|
|
Online Banking Frequently Asked Questions
|
These are some of the most common questions and answers about OnPoint Online Banking and Bill Payment.
General Questions
What account transactions can I complete using Online Banking?
Does Federal Regulation D apply to Online Banking transfers?
What if I have applied for Online Banking, but have not received my password?
Can I change my password?
What do I need to use Online Banking?
What browser do I need to access Online Banking?
How do I determine which browser I’m using? What if I need to upgrade?
How safe is my account information?
Bill Payment Questions
How do I sign up for Bill Payment?
When will my account be billed?
What if I have applied for Bill Payment, but have not received my forms?
Which bills can I pay with the Bill Payment service?
How many days does it take for a payment to reach my payee?
When a payee changes the way they accept payments from check to electronic, will I see the change?
What should I do when I set up a payee online with a required account format that is different than the account format on my bill?
What is the timeframe for scheduling a payment?
How do I cancel a payment before it is sent?
How do I cancel a recurring payment?
How do I cancel a payment that has already been processed?
How do I cancel Bill Payment service?
Troubleshooting
I entered my member number and password, and I still can’t access Online Banking.
Do I have to press the Sign Off button in order to exit Online Banking?
What if I make an incorrect transaction on my account?
I attempted to transfer money from one of my accounts to another, but the balances do not reflect the change.
I received a "Server Down" error message when trying to access Online Banking. What does this mean?
What does a "Service Temporarily Unavailable" error message mean?
What should I do if I receive an error message that says "Your membership cannot be verified," OR "Your password is incorrect. Please verify and re-enter."
I forgot my password. What should I do?
Who should I contact if I have other technical questions?
Additional Assistance
For questions or concerns not addressed on this page, please refer to one of the following sources:
Online Help
Simply click the "Help" button while you are logged on to Online Banking. We have extensive online help available.
Account and Online Banking Enrollment
Contact Member Services at 503.228.7077 or 800.527.3932 or email us at info@onpointcu.com.
Technical Support
Contact our Technical Support Team M-F 7:00 a.m. - 7:00 p.m. 503.228.7077 or 800.527.3932.
Bill Payment Issues
For issues related to Bill Payment (for example: When was a bill paid, or repayment questions), call M&I Bill Payment Services at 800.823.7555. Customer Service Representatives are available from 7 a.m. to 9 p.m. CST Monday - Saturday.
General Questions
What account transactions can I complete using Online Banking?
You can complete the following transactions using Online Banking:
- Review account balance and transaction history for your deposit and loan accounts (excludes home mortgage loans).
- Review information on your loan account including payoff amounts, due dates, and balance information.
- Transfer funds between your savings, checking and loan accounts. Federal Regulation D limits may apply. See below Does Federal Regulation D apply to Online Banking transfers?
- Transfer funds to accounts of other members (advance written authorization required).
- Export account information for downloading to Quicken® or Microsoft Money®
- Use Bill Payment to pay monthly bills from your checking account to make one time payments, or schedule recurring payments, and check on previous payments for up to 90 days. See Bill Payment Questions.
- Create a personal stock quote portfolio and track up to 20 stocks.
More information is available in Online Banking Agreement and Disclosures.
Does Federal Regulation D apply to Online Banking transfers?
Yes, Federal Regulation D applies to Online Banking transfers from savings accounts. Regulation D is a Federal Regulation that limits transactions in savings accounts. The OnPoint accounts that are affected are Regular Savings, Market Rate Savings and Teachers Deposit Fund. Checking accounts do not have any transaction limits.
With Regulation D, you are limited to a maximum of six (6) of the following types transactions per month from the same savings account:
- Transfers over the phone with a Member Service Representative
- Transfers using Telephone Teller
- Transfers using Online Banking
- Overdraft transfers
- Preauthorized transfers including ACH debits
Once you reach the maximum six (6) transfers in a month from the same account, future transfers from the account will not take place. This could result in insufficient funds or overdraft fees, depending on your account balance.
Please note that transactions performed at a branch or ATM are not restricted by Federal Regulation D.
