Frequently Asked Questions
Online Banking FAQ’s
Q: What happens if I have forgotten my Access ID or passcode?
A: For security reasons, we do not have access to your passcode and we cannot send your Access ID through an email. However, we can discuss this with you on the phone, and assist you in resetting your passcode. Please call our Online Banking Department at (812) 253-MYCU (6928) ext. 2262 and we will be glad to help you.
If you know your Access ID, you may also try our on-line passcode reset. Click on “Forgot Your Passcode?” on the Online Banking log in page.
Q: Why does my account say that it has been disabled?
A: For security reasons, if you have typed in your passcode incorrectly too many times, your account will disable itself. If this happens, please call our Online Banking Department at (812) 253-MYCU (6928) ext. 2262 and we will be glad to help you.
Q: How do I change my passcode?
A: To change your passcode, click on ‘User Services’ and then click on ‘Change Passcode’. You will need to enter your current passcode once and your new passcode twice. You will receive an email alerting you that your passcode has been changed.
Q: How do I add a new account or a current account that does not appear on my Online Banking?
A: To add an account, logon to your Online Banking account, click ‘User Services’ then click ‘Add New Online Account’. Enter the account number and account type then click the ‘Add Account(s)’ button. You will have access to the new account within 1 business day.
Q: How do I get an account that I have closed removed from my Online Banking?
A: To remove an account, logon to your Online Banking account, click ‘User Services’ then click ‘Remove Online Account’. Finally, click the ‘Remove Access’ link.
Q: How do I add Bill Pay from my Online Banking account?
A: To add Bill Pay, logon to your Online Banking, click ‘User Services’ then click ‘Add/View Account Services’. Click ‘edit’ for your checking account, choose ‘Basic with Bill Pay’, and click ‘Submit’. You will receive a message stating Bill Pay has been added within 1 business day.
Q: What if a vendor says they have not received a bill payment that has already been sent out from my checking account?
A: You can call our Online Banking Department at (812) 253-MYCU (6928) Ext. 2262 and we will research the payment for you.
Q: Why was one of the vendors on my Bill Payment screen removed?
A: Our Online Banking processor and our Bill Pay processor have worked together to synchronize the payee databases in an effort to decrease the number of bills that reject. As a part of this effort, payees that no longer existed in Bill Pay processor database have been removed from the Online Banking provider database. This will only affect those who had occasional payments that were currently unscheduled, with no dates or amounts entered. Since these payments were occasional and did not have a corresponding date or amount listed, you will simply need to recreate that payee from the most current list of vendors. This database synchronization will allow for faster more efficient bill payment processing. If there is anything else we can help with concerning this issue, please call our Online Banking department.
Q: How do I make a payment on-line to a loan that I have with HFCU?
A: To make a payment online, you will need to schedule a transfer. On the transfer screen, choose the account from the drop-down menu that you would like to transfer from. Choose your loan or credit card from the drop-down menu for account to transfer to. Enter the amount you want to transfer. Choose payment frequency. Verify transfer date. Click 'Transfer'. The next screen will ask if you are sure you want to perform this transfer. After verifying that all of the information is correct, click 'Transfer' again. Your payment will transfer immediately.
Q: When I try to make a mortgage payment on-line, why does it say the receivable is not set?
A: On the 17th of each month HFCU sets mortgage receivables for all mortgage payments due the following month. Therefore, the payment will need to be made after the 17th.
Q: When I try to make a mortgage payment on-line, why does it say the payment amount is too large?
A: When making a mortgage payment on-line the amount cannot exceed the monthly required payment. To make principal-reduction payments to your mortgage, you can contact any of our branch offices.
Q: How can I reorder checks on-line?
A: To reorder checks on-line, click on the ‘Reorder Checks’ box on the Heritage Federal Homepage. If any of the information on your checks is incorrect or you do not know your starting check number, you can reorder your checks through your Online Banking.
Q: How do I reorder checks through my Online Banking?
A: To reorder checks through your Online Banking, logon to your Online Banking and click on ‘User Services’ and then click on ‘Reorder Share Drafts’. You will receive an email confirmation that your checks have been ordered and they should arrive in about two weeks.
Q: How do I change my address on-line?
A: For security reasons, a secure email must be sent to us through your Online Banking. To do this, logon to your Online Banking, click on ‘User Services’, and then click on ‘Change Address Information’.
Q: How do I request a copy of a check on-line?
A: To request a copy of a check on-line, logon to your Online Banking, click on ‘Accounts’, click on ‘History’, enter the check number and check amount, click on ‘View History.’ When the correct check appears, click on the information in the ‘Description’ box.
Q: What are the “Institution Adjustments” that appear on my checking account?
A: Institution adjustments are ‘holds’ placed on your account when you have made a purchase with your Express Check debit card. These funds are not available, but are being held for the authorized purchases to post. The amount you see online is a total of all outstanding holds.
Q: How do I change the text size on my Online Banking?
A: To change the text size on your Online Banking, go to View on your Browser Toolbar, click on Text Size, and then choose a larger size.
Q: How do I link my Online Banking account to my Quicken software?
