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Digital Banking Upgrade

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Fidelity Bank is excited to provide you with an enhanced digital banking experience. As we implement these changes, please keep in mind that Personal & Small Business Online Banking, Mobile Banking and Bill Payment will be unavailable beginning Friday, August 9th at 9 p.m. through Monday, August 12th at 9 a.m.

It’s worth the wait! Here’s what you can expect on August 12th:

A New and Improved Online Banking Experience

Personal & Small Business Online will now have a new streamlined appearance with a multi-functional homepage, advanced security options, and convenient budgeting tools.

Interactive Video Player

Mobile Banking Upgrades

Our updated Mobile Banking app has all the same features you are used to but now will allow you to view check images and set real-time alerts. Facial and thumbprint recognition are also available on supported devices for added security. Interactive Video Player

Quicken®, Quickbooks®, and Mint® Setup instructions

If you use an account aggregation tool such as QuickBooks®, Quicken®, or Mint, in connection with online banking, you will experience delayed syncing of Fidelity Bank data between August 9th and August 19th.

If you attempt to update your transactions and balances before Monday, August 19th, you will be prompted with a security question that you likely won’t recognize. This is because account aggregation tools are yet to be updated by 3rd party providers. To ensure a seamless transition, we highly recommend waiting until August 19th before you attempt to update. While there are ways to manually update your banking information with these tools, waiting until August 19th will reduce risk of duplication and errors.

On August 19th, please use these set up instructions to sync your QuickBooks, Quicken and Mint accounts with your Fidelity Bank Personal & Small Business Online Banking account.

For additional questions, please contact your local branch or call 1-855-547-1385 for assistance.

Frequently Asked Questions

For more information or if you have any questions, please contact your local branch.

How will I log in to the new online banking system?

The way you log in to online banking will not change. You will continue to click on the personal or small business tab in the Online Banking Center on the Fidelity Bank website homepage to access your account(s).

Will the customer ID that I use to log in change?

No. Your customer ID will remain the same. You will be required to reset your password and challenge questions and answers the first time you log in. Please enter your customer ID using all lowercase letters and with no spaces. If your customer ID is longer than 19 characters, enter only the first 19 characters. If you enrolled in online banking August 1 or later, you may be prompted to change your customer ID.

What will my password be when I log in to the new online banking system?

The password you use the first time you log in will be a capital ‘A’ and the last 4-digits of your Business Tax ID or Social Security Number. You will be prompted to reset your password.

Why do I have to reset my online banking password?

For your protection, it is important for you to verify your identity and computer in the new system. Once you have logged in to the new system you may reset your password to the same one you previously used. Our apology for any inconvenience.

Will my aggregation tool such as QuickBooks®, Quicken® and Mint still work as they do now?

You will experience delayed syncing of Fidelity Bank data and your account aggregation tools between August 9th and August 19th.  If you attempt to update your transactions and balances before Monday, August 19th, you will be prompted with a security question that you likely won’t recognize. This is because account aggregation tools are yet to be updated by 3rd party providers. To ensure a seamless transition, we highly recommend waiting until August 19th before you attempt to update. While there are ways to manually update your banking information with these tools, waiting until August 19th will reduce risk of duplication and errors.  On August 19th, please use these set up instructions to sync your QuickBooks, Quicken and Mint accounts with your Fidelity Bank Personal & Small Business Online Banking account.

  • Why am I asked a security question I don’t recognize when I try to update my account aggregation tool (i.e. QuickBooks®, Quicken® and Mint)?


    This is because bank account information is yet to be updated by 3rd party providers. You will experience delayed syncing of Fidelity Bank data and your account aggregation tools between August 9th and August 19th.  If you attempt to update your transactions and balances before Monday, August 19th, you will be prompted with a security question that you likely won’t recognize. To ensure a seamless transition, we highly recommend waiting until August 19th before you attempt to update. While there are ways to manually update your banking information with these tools, waiting until August 19th will reduce risk of duplication and errors.  On August 19th, please use these set up instructions to sync your QuickBooks, Quicken and Mint accounts with your Fidelity Bank Personal & Small Business Online Banking account.
  • I have the Fidelity Bank online banking site saved as a favorite. Will that still work?


