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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.
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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3.
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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4.
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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5.
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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6.
My member got an alert from the mobile app telling her a card transaction had occurred. But her husband also has a card attached to the same account. How can I tell which transactions she did versus the ones her husband did with his card?
This data can be accessed as follows: For credit cards: Tool #12: Update/Order Online Credit Cards (Shortcut: cc) or Tool #568: Online Credit CardOrders Inquiry (Shortcut: ccinq) Select a card, then choose Activity to view the activity on the card For ATM/debit cards: Tool #11: ATM/Debit Card Maintenance (Shortcut:card) or Tool #156: ATM/DebitCards Activity Inquiry (Shortcut: cardinq) Select a card, then choose Activity to view the activity on the card Use the link below to view online h More...
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7.
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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8.
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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9.
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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10.
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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11.
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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12.
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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13.
With CD Secured Loans, where does the member see the “Get Loan” link in online or mobile banking? Why might my member not see this link?
If the member has multiple eligible certificates, they will see a “Get Loan” hyperlink for each of these certificates on the Account Summary page. When a member is using Mobile Banking, the “Get Loan” button appears below the certificate information on the Certificate Detail page. A member might not see “Get Loan” link to open a loan for the following reasons: There are not any funds available for the loan because they are already secured, either for another C More...
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14.
When looking at the ATM/Debit or Credit Card Activity screen, what does the indicator in the Type and Transaction Description mean?
The fields are related to Process Codes, in that they are derived from the code attached to the message received from the plastics processor (vendor, or switch). The Type you see in the initial Type column of the Activity screen relates directly to the Transaction Description when you view additional transaction details. Transaction types may not apply to all vendors. Examples of these labels are as follows: DEP (Deposit Transactions) ATM/DEP A deposit made at an ATM. ATM/DEP - including a $ More...
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15.
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 Internet Explorer (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, More...
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16.
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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17.
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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18.
What is Audit Link?
The Audit Link service consists of three interrelated business activities. The first is an overall analysis of the credit unions needs, hot buttons, and recent audit or examination findings. This analysis is designed not only to tailor the program for the credit union but also to facilitate an overall general compliance tune-up. The second area of this initiative is the development of a daily, monthly, and quarterly roadmap of tasks to be completed. This is where the credit union would see the More...
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19.
What is changing on February 9, 2021* with member phone numbers as they relate to card orders and maintenance?
**Please note that the implementation of this change was previously scheduled to occur on Tuesday, January 26, 2021. We identified the need for adjusments before deployment, and the implementation was rescheduled for Tuesday, February 9, 2021** On February 9 th 2021, CU*BASE will begin using only phone numbers that are stored in the MASTPH file when generating card activation information to send to vendors on initial card orders. The numbers in MASTPH are determined by the label/flag applied i More...
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20.
Why on an ATM or Debit card do I need to flag a member's card as "hot" and also close the same card in order to close the linked account or close the membership?
When a credit union statuses a member's card as 'HOT' or warm (Lost/Stolen/Fraud/Restricted), this information is transmitted immediately to your vendor to stop any further withdrawals/purchases being performed with that particular card. But at your vendor a 'Hot Card' is not considered to be a closed card. When your member's card remains at a HOT or Warm card status on CU*BASE, CU*BASE is still required to send any maintenance updates such as address change, phone numbe More...
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21.
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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22.
What is stand-in processing?
Simply put, it is a way for your members to continue using interactive services such as audio response and online banking, ATM/debit cards, and online credit cards for their financial needs, even while CU*BASE is off line for normal daily or monthly processing. CU*BASE uses a special style of stand-in processing that allows for continued use of CU*TALK audio response and It's Me 247 online banking services even during the night when we perform end-of-day and end-of-month processing. Refe More...
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23.
How do I remove a photo ID linked to the wrong individual's account if I use CU*Answers online imaging solution?
You can edit and delete erroneous documents. This is performed through idocVault and cannot be done on CU*BASE. Anyone that is in the CUADMIN user group on idocVault, will have permissions to edit any document. They can delete, edit indexes, or move it to another table. For example if a receipt ended up in the Photo ID table they could move it to the receipts table. If they do not see the edit button (All the way over on the right of the document list in idocVault) then either they don't hav More...
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24.
A member just purchased a new web-enabled mobile device, but when he/she tries to navigate to It's Me 247 he/she gets the standard online banking pages rather than the mobile-friendly pages. What should I do?
Mobile technology is changing at warp speed. Because of these advancements, it is entirely possible that our redirect for It's Me 247 Mobile Web Banking will not always work. Have any member experiencing this issue navigate directly to https://m.itsme247.com to receive the mobile web banking pages. If your credit union does not have its name listed in the dropdown allowing user access via this method, have the member go to https://m.itsme247.com/xxx where xxx is the three digit online banking More...
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25.
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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