online banking user guide - empower fcu · pdf fileonline banking user guide | 315.477.2200 |...

Online Banking User Guide

empowerfcu.com | 315.477.2200 | 800.462.5000

If you need assistance, please call 315.477.2200 or 800.462.5000 M-F 7:30am - 6:00pm Sat 9:00am - 1:00pm

Table of ContentsOnline Banking Registration Guide ................................................................................. 3

Mobile App / Registration Via Mobile ..............................................................................8

Enable Touch ID ...........................................................................................................15

Resetting Your Password .............................................................................................. 16

Bill Pay ...........................................................................................................................18

Add Payee ....................................................................................................................18

Quick Pay .....................................................................................................................20

Multi Pay .......................................................................................................................22

Classic Pay ...................................................................................................................23

Payees ..........................................................................................................................25

eBills .............................................................................................................................27

Settings ......................................................................................................................... 29

Accounts (Customize Your Experience) ........................................................................29

Multi Factor Authentication (MFA) .................................................................................31

Widgets ........................................................................................................................32

Investment Widget ........................................................................................................ 34

External Transfers ......................................................................................................... 35

Mobile Check Deposit ................................................................................................... 38

Mobile - Forgot Password ............................................................................................. 43

Mobile - Forgot Username ............................................................................................ 45

3 Back to Table of Contents

Step 3: Verify Your Identity

1. Enter your member number.

2. Enter your social security number (with no dashes).

3. Select your date of birth.

4. Click “Continue”.

If our records are incorrect or differ from the information you provide, or you do not have a SSN/TIN, you will not be able to complete the registration process. In addition, if we do not have your current home phone number, cell phone number and/or email address on file, you will not be able to register.

If you need to have any of the above contact information added or updated, please call us at 800-462-5000 or stop in to see us at your local branch.

Step 2: Accept the Mobile and Online Banking Agreement

1. Review the disclosure.

2. Check the box next to “I Agree”.


Step 1: Sign Up for Online Banking

1. Go to empowerfcu.com

2. Click on “New User Registration” next to the “Login” button.

The answers you provide are verified against the information we have on file.

Online Banking Registration Guide


Step 4: Choose a Username and Request a Temporary Password

1. Choose a username.

2. Choose where you’d like us to send a temporary password.


Step 5: Enter Your Temporary Password

1. Enter your temporary password sent to you (Step 4) exactly as it appears.

2. Click “Log In”.

*You may request to have your temporary password resent to you on this screen.

Passwords are typically delivered within 5 minutes and expire in 24 hours.

If you do not complete this session before it times out, you will be taken back to the login screen. To continue the registration process, enter the Username you selected in Step 4 and click “Log In”. Do not click register.

*



Step 7: Choose Your Security Questions & AnswersSecurity questions add an extra layer of protection against fraudulent access to your account online.

1. Select a question from each of the drop downs - you must fill out all 5.

2. Enter an answer for each question.


Step 6: Choose Your Password

1. Choose a password that meets the listed requirements.

2. Enter your new password in both boxes.


You will be asked to provide answers to your security questions the next time you log in, as well as any time you log in on an unsaved device.

The answers you provide are NOT case sensitive.

You cannot use the same answer for multiple questions.

You will use this password for all future logins.

If you get unfamiliar security questions on future logins, please verify that you are entering the correct username.



Step 8: Choose Your Confidence Image & Your Image Secret TextThe image and image secret you select will always be displayed before you enter your password during login.

1. Click on an image to select it.

2. Enter your image secret text in the box provided.


*You can scroll through the available images by clicking “View More”.

You will see your Image Secret text with your Confidence Image when logging in. You will not need to enter the text as a part of the login process.

If you spend too long on the image screen, the site will time out and you will get an error.

*

Step 9: Confirm Contact Information

1. Review the email address & phone number we have on file for you.

2. If contact information is missing or needs to be corrected, update the information in the field before you continue.

3. Select your time zone.


Changes you make to your contact information will update the information we have on file for you.

