Online Banking FAQ
To assist you with Online Banking, we have compiled a short list of the most frequently asked questions regarding our Online Banking. We hope that these questions and answers will address many of your concerns.
I am having an issue with my password
If you previously logged into online banking prior to August 17th, 2018, you will use the same username as you used on the prior system and your initial password will be the last 6 digits of the social security number of the primary person on the membership. Upon logging in, you will be required to change the password. Passwords will require a combination of at least 1 upper case letter, 1 lower case letter, 1 number, 1 special character and must be at least 8 characters long. You will also be required to set up new challenge questions. The answers to these questions must be at least 4 characters long and cannot use special characters as well as be required to complete an additional phone-based verification.
If you have not logged into online banking in 6 months prior to August 17th, 2018 or are a new member, you will need to enroll as a new user.
I am not receiving the alerts or account verification text messages
You need to reach out to your mobile service providers and request premium messaging. Premium messages are text messages coming from short codes. The short codes used by our online and mobile banking systems are 39872 and 28369.
I haven’t accessed online banking in a while and it’s not taking my credentials
If you have not logged into online banking in 6 months prior to August 17th, 2018 or are a new member, you will need to enroll as a new user. You'll need your member number, full social security number and date of birth.
I'm always having to answer challenge questions or type in a code from my phone
You may be having your browser delete cookies when you close your browser. Online banking uses session cookies to remember your computer and not show challenge questions each time you log in. To have your browser remember your online banking sessions, you will need to adjust a setting that's typically under a privacy setting in internet options.
To learn how to adjust a specific setting for your browser, type "Always Allow Session Cookies" into the help pages of the browser you are using.
I haven't had to answer my challenge questions, but I now have to enter them again
Something may have happened where your session cookies, cache or temporary internet files were deleted. If this problem continues, refer to the question above for checking to see if your browser is allowing session cookies.
If you are logging into online banking from a different computer for the first time, you will be asked to complete challenge questions or type in a code you will receive through your phone.
I’m having issue with my web browser not being supported
While there are many browsers available to use, only the 4 most popular brands have been tested against our online banking system. We recommend that you use the most recent version of one of these free browsers as they will have the most up-to-date security and usability features. But at minimum, your browser version should be one of the following: Windows 10 Edge – Current Stable Version, Windows 10 Chrome – Current Stable Version, Windows 10 Firefox – Current Stable Version, Windows 8.1 Internet Explorer – Current Stable Version, Windows 8.1 Chrome – Current Stable Version, Windows 8.1 Firefox – Current Stable Version, Windows 7 Internet Explorer – Current Stable Version, Windows 7 Chrome – Current Stable Version, Windows 7 Firefox – Current Stable Version, Mac OS X 10.11 (El Capitan) Safari 9.x– Current Stable Version, Mac OS X 10.11 (El Capitan) Chrome – Current Stable Version, Mac OS 10.10 (Yosemite) Safari 8.x - Current Stable Version, Mac OS 10.10 (Yosemite) Chrome - Current Stable Version, Mac OS 10.9 (Mavericks) Safari 7.x - Current Stable Version, Mac OS 10.9 (Mavericks) Chrome - Current Stable Version.
Let's make sure your browser settings aren't getting in the way
A lot of times, the issue you are having with accessing online banking has to do with how your browser is configured. As developers regularly release updates to browsers, the regularly tweak how to make changes to the browser. To learn how to adjust a specific setting for your browser, type "How do I [setting] in [browser version]?" into the help pages of the browser you are using.
Nothing on This Page Solves my Problem
Don't worry, we're here to help. Give us a call at 786-257-2300 and we'll help you access your account.