Online & Mobile Banking FAQ

If you can't find what you're looking for, we are here to help. Call 815-226-2260 for assistance.

 

Getting Connected To Digital Banking

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Troubleshoot Enrollment Issues

How do I enroll to digital banking through the website or mobile app?

• Click on the Online Banking link on the website home page, and select First Time User or download the MembersAlliance mobile app and select Enroll now.
• Enter Social Security number, member number, email address, and phone number. This must match what is on file at the credit union.
• An email will be sent containing a verification code. The email must be accessed on the same device or browser that enrollment was started.
• Enter the verification code to continue. *NOTE: If you enter the code incorrectly 5 times within 1 minute, it will lock you out for 5 minutes. If you enter the code incorrectly 20 times within 24 hours, it will lock you out for 24 hours.
• Set up the two-factor authentication by selecting the preferred contact method (phone call, text or Authy app). 
• A security code will be sent.
• Once received, enter the security code.
• Accept the user agreement.
• Set up your username and password.
• Then, you will be taken to your dashboard within online or mobile banking.

Error message: "Incorrect phone number."

This error is present during the enrollment process and means that the phone number you entered does not match the phone number we have on file. If you have an alternative phone number, you can try again. If you would like to update your phone number in our system or need other assistance, please contact us.

Error message: "Does not meet username or password requirements."

This error is present during the enrollment process or when updating credentials. Click on Show Rules below the username and password field to see the credential requirements.

Error message: "It looks like you've already enrolled."

This error is present during the log in process and typically means that our records show that you have previously created an account with us. If you forgot your username and password, on the log in page click Forgot? Follow the steps to recover your account.

Forgot Or Change Password

Forgot your password?

Recover your account by selecting the "Forgot?" link.

How do I change my digital banking password?

On the website:

• From the left menu, scroll to the bottom and click on your profile name
• Click settings
• Click security
• Select edit password
• Follow the onscreen prompts to change password

On the mobile app:

• Select the menu in the upper left of the mobile device
• At the bottom of the menu, click on your profile name
• Select settings
• Select security
• Select change password
• Follow the onscreen prompts to change password

How long is a password reset link good for? 1 hour and the link must be accessed from the same device it was requested on.

Troubleshoot Login Issues

How do I log out?

When accessing on a browser, click on your name at the top right-hand corner of the screen and select “Sign Out”.  You will be taken to our website homepage and your session will be closed. When on the mobile app, simply open a new app or navigate to the home screen of the device.

Error message: "Your account needs attention."

This error is present during the log in process and typically means that your account has been locked. This can happen for a variety of reasons but is easily resolved. Please contact us for assistance unlocking your account.

Error message: "Please verify your information and try again."

This error is present during the log in process and typically means that your credentials didn't match our records. Try entering your credentials one more time. If the error persists, please contact us for further assistance.

Error message: "Oops: The information you provided doesn't match what we have on file."

This error is present during the log in process and typically means that your account information does not match our records. Please contact us to confirm we have the correct phone number and username on record.

Why am I not able to log in to online banking when I click on the login button?

Typically clearing your cookies & cache will eliminate this.

Which Internet browsers can I use to access my accounts online?

Recommended browsers (current major release):

• Microsoft Edge
• Firefox
• Safari
• Chrome

Note: Microsoft no longer supports Internet Explorer versions older than 11.0, and security updates are not available. Please download one of the browsers listed above.

The following types of browsers and tools are not recommended for use with online banking:

• Beta versions
• Embedded browsers within Personal or Commercial Financial Management Software

What minimum software versions are required for the mobile app?

The Apple mobile app requires a minimum version of iOS 16. The Android mobile app requires a minimum version of Android 8.0.

Can I remove the connection between my account and mobile device?

Yes, you can.

• From the menu, go to settings
• Choose remove profile.

This will remove all association between the online account and the mobile device and app you are using. Each time you attempt to access the app after this, you will have to put in the full username, password, and two-factor authentication to authorize the account on that device.

What is the inactivity time-out period for online banking?