The time zone you select will affect how times are displayed within online banking/mobile banking, as well as for alerts & recent login activity.



Step 10: Registration Complete

Customize Settings: Go to settings to customize your menu options, update your contact info, add alerts, or customize your accounts with a color scheme & nicknames, and sign up for eStatements.

View Accounts: Go to your dashboard to view your accounts, balances, recent activity, upcoming activity, and more.

Complete Profile: Edit your username, password, security questions, confidence image and time zone.

If you have multiple accounts, we recommend visiting the “Customize Settings” option after completion of online registration. You can also update settings by going to the accounts tab under settings to customize your experience.

If you need assistance, please call 315.477.2200 or 800.462.5000 M-F 7:30am - 6:00pm Sat 9:00am - 1:00pm



Step 2: Accept the Mobile and Online Banking Agreement

1. Review the disclosure.

2. Tap “Agree” in the top left-hand corner.

Step 1: Access Mobile App

1. Download the Empower FCU app (see above).

2. Tap on “Sign up now” above the username box.

Online Banking Registration - Steps for Mobile RegistrationIf you don’t have access to a computer, or just prefer to register for online banking through your phone, follow the steps below to register for online banking through our mobile app.

Download the App: Download our app, available for android & iOS.

Tip For Android: Search “Empower FCU”Tip For Apple: Search for “Empower Federal Credit Union”

Mobile App / Registration Via Mobile


Mobile App - Online Registration

Step 3: Confirm Your Identity

1. Tap “Member Number” to enter your member number. Tap “Done” to continue.

2. Tap “Social Security Number (SSN/TIN)” to enter your SSN/TIN. Tap “Done” to continue.

3. Tap “Date of Birth” to enter your date of birth. Tap “Done” to continue.

4. When you are finished tap “Continue”.



Step 4: Create a Username

1. Choose a Username that meets the requirements listed on screen.

2. When you are finished tap “Continue”.

Step 5: Generate a Temporary Password

1. Choose where you’d like us to send a temporary password.

2. Tap “Send Password”.

3. After you receive your password, tap “Log In” to continue.

Passwords are typically delivered within 5 minutes and expire in 24 hours.

*Tap “Resend Password” to have your temporary password sent again. Tap “use a different method” to have a temporary password sent someplace else.

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1. Enter your temporary password and tap “Log In”.

2. On the “Welcome” screen, tap “Get Started”.

3. Enter a new password that meets the listed requirements.

4. Re-enter your new password to confirm it’s correct.

5. Tap “Continue”.

This will be the password you login with every time.

*Tap “Show Password” to make your password visible when entering it.



Step 7: Choose Your Security Questions & AnswersSecurity questions add an extra layer of protection against fraudulent access to your account online.

1. Tap each question listed to select a question of your choosing from the drop downs - *you must fill out all 5.

2. Enter an answer for each question and tap “Done”.

You will be asked to provide answers to your security questions the next time you log in, as well as any time you log in on an unsaved device.

The answers you provide are NOT case sensitive.

You cannot use the same answer for multiple questions.

If you get unfamiliar security questions on future logins, please verify that you are entering the correct username.

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Step 8: Choose Your Confidence Image & Your Image Secret TextThe image and image secret you select will always be displayed before you enter your password during login.

1. Tap on an image to select it.

2. Enter your image secret text in the box provided.


*You can scroll through the available images by clicking “View More”.

You will see your Image Secret text with your Confidence Image when logging in. You will not need to enter the text as a part of the login process.

If you spend too long on the image screen, the site will time out and you will get an error.

*



Step 9: Confirm Contact Information

1. Review the email address & phone number we have on file for you.

2. *If contact information is missing or needs to be corrected, update the information in the field before you continue by tapping “Change”.

