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We’re enhancing your digital banking experience with exciting system upgrades—including a new Online Banking platform, upgraded Mobile App, and improved deposit accounts.
To log in for the first time:
Visit FidelityBankOnline.com or open the new Mobile App.
Use your existing Username.
Personal clients: Use the last four digits of your Social Security Number (SSN) as your temporary password.
Business clients: Use the last four digits of your Employer Identification Number (EIN).
Commercial clients: You will receive separate login instructions by email.
Follow prompts to set up a new password and Multi-Factor Authentication.
Please take a moment to review the Upgrade Guide for full details on what’s changing. Then, scroll below to find the key updates, timelines, and tools that matter most to you.
Review the timeline and mark your calendar—some key dates will require preparation. Most services remain unchanged through May 15, with full access to new features beginning Monday, May 19.
Our Client Care Center is here to support you during this transition. Call or Text: 800-581-5363. – Chat or Leave a Message.
Monday – Friday 8:00 a.m. – 6:00 p.m. and Saturday 8:30 a.m. – 2:00 p.m.
Your banking experience is about to get smoother. With our new Online and Mobile Banking systems, you’ll enjoy enhanced features, stronger security, and all the tools you expect—view balances, transfer funds, pay bills, deposit checks, and more.
Seamless Experience Across Devices: Enjoy a consistent experience whether you’re on your phone, tablet, or desktop—with the same features available on every device.
Customizable Dashboards: Arrange your Online and Mobile Banking to fit your needs. Choose what to see first, set a preferred name, and even upload a profile photo.
Secure Messaging: Get account support, send attachments, and ask questions using the new in-app message center—right from your Online or Mobile Banking.
Built-In Credit Score Manager: Track your credit score, monitor for identity theft, and get personalized tips to improve your financial health.
Debit Card Controls & Travel Notices: Easily manage your card, set travel alerts, and prevent unauthorized purchases for greater security and peace of mind.
Smarter Transaction Tools: Search by date, amount, or merchant. Add tags, notes, or images to purchases—and even flag suspicious activity with “Ask about this” features.
Link Outside Accounts: Get a complete view of your finances by connecting accounts from other institutions, so you can stay organized and make informed decisions.
Easy Electronic Documents: Choose which documents to receive electronically—statements, loan bills, tax forms, and more—all in one place.
Enhanced User Management: Manage user access and permissions with ease through streamlined setup and approval workflows.
We’re excited to introduce our enhanced Commercial Online Banking system, designed to provide a modern, secure, and more efficient way to manage your business finances.
This powerful system delivers a full suite of cash management tools to support your day-to-day operations.
NOTE: If this new system applies to your business, we will contact you directly with more information. Additional details below in Commercial section.
Our Client Care Center is here to support you during this transition. Call or Text: 800-581-5363. – Chat or Leave a Message.
Monday – Friday 8:00 a.m. – 6:00 p.m. and Saturday 8:30 a.m. – 2:00 p.m.
We’re making meaningful upgrades to your banking experience—improving how you manage your accounts, access digital tools, and receive key documents. Below, you’ll find a breakdown of what is changing and what is not
To prepare for our system upgrade, several services will be temporarily unavailable. Please review the list below and plan accordingly. All services will resume on Monday, May 19, unless otherwise noted.
All personal and business deposit accounts will transition to new, streamlined offerings starting May 16. These accounts are designed to preserve the features you rely on, while introducing added benefits and clarity.
You can view exactly how your current account is transitioning—along with your new account name, features, and benefits—in the Enhanced Deposit Account Comparison PDF or on page 19 of the Upgrade Guide.
NOTE: Following the upgrade, if you have any questions or believe a different account may better suit your needs, please reach out to your Banking Center Manager or contact our Client Care Center at 800-581-5363. We’re here to help.
As part of the upgrade, all account statements—both personal and business—will have a new look and schedule. A final pre-upgrade statement will be mailed for all deposit accounts on May 15, including those currently enrolled in eStatements. All accrued interest will post to accounts on May 15. After the upgrade, all statements will show transaction details in chronological order.
NOTE: Statements will now include front-of-check images only, and for added security, account numbers and check details will be redacted or truncated. Back of check images can be provided upon request.
