Answers to Frequently-Asked Questions

Important Dates:

Beginning Monday August 30 at 8 a.m.
Existing online and mobile banking customers can begin to sign into our enhanced system.

  • Delete the old Northwest app and download our new app from your app store. Look for the green Northwest N.*

    App Store Button


    Google Play Button

 

  • Whether you’re logging in from a computer or mobile device, the steps are the same for existing online banking customers. If you’re an existing online banking customer who needs help logging into our new solution for the first time,
    click below for an interactive demo-

     

  • Northwest customers without online banking can enroll in online banking, following these instructions.

  • Keep in mind, if you're using a tablet to access online banking, the experience is best through a web browser, like Safari or Chrome.  To ensure online banking is working as it should, be sure you're using the latest version of your browser.


    *If you're a business customer who uses the mobile app, please visit your app store to update the existing Northwest app so it's marked by a gray and green N and the word "BUSINESS".  If you use the Northwest app for both personal and business online banking, download our new app for personal online banking and update the existing app for business online banking.  Rest assured, beginning September 27, you'll manage all  your Northwest accounts from one app.

    both apps

What’s staying the same:

Although we’re introducing a number of new enhancements with our new online banking solution, we know it’s important that some things stay the same—

User IDs

  • Existing online banking customers can continue to log in with the user ID they’re used to. Keep in mind, to help keep your accounts safe from hackers, we recommend that you change your login ID periodically.


Passwords
When you log for in the first time, you’ll use your current online banking password, but you’ll be prompted to reset your password as part of first-time login.

You’re welcome to use the same password if it meets our updated criteria, which is designed to protect your accounts-

  • 8-32 characters

  • Contains each of the following- uppercase letter, lowercase letter, digit and a special character.

     

 eStatements
If you’re enrolled in eStatements-

  • Your preferences will remain the same

  • You’ll continue to see seven years of statement history, and

  • eStatements will look and work as it has been

 

Bill Pay
Bill Pay will remain the same, including billers, recurring and future-dated payments scheduled before 3 p.m. on September 27 and Bill Pay history.

Related Digital Demos-


Account Nicknames
You’ll see any account nicknames you’ve established within our enhanced online banking.


Prior Account History
When you log into our new solution, you’ll see transaction history from February 1, 2021.  To view older transactions, please reference eStatements.  Additional transaction history will be available soon. Keep in mind, mobile deposit history can only be viewed within the mobile app.

Account Numbers
You’ll continue to be able to find your account numbers in online banking under Account Details > Show Full Account. Northwest’s routing number can be found at the bottom of every page in online banking.

External Transfer Accounts
If you’ve linked accounts from other institutions to Northwest Online Banking, they’ll continue to appear in our enhanced solution.

  • External transaction limits will remain the same

  • External transfers will continue to process within 1-3 business days

  • If you’re adding a new external account, micro deposits will continue to take up to three business days to be received


Deposit-Only Accounts
Any deposit-only accounts you have set up will transfer to our new solution.


What’s changing:

Account Order:

  • Your accounts may be ordered differently than you’re used to, and will not be able to be reordered.

  • Through our new solution, you're also able to hide accounts- which means they won't appear in your account summary or as an option when attempting to make a transfer.  You can hide or unhide accounts at any time from the Accounts menu.

  • Keep in mind, while you can hide your accounts, you can not permanently remove any accounts from online banking.

Cardswap
Cardswap, the service that automatically updates billers if your Northwest debit or credit card information changed, will no longer be available.


Detect Safe Browsing
Detect Safe Browsing, which offers your online banking account supplemental protection from viruses and malware, will no longer be available.

While our new online banking solution will offer additional behind-the-scenes security, we recommend that you continue to keep your operating system and browsers up to date, as well as maintain anti-virus and anti-spyware protection.

 

Quicken, Quickbooks or Mint Connections

If you connect Northwest Online Banking to Quicken, Quickbooks or Mint, there are steps you'll need to take to ensure your connection continues with our new solution.  To help, we created the guides below to walk you through-- 

 

Text Banking

If you use Text Banking to complete simple transactions through SMS on your mobile phone, the number you use to text commands will change to 26790.  For more details, check out the Text Banking section of our Personal Online Banking User Guide.

 

Features and Services (Alphabetized)

Account Balances:
You’ll find your account balances on the homepage of online banking—as soon as you log in.

Alerts and Notifications:
If you had accounts alerts established within online banking, you’ll have to reset them in our new solution. Here are examples of what you can set—

Under Accounts>Manage Cards:
With CardValet®, you can-

      • Lock/Unlock your card- which means you can turn your debit card on and off

      • Receive alerts for certain debit card transactions

      • And, set transaction, geographic, and merchant limits to completely avoid debit card transactions outside of those limits

      • Receive a new debit card automatically when you report a lost or stolen card

Under Alerts > Account Alerts:
Account balance thresholds, transaction limits, updates to personal or account information, fees, past due notices, check clears, stop payments and more.

