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YOU ARE HERE: Home » eServices » New Online Banking FAQs

Online Banking FAQs

1. How will I log in to the new system?
2. Will I choose a PassMark™ image to enhance security?
3. I've logged into the new system, but have since forgotten my password. Can I still log in?
4. I am having trouble getting my IU Credit Union account to refresh in Mint.com. What can I do?
5. Did my Bank-by-Phone PIN change when I changed my password in Online Banking?
6. Do I need to submit my email address?
7. Will I be able to send a secure email through the new system?
8. What is a Recurring Transfer?
9. What is a Cross-Account Transfer?
10. What is Cross-Account Access?
11. How do I reschedule my Recurring Transfers?
12. How do I set up Cross-Account Access?
13. How can I view my eStatement for my Cross Account?
14. Will I be able to place a stop payment?
15. Will I be able to change my address?
16. What is FinanceWorks?
17. What are Purchase Rewards?
18. Will I be able to reorder checks?
19. Will the new system offer mobile banking on my smart phone?
20. Will I be able to file my taxes with the new system?

Online Bill Pay FAQs

21. I only have a savings account. Can I set up bill pay?
22. If I schedule a bill to be paid, how is my checking account debited?
23. When will the amount be withdrawn from my account for bill pay item(s)?
24. What happens if I don't have sufficient funds in my checking account to cover my bill pay item(s)?
25. On what days are payments processed?
26. How will the bill pay process or make my payments?
27. Will I have access to my Bill Pay history?
28. Can I schedule payments to an individual?
29. Is there a maximum amount that I can pay?
30. How Do I Dispute a Bill Pay Item?
31. Can I schedule a Bill Pay reminder?
32. What are Bill Pay alerts?
33. What are e-bills?
34. Can I edit a bill payment that has already been scheduled?
35. Can I expedite a payment?
36. Is there a guarantee that my payment will not be late?
37. Did you receive an email from us saying your email address was changed from 'novalidaddress@metavante.com?'

 

Online Banking Internet Browser Settings

Online Banking Internet Browser Settings, (pdf, 81k)


Quicken/QuickBooks Tutorials

For assistance in modifying your Quicken/QuickBooks settings, please find the applicable version and operating system below for instructions.

Quicken Windows 2012, (pdf, 336k)
Quicken Windows 2011, (pdf, 358k)
Quicken Windows 2010, (pdf, 353k)
Quicken Windows 2009, (pdf, 334k)

Quicken Mac 2005-2007, (pdf, 391k)
Quicken Essentials for Mac 2010, (pdf, 568k)

QuickBooks Windows 2009-2011, (pdf, 510k)
QuickBooks Mac 2009-2011, (pdf, 185k)


 

 

 

 

 

 

 

ONLINE BANKING FAQs

1. How will I log in to the new system?
After the conversion, the very first time you log in, you will enter your account number under User ID and the last four-digits of the primary member's SSN or business EIN for the password. (The Primary Member is the member whose name appears on your periodic statement.)

You will be prompted to change your User ID and password after your initial log in. You will be required to change your User ID to something other than your account number. From then on, you will use your User ID each time you log into Online Banking. You will no longer use your account number.

The password for Online Banking and Bank-by-Phone will no longer be the same.

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2. Will I choose a PassMark™ image to enhance security?
You will not select a PassMark™ image in our new system. Instead, you will now have the option of setting up text, voice, email and/or challenge questions to access Online Banking.

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3. I've logged into the new system, but have since forgotten my password. Can I still log in?
Yes. You may reset your password by following 3 simple steps, starting with entering your user ID. Click here to reset your password >>.

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4. I am having trouble getting my IU Credit Union account to refresh in Mint.com. What can I do?
You will need to delete your IU Credit Union account and re-add it.

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5. Did my Bank-by-Phone PIN change when I changed my password in Online Banking?
No. Prior to the conversion, the Online Banking PIN and Bank-by-Phone PIN could be the same, but they are now separate. Your Bank-by-Phone PIN has not changed.

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6. Do I need to submit my email address?
It is highly recommended to submit your email address to us so we can send important communication regarding your Online Banking service. This email will not be distributed or sold to other organizations.

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7. Will I be able to send a secure email through the new system?
Yes. You can go to 'Secure Email' and then 'click to send an email.' You will also receive a message in your personal email stating that a message is waiting for you in your Online Banking secure email box. From there you may submit a question or comment, place a stop payment, change your address and upload documents (For example if you need to submit a tax statement). This screen will also show if you have any messages from us.

