System Upgrade
May 30th - June 2nd
Thank you for your patience!
The System Upgrade has been completed. There may be some residual impact as details are finalized. Please be patient with us as we experience increased call and email volume.
Here’s what you need to know:
- You will be prompted to update the Mobile App the first time you log into Mobile Banking.
- If you use SWIVEL Pay for your AAGCU Loan Payment, you will need to re-register and reset your automatic payment.
- Transaction history prior to June 1st will not be in Online and Mobile Banking. Please reference your statements for transaction history.
- Your eDocument portal will have a new look/feel. If you are experiencing an error message when attempting to access the new eDocument portal, please ensure that Third-party Cookies are allowed for the url: https://onlinebanking.aagcu.org/. You can adjust this in your browser settings. You may need to log out and back into Online Banking, or possibly close your browser entirely and re-launch the session for the setting to take effect.
- All members will receive a May print statement, regardless of eDocument enrollment status.
- If you have automatic payments and transfers scheduled over the next couple of weeks, out of abundance of caution we encourage you to double check that they process correctly.
- Audio Banking is no longer available.
UPDATES:
We will be providing live updates throughout the System Upgrade here.
6/20/25 – SWIVEL Pay is back online! Existing users will still need to re-register and reset your automatic payment.
6/16/25 – We are currently experiencing an issue with Bill Pay where it is not allowing members with only a Savings Account to access. We are working on resolving this issue as fast as we can. We sincerely apologize for this inconvenience.
6/10/25 – SWIVEL Pay is still offline. We are working on resolving this issue as fast as we can. If you have a loan payment that you need assistance with, please call us at 206.824.9800 option 1 for loans.
6/6/25 – If you are experiencing an error message when attempting to access the new eDocument portal, please ensure that Third-party Cookies are allowed for the url: https://onlinebanking.aagcu.org/. You can adjust this in your browser settings. You may need to log out and back into Online Banking, or possibly close your browser entirely and re-launch the session for the setting to take effect.
6/5/25 – We have been informed by our Online Banking team that the “500 Internal Server Error” has been resolved. If you still receive the error message, you can resolve this issue yourself by following these steps:
When you log into Online Banking, select the Inbox in the top right corner to circumvent the error. Then, either click the Dashboard icon or the Accounts icon, whichever you like better as your “home” page. Then, you’ll see a message that says “Make this screen as landing page” on the right side of the screen click that toggle button to set either the Dashboard or Accounts page as your default. This will then reset the landing page and remove that broken link message.
6/4/25 – The new eStatement portal at this time only allows the user to view statements and eDocuments for the primary account. We are working on resolving this issue.
6/3/25 – Online and Mobile Banking are back online!
5/28/25 – All SWIVEL Pay Users will need to re-register and reset any existing scheduled payments after the System Upgrade on June 3rd. We sincerely apologize for this inconvenience. If you have any questions, please contact us at loans@aagcu.org or call 206.824.9800 (option 1 for loans).
Timeline
Friday, May 30th, 3PM PST (2PM AKST):
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- Both branches will be closing early.
- Co-Op Shared Branching will be unavailable after 3PM PST.
- Online and Mobile Banking, including BillPay, will go offline, and WILL NOT BE AVAILABLE until Tuesday, June 3rd.
- Audio Banking will no longer be available.
Saturday – Monday, May 31 – Jun 2
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- All AAGCU Branches will be closed.
- Online and Mobile Banking WILL NOT BE AVAILABLE until Tuesday, June 3rd.
- Shared Branching WILL NOT BE AVAILABLE until Tuesday, June 3rd.
- May eStatements will be slightly delayed and will be available by Friday, June 6th at the latest.
Tuesday, June 3rd, 9am PST
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- Reopening and resuming regular business hours.
- Online and Mobile Banking available again.
- New eStatement portal look/feel.
- Any transactions, payments, or deposits from the weekend will be posted.
- Transaction history prior to June 1st will not appear in Online and Mobile Banking. Please refer to your statements for this information.
- Due to the new eStatement portal, May eStatements will be slightly delayed in being released. We understand this is an inconvenience and are doing everything in our power to provide them to you as soon as possible. At the very latest, they will be available by Friday, June 6th.
- Expect higher than usual call and email volume. We will be diligent in returning all communication as quickly as possible.
Impact
We are working hard to make the transition as smooth as possible, with minimal impact to you, our members. However, there will be some impact and downtime in accessing your accounts during the upgrade weekend, and things you will need to do to prepare.
What will be impacted:
Online and Mobile Banking
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- Online and Mobile Banking WILL NOT BE AVAILABLE between Friday, May 30th after 3pm PST – Tuesday, June 3rd at 9am PST.
