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  • 1. A black screen shows up instead of the video when I go to watch an online course video on the OnDemand site. Can you help?
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    This will happen if you do not have access to YouTube, which hosts the videos found on the CU*Answers OnDemand site. To fix this problem, ask the IT person or network administrator at your credit union to enable access to YouTube. Another reason could be your browser. If you are having trouble witha particular video, try re-launching it using Internet Explorer rather than Chrome or other browser. The reason we are putting online course videos on YouTube now, instead of on our own server as   More...
  • 2. How do I find my workstation's IP address?
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    To find your workstation's IP address you can perform the following actions: Click the Start button, then Run In the text box type cmd and press the Enter key Type ipconfig Under Local Area Connection, to the right of the row labeled “IP Address” you will find the computer's IP Address
  • 3. Can I add account number and password fields to my website to log directly into online banking, bypassing the OBC login screens?
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    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
  • 4. Installing IBM iAccess For Windows
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    IBM iAccess for Windows is required for printing from CU*BASE GOLD. It is used to create print sessions which act as a connector between your CU*BASE server and your Windows printer. Please follow the steps below for installation. ***IMPORTANT: You must have local administrator privileges on the PC to complete this installation. *** 1. A patch has been released from Microsoft to fix a vulnerability with their software, which is used to install IBM iAccess. Please install this patch if you  More...
  • 5. Is it possible to put a log-in widget for It's Me 247 on our credit union website?
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    Yes! Please refer to the link below or contact our Web Services team.
  • 6. Do I need to have an unsubscribe link in the communications I send to members? What is the benefit over having them call my credit union or reply to the email?
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    When sending emails to members from CU*BASE, or any emails to members for that matter, it is important to add an unsubscribe link. Having the member reply to the email or call a number decreases the delivery rates of your message and makes it more readily marked as spam. Simply have the link say, Unsubscribe and link it to an external opt-out website (that you will need to monitor). Don’t include extraneous text such as “...and fill out our form to unsubscribe” as some ISPs  More...
  • 7. 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?
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    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...
  • 8. How do I use CU*BASE tools to keep track of the beneficial owners on my business accounts and other memberships?
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    Using CU*BASE to Comply with New Rules for Tracking Beneficial Ownership FinCEN has issued new rules under the Bank Secrecy Act that require financial institutions to identify and verify the identity of the beneficial owners of all legal entity members (corporations, etc.). Under the final rule, credit unions are required to have written procedures to identify and verify beneficial owners of legal entity members who open new accounts on or after May 11, 2018. In addition to identifying and coll  More...
  • 9. I'm trying to pull a Query that shows the number of NSF fees a member has been charged. Is there a field that separates the number of NSFs from the number of Courtesy Pay (ANR) items? I do not want to include ANR.
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    The NSF Statistics Dashboard (Tool #557) will track this information for you automatically. It is separated into the NSF category and the Courtesy Pay Category. Credit unions are using this dashboard to help predict averages of NSF/Courtesy Pay fee income and also to track how many members may be using the service. You can click on any of the origins (listed in blue text) and you can drill further to members who had more than X transactions in a specific month. There are a lot of graphical oppor  More...
  • 10. Explain how the Secondary Names (SECNAMES) file works to store joint owner names, especially in cases where a membership doesn't really have "joint owners" per se (like a Representative Payee).
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    The Secondary Names (SECNAMES) file stores instructions that link a membership account to another member or non-member record. The file stores links to joint owner names and beneficiary names for all non-IRA account types. (IRA beneficiaries are stored in a completely different file because they are linked to an IRA Plan Type, not specific individual sub-accounts.) The file also stores a third type referred to as miscellaneous owner which can be used for any purpose you wish. The most co  More...
  • 11. What hardware is required for the CU*Answers online imaging solution?
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    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...
  • 12. How can I stop members from receiving a monthly eStatement reminder email?
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    Members cannot opt out of receiving the eStatement notification message. Their only option is to unenroll from eStatements if they do not want to receive these types of emails. Education is key in this area. Use Tool #262: Configure Monthly eStatement Emails (or Tool 497: Member Connect Marketing Tools, then Message Type ES) to update your eStatement notification text. Learn more by clicking the link below.
  • 13. What are some things I can do to improve the delivery rates of messages I send to members?
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    T o ensure all your email messages are delivered to members, be sure to include ALL the following: Clearly identify the credit union name, address, phone number, and member service email address in the body of the email. Clearly identify the purpose of the email in the subject line. (See SAMPLE MESSAGES below.) Make a web-friendly Signature Line message. (SEE SAMPLE SIGNATURE LINE MESSAGE below. ) Clearly state why the member is receiving the email. Ensure your message uses proper grammar, spel  More...
  • 14. What commands are available in text banking?
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    Keywords are not case sensitive. You can type ‘help’ or ‘HELP. ’ BAL Reponses to BAL include the available balance on three savings accounts/and or checking accounts. Member: “BAL” ItsMe247: 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 specify the membership. ItsMe247: You have  More...