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8. What is a Recurring Transfer?
Recurring Transfers are transfers that you have scheduled within Online Banking to automatically occur either once in the future or at regular intervals in the future (i.e. the 16th of every month). Please note that these transfers will not convert to our new Online Banking system.

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9. What is a Cross-Account Transfer?
A Cross Account is an account number other than the account you logged in to.

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10. What is Cross-Account Access?
Our new Online Banking system features an upgraded service called Cross-Account Access, which replaces Cross-Account Transfers. This service gives complete access to account information and history and allows you to transfer to and from the cross account(s), without having to log in to the accounts separately. For security and privacy reasons, the criteria required to use the Cross-Account Access feature is that all account signers on your log-in account must be signers on the cross account.

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11. How do I reschedule my Recurring Transfers?
To ensure that your future transfers take place, make a list of the transfers you have currently scheduled. After the October 27th conversion date, log in to our new Online Banking system and go to ‘Scheduled and Recurring Transfers’ to add your recurring transfers.

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12. How do I set up Cross-Account Access?
If you wish to use the Cross-Account Access feature, please click here for a Cross-Account Access Authorization form. Upon meeting the above criteria, we will set up your account access after the conversion. If the form is returned prior to October 27, Cross-Account Access will be established sometime between October 27 and November 4.

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13. How can I view my eStatement for my Cross Account?
You must access your Cross Account directly to be able to view the eStatement for that account. If you have not done so, you will need to log in with your Cross Account's account number and create a new User ID and password for that account. Then go to the eServices tab to enter eStatements.

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14. Will I be able to place a stop payment?
You can send secure email and provide the check number you wish to place the stop payment on. A member service representative will send you an email confirmation that the stop payment was placed and a fee was charged to your account.

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15. Will I be able to change my address?
You can send secure email and free form type your new address in the area indicated in the email for the address or attach an address change form that is available by clicking here. If you choose to attach a form, you will be required to complete the address change form, save the form to your computer and attach it to the email. A member service representative will send an email confirmation when the address has been updated.

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16. What is FinanceWorks?
FinanceWorks is a financial management tool available within the new Online Banking platform. FinanceWorks will open in a new window with your current IUCU products available. You can add additional accounts from IUCU or outside banks, credit unions, credit cards or investment firms to be able to view all of your accounts in one place.

NOTE: If you have an IUCU Visa Card, you will enter "Credit Union Card Center" as the Financial Institution you would like to add. You must have online access to each financial institution/account you would like to add.

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17. What are Purchase Awards?
With Purchase Rewards, you are rewarded for using your debit card by receiving offers based on your debit card activity. You will be required to click on the offer to activate Purchase Rewards for your debit card. This feature will be available after November 27 because Purchase Rewards requires 30 days of history to generate offers. Purchase Rewards will show on your "Home" page from the account access tab. Click here for more details.

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18. Will I be able to reorder checks?
Yes. You will go to the "eServices" tab, select your checking account and click "enter." This will take you to Harland's secure site to order your checks, if an order history is available. If no order history is available, you will be required to contact us via secure email with your check order information.

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19. Will the new system offer mobile banking on my smart phone?
Yes. Mobile Banking will be offered in Phase II of the conversion process. More information to come.

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20. Will I be able to file my taxes with the new system?
TurboTax will be included in the Phase II conversion. More information to come.

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ONLINE BILL PAY FAQs

21. I only have a savings account. Can I set up bill pay?
No, you must have an IU Credit Union checking account in order to qualify for bill pay.

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22. If I schedule a bill to be paid, how is my checking account debited?
The bill amount will be withdrawn from your checking account as an ACH debit.  The transaction will appear as a PPD transaction on your statement and will include the payee’s name. 

EXAMPLE: PPD/MACY’S/BILL PAYMT

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23. When will the amount be withdrawn from my account for bill pay item(s)?
The bill payment(s) will be processed on the scheduled payment date, and your checking account will be debited within 1-2 business days afterwards.

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24. What happens if I don't have sufficient funds in my checking account to cover my bill pay item(s)?
First, any overdraft protection options and/or Overdraft Privilege will be used if possible. If Overdraft Privilege is used, you will be assessed an ODP fee. If funds are not available, your payment request will be returned and you will be assessed a $30 return fee. Our Bill Pay service may attempt to withdrawal the payment a total of three times. Each time the item is returned, you will be assessed a return item fee. 