- When Online and Mobile Banking come back online on Tuesday, June 3rd, ALL TRANSACTION HISTORY prior to June 1st will be appear empty in Online and Mobile Banking. Balances will be updated and accurate, however the history will be empty. PLEASE REFER TO YOUR STATEMENT FOR TRANSACTION HISTORY.
- Due to the new eStatement portal, May eStatements will be slightly delayed in being released. We understand this is an inconvenience and are doing everything in our power to provide them to you as soon as possible. At the very latest, they will be available by Friday, June 6th.
- If you use a 3rd party to upload transaction history, any necessary uploads need to be completed prior to May 30th.
Branch Access
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- ALL AAGCU Branches will be closed from Friday, May 30th at 3pm PST (2pm AKST), until Tuesday, June 3rd at normal operating hours. (9am PST for SEA Branch, and 9am AKST for ANC Branch).
- Co-op Shared Branching will be UNAVAILABLE from Friday, May 30th at 3pm PST, until Tuesday, June 3rd at 9am PST.
- AAGCU will also be unavailable by phone or email from Friday, May 30th at 3PM PST, until Tuesday, June 3rd at 9am PST.
eStatements / eNotices / eTax
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- PLEASE DOWNLOAD ALL DOCUMENTS YOU NEED FOR YOUR RECORDS.
- eStatements pre-dating June 2022 will no longer be available in Online and Mobile Banking after Friday, May 30th.
- eTax forms pre-dating June 2024 will no longer be available in Online and Mobile Banking after Friday, May 30th.
- The Credit Union will have access to these documents, and will be able to supply them on request. However there may be a fee associated with supplying the documents depending on volume requested.
- eStatements, eNotices, and eTax access will have a new look and feel Online and Mobile banking.
- Due to the new eStatement portal, May eStatements will be slightly delayed in being released. We understand this is an inconvenience and are doing everything in our power to provide them to you as soon as possible. At the very latest, they will be available by Friday, June 6th.
Audio Banking
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- We will no longer offer Audio Banking after the System Upgrade. If you are a current user of Audio Banking, please contact us and we will be happy to set you up with Online and Mobile Banking.
Countdown to System Upgrade
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FAQs
Can I use my debit card during the upgrade weekend?
Yes. Your Alaska Air Group Credit Union debit card will work through the system upgrade.
Can I access my accounts through Shared Branching during the upgrade weekend?
No, Shared Branching will be unavailable from Friday, May 30th after 3pm PT until Tuesday, June 3rd at 9am PT.
Are Online and Mobile Banking Changing?
No. The way you view your eStatements, eTax, and eNotices will be updated, but everything else in Online and Mobile Banking will remain the same. However, on June 3rd, when Online and Mobile Banking are back online, Transaction history from before June 1st will appear blank, as will any Help tickets you may have had. Please reference your Statement for your Transaction history. If you have questions about a Help ticket, please contact the credit union.
I have an automatic payment scheduled for an Alaska Air Group Credit Union loan between May 30th and June 3rd, will my payment go through?
Yes. Alaska Air Group Credit Union is taking steps to ensure internal payments are processed on time.
I have an automatic payment with another financial institution scheduled between May 30th and June 3rd, will my payment go through?
Please plan ahead and expect slight processing delays. Schedule this payment before May 30th if possible, and contact us if you have questions about a specific payment.
If you are a user of SWIVEL Pay, you will need to re-register and reset any recurring payments after the System Upgrade.
I have a loan payment due between May 30th and June 3rd, but it isn't set up automatically. How do I make sure it is paid on time?
Please plan ahead and expect slight processing delays. Process this payment before May 30th if possible, and contact us if you have questions about a specific payment.
Why do you have to do this over the 1st of the month?
Unfortunately, the nature of this system upgrade requires that it occurs over the weekend of the 1st. We understand the frustration, and that this is a peak time in which paychecks and loan payments are processed. We have taken steps to mitigate any impact, but please plan ahead for the processing of these payments. If you have any concerns about a specific payment, please contact us.
I have automatic transfers and/or direct deposit set up. Will this System Upgrade impact those?
Your Account Number and Member Number will remain the same, so the System Upgrade should have no impact on any automatic transfers or direct deposit. However, it is a good idea to check them after Tuesday, June 3rd to ensure there were no interruptions.
If you are a SWIVEL Pay User, you will need to re-register and reset any recurring payments after the System Upgrade.
A dividend posted to my account on May 30th. What is this?
As a result of our system upgrade, we will post dividends that have accrued since the last posting date to your account on May 30th. This is a special, one-time posting. Dividends accrued from May 31st will post as normal on June 30th.
