Frequently Asked Questions

Home Banking

Online Services

I have an account with the Credit Union and I would like to know how I can get a password?
If you are signed up for ARS (Audio Response System) our 24 Hour touch-tone telephone service, the password to initially access Home Banking is your PIN (Personal Identification Number). If you are not signed up for ARS you must come into the credit union to register for that service and select your own custom personal identification number (PIN). Out of state members can have an audio response membership application mailed to them. Please call our office during business hours and ask any service representative to have the application mailed to your home

I entered my password incorrectly and I am now locked out of Home Banking?
After five incorrect attempts to access your account our security system locks your member number from Internet access. Contact the credit union and a Web Site Service Representative will help you. Just ask to have your password reset. Call 1-562-595-4725 and choose the option for website help. Your password will be reset to your ARS (Audio Response System) PIN by a credt union representative.

What if I've forgotten my password, Can you tell me what it is?
No, due to the security features of our system we have no way of seeing your password, but we can reset your password back to your ARS (Audio Response System) PIN (Personal Identification Number) that you used to register for Home Banking. Contact the credit union and a Web Site Service Representative will help you. Call 1-562-595-4725 and choose the option for website help. Just ask to have your online password reset. If you have forgotten your ARS PIN you must come into the credit union to choose a new one.

How do I change my Password?
For security purposes we recommend that you change your password on a regular basis. Sign in to Home Banking and click on "Change Password" under the "User Options " button on our secure web site.

How do I view my Account Transaction History?
Sign in to Home Banking and click on "Account Access" then click the title of the account to view the history of transactions for that individual account.

How much does Home Banking cost?
Nothing. Managing your account in Home Banking is a free service to our members. Take advantage of it!

Can my account information be viewed by other people?
Absolutely not. We keep all your personal information secure. When you register for Home Banking, you will use your own member number and ARS PIN then you'll create your own password. This information will be used to identify you as the legal account member when you sign in to the credit unions' secure server. And if you forget to sign out after your session, your session will automatically expire after 5 inactive minutes.

How secure is Home Banking?
Very. We use "secure session" technology established with a Secure Socket Layer (SSL). This technology protects your personal information while it is transferred over the Internet. Our servers further protect your information from others by using a firewall and industry standard encryption technologies. In addition, you have an individual member number with a secure password that only you know.

How do I download my transactions into Quicken or Money?
Sign in to Home Banking and click on "Account Access" then click the title of the account to view the history of transactions for that individual account.
To download transactions to your computer, scroll down and select a file format from the "choose an export format" drop down menu and then click on the Download Data button.

Q: What format should I use?
A: Select a (QIF) format for Quicken 98 or earlier or the Quicken 99 or later, depending on which software application you wish to use. QIF is a flexible format for exchanging transaction information, complete with merchant addresses, memos, and category information.

Downloading (QIF) files will not launch your Quicken application. Save the file (using the .QIF extension), and then open it later using your application.

Select (OFC) for Microsoft Money.

Use the (CSV) (comma-separated values) or the (OFX) (Open Financial Exchange) to download your transactions for use with Excel or other spreadsheet and database programs.

Can I re-order checks online?
Yes, click on the "Reorder Checks" link on the Home Page. When you reorder checks through our online reordering program, you use a unique reorder identification number. This number is located on your reorder form inside the check box. There's another safeguard that must be used in combination with your unique reorder ID for added security. What's more, once you've placed an order, the number becomes invalid, preventing any possible mischief.

Can I fill out a Standard loan application on your web site?
Yes, sign in to Home Banking and click on "Online Forms" then click Loan Application for a Standard loan application. Your information will be encrypted with the latest technology for security purposes before being transmitted over the Internet.

Can I make a Stop Payment on your web site?
Yes, sign in to Home Banking and click on "Online Forms" then click Stop Payment Request - Stop payment on non-cashed checks. Your information will be encrypted with the latest technology for security purposes before being transmitted over the Internet.

I recently moved, can I request a Change of Address from your web site?
Yes, sign in to Home Banking and click on "Online Forms" then click Address Change - Change the address you have registered with us. Your information will be encrypted with the latest technology for security purposes before being transmitted over the Internet.

UNABLE TO LOG-ON TO INTERNET BANKING

If you can view the other areas of our Web site, but are unable to access Internet Banking, it may indicate a problem accessing all secured Web sites. Both your browser and Internet service provider must support secured sites.

This Web site is designed for Netscape® 4.51 or greater or Microsoft ® Internet Explorer 4.0 or greater or Macintosh. Using other browsers may cause the Web pages to appear misaligned and prevent access to Internet Banking.

IMPORTANT: It is highly recommended that the newer browsers be used to access Internet Banking.

