Digital Banking Login & Troubleshooting Help
Our new digital banking platform is now available, and we know the first login may come with a few questions. We are currently experiencing an increase in calls as customers log in for the first time, so wait times may be longer than usual.
If you are logging in for the first time, downloading the new mobile app, reviewing transfers, or noticing accounts displayed differently than before, the tips below and the First-Time Login Checklist on our Digital Banking page are a good place to start.
Make Sure You Are Using the New Mobile App or Correct Login Link
Our new mobile app is called Franklin Savings for ME.
Because the previous app and the new app may look similar, please double-check that you have downloaded and are using the new app. If you are still trying to log in through the previous app, your login will not work.
You can also access digital banking by visiting our website and using the Login box in the upper right-hand corner of your screen.
Do Not Use an Old Bookmark
If you previously saved or bookmarked the old online banking login page, that link will no longer work correctly.
For the best experience, please visit our website directly and use the current digital banking login link. Once you are on the correct login page, you can save a new bookmark.
Use Your Existing Login ID, Then Reset Your Password
For your first login to the new platform, you will use your existing Login ID.
You will then need to reset your password by selecting Forgot Password. Your previous online banking password will not carry over to the new platform.
Please note: online banking security has been enhanced, and passwords must be a minimum of 12 characters.
For security, please remember that Franklin Savings Bank will never ask you for your full password, PIN, or full account number.
Review Account Settings
After logging in, please review your account settings.
Account nicknames may need to be re-established. Account alerts will also need to be set up in the new platform, as existing alerts did not carry over.
New security alerts have also been added to the current account alert offerings.
Review Payments and Transfers
Please review one-time and recurring transfers in the new platform.
To review recurring transfers:
- Select Services.
- Under Account Management, select Online Activity.
- Select the Recurring Transactions tab.
- Review any recurring transfers listed there.
- If a recurring transfer appears in a drafted status, select the ellipsis and choose Authorize to restart the transfer series.
Mobile Transfer Selection Issue
Some mobile users have reported that when selecting an account in the From field for a transfer, the phone keyboard may open and make it difficult to select the account.
In some cases, the selected account may not appear in the From field right away. If this happens, tap into the To field, and the selected From account should populate.
This issue is not affecting all mobile devices. We are aware of it and are working to resolve it.
Available Balance After Deposits
We are aware of an issue where some check deposits, mobile deposits, and remote deposits may not immediately impact the available balance as expected.
This has been escalated and is being reviewed. If you have questions about a recent deposit or your available balance, please contact us directly.
Why Am I Seeing More Accounts Than Before?
In the new digital banking platform, accounts may display based on your ownership or signer relationship to the account. This means you may see accounts that you are tied to as an owner or signer, even if they did not appear in the previous platform experience.
If there are accounts you do not want displayed on your home screen, you can hide them from your online banking homepage.
Please note: hiding an account from the homepage does not remove the account from all areas of digital banking. For example, the account will still appear in transfer menus or other account-related tools.
How to Hide an Account from Your Homepage
To hide an account while logged in to online banking:
- Select Settings.
- Under Preferences, select Account Preferences.
- Select the account you would like to hide.
- Scroll to Account Visibility.
- Toggle the blue box next to Home to hide the account from your homepage.
If the account is marked as a favorite, you will need to remove it as a favorite before it can be hidden from the homepage.
Customers enrolled in Personal Finance Management tools may also use this same area to adjust whether an account is included in those tools.
Still Having Trouble?
If you are locked out, unsure which app to use, having trouble resetting your password, reviewing transfers, or seeing accounts you have questions about, please contact us directly. Our team is happy to help walk you through the process.