3. Tap “Change” to select your time zone.


Step 10: Registration Complete

1. You have completed registration and can now access your accounts through our mobile app.

2. To view account details, tap on the account you’d like to view.

3. Tap the menu on the top left for more options. “Log Out” is located at the bottom of this menu.

Changes you make to your contact information will update the information we have on file for you.

The time zone you select will affect how times are displayed within online banking/mobile banking, as well as for alerts & recent login activity.


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If you have multiple accounts, we recommend visiting the “Customize Settings” option through a web browser after completion of online registration. You can also update settings by going to the accounts tab under settings to customize your experience.


About Touch ID Use your fingerprint to login to the Empower App using Touch ID! Now you have a simple and secure way for you to access your Empower accounts using biometric fingerprint authentication technology.

Update your Empower App on a Touch ID-enabled device* today. You will be prompted to set up Touch ID (activation steps vary by device). No fingerprint reader? No problem! Set up a PIN for easy access to your account.

Device Support SitesAndroid: https://support.google.com/androidApple: https://www.apple.com/support

Important Tips By enabling Touch ID, every person with an enrolled fingerprint on your device will have access to your account. Review the enrolled fingerprints to make sure that each person is authorized to access the personal and financial information available in this app.

*Feature available with iPhone 5s or later, iPad Air 2, or iPad mini 3 or later. Enabled for Android devices v.4.1 or greater. Empower Mobile Banking is available for members with an Empower FCU Account. To use Mobile Banking, you are required to subscribe to a data plan through your wireless provider. Check your plan or contact your wireless provider for additional fees that may apply. iPhone, iPod touch and iPad are registered trademarks of Apple Inc. Android is a trademark of Google Inc.

Enable Touch ID


Step 1: Enter Username

1. Enter your username.

2. Click “Login”.

Step 2: Click on Forgot Password Link

1. Click on “Forgot Password?”

Resetting Your Password

Step 3: Confirm Your Identity

1. Confirm your username.

2. Confirm your member number.

3. Confirm your social security number.

4. Confirm your date of birth.



Step 4: Select How You Wish to Receive Your Temporary Password.

1. Select email or text message.


Resetting Your Password

Step 5: Enter Temporary Password

1. Enter the password you received via email or text.

2. Click “Login”.


1. Choose a password that meets the listed requirements.

2. Enter your new password in both boxes.


You will use this password for all future logins.


Bill PayAdd Payee

Step 1: Select Business or Person

1. Choose “Business” if you are setting up a business payee, or choose “Person” if you are setting up a person payee.

Step 2: Enter Business Information

1. Enter the name of the business exactly how it appears on your bill.

2. Enter the Zip Code exactly how it appears on your bill.

3. Payee Category denotes the type of bill you are paying. Choosing a category will help you understand how you are spending your money.

4. The default funding account is the account from which you will want to pay this bill.

Step 3: Enter Account Number

1. Enter the account number listed on your bill.

2. Re-enter your account number to ensure it was entered correctly.

3. Click “Next” to move to the next step, or “Cancel” to cancel the setup.

Add Payees Select New Payee to provide information about a business or person you want to pay.Add a Business Payee Add a business payee if you are paying a business. If you don’t have an account number with the business you want to pay, you may want to setup a person payment.

In some instances, the system will recognize the business you are trying to pay and prompt to type it in a specific way.

You can choose a different payment account each time you pay a bill from this business.


