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1.
Why does CU*Answers charge a monthly fee for running service charge programs we configure ourselves in CU*BASE?
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...
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2.
What are some basic browser troubleshooting steps to take when an issue with a website is encountered?
While it is possible that an issue someone runs into on a website is an issue with the web server or a programming issue with the site, it is very important to rule out any browser or workstation incompatibilities first. If the website is not being opened in a supported browser, for instance, it can cause errors that would otherwise not exist. So what are some standard troubleshooting steps than can be taken? Are you using the latest version of your browser? Just like any other piece of software More...
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3.
When I print a check, the logo and signature areas are not printing correctly. I am getting garbage characters such as !@#$%&*()abc, etc. Why is this happening and what can I do to correct it?
These symbols print when the printer doesn't know what graphic or font to use for the logo, signature, or MICR line. There are a few possible causes: Is this a new printer? If this is a new printer, the first thing to consider is whether the other printers at the credit union use Check Secure devices. Check Secure devices are no longer sold and are not compatible with new printer hardware. To transition from Check Secure devices to the new software based check printing methods, contact CU More...
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4.
What hardware is required for the CU*Answers online imaging solution?
To take advantage of the CU*Answers online imaging solution, there are a few required pieces of hardware. Each branch will each need an Gweep upload appliance to transfer the electronic images to the secure database. Additionally, scanners are needed to capture photo IDs (and supporting documents for loans), and signature pads are needed at each workstation where receipts are signed. Thermal printers are required for the system. These hardware devices are described in more detail below: Gweep U More...
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5.
What special characters are allowed in online banking passwords, security question answers, and personalized security questions? Which ones are not allowed?
For an additional level of security or to fulfill complex password requirements, members may add special characters to their passwords. They may also add special characters to their security question answers. Some members may even use the feature that allows them to create their own security question, and they may elect to include special characters in that as well (for example a question mark). Allowed special characters are listed below. Some characters have special significance to certain More...
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6.
Is PIB the same as multi-factor authentication?
No. PIB is a layered security solution , which is one of the three methods recommended by the NCUA to comply with the “Guidance on Authentication in Internet Banking Environment” (letter 05-CU-18). Remember that you only need to select one of the three available methods. (The other two methods are multi-factor authentication, and “other controls,” the NCUA’s way of allowing for technology that doesn’t even exist yet.) Although the term “multi-factor More...
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7.
Is there a report on CU*BASE that will help me gather the data I need to fill in the FR2900 report?
Yes, there is the PREGD Reg D statistical report that is automatically generated every day and is located in CU*SPY under the Member Service category. This report gives you the balances of your shares, drafts, and certificate accounts along with the balance for GL 739.00 Cash. Simply print the days you need to collect for the FR2900 report. To find the balances for other GL accounts for the 5 days requested in the FR2900 report you can use Tool #650 Print GL Trial Balance (monthly) to select More...
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8.
My keyboard mapping from CU*BASE does not seem to be functioning correctly. How can I configure this feature? For example, I hear that pressing the plus key on the number pad can clear all the fields on a screen without my having to individually select them.
Keyboard mapping is still supported by CU*BASE, but may not be mapped for you. To map your plus key on your number pad to clear a field and advance to the next field, follow these steps: Right click on the title bar of CU*BASE and choose Settings from the dropdown menu. Click the Keyboard Mapping tab. Scroll down to a Host key of Special.fieldExit and use Edit . Place your cursor in the Mapped key field and use your keyboard and use the right Ctrl key followed by the plus sign on the number pa More...
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9.
If we review an RDC item in the online queue and reject it, is there a way for the system to automatically notify the member via email?
Yes! eDOC Innovations provides the ability for a credit union to send automated emails to members should an item be rejected by the CU. It could be an item that was not endorsed properly, bad image, duplicate item, etc.; things beyond daily limits and only known once the check is sent for processing. This item is available in the eDOC Innovations online store for a very small one time setup fee. If you need eDOC to update all of your enrolled users email address in our system we can help wit More...
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10.
On some of my 1098 tax forms, members who just opened a loan this year are seeing an amount under “Box 2. Outstanding Mortgage Principal” that they don’t understand. Where does this figure come from?
The IRS, which makes changes to tax form layouts almost every year, recently added this new informational box to form 1098 to report the balance on a mortgage account as of January 1 of that same tax year. Each year on January 1 we capture the loan balance on all loan accounts in a special file, and then when tax forms are created at the end of the year we can use that figure. Therefore, for loans that were opened in a prior tax year, this balance is usually easy for members to understand. More...
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11.
What’s the best way to print a batch of Query Definition Reports?
Launch Tool #100 CU*BASE Report Builder (Query) Make sure the Location reads QUERYxx (where xx is your CUID) Click the Lookup button next to the Name input field Use the tab key to jump down to the list at the bottom of the screen, and use tab or page down to scroll to the first query you wish to print Tap the letter “P” or choose Print definition from the drop-down menu Repeat steps 4 5 for a small batch of Queries (to avoid an error message, choose no more than 8-10 at a time) More...
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12.
I noticed a value in the "Int accrued since write-off" field on a written-off loan, but that amount doesn't match what I would have expected, since this loan was written off a few years ago.
Remember that this new value only started being calculated with the implementation of the 22.05 release in May of 2022. However, if you had been tracking this manually via a spreadsheet since write-off, use these steps: Launch Tool #1030 Write-off/Chart-off Loan History Maint Enter the written-off loan account number Calculate the sum of whatever amount appears in the Int accrued since write-off field now plus your tracked figure, and enter that total into the field Click Update (F5) to More...
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13.
