Frequently Asked Questions – WaFd Bank's New Digital Banking
Why is WaFd making changes to its digital banking platforms?
Above all, we recognize that our clients have high expectations when it comes to self-service digital banking. We have ambitious digital goals and hope you find all that you need even when you can't come into the bank. That said, we're still here to help via our branches and call center: 1-800-324-9375. If you would like to provide feedback on changes we've made, please email us at firstname.lastname@example.org.
What's new in the mobile app?
Our mobile app has a more modern look and feel and has been upgraded to better support features you're used to—mobile deposit, Zelle, pay bills, and more—plus integrate new financial management tools to track spending, create budgets, and view insights.
What's new in the online banking?
Our online banking has a more modern look and will feature new financial management tools to track spending, create budgets, and view insights. We built it ourselves, which means the bank has more control and flexibility over the digital products and services we deliver to you.
What do I need to know when I first log in to the new online and mobile banking?
Most importantly, your username will remain the same. You will need to complete a quick identity verification, choose your password, and accept updated terms. Rest assured, all of the following will be migrated to the new platform: transaction history, online bill payments and payees, Zelle contacts and scheduled transactions, external accounts and transfers, statements, and budgets & transaction rules.
Was I supposed to received two codes when I signed in to the new mobile app for the first time?
Yes. For security purposes, we will send two codes when you initially sign in.
How do I set up new alerts?
Since existing alerts will not carry over, you will need to set up new ones. First click on Tools, and then on Spending & Saving. From here, you'll click on settings (the gear icon) near the top right corner of the page, and then click on notifications.
What's happening to MoneySync?
The MoneySync name is being retired, but the features remain available! Click on Tools, then on Spending & Saving to access the features online or the WaFd mobile app.
Why can I no longer see my external banking and credit card accounts to track spending and savings that I added to MoneySync?
You will need to add those external bank accounts and credit cards once again. Unfortunately, we were unable to retain and display historical data from MoneySync. The MoneySync name is being retired, but the features remain available! Click on Tools, then on Spending & Saving to access the features online or through the WaFd Banking app.
I just made an internal transfer, but I don't see it in my transaction history and my balances haven't updated, what gives?
Don't worry, as long as you didn't receive an error message your transfer was completed. Please give your accounts a few minutes to update.
Why is it taking so long to load my accounts and transactions?
It takes some time to cleanse and categorize all your transaction history when you sign in the very first time after the upgrade. Please be ready to wait a few minutes for syncing to finish. While you wait, feel free to explore other features of our new mobile app and online banking platforms.
Will this transition affect Quicken Users?
WaFd Bank will no longer support the ability to download Quicken (QXF) files.
What is “Hold: Visa Provisioni Visa Provisioning S CAUS”?
When you setup your WaFd Bank debit card in Apple Wallet, Google, or some other digital wallet application they will place a hold for $0.00 on your account. The hold will typically last for 72 hours and then will fall off your pending transaction list.
I am not receiving the text verification number on my iPhone?
This is a known Apple issue where users are experiencing missing texts. Please update your iOS to the most current version and try again.
Can I view my loan statements from online and mobile banking?
Not yet, but we're working on it! Loan statements will be available in online and mobile banking very soon.
How do I set up Zelle?
Click or tap on Zelle while logged in to WaFd’s online or mobile banking.
How can I update my phone, email, and mailing address?
You can update your phone and email via online and mobile banking. To update your mailing address, contact your local branch or call C3 at 1-800-324-9375.
Will the special character limitations on usernames affect my first login after the update?
Yes; if you have a ^ or % in your username you will not be able to login. Give us a call at 1-800-324-9375 and we can update your username to allow you to log in to the new online and mobile banking.
I was trying to add an external account and received the following message: “The routing number is invalid or not supported. Please check the ABA/routing number you have entered or enter a different ABA/routing number.” What do I do?
While we are able to instantly verify many external banks in the US when an account is being added, some financial institutions are not supported. If you receive this message, we recommend using Zelle as an alternative which supports sending funds to email, phone, and account/routing number.
When I clicked on My WaFd Wins from within the new platform, it did not take me directly to my rewards. What do I need to do?
To ensure you are taken directly to your rewards, you will need to make sure the email address you used to register for My WaFd Wins is what we have in online banking. To update your email address, please log into online banking and navigate to Profile.
Why aren't external transfers available in the mobile app?
We're working on the finishing touches and will have this feature available very soon! In the meantime, please use online banking via your desktop computer or mobile browser to make an external transfer.
How do I pay my mortgage?
To pay your mortgage through the new online banking application, select “Move Money.” If you have a WaFd Mortgage payment, select “Internal Transfer.” For other loans, go to “Pay Bills.”
Where did Instant Balance go?
With the ability to use FaceID now on your phones, we decided to no longer support the old Instant Balance feature.
Rename account nickname?
You can only rename an account in the web experience. We are working to add this feature to the mobile app.