Help & FAQs | Credit Union | Questions

Account Information

What is Platinum Trust Bank's routing number?

Our routing number is 253278401.

How do I change my name on existing accounts?

Name change requests can be submitted online by completing the Name Change request Form. This is for an account owner's name change on existing accounts. This cannot be used for a minor's name change or business accounts.

Name Change Request Form

Appointments

Can I reschedule my appointment?

To reschedule your appointment for a different date or time, new appointment type, or a different Financial Center, please cancel your existing appointment and schedule a new one.

Can I schedule an appointment for today or tomorrow?

We want to make sure you have an outstanding experience with your appointment. To do that, we ask that appointments are scheduled at least one hour in advance to give our representatives an opportunity to prepare for your appointment. If your need is more urgent, please call us or visit any one of our Financial Centers and we would be happy to help you. Members without an appointment are served on a first-come first-served basis.

Can I still come in without an appointment?

Yes. Any one of our Financial Centers would be happy to help you. Members without an appointment are served on a first-come first-served basis.

How do I know if my appointment has been confirmed?

Look for an email confirmation and text message if you selected "SMS Text Alerts".

How long will my appointment last?

For each of our appointments, we block out 30 minutes or an hour especially for you. Most appointments last 30-45 minutes.

How will you contact me?

We will e-mail you a confirmation of your appointment and send updates to keep you informed on the status of your appointment. We may contact you by phone if we have any questions prior to your visit.

May I schedule an appointment with a specific representative?

Yes, you have the option to select any available resource or specific employee.

What are the advantages of scheduling an appointment online?

Appointments are designed for your benefit. By scheduling an appointment online, we will have a Financial Center Representative ready and waiting for you at your selected date and time to discuss your financial needs. No waiting for a representative to assist you.

What if I am late for my appointment?

We have a 15 minute no-show rule. If you do not contact us to let us know that you are going to be late, then your appointment will be canceled and our representatives will have to move on to the next member.

What information is required to make an appointment?

We ask for your name, email address, the best phone number to contact you, and whether or not you are an existing member.

What should I do if I miss my appointment?

We are always happy to help you. If you are unable to keep your appointment, please cancel and reschedule. You are welcome to call us 8:00am - 6:00pm, Monday - Friday (), or stop by any of our Financial Centers during regular business hours for first-come first-serve basis.

What should I do if the appointment type I need isn’t an option?

Please select the appointment type most closely associated with your needs and include any relevant notes in the Additional Information section of your appointment.

What should I bring with me to my appointment?

Please bring your most recent and accurate drivers license or government-issued ID, your current account information (if applicable), and any relevant information that may help us serve you. Visit this page for information about how to prepare for an appointment.

Auto Loans

What information is needed to apply for an auto loan?

For all loan requests you will be asked to provide personal information:

Name of each applicant
Physical address (P.O. Box does not apply)
Length of time at address
Phone number
E-mail address
Social Security number
Date of birth
Income information
Name of current employer
Employer's address and phone number
Length of employment
Salary
Position held
Other applicable income (for example, retirement and/or pension)
Current mortgage or rent obligations
Name and phone number of nearest relative not living with you
Loan application purpose
Collateral information, if applicable.

To apply now, get started with an online loan inquiry, visit a local financial center or contact us.

How do I make a payment online?

Click here to learn more about how to make a payment online.

Do you offer auto insurance?

Click here to learn more about auto insurance available through our wholly-owned subsidiary, Platinum Trust Bank Insurance Solutions.

Business Checking

What documents are required to open a business membership account?

Please click here to view the documents you will need to open a business account.

How do I register my Mastercard® Business Debit or Credit Card for uChoose Rewards?

To register your MasterCard^® Business Debit Card, visit uchooserewards.com and follow the registration steps using the last four digits of the EIN/TIN. If you have already earned points, you will see your totals. Points are posted between the 15th and the 25th of the following month.

MasterCard^® Debit cardholders earn 1 uChoose Rewards point for every $5 on all signature-based transactions. Mastercard® Business Credit cardholders earn 1 uChoose Rewards point for every $1 on all transactions. Each debit or credit card on the business account will receive points for transactions.

Points can be redeemed at uchooserewards.com for up to 5 years from the date of purchase.

How can I accept debit and credit card processing at my business?

We have partnered with Clover^® Business Solutions to give our member’s the ability to accept debit and credit cards as forms of payment. Funds are deposited directly into the business checking account within 72 hours of the transaction. All major cards are accepted.
Please Contact us to get started and a Clover^® representative will contact you regarding your application and answer any additional questions you may have.

