Frequently Asked Questions
Account Maintenance
We upgraded our online and mobile banking system on October 11, 2021. If you are a Quicken or QuickBooks user, the online and mobile banking upgrade requires that you make changes to your Quicken or QuickBooks software. Instructions are available below.
Our routing number is XXXXXXXXX.
Direct Deposit can be set up in minutes by logging into online banking or the Wellby Mobile App and using the Direct Deposit option on the dashboard. Alternatively, you can set it up through your employer or the depositing company/organization. Wellby’s ABA/Routing & Transit number is: XXXXXXXXX
You can complete a wire transfer at a solution center or over the phone.
Certificates
Wellby offers 6 month, 12 month, 18 month, 24 month, 36 month, and 48 month term lengths.
All dividends are paid monthly except on Regular Shares (S1). Dividends are paid on the first day of the month for amounts accrued during the previous month.
Dividend checks are mailed on the first business day of each month for monthly paid accounts, and the first business day of the quarter for quarterly paid accounts.
Checking Accounts
You can open a Wellby Secure Spending account by applying online, visiting one of our branches conveniently located throughout the Houston area, or through our mobile app.
Yes! Your Wellby Secure Spending account comes with free online and mobile banking services, including online bill pay, mobile check deposit, account transfers, and much more.
No, All Wellby members with a Secure Spending account receive complimentary identity theft recovery services and can begin using this benefit immediately.
After you open your Wellby Secure Spending account, we will send you information, including the steps to activate your IDProtect for enhanced identity theft monitoring services. It is a simple, one-time registration process to start utilizing your benefits.
Yes, the Wellby Early Start Checking and the Wellby Achievement Card account include account alerts and monitoring features for the child, and the parent or guardian, on the account.
Yes! Your Wellby youth checking account comes with free online and mobile banking services including online bill pay, mobile check deposit, account transfers, and much more.
Co-browsing
Co-browsing is a feature that enables a Wellby member service representative to view your screen in real time, allowing them to provide direct assistance as you navigate our website. With your permission, this hands-on support helps agents quickly identify any issues you may have and guide you efficiently.
Co-browsing elevates your experience by offering real-time, personalized support. This feature allows you and a Wellby member service representative to navigate our website together, reducing miscommunication and enabling faster solutions.
When you enable the Co-browsing feature, a Wellby member service representative can only see what you are viewing on our website. Any other screens or applications you have open remain private and will not be visible to our team. If you need to share information from outside our website, please refer to our Screensharing FAQs below.
Yes, Co-browsing is more restricted than screensharing. It limits a Wellby member service representative’s view to the specific page on our website that you’re currently visiting. It provides a more secure and focused way for our team to support you while maintaining your privacy.
Most desktop, laptop, and mobile devices are compatible with Co-browsing. For optimal performance, we recommend using an up-to-date browser. If you’re unsure about your device compatibility, just ask!
Debit Cards
A Wellby Debit Card is a Wellby-branded contactless card with a 16-digit account number used to buy goods or services or to get cash from an ATM or merchant.
When you open your Wellby Secure Spending account, you’ll receive a free debit card. To order a replacement card you can call us directly at (281) 488-7070 or (800) 940-0780, or visit your nearest branch.
Yes, you will receive a Wellby Debit Card when your JSC FCU Debit Card expires.
Yes, your new Wellby Debit Card will have the same 16-digit card number. If you have requested a new card due to lost, stolen, or fraudulent activity, a new card with a new card number will be issued.
Yes, your Wellby debit card gives you access to 55,000+ fee-free ATMs across the country.
If you do not use one of the 55,000 fee free ATMs across the country, we may assess a fee. Please refer to the Wellby Fee Schedule for complete details.
There is no fee if your card is expired, but there is a fee for each debit card replacement you request. Please refer to the Wellby Fee Schedule for complete details.
Your new or replacement debit card can take up to 7-10 business days to arrive and will be mailed directly to you at the address on record for your spending account.
New or replacement cards can take 7-10 business days to arrive. If you need your card sooner, you may visit one of our branch locations with instant issue or request an expedited mailing by calling us directly at (281) 488-7070 or (800) 940-0780. We may assess a fee to expedite your debit card. Please refer to the Wellby Fee Schedule for complete details.
Please note that only debit cards are eligible for instant issue, and the default Andromeda card design is the only option available for instant issuance at branches.
Credit cards and all other debit card designs will be mailed directly to the address on file for your spending account and may take 7-10 business days to arrive.
To order a replacement card if your card is worn out or not working properly you can call us directly at (281) 488-7070 or (800) 940-0780, or visit your nearest branch.
