1 Redstone Federal Credit Union Answers to Frequently Asked Questions Online Banking Getting Started How do I sign-up for online banking? Visit our website homepage (www.redfcu.org) and click the Sign up for Personal Online Banking link. It will take you through the registration process. Is there an online banking demo I can look at? View the demo Does online banking cost anything? Not at this time. Fees may be added in the future when more features are available. You will be notified before a fee schedule is implemented for online banking. Do I have to download special software from RFCU to make online banking work? No, online banking has been designed to work with most updated internet browsers. I have to use a public facility to access my RFCU account. Is this safe? Yes. RFCU uses the strongest encryption technology available to secure transactions and protect your personal information. However, we recommend you click on Logout inside online banking and close out the browser completely before leaving the computer. If I forget to exit, will I be logged off online banking automatically? Yes. To protect your security, after 10 minutes of inactivity you will receive a message stating your session will end and you will automatically be logged out of online banking. However, you will be given the option to continue your online banking session for another 10 minutes or as long as you are active within the session. For security purposes, you cannot change your timeout length. Passwords How do I change my online banking Password? Log in with your current Password. Click the My Profile link. Under the Security heading, click the Change link by Password. Enter your current Password in the first field. Enter your new password in the second field and again, as confirmation, in the third field. Click the Save Password button to complete the change. What if I forget my online bankingpassword? You can click the Unlock Account/Reset Password link below the online banking login. Follow the prompts to receive a new Password. If you are unable to complete this process, call RFCU s Member Connect Center at (800) x3640 or visit your local RFCU branch. Are there any requirements for my Password? Yes, online banking Passwords must: be at least six characters long but no longer than 32 characters contain characters from at least two of the following three categories: º letters º numbers º any special characters cannot contain any blank spaces before, in the middle of, or after the password cannot contain the username passwords are case-sensitive My password is not working. Please ensure you are not confusing your verification code with your password. Your password will always be used to log in. A verification code is only required on unregistered devices. Each verification code is only good for one login session. Verification Code What is a verification code? A verification code is a six-digit number that is valid for only one login session and can be sent by text, phone call or . Why am I being asked to enter my phone numbers and address? Upon logging into online banking for the first time, you will be presented with a screen to verify or change your address and add phone numbers. It is VERY IMPORTANT this contact information is correct because this is where your verification code will be sent in order to access online banking. Do I need to have a cell phone to complete this process? What if I don t have a text-capable phone? Your verification code can be sent by phone call, or text. If you don t have a cell phone, you can still receive your code through a traditional phone call. You can also choose to have the code sent by .
2 How long will it take to receive my verification code? All verification codes are typically received within one minute. This could vary due to factors outside of RFCU control. If you don t receive your verification code you can choose to resend it. Will I be charged to receive my verification code by text? Standard wireless carrier text message and/or data rates and fees may apply; check with your carrier for more information. I didn t receive my verification code. Why? Sometimes there are delivery issues with wireless providers or delivery systems that are beyond the control of RFCU. However, you may want to check the following: Voice Call Verify your phone number is listed correctly. Text Contact your carrier to allow texts from nonstandard numbers (ex note some members may mistake this number for the code. Verification codes will always be 6 digits long.) Check your spam folder, add redfcu.org to your contacts, and request another . Why am I not given the option to send a text to my cell phone? In order to verify that your phone is SMS (text) capable, we must first send an activation text to your phone. Once logged in to online banking, select My Profile. Then select Update (next to your phone number). Select Yes, send me text confirmation. Once you receive your code, enter it when prompted. Your phone will now show as text enabled. Will I have to do these steps every time I log into online banking? After your initial login, you have the option for the system to remember your computer. By choosing this option you can bypass the verification code process for future logins to online banking unless cookies are deleted or you are logging in from a different device. Only choose remember this computer if it is a personal computer that does not have public access (like a library or friend s computer). What if I use a different computer or device to access online banking? When you log into online banking from a different computer or device you ll be sent a verification code that you must enter. The verification code will be sent to the phone number or address you set up to verify that it is you and not a fraudster trying to get into your account. What happens if I need to access online banking from an unregistered device but do not have my registered phone available to receive a verification