Member FAQ. General Information: Security:

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1 General Information: Security: Why did you change Robins Federal Online Banking? Great question! We listened to an overwhelming response from you, our members that we needed to make these changes. We are now making it easier for you to find the products and services you need in a much more intuitive and efficient way with the design of our new site as well as giving you the features and capabilities you need for new and improved online banking! Online Security What can I do to remain secure while using online banking? By following our tips, Online Banking can be a safe and efficient method for handling your banking needs. User Identification and Password: Security starts at your computer. Never share your login ID or password with anyone. Make sure your password is easy to remember but hard to guess. Try to avoid using common passwords such as birth dates, pet s name, or other obvious clues. Secure Sockets Layer Encryption (SSL): This technology scrambles data as it travels between your computer and the credit union, making it difficult for anyone to access your account information. SSL is a trusted method for securing internet transactions. Browser Registration: In addition to your personal password security, we have additional security measures with Browser Registration. By registering your browser, you will strengthen the safeguards in place at login by additional steps to verify your identity. Although these security enhancements are benefiting you and your

2 security, you probably will not notice them during your regular day to day experience. See the browser registration portion of the FAQ for more information. Personal Security What can I do to keep my personal information secure? Robins Federal Credit Union will never send unsolicited s asking you to provide, update, or verify personal or confidential information via return . If you receive an inquiry allegedly from Robins Federal Credit Union, please report the incident to a member service representative as quickly as possible. To mitigate the risk of online fraud and identity theft, your first and best protection is awareness. Please read the content located under the Security Tab for additional information on how to make yourself more secure online. Phishing: Phishing is an online scam tactic that is used to lure users into unknowingly providing personal data, such as credit card information or login IDs and passwords. Using spoof (look a like) s and websites, the tactic attempts to gain the trust of unsuspecting targets and convince them that vital information is being requested by a company they may already have a relationship with, such as their credit union. Identity Theft: It is important that our members are aware of the dangers of identity theft. Identity theft can occur when criminals find a way to steal your personal or other identifying information and assume the use of that data to access your personal accounts, open new accounts, apply for a credit in your name, purchase merchandise and commit other fraud or related crimes using your identity. Secure Access Code What is a secure access code? A secure access code is a one time use code that is used to verify your identity. By receiving a secure access code, it s faster and easier to get into online banking but still remaining secure. How do I register my online account if I don t have access to a phone or ? In order to access your Robins Federal account online, we must have a valid phone number or address. We use these communication methods in order to securely grant you access to the system. Phone Delivery If you select phone delivery for your secure access code, just answer the phone normally when the call arrives. You will have two options, either hearing your code or the system will give you the option to repeat the code, if necessary. Our system will not leave a code on voice mail, so if you miss the call, just repeat the process.

3 SMS (Text) Delivery If you select the text message delivery for your secure access code, you will receive a message containing the requested code. Standard text message fees may apply. Delivery If you select an account, you will receive an containing the secure access code. If you do not receive this , please check your Junk Mail box. You can configure your junk mail settings to allow future s from our address. Browser Issues I m getting several errors with my browser. Is there anything I can do to fix these errors? Certain browsers may cause additional errors to occur. Most notably, using Internet Explorer 9 will cause you to have more errors than any other browser. If you must continue using this browser, ensure that compatibility settings are turned OFF in order to access all of the features of online banking. Locate the icon circled below in your browser window to toggle your compatibility settings. Attempt to clear your temporary internet files or cache. If your current browser does not work or if you are receiving several issues, you can download either of the following browsers, Mozilla Firefox or Google Chrome. Click on the links below to be redirected to the appropriate download page. Why did you discontinue support for Internet Explorer 8 and older? Due to an issue with web security, we have discontinued support for Windows XP running Internet Explorer version 8 and older. We recommend using Google Chrome or Mozilla Firefox if you are on Windows XP. More information can be found here. You can use for a browser check if you are unsure which browser you are currently running. If necessary, you may need to update your browser to use online banking to its fullest potential.