You can activate your new Wellby Debit card by calling 1-866-692-9364 and following the prompts. Please have your card and account information ready, as you will need to input this information throughout the process.
A fraudulent charge is a transaction you did not initiate. If you suspect fraudulent activity on your debit or credit card, you should take the following actions:
– Deactivate your card by signing in to online banking or the Wellby Mobile App. Go to Accounts > [Account Name] > Manage Cards. Or, select the account tile on the dashboard, and select Manage Cards.
– Contact us immediately at (281) 488-7070 or (800) 940-0780, or via a secure message in the online banking portal or mobile app to cancel your card. You can also visit one of our branches.
If it’s after hours and you are not able to deactivate your card using online banking or our mobile app, please call (866) 692-9364 to place an immediate freeze on your card. Contact us the following business day to cancel your card.
To change a PIN please contact us at 866-692-9364 and select Option 3. To request a PIN mailer, please contact us at 866-692-9364, visit your nearby branch, or send a secure message to us through the Wellby Financial Mobile App.
Direct Deposit Connection and Customization
Direct Deposit Connection and Customization allows members to update the destination of their direct deposit to Wellby Financial quickly and securely by logging in to the Wellby Mobile App or online banking.
You can connect your payroll accounts in a couple of minutes anytime, anywhere. Switch your paycheck from the comfort of your home by logging in to the Wellby Mobile App or online banking.
Log into your online banking account with your username and password.
From your dashboard, click “Set up direct deposit.” which will bring you to the Atomic home page.
Select “connect an account” and choose which account you would like your paychecks deposited into.
Find your employer in the existing list or search for their name in the search box.
Sign in to your employment account with your employee user ID and password.
Click “Change” to customize the amount of each paycheck you’d like deposited.
After a few moments, the system will process your request. Then you’re all set!
You can also view our direct deposit setup tutorial video to follow along while completing this process.
Yes, you can choose between a fixed amount or a percentage when setting up new paycheck distributions.
At Wellby, protecting your personal information and funds are our top priorities. The process of setting up and switching direct deposit is secure and verified in real-time.
Early Payday
Typically, one to two (1-2) business days before your scheduled payday, your employer or government agency notifies us that your direct deposit is on the way. Once we receive this notification, we’ll deposit the funds into your account, up to two (2) business days in advance.
The timing of your deposit depends on your employer or government agency. We’ll post your deposit as we receive the notifications throughout the day. The timing is not guaranteed and may vary from one deposit to the next.
Not necessarily. Your direct deposit could arrive up to two (2) business days earlier, one (1) business day earlier, or on your scheduled payday. Here are some reasons why you might not receive your direct deposit early:
You recently set up direct deposit for the first time.
Your deposit type is ineligible, such as deposits of funds from person-to-person payment services (i.e., Cash App, Zelle®, Venmo, or PayPal transfers), check or mobile deposits, and other online transfers or electronic credits are not eligible for Early Payday.
There’s a payroll system issue from your payer.
We didn’t receive your deposit notification ahead of your scheduled payday.
No. If you receive your regular paycheck or government benefits through direct deposit, you’ll automatically receive your payments up to two (2) business days early!
Yes. You may also receive your tax refund, Advance Child Tax Credit, Social Security benefits, or unemployment payments up to two (2) business days early if you receive them through direct deposit.
No. Early Payday is an automatic feature of direct deposits to your Wellby checking and savings account.
No. Early Payday is only available for Wellby checking and savings accounts.
Yes. Whether it’s your entire paycheck or just a portion, you can still receive early deposit for any amount.
No. We can’t post your direct deposit until we’re notified it’s on the way. Since the timing of your deposit notification depends on when your employer or government agency submits your payroll file, there is no guarantee of early deposit or coverage of NSF fees resulting from your funds arriving on your scheduled payday.
Live Chat
Live Chat is a feature on our website that lets you connect with a real Wellby member service representative offering the same level of support you would receive over the phone.
No. Live Chat is only available Monday through Friday from 8:00 a.m. to 6:00 p.m. CDT, and Saturdays from 8:30 a.m. to 2:30 p.m. CDT.
Response times may vary based on chat volume, but we strive to provide quick, efficient service to all members.
Loans and Mortgages
You can apply online for a vehicle loan, or fill out an application at any of our branches.
The maximum term depends on the vehicle type. Auto loans can be financed up to 84 months, while RV and boat loans have a maximum term of 180 months. Please visit our Rates Center for vehicle loan term options or speak with a Wellby lending specialist for more details.
