CFCU Anywhere Internet Banking

What you need to know about online banking

ACCOUNTS, STATEMENTS, AND TRANSACTIONS

MORE ABOUT ONLINE BANKING

Our conversion to a new core processing system includes the introduction of a new Internet Banking site. CFCU anywhere has replaced CFCU@home and offers many new and exciting features.

You’ll be able to manage your accounts in real time, transfer funds, pay bills and more 24/7 from the comfort and convenience of your personal computer, smart phone or tablet.

New features include member alerts, money-saving promo information and a brand new CheckFree (bill payment) platform. You’ll also be able to check the weather, stock information and news.

ENROLLING AND LOGGING IN

Q. I’m already enrolled in online banking. Do I need to re-enroll?
A. No, simply enter your user ID and password (see questions below for user ID and password information).

Q. What is my user ID?
A. Primary Account Holders – Your user ID is the same as your current user ID. Joint Account Holders who do not have their own primary account – Your user ID is the account number on which you have joint access + the first two letters of your first name in ALL CAPS.

Q. What is my password?
A. Your password is the last four digits of your social security number. You will be asked to change your password the first time you access online banking after conversion.

Q. Can I change my user ID?
A. Yes, you may change your user ID by contacting a CFCU representative. Stop by any of our branches or call us at 607-257-8500.

Q. How can I view other CFCU accounts on which I am a joint signer?
A. Click on the “Your Preferences” tab, then on “Multiple Accounts.” If you are not already set up to access your other accounts, you can set up access to additional accounts as long as you know the user ID and password to access these accounts.

Q. What if I want to sign up for online banking for the first time after the conversion?
A. Click the “Sign up now” link and follow the prompts. If you have any questions on the proper login procedures, please contact our call center at (607) 257-8500.

SECURITY

Q. Will I have to change my password every three months?
A. You will no longer be required to change your password every three months. The new system uses a different multi-factor authentication (MFA) to verify that your account is being accessed legitimately. However, best practice recommends changing it fairly often. You can change your password at any time after logging in by clicking on the “Your Preferences” tab.

Q.Where is my passmark? How do I know the site is secure?
A. The new system does not use passmarks but instead uses a different multi-factor authentication (MFA) to verify that your account is being accessed legitimately. The first time you log in to home banking from a new device, you will be prompted to go through a few steps to enroll your computer and set up the MFA. This enhanced security feature remembers your computer and assigns a unique identifier to each computer you use to access the online banking website using standard secure cookies.

Q. Will I be able to access my account from a public computer?
A. Yes, you can continue to use public computers to access your account, but the first MFA-enrolled computer must be done on a trusted computer and not a public computer. When you log on from a public computer, you will be prompted to have a temporary Access Code sent to you that you will retrieve via email, phone message, or text message. It is okay to do this from a public computer. What you should NOT do is “enroll” the public computer. Once you have entered the Access Code, you will have access to online banking as normal.

ACCOUNTS, STATEMENTS, AND TRANSACTIONS

Q. Where are my transactions from October 28 – October 31? Why don’t these appear in my Account History?
A. Your account history will only contain records of transactions from November 1 forward. To find the record of previous transactions, go to the eDocuments tab and select the October 31 statement. Make sure you have pop-ups enabled to view your statement!

Q. Why haven’t my transactions from October 28 – October 31 debited out of my account?
A. There were almost 100,000 transactions made by members over the weekend while we were in the process of moving to a new system. We have been posting these to accounts as quickly as possible so the amount should debit from your account very soon.

Q. What if I have a question about my transaction history?
A. Please contact us and we will correct it.

Q. Will my monthly statements be affected by the conversion?
A. No, you will continue to receive monthly statements as usual, but they will arrive at month-end instead of mid-month. You will also receive a small statement covering the period of October 16–October 31.

Q. Will I still have access to all my eStatements with the new online banking?
A. Your statements from August, September, and October will be accessible through the eDocs tab on the new online banking page. Future eStatements will be available through this tab as well. Make sure you have pop-ups enabled to view your eStatements.

Q. How do I sign up for eStatements?
A. To sign up for eStatements, click on “Your Preferences” then on “eStatement Selection.” Select “Electronic” if you would like to receive eStatements in lieu of paper statements.

Q. Can I still transfer funds to another CFCU account?
A. Yes, once you are logged in, click on the “Transfer Funds” tab, then select “Make a Transfer.” From there, click on “Another Account.” The following screen will give you the ability to transfer to another CFCU account.

Q. Where can I find the suffix on my account?
A. Members can find the suffix on their accounts by going to the Access Accounts tab and selecting Account Summary. If making a transfer, enter the numbers of the suffix in the appropriate box in the transfer screen.

Q. How can I download my transactions to Quicken?
A. We know many of our members depend on Quicken to manage their finances. We will have connectivity between Quicken and CFCU anywhere available as soon as possible.

BILL PAY

Q. If I am already using Bill Pay, do I need to re-do my scheduled bill payments?
A. No, any payments you have already scheduled will convert to the new system.

Q. How can I pay my bills online?
A. Log in to your account and click on the “Bill Payment” tab, then on “Enrollment Options.” Select the suffix you would like to enroll, click on “Enroll” and acknowledge reading the legal disclosure. Once you have finished that section, you can then click on the “Pay Bills” tab. The new Bill Pay site will pop up in a new window. Please be sure to enable pop ups for this site!

TECHNICAL ASSISTANCE

Q. I am attempting to access online banking using the bookmark created during the setup process, but keep getting an error message.
A. The bookmark should only be used during the registration process. It is only used to verify the virtual token is being used on the device on which it was requested. If you want to access online banking via a bookmark or favorite, please change it to point to www.mycfcu.com after your device has been registered.

