(KTXL) — The Golden 1 Credit Union is telling its members to “try and try again” after an upgrade appears to have overwhelmed its app and website.
The credit union reported “a very high volume of members logging in at the same time” following an upgrade that went into effect on Sunday.
“We are aware of the challenges that some of our members are facing as we work to bring all systems back up after our weekend Mobile and Online Banking upgrade. Be assured we are working diligently and apologize for the inconvenience. Please call 1-877-465-3361 if you need immediate assistance, and thank you for being a member,” a banner at the top of Golden 1’s site reads.
Golden 1 initially told its members they would need to take some extra steps upon logging in for the first time following the weekend’s upgrades.
“A few other settings might require action from you, including reestablishing account alerts, adjusting budgeting categories and downloading your transfer history, if desired,” the site says.
Video tutorials explain how members should log in online and on the app, which includes providing five security questions, setting up their phone for identity verification and entering an activation code sent via text or phone call.
The app also has to go through an update, which requires users to re-register their devices.
But people on social media said the upgrade led to a flurry of issues.
Many on Twitter said they just simply could not log in to their accounts and had been locked out. Others said there were issues with their password or phone number.
Some members who tried calling customer service said they had to wait for over an hour before speaking to someone.
“If you can wait, we encourage you to log in later when traffic subsides. We sincerely apologize and are doing everything possible to improve performance. Thank you for your patience,” Golden 1 wrote on Twitter Monday.
FOX40 has reached out to the Golden 1 Credit Union for comment and received this statement.
Golden 1 is always working to identify new ways to provide value, convenience, and exceptional service to members. The new Mobile and Online Banking upgrade adds new features and convenience to our digital banking experience including real-time member alerts and a new Personal Finance Management Tool with mobile expense tracking and updated online security. We have been working on this innovation for more than a year and have communicated details about the transition with our members via our website, social media, and email over the past month.Golden 1 Credit Union
We are excited about these new features and appreciate our members’ patience as we upgrade them to this new platform.