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FAQ: Online Banking
  1. What is My CU Online Banking?
  2. How do I get started and what information will I need?
  3. Is there a fee for using My CU Online Banking?
  4. What type of equipment do I need?
  5. What type of transactions can I complete with My CU Online Banking?
  6. Am I able to access all of my accounts?
  7. Can I download my account information?
  8. How will I be able to identify Online Banking transactions on my statement?
  9. Is My CU Online Banking Secure?
  10. How do I change my password?
  11. Who do I contact if I need assistance with My CU Online Banking?
  12. Why am I unable to access Online Banking from my computer at work? At home?
  13. When can I use My CU Online Banking?
  14. Can I pay bills with My CU Online Banking?

Online Banking

  1. Q: What is My CU Online Banking?
    A:
    My CU’s Online Banking service is an Internet banking system that allows you to view your accounts and complete certain transactions from your personal computer at home or at work.

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  2. Q: How do I get started and what information will I need?
    A:
    Log on to our web site at www.MyCUonline.org and click on the Online Banking button. You will need your member number and password. First time users will enter the primary member’s social security number for the password. The system will then prompt you to select your own password and sign on using this new password. Your password may be alpha numeric from 4 to 10 digits long. Passwords are case sensitive.

    Members must also agree to Federal Reserve Regulation E: Funds Transfer Act, which governs transactions completed through Online Banking. Please review the Electronic Funds Transfer Disclosure and Agreement in your Truth in Savings Disclosure before using My CU Online Banking. If you would like a copy of the disclosure mailed to you please contact our staff at (650) 366-5522 or (800) 542-4163 or by emailing us at info@MyCUonline.org.

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  3. Q: Is there a fee for using My CU Online Banking?
    A:
    There is no monthly fee for My CU’s Online Banking service. All other applicable service fees (stop payment fee, statement copy fee, etc.) still apply. Please see our fee schedule for more information.

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  4. Q: What type of equipment do I need?
    A:
    We recommend that your browser be Internet Explorer 4.0 or higher or Netscape Navigator 4.04 or higher. Your browser must be capable of 128 bit encryption, set to accept Secure Socket Layer (SSL), and enabled to accept "cookies." We also recommend a computer with at least a 486/66 MHz processor and a 28.8k bps modem.

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  5. Q: What type of transactions can I complete with My CU Online Banking?
    A: With My CU Online Banking, you can complete the following:
    • View account balances, activity, cleared checks, and dividend payments
    • Process transfers, loan and Visa Credit Card payments between your My CU accounts
    • Transfer funds to another member’s account
    • Withdraw a check made payable to yourself
    • Download information for your Quicken®, Microsoft Money ®, or Excel ® software. (See "Can I download my account information?" for more details).
    • View direct deposit or payroll deduction activity.
    • Estimate a loan payoff amount
    • Place stop payments on checks
    • Order statement copies
    • View tax information

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  6. Q: Am I able to access all of my accounts?
    A:
    You can access all accounts except Visa Credit Card accounts and certain real estate mortgage accounts.

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  7. Q: Can I download my account information?
    A:
    Yes, you can download your account activity from My CU Online Banking to Quicken®, Microsoft Money®, or Excel® by selecting the "Accounts" button and then by selecting the specific account which holds the history you wish to download. A new page will load displaying the account's history. From the top left of the page, click on "Download Transactions" and follow the instructions on the screen.

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  8. Q: How will I be able to identify online banking transactions on my statement?
    A: Transactions completed online will have the words "Online Banking" displayed with the transaction description on your statement.

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  9. Q: Is My CU Online Banking Secure?
    A: My CU and our data processing provider have taken several steps to ensure that your transactions are secure. Some of these features are:
    • Secure Socket Layer (SSL) Encryption — Each transaction is protected with VeriSign Digital Certificates, which enable SSL encryption. Thus, the data transmitted is "scrambled" so that nobody else can decipher the information.
    • Firewall — A firewall has been set up to keep the data safe from unauthorized access.
    • System Time Out — The system will automatically log you off if you do not conduct any activity for a certain amount of time.

    We also recommend that you take certain precautions to keep your accounts safe. This includes:

    • Memorize your password and do not write it down
    • Keep your password protected at all times. Do not give anyone your password or let them see you enter your password
    • Avoid passwords that may be easily guessed such as your birthday, phone number, the name of your pet, etc.
    • Change your password regularly (see "How do I change my password?" for more information)
    • Log off the system after each session and do not leave your computer while you are logged on to the My CU Online Banking site.

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  10. Q: How do I change my password?
    A: If you are signed on to the system, select the "More" button and then select the "Change Password" option. If you forgot your password, contact the credit union at (650) 366-5522 or (800) 542-4163 to have it reset.

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  11. Q: Who do I contact if I need assistance with My CU Online Banking?
    A:
    For assistance with our online banking service you can contact our main office at the following numbers: (650) 366-5522 or (800) 542-4163. You may also e-mail us at info@MyCUonline.org.

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  12. Q: Why am I unable to access Online Banking from my computer at work? At home?
    A: If you are unable to access My CU Online Banking from work, you should check with your MIS or IT department to see what type of firewall or security they have set up on your computer. They may have to change one or two settings on your computer before you can access our Online Banking site. If you are unable to access My CU Online Banking from home, check to make sure that you are using a browser with 128 bit encryption to offer the maximum security. If not, you will need to upgrade your browser to a version that uses 128 bit encryption. You can find these upgrades on your browser’s web site.

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  13. Q: When can I use My CU Online Banking?
    A:  My CU Online Banking is available 24-hours a day, 7 days a week. However, there are times when the system is taken off line for routine maintenance.

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  14. Q: Can I pay bills with My CU Online Banking?
    A: Yes! Our Bill Payer service is now available. Click here for details.
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