Capital Credit Union - CU Online FAQ's

CU Online FAQs	Bill Payer FAQs	E-Statements FAQs
General	General	General
Enrollment	Signing Up	Signing Up
Security	Account Information	Hardware/Software Requirements
Hardware, Software, & Internet Service Requirements	Payees	E-mail Provider Questions
Member Support	Payments	Security Information
Troubleshooting	Repeating Payments	Miscellaneous Information
Account Information		Printing/Storage Information
Transferring Funds

CU Online FAQs

General

What is CU Online?
CU Online is your Credit Union's newest electronic service on -line account access through the Internet. Designed to provide you with the best in modern, secure remote access, CU Online allows you to access your account information and funds, 24 hours a day from your personal computer.

What types of accounts can I view with CU Online?
With CU Online, you can view all of your Credit Union accounts including checking, savings, loans, Visa, CD's and IRA's.

What can I do on-line?
Currently, you can:

Check real-time account balances
Review account information and history
Transfer funds between accounts
Track your stocks
Set up scheduled transfers
Request a withdrawal by check
Reconcile transactions that have cleared the Credit Union
Make loan payments
View and print statements
Stop payment on checks
Download your posted transaction information to personal financial management software such as MS Money or Quicken
Pay your bills via our Bill Payment feature

How much does CU Online cost?
CU Online account access is free! Our Bill Payment service is also free!

Enrollment

How do I enroll for CU Online?
Simply pick up or request a CU Online brochure/application from Capital Credit Union or fill out the online application and send it in.

Once I've enrolled, can I use CU Online?
Once you receive your PIN, use it to access CU Online anytime by clicking on the CU Online icon on our homepage (www.capcu.org).

Security

What type of security is used by CU Online?
CU Online uses an integrated security system to protect your account data from exposure to unauthorized persons. This system is a three-tiered security policy that governs all aspects of the CU Online service. Each tier governs a unique aspect of your CU Online session and transactions with the Credit Union. These policies form a rigid security implementation that enables members to conduct business with the Credit Union via the Internet with an extremely high degree of security.

Can anyone from the "outside" access the Credit Union's database?
At no time does anyone from the outside world have access to the Credit Union's database via the Internet. Any and all requests for data must pass through two distinct validation and control centers. Each request and answer is logged at each stop through the firewall. Additionally, any suspicious activity is logged and causes an alarm.

What is encryption?
Encryption occurs for all information going to and from both you and CU Online. Simply stated, encryption is "mumbo jumbo". Encryption takes meaningful text and numbers and scrambles them into numerical nonsense before transmitting them across the Internet. This process uses complex mathematical formulas to create a key that is used to translate the "mumbo jumbo" nonsense back into meaningful data. There are billions of potential keys and a different one is used for each on-line session with CU Online. The key to be used is established when the on-line connection is made between your computer and CU Online. Your next on-line session will use a completely different key!

And what about my personal account?
Your personal account also has an additional two-layers of security surrounding it - your User ID (account #) and your 4 - 16 digit PIN. Both are individual codes specific to your account only. Additionally, the CU Online system will automatically lock access to your account should five unsuccessful attempts to access your account be made.

Hardware, Software & Internet Service Requirements

What type of personal computer do I need to access CU Online?
You do not need a special computer configuration to access CU Online. Generally, faster processors will give you a better/faster experience. We recommend the user have at least a 486 processor (Pentium preferred). Macintosh computers will also access CU Online.

Are there any requirements for my modem?
For optimal graphics and data transmission, you should have the fastest modem your connection will support. However, because most computer owners do not have high speed connections, CU Online is designed to transmit information and load graphics quickly using a 28.8 Kbps modem.

And, what about my Internet browser?
To access CU Online, you need to use an Internet browser that supports security encryption. CU Online supports both Netscape Navigator 4.7 or higher or Microsoft Internet Explorer 5.0 or higher. Unix and Macintosh versions of these browsers will also work with CU Online.

Does it matter who my Internet Service Provider is?
Having Internet access is the key to CU Online. It is important to note, you must use a browser that supports CU Online. If you subscribe to America Online, the current standard browser version offered is Microsoft Internet Explorer 5.0. These meet our security standards.

What should I do if my browser level is not supported by CU Online?
CU Online will not allow connections from browsers that do not support high level security encryption. If your browser level is not acceptable to meet our specific security protocol, you can go to the Netscape or Microsoft home page and download the acceptable version.

