As we are updating our online banking security and user-experience, below are a few questions you may have as you first log-in to our system. Please use this FAQ as a resource guide and feel free to contact our Member Service Department at 404-325-3270, option 3, should you have any questions.
- I am having trouble logging into Online Banking in Internet Explorer 11.
If you are experiencing login issues with Internet Explorer 11, try turning on Compatibility View. Follow these instructions:
1) Select Tools > Compatibility View Settings
2) Enter secure-cdcfcu.com. Click "Add"
3) Make sure to have "Display intranet in Compatibility View" selected
- When logging into Bill Pay, I receive a "pop-up" message alert. Should I be concerned? No. All members are currently experiencing this message. This is a bug due to our recent upgrade. It is recommended you add "secure-cdcfcu.com" to your pop-up blocker's list of permitted pop-ups. This will allow Bill Pay to display in a new (pop-up) window. All functionality remains the same.
- When logging off Bill Pay, I receive a "404-file or directory not found" message alert. Should I be concerned? No. All Bill Pay users are currently experiencing this message. This is a bug due to our recent upgrade and can be safely ignored. The upgrade removed a redundant directory which is causing the "404-file or directory not found" message to appear. All functionality remains the same and we are working towards a fix that will remove this message in the future.
- My Mint account is not automatically being updated since the upgrade. When will this be fixed? We now require separate windows for user ID & password for improved security. This added security measure may disrupt your connectivity to any Personal Finance Management system (PFM: Mint, Yodlee, etc.) you subscribe to. Since this is not unique to CDC FCU, we are confident your PFM (Mint.com) will resolve the connectivity issue quickly. It is recommended to contact your PFM directly to ensure they are aware of the issue and are working on a resolution.
- Why are you changing the online banking security standards? In an effort to keep your information safe and secure, we have implemented the new government issued guidelines to enhance security measures for our online banking members. We understand this may seem cumbersome in the beginning, but this new and secure system will safeguard against unauthorized access to your accounts. We feel this will make it easier to manage your money and even safer to monitor.
- What are the security changes?
Security Questions. Upon your first log-in, you may experience that our system will ask you to answer all of your pre-set security questions. These questions have already been set by you and will be authenticated upon logging in to the system.
You may also receive an automated phone call to your selected telephone (cell, home or work). This call will have you enter a simple code, which will verify that you are the correct person logging in to your home banking system. The call will take less than 30 seconds to complete and the code will be located on your computer screen.
Ensure your login information is strong. As we are implementing the government's new requirements for safer and stronger User IDs and Passwords, the system will review the strength of your User ID and Password after your first log-in attempt. If it doesn't meet the criteria set by the FFIEC guidelines, you may be asked to create a new User ID and/or Password.
According to the FFIEC, User IDs must have between 6 to 12 characters and contain at least 1 letter and 1 number. Your Password must have between 8 to 12 characters and contain at least 1 number and 1 uppercase letter without any spaces.
- Is there anything I need to do? Yes, if your current username and password do not meet the security standards, you will be asked to update this information once the upgrade is complete. If you do not need to update your username but do need to update your password, you can do this before the upgrade is complete. Once you log-in, click on "options" in the upper right hand corner of your online banking page. To change your username, make sure you log out of your online banking page and call 404-325-3270, option 3 to have a representative update this information for you.
- What happens if I log-in from another computer to view my online banking page? If you use another computer to log-in to your online banking site, you will enter your username and password as normal. However, you may also receive an automated phone call with an access code to log-in to your account. You can set your computer or mobile device to remember you so you will no longer receive a phone call/access code to log-in to your account.
- What browser do I need to have for online banking? Any of the most recent browser versions will work when accessing your online banking page. For example: Internet Explorer 8, latest versions of Chrome, Firefox and Safari.
- Is there another way to access my account while the system is updating? Yes. The PAL (Personal Access Line) system is available 24/7, so if you are locked out of your online banking page or if it is after hours, you always have access to make transfers and to find out account balances. Call 404-325-3270, option 2, for access. Please note that you will be asked to enter your Member ID and PIN number. If it is your firs time accessing PAL, please use the last four digits of your SSN as your PIN. Forgot your PIN? No problem - contact us at 404-325-3270, option 3, to have it reset.
- Does online banking work with other accounting software like Quicken, Quickbooks and Money? Yes, your online banking is highly compatible to work with all three accounting software products. You can access the export capability from the reports screen.
- How safe is online banking to use? Online banking is very safe to use and we understand this is a common concern for some members. Your financial data on the internet is safeguarded and encrypted as it moves between your account to payees. Your data can only be accessed by using an authorized sign-on ID and password. You can safeguard your information by using a strong sign-on ID and password with special characters in the password field (i.e. ^ ! + & @ - . , : # $ % _ ? ~ ' ( ) [ ]).
- If online banking is currently down for routine maintenance, will my payments and transfers still be made? If online banking is currently down for routine maintenance or if it goes down anytime, your payments and transfers will still be processed as you have pre-scheduled them. If you were in the middle of making a transaction and are unsure if your payment went through before the system went down, contact us to ensure the transaction has been made.
- How long does it take for a payment to reach my payee? Each payment made through online banking will be processed by check or by an electronic funds transfer. If the payment is made through an electronic funds transfer, it will take a matter of hours for the payment to reach the payee. Payments made by check, however, will be delivered via the postal service. The best safety measure is to always schedule your payments at least seven business days ahead of the date they are due. This will ensure that the payment will be made and processed in time.
- What types of accounts can I view through online banking? You can access your savings, checking, loans and certificate accounts.
- Can I have more than one checking account linked to my online banking? Yes, you can have all of your checking accounts linked to one online banking page.
- How current is the information on my online banking page? All transactions post and balances update in real-time. You can also view ATM/Debit card holds on your online banking page.
- Should the payment date I set using bill pay be the date that my payment is actually due? Yes. Depending on how the payment is sent out, the payment will pull from your account on the day you set your payment, or could pull a day or two prior to ensure it's paid on time.
- How soon are funds actually taken out of my account? Bill payments are processed exactly as if you have processed the payment yourself - if you scheduled your payment for the 1st, the funds will be taken from your account on the 1st. If the payment is made by an online check, the funds will be taken from your account when the payee deposits the check and the item clears the credit union.
- What happens if I don't have enough money in my account to cover a bill payment? If your account has sufficient overdraft protection to cover the payment, we'll draw against that account. Otherwise, the payment will be returned for insufficient funds and fees may apply from the credit union and the online bill pay provider.
- What should I do if a payee has not posted my payment? Allow the payee a few days to process your payment. If the payee has not posted the payment to your account after a few days, send an online message to the Bill Payment Desk to inquire about the status of your payment. Be sure to provide the item's reference number, which can be found on the Pay Bills screen under the "Ref#" column.
- Will I be charged a monthly service fee for bill pay even if I don't make any payments? Yes, the monthly service fee will be charged to your account even if you do not make any payments. However, if you are enrolled in e-Statements, the monthly fee to use bill pay is waived. Please be sure to inform us once you have signed up to receive e-Statements.