If you are using one of the browsers mentioned above and are still experiencing a problem, , the problem may lie with the Internet service provider. This is particularly common with employer-based access to the Internet. Your employer may have firewalls, proxy servers, or other equipment that may prevent access to secured sites.

Contact your company's Data Processing Department regarding the problem or try to access Internet Banking from another location.
IMPORTANT: When reporting problems to your financial institution, have as much information ready as possible (e.g., browser version, etc.).

Receiving the following message after logging in successfully will stop all further processing and/or access to any portion of Internet Banking during this session: "Internet Account Access Session Error."

Return to the log-in screen to start a new session. This error indicates that you did not accept one or more cookies. In order to enter the secured encrypted site you must accept the cookies. Since there are several within Internet Account Access, it is suggested that you disable the cookie alert within your browser while viewing account information.

IMPORTANT: If you are prompted with a dialog box that asks you to re-enter your password, (after initially entering your member number and Internet Banking password0, your browser may not support JavaScriptTM, or JavaScriptTM may not be enabled. An upgrade to Netscape® 4.51 or greater or Microsoft® Internet Explorer 4.0 or greater may be necessary.

Go to Microsoft's Web site to download Internet Explorer or to Netscape's Web site to download Communicator. If you already have one of these browsers, the "Enable JavaScript" function may be disabled.

To enable JavaScriptTM in Netscape ® Communicator 4.51 & up:
1. From the Edit menu, select Preferences.
2. Click on Advanced
3. Verify that the "Enable JavaScript" checkbox is selected.

To enable JavaScriptTM in Microsoft ® Internet Explorer 4.0:
1. Click on View.
2. Click on Internet Options.
3. Click on Security.
4. Click on the Enable Java programs checkbox.
5. Click on the Advanced tab.
6. Click on the Enable Java JIT Compiler.

To enable JavaScriptTM in Microsoft ® Internet Explorer 5.0:
1. From the Tools menu, click on Internet Options.
2. Click on the "ADVANCED" tab.
3. To enable Java, verify that the Enable Java and Enable JavaScript boxes are selected.
4. Click on the tab marked "SECURITY".
5. Click on the button marked "CUSTOM LEVEL".
6. Under Java make sure the radio button is set to Medium Safety.
7. Under Scripting of Java applets make sure the radio button is set to Enable.
8. Under Cookies: Allow per-session cookies (not stored) make sure the radio button is set to Enable.
9. Under Cookies: Allow cookies that are stored on your computer make sure the radio button is set to Enable.
10. Click on OK until exited completely from options.

COMMON ERROR MESSAGES

The following errors may occur when accessing Internet Banking:

Membership cannot be verified as entered. Check your user number and try again, or contact your financial institution for further assistance. This indicates that your user number is incorrect. Try entering your account number without using leading 0's (zeros).
Example: Try entering 0006789 as 6789.

IMPORTANT: When reporting problems to your financial institution, have as much information ready as possible (e.g., browser version, etc.).

Password cannot be verified as entered. Possible causes include the following:
1. Your password is incorrect. Verify the password and then re-enter it.
2. The Caps Lock key is on.

Since passwords are case sensitive, the Caps Lock key may alter the way your password is being entered. If you are accessing Internet Banking for the first time, convert any alpha characters in your password to numbers based on the layout of your telephone keypad.

Example: B4TIME must be entered as 248463.

3. If you have not logged into Internet Banking in three months or more, your account may now be inactive and your password reset. Try entering your current telephone access password (audio response system, not Bill Payment).
4. Too many invalid log-in attempts. As a security measure, the Internet Banking system will allow five invalid password attempts and will lock out the account on the sixth try. Contact your financial institution for assistance to reset your password.

The Service Temporarily Unavailable message is displayed when Internet Banking is temporarily down for system maintenance or is experiencing telephone circuit problems. Try again periodically. If the message is displayed repeatedly, please contact Web Site Customer Service at 1-562-595-4725 and select the option for website help.

Other error messages:

Q: When I try to get into home banking I get an error message - Member Verification Error #1008?
A: For your protection and security, this account has been locked out. Please contact the credit union to have the lock removed. For Web Site Customer Service call: 1-562-595-4725, and select the option for website help.

Q: When I try to get into home banking I get an error message - Member Verification Error #1040?
A: The password or member number was entered incorrectly. You must also be enrolled in ARS in order to register for Home Banking or will also get this error.

Q: When I try to get into home banking I get an error message - FI Connection Error 1217-5639?
A: When the credit union takes one of our associated computer systems down for month-end maintenance or upgrades you may occasionally see some sort of error message. We will try our best to post a message in advance letting you know when we are in the process of performing such a installation. Check the Home Banking sign in screen (under our logo) for messages regarding the current system status.