CU*Answers strives to accommodate our clients by offering training in many different formats, from full classroom offerings (see the current CU*Answers University Catalog) to online learning and web conference sessions. We also offer individual training sessions, and workshops which can be held either at a credit union site, or here at CU*Answers. For credit union staff to train internally, we offer our web-based online courses as well as hands-on learning using a pretend CU*BASE credit union  More...

​ For General Support and CU*BASE Assistance: Use the AnswerBook to submit a question to the Client Services and Education team. You can access the AnswerBook via a CU*BASE session by selecting the @ symbol and asking a question, or by logging in and asking a question. You can also call 616-285-5711 or 800-327-3478 and follow the menu prompts to reach a representative. For Technical Support: Use the ConnectWise ticketing system to submit a question to the Network Services team. ConnectWise   More...

A third-party utility is needed to generate robust PDF output. If you are having issues with PDF generation, it is possible that this is missing or corrupt on your PC. Or it may mean that you have not yet installed the software on your PC. See below for directions on what to do if you need to purchase a license of this software (iText Sharp) or how to install it once you have purchased a license. IMPORTANT NOTE REGARDING LICENSING (Updated January 28th, 2014): CU*Answers has purchased a blo  More...

Using a link to the standard login pages provides much more than just the ability to log in: The I forgot my password link that allows them to reset their password online They have to set up the Security Questions anyway; why not give them a place to use them to help themselves if they forget their password? The Apply for Membership link to capture membership applications and work them right from CU*BASE (no rekeying!) Why would you not allow every possible opportunity for someone to say th  More...

Right-click anywhere on an empty space on your Windows desktop, then choose Properties . On the Settings tab, use the Screen area setting to change to the desired resolution. For CU*BASE GOLD, a setting of at least 1024x768 is required (you can go higher as desired). TIP: There are occasions where you might want to use even a higher resolution. For example, when taking a CU*Answers University online course, the higher resolution may make it a little easier to see everything on the screen at  More...

Members cannot opt out of receiving the eStatement notification message. Their only option is to unenroll from eStatements if they do not want to receive these types of emails. Education is key in this area. Use Tool #262: Configure Monthly eStatement Emails (or Tool 497: Member Connect Marketing Tools, then Message Type ES) to update your eStatement notification text. Learn more by clicking the link below.

To remain compliant with CAN-SPAM rules and to ensure all your email messages are delivered to members, you must include the following: Clearly identify the credit union name, address, phone number, and member service email address in the body of the email. Clearly identify the purpose of the email in the subject line. (See SAMPLE MESSAGES below.) Make a web-friendly Signature Line message. (SEE SAMPLE SIGNATURE LINE MESSAGE below. ) Clearly state why the member is receiving the email. Ensure y  More...

The first step is to make sure your credit union has filled out the three required forms: Sign Up Form, Electronic Payment Service Agreement, and Fed ACH Participation Agreement. There is also a non-disclosure agreement to sign to receive a copy of Magic-Wrighter's SSAE-16 audit results. Once the Client Service and Education team has received the forms from your credit union, they will send the form to our third party processor, Magic-Wrighter. Magic-Wrighter will submit a confirmation with  More...

As of the March 2015 release this information can be updated by the user, Client Services Education, or a credit union adminstrator. How to Edit your own account information: 1. Click the My Account link. 2. Edit the account information as necessary. 3. Click the Save Button. How to edit account information for a user as a credit union adminstrator: 1. Click the Member Management link. 2. Click the Manage Members menu item. 3. Select the member to edit. 4. Edit the member account infor  More...

Ever wondered just how many times members really do call up and ask that their online banking password be reset? Might seem like some members call every other day, but until now there wasn’t really an easy way to tell. The new PIN/Password Change History tool was designed to answer that question quickly and easily, whether for one member or for all members as a trend. When accessed via Tool #14 Member Personal Banker , you will see just a single member’s history, which should be hel  More...

If you simply wish to stop warning members directly, the Reg D warning message for online/mobile banking can be temporarily disabled via Tool #751 Reg D/Trans Handling Analysis Rules (select Maintain Reg. D Transaction Policy ). Keep in mind that the Phone Operator message cannot be disabled, so your employees will still see this warning. Make sure that your call center operators know how they should respond. The system will continue to track activity as usual and generate your daily violat  More...

