FREQUENTLY ASKED QUESTIONS

Transcription

1 FREQUENTLY ASKED QUESTIONS In order to better assist you with the transition to our new home banking service, we wanted to provide you with a list of anticipated questions and things that may need your attention after your initial login. If you need help or have any other questions, please contact our special home banking support line at (800) Q: What are the new security enhancements? A: The new security features add a layer of protection to your online account by letting you know it s really us, and letting us know it s really you. Letting you know it s really us Personalized Image and Name You pick one of thousands of images, and then give the image a name to help identify it to you. Every time you attempt to log into your bank account your image and name will appear before you enter your password. Seeing your image and name will let you know that you are at your real online banking site and not a fake or fraudulent site. This means it is safe to enter your password. If the correct image and name do not appear, do not enter your password. Letting us know it s really you Security Questions You will be asked to set up several security questions that only you should know the answers to. The security system will recognize the computers you normally use to access your online banking site. In the future, if you or someone else attempts to log in to your account from a new or unrecognized computer, you will need to answer some of your security questions before being allowed to continue. Q: How do I get started with the new security enhancements? A: You will be prompted to select your personal image and name and security questions upon initial login. When you are prompted, please take a moment to set up your image, name and questions in order to add an additional layer of protection to your account. Q: How should I choose the secret answers to my security questions? A: Your answers should be something you can easily remember, yet not readily known by others. Try to avoid using answers that will change over time. If you share account access with anyone else, you may want to establish your security questions together so that you both know the answers if you are ever prompted to provide additional information when logging in. Enter your answers carefully as you will need to supply exactly the same answer if you are ever prompted with one of your security questions. Q: When will I be asked to answer my security questions? A: You will only be prompted to answer some of your security questions when a particular activity or transaction appears to be unusual or uncharacteristic of your typical behavior. Q: What is unusual or uncharacteristic behavior? A: Uncharacteristic or unusual behavior is anything that appears out of the ordinary compared to how you normally would bank online and where you normally bank online. If the action being requested does

2 not appear to be something you would normally do, we will ask you to answer your security questions to make sure it is really you and not an unauthorized user. Q: How are you able to detect unusual or uncharacteristic behavior? A: The security system takes into account factors such as the type of transactions you ordinarily perform, the computers you typically use to access your account, and the typical security settings for your computer. Hundreds of factors such as these create a profile that is unique to you and allows us to make decisions about whether the person conducting a given activity or transaction within your account appears to be you. Q: Will I be asked for more information all the time now? A: No, you will only be asked for more information when unusual or uncharacteristic behavior is detected. This will most likely be a very rare occurrence. Q: How do I know it is working? A: After you complete the set up process, the new security system will work automatically. That means you are being protected every moment when you are online and more importantly when you are not. Please note that for your protection, we will periodically ask you to update your questions and answers as well. Q: How much will it cost? A: There are absolutely no costs associated with normal use of AeroAccess Home Banking and Bill Pay. This is just part of our on going commitment to provide you with the highest levels of service available. Q: How can I see more than 30 days worth of account history? A: Account history within our new home banking service will start building moving forward after your very first login. If you want to view account history older than 30 days, the easiest way is to view your estatements. To view estatements, click on the Account Services tab and then click the View estatements link found in the Account Tools and Services Box. Q: I conducted a transfer using AeroAccess, but it appears the transfer did not occur. How do I know that an account to account transfer was processed? A: When you conduct a transfer using AeroAccess, the actual transferring of funds occurs when you log out of home banking. There are three ways to confirm that you have correctly transferred money from one account to the other. The first way is to view your updated balances under the Available Balance column on the Accounts Summary screen. If the transfer was scheduled correctly, the Available Balance should be different than the Current Balance column. (Don t forget about your $5 membership pledge that is always the reason for a $5 discrepancy in your regular share account available balance.) The second option is to make sure that the transfer appears under the Scheduled Payments and Transfer field on the main Accounts Summary screen. If the transfer shows here, that means it is correctly scheduled to occur when you click log out. The third option is to actually log out and log back in to AeroAccess to see your updated account balances. Q: How do I know if the transfers I scheduled on the old system will still occur on the new? A: Scheduled transfers that were entered on the old system more than likely did not carry over to the new system. The easiest way to verify if any scheduled transfers did move to the new system is to scroll to the bottom of the Accounts Summary page and see if they are listed under the Scheduled Payments and Transfers heading. If not, you will need to re enter any future transfers that you want to occur on

