Online Account Access
What activities can I do?
You can perform account inquiries (including balances and additional information), view account history and transfer funds between accounts. All of your available options are listed on the left or top menus.
What can I see on account inquiries?
You can see your current balance, as well as some general information. This information varies depending on the type of accounts you have. You may see the maturity date of a CD or the interest rate of a savings account.
What kinds of transfers can I make?
Three kinds of transfers are available:
- Immediate - A transfer that is attempted immediately.
- One-time - A transfer that is made on the date you specify.
- Automatic - A recurring transfer that occurs at your specified frequency as many times as you indicate.
Do transfers always occur on the day or date I designate?
One-time transfers always occur on the date you designate. Recurring transfers are scheduled transfers set up to happen on the same day or date each month (for example: each 15th). If one of these recurring dates falls on a non-business day (such as a weekend or Federal holiday), the transfer is processed on the preceding business day.
How far in advance can I set up a transfer?
You may set up a one-time or automatic transfer as much as 18 months in advance.
What kinds of accounts allow transfer activity?
Allowed transfers may vary based on the rules for your account types. Some transfers are not allowed, such as a transfer to or from a CD.
Why do I get a confirmation number when I make a transfer?
Confirmation numbers are provided for all confirmed or modified transfers. This is your assurance that a transfer will be processed. It is also a reference number that can be used for requesting research.
Do I have to re-enter transfers each month?
You can set up automatic transfers of the same amount so you do not have to re-enter them each month.
Is there a cutoff time for me to delete or change a transfer?
You can review, change or cancel a transfer at any time. If the transfer is scheduled for the current day, the change or cancellation must be done before daily settlement time (2PM Eastern Time). The system displays an error message if you attempt to modify a transfer after this deadline has passed.
Is there a way to see previous transfers?
Transfer history is retained for 18 months. You may search for past transfers by using one or a combination of the following:
- To or From account number
- Transfer Date
- Transfer Amount
- Confirmation Number
How will I know if an automatic transfer instruction has expired?
You will receive a Final Transfer secure message notifying you that the last scheduled transfer has been processed. You can reschedule your transfer if you wish to continue it.
How do I start using bill payment?
You begin by adding merchants/payees accounts to your Merchant/Payee list. You can then schedule payments for them using the Setup/Change Payments or QuickPay options.
What kind of bill payments are available?
There are two kinds of bill payments available:
- One-time - A payment that is processed on the day you specify. On the payment date you specify the funds are withdrawn from your account and the payment is sent to the merchant/payee. The merchant/payee will receive the payment 2-5 days after the payment date.
- Automatic - A recurring payment that occurs at your specified frequency as many times as you indicate.
Why do I get a confirmation number when I make a payment?
Confirmation numbers are provided for all confirmed or modified payments. This is your assurance that a payment will be processed on the date it is scheduled. It is also a reference number that can be used for requesting research.
How will I know if a payment was processed successfully?
The Payment History will show a status of "Processed" for that particular payment. However, this does not guarantee the merchant/payee received or posted this payment.
How will I know if a payment failed?
The Payment History will show a status of "Failed" for that particular payment and the system will send you a message to let you know the payment failed. The most common reason for a failed payment is insufficient funds in the account used to make the payment.
Payment history shows my payment was Processed, but my account was not debited. Should I schedule another payment for this payee?
No. Anytime a payment shows a status of processed in the Payment History, this means that the payment went out to the merchant/payee successfully. The debit to your account can take up to 3 business days to post to your bank account.
Is there a way I can verify online that a merchant/payee received my payment?
If payment was made to the merchant/payee by check, you can determine if the check has been cashed by viewing the payment details under payment history. Actual verification needs to come from the merchant/payee. If the payment was made via electronic remittance, then you must contact the merchant/payee to verify that the payment was received and posted.
What is the maximum amount for any one payment?
There is a pre-determined limit on the amount you can pay. If you are having problems, please contact us.
How far in advance can I set up a payment?
Payments can be set up as much as 18 months in advance.
Do I have to re-enter payments each month?
