The USAA App has a New Look and New Features

Updated: May 2, 2022

 

pc-mainBnr-soldier-on-phone.jpgDownload the USAA app here:

Get it on Google Play
 Get the USAA Mobile App on Google Play

Get on App Store Get the USAA Mobile App on the Apple App Store

 

 

 

 

 

Now through June, all members will be provided access to USAA’s updated mobile app with a new look and new features. We recently had the chance talk about the new USAA app with Mike Nickel, Executive Director of Digital Products for USAA. Check out our conversation:

 

Wendy: Mike, thank you for taking the time to tell us more about the new USAA app. Why is the app changing?

 

Mike: Thanks for having me here in Community. Through member research we learned members want more personalization – what they get when they call in to our Member Service Representatives and Insurance professionals. They want to find things fast and to make it easy to manage their money. In addition, we know that technology is evolving, and we want the app to be ready to integrate with changes as they come.

 

Wendy: What are some of the key changes?

 

Mike: 98% of all transactions on the app are now accessible with two taps or less. And we’ve put the more common things that members want to do on the home screen in context, right where their accounts are. We also built a new search engine using the latest natural language technology to make sure we understand their intent. We didn’t want members to have to type keywords to find what they’re looking for. This works with our virtual assistant.

 

Wendy: When will members be able to download the latest app?

 

Mike: We began providing the new app features to a small percentage of members April 5 and will continue to slowly release it to all members until we reach 100% of the membership by June 2022. Members who choose to auto-update applications on their phone will not need to do anything to see the new features. Others may need to manually update the app on their phone.

 

Wendy: What do members need to do if they are not seeing the latest app?

 

Mike: If a member received an email about the update but does not see the latest version of the app, check which app version you are currently on. (Profile > scroll down to Version). If the member is on the latest version, they will need to force close the app. The member can confirm the latest app version in the app store.

 

How to force close (iOS): From the Home Screen, swipe up from the bottom of the screen and pause in the middle of the screen. The member will see all open apps and their preview. Select the USAA App and swipe vertically to force close the app.

 

How to force close (Android): Open Settings > Apps > select USAA App > Force Stop

 

Wendy: Are members able to customize the home screen?

 

Mike: Yes, with this new update members can Select, Arrange and Hide Accounts.

 

How to Select, Arrange and Hide Accounts: Scroll to the bottom of “Home” and select “Customize”. Here the member can rename, rearrange and hide/show accounts and balance.  

 



Check out these videos highlighting the new USAA Mobile App:

 

Maggie - USAA Mobile App: New Look. New Features.
We’re upgrading our mobile app to make it faster, more personalized and adding smart search.




Dina – USAA Mobile App: Two-tap standard

Everything’s a tap or two away in the app.

 

Nate – USAA Mobile App: ATM Locator Update

Check out the upgrades to our ATM locator.




Carla – USAA Mobile App: Top of mind to top of app

Travel alerts, unfinished applications and other important info will now appear on the home screen.

 

Stacy – USAA Mobile App: Smart Search

The app predicts what you’re searching for as you type or talk.




Lonnie – USAA Mobile App: Strong foundation

Less time waiting for the app to load.


 

To learn more about the USAA app features visit the USAA App information page.

 

If you have questions about the new app, let us know in the comments and we’ll work to get you the answers and share your feedback!

 

About the Community: The USAA Member Community is place where members can access USAA information 24/7 and connect with other members. One of our goals in Community is to be a knowledge base where our membership comes when they need clarification or have questions on any military life topic or questions regarding a service USAA provides.

 

Mike Nickel, USAA Executive Director of Digital Products. Photo by John LillMike Nickel, USAA Executive Director of Digital Products. Photo by John LillMore about Mike Nickel:

Mike started with USAA 28 years ago serving as a claims adjuster. In 1999, he moved into the newly created E-Commerce organization to work on the first iteration of usaa.com and has worked in the digital field ever since. When Mike isn’t working on USAA’s digital experiences, he and his wife Christina are busy working on the family ranch and managing six adult kids and one granddaughter.  

 

 

 

 

 

285951 - 0422
29 Comments
pinetree
Prestigious Contributor
How about the webpage? It is a mess. Customers have been bombing USAA because the new webpage is a horror. Who and why was the webpage destroyed? USAA is on the wrong track. When will customers get something at least somewhat functional?
TMAC33
Contributor

Yes Pinetree...the website is an absolute mess. Couldn't agree more. 

