Online Banking Login
Stay informed with timely alerts about service interruptions, weather emergencies, and financial system disruptions that may impact your accounts or access to services.
Stay informed with timely alerts about service interruptions, weather emergencies, and financial system disruptions that may impact your accounts or access to services.
Please note that we are providing extended member service phone support until online and mobile banking services are restored. Our member services specialists are here from 7:30 AM through 6:00 PM ET to assist with balance inquiries, transfers, and other general banking needs.
Service restoration efforts continue, but there is still no estimated timeframe. Our provider remains engaged in the recovery process and continues to make progress. We will share updates as soon as new information becomes available.
To better assist members during the outage, our Member Service team will once again be available by phone until 6:00 PM this evening, and again tomorrow morning beginning at 7:30 AM. If you need help with account balances, transfers, or general account questions.
Please call 207-783-2071, and we'll be happy to assist you.
Thank you for your continued patience and understanding.
We know many members are looking for an update, so we wanted to provide the latest information.
• Online Banking, Mobile Banking, and Automated Telephone Banking remain unavailable.
• We do not yet have an estimated time for restoration. Our provider has been working around the clock and continues to make progress, and we will share updates as soon as new information becomes available.
• Debit cards are not affected by this outage and can continue to be used for purchases and ATM transactions.
• Direct deposits will continue to post as scheduled.
• Bill Pay payments scheduled before the outage will continue to process as planned. New Bill Pay payments cannot be scheduled until Online Banking access is restored.
If you need assistance with:
✅ Account balances
✅ Transfers between accounts
✅ General account inquiries
Please call us at 207-783-2071, and our team will be happy to assist you.
We understand how frustrating and disruptive this outage has been, and we sincerely apologize for the inconvenience. Thank you for your patience as restoration efforts continue.
Members,
This is Dan Clarke, Maine Family's President and CEO. There has been a lot of member frustration about the online banking outage and I’d like to address member concerns.
Around noon yesterday, September 15, our core banking provider experienced an equipment failure with the cooling system at the data center where our online, mobile, and telephone banking services are hosted. To protect member data and prevent further damage to the equipment, several systems shut down.
While backup systems are normally designed to take over automatically, additional equipment failures prevented that from happening. As a result, a longer recovery process was required to bring systems back online while preserving all member data and transaction information.
While the equipment failure means that self-service digital banking services are unavailable, our employees still have access to account information, including balances, incoming direct deposits, checks, and so on. Debit cards, ATMs, and Shared Branching are also all operating as normal.
The equipment has been replaced, and we are in the queue with other credit unions to have digital banking services restored. We have not been given a specific time when we will be back online, but we will continue sharing updates as soon as we receive them.
There have been a lot of comments on our outage posts and I wanted to make sure I can address your questions. If you have questions other than the ones I’m addressing, please put them in the comments and I will answer them for you.
Here we go:
Q. Is the Board of Directors aware of the challenges? Have they looked at replacing the system?
A. The staff and board are acutely aware of the issues we've been having and we’ve been exploring all possible options. Changing core processing systems is one of the most complex decisions a financial institution can make. It affects nearly every member service, account, loan, debit card, and digital banking function. While we cannot discuss vendor and contract matters publicly, we continually evaluate the services and technology that support our members and appreciate the feedback regarding reliability. We are planning to migrate to an upgraded, more modern version of the core software in the coming months. It is our hope that this will address a majority of the problems we've encountered over the past year when it comes to downtime. This particular event has affected more than 300 credit unions across the United States – it’s not just a Maine Family issue.
Q. All your systems are always down? Why?
A. It may feel that way when an outage like this occurs, and we understand why members are frustrated. We do track system outages and performance issues closely. The last time we had an outage that was more than a few hours was on Friday, May 31.
That said, one major outage is too many, and two are definitely too many. We share our concerns with our vendor and hold them accountable when service disruptions occur. We know our members depend on digital banking services to manage their finances, and we recognize the impact these outages have on your trust and confidence in our services.
Q. What is being done to prevent this from happening again?
A. That’s a fair question, and one we’re asking as well. We are actively working with our provider to understand how both the primary and backup systems failed during this event. We expect a full review of the incident once services are restored, and we will be discussing what improvements can be made to reduce the likelihood and impact of future outages.
Q. Why don’t you have an ETA?
A. We are dependent on information from our core processing provider. We would rather share accurate information than provide an incorrect timeline. As soon as we receive a confirmed restoration schedule, we will share it with members.
Q. Are you hearing member feedback?
A. Yes. Our leadership team and board of directors have been closely monitoring member feedback throughout this outage. We understand members are frustrated, which is completely warranted, and we take those concerns and share them with our vendor as well. Your comments help us advocate for improvements and hold our vendors accountable.
We are committed to advocating for our members and working with our provider to improve the reliability of the systems you depend on every day.
Sincerely,
Dan Clarke
President & CEO
Maine Family Federal Credit Union
To better support members during the Online Banking outage, our Member Service team will be available by phone until 6:00 PM today.
Need a balance, transfer, or account support? Call us at 207-783-2071.
Thank you for your patience and understanding as we work through this disruption.
We want to provide an update regarding our online banking outage. We understand how important these services are and sincerely apologize for the inconvenience.
Our service provider has been working throughout the night to restore service; however, at this time, online, mobile, and automated telephone banking remain unavailable. Unfortunately, we do not yet have an estimated time for restoration.
We want to reassure members that this is a service availability issue, not a data breach or security incident. Your personal information, accounts, and funds remain secure.
Please note that our core banking systems continue to operate normally. Members can still:
We're aware of an issue impacting Online Banking and Mobile Banking. Our team is working diligently to restore service as quickly as possible.
While our mobile banking, easy reach telephone banking and desktop banking are not working, we are open and happy to help - feel free to give us a call if you need help with your account, balances, histories, or more.