code? You will still be able to receive the verification code through . If your registered phone is not available and the option has not been enabled, you will not be able to access online banking without contacting RFCU s Member Connect Center ( or , extension 3640) to provide login assistance. What information is contained in the phone call, text message and when I receive the verification code? (note: the numbers in the examples below are not actual verification codes; each verification code will be unique and different) PHONE The phone number the call will be received from is Hello, this is Redstone Federal Credit Union. Please press # [pound] to receive your 6 digit verification code. ** Press pound on your phone ** [1.5 second pause] Press # to repeat. TEXT The number the text will be received from is (this number is NOT your verification code). Redstone F C U Verification Code. Your verification code is Reply HELP for help. The address the will be received from is redfcu.org. Your one-time verification code is This code is only good for this login session. You re receiving this because a verification code was requested for authentication purposes. If you (or any other authorized user) did not make this request, please contact Redstone Federal Credit Union at (256) or (800) Please do not reply to this . Will I be able to change my phone number and address used to receive my verification code? Yes. You can click on the My Profile link in the upper right corner within online banking. Clicking this link will display your profile and security settings where your phone numbers and/or address may be edited as necessary.
3 If I am traveling internationally, can I receive a verification code by text or voice call if accessing online banking from an unregistered computer? If you have a US-based mobile phone, you can use it to receive a verification code, as long as the wireless carrier and current wireless plan is supported within the country you are visiting. Non-US numbers are also supported for phone calls. You also have the option of receiving the verification code through . If I change either my username and/or password during the first-use experience, will my ability to pull in transaction history through Direct Connect or aggregate accounts through Mint, Quicken, and/or FinanceWorks be affected? Yes. If your username and/or password changes, this information will have to be updated in your personal financial management solution of choice (Quicken, Mint, etc,) in order to pull in transaction history through Direct Connect or aggregating accounts moving forward. What browsers are supported? Internet Explorer 8 and 9, the latest versions of Firefox and Chrome and the latest version of Safari for Mac OS X are supported. Dial-up is not supported. Navigation How do I view or export my account transaction history? Click on the account name to open it. Once an account is opened, you can click the available drop down menu to change the history view time increment. Account export is available within each account history listing. If I change/add an address or phone number to receive the verification code, will it change my RFCU account contact information? The address you enter to receive your verification code will also update your RFCU account contact information. However, any telephone number(s) given to receive your verification code will not update your account contact information. The home telephone number for your account contact information must be updated under My Profile/User Options. Bill Pay How do I use the bill pay icon on the home page? It s easy to make single payments from the bill pay icon on the home page: 1. select a payee from the Pay to drop down list 2. change the delivery date, if desired 3. input the desire payment amount in the $ field 4. click on the Schedule payment button to schedule the payment 5. confirm payment request by clicking Yes on the confirmation pop up (click No to cancel the payment request) You will be given a confirmation message/number and the new payment will be highlighted in the Payments already scheduled section. Even though there is a bill pay shortcut on the home page, can I still use bill pay in the primary navigation? Yes, the full bill pay service is available via the primary navigation bar where you can manage your payments, add payees, etc. I just made a bill payment from the full bill pay site, but when I navigate to the shortcut icon on the homepage I don t see it listed in Payments Already Scheduled section. Why? If you make a bill payment from the full bill pay site there can be up to a 30 minute delay before the information will appear within the Payments already scheduled section within the homepage shortcut. Transfers Can I transfer to another RFCU member s account? Yes, if the person is not associated to your account, click Transfer to Another Member link in the Transfers dropdown menu. Enter the amount and choose the transferfrom account. Enter the other member s account number (NOT member number) and the first three letters of the member s last name. Click Transfer Funds to process the request. How can I have a check cut from my account and mailed to me? Click the Make a Transfer link in the Transfers dropdown menu. Enter the amount and choose the transferfrom account. In the transfer to drop-down, choose Check Request. Click Transfer Funds to process the request. The check will be mailed to the primary account holder s address on file. How can I schedule a transfer to occur in the future? Click the Schedule a Transfer link in the Transfers drop-down menu. Click the Add button to add a new scheduled transfer. Enter the amount, and then choose the transfer-from account and the transfer-to account. Select the frequency desired. Complete the Message section. This text will be ed to you when the transfer is successfully completed. You will also be notified by if the transfer fails. Click Save Transfer to process the request.
