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1.
We are thinking of activating the new See and Jump features for online banking. Can you explain the thinking behind the security, and why only an account owner can have this access?
IMPORTANT NOTE: When It’s Me 247 was updated in 2021, the “See” option shown on here was made unavailable. There are two major points to consider when thinking about allowing members to see information beyond the account to which they are actually logged in. Both extend beyond online banking to consider a financial institution’s role and responsibility in protecting member private data via all access channels, from the teller line to a back office employee answering More...
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2.
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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3.
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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4.
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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5.
I accidentally hit my SHIFT key a bunch of times, and a window popped up on my screen that I clicked OK on, and now my keyboard is acting really funny.
If you press the SHIFT key five times in rapid succession it will ask if you would like to turn on StickyKeys. If you click OK, it will turn on StickyKeys. StickyKeys is an accessibility option in Windows that allows for someone to use the CTRL, ALT or SHIFT keys one key at a time without having to hold the keys down. To turn StickyKeys off: Click on the Start button Click Control Panel If you see “Pick a category” with 10 categories below, click Accessibility Options, and then c More...
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6.
I see that my member's loan account is in the credit bureau reporting file but it isn't reflected on the individual's credit report. What types of things might prevent a primary borrower or additional signer from being applied by the bureau?
If you or your member notice an account is not being updated (or the additional signer on a loan) you should first try to find out if the loan/additional signer was included in the file sent over to the bureau. You can do this for the most recent reporting cycle by running Tool #658 Print Loan Info Sent to Credit Bureau . If the member loan/additional signer information (defined by METRO 2 as the J1 segment or J2 Segment) is present in that file you need to look further into the following types More...
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7.
What happened to the "see" feature where I could just view account balances from my other memberships?
This feature has been temporarily sunset in the new look for It's Me 247 , based on the difficulty of presenting the data in a clear way within the constraints of a mobile phone screen size. Mobile first design means we must have a way to display the information in the smallest format first, then expand for the larger formats. Previously the See feature was only available in desktop online banking, not mobile web, because of how difficult it was to show the accounts while still making it c More...
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8.
On our loan credit insurance and/or debt protection posting reports, we see exception descriptions that are abbreviated. What are their meanings and did the premiums/fees post or were they rejected?
These message indicators appear on the CU*BASE loan insurance premium posting report (TCUNAS2 / TCUNAS3) and the Debt Protection Fee posting/exception reports (TCUNAD2 / TCUNAD3). By looking at the reports, you can tell if a premium / DP fee posted or not based on the exception. LOAN INSURANCE MESSAGES ADD SIGN There is joint coverage on this loan. There is either no 'additional signer' record, or the birth date for the additional signer is missing or invalid. JT TO SG There is joint cov More...
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9.
A check was cleared on the wrong member account. I already reversed the transaction and posted it properly through Account Adjustment, but how do I keep the member from being able to see the wrong check image in online banking?
Contact a CSR for assistance with this issue. The impact of the solution may vary from situation to situation.
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10.
Can I monitor which specific accounts my employees are accessing via Inquiry and Phone Operator? Can I see what menu options they are trying to access?
Yes, CU*BASE has Employee Security features that let you monitor access to CU*BASE programs by any employee ID, whether CU*Answers or credit union employee. Every time a CU*BASE program is accessed, the system records who accessed the command and when. For CU*Answers employees, the file records the individual ID for the staff member (not the alias) so you will be able to tell who from CU*Answers was doing the work. This file (file name SECAUD) was designed to let you see what commands an emplo More...
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11.
My tellers are seeing an error "Unable to display image. See log for details" every time they enter an account number in the teller system. What do I do?
This can occur if you have an in-house eDOC vault that is not running the correct software versions to support the photo ID auto launch feature for CU*BASE Teller Processing. See the Related Article below for more details. If your tellers see the message below every time a member is selected, first contact a CSR to deactivate the auto-launch feature, then contact eDOC to schedule your upgrade.
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12.
What data tables can I search to see information about where and when attempts are made to login to a member's online banking account?
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...
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13.
My member gets a Social Security (SSA) deposit via ACH. We use an ACH distribution to pay the member’s loan payment, but the loan payment was not made. Why did this happen and what benefits are there to using an Automated Funds Transfer (AFT) instead?
Prior to the 16.10 release, the SSA began using multiple Company IDs, and it was recommended that credit unions consider using Automated Funds Transfers (AFTs) to handle distributions. Beginning the 16.10 release a new cross-reference system will be implemented that will automatically funnel all incoming company IDs from the Social Security Administration and treat them as if they came from one, consistent company ID we’re referring to as the “Primary ID.” With the changes ma More...
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14.
With the new look members are asking where they can go to see all of their accounts with totals of savings, certificates and loans. Was that feature removed?
