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.

Why do I have to pick security questions?
Your security questions add an extra layer of protection to your account. You will be randomly prompted for your security questions when logging in and performing actions within online banking.

What are the security challenge questions used for?
Your security questions will be used to verify your identity to help protect against an unauthorized user gaining access to your account.

Why do I need to pick a security phrase and a security image?
Your security phrase works in conjunction with your security image. These security features let you know that you are on DCCU’s website, not a fraudulent or phishing site, and the account you are logging in to is your own.

Signing In to Online Banking

How do I verify my personal image? 
You will verify your personal image by making sure the image displayed matches the image you initially chose.

What if my personal image is not correct?
If your personal image displayed is not correct, you will want to validate the correct username was entered.  If your username was entered correctly, contact us as soon as possible.  

What if I forget my username?
Resetting or confirming your username requires additional account verification. Please contact us so we can get this resolved for you. 

What if I forget my password?
Select the “Forgot Password” link from the login page.  If you are unable to reset your password contact us so we can get this resolved for you.  

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 log-in 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.

What if I forget my security questions?
Resetting security questions requires additional account verification. Please contact us so we can get this resolved for you.  

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

Why did I receive an Outdated Browser message at log-in?
At log-in, Enhanced Online Banking will check the browser version of the computer logging in. Currently DCCU supports the current, and the two previous versions of Internet Explorer, Safari, Firefox, and Chrome. For example, this means that Internet Explorer 8, 9, & 10 are supported, but 6 & 7 are not. Internet Explorer 6 was replaced in 2006, and Internet Explorer 7 was replaced in 2008. In order to have the most secure and functional experience inside Enhanced Online Banking, a modern browser is necessary. Many security vulnerabilities also exist in older browsers, which is why DCCU cannot support older versions of browser software. Members can choose to update their browsers using the links in the message, or they can continue to Enhanced Online Banking by clicking the link to continue.

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? 
You may click on the link for each 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 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 Accounts Summary page?
Each section of your Accounts Summary page is collapsible using the small triangle in the blue heading bar, and can be expanded again by clicking the same triangle.  You may also click on Edit Page in the upper right and click Reset to return your View Accounts page to the default settings.

Can I change my phone number, address, or email in Online Banking?
Yes, under the “Alerts & Settings” tab in Online Banking you can change your contact information that we have on file at DCCU.

Can I request a stop payment on a check in Online Banking?
Yes, under the “View Accounts” tab in Online Banking 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 home screen?
One of the best parts about Enhanced Online Banking is the ability to customize the Account Summary screen. You can move or minimize modules and can even hide modules using the Edit Page link on the Account Summary screen. You can move a module on the home screen by moving your mouse over the triangle in the top right of the module, left clicking your mouse, then dragging that new module to the position you wish it to be.

How do I reset my home screen back to the defaults?
To reset your home screen back to the defaults, click the “Edit Page” link. When the “Customize Your Page” dialog box appears, click “Reset” at the bottom of that new page.

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

How do I logout?
When you are finished with your online banking session, please remember to logout by clicking “Log Out” in the top right hand corner.

When clicking on the Account Activity link, how do I change the history that I am viewing?

1. Click on the dropdown next to Account History, change it to the desired account, and click “Search”
2. If you’d like to see specific transaction types or a larger date range, you can add those criteria, and when “Search” is clicked, it will show you the results.

I asked for 90 days of history. Where are all my transactions?
The Account History will only show 20 transactions at a time. There are links to more pages of transactions on the bottom left hand side of the page, just above the WebConnect section.

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?
From the Account Activity tab, look under the Account Details section on the upper right side of the page. Click the word “Change” beneath the current account nickname, enter your desired name, and click save.

I see my most recent account statements, but where are all of my older statements?
The first eStatement screen that comes up shows two years and one month of past statements. To view statements from over two years and one month ago, click on the numbers at the bottom right of the page to move to older statements.

When I view my eNotices, why do I only see information, but not the actual form?
When viewing eNotices, you’ll need to make sure you note which document link you clicked, so you know if you’re viewing a 1098 or 1099. The absence of 1099/1098 form structure is a known issue, and is scheduled to be resolved in mid-2014. DCCU mails out 1099 and 1098 forms every spring, so be sure that you keep the paper copies on file in 2014.

How can I set up my alerts for things like: balances, checks cleared, and daily notices?
Under the Alerts & Settings tab, click “Manage Alerts”.

When I choose my credit card in the Account Activity/Account History Section, why can’t I see my transactions?
To access your credit card transaction history, you’ll need to go back to the Account Summary page, and click on the link to your credit card. The history is currently unavailable in the Account Activity screen of online banking.

How can I send and receive secure messages?
From the Alerts & Settings tab; you can also access your personal secure message inbox and compose new secure messages to send to us with any issues or concerns you may have from within the new online banking site. You can also securely attach files within the secure messaging Inbox.