Step 4: Confirm Payee Name & Account Number is Correct

1. Select “Back*” if you need to change the Payee Name or account number.

Step 5: Enter Biller’s Contact Information as Listed On Your Bill

1. Enter the biller’s street address listed on your bill.

2. Enter the biller’s address city listed on your bill.

3. Enter the biller’s address state listed on your bill.

4. Enter the biller’s phone number.

5. Enter the biller’s email address if one is available.

Step 6: Complete Payee Setup

1. When possible, the system assigns a default image to the payee. You may also upload your own image.

2. Select a nickname for the payee. The nickname will be displayed on all payment screens.

3. Enter the name of the person being billed (normally your name) as it appears on the bill.

4. Select “Save” to complete the process and begin scheduling payments to the payee.

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Add Payee


Quick Pay

Step 1: Favorite Payee - Select a Payee

1. Search for payees by typing in the first few letters of the payee name.

2. Select “View All” to navigate to the Classic Pay screen, where you can select active and inactive payees.

3. Select “Businesses” or “People” to filter payees by payee type. Select “All” to see all payees.

4. Selected payees are highlighted in the payee list.

5. Use the Amount field to enter the amount you want to pay.

6. Last Paid shows the previous amount (if any) paid to the selected payee.

Step 2: Delivery Options

1. Eligible funding accounts are listed in the From Account drop down list.

2. Select the Send On date to determine when you want your payment to be processed.

3. The selected date is highlighted on the calendar.

Quick PayUse Quick Pay to make a one time payment to a person or business.

Please Note: Only Active (favorite) payees are listed on the Quick Pay screen. Designate active payees on the Payees screen.

Only eligible dates are available for selections. Different dates may be available depending on the selected payee and the selected delivery method.


Step 3: Additional Delivery Options

1. Select the delivery option for the payee.

2. The estimated delivery date is displayed within the delivery option box.

3. Choose “Submit Payment” to schedule the payment.

Additional delivery options may be available for certain payees. Some delivery options will incur a fee for faster delivery of a payment.

Quick Pay


Multi Pay

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Step 1: Set up Multiple BillPay Payments

1. Enter keywords into the search field to filter and search payees.

2. The last payment and next scheduled payment display under each payee.

3. You can change the default funding account by clicking on the dropdown menu.

4. The date field defaults to the first available delivery date.

5. Click the “x” to reset all fields to their default value.

* Submit Payments is enabled when payment amount is entered.

Step 2: Confirm Payments

1. The confirmation includes the number of payments and total amount that will be submitted when you select Submit Payments.

2. Click “Submit Payments”


Classic Pay

Step 1: Select a Payee

1. Choose a payee from the dropdown.

2. The default funding account displays when a payee is chosen. Use the drop down to select a different funding account.

3. The payment category defaults to the category selected when the payee was added.

4. The last payment made to the selected payee as well as the payment date displays below the payment category.

5. Enter the amount you want to pay.

Step 2: Select a Frequency

1. Use the “Frequency” option to choose a One Time, Weekly, Every 2 Weeks, Monthly, Quarterly, or Annual payment frequency.

2. Select the starting date if the payment will be recurring.

3. Choose the end date (if applicable).

Classic PayUse Classic Pay to schedule one time or recurring payments to a person or business.

If there is no history of payments to the selected payee, the last payment will not display.

Select “One Time” to make a non-recurring payment.

Ending options are available when recurring frequency is selected. Choose Never to setup a payment that never ends. Select a date, to choose a date on which the payment series should end. Choose After to select the number of payments to schedule in the series.


Classic Pay

Step 3: Complete Payment Details

1. Delivery options provide details about the payment. If a one time payment is chosen, additional payment options may be presented.

2. Use the memo field to include a note with your payment.

Step 4: Review Payment Summery

1. The Payment Confirmation is a payment summary that includes the payment delivery timing, fees, and a description of the funding and delivery implications.

2. Click “Submit Payment” to submit your payment.


Payees

Step 1: Search and View Payees

1. Use New Payee to add a new payee (see Add Payee).

2. Use search payees to filter the payees displayed. The list of payees will automatically start to filter as the entry is made.

3. Select Businesses or People to filter payees by payee type. Select All to see all payees.

4. Select a payee to view the details of that payee. The selected payee is highlighted. A star appears next to active/favorite payees.

Manage PayeesUse Manage Payees to view summary information about payees, view detail information about payees, edit payees, and add payees.

Editable fields will vary depending on the payee.