Further information concerning transaction limits can be found in the OnPoint Membership and Account Agreement and in Online Banking Agreement and Disclosures.
What if I have applied for Online Banking, but have not received my password?
You should receive your password by email within two days of request. You may contact Member Services at 503.228.7077 or 800.527.3932, or email us at info@onpointcu.com for assistance.
Can I change my password?
Yes. While you’re in Online Banking, click on the Options button from the Account Access page to change your password. Changing your Online Banking password will not change your Telephone Teller password.
What do I need to use Online Banking?
- PC or Macintosh
- Internet connection
- Online Banking password
- A recommended browser (see below)
What browser do I need to access Online Banking?
You must use a browser that supports encryption. We recommend Netscape Communicator 7.0 or higher or Microsoft Internet Explorer 7.0 or higher for both PC and Macintosh computers. If you are using a Macintosh computer, you may also use Safari V1.2. The browsers we recommend offer a higher encryption, giving you increased security.
How do I determine which browser I’m using? What if I need to upgrade?
In Netscape Navigator, click on Help, then click on About Netscape Navigator. Click here to upgrade to a newer version of Netscape now.
In Microsoft Internet Explorer, click on Help, then click on About Internet Explorer. Click here to upgrade to a newer version of Explorer now.
In America Online's Web Browser, click on Help, then click on About America Online.
For additional assistance, Contact our Technical Support Team M-F 7:00 a.m. - 7:00 p.m. 503.228.7077 or 800.527.3932.
How safe is my account information?
First of all, your account is password protected. Even if someone knows your account number, they cannot access your accounts without your password. For your safety, if this password is input incorrectly five times, the account is automatically locked (you can contact us at info@onpointcu.com if you forget your password.)
Also, Online Banking uses encryption to send and receive account information and transactions. This means that information is "garbled" as it is transmitted via the Internet. The garbled information is translated after it reaches OnPoint’s secure system. Your accounts (and our computer system) are not located on the Internet or Web. They are only accessed from behind a "firewall." A firewall is a security barrier set up between a company’s internal systems and outside systems. Firewalls are designed to keep hostile visitors out and to protect a company's internal information.
We use the best available technology in security, firewalls and encryption to ensure that your accounts are safe. OnPoint is very proactive when it comes to security.
Bill Payment Questions
How do I sign up for Bill Payment?
You can register for Bill Payment while you are in Online Banking. Simply click the Bill Payments button to get started.
When will my account be billed?
If you have a OnPoint Interest Checking account Online Bill Payment service is absolutely free! If you have a OnPoint Basic Checking account the first 90 days are free. After that the $3.95 will automatically be deducted from your account on the 5th of each month or the next business day following the 5th.
What if I have applied for Bill Payment, but have not received my forms?
You should receive your Bill Payment account number and personal identification number separately within 10 days of online bill payment registration. If it has been more than 10 business days, call M&I Bill Payment Services at (800) 823-7555. M&I will research your application and resend your Bill Payment account and personal identification number if necessary.
Which bills can I pay with the Bill Payment service?
You can pay anyone in the U.S. with this service – from your babysitter to the phone company, to VISA, etc. Depending on the type of payment your payee accepts, your bills will be sent either electronically or by check. The remittance type (electronic or check) for each payee is automatically researched when you set up your payee list while you are in Online Banking.
How many days does it take for a payment to reach my payee?
When M&I Bill Payment Services receives your payment request for a payee that does not accept electronic payments, they cut a physical check on your behalf and send it via the US Postal Service to your designated payee.
Consequently, you should allow at least 10 business days for a payment by check. Allow at least 4 business days for an electronic payment.
When a payee changes the way they accept payments from check to electronic, will I see the change?
Yes. You will see the remittance type change from check to electronic.
What should I do when I set up a payee online with a required account format that is different than the account format on my bill?
Call M&I Bill Payment Services at (800) 823-7555. The phone representative will research the payee information. If the account format is incorrect, it will be updated in the Bill Payment database.
What is the timeframe for scheduling a payment?
