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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 receive 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 it.

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 it.

How do I set up account alerts?

Select any share or loan from the Accounts section, then choose Alert preferences.

How do I set up 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.

Top Mobile Banking FAQs

Do I need to be a member of America's Credit Union to use Mobile Banking?

Yes, please review our Membership page to learn how to become a member.

Is there a fee to use America's Mobile App?

No. America's Credit Union offers our mobile app to members free of charge.*

How do I sign up for Mobile Banking?

No sign-up is necessary since every member is given Online Banking access when you open an account. Download the Mobile App "AmericasCU" from the app store.

What are the ways to access America's Credit Union Mobile App?

Download apps available through Apple and Google Play app store.

What can I do with Mobile Banking?

You can view balances and transaction history, transfer funds between your share accounts and find nearby ATMs. With the app, you can view your account balances, transaction history and check images; transfer funds between your share accounts; pay bills; locate nearby surcharge free** ATMs; and access personal financial management tools. With bank-by-text you can view your balances; transfer
funds between your share accounts; view history; and lock/unlock your account. Commands include HELP, STOP, BAL, TRAN, HIST, LOCK, UNLOCK and HOURS. 

Are there any requirements for using America's Credit Union Mobile Banking?

Refer to the Mobile Banking Services Disclosure and Agreement for complete details. Your use of Mobile Banking constitutes acceptance of the Disclosure and Agreement.

Is Mobile Banking using the Mobile App secure?

Yes. America's Credit Union always uses state-of-the-art security measures to protect your data, no matter how you choose to access your accounts. Any personal information that a user may share with America's Credit Union while using Mobile Banking is governed by our Privacy Policy.

Can I review a copy of the Mobile Banking Service Disclosure & Agreement?

Sure! Here is the Mobile Banking Service Disclosure and Agreement for your records.

*Connectivity and usage rates may apply. Contact your wireless service provider for more details.
**Subject to $1 transaction fee.

Top Mobile Deposit FAQs

Can I deposit any check with Mobile Deposit?

You should only use Mobile Deposit for domestic checks not drawn on your own account. Checks must be made payable to an owner of the share and must have an endorsement on the back. Checks may be rejected if they are incomplete, post-dated or stale-dated, made payable to a third party, or stamped with a “non-negotiable” watermark. Be sure your checks have no evidence of alteration or contain a restrictive endorsement. Savings Bonds are not eligible for Mobile Deposit.

Should I endorse the back of the check?

Yes. If you don't endorse the back of the check, your Mobile Deposit may be rejected. Your endorsement should include; “For Electronic Deposit Only with ACU”, your signature(s), the account number to which you are making the deposit and the date.

When will the deposit post to my account?

The time may vary, but some deposits may be automatically processed within a couple hours. Other mobile deposits will be accepted into a review queue at America's Credit Union. When your deposit is accepted, it is important that your contact information (including your e-mail address) on file is current so that if there is any delay, 

How long do deposits wait in the queue before they are reviewed and posted?

All deposits in the review queue are reviewed and posted as soon as possible provided that the deposit was made on a business day (Mon-Fri, except observed holidays). The exact timing depends on the volume of deposits in the queue. All deposits in the review queue made by 3:00 p.m. CT will be reviewed by the end of the business day on which they were submitted.

What conditions cause a deposit to go to the review queue?

There is no single reason that a deposit will go to the review queue. Conditions include fields or characters on a check image that are difficult to read, a deposit that is outside your normal and historical pattern, a missing or illegible endorsement, or a check image that is a suspected duplicate of a previously deposited check.

If my deposit was accepted but is in the review queue, can I try to deposit it again?

No. A second attempt will, in most cases, add to the delay, could result in a fee in accordance with our Fee Schedule, and may result in a revocation of your Mobile Deposit access.

How will I know when a deposit that was accepted to the review queue is posted to my account?

When the deposit is reviewed and released from the queue you will see the transaction on your account in home banking. Rarely, a deposit will be rejected after review. If your deposit is rejected from the review queue, you will receive an e-mail telling you the reason your deposit was rejected.

I see that my deposit was posted and is in my account. Should I destroy the check now?

Although most check images clear the account on which the check is drawn without any problem, we ask that you retain the check in a safe place for thirty (60) days after the deposit has posted. Be sure to mark it as an item you have already deposited so that it is not inadvertently re-deposited by you or someone else in your household.

What if I’ve made an error or need to speak with someone about my mobile deposit?

You can contact us about any questions regarding your mobile deposit.

Can I review a copy of the Mobile Deposit Agreement?

Sure! Here is the Mobile Deposit Agreement for your records.