Digital Banking FAQ
Setup Questions - Quick Links
Accounts Overview - Quick Links
- Why am I seeing multiple Memberships when I log in to the new Digital Banking?
- Can other people view my Memberships in Digital Banking?
- I can see the Memberships that my minor children are on. Can they see mine?
- I am seeing my adult children’s Memberships. How do I stop seeing those?
- How do I hide Memberships I do not want to see in Digital Banking?
- How do I see account transactions older than six months?
Functionality Questions - Quick Links
- What devices are supported by the new digital banking platform? Do I need to have the latest version/update?
- If I have another person on my membership, can we still share the same email and phone number on file?
- Why do I keep getting an alert saying an unsuccessful attempt was made to access my Digital Banking account?
Pay (Bill Pay, Wires, and Zelle®) - Quick Links
- Where can I view my Bill Pay, Wire, or Zelle® recipients?
- How do I view or manage my Billers (payees) in Bill Pay?
- How do I only see my active Billers (payees) in Bill Pay?
- Why do some of my Bill Pay Billers receive checks now instead of electronic payments?
- How can I tell if my payment is sent electronically or by check?
- How do I check the status of my payment?
- How long does it take for my Bill Pay payment to be debited from my account?
- Were my Wire recipients automatically brought over to the new Digital Banking?
- How do I set up new Wire recipients?
- How do I designate if a Wire is domestic or international?
- Can I use Zelle® if I am currently living outside of the U.S.?
Quicken/Personal Finance Programs - Quick Links
- I am not able to connect my Credit Union accounts to my Personal Finance app or program. How do I fix that?
- How do I reconnect my Credit Union accounts with Quicken?
- How do I export my transactions from Digital Banking into Quicken?
- Can I access my Digital Banking transactions via QuickBooks?
- What categories are supported with the current Digital Banking and Quicken integration?
Setup Questions
Q. If I am already using Digital Banking, why do I have to set up a new User ID and password?
A. Because the new Digital Banking is individual-based rather than membership-based, all users need to set up a User ID and password for the new experience. Existing login credentials are no longer active. If you have more than one person on your membership, each of you will need separate login credentials.
Q. How do I sign up or re-enroll in the new Digital Banking?
A. To sign up as a new user or re-enroll as an existing member, follow these instructions.
Option 1: Online Banking
- Click the Log In button in the top right corner of our webpages
- On the Login/Enroll page, click the Enroll Now link
- Complete the information requested
Option 2: Mobile Banking
- Download or update the Mobile Banking app
- On the Login/Enroll screen, tap on Enroll Now
- Complete the information requested
Q. If I’m an existing user, can I set up the same User ID that I had before?
A. Each member must set up a unique User ID. If your old User ID is available, you can use it again.
Q. Can I choose how I receive my identity verification passcodes?
A. Yes. To select your preferred method of receiving identity verification passcodes, click on More in the navigation, then select User ID and Password followed by One-Time Passcode (OTP).
Accounts Overview
Q. Why am I seeing multiple Memberships when I log in to the new Digital Banking?
A. A benefit of the new Digital Banking experience is that you can view all of the Memberships you are authorized to perform transactions on using only one User ID and Password.
Q. Can other people view my Memberships in Digital Banking?
A. Each member has the ability to view the Memberships they are authorized to perform transactions on (as a Primary Member, Joint Member, or Trustee, for example). If someone is not authorized to view your Memberships, they do not see them.
Q. I can see the Memberships that my minor children are on. Can they see mine?
A. Your minor children will only see the Memberships that they are an authorized signer on.
Q. I am seeing my adult children’s Memberships. How do I stop seeing those?
A. If you no longer want to be on a Membership with your adult child, we can remove you. Please send us a Secure Email from within Online Banking or Mobile Banking so we can assist in the removal process.
If you want to remain on the Membership but hide it within your Digital Banking experience, see below.
Q. How do I hide Memberships I do not want to see in Digital Banking?
A. A great feature of our new Digital Banking experience is that it allows you to view all of your Memberships on the Overview Page. However, if there are Memberships you do not want to view on the Overview Page, you have the option to hide them.
Please go to the More Tile and click Accounts and Memberships, then Membership Settings.
Q. How do I see account transactions older than six months?
A. To view older account transactions, click on the “Show transactions from” menu and select “Custom filter.” Use the calendar feature to select the date range you would like to view (do not type the dates in). Account transaction history is available for the past 18 months.
Functionality Questions
Q. What devices are supported by the new digital banking platform? Do I need to have the latest version/update?
A. It is always best to have the latest version of your preferred browser and devices operating system. Please be aware that Internet Explorer is no longer supported by Microsoft.
