Post Launch Faqs

My Synovus Frequently Asked Questions

General

  1. What is My Synovus?
    My Synovus is a new digital banking experience for personal banking customers. My Synovus replaced Synovus Online and Mobile Banking and can be accessed via a mobile-friendly website and a mobile banking app for Android and iPhone.

  2. Why did you change Synovus Online Banking and Mobile Banking?
    Your banking needs have been evolving, so we developed My Synovus to be even better at meeting your needs in new ways. The look has been updated to be more user friendly, and we’ve added new features. And, we’re not finished. This new experience is the first of several updates we’re working on for you. We'll be improving and adding functionality more frequently in the future.

  3. Do I have to re-enroll in My Synovus?
    If you were enrolled in Synovus Online Banking or Synovus Mobile Banking, you won’t need to re-enroll in My Synovus. Please use your same username and password to log in from Synovus.com or through the new app.

  4. What is my username and password for My Synovus?
    Login with the same username and password you used for Synovus Online/Mobile Banking. If you are unable to remember, just give us a call at 1-888-SYNOVUS (796-6887) for assistance.

  5. Why won’t my Synovus Mobile Banking app work?
    If you currently have the Synovus Mobile Banking app, you’ll need to update your app to the new My Synovus. Go to your app store and get the updated version of our app named My Synovus.

  6. I don’t have access to any of the numbers provided to receive a one-time code passcode. What do I do?
    If you’re having trouble completing the multifactor authentication steps, just give us a call at 1-888-SYNOVUS (796-6887) for assistance.

  7. Where can I find Bill Pay?
    Bill Pay is located under the Payments & Transfers tab. Select Pay a Bill / Transfer Money to get started. You can pay more than one bill at a time by selecting Pay Multiple or Pay Transfer.

  8. What are the minimum system requirements?
    The following operating system requirements must be met for My Synovus. For the mobile app: iOS®11 and above or Android™ version 5 and above are supported. For online: The most recent versions of Internet Explorer, Microsoft Edge, Chrome, Firefox, and Safari. Includes any previous versions that are still supported and updated by Microsoft, Google, Mozilla, and Apple, respectively. We recommend using Chrome or Safari for the best online experience.

  9. Is there an iPad app?
    When Synovus Online Banking/Mobile Banking became My Synovus, we discontinued the iPad-specific app. You can use the mobile-friendly website on your iPad for a seamless experience. The iPhone app can be used on your iPad, but it’s not optimized for the iPad. Use your browser to log in from Synovus.com.

  10. Where did Text Banking go?
    Text Banking is no longer be available. You can use the Instant Balances feature of the app for fast balance info. If you don’t have the app, Telephone Banking is another great option for getting balance information on the go – call 1-888-SYNOVUS (796-6887).

  11. Is My Synovus secure? 
    My Synovus uses two-step authentication process to keep your accounts secure. This means we use multiple layers of security to verify your identity and protect your accounts beyond your username and password.

First Time Login

Watch the First-time Login Video

  1. Do I need to have a mobile phone number on file to complete the verification process?
    No, a mobile number is not required. However, we recommend the phone number you select be easily accessible, especially if you log in to My Synovus from multiple devices. You may select a land line to complete the verification process, but you must have access to the number to receive your one-time passcode.

  2. Can I use a land line to complete the verification process?
    Yes, you can use a landline, but you must be in close proximity to the phone you’ve selected to receive the one-time passcode in a timely manner.

  3. All of the phone numbers I have on file are outdated. What do I need to do?
    You’ll need to contact Customer Care at 1-888-796-6887 to update your record with current phone numbers.

  4. Do I have to re-enroll in My Synovus?
    If you were enrolled in Synovus Online Banking or Synovus Mobile Banking, you won’t need to re-enroll in My Synovus. Please use your same username and password to log in from Synovus.com or through the new app.

  5. What is my username and password for My Synovus?
    Login with the same username and password you used for Synovus Online/Mobile Banking. If you are unable to remember, just give us a call at 1-888-SYNOVUS (796-6887) for assistance.

  6. I don’t have access to any of the numbers provided to receive a one-time code passcode. What do I do?
    If you’re having trouble completing the multifactor authentication steps, just give us a call at 1-888-SYNOVUS (796-6887) for assistance.


Accounts & Balances

  1. Did I lose any account history or statements after the conversion?
    No, all of your Synovus Online/Mobile Banking account history and statements are available in My Synovus. You’ll actually be able to view more account history and transactions using the My Synovus app than you have in the past.

  2. How do I change my account nickname?
    Go to Accounts, select the account you wish the edit, then select Manage. You’ll see an edit icon next to the account name. Enter your new account nickname and select Save.

  3. Why am I not seeing one of my accounts in my online Accounts page list?
    One of your accounts may be hidden. Within My Synovus, you have the ability to “Hide” an account. To ensure all of your accounts are visible on the Accounts page, go to Settings: My Accounts, then unhide any accounts you see hidden.