For your security your account will time-out after 10 minutes of inactivity.

Two-Factor Authentication

What is two-factor authentication and why is it used by the online banking system?

Two-factor authentication is a security measure that allows you to request a one-time access code to log in. The code enhances the security by creating an added layer on top of your unique username and password. This security process helps to verify you and better protect your credentials and the accounts you can access.

Do I need a confirmation code every time I log in?

If you do not want to receive a confirmation code or phone call each time you log in, check the “Don’t ask for codes again on this computer” box. If you prefer to input a confirmation code with each use, you can leave the box unchecked or use a two-factor authentication app to deliver the code. 

Note: If you ever want to remove a device and reset your security settings, you can change them in settings.

How can I log in if I can't get a verification code through text message?

Two-factor authentication uses a unique one-time access code to verify identity and log on to online banking. If you are unable to receive text (SMS) messages, you can choose to receive your access code via a phone call.

• On the verification code screen click Try Another Way located beneath the Verify button
• Select Phone Call and click Next
• You will receive an automated phone call that will provide your access code (Have a pen and paper ready)
• Return to the verification code screen
• Enter your access code and click Verify

If you are still having trouble, contact the credit union to ensure we have the correct phone number on file.

How does two-factor authentication work for a joint owner on my account?

Once your two-factor authentication is set up, add the joint owner’s phone number to be used for authentication in the future. From the Dashboard screen, select profile and then settings. Under two-factor authentication, add the additional phone number. When the joint owner logs into the site or app, have them choose their phone number for sending the code.

Can I use an email for two-factor authentication?

You can use your email for two-factor authentication when logging in on the website. If logging in on the mobile app, you will establish a 4-digit pin number that will be used every time you access the app.

How do I set up biometrics?

If your mobile device is capable of using biometrics, it will ask you to set that feature up during the initial login process. If you do not choose to do so during initial login, you can set up biometrics by following the instructions below:

• Go to settings on the mobile device and ensure that face/touch ID is enabled for the MembersAlliance app
• Login to the app
• Go to your profile
• Click settings
• Click security
• Tap the toggle next to Touch ID or Face ID
• The toggle should display as active – untoggled to turn this function off again

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Digital Feature FAQs & Guides

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Transaction FAQs

How do I make a transfer between my accounts?

• Select Transfer from the dashboard tiles or the menu:

• Select your To and From account
• Enter the amount
• Select More Options to change the frequency and date if desired
• Click submit

How do I transfer from my account at the Credit Union to someone else’s account at the Credit Union?

• Select the Member to Member dashboard tile or the menu:

• If you have previously saved members, you may choose to transfer to one of those people, otherwise click New Member Transfer
• Provide the first three letters of the last name of the member (or the first three letters of the non-individual account name)
• Provide the member’s account number
• Select if it is a share or a loan
• Input the 4-digit share ID
• You can check the box ‘save for future use’ to use this member’s account in the future
• Click Next
• Choose your account that the transfer is coming from
• Enter the transfer amount
• Enter the frequency and date
• Placing a memo is optional
• Click Next to review the information, then Submit

How do I search for transactions in digital banking? 

Account transactions can be searched in online banking by amount, date, tags, etc.

On the website:

• Click Accounts
• In the Accounts section, select the account you would like to search
• In the Activity section, select the magnifying glass icon
• Click on the Search and sorting options to open Advanced Search in online banking 
• On the Advanced Search window, you can select specific search filters and select Search

On the mobile app:

• Select your account you want to search
• Select Transactions
• Tap the magnifying glass icon

Tap the   icon to use Advanced Search options.

Where can I view pending transactions on my account?

• Select the share or loan you want to view
• To view all account activity, view the Activity tile or Transactions in the mobile app

How do I place a stop payment on a check?

Stop payments can be placed only while on the website.

On the website:

• From the dashboard, select your checking account
• Select Stop Payment and follow the prompts to process your request
• A Stop Payment fee will be charged to your checking account

Can I view a copy of my cleared check?

