| Frequently Asked
Questions About Online Banking
For more information about the following topics,
simply click on the links below:
Getting Started
Account History
Browsers
Equipment
Fees
Funds Transfer
Joint Accounts
Logging On
Miscellaneous
Password
Error Messages
Security
Getting Assistance
Getting Started
Q. What
kind of Internet browser do I need?
A. Any browser that supports the SSL (Secure Sockets
Layer) protocol, HTML 3.0, Java Script, and tables will work.
The site is most secure when using either Netscape Navigator or
Microsoft Internet Explorer, both of which have been certified
for use at our site. The two most current releases of each of
these browsers are compatible with our system. AOL users may experience
some minor distortions in the appearance of fonts, table alignment,
etc., but this does not affect system functionality.
Q. Why
didn't my password change when I tried to change it?
A. Your password is case sensitive and must contain
from 8-16 characters. It must contain a combination of upper and
lower case letters plus at least 1 special character or number.
Q. Once
I sign up, when can I start using Online Banking?
A. As soon as you receive confirmation that you
are enrolled, you can use Online Banking. To log on to the system
you will always need to provide a User ID and a password. The
first time you enter the system, you will need your Call 24 PIN
to register. If you do not have a Call 24 PIN you must contact
the Credit Union at (609)631-4300 or toll free at (800)449-3221.
Account History
Q. How
can I see if a check has cleared?
A. By using the Account History function, you can
view all share drafts that have cleared your account. For example,
to find out if a /check you wrote last week has cleared, click
on Account History and select the checking account suffix from
which you wrote the check. Enter the period you want to view and
press the Submit button. All the transactions that have cleared
your account for the period requested will display. Look to see
if the check is there.
Q. How
many months of Account History does Online Banking have available?
A. History is available for the last 3 months. Account
History will allow you to view all transactions on a particular
account.
Q. How
do I download account information to import to Excel, Quicken
or MS Money?
A. If you wish to download your account history
into your personal financial management software, you may do so
by scrolling to the bottom ot the Account History screen. Simply
select the appropriate format for your software. You may save
this file or open your software immediately. To enter the downloaded
information into your personal records, follow your software's
directions.
Q. What
kinds of accounts allow transfer activity?
A. Allowed transfers may vary based on the rules
for your account types. Some transfers are not allowed, such as
a transfer to or from a CD.
Q. Why
do I get a confirmation number when I make a transfer?
A. Confirmation numbers are provided for all confirmed
transfers. It is also a reference number that can be used for
requested research.
Browsers
Q. What
browsers will I need to use with Online Banking?
A. Either Netscape Navigator 6.0 (or higher) or
Microsoft Internet Explorer 5.5 (or higher). Unix and MacIntosh
versions of these browsers will also work with Online Banking.
Q. Does it matter
who my Internet Service Provider is?
A. Having Internet access is the key. It is important
that you use a browser that supports Online Banking. If you subscribe
to AOL, you must be using version 6.0 (or higher) of AOL.
Q.
What should I do if Online Banking does not support my browser
level?
A. Online Banking will not allow connections from
browsers that do not support high-level security encryption. If
your browser level is not acceptable, you can go to Netscape or
Microsoft's home page to download an acceptable version.
Equipment
Q. What
computer equipment is needed to access Online Banking?
A. There is no special computer equipment needed
to use Online Banking. You must have a modem, Internet access,
and one of our supported browsers. We recommend a Pentium processor.
Macintosh computers will also be able to access Online Banking.
Q. Are there
any requirements for my modem?
A. For optimum use, you should use the fastest modem
your connection will support. Online Banking will transmit information
and graphics using a 56K modem.
Fees
Q. Is there
a charge to use Online Banking?
A. No. There is no cost to the member to use this
service at this time.
Funds Transfer
Q. How
can I transfer funds between my accounts with Online Banking?
A. Transferring funds between your Credit Union
accounts is easy with Online Banking. After selecting the Account
Summary function from the left vertical tool bar, a list of your
accounts from which you may transfer FROM and TO will be displayed.
Simply select the appropriate accounts, enter the amount you would
like to transfer, and press the Submit button.
Q.
How much can I transfer at one time?
A. The largest amount that you can transfer is the
available balance.
Q. What
kinds of accounts allow transfer activity?
A. Allowed transfers may vary based on the rules
for your account types. Some transfers are not allowed, such as
a transfer to or from a CD.
Q.
Why do I get a confirmation number when I make a transfer?
A. Confirmation numbers are provided for all confirmed
transfers. It is also a reference number that can be used for
requested research.
Joint Accounts
Q.
Can I access and view other family accounts?
A. You can view any family accounts on which you are a
joint owner. If you are already a joint owner on another account,
check on Update Accounts to add or remove accounts. Currently,
as long as both parties sign cross account authorization forms,
both parties can have access to each other's accounts. Cross account
authorization forms must be requested from the Credit Union.
Q. Do all joint
owners need a separate ID and password?