Loan account statements will also have a new look. Any loan bills/statements originally scheduled to mail between May 15–21 will be processed on May 15. This may result in lower-than-usual
interest charges in May and higher interest in June.
NOTE: Following the upgrade, access to eStatements dated between December 1, 2024, and May 16 will be temporarily delayed. eStatements dated prior to December 1 will remain accessible. Full historical access will be restoed on August 1 and will be available in the Documents/Statements section of Online and Mobile Banking
Printed statements will be available at your local Banking Center upon request.
All Business Services Fees Waived in May, including:
Please note: Fees for incoming and outgoing wires, stop payments, and non-sufficient funds (NSF) will still apply as usual.
Starting in June, business services fees will be billed one month in arrears
The $50 annual fee will be processed on your loan anniversary date during the draw period. No annual fee will be charged during the repayment period
Overdrafts: Following the upgrade, if the overdrawn amount is greater than the amount available to you, the item will be returned the next business day. Please refer to the Overdraft Privilege documents in the Appendix of the Upgrade Weekend Guide.
Funds Availability for External Transfers: A two-business-day hold will be placed on all incoming external transfers (from non-Fidelity Bank accounts) scheduled through Online Banking after the upgrade
As part of the system upgrade, some scheduled payments and transfers will be processed differently or may need to be reestablished in the new Online Banking system. Please review the following updates to avoid disruption.
Scheduled Bill Payments:
Scheduled Transfers:
Our Client Care Center is here to support you during this transition. Call or Text: 800-581-5363. – Chat or Leave a Message.
Monday – Friday 8:00 a.m. – 6:00 p.m. and Saturday 8:30 a.m. – 2:00 p.m.
We’re upgrading your everyday banking tools to make managing your finances easier, smarter, and more secure. From a refreshed Online and Mobile Banking platform to enhanced account features, you’ll have more control and flexibility at your fingertips.
Explore what’s changing—how to access your new experience, what’s happening to your current accounts, and the added benefits now available to you
Online and Mobile Banking will be unavailable after 3:00 p.m. on Thursday, May 15. The upgraded system will be available starting Monday, May 19. Your Username will remain the same, but you will need to set a new password.
To log in for the first time:
Visit FidelityBankOnline.com or open the new Mobile App.
Use your existing Username.
Use the last four digits of your Social Security Number (SSN) as your temporary password (Personal clients).
Follow prompts to set up a new password and Multi-Factor Authentication.
Note: Business clients will use the last four digits of their Employer Identification Number (EIN). Commercial clients will receive separate instructions directly from their relationship manager.
The current Mobile App will no longer work after May 15. To continue to bank on your mobile device or tablet, you will need to download a new version of
the App on Monday, May 19, from the Apple® App Store (iOS) or Google Play™ (Android).
On or after May 19, download the new Fidelity Bank Mobile App from the Apple App Store or Google Play.
Search for “Fidelity Bank – MA” and look for the updated app icon.
Delete the old app after installation for the best experience.
NOTE: Commercial clients will use a separate app and will receive additional communication.
As part of the upgrade, all account statements—both personal and business—will have a new look and schedule. A final pre-upgrade statement will be mailed for all deposit accounts on May 15, including those currently enrolled in eStatements. All accrued interest will post to accounts on May 15. After the upgrade, all statements will show transaction details in chronological order.
Bill Pay makes it easy to manage and pay bills in one secure place. Payees and history will transfer automatically, but please confirm all details, including your default payment account.
Funds must be available on the payment send date to process the payment. Payments will retry for three days before being canceled.
Payments can only be made to companies—payments to individuals are no longer supported.
Your payees and scheduled payments will carry over, but we recommend confirming all details.
The new Credit Manager in Online and Mobile Banking make it easy to monitor your credit and help protect your financial well-being—all in one place. View your credit score, track changes, and receive alerts about activity that may impact your credit. Plus, you’ll have access to built-in identity theft monitoring.
Enroll in Credit Score Manager through Online or Mobile Banking starting May 19 to continue receiving credit updates and protection.
Looking for extra protection? Optional premium features will also be available for a monthly fee.