I'd like to clean up some of my old, unused Queries. What's the quickest way to delete a batch of Query definitions?
A quick way to clean house is to click the Lookup button next to “Name” on the initial Query screen (Tool #100) to display all of the definitions in your QUERYxx library. Use the drop down lists to choose Delete (the keyboard shortcut is “D”) on any that you no longer need. To avoid errors, we recommend you delete only small batches at a time.
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14.
When I print checks and money orders via Xpress Teller, will I get a receipt for each item, or a single receipt for all of them?
Each time a check or money order is generated, the system will print the check/money order itself, plus a single receipt for that item.
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15.
Since the "See" feature is not going to be available anymore in the new look, will members who used that automatically be switched to allow "Jump" or will they just not have the feature at all?
We will not be converting any existing members who have only the See feature activated so that they automatically allow Jump for those relationships, but you can make those adjustments yourself as members request that access be reinstated. Use Tool #14 Member Personal Banker then choose See/Jump Relationships . Since we are still considering how to introduce a different type of See functionality in the future, at this point we will not be removing the existing settings from the configurat More...
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16.
A member makes weekly deposits towards his monthly loan payment amount. One month recently his due date moved forward an extra month, even though the loan is set up to require a single payment per period. What happened?
This can happen on occasion because of how the Partial pay* field on the loan account record works. For members who make weekly deposits toward a monthly payment due, once in a while, when the calendar weeks fall just right, that weekly amount might accumulate in Partial pay to the point where a small payment made early in the period, coupled with some leftover money in the Partial pay field from the last period, is just enough to bump the due date forward a period. Remember that a period in More...
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17.
How do I know which version of the Topaz signature pad drivers are installed on my PC?
1) Go into the Windows control panel and select “Programs and Features” Verify that one of these conditions is TRUE: Your system contains the highlighted line in the image below showing the correct version number of 4.4.0.22. Your system contains the highlighted line with any version PLUS the line showing Topaz SigPlus Upgrade published by eDOC Innovations Inc. 2) If you are not on the ccorrect version and need to upgrade go to updates.cubase.org and run the Topaz driver inst More...
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18.
What does "mobile first" mean? What does this have to do with the new look coming for "It's Me 247" online banking?
Mobile First means… starting with the smallest canvas you support (a phone) and designing an experience for that, instead of working from large (desktop) to small (phone), with all of the compromises that entails. In other words, we design in It’s Me 247 mobile banking first and then decide how those feature work in desktop banking. Mobile First means… a unified look, feel and navigation for desktop, mobile web, and mobile app banking. Mobile first means making tools that lo More...
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19.
I have activated the Flex Loans feature. When my member adjusts their term online, they are not seeing all available terms as expected. Why could this be the case?
Flex Loans allows members in It’s Me 247 to request a change in the term of their loan which results in a payment change. This is permitted on configured products with monthly payment frequencies. The loan modification request can be immediate if the member is qualified and your credit union activates auto approvals. Otherwise, the member’s request is sent to the LOS loan queue ( Tool #2 Work/View Loan Application Status ) to be approved or denied by your loan officer. While using More...
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20.
How do I post a loan payment to principal only?
On the Teller Deposits/Withdrawals screen, you can use one of the following Process Codes (enter the code into the far-right Proc Code column next to the loan account): L - Use this code to post the ENTIRE deposit amount to principal X - Use this code to override the default payment matrix and specify exactly how the payment amount should be distributed between principal, interest, escrow, fine, etc. For more details, click on the links below to open related online help topics. NOTE: More...
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21.
When I scanned a document in ProDOC I entered the wrong index information. How do I change the index information on the document in idocVAULT?
To change the index information on a scanned document in idocVAULT you need to be in the CUADMIN group. Search and find the item in idocVault that contains the incorrect index information. With the document being displayed in the right pane, scroll all the way to the right in the in left pane containing the index information. You will see a small icon that looks like a page, click it and it will bring you to an editing screen that will allow you to correct the index information. Save your chan More...
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22.
I have a 365 loan with an attached escrow account where the system made an escrow transfer for less than the normal escrow payment amount. How can I figure out why that happened?
In this situation , the most important piece of information you need to know is whether the loan category uses Escrow Partial Pay . You can determine this by taking the following steps : Launch Tool #458 Loan Category Configuration Enter the correct Loan Category code Select F17 - Payment Controls See whether or not Allow teller to post partial payments is checked If partial payments are allowed on the loan , see whether or not Allow partial escrow payments is checked If partial paym More...
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23.
Can a member take out more than one Deposit Secured loan?
In cases where a member has multiple certificates, savings, or checking accounts), each sub account that qualifies is able to be used to secured a Deposit Secured loan. Additionally, the member is allowed to open multiple small balance loans against an account with a larger balance. The number of loans is limited by the number of loan suffixes allowed per loan category.
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24.
How long is a credit report saved online?
If the credit report is attached to the loan, it will be retained for the life of the loan. Otherwise, the credit report detail is usually purged after 60 days, and the summary and decision is purged after 6 months. (This is configurable; if you would like a longer retention, contact Lender*VP. A small monthly charge may apply.)
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25.
I have not received the latest ProDOC release through eUpdate, what do I do now?
There are two primary reasons that you may not have received the latest ProDOC release through the eUpdate process. First, ProDOC may already be running; second, you may not have eUpdate installed! Checking if eUpdate is installed To check if eUpdate is installed, first check the DocLogic your 32-bit Program Files directory (this is C:\Program Files on 32-bit operating systems, or C:\Program Files (x86) on 64-bit operating systems). You should have an UpgraderX directory. Additionally, check More...
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