Q. If I have another person on my membership, can we still share the same email and phone number on file?
A. Yes. You must each have a separate User ID for Digital Banking, but you can still share email addresses and phone numbers. To use Zelle®️, however, an email address or phone number can only be associated with one person at a time.
Q. Why do I keep getting an alert saying an unsuccessful attempt was made to access my Digital Banking account?
A. This could be due to incorrect log in information being entered or because a personal finance aggregator (such as Mint or Quicken) that you have linked to your Digital Banking account was unable to connect.
If you have forgotten your User
ID or password, please follow the help links on the Digital Banking log in page.
If you have a personal finance aggregator linked to your account, make sure that your Digital Banking log in credentials are up to date within the aggregator.
If you believe someone is attempting to gain access to your account without your permission, please contact us.
Pay (Bill Pay, Wires, and Zelle®)
Q. Where can I view my Bill Pay, Wire, or Zelle® recipients?
A. Please note that recipients are added to each service separately. To view recipients, first click on the Pay by Bill Pay, Pay by Wire, or Pay by Zelle® option. Note that recipients for each service are also separate from recipients set up for transfers.
Q. How do I view or manage my Billers (payees) in Bill Pay?
A. Bill Pay Billers (payees) were automatically imported from our previous Bill Pay experience. To view or manage your Billers in Bill Pay, first select the associated Membership. If you have multiple Memberships, you will need to select the Membership that was previously used to pay that Biller.
Q. How do I only see my active Billers (payees) in Bill Pay?
A. The new Bill Pay gives you the ability to create groups of Billers. You can create groups such as active Billers and non-active Billers and then select the group you wish to view or manage.
Q. Why do some of my Bill Pay Billers receive checks now instead of electronic payments?
A. These payments have likely defaulted to paper delivery due to out-of-date information previously provided for the Biller(s). To correct this, we recommend that you delete the Billers and add them back in as new Billers, using information from your
most recent bill.
- Click or tap on the Biller
- Select the pencil icon that appears next to the Biller’s name
- Click or tap Delete
- Go back to the Pay Bills tab and select Add Biller to set them up again using information from your most recent bill
Q. How can I tell if my payment is sent electronically or by check?
A. When viewing your Billers or your Bill Pay Activity, look for the word “Electronic” or “Check” under the Biller’s name and account number.
Q. How do I check the status of my payment?
A. Payment details, including Status, can be seen by clicking on the arrow in the bottom right corner of each payment on the Activity tab. You can also set up text or email alerts concerning payment delivery.
Q. How long does it take for my Bill Pay payment to be debited from my account?
A. Your account will not be debited until the payment is complete. Payments sent electronically typically take one to two business days to process. Payments sent as a check will be debited from your account when the Biller cashes the check, which often takes five to seven business days.
Q. Were my Wire recipients automatically brought over to the new Digital Banking?
A. For your convenience, we imported your previous Wire transfer recipients to the recipient list in the new Digital Banking. To view recipients, click Pay by Wire and then Wire Recipients. If you do not see a particular recipient, please set them up as a new Wire recipient.
Q. How do I set up new Wire recipients?
A. In our new Wire platform, the first step is to select a stored recipient or enter new recipient information. To add a new Wire recipient, start by selecting Send to New Recipient and complete the information (including whether the recipient will receive domestic or international wires).
Q. How do I designate if a Wire is domestic or international?
A. With the new Wire process, you designate whether each recipient will receive a domestic or international wire when you add that recipient to your wire recipient list.
Q. Can I use Zelle® if I am currently living outside of the U.S.?
A. We are working with Zelle® to provide access to members who are currently living abroad if they meet certain criteria. We hope to have an update in early 2022.
Transfers
Q. How do I schedule a one-time or recurring transfer?
A. To schedule a one-time or recurring Transfer, please click Make Transfer. Click on your source account, then click the box(es) next to your desired recipient(s). You can opt to make the transfer recurring when you set it up.
Q. Do I need to add all of my transfer recipients to the new Digital Banking?
A. All of your transfer recipients should have been automatically imported from the old system during the conversion process. If for some reason you are not able to view your previous recipients, please click Manage Recipients under the Transfer section to add them back in.
Q. Where do I view and manage my transfer recipients?
A. Please click Manage Recipients under Transfer to view or add new recipient accounts, including your accounts at outside financial institutions.
Q. How do I view my scheduled transfers?
A. To view your scheduled transfers, first click on Scheduled Transfers, then select the Transfer Type and associated Membership. Once the selection is made, all scheduled transfers associated with that Membership will be listed. To edit or delete scheduled transfers, click on the scheduled transfer you wish to edit/delete and follow the prompts.
Fraud Safety
Q. What will you do to verify my identity in the new Digital Banking experience?
A. We will use passcodes to verify your identity during enrollment in the new Digital Banking and when you initiate potentially high-risk transactions within the new Digital Banking experience. These passcodes will be sent you via email or text (per your selection) and WILL NOT include any links.
