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Frequently Asked
Questions (FAQs) |
Here is a list of questions and answers to most calls to
the CU-Online Help Desk! TIP: Use the FIND feature from your
browser (press Control-F in most cases) and specify a keyword to quickly
locate the answer to your question. You may also select from one of the
following categories to help narrow your search:
-
General
CU-Online questions
-
Answers
to common CU-Online problems and questions
-
General
BillPayer questions
-
Answers
to common BillPayer problems and questions
|
Q |
How do I
apply or enroll for CU-Online? |
|
A |
You can request an
application in person at any SFCU branch, or request an application
be mailed to you by calling your local branch. |
|
Q |
When is
CU-Online available? |
|
A |
CU-Online is available
24-hours a day, 7-days a week. However, this service may be
interrupted for a short time during system upgrades and month-end
processing. |
|
Q |
When and
how can I reach the CU-Online Helpdesk? |
|
A |
The CU-Online Helpdesk can
be reached at
967-7101 or
toll free
877-642-SFCU(7328)
Monday - Wednesday: 8:30-5pm;
Thursday & Friday: 8:30-6pm;
Saturday: 9-12pm. You can also email the
CU-Online Helpdesk at any time. |
|
Q |
What are
cookies? |
|
A |
Cookies are small files
loaded onto a user's PC which "communicate" with a web
server. These cookies store a "profile" which lets the web
server know certain demographics about the PC being used (possibly
hardware components and/or software used) as well as specific
"preferences" for the PC user. This allows the web server
to custom tailor the content viewed on the website. You will need to
have your cookies "enabled" in order to use the CU-Online
Program. |
|
Q |
Will I
receive a receipt for transaction performed online? |
|
A |
No. However, you can print
your own record of transaction if you have a printer attached to
your PC. |
|
Q |
Do I
need to load software? |
|
A |
No, all you need is access
to the Internet and a Web browser, either Netscape Navigator® 4.5
or Microsoft Internet Explorer® 4.0 or higher with 128-bit security. |
|
Q |
Are
there any fees for the CU-Online Service? |
|
A |
CU-Online is a FEE-FREE
Service provided by SFCU, including the BillPayer! |
|
Q |
When do
transactions post to my account? |
|
A |
Transactions will instantly
post to your account unless the Posting Server has been disabled.
The Posting Server is disabled nightly at 5pm. until Day-end
Processing is completed (approx. 9pm.). It is also disabled for
Month-end Processing and Saturday afternoons. If you don't see your
transaction occur immediately, please wait until the following
business day to verify your account history. |
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|
Q |
I'm
receiving a message, "Incorrect Login User ID or Password is
Invalid Password Lockout"? |
|
A |
CU-Online allows only three
chances to enter your password. After three failed attempts, it is
determined to be fraudulent activity and the account is "locked
out" and no further log in attempts will be allowed. Please
call the CU-Online Helpdesk at
967-7101 or
toll free
877-642-SFCU(7328)
during business hours to regain account access
(you will need to verify your identity at this time). You will also
receive this message if you don't have your "Cookies"
enabled. You can check to see if the option is enabled by looking
under your Internet Browser Properties and "Cookies" will
be found under the Security Section. |
|
Q |
Can I
change my password? |
|
A |
You have the ability to
change your password at any time, when using this service. This
assures you of complete confidentiality. Simply log onto the
CU-Online Program and click on the "Preferences",
button, then click the "Change Password" option. If you forget your password, please call the CU-Online
Helpdesk to re-activate this service. You will need to verify your
identity at this time. |
|
Q |
I am
receiving the message "The Internet site you are trying to view
uses a security certificate that was signed by an unknown authority.
This page cannot be viewed." |
|
A |
This probably means that
the browser you are using is of an older version that does not
understand the high-level encryption that CU-Online uses. In order
to provide you with a secure connection, you must upgrade your
browser to one of those mentioned (above). |
|
Q |
The
security message "You have requested a secure document..."