• Yes, to view a copy of your cleared check:
• Click checking transactions
• Select the transaction with the cleared check
• Click view attached image 

How do I add a tag, note, or image to a transaction?

You can add notes, tags, and images to any transaction:

• Click on any account on the website or click on transactions on the mobile app
• Select the Transaction you wish to edit and pull up the transaction’s details page
• Click on the appropriate icon for one of the following:
  • Add Tags
  • Add Notes
  • Add Images
• Follow the on-screen prompts to update the transactions
• Close the transaction detail page or tap < Transactions on the mobile app

Any tags, notes, and images attached to transactions will be accessible on all devices when you log in to online banking in the future. 

Can I download transactions in online banking?

Account transactions can only be downloaded from the website version, not in the app.

• Click Accounts
• In the Accounts section, select the account you would like to download transactions for
• In the Activity area, select the first icon next to the print and search icon.
• On the Download Activity window, select the Date range and File Type and click Download.

Can I print transactions?

Account transactions can only be printed from the website version, not in the app.

• Click the Accounts tab
• In the Accounts section, select the account 
• On the Activity section, select the printer icon. Only transactions that show in the Activity section will print.
• A print screen appears with a print preview and print configuration options.
• Using the dialog, configure the print settings and select Print.

Bill Pay FAQs

Are my bill payments and payees being transferred automatically?

Any payees you have previously setup will automatically transfer to the new system.

Will scheduled bill payments carry over to the new online banking?

Any scheduled payments will carry over.

What is Bill Pay?

Bill Pay allows you to pay anyone, anywhere right from your computer or mobile phone. There is no limit to the number of bills you can pay.

Do I have to enroll in Bill Pay?

If you have already enrolled in bill pay, you do not need to re-enroll. If you are new to paying bills online, complete the following steps to enroll:

• Select Pay a bill
• Select Enroll
• Select Continue
• Proceed with setting up payees

How do I pay a bill?

• Select Pay a bill
• Select the merchant or person you would like to pay
• Select an account to take funds from, and then input the Amount
• If you would like to schedule the payment for a future date, Select More options and select the desired date
• Select Submit
• Confirm password
• Select I'm done, or Add another bill.

How do I pay a person (person-2-person)?

• Select Pay a person > Person to pay (To add a new person, select Add another person and fill out the necessary information) or Select the person to pay in mobile
• Select an account to take funds from, and then input the Amount
• If you would like to schedule the payment for a future date, Select More options and select the desired date
• Select Submit

How do I cancel Bill Pay?

To cancel Bill Pay please submit a request via Conversations within the online banking platform or contact us by phone or email.

Credit Scoring Tool Guide

What is our Credit Scoring Tool?

Our Credit Scoring Tool, powered by SavvyMoney, is a free service to give you access to your full credit report, provide credit monitoring alerts, simulate and learn ways to improve your score, and learn how you can save on new and existing loans with the Credit Union.

How do I get this Credit Scoring Tool?

You have free access through online and mobile banking.

Note: The credit score displayed is the primary's credit score. The Credit Scoring Tool will not show any joint account holder's credit score. This credit scoring tool is only available for personal accounts. Business and non-individual accounts will see the credit score tool tile, but will not be able to see their credit score. Business and non-individual accounts may still view special offers.

How do I use the Credit Scoring Tool?

Your credit score will show up in your digital banking tiles. Click show my score to view the Credit Scoring Tool. When you have score selected at the top menu, it will give you:

• an analysis of each factor that goes into your score
• a view of your report
• a simulator to discover what might affect your score
• a goal tracker to help you stay on track to a better score

If you select offers on the top tab in the Credit Scoring Tool, it will display how much you can save based on current deals and allows you to compare with what you might already have.

Next on the top menu is Alerts. Alerts notify you if there are credit monitoring alerts, or if you have updated payment history.

Last on the menu is Resources. This section will help you discover answers to frequently asked questions about the tool and credit in general. It will also be where you can manager your Credit Score Tool account.

How do I un-enroll from the Credit Scoring Tool?