You will be contacted by the loan officer assigned to your application as soon as your loan has been approved. Your loan officer will then answer any questions you may have and explain your next steps.
Yes, you may apply for the approximate amount you will finance and obtain a pre-approval which is good for 45 days.
Depending on the model year, you may finance an auto loan for up to 84 months. Please speak with a Wellby lending specialist for more details or see the vehicle rate table.
Depending on the loan amount, you may finance a motorcycle loan for up to 72 months. Please visit our Rates Center for vehicle loan term options or speak with a Wellby lending specialist for more details.
Depending on the loan amount, you may finance an RV loan for up to 180 months. Please visit our Rates Center for vehicle loan term options or speak with a Wellby lending specialist for more details.
Depending on the loan amount, you may finance a boat loan for up to 180 months. Please visit our Rates Center for vehicle loan term options or speak with a Wellby lending specialist for more details.
Depending on the loan amount, you may finance an ATV loan for up to 72 months. Please visit our Rates Center for vehicle loan term options or speak with a Wellby lending specialist for more details.
You can apply online for a personal loan, or fill out an application at any of our branches.
Personal loan types include debt consolidation, home improvement, medical expenses, relocation assistance, and secured loans.
No, you may apply for the full amount that you need, however, you may have more than one loan if the loans are different types.
Yes, as long as you qualify for the full amount you need, you can consolidate debt from multiple sources.
Your monthly payments may decrease depending on the interest rates of your current debt sources and the interest rate you qualify with Wellby.
No, Wellby does not charge a penalty if you pay off all or a portion of your loan early.
A secured loan uses your savings or certificate account as collateral to help build or improve your credit score. An unsecured loan doesn’t require collateral.
You can borrow up to 100% of your savings account balance or 90% of your certificate value. Your funds are released as you pay down the loan.
You can apply online for a mortgage or fill out an application at any of our branches.
Private mortgage insurance (PMI) helps insure the loan in case of default and is collected for all loans that do not have 20% equity.
With a mortgage refinance loan, you may be able to lower your interest rate on your mortgage.
No. One of the primary benefits of a fixed-rate mortgage is that your interest rate will never change. The rate you lock in when you close on the loan will remain your rate through the life of the loan.
An adjustable-rate mortgage, or ARM, is a home loan with an interest rate that can change periodically. Generally, the initial interest rate is lower than that of a comparable fixed-rate mortgage. After that period ends, interest rates, and your monthly payments, can go lower or higher.
Yes, your interest rate could decrease, or increase, with the market every year after your initial term.
You will be contacted by your mortgage loan officer as soon as your loan has been approved. Your loan officer will then answer any questions you may have and explain your next steps. You will also have access to your Wellby mortgage portal to easily track your mortgage as it progresses through each stage.
Depending on your initial interest rate, you may receive a lower interest rate when you refinance your mortgage with Wellby which will lower your monthly payments.
Yes, a Wellby investment property mortgage is available in fixed-rate and adjustable-rate options to fit your financial needs.
You can apply online for a home equity loan, or fill out an application at any of our branches.
Generally, you can borrow up to 80% of the loan-to-value (LTV) on your home. Our Mortgage Specialists can help you determine your available limit.
A home equity loan from Wellby has a fixed rate.
A personal loan gives you a lump sum of money upfront and requires fixed monthly payments throughout your loan term. A personal line of credit lets you withdraw as much cash as you need and pay back only the amount you withdraw.
A personal line of credit has a variable rate, meaning it can adjust anytime and is not a fixed rate.
Member Eligibility
You can qualify for membership at Wellby Financial through one of the following ways:
Live or work in the City of Houston or any city within Galveston County.
Be an immediate family member of an existing Wellby Financial member.
Work for a company or organization that partners with Wellby Financial.
Join the American Consumer Council (ACC), a non-profit dedicated to consumer education and financial literacy.
If you don’t meet other eligibility criteria, you can still join Wellby Financial by becoming a member of the American Consumer Council (ACC). Wellby Financial will enroll you in ACC at no cost to you, qualifying you for credit union membership.
Joining the American Consumer Council (ACC) to establish your membership at Wellby Financial is free and places you under no financial commitments. While you’ll receive information about your ACC membership, Wellby Financial covers any costs of joining ACC for you.
You can find out more information about the American Consumer Council (ACC) by visiting their website at americanconsumercouncil.org.
Member Service
No. Your member number has not changed.
Our routing number is 313083992.
Your account number did change during the systems upgrade. We made automated updates to our systems to avoid you having to make any major adjustments to your day-to-day banking.