A. Only one user ID and password is required for all. Please
safeguard this information.
Logging On
Q. How do
I access the Online Banking system?
A. If you have not previously registered on the Online
Banking system then you will need to click on "Register Now" and
fill in the Self-Registration information. You must have a Call
24 PIN and an active checking account to sign on.
Q. Why did
the system prompt me to log on again when I had already provided
my User ID and password once before?
A. This is a security feature designed for your protection.
If several minutes elapse without a request from you for anything
from the Online Banking system (other than this FAQ or HELP),
then the system ends your session and does not allow further transactions
until you login again. This can prevent others from performing
transactions on your computer in the event that you forget to
exit the system properly.
Q. Do I need
to complete a form prior to logging on to Online Banking?
A. There are no forms at the Credit Union that must be
filled out prior to using the system. However, you must fill in
the Self-Registration information in order to activate your account
for use with Online Banking. (See How do I access the Online Banking
system)
Miscellaneous
Q. What is a
cookie and how do I disable the warning message when I keep getting
messages about receiving a cookie?
A. Cookies are small pieces of information, sent from the
server, to be stored in a file on your computer. Cookies can be
used for many purposes, but at our site, a cookie is used to store
security information needed to maintain a secure, confidential
connection to our Internet server. You can disable the cookie-warning
message, but you must accept the cookies. Please refer to your
browser's HELP function for instructions on changing your options
for cookies.
Q. Can I use
the Back feature of the browser to go to a page that I have already
been on, or do I need to use the menus to get there? Will it work
the same or cause a problem?
A. Yes. You can use the Back button to return to prior
pages, but it is recommended that you use the menus and selection
procedures on the pages. For security reasons, some pages automatically
expire so that you cannot return to them. If you encounter this,
simply use the menus to go to the desired location.
Password
Q. Is my password
case-sensitive?
A. Yes. The system recognizes upper and lower case, special
characters and numbers. It is suggested your password be a combination
of these, with a minimum of eight (8) characters. We also suggest
you change your password every 90 days.
Q. What
if I forget my password?
A. If you forget your password follow the link on the Online
Banking Home Page called "Forgot My Password". This will bring
up a form that will ask you for your Account Number, Call 24 PIN
and the UserID you setup when you registered for Online Banking.
Then you can enter a new password and confirm it. If you don't
remember the UserID you setup, then you will need to contact the
Credit Union at (609)631-4300 or toll free at (800)449-3221. This
is a security precaution to protect your account.
Q. What if
I enter the wrong password?
A. After three wrong attempts to enter your password the
system will temporarily lock your account to prevent anyone from
trying to guess your password through multiple attempts. You may
try again after fifteen minutes, or contact the Credit Union at
(609)631-4300 or toll free at (800)449-3221 if you are still experiencing
problems.
Q. How do
I change my password?
A. In order to change your password you must first be logged
in to the Online Banking system. Then you will see a menu option
of "Change Password" on the left side that will bring up a form
for doing this. You will be asked to enter your existing password
and then a new password and confirm the new password. If you have
forgotten your existing password you must follow the steps outlined
in What if I forget my password?.
Error Messages
Q. The page
cannot be displayed"
A. If you can view the other areas of our Website, but
are unable to access Online Banking, it may indicate a problem
accessing all secured Websites. Both your browser and Internet
service provider must support secured sites.
Q. "Please verify
and re-enter User ID and password."
A. If you see this message when trying to login to Online
Banking, then you either entered an invalid User ID or your password
was entered incorrectly. Since passwords are case sensitive, check
to make sure the Caps Lock key is not on as it may alter the way
your password is being entered.
Q. Other Error
messages
A. If you get another error message that is not listed
here or answered in this FAQ or in the online HELP then please
contact the Credit Union at (609)631-4300 or toll free at (800)449-3221.
Security
Q. What type of
security is used by Online Banking?
A. 128-bit encryption.
Q. Can anyone from
the "outside" access the Online Banking site?
A. No. Only members with the correct password and log on
can access Online Banking.
Q. What is encryption?
A. Turning meaningful words and numbers into coded language
- that is, encryption. Your password as well as all information
relating to your accounts and your enrollment are scrambled using
some of the strongest forms of encryption commercially available
for use over the World Wide Web. We encrypt your Online Banking
sessions within our servers, providing you with stronger, 128-bit
encryption without requiring you to upgrade your standard 40-
or 56-bit browser version.
Getting Assistance
Q. Who
will answer my questions about Online Banking?
A. A Member Service Representative can help you with most
questions. Please call (609)631-4300 or toll free (800)449-3221.
There are also extensive HELP screens as well as this FAQ in Online
Banking that should answer most of your questions.
Q. Can
I e-mail the Credit Union?
A. Yes. However, the e-mail through Online Banking is NOT
secure. Please do not provide any confidential information.
For more information about Online Banking, call
us at (609) 631-4300 or toll-free at (800) 449-3221.
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