I am enrolled in eStatements, why did I receive a print May statement?
For your convenience, all members were mailed a May statement, regardless of eDocument enrollment status. Your enrollment status will be retained. If you are an eStatement subscriber, you will receive eStatements moving forward, beginning with the June statement.
Will my accounts be safe during this System Upgrade?
Absolutely. Rest assured your accounts are completely safe and secure.
What is a "System Upgrade"?
To better serve our members, we are upgrading our main operating system. This is a necessary transition for us to continue to operate efficiently and offer top quality products and service. Rest assured your accounts and money are safe. We are working hard to ensure this process will have as minimal impact on you as possible.
Is this "System Upgrade" really necessary?
This System Upgrade is vital in allowing us to better serve our members. Though you won’t see many changes, our core operating system will be completely different. This is an important upgrade for our staff that will improve efficiencies, streamline processes, and allow us to continue to operate as the lean, efficient credit union team that our members know and love.
I love that Alaska Air Group Credit Union is small and feels like family, is this upgrade going to change that?
No. If anything, it will better allow us to continue to operate as the small, family-feel team that our members know and love by creating internal efficiencies. We strive to approach everything from a member-focused philosophy, and we believe that this upgrade will overall create a better member experience.
How to prepare
What do I need to do to prepare?
We put together a handy checklist to help you prepare for the System Upgrade. Download it here: Checklist or view the list below.
1. Verify your contact information
Check your contact information in Online or Mobile banking is accurate. This will allow us to remain in touch regarding updates about the System Upgrade.
2. Download eStatements, eNotices, and eTax documents.
Download any documents that you may need for your records. eStatements prior to June, 2022 and eTax forms prior to June, 2024 will no longer be available in Online and Mobile Banking. We will still have access to them and will be able to provide them to you after the System Upgrade. However, there may be a fee associated with the research and providing the documents depending on volume requested.
3. Know your balances.
Check your accounts BEFORE Online and Mobile Banking go offline at 3pm PT on Friday, May 30th. Online and Mobile Banking will be offline until Tuesday, June 3rd, so make sure you know your account balances.
When Online and Mobile Banking come back online on Tuesday, June 3rd, ALL TRANSACTION HISTORY prior to June 1st will not show in Online and Mobile Banking. Balances will be correct, however the history will be empty. Knowing your balance before Online and Mobile Banking go offline can help you have better track of where your balances should be after the weekend. Please refer to your statements for transaction history after the upgrade.
Due to the new eStatement portal, May eStatements will be slightly delayed in being released. We understand this is an inconvenience and are doing everything in our power to provide them to you as soon as possible. At the very latest, they will be available by Friday, June 6th.
4. Upload 3rd party transactions.
If you use a 3rd party to upload transaction history, such as an accounting software, please do so prior to May 30th to ensure they are captured on the statements.
5. Have a backup funding source.
Have an additional funding source, such as cash or credit card, just in case. Your AAGCU debit card will work during the upgrade weekend, but this will help ensure that there are no impacts to your ability to make purchases.
6. Inform us of travel or large purchases.
Contact AAGCU if you know you will be traveling or making any large purchases during the upgrade weekend. This will help ensure there is no impact to your ability to use your debit card during the upgrade.
7. Keep receipts during the upgrade weekend.
When Online and Mobile Banking come back online on Tuesday, June 3rd, ALL TRANSACTION HISTORY prior to June 1st will not show in Online and Mobile Banking. Balances will be updated and accurate, however the history will be empty.
Retaining your receipts can help you keep track of your balances while Online and Mobile Banking are offline.
Please refer to your statements for transaction history. Due to the new eStatement portal, May eStatements will be slightly delayed in being released. We understand this is an inconvenience and are doing everything in our power to provide them to you as soon as possible. At the very latest, they will be available by Friday, June 6th.
8. Contact us with any questions.
We get it, this is a lot. We are here to help every step of the way. Please give us a call if you have any questions.
Be patient with us, we will be dealing with increased call and email volume, so we may take longer than normal to respond. If we do not answer your call right away, please leave a message and we will get back as soon as possible.
What will NOT be impacted?
What will NOT be impacted?
Debit Cards
- Your debit card will be active and usable throughout the system upgrade.
- Your debit card number and pin will not change.
Online and Mobile Banking
- Your Online and Mobile Banking login credentials will not change.
- Online and Mobile Banking will look and feel the same after the system upgrade, though you will have to update the mobile banking application, and you may need to revalidate remembered devices.
Your Accounts
- Your account and member numbers will stay the same.