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Online Banking/Bill Pay FAQ
The answers to the following questions are displayed underneath each question. Select the question to hide the answer. Or, choose one of the "Collapse All/Expand All" buttons below.





  1. Is there a demo available to help me use Online Banking?

    Yes, there is. Just click here to use the demo.



  2. Is the Online Banking login at the top of this site secure?

    Yes it is. This whole site as well as Online Banking are both secure. The https in the web address and the gold lock let you know that all the data you enter is encrypted. South Florida Educational Federal Credit Union takes every step necessary to ensure your sensitive information is protected.

    You will also notice that on your first time logging in you are asked a series of questions and are asked to select an image for added security. This is called Multi-Factor Authentication (MFA). The questions that you select to answer should have special meaning to only you.



  3. What can I do if I can't log on to Online Banking?

    Logging into the new Online Banking for the first time? Click here for step-by-step instructions.

    First, though this service is FREE, we need your authorization. If you have not applied for Online Banking, you may request this service by calling our Member Service Center.
    • Make sure you are entering the correct Online Banking ID. The Online Banking ID is not case sensitive.
    • If this is the first time you are logging on, your initial Online Banking ID and password was issued to you by a Credit Union representative when you applied for this service. Once you have logged on, you will be asked to create a new Online Banking ID and password.
    • If entering your account number, please do not enter the zeros in front of your account number.
    • Please note that we allow you to have different passwords for the following electronic services: Bank-by-Phone and Online Banking. If you change your password on one, it will not automatically change on the other.
    • Passwords are case sensitive, so be sure to check if the "Caps Lock" button is on or off when entering your password for Online Banking.
    • If you have forgotten your password and need it to be reset, you may use the “Forgot Your Password?” link after entering your Online Banking ID.
    • If you have been locked out or have forgotten your Online Banking ID, please contact our Member Service Center.
    • If you cannot see the login box at the top of this page, please make sure that you have javascript turned on or that your firewall is not blocking javascripts.



  4. Help, my Online Banking account has been frozen!

    For security purposes, all automated services to your account will become frozen if you (or anyone else) attempt to access Online Banking using an incorrect password. Should your account become frozen, your access to both Online Banking and Bank-by-Phone will be locked out. Please call our Member Service Center to correct this problem.



  5. I get an error message when I log on to Online Banking.

    You may attempt to restart your session by logging in again or you can contact a Member Service Center and provide the error code that is displayed on your screen to assist in resolving this issue.



  6. I am having problems accessing Online Banking with my smartphone (mobile phone). What can I do?

    Currently, only smartphones that are capable of using a browser are capable of accessing this site. Check to see that you can access your Online Banking account through a computer web browser. If you can access it on a computer web browser, then you will need to call your mobile phone service provider for assistance as there may be an issue with your phone. However, if you cannot access your account through your computer's browser, please see if your issue can be solved by some of the solutions listed in this FAQ. If you still cannot access your account, please contact us for assistance.



  7. Which browsers are supported in Online Banking?

    Click here to see the link of supported browsers.



  8. How do I clear my web browser's cache?

    The web browser's cache is a collection of items that you have acquired from the web. It can include images, sounds, web pages, and even cookies (files that identify you to other web pages). While the cache helps your computer to display web pages faster, it displays pages that can be up to several days old. This may cause a problem if the web page you are visiting was recently updated. Clearing the browser's cache can also solve a variety of problems. To clear your cache you must first know what web browser you are using. If you do not know which web browser you are using you can follow the steps at this link to find out (How do I know which web browser I am using?).

    Click on your browser’s link to view instructions on how to clear your cache. You will need a .pdf reader such as Adobe Reader in order to view the document.

    Supported Browsers (Current and Prior Major Release)

    Microsoft Internet Explorer 8 & 9

    Mozilla Firefox

    Apple Safari

    Chrome



  9. How do I know which web browser I am using?

    All browsers have a Help menu that drops down with several options. Normally the last option is About [browser_name] where browser name is the Browser you are using, such as Internet Explorer, Firefox, etc. When you click on the About [browser_name] option a new window will appear that reveals the browser's name and version number.



  10. How do I know if my browser is compatible with Online Banking?

    You may click here to view our list of supported browsers.



  11. Help! I saved my Online Banking password on my computer. How can I remove it?

    Yes, that is a very common problem, but it can be fixed quite easily.
    IMPORTANT: Please note that this method will clear all website passwords saved on this pc.

    Instructions for Supported Browsers
    • IE9 – Go to Tools , Internet Options, click the Content Tab, under the AutoComplete section click Settings, uncheck all items except for User names and passwords on forms, click OK, and the click OK again.
    • IE8 - In the Browsing History area, click Delete, Check Passwords and uncheck all the other items, click Delete, click OK.
    • Safari – Select Preferences, click the Passwords tab, select the website you want to remove the stored password from, click the Remove button or click Remove All to remove all stored passwords.
    • Firefox – Select the Firefox drop-down, Options, Security, Saved Passwords, Remove All or just click on the password you would like to remove and click on the Remove button.
    • Chrome:
      1. Click the Chrome menu on the browser toolbar.
      2. Select Tools.
      3. Select Clear browsing data.
      4. In the dialog that appears, unselect all the checkboxes except for Clear saved passwords.
      5. Click Clear browsing data.

    Remember this will clear ALL saved passwords.



  12. It says I need to enable Cookies. What happens if I don't?
    Online Banking creates "cookies" - small files used by your browser - to verify that you are still logged in as you move through the site. The browser must be setup to always accept cookies for the security features to work. Since this is the default, most people will not need to make any adjustments to use the system.

