Frequently Asked Questions

Q: What are the text banking commands?

 

Q: Are there any special characters I should not use in my online banking password?

 

Q: Where can I create a username that I can use in place of my account number when I log into online banking?

 

Q: Why do I have to answer security questions?

 

Q:  When will I need to answer the security questions?

 

Q:  What if I can’t remember the answers to my security questions?

 

Q:  Can I choose different security questions?  

 

Q: Are there any special characters I should not use in security questions or answers?

 

Q:  What if I don't want to set up security questions?

 

Q:  What is my Personal Internet Branch (PIB)?

 

Q:  When is online banking available during the day?  Are there times it is not available?

 

Q:  My Available Balance is less than my Actual Balance on the My Accounts page.  How can I tell what is affecting my balance?

 

Q: I moved overseas temporarily.  How do I notify the credit union of my new foreign address?

 

Q: How do I change my password?  

 

Q:  How do I update my email address at the credit union?

 

Q: If I already enrolled for eStatements and then change my mind, how do I unenroll?

 

Q:  I signed up for eNotices.  Why did I get a paper notice?

 

Q:  How do I change my phone number or address at the credit union?

 

Q: Why don't my browser's Back and Forward buttons work when in online banking? I often get a "This page has expired" warning.

 

Q: Sometimes when I click a button I suddenly see a "Credit Union ID" page. Is this some type of error?

 

Q: When I use online banking at home, the text is much easier to read than at work. What gives?

Q: Why are the balances I see next to my line of credit accounts different on some screens in online banking?

Q: I mentioned to a friend that he could apply for membership using online banking, but he couldn't get through when he got off work at midnight. Are there times when certain features are not available?

Q: When I view Previous Year IRS information, the reportable dividend and interest amounts on the "Previous Year" feature don’t add up the same as on the amounts shown on the other "Dividend/Interest Info" screen showing both current and previous years. Why not?

Q: I made a change to my address. Why didn't the change show up immediately?

 

Q: Why am I seeing the Online Banking Usage Agreement?

 

 

 

Q: What are the text banking commands?

A:  Click here to view the text banking commands used to check your balance. Click here to view a Frequently Asked Questions list about text banking.

Q: Are there any special characters I should not use in my online banking password?

A: There are certain special characters that cannot be used in a password.  They include: Caret: ^  Left Bracket: [   Right Bracket: ]  Double Quote: 

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Q: Where can I create a username that I can use in place of my account number when I log into online banking?

A:  You can create a username in the Info Center section of online banking.  Then access the Username section to create your username.  This is the only place a username can be created.  More about usernames

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Q: Why do I have to answer security questions?

A: Security questions are another way for us to verify your identity (and add  an additional layer of security) when you log into your account.  Think of it this way:  when you answer the questions correctly, we know it's really you.  

 

We know that it can be difficult to remember all of the many passwords you use at home and at work.  Security questions make it easier for you to get your online banking password reset without having to contact the credit union directly.   

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Q:  When will I need to answer the security questions?

A:  You will be asked to answer security questions in two different situations:

 

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Q:  What if I can’t remember the answers to my security questions?

A:  If you cannot enter the answers correctly, you will need to contact the credit union.  After we verify your identity, we can reset your questions and password for you, then you will need to log in right away and set up new ones.

 

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Q:  Can I choose different security questions?  

A:  Once you log in to online banking successfully, select Info Center, then Security Questions. You can choose new questions or provide different answers at any time.

 

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Q: Are there any special characters I should not use in security questions or answers?

 

A:  There are certain special characters that cannot be used in either the security question answer or a personalized question (should you use this feature.  They include: Caret: ^  Left Bracket: [   Right Bracket: ]  Double Quote: 

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Q:  What if I don't want to set up security questions?

A:  Security questions are required in order for you to have access to your accounts.  The Security questions that you set up here are the ones that will be used whenever you log in, as an extra way to verify your identity.

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Q: When I use online banking at home, the text is much easier to read than at work. What gives?

A: Remember that in your browser you can choose to change the text size. Look for a View or Page menu and a Text Size or Increase/Decrease font command.  The size is also controlled by the screen resolution for your particular monitor.  (To check your resolution, right-click anywhere on your desktop and choose Properties, then Settings.)

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Q: Why are the balances I see next to my line of credit accounts different on some screens in online banking?

A: On account summary and detail screens, you’ll see the balance owed on the loan. When transferring funds or performing other tasks where your accounts appear in a pull-down list, you’ll see the available balance (in other words, the amount of funds that could be withdrawn from the account, if any).

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Q: I mentioned to a friend that he could apply for membership using online banking, but he couldn't get through when he got off work at midnight. Are there times when certain features are not available?

A: Although a special "stand-in" process makes standard online banking services (account balances and transfers) available around the clock, the features that allow membership applications to be submitted, or let members open new savings and certificate accounts, may not be available for a short period overnight while we perform routine daily maintenance on the system. Tell your friend to try again in the morning!