Prior to April 2023, we ran a daily routine that collected invalid email addresses throughout the day, then during BOD processing marked email addresses as wrong and recorded a Tracker note with the name of the operator who ran BOD. Starting in April 2023, instead of simply marking them as wrong, we now delete the email address and put it into the Tracker note. A record is also written to the CUFMAINT file maintenance log with the ID of the system operator who ran the process. If the system rec  More...

Remember that starting in May 2023, bounce-backs due to invalid address are automatically deleted, but we also delete addresses where the mailbox was full or blocked. (We do ignore out of office replies because those aren't considered bounce-backs, just responses to the initial email.) Members sometimes provide an email box that they don't monitor at all. That is a risk for the entire network because if we keep sending mail to those mailboxes we are at risk of being blocked by spam mo  More...

No, you can still see a list of all accounts in the Full Account Summary, including a column for due dates in the Loans section. (Tip: Sub-totals under each section were also added as of 11/9/2021.) Remember that the home page is just a list of favorite accounts, not the full account summary, which is why it’s not separated into categories and doesn't include as much info (like loan due dates). If you scroll to the end of that list and click the Full Account Summary link, you get the  More...

If you are a new client, the CU*BASE Conversion Team will provide you with a tentative schedule for the 3 weeks of virtual or online training. You may adjust this schedule as needed, assign trainers, and attendees. For existing clients, visit our web site at www.cuanswers.com , click Clients then Education to view all education opportunities, including online courses.

For a forced password change, the security table can be flooded with a forced password change status and the member would have to change their password the next time they log in. The hold password would remain in the system until the member updates their password. There is not an automated process for this on CU*BASE. A programmer will have to do this manually via a custom programming request. A custom request would need to be submitted and an estimate for leadtime will be provided at that time.  More...

The Client Services Education team has the ability to shut down online/mobile banking access for all members. To be clear, this would not reset any passwords to respond to the security breach, it would simply take It's Me 247 completely off line so no one could access it.

Actually, because CU*Answers sends email on behalf of all of its clients, bad email addresses hurt all of us! Every month CU*Answers sends nearly 100,000 e-statement notifications. We send a couple hundred thousand It's Me 247 online banking notices. We send Member Reach newsletters on behalf of 80 credit unions. We send a lot of email. (And it’s email that your members want to receive!) Unfortunately, if enough emails are returned as invalid addresses, large Internet Service Provider  More...

Remember that your credit union’s responsibility for mitigating risk doesn’t stop when you flip the switch to turn on PIB. Your policies and procedures related to offering and supporting home banking services for members are just as important. Make sure you have also considered: Your password controls and education program. How you manage resetting passwords for members. Your policies and procedures for how home banking is implemented for new memberships. Policies for expiring pass  More...

As of May 2023, there are 104 owners of Xtend. This ownership comprises 103 credit unions plus CU*Answers, each having purchased 200 shares of stock in the CUSO. Each owner is allowed one vote on issues brought before the group.

Credit union FROM email addresses are closely regulated and monitored within CU*BASE. As a mass email sender, and as an entity that sends on behalf of the network of credit unions, CU*Answers must meet standards of compliance set forth by email service providers, such as Google and Yahoo. Many of these standards rely on our email being delivered to appropriate and accurate member emails, from correctly configured credit union emails. If we fall out of compliance with these standards, we run the   More...

As of April 2023, CU*Answers has 150 credit union owners in 25 states.

Well, CU*Answers won’t charge you any fees to use the PIB system for your members, and there is no up-front implementation cost. If members use the online tool to adjust their PIB Profile, that will not be counted toward your Online Banking usage minutes. So yes, PIB is “free,” at least as far as the line items on your CU*Answers invoice go. But this is a change that will have a significant impact on your members and your day-to-day support team. You will need to plan for i  More...

As a result of an event that resulted in our email messages being temporarily blocked by an outside spam-watching organization called Spamhaus, effective in May 2023 the system now treats returned emails as incorrect and deletes them from the member's account. This includes bounce-backs due to invalid address as well as those where the mailbox was full or blocked, because if we keep sending mail to those mailboxes we risking being blocked by Spamhaus (or other similar organization) again. (  More...

The AnswerBook content affords several benefits not available from other providers. In addition to being written in language that is easy to understand, our knowledge pack items provide the following unique benefits: 1. Better reinforcement of your brand and better user experience. You want the content to look like it is part of your site and part of your delivery. Personal finance content can help your consumers appreciate the breadth of your financial knowledge and services offered. The  More...