How do I order checks and deposit slips for my business account?

If this is your first time placing an order for checks, please give us a call at . You will need to have the ABA/Routing Transit number ready (253278401). For check reorders, be sure to have the complete checking account number.

If this is your first time placing an ordering checks, please these steps:

Visit a local financial center or contact us.

How do I access Online Business Banking?

To access Online Business Banking, please download and complete the form Online Business Banking Manager Designation Form (PDF) and take it to the nearest financial center.

If you do not have your log in credentials or need help logging in, please contact us at .

Business Credit and Debit Cards

How do I register my Mastercard® Business Debit or Credit Card for uChoose Rewards?

To register your MasterCard^® Business Debit Card, visit uchooserewards.com and follow the registration steps using the last four digits of the EIN/TIN. If you have already earned points, you will see your totals. Points are posted between the 15th and the 25th of the following month.

MasterCard^® Debit cardholders earn 1 uChoose Rewards point for every $5 on all signature-based transactions. Mastercard® Business Credit cardholders earn 1 uChoose Rewards point for every $1 on all transactions. Each debit or credit card on the business account will receive points for transactions.

Points can be redeemed at uchooserewards.com for up to 5 years from the date of purchase.

As a business member, how do I redeem points for merchandise?

Business credit card and debit cardholders can redeem points for rewards online by following these steps:

Visit uChooserewards.com.
Select the “Merchandise” link to view the merchandise catalog.
Add the desired merchandise awards to your shopping cart for redemption.
Click on the "Proceed to Checkout" button to place your order online.
Enter your name, shipping address, and a telephone number, and click "Transmit Order" to submit your order.
You will receive a confirmation number after your order has been submitted.

Keep records of your order until you receive your award merchandise. Points can be redeemed for travel awards online or via phone.

Travel awards that can be redeemed through the uChoose Rewards Travel Agency include:

Airline tickets
Hotel certificates
Car certificates
Vacation packages
Experiences
Cruises

Do you offer business insurance?

Click here to learn more about business insurance available through our wholly-owned subsidiary, Platinum Trust Bank Insurance Solutions.

Business Loans

What documents are required to open a business membership account?

Please click here to view the documents you will need to open a business account.

When is my loan payment due?

Loan payment due dates are generally 30-45 days from the loan closing date. The payment due date is notated in your loan documents and agreed upon before disbursement of your loan. Due dates and loan payment amounts can also be viewed through Online Banking, Mobile Banking or statements.

How do I make a payment online?

Click here to learn more about how to make a payment online.

Do you offer business insurance?

Click here to learn more about business insurance available through our wholly-owned subsidiary, Platinum Trust Bank Insurance Solutions.

Business Share Certificates

Can I open a Share Certificate on my business account?

We offer certificates, available on business accounts:

Regular certificates are opened with a minimum of $500.
Jumbo certificates are opened with a minimum of $50,000.
Terms range from 3 months to 60 months.
Rates are subject to change at any time and vary based on your balance and term.

To open a certificate now, visit a local financial center or contact us.

What other business banking services do you offer?

We offer ability to:

View transaction history to include; balances, deposits, cleared checks or dividends.
Track spending and download transactions to Quick Books.
Make loan payment.
Conduct account research.
Apply stop payments.
Allow multiple users within a company to have assigned levels of access and authority.
Conduct wire transfers for members who qualify.
Send ACH payments for Business Members who qualify (direct debit/credit to other accounts).
Schedule transfers.
Pay Bills.

Checking and Savings Accounts

How do I open an account?

You can open an account by visiting a financial center, calling , or online.

To view Checking account options and learn more, click here.
To view Savings account options and learn more, click here.

Required documents:

A valid driver's license or government-issued photo ID
U.S. Social Security Number
Credit/debit card to fund the account

You must be a U.S. citizen or a U.S. resident alien.

The following accounts require personal attention, specific documentation and are not opened online: Trust, Individual Retirement Accounts (IRAs), estate accounts, business accounts, teen accounts and Kids Savings accounts. Please visit a financial center for assistance with these accounts.

Where can I find my account number?

You can locate your account number by clicking on the eye icon within Online or Mobile Banking.¹
If you have checks for your account, your account number is the second string of characters printed on the bottom of your checks:
You can also view your account number on your membership card that you received when you opened your account.

How do I set up Direct Deposit?

Complete the direct deposit form (PDF) and submit it to your employer/income provider. You will need your
account number and Platinum Trust Bank's routing number.