A: To link your Online Banking account to your Quicken software, you can click on ‘Accounts’, and then click on ‘History’ of the account you want to download. You then choose the ‘Date Range’ and the ‘Download Format’. Finally, you can click ‘Download History’.
Q: How do I link my Online Banking account to my Microsoft Money software?
A: To link your Online Banking account to your Microsoft Money software, you can click on ‘accounts’, and then click on ‘history’ of the account you want to download. You then choose the ‘Date Range’ and the ‘Download Format’. Finally, you can click ‘Download History’.
Q: When are bill payments processed?
A: Payments are processed each business day. Any payments scheduled on a non-business day (Saturday, Sunday and federal holidays) will be processed the following business day.
E-Statement FAQ’s
Q:How do I sign up for e-statements?
A: To sign up for e-statements, click on the ‘e-statements’ box on the left side of our home page then click on ‘Sign-up for New Users’. Fill in the requested information then click ‘Submit’. Finally, choose a UserName and Password then click ‘Submit’.
Q: Is my User ID and Password the same as my Access ID and Passcode for my Online Banking account?
A: Your User ID and Password for your e-statements are not necessarily the same as your Access ID and Passcode for your Online Banking account. Since you choose what you would like your User ID and Password to be, it is your decision if you would like them to be the same.
Q: Do I need to have an Online Banking account to sign up for e-statements?
A: No. You do not need to have an Online Banking account to sign up for e-statements.
Q: What happens if I forget my Password?
A: For security reasons, we do not have access to your passcode. However, we can discuss this with you on the phone, and reset your passcode. Please give our E-Commerce Department a call at (812) 253-MYCU (6928) ext. 2262 and we will be glad to help you.
Q: How do I login to view my e-statement?
A: To view your e-statement, click on the ‘e-statements’ box on the left side of our home page. Then, enter your ‘User ID’ and ‘Password’. Finally, click ‘Login’.
Q: How will I know when my e-statements are ready?
A: An email will be sent to you within the first few business days of the month stating that your statement is ready. This email will contain a link to the login page.
Q: How can I view statements from previous months?
A: After you login, the statements that are available for you to view will be displayed. You can then click on the date of the statement that you would like to view.
Q: How long will my statements be available for me to view?
A: Typically, statements will be available for you to view for 6 months.
Q: Whom do I contact about statement discrepancies?
A: If you think your statement is wrong, or if you need more information about a transaction on your statement, write us (on a separate sheet) at the address shown after the words “SEND INQUIRIES TO” as soon as possible. We must hear from you no later than 60 days after we send you the first statement on which the error or problem appeared. You can telephone us, but doing so will not preserve your rights.
Q: How do I change my email address?
A: After you login, click the edit preferences tab to change your email address.
Q: How can I switch back to having a paper statement mailed to me?
A: To get your statements mailed to you, first login. Then, click on ‘edit preferences’. Finally, click on ‘paper’.
Q: What happens to my e-statement history if I decide to have my statements mailed to me?
A: If you decide to cancel your e-statements, your e-statement history will be deleted. If you wish to print or save your available statements to a file, you must do so before you cancel the service.
Q: Will I still receive the inserts that come with my statements?
A: Yes. You will be able to view these on-line. After you login, there is a link that will take you to the inserts. There are also links in the email you will receive notifying you that your statement is ready.
Q: How do members sign up for e-alerts on “Notify Me?”
A: In order to set up this feature, members must be logged into their online banking account. After logging in, click on the "User Services" tab. Next, click on the link to "Notify Me" under the "User Preferences" section and designate which items you would like to receive a notification on.
Q: What is the charge for Notify Me?
A: Notify Me is a FREE service for online banking users.
Q: Can members sign up for Notify Me if they do not use online banking?
A: No, Notify Me is only offered for our online banking users.
Q: What are the benefits of Notify Me?
A: Notify Me sends information to your external e-mail account and will alert you to transactions that you deem as "out of the ordinary." Studies show that this type of monitoring of your financial accounts can help minimize ID fraud and ID theft.
Q: Can members receive the notifications through text messaging?
A: No, at the present time we are only able to offer Notify Me through e-mail.
Q: Will members receive the notification immediately after the event has occurred?
A: Notify Me will be triggered as part of the overnight processing function and thus the e-alerts will be sent once a day, usually in the early morning hours.
Q: What events can members be notified of?
A: Members can be notified of the following items:
- A message is waiting in the member’s online inbox.
- The member’s account is overdrawn.
- The balance in the member’s account is above and/or below a designated dollar amount that the member pre-determines.
- A certain check number(s) has been paid.
- A deposit has been made.
- A transaction above a designated amount (that the member sets) has occurred.
Q: Will the e-alert provide the details of the transaction?
A: The e-alert will provide summary information. In order to obtain the details of the transaction the user will need to log into their online banking account.
Q: Will members receive an e-alert on every transaction?
A: Each e-alert will be sent based on the preferences the member selects. The transaction notification is sent for an amount over a certain dollar limit. The amount is determined by the member setting the amount limit. Members can receive notifications on as many transactions as they like.
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