Getting Started with the New System

Your member number is your account number. If you’re unsure what this is, an easy way to determine this is by looking at the MICR number at the bottom of your checks.

In the account number portion of your check, your member number will be the digits in between the first three numbers and the last number, minus any leading zeros.

In the examples below, the member number from the 10-digit MICR would be 123456, and the member number for the 14-digit MICR would be 1234567 (0001234567 with the leading zeros removed).

10-Digit MICR
 Check image highlighting member number

14-Digit MICR
Check image highlighting member number

If you do not have checks, please contact us to learn your member/account number.

If you’re trying to access the iOS Mobile App for the first time and get an error message that says, “Sorry. No destinations at Host, please contact FI” please take these steps:

  • Access the new system from our full site at www.soundcu.com.
  • Once successfully logged in, add your mobile phone number under “My Settings > Login & Security” and ensure that “text” is enabled.
  • Then, log in through the app again using your new username and password.

Have your member number, your SSN and access to your email account and/or mobile phone handy.

Your username will be your member number and your password will be the last 4 digits of the primary member’s social security number. You will then be prompted to create a new username and password.

Our new mobile app with a white background icon will be available for download in the Android and Apple app stores on May 9. The previous mobile app with the blue background icon can then be deleted.

New App
Keep
Old App
Delete
 New Sound App IconCurrent Sound App Icon

Important Dates & Info

With this conversion, we are able to offer our members many of they tools they’ve asked for, including more robust account access points, more self-service options that will save you time, expanded business account tools and greater continuity between mobile and desktop banking.

In addition, the new online banking platform offers additional opportunities for continued system improvements, helping us to deliver best-in-class banking products and services.

Though we have been working on this conversion for several months, members won’t be impacted until early May when we move our current online banking system and mobile app to the new platform.

To help you prepare, below are a few important dates to note.

  • Friday, May 4
    Deadline to make updates to Bill Pay before conversion. Any payees and scheduled bill payments will move to the new system and bills will continue to process as intended.
  • Monday, May 7 @ 5 p.m. PT – Wednesday, May 9 @ 12:00 p.m. PT
    Online Banking, Bill Pay and the mobile app will be unavailable.
  • Wednesday, May 9 after 12:00 p.m. PT
    Our new Online and Mobile Banking will be available.

To allow us to properly transition your banking records to the new online and mobile banking platform, our current online banking and mobile app will not be available from approximately 5 p.m. on Monday, May 7 through noon on Wednesday, May 9. After this time, you will be able to log into the new online and mobile banking.

You can easily update both your email and mailing address within Online Banking.

Updating your email address

  • Log into Online Banking
  • Click on the “Settings” tab
  • Under the “Modify Personal Settings” section, enter your new email address and click “Submit” at the bottom of the page
  • You should receive an email confirming that the change is complete

Updating your mailing address

  • Log into Online Banking
  • Click on the “Services” tab
  • Click “Continue” next to “Personal Information – address, phone, etc.”
  • Enter your new mailing address, and click “Submit”
  • Review the information on the confirmation page. If correct, click “Confirm”
  • You should receive an email confirming that the change is complete

You can also update this information through our Contact Center or at your local Sound branch.

Scheduled Transfers

Existing scheduled transfers will not convert to the new system, but will continue to process behind the scenes. You will not be able to view or edit the details of these transfers in the new system beginning May 9.

For the best experience, plan to delete your scheduled transfers now and recreate them once the new system is available. This will allow you to manage your scheduled transfers moving forward.

Yes. The new system will allow you create new scheduled transfers beginning on May 9 and manage them moving forward.

For the best experience, we recommend you plan to delete your scheduled transfers now and recreate them once the new system is available. This will allow you to manage your scheduled transfers moving forward.

Existing scheduled transfers will not convert to the new system, but will continue to process behind the scenes. You won’t be able to view or edit the details of these transfers in the new system beginning May 9.

Scheduled transfers that you created in online banking prior to May 7, 2018 will continue to process indefinitely or until the end-date you originally set. They will happen behind the scenes and appear in your account history.

These scheduled transfers will not be viewable or editable in the new system.