Platinum Trust Bank's routing (MICR) number is 253278401. Your account number is the second string of characters at the bottom left of your check. You can also locate your account number by clicking on the eye icon within Online or Mobile Banking.¹

How do I order checks for my account?

If this is your first time placing an order for checks, please give us a call at .
If this is not your first time ordering checks, follow these steps:

Log into Online Banking.
Click on one of your accounts.
Click on "More Actions."
Click on "Order Checks."
Click "Continue."
Follow the remaining steps.

How can I avoid overdrafting my account?

Here are some tools to help you stay on top of your finances and avoid overdrafts:

Budget: Check out our budgeting tips here to help you make better financial decisions.
Enroll in Direct Deposit: Direct Deposit lets you receive your paychecks faster and helps ensure you have the money you need, when you need it.
Enroll in Online Banking: Check your balances and account history, schedule transfers, receive mobile account alerts and deposit checks through Remote Deposit; all through the convenience of Online Banking.

Where can I find my tax documents?

Mortgage (1098): You can find this form inside online banking. Select the Mortgage account, the Statements, and choose the 1098 Tax Form from the drop-down menu.
Investment Solutions: If you work with an Investment Solutions Advisor, you can find your tax form in your online account.
Savings dividends (1099 INT): You can find this inside Online Banking. Just open Savings, then Online Statements to find your tax document.
- If you are enrolled in e-statements, it will not be mailed to you.
- You will only be issued this form if you received dividends over $10.
1099R, 1099Q, and 5498 statements are mailed to members.

How do I sign up for Online and Mobile Banking?¹

To sign up for Online Banking, click on "Login" at the top of the screen, then click on "First Time User," and follow the prompts.

To sign up for Mobile Banking, download the app from the App Store or Google Play by searching for "Platinum Trust Bank." If you already have an Online Banking User ID and password, you can use it to log in. Or, click on "enroll now" to establish a User ID and password.

How do I sign up for eStatements?

If you have registered for Online Banking, you are automatically enrolled in eStatements.

Credit Cards

What should I do if my debit or credit card is lost or stolen?

For lost or stolen debit cards, please choose from the following options:

Turn your card off and report it as lost or stolen using Online or Mobile Banking¹. Simply log in, click on "Manage Cards" in Online Banking or "Cards" in Mobile Banking1. You may be prompted to call us.
Call Cardholder Services at (800) 472-3272.
Visit a financial center to receive a card instantly issued.

Once your card has been cancelled, a new one will be mailed to you in 7-10 business days. Please check your account to ensure there are no unauthorized transactions.

For lost or stolen credit cards, please choose from the following options:

Turn your card off/on and report it as lost or stolen using Online or Mobile Banking¹. Simply log in, click on "Manage Cards" in Online Banking or "Cards" in Mobile Banking, and follow the prompts to close your credit card and request a new one.
Or for your Mastercard^® Platinum or Mastercard^® Cash Rewards credit cards, please call (855) 325-0904. For your Mastercard® World credit card, call (855) 510-4594.

Once your card has been cancelled, a new one will be mailed to you in 7-10 business days. Please check your account to ensure there are no unauthorized transactions.

How do I file a card dispute?

For debit card disputes:

Please call (866) 394-1205 during business hours and a dispute expert will help you file a claim.

For credit card disputes, please choose from the following options:

Log into Online Banking, click on your credit card account, and select "dispute" next to the applicable transaction.
Or to file a claim via phone for your Mastercard^® Platinum or Mastercard^® Cash Rewards credit cards, please call (855) 325-0904. For your Mastercard® World credit card, please call (855) 510-4594 to file a claim.
For all other disputes:
Visit a local Financial Center.
Call our Contact Center at .

How do I make a credit card payment?

We offer several options to make your credit card payments:

Log in to Online or Mobile Banking¹ to transfer a payment.
Mail a payment to us.
Make payments at a financial center through a:
- Personal check
- Certified check or money order
- Cash, or
- Contact us to make a payment by phone.

Payments reflect on your credit card account within 2 business days after the payment has been made.

How do I enroll in eStatements for my credit card?

Log into Online Banking.
Click on your credit card.
Click on "Statements."
Select the toggle button to turn on paperless statements.

How do I register my debit or credit card for uChoose Rewards?

To register your debit card, visit uChoose Rewards and follow the registration steps.
To register your credit card, simply click on the uChoose Rewards icon on the credit card page in Online Banking and follow the registration steps.

Digital Wallet

What is a digital wallet?