KFire
Contributor

I have the new app - and can no longer see my non-USAA accounts. This was also a problem for me when they migrated the website to a new platform 2 years ago. My husband could (and still does) see both USAA and non-USAA accounts when he logs in, to include Charles Schwab (which took over USAA's investing arm).  I went through customer service then tech support repeatedly, which got me nowhere. I am fed up with explaining the problem every single time I either make or receive an IT call. They call randomly now and ask if I'm available to discuss it, but I am done with their runaround.  Since I still do not have access to my non-USAA accounts on the website, I'm going to assume that they won't bother to fix the app.

USAA Social Service
USAA Service
USAA Service

@KFire, Thanks for taking the time to post. I regret the inconvenience this has caused you. I've forwarded this matter to the appropriate area for further handling. - Ben

25Tankette
Contributor

I have an iphone 13 and the older USAA mobile app. I attempted to download the new app from the Apple Istore. When downloading was complete, I opened my mobile app and there was no difference. I rebooted my phone, yet no difference. The old mobile app remains unchanged and there is no other USAA app hiding on my phone. It did not work. 

Sharon455
New Member

Updated this evening. iPhone 7+. From App Store I chose option to Update, then Open once update was complete. It was the old app and I received a message that some accounts could not be updated. Closed and reopened and the new app opened. Also, my active accounts now show the same transactions as the website. 

horrorweb
New Member

The "new" website is a horror.  It is so much worse than the old one.  Every time I make a payment I have to call and waste so much time.  It is so bad I am thinking of dropping USAA.  I want a statement like I would get from any financial institution, not the mixed-up nonsense I get.

I just want a statement showing what is owing, what is paid and TO WHICH POLICY I WANT IT APPLIED.  USAA breaks it up each payment into a myriad of policies. I need it to be done like it used to be (and that was bad) so it meets my financial accounting needs.  Even after I call, and manually have the payment applied to the policy I want, weeks later I get a statement with the payment spread over numerous policies. 

I keep getting excuses that it takes years to update the website!!!  This is nonsense - if banks airlines and credit cards can update their websites for many millions of users, why cannot USAA do this on one fell swoop?  This new website should not have been released until all problems were solved. Also, the music drives me nuts while on hold for an unreasonable long time.  Whoever is making these drastic changes at USAA should be informed that they are are destroying USAA.

USAA Social Service
USAA Service
USAA Service

@horrorweb, we certainly understand your concerns about the new web design and take it to heart. This is why we'll escalate your situation to the appropriate team for further review. ~ Stacy 

dg2905
Occasional Visitor
I understand that sometimes things need to be upgraded. The enhancements USAA has made to both the website and the app are horrible because they do not take customer preferences into consideration. You eliminated all of the categories that I had set up to make it easy to find payments and information I need for taxes. You made up new categories and recategorized things I had already organized. I have no idea how long it will take me to make sense out of the mess I now have in my checking account. You also eliminated the ability to change the name/ descriptions and all my checks come up as check#. There is no ability to edit the title so you can see who wrote a check out to or made payment to. I have called and spent hours on the phone complaining about this and each time I have been promised a follow-up and nothing ever comes. I agree with others. I have loved USAA for over 30 years, but I'm actually considering leaving because of the disrespect to the customer that was shown in this new design. It is unconscionable that you would change data I had entered in my account. Things are recategorized without my permission. This feels like such a privacy violation as well. No one on the phone can offer any work around or any way to restore my previous data. A redesigners one thing, changing my data that I use for tax and financial planning purposes is unforgivable
USAA Social Service
USAA Service
USAA Service

@dg2905, I have your post here and I am going to make sure your concerns are heard. I am sorry for the frustration this has caused and know how important this info is. Thank you for speaking up. ~Tom

pinetree
Prestigious Contributor

Well USAA? Status of the WEBPAGE? Waiting for months !

pinetree
Prestigious Contributor

Well stated. TY. USAA apparently just doesn't care about so called "members". This problem has rolled on for months. USAA just ignores customers. I wish for you the best and can't believe USAA so disrespect the military customers that supported and helped build USAA. The "Big Guys" must be very proud. 

USMA Star
New Member

Stop trying to make unnecessary changes and HEED your feedback.  I'm contemplating leaving USAA like the others above.  Despicable client service.  You need to hire new people and can all the clowns who are in charge now...

USAA Social Service
USAA Service
USAA Service

@25Tankette, thank you for reaching out regarding the redesigned USAA Mobile App. USAA began this rollout in November 2021 and will incrementally roll out the update to all members through June 2022. You'll receive an email from USAA that highlights some of the improvements once the updated USAA Mobile App has been made available to you. ~DC

63 yr member
Visitor

Now all you need to do is place a real human being answering the CHAT line rather than a robot.    And make sending a message to USAA /specific dept much clearer.