  4. What is the difference between “Hiding” and “Excluding” an account?
    When you hide an account, it will no longer be visible in your Accounts page. When you exclude an account, you are removing that account from your Planning page. You can hide or exclude (or do both) for any eligible account.

  5. Why don’t I see my balances beside my transactions?
    You need to turn on “Running Balance.” Within My Synovus, you have the ability to choose if you want to see or hide the running balance of your account—the available amount after an individual transaction clears. To turn on your running balance, select an account, then select Running Balance. At this time, this feature must be turned on each time you return to an account.

  6. Can I manually add an account?
    Yes. On the Accounts page, select Add An External Account and enter the required offline account information. Once the account is added to the system, you can update it as needed with new information such as the balance.

  7. Why is an account on the Accounts page grayed out?
    If the account is grayed out, you have excluded the account from your Planning page. If you wish to include the account again, un-check the Exclude option for that Account in the Manage section.

  8. Why do I not see a Delete button for some of my Accounts?
    Your Synovus accounts can’t be deleted. You can only delete offline accounts you manually created. If you don’t want to see Synovus accounts, you can “Hide” them under Manage in your account. Keep in mind, if you have an alert or a recurring payment with that account you will be unable to hide it. If you change your mind and want to see the account, go to Settings: My Accounts.

  9. How can I see my statement options for my accounts?
    Navigate to Settings: My Accounts to view and manage all your account statement options.

  10. Can I access my loan statements through My Synovus?
    At this time, we don’t offer access to loan statements through My Synovus. To enquire about current loans, call Customer Care at 1-888-SYNOVUS (1-888-796-6887) or visit your local branch.


Transactions & Categories

  1. Did my transaction categories carry over to My Synovus?
    Yes, any categories you’ve previously set up will remain when Synovus Online Banking becomes My Synovus.

  2. Will I lose any notes or memos I have created for transactions, bill payments, or transfers?
    Yes. Unfortunately, we are unable to move this information from our old platform to our new system.

  3. I don’t see the category I want for my transaction.
    My Synovus lets you add your own transaction category. While viewing your transaction, choose Add Category to create the custom category you want added to your list in the future.

  4. How do I recategorize a transaction?
    First, select the transaction’s details from the Transactions page. Select the category shown in the table (i.e., Uncategorized Expense) so the other available categories display. Now select the new category for this type of transaction. Each time you recategorize a transaction, you’ll have the option to review similar transactions and create a “Recategorization Rule” that places future transactions with the same description in the new category/sub-category you selected. Every other transaction currently in the system with the same description will also be recategorized. To review all the recategorization rules you have created, go to Settings, then select My Rules.

  5. Can I create my own category or sub-category?
    Yes. Select the transaction’s details from the Transactions page. Select the Add Category button to display available fields. Enter a category name, then select the Income or Expense radio button. If you’re creating a sub-category, you must select the checkbox for both parent category and subcategory. Now select Create. Your new category/subcategory will now be in the list of choices within transaction details. You can view all the categories/subcategories you’ve created under Settings: My Categories.

  6. Can I split a transaction into different categories?
    Yes. First, select the transaction’s details from the Transactions page. Then choose your first category, enter an amount, and select the Split button. Use these steps to split a transaction multiple times. You can view any previous splits you created under Other Splits when you select the Split button.

  7. Can I remove a category from a split transaction?
    Yes. Select the transaction split to display the transaction’s details. Press Delete button. The split will be removed and its amount will be added to the portion of the transaction you split.

Payments & Transfers

Watch Our Payments & Transfers Video

  1. Are my scheduled bill payments and transfers carry over to My Synovus?
    Yes, all bill payments and transfers remain intact and will continue to take place as scheduled.

  2. How do I pay multiple billers at once?
    Visit the Payments & Transfers section of the site and select Pay Multiple.

  3. Why don't I see my Bill Pay groups?
    As part of our upgrade to My Synovus, your Bill Pay groups may need to be recreated. While adding a new recipient, you can add a new group name (or multiple new group names) by selecting Add to a Group and entering a new group name. Please remember to hit the plus sign button and select the new group for your new recipient before hitting continue. At this time, groups can only be created when setting up a new recipient.

  4. Why am I not getting Bill Pay reminders?
    The Bill Pay reminders in Synovus Online Banking did not carry over to My Synovus. We encourage you to pay as many bills as possible as recurring payments – they’ll get paid on time, every time based on the frequency and amount you set, with no reminder necessary. You can set up recurring payments anytime through the Payments & Transfers tab in My Synovus.

  5. How do I turn off an e-bill?
    You can manage your e-bills from Payments & Transfers: Recipients. Select the eligible biller you want, then turn e-bills on or off.

  6. How do I cancel a pending transfer?
    From Payments & Transfers: Pay/Transfer, select the pending transfer you want to manage, then you can edit or delete the transfer.

  7. Can I make multiple payment from separate accounts?
    Yes. You can change the account you're using to make the payment in the Pay Multiple page. You can do this either individually (one by one) or by applying an account or date to all and editing each specific payment.

