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Frequently Asked Questions Online Banking FAQ’sQ: 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. 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. 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. 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. 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. 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. A: You can call our Online Banking Department at (812) 253-MYCU (6928) Ext. 2262 and we will research the payment for you. 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. 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. 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. 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. 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. 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. 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’. 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. 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. 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. 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’. 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? E-Statement FAQ’sQ: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’. 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. A: No. You do not need to have an Online Banking account to sign up for e-statements. 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. 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’. 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. 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. A: Typically, statements will be available for you to view for 6 months. 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. A: After you login, click the edit preferences tab to change your email address. A: To get your statements mailed to you, first login. Then, click on ‘edit preferences’. Finally, click on ‘paper’. 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. 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?” Q: What is the charge for Notify Me? Q: Can members sign up for Notify Me if they do not use online banking? Q: What are the benefits of Notify Me? Q: Can members receive the notifications through text messaging? Q: Will members receive the notification immediately after the event has occurred? Q: What events can members be notified of?
Q: Will the e-alert provide the details of the transaction? 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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812-253-MYCU 1-800-858-1693 | hfcu@hfcu.info |
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