No, you can still see a list of all accounts in the Full Account Summary, including a column for due dates in the Loans section. (Tip: Sub-totals under each section were also added as of 11/9/2021.) Remember that the home page is just a list of favorite accounts, not the full account summary, which is why it’s not separated into categories and doesn't include as much info (like loan due dates). If you scroll to the end of that list and click the Full Account Summary link, you get the More...
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15.
I have a husband and wife who both receive Social Security payments to the same membership. Now that CU*BASE uses the new way of handling ACH transactions from the SSA, these are causing duplicate distributions to be posted. What should I do if my members still wish for them to be separate transactions?
With the 16.10 release a new cross-reference system was implemented that automatically funnels all incoming company IDs from the Social Security Administration and treat them as if they came from one, consistent company ID we’re referring to as the “Primary ID.” In cases where the Depositor ID is the same, for example a husband and wife, these ACH transactions will be handled by the same master ACH distribution record under the Depositor ID since duplicate Depositor IDs are no More...
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16.
Why does CU*BASE show delinquency in two different ways? In some places it is months/days and others it is actual number of days.
There are two methods used to track delinquent loans for reporting purposes in CU*BASE: Method One (for Collections tracking) We have always tracked delinquency in two separate fields for “Months” and ‘Days” in the member files. When a loan is 30 days delinquent, it shows as “0 Months, 30 Days” delinquent. When a loan is 31 days delinquent, it is “1 Month, 0 Days” delinquent. A month is always considered 30 days regardless of the actual number o More...
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17.
If I have changed my Social Security (SSA) ACH Deposits to use the Automated Funds Transfer solution, should I now consider changing back to ACH deposits?
Prior to the 16.10 release, the SSA began using multiple Company IDs, and it was recommended that credit unions consider using Automated Funds Transfers (AFTs) to handle distributions. Beginning with the 16.10 release a new cross-reference system will be implemented that will automatically funnel all incoming company IDs from the Social Security Administration and treat them as if they came from one, consistent company ID we’re referring to as the “Primary ID.” With the chang More...
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18.
How can I check the network settings on my computer?
This is how to check your current network settings. The procedure varies depending on your computer's Operating System: For Windows 2000 or XP Right -click on the Start button and select Explore . Scroll to the bottom of the left hand pane, then right -click on My Network Places and select Properties . A new window will pop up and you should see Local Area Connection in the window. Right -click that connection and, again, select Properties . A separate window should pop up and you shoul More...
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19.
When a member files Bankruptcy what is the proper procedure to stop member statements and late notices from being mailed to the member?
Access the Bankruptcy topics to learn more http://help.cubase.org/doc/stepbystep/stepbystep.htm#Bankruptcy.htm See the Related Q A below.
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20.
How can I use Telnet to test connectivity to the high-availability (HA) server?
We strongly recommend that you regularly test access to the HA server to ensure that you can connect to CU*BASE in the event of an HA rollover test or actual disaster. We recommend that you perform this test monthly and whenever you make a change to your network. To perform this test, follow the instructions below. 1. Ensure that Telnet is installed on your workstation. If you are running Windows 10, you’ll need to install Telnet. Visit https://social.technet.microsoft.com/wiki/conten More...
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21.
My credit union wants to allow maintenance on Automated Funds Transfers (AFT) in online banking. What are the steps for allowing members to set up and maintain their own AFTs?
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...
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22.
How do I change a Social Security number that's on a non-member record and put it on a member's account instead?
There are several steps in removing a member's Social Security number: 1) Run a global search to see what types of relationship codes the SSN has with your credit union. 2) The first relationship codes you will want to review are the 'CB' or 'JI' which mean the non-member is a co-borrower and/or joint owner on the account. They need to be removed first. To remove them, launch Tool #3 Open/Maintian Memberships/Accounts, choose Update member information then Joint owners an More...
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23.
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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24.
What's the best way to create a Representative Payee account on CU*BASE?
In a nutshell, you will set up a Membership Designation Code for Representative Payee, with the label for primary name set to Beneficiary and the label for the joint owner name set to Rep Payee. Then the procedure is to open the membership in the beneficiary's name and SSN, then put the representative payee's SSN as the joint owner (type J secondary name link). TIPS: Remember that in CU*BASE the words joint owner simply are used to describe a particular record type in the Se More...
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25.
What is a Source of Receipt and how do I get a copy of one?
Source of Receipt (SOR) is the paperwork that accompanies the checks to the Check Processor. It is the documented proof of when and from whom the checks were received. SOR provides the ABA# of the bank the checks are received from, the date of the cashletter, the amount of the bundle the check was in, the position of the check in the bundle (checks before after), and the tracer number assigned to the check. On the form you'll see a couple of abbreviations: IB stands for Item Before that More...
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