  8. Can I make payments and transfers through the mobile app?
    Yes. The My Synovus mobile app allows you to use all the features of Payments & Transfers.

  9. How can I view my Popmoney history?
    To see your Popmoney history, go to the Payments & Transfers tab and Select the link for Pay a Bill/Transfer Money. Then select Popmoney to access your contacts or history, or to start a new transaction.

  10. I am trying to add a recipient for Bill Pay, but I don’t know their billing address.
    You can search for our most commonly used billers to prefill their information. If you still can’t locate them using search, check your billing statement to locate your recipient’s billing address.

Messages & Alerts

  1. What happened to my Synovus Online Banking alerts?
    Any current alerts you received, including Bill Pay reminders, will no longer be sent. There are several new alerts available through My Synovus, and you can opt to receive them by email, text, push notification, or to your My Synovus Messages inbox. If you do not see an option for text alerts, go to your contact information in Settings: My Profile and opt in to text alerts. Read the Messages & Alerts FAQs for more information about Bill Pay reminders.

  2. How can I get My Synovus text alerts?
    If you’d like to receive My Synovus text alerts, share your mobile number with us in Settings: My Profile. Update your contact information with your number and check SMS to enable text alerts. After saving, you’ll see your mobile phone number as an option when setting up alerts. You’ll also have this number as an option to receive your one-time passcode when logging in from an unknown device.

  3. How do I add, change or remove the alerts I am receiving?
    You can manage your alerts under Settings: My Alerts. Once there, you can manage which alerts you want to receive and how you’d like to receive them. Keep in mind some alerts are mandatory for your security.

  4. I am not receiving the same alerts that I received before you made updates to My Synovus. Where did they go?
    Because of our upgrade to enhanced alert features, some of your old alerts may no longer work. Go to Settings: My Alerts to choose what alerts you receive.

  5. How long before I receive a response to a secure message I sent?
    A secure message response may take up to 24 hours. If your request is urgent, please call us at 1-888-SYNOVUS (1-888-796-6887).

Settings/ Self-Service

  1. Can I change my mailing address through My Synovus?
    At this time, you can only update your phone number and email address through My Synovus. To update your mailing address, call Customer Care at 1-888-SYNOVUS (1-888-796-6887) or visit your local branch.

  2. Can I change my username through My Synovus?
    Yes. Go to Settings: My Security. You must have your current username and password in order to change your username. Keep in mind, if you change your username, your old username will no longer be valid and can’t be used again in the future.

  3. Can I change how I receive the verification code for one-time passcode? (Change from a phone call to a text message.)
    Yes. To change how you receive your verification codes for you one-time passcode you’ll need to perform a one-time passcode reset. Go to Settings: My Security. Once you initiate the reset, you will be prompted on your next login to select how you would like to receive your authentication codes. At that point, you may select SMS or Voice Call. You can add additional phone numbers or change the phone numbers available by calling Customer Care at 1-888-SYNOVUS (1-888-796-6887) or visiting Settings: My Profile.

  4. Can I change my password?
    Yes. You must have your current login credentials in order to change your password. Go to Settings: My Security and select change password, change username, or change security question.

  5. I upgraded (lost) my mobile phone. How do I remove my old device so people can’t access my account information?
    To view, manage or remove any devices associated with mobile banking, go to Settings: My Mobile.

  6. My Instant Balances aren’t working anymore. How do I fix this?
    Go to Settings: My Mobile. There is an option to Disable/Enable Instant Balances. If you turn this option off and then on again, you will then be prompted to use your instant balances feature again. If you have Touch ID or Face ID enabled, you bypass selecting instant balances.

  7. How do I order checks?
    Ordering checks is not currently available through My Synovus but you can order them online.

  8. How do I stop payments?
    Go to your accounts, select Manage, then select Stop Payment.

Apple Watch

  1. How do I get My Synovus app on my Apple Watch?
    You must first have downloaded My Synovus on your iPhone. Once downloaded, you can navigate to your Apple Watch app located in your iPhone to manage your apps.

  2. Can I get My Synovus for my Android Watch?
    At this time, My Synovus mobile app is not compatible with the Android Watch. Check back for updates.

  3. My Apple Watch isn’t working what do I do?
    Unfortunately, we are unable to provide technical support for your Apple Watch. Please try contacting Apple Support for technical support.

Intuit: Quicken/Quickbooks/Mint

Quicken and Mint users be aware: Your automated feed and integration to these third-party sites may take a few days to come back online following the launch of My Synovus.

  1. How do I re-establish/reconnect access between my accounts and Quicken/Mint?
    You may not be able to access Quicken/QuickBooks/Mint for a few days after Synovus Online Banking becomes My Synovus. There are steps you need to take before and after the conversion to reconnect your accounts. Please click on the instructions for the product you use and follow the steps to backup and reconnect your accounts.

Still having issues? Looking for information about something else? Call Customer Care 1-888-SYNOVUS (796-6887) for assistance.