Step 2: Edit Payee

1. Payee Nickname, Payee Category, and Payee Address are listed for each selected payee.

2. The name of the person on the account, account number, and default funding account are displayed as well.

3. Select the edit icon to edit information about the payee.


Payees

Up to five recent payments are displayed in the Recent Payments section.

Up to five scheduled payments are displayed in the Scheduled Payments section.

Step 3: Review Payee History

1. A bar graph represents how much was paid to the selected payee over the last five months.

2. Select the Recent Payments header to view all payment history.

3. Select the Scheduled Payments header to view all payments scheduled payments.


The list of payees will automatically start to filter as the payee name is entered into the search filter.

When a new eBill is available, you will receive an alert via email: Bill Received Notification – Your <payee nickname> e-bill has arrived.

Step 2: Searching eBills

1. Type the payee name in “Search Payees” field to filter the eBills-eligible payees.

2. Select an eBill-eligible payee to view details. The selected payee is highlighted.

Step 1: Navigating to eBills

1. Log into online banking.

2. Within online banking, navigate to the “Bill Pay” widget.

3. Within “Bill Pay”, click on the eBills tab.

Step 3: Enrolling a Payee in eBills

1. When the payee is selected, click the “Set Up eBills” button to enroll the payee in eBills.

2. If the payee is already enrolled in eBills, the “Receiving eBills” button will appear.

3. Click the “Receiving eBills” button to un-enroll the payee from eBills or to update login credentials.

Do Away with Stacks of Bills and GO PAPERLESS You can do away with stacks of bills, by opting to have them sent to you electronically through eBills. No need to receive paper statements or login to multiple sites. Simply access them through Empower Online Banking.

eBills


Step 4: Enrolling in Autopay

1. To enroll in Autopay, click the “Enable Autopay” button to set up rules for the selected payee.

2. If the payee is already enrolled in Autopay, the “Autopay Enabled” button will appear.

3. Click the “Autopay Enabled” to edit or disable autopay rules.

Step 5: Pending, Paid & Archived eBills

1. Pending eBills shows all the received but unpaid or archived eBills for the selected payee.

2. View - Click to view the eBill in its original format.

3. Pay - Click the “Pay” button to make a one time payment to this payee.

4. Archive - Click the “Archive” button to move the eBill to a closed status without paying it through the system.

5. The Paid & Archived section shows all paid and archived bills. Click the row to view the eBill in its original format.

Enrolling in Autopay is optional.

eBill Alerts: Alerts will be emailed to the address we have on file.

eBills


SettingsAccounts (Customize Your Experience)

Step 1: Navigate to Account Settings

1. Within online banking, hover your mouse over your name in the top right corner to reveal the drop down menu.

2. Click on “Settings”

3. Click on the “Accounts” tab.

Step 2: Understanding Account Settings

1. The account type is listed in the header. Multiple accounts of the same type can be listed under the account header.

2. The account nickname displays first.

3. The default account name followed by the account number is displayed under the nickname for each account.

4. Your relationship to the account displays in the middle row.

Account Settings Use Accounts to adjust the way accounts are displayed throughout the online banking system.


Step 3: Change the Display Order of Your Accounts

1. Click “Reorder” to change the order in which the accounts appear throughout the online banking site.

2. Click on an account and drag up or down to change its position.

3. Click “Save Order” when done.

Step 4: Customize Individual Accounts

1. Select “Edit” on the account you would like to customize.

2. Change the account name by entering a new name in the “Nickname” box.

3. Change the account color by clicking on the colored box.

4. To change the color of the account, click on the color swatch.

5. To hide the account from view, check “Hide This Account”.

6. Click “Save” to save preferences.

Accounts (Customize Your Experience)

The account nickname & color is displayed throughout the site.

“Hide This Account” will hide the account from all widgets. You do not lose any transaction data when you hide an account. To un-hide, go back into “Edit Account Details” and uncheck “Hide This Account”.


