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1.
A couple members have complained that when they do transfers in mobile banking or in our mobile app there’s no way to enter a decimal point for the transfer amount. So the transfer has to be done as whole dollars only, and can’t be dollars and cents.
We have learned that certain phone manufacturers that use the Android operating system have customized the keyboard that comes with the phone, and in some cases that keyboard doesn’t allow a decimal point to be entered into numeric input fields. That is not a shortcoming we can overcome with the behind-the-scenes programming in our It's Me 247 mobile web software, which is also used by mobile app vendors. So our recommendation is to advise the member to download a different keyboard More...
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2.
What new information does member see on the Login History page in Mobile Banking and "It's Me 247" starting with the 18.08 Online Banking release? How might this be different if the member logs on with device registration controls to their access (PIB)?
The member will see some new information on the Login History screen starting August 29, 2018. The data for this change was collected beginning August 7th. New information includes: Login Source types: iOS, Android, Desktop Browser, Mobile Browser, Loan Application, Other Login Methods: Username Password, Fingerprint, Pin, Voice, Face NOTE: If a member uses Personal Internet Branch (PIB) device registration, a duplicate login record might appear that doesn’t record the login source, IP More...
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3.
What are the timeout values for "It's Me 247" online and mobile web banking?
Most online banking and mobile web pages have a timeout value of 15 minutes. The exception is the login pages, which time-out after 5 minutes of inactivity.
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4.
One of our members tried to set up biometric authentication for the mobile app. The app said setup was successful, but he was unable to use any of the biometrics to log in. He tried multiple times and is now locked. He uninstalled and reinstalled the app. He also restarted his phone. After restarting, he was notified that authentication is temporarily locked.
The member will need to wait 15-20 minutes until they are unlocked. Or the member can also toggle to the standard login process and enter their username, password, and answer to security question, then access the settings info option from the More menu, and they can reset their app data or go into authentication options and reset authentication options on all devices to re-establish their MACO features.
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5.
How can I see how many visits we've had to our mobile web banking site?
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’
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6.
A member was filling out a loan application via the "It's Me 247" mobile app, and had trouble filling in her date of birth using the date picker. It seemed like the app was requiring her to tap the left arrow, one month at a time, all the way back to her date of birth 36 years ago!
Depending on your browser or your device, the date picker will vary. For mobile devices, the loan form currently tries to prompt the native date picker of the device. There are variances between iOS and Android that might be confusing. For the iPhone, the date picker is pretty straightforward and it's pretty easy to change the year. However, on an Android it's not as obvious. The trick is to tape on the year itself, which pops up a rolling list of other years to choose from. See More...
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7.
If a member enrolls in eStatements for the first time today, will they have their previous statements populate as eStatements in the mobile app or in online banking?
Yes, previous statements will be available, going back as far as our normal retention period.
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8.
I would like to write some custom Queries to find out how many mobile phone numbers I’ve gathered. Since I can’t force the label to be consistent, how do I do that?
If you are interested in being able to find out how many mobile phone numbers you have in your database, instruct your team to take advantage of the Mobile phone checkbox, which can be checked for any stored contact number. Then when creating a Query of the MASTPH file look for numbers with a Y in the MTPEFT field.
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9.
Where can I get data on the checks members deposit through my mobile app’s Remote Deposit (RDC) feature?
The approach to finding data on mobile check deposits, or Remote Deposit Capture (RDC) activity, will depend on what systems and processes are used to post them to the member’s account. If deposits are automatically posted : Check out Tool #1985 Auto-Post RDC Deposit Dashboard to find a listing of every posted deposit (or attempts that ended in error), for any date or time period you are interested in. Total amount and number of checks are included for quick reference. Interested query-w More...
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10.
I am using the Mobile App Card Control feature to allow members to manage their cards. How can I see data related to which members are using this feature?
There are several ways to view data on members using card controls. Card Status Change Exceptions Report As the status to activate/deactivate is sent in online mode only, not in nightly batch maintenance, any exceptions to card status changes will not appear on the standard nightly maintenance report or exception report. To view and work any exceptions to the member card control status changes, view the daily report Daily Member Card Status Exception Report ( LCSALGE) found in CU*Spy. End of More...
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11.
When a database table (file) is expanded or reformatted as part of a development project, what kinds of adjustments might need to be made on my custom Queries that use that table in the definition?
For things like expanded balance and transaction $ amounts, Query will automatically adapt to larger amounts, and you generally won’t need to do anything. (The only exception is if you send the output to a vendor, they’ll need to be made aware of the larger amounts. Or perhaps if your report is completely full side to side and you need to remove a column in order for everything to still fit across a printed page.) As far as dates, if a date was formerly 3 separate fields for year More...
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12.
We just enrolled our member into Remote Deposit Capture (RDC). However, the member is unable to move past the "Check Amount" Field in her mobile app. It shows a red triangle with an explanation mark (!). Why can't she move forward with the item is within her RDC limits?
Make sure that the mobile device has a Keyboard Type of English, United States. Then it may also be necessary to change the region to show as United States. This is a common reason that members are unable to get past the Amount field.
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13.
With the new look for "It's Me 247" online banking, are the features still going to be different for desktop and mobile web like they are now?
No - in fact, with the new mobile first design and module infrastructure, the same product will be presented to members on any device - phone, tablet, or desktop! The screen size will automatically determine how items are displayed, for the optimum user experience on any size device.
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14.
Is CU*Answers going to add Zelle to its mobile offerings?
