System Upgrade 10.9.21 - 10.12.21

Upgrade Timeline,banking & service availability

In order to perform the system upgrade, banking hours will be adjusted and some banking services will be unavailable as follows. Please refer to the upgrade weekend calendar below. Questions? Please contact our Customer Support Team at 978-283-0246. A dedicated Online Banking Customer Support hotline phone number will be provided on Tuesday, October 12th for all Online Banking questions and support.

 Timeline Updates - Important Information: We ask customers to check our website leading up to and during the system upgrade weekend for any notices on necessary adjustments to the above schedule. While we anticipate adhering to the schedule, adjustments may need to be made as necessary.

What do i need to do before the upgrade?

• Be Informed - Read the FAQs: All Bank offices will be closed from 4 p.m. on Friday, 10.8.21, reopening at 8:30 a.m. on Tuesday, 10.12.21. In addition, you will not have access to your accounts via Online Banking, Mobile Banking or Telephone Banking, during this time. ATM deposit, balance inquiries and transfers will not be available. ATM Card, Visa Debit Card ATM withdrawals and POS transactions are available. Take the time to understand what it taking place and what the impact may be for your customer experience.
• Need cash over the weekend? Plan ahead by visiting one of our Bank offices before 4 p.m. on Friday, 10.8.21, or visit one of our 9 ATMs for cash withdrawals during the system upgrade weekend. Visit our locations page to view our ATM locations.
• Need to make a deposit or loan payment over the weekend? All Bank offices will be closed from 4 p.m. on Friday, 10.8.21, reopening at 8:30 a.m. on Tuesday, 10.12.21. If you don't want to hold onto your deposit or loan payment until Tuesday, make use of the Bank's Night Depositories located at our three branch offices. Note: Night Depository deposits and loan payments dropped after 3 p.m. on Friday, 10.8.21, will be processed on 10.12.21.

What do I need to do after the upgrade is complete (10.12.21)?

• Download the Mobile Banking App on October 12th: Visit our Mobile Banking page for download instructions for the upgraded Mobile Banking app and system. There will be specific instructions on that page for iPhone (IOS) and Android users.
• Online Banking access - New Password creation for New Online System: Upon your initial Online Banking log in, starting on Tuesday, 10.12.21, you will be prompted to choose a new password. Simply log in on the Online Banking log in screen on the website home page, enter your username and follow the temporary password instructions on the screen. You will then be prompted to create a new password. You will use your new password going forward when logging into Online Banking. 
• Telephone Banking - Reset your PIN (Personal Identification Number): On Tuesday, 10.12.21, the system upgrade will be complete and Telephone Banking users will need to reset their PIN (Personal Identification Numbers) upon initial log in to access the enhanced system. Call the Telephone Banking phone number on or after 10.12.21 at 978-283-0246 or 866-283-1846 and follow the prompts to reset your PIN and access the system.

Not changing

• Account numbers
• ATM Debit / ATM Card and PIN (Personal Identification Number)
• Online Banking Username
• Bill Pay: No change to payee and enrollment
• Your checks

What's New or Updated?

• New and improved Online & Mobile Banking
  • One Online Banking experience for Retail and Business users
  • New! Online Account Opening for existing customers 
  • Update your contact information through the new Online Banking system
  • Retail & Business Online Banking users can set alerts
  • Manage your users in Business Online Banking
  • New expanded Online Banking transfer features
  • Manage all of your finances with the new "Money Management tool"
• Enhanced Telephone Banking

Will online banking & BILL PAY BE AVAILABLE DURING THE ENHANCEMENT?

No. 

• Online Banking will be unavailable from 5 p.m. on Friday, 10.8.21, and is expected to be available by mid-day on Tuesday, 10.12.21, once the upgrade is complete.
• Bill Pay will be unavailable as of 9 a.m. on Friday, 10.8.21 and is expected to be available by mid-day on Tuesday, 10.12.21, once the upgrade is completed.

