Online Banking FAQs

Registering for Online Banking

How do I register?
You may register by visiting our web site at www.mydccu.com and selecting the link that says “New to online banking? Click Here…” and follow the prompts to create your User ID and Password. If you are unable to complete registration, contact us so we can assist you with registering. 

Do I enter my social security number with or without dashes?
This can be entered without dashes.

How should I choose a password?
Use a strong password. Choose passwords that are difficult for others to guess and use a different password for each of your online accounts. Use both letters and numbers and a combination of lower case and capital letters.

Signing In to Online Banking

What if I forget my username?
From the login screen select 'Forgot your username or password?' and fill out the requested information in the 'Send my username' form. 

What if I forget my password?
From the login screen select 'Forgot your username or password?' and fill out the requested information in the 'Reset your password' form. 

What happens if I enter an incorrect password?
If you attempt to log in with the wrong password an error message will be displayed. Return to the login screen to try again. If you repeatedly enter in an incorrect password, then your Online Banking account will be locked. If your account is locked, you will need to contact us to reconfirm your identity and have your account unlocked.

Why am I being asked for a verification code?
Instead of using personal information as identification, our Mobile App and Online Banking platform use a code to identify the person requesting certain account actions. The member can choose how they want to receive the code either through text message or an automated phone call. If you cannot be reached by any of the phone numbers listed on your account, please contact us. 

When are verification codes sent?
Verification codes may be sent for the following reasons:

• Changes to your phone number, email or password
• Logging in to the Mobile App or Online Banking with a new or suspicious device
• Registering a new Mobile App or Online Banking account
• Initiating the forgot password process
• Adding an External Transfer account
• Transfer to External Accounts/M2M over a specific dollar threshold

What do I do if I get locked out of Online Banking?
Contact us so we can get this resolved for you.

Online Banking Functionality

What is the Rewards Dashboard?
The dashboard gives you an overview of ATM and NSF fees refunded and also tracks your process towards your CU Rewards points or Grow dividends. Learn more about our Grow and Reward checking account features.

How can I see more details about my shares and loans? 
Click on the share or loan to view more in-depth transaction information, share or loan details, and rates.

What will Switch Accounts do?
Switch Accounts allows you to quickly access another DCCU account in which you are an owner. You will need to know the account password in order to access this account.

Why can’t I see other DCCU accounts that I also own?
DCCU requires that ownership be the same for any account that can be viewed in the Other Accounts section of your Account Summary page.  Contact us to see if your accounts qualify.  

Why aren’t my accounts or Bill Payer information visible on the Dashboard?
Your dashboard is customizable. To adjust it, click on the customize option in the top right corner. Toggle each option to select which summaries you would like to have shown up on your home page. If the bar is green, it means it will be visible on your home page.

Can I change my phone number, address, or email in Online Banking?
Yes, under click the green account icon in the top right corner. From the drop-down menu, select Profile. From here you can update your email, phone, and address.

Can I request a stop payment on a check in Online Banking?
Yes, in the top blue banner select the three dots to open up a drop-down menu of options. Select “Stop Payment”, you can place a stop payment on a check or range of checks at no cost to you.

How do I move or hide modules on the dashboard?
Click on customize in the top right corner. You can toggle on and off which modules you would like to appear on your dashboard. If the bar is green, it means it will be visible on the dashboard.

How do I view my deposit and loan accounts?
You can view any account by clicking on its nickname under “Deposit Accounts” on the dashboard.

How do I log out?
When you are finished with your Online Banking session, please remember to log out by clicking the green icon in the top right-hand corner and selecting “Log Out” from the drop-down menu.

When clicking on a share, how do I change the history that I am viewing?

1. Click "Sort & Filter" and select the time span you wish to view transactions. 
2. If you are looking for a specific transaction, you can also use the search bar to search through your transactions. 

I asked for 90 days of history. Where are all my transactions?
The account activity will only show 10 transactions at a time. At the bottom of the transactions select “Show more” to expand the list.