Online Banking requires Multi-Factor Authentication for online banking users as a security measure to further protect your account. This extra layer of security will require you to complete some extra verification steps before the transaction will process. We will ask you to verify your identity by asking security questions or by responding to a message sent via email or text.

Step 1: Navigate to Settings/Security



3. Click on the “Security” tab.

At least 1 option must be enabled.

The security tab is currently only available in the desktop/tablet environment. This set-up is not available on the mobile app.

Step 2: Understanding Multi-Factor Authentication Settings

1. Select the option(s) that best meet your need. Click the “gear” icon to enable/disable and edit settings.

2. Email Code - Sending an authentication code via email.

3. Code via SMS - Sending an authentication code via SMS/ Text (cell phone # must be confirmed for codes to be sent via text).

4. Security Questions - Answering security questions (default setting).

Multi Factor Authentication (MFA)


Widgets

WidgetsWidgets are a collection of features in the online banking platform. Use the Widgets page to adjust what and how you access functionality within online banking.

Step 1: Navigate to Widget Settings



3. Click on the “Widgets” tab.

Step 2: Understanding Widgets

1. Widgets in the Active list are available for use within online banking.

2. Widgets in the Available list are not available for use until added to the Active list.

3. A gold star indicates a favorite widget. Favorite widgets display in the main navigation. You may only have 5 favorite widgets at a time.

4. To display a description of the functionality provided by the widget, click on the widget name.


Step 3: Managing Widgets

1. Select the gold star to remove a widget from the list of favorites. Select a gray star to make a widget a favorite.

2. Select Remove to move a widget from the Active widget list to the Available widget list.

3. Choose “Add” to move an available widget into the Active list and make it available for use with in online banking.

Widgets

Widgets that are starred as favorites show first on your dashboard. You can have up to 5 favorites.

Step 4: Reorder Widgets

1. Select Reorder Favorites to display the widget reordering screen (you may only reorder favorite widgets).

2. Reorder widgets by dragging them into the desired order.

3. Save your changes by selecting “Save Order”.


View all of your investment accounts within online banking.

Step 2: Understanding the Investments Widget

1. Once you have clicked on the “Investments” widget logo, you will be taken to the Investments page.

2. If you do not have any investments set up, you will see this note.

3. If you have investment accounts and are signed up to view/manage them online, you will have access to master account data, positions, balances, and account active history through this widget.

Step 1: Navigate to Investments Widget

1. Once logged into online banking, on the left side of the dashboard you will see a list of widget icons.

2. If you do not see the “Investments” widget icon, click on “More” at the bottom of the list.

3. If you still cannot find the icon, please click this link: “Managing Widgets”.

4. Click on the “Investments” icon once you have located it.

Investment Widget


External transfer makes it easy and secure (options include: one-time or recurring transfers). Note: transactions are subject to Reg D.

Step 1: Add External Account

1. Navigate to the Transfer widget, and select “Add Account” → at another bank from dropdown → External transfer account

2. OR - Navigate to Settings, Accounts tab and select Connect External Account → External transfer account.

3. The Member will need to have the account type (Savings, checking), Routing Number, and Account Number.

4. The Member will also be prompted with an additional Multi Factor Authentication security screen.

5. After completing these steps, the “Confirm Your External Account” message will display.

External Transfers


External Transfers

Step 2: Confirm External ACH Account

1. Once the request to add an external account is submitted, two ACH micro-deposits (credits) and a corresponding debit (for the total of the credits) will be made into that account.

2. A message is displayed on the Dashboard when there are pending external accounts.

3. The external accounts will show one of the following statuses: Pending - Pending confirmation of trial deposits Open - Trial deposits have been confirmed Suspended – Member has unsuccessfully tried to confirm micro-deposit amounts too many times Blocked - Blocked from using a particular routing number/ account number combination

4. From here, the Member can confirm, edit, or delete the account. To confirm the account, the Member enters the dollar amounts of the two ACH micro-deposits made into the receiving account.