3 the new system. To do this, click on the Make a Transfer Quick Link on the right side of the page and choose your transfer to and from accounts. Enter the first date you want the transfer to occur and then click on one time to change to your desired transfer frequency. Make sure you click to submit the transfer when you have finished entering the required information. Q: How do I know that the future bill payments I had scheduled will still be paid? A: There are two ways to verify scheduled bill payments the first is to scroll to the bottom of the Accounts Summary page and see if they are listed under the Scheduled Payments and Transfers heading. The second option is to click on the Online Activity page under the main Bill Pay tab. Any scheduled payment should be visible under the Scheduled Transactions heading on that page. Q: What do I do if all of my bill payees don t show up? A: It s possible that not all of your payees transferred over during the conversion due to a change in the way data is verified and stored. Also, due to the conversion timeline, any payees added between Jan. 27, 2011 to Jan. 31, 2011 were not converted to the new home banking site and will need to be added manually. To add any missing payees, simply click on the Add Payee link in the blue Quick Links box on the far right hand side of the page and follow the instructions on the next few pages. In many cases, you will be able to find your desired payee in the drop down list provided and only need to enter your account information. Q: Is there anyone I can t set up as a payee? A: Payments to the following payees are not permitted through the AeroAccess bill pay service: Payments to payees outside of the United States Court ordered payments such as alimony, child support, speeding tickets,etc Tax and government entities Collection agencies Q: Why is the address that shows for my payee different from what was on the old home banking site and the remittance address on my bills? A: In order to expedite the processing of bill payments by removing excess time between the point the money leaves your account and the point it arrives at the desired payee, we have negotiated expedited remittance addresses for the most common companies selected as payees. If, for some reason, your payment does not reach the desired payee, we will work to get the issue corrected. Please read the special FAQs within AeroAccess for details about our on time payment guarantee. Q: What do I need to do to withdraw funds from my account via check? A: You must set yourself up as an individual payee using the bill pay service. On the main Accounts Summary page, click on the Add Payee link in the blue Quick Links box on the far right hand side of the page. On the Add Payee screen, select I want to make a payment to An Individual and click continue. For step 2 of 2, enter your name and address, but enter n/a in the account number field, then click submit. Once you have added yourself as a payee, you can pay yourself at any time by clicking on the Make a Payment link in the blue Quick Links box on the far right hand side of the page. Select yourself as the payee and enter the amount for the check you want sent. After entering the date you want it delivered, click Submit and you re all set!