    No. You’ll need to go to the Fidelity Bank website – www.fidelitybanknc.com  – and log in from that page. The URL has changed as part of this upgrade.

    How will the upgrade Benefit Me?

    • The new online banking system will have a streamlined appearance with multi-functional homepage, advanced security options, and convenient budgeting tools.
    • Our updated mobile app has all the features you are used to, but now will allow you to view check images and set real-time alerts.
    • We’re also adding facial and thumbprint recognition through the app on supported devices for added security.

    Why are you going through this upgrade?

    We are making improvements to the way you manage your finances online by investing in a new personal and small business online banking system to better serve you.

    How long will the upgrade take?

    The online banking and mobile banking upgrade will take from 9:00 p.m. on Friday, August 9th to Monday, August 12th at 9:00 a.m. You can still use our ATM network and Telephone Banking System to do your banking.

    What items will be unavailable while the Online Banking upgrade takes place?

    Online Banking, Mobile Banking and Bill Payment will be unavailable during the upgrade, however you can still use our ATM network and Telephone Banking System to check account balances, transfer money, etc.

    Do I need to do anything ahead of time to prepare?

    If you use an account aggregation tool such as Quicken®, QuickBooks® or Mint, you may experience delayed syncing of Fidelity Bank data between August 9th and August 16th. As an extra precaution, we encourage you to download your transaction history before August 9th.

    What are the new password requirements?

    Your new password must be between 8 and 17 characters and include at least 1 number, 1 uppercase letter, 1 lowercase letter, and 1 special character (ex. @#$&).

    What are the new challenge question answer requirements?

    Your new challenge question answers must be between 1 and 50 characters. Each answer must be unique (the same answer cannot be used for more than one question) and you cannot include any symbols or special characters.

    Will I need to reestablish transfers, transaction alerts, etc?

    All transaction alerts and daily recurring transfers will need to be reestablished. All other recurring transfers (weekly and monthly) will automatically populate.We apologize for the inconvenience.

    Will I need to recreate my bill pay?

    No. There will be no changes to your Bill Pay.

    Do I need to sign up for E-Statements again?

    No. You will continue to receive your email notifications when your statement is ready to view in online banking.

    Will I be able to access my accounts at the ATM during the upgrade?

    Yes. There will be no service interruption to our ATM network. You may also use our Telephone Banking System to do your banking.

    Will the online banking upgrade affect my Visa Checkcard (Debit Card)?

    No. There will not be changes to your Visa® Checkcard or interruption of service.

    If I have questions or problems where do I call?

    You can contact your local branch or you may call 1-855-547-1385. You may also email our Customer Care team at info@fidelitybanknc.com.

    If I change my password on Mobile Banking, will it automatically change to the same password for Personal & Small Business Online Banking?

    Yes. Any changes you make in one will automatically update in the other.

    Do I have to sign up for Personal & Small Business Online Banking to have the ability to use Mobile Banking?

    No. You can use Mobile Banking or Personal & Small Business Online Banking. Or you can use both! It’s completely up to you.

    Will I see my credit card accounts in Personal & Small Business Online Banking and Mobile Banking?

    Your credit card account balances and available balances will appear in Personal & Small Business Online Banking and you can make payments to you credit cards, too. Credit cards will not display in Mobile Banking.

    What will happen to account I previously selected to hide within Personal & Small Business Online Banking?

    When you first sign in to Personal & Small Business Online Banking or Mobile Banking after the upgrade, all of your accounts will display. You can hide an account any time.

    If an account was previously hidden by a Fidelity Bank associate or your asked for an account to be unenrolled in Personal & Small Business Online Banking, it will not appear when you sign in.