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...

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...

The new phone # database introduced in the 18.07 release includes both a Mobile phone checkbox as well as a Can sent text messages to this number checkbox. There’s also a place to enter free-form comments on each individual phone number. Also remember to take advantage of the existing marketing opt in/opt out flags . You could even use all of these elements in tandem with a special Tracker Type/Memo Type combination that specifically records a member’s written consent. Another idea  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...

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...

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...

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.

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. To see examples of how CU*BASE GOLD utilizes this sofware, click here to open the PDF Exports from CU*BASE flyer. See below for directions on what to do if you need to purchase a license of this sofware (iText Sharp) or how to install it once you have purc  More...

T o ensure all your email messages are delivered to members, be sure to include ALL 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 your message uses proper grammar, spel  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 h  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...

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...

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...

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...

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.

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.

Make sure that drivers for the printer are loaded on the PC on which you are building the session. Test the drivers by printing a windows test page unless you are using a thermal receipt printer. DO NOT SEND WINDOWS TEST PAGES TO THERMAL RECEIPT PRINTERS! Once you know the printer is set up correctly, then perform the following steps: 1) Go to Start>Programs>IBM Client Access Express>Emulator>Start or Configure Session. 2) Select Configure. 3) Set the System Name to WESCPROD.  More...

At the heart of the matter is the calculation and rounding the system uses. As we state in our documentation, we calculate to 8 decimal positions and half round up in the fourth. We warrant this math and it has not changed since 2006. What that means is that the member must have accrued at least 5 ten thousanths of a penny before we will begin accumulating the amount. In the case of a member who has more than the minimum balance to earn a dividend but less than the amount to actually accumul  More...

The AnswerBook's knowledge packs are comprised of broad and understandable personal finance content and calculators. The information contained in the knowledge pack items does not offer advice, but rather provides information relevant to various life events. Each knowledge pack item includes a "terms of use" link to restrict your liability and help ensure proper usage. In addition to providing great information themselves, the knowledge packs include links to hundreds of other Web sites, but car  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 pa  More...

The easiest way to find out the status of the warranty is to call Dell. The first thing that should be done is find the Express Service Code . This is a 10-digit numerical code that is located on the PC. Once the Express Service Code is found call Dell Customer Support at 1-800-456-3355.

The correct naming format for a Client Access Express print session when using CU*Answers software applications is XXNNN where XX is the printer ID and NNN is the three-digit identification number for your credit union. Printer IDs must follow this format. Example: R1999 In general, we follow some helpful conventions that allow your users and our support personnel to quickly identify the type of printer we are assisting you with. Receipt printers generally begin with R (example: R1999); chec  More...

Client Access is a nontrivial, PC-based, client server suite of applications. It makes extensive use of the registry . The installation program creates many registry keys. The application must not be restricted from its own keys. It is not expected that any application works successfully in such an environment. Following is a list of registry keys that Client Access requires access to: HKLM\Software\IBM\Client Access\ HKCU\Software\IBM\Client Access Express\ HKLM\SOFTWARE\Microsoft\Cryptograph  More...

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...