The 800 number that appears on the front of the statement for credit counseling services is a national one that is paid for by CU*Answers, to cover all CUs in the network. This information cannot be customized at this time.

What This Message Means: This appears when your credit union has set a password expiration period for inactive accounts. This means that if a member doesn't log in to Online Banking for a certain period of time, their password will be deactivated. If a member sees this message, they cannot reset the password themselves and must contact the credit union for reactivation. What Steps to Take in CU*BASE: See the link below for step-by-step instructions. BE CAREFUL!! Always verify the person'  More...

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...

This procedure should be used if the member's password was disabled because of too many invalid retries. The error message the member will see reads: Please contact the Credit Union for a new password. (Review the Related Content below for instructions on what to do if the password was expired due to non-use.) To reset a member's online banking password, follow the step-by-step directions to Reset Online Banking Password in the Related Links below. Make sure to encourage the member t  More...

Yes, If you are a CU*BASE client and your check processing is handled by the Check Item Processing team, you can offer your members the ability to print copies of cancelled checks using Online Banking and the CheckViewer. If your credit union chooses to activate this feature, the member simply clicks a button from either the checks cleared screen or the account detail transaction listing, to pull that specific check. We also offer interfaces to check images from many other item processing vendor  More...

There are several configurations that control the member’s ability to set up and maintain Automated Funds Transfer (AFTs) online. Does your credit union's Personal Internet Branch configuration allow the maintenance of AFTs? Are AFTs configured to show in online banking? Does the member's PIB configuration allow maintenance of AFTs in online banking? For existing AFTs: Is the record locked to prevent changes in online banking? 1. Does your credit union's Personal Internet Bran  More...

There are a couple of access points: Launch Tool #14 Member Personal Banker and select the Online banking/ARU (activate, change PIN/password; view password history) option OR Launch Tool #72 Update ARU/Online Banking Access (PIN) (Shortcut: PIN) It's Me 247 CU*TALK CUTalk

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...

Members need to remember that when they provide their online banking login credentials to financial aggregation software (Quicken, Mint, Yodlee, etc.) these programs login to online banking in order to retrieve their information. As a result, each time they refresh their data through this software will result in a login being recorded by our online banking software.

No, you do not have to automatically activate OLB or ARU for new memberships. 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 deact  More...

Contact a CSR for assistance with this issue. The impact of the solution may vary from situation to situation.

This can be done if you completely close down your program with your existing vendor and do a hard cutover to RDC-IQ. However, depending on the status of your program, you may want to allow your members time to migrate. If you use a vendor other than eDOC Innovations for batch posting (UrbanFT, for example) and want to use RDC-IQ, we recommend that you first migrate to eDOC Innovations and use RDC Posting Services (a batch file process). Once you terminate your program with the former vendor, w  More...

Log into online banking, then in the Info Center section and select Username. Or if it is required by the credit union, the member will be presented this screen at login.

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...

There is a table called MBRAPPSTAT which holds records of various API calls done during the entire member authentication process, even before they have successfully logged in to online banking (even if through the mobile app). That is the first place TO look to see records of what's happening with this member's account as they step through that process. There is one row for each API call, and each API call represents a different phase of the process. For example - Get Username, Get Chall  More...

This situation could occur if your credit union charges a Service Charge fee to members who do not belong to a particular Marketing Club. If a member does not have funds to cover the Club dues at the time the dues are posted, this member's status in the Club is changed to P for pending. (This can be confirmed on the TCLUBFEE exception report.) When the Service Charge posting program is run, the member is then charged the Service Charge fee (since the member is not currently active   More...

Within CU*BASE the Participation Lending software is for managing member loans and investor positions. With this the member record is serviced by your credit union and therefore recorded as an actual member loan. If your credit union is purchasing into a loan serviced by someone else and you would like to manage your investment in participation offerings by others, this can be done through the CU*BASE Investments subsidiary software. Some pointers to keep in mind: You will use Tool #993 INV 1:  More...

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.

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.

In online banking, members see both their Tiered Services points (member points) and possible points. As a general rule member points do not exceed possible points. Member points can exceed their possible points if the member has several accounts that qualify in categories that count each individual account instead of limiting points to one per loan category or dividend application. For example the categories of “general savings accounts” or “all other loans accounts”  More...

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...

As a result of a January 2018 Windows 10 update, you will need to join your Windows 10 iSweep to your domain. This will be handled internally for Network Services Managed Clients, however, non-managed clients will need to have Network Services work with their IT staff/third party IT company to setup a new local account on the machine in order to join this unit to your domain and complete the additional steps. Configuring Group Policy and Active Directory Active Directory Configuration Open Act  More...

There are two primary reasons we charge this fee: Our belief that we should do our best to keep our fees down when credit unions do not earn. This is why, for example, It's Me 247 mobile web is offered free to our credit unions. It's also behind our constant pressure to reduce fees where CUs have no basis or belief they can charge for a defensive, relationship service. Charging for these services in this manner fund other areas where the direct expenses cannot easily be identified wi  More...

CU*BASE does have several different places where product descriptions can be configured, each used for different purposes. It's common for the descriptions to be entered the same into each configuration, but there are reasons why they are sometimes slightly different. For example, if you use the same range of account suffixes across several of your checking account products, your account suffix description might be something general like Checking whereas the description entered into the   More...

The Monthly Minimum Balance Service Charge looks at the balance in a field called MMBAL. This field stores the Monthly Minimum Balance. There is another field called MINBAL, which holds the minimum balance used for dividend calculations, which could be quarterly, annually etc.