| Q:Why did Online Banking change? |
| A:Our previous online banking product launched in 1998. Technology advanced at escalating speeds, yet that product remained essentially unchanged. With the implementation of the regulatory required Multi-Factor Authentication (MFA) features, we heard from a large number of our members. The overwhelming request was to change our Online Banking system to add more flexible, functionality, stability, easier security and to make it more user-friendly. Online Banking was upgraded in order to offer our members new features and functionality and to position the Credit Union to be able to accommodate the account security compliance requirements we are mandated to adhere to. |
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| Q:
Why do I have to enter a Secure Access Code each time? |
A: Remember secret questions and digital certificates? They're gone. Instead, starting in January, members will use a process very similar to the "Forgot Password" process to get a Secure Access Code and use it to "register" the private computers they log on with. This is required Multi-Factor Authentication functionality SIUCU is regulated to provide.
Do you log on from public computers? You'll want to have a mobile phone number or webmail address on file, since you'll have to use the six-digit Secure Access Code to log on every time from those machines. |
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| Q: My secure access code isn't working. |
| A: This feature was not activated fully on day one in order to ease the migration authentication process for our members. Implementation for all users is currently scheduled for January. You will be required to authenticate your Login ID and password by having a secure access code delivered to you by 1) a phone call to a registered phone number, 2) a text message to a registered phone number, or 3) an e-mail to a registered e-mail address. |
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| Q: Why or when would I register my computer? |
| A:
Browser / computer registration is one of our new online banking security features. You will be asked to register your browser the first time you log into our new online banking system from any browser not previously registered. You may register as many computers / browsers as needed.
We give you the option to register your computer so you will not have to enter a secure access code every time you log in. If you are at a public computer, such as a computer provided by a library for public use, you should not register your computer but instead use the option for a ‘one time only’ registration. |
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| Q: How do I correct my phone or email information? |
A:
- Login to Online Banking using your current Login ID (member number or custom ID).
- Under the Preferences section on the left-hand side of the screen, click on Update Contact Info. Make the necessary modifications and click Continue to submit the changes
- Under the Preferences section on the left-hand side of the screen, click on Security.
- Click on the Secure Delivery tab. Add your Secure Access Code Delivery contact details.
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| Q: Why isn’t your "Forgot Password" system working? |
| A: “Forgot Password” can only be used if you have not yet locked out your account. If you enter an incorrect password 3 times in a row, you are locked out of the system. This is done to prevent unauthorized access to your account. If you have forgotten your password, do not continue trying to log on. Should you get locked out of the system, call us at 618-457-3595 or 800-449-7301 for assistance with unlocking your account. |
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| Q:Why do I have to approve a transfer? |
A: Transfer transactions in the new online banking system may require you to 'approve' them in order to send them through for processing. This is done by clicking on the approve button. This functionality allows for future levels of transfer security and authority that can be defined by member account.
If you perform the transfer from the Quick Action menu, you are not required to approve the transaction for processing.
Transfers from the pyramid, Quick Action icon are perfect for one-time movements of money, and spare you the extra step of approving the transaction. But be careful to use the options correctly, so that funds move the direction you intend!
When you hover over the Quick Action icon for a particular account, develop a habit of asking yourself this question: "What do I want to do with the account I'm pointing at?"
- Choose "Transfer from" if you want to transfer funds FROM the account you're pointing at. The row will expand, giving you an opportunity to pick a destination ("To") account and an amount.
- Choose "Transfer to" though, if you want to transfer funds TO the account you're pointing at. The row will expand to let you select a source ("From") account and an amount.
"What do I want to do with the account I'm pointing at?" — it's the key to your successful use of this very convenient online banking feature. |
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| Q: Why can’t I access check reorders, power points, or statements? |
| A: When you attempt to order checks online, access the Power Points system, or view your statements in online banking, you may be redirected back to the Account Overview page. This behavior happens when you have a pop-up blocker enabled in your browser. You will need to add an exception to your pop-up blocker settings. To do this, follow the steps below.