4 Getting Started and Logging In: First Time Login I ve never accessed my accounts online before. What do I need to do? Requested Login ID Social Security Number Account Number Birthday Mother s Maiden Name Notate the Login ID and temporary password, click on the CLICK HERE link to continue the enrollment process. Enter the Login ID and Password from the previous screen. Click Login. Read the Online Banking Agreement. Click Accept. Create and confirm a new password. Requirements are listed on the bottom of the screen. Click Submit. Click OK to change your password. You will now be able to login with your new username and password. Forgot Password What are the password requirements? Must be at least 8 characters long Cannot be more than 99 characters Must contain at least 1 number Must contain at least 1 lower case letter Must contain at least 1 upper case letter Cannot be the same as the last 5 passwords In the Online Banking login box on our homepage, click I am a new user. Enter in the applicable information for the Primary Member then click continue:

5 3. Select how you would like to receive your Secure Access Code by text, phone, or . Click Submit. 4. Type in your six digit Secure Access Code. Click Submit. 5. Create and confirm a new password. Requirements are listed on the bottom of the screen. Click Submit. 6. Click OK to change password. How do I reset my password? Account Summary: What is the Account Summary and what can I do on this page? The Account Summary page is your home page. It provides a quick view of your accounts and balances. Here you can also make a quick transfer between your accounts, view pending transactions, check your secured messages, and access all of the menu items. 1. On our homepage, enter your Login ID and check Forgot Your Password? 2. Enter your username. Click Submit.

6 Here you can view your most recent transactions, any pending transactions, or search for a specific transaction. 1. Here you can see a quick glance of all of your accounts, the balances, and any pending transactions. 2. Summary Metrics wheel. This displays all of your deposit balances in a convenient visual graph. Transaction History: How can I view my transaction history? Online banking allows you to conveniently access a history of your account transactions, always keeping you in the know with your account balances. To begin, double click the account name you wish to view from the Account Summary page. Online Activity Center: Where do I go to see transactions that I completed online? The Online Activity Center quickly organizes all transactions you originated online. From the Online Activity Center menu, you can group items by category, view all transactions, cancel upcoming recurring transactions, and more. Please note that

7 once a transaction has processed, it cannot be cancelled. required to enter an SAC before the transaction is processed. Internal Transfers: Greater than $10, External Transfers: Greater than $ Member to Member Transfers How do I transfer funds to another member of Robins Federal? With our new online banking, you can now transfer funds to another member of the credit union! Plus, you can save that member s account information if you need to transfer funds frequently. Access the Member to member transfers link found in online and select either a one time transfer or link the member s information for future transfers. Note, you will need the following information to complete a member to member transfer: account number, share ID, type of account, and the last 3 letters of the member s name. For more information regarding member to member transfers, please see the member to member transfer page. Transfers: Authentication Token I m transferring funds and its asking for another SAC. Why? Transaction limits have been put in place as an extra layer of protection so whenever you try to transfer an amount above what is listed below, you will be Recurring Transfers I want to establish my own recurring transfers online. Can I do that? Of course! Setting up a recurring transfer, such as a transfer from checking to savings, your account to a loan, a transfer to another account, etc is now possible with our new online banking system. Simply access Transfer funds from the menu, select the TO and FROM accounts from those listed, the amount of the transfer, when the transfer needs to

8 start, and the frequency of the transfer. Note, you cannot start a recurring transfer on the same calendar day, you will instead need to do a one time transfer and set up the recurring transfer for a future date. Automatic Transfers Where can I find the automatic transfers I set up inside the branch? These transfers can be found in online banking under the automatic transfers tab. Note that these transfers are only the ones established inside a branch and do not include automatic transfers set up through payroll or established by you in online banking. For more information regarding transfers that are set up in online banking, please see the Recurring Transfers section of this FAQ. External Transfers How can I transfer funds to another financial institution? Once you are signed in to online banking, navigate to and click on Add external account. 1. Enter in the full account number and routing number for the new financial institution. Two trial deposits, both less than $1.00, will be sent to the account that was just added. Notate these amounts as you will need them for the next step. In some cases, this is not immediate and can take anywhere from 24 hours to up to 5 days to appear at your other financial institution. 2. After the trial deposits have processed, click on Verify external account. Enter in both amounts on this page to verify your external account. The external account will now appear on your transfer funds dropdown.

