Mobile Banking FAQ

Mobile App Help

Touch Authentication Help for AppleTM

Touch Authentication Help for AndroidTM

Mobile Check Deposit Help

U Pay (Person-to-Person Payments) Help

 

 

Mobile App Help

Can I view check images in Mobile Banking?

Yes, you can view both the front and the back image of the cleared checks using Mobile Banking.

Do I still need to enter my Mobile Access Code (MAC) when performing a transfer?

No. You will not need to enter a Mobile Access Code (MAC) to perform a transfer. You can setup and approve the transfer without this step in the new Mobile Banking.

My secure access code delivery information needs to be updated, how do I get this changed?

To update your secure access delivery information, please log in to your account using an existing secure access delivery method, and update the information in Settings under Security Preferences.  If all of your delivery methods are out of date, please contact our Member Service Center at (888) 982-1400, initiate a live chat, or stop by your local branch.

Can I add a Bill Pay payee/merchant via mobile banking?

Yes, you can select Add a Payee from the Advanced button within Mobile Banking’s Bill Pay.

Can I deposit a check by taking a picture of it on my smartphone or tablet?

Yes, mobile check deposit is available. Within the mobile banking app tap the Menu button, then Transactions and select Deposit Check.

This feature allows you to use the camera on your mobile device to capture check images and use them to make a deposit. The Deposit Check feature also displays the details and status of your checks as either pending or processed. Click here for more information on Mobile Check Deposit, including eligibility and fees.

Can I set-up a recurring transaction via mobile banking?

Yes, you have the ability to create a recurring or future transaction for some types of payments or transfers. You can review or delete your recurring transactions within Activity Center in Transactions.

Which accounts can be viewed with the mobile banking smartphone app from UFCU?

All active accounts are eligible for mobile banking including savings, checking, certificates, mortgages and loans.

Can I change the name of my accounts in mobile banking?

Yes, you can! The default name for the account displays unless you have created a custom display name (aka Nickname) within Online or Mobile Banking.
To create nicknames for your accounts, use Account Preferences within Settings in Mobile Banking. Change your account nicknames as often as you wish.

Can I view my secure messages and alerts via mobile banking?

Your messages and alerts to/from UFCU are consistent between mobile banking and Online Banking. This means if you send a message while working within Online Banking, you can use your app to read the reply and vice versa.

Our secure messaging is integrated so all the messages you receive in one channel are visible in the other.

Can I update my Login ID or change my password via mobile banking?

Yes, the Security Preferences feature within Settings allows you to create/edit your Login ID and change your password as needed.

Does it matter what mobile device type I use to access mobile banking?

Not every mobile device supports all features of mobile banking. A device’s operating system and capabilities affect the overall user experience. The devices/features that deliver maximum performance of our mobile apps are:
• Operating Systems: Apple iOS (version 7.0+) or Android OS (version 4.1+)
• Camera Specs: Rear-facing, auto focus, 5+ megapixel resolution for mobile remote deposit capture (RDC). Devices without a rear-facing camera will not support mobile RDC.
• Connectivity: 4G LTE / Wi-Fi
• Location Services: GPS enabled/native mapping app enabled. Devices without location services or native mapping applications do not support Branch/ATM location functionality.

I do not like entering my Login ID every time I want to access mobile banking. Does your app offer any shortcuts?

Yes, if you want your device to remember your Login ID for your next visit, select the Remember Me check box on the login screen before you sign in.

Can I use the ATM/branch locator search feature without signing in to the app?

Yes, click on the Locations link located at the bottom of the mobile banking login page.

Can I make a future-dated bill payment in the Mobile App?

Yes, you can make future dated payments using the mobile app.

Can I pay bills using the Mobile App?

Yes. You will be able to add to a new payee, create new payments, or cancel scheduled payments on the go if needed.

What functions can I perform with the Mobile App?

You can check your account balances, view account details and transaction history, transfer between accounts, pay bills, perform mobile check deposits, and find UFCU branch and ATM locations. You can also do more advanced functions such as updating your contact information, opening new accounts, and applying for a loan.

Does the Mobile App require software to be installed on my device?

Yes, you will need to download the Mobile App from the App Store or Google Play to your device.

How do I download the Mobile App?

Apple Devices:

  • Open the App Store icon and search for “United Federal Credit Union”.
  • The Mobile App will display, select “Get” , then “Install” to download the App to your device.

Android Devices:

  • Open the Google Play icon and search for “United Federal Credit Union”.
  • The Mobile App will display, select “Install” to download the App to your device.

Do I have to be an Online Banking user to access the Mobile App?

No.  You now have the option to enroll through our Mobile Banking app by clicking Enroll Today at the bottom of the login screen.  The same Login ID and password can be used to log in to either Mobile or Online Banking.