Q. What things will you NOT do that I should be aware of?
A. We will not do the following:
- The email or text you receive with the identity verification passcode will NOT provide a link
- We will NOT ask you to click a link in a text message
- We will NOT contact you directly asking you to share a passcode, account number, or Social Security number unless it is in response to a request you made or a potentially high-risk transaction you initiated
Q. What should I do if I get a suspicious communication?
A. If something seems suspicious:
- Don’t share personal information or verification passcodes via the telephone, texts, or in reply to emails if you did not initiate the communication
- Don’t click on links in text messages that claim to be from the Credit Union
- Call us directly at 510-251-6000 or 800-782-8782 if you feel a message may not be legitimate
Q. Where can I find more security tips?
A. You can find more security tips on our Security Center web page.
Quicken/Personal Finance Programs
Q. I am not able to connect my Credit Union accounts to my Personal Finance app or program. How do I fix that?
A. Some outside apps and programs have not yet updated their connection to our new Digital Banking experience. We are working to correct this issue with each vendor as quickly as possible.
Q. How do I reconnect my Credit Union accounts with Quicken?
A. You will need to establish a new connection from within Quicken, either by connecting directly using your Digital Banking credentials or by downloading
a file from Digital Banking and importing it into Quicken.
WINDOWS INSTRUCTIONS
1. Deactivate your existing Credit Union connection:
- Choose Tools > Account List
- Click Edit on the account to deactivate
- In Account Details, click Online Services
- Click Deactivate. Follow prompts to confirm deactivation
- Click the General tab
- Delete Financial Institution and Account Number information. Click OK to close window
- Repeat steps for any additional accounts that apply
2. Re-establish the Digital Banking connection for your accounts
- Option 1: Direct Connect or Express Web Connect
- Choose Tools > Account List
- Click Edit on the account you want to activate
- In Account Details, click Online Services and then choose Set up Now
- Type the Credit Union’s name in the search field and click Next
- Enter your Digital Banking credentials
- Ensure you associate the accounts to the appropriate accounts already listed in Quicken. Select Link to an existing account and select the matching accounts in the drop-down menu.
Important: Do NOT choose “Create a new account” unless you intend to add a new account to Quicken. If you are presented with accounts you do not want to track in this data file, choose Ignore – Don’t Download into Quicken or click Cancel. - After all accounts have been matched, click Next and then Done.
- Option 2: Web Connect
- Download a Quicken Web Connect file from Digital Banking using the Export/Quicken link for each account/share
- In Quicken, choose File > File Import > Web Connect (.QFX) File
- Use the import dialog to select the Web Connect file you downloaded. An “Import Downloaded Transactions” window opens
- Choose Link to an existing account. Select the matching account in the drop-down menu. Associate the imported transactions to the correct account listed in Quicken
- Repeat this step for each account you have connected to the Credit Union
MAC INSTRUCTIONS
- Option 1: Direct Connect and Quicken Connect
- Click your account in the Accounts list on the left side
- Choose Accounts > Settings
- Select Set up transaction download
- Enter the Credit Union’s name in the search field, select the correct option, and click Continue
- Enter your Digital Banking credentials
- In the “Accounts Found” screen, ensure you associate each new account to the appropriate account already listed in Quicken. Under Action, choose Link to pick your existing account
Important: Do NOT select “ADD” in the Action column unless you intend to add a new account to Quicken - Click Finish
- Option 2: Web Connect
- Select your account under the Accounts list on the left side
- Choose Accounts > Settings
- Select Set up transaction download
- Enter the Credit Union’s name in the search field, select the correct option, and click Continue
- Log in to Digital Banking and download your transactions to your computer using the Export/Quicken link for each account/share
Important: Take note of the date you last had a successful connection. If you have overlapping dates in the web-connect process, you may end up with duplicate - Drag and drop the downloaded file into the box titled Drop download file. Choose Web Connect for the “Connection Type” if prompted
- In the “Accounts Found” screen, ensure you associate each new account to the appropriate account already listed in Quicken. Under the Action column, click Link to pick your existing account
Important: Do NOT select “ADD” in the Action column unless you intend to add a new account to Quicken - Click Finish
Q. How do I export my transactions from Digital Banking into Quicken?
A. To download your account transactions, use the Export/Quicken link for each account/share.
Q. Can I access my Digital Banking transactions via QuickBooks?
A. No. Currently the Credit Union does not support this application.
Q. What categories are supported with the current Digital Banking and Quicken integration?
A. Only banking and credit cards statements are currently supported. Investments (includes IRAs and certificates), 401Ks, and Bill Pay are not supported at this time.
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