Is my Online Banking username changing?

No. Your username will stay the same.

Is my Online Banking password changing?

Yes. When the system upgrade is complete on Tuesday, 10.12.21, you will need to choose a new password upon your initial log in to the new Online Banking system. Log into the Online Banking system on the website's home page, using your current username. Follow the instructions to enter a temporary password. You will then be prompted on how to choose a new password. We are expecting our Online Banking services to be available by mid-day on Tuesday, 10.12.21.

Will I see my account history in Online Banking after the enhancement?

Yes. Six months of history will be available for checking accounts, one year of history will be available for savings and certificate of deposit accounts and sixteen months of history will be available for loans.

How do I access the new Mobile Banking system?

The upgraded Cape Ann Savings Bank Mobile app will be available on October 12th, by mid-day. Both retail and business online banking users need to follow the steps below to access the upgraded mobile app. 

• iPhone (IOS) users: Click on your current app and follow the prompt to update it. 
• Android users: Delete the current app and visit the Bank's website, Mobile Banking page, to upload the new app or navigate to the Google Play Store by searching for CASB Mobile or Cape Ann Savings Bank.

Will my username change?

No. Your username will stay the same.

Will my password change?

Yes. If this is your first Online log in to the new Online Banking system, you will need to choose a new password. Log in to the Online Banking system using your new or updated app on or after 10.12.21 and follow the prompts to change your password and access the enhanced system. We are expecting our online banking services to be available by mid-day on 10.12.21.

Is my Visa Debit / ATM Card PIN changing?

No. Your PIN will not change, and you can continue to use your card for withdrawals and purchases during the enhancement weekend.

Can I make ATM withdrawals during the upgrade period?

Yes. You will have access to ATM withdrawals at any of our 9 ATM locations or at any **ATM that uses the SUM, NYCE or Cirrus networks. **Subject to surcharges

Can I make ATM deposits or check my balance during the upgrade period.

No. These services will be restored throughout the week of 10.12.21.

Can I access Telephone Banking during the system upgrade weekend?

No. Telephone Banking will be unavailable beginning at 3 p.m. on Friday, 10.8.21, with access returning on Tuesday, 10.12.21.

Will I need to reset my Personal Identification Number (PIN)?

Yes. On 10.12.21, when the system upgrade is complete, you may call the Telephone Banking number at 978-282-4349 or 866-283-1846 and follow the prompts to reset your PIN and access the enhanced system.

Will my statement(s) look different? 

After the system upgrade you will be receiving enhanced statements that are easy to read and will include all of your activity for your statement period. 

• Before the upgrade: Prior to the enhancement you will receive your regular statement with all activity through Friday, 10.8.21.
• After the upgrade: You will receive your statement, monthly, with your first statement containing all activity starting with Saturday, 10.9.21.

eStatements customers - What happens with my statement history?

After the upgrade is complete on 10.12.21, previously enrolled eStatement customers will have access to up to 13 months of statements. *Note, there may be a delay of a few days for all of the statements to build going forward, starting on 10.12.21. For new enrollees, post upgrade, 18 months of statement history will be built going forward, starting on 10.12.21. If you need to keep your estatements that are older than 13 months, please download and save them before 5 p.m. on Friday, 10.8.21.

 We are here to support you! 

For questions leading up to our system upgrade, please contact our Customer Support Team at 978-283-0246 or toll free at 888-283-2272 during our normal business hours: Monday - Friday, 8:30 a.m. - 4 p.m. and Saturday, 8:30 a.m. - Noon. Please note that we will be closed to accommodate the upgrade on Saturday, 10.9.21, and on Monday, 10.11.21, in observance of Columbus Day. 

For up-to-date information and post upgrade contact information, please visit the website. Updated customer support hours and a dedicated post upgrade "Customer Support Hotline" phone number will be available on the website on Tuesday, 10.12.21 for Online, Mobile Banking and enhanced system navigation questions and assistance.