Digital wallets are apps housed on your mobile device. They allow you to store your credit and debit card information and to securely pay for transactions. A digital wallet can be used on your phone, tablet, or smartwatch.

Where can I use my digital wallet?

You can use your digital wallet to make payments anywhere you see the symbol for Apple Pay^®, Google Pay™ or Samsung Pay.

Does it cost anything to use a digital wallet?

There is no additional cost for using your digital wallet. Message and data rates may apply, depending on your data plan.

What Platinum Trust Bank cards can I use with digital wallet?

All Platinum Trust Bank Mastercard^® debit and credit cards can be used with a digital wallet.

My card could not be verified. What do I do next?

Please call us during business hours at so we can assist.

Loans

What information is needed to apply for a loan?

For all loan requests you will be asked to provide personal information:

Name of each applicant
Physical address (P.O. Box does not apply)
Length of time at address
Phone number
E-mail address
Social Security number
Date of birth
Income information
Name of current employer
Employer's address and phone number
Length of employment
Salary
Position held
Other applicable income (for example, retirement and/or pension)
Current mortgage or rent obligations
Name and phone number of nearest relative not living with you
Reason for loan application

To apply now, get started with an online loan inquiry, visit a local financial center or contact us.

When is my loan payment due?

Loan payment due dates are generally 30-45 days from the loan closing date. The payment due date is notated in your loan documents and agreed upon before disbursement of your loan. Due dates and loan payment amounts can also be viewed through Online Banking, Mobile Banking or statements.

How do I make a payment online?

Click here to learn more about how to make a payment online.

What is my loan payoff amount?

A payoff quote is available for all loans and will include accrued interest and the daily per diem.
To obtain today's payoff or a 10 business day payoff quote for auto, boat, recreational vehicle, credit cards, or personal loans, visit a financial center or contact us. Any overage of your payoff will be deposited into your savings account or returned to you in an overpayment check.

For first mortgages, please contact Dovenmuehle at (877) 636-9534.

For second mortgages/HELOCs, please visit a financial center or fax your payoff request to our Fulfillment Operations Team at (843) 737-7400. The request must include:

Member name
Member Social Security number
Account number
Payoff (good through) date
Return fax number
Copy of a signed authorization of release form from member requesting this information.

Once payoff is given, personal access line of credit loans and HELOCs will be locked and no advances can be taken.

How is interest accrued on my loan?

Our loans are calculated with simple interest, the calculation of daily accrued interest on your principal loan balance.

Simple interest is calculated and assessed by multiplying the account’s current principal amount (and only the principal) by the interest rate. But as you pay down your principal with each monthly on-time payment, that principal decreases, lessening the interest assessed. If you pay more than the minimum required payment, the principal will decrease even more.
For example, a $25,000 loan at a 7% interest rate would be calculated using the formula (Principal Balance x rate)/ 365 days:

$25,000 x 7% = $1,750
$1,750/365 days = $4.80 per day

Manage Your Cards

What should I do if my debit or credit card is lost or stolen?

For lost or stolen debit cards, please choose from the following options:

Turn your card off and report it as lost or stolen using Online or Mobile Banking¹. Simply log in, click on "Manage Cards" in Online Banking or "Cards" in Mobile Banking1. You may be prompted to call us.
Call Cardholder Services at (800) 472-3272.
Visit a financial center to receive a card instantly issued.

Once your card has been cancelled, a new one will be mailed to you in 7-10 business days. Please check your account to ensure there are no unauthorized transactions.

For lost or stolen credit cards, please choose from the following options:

Turn your card off/on and report it as lost or stolen using Online or Mobile Banking¹. Simply log in, click on "Manage Cards" in Online Banking or "Cards" in Mobile Banking, and follow the prompts to close your credit card and request a new one.
Or for your Mastercard^® Platinum or Mastercard^® Cash Rewards credit cards, please call (855) 325-0904. For your Mastercard® World credit card, call (855) 510-4594.

Once your card has been cancelled, a new one will be mailed to you in 7-10 business days. Please check your account to ensure there are no unauthorized transactions.

How do I file a card dispute?

For debit card disputes:

Please call (866) 394-1205 during business hours and a dispute expert will help you file a claim.

For credit card disputes, please choose from the following options:

Log into Online Banking, click on your credit card account, and select "dispute" next to the applicable transaction.
Or to file a claim via phone for your Mastercard^® Platinum or Mastercard^® Cash Rewards credit cards, please call (855) 325-0904. For your Mastercard® World credit card, please call (855) 510-4594 to file a claim.
For all other disputes:
Visit a local Financial Center.
Call our Contact Center at .

