The USAA App has a New Look and New Features

[Wendy Poling USAA]

Updated: May 2, 2022

Download the USAA app here:

 Get the USAA Mobile App on Google Play

 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 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

[pinetree]

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]

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

[KFire]

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]

@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]

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]

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]

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]

@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]

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]

@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]

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

[pinetree]

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]

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]

@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]

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]

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]

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]

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]

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]

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]

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]

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]

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]

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]

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]

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

[BFWO]

KISS "Keep it simple stupid"

[DJ Blackhat]

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]

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.

[1Insurance]

No trouble with the App.  Ease of use since day one.    

[Cyberbiker]

USAA, keep your spirits up. People are always resistant to change and there will undoubtedly be some rough spots in transitioning to the new formats. Once I customize the four primary tiles to the order I wanted the app seems to do the job quite adequately.

I’ve used your mobile apps since their inception. If you need another beta tester I’d be happy to volunteer.

[USAA Social Service]

It's great to hear the mobile app is helpful with changes that were made, @Cyberbiker. We appreciate your feedback. ~Marie

[LNAPIER]

Thank you for innovating.  Change is always hard for customers so not being negative.  Below are things I hope you consider going forward.

1). Chat:  Mobile App Help.  It states there is none.  Should be able to enter “human” or “representative” at any point to get a human being.  

2) External accts.  I can’t get a synch from Chase credit card anymore.  Called and support said it was temporary.  Update the message that pops up when you try to access your external acct that says it is temporary.  Currently indicates its permanently no longer an option.

3) Fonts:  Too large on IOS.  Eats up too much screen space requiring a lot of scrolling.  App does not interact with IOS font size adjustment capability.

4) Chat:  USAA Phone number look up in chat. Would be nice to be anle to click the number in the results and have it auto dial.  

5) Mobile App Feedback:  Please add to chat and search so it is easier to find.  Need to add a section to receive negative feedback instead of just polling new features or signing up for labs.  

Thanks again for keeping the app fresh and up to date with UI trends.  

[0101101]

Interesting. 
What I see on my iPhone 12 Mini keeps toggling between the old view and one that is all oversized bubbles and unviewable / unusable, not to mention astonishingly unprofessional. The new(?) view looks nothing like what’s shown in the App Store. — See screenshot above which, besides being a hot mess, shows a homeowners’ policy that isn’t even associated with my account!
I am refusing to update the ipad app since it is still useful. I’ll keep using it until the phone app finally gets sorted. Or, until it doesn’t and I simply move my banking to the local credit union. 

[USAA Social Service]

Thank you for your feedback concerning the app. I am forwarding these details to the appropriate team to help improve the user experience going forward. I apologize for the frustration this has caused. ~Crystal 

[dancerfrog]

I show the latest app version on my phone, but it looks nothing like any of the videos, and I can't find the search function anywhere. So far in my life, the number of times I have gotten an actual answer to a question or issue using a "virtual assistant", on any app or website of any corporation in the world, is one. One time. So I'm not holding my breath, but good luck. Not a clear and smooth start.

[10plusyearer]

Hello,

My mobile app updated a few days ago and ever since I have been unable to view my renter’s insurance. It says:  “You may see some changes to your page.
We're working to restore anything that's
missing or rearranged.”  And the page is completely blank other than that error message. I have been able to view renter’s insurance online on the website. So, the app is still buggy. Please don’t contact me directly regarding this issue, I just want to let you know the new app doesn’t show renter’s insurance. Please push a new app update. Thanks 

[Churchill1945]

I sent this letter in March, 2022.  Never got a response.

Dear Sir or Madam:

I have been a member since 1979 (I think) and the service until about two years ago was excellent.

Your auto insurance still is.

Your phone menu, web site, and mobile site are no longer.

As to the phone menu:

Those of us with an IQ above 37 do not need to listen to the infinite choices, all of which usually do not apply.  We have a specific question.  If it was general in nature, we would know how to find the answer.  So, the endless questions and routing are irritating at best, and then much of the minutiae has to be repeated when a human is finally allowed to talk to us.  I have complained often about this and the humans to whom I have spoken have agreed.  Your own employees do not like the system either.

As to the web site:

Logging on has become a game of chance.  I do not know when it will go quickly as I access the site weekly to pay bills, or I will have to engage in a procedure that makes entering the pentagon look easy.  Then, I have to get my mobile phone to access your site on my computer.  My mobile phone is not prosthetically attached, so that entails a trip to somewhere else in the house.  Then the code is only sent on alternate days, which entails a second sending (I am smart enough to keep my phone close at hand).

As to your mobile site:

I no longer use it and it is no longer reliable.  The last time I tried to use it the gentleman to whom I was finally allowed to speak could not solve the problem, nor could he analyze it.  It was not that he was not prepared, but he did not believe that which the mobile site was doing was indeed doing what it was doing.  He was as flummoxed as I.  I have now opened a local bank account to accommodate my miscellaneous needs I used to handle via the mobile application.

IF YOUR AUTO INSURANCE WAS NOT SO DARN GOOD AND THE ACTUAL BILL PAY CAPABILITY SO DARN GOOD, I WOULD LEAVE YOU IN A SECOND.

Therefore, please take this letter as a plea to return to the good old days when humans answered the phone, the web site was simple to use, and the paranoia which has attached to everything is no longer present.