A common request from credit union employees, although generally not from credit union management, is that the network (CU*Answers or cuasterisk.com) should move to “get” Zelle. While we understand the general rule of thumb that if members seem to like a solution it makes sense to match it, in this case the credit union business leader needs to look deeper: Zelle is a branded solution for P2P. It is a community that you join. Zelle provides a P2P transaction approach that is uniqu More...
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15.
What is the number for Mobile Text Banking?
The number for Mobile Text Banking is IM247 (46247) . This short code will work only if your members have enrolled in Text Banking. Our Mobile Text Banking online booklet offers information to satisfy a large number of potential questions, and we recommend consulting it as needed.
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16.
What is the Internet Retailer Support Center (IRSC)?
The Internet Retailer Support Center (IRSC) is a support desk at CU*Answers for credit union virtual channel project managers. It brings together several digital strategy products into one cohesive location and a single point of contact—no more searching across CU*Answers’ websites for forms saved in different places! Credit unions looking to expand their virtual channel marketplace will be able to shop and explore the offerings online as well as check project development status. The More...
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17.
What are the minimum requirements (minimum usage requirements) for "It's Me 247" online banking?
Remember that as security requirements and the Internet world change, so will these requirements. If a member is having trouble accessing It’s Me 247 features, the first step is always to upgrade the browser software. Supported browsers are the two latest versions of: Chrome, Firefox, and Edge (PC) and Safari (on a MAC). The browser must have session cookies and JavaScript enabled. The browser must use 128-bit encryption. (To check the encryption level, from the Help menu, choose Help More...
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18.
I have a husband and wife who both receive Social Security payments to the same membership. Now that CU*BASE uses the new way of handling ACH transactions from the SSA, these are causing duplicate distributions to be posted. What should I do if my members still wish for them to be separate transactions?
With the 16.10 release a new cross-reference system was implemented that automatically funnels all incoming company IDs from the Social Security Administration and treat them as if they came from one, consistent company ID we’re referring to as the “Primary ID.” In cases where the Depositor ID is the same, for example a husband and wife, these ACH transactions will be handled by the same master ACH distribution record under the Depositor ID since duplicate Depositor IDs are no More...
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19.
What commands are available in text banking?
Keywords are not case sensitive. For example, you can type either help or HELP or even Help and you'll get the same result. BAL Reponses to BAL include the available balance on three savings accounts/and or checking accounts. Member Text: BAL Text Response: xxxxxxxxxxxxxxx:$-9,999,999.99, xxxxxxxxxxxxxxx:$-9,999,999.99, xxxxxxxxxxxxxxx:$-9,999,999.99. Reply HELP for help. Msg Data Rates May Apply. If multiple memberships are enrolled with the same phone, the response will ask you to specif More...
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20.
Is PIB the same as multi-factor authentication?
No. PIB is a layered security solution , which is one of the three methods recommended by the NCUA to comply with the “Guidance on Authentication in Internet Banking Environment” (letter 05-CU-18). Remember that you only need to select one of the three available methods. (The other two methods are multi-factor authentication, and “other controls,” the NCUA’s way of allowing for technology that doesn’t even exist yet.) Although the term “multi-factor More...
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21.
Why does CU*Answers charge a monthly fee for running service charge programs we configure ourselves in CU*BASE?
There are two primary reasons we charge this fee: Our belief that we should do our best to keep our fees down when credit unions do not earn. This is why, for example, It's Me 247 mobile web is offered free to our credit unions. It's also behind our constant pressure to reduce fees where CUs have no basis or belief they can charge for a defensive, relationship service. Charging for these services in this manner fund other areas where the direct expenses cannot easily be identified wi More...
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22.
Can online banking download to current versions of Quicken?
Yes! We offer this service so that you can allow members using current versions of Quicken to download data from online banking. ( It's Me 247 will also continue to offer the older QIF file format which works with Quicken versions 99 through 2004.) As explained in the brochure (see the link below), there is a startup and an annual maintenance fee from Qucken to offer this feature to members. (CU*Answers has paid for all of the development and testing and will not charge your credit union a More...
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23.
I accidentally hit my SHIFT key a bunch of times, and a window popped up on my screen that I clicked OK on, and now my keyboard is acting really funny.
If you press the SHIFT key five times in rapid succession it will ask if you would like to turn on StickyKeys. If you click OK, it will turn on StickyKeys. StickyKeys is an accessibility option in Windows that allows for someone to use the CTRL, ALT or SHIFT keys one key at a time without having to hold the keys down. To turn StickyKeys off: Click on the Start button Click Control Panel If you see “Pick a category” with 10 categories below, click Accessibility Options, and then c More...
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24.
If CU*BASE is offline for some reason like system maintenance, and a member uses text banking to request a balance, will they be charged for that text message even though the system couldn't respond?
Since the system will be unable to respond with a balance, it will also be unable to log the text message against the member's account number, which means it cannot be included when fees are tallied. So although the member may still be charged by their mobile phone provider for text messages they send, they will not be charged the usual text message fees by the credit union via CU*BASE (nor with the credit union be charged for that item).
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25.
What regulatory requirements do I need to be aware of as I promote text banking to members, even if I offer it for free?
Some states require that in addition to any text banking fees you must state that message and data rates apply. This requirement applies even if you offer it as a free service. (Different states require additional language. Follow your credit union policies and procedures.) You can enter this text in the Mobile Text Introduction screen accessed when configuring your text banking service. Use Tool #569 Online/Mobile/Text Banking VMS Config , select Text Banking from the list, and check I w More...
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