If you do not want this free credit scoring tool on your online or mobile banking:

• Click on the Credit Score & Report tile
• Select the Resources tab at the top of the Credit Score & Report page
• Click Profile Settings
• At the bottom of Profile Settings, select Deactivate Credit Score Account

You may also un-enroll from the Credit Scoring Tool by emailing [email protected] or notifying the Credit Union that you would no longer like this service.

How To Message Support

How do I send a message to the Credit Union through online banking?

Whatever device you are on, it's easy to start a secure conversation with the credit union:

• Select the Message tile from the dashboard:

• Type your message and submit

Will I be alerted when the Credit Union responds to my message?

If you are in the app, you will be alerted that you have a new message. If you have not viewed a message from MembersAlliance within 10 minutes, you will receive an email alerting you that you have a new message.

Are messages secure?

Yes, support messages sent between MembersAlliance personnel and members are secure. As with all MembersAlliance online services, security measures are taken to maintain privacy of your confidential information.

Can I send a specific transaction or account through message?

Yes, go to transactions and select which transaction you would like to send. Then click “Attach to a conversation” to either start a new conversation with our member service representatives or add it to an existing conversation.

Set up & Edit Alerts

To set up account alerts in online banking:

• Select the account you would like to set up an alert for
• Click Alert preferences in the menu or Manage alerts in mobile
• In the Balance alerts section, select Add alert.
• Select Above or Below, and then input a dollar amount.
• In the Alert/Notify by field, select Email, Text message, or In-app message.
• Select Add Alert to save the alert
• Repeat steps for Transaction alerts

How do I delete an account alert in online banking?

• Select the account you would like to delete an alert for
• Click Alert preferences in the menu or Manage alerts in mobile
• Click Edit next to the alert you would like to change
• Click the Trashcan icon or click Remove in mobile

How do I edit an existing account alert in online banking?

• Select the account you would like to edit an alert for
• Click Alert preferences in the menu or Manage alerts in mobile
• Click Edit next the alert you would like to change
• Change your criteria for the alert
• Click Save

How do I set up user alerts?

User alerts notify you if your username, email, phone number, or password was changed. It also lets you know if there has been a login from a new device. These alerts are automatically set up to go to your email, but you can additionally set up text or in app alerts.

• Click settings
• Click user alerts
• Select which alert you would like to edit
• Click which alert option you would like added
• Click save.

For Debit or Credit Card specific alerts check out Purchase Alerts.

View eStatements

How do I view my account eStatements in online and mobile banking?

An email will be send when the newest statement is ready to be viewed. The email will not contain any banking information and will require you to log into online banking to access the statement.

Account statements can be downloaded from online banking. These are only available for accounts already enrolled in eStatements.

• Click on any account listed
• Click on View eStatements on the Dashboard or from the Account Details page in the options menu

 

View Credit Card History And Points

How do I view my credit card transactions?

Log in to digital banking and select the credit card tile. Then on the Details page click Visa Credit Card with the credit card icon. The link will take you to mycardinfo. There you can click recent activity and edit the date range to find the transactions you are looking for.

How to I see how many points I have and possible rewards?

Log in to digital banking and select the credit card tile. Then on the Details page click Visa Credit Card with the credit card icon. The link will take you to mycardinfo. Scroll to the bottom of the Account Info page where it says Rewards Balance.

To view rewards available click browse rewards. This will take you to Choice Rewards where you can explore current travel, merchandise, gift card, event, and cash rewards.

To redeem rewards through Choice Rewards, select the item you would like to redeem. If you have enough points for that reward, you can select add to cart. Then view cart and check out. Rewards like gift cards will be sent via mail to your address on file.

How do I redeem points for a loan discount?

To redeem credit card points for a loan discount, you will need to contact MembersAlliance directly.

Make A Mobile Deposit

How do I make a mobile deposit?

Mobile deposit is available through the mobile app for qualified accounts.

