To help you with the transition, we have put together a list of frequently asked questions with answers. If you need further assistance or have additional questions, please contact our Service Center at 540-946-3200.
Q: What is changing?
A: We’ve listened to feedback from our members and are excited to offer a faster banking experience with a modern look and feel.
Key features include:
- Faster performance
- A single experience for Online Banking, whether on desktop or mobile
- Mobile eStatements
- New card alerts and controls
- Self-service account opening for savings accounts
Q: Will I need to reset my alerts?
A: The alerts feature has been upgraded to provide many new alert options as well as new ways to receive your alerts, including push notifications on your mobile device. This does mean that you will need to set up your account alerts and card alerts again after logging in for the first time. Fraud alerts, however, will not need to be set up again.
Q: Will I need to change my password?
A: Probably not, most members will not need to change their passwords. However, if you haven't changed your password in more than ten years, and your password no longer meets the Credit Union's current complexity standards, in that scenario, you will be asked to change it after logging in the first time.
Q: Will Online Banking still ask for a passcode after I enter my username and password?
A: For your security, Online Banking will continue to ask you from time to time to validate your login credentials with a one-time passcode. However, there will be new, convenient ways to get that passcode, including via email and the Google Authenticator app.
Q: Will I still be able to use Quicken or QuickBooks?
A: After the upgrade, importing transactions may be disrupted for a few days. If you find that automatically importing your transactions does not work and you use the Express Web Connect connection method, please log in to Online Banking to download and import your transactions manually until service is restored. In addition, if you find that your password no longer works, call the Service Center for assistance with resetting it.
Q: Will my budgeting applications like Mint, YNAB, or Simplifi be able to access my accounts in the new Online Banking?
A: It may take a few days before the developers of these applications update their connections to Online Banking, but the connections should resume working soon. Contact the software provider if you need assistance or if the delay takes longer than expected.
Q: Will my current deposits and automatic drafts be affected?
A: Since your account details, including your account number and routing number, are not changing, all current direct deposit transactions and automatic drafts will continue to be processed as usual.
Q: Will my debit card be affected?
A: Your card details, including your card number, are not changing. Your debit card will continue to work as usual, and you will have access to additional card controls including the ability to turn your card on/off, block transactions at merchants or online retailers, block transactions over specific dollar amounts, and you can enroll in a variety of alerts.