A History of Banking Where You’re Known
with a Future of Moving you Forward

The State Bank Group — Conversion Guide

 

We have successfully upgraded our core operating system and digital tools to offer you a better banking experience.

You will experience new features and significant improvements for our Personal Online and Mobile Banking, Bill Pay, and our Business Online Banking Services.

If you have not received a copy of our “Conversion Guide” by mail, please click on the PDF at right to view or download it for important information.

Please also see below for answers to Frequently Asked Questions (FAQs).

If you have questions or need assistance, please call us at 815-728-8000.

Thank you in advance for your patience during our transition as we work to enhance your banking experience!

Important Training Tools

Visit our online toolkit for assistance on your first-time access to our electronic banking services.

FAQs

Click on Question to See Answer

Q. When will these systems upgrades occur?

A. The conversion of our core operating system and digital banking tools will take place after we close on Thursday, October 20, until we open in the morning on Monday, October 24.

Lobbies and our drive-throughs will be open on Friday, October 21, but please check our website for more details. All bank branches will be closed on Saturday, October 22.

Please note that from Thursday, October 20, at 4:00 p.m. to Monday, October 24, at 9:00 a.m., Mobile Banking, Mobile Deposit, and Personal and Business Online Banking Services (wires, ACH, and Remote Deposit Capture) will not be accessible. 24-Hour Bank by Phone (iTalk) will not be accessible after 5 p.m. on Thursday, October 20 until Monday, October 24 at 9:00 a.m.

Make sure you have made any changes or deletions needed to your Bill Pay and Zelle® account by 8:00 a.m. on Friday, October 14. You will not be able to use these services again until Monday, October 24.

Q. Will the upgrades affect my checking, direct deposit, savings, CDs, loans, or account numbers?

A. No. Our routing number and your account number(s) will remain the same.

Q. Will I still be able to continue to use my TSBG debit card?

A. Yes. You may continue using your current TSBG debit card throughout the time we are upgrading our systems. Beginning Monday, October 24, you should activate the new TSBG debit card you recently received in the past two weeks. If you have not received your new debit card, please call us at 815-728-8000.

Please be aware that the 16-digit account number on your new debit card will be different from the number on your current card. You should contact all payees who have your current card on file for automatic payments or debits on Monday, October 24, so that your payments continue to go through in the future.

Q. How will this affect my bank statements?

A. In addition to receiving a bank statement on your normal statement date, you will receive an additional statement that reflects your account activity through Friday, October 20. Customers who receive e-Statements should download any statements you might need by end of day on Monday, October 17.

Q. What if I am enrolled in e-Statements?

A. Accounts that are currently enrolled in eStatements will be automatically enrolled.

We suggest saving electronic or hard copies of statements for the past 12 months on or before Monday, October 17. All historical statements will ultimately be migrated to our new core system. Paper copies of your statements will be available upon request.

Q. Will access to my 24-Hour Bank by Phone (iTalk) change?

A. No. The phone number for 24-Hour Bank by Phone (iTalk) will not change. Just call 888-292-1263.

24-Hour Bank by Phone (iTalk) will not be available from 5:00 p.m. Thursday, October 20, until 9:00 a.m. on Monday, October 24.

Complete details about accessing and enrolling in the new 24-Hour Bank by Phone (iTalk) system can be found in the Conversion Guide that you received by mail and is also embedded on this page for download.

Q. Will my Personal Online Banking change and how do I log in the first time?

A. Online Banking will not be available during our conversion from 4:00 p.m. on Thursday, October 20, until 9:00 a.m. on Monday, October 24.

The first time you log in to the new system on or after Monday, October 24:

  1.  You will be able to use your existing User ID, unless you have been notified by a TSBG representative.
  2. Passwords will be reset to a temporary password, which will be the last four digits of your Social Security number.
  3. After you log in from your desktop computer, you will be asked to go through the two-factor authentication process and accept the end-user license agreement. Once you do that, you will simply follow the prompts.
Q. What about Mobile Banking?

A. Mobile Banking will not be available during our conversion from 4:00 p.m. on Thursday, October 20, until we launch our new Mobile Banking platform on Monday, October 24.

After Thursday, October 20, at 4:00 p.m., our current TSBG Mobile Banking App will be disabled, and you will receive an error message when you try to access it.

You will need to delete the old App before you can download the new TSBG Mobile Banking App.