How should I notify you of my travel plans to maintain access to my debit and/or credit card(s)?

Please inform us of your travel plans in advance by following these steps:

Log into Online or Mobile Banking¹.
Click on "Manage Cards" in Online Banking or "Cards" in Mobile Banking.
Select "Manage Travel Plans."

Need further assistance? Call us at or visit a financial center.

What should I do if my credit card is damaged?

From Online Banking:

Click on "Manage card."
Click on "Replace card."

From Mobile Banking¹:

Click on "Cards."
Click on "Replace card."

Mortgage

Do I need to be a member of Platinum Trust Bank to get a mortgage?

Yes, you must be a Platinum Trust Bank member to close on a mortgage. Learn more about the benefits of becoming a member.

How do I get pre-approved for a home loan?

You will need to complete a loan application online and provide various documentation including pay stubs, tax documents, bank statements, etc. You will then receive a pre-approval letter that serves as written verification from a lender that you qualify for a specific mortgage amount.

How will applying for a home loan affect my credit?

Applying for a home loan may have a minor effect on your credit score, lowering it by just a few points. However, checking your credit is a necessary step for getting a mortgage. It allows us to show you actual mortgage options and interest rates.

What do I need to apply for a home loan?

Once your offer is accepted, it is time to apply for a mortgage. But first, you will need to provide some information, including:
•   Your current residence address, or addresses, for the past two years.
•   Social Security numbers for all borrowers.
•   Your employment history for the past two years. You'll need your employer's name, address, and phone number.
•   Income information for all borrowers. You will be asked to include salary, overtime, bonuses, commissions, interest/dividend, retirement income, and any other regular source(s) of income.
•   The price of the home you are buying, and how much you would like to borrow toward the purchase.
•   The address of the property you are planning to purchase.
•   Bank and brokerage account information, including the institution name and current balances.
•   Information about any real estate that you own, including address, current market value, the amount you owe, the rental income you receive (if any), and the amount of your monthly payment.
•   Information about your current debts, including the name of the creditor, the account number, the current balance owed, and the amount of your monthly payment.

How long does it take to close on a mortgage?

It typically takes 30 days to close on your mortgage once you’ve submitted all required paperwork and documents. Careful organization and clear communication between buyer, seller, and lender will ensure a seamless closing. However, closing times vary based on many factors, so check with your mortgage loan officer early in the process to better understand when you can expect to close.

What is the difference between getting pre-approved vs. pre-qualified?

While getting pre-qualified is a good way to get an estimate of how much home you can afford, a pre-approval takes it a step further by verifying the financial information you submit to get a more accurate number. It also lets a seller know that you qualify to purchase the home and can enhance the chances of your offer being accepted.

What is the difference between APR and interest rate?

The APR is a broader measure of the cost of borrowing money. The APR includes the interest rate, points, fees, and other charges associated with your loan – for this reason, it’s usually higher than your interest rate.

The interest rate is the cost you will pay each year to borrow money for a home loan and can be fixed or variable, depending on which loan you choose.

How much will my monthly mortgage payment be?

To estimate your monthly mortgage payment, use the mortgage calculator.

What can I expect my closing costs to be?

Once your mortgage is approved, you will receive a closing disclosure that provides the details of your mortgage loan including the loan terms, projected monthly payment, and how much you will pay in fees and closing costs.

If you’re buying a home, plan to have at least 3% of the sales price for a down payment and between 3-5% of the sales price for closing costs.

What do I do if I'm a first-time homebuyer?

Buying your first home can be exciting and bring about a lot of questions as well. We are here to help! Please visit our first-time homebuyers page for helpful tips. Or you can give us a call at (843) 569-5145 for more information.

How do I make a payment online?

Click here to learn more about how to make a payment online.

My CreditScore

What is My Credit Score?

This is a comprehensive credit score program that helps you stay on top of your credit. Upon enrollment, you get instant access to your credit score, credit report, personalized money-saving offers, and financial education tips on how to improve your score or maintain an already great score.

It also monitors your credit report daily and informs you by email if there are any big changes detected, such as a new account being opened, a change in address or employment, a delinquency has been reported, or an inquiry has been made.

Will accessing my credit score "ping" my credit and potentially lower my credit score?

No. Checking your credit score is a soft inquiry, which does not affect your credit score. Lenders use hard inquiries to make decisions about your credit worthiness when you apply for loans.

Is there a fee?