Your new account number is available within the Wellby online banking portal and mobile app under Account Details.
Your current debit and credit cards will continue to work. As we continue to make upgrades to our card offerings, such as digital card controls, tap-to-pay, and more, you will receive additional information. You’ll receive detailed communications specific to any expiring cards. A Wellby card reissue is targeted for 2022.
Yes, any JSC FCU checks will be honored. You can also place an order for a free box of checks annually.
Your direct deposit associated with your previous account number will transfer over to your new Wellby account and continue to work after the systems upgrade.
While that transition happened automatically, it is important that employers or merchants that are sending or receiving funds from your account have your updated account number to avoid potential issues.
Your Wellby account number is available within the Wellby online banking portal and mobile app under Account Details.
Members who have a split direct deposit set up currently will need to work with their employer’s payroll department to arrange the requested split. Alternatively, members can set up a recurring auto-transfer via the Wellby online banking portal and mobile app.
Yes, we have plans to expand our current branch locations to new areas throughout the Greater Houston Metro. We will send communications for all new location grand openings.
Yes, we will update signage at all branches, and certain branches will undergo remodeling in order to provide our members with additional services and workspaces. We’ll notify our members as remodels begin and if any service availability changes during that time.
Online and Mobile Banking
Yes, it is free to download and use the Wellby Mobile App.
Within the online banking portal, you can set up online bill pay, transfer funds check account balances and transactions, send or receive person-to-person payments, view your electronic documents, and much more!
Yes, you can receive important account notifications including balance updates, loan payments, transaction notices, and more via automatic alerts.
As an added security measure, you will need to create a new username and password the first time you login.
Yes, you can mark and filter accounts as favorites to display on your main dashboard. To indicate an account as a favorite, select that it is a preferred account in the contextual menu next to the account name.
Your current payees have been carried over. However, you will need to enroll each eligible payee for which you wish to have an eBill setup. Enrolling is typically as simple as entering the username and password for that payee’s website.
Yes. You can to make loan payments through online and mobile banking using the standard funds transfer functionality.
Yes, you can schedule single or recurring transfers via online and mobile banking.
We offer a mobile check deposits service via our mobile app only. The look and feel has been refreshed to provide a better experience for you.
Yes, check ordering is available through online and mobile banking. Be sure to take note of any changes to your account number before ordering checks.
Yes. Secured messaging is a great way to have conversations with us safely and securely.
Overdraft Services
An overdraft occurs when you do not have a sufficient available balance in your checking account to cover a transaction at the time it is presented to us for payment, but we pay it anyway at our discretion.
Wellby offers our members three options within our Overdraft Services Program to help pay overdrafts when they occur and prevent the decline and return of certain transactions: Wellby Overdraft Protection, Wellby Overdraft Steward, and Wellby Overdraft Steward with Debit Card Coverage. For additional information on our Overdraft Steward and Overdraft Steward with Debit Card Coverage services, please see the Disclosures.
The negative balance and applicable fees must be remedied by you within forty-five (45) days.
Overdraft Service details are available online, or you may call us at 281-488-7070, visit a local branch, or send us an eMessage when you sign into online banking.
No. If you don’t have enough money in your checking account or a savings account that’s linked for Overdraft Protection, your ATM transaction will be declined. Cash withdrawals aren’t covered by Overdraft Steward with Debit Card Coverage.
Yes. You can sign up to receive account alerts by email, text message, or push notification when your balance falls below a limit that you can set — or if it’s already been overdrawn. You can also sign up for alerts to stay up to date on your transactions and payments. Learn about our alerts here.
Save the Change
Save the Change is an easy way to grow your savings or give back to our community with qualifying debit card purchases. Each eligible transaction is rounded up to the nearest whole U.S. dollar, and the rounded-up amount is automatically transferred to your designated savings account or donated to Bay Area Habitat for Humanity. Learn more about Bay Area Habitat for Humanity here.
Online Banking
To enroll using a desktop, log in to the Online Banking portal. On your dashboard, navigate to and select your checking account with an active debit card, then click the “Save the Change” tile near the top right to get started.
Wellby Mobile App
To enroll on your mobile device, log in to the Wellby Mobile App. On your dashboard, navigate to and select your checking account with an active debit card, then click “Save the Change” to get started.
Not registered for Wellby Digital Banking? Enroll now.
Yes. You can enroll in person at your local Wellby branch or over the phone by calling us at (281) 488-7070.
You may only select your Wellby Primary Savings account to deposit the rounded-up amount.
