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  • 1. We have auditors in and they are asking about what penetration testing has been done with our online banking product. What information is available to provide them? Public
    Preview
    CU*Answers has a rolling schedule of network security audits and assessments including internal and external penetration testing. We do not limit the scope of these tests to just the online banking environment. We also do not publish the results or reports from these tests for security reasons. The test results are reviewed by our Executive Team, our Board of Directors (made up of peer credit union CEOs), as well as examiners from the NCUA and state regulatory agencies. They are also reviewed b  More...
  • 2. Who is on the Xtend Board of Directors? Public
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    Xtend has a 9-member Board of Directors. This board comprises seven (7) elected positions and two (2) appointed positions. The elected positions are filled by CEOs or senior executives from credit unions who have been Xtend stockholders for at least one year. The appointed positions consist of one seat for a CU*Answers executive (either the CEO, CIO, or CFO) and one seat for a current CU*Answers Board Director. A current list of Directors can be found in "About Xtend" on the Xtend Web Site   More...
  • 3. A credit union is allowing members to vote for their board election online, but the ballot isn’t showing up in online banking. What could be the cause? Public
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    First make sure the ballot is active. When you first enter the ballot configuration program, you should be confronted with a popup window indicating the Ballot Voting Period Has Started . If the ballot is indeed active, carefully check the eligibility rules specified for the election to make sure the account you are checking is eligible to vote according to those rules. Pay special attention to the Membership Designations Excluded. It is a common mistake to accidentally include the wrong Mem  More...
  • 4. I'd like to have a PDF copy of a report that I can include in my Board packet. I know I can get that from CU*Spy for daily and monthly reports, but what about a report I'm generating myself? Public
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    If your credit union uses the CU*Spy online vault, it's easy! Just choose INSTANTxx (where xx is your credit union CUID) as the printer name when printing any CU*BASE report. When the report is generated it will be sent directly to the new INSTANT OUTQ. CU*Spy will regularly monitor for reports sent to this queue and within a few minutes, you’ll see the report under the “Instant Reports” tab in CU*Spy. It will be indexed with the name of the report. IMPORTANT: Remember y  More...
  • 5. How can I see how many visits we've had to our Mobile Web Banking site? Public
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    You can find out how many visits you’ve had to your mobile web banking site by using Tool #565 Online Banking Detail Stats (AUDICC) . To see visits separated by day, with totals, enter the selection criteria as seen below (a total count for all days can be seen by navigating to the bottom of the report): Combine (And/Or) Field Name Comparison Criteria (Field, Number, ‘Text’, etc.) A.CCTYPE EQ = Equal to ‘I’ AND A.CCLOGT EQ = Equal to ‘W’
  • 6. What is the ACH posting change required by the Federal Reserve Board (FRB) on 9/20/19? Public
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    Answer: The FRB requires that same-day credit items received in the 12:00pm ET file window are posted no later than 1:30pm ET. This will require a new ACH posting configuration from CU*Answers. That configuration was added to the software in the May release and will be made available to you no later than 9/9/19. CU*Answers Operations will begin bringing the 12:00pm ET FRB files in earlier beginning 7/22/19 in preparation for this change. CU*Answers plans to populate the configuration to “P  More...
  • 7. A black screen shows up instead of the video when I go to watch an online course video on the OnDemand site. Can you help? Public
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    This will happen if you do not have access to YouTube, which hosts the videos found on the CU*Answers OnDemand site. To fix this problem, ask the IT person or network administrator at your credit union to enable access to YouTube. Another reason could be your browser. If you are having trouble witha particular video, try re-launching it using Internet Explorer rather than Chrome or other browser. The reason we are putting online course videos on YouTube now, instead of on our own server as   More...
  • 8. Am I able to print a course from the CU*Answers University site, or do I have to print by using the 'print screen' option? Public
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    In the basic version of TLC, the only way to print the course is to do screen shots of each page. In the full version, you can produce course keys in Microsoft Word format. The full version is an extended product which you would purchase to use with your credit union staff, and includes additional functionality to customize your training environment. CU*Answers provides our credit unions with the basic version of the software.
  • 9. What is the difference between an ISP and a Browser? Online banking requires the browser has 128-Bit encryption. How do my members update this encryption level? Public
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    An Internet Service Provider (ISP) is the company from which you purchase internet access services (like AOL or IServ). A browser is a piece of software on your PC which allows you to access things like web sites, Internet access. Examples are Microsoft Internet Explorer or Mozilla Firefox. Upgrading your browser is important. It insures you have the most current version with the most up-to-date features, speed and options. But in most cases what is needed the most is to upgrade the encryption  More...
  • 10. What features does It's Me 247 Mobile Web Banking offer? Public
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    Members can perform the following tasks while in Mobile Web Banking: Check account balances of savings, checking, certificate, credit card and loan accounts (both available and current balances). View transaction history for these accounts. View funds on hold for savings and checking accounts View pending authorizations for credit cards (if they exist) Transfer funds to other accounts (as allowed by standard online banking) View if a check has cleared (cancelled checks) View pending ACH transac  More...
  • 11. What are some basic browser troubleshooting steps to take when an issue with a website is encountered? Public
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    While it is possible that an issue someone runs into on a website is an issue with the web server or a programming issue with the site, it is very important to rule out any browser or workstation incompatibilities first. If the website is not being opened in a supported browser, for instance, it can cause errors that would otherwise not exist. So what are some standard troubleshooting steps than can be taken? Are you using the latest version of your browser? Just like any other piece of software  More...
