Online & Mobile Banking Disruption

UPDATE – 5:13 p.m. – Friday, September 18: Online and mobile banking have been restored.

Dear Members,

 We want to provide you with a transparent update regarding the system outage currently affecting our online and mobile banking services.

This is not a localized Natco Credit Union outage. Credit unions like ours across the country that use the same core processor are being affected by a larger data center failure.

 Our core processor has confirmed that its primary data center experienced a cooling system failure, which caused temperatures to rise rapidly and damaged critical storage and network equipment. Importantly, there has been no data breach, no attack or unauthorized access to member information. This is a service availability issue, not a cybersecurity incident.

Teams from our core processor, its data center provider, and hardware vendors have been working around the clock to restore service. Systems are being restored in phases, and each credit union’s environment is being carefully validated before services are brought back online.

 At this time, we have not been given a confirmed restoration time for our online and mobile banking services. We will share additional information as soon as we receive reliable updates.

We understand how disruptive and frustrating this is, and we share that frustration with you. Our employees depend on these systems to serve you, just as you depend on us to access your accounts and conduct your financial business. Please know that our team is doing everything within our control to assist members while our core processor works to safely restore service.