No. Accessing your credit score is free, and no credit card information is required to register.

Does this service offer credit report monitoring as well?

Yes; it will monitor and send email alerts when there’s been a change to your credit profile.

How do I change my email address or other personal information?

If you change your email address in Online Banking, My Credit Score automatically updates your email on its side as well. However, we always encourage you to inform Platinum Trust Bank of any changes to your contact information.

New Website

Were any changes made to Online Banking and/or the Mobile Banking app?

No. Our Online Banking platform and mobile app remain the same.

Has my Online Banking login changed?

No. You will use the same username and password to access your accounts at any time.

How do I log into Online Banking now that the new site is live?

The Online Banking login remains at the top of every page; you will now find it in the righthand corner. It is a button that will display login fields after you click "log in," and you will enter your same login credentials to access your accounts.

Why did you get a new website?

As times and technology change, we want to ensure our website supports your needs and provides an optimal online experience. The new website reinforces our continued commitment to helping our members improve their financial condition while providing enhanced tools and features we know you will love.

Can I visit the new site from my smartphone?

Yes. We designed our new website with your mobile experience top of mind, and it is optimized for your tablet and smartphone.

How will the new website help me reach my financial goals?

The new website offers an interactive solutions finder tool that will recommend products, services, and resources based on the financial goal or life stage you select. The solutions finder is available on our homepage and in the Financial Education section, which accessible via the Quick Links menu at the top of every page.

Why did you change the main menu?

We changed the wording in our main menu to help you quickly find the products and services you are looking for. It provides a comprehensive overview of different product options, features, benefits, and value, along with interactive comparison tools to support your decision-making journey.

What is the Quick Links button in the top right corner of every page?

This menu gives you quick and easy access to the pages and information people most commonly need. These "Quick Links" include direct links to the following pages: about us, careers, appointments, loan payments, financial wellness, rates, security, online and mobile banking, and help and FAQS.

What is the purpose of the “Go To” section that sticks to the top of the page as I scroll?

The “Go To” section gives you an overview of the content on the page you are currently scrolling, and it contains links that will bring you to the specific information or resources on the page. This feature was added to help you more quickly and easily access the content you need.

What is the “Top” button in the bottom righthand corner of every page?

Clicking this button will bring you back to the top of the page you are currently viewing. We added this button for your convenience, so you do not have to scroll up to go to the top of a page.

Online and Mobile Banking

How do I sign up Online and Mobile Banking?¹

To sign up for Online Banking, click on "Login" at the top of the screen, then click on "First Time User", and follow the prompts.

To sign up for Mobile Banking, download the app from the App Store or Google Play by searching for "South Caroline Federal Credit Union." If you already have an Online Banking User ID and password, you can use it to log in. Or, click on "enroll now" to establish a User ID and password.

What happens if I forget my User ID and/or password?

If you forget your User ID and/or password, you can use the "Recover User ID" and/or "Forgot Password" tools located just under the login area. These tools can also help if you become locked out of your account due to too many invalid login attempts.

How do I unlock my account?

If you are unable to access Online Banking, try using the "Forgot Password" tool. You will then be prompted to create a new password. If you are still unable to access Online Banking, we recommend visiting a financial center or contacting us for additional assistance.

How do I change my user ID?

If you are able to log into Online Banking, follow these steps to change your username:

Click on "Settings."
Click on "Profile."
Click on "User ID."
Enter your new User ID.
Confirm your new User ID.
Click "Save."

If you are unable to log into Online Banking but would like to change your user ID, please visit a financial center or contact us.

How do I change my password in Online and Mobile Banking?

To change your password in Online Banking:

Click on "Settings."
Click on "Profile."
Click on "Password."
Enter your current password.
Enter your new password.
Confirm your new password.
Click "Save."

To change your password in Mobile Banking¹:

Click on "More."
Click on "Change password."
Follow the prompts.

Please note that, for security purposes, you may be prompted to receive a one-time passcode when making this type of change to your account. You can choose to receive the passcode via text message or phone call. Like all passwords, it is important to keep your Online and Mobile Banking¹ password confidential.

Scholarship

Who is eligible to apply?

Our scholarship program is open to students attending undergraduate college in Platinum Trust Bank for the current year's fall semester. If you live in another state but plan to attend a Platinum Trust Bank-based university, you are eligible! If you are in college now, you are eligible as long as you're attending school in Platinum Trust Bank.

Applicants are also required to have a GPA of at least 3.0 and be a legal resident of the United States.
Graduate students are not eligible to apply.