The TSBG Mobile Banking App will be available for download by visiting the Apple Store or Google Play beginning Monday, October 24.

Please note that you cannot sign into Mobile Banking until after you have enrolled in Online Banking.

Q. Will Zelle® still be available?

A. Zelle® will not be available from 8:00 a.m. Friday, October 14, until 9:00 a.m. Monday, October 24. You can then begin using it like you have in the past.

Q. How do I enroll or reenroll in Zelle®?

A. Zelle® is a payments network that lets you send money easily, quickly and securely from your bank account to someone else's bank account.

Please note: Bill Pay and Zelle® will not be accessible after 8:00 a.m. on Friday, October 14 until Monday, October 24. All payments that have been set up prior to that time will be processed as usual.

If you have previously used Zelle®, you will need to reenroll from our new mobile banking app.

To enroll or reenroll in Zelle®, please click on this link to follow the easy steps and learn more.

Q. How will this conversion affect my Bill Pay?

A. You will need to make any changes or submit all payments by 8:00 a.m. on Friday, October 14.

During our systems conversion between Thursday, October 20, and Sunday, October 23, any scheduled bill payments and Zelle® transactions will be processed as usual.

When you access the new Bill Pay site after logging in to Online Banking, you will see that the functionality of the new site is a new and improved experience. There will be a slight change in the look and feel of your new Bill Pay screens, but all your bill payment information, including your payees, recurring payments, and history, will be transferred to the new system. However, we do ask that you verify the payee information the first time you pay a bill.

Q. Will I still be able to set up e-Bill payments?

A. If you currently use eBill, the biller history will not transfer into our new Bill Pay system. You can activate eBills for participating payees from the Bill Pay home screen, the Manage Payee screen for that payee, or while you’re setting up a new payee. You’ll fill out some account and billing information, so you may want to have a paper bill handy for reference. Once you activate eBills, you can choose to pay that eBill manually or set up automatic payments.

Q. Will this conversion affect my UChoose Rewards?

A. After Thursday, October 20, we will no longer be offering the UChoose Rewards program. However, you will still be able to redeem all the points you currently have by going to the UChooseRewards.com website.

Q. Will my Business Online Banking be affected?

A. During this upgrade of our systems, our Business Online Banking services will not be available between 4:00 p.m. on Thursday, October 20, and 9:00 a.m. on Monday, October 24.

Q. How will I log in to the new Business Online Banking the first time?

A. On Monday, October 24, to log in to the new Business Online Banking site:

  1. You will still be able to use your current Online Banking ID.
  2. Your password will be set up as the last four digits of your EIN.
  3. Once you are in the system, you will then be prompted to create a new password, establish additional security measures, and accept the terms and conditions.
  4. You will then be directed to your Account Dashboard.
Q. How will the systems upgrade affect my Business Online Banking Services like ACH and Wire Transfers?

A. For ACH and wire transfers, please be aware that you will not be able to schedule any new wire transfers after 2:00 p.m. or ACH transactions after 3:00 p.m. on Thursday, October 20.

ACH files generated by customers will be processed as normal on Thursday, October 20, as long as they are received by 3:00 p.m. on Thursday, October 20. Files received after this time will be accepted, but not processed, until Monday, October 24.

It is recommended that you save a copy of all payroll and other ACH files as well as a detailed copy of all transfers and payments to your computer prior to 2:00 p.m. on Tuesday, October 18.

After you have successfully logged in to Business Online Banking on Monday, October 24, our system will enable you to once again securely access the tools you use.

Q. What about Remote Deposit Capture?

A. Remote Deposit Capture will not be available after 4:00 p.m. on Thursday, October 20.

After our systems conversion, you will be able to use the same check scanning device you have used in the past.

Prior to Monday, October 24, you will receive a call from a TSBG representative, providing you with a link to the customer portal for the new system and additional information.

After you log in, you will be prompted to enter a new password.

Q. What should I do if I have questions?

A. The first week following these systems upgrades we will be extending our calling hours to:

Monday, October 24 – Friday, October 28: 9:00 a.m. – 8:00 p.m.

Saturday, October 29: 9:00 a.m. – 4:00 p.m.

Just call us at 815-728-8000 if you have questions or need assistance with accessing your accounts or other details or visit one of our branch locations or online at www.thestatebankgroup.com.