Is the Mobile App free?

Yes. The Mobile App is free of charge*.

*Please note standard SMS Text Messaging and Web Browser application fees from your mobile phone provider may still apply. Please contact your mobile service provider for details. Charges also may apply for using Mobile Check Deposit, please see which accounts are eligible for no-charge deposits.

What is the Mobile App?

The Mobile App is very similar to our Online Banking experience. You can check your account balances, view account details and transaction history, transfer between accounts, pay bills, perform mobile check deposits, and find UFCU branch and ATM locations. You can also do more advanced functions such as updating your contact information, opening new accounts, and applying for a loan. The Mobile App can be downloaded directly to any newer compatible iPhone and/or Android Smartphone.

 

Touch Authentication Help for AppleTM

If the device doesn’t recognize my fingerprint, can I still access my account?

Yes. You always have the option to login using your Login ID and password by selecting “Cancel” to return to the standard login screen.

Does Touch Authentication prevent other users from getting into my account?

Touch Authentication is designed to be secure, but we don’t recommend using Touch Authentication if you share your phone or device passcode with others. Anyone who knows the device’s passcode has access to add a fingerprint to the device.

How is my fingerprint stored?

It is encrypted and stored within your device. United Federal Credit Union and Mobile Banking do not have access to it.

I enrolled in Touch Authentication and now my login page is no longer readable. What do I do?

If an old version of our App is being used, you will need to update to our newest version to use the Touch Authentication feature. Navigate to the App Store and tap “Updates” in the lower right hand corner of your screen.

I’ve updated my password and I can no longer use the Touch Authentication feature without receiving an error. What do I do now?

After changing your password, you must update Touch Authentication with this new password to continue using the feature. Navigate to ‘Settings’ > ‘Security Preferences’ page, toggle Touch ID to the ‘Off’ position and then switch it back “On”. Tap ‘Authorize’ to register your new password.

Can I log in to Mobile Banking with my Login ID and password if I have Touch Authentication enabled?

Yes, select “Cancel” to log into Mobile Banking with your Login ID and password instead of using Touch Authentication.

If more than one fingerprint is saved to the device, are they all able to be used to log into the Mobile Banking App?

Yes. Once enrolled in Touch Authentication, fingerprint sign in is activated. This means any fingerprint which is stored on the device can then be verified to sign into Mobile Banking.

Is Touch Authentication available anything other than logging into the Mobile Banking App?

At this time, Touch Authentication is only available for logging into the Mobile Banking App.

Which devices are eligible for Touch Authentication?

Touch Authentication is available for the iPhone 5s or later running a minimum of iOS 8. Touch Authentication is also available for iPad Pro, iPad Air 2, or iPad mini 3 or later running a minimum of iOS 8.

Can I register more than one login for Touch Authentication?

Only one registered login can access Mobile Banking via Touch Authentication at any given time. If you would like to log into a separate account, toggle back to the standard login and enter the Login ID and password.

How do I enable/disable the feature on my device?

To set up Touch Authentication, you need to first activate your Touch ID. Go to Settings > Touch ID & Passcode > Enter passcode > Add a Fingerprint. Once you’ve added your fingerprint, log into the UFCU Mobile Banking App. Go to Menu > Settings > Security Preferences. Switch Touch ID to the “On” position. Press “Continue.” Reenter your login credentials and press “Authorize.” Hold your finger over the home button to enable Touch Authentication.

What is Touch Authentication?

Touch Authentication allows you to log into your Mobile Banking App with your fingerprint instead of a standard Login ID and password.

 

Touch Authentication Help for AndroidTM

I’ve updated my password and I can no longer use the Touch Authentication feature without receiving an error. What do I do now?

After changing your password, you must update Touch Authentication with this new password to continue using the feature. Navigate to ‘Settings’ > ‘Security Preferences’ page, toggle Fingerprint to the ‘Off’ position and then switch it back “On”. Tap ‘Authorize’ to register your new password.

Can I register more than one login for Touch Authentication?

Only one registered login can access Mobile Banking via Touch Authentication at any given time. If you would like to log into a separate account, toggle back to the standard login and enter the Login ID and password.

How is my fingerprint stored?

It is encrypted and stored within your device. United Federal Credit Union and Mobile Banking do not have access to it.

If the device doesn’t recognize my fingerprint, can I still access my account?

Yes. You always have the option to login using your Login ID and password by selecting “Cancel” to return to the standard login screen.

If more than one fingerprint is saved to the device, are they all able to be used to log into the Mobile Banking App?

Yes. Once enrolled in Touch Authentication, fingerprint sign in is activated. This means any fingerprint which is stored on the device can then be verified to sign into Mobile Banking.