Do I have to be a Platinum Trust Bank member to be eligible?

No, you do not have to be a member of Platinum Trust Bank.

Can previous winners apply?

Yes, previous winners are eligible, but must submit a new application and essay.

How are the winners selected?

Applications go through three rounds of scoring and are judged by a diverse group of credit union employees and third-party judges. Any revealing information about an applicant is concealed so that judges can review applications without knowing who they are scoring.

Each application is evaluated based on financial need, academic success, volunteer experience, the essay, and a written recommendation.

Text Banking

How do I enroll in Text Banking?

Log into Online Banking and click on "Mobile." Read and accept the Terms and Conditions, then follow the prompts to enroll in Text Banking.

What commands or keywords can be used for Text Banking?

Text any of the following commands/keywords to 898265 to receive information about your accounts:

BAL = Account balances
HIST + texting nickname (ex. HIST Checking) = Account history
STOP = Cancel
HELP = Help on keywords

Will I be charged for Text Banking?

We will not charge you, but standard carrier fees for text messaging may apply. Please check with your mobile phone carrier if you are not sure what fees apply when you send and receive text messages.

Zelle®

What is Zelle®?

Zelle^® is a fast, safe, and easy way to send money to people you know and trust, typically within in minutes³.

Who can I send money to with Zelle®?

Zelle^® is a great way to send money to family, friends, and people you are familiar with such as your personal trainer, babysitter, or neighbor.¹

Since money is sent directly from your Platinum Trust Bank account to another person's bank account within minutes³, Zelle^® should only be used to send money to friends, family, and others you trust.

If you don't know the person or aren't sure you will get what you paid for (for example, items bought from an online bidding or sales site), you should not use Zelle^®. These transactions are potentially high risk (just like sending cash to a person you don't know is high risk).

Neither Platinum Trust Bank nor Zelle^® offers a protection program for any authorized payments made with Zelle^® for example, if you do not receive the item you paid for or the item is not as described or as you expected.

How do I use Zelle®?

You can send, request, or receive money with Zelle^®.

To get started, navigate to "Pay Bills" in Online Banking or "Transfer and Pay" in Mobile Banking and select "Send Money with Zelle^®". Accept terms and conditions, enter your email address or U.S. mobile phone number, receive a one-time verification code, enter it, and you are ready to start sending and receiving with Zelle^®.
To send money using Zelle^®, simply add a trusted recipient's email address or U.S. mobile phone number, enter the amount you would like to send and an optional note, review, then hit "Send." In most cases, the money is available to your recipient in minutes³.
To request money using Zelle^®, choose "Request," select the individual(s) from whom you would like to request money, enter the amount you would like to request, include an optional note, review and hit "Request"².
To receive money, just share your enrolled email address or U.S. mobile phone number with a friend and ask them to send you money with Zelle^®.

Someone sent me money with Zelle®. How do I receive it?

If you have already enrolled with Zelle^®, you do not need to take any further action. The money will move directly into your bank account, typically within minutes³.

If you have not yet enrolled with Zelle^®, follow these steps:

Click on the link provided in the payment notification you received via email or text message.
Select Platinum Trust Bank.
Follow the instructions provided on the page to enroll and receive your payment. Pay attention to the email address or U.S. mobile number where you received the payment notification - you should enroll with Zelle^® using that email address or U.S. mobile number where you received the notification to ensure you receive your money.

What types of payments can I make with Zelle®?

Zelle^® is a great way to send money to family, friends, and people you are familiar with such as your personal trainer, babysitter or neighbor².

Since money is sent directly from your bank account to another person's bank account within minutes³, Zelle^® should only be used to send money to friends, family and others you trust.

Neither Platinum Trust Bank nor Zelle^® offers a protection program for any authorized payments made with Zelle^® – for example, if you do not receive the item you paid for or the item is not as described or as you expected.

Are there any fees to send money using Zelle®?

Platinum Trust Bank does not charge fees to send or receive money with Zelle^®, but there is a stop payment fee to cancel a Zelle^® transaction that is still pending; please refer to the stop payment fee in our Fee Schedule. If the recipient doesn’t enroll with Zelle^® within 14 days, the payment will naturally expire, the funds will be returned to your account and no fees will be assessed.

Are there any fees to send money using Zelle®?

Platinum Trust Bank does not charge fees to send or receive money with Zelle^®, but there is a stop payment fee to cancel a Zelle^® transaction that is still pending; please refer to the stop payment fee in our Fee Schedule. If the recipient doesn’t enroll with Zelle^® within 14 days, the payment will naturally expire, the funds will be returned to your account and no fees will be assessed.