    If you have changed your setting NOT to allow cookies, you will need to change your setting to always enable cookies. Without them being enabled, you may be "kicked" back out or required to reenter your password for every selection you make when you are logged on.

    The cookies are simply text file data written to track the transactions while you are online. All of the cookies are encrypted twice so that they cannot be used in a malicious manner on your computer.

    If you select Log Out in Online Banking, the cookies will automatically be removed from your hard drive.

    Click on your browser’s link to view instructions on how to clear your cache. You will need a .pdf reader such as Adobe Reader in order to view the document.

    Supported Browsers (Current and Prior Major Release)

    Microsoft Internet Explorer 8 & 9

    Mozilla Firefox

    Apple Safari

    Chrome

  13. I cannot see the login box at the top of this page to log in to Online Banking. What should I do?
    If you cannot see the login box at the top of this page, please make sure that you have javascript turned on or that your firewall is not blocking javascripts.

    Supported Browsers (Current and Prior Major Release)

    Microsoft Internet Explorer 8 & 9

    Mozilla Firefox

    Apple Safari

    Chrome



  14. Why is the amount in my account different than what I have available?

    When using Online Banking pay attention to the available balances section. Your available balance is your balance less any funds that are "on hold" due to deposits, debit card transactions or loan security.

    To view any items you have on hold, click on 'Accounts’ in the sub menu bar of Online Banking and then, click on the link to any of your deposit accounts. On the following screen, select "View Holds" from the sub menu.

    Personal checks being deposited in excess of $1000.00 per day may have availability of funds delayed between 3 and 9 business days (depending on the amount deposited and the location of the financial institution on which they are drawn). This includes business checks drawn on companies that are not well known.

    VISA® Debit Card ATM transactions (those requiring a PIN to be entered) usually post right away.

    VISA® Debit Card purchase transactions may also place a hold against available funds for several days, until the purchase posts. Any time you change your mind after a purchase has been authorized, the hold may remain on the account for 5 business days. Be sure to keep the receipts showing the reversal. (If your account is running close and you need those funds released, you will need to provide the Credit Union with copies of both receipts.)



  15. Can I transfer money to other accounts on Online Banking?

    If you are joint on another personal account, you will be able to transfer to that account. Accounts on which you are joint will be listed in the "Transfer to" selections. However, transactions between personal accounts and business accounts are not possible using Online Banking.



  16. How do I pay my Credit Union loans?

    We recommend that you use the "Transfer" Menu in Online Banking or Bank-by-Phone to pay your Credit Union loans or make VISA® payments.



  17. How can I configure the number of accounts I am able to see at one time on the screen?

    Once logged into Online Banking, select "Settings" on the main menu and then, To view any items you have on hold, click on 'Accounts' in the sub menu bar of Online Banking and then, click on the link to any of your deposit accounts. On the following screen, select "View Holds" from the sub menu. "Display" on the sub menu. You will need to log out and then log back in to see the changes selected by you.



  18. How can I download to Quicken?

    To download to Quicken:
    1. Click on 'Accounts' in the sub menu bar of Online Banking.
    2. Click on the dropdown next to any of your deposit accounts and select "download".
    3. Specify where you want the file saved and make a note of the file name and where you have saved it.
    4. Import the file directly into Quicken. Online Banking prepares the file in ".qif" format but does not download directly into your Quicken program.
    If you are using Quicken 2006 or higher, please be aware that the .qif format does not work on Quicken's Checking, Savings, Credit Card, 401k or other brokerage accounts.

    However, you may use these steps below as an alternative. These steps are for Quicken2010 or higher, but are similar to the steps for Quicken2006 or higher:
    1. Download the file from Online Banking (follow the steps above).
    2. In Quicken, go to File, New Quicken File.
    3. Select New Quicken Account.
    4. Select the account type Cash.
    5. Change or keep the default settings, Next.
    6. Enter the Date to start tracking and Amount of cash you have, Next.
    7. Done.
    To import the file into Quicken:
    1. File, Import, QIF file.
    2. Browse to the location of the file downloaded from Online Banking.
    3. In the ‘Quicken account to import into:’ drop-down, select the newly created cash account.
    4. In the ‘Include in import:’ section, select the options that you want, Next, Done.
    5. You will then come to the transaction screen.



  19. How can I see which Bill Pay checks haven't cleared my account yet?

    To view your pending Bill Pay checks, login to Online Banking and select the ‘Other Options’ tab from the menu. Then select the ‘Continue’ link next to Pending Bill Pay Checks.


  20. Is the total dollar amount of "pending" Bill Pay checks available in my account?

    No. Funds are not placed on hold to cover the amount of pending Bill Pay checks that may be processed by your payee. Therefore, we have provided a projected balance within Online Banking to help you determine if you have enough funds available to cover the Bill Pay checks that are pending.


  21. What does 'projected balance' mean?

    Projected balance are funds you have available once your Bill Pay checks have cleared from your account. For example, if you have $100 available in your checking account and you sent a Bill Pay check in the amount of $20, once your payee processes that check and it clears from your account, you will have $80 left as your projected balance.


  22. Why is my projected balance negative?

    Your projected balance may be negative if you do not have enough available funds in your checking account to cover the amount of Bill Pay checks that you have submitted.


  23. Why does my list of pending Bill Pay checks reflect a check that has already cleared my account?

    If you have a Bill Pay check listed that has already cleared your account, please contact our Member Service Center for assistance.



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