Messenger
How Messenger for Online Banking Works | Online Banking Messenger Hours | Services Available for Online Banking Messenger | How Messenger for Business Online Banking Works | Business Online Banking Messenger Hours | Services Available for Business Online Baking Messenger | FAQs
Use mobile messaging service Messenger to contact BECU through Online Banking, Business Online Banking, the BECU mobile app, and the BECU Business Online Banking mobile app.
How Messenger Works in Online Banking
Messenger in Online Banking offers a virtual assistant and Messaging agents. If the virtual assistant cannot answer your question, it will direct you to an agent who typically responds within an hour during business hours. No need to wait online; send a message during business hours and check back at your convenience.
Services Available in Messenger in Online Banking
During Messenger business hours, agents can help you with:
- Activating cards and ordering replacement cards.
- Requesting temporary increases to daily transaction limits.
- Reporting fraud and suspicious transactions.
- Removing Zelle® holds.
You can contact the virtual assistant at any time to:
- Get answers to frequently asked questions.
- Find commonly used forms and links.
- Get help checking your account balances, transferring funds, depositing checks, paying bills and more.
How To Access Messenger in Online Banking
In Online Banking
- Log in to Online Banking, then click the Messenger icon floating in the lower right-hand corner of the screen. The messaging window will appear.
Note: Internet Explorer 11 and older may not work with Messenger. We recommend switching to a newer browser such as Microsoft Edge, Chrome, Firefox, or Safari. If you need to use Internet Explorer, you may need to refresh your browser cache by pressing Ctrl+F5 on your computer.
In the BECU Mobile App
- Log into the BECU mobile app. It can be downloaded from the Apple or Google Play stores.
- Tap the Messenger icon in the lower-right corner of your screen. The messaging window will appear.
How to Access Messenger in Business Online Banking
On Desktop:
- Log in to Business Online Banking, and click the Messenger icon floating in the lower right-hand corner of the screen. The messaging window will appear on the home page.
- It is also accessible from the navigation menu labeled “Chat”.
Note: Internet Explorer 11 and older may not work with Messenger. We recommend switching to a newer browser such as Microsoft Edge, Chrome, Firefox, or Safari. If you need to use Internet Explorer, you may need to refresh your browser cache by pressing Ctrl+F5 on your computer.
On Mobile:
- Log into BECU Business Online Banking mobile app. It can be downloaded from the Apple or Google Play stores. The chat button is accessible on the menu navigation and on the thumb bar.
You don't need to wait online. After you send a message, it will be queued up for the next available agent. You can keep the chat open or log out.
If a BECU messaging agent responds while you're offline and you don't reply within two hours, the system will close the conversation and mark it 'resolved.'. If this happens, you will need to send a new message to reconnect with an agent.
Response times can vary. Although replies can be very quick, please allow up to two hours for an agent to respond during business hours.
You may be prompted to complete a survey after a conversation. We want to hear about your experience in order to provide the best service possible.
Yes, messages are saved for 13 months.
Yes, Messenger allows flexibility to check messages at your convenience across devices. You can start your conversation on your desktop and follow up on it from your mobile phone or vice versa.
Yes, you can. From your laptop or desktop, click the ‘+' at the bottom of the conversation window and select Print Conversation.
Usually when Members are unable to view the icon, it's due to browser issues — sometimes individual browser cookie settings block the icon.
- Clear your web browser history and cache, then reopen your browser.
- Make sure you're using a browser or app version compatible with Online Banking and BECU apps. See system requirements.
Still having problems? Give us a call at 800-233-2328 during normal business hours: Monday-Friday, 7 a.m. to 7 p.m. Pacific Time, Saturday 9 a.m. to 1 p.m. (Pacific Time).