How do I get started?

It's easy — Zelle^® is already available within Online Banking through "Pay Bills" and Mobile Banking through "Transfer and Pay"! Check our app or log into Online Banking and follow a few simple steps to enroll with Zelle^® today.

What if I want to send money to someone whose financial institution does not offer Zelle®?

You can find a full list of banks and credit unions participating in Zelle^® here.

If your recipient's financial institution is not on the list, do not worry! The list of participating financial institutions is always growing, and your recipient can still use Zelle^® by downloading the Zelle^®app for Android and iOS.

To enroll with the Zelle^® app, your recipient will enter their basic contact information, an email address and U.S. mobile number, and a Visa^® or Mastercard^® debit card with a U.S. based account (does not include U.S. territories). Zelle^® does not accept debit cards associated with international deposit accounts or any credit cards.

How does Zelle® work?

When you enroll with Zelle^® in Online or Mobile Banking, your name, Platinum Trust Bank's name, and the email address or U.S. mobile number you enrolled with is shared with Zelle^® (no sensitive account details are shared – those stay with Platinum Trust Bank).

When someone sends money to your enrolled email address or U.S. mobile number, Zelle^® looks up the email address or mobile number in its "directory" and notifies Platinum Trust Bank of the incoming payment. Platinum Trust Bank then directs the payment into your account, all while keeping your sensitive account details private.

Can I use Zelle® internationally?

In order to use Zelle^®, the sender and recipient's bank accounts must be based in the U.S.

Can I cancel a payment?

You can only cancel a payment if the person you sent money to has not yet enrolled with Zelle^®. To check whether the payment is still pending because the recipient has not yet enrolled, you can go to your activity page, choose the payment you want to cancel, and then select "Cancel This Payment."

If the person you sent money to has already enrolled with Zelle^®, the money is sent directly to their bank account and cannot be canceled. This is why it is important to only send money to people you trust, and always ensure you have used the correct email address or U.S. mobile number when sending money.

If you sent money to the wrong person, we recommend contacting the recipient and requesting the money back. If you are not able to get your money back, please call Platinum Trust Bank at so we can help you.

Scheduled or recurring payments sent directly to your recipient’s account number (instead of an email address or mobile number) are made available by Platinum Trust Bank but are a separate service from Zelle^® and can take 1 – 3 business days to process.

You can cancel a payment that is scheduled in advance if the money has not already been deducted from your account.

How much money can I send with Zelle®?

To view the amount of money you can send with Zelle^®, navigate to the "Send" screen, select a recipient, and click on "Limits."

How long does it take to receive money with Zelle®?

Money sent with Zelle^® is typically available to an enrolled recipient within minutes³.

If you send money to someone who is not enrolled with Zelle^®, they will receive a notification prompting them to enroll. After enrollment, the money will be available in your recipient's account, and will be available typically within minutes³.

If your payment is pending, we recommend confirming that the person you sent money to has enrolled with Zelle^® and that you entered the correct email address or U.S. mobile phone number.

If you are waiting to receive money, you should check to see if you have received a payment notification via email or text message. If you have not received a payment notification, we recommend following up with the sender to confirm they entered the correct email address or U.S. mobile phone number.

Still having trouble? Please contact us at .

Will the person I send money to be notified?

Yes! They will receive a notification via email or text message.

Is my information secure?

Keeping your money and information safe is a top priority for Platinum Trust Bank. When you use Zelle^® within Online or Mobile Banking, your information is protected with the same technology we use to keep your account safe.

I'm unsure about using Zelle® to pay someone I do not know. What should I do?

If you do not know the person, or are not sure you will get what you paid for (for example, items bought from an online bidding or sales site), you should not use Zelle^® for these types of transactions.

These transactions are potentially high risk (just like sending cash to a person you do not know is high risk). Neither Platinum Trust Bank nor Zelle^® offers a protection program for any authorized payments made with Zelle^® – for example, if you do not receive the item you paid for or the item is not as described or as you expected.

What if I get an error message when I try to enroll an email address or U.S. mobile number?

Your email address or U.S. mobile phone number may already be enrolled with Zelle^® at another bank or credit union. Call us at and ask to move your email address or U.S. mobile phone number to Platinum Trust Bank so you can use it for Zelle^®.

Once we move your email address or U.S. mobile phone number, it will be connected to your Platinum Trust Bank account so you can start sending and receiving money with Zelle^® through Online or Mobile Banking. Please call us at for help.