keeps popping up. What should I do? |
|
A |
CU-Online is a fully secure
application. Each time a new screen is requested, if you have not
disabled security warning messages, the browser will display a
message. |
|
Q |
What
does the message, "The maximum number of REG D transactions has
been reached" mean? |
|
A |
"REG D" is a
Federal Regulation that limits transfers from your share accounts
(except checking accounts) to no more than six pre-authorized,
automatic, electronic or telephone transfers per month. Once you've
reached your limit of six transfers, you will receive the "REG
D" message. |
|
Q |
I
downloaded the last version of Netscape Communicator and can no
longer access my account. |
|
A |
The version of Netscape
Communicator you downloaded may be the international version. This
version does not use 128-bit strong encryption. Whenever you
download new browser software, be sure to choose the 128-bit strong
encryption version. Once you complete the 128-bit strong encryption
download, make sure you have "cookies" enabled. |
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|
Q |
What is
BillPayer? |
|
A |
BillPayer is a service that
allows you to pay your bills without writing a check. This service
is available to all members who have and maintain a Draft Account
(Suffix-9) with Sidney Federal Credit Union. |
|
Q |
How do I
enroll? |
|
A |
Simply log-on to CU-Online
and click on the "Enroll BillPayer" button located on the
tool bar at the top of your Accounts Lookup screen. You will be
required to read and agree to a disclosure agreement before the
enrollment process may continue. Once you have read the disclosure
and completed the enrollment process, you can then access BillPayer
by clicking the "BillPayer" button, on the left of your
CU-Online screen. |
|
Q |
Who can
I pay? |
|
A |
Any individual or company
you choose. For example, your utilities, mortgage, rent, paperboy,
babysitter or any vendor you may choose. The only exceptions are any
government agency - including but not limited to federal, state and
local taxing authorities. |
|
Q |
Does
BillPayer support members living outside the US? |
|
A |
No. The BillPayer database
and system are designed to support US postal addresses only. |
|
Q |
How much
does BillPayer cost? |
|
A |
There are no transaction
fees associated with BillPayer. |
|
Q |
Which
accounts/suffixes can I use with BillPayer? |
|
A |
BillPayer can only be used
in conjunction with your SFCU Draft Account (Suffix 9). |
|
Q |
How do I
get started using BillPayer? |
|
A |
Once you have enrolled, the
first step is to setup your Payees. We already have a Master Payee
List of 90,000+ vendors for you to choose from, or you may create
your own if your Payee if is not in the Master List by choosing the
"Add a Payee" option. |
|
Q |
Is there
a maximum or a minimum amount I can pay? |
|
A |
Yes. The minimum payment
amount is $1.00, the maximum amount for
a single payment is $9,999.00. |
|
Q |
How long
will it take for a Payee to receive my payment? |
|
A |
On average, allow two
business days for electronic merchants and five business days for
those merchants paid by paper check (for those unable to receive
electronic payment). Your Personal Payee List will show whether a
merchant is receiving payments electronically or by a check in the
mail. Please remember that Sidney Federal Credit Union cannot
control the delivery of payments by the post office or the posting
schedule of the merchant (when the payment is actually credited to
your account). Because merchants may not post the payment the same
day that they receive them, we recommend that you include a few
"cushion" days in your timing of bill payments. It is your
responsibility to select dates to allow enough time for the payment
to get to the merchant so that you are not late with your payments. |
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|
Q |
How do I
set up my Payees (may also be referred to as "Merchants"
or "Vendors")? |
|
A |
First, click on the
"Payees" button in the BillPayer section. Second, click on
the "Find Payee" button to search through our Master Payee
List and find a payee to add to your Personal Payee List. If you do
not find the payee you are looking for in the Master Payee List, try
to use variations of the name (ex: enter New York State Electric
& Gas for NYSEG). If your payee is not on the Master Payee List
or the address does not match your payee, you will need to add the
payee by choosing the "Add Payee" option. When creating a
new payee, all fields must be completed. The only exceptions are the
"Attn:" field and the "Ext." in the
"Phone" field. If you fail to input information in all of
the required fields, your payee will not be set up and you will not
be able to make payments to this Payee. Once you have set up a Payee
in the "Add Payee" section you will need to wait up to
seven business days before scheduling a payment and the Payee reads
as "Active". This allows our BillPayer Processor to verify
your information with the Payee that you added. Please note: If you
select a Payee from the Master Payee List, you may begin setting up
payments immediately. |
|
Q |
How do I
schedule a Payment? |
|
A |
Once you've setup your
Payee List, you can click 'QuickPay' or 'Add New Payment'.
Using QuickPay you can make all your payments at once, instead of
one at a time under 'Add new Payment'. To use the 'Add New
Payment' feature, simply schedule a "one-time" or
"recurring" payment request and choose the payment date
that you want the payment to be debited from your account (not
received by the Payee). On the scheduled payment date, your payment
is debited from your Draft Account (suffix-9) and submitted to the
Payee the following business day via our BillPayer Processor.