To make changes or to delete these scheduled transfers after May 7, you’ll need to call the Contact Center or visit your local Sound Credit Union branch and we’ll be happy to assist you.

For the best experience, we recommend you plan to delete your scheduled transfers now and recreate them once the new system is available. This will allow you to manage your scheduled transfers moving forward.

Bill Pay

Most payees and scheduled bills converted to the new system.

If you had active payees and scheduled bills before May 7, 2018, you can expect to see most of them listed and available after conversion.

A letter was mailed the week of April 23 to members with payees that will not convert to the new system.

  • To continue using these payees after the conversion, you will need to access our new Online Banking platform after May 9 and re-enter the payee and payment details or select an alternate payment method if needed.
  • External transfers to other financial institutions and PopMoney, a fast and easy way to send money by email or text, will be available and are potential options.
  • If you have additional questions or would like more information about determining the best alternative payment options based on your needs, please Contact Us.

History associated with Bill Pay will not come over to the new system. Please log in before May 4, 2018 and download the Bill Pay history you wish to keep.

To download Bill Pay history, log in to Online Banking and click “Bill Pay”. Under “History” select “View More”. Using the “Transactions” drop-down menu, select a date range and either “Print” or “View in Excel” to save your history associate with Bill Pay.

Your complete Sound account history (ATM, debit, deposits, Bill Pay, etc) will carry over and be available in the new system. Bill Pay history can also be found and referenced on your monthly statement.

Yes, a little bit. With the new Bill Pay system, you’ll use the calendar scheduling tool to select a “Send On” and “Deliver By” date.

Yes. Please note, Bill Pay will not be available from Saturday, May 5 until the morning of Wednesday, May 9 so please plan accordingly. Payments scheduled by Friday, May 4 will process as intended.

Funds are debited via ACH 1 to 2 business days after the specified Send On date (this goes for both check and electronic bill pays).

At least 2 business days for electronic payments and 4 business days for check payments. The cutoff is 7:30 p.m. PT for that business day.

The last day a bill payment can be scheduled in the current system is May 4, 2018.

All payments via check (paper or electronic) already scheduled for May 5, 6, 7 or 8 will process as intended.

No, eBills will not carry over to the new system. eBills will need to be re-entered once the new bill pay system is up.

eBills are electronic versions of paper statements or bills. Your biller’s “eBill” arrives in your Bill Pay account service just as a biller’s “paper bill” arrives in your mailbox. Bill Pay allows you to view all your eBills—as well as account balances, transactions and statement information—in one convenient place.

Mint and Quicken

Yes. If you use Quicken, QuickBooks or Mint, you’ll need to reset your connection once Sound’s conversion is complete.

Do this by resetting your Quicken/Quickbooks password inside Online Banking under the Additional Services tab under Connect to Quicken/Quickbooks. This password must be different than your Online Banking password.

Quicken and QuickBooks Users
Connect before May 7 to download your final history. The following support documents are provided by Intuit to guide you through this process.

Quicken Conversion Information

QuickBooks Conversion Information

Mint and Express Web Connect Users
To avoid errors and potential duplicate transactions, we recommend you do not login to Mint.com or “Express Web Connect” between May 7 – May 16, 2018. Mint and these web-based solutions require an additional three (3) to five (5) business days to update their system after our digital banking system converts on May 9, 2018.

We strongly suggest you do not login into Mint.com between May 5 – May 16, 2018, while we upgrade our digital banking system. Mint requires an additional three to five business days to update their cloud servers after our digital banking system conversion completes on May 9, 2018.

If you accidentally login into Mint.com before its transition is completed, you may see duplicate accounts or get error messages.

If this happens, after May 16, 2018, you may log back into Mint.com and click the refresh button to update the account. After the download completes, click the Transactions tab to view up to 90 days of transaction history.

After May 16, 2018, yes.

NOTE: To avoid errors and potential duplicate transactions, we recommend you do not login to Mint.com between May 7 – May 16, 2018. Mint requires an additional three (3) to five (5) business days to update their system after our digital banking system converts on May 9, 2018.

Intuit has provided more information below.

We strongly recommend you do not login into Mint.com until after May 16, 2018. Mint requires an additional three to five business days to update their cloud servers after our digital banking system converts on May 9, 2018.