Q. I have requested to have a new token sent to register another computer but I never received the token.
A. The new Internet banking and MFA product require a valid member email address. It is very possible that CFCU Community Credit Union either doesn’t have an email address on our system, or the email address we have is invalid. Please contact our member support group if you suspect that we don’t have your email address on file. Sometimes your email system will mistakenly place an email in your junk or spam email folder. Please check these folders to ensure that isn’t happening this time. Lastly, you may also try having the token delivered to a telephone via the conventional method or via texting. Both work fine.

Q. How do I enable pop-ups on my iPad?
A. Open the “Settings” menu on your home screen.

Tap the “Safari” tab on the Settings page. The Safari preferences screen loads.
Scroll down the page to the “Security” section.
Slide the “Block Pop-Ups” switch to the “Off” position.
Press the “Home” button to return to your home screen.

Q. After I logged in for the first time, “Enter Old Password” and “Enter New Password” are grayed out. Only the “Confirm Password” is not grayed out. How can I enter a new password?
A. The ability to gray out an area is generally controlled by scripting. Open your browser, then Internet Tools, then Security, Custom Levels (box ¾ of the way down in the middle), and in the security settings, scroll down quite a bit until you see SCRIPTING and enable Active Scripting. Click okay to save during exit, and this should fix this problem. Sometimes you can hit your tab key and tab over to the password screens even though the screen appears unavailable.

Q. I accessed Internet banking on my iPad, but when I go to Bill Pay, I get a message that it will redirect me to a new site, but the new site never opens.
A. Safari uses a redirection filter to accomplish some of these tasks. The full version of Safari generally does not have any problem, however, some products use a scaled-down version of Safari that may be the cause of the problem. You can also make sure JAVA Scripting is enabled on the iPad by doing the following:

Open Safari.
On the Safari menu, click on “Preferences.”
Click the “Security” icon, then click on “Enable JavaScript” next to the Web Content section if it is not checked.
Close the Preferences window, then close and restart Safari.

Q. I have disabled pop-up blockers in Firefox, but still cannot get in.
A. This could be an issue with parental controls, but try the following:

Open your browser, go to “Tools” at the top, then “Options” (bottom of drop down), and then click on the Privacy Icon.
Under Privacy, use the drop down that says, “Firefox will” and select “use custom settings” for history.
After clicking on “Use custom settings for history,” make sure that the “Accept Cookies from Sites” and “Accept Third-Party Cookies” are clicked.

Q. My browser keeps asking me to save my password. How do I turn off this option so it doesn’t ask me every time?

A. For Firefox:

Click the orange “Firefox” menu button at the top left of the browser. From the menu, click “Options.”
Click the “Security” tab and then uncheck “Remember passwords for sites.”
Click “Ok”

For Internet Explorer:

Open Internet Explorer and select the “Tools” menu
Select “Internet Options.”
Select the “Content” tab and press the “Auto Complete” button.
Uncheck the “User Names and Passwords on Forms” checkbox and press the “Clear Passwords” button.
Press the “Ok” buttons (three times).

Q. How do I access Internet banking using the Safari browser?
A. From the Safari Menu Bar click Safari/Preferences, then select the Security tab.

Where you see "Web content," make sure the top 3 buttons are selected.
Delete the previous bookmark.
Delete all cookies.

Restart your computer then go back to the website and re-enroll the computer.

MORE ABOUT ONLINE BANKING

Q. I tried to call the Phone Access Line (PAL) and got someone named Maxx. Is this a secure line or has PAL been compromised?
A. Maxx has replaced PAL as our phone access assistant. This is a secure connection and it is safe to enter personal information into Maxx.

Q. How do I access home banking using the Safari browser?
A. From the Safari Menu Bar click Safari/Preferences then select the Security tab.

Where you see "Web content," make sure the top 3 buttons are selected.
Delete the previous bookmark.
Delete all cookies.

Restart your computer then go back to the website and re-enroll the computer.

Q. Why am I seeing closed accounts in Internet banking?
A. CFCU made the decision to include closed accounts in Internet banking so members who close an account after November 1 will still have access to their transaction history and tax information (interest). We apologize if this causes any confusion.

Q. Will any of CFCU’s contact information change?
A. All CFCU phone numbers, addresses, and email addresses will remain the same.

Q. How do I update my personal information with CFCU? Can I still do this online?
A. Yes, you can still update your information online. After you log in, click on “Your Preferences” and the contact information page immediately comes up. This same screen will also allow you to change your online password, email address, and your PIN for the Phone Access Line (automated system).

Q. Will my account number(s) change?
A. No, your account number(s) will remain the same.

Q. Will I need new checks and debit card?
A. No, your current checks and debit card(s) will still be good —there will be no need for new ones.

Q. How do I send secure messages?
A. Once you have logged in, click on the Contact (envelope) icon in the upper right-hand corner of the screen.

Q. What are some of the ‘new features’ I keep hearing about?
A. CFCU is pleased to let our members know that there are several new features on CFCUanywhere that make banking with us even more convenient. Some of these include the ability to open saving sub accounts and certificates of deposit, apply for loans, set up automatic transfers, and sign up for email notifications. We hope to have more new features available for you soon!

Q. What if I have problems logging in or accessing my account after conversion?
A. Our Call Center will have extended hours from Monday, October 31 through Saturday, November 12 to assist you. The Call Center will be available Monday–Friday from 7am–8pm and Saturday from 9am–2pm. We will be closed Friday, November 11 for Veterans’ Day.

Q. I have left repeated messages and emails and no one is calling me back.
A. We understand it is frustrating to feel like your concerns are not being heard. Our employees have been working almost around-the-clock to address member questions and concerns and are responding to calls and emails as quickly as possible. If we have not returned your call or email yet, please know we will get to you. Thank you for your patience and understanding.