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You are now leaving the Independent Bank website. Linked web pages are not under the control of Independent Bank, its affiliates or subsidiaries. Be aware the privacy policy of the site to which you are going may differ from that of Independent Bank. Independent Bank provides external links as a convenience and is not responsible for the content or security of any linked web page.

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Thanks for your patience!

We are currently experiencing a high volume of customer feedback.

 

For immediate assistance with ONE Wallet, please visit your local branch or call our Customer Experience Hub at 800.355.0641. We appreciate your patience as we work to assist all of our customers.

 

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Are you a visual learner?

Check out all of the features of our new Online Banking platform, ONE Wallet! Explore our new Swipe Tracker, Bill Pay options, transfer capabilities, and more.

 

Check Out Video Tutorials.


ONE Wallet Frequently Asked Questions

Why is Independent Bank enhancing its banking platform?

At Independent Bank, we pride ourselves on offering our customers the best banking experience. We ...
At Independent Bank, we pride ourselves on offering our customers the best banking experience. We realize that what is considered to be the ‘best’ changes over the years, which is why we are constantly working to provide the most up-to-date technology, products, and services to not only meet your financial needs and goals, but exceed them.

To bring you the best banking experience, we are launching our new and enhanced Online and Mobile platform, ONE Wallet. With ONE Wallet, you will be able to bank when, where, and how you want. This is just another way we are helping you to always Be Independent.

When will the Bank’s new system enhancements occur?

We will begin the process on Friday, May 21, 2021, and it will continue throughout the weekend. Our new and enhanced system will go live on Monday, May 24, 2021.
We will begin the process on Friday, May 21, 2021, and it will continue throughout the weekend. Our new and enhanced system will go live on Monday, May 24, 2021.

Will my branch hours change during the enhancement period?

Yes. On Friday, May 21, 2021, branches will close at 5 pm. On Saturday and Sunday, May 22-23, 2021, ...
Yes. On Friday, May 21, 2021, branches will close at 5 pm. On Saturday and Sunday, May 22-23, 2021, branches will be closed. Branches will reopen with regular office hours on Monday, May 24, 2021.

Can I use my debit card during the enhancement period?

Yes. You will be able to use your debit card as normal.
Yes. You will be able to use your debit card as normal.

Can I withdraw money during the enhancement period?

You can withdraw money at your branch on Friday, May 21, 2021, until 5 pm, or you can withdraw money via our ATMs over the weekend.
You can withdraw money at your branch on Friday, May 21, 2021, until 5 pm, or you can withdraw money via our ATMs over the weekend.

Will my information be secure during the new system enhancements?

Yes. The security of your accounts and personal information is our top priority. Our system enhancements will not compromise our security and privacy standards in any way.
Yes. The security of your accounts and personal information is our top priority. Our system enhancements will not compromise our security and privacy standards in any way.

Will I need to create a new username and password?

Most current usernames already conform to the security requirements of our new ONE Wallet platform. ...
Most current usernames already conform to the security requirements of our new ONE Wallet platform. In most cases, there will be no need to create a new username. You will be able to sign in with your current username just as you do today.

What will happen when I first sign in to the new ONE Wallet platform?

After successfully entering your username and creating a new password, you will be prompted to ...
After successfully entering your username and creating a new password, you will be prompted to verify your identity by receiving a one-time passcode to a phone number you have on file with us. The ONE Wallet system will then walk you through the rest of the first-time log-in process.

Will I need to update my Independent Mobile app?

If you have an Android device, yes, you will need to search the Google Play Store for “IB ONE ...
If you have an Android device, yes, you will need to search the Google Play Store for “IB ONE Wallet” and download the new app to get started. If you have an Apple device, you will simply need to follow the prompts to update your current mobile app.

Will the IB Mobile app on my tablet be affected?

After May 24, 2021, the current app will no longer be available. To access Online Banking on a tablet or iPad, please visit IndependentBank.com.
After May 24, 2021, the current app will no longer be available. To access Online Banking on a tablet or iPad, please visit IndependentBank.com.

Will I need to reestablish my recurring transfers?

Recurring transfers between accounts will remain scheduled as they are today. Upon your first login to ONE Wallet, please navigate to the Pay/Transfer menu and choose Create/Edit Transfers to review your scheduled transfers.
Recurring transfers between accounts will remain scheduled as they are today. Upon your first login to ONE Wallet, please navigate to the Pay/Transfer menu and choose Create/Edit Transfers to review your scheduled transfers.

Will I need to reestablish my recurring Bill Pay payments?

Recurring bill payments will remain scheduled in the new Bill Pay system. Upon your first login to ...
Recurring bill payments will remain scheduled in the new Bill Pay system. Upon your first login to ONE Wallet, please navigate to the Pay/Transfer menu and choose Pay Bills to launch Bill Pay. On the right-hand side of the Payment Center you will see your pending payments.

Will I need to reestablish my account alerts?

Existing alerts were not converted to our new ONE Wallet platform. To establish account alerts in ONE Wallet, please navigate to Alerts and then Account Alerts to view the account alert options
Existing alerts were not converted to our new ONE Wallet platform. To establish account alerts in ONE Wallet, please navigate to Alerts and then Account Alerts to view the account alert options

Will I need to reenroll in eStatements?

No, all of your eStatement preferences will be converted to our new platform. To view your digital ...
No, all of your eStatement preferences will be converted to our new platform. To view your digital documents, please navigate to eServices and follow the prompts. If you haven’t signed up for eStatements or need to make changes to your preferences, you may do so from the eServices menu.

What happened to Personal Finance?

Personal Finance is now called ONE Wallet+. This is the same tool that you used previously, with all of the same capabilities & added enhancements.
Personal Finance is now called ONE Wallet+. This is the same tool that you used previously, with all of the same capabilities & added enhancements.

What should I do if I can’t log in?

If you are unable to log in to our new ONE Wallet banking platform, please contact our Customer ...
If you are unable to log in to our new ONE Wallet banking platform, please contact our Customer Experience Hub at 800.355.0641, Monday-Friday 8 am-8 pm and Saturday-Sunday 8 am-6 pm (ET).

Will I need to reestablish my External Transfers?

Yes. ONE Wallet enables you to both send and request money from accounts you own at other financial institutions but you will need to reestablish these accounts in ONE Wallet.
Yes. ONE Wallet enables you to both send and request money from accounts you own at other financial institutions but you will need to reestablish these accounts in ONE Wallet.

Any additional questions?

We are happy to address any additional questions or concerns you may have. Our Customer Experience ...
We are happy to address any additional questions or concerns you may have. Our Customer Experience Hub can be reached at 800.355.0641, Monday-Friday 8 am-8 pm and Saturday-Sunday 8 am-6 pm (ET).
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