Take control of your debit card anytime, right from your phone with Card Management using Online and Mobile Banking. Whether you’re boosting security or trying to keep spending in check, card controls let you decide how, when, and where your card is used—all with a few quick taps.
With card controls, you can:
Need to change your PIN? Call us at 800-581-5363 to repin your card.
Internal account to account transfers or loan payments (Fidelity Bank to Fidelity Bank) created through Online Banking and scheduled to occur after May 14 will automatically convert over. To avoid any interruptions to these transfers, please confirm all are accurate and complete.
If you use tools like Quicken, QuickBooks, or Credit Karma, you’ll need to manually reconnect them to your Fidelity Bank accounts after the upgrade.
Our Client Care Center is here to support you during this transition. Call or Text: 800-581-5363. – Chat or Leave a Message.
Monday – Friday 8:00 a.m. – 6:00 p.m. and Saturday 8:30 a.m. – 2:00 p.m.
Our Client Care Center is here to support you during this transition. Call or Text: 800-581-5363. – Chat or Leave a Message.
Monday – Friday 8:00 a.m. – 6:00 p.m. and Saturday 8:30 a.m. – 2:00 p.m.
We’ve upgraded your digital tools and services to better support the way you do business. Whether you’re sending wires, managing ACH, or accessing online tools, these changes are designed to improve efficiency, enhance security, and give you more control.
Now that the upgrade weekend is complete, it’s time to get up and running with your new business banking tools. You’ll find the key steps below, and many of these updates are also reflected in the Upgrade Guide.
Online and Mobile Banking will be unavailable after 3:00 p.m. on Thursday, May 15. The upgraded system will be available starting Monday, May 19. Your Username will remain the same, but you will need to set a new password.
To log in for the first time:
Visit FidelityBankOnline.com or open the new Mobile App.
Use your existing Username.
Use the last four digits of your Employer Identification Number (EIN).
Follow prompts to set up a new password and Multi-Factor Authentication.
Note: Commercial clients will receive separate instructions directly from their Business Services or Commercial Banking Officer with more details.
The current Mobile App will no longer work after May 15. To continue to bank on your mobile device or tablet, you will need to download a new version of
the App on Monday, May 19, from the Apple® App Store (iOS) or Google Play™ (Android).
On or after May 19, download the new Fidelity Bank Mobile App from the Apple App Store or Google Play.
Search for “Fidelity Bank – MA” and look for the updated app icon.
Delete the old app after installation for the best experience.
NOTE: Commercial clients will use a separate app and will receive separate instructions directly from their Business Services or Commercial Banking Officer with more details.
As part of the upgrade, all account statements—both personal and business—will have a new look and schedule. A final pre-upgrade statement will be mailed for all deposit accounts on May 15, including those currently enrolled in eStatements. All accrued interest will post to accounts on May 15. After the upgrade, all statements will show transaction details in chronological order.
Some settings—like external transfers, loan payments, alerts, reminders, and eBills—will not carry over to the new system. To avoid disruption, you’ll need to manually reenter these preferences once you log in.
Internal account to account transfers or loan payments (Fidelity Bank to Fidelity Bank) created through Online Banking and scheduled to occur after May 14 will automatically convert over. To avoid any interruptions to these transfers, please confirm all are accurate and complete.
Payees and history will transfer automatically, but please confirm all details, including your default payment account.
Funds must be available on the payment send date to process the payment. Payments will retry for three days before being canceled.
Payments can only be made to companies—payments to individuals are no longer supported.
“Send On” date will now be used when scheduling payments (not “Deliver By”)
If your business uses accounting software or financial tools like QuickBooks or Quicken, those connections won’t carry over automatically after the upgrade. These integrations must be manually reconnected in the new system.
ACH and wire transfers are essential to business operations—and while your templates have moved to the new system, your recurring schedules haven’t.
Beginning on May 20th, check positive pay will provide you with your daily exception items by 6 am and you have until 10:30 am to finalize and input your decisions .
Prior to your first check issue file being submitted to the Bank, you will be required to reestablish your file parameters within online banking.
An example of a CSV check issue file format can be found in this link .
Additional information can be found in the Business/Commercial Online Banking User Guides.
Find helpful guides, instructions, and key links to support you before, during, and after the upgrade.