  • 12. I'm trying to pull a Query that shows the number of NSF fees a member has been charged. Is there a field that separates the number of NSFs from the number of Courtesy Pay (ANR) items? I do not want to include ANR. Public
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    The NSF Statistics Dashboard (Tool #557) will track this information for you automatically. It is separated into the NSF category and the Courtesy Pay Category. Credit unions are using this dashboard to help predict averages of NSF/Courtesy Pay fee income and also to track how many members may be using the service. You can click on any of the origins (listed in blue text) and you can drill further to members who had more than X transactions in a specific month. There are a lot of graphical oppor  More...
  • 13. How do I use CU*BASE tools to keep track of the beneficial owners on my business accounts and other memberships? Public
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    Using CU*BASE to Comply with New Rules for Tracking Beneficial Ownership FinCEN has issued new rules under the Bank Secrecy Act that require financial institutions to identify and verify the identity of the beneficial owners of all legal entity members (corporations, etc.). Under the final rule, credit unions are required to have written procedures to identify and verify beneficial owners of legal entity members who open new accounts on or after May 11, 2018. In addition to identifying and coll  More...
  • 14. What is Analytics Booth? Public
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    Analytics Booth is a product that your credit union can sign up for receive online updates showing trends about what's happening in your credit union right now. The data begins being stored once you sign up for this product. Analytics Booth is currently tracking 54 data points accross Balance, Member and Transaction data categories. You can sign up for emails to be delivered to you (your staff or board) on a daily basis. You can sign up for Alerts when specific data points change by a  More...
  • 15. Can you tell me the timeout values for CU*TALK? Public
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    The CU*TALK time-out values are 7 seconds across the board.
  • 16. What are Alerts in Analytics Booth? Public
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    After you sign up for the Analytics Booth product, you can then sign up to receive Alerts if you need to keep tabs on certain stats. You can customize an alert just for changes in that data point. Filter it by branch or see details for your whole credit union. Use Management by exception to keep tabs on when data is out of normal. You can even set Alerts to be sent to your staff, board members, or other interested parties like an auditor. Don't know what normal is? Get a daily digest   More...
  • 17. What is the ownership structure of your company (public, private, etc.)? Public
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    CU*Answers is owned by credit unions and offers no private ownership. Its Board of Directors consists of seven credit union CEOs, providing a unique industry perspective and a direct vested interest in the success of CU*Answers clients. Creating equity through ownership is a constant at CU*Answers.
  • 18. How do GOLD updates work? Public
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    The update process consists of three steps: Get the update package from CU*Answers Unpack the update package Update the PCs at your site Files are created by our programming team that need to get to you when it is time for an update. The combined size can be very large. To reduce the size, the files are bundled and compressed. The resulting package is placed on a server here at CU*Answers. You contact that server and retrieve the update package using either a GUAPPLE device or shortcuts that y  More...
  • 19. What Education does CU* Answers offer? Public
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    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 uni  More...
  • 20. How do I prevent a journal entry from being posted to my General Ledger once I've finished my books and printed financials for that month? Public
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    Tool #360 End of Month Processing should be used by your credit union whenever you have finished posting entries to your books for a particular month and want to prevent additional entries from being posted accidentally. Refer to the Closing Your Books link below for details about what happens when you use this feature. NOTE: This is not to be confused with the month-end processing that is done by CU*Answers Operators every month for online CUs (or by self processors) on the last day and fi  More...
  • 21. When It's Me 247 Online Banking is offline for maintenance, what's the rule of thumb for when members will see a splash page explaining what is happening, and when they won't? Public
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    The answer depends on which network component is offline. The host in this case refers to the iSeries that runs CU*BASE member files and processes your member data. The online banking server refers to the equipment and programming that runs It's Me 247 online banking itself (there are actually multiple servers). If only the CU*Answers host is offline (online clients) - We can use the online banking servers to display a standard splash page explaining the situation. If for any reason we ca  More...
  • 22. When I try to open my CU*BASE GOLD session, I get an error message: "Warning L03: The Seagull License & Message Server on your AS400(systemname) could not be contacted." What does this mean? Public
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    It means that your workstation is unable to reach the licensing system on the iSeries here at CU*Answers. There are several possible causes. 1) Your PC is not currently connected to your network or you have not logged on to your network properly. Restart your PC and log back on to your network. There may be other causes. If restarting the workstation does not help, contact your staff IT specialist. 2) If the software has been recently installed or reinstalled, there may be a misconfiguration.   More...
  • 23. Where can I find Fiserv's SAS70 Report? Public
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    Fiserv posts thier SAS70 Report on the Client Connect web site. Credit unions that are on an individual site, have a log in to Client Connect, so they can gain access. Credit unions on the Cooperative Model do not have access to Client Connect, so they would need to contact our Customer Care Specialists to get the report.
  • 24. Can you clarify the requirements for displaying the NCUA logo and advertising statement? Public
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    The regulation is split between the usage of the of the official sign (740.4) and the advertising statement (740.5) which we use in online banking. Use of the sign is required at a locations and internet sites when deposits are taken or accounts can be opened. The advertising statement does change from time to time as the rules relative to insured amounts are amended. This statement must be used when placing an add in a publication or statement and even that requirement has specific requirement  More...
  • 25. How do I know the member account to charge the iPay Stop Payment Fee that appears on my CU*Answers Invoice? Public
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    There is a standard report delivered through iPay's Master Site called the Exceptions Report . If you look at the members list for re-issues, those members incurred the stop payment fee.