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Q: When I view Previous Year IRS information, the reportable dividend and interest amounts on the "Previous Year" section don’t add up the same as on the amounts shown in the "Dividend/Interest Info" section of the screen. Why not?

A: When we show you last year’s IRS information, this is the total amount reported to the IRS for all of the accounts under your Social Security number, even if you have more than one membership. The "Dividend/Interest Info" feature shows all of the accounts that are currently open under this membership (the one you are currently accessing in online banking), with current year and last year figures for those specific accounts.

 

If you closed an account last year, it will be included in the bottom section (since it was reported to the IRS) but not the top section (since the account's not open anymore).  If you have more than one membership, the Dividends/Interest section will only show figures for the membership you are currently viewing in online banking.

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Q:  I made a change to my address. Why didn't the change show up immediately?

A:  When you submitted the request, did you see a final confirmation message?  The message would have either stated that the "requested changes were made" or that "changes would be made after being reviewed by a credit union employee."  If the credit union needs to review the change first, check back in a day or two and you should see the updated information. If you did not see any message, try making the change again, making sure to click the Update button after making the changes.

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Q: Why don’t my browser’s Back and Forward buttons work when in online banking?  I often get a "This page has expired" warning.

A: Simply put, every time you choose an option in online banking, communication occurs between your computer and the online banking server. This communication is necessary so that the system knows who you are and exactly what data it should display. The communication doesn't happen, however, when you use the browser buttons to return to a previous page - in some cases, the browser just displays what it "remembers" you saw the last time you were there.

 

In many cases, you’ll get an error saying the "page has expired" because for security reasons online banking cannot re-display the data until a properly authorized communication takes place. So as a rule, it is always best to use the navigation buttons provided within the online banking screens, not your browser’s navigation buttons.

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Q:  Sometimes when I click a button I suddenly see a page requesting a "Credit Union ID" to be entered. Is this some type of error?

A:  By far the most common reason this happens is that your session has "timed out."  (Click here to read more about session time-out settings.)

 

If you do not know the credit union's ID, simply return to the credit union's web site and click the link to online banking again. (This link automatically tells the system what your credit union ID is so you don't have to enter it.)  If you experience a time-out often, ask your credit union for the ID so you can enter it yourself if needed.

 

You will also be returned to this page if for some reason the communication between your computer and the online banking server has been interrupted (such as if your ISP experiences problems, or a phone line is accidentally disconnected, etc.).

 

If you were in the middle of a transaction when this occurred, log back in to online banking again and check your account balances and transaction history. If you have any questions or concerns, contact the credit union directly.

 

If you do not know this ID, simply return to your credit union's web site and click the link to online banking again. (This link automatically tells the system what your credit union ID is so you don't have to enter it.)  

 

Remember, you can use Contact Us to request a credit union representative to call or email you!

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Q: How do I update my phone number, address, or email address at the credit union?

A:  You can now change your personal information, such as address, phone number, email address, etc., by clicking the Info Center > Personal Information.

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Q:  How do I change my password?  

A:  Click Info Center > Password.  Click here for tips on choosing a secure password.

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Q:  How do I update my email address?

A:  Click Info Center > Personal Information.  Click the Update button to make changes and then save the updated information.

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Q:  If I already enrolled for e-Statements and then change my mind, how do I unenroll?

A:  Click Info Center > eStatement Options.  Choose the option near the bottom of the page, "I no longer wish to receive my statements electronically" and click Accept.

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Q: I moved overseas temporarily.  How do I notify the credit union of my new foreign address?

A:  Click Info Center > Personal Information.  When your current address appears, click the Edit button.  Then click the Change to foreign button to change the field labels so that a foreign address format can be entered.  

 

(NOTE:  Because there are so many different formats for foreign phone numbers, you may not be able to enter your new phone number here. Be sure to provide an email address, then contact the credit union so that they can record your phone number in their files.)

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Q:  When is online banking available during the day?  Are there times it is not available?

A:  We try our best to make core online banking services, such as viewing your account history and making transfers, available 24x7.  Of course, all computer systems require routine maintenance and occasional upgrades, so there may be brief periods, usually overnight, where you will not be able to log in.  Read more about online banking availability.

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Q:  My Available Balance is less than my Actual Balance.  How can I tell what is affecting my balance?

A:  If there are holds on your account, you will see this symbol next to the Available Balance on the My Accounts page.  This means that certain funds are not available for withdrawal. Simply click on the Available Balance.  The funds on hold will be listed at the top of the screen.  Read more about funds on hold, including an explanation of the descriptions.

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Q:  Why am I seeing the Online Banking Usage Agreement?

A:  There are several times  you might be view the Online Banking Usage Agreement, including when you begin using Online Banking and when the agreement language changes.  Read more about reasons you might be viewing the agreement.  View the text of the agreement itself.

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