• Select Deposit under the checking account OR select Deposit Check from the menu
• Tap Deposit a Check 
• Enter the check amount
• Tap Continue
• Select the account to deposit to
• Take a picture of the front of the check and tap continue
• Take a picture of the back of the check and tap continue
• Verify the information and tap Submit

Note: Make sure you sign and write "MACU - For mobile deposit only" on the back of the check.

Are there limits on the dollar amount and number of mobile deposits I can submit?

There is a single item limit of $5,000 per check.

What should I do with my checks after using mobile deposit?

You should retain the check for 30 days after the deposit has posted to your account. After that time, you may shred it.

Update Account Information

Can I change my phone number, email address, or primary address online?

Update your phone number, email address, or primary address online with the following steps:

• Click on the User Profile icon and click Settings
• Click Edit next to your phone, email, or address
• Verify your password
• Edit your contact information
• Click Save

Updates will happen immediately.  All updates will be reviewed by a Member Solutions Representative who may contact you for additional information.

Note: Updates are made to the primary member only, if there are joint owners on the account that need to be updated, they will need to be done in person.

How do I change my username for online banking?

• Select your username icon in the top right corner or menu in mobile banking
• Select Settings and then select Security option on the left side menu
• In the Username field select Edit
• Enter your current password when prompted
• Change your username and select Save

How To Use Card Management

How do I block and unblock my debit card?

• Under the Card Management tile, click the toggle slider to turn the desired card off
• Turning a card back on is done by simply clicking the toggle next to the blocked card

How do I report my debit card lost or stolen?

• Go to Card Management
• Find and select the card that is lost or stolen
• Select Report Card Lost/Stolen
• Choose whether the card is lost or stolen
• Confirm on the next screen
• A member support team member will contact you to assist with ordering a new card and to evaluate if there was any suspicious activity on the account

How do I activate my debit card?

• Go to Card Management
• Find and select the card you wish to activate
• Verify the name and card number
• Select Activate

How do I add a travel note on my debit card?

• Click the sidebar menu
• Select Travel Notices
• Click Add travel notice
• If traveling to a U.S. state type in state
• Type in country
• Enter date range, and confirm email and phone number
• Select the cards you will use while traveling
• Click save

Customize Your Banking Experience

How do I change the order my accounts are displayed?

You can rearrange the order your accounts display in online banking.

• From the Dashboard screen, in the upper right hand corner, click on the three dots and select Organize Accounts.
• Drag and drop the accounts to rearrange the order they will display.
• Click Done.
• When you return to the dashboard, the accounts will display in the new order.

Can I customize my mobile banking dashboard on multiple devices?

Yes, you can! You can customize a unique Dashboard set up for each of your devices. Changes to one device's dashboard layout will not affect the arrangement on other devices.

Can I give my accounts a nickname in digital banking?

You can rename any account in online banking to personalize them.

• Select an account from the Accounts section
• Select Settings from the options menu
• Next to the account name, select Rename
• Type the new name, then select Save
• Nicknames cannot be seen by credit union staff; this is strictly for your convenience.
• When doing a Mobile Deposit or Member-to-Member transfer, the nicknames will not be visible to you. You will need to select your account based on the share ID when using these specific features.

Can I hide a share or loan from displaying?

Yes, you can hide any share or loan that you choose from displaying on the dashboard in online or mobile banking. 

• From the Dashboard screen select the share or loan.
• Select Settings.
• Select the toggle "Display in Online and Mobile Banking".
• When you return to the Dashboard you will no longer see the share or loan selected.
• To turn the share or loan back on to display, click on your name on the bottom left side of the screen, select Settings, click MembersAlliance Credit Union. Your shares and loans will be listed. Select the share/loan you disabled and click the toggle button to enable viewing.

How do I change my profile photo in digital banking?

• Click the circle in the upper right of the dashboard, next to the hello greeting
• On the Profile screen, select the pencil  next to the profile image circle
• Choose to use an existing photo or use the device's camera to take a new photo
• On the move and scale screen, adjust the photo placement within the frame as desired
• Select Choose at the bottom of the screen

How To Re-order Checks

• On the dashboard, click on your checking account from the account list
• On the account details page, from the options section, click on the Reorder checks link

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