When switching accounts, why do I have to enter my password?
This is for enhanced security and to ensure that we are meeting our compliance regulations.

How do I change the name of my account?
On the dashboard, click the account that you would like to change the name of. Once on the account page, select details, and at the bottom of the page, there is an option to change the account nickname.

How can I set up my alerts for things like balances, checks cleared, and daily notices?
Click the three dots menu item and select "Alerts". This will load all the available alerts that you can turn on and of at your convenience. 

How can I send and receive secure messages?
You may access your secure messages by clicking on the mail icon located in the blue heading. From there, you will be able to send and receive secure messages with attachments.

How do I view transactions from a specific merchant?
From the dashboard select the account in which you want to search. Once the account activity page opens, type the name of the merchant into the search bar.

Where can I see the interest rate on my loan?
From the dashboard select the loan you would like to view. Then select detail from the menu options and your loan details (type, payments due, interest rate, etc.)  will appear.

Making Transfers using Online Banking

What kind of transfers can I make?
You may transfer to another share within your account, transfer to a loan or credit card for a payment, transfer to another member, or transfer to your account with another financial institution.

How do I set up a Member-to-Member account for transfers to another DCCU member?
You will select the Member-to-Member link under the ‘Make a Transfer’ page. Once the account information has been added, you will see this Member to Member account on the “Other DCCU Accounts” on your Member to Member page. You will now see this account under the “To Account” option when processing a transfer.

How do I transfer to another DCCU member?
After the Member-to-Member account has been initially set up, you may transfer funds using Money Mover. This can be completed by clicking on 'Make a Transfer' in the menu bar and scheduling an immediate, future dated or recurring transfer. The Member-to-Member account will show under the dropdown called “To Account”.

How do I set up an External Account for an account I own at another financial institution?
You will select the 'External Accounts' link under the 'Make a Transfer' page and click “Add an account.”  Within a few days of submitting this information, two small deposits will be made to your external account.  To complete the setup of your external account, return to the Manage External Accounts page and verify the amount of the deposits.

How do I transfer to my external account?
After the external account has been initially set up and you have verified the trial deposits, you may click 'Make a Transfer'. Here you will be able to schedule a transfer and the external account previously set up will show under the available accounts to transfer to under the dropdown called “To Account.” The external account will also show under the available accounts to transfer from, “From Account”, enabling you to process a transfer from the external account to your account with DCCU. When transferring from your external account to your DCCU account, the expected date of arrival of your funds will be listed upon your transfer setup.

When I make a transfer and enter a description, will the description I enter be listed on the history of both the “To” and “From” accounts?
The description entered will show in both the "To" and “From“ account online banking transfer history.

Can I setup recurring or future-dated transfers in Online Banking?
Yes, once logged into Online Banking click on the 'Make a Transfer' tab. You have the ability to transfer one time or set up recurring or future transfers.

Can I edit or delete a scheduled transfer?
Yes, from the 'Make a Transfer' page select 'Scheduled Transfers' from the left-hand menu. Click the scheduled transfer you wish to edit or delete. This will show the transfer details and allow you to make any edits or cancel the transfer. 

Can my scheduled transfers be sorted?
Yes, select 'Sort & Filter' to see options for how to sort and/or filter your scheduled transfers.

Can my transfer history be sorted?
Yes, select 'Sort & Filter' to see options for how to sort and/or filter your scheduled transfers.

If I schedule a recurring transfer, when will the transfer take place?
The Credit Union will process any scheduled recurring transfers at 2 am on the day the transfer is scheduled. If the funds are unavailable at the time of the transfer, we will attempt to complete the transfer three additional times (in 4-hour increments) throughout the scheduled day. If funds are not available after the 3rd attempt, then the transfer will fail, and it will not cause you to experience an overdraft.