Learn how to use Commercial Online Banking with this helpful User Guide.
As part of our Client Experience Upgrade, clients who use QuickBooks or Quicken will need to take action to ensure continued access and a smooth transition.
If you connect to your Fidelity Bank accounts through QuickBooks or Quicken, please review the conversion instructions below and follow the required steps to ensure a smooth transition.
Note that the conversion instructions reference two Action Dates. Please use the dates provided below:
A data file backup and a final transaction download should be completed by this date. Please make sure to complete the final download before this date since transaction history might not be available after the upgrade.
This is the action date for the remaining steps on the conversion instructions. You will complete the deactivate/reactivate of your online banking connection to ensure that you get your current Quicken or QuickBooks accounts set up with the new connection.
Intuit aggregation services may be interrupted for up to 3-5 business days after May 19. Users are encouraged to download a QBO file during this outage. The following services may not work during the outage:
After completing the steps outlined in the conversion instructions, be sure to carefully review your downloaded transactions to ensure no duplicates or missing entries appear in your register.
If you have any questions or need assistance, please contact Fidelity Bank Business Services at 978-870-1472. Our team is here to support you—and we can also connect you with expert professionals to guide you through the transition.
1) If You Send ACH Passthrough Files
The files you send to the Bank on or after May 19th must be unbalanced files. The offset line in your file must be removed before it is uploaded to the Bank. This requires a modification to the file itself.
*If you need assistance from your IT support, please engage them now to set up a time to assist you in this process.*
2) Fidelity Bank follows NACHA file formatting requirements. Company name and ID on your NACHA files are case sensitive. And must match what Fidelity has in our internal systems.
Templates:
Cutoff Time Beginning May 19th (via Online Banking): 5pm M-F
Limits
ACH Dual Control
ACH dual control will no longer be turned on for online banking clients. If you are interested in turning this feature back on, please contact us for more details.
ACH Reversals
The new system will not allow users to initiate a reversal online. After May 19th, any reversals must be submitted to the Bank in writing for further action.
Wire Cutoff Time beginning May 19th: 4:30pm Monday – Friday.
Templates will convert to the new system but will not include dollar amounts. You will need to reenter the dollar amount in your templates.
The Purpose field is required however it will not convert over in your existing wire templates. Please update your wire templates by adding the purpose field, in order to send funds.
Beginning Monday, May 19, you will have access to our enhanced Remote Deposit Capture (RDC) service. The service can be accessed directly through Online Banking—no separate login required.
To prepare for the transition, please follow these steps:
Your current scanner is compatible with the new system in most cases. For details, please refer to the list of supported scanners on page 5 of the Installation Guide.
To help you get started, we’ve also created a brief RDC User Guide highlighting the new system’s features and functionality.
Note: We will be reaching out to schedule time to help you with these required steps, as needed.
New Cutoff Time Beginning May 19th: 5pm M-F
Going forward, you will make corrections for any check rejects in the system.
During our system upgrades, we are improving the way we charge for services. As a Business Services client, you will be provided with more clarity on the services you are being charged for on a monthly basis.
Prior to the upgrade you were contacted by a Business Services Representative to select your primary billing account; either a Business Connect Checking Account, Municipal Connect Checking Account, or a Non-Profit Connect Checking. The account that you selected will be the billing account, that is assessed the total of all charges from the accounts in your group.
As previously communicated, you will not be charged for services provided during the month of May 2025, with the exception of Incoming and Outgoing Wires, Stop Payments and Non-sufficient funds fees. Moving forward, all wire fees will be charged in bulk.
After the upgrade, the first month of services you will be charged for is June 2025, however this charge will not be assessed to your account until the 7th day of the following month. In this scenario, you will be charged on July 7th for your June services used. If the 7th day of the month falls on a non-banking day, you will be charged the next banking day.
In addition to the charge, you will receive a billing statement that will outline all of the services provided by the Bank, as well as the volume of each service and relative total charge. These billing statements are separate from your monthly checking account statements that are produced on the last day of the month. Billing statements will be mailed approximately three business days after the billing cycle is finalized. Depending on mail time, you should receive your paper statement within 4-5 business days.