4 How do I change or delete my existing scheduled transfer(s)? Click the Schedule a Transfer link in the Transfers drop-down menu. Click Edit for the scheduled transfer you desire to change, make the changes and Save Transfer. Click Delete for the scheduled transfer you desire to delete. Credit Cards Can I perform a credit card cash advance online? Credit card cash advances are not available online with online banking at this time. Can I make a credit card payment through online banking? Yes, once you are inside online banking, click Make a Transfer in the Transfers drop-down menu. Choose the amount and the transfer from account and then choose your credit card in the transfer-to drop-down list. Click Transfer Funds to initiate the transaction. When will my credit card payment be posted to my credit card account? Payments may take up to two (2) business days to post to your credit card account. Can I see credit card transaction history? Yes, you can navigate to Additional Services within the primary navigation bar and click on Credit Card Information. You will be able to view recent transaction activity, pending transactions, current balance, payment due date and amount, available credit limit and more all within your current online banking session. How much credit card history can I see? You will be able to view 12 months of credit card history. Will I be able to see pending credit card transactions? Yes, you will be able to see pending transactions within your credit card history listing. You will also be able to view the total number and amount of current authorizations that are not included in the history listing. These are included in the box to the right of the history listing as Number of Auths Today and Amount of Auths Today. Open a New Account How do I open an account inside online banking? Click Additional Services then click Open an Account. Follow the prompts to open your new account. What accounts can I open inside online banking? You can open: Checking account Christmas Club account You Name It Savings account Compounding certificate of deposit account Money Market account Loans How can I apply for a loan online? In the Loans drop-down menu, click the loan product for which you would like to apply. What types of loan applications can be submitted through online banking? You can apply for: Credit Card Home Equity Line of Credit (HELOC) Mortgage Loan Personal/Overdraft Loan Vehicle Loan When can I expect a decision to be rendered on my loan request? Normally, within one to two business days. Where will I close my loan? You can close your loan at the RFCU branch you chose during the loan application process or by mail. Other Services Do I have to view all the accounts that show in online banking? No, you can hide accounts in online banking by going to My Profile then Account Nicknames. Any accounts you would like to hide can be unchecked in the left column titled Enable then click on the Change button at the bottom to finalize the changes. Can I rename my accounts in online banking? Yes, in online banking go to My Profile then Account Nicknames. Under the account description column, type the new account name desired. Click on the Change button at the bottom to finalize the changes. How do I view my statements? You may review activity within each account by clicking on the account name or you can enroll for estatements by clicking on the estatements & Alerts button and following the prompts. If you enroll for estatements, you will no longer receive paper statements. 24 months of estatements are available online.
5 What other services are available in online banking? In the Additional Services section you can: Reorder checks Skip a loan payment, if eligible Stop payment on a check Access My Virtual StrongBox Change or cancel pre-authorized transfers Change maturing certificate instructions Opt-in for overdraft privilege Complete the international travel form In the Manage Money section you can access: FinanceWorks Text Banking TurboTax rev 06.13
Help Where may I find the answers to my Internet Banking questions? How do I contact someone if my question is not answered in this FAQ? Enrolling How do I enroll in Internet Banking? Logging In How do
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