Can I connect to CU Online from within another network?
You may experience difficulty connecting to CU Online if you use a PC that is part of a network, such as a LAN or WAN that is connected to the Internet. Frequently, security barriers on many networks can prevent connection with secure, encrypted Web sites. If you experience difficulties in connecting from a networked PC, ask your network administrator about possible interference caused by security barriers.

Do I need any specific Credit Union accounts to access CU Online?
You are not required to have a specific Credit Union account type to have access to CU Online. However, you do need to have a Credit Union account and a CU Online password. To enroll now and request your password, simply click here.

Member Support

What type of member support does CU Online have?
CU Online has an on-line help feature that can help answer many questions you may have when you are using CU Online. Members may also direct questions to Capital Credit Union at (701) 255-0042 or 1-800-735-6922, Monday - Friday, from 8am - 6pm, and Saturday, from 8am - 5pm.

What if I have questions regarding my Bill Payment Service?
Member support is available by calling Capital Credit Union at (701) 255-0042 or 1-800-735-6922.

Who do I contact if I forget my password?
If you forget your password, you need to call Capital Credit Union. After verifying you are the accountholder, your password will be sent to you via U.S. Mail. For security reasons, passwords are not provided over the phone.

How do I change my password?
To change your password, go into User Options and click on "Change Password." Your password change will be effective immediately.

Troubleshooting

Why can't I login successfully and/or why did the system lock me out?
The system locks you out after five unsuccessful login attempts. This is a security feature to prevent someone from trying to guess at your PIN. This may be happening for the following reasons:

You have typed in your account number wrong. If you are looking at your check blanks for your account number, you must leave off the first 0 and the last digit.
You have mistyped your PIN.

If this has happened to you, please contact Capital Credit Union at 255-0042 or 1-800-735-6922. Only Capital Credit Union can unlock your account.

Account Information

What types of account information is available with CU Online?
With CU Online, you can view the balance and transaction history of all of your Credit Union accounts, including checking, savings, CDs, IRAs, Visa and loans.

How can I see if a check has cleared?
By clicking on your checking account name in the "Account Summary" screen, you can view all checks that have cleared your account. For example, to find out if a check you wrote last week has cleared, simply click on your checking account name in the "Account Summary" screen. Sort by check # by clicking on the toggle switch in the header. All the transactions that have cleared your account for the past number of days selected will display. Look to see if the check is there!

How many months of Account History does CU Online have available?
Account History will allow you to view all transactions on a particular account, beginning with the date you select. History is available for the current month in addition to the previous 6 months for savings and the previous 3 months for checking.

Why can I see more than just my immediate accounts?
Due to some maintenance on our computer system, you will now see any accounts that you are a joint owner on. If you do not wish to view these accounts, you may hide them by clicking on User Options, Change Account Nicknames. Uncheck any that you do not wish to see and click Change. If you wish to change your status on an account, please stop by any location or contact a Member Service Representative at 255-0042.

How do I download account information to import to Quicken or MS Money?
If you wish to download your account history into your personal financial management software (Quicken or MS Money), you may do so from your account history (viewed by clicking the desired account in the "Account Summary" screen). Simply select the appropriate format for your software. You may save this file or open your software immediately. To enter the download information into your personal records, follow your software's directions.

Transferring Funds

How can I transfer funds between my accounts with CU Online?
Transferring funds between your accounts is easy with CU Online. After selecting the "Account Transfer" function from the top horizontal tool bar, a list of your accounts to which you may transfer funds to or from will be displayed. Simply enter the amount you would like to transfer, select the appropriate accounts and click on "Transfer Funds". It's that easy.

Do I receive a confirmation that my transfer is complete?
After verifying your transfer information, you will receive a confirmation of your transaction. This screen will display a confirmation number. This number will appear in your account's transaction history as well as on your account statement.

If I transfer funds to make a payment, will it post right away?
It will in most cases. However, if you make a payment after 8 pm on a given day, it will not post until the next day. Keep this in mind when making loan payments.

Can I withdraw funds with CU Online?
Withdrawing funds from your Credit Union account can be done by check. For security purposes, all check withdrawals are made payable to the primary owner of the account and are mailed to the address on record. To do so, go to the "Account Transfer" button, enter the amount, select the appropriate account for the funds to come from and in the "Choose a TO account", please select "CHECK REQUEST."

