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Have questions about our services? Our dedicated support team is available 24/7 to assist you with any banking needs.

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Our Headquarters

UnionWayAccess Headquarters

Business Hours: Mon-Fri 9:00 AM - 6:00 PM PST

Support Hours

Emergency support available 24/7 for lost cards and fraud reporting
Monday - Friday 24/7
Saturday 24/7
Sunday 24/7

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Before You Contact
  • Have your account number ready if applicable
  • Check our FAQ for quick answers
  • For urgent issues, call us directly
  • Response time: 1-2 business days
For security reasons, never share your password, PIN, or full Social Security number via email or contact forms.
Common Questions

Frequently Asked Questions

Quick answers to common questions about our services.

All Questions Account Management Security & Privacy Transactions & Transfers Technical Support Billing & Fees General

To create a new account:
1. Log in to your online banking
2. Go to "Accounts" section
3. Click "Create New Account"
4. Select the account type (Savings, Checking, etc.)
5. Enter account details and initial deposit (optional)
6. Review and confirm

Your new account will be activated immediately and appear in your accounts list.

Related: Account Settings | Verification Help

To update your personal information:
1. Go to "Profile Settings"
2. Click on "Personal Info" tab
3. Update your information (name, phone, address, etc.)
4. Click "Save Changes"

Note: For legal and security reasons, some information like your email and date of birth may require verification before changes can be made. Contact support if you need assistance.
Related: Account Settings | Verification Help

KYC (Know Your Customer) verification is a regulatory requirement that helps prevent fraud and ensures account security.

To complete KYC:
1. Go to "Profile Settings" → "Verification" section
2. Upload clear photos of:
• Government-issued ID (Passport, Driver's License, etc.)
• Proof of address (Utility bill, Bank statement)
3. Submit for review

Verification typically takes 24-48 hours. You'll receive email notification once completed.
Related: Account Settings | Verification Help

To change your account tier:
1. Go to "Profile Settings" → "Account Tier"
2. Review the features of each tier
3. Select your desired tier
4. Review any fees or requirements
5. Confirm the change

Note: Some tier upgrades may require additional verification or minimum balance requirements.
Related: Account Settings | Verification Help

Yes, you can have multiple accounts. Here's what you need to know:
• You can have up to 5 active accounts
• Each account has its own account number
• You can transfer between your accounts instantly
• Each account can have different account types (Savings, Checking, etc.)
• You can manage all accounts from the "Accounts" section
Related: Account Settings | Verification Help

Two-Factor Authentication adds an extra layer of security to your account. To enable it:
1. Go to "Profile Settings" → "Security" tab
2. Find "Two-Factor Authentication" section
3. Click "Enable 2FA"
4. Scan the QR code with Google Authenticator or Authy app
5. Enter the 6-digit code from the app
6. Save backup codes in a secure place

Once enabled, you'll need to enter a code from the app every time you sign in.
Security Resources: Security Center | Enable 2FA

If you notice suspicious activity on your account:
1. Immediately: Change your password from "Profile Settings" → "Security"
2. Check: Review recent transactions in "Transaction History"
3. Report: Contact our support team immediately
4. Secure: Enable Two-Factor Authentication if not already enabled
5. Monitor: Regularly check your account activity

Emergency Contact: Call our 24/7 security hotline at +1 (800) 123-4567 for immediate assistance.
Security Resources: Security Center | Enable 2FA

We use multiple layers of security to protect your information:
• Bank-level encryption: All data is encrypted using 256-bit SSL encryption
• Secure servers: Hosted in ISO 27001 certified data centers
• Regular audits: Regular security audits and penetration testing
• Compliance: PCI DSS compliant for payment processing
• Privacy protection: We never sell your personal information to third parties

For more details, please review our Privacy Policy and Security Overview.
Security Resources: Security Center | Enable 2FA

To reset your password:
1. Click "Forgot Password" on the login page
2. Enter your email address
3. Check your email for the reset link
4. Click the link and create a new password
5. Log in with your new password

If you don't receive the email, check your spam folder or contact support.
Security Resources: Security Center | Enable 2FA

If you forget your Transfer PIN:
1. Go to "Profile Settings" → "Security"
2. Click "Reset Transfer PIN"
3. Verify your identity through email
4. Create a new 4-digit PIN
5. Confirm the new PIN

For security reasons, you may need to wait 24 hours after a PIN reset before making large transfers.
Security Resources: Security Center | Enable 2FA
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