4 Q: Where is the link to the Pay My Visa website? A: Great news! AFCU credit card holders no longer need to log in to two separate websites to view their AFCU accounts and AFCU credit card information. When you log in to AeroAccess, click the AFCU Visa Credit Cards link in the Quick Links box on the right hand side. The first time you use this feature on the new home banking service, you will need to re register and authenticate your AFCU Visa credit card by following the on screen steps provided. Each subsequent login, your Visa credit card information will automatically load after you click the AFCU Visa Credit Cards quick link you will not need to use a separate user ID and password each time you log in ever again! Q: How do I give my account nicknames so I can identify them easier? A: On the Accounts Summary page, click on the name of the account under the Account Nickname column (shown in blue text). On the next screen, click on the Account Details link towards the top of the page. On the pop up screen, type in your desired nickname for the account you chose in the field provided and click submit. Your change should be visible on the Accounts Summary page. Repeat steps for each desired account or sub account. Q: How do I see my non AFCU accounts and set up external transfers? A: The MoneyHQ section of our home banking site allows you to view non AFCU accounts balances and make transfers to and from AFCU accounts to those external accounts. In order to use MoneyHQ, you must have an AFCU Checking Account. You can open a Checking Account online by clicking on the Open An Account link at the top of our homepage. For detailed instructions on how to begin using MoneyHQ services, please read the special FAQs within AeroAccess. Q: How do I change the address associated with my AeroAccess account? A: To change your address, please click on the Update Address link on the Account Services page. Please note you must have a valid address linked to your AeroAccess account in order to receive estatements and important notifications. Q: How will these different security features help prevent online fraud? A: If your user id and password are stolen, the fraudster would have to be able to answer your security questions correctly before being able to access your account or complete a fraudulent transaction. If the user is not able to provide this information, the activity would be blocked. This added layer of security helps us protect your online account at all times. The personal image and name also help you to ensure that you are always logging in to our legitimate website, not a fraudulent one. Q: What keeps somebody from stealing my personal security image and name? A: We only show you your personal security image and name if you log in from a recognized computer or after you have answered some of your security questions. Therefore an unauthorized person will not have access to your image and the name you give it. Remember: Once you have signed up, NEVER enter sensitive information such as your password without first seeing your personal security image and name. Q: I check my account very often, wouldn t I know if something unusual showed up on my account? A: It is great that you check your account frequently! It is always a good idea to regularly monitor your account for any unusual activity. This security service helps prevent those incidences from ever occurring, so when you check your account, everything is exactly how it should be.

5 Q: I share my computer with someone who has a different account. Can both of us still log in from this computer? A: Yes, you can both use the same computer to log in to your individual accounts. There is no limit to the number of people that can log in to various websites from the same computer. However, you should consider choosing security questions that only you will know the answer to. Q: My spouse and I have a joint account. Will be both continue to be able to log in to the account? A: Yes, you can both continue to log on to the account as usual. However, you may want to establish your personal image and name, and security questions together so that you both know the answers if you are ever prompted to provide additional information when logging in. Q: Can I change my personal security image and name or security questions? A: Yes, you can change your personal security image and name or security questions at any time. To make the change, go to the services tab after you log in to your account. Please note that for your protection, we will periodically request that you update the information as well. Q: I am trying to log in from my own computer, but the website is not showing me my personal security image and name. What is happening? A: This might happen in rare cases. Before answering a challenge question or entering your password, make sure that you are going to our legitimate website. The easiest way to ensure this is by typing our URL directly into your web browser. Then, after you answer the security question, you should see your personal security image and name next to the password field. If your personal security image and name are there, you can be confident that you are at our legitimate website and can enter your password. Q: I already have anti virus software and a personal firewall. Why do I need this? A: We are glad to hear you use anti virus software and a personal firewall. Be sure that you keep both software programs up to date for the best possible protection against viruses, Trojans, and hackers. These new security features protect against another kinds of threats such as a stolen user id and password. It works with your other personal security programs, but it does not replace them. Q: How can I export my account information to Quicken? A: If you used the Quicken export feature on our old home banking site or want to start using this service, you will need to register again because it uses an updated connection type. To begin, click on the Account Services tab. Select Quicken from the Account Tools and Services heading. Read and click to accept the disclosure found on the pop up, then click the Add Now button. After a brief time, the Congratulations screen should appear and let you know that AeroAccess is now available through Quicken. Please follow the instructions in your Quicken software for adding a new account. Initially, you will only have 30 days of history available, but this will build starting after your initial login. Q: How come my account balances don t update right after I make a transfer using the AFCUMobile application? A: Please be advised that it takes approximately 5 minutes for account to account transfers to occur when using the AFCUMobile application on your smart phone. As long as the correct funds were available, your account balances should be updated to reflect the changes after that time.