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Announcements
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1.
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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2.
What features does It's Me 247 Mobile Web Banking offer?
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...
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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.
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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5.
What web browsers does It's Me 247 Online Banking support?
Refer to online banking help using the link below for current usage requirements.
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6.
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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7.
Currently our certificate rates are played in CU*Talk audio response as well as displayed in It's Me 247 online banking. Can we delete these rates only from audio response?
The following applies only to credit unions that have activated the Text-To-Speech (TTS) engine for CU*Talk Audio Response. You can use Tool #506 Member Rate Maintenance to control product rates read to members in CU*Talk Audio Response. But keep in mind that because you are using Text-To-Speech, changes made here directly affect the credit union website and It's Me 247 online banking as well. Once in the menu option, select shares or certificates. From the next rate menu you will see a More...
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8.
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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9.
Are CU*TALK audio response and It's Me 247 online banking ever put into stand-in mode?
Yes, this occurs every night when we perform daily processing. During stand-in, all audio response features will continue to work as usual. However, there are a few special features in online banking that are not available during stand-in processing. See the link below for more details on services that are unavailable during stand-in.
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10.
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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11.
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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12.
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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13.
What options are available for who controls setup and access to "BizLink 247" business banking?
There are three options available for setting up users, assigning permissions and resetting passwords in BizLink 247 (formerly It's My Biz 247 ): Scenario A: Company controls access to BizLink 247 and PIB-MLO (credit union still can support) If the company elects to use PIB-MLO, your credit union will only need to set up an initial administrator user in CU*BASE. Then the business will have a user that can log into PIB-MLO who can manage online banking access, including adding additional use More...
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14.
How long are cancelled check images retained in "It's Me 247" online banking?
If your check processor is CU*Check Item Processing, check images are retained for the same time period as transaction history. Other check processors may have a different retention schedule.
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15.
How do I tell my members to contact support when they need help with "It's Me 247" Bill Pay (Fiserv)?
Credit union employees can communicate with a Bill Pay Customer Care Specialist via Answerbook or via phone, and members can communicate with us directly through their bill pay product. Here are the steps for members to take (applies to credit unions on the Cooperative Model). Please encourage your members to communicate their questions using this method: After a member has logged into Pay My Bills via It's Me 247 Online Banking, at the top of the bill pay screen is a series of gray navig More...
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16.
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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17.
How does a member's account get debited for bills they schedule through "It's Me 247" Bill Pay (Fiserv)?
In one of three ways: Note: The term 'subscriber' refers to your 'member'. Electronic Payments (ACH) - Fiserv's preference is to send all payments electronically. However in the Risk Model format it is not always feasible. Fiserv submits the merchant payment (via the fed) from a Fiserv settlement account the same day we submit the debit (via the fed) to the subscriber account. Fiserv is taking the risk on the payment. Electronic payments are typically sent when the subscr More...
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18.
Will we know if a bill is be paid by ACH or check in "It's Me 247" bill pay (Fiserv)? If so, how? How will stop payments be handled?
The most important thing to understand is when the bill will be received, not how it will be paid. Payment methods are determined by the relationship between Fiserv and the biller, and are subject to change. When scheduling a payment, the system automatically pre-fills the earliest payment date the biller can receive the payment. The date can be altered to a future date, but not an earlier date. Once a payment begins processing, you will be able to view the payment method in the history. If the More...
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19.
How can I find out if a member has more than one share draft account enrolled in "It's Me 247" Bill Pay (Fiserv)?
By clicking on the Accounts button in Customer Care, you will see a list of the accounts that member has had enrolled. Across from each account an active or inactive detail will be displayed.
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20.
Where can I learn answers to frequently-asked questions (FAQs) about "It's Me 247" Bill Pay (Paymentus)?
Information on It's Me 247 Bill Pay (Paymentus) can be found on the Frequently-Asked Questions page devoted to the product. Click the link below to go to the page.
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21.
How does an "It's Me 247" Bill Pay (Fiserv) Customer Care Specialist communicate with my members regarding their account?
When we communicate with a member, it will be via an email to their Bill Pay product. This could be an answer to their payment inquiry, or an update on their case, or because we have been alerted to an issue regarding their Bill Pay account, etc. When the member logs in, they will see a “You have a new message!” prompt. They can click the link at that time. NOTE: If they dismiss that prompt and need to find their messages at a later time, that is also possible: At the very bot More...
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22.
What are the requirements for a member when they try to enroll into "It's Me 247" Bill Pay (Fiserv) with an organization name.
Fiserv allows up to 4 words in the name of the organization with a single space between each word, and no punctuation.
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23.
Who can perform case tracking for "It's Me 247" Bill Pay (Fiserv) users?
Credit Unions can use the Customer Care software tracking feature. However, the Client Service Department is happy to handle the tracking function for our clients.
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24.
How can I obtain statistics on how my members use audio response and online banking?
There are several ways to obtain this data. To see the total number of active online banking members, use Tool #856 Tiered Svcs Monthly Comparison to display active user counts for any monthly period. (HINT: Click the Goal 4 button to display this data.) This can be done even if your credit union does not use Tiered Services for any other purpose. To print a report of usage statistics, use Tool #141 ARU/Online Banking Stats Dashboard To see online banking usage stats for a particular m More...
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25.
Can payments be made through "It's Me 247" Bill Pay (Fiserv) to outside the US?
No. Fiserv will not accept a biller with a foreign address nor will the program allow for a payment to process to a biller with a foreign address. Also, a member who is listed with a foreign home address will not have their enrollment accepted by Fiserv to use the It's Me 247 bill pay product.
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