Billing statements are offered via electronic statements in your online banking service, which is the recommended way of delivery. As of the first billing period on July 7, you will be set up for paper statement delivery unless you contact us to request electronic statement delivery.
Please consider requesting electronic delivery for faster delivery of your statement and ease of use.
There are no changes for ZRent services.
During the upgrade period, these services will be unavailable on Thursday, May 15th at 3 pm through Tuesday, May 20th. You can access beginning Wednesday, May 21st.
We’ve upgraded your digital tools and services to better support the way you do business. Whether you’re sending wires, managing ACH, or accessing online tools, these changes are designed to improve efficiency, enhance security, and give you more control.
Please keep an eye out for additional information arriving by mail and by email.
Now that the upgrade weekend is complete, it’s time to get started with your new Commercial Online Banking experience. You’ll receive direct communication from your Business Services or Commercial Banking Officer with further details, including login instructions and any setup steps specific to your business. Below is a summary of key actions to take so you can begin using your upgraded tools with confidence.
Please refer to the enrollment email that was also sent, which includes your first-time login instructions and a direct link to access the system. Each user will need:
Primary Administrators: if you haven’t yet done so, please securely share the Company ID with your users
To access Commercial Online Banking from your phone:
Once you log in to Commercial Online Banking through your mobile browser, follow these steps to add the app to your home screen for quick access:
For iPhone (Safari Browser):
For Android (Chrome Browser):
As part of the upgrade, all account statements—both personal and business—will have a new look and schedule. A final pre-upgrade statement will be mailed for all deposit accounts on May 15, including those currently enrolled in eStatements. All accrued interest will post to accounts on May 15. After the upgrade, all statements will show transaction details in chronological order.
Some settings—like external transfers, loan payments, alerts, reminders, and eBills—will not carry over to the new system. To avoid disruption, you’ll need to manually reenter these preferences once you log in.
Internal account to account transfers or loan payments (Fidelity Bank to Fidelity Bank) created through Online Banking and scheduled to occur after May 14 will automatically convert over. To avoid any interruptions to these transfers, please confirm all are accurate and complete.
Payees and history will transfer automatically, but please confirm all details, including your default payment account.
Funds must be available on the payment send date to process the payment. Payments will retry for three days before being canceled.
Payments can only be made to companies—payments to individuals are no longer supported.
“Send On” date will now be used when scheduling payments (not “Deliver By”)
If your business uses accounting software or financial tools like QuickBooks or Quicken, those connections won’t carry over automatically after the upgrade. These integrations must be manually reconnected in the new system.
ACH and wire transfers are essential to business operations—and while your templates have moved to the new system, your recurring schedules haven’t.
Beginning on May 20th, check positive pay will provide you with your daily exception items by 6 am and you have until 10:30 am to finalize and input your decisions .
Prior to your first check issue file being submitted to the Bank, you will be required to reestablish your file parameters within online banking.
An example of a CSV check issue file format can be found in this link .
Additional information can be found in the Business/Commercial Online Banking User Guides.
Find helpful guides, instructions, and key links to support you before, during, and after the upgrade.
Learn how to use Commercial Online Banking with this helpful User Guide.
As part of our Client Experience Upgrade, clients who use QuickBooks or Quicken will need to take action to ensure continued access and a smooth transition.
If you connect to your Fidelity Bank accounts through QuickBooks or Quicken, please review the conversion instructions below and follow the required steps to ensure a smooth transition.
Note that the conversion instructions reference two Action Dates. Please use the dates provided below:
A data file backup and a final transaction download should be completed by this date. Please make sure to complete the final download before this date since transaction history might not be available after the upgrade.
This is the action date for the remaining steps on the conversion instructions. You will complete the deactivate/reactivate of your online banking connection to ensure that you get your current Quicken or QuickBooks accounts set up with the new connection.
Intuit aggregation services may be interrupted for up to 3-5 business days after May 19. Users are encouraged to download a QBO file during this outage. The following services may not work during the outage:
After completing the steps outlined in the conversion instructions, be sure to carefully review your downloaded transactions to ensure no duplicates or missing entries appear in your register.
If you have any questions or need assistance, please contact Fidelity Bank Business Services at 978-870-1472. Our team is here to support you—and we can also connect you with expert professionals to guide you through the transition.