If you accidentally login into Mint.com before its transition is completed, you may see duplicate accounts or an error displayed.

If this happens, after May 16, 2018, you may log back into Mint.com and click the refresh button to update the account. After the download completes, click the Transactions tab to view up to 90 days of transaction history.

Alerts

No. Account alerts will not transfer to the new system and we apologize for this inconvenience, as we know how helpful they are. A new menu of account alerts will be available in the new system on May 9 for you to customize.

No. Account alerts will not transfer to the new system and we apologize for this inconvenience, as we know how helpful they are. A new menu of account alerts will be available in the new system on May 9 for you to customize.

Cards

Yes, Card Controls, including the ability to add travel dates and notes will be available in the new system.

Yes, Card Control settings will carry over to the new system.

Other Services

Yes. If you use Quicken, QuickBooks or Mint, you’ll need to reset your connection once Sound’s conversion is complete.

Do this by resetting your Quicken/Quickbooks password inside Online Banking under the Additional Services tab under Connect to Quicken/Quickbooks. This password must be different than your Online Banking password.

Quicken and QuickBooks Users
Connect before May 7 to download your final history. The following support documents are provided by Intuit to guide you through this process.

Quicken Conversion Information

QuickBooks Conversion Information

Mint and Express Web Connect Users
To avoid errors and potential duplicate transactions, we recommend you do not login to Mint.com or “Express Web Connect” between May 7 – May 16, 2018. Mint and these web-based solutions require an additional three (3) to five (5) business days to update their system after our digital banking system converts on May 9, 2018.

After May 16, 2018, yes.

NOTE: To avoid errors and potential duplicate transactions, we recommend you do not login to Mint.com between May 7 – May 16, 2018. Mint requires an additional three (3) to five (5) business days to update their system after our digital banking system converts on May 9, 2018.

Intuit has provided more information below.

We strongly recommend you do not login into Mint.com until after May 16, 2018. Mint requires an additional three to five business days to update their cloud servers after our digital banking system converts on May 9, 2018.

If you accidentally login into Mint.com before its transition is completed, you may see duplicate accounts or an error displayed.

If this happens, after May 16, 2018, you may log back into Mint.com and click the refresh button to update the account. After the download completes, click the Transactions tab to view up to 90 days of transaction history.

Popmoney is a payment service that makes sending and receiving money from your current bank account as easy as emailing and texting. After May 9, 2018, you can access Popmoney under the Move Money tab in Online Banking.

Yes.

Yes.

Not yet. Requesting a stop payment on a check in Online Banking is a feature we’re currently working on.

Yes.

Yes. Online check ordering will be available; however your first book of Sound checks needs to be ordered in person or over the phone.

No. Skip-a-Pay won’t be available in online banking right away. To request a Skip-a-Pay after conversion, please call our Contact Center or visit your local Sound Credit Union branch and we’ll be happy to assist you.

Yes. Text banking will be available in the new system, however you will need to re-register your device for text banking.

Once you are re-enrolled in Text Banking, send any of the commands below to 454545:

  • BAL — Primary balance
  • LAST — Last 5 transactions
  • TRANS — Transfer funds to primary account
  • HELP — Help keywords
  • STOP — Deactivate service

Unfortunately no, however we’re introducing a new personal financial management tool with more features and a better user experience that will be available on May 9.

No, however, a similar service called PopMoney will be available. Popmoney will allow you to quickly and easily send and receive money by text or email.

No. Our new digital banking platform will offer a seamless experience no matter what type of device you use. The m.soundcu.com website will direct you and your device to Sound’s full website after conversion.

Business Banking

If you have a business account and use online banking, you’ll follow the same instructions for logging into your account.

Use your member business number and the last four digits of your ITIN/EIN as your temporary password. You’ll be prompted to create a new username and password.

During this conversion, all member and business accounts will experience the same conversion process. A new digital banking platform exclusively for business accounts is currently in development and will be available this summer.

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Please do not include personal information such as your account number of social security number.

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Contact Center Hours:
Monday-Friday: 8am to 6pm
Saturday: 9am to 1pm

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