If sufficient funds are not available, the debit will be returned. The Automated Clearing House (ACH) return will prompt the system to block your bill payment account, preventing you from making more payments until the NSF status is resoved. Any future-dated recurring payments scheduled for release during the time the account is blocked will not be sent. Our Bill Pay service, Electronic Bill Payment Services, will contact and handle all bill pay collection items. They will attempt to contact you through your personal email address that was entered during the bill pay enrollment process or by mail. Once the payment is collected by Electronic Bill Payment Services, they will remove the bill pay block after 3 business days and you can start using the bill pay feature once again on the 4th business day.

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25. On what days are payments processed?
Since all bill pay items are processed as an ACH withdrawal, payments will only be processed on actual business days.  If you have a recurring payment and the date falls on a weekend or holiday, our Bill Pay service will send the payment on the following business day and your checking account will be deducted one to two business days after that.  You may need to re-evaluate your payment dates each month to ensure the payment will be delivered by the proper due date.

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26. How will the Bill Pay processor make my payments?
There are two payment methods. Electronic payees are payees that are found in the Bill Pay processor's database. Allow three business days when scheduling an electronic payment. A check payee is not found in the Bill Pay processor's database and must be added manually. The payment will be sent as a paper check. Allow five business days when scheduling a check payment.

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27. Will I have access to my Bill Pay history?
Yes. On the main Bill Pay page, you will see the last five processed payments.  If you click on one of those payments, it will provide you with the payment type (check or electronic), payment option, what checking account the funds were withdrawn from, the date sent, scheduled delivery date, the confirmation number, the address where it was sent (if mailed), and status of the item.

You will also be able to search your bill payment records under “Search Records” and create your own bill pay reports under “View Reports”.

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28. Can I schedule payments to an individual?
Our Bill Pay service allows individuals to be set up as a payee, but will always issue a check payment to the individual. Electronic ACH option is no longer available. For check payments, you will need to allow five business days for the payee to receive the check.

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29. Is there a maximum amount that I can pay?
The maximum bill amount is $9,999.99 per day. Total daily limit of all bills in one day is $19,999.99 per account. If you need to make a payment greater than this amount, you will need to schedule additional payments on a different payment date.  One (single) payment cannot be greater than this amount.

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30. How Do I Dispute a Bill Pay Item?
You can inquire about/dispute a bill payment item by clicking on the Secure Mail link at the top of your screen and send a free form message to inquire on a bill pay item. You may also stop by any branch or call Member Services at (812) 855-7823 or toll free (888) 855-MYCU and press option 9.

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31. Can I schedule a Bill Pay reminder?
Yes—This is a new feature! If you can’t set up a recurring bill payment because the payment changes or the due date varies, you can schedule a reminder notice.  Even if the bill is recurring, you can still set up a reminder email that will prompt you to enter the bill pay item in your check register.  The reminder notice is sent via email to your personal email address reminding you that the bill is coming due.

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32. What are Bill Pay alerts?
This is a new feature! Bill Pay provides numerous standard alert options pertaining to payments, e-bills, security and funding account.  The system defaults to all alerts so if anything is added or changed, you will receive an email alert to your personal email. 

If you do not want to receive all of these standard alerts, you can click on Alert Preferences and uncheck the bill pay alerts you do not want to receive.

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33. What are e-bills?
This is a new feature! An e-bill is an electronic version of a bill/statement. If the payee allows e-statements, they will typically allow an e-bill.  The bill comes directly into Bill Pay. You can view bill/statement when logged into Online Banking without having to log into the site for a particular payee. You will have the option of paying the bill or just maintaining a copy of the bill on this site. When an e-bill arrives, you will receive an email to your personal email address.

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34. Can I edit a bill payment that has already been scheduled?
Yes! You will have the option of editing or canceling a payment until 10:30 pm Eastern Time on the scheduled payment date.

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35. Can I expedite a payment?
Yes! This is a new feature. Expedited payments are delivered faster than standard payments. Expedited Check Payments must go to a physical address within the continental U.S. These payments are subject to a convenience fee that is withdrawn as a separate ACH transaction from your checking account. The fee for electronic payment is $5.00. Overnight check payment is $25.00.

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36. Is there a guarantee that my payment will not be late?
Our Bill Pay service covers any late payment related charges up to $50 if a payment arrives after its due date, as long as you scheduled the payment in accordance to the Bill Pay service’s on time payment guarantee.

When adding new payees, please be sure the payee address matches the address on your payment coupon.

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37. Did you receive an email from us saying your email address was changed from 'novalidaddress@metavante.com?'
This was an email generated by our Online Banking system. Our system periodically does an update to see if the email address you entered for Online Banking also matches the email address entered for Bill Pay services. In some cases it might ask you to verify your email. The 'novalidaddress@metavante.com' is pre filled if the system can't find an email address for you.

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