Messenger

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

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

Messenger is a secure way for members to connect with BECU messaging consultants from Online Banking and the mobile app. Messenger is also available to business members who operate as a sole proprietorship, LLC using an SSN for tax reporting, clubs, trusts and estates.

Businesses that operate as a partnership, corporation or LLC using an EIN for tax reporting can send us a message through Secure Messages in Business Online Banking. Please refer to the “Business Online Banking – Secure Messages” section in the Business Online Banking User Guide (PDF) for complete instructions.

How It Works

BECU's Messenger uses a combination of a virtual automated assistant and live messaging consultants to respond to member messages. If the virtual assistant can't help with your question or request, they will queue up your message for a member consultant, who typically responds within an hour during business hours. You don't need to wait online or even keep the conversation open – with this service you can send us a message and check back when it's convenient for you.

Business Hours of Availability

Member consultants are available to respond to member requests from:

  • Monday - Friday, 7 a.m. - 7 p.m. (PT)
  • Saturday - Sunday, 9 a.m. - 6 p.m. (PT)

You can send us a message anytime (24/7) and our virtual assistant may be able to help with your question. If it is after hours and the virtual assistant can't support your request, you will be prompted to contact us during business hours.

What types of requests can member consultants assist with in Messenger?

During business hours, BECU's member consultants can help you with a variety of actions, including:

  • Ordering replacement cards.
  • Determining why a transaction was declined.
  • Authorizing temporary increases to daily transaction limits.

What types of requests can the Virtual Assistant help with?

You can interact with the Virtual Assistant anytime to:

  • Get answers to frequently asked questions.
  • Find commonly used forms and links.
  • Get quick access to self-serve options to check your account balances, transfer funds, deposit checks, pay bills and more.
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 into 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

  1. In the navigation menu, select Messages.
  2. Select create a message or the pencil button.
  3. In the Message Recipient drop-down list, select a recipient.
  4. Complete the Subject and Message fields.
  5. (Desktop Only) If you want to attach a file to the message, select attach a file.
  6. (Desktop Only) In the Open dialog box, select a file to attach to the message and open.
  7. Select Send Message when you are done. Your message will appear on the conversations page.

Please refer to the “Business Online Banking – Secure Messages” section in the Business Online Banking User Guide (PDF) for further instructions.

Mobile Banking App icon gray

Frequently Asked Questions

Not quite. With live chat, you're required to stay connected to the session or it will close out. Messenger allows you to send a message and log out, without closing the conversation. You can check back at your convenience, in either the mobile app or within Online Banking.

Response times can vary. Although replies can be very quick, please allow up to one hour for a member consultant to respond during business hours.

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.

For businesses that operate as a partnership, corporation or LLC using an EIN for tax reporting, please refer to the “Business Online Banking – Secure Messages” section in the Business Online Banking User Guide (PDF) for more information.

You, as a member, can initiate a conversation 24/7. 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 if it is during the following business hours:

  • Monday - Friday, 7 a.m. - 7 p.m. (PT)
  • Saturday - Sunday, 9 a.m. - 6 p.m. (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.

For businesses that operate as a Partnership, corporation or LLC using an EIN for tax reporting, when using the Business Online Banking platform, simply navigate away from the secure message section.

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.

For businesses that operate as a partnership, corporation or LLC using an EIN for tax reporting, when using the Business Online Banking app, simply navigate away from the secure message section.

Mobile screen resolve conversation window

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

For businesses that operate as a partnership, corporation or LLC using an EIN for tax reporting, you cannot print our conversation from within the Business Online Banking platform. You can, however, save important conversations. Please refer to the “Business Online Banking – Secure Messages” section in the Business Online Banking User Guide (PDF) for more information.

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 the icon. 

Here are a few things to try: 

  • 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 a.m. – 7 p.m. (PT), Saturday 9 a.m. – 1 p.m. (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.

    Related Content

    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.