Bill Payer FAQs

How do I register for bill pay?
To enroll, you will select the 'Pay my Bills' page. After you have read and accepted the terms and conditions, you will be enrolled and may begin setting up your payees and scheduling payments. 

How do I add a new payee?
You will select the 'Pay my Bills' page and then select Add New Payee. Select the type of recipient you are intending to pay. You will want to add the required information exactly as it appears on your most recent statement or bill from the payee. Failure to enter the correct information can result in a delayed or returned payment. 

How do I schedule a new payment?
You will select the 'Pay my Bills' page and then select the Payee you intend to pay from the list of Payees.

Can I send an electronic payment to the payee?
Some merchants accept payments electronically and some do not. When adding the payee, you will want to add the required information (ex. type of business, account number, payment address) exactly as it appears on your statement or bill from the payee. This will ensure that your payment is sent electronically if this option is available. Payments that were previously sent by mail may be changed to an electronic delivery method if we find this payee accepts electronic payments for your account.

Can I send a payment to an individual so that the funds go directly to their account at their financial institution?
Yes, if that financial institution can accept electronic payments. To set up an electronic payment to an individual at their financial institution, you will select the Pay Bills page, select Payees, and then Add Payee. From here, you will select that the payee type is an individual. Under step 2, you will see a memo at the top stating “Want this payment to arrive even faster? If you have a few account details for the recipient, this payment can be automatically delivered to their account.” You will want to select the option to “Try it now.” If you do not have all the required information, you will be unable to set the payment up electronically and may select “I don’t have this information” to return to the previous screen.

What happens if my payment wasn’t received by the payee?
If the payee states they have not received your payment and it is past the expected delivery date, please contact us within Online Banking by clicking on the mail icon and Create New Message. You may also want to ensure that the payee address and account number are correct. You may verify this information by selecting the Payee from the 'Pay my Bills' page. We will need to verify this information with you, as this will assist with researching the payment.

How many payments can I pay within Bill Payer?
There is no limit to the number of payments you are able to process within Bill Payer.

Can my payments be expedited?
Some payees accept expedited payments and some do not. If the payee accepts expedited payments, this option will be available as you are scheduling the payment. There is a $9.95 fee for all expedited payments.

How does the “100% payment guarantee” work?
You will never pay a late fee or finance charge for a properly scheduled payment. If a properly scheduled payment is not received and posted on time by the Payee, we will attempt to have any late fees or assessed finance charges removed (finance charges are calculated based on your payment amount rather than your entire balance). Note: Please refer to your Electronic Funds Transfer Disclosure for important information on the limitations of reimbursable fees and finance charges.

The Payment Guarantee applies to late fees and/or finance charges associated with the late posting of a payment, provided that the following conditions are met:

1. The payment was scheduled to be delivered on or before the due date of your bill, excluding any grace periods. The one exception to this guideline is that mortgage payments may be scheduled so that the payment is sent on or before the due date, excluding grace periods. For example, a mortgage payment due on July 1st, with a 15-day grace period, must have a "Send On" date no later than July 1st.
2. The payment amount did not exceed $9,999.00.
3. The payment was not made to an excluded payee. These payments are permitted but not guaranteed:
1. Payments to payees located in the Armed Forces Postal Codes such as AE & AP
2. Payments that failed due to insufficient funds or other reasons
3. Payments to settle securities transactions
4. Payments to payoff special or delayed financing for purchases
5. Court-ordered payments such as alimony, child support, speeding tickets, etc.
6. Tax entities
7. Collection agencies
8. Payments to credit counseling agencies who pay creditors on your behalf
4. The payment was not made to a prohibited payee. Payments to the following payees are not permitted through this service:
1. Payments to payees outside of the United States Payments
5. The information supplied by you is correct (payee name and address, your name and account number as it appears on the payee's records).