Bill Payer FAQs

General

What is Online Bill Payment?
CU Online's bill payer is an easy way to make payments without writing a check. Simply by selecting a payee from your personal bill payer screen, you can enter an amount to pay and the date you would like the funds to come out of your account. The funds are automatically deducted from your checking account to make your payment.

When can I use CU Online's bill payer?
Payments can be entered 24 hours-a-day, 7 days-a-week. You can log into CU Online any time of the day or night.

Can I use Bill Payment internationally?
If you have Internet access with a secure browser, you may pay your bills while out of the country. Payments must be made to payees within the United States and its territories, and debited from U.S. bank accounts. Payments cannot be made to payees outside the U.S. and its territories.

Does Bill Payment support Microsoft Money or Quicken?
No. Bill payment does not support Microsoft Money or Quicken.

What if I need a photo copy of a check sent through Bill Payment?
This may be obtained by calling Capital Credit Union at (701) 255-0042 or 1-800-735-6922. There will be a $3.00 charge.

What if I need to stop payment on a check sent through Bill Payment
This may be obtained by calling Capital Credit Union at (701) 255-0042 or 1-800-735-6922. There will be a $25.00 charge.

What if I have other questions regarding my Bill Payment Service?
Member support is available by calling Capital Credit Union at (701) 255-0042 or 1-800-735-6922..

Signing Up

How do I register for online Bill Payment?
Registering for Bill Payment can be done on-line:

1. Click the Bill Payment button.

2. Click the "click here to register" link.

3. Read and accept the terms and conditions.

4. Complete the registration form. After submission, the registration form is electronically forwarded to Capital Credit Union for review. When Capital Credit Union has approved your application, you will receive an approval e-mail.

If you try to access Bill Payment during the application-processing period, you will be shown a page indicating that you have already registered for Bill Payment electronically. You will receive an activation e-mail indicating that you can start using Bill Pay.

When can I start using Bill Pay?
After you receive your activation e-mail. (Prior to the activation e-mail, you will receive an Approval or Denial email from Capital Credit Union)

Account Information

Can I use Bill Payment with all my accounts?
Bill Payment is limited to your primary checking account.

Why can't I have bills paid from my savings account?
By federal regulation, your savings account is classified as a non-transactional account. Savings accounts are limited to the number of unsigned transactions per month and cannot be used by CU Online's bill payer.

How are Bill Payment transactions reflected on my checking account?
All Bill Payment transactions are reflected as a debit on your account statement.

How are multiple bill payments scheduled within a single day debited?
Each bill payment is debited separately.

When are funds debited from my checking account?
Your checking account will be debited on the processing date of the payment. This is the date you selected when setting up the payment.

Can I "bounce" a bill payment?
If you do not have sufficient funds in your account the day your payment is scheduled to be made, your bill will still be paid and you may be charged a NSF fee. However, overdraft protection is recognized by the bill payment system and will cover your payment if you have insufficient funds.

Payees

How do I add new payees?
Payees are added using the Payee Maintenance screen. You can search for a payee in the system or you may add a payee manually.

How do I search for a payee?
To search for a payee:

1. Click the Payee Maintenance button and then click Add Payee. You will be presented with the option of searching for your payee based on the General or Credit Card method.

2. Enter the information for the type of search you wish to conduct, then click the Search button. A list of payee matches will appear.

3. Select the payee whose address matches the address on your payment coupon only.

If the search does not return your payee, you must add the payee manually.

How do I manually add a payee?
To add a payee manually:

1. Click the Payee Maintenance button and then click Add Payee. The Add New Payee screen will appear.

2. Click the Add Payee Manually button and enter all of your payee’s information including the payee name, remittance address, contact phone number, and a nickname for the payee on the payee information screen.

3. Click the Submit button to add the payee to your list.

Please note that if you add a payee manually, the first payment will automatically be made by check. If the bill payment processor has (or can set up) an electronic relationship with the payee, subsequent payments will be made electronically.

Can I sort my list of payees?
No. Payees will appear in alphabetical order on the payee list.

How do I delete a payee?
Please note that all pending payments must be deleted 24 hours before a payee can be deleted. Clink the link for instructions on how to delete a pending payment.

To delete a payee:

1. Click the Payee Maintenance button. The Payee screen will be displayed showing all payees that you have set up.

2. Click the check box to select each of the payees you wish to delete then click the Delete button. A new screen will appear listing only the payee(s) that you selected.