No. At this time, you may only select either your Wellby Primary Savings account or Bay Area Habitat for Humanity for your round-up contributions.
Yes, you can enroll all active debit cards linked to any active Wellby checking accounts in Save the Change. However, all round-up contributions will be directed to the same designated account.
No. Save the Change will only round up your transactions if there are sufficient funds in your account. Round-ups will not occur if they would cause an overdraft.
Yes! Donations to Bay Area Habitat for Humanity are tax-deductible. At the end of the year, you can request a statement reflecting your contributions for tax purposes from Bay Area Habitat for Humanity. You can contact them via email at [email protected] or by calling (281) 337-3590.
You can unenroll at any time through online or mobile banking by navigating to “Account Services” and selecting “Save the Change.” Alternatively, you can unenroll in person at your local Wellby branch or over the phone by calling us at (281) 488-7070.
Savings Accounts
You can open a new Wellby savings account by applying online, visiting one of our branches conveniently located throughout the Houston area, or through our mobile app.
All Wellby savings accounts enjoy $0 monthly service fees.
No, you can open your new Wellby Savings account with $0 initial deposit and no minimum balance required after opening.
No. The Wellby Savings Plus account enjoys $0 monthly service fees among other benefits.
Yes, you can open your new Wellby Savings Plus account with an initial deposit of only $25. Once the account is opened, no minimum balance is required.
No. The Wellby youth savings accounts enjoy $0 monthly service fees among other benefits.
Yes, both the Wellby Achievement savings and Wellby Early Start savings accounts can be opened with an initial deposit of $5.
You can open a new Wellby IRA account by applying online, visiting one of our branches conveniently located throughout the Houston area, or through our mobile app.
Yes, Wellby offers Traditional, Roth, and Coverdell IRA accounts, as certificate or variable share account types.
Once your IRA account is opened, you can make regular contributions to your account, move assets through a direct transfer, or roll over assets from an existing IRA or an employer-sponsored retirement plan.
Visit our IRA Center FAQs for answers about IRA basics, types of IRAs, Rollover/Transfers of IRAs, and much more!
Screensharing
Screensharing allows you to share your computer screen with a Wellby member service representative. This feature offers several advantages, including the ability to easily share important documents without the need for email or file uploads, and it helps us verify any messages you believe you’ve received from us.
Screensharing enhances your experience by providing secure access to relevant content on your screen, even if it’s outside of our website. This feature allows a Wellby member service representative to assist you more effectively, facilitating personalized support tailored to your needs. By seeing exactly what you see, our team can better address your questions and concerns.
Screensharing is currently only supported on PC desktops.
Telebanking
Yes. Call (281) 488-0708 to access telebanking services. You will need your member number and zip code to enroll.
If you prefer voice recognition, enter 8* at any time on your call.
When using Wellby’s telebanking service, you can check account balances, transaction history, and transfer funds between your Wellby accounts, including making a payment to your Wellby loan. You can also request a stop payment.
No, the Wellby telebanking service is free to use by all members.
Yes, you can schedule a payment for your Wellby loan when using our telebanking service.
Yes, you can request a stop payment. Follow the menu prompts to complete this option.
Virtual Assistant
The Wellby Virtual Assistant offers quick answers both online and over the phone. Simply click the “Ask us a question!” button on our website or call us at (281) 488-7070. Available 24/7, our Wellby Virtual Assistant provides support through chat and voice, answering frequently asked questions, helping you navigate the website, and connecting you to a Wellby member service representative for more personalized support.
The Wellby Virtual Assistant helps with a wide range of questions, from payments and online banking to loan products and branch locations. It provides quick answers, guides you to online resources, and can connect you to a Wellby member service representative during business hours for more complex questions.
The Wellby Virtual Assistant is integrated with our website and phone system, which both comply with industry-leading security standards. You can trust that your interactions with the Wellby Virtual Assistant are secure and fully aligned with our commitment to safeguarding your information.
If the Wellby Virtual Assistant can’t fully answer your question, no problem—you can easily connect with a Wellby member service representative during business hours. If you reach out after hours, the virtual assistant will direct you to helpful resources and provide our business hours for follow-up assistance.
When you call us at (281) 488-7070, the Wellby Virtual Assistant will greet you. Simply ask your question or explain what you need help with, and the Wellby Virtual Assistant will either provide an answer, ask for more details, or connect you with a Wellby member service representative. To avoid longer wait times, be sure to provide specific information so the assistant can direct you to the right team member.
Currently, the Wellby Virtual Assistant only supports English. However, we are working on adding support for additional languages in the future.
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