It is best to schedule a payment the day before you would like it to go out. Example: If today is Tuesday and you want to schedule a payment to go out on Wednesday (tomorrow), you’ll need to schedule this on Tuesday by 9:00 p.m. Pacific Time.
How do I cancel a payment before it is sent?
While you are in the Bill Payment section, you can modify and delete any pending payments by clicking on the "pending payments" button.
How do I cancel a recurring payment?
In the Bill Payment section click on "view payments", select the payment and click "delete."
How do I cancel a payment that has already been processed?
Payments by check - Contact M&I Bill Payment Services at (800) 823-7555 to place a stop payment. There is a $15 fee for stop payments. This fee will not be assessed if M&I is responsible for the error.
Electronic Payments - Stop payments cannot be placed on electronic payments once they have been sent.
How do I cancel Bill Payment service?
Contact OnPoint Member Services at 503.228.7077 or 800.527.3932, M-F 7:00 a.m. - 7:00 p.m. You can also email your request to info@onpointcu.com.
Troubleshooting
I entered my member number and password, and I still can’t access Online Banking.
Please review and re-enter your member number. This is the 5- or 6- digit number that appears on your statement.
NOTE: If you are reading your member number from your checkbook, please be aware that the last digit (single number) in the string of numbers that includes your member number is not a part of your member number. You will be unable to access Online Banking if you include this digit in your member number.
If you have verified that your member number and password are correct but you still cannot login, contact Member Services at 503.228.7077 or 800.527.3932, or email us at info@onpointcu.com for assistance.
Do I have to press the Sign Off button in order to exit Online Banking?
No, but we strongly suggest that you do so. By properly exiting Online Banking, you can be assured that all communication is severed and that your account is secure.
For your security, your Online Banking session will end (time-out) after a period of inactivity. This prevents other people from accessing your accounts should you leave your computer unattended. When your session times-out, you will be required to go back to the Sign-in screen and re-enter your account number and password. You may change the length of your "time-out" session within User Options.
What if I make an incorrect transaction on my account?
If you perform a transaction by mistake, you should be able to undo the transaction since you are given a confirmation option to complete the activity or cancel it. If you have confirmed it by mistake, contact OnPoint at info@onpointcu.com or call Member Services at 503.228.7077 or 800.527.3932 for assistance.
I attempted to transfer money from one of my accounts to another, but the balances do not reflect the change.
When performing internal account transfers between 6:00-7:00 p.m. (Pacific Time) Monday through Friday, you may notice that 1) the balances on the transfer confirmation window are not correct or 2) the transfer does not appear in the account history right after you make the transfer. This is because we close our books at the end of each weekday. This process takes about an hour. Once the books are closed, the transfers are applied. You can log back in after this time to verify that your transfers have been completed.
I received a "Server Down" error message when trying to access Online Banking. What does this mean?
In most cases, this means that your Internet service provider is experiencing problems and their server is down. However, each service provider has its own error messages, so you will need to check with your provider for its specific message.
What does a "Service Temporarily Unavailable" error message mean?
This message is displayed when Online Banking is temporarily down for system maintenance or is experiencing telephone circuit problems. Try again periodically. If the message is displayed repeatedly, please contact OnPoint.
What should I do if I receive an error message that says "Your membership cannot be verified," OR "Your password is incorrect. Please verify and re-enter"?
- Verify and reenter your password.
- Make sure the Caps Lock key is off. Since passwords are case sensitive, the Caps Lock key may alter the way your password is being entered.
- If you have not logged into Online Banking in three months or more, your Online Banking registration may now be inactive and your password needs to be reset. Please contact OnPoint if you need to receive a new password.
- As a security measure, the Online Banking system will allow five invalid password attempts and will lock out the account on the sixth try. Please contact OnPoint for assistance to reset your password.
I forgot my password. What should I do?
Contact OnPoint, at 503.228.7077 or 800.527.3932 or email us at info@onpointcu.com. We will reset your password for you.
Who should I contact if I have other technical questions?
Contact our Technical Support Team M-F 7:00 a.m. - 7:00 p.m. 503.228.7077 or 800.527.3932.
|
|
home | online banking login | rates & calculators | join now