How can I see more accounts on the Account Summary page?
Additional accounts with DCCU can be seen in the “My Other Accounts” module on the Accounts Summary page. You can see different accounts with the same login as long as the account owners are the same. For example, if you are the sole account holder on one account and a joint owner on another account then we can configure the account where you are the sole account owner to view information on the other account. However, we would not be able to configure the account where you are a joint owner to be able to see the account where you are the sole owner without a signed document from the other account holder. This is to protect member information and ensure that all account holders are aware of who can see transactional information from within Enhanced Online Banking. To easily access other accounts, you can alternatively add them to the switch accounts module. This will allow you to switch back and forth between different accounts after entering the password. If you would like to see more accounts on your summary page, please send us a secure message, or call our Service Center.

How can I remove accounts on the Account Summary page?
If you currently see an account under “My Other Accounts” it means that you are an owner on that account. If you do not wish to see that account, it can be removed. If you would like to remove accounts on your summary page, please send us a secure message, or call our Service Center.

Setting Up Personal Reminders
Personal reminders are email alerts you can set up. Personal reminders can only be configured as one time alerts; however multiple (one-time) personal reminders can be set up. There is no limit as to how many personal alerts can be scheduled.

How does the Transaction Inquiry feature work?
In the Account Activity screen you have an option to perform a “Transaction Inquiry” for specific transactions. The subject of the inquiry will be automatically populated with the information for the transaction in question. The message field can then be populated with any questions you might have. When the inquiry is submitted, it will be routed to an Online Banking Expert for a response.

How do I view transactions from a specific merchant?
Go to the Account Activity Page

• Account History: Choose the suffix you would like to search from the drop down
• Show: Highlight the radio button for the length of time you are searching
• Show Only: Choose all transactions or the type of transaction you would like to view
• Description: Type the merchant name. If you don’t know the exact spelling, search for a sequence of letters in the merchant’s name.

Where can I see the interest rate on my loan?
The “Account Details” section in Online Banking displays the interest rate on loans. You may also view your loan interest rate on your monthly eStatement.

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 Transfer Funds 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 Quick Transfer, by clicking on Transfer Funds 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 Manage External Accounts link under the Transfer Funds page and click “Add an account at another financial institution that is not listed above.” 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 Transfer Funds. 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” account?
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 “Transfer Funds” tab. You have the ability to transfer one time and setup recurring or future transfers.

Can I edit or delete a scheduled transfer?
Yes, you can click on the pencil and paper icon next to the transfer you want to edit, or click on the red “X” to delete a transfer.

Can my scheduled transfers be sorted?
Yes, you can click on the column header to sort by Amount, Next Transfer or Deliver By.

Can my transfer history be sorted?
Yes, you can click on the column header to sort by Amount, Transfer Date, Completion Date, Status and Description.

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 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 Bills page and then select Payees. From here, you will select “Add Payee.” 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 Bills page and then select Payment Center. You may also schedule a new payment from the View Accounts page under “Make a Payment.”

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 Messages and then Compose New or by selecting “Inquire” next to the payment. You may also want to ensure that the payee address and account number are correct. You may verify this information by selecting the “Payees” link. 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 amount 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 payment.

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.

Why don’t all of my scheduled payments show up on the Homepage (Overview tab)?
The Homepage (or Overview tab) of Bill Payer only displays scheduled payments for the next 30 days. All scheduled payments show up on the Bill Pay page under the “Payment Center” tab.

Credit Card Payments

How do I make a DCCU credit card payment?
You may process a credit card payment from the Transfer Funds page or by using Quick Transfer. 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 which can be sent to your email address or as a text message to your mobile device. 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, select the Alerts and Settings page within online banking and then select Manage Alerts. 

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.

How do I print my eStatement, eNotices, or eTax Forms?
Your eDocuments can be printed if necessary. The printing options available will depend on the type of web browser (ex. Internet Explorer, Chrome, Firefox, etc.) that you are using. If you are unable to print your eDocuments, please contact us for assistance. 

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. There is a box just above your statement list on the eDocuments tab that states "Show Archived eStatements".  Checking this box will enable you to see documents that have previously been archived. You may also select “Historical eDocuments” to locate older documents on your account.

My eDocuments are not in the correct date order. How do I fix this?
To correct the order in which your documents show, you may click on “Statement Date” which will resort your documents by date. 

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 eDocuments” link under the eDocuments page in online banking.

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:

• Personal Security Image & Passphrase: These are selected by you and should show every time you log in to DCCU Online Banking. Seeing your selected security image and passphrase lets you know that you are accessing DCCU and not a phishing (fraudulent or compromised) Online Banking site. When you see your security image and passphrase, you know it is safe to enter your password.
• Challenge Questions: These are security questions and answers that are chosen by you. DCCU staff cannot see your security questions or answers. The security questions 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.
• KBA Challenge Questions: These are security questions that you do not choose, but only you as the account owner will know the answer to. The KBA Challenge Questions 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.
• Verify by Phone, Text, or Email: This system requires you to enter a security code that is delivered by phone, text, or email 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.