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1.
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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2.
We have a link to Online Banking from our website. When a member logs out, can they be brought back to our home page automatically?
Members who use either this logout button or the Logout button at the top of the page will be directed to the Online Banking Community (OBC) page. Your credit union can select a different landing page, however. Contact the Internet Retailer Support Center to activate this feature at irsc@cuanswers.com.
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3.
What is the benefit of having members use the login pages rather than logging in directly from my website?
Using a link to the standard login pages provides much more than just the ability to log in: The I forgot my password link that allows them to reset their password online They have to set up the Security Questions anyway; why not give them a place to use them to help themselves if they forget their password? The Apply for Membership link to capture membership applications and work them right from CU*BASE (no rekeying!) Why would you not allow every possible opportunity for someone to say th More...
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4.
Can I add account number and password fields to my website to log directly into online banking, bypassing the OBC login screens?
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
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5.
How do I change the background scheme of my CU*BASE GOLD screens?
Click the My Preferences button (a star) in the upper-right corner of the CU*BASE home page and choose from one of the available Color themes. Use Enter when done to save. Themes are tied to your CU*BASE employee ID, so you will see that theme even if you log into CU*BASE from a different workstation.
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6.
If I want to give someone else access to my PC so they can take over my teller workstation for the rest of the day, can I just turn off auto-security and have them reactivate it themselves, or do I have to log off?
Deactivating auto-security then reactivating it does require you to enter a different employee ID. After a password is entered to reactivate auto-security under that ID, the screen will refresh the tools display to show which ones can be accessed and which cannot. However, it doesn't necessarily refresh all of that employee's other preferences such as color theme or tool set (Favorites vs. All My Tools). Therefore it's best to just log off and have the next user log in to complete More...
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7.
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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8.
I've never used Transfer Control in Online Banking or Audio Response before. How do I get started?
Transfer Control means that a member must tell you the account numbers where he or she would like to be able to transfer funds in Online Banking and Audio Banking. (The same transfer control lists is used by both systems.) Remember that these are accounts that will receive funds from the member's own account. If transfer control is activated, a member will not be able to specify an account number when transferring; instead, he will choose from a drop-down list of names (not account number More...
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9.
What are the network routing requirements for CU*BASE GOLD?
CU*BASE GOLD requires that the following networks be routed to the CU*Answers CU*NextNET connection: For all CU*Answers privately routed networks below, all ports/services should be allowed outbound from the LAN Required for standard Production connectivity: 63.236.240.16/28 63.236.240.48/28 63.236.240.79/32 63.236.240.128/29 63.236.240.138/32 63.236.240.144/28 Required for HA/Disaster Recovery connectivity: 216.111.149.8/30 216.111.149.16/28 216.111.149.240/28 66.115.246.224/27 In addition to t More...
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10.
Currently our certificate rates are played in CU*Talk audio response as well as displayed in It's Me 247 online banking. Can we delete these rates only from audio response?
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...
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11.
My member wants to see how bill pay works before enrolling. Is there a way to show a demo of the iPay product?
Yes there is! We offer two ways your members and staff can become familiar with the iPay product offering. One is an interactive demo where the user can pick and choose the bill pay options they are most interested in. The other is a tutuorial of the bill pay feature. Both links are listed below . EIther of these links can be used in the Related Links section of It's Me 247 or on your website.
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12.
We just got a CU*BASE software release and now when I try to run one of my custom Queries I get an error message, "Level for file XXXXX in XXXX does not match query (I C)." What should I do?
This occurs when the release includes changes to the files that your Query uses. For example, if we add a new field to the MASTER file, any Query you have that uses that file will display an error message. Fortunately, it is very easy to refresh your Query so that you can use it again. All you need to do is access the Query and save it. That's all. You don't have to make changes to it, it's just important that you save it so it can refresh itself to match the new file layout. More...
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13.
What models of TCDs (Teller Cash Dispensers) are supported by CU*Answers?
Our official statement is that CU*BASE is not integrated with any TCD or TCR hardware solution; however, you may find the information below helpful. When considering which model of TCD or TCR to select, it is important to realize that supported models are determined by your solution provider not CU*Answers. For example, if you are utilizing DynaCash, as the provider of the software that interfaces between CU*BASE and the cash handling hardware then they would determine compatibility. With this i More...
