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1.
Will I be able to reset a member's security questions in CU*BASE?
Yes. You won't be able to read the answers to the member, but you can reset (clear) them. This will force the member to set up new answers and/or questions the next time they log in. This can be done two ways: Use Tool #72 Update ARU/Home Banking Access and click the Reset Security Questions button. OR In Inquiry/Phone/Teller, click the Home Banking Mbr button then use F11-Reset Quest.
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2.
Where does the member go to change personal information, update their password and security questions, and things like that in the new online banking look?
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
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3.
My member is in BizLink 247 and is getting the following message when creating a username or a security question answer: "Please select a different word or phrase for your answer. Your current choice may be offensive to some." What can I do to assist the member?
If your member gets the answer above, it means they have enter a word or part of a word on the restricted nicknames list. The restricted names list was designed to keep offensive words out of eyes of employees assisting members with their accounts, and is mainly used for the nickname feature in online banking. (It is also used in BizLink 247 authentication.) This database of restricted names is maintained via Tool #765 Restricted Nicknames Configuration . In this database, you can find the word More...
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4.
My member cannot log into online banking and has tried the usual measures such as resetting password/security questions, checking for browser updates. What would you recommend they do next?
CU*Answers consistently reviews It’s Me 247 online banking activity to ensure smooth operations and avoid service interruptions. Starting September 19, 2022, we are implementing new control options aimed at mitigating the risk of brute force attacks. These control options were designed to prevent performance issues from the system being flooded with requests from a single location. For example, we saw a significant amount of suspicious activity from Russia, which led us to implement a c More...
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5.
We are in the process of creating a procedure in the case of a security breach in which we might need to have all members change their online banking passwords. Is there a way to configure the system to force a password change every 6 months or 12 months (even if the account is active)?
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...
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6.
My member is trying to log into online banking and their security question answer does not work. Why might this be the case?
One thing to consider is if a space inadvertently has been added to the security question answer. This most commonly happens when you use a device that auto-suggests word spellings. (It adds a space that might not be obvious but gets stored in the database, and the answer won’t work right unless that space is entered.)
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7.
I have a member completed a loan application with the incorrect Social Security number for the joint owner. How did the credit report pull under the correct SSN if the incorrect SSN is attached to the loan application? Is there an indicator that will tell us that the SSN is incorrect for the co-borrower?
The information sent to the bureau was not an exact match, but based on the information provided (including name, address, DOB, etc.), the bureau returned a match to the correct SSN. CU*BASE is set up to pull a credit report for applications that are sent from online banking based on the applicant's consent to have their credit pulled within the application. There is not a way for the SSN to be verified as correct or not at the time of the application, but the credit bureau is able to do fur More...
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8.
For security reasons, I like to lock out members from using online banking until they actually want to use it. But with non-use expiration and automatic deactivation features turned on, how do I run any sort of online banking promotion?
If you: A) automatically deactivate online banking access for all new members, and B) expire online banking passwords due to non-use after 90 days, then how do you run an online banking promotion? After all, sending a marketing piece to members won't do any good if they're disabled or locked out from logging in. Of course you could have them call the credit union to get set up, but here's another idea: Set up a special promotional period! Pick a date to start your campaign. Advert More...
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9.
Can you explain how the system secures funds for debit card authorizations?
The process can vary a bit according to the vendor, but here's a discussion about how it works for credit unions on the CO-OP network, as an example. In most cases, debit card authorizations create a Misc. Secured Shares record on the member's account to hold the funds. When the actual transaction comes in, this record is automatically deleted. (There are exceptions to this rule, such as gas purchases.) A little history: In the past, debit card authorizations would add a hold to an ind More...
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10.
A member is trying to log in to online banking and they see this message: "Online access for this account has been disabled. Please contact the Credit union to reset your password." What should I do?
What This Message Means: This appears when the member has tried 3 times to enter their password incorrectly. The message does instruct the member to click I forgot my password and answer all three Security Questions to reset the password themselves. But if the member doesn't know their password or their security questions, they will need to contact the CU. BE CAREFUL: This is a scenario that presents the most risk to your members. If a bad guy finds out a member's name, account nu More...
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11.
Do I have to activate online banking and audio response automatically for all my new members?
No, actually you can default all new memberships to deactivate online banking and/or audio response access until the member specifically requests it. This is highly recommended as it helps to protect members who join the credit union but never get around to using your online tools right away. These accounts may be your most vulnerable since the member hasn't set up a private password or security questions. By deactivating them as a default, you can give them a little extra protection from More...
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12.
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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13.
One of our members received an email regarding an email address change that they claim they did not make. How can I find out what happened?
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...
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14.
What is the benefit of having members use the login pages rather than logging in directly from my website?
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...
