FAQ Accordions

Your accounts will be transitioned to CrossFirst Bank's systems, including our digital banking platform, on Monday, November 6, 2023.

Yes. You will temporarily lose access to online and mobile banking beginning Friday, November 3, at 3:00 p.m. MST (mobile deposit will be unavailable beginning at 11:00 a.m. MST) until Monday, November 6, at 7:00 a.m. MST while we upgrade your accounts to the new platform.

Your User ID and Password will remain the same as they are today in most cases. If your account requires a new User ID for security purposes, we will reach out to you with the updated information.

If you have more than one user account, you will sign into each account separately, as you do today. If you have separate personal and business user accounts today, there will be one mobile app in the new system and you will use the applicable User ID for the account(s) you are accessing.

If you are unsure what your current User ID is, it can be viewed under your profile or you can click "Forgot Password" on the login screen to reset it before Friday, November 3, at 3:00 p.m. MST.

Online banking is built to support a wide range of computers and mobile devices. Minimum requirements to use online banking include:

• For desktop computers, Microsoft Windows 10 or Mac OS X 10.10 with a supported PC or Mac.
• Supported browsers for desktop computers include the current and previous two versions of Google Chrome, Mozilla Firefox, Microsoft Edge, and Safari.
• The mobile app requires Android 5.x and later or iOS 10.x and later.
• Fingerprint login is only supported on eligible Android devices. Touch Authentication is only available on eligible Apple iOS devices. Your User ID will be required the first time the system is accessed.
• Mobile deposit requires a mobile device with a rear-facing camera with a 5 megapixel or higher resolution.

You will be able to log in to the new Digital Banking any time after 7:00 a.m. MST on Monday, November 6, 2023.

1. Go to www.crossfirstbank.com to log in. If you previously had the login link saved in your favorites, it will no longer work. Please delete the old and save the new link. If you are logging in through the mobile app for the first-time, see the section below.

2. Enter your current User ID. If you were one of the few select users who received a new User ID, you will need to use that for your first-time log in.

3. You will be prompted to select how you would like to receive your Secure Access Code (either via voice call or SMS text message).

4. After you enter your Secure Access Code, you will be prompted to review your personal details and select Submit Profile. Please note, the information on this page cannot be edited.

5. Next you will be prompted to change your password.

6. Read and Accept Terms and Conditions for Digital Banking.

8. After acceptance, you have successfully logged in and are ready to access the next level of digital banking.

Our new digital banking platform will have one app! Please be aware that if you have more than one login and you are using biometrics (fingerprint, facial recognition, etc.) to login from a trusted device, you will want to make sure you are logging into the desired account.

iPhone Users:

• You will need to delete the old app and download the new app. Search CrossFirst Bank in the app store to find the new app and select "get".

Android Users:

You will need to delete your old app and download the CrossFirst Bank app in Google Play.

• On your phone, use the Play Store app
• On your computer, go to play.google.com
• Search “CrossFirst Bank” and click "install".

Statements and check images will not be immediately available in the new system. If you require copies of statements or check images, it is recommended you download them before November 3.

Up to 90 days of transaction history for your deposit accounts will be available in the new platform. History for loan accounts will not be available in the new system.

Bill Pay will be unavailable beginning Monday, October 30. It will be available through CrossFirst Bank's digital banking platform beginning Monday, November 6, 2023.

For Personal Bill Pay, payees, payment history, and automatic payments will transfer to the new system. We recommend you review and remove unused payees prior to Monday, October 30, 2023.

For Business Bill Pay, you will need to re-establish your Bill Pay activity in the new system once it's available on November 6, 2023. Your account cannot be automatically transferred.

The new system features additional account alert options. To view and manage your alerts, go to Settings > Alert Settings.

One of the enhanced features in the new system includes expanded card control capabilities. View and enable your card controls per your preferences by selecting Account Service > Card Controls.

Beginning Monday, November 6, 2023, your new routing and transit number is 101015282. Continue to use your existing Canyon Community Bank checks and deposit tickets until depleted, unless you are specifically notified otherwise. When ordered through CrossFirst Bank, new check orders will be updated automatically.

Incoming wires sent to the old Canyon Community Bank routing number will be rejected by the Federal Reserve and will not post to your CrossFirst Bank account following a 90-day grace period. We recommend updating your incoming wire contacts with the new information soon after November 6 to avoid any issues.

Silver 55 Checking will transition to our Private Banking Account, which features numerous banking benefits you will appreciate. You can view details of the account here. To mirror the benefits of your current Silver 55 account as closely as possible, we are waiving the standard monthly maintenance fee for current Silver 55 Checking accountholders.

Business users will need to re-establish recurring/scheduled transfers once the new system is available. We suggest you take screenshots of the transfer activity currently in place to make the process easier. You can obtain this information by selecting Transfers and Payments and then Manage Next Scheduled Requests.

Your templates will be automatically transferred into the new platform, however your recurring activity will not transfer into the new system and the history will not be available. Therefore, you will need to re-establish all recurring activity and we recommend you take screenshots before November 3, to make your efforts as easy as possible. We also recommend that you review and delete inactive templates prior to November 3, for a clean start in the new system. Note that there is a difference in terminology. Your ACH entries and Wire Beneficiaries will now be referred to as "Recipients." Additionally, you can have one recipient that may be used for both ACH and/or Wires in the new platform.

Clients who originate ACHs will locate their ACH return/NOC reports within the "ACH/NOC & Positive Pay Center" under the Business Services tile.

For more details on ACH, visit our video library.

Your templates will be automatically transferred into the new platform, however your recurring activity will not transfer into the new system and the history will not be available. Therefore, you will need to re-establish all recurring activity and we recommend you take screenshots before November 3, to make your efforts as easy as possible. We also recommend that you review and delete inactive templates prior to November 3, for a clean start in the new system. Note that there is a difference in terminology. Your ACH entries and Wire Beneficiaries will now be referred to as "Recipients." Additionally, you can have one recipient that may be used for both ACH and/or Wires in the new platform. For more on this, visit our video library.

Outstanding issued checks will be automatically pulled into the new platform. If you import checks, you can use the same file format as you do today. If you use ACH Positive Pay, your existing ACH authorization rules will be imported into the platform automatically.

Exceptions will generate in the new platform on Monday, November 6. You will need to login that Monday to check for any exceptions from the previous business day. Positive Pay is located under Business Services. Select "ACH/NOC & Positive Pay Center." Exceptions can be made directly from that screen. Select "Launch Advanced Options" to launch the full site where you will find additional features. You will continue to receive the two Exception Decision Alerts. The deadline for both ACH and Check Positive Pay is 3:00 p.m. CT.

Today, users with Positive Pay permissions may have differing Positive Pay access at the account level. The user may be able to decision exceptions only on one account and import checks only for another account. In the new platform, Positive Pay permissions at the user level are uniform across accounts. Users will have all the permissions they have today within Positive Pay, those permissions will just apply toward all the accounts they have access to.

Click here to view our Positive Pay User Guide or visit our video library for additional information.

Most third party connections will require reauthentication using your updated login credentials after the new system is live on Monday, November 6, 2023. This includes money management software such as QuickBooks® and Quicken®, ERP systems, financial software, and more. Any third party integrations with direct connections may experience temporary data load issues/delays. Please re-link your accounts and update your login credentials to refresh the data. Your third party may need to be involved if you are unable to re-link and refresh your data successfully.