Top Digital Banking FAQs
Where do I find the mobile app?
The Mobile App is available in the App store or Google Play.
Do I need to received a verification code every time I sign in?
While the 2-Step Verification code works the same for both the web browser and Mobile App, there are small differences in the way your access will be authenticated with subsequent sign ins. With the web browser, you may choose to save a trusted device by checking the box next to "Don't ask for codes again on this computer" which bypasses the 2-Step Verification. The Mobile App will let you configure an app passcode and you may also choose to use the device’s biometric feature, such as a fingerprint, if available. If you try to sign in using an unrecognized device or browser, you will be required to go through the 2-Step Verification to access your account.
Can I use Authy on more than one device?
2-Step Verification codes are sent to the phone number entered during Online Banking enrollment. If you need to access your Online Banking account without your phone or you are in a low coverage area, you can always choose the Authy app as your delivery method, instead of text or phone call. Authy can be downloaded across multiple devices, including your desktop computer. When you install Authy, be sure to sign in with the same email address and phone number combination used during 2-Step Verification enrollment.
How do I transfer to another member?
- Web browser: Navigate to Move money, then choose Transfer to a member. Select the account that you would like to transfer the money from. Enter the information of the member that you would like to transfer money to (first 3 letters of last name, member number (account number), type (Share for savings or checking), the share number (00 for Prime Share for example) and the amount you would like transferred.
- Mobile App: Open the side navigation menu, choose Member transfer. Follow same steps as web browser.
Can I view my ACU Visa Credit Card transactions?
Your credit card transactions will not display in the Activity or Transaction sections at this time. To view your Visa Credit Card transactions, you may navigate to the Accounts card and select the Credit Card. From there, you can select Manage cards to be directed to the full Visa Credit Card management site.
How do I make a payment on my ACU Visa Credit Card?
To apply a payment to your Visa Credit Card from your ACU account, you can complete an immediate transfer by selecting Make a transfer, then select your Visa Credit Card as the account to transfer to.
If you would prefer to pay your Visa Credit Card from another Financial Institution or schedule the payment for a future date, you may navigate to Accounts and select the Credit Card. From there, you can select Manage cards to be directed to the full Visa Credit Card management site.
A joint owner on my account isn't a member, how can they get their own Online Banking account?
Online Banking users are required to be members of the credit union. A joint owner who is not a member and wishes to use Online Banking must become a member first.
I used the Forgot? link and received a locked message, what should I do?
For security reasons, your account will automatically unlock after 24 hours of no attempted sign ins. Additional attempts to sign in will restart the 24 hour lock out period.
How do I get Online Banking?
Select the Login button located on the homepage and follow the steps.
What happens if I forget my username or password?
Select Forgot? link available within the sign in screen. You will be required to verify personal information and complete.
How do I change my username and/or password?
Select Forgot? link available within the sign in screen. You will be required to verify personal information and complete.
How do I set up account alerts?
Select any share or loan from the Accounts section, then choose Alert preferences.
How do I setup my dashboard?
Dashboard cards can be added, removed, resized, and reorganized based on your personal preference. Select Organize dashboard at the very bottom of the Dashboard page.
How do I find a copy of my check?
Select the checking account that the check cleared through. Then choose the transaction to view details and the check image.
How do I order checks?
Select your checking account then Reorder checks.
Where do I find my electronic statements, notices, and tax forms?
Choose any share or loan and then select Documents.
Is secure messaging available?
Yes. You can easily start a conversation to do an inquiry on your account or send documents through the secure messaging feature.
What do I do if my Online Banking account is locked?
Stop by or call our Member Contact Center at 214.742.6551 or 888.742.6551 during normal business hours.
Do I have access to my Document history (e.g. statements, notices, tax forms)?
Yes, you have access to 18 months history.
Who should I contact if I have questions or issues?
For support, call us at 214.742.6551 or 888.742.6551 or you can live chat with us during business hours. Monday through Friday from 8:00 a.m. to 6:00 p.m. or Saturday from 9:00 a.m. to Noon. If you are signed in to Online Banking (or the Mobile App) and need assistance, you can always send us a secure message. A response will be sent by the end of the following business day.
What is Two-Step Verification?
2-Step Verification (also known as two-factor authentication, or 2FA) is a stronger authentication to access your account. 2-Step Verification will change the way you access your accounts by using an additional step to verify that you are the authorized account user when you sign in from a new or unrecognized device or browser.
How will my sign in process change with 2-Step Verification?
2-Step Verification works similar to your existing sign in procedure but uses an additional step to verify that you are the authorized account user. When you sign in from a device or browser that isn’t recognized, you’ll be asked for a 2-Step Verification code that will be sent to you via a method that you choose during registration. The methods to receive the code are through Authy, a free app on your device; a SMS text message to your mobile phone; or through a voice call to your landline or mobile phone.
Do I need to receive a verification code every time I sign in to Online Banking?
While the 2-Step Verification code works the same for both the web browser and Mobile App, there are small differences in the way your access will be authenticated with subsequent sign ins. With the web browser, you may choose to save a trusted device by checking the box next to "Don't ask for codes again on this computer" which bypasses the 2-Step Verification. The Mobile App will let you configure an app passcode and you may also choose to use the device’s biometric feature, such as a fingerprint, if available. If you try to sign in using an unrecognized device or browser, you will be required to go through the 2-Step Verification to access your account.
Can I use Authy on more than one device?
2-Step Verification codes are sent to the phone number entered during Online Banking enrollment. If you need to access your Online Banking account without your phone or you are in a low coverage area, you can always choose the Authy app as your delivery method, instead of text or phone call. Authy can be downloaded across multiple devices, including your desktop computer. When you install Authy, be sure to sign in with the same email address and phone number combination used during 2-Step Verification enrollment.
What is Authy?
Authy is a free app for your mobile device or desktop which generates secure tokens for 2-Step Verification.
What are the browser requirements for Online Banking?
To support the security measures we put in place to keep your data safe, we require the use of a modern browser. As new versions of browsers are released, our Online Banking platform will deprecate support for older versions. Below are the details for each supported browser.
- Microsoft Internet Explorer - Only version 11 will be supported. Any older version of Internet Explorer may be denied access to the platform.
- Microsoft Edge - Microsoft Edge will be supported at the latest version only. The Online Banking platform may deny access to older Microsoft Edge versions 60 days after a new version is released.
- Google Chrome - Chrome should automatically update and major updates are released approximately every 12 weeks. If Chrome is two versions older than the current stable channel version, our Online Banking platform may deny it access.
- Apple Safari - Each year Apple typically makes upgrades to Safari during the fall. Approximately 60 days after a new version is released, our Online Banking platform may deny access to older versions. However, this change requires that the new Safari version is available on both MacOS and iOS devices.
- Mozilla Firefox - Firefox should automatically update. If Firefox is two versions older than the current stable channel version, our Online Banking platform may deny it access.
What do I do if I lose my mobile device?
Unless your username and password have been compromised, your account and account information are still secure. If you feel your sign in credentials have been compromised, you can reset your username and password through Online Banking or the Mobile App at any time. Contact the Credit Union if you would like to de-authenticate your device or to disable all Mobile App access for your account. You can also deactivate devices from the Security settings when signed in.