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15.
Why can't my member log into online banking with a temporary password? What are the rules for temporary password expiration?
There are several things that cause a member to be blocked when they have a temporary password. They are a new member who has not yet been given a temporary password. When the user types in their account base and password, they will receive a message that says “Invalid account number.” The solution here is for the MSR set a temporary password for the member. A member attempts to login with an expired temporary password. When the user types in their account base and password, More...
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16.
How can I ensure MACO is unenrolled from all devices for a member's account?
Here is one way to make sure that MACO is unenrolled from all devices that have been enrolled using this particular account: Step 1: In case credentials have been compromised, have the member change their password, then enroll for MACO Step 2: If the member sees the message, “Previous Enrollment Found,” that indicates that another device has, in fact, enrolled with MACO. (Less commonly, this message could also mean that the member had previously enrolled but hit “Reset All More...
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17.
Have you ever reset a member’s password for It's Me 247 and the member was still not able to log in?
Remember that members can change their username from their account number to a personalized name. If the above situation were to happen, it is possible that the member has set up a personalized username and has forgotten that name. (Use the link below for instructions on how to see that member's username.) SECURITY BEST PRACTICE TIP: Never release a member's online banking username until you have carefully verified the member's identity. For example, ask for answers to some out-of-wa More...
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18.
How should I explain to my members what will happen when I activate the requirement for username?
While your credit union certainly may decide to add some more marketing spin, here is some basic information that you can share with your members when you activate required usernames for your members in It’s Me 247 . On [enter date] our credit union will be activating required usernames for all members. Enter this username instead of your account number when you log into It’s Me 247 , regardless of the device you use to log in. A username is a more secure way to login since it is som More...
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19.
How does Xtension authentic a membership when receiving inbound calls?
When a member speaks to the Xtension Call Center directly regarding information about their account, transaction acitivity or to request a transfer, we will begin by verifying the member's identity. Once we have asked the member for their account number we will follow the listed procedures in this order: If present, we will ask for the code word found in the member record. If answered correctly we will complete the member request. If the code word is not present we will ask for the mother& More...
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20.
Can I add account number and password fields to my website to log directly into online banking, bypassing the OBC login screens?
You can use our Direct Login widget to place a Username field on your website to begin the login process. For the password and security questions, the member would then be directed to the OBC login page, as now. Use the link below for instructions on how to use our Direct Login widget to add the appropriate code to your website. OnlineBanking It's Me 247 Itsme247
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21.
What messages will a member see when they try to log in to It's Me 247 Online Banking with a wrong password?
There is a progression of different messages for each attempt: Attempt #1: The password is invalid. Stuck and need more help? Please contact your Credit Union. Attempt #2: WARNING: Three incorrect logins will disable your password. Please verify what you typed for the Username (or member number) and click 'Enter a different username' to reenter it if needed. Or click 'I forgot my password' and answer your Security Questions to reset your password now. Stuck and need more help? Please conta More...
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22.
How can I be prepared in the event one of my check printers fails? If something breaks, how can I make sure I can still print checks for my members?
There are two things to consider when planning for check printer recovery: First, if the printer fails, how will you recover quickly? Printers are available from CU*Answers via express shipping - but can you afford to be down while you wait for a new printer to arrive? One possibility is to use duplicate-model printers for different printing functions. It would then be a simple matter to turn your teller history printer into a check printer in an emergency by moving the MICR-toner in and changin More...
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23.
How can I be prepared in the event one of my Check Secure devices fails? If something breaks, how can I make sure I can still print checks for my members?
There are three things to consider when doing failure-planning for your Check Secure unit: First, is the existing Check Secure an internal check module with a shuttlecock cartridge? These units are no longer produced, and replacements are not available so you will need to plan accordingly. If this type of unit fails, you will need to switch over to an external Check Secure unit and flash card. Your current Check Secure files will not work on the new unit - they will need to be converted. You s More...
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24.
What if a member forgets the answer to a Security Question? Will he still be able to log in to online banking?
If a member's PIB profile requires him to answer one of his three Security Questions in order to log in to online banking, there will be a button on the login page to ask me a different security question. If the member cannot answer any of the questions, he cannot log in. This feature was designed so that if the member set up questions but then forgets the answer to one of them, there is still a way for him to answer a question and log in. Remember that if the member doesn't have a PIB prof More...
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25.
Will PIB let members get a password "reminder" or help when they forget their password?
The PIB Profile online tool does include a mechanism for members to click forgot my password and, after answering a series of challenge questions, the system will send a new password to the email address on file at the credit union for that member. There is also a mechanism in Online Banking where, if your credit union has already set up a profile for the member, or if you require the use of a PIB profile in order to access Online Banking. A m ember creates a user name and password to acce More...
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