Can I use Touch Authentication with my Android device?

Yes. Fingerprint authentication is available for Android devices that have compatible fingerprint support running Android 6.0 or higher. Devices from manufacturers that have created their own fingerprint support and are not using Google’s built-in support for Android are not compatible. Examples of known devices that are not supported are the Samsung Galaxy S5 and Note 4, as these devices use Samsung’s fingerprint drivers rather than Google’s Android fingerprint support.

What is Touch Authentication?

Touch Authentication allows you to log into your Mobile Banking App with your fingerprint instead of a standard Login ID and password.

 

Mobile Check Deposit Help

Can I deposit a check by taking a picture of it on my smartphone or tablet?

Yes, mobile check deposit is available. Within the mobile banking app tap the Menu button, then Transactions and select Deposit Check.

This feature allows you to use the camera on your mobile device to capture check images and use them to make a deposit. The Deposit Check feature also displays the details and status of your checks as either pending or processed. Click here for more information on Mobile Check Deposit, including eligibility and fees.

What if a check deposited in Mobile Check Deposit is fraudulent?

Any check deposited through Mobile Check Deposit will follow the same procedure for fraud as those that were deposited via a teller or ATM.

Am I able to deposit a check to a Quick linked account?

Yes. You may deposit into a Quick linked account as long as it is an eligible account.

What is an “Eligible Item”?

An eligible item is an original paper check that is payable to you, and is within the meaning of a “check” as defined in Federal Reserve Regulation CC and UFCU’s deposit guidelines. Please see terms and conditions for a full list of ineligible items.

How do I know if I’ve taken the picture correctly?

The Mobile Check Deposit application will check the picture for quality. If the quality is poor, the application will ask you to retake the picture. Simply select the image displayed, this should launch the camera function and allow you to take a new picture of the item.

Do you place a hold on check deposits?

Yes. Please see our Funds Availability for details on check holds.

Are the check photos stored on my mobile device?

No. The photo of your Mobile Check Deposit will not be stored on your mobile device.

Do I have to endorse the back of the check?

Yes. Please endorse all checks with your signature and print “For eDeposit Only at UFCU” on all checks.

Can I make a deposit to another member’s account?

No. You can only make deposits of eligible items to those accounts that you have access to through your normal online/mobile banking site.

If I discover I’ve entered an incorrect amount for a deposited check, should I redeposit the check?

No. Please contact our Member Service Center immediately at (888) 982-1400 to report any errors or discrepancies.

What devices can use Mobile Check Deposit?

Mobile Check Deposit works on most iPhone® and Android™ phones, but not every mobile device supports the feature. A device’s operating system and capabilities affect the overall user experience. The devices/features that deliver maximum performance of our mobile apps are:

 

  • Operating Systems: Apple iOS (version 7.0+) or Android OS (version 4.1+)
  • Camera Specs: Rear-facing, auto focus, 5+ megapixel resolution for mobile remote deposit capture (RDC). Devices without a rear-facing camera will not support mobile RDC.
  • Connectivity: 4G LTE / Wi-Fi

 

What should I do with the checks after it has been deposited?

We ask that you retain the check in a secure location for 120 days. In the event that the image of your check cannot be processed, we may ask for the original item. After 120 days, the original check should be shredded. Do not attempt to re-deposit successful items as this will cause items to be returned NSF which could be subject to fees.

Are there limits to how much I can deposit?

Yes. Each mobile deposit is limited to $5,000 per check and the total daily limit is $5,000 per Business Day per eligible account. Each mobile deposit will count toward the limit for the Business Day on which the mobile deposit is received.

What happens if I mistakenly deposit the same check twice?

The Mobile Check Deposit has a built-in duplicate detection system and will notify you if the same check is entered twice.

When will funds from Mobile Check Deposit be available?

Below is our general funds availability policy for the Service:

If an item is transmitted before the Cut-Off Time:

    • Up to $200.00 is available immediately
    • Anything greater than $200.00 but less than or equal to $5,000.00 is available on the second (2) Business Day

An item transmitted after the Cut-Off Time will be treated as having been transmitted the next calendar day and will not be received earlier than the next calendar day.

How many checks can I deposit using Mobile Check Deposit?

You can deposit as many checks as you’d like up to the deposit limit. However, you can only deposit one check at a time.

Is Mobile Check Deposit secure?

Yes. You access Mobile Check Deposit through UFCU’s Mobile Banking app, which uses encryption similar to Online Banking to keep your information secure and confidential. UFCU’s Mobile Banking applications do not store any confidential information on your phone.

When will my deposit be available?