9 Open an account: Online Applications: Do I need to call or visit a branch to open an additional account? With our new online banking system, you can open an additional account online. Follow the steps below to open an additional account without having to visit a branch or contact us on the phone. Login to online banking. Click Open an Account under Services. Select the share type you would like to open. Another menu will appear with the shares available. Note you may only have one Prestige and one Easy Save certificate per account. Select which account you would like to transfer money from to fund the new account. Click OK. Log out and log back in to see your newly opened share. I m not a member, can I open an account online? With our new online banking system, you can now join Robins Federal online. Follow the steps below to submit an application to the credit union for membership. 1. Select join the credit union from our homepage. This will redirect you to the application. 2. Read the first page disclosures. Click continue 3. Select a method to verify your eligibility. Only ONE is required. Select the type of account you would like to open. Choose any additional products from the list. Click continue. 4. Fill in your personal information. Note that not all fields are required. Click continue. 5. Once you see the confirmation screen "Application successfully submitted you are finished. This notifies staff that an application is available and you will be contacted within 24 hours about the details of your new account. Can I apply for a loan online? With our new online banking system, you can now submit a loan application online, even if you are not

10 a member! Follow the steps below to submit an application to the credit union for membership. 1. Select join the credit union from our homepage. This will redirect you to the application. 2. Read the first page disclosures. Click continue 3. Select a method to verify your eligibility. Only ONE is required. Select the type of loan you are applying for. Select if you are applying as an individual or with a joint applicant. 4. Depending on the type of loan selected, you will need to answer some additional questions. Once completed, click continue. 5. Fill in your personal information. Note that not all fields are required. Click continue. 6. Once you see the confirmation screen "Application successfully submitted you are finished. This notifies staff that an application is available and you will be contacted within 24 hours about the details of your loan. Other: Secure Messages What are secured messages? Secure messaging through online banking is a notification service for questions regarding transactions on your account, questions with online banking, report a card lost or stolen, account information and reporting fraud. These messages are sent securely to Robins Federal staff and a response is usually sent within one business day. Stop Payment Can I place a stop payment on a check online? With the changes to our online banking system, you are now able to place a stop payment for single or multiple checks. Should you need to use this service, simply navigate to Stop Payment on Checks in online banking, select either a single check or multiple checks, and finally the check number(s). All other information that is listed, amount, payee, and other, is not required to place a stop payment. Note that the stop payment request is not immediate and in some cases, the check(s) may still clear your account. Additionally, there is a $25 fee to place a stop payment on a check.

11 estatements Can I view my statements online? Navigate to the estatements tab and follow the instructions on screen. Note that you will only be able to view estatements from June 2013 until now. If you require statements older than that date, please contact the credit union. ealerts What are ealerts? ealerts is our notification system to help you track when certain events occur. This can be a direct deposit going into your account, a low funds notice, a certain transaction clearing, and much more. With ealerts you can always remain up to date on the activity on your account. Check Order Can I reorder checks online? Yes! Simply select the check order tab in online banking, select the account to order checks, and you will be redirected to deluxe.com to finish your order. Mobile Deposit Does Robins Federal offer the ability to deposit checks with a smart phone or tablet? Yes! To enroll in mobile deposit, navigate to the Manage Mobile Deposit link found in online banking. Fill in the applicable information in online banking to enroll in the program. You must accept the disclosures before using this product. Note: After accepting the disclosures, you will need to log out and log back in to use this product. After enrolling, select mobile deposit under Transactions and History on your smart phone or tablet. Follow the on screen instructions for capturing the front and back of the check and submit the image. Once you see the confirmation screen, you are done! If you deposit your check before 4:00 PM EST, the funds will made available to you the same business day. If the check is deposited after 4:00 PM EST, the funds will be available the next business day. Note: You will only be able to deposit checks into your primary account. If the check requires a hold, you will be notified by the credit union. Bill Pay Will there be any changes to Bill Pay? Our Bill Pay system is changing in September. With this new system, you will be able to manage and pay all of your bills in a more robust and intuitive manner. Plus, you will be able to activate ebills, which allows you to view your exact payment amount from all of your eligible payees from within Bill Pay. We are changing our Bill Pay system on September 24 th, 2014.

12 Note: Bill Pay will be unavailable on September 22 nd and 23 rd. You will be unable to process any bill payment requests on these dates. All of your existing payees and established payments will transfer over after the blackout dates. Note: our new Bill Pay system requires a minimum of $1.00 for all payment requests. Money Manager What is money manager and what can it do for me? Great question! Money manager is an account aggregation tool that allows you to see your entire financial portfolio in a central location. This means that all of your accounts, both Robins Federal and other financial institutions, including their corresponding transactions, will display in one place. Because of your financial information is organized, you are able to accurately create a budget, track your expenses, and set goals, such as saving for a vacation, or paying off a debt.