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14.
Can you customize where the logout button goes in online banking?
Yes, you can choose to customize the page to which It's Me 247 navigates whenever a member clicks the logout button. For example, Western Districts Members CU has the custom logout set to go to https://wdmcu.org/youve-successfully-logged-out/ , a page on the credit union's website used to promote other credit union services in which online members might be interested. Websites with this feature are It's Me 247 online and mobile web banking, BizLink 247 business banking (formelry kn More...
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15.
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?
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...
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16.
What are some things I can do to improve the delivery rates of messages I send to members?
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...
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17.
How do I send 1099C forms to members that are written off or charged off?
When a collection account is charged off it may qualify for a 1099C to be sent to the member. Qualifications are detailed on the IRS website. Access Tool #922 Update 1099-A, C and MISC Tax Form Data to enter or modify information to be printed on a 1099-C form for a particular member.
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18.
How do I determine if I have a valid OFAC match?
To determine if you have a valid OFAC match, follow the ‘due diligence’ steps on the Department of Treasury website at http://www.treasury.gov/about/organizational-structure/offices/Pages/Office-of-Foreign-Assets-Control.aspx
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19.
I am interested in ordering some of your It's Me 247 home banking and CU*TALK audio response marketing brochures. How much do they cost and who will bill my credit union?
Marketing material lists and samples can be found at the Marketing Website: http://marketing.cuanswers.com/materials.php Click on the “Order material” button then fill in quantity, customized information, shipping instructions, etc.
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20.
How to change website links to "BizLink 247" instead of "It's My Biz 247"
Between February 23, 2021, and June 11, 2021, credit unions who have links from their website to our business online banking product (formerly known as It's My Biz 247 ), will need to adjust the URL on those links to BizLink 247 as follows (the parts in red are the only parts that need to be changed, and ### represents your online banking ID): OLD ADDRESS NEW ADDRESS https://www. itsmybiz247 .com/###/Authentication/Username https://www. bizlink247 .com/###/Authentication/Username https:// More...
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21.
Can you clarify the requirements for displaying the NCUA logo and advertising statement?
The regulation is split between the usage of the of the official sign (740.4) and the advertising statement (740.5) which we use in online banking. Use of the sign is required at a locations and internet sites when deposits are taken or accounts can be opened. The advertising statement does change from time to time as the rules relative to insured amounts are amended. This statement must be used when placing an add in a publication or statement and even that requirement has specific requirement More...
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22.
I need an explanation of open file shares on the iSweep appliance.
One item that is sometimes flagged on internal security scans is that the iSweep appliance has some writable network shares and that the network shares do not have authentication. This is required for operation of the ProDOC application. Here is a quick look at how the shares are used: Upon launching, the ProDOC application needs unauthenticated read access to the Control folder share. This allows ProDOC to authenticate against the iDOC Vault website, and this folder also contains all of th More...
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23.
In order to meet program requirements, we need to put a TurboTax banner in our online banking login page. Any suggestions?
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...
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24.
How does the Person to Person (P2P) denial of service fraud block list work? Is an employee blocked from enrolling a member in P2P? Does the member see “Enroll in P2P” in online/mobile banking?
If a person or organization is added to the P2P denial of service block list, an employee cannot enroll any membership with this SSN/TIN into P2P. If the employee tries to enroll the member in P2P (via Member Personal Banker (Tool #14) or during the membership open process), when the employee tries to check the “Enroll in P2P” checkbox, they will see messaging that the “SSN/TIN appears on block list.” If the member is already enrolled in P2P, you will first need to unenr More...
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25.
Does CU*BASE support Teller Cash Recyclers (TCRs)?
The CU*BASE Teller system does not have an interface option to integrate with a Teller Cash Recycler (TCR). We do not recommend the use of any product, but CU*Answers is aware that clients have successfully used DynaCash, a third party solution from Add On Technologies, as a viable solution. You can get more information about this solution from our Imaging Solutions team by emailing imaging@cuanswers.com or by visiting its website at http://addontechnologies.com/dynacash/ We have many CUs who ar More...
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