3. If you have selected the wrong payee(s), you may click the Cancel button to stop the deletion process. Otherwise, if you are certain that you want to permanently delete the payee(s), click the Delete button. A final screen will appear to confirm that the deletion has been successful.

How do I change my payee's information?
Only the Nickname and your Account Number with the payee may be edited once a payee is set up. In order to change the name and/or address, the current payee must be deleted and a new payee added. Click here for instructions on deleting a payee.

To change a payee’s nickname, or your account number with the payee:
1. Click the Payee Maintenance button.

2. Click the check box to select the payee(s) you wish to change, then click the Edit link. A new screen will appear displaying the payee(s) you selected.

3. Change the account number and/or nickname by typing over the existing information. When you have made all of your changes, click OK. A confirmation screen will appear to confirm that the update was successful.

What happens if the payee name changes?
If your payee changes names (i.e., due to a merger, etc), notify your Bill Payment Processor. (Go to the Support page for the telephone number.) The payee will be contacted to verify the name change. Once this verification has been made, the name will be changed automatically.

If I select an incorrect payee and this causes a posting delay and late charge, what is the process and who pays the late charge?
If you select a payee address that matches your statement exactly, and the Bill Payment processor routes the payment to a different payment center, the Bill Payment processor is responsible for the late charge and will reimburse any payee-imposed late fees, up to $50.00. If you select a payee with an address that is different from that indicated on your statement, you are responsible for the late charge. You always have the option to manually set up a payee with the (correct) address found on the statement.

I have set up a payment to go to the address on my payment coupon, but now the address has changed. Why?
The address has changed because the Bill Payment Processor has consolidated your payment to be sent to an address that the payee has indicated this payment can be sent to. This consolidation method is used to expedite payment processing as requested by the payee.

Payments

What is a "process date" model?
Your Bill Payment processor uses the 'process date' model. Under the process date model, payments are initiated on the date you specify, as opposed to the "due date" of the payment. This means that you should schedule payments to allow at least 3 business days (before the due date) for electronic payments and at least 5 business days (before the due date) for check payments. To see which type of payment your payee accepts, go to the payee maintenance screen and look in the "Type" column.

What do payees actually receive?
Electronic payees receive payment information in an electronic format that credits their account. Non-electronic merchants or individual payees receive a laser-printed paper check sent through the U.S. Postal Service.

Are payments made electronically or by check?
Payments are made either by paper check or electronically. The method employed on any single payment depends on whether the Bill Payment processor has established an electronic payment relationship with the payee and they are found on the electronic payee database.

Is there a limit or minimum per payment that I can schedule?
The limit per payment is $9,999.00 and the payment must be at least $1.00.

How do I check the status of my payment?
Bill Payment displays the status of your payment on the Pending Payments and Payment History page in the Status column.

Can I sort the pending payments listed?
Yes. You have two sort options. You can click on the Payee Nickname column heading to sort the list of pending payment by payee (in alphabetical order) or click on the Processing Date column heading to sort the pending payments by date (earliest to future).

Can I edit a single pending payment?
You may edit pending payments prior to their processing date. For example: If your payment is scheduled for processing on 3/5 you may edit your payment until 8:45 pm PST on 3/4.

1. To edit pending payments click the Edit link of the payment you would like to change The Edit Payment screen appears.

· For one-time payments you may edit the Process Date, Memo, and/or Amount.

· For repeating payments that are pending you may edit the Payment Frequency, Process Date, Memo, and/or Amount.

2. Make your changes and click the Submit button.

Can I delete a pending payment?
Yes. Please note that if you delete a scheduled repeating payment, you will also delete all other repeating payments in that series. To delete a pending payment:

1. Click the Pending Payments button.

2. Identify the payment you wish to delete by clicking on the checkbox next to the payment. Use the date range filter, if needed, to locate the payment to delete.

3. Click the Delete link next to the payment details. The Delete Payment screen will appear, so that you may confirm that you selected the correct payment.

What is the "Duplicate Payment Exists" message that sometimes appears in the status column of the Schedule Payments Confirmation screen?
Duplicate Payment warnings result when you schedule more than one payment on the same date, for the same amount, and to the same payee. The system will not allow you to schedule duplicate payments.

If I receive an error message while scheduling payments, how can I be sure the payments are actually scheduled?
View the Pending Payments screen to verify if your payment has been scheduled. Be sure you are viewing the correct date range.

