Messenger

Messenger helps you get assistance at your convenience from any device.

Hours of Availability | How it Can Help | How to Access | FAQs

Messenger is a secure way for members to connect with BECU that can be accessed from Online Banking and your mobile device. While it's not live chat, BECU Messaging Consultants will typically respond within an hour or less during business hours.

With this service you can send us a message and check back when it's convenient for you.

Business Hours of Availability

  • Monday - Friday, 7 am - 7 pm (PT)
  • Saturday & Sunday, 9 am - 6 pm (PT)

You can send us a message anytime (24/7), even if it's after hours, and we'll reply the next day.

What types of questions can Messenger help with?

You can complete a variety of actions, including:

  • Order replacement cards
  • Finding out why a transaction was declined
  • Requesting temporary increases to daily transaction limits
Mobile screen chat window

How to Access

  1. Log in to Online Banking
  2. Click the circular Messenger icon floating in the lower right-hand corner of the screen. The messaging window will appear.
  3. Type in your question in the "write a message" field to initiate conversation.
Illustration of two conversation bubbles

  1. Log in the BECU mobile app (if you don't have the app, download it from the Apple or Google Play stores.)
  2. Tap the menu icon (three horizontal bars) in the top-right corner, then tap Messenger.
  3. Or alternatively, scroll to bottom of the App's home screen and select Messenger under Other Resources.
  4. Type in your question in the "write a message" field to initiates the conversation.
Mobile screen messenger in app window

Frequently Asked Questions

Not quite. With chat you're required to stay connected to the session, otherwise it will close out. Messenger allows you to send a message and log out, without closing the conversation. This allows you to check it at your convenience, on either the Mobile App or within Online Banking. 

Additionally, while response times can vary and are often quite quick, turnaround times for Messenger may be up to one business hour.

Yes. One of the benefits of Messenger is that you can check it on your own time and aren't required to sit at your desktop waiting for a response. You can start your conversation on your desktop, and follow up on it from your phone or vice versa. Note: The system will automatically close your conversion (marking it as 'resolved') if you do not respond within 30 minutes, but you can easily send a new message to get back in touch with an agent.

You, as a member can initiate a conversation 24/7, though responses will only occur during business hours. If the Virtual Assistant has an answer to help with your request, you will see a quick automated response. Otherwise, the message will be queued up for a secure message consultant.

  • Monday - Friday, 7 am - 7 pm (PT)
  • Saturday & Sunday, 9 am - 6 pm (PT)

In Online Banking

There are two ways to end a conversation in Online Banking.

  1. Click x icon in top right corner of conversation window or
  2. Click the '+' next to the typing window and select End Conversation.

All conversations will be saved and accessible for 13 months.

In Mobile

When your question has been answered, you can simply walk away or end the conversation (see directions below).

You can also manually close or resolve the conversation by tapping the three-dot icon in the top right corner and selecting Resolve Conversation.

The conversation will automatically close after 30 minutes and all conversations will be saved and accessible for 13 months.

Mobile screen resolve conversation window

Sure can!  Click the ‘X' at the bottom of the conversation window and select Print Conversation.

Messenger print conversation screen

Usually, when Members are unable to view the icon, it's due to browser issues. Chrome, Edge and Firefox work best and sometimes individual browser cookie settings block icon. 

Here are a few things to try to view 

  • Clear your Web browser history and cache and reopen your browser.
  • Make sure you are using a recent version of Chrome, Edge, or Firefox browsers. 
  • If using Internet Explorer use versions 12 or higher.
  • For Safari browsers use version 9 and higher.

    Still having problems? Give us a call at 800-233-2328 during normal business hours Monday - Friday, 7 am – 7 pm (PT), Saturday 9 am – 1 pm (PT). 

    To report a lost or stolen credit card after hours, please call 866-820-2999.

    Note: When you resolve your conversation, you may be prompted to complete a survey. We want to hear how your experience was in order to provide the best service possible.

    Messenger is a secure way for members to connect with BECU that can be accessed from Online Banking and your mobile device. While it's not live chat, BECU Messaging Consultants will typically respond within an hour or less during business hours.