Your credit union has two options for research: A custom Query report available from the CU*Answers online store via this store tile https://store.cuanswers.com/product/invalid-email-changed-to-blank/ , also linked to below. The report is filtered by the first three bullets below and automatically looks at results within the past ten days. (This is the default number of days, but it can be adjusted.) Or you can use Tool #664 Print Member Trackers and then select to filter by: Tracker Type: AT  More...

The key thing to remember here is that when someone makes an email address change in online banking or CU*BASE, we send an email notification of this change to both the old and the new email address as a security precaution. Therefore, it may not be enough to simply look for accounts that have the email address of the member attached. The best method of attack to solve this type of question is to use Tool #100 CU*BASE Report Builder (Query). Query the appropriate month's maintenance fil  More...

Members can update personal information on the Personal Information page. As a security measure, credit unions can elect that these changes require their review before changes are accepted and changed in the system. This approval setup is activated on the Update Credit Union Online Banking Settings page accessed via Tool # 569: Online/Mobile Text Banking VMS Config and then Online/Mobile Web Online Banking. On this screen, the credit union can select to either have the changes reviewed or re  More...

There’s a chance that the email they received was forwarded by another member’s email account to theirs. To determine if it was forwarded to that member by another email address, the email headers can be analyzed to determine the route it took. Ask the Network Services help desk or your IT specialist for assistance examining email header information.

When building a loan category or changing the general ledger number in an existing loan category the sysem requires that the G/L account number be built in Tool # 383 GL Account Control Configuration first. This will ensure the accrual of interest during end-of-day processing. Contact a client service representative for help with this tool.

To update a signature line in CU*BASE, you’ll use the Tool #497 Member Connect Marketing Tools . (You will need a file name to move forward, so it can be helpful to have a test file created in your QUERYxx library for situations like this.) NOTE: For Member Reach clients, Xtend has previously created a file ‘MBRRTEST’ that will allow you to access the Message Maintenance screen. Select Online Banking and/or email message from the first window and then use Enter. On the Mem  More...

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...

Go into your member's account through Inquiry or Phone Operator. Use F14-Name/Address to access the address maintenance screen. On the Misc Info tab, update the member's e-mail address in the appropriate field. This change can also be made using Tool #15 Update Membership Information (shortcut: umbr). eStatement

This actually has to do with Gmail. Gmail doesn't necessarily care about periods. We verified this using some of our own personal Gmail accounts and received the message regardless of whether or not there is a period in it. In theory, it’s possible that this hasn’t always been true, and maybe these are legacy accounts, but if that is the case that is something with Gmail that we cannot control. There is an article on Google that goes more in depth about this issue with Gmail, see  More...

The system will automatically generate an email any time an member's password is reset using the tools in CU*BASE (such as Tool #14 Member Personal Banker ) or in online banking by the member. This message is sent automatically to the email address already on file for the member. This is a security feature that is intended to warn members if someone else initiates a password change on their accounts without their knowledge. The content of the email reads as follows: If changed by a member in  More...

If you require an email address for eStatements and your member has a wrong email address (and is enrolled in eStatements), the system will do everything to ensure that a paper statement is not mailed (which happens in this case when the email address is marked as incorrect). The next time the member logs on to online banking, they will be presented with a wrong email address prompt and asked to provide a valid email address. A link is provided to the member in this window that takes them direct  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...

Yes. Because the Red Flag warning message is never sent to an email marked as wrong, here's a procedure that will prevent the alert from being sent to both the old and new email address: Mark the member's existing (hacked) email address as wrong. Be sure to save and exit all the way out of the maintenance tool so that the change is recorded on the account. Return to the account maintenance and change the email address to the member's new address (this will automatically remove   More...

Early in January 2024, Google and Yahoo updated their email requirements for continued support of 3rd party email mailers. This includes CU*Answers. These updated requirements include requiring DMARC records for all domains that are processed by what they determine as a “Bulk Provider”. CU*Answers is considered a bulk provider, and so each domain we send on behalf of must have a DMARC record. A DMARC record is a DNS entry that tells recipient email providers how to enforce DKIM and S  More...

Previously, credit unions used Code 38 for “Return to Maker”, but this code is no longer available in the system. This change was initiated by a Reg CC change in 2018. Now, if you are presented with a situation where you need to return a check to another institution, it is recommended that you use one of these codes to clarify the reason for the check return. Some codes allow you to make the change in CU*BASE. Others require that you contact your Check Item Processor. Read below for   More...

There are several steps in removing a member's Social Security number: 1) Run a global search to see what types of relationship codes the SSN has with your credit union. 2) The first relationship codes you will want to review are the 'CB' or 'JI' which mean the non-member is a co-borrower and/or joint owner on the account. They need to be removed first. To remove them, launch Tool #3 Open/Maintian Memberships/Accounts, choose Update member information then Joint owners an  More...

The General Printer ID that is specified in Tool #326 CU Hardware Configuration does not control where screenshots are printed. The screen shot configuration needs to be changed on the virtual workstation device. Contact the network help desk for assistance. There should be 3 sessions per workstation (G0, G1, and G2). The screen shot printer can be modified here.

Click the My Preferences button (a star) in the upper-right corner of the CU*BASE home page and choose from one of the available Color themes. Use Enter when done to save. Themes are tied to your CU*BASE employee ID, so you will see that theme even if you log into CU*BASE from a different workstation.

If the configuration has a rate of 0.000, Audio Banking will not read any message for that rate, even if one was originally recorded. For example, say you have requested a message to be recorded for item #9 on the configuration, but then you forget to go in and actually enter the rate into your configuration, or you accidentally delete the rate later. That recording will never be read to the member. Once you go in and enter a rate in position 9, then message #9 will be read along with that ra  More...

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...

To change a membership from individual to organizational (or vice versa): Launch Tool #3 Open/Maintain Memberships/Accts” Enter the account base and click Update Membership/Account Info Check the Membership information flag (if you also need to do joint owner maintenance, you can check that flag now as well), then press Enter or click Go to proceed Click Unlock Fields Click Chg to Orgn or Chg to Indv Click the lookup button next to the Designation field and choose the appropriate designat  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...

Tool #569 Online/Mobile/Text Banking VMS Config > Online Banking Password and Security Settings includes a setting labeled Expire stale passwords after xxx days of non-use . This means if a member does not log in within that period of time, they must answer all of their security questions in order to reactivate or change their password, before they can log in. The maximum allowed is 90 days, so a value 6 or 12 months is not currently allowed. Remember that this process expires the passwo  More...

Yes, although for obvious reasons it is a special tool that should be carefully controlled and used only by authorized users in special situations. The most common use is immediately after a data conversion, where new clients just moving to the CU*BASE platform need to perform some routine cleanup of truncated names or stray special characters on street addresses on the data that was converted from their previous core processor. On occasion, a CU that has been on the system a while wants to go  More...

Access to personal information and other settings are now available by clicking the new profile button in the upper-right corner of the screen. These are the features included here: Message Center eAlert Subscriptions Personal Information (address, phone, email) Contact Preferences Change Username Change Password Change Security Questions Login History Password Change History