You can set up automatic payments of the same amount so you do not have to re-enter them each month.
Are there any payments I should not make through the system?
The following payment types are prohibited through the system: tax payments, court-ordered payments, and payment to payees outside the United States. It is not recommended to pay another bank to which you wish to make a deposit.
How many days before the due date do I need to make a payment?
Unless otherwise specified, we recommend that you specify a payment date at least 5 business days before the due date to ensure your payment reaches its destination on time.
The Bill Pay system says "Schedule payment at least 5 business days before due date", what does this mean?
The number of days before the payment due date is called "lead time." Lead time covers the time required for the merchant/payee to receive and post the payment (assuming the merchant/payee address and account number are correct). This does not guarantee when the merchant/payee will post the payment. The day that the payment was processed is not included in the lead time. Lead time should be used with discretion, since only user experience with the merchant/payee will determine the number of days the user should allow for actual posting of the payment.
Is there a way to see previous payments?
Payment history is retained for 18 months. You may search for past payments by using one or a combination of the following:
- Merchant/Payee Name
- Payment Date
- Payment Amount
- Confirmation Number
What if my recurring or one-time payment falls on a non-business day?
One-time payments cannot be scheduled for non-business days (such as weekends or Federal holidays). Recurring payments are scheduled payments set up to happen on the same day or date each month (for example: each 15th). If one of these recurring dates falls on a non-business day, the payment is processed on the preceding business day.
What do I need to do if one of my merchants/payees notifies me that a payment has not been received?
First, contact the merchant/payee directly to verify that the payment has not been received. Next, confirm that your payment was processed by using the Payment History option. View the payment details and select Research Request to initiate a payment Investigation.
Is there a cutoff time for me to cancel or change a payment scheduled for today?
You can review, change or cancel a payment at any time. If the payment is scheduled for that day, the change or cancellation must be before daily settlement time (2PM Eastern Time). The system displays an error message if you attempt to modify a payment after this deadline.
How will I know if an automatic payment instruction has expired?
You will receive a Final Payment secure message notifying you the last scheduled payment has been processed. You can modify and reschedule your payment if you wish to continue it.
When can I begin making payments to a new merchant/payee I added?
You can begin making payments to that merchant/payee immediately.
Can I pay someone who does not appear on my list?
Yes, simply add the merchant/payee to your Merchant/Payee List in order to make a payment to them.
How do I add a merchant/payee to my list?
Using the Merchant/Payee Accounts option, select Add Merchant/Payee and then complete the requested fields.
How do I change the account number or address for a merchant/payee?
Using the Merchant/Payee Accounts option, select the Merchant/Payee, select Details and then update the appropriate information.
How do I change my security code?
Select Change Security Code from the menu. Enter your old security code and the new one. You are required to enter the new code twice for verification.
What are the system requirements for my security code?
The security code is required to be 8 alphanumeric characters, with a minimum of 2 letters and 2 numbers. Special characters are not allowed. We recommend that you change your security code regularly.
How can I change my Logon ID?
You may change your Logon ID at any time when logged on by selecting Change Logon ID on the menu.
What are the system requirements for my Logon ID?
The minimum number of characters in the Logon ID is 6. The maximum number of characters is 50. This allows you to use your email address as your Logon ID if you want. The valid characters for your Logon ID are:
- A to Z
- 0 to 9
- At-sign (@)
- Period (.)
- Dash ( - )
- Underscore (_)
How do I send a secure message to Health Care Family Credit Union?
When you select Compose New Mail from the menu, a Send To drop-down selection is presented. Select the appropriate recipient and click the Create Message button.
Can I send a secure message to one of my merchant/payees?
No, you may only send a secure message to us.
Can I receive an email to let me know that the system has sent me a secure message?
To indicate when you want to receive an email, select Personal Information, Alerts. On this screen you can choose which incidents should generate an email.
Can I download transactions to my Personal Financial Manager software (such as QuickenTM, Microsoft MoneyTM or Microsoft ExcelTM)?
Yes, the system has an Export feature.
If you have additional questions, contact Health Care Family Credit Union for assistance.