  • 15. How do I download a report from CU*Spy into an Excel spreadsheet?
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    Access CU*Spy as usual. Enter the report name and the date span in the search fields. Click on Search. When the report has loaded, put a checkmark in the box next to the report(s) and click on the Combine and Print printer icon at the top of the list. (Leave the default of.TXT). The report will now load in a new browser window. Click on the File and Save As in the upper left hand corner of the browser page with the report displayed. (If you don't see File, press and release the Alt key to d  More...
  • 16. My member's cellular provider has cleared the block on text banking messages, but my member is still not receiving text banking messages. What is the next step?
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    In this case, the issue may be caused by an application or setting on the phone . Check to see if the number (46247), or short code messages are being blocked by the texting application on the phone. NOTE: This may happen more often with Android phones as the manufacturer and provider may customize base applications with proprietary versions. If the member is still not receiving text banking messages after contacting their provider about blacklisting and confirming their application or phone   More...
  • 17. What are the benefits of text banking?
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    Enrolled members receive the following services from their credit union: Members can text message requests and receive text message replies on the available balance on accounts of enrolled memberships. Members can enroll in e-Alerts and select to have the alerts sent to them in the form of a text message. Members can transfer funds between suffixes with pre-configured custom transfer codes. You can enroll in Text Banking by clicking on “Go Mobile” at the top of the It’s Me 24  More...
  • 18. My member tried enrolling for text banking but never received the verification code to complete the process. Why might that be?
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    The most common reason that a member is not receiving their text banking verification code is that they are blacklisted by their provider . To resolve this, the member needs to contact their cellular provider and have the block removed.
  • 19. Why is there more than one type of Mobile Banking offering?
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    Because members have different types of mobile devices! One size does not fit all, so we started with a Mobile Web Banking, a tool that simply optimizes basic It's Me 247 online banking functions for web-enabled mobile devices (like an iPhone). Mobile App Banking will be a downloadable app for devices that can, well, download apps. And It's Me 247 Text Banking will appeal to those with fast thumbs.
  • 20. What regulatory requirements do I need to be aware of as I promote text banking to members, even if I offer it for free?
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    Some states require that in addition to any text banking fees you must state that message and data rates apply. This requirement applies even if you offer it as a free service. (Different states require additional language. Follow your credit union policies and procedures.) You can enter this text in the Mobile Text Introduction screen accessed when configuring your text banking service. Use Tool #569 Online/Mobile/Text Banking VMS Config , select Text Banking from the list, and check I w  More...
  • 21. Can members transfer money via text banking?
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    Yes! After turning on global text transfer capability in the VMS configuration, Tool #569, and configuring the allowable To and From accounts for each product or loan category in CU*BASE Tool #777 and Tool #486, members can use this self-service product via their mobile device. Members will have to enroll in text banking, and then create custom transfer codes in order to transfer money between suffixes, as seen in the image below. Members can then use the configured codes to transfer, usi  More...
  • 22. Why can't everything in CU*Talk be read in Spanish?
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    There are four ways that information is communicated to the caller in CU*Talk: Static Audio Prompts/Custom Prompts – these are the CU-defined welcome messages, hours and locations. (NO SPANISH OPTION CURRENTLY.) Text to Speech – a custom option for the credit union in which information is grabbed from CU*BASE and communicated via a text to speech program in CU*Talk. This can include the welcome message, hours and locations, and rate descriptions and their corresponding rates. (NO SPA  More...
  • 23. Credit unions can require that changes made by members in the Personal Information page in online banking be approved before they are updated in the system. What special conditions do not require an email address to be reviewed?
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    Members can update personal information on the Personal Information page. As a security measure, credit unions can elect that these changes require their review before changes are accepted and changed in the system. This approval setup is activated on the Update Credit Union Online Banking Settings page access via Tool # 569: Online/Mobile Text Banking VMS Config , and then Online/Mobile Web Online Banking. On this screen the credit union selects Reviewed update (approval required) for All  More...
  • 24. In order to meet program requirements, we need to put a TurboTax banner in our online banking login page. Any suggestions?
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    Since your credit union's website can be the online banking login page, by putting either a budget or the direct login widget on the page, we suggest you place the TurboTax banner on your credit union's website. Since the OBC is a shared resource, we do not have the ability to add custom banners on the OBC. (Xtend does do custom Member Reach messages on the OBC page, but that would only allow for text, no images.) Likewise, because It's Me 247 online banking is a shared resource,   More...
  • 25. Does CU*Answers offer text banking?
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    Yes. It's called It's Me 247 Mobile Text Banking. Read the materials below to learn more, including information about charges your credit union will incur and how you can set up fees in CU*BASE to recoup those costs from members. Always refer to the most current Pricing Guide on our website for the most current pricing.
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