USAA Social Service
USAA Service
USAA Service

Hello @63 yr member, thank you for your longtime membership with USAA.  Certainly understand your concerns and saddened to hear about your chat experience, were you not able to connect with our chat specialists?  Our chat specialists are assisting our members daily with their financial needs and more, may I ask which area were your trying to connect with?  ~Marco

prrgirl
New Member

I got the email about the upgrade to the mobile app.  When I opened the app on my phone it looked the same.  Do I need to remove the old app & download the new version?  There weren't any instructions on what to do.  HELP!

USAA Social Service
USAA Service
USAA Service

Thanks for reaching out to us about this. You will not need to remove the app and download the new version. It should just update on it's own. Your phone may have an option to manually update the each app to it's most recent version. You can certainly do that, but the app should update on it's own within the next couple days. -Heather

RFTW2022
New Member

Thanks USAA you are now totally invisible to me. I can not update the mobile app because I own an older iPhone. I've tried to update the website on my laptop. I enter the 6 digit security code and it goes to a blank screen. I'm guessing at this point my only recourse is to contact you by my antiquated iPhone. That is only if you haven't changed the phone number also.

USAA Social Service
USAA Service
USAA Service

Hello, @RFTW2022. I am sorry to hear you are having troubles with the mobile app and website. The area that can help is our Website Support Center @ 877-632-3002. -Nick 

Debt Killer
Visitor

What is the "Security Level" of this APP??  How am I assured that my USAA accounts are protected from take-over or theft?

USAA Social Service
USAA Service
USAA Service

Hi Debt Killer. I understand your concern regarding the security of our mobile app. Protecting your personal information and providing you with peace of mind is our top priority. Our Cyber Threat Operations Center constantly remains vigilant and monitors potential online threats. You can find more information on how we protect your personal information in our Privacy Promise https://bit.ly/3G6mbOR and on our Security Center's website at https://bit.ly/3sPkhMO. If you have any other questions or concerns, we're always here to help. -Rachael 

Victoriana
Regular Visitor

I don’t like the new app. My grandson  who’s on Active Duty has it & it’s difficult to use. I don’t know why USAA feels that they need to change it.

Ensign Ed
Occasional Visitor

I don't have the new app yet, but want to add a comment.  I have been a USAA member for 52+ years and am thankful for all that they have done.  No one can say that they don't care about their members.  Lighten up, put down the need for instant gratification, give them some time and they will do their best to meet your needs.   There are too many variables to make everyone completely happy, but they try their best.

MoKa
Occasional Visitor

I never liked the idea of going to the phone.  small characters, big pictures like I write with a crayon.  At the same time the website from a PC is painful as well.  I've seen this online service get closer to falling into the toilet.

BFWO
Occasional Visitor

Long Time Member ([removed sensitive data]) suggestion for future "KISS".

BFWO
Occasional Visitor

KISS "Keep it simple stupid"

 

DJ Blackhat
Frequent Visitor

I read the above replies by USAA SOCIAL SERVICES.  The employees who reply to the members' complaints and refer them "up the chain " seem to be "spinning their wheels.  I believe that NO ONE at the USAA executive level is taking any corrective action. Perhaps those at the highest level have decided to leave the new system as it is currently implemented and are regarding members complaints as "noise,"in other terms as "the cost of 'doing business.'"  As a 53 year loyal member, I too have submitted my concerns and complaints, but to no avail. I have concluded that neither the executives at the highest level of USAA and the USAA Board Members have determined that the new system will remain. It is gravely sad and disappointing to realize that USAA has departed from its previous core values. It seems to me that USAA is becoming, and,  in fact, already has become just another "big business."  Sound Taps for the original USAA.

 

Pigman
Frequent Visitor

What a mess. I got an email telling me that I could get the upgraded phone app, so I went to "learn more". Foundered around for 10 minutes getting "invalid" notifications before I finally stumbled on the fact that I needed to sign in before I could even use THIS PAGE. No info that that was needed before anything worthwhile could even be done. The rest of the "upgraded" WEB site is the same. No way to get anything useful from CHAT, doing a search with the search tool returns pages of non-applicable responses that makes it useless, and help on the phone is highly dependent on who you get. I've been bounced around through various transfers for 30 minutes plus and still never got the problem even addressed let alone fixed. I now do all check deposits by mail as I cannot use the app and you've eliminated the web deposit feature. Not everyone is a 14 year old with flying fingers who lives on my phone.  I too am a 63+ year customer who is seriously looking for another place to put my accounts.