobile app through the App Store or Google Play. (The new App will be available on Oct 8, 2019.) Also, please delete the old App from your smartphone.

  • What if I forgot my password?

    You will be able to use the “Forgot Password” functionality in our new BanescOnline and BanescoMobile at Banescousa.com. If you don’t remember your password, use the change password functionality instead of guessing the password as you may block your account.

  • What do I use for my Login ID and Password the first time I log into the new BanescOnline?

    Your Login ID and Password will be the same you currently have. The new platform will then prompt you to update your Password.

  • How do I access the new BanescOnline?

    You will be able to access the New BanescOnline at Banescousa.com at 9 AM on October 8th, 2019.

  • What is the Online Banking upgrade schedule

    We are upgrading our BanescOnline and BanescoMobile experience on Tuesday October 8th, 2019. You will not have access to your Online Banking accounts through BanescOnline or BanescoMobile on Monday Oct 7th after 1:00 PM (EST). Access to your New BanescOnline at Banescousa.com will be restored by 9:00 AM on Tuesday, October 8th, 2019.  

  • More Questions?

    Contact our Client Care Center at 1-888-228-1597 or via email at customerservice@banescousa.com

    Alert

    Options:

    Time Preference (USA EST Time):
    9:00am - 9:30am
    9:30am - 10:00am
    10:00am - 10:30am
    10:30am - 11:00am
    11:00am - 11:30am
    11:30am - 12:00pm
    12:00pm - 12:30pm
    12:30pm - 1:00pm
    1:00pm - 1:30pm
    1:30pm - 2:00pm
    2:00pm - 2:30pm
    2:30pm - 3:00pm
    3:00pm - 3:30pm
    3:30pm - 4:00pm
    4:00pm - 4:30pm
    4:30pm - 5:00pm

    We will reply Monday through Friday between 9:00 am and 5:00 pm.