Repeating Payments

Can I schedule repeating payments?
Yes. You may schedule repeating payments for a single payee or for multiple payees.

What frequencies of repeating payments can I select from?
You can select from: Weekly, Bi-Weekly, Monthly, Semi-Monthly, Quarterly, Semi-Annually and Annually.

How do I edit a pending repeating payment?
To edit a repeating payment use the Pending Payments button.

How do I skip a repeating payment?
Repeating payments cannot be skipped, only deleted and re-added.

How do I delete a repeating payment?
To delete a repeating payment use the Pending Payments button.

CAUTION: deleting a pending repeating payment deletes all pending transactions associated with that repeating payment.

How do I view my repeating payments?
To review pending repeating payments, go to the Pending Payments screen. For payments that occurred in the past, go to the Payment History screen

E-Statements FAQs

General

What is E-Statements?
E-Statements is a FREE service to our members in which your Capital Credit Union statement(s) are e-mailed to you each month.

What are the benefits?
Just think - no more waiting for your monthly statements to arrive by traditional mail, no more statements lost in the mail shuffle, just simple reliable statements delivered to your e-mailbox. You will have your checking statement within a day or two of the first of the month and your Visa statement (if applicable) within a day or two of the fifteenth.

Signing Up

How do I sign up for E-Statements?
You may sign up in person, fill out the online application and mail it in, or log onto CU Online and click on E-Statements Signup. If you already have CU Online, your E-Statements PIN will be the first four numbers of your CU Online PIN.

If you do not have or want CU Online:

If you sign up in person, you may select your own E-Statements PIN.

If you fill out the online application and mail it in, you will receive an e-mail asking you to select a PIN (Personal Identification Number). Once you have e-mailed back your PIN choice, you will start receiving e-statements.

Hardware/Software Requirements

Are there any specific hardware requirements?
No, as long as you have an Internet connection you can sign-up for E-Statements.

Do I need any special software?
Yes, you will need Adobe Acrobat Reader. This is free software that can be downloaded from the link shown here.

E-mail Provider Questions

Can I use any e-mail provider that I want (Hotmail, Yahoo, BTI, AOL, etc.) to receive my state-ment?
Yes, you may use any e-mail provider that you would like. One thing to remember is that some of the free Internet sites have tighter restrictions as to download size of files and storage space.

Are there any known browser issues with E-Statements?
Yes - we have found that Hotmail does not always work if you are using Netscape as your browser. You may not have any problems if you are using Netscape 4.5 or 6.0 but versions 4.6 and 4.7 may not allow you to open your statement. There are no known issues when using Internet Explorer.

How long will it take to download and open my statement on my PC?
This depends on your Internet connection.

Standard Modem (Telephone Line Connection)
DSL (Fast Telephone Line Connection)
Cable Modem (Cable TV Provider)

Some other variables that will play into this equation are as follows:
PC processor speed (486, Pentium, Pentium II, Pentium III, etc.)
Time of day (Is it a high traffic time when the Internet is normally slow?)

If you are on a slower Internet connection it is probably good to start the download process and come back to your PC in a little bit. It always seems like it takes longer if you sit and watch it open!

Security Information

What kind of security is in place to protect my financial information?
The statement information will be compressed, encrypted, and password-protected with a PIN (Personal Identification Number) for your security.

How do I change my PIN?
Stop by, call or e-mail CCU at stmt4U@btinet.net

You will still have to remember your old PIN to view statements that were previously e-mailed.

Miscellaneous Information

How soon will I have my statement?
Within a day or two of the first of the month for checking and within a day or two of the fifteenth for Visa.

Will I still get a printed copy of my statement?
No, but you may still print your own copy at home if you would like.

Do I need to be signed up for CU Online?
No.

Will I get any statement stuffers or quarterly newsletters?
Members will receive monthly inserts and quarterly newsletters.

Can I have my statement sent to me without the newsletters and marketing information?
No.

Printing/Storage Information

Can I store my statements on a 3" floppy disk?
Yes - the statements are generally less than 1MB. You would probably be able to keep more on one disk if you had a Zip disk backup or something similar.

Are there any special printers' requirements needed to print my statement?
No, you may use any printer that you like. (9 PIN, DeskJet, LaserJet, etc.) Your printing speed will definitely vary depending on your printer and your printer settings.

How can I speed up the printing of my statement once I have downloaded the statement?
Click file, print, properties, select econofast, select color - grayscale.