1) If You Send ACH Passthrough Files
The files you send to the Bank on or after May 19th must be unbalanced files. The offset line in your file must be removed before it is uploaded to the Bank. This requires a modification to the file itself.
*If you need assistance from your IT support, please engage them now to set up a time to assist you in this process.*
2) Fidelity Bank follows NACHA file formatting requirements. Company name and ID on your NACHA files are case sensitive. And must match what Fidelity has in our internal systems.
Templates:
Cutoff Time Beginning May 19th (via Online Banking): 5pm M-F
Limits
During the weekend of our system upgrade you will not be presented with ACH exception items on Monday, May 19th. The Bank will contact you on these days to notify you of any exceptions and will record your pay/return decision at that time.
Access to your positive pay exceptions will be available via online banking beginning Tuesday, May 20th.
Starting on May 20th, you will access ACH Positive Pay directly in Commercial Online Banking via single sign on. You will no longer need a separate login for this service.
Please note: Beginning on May 20th, ACH positive pay will provide you with your daily exception items by 6am and you have until 10:30 am to finalize and input your decisions.
If you previously used ACH Positive Pay through Business Online Banking, you are now enrolled in our enhanced ACH Positive Pay service within Commercial Online Banking, effective May 19th. The robust functionality allows you to manage your blocked and approved list, while also providing you with additional flexibility to pre-authorize debits coming from certain originators, certain dollar amounts and/or dates, in addition to other functionality.
Additional information can be found in the Commercial Online Banking User Guide.
Wire Cutoff Time beginning May 19th: 4:30pm Monday – Friday.
Templates will convert to the new system but will not include dollar amounts. You will need to reenter the dollar amount in your templates.
The Purpose field is required however it will not convert over in your existing wire templates. Please update your wire templates by adding the purpose field, in order to send funds.
Beginning Monday, May 19, you will have access to our enhanced Remote Deposit Capture (RDC) service. The service can be accessed directly through Online Banking—no separate login required.
To prepare for the transition, please follow these steps:
Your current scanner is compatible with the new system in most cases. For details, please refer to the list of supported scanners on page 5 of the Installation Guide.
To help you get started, we’ve also created a brief RDC User Guide highlighting the new system’s features and functionality.
Note: We will be reaching out to schedule time to help you with these required steps, as needed.
New Cutoff Time Beginning May 19th: 5pm M-F
Going forward, you will make corrections for any check rejects in the system.
During our system upgrades, we are improving the way we charge for services. As a Business Services client, you will be provided with more clarity on the services you are being charged for on a monthly basis.
Prior to the upgrade you were contacted by a Business Services Representative to select your primary billing account; either a Business Connect Checking Account, Municipal Connect Checking Account, or a Non-Profit Connect Checking. The account that you selected will be the billing account, that is assessed the total of all charges from the accounts in your group.
As previously communicated, you will not be charged for services provided during the month of May 2025, with the exception of Incoming and Outgoing Wires, Stop Payments and Non-sufficient funds fees. Moving forward, all wire fees will be charged in bulk.
After the upgrade, the first month of services you will be charged for is June 2025, however this charge will not be assessed to your account until the 7th day of the following month. In this scenario, you will be charged on July 7th for your June services used. If the 7th day of the month falls on a non-banking day, you will be charged the next banking day.
In addition to the charge, you will receive a billing statement that will outline all of the services provided by the Bank, as well as the volume of each service and relative total charge. These billing statements are separate from your monthly checking account statements that are produced on the last day of the month. Billing statements will be mailed approximately three business days after the billing cycle is finalized. Depending on mail time, you should receive your paper statement within 4-5 business days.
Billing statements are offered via electronic statements in your online banking service, which is the recommended way of delivery. As of the first billing period on July 7, you will be set up for paper statement delivery unless you contact us to request electronic statement delivery.
Please consider requesting electronic delivery for faster delivery of your statement and ease of use.
There are no changes for the ZEscrow and ZRent services.
During the upgrade period, these services will be unavailable beginning on Thursday, May 15th at 3 pm through Tuesday, May 20th. You can access these services beginning Wednesday, May 21st.
Routing # 211370707 | NMLS # 452347 | Phone: 800.581.5363
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