Internet Explorer:
- Go to Tools, Internet Options and click on the Privacy tab
- Click the Settings button in the Pop-up Blocker section
- In the Address of website to allow field, type https://secure5.onlineaccess1.com/SIUCU_Online/Accounts/AccountOverview.aspx, and then click Add
- Click Close, then OK to save and close Internet Options
Firefox:
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| Q:What is the login ID? |
| A: Your Login ID is your member number in the new online banking system… but, you can choose to change your Login ID to whatever you would like. You don't have to keep your member number as the Login.
Note: You will not be able to change your Login ID back to your member number if you change it.
To change your Login ID in online banking:
- Login to Online Banking using your current Login ID (member number).
- Under the Preferences section on the left-hand side of the screen, click on Security.
- Click on the Login ID tab, and enter your desired New Login ID.
- Click on the Submit Login ID Change button.
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| Q:Where are my old recurring transfers? |
A: Only those recurring transfers that you've set up in this version of online banking appear on the "Manage Recurring Transactions" screen (click "Recurring" within the "Transactions" category) — but that does NOT mean that other recurring transfers you've set up in the past have gone away — whether SIUCU set them up for you, or whether you set them up in the old online banking system. They're still working in the background. To view recurring transfers — and cancel them if you want — go to the Manage Recurring Transactions screen in Online Banking.
If you do not see your recurring transfers, Do NOT assume they've gone away and make the mistake of loading new recurring transfers! You risk having TWO identical recurring transfers performed — the old one and the new one. SIUCU had migrated the majority of the existing recurring transfers to the new online banking system to manage any duplications. If you do not see a transfer that you had previously loaded, please contact us. |
| Q:I don’t see a transaction I just processed in my account history. What happened? |
A: Chances are that you made the transaction outside of SIUCU normal business hours, which means that your transaction will be posted to your account record the morning of the next business day. However, the transaction would be immediately reflected in your account's "Available Balance." The details of that transaction would be viewable under Online Activity until it posts to your account, and then it would be viewable in the Account History.
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| Q:Is there a difference between current and available balance in online banking? |
A: Current balance: The actual balance in your account. Current balance does not include any holds or pending authorizations (i.e., transactions that have not posted to the account.)
Available balance: The account balance that you actually have use of (the current balance, less deposits not yet posted to the account.) |
Q: What is the difference between Online Activity and Account History? |
| A: The Online Activity page only contains transactions initiated via online banking. The Account History page is a record of all processed and cleared transactions from all sources (including ATM, debit/credit card, transactions, checks, etc.) |
Q: Why am I limited in the number of transactions I can perform with my SIUCU savings and Money Market accounts? |
| A: All financial institutions, including SIUCU, must comply with the federal regulation known as Regulation D. This regulation requires us to limit the number of "remote" transactions that you can make online, by telephone, or by check. However, there is no limit to the number of transactions you may make in person at the branches, or by using one of the other methods described below.
These rules apply on the federal limitation of "remote" transactions:
- You can make no more than six "remote" transactions per month.
- Transfers or payments performed by any of the following methods are considered "remote":
- SIUCU's online banking
- Q-Phone (SIUCU's bank by phone system)
- ACH transfer
- request by telephone
- request by fax
- overdraft transfer to checking
- wire transfer
Attempts to exceed these limitations with electronic systems like SIUCU's online banking or Q-Phone may produce error messages, and those transactions will not be processed. In other instances where we do perform transactions through other channels that cause you to exceed these limits, you may even be assessed a fee, so use caution.
What transactions don’t count as "remote"? You can perform as many of the following transactions as you like from your savings or money market account, without facing the limitations described above:
- Transfers and withdrawals made at ATMs (where available)
- Transfers and withdrawals made in person at branches
- Transfers and withdrawals made in writing through the mail
- Transfers to SIUCU to make your loan or Visa payments
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