5. Once the Member selects confirm, they will need to enter the Trial Deposit amounts. Once confirmed, external accounts will appear in the transfer widget.

6. Click “Confirm” to confirm the account.


Step 6: Transfer To/From External ACH Accounts

1. External accounts can be used just like normal checking and savings accounts to transfer funds* and to make internal or external loan payments.

2. Scheduled ACH transfer requests appear in the Scheduled tab of the Transfers widget.

Step 5: Editing an External ACH Account

1. Edit the color and nickname of the external ACH accounts on the Account tab in the Settings widget.

2. This screen also allows user to specify if the account is to be hidden from display.

3. Click “Save” to save changes.

External Transfers

*Transferring funds from one external account to another external account is not allowed.


Deposit checks directly into your Empower account without going into a branch by using a smart phone or tablet to take a picture of the check and submit for deposit.

Step 1: Launch Mobile Check Deposit

1. Log into the mobile app.

2. Tap on the “hamburger” menu on the left side of the screen.

3. Tap on “Deposit Check”

4. This will open the “Remote Deposit” screen.

Mobile Check Deposit



Step 2: Select Account

1. Tap on “Deposit a Check”.

2. Tap “Select an account”.

3. Select the account you wish to deposit funds into by tapping it.

4. Verify that you’ve selected the correct account.



Step 3: Take a Picture of Your Check

1. Tap on “CHECK FRONT” to take a picture of the front of your check.

2. Place check on a flat, well-lit surface with the amount on the right. Once the check is positioned within the viewfinder, and tap the circle on the right to take the picture.

3. If “Preview” is turned on, you will see a preview of the image of your check after you take the picture. Select “Retake” in the top left corner if you are not happy with your preview, otherwise select “Use” in the top right corner.

4. Do the same for the back of the check. Remember to sign the check. Signature must be on the right. You must write the words “Mobile Deposit Only” under your signature.



Step 4: Complete Deposit

1. Tap “Amount” and enter the amount written on the check.

2. Tap “Deposit Check” to complete deposit.

3. You will see a confirmation screen after the check is successfully deposited.

4. Tap “Ok” if you have deposited all of the checks you’d like to deposit.

5. If you would like to deposit more checks, select “Deposit Another Check” and follow steps 2-4.



For Technical support, send us a message within the online banking message center, or contact us at 1.800.462.5000, option 2.

Step 5: Submission Errors

1. DUPLICATE CHECK - Check appears to have been deposited already.

2. EXCEEDS DEPOSIT THRESHOLD - Threshold for mobile check deposit is as follows: You can deposit up to $1,000 per day, not to exceed $5,000 per week or $10,000 per month.

3. PLEASE RETAKE PICTURE - There is a problem with the picture you took of the check, and the picture needs to be retaken.


Reset your forgotten password through the mobile app.

Step 1: Access Mobile App

1. Forgot Password will be found on the mail login screen of the mobile app. PLEASE NOTE: This feature is only accessible if the username does not have Quick Pin enabled for the mobile device.

Mobile - Forgot Password


Mobile - Forgot Password

Step 2: Reset Your Password Screen

1. Enter your Username

2. Enter your Member Number

3. Enter your social security number (without dashes).

4. Select your date of birth.

5. Tap “Continue” to reset your password.


Identify your username in the event the information is forgotten or a new device is used to access online banking.

Step 1: Access Forgot Username

1. Tap “Forgot Username” below the login screen.

Mobile - Forgot Username



Step 2: Recovering Your Username

1. Enter your Member Number.

2. Enter your social security number (without dashes).

3. Enter your date of birth.

4. Tap “Retrieve Username” to reset your password.



Step 2: Retrieve Your Username

1. Once you tap “Retrieve Username”, your username will display in a pop-up. Please take note of your username.

2. Once you tap “Log In” your username will disappear and you will be brought back to the log-in screen.

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