Under Alerts> Security & Card Alerts:
Alerts for debit card transactions, including transaction amount, transaction type and merchant type.

 

CardValet®:

We’re excited to fully-integrate CardValet® into online and mobile banking for debit cards! This means you’ll no longer need to access CardValet® through a separate app!

  • Lock or unlock your debit card—keep in mind, if you lock your card, even recurring debit card payments will not be processed

  • Receive alerts for certain debit card transactions

  • And, set transaction, geographic, and merchant limits to completely avoid debit card transactions outside of those limits

  • If you report that your debit card is lost or stolen, we’ll order you a new card automatically

  • Until we’ve fully-integrated CardValet® for credit cards, you can continue to manage your credit card alerts and controls through the CardValet® app

  • For your security, you cannot see your entire debit or credit card number through online banking or CardValet®



Personal Information Updates:

  • You can update your address, phone number(s) and email address directly through online banking under Settings>Profile Updates

  • You can also update your User ID and password from this menu—as a security best practice, we recommend you update both regularly

 

Credit Cards:

  • If you have a Northwest credit card, you’ll be able to see your card on the Account Summary page along with a link for "More Information", which will take you to our credit card portal, where you can view your balance, make payments, create alerts and review recent transactions.

  • Stay tuned—soon, you’ll have access to CardValet® within online banking, which you can use to monitor credit card transactions and turn your credit card(s) on and off.  Until then, download the CardValet app from your mobile device’s app store.


Credit Score:

  • This exciting new enhancement, free for all personal Northwest online banking customers, provides you with your latest credit score, plus alerts when your credit is being used and tips for obtaining or maintaining a great credit score.

    Related Digital Demo:     Enroll in My Credit Score

 

Fast Balances:

  • With Fast Balances, available through the mobile app, you can see your account balance without having to enter your login credentials

  • You can enable all your accounts or select specific accounts


Loan Payments:

  • When you’re ready to make a payment to your Northwest loan, you can do so under the Transfer Money tab.

  • The pay Northwest loan option has been removed.

  • As with our previous online banking solution, you’re still unable to make principal-only payments using an external account.



Mobile Deposit:

  • You can continue to deposit checks, 24/7, through our new Northwest mobile app. Click here for step-by-step instructions.

  • You’ll find your mobile deposit history and check images in the mobile app under Deposits > View Deposit History, after you accept our mobile deposit terms.

 

Money Insights (formerly Money Desktop)

  • With Money Insights, you can monitor spending and savings across your Northwest accounts and accounts at other financial institutions—and set budgets and goals to help you prepare for the future.

  • If you’ve used Money Desktop in the past, your settings and preferences will transfer to our new solution.

  • Money Insights is available under the “Accounts” tab.



New Online Banking Customers

Beginning August 30 at 8 a.m., new online banking customers can enroll in our new online banking solution. Here are some tips to ensure a successful enrollment-

  • When enrolling, you’ll need one of your Northwest checking, savings or loan account numbers

  • Because we’ll be sending a unique passcode to your telephone number we have on file, it’s important that the information we have is up to date

  • Your User ID must be between 8 and 26 characters and can be made up of both letters and digits. It’s not case sensitive. And, for security purposes, you cannot use any of the following- your full first name, last name, social security number, telephone number or date of birth

  • When selecting a password, keep in mind the following requirements-

    • It must be between 8-32 characters

    • It must contain each of the following- uppercase letter, lowercase letter, digit and a special character


Safety and Security:

For your safety, our enhanced online and mobile banking solution comes armed with security features to keep you and your accounts safe--

  • If you’re logged in but inactive for 10 minutes, you’ll be automatically logged out

  • If you close your browser before logging out, you’ll be automatically logged out

  • If you complete the self-service unlock/forgot password, you’ll be required to update your password


Stop Payments:

  • You can continue to process stop payments through online and mobile banking, under the “Accounts” tab

  • Stop payments can be placed on a single check or a range of checks

  • Keep in mind, we charge a $37 stop payment fee for each request


Transfers:

  • Internal Transfers will be processed immediately during normal business hours until 9:00 p.m. If you attempt a transfer after 9:00 p.m., it will process the next business day at 3:00 a.m.

  • Internal Northwest transfers made within business hours will continue to be processed immediately.

Related Digital Demos:

Zelle:

  • You’ll continue to have access to Zelle, which you can use to quickly and easily send and request money with family, friends and others you trust.

  • If you’ve used Zelle with Northwest in the past, all of your account history will migrate to our new solution.

Related Digital Demos:

 

Zelle and the Zelle related marks are wholly owned by Early Warning Services, LLC and are used herein under license.