NorthOne Customer Service — Expert Guide for Small Business Owners

Overview and what to expect

NorthOne is a fintech-focused business banking platform designed for small to mid-sized businesses, freelancers, and sole proprietors. Founded in 2016 (publicly reported), the product combines a mobile-first checking account with bookkeeping tools and integrations. The official website is https://www.northone.com, and the mobile apps are published on the Apple App Store and Google Play. As of 2024 NorthOne’s headline pricing for the core business checking account was $10 per month (verify current pricing on the website), with add-on fees commonly applied for outgoing wires and international transactions.

Customer service is intentionally digital-first: the primary support pathways are in-app messaging and the online Help Center. That design trades a traditional phone queue for faster, documented support and a ticket history you can reference. Because NorthOne acts as a technology layer on banking rails, many escalations involve third-party banks or payment networks; expect some inquiries to require joint work with partner banks or card networks and correspondingly longer resolution windows for financial investigations.

Primary support channels and typical SLAs

NorthOne’s published support channels are oriented around three entry points: the in-app chat (recommended for account-specific problems), the Help Center articles for self-service, and email support for attachments or longer-form requests. The Help Center is accessible from the app and at northone.com/help (or via the main site footer). In-app chat is the recommended route for urgent account matters because it preserves session logs and enables secure exchange of sensitive information.

Typical service-level expectations seen in fintech operations like NorthOne are: first in-app response within minutes to an hour for routine requests; email responses within 24–48 business hours; and specialized investigations (fraud, ACH returns, missing wires) taking 7–30 business days depending on the issue and third-party involvement. Always ask your agent for an expected timeline and a ticket/reference number, and capture the agent’s name for follow-up.

How to prepare before contacting support

Preparing complete documentation before you open a ticket drastically reduces resolution time. For identity and account verification, NorthOne agents will typically request at least three of the following items and may require certified business documents for regulated actions (closing accounts, changing EINs, large transfers). Have digital copies ready (PDF or high-resolution photo) and submit them through the secure in-app channel only—avoid emailing sensitive documents to unverified addresses.

• Account number or last 4 digits of the account displayed in-app; registered business legal name and DBA (if any).
• Federal EIN or SSN last four (for sole proprietors), and the date of business formation.
• Government ID: driver’s license or passport (clear photo); business formation documents: Articles of Organization/Incorporation and Operating Agreement.
• Proof of address (utility bill, lease) dated within 90 days; voided check or deposit slip for external account linking.
• Transaction detail: date, amount, transaction ID or reference number, counterparty name, and screenshot of the in-app transaction log if available.

Common issues and practical resolutions

Account verification failures are among the most common support requests. If verification stalls, double-check that names and addresses on submitted documents match exactly what is on file (including punctuation and suffixes like “LLC”). Common fixes: resubmit a higher-resolution image, include a recent bank statement if the business formed recently, or provide a signed letter on company letterhead confirming owners and addresses.

Deposit, ACH, and wire issues are another frequent category. Domestic wires are typically processed same-business-day if initiated before a bank cutoff (commonly ~3:00–5:00 PM ET) and can carry fees (industry range $15–$30 for outgoing domestic wires; international wires often higher and include correspondent fees). ACH credits can take 1–3 business days to settle; NACHA and processor rules mean an ACH return or exception may take several days to surface. For lost or delayed incoming wires, provide the sending bank’s trace number and timestamp—agents will initiate a trace with partner banks.

Card or merchant processing disputes follow published card network timelines (Visa/Mastercard timeframes vary; plan for 45–120 days for complex disputes). If you believe fraud occurred, freeze the card immediately from the app and request a formal investigation. NorthOne-style platforms usually escalate fraud to a dedicated investigations queue and will ask for police reports for amounts above certain thresholds.

Escalations, investigations, and regulatory timelines

Escalation generally proceeds from front-line support to a specialist team (fraud or investigations) and, if necessary, to compliance or legal review. For financial claims governed by federal rules: under Regulation E (electronic fund transfers) and NACHA, many unauthorized debit or ACH claims often fall within a 60-day window for consumer notifications, though business accounts can have different contractual windows in their terms of service. Always request the formal timeline and the investigator’s contact information.

Investigations frequently require 7–30 business days; complex cross-border issues or situations requiring subpoenaed records may take longer. If you need faster escalation for critical cash-flow impact (payroll not clearing, stopped vendor payments), state the material impact, provide payroll/vendor deadlines, and request an expedited review. Keep a written paper trail: ticket numbers, agent names, timestamps, and copies of every document you send.

Practical templates and next steps

Use concise, factual messages in the in-app chat. Example opening message: “Account: [last 4 digits]. Issue: incoming wire not received. Sender: [Bank Name]; Amount: $X,XXX.XX; Sent: 2025-08-28 14:15 ET; Wire trace: [trace number]. Impact: payroll due 2025-08-30 for five employees. Requested action: initiate wire trace and confirm ETA.” This level of detail helps an agent triage your case immediately.

If you need to escalate, ask specifically for a ticket escalation and the target SLA: “Please escalate to Investigations and provide expected response window and investigator name. This is time-sensitive: payroll deadline 2025-08-30.” If you do not receive an acceptable response, reference your contract or terms of service and request a supervisor review. Keep copies of all communications for at least 12 months—this simplifies any future compliance questions or disputes.

Is BankMobile Customer Service 24 hours?

BankMobile Checking & Savings Account
Automated service line: Available 24 hours a day , 7 days a week. Email your questions to our Customer Care agents by logging in to your account and clicking on the FAQ button. Click Email Support Team and complete the form. Your note will be sent securely to us.

How do I talk to a customer at my bank?

Eye contact – Strong eye contact can establish trust and respect. Proper posture – Slouching can make your employees seem uninterested in your customers, while standing up straight has the opposite effect. Crossed arms – Crossed arms are often a signal of defensiveness. You want your bank to be warm and inviting.

Who owns North One?

About North One
Founded in 2016 by Eytan Bensoussan and Justin Adler, North One’s network of investors includes Battery Ventures, Don Griffith, Drew Brees, Ferst Capital Partners, FinTLV, Kaiser Permanente, Next Play Capital, Operator Stack, Redpoint Ventures, Ruby Ventures, Tencent, and Tom Williams.

How do I contact Northone bank?

Our Customer Care Team is available Monday to Friday, 9:00am to 6:00pm ET (excluding December 25th and January 1st). You can also email us at [email protected]. We look forward to hearing from you! North One is a financial technology company, and not a bank.

How do I contact OnePay Customer Service?

Chat is available 24/7. Tap on this link from your mobile or web browser to start a chat or select Help from your Profile page in the OnePay app. Phone: We can be reached at +1 (855) 830-6200 from 9 a.m. to 9 p.m. ET, 7 days a week.

How do I contact Unionbank Customer Service 24-7?

(632) 8841-8600orby
Please make sure that your email address and mobile number are updated by calling 24-hour Customer Service at(632) 8841-8600orby sending an email to [email protected].