Thank you for your time.

Sincerely,

JAMES S. Wxxxxxxxx

*Moderation note: Your post has been modified to protect your personal information. 

[USAA Social Service]

@Churchill1945, thank you for taking the time to share your concerns with us. I understand your frustration with our phone number, web site and mobile app. I am sorry to hear our services are not meeting your needs at this time and will be happy to share your concerns with the appropriate team in an effort to make improvements in these areas. Thank you. - Rhonda 

[00000XXXXXXXXXXXX]

USAA has truly lost contact with reality. 

[Technologic]

Devs,

Just a request for the iOS mobile app.

Could you make the app jump to the document/inbox when you click the ‘you have a new document’ notification?

 It would make things quite a bit faster to get to.

[Pilothelicopter]

After reading all the comments I am not going anywhere near this new app until I have to.  USAA, I have been a member for 50 years and have sung your praises until recently. I am seeing a decline in customer service and agree with many of the previous comments. Particularly trying to talk to a human when I call USAA is so frustrating. Also recently the web site changes are difficult to navigate.  Now this latest problem with the app. It seems your IT people are changing working platforms just to justify their jobs. “If ain’t broke don’t fix/change it!” Personally I feel many of issues with USAA began when they went from having retired general officers running the company to civilians with MBAs that have no feel for the military community. A community that USAA has served so well for so many years. Case in point, how much is USAA spending on TV advertising. Particularly NFL games. Who are the ads targeted to? They even say they are only for the military. Rob Gronkowski (now there is a fine representative) learns he can’t be a member. DUH! We know that and so do most military.  Money wisely spent? I don’t think so. How about putting more in members Subscribers Savings Account. Your members could use it. Just my 2 cents. USAA please listen to your members and KISS. Thanks. 

[JPhoneDude]

I am in 100% agreement with dg2905.  All my frustrations and emotions regarding USAA are stated very well in his post.  I too have had all my categories changed to suit USAA's new format, their new category names were made by someone who needs a reality check in home financial management, and my android is too old for the USAA App preventing me from using Mobile Deposit.

In addition, my wife and I are POAs (power-of-attorney) for multiple family members who, do to health concerns, are unable to manage their own affairs, but are long-time USAA members.  As you can imagine, the changes USAA made to the website have compounded my contentions when using these services.  One can usually remember the various aspects of his/her own finances, but try doing that in multiplicity.  This is outrageous!

[USAA Social Service]

@JPhoneDude, I definitely want your concerns heard and I am engaging the appropriate area to review this. I know how important these tools are.  ~Tom

[Hawkeye_13]

It’s time to run screaming from USAA banking. The Insurance is still cool, if not a bit expensive.

USAA app and webpage are a train wreck, especially when compared to most if not all of the competition.  Hard to use, broken interfaces, and awkward setups lend to a crime scene of issues for USAA.

USAA recent loss for the anti-fraud lawsuit has also caused them to swing way too hard to the right and cancel accounts, even though the proper documentation was sent to them (USAA requires ID and proof of residence).

Specifically, our daughters accounts of college savings, savings, and checking account.  All were closed while she was abroad and needed them most.  All had ample funds in them.  How did USAA, an online bank, notify her?  They sent a snail mail and gave her 30 days to send in the desired info.  No email, no red banner in the app, just a letter that never made it to us because we had just moved and let’s face it,  USPS is also having issues right now.  By the time she realized what happened, they had closed her checking.  They just closed her savings accounts.  They are snail mailing her balances to her.  To add insult to injury, my wife and I were co-owners on the account and we were fully verified and they still cancelled the account.  Talk about loss of trust.  

We are starting the slow and painful process of moving all of our banking away from the absolute clown act that is USAA banking.  We Hate to go, but I’m sure USAA could care less.  Anyone who thinks USAA cares about your loyalty is fooling themselves.

[USAA Social Service]

Dear Hawkeye_13, 

I am sorry to hear of your daughter's  experience with her bank accounts. I can certainly understand the difficulty this caused her. We will review this situation further and log your feedback. Thank you for reaching out to share your experience. _ Jesse 

[jorkel]

1. Would have been nice to include the latest version number in the article instead of rooting around to find it on the app (your instructions to find it did not work on my phone.  Had to go into profile and click "about, not "version".

2. Regarding the web page, how about putting the links to sections such as bill pay etc on every page, instead of buried three links deep on the home page. That's after we find out where you hid the home page (under the logo).   Now after you find the home page, then products, then banking, then tools.  Or maybe just move the "i want to...." up to the top somewhere.  It was a lot easier before.  Please remember we are not all tech savvy and don't like looking for stuff......

[Neptbch]

Have hung with USAA for over 60 years and will stay with them even after seeing great amounts of our dollars going to questionable advertising!  After reading all the comments on the "New" app will just wait six months to even bother trying it.  Good Luck! BTW have never had a problem getting to a live person on a plain old phone you talk into!

[JABuck]

I have the laustest version 18.12.1 but it looks just like the last version. Is there a newer version coming?

[ShannonC12]

While some areas of the new website and app are nice, a few are not. Someone needs to explain why they took away the search function for the credit card. Of any account I need to be able to quickly and efficiently search transactions, its for my credit card. Now that is impossible, even on the website. The search function is awesome under my checking account. Not sure why they aren't the same! Fix it asap!!