When setting up payments, what is meant by “Deliver By” date compared to “Send On” date?
Deliver By date is the date you want the payment to reach the Payee. Send On date is the date on which you want funds withdrawn from your account. This is used to help assist you with properly scheduling payments so that the 100% payment guarantee is in effect. The calendar scheduling icon will be very helpful. When you move your cursor over the date that you want the payment to be delivered, the corresponding “Send On” date, or date on which the funds will be withdrawn from your account, will be displayed. You can select a deliver by date on any day of the week, including weekends and holidays. Note: Although you can set your payment deliver date on any day, your payment may not post on the Deliver By date if the payee is closed. If this is the case, your payment will be posted the next business day the payee is open.

Why did my scheduled Friday night payment not go out until Monday morning?
Payments are only sent out on business days.

How are payments scheduled on a holiday made?
When there is a payment falling on a holiday, the payment will be deducted from your account a day sooner to ensure it is received by the deliver by date.

Credit Card Payments

How do I make a DCCU credit card payment?
You may process a credit card payment from the Make a Transfer page. Your credit card will show under the available accounts to transfer to.

I don’t see that my most recent credit card payment has been applied to my account. How can I view this payment? 
When a payment is made to your credit card, the funds are deducted from your share account as of the date the transfer is made. However, it can take about 1 business day before the funds are reflected in your available balance or show in your history in Online Banking.

Alerts & Settings

Can I set up email alerts for my accounts?
Yes, you can set up a variety of alerts that can be sent to your email address, as a text message, or as a notification on your smart phone. Alerts such as balance notification, transaction alerts, and alerts when a loan payment is due can be set up in addition to several other types of alerts. To add or modify your alerts, click the three dots in the navigation and select the 'Alerts'  from the drop-down within Online Banking. 

My phone number needs to be changed and I am unable to validate my identity by receiving a call or text message. What do I do?
We would be glad to assist you with this change. You may contact us for assistance. 

eDocuments

Where’s my 1099 INT?
The IRS does not require a 1099-INT be provided to the tax filer, nor the interest amount be reported to them when the interest amount earned is $10 or less. However, the interest information will be listed on your December account statement of the previous year and can be used for tax filing.

Where’s my 1098?
The IRS does not require a 1098 be provided to the tax filer, nor the interest information be reported to them when the interest amount paid is $600 or less. However, the interest information will be listed on your December account statement of the previous year and can be used for tax filing.

I tried to find an eDocument and it doesn’t appear in my list. How do I find this?
It is possible that your eStatement could have been Archived upon last viewing and removed from view. From the Statements and Documents page select 'Historical' link.

I’m trying to view a check image, and it states that no image is available. How can I get a copy?
Check images are made available within online banking if the merchant has not converted the check to an electronic payment. If the check payment has been converted to an electronic payment, an image will display as unavailable.

I need to see an older eDocument than what is in my eDocuments list. How do I find these?  
Older eDocuments can be found by selecting the 'Historical' link on the Statement and Document page.

Online Banking Security

Is Online Banking secure?
Yes. Your information is always safe, protected, and secure with the latest security technology. DCCU uses SSL technology that securely encodes data transmitted over the internet between your computer or mobile device, and DCCU. This ensures that your information remains safe, secure, and confidential at all times.

What is Multi-Factor Authentication Security?
Multi-Factor Authentication is a feature for online banking and online applications that gives you and your accounts an additional layer of protection from fraud by using more than one method to confirm your identity. Our Multi-Factor Authentication has the following security features:

• Verify by Phone Call or Text: This system requires you to enter a security code that is delivered by phone call or text before proceeding with a transaction. This type of verification may be presented when our Online Banking system needs to validate your identity in order to complete actions such as: changing your email address or phone number, using the forgot password function, or other significant account changes.

Why is Multi-Factor Authentication necessary?
The Federal Financial Institutions Examination Council (FFIEC) has determined that the security provided by a single password may be defeated with new technology being employed by high-tech hackers of today. In response, regulators have mandated that enhanced security precautions be implemented to increase online safety and make accounts more secure while preventing spoofing attempts by fake look-a-like websites.