Payments are made electronically to the Payee whenever possible, but
in some instances, if the vendor does not accept electronic
payments, a check will be issued by our BillPayer Processor and
mailed via U.S Mail. You can verify how the payment will be sent, by
viewing the "Payment Method" column in the Payees section. |
|
Q |
If the
merchant has the same name, but the billing address is different
than the one that I have does this matter? |
|
A |
Yes! The payee that you
select from the Master Payee List must have the same address as the
address on your Payee's invoice/statement. If you select a payee
with a different address, it could be an entirely different company,
or a different office/department that has no ability to apply your
payment to an account that they don't recognize. If the name of the
company and the address don't match, you should add the vendor and
all information yourself under "Add Payee". If you have
any address questions, you should call your vendor to verify the
information. |
|
Q |
What is
the difference between a bill paid by "Check" and one paid
"Electronically"? |
|
A |
A "Check" payment
is a paper draft sent though the US Mail system. You must allow
sufficient time for the payee to receive this type of payment just
as if you were mailing the payment yourself. An
"Electronic" payment is sent out electronically and is the
preferred payment method, however, some payees are not able to
accept this type of payment. "Electronic" payments clear
within a few days. |
|
Q |
What if
there aren't enough funds available to process my scheduled payment? |
|
A |
Overdraft
protection - With an overdraft line of credit you can write
yourself a loan by simply writing one of your own checks. SFCU
offers up to $3,000 in overdraft protection line of credit. (subject
to approval).
Share to Share Transfer - Instead of a check "bouncing" and a
$20 fee assessed when you account falls short, the funds will be
automatically transferred from your main share or money management
to your checking account. |
|
Q |
How do I
check my payment status? |
|
A |
Click on the "Payment
History" button, and you will see a status on each of your
payments, as follows:
 |
"In Process" - The payment has
been sent by the Credit Union to our BillPayer Processor and is
awaiting further action. At this point a payment has not yet
been sent to your payee, but the money has been debited from
your account. |
|
|
"Payment Sent" - The payment
has been processed by our BillPayer Processor and has been sent
to your payee, either electronically or by check. |
|
|
"Check Cleared" - Your payee
has deposited the check. Note that on electronic payees, the
final status will be "Payment Sent." |
|
|
Q |
What if
I need to modify a scheduled payment? |
|
A |
While a payment is still
listed under the pending payment section, changes can be made to the
payment at any time. After the payment has been picked up for
processing, and the payment has moved from pending payments to
payment history, no changes can be made. |
|
Q |
Can I
stop a payment? |
|
A |
Once a payment has been
sent, it will be processed according to standard procedures. On an
exception basis, our BillPayer Processor may be able to stop a
payment made via check only if the check has not yet cleared.
However, under no circumstances can Electronic payments be stopped! |
|
Q |
I made a
payment to a merchant through BillPayer and it has not been
withdrawn from my account. What should I do? |
|
A |
Note: Processing of
BillPayer payments is done in the morning of each weekday.
Therefore if you make a payment Wednesday afternoon you will not see
the money withdrawn from your account until Thursday afternoon.
Also the payee must be 'Active'. Payments to inactive payees
will not go through. Please read 'How do I set up Payees?'
above.
If the transaction still has not gone through, check your Payee
setup for that merchant and make sure that all required information
has been provided and verify the account number you provided. Often
times, a typing error or date error is responsible for a missing
payment. Wait at least four business days for an electronic payment
and seven business days for a check payment. Call the merchant at
the end of this time to see whether they have received the payment.
Once all other means of rectifying the problem have been exhausted,
please call or email the CU-Online Helpdesk and SFCU will contact
the BillPayer Processor and request a Payment Inquiry on your
behalf. It will take up to 10 business days for the Processor to
research and resolve each inquiry. |
|
Q |
How do I
get a copy of a check? |
|
A |
You will need
to visit or call your local SFCU Branch or
email the CU-Online Helpdesk to request a check copy. It will take up to 10
business days for the check copy to be received. |
|
Q |
Why did
my Payee Account Information Change? |
|
A |
Payees addresses and method
of payment may automatically be changed via our BillPayer Processor.
They will continuously update the payees with the most accurate
information and attempt to streamline the payment process for you.
Where the payee was originally being paid via check, they may
automatically convert the address so that we may now make the
necessary payments electronically. |
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