If your deposit was accepted prior to 8:00 p.m. your deposit will generally be available to you the next business day. Deposits made after 8 p.m., or on weekends or holidays, will generally be processed the next business day. All deposits are subject to review and funds from your deposit may not be available for immediate withdrawal.

When can I use Mobile Check Deposit ?

You can use Mobile Check Deposit 24 hours a day, including weekends and holidays.

What accounts am I able to make a deposit to using Mobile Check Deposit?

The following types of accounts are eligible for the Service:

  • Membership Savings
  • Youth Savings
  • Achiever Savings
  • Holiday Club
  • eCa$h
  • Convenience Checking
  • Interest Plus Checking
  • Platinum Plus Checking
  • Members Advantage Money Market

Who is eligible for Mobile Check Deposit?

To qualify for the Service, you must meet eligibility criteria as stated by us including, but not limited to, the following:

  • You are 18 years of age or older;
  • You have been a Member with us for at least 90 days;
  • You have no charge-off share accounts or loans with us;
  • You must be current on all of your loans with us;
  • You must bring your share accounts to a positive balance at last once every thirty (30) days or less;
  • You must have had less than six (6) checks returned for non-sufficient funds (“NSF”) in the last twelve (12) months;
  • You must have had less than three (3) returned deposit items in the last twelve (12) months; and
  • Your mailing address on our records must be current and valid.

How does Mobile Check Deposit work?

To make a mobile check deposit please follow these steps:

  • Launch the Mobile Banking App, log in, and tap “Deposit Check” under Transactions
  • Select the account where you wish to deposit your check
  • Enter the amount of the check
  • Tap “Capture Image” to begin capturing the image of your check
  • Tap “Capture Front” to take a picture of the front of the check
  • Then, tap “Capture Back” to take a picture of the back of the check
  • Verify your deposit information and scroll down to submit the deposit

What is Mobile Check Deposit?

With Mobile Check Deposit, you can make a deposit anytime, anywhere! Save yourself a trip to the branch or ATM by depositing checks with your phone, even after hours, simply by taking a picture. It’s easy, safe and the most convenient way to deposit checks. Make deposits anytime, anywhere.

 

U Pay (Person-to-Person Payments) Help

Is U Pay secure?

Yes! There is no need to share your account number with anyone. Money is sent securely using just an email address or mobile phone number. U Pay payments are processed and protected in the same manner as PIN-based point of sale debit card transactions.

How do I cancel a payment?

A payment you initiated through U Pay may be canceled if it has not been collected by the recipient. To cancel a payment, contact UFCU’s Member Service Center at (888) 982-1400.

Is there a limit to the amount of money I can send using U Pay?

Yes, the same limits apply to U Pay as PIN-based debit card transactions. To learn more, contact our Customer Service department at (888) 982-1400.

What if I get a message saying that my card is not eligible to receive funds?

Some financial institutions may restrict you from using their debit card to collect funds that are sent using U Pay. If this happens, you will be prompted to enter the numbers of a different debit card, or you may also collect the money using your checking or savings account information.

If I send money to someone, when will the money be taken from my account?

Payments sent using U Pay will be debited from your account immediately. The recipient has 10 days to collect the money. If the money is not collected in 10 days, you will be notified and the funds will be credited back to your account within 1-2 business days.

Why does the PIN pad scramble after I select each number?

The PIN pad will scramble after you enter each digit of your PIN number for your protection and as an added layer of security.

What PIN do I enter to verify a transaction?

United Federal Credit Union U Pay payments are processed as PIN-based debit card transactions, so you should use the PIN for your Debit Card tied to your UFCU checking account.

Can I only send money to UFCU members?

No – that’s the best part! You can send money to anyone using just their email address or mobile phone number.

What number does a text notification come from?

Text notifications for U Pay will come from (678) 264-6407.

When does the money become available to the recipient?

If the recipient chooses to collect the funds via a debit card, the funds are available to them immediately! If they choose to collect using a checking or savings account, the money will be credited to their account within 1-2 business days.

How does someone collect money sent to them using U Pay?

A recipient will receive a notification via email or text messages (whichever was specified by the sender) with the payment information and a link to collect their funds. The recipient then enters his/her debit card or bank account information to get the money. No registration or login is required to receive the funds.

Does it cost me anything to use U Pay?

Yes, there is a $0.75 fee per transaction Standard message and data rates may apply when using a mobile device.

How do I access U Pay?

U Pay is available from your personal Online or Mobile Banking account under the “Transactions” menu by clicking “U Pay.”

What do I need in order to be eligible to use U Pay?

To use UFCU U Pay, you must have:

You must have a UFCU Debit Card linked to a personal checking account with UFCU and a valid email address on file. If you don’t have a debit card for your checking account and would like one, please contact our Member Service Center at (888) 982.1400.