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Frequently Asked Questions
TruAccess Online Banking
What is TruAccess Online Banking? TruAccess Online Banking is a way of accessing your account information through a web browser like Internet Explorer, Firefox or Safari. It allows you to bank anytime, and from anywhere you have Internet access.
Is there a charge for TruAccess Online Banking? No! We want you to be able to make the most of your money, so TruAccess Online Banking is completely free (although there will still be charges for some services like sending wires or stopping payment on checks). Just remember when using your debit card for purchases to choose “credit” not “debit.” The money we get from Visa helps us keep online banking and checking free.
What kinds of accounts can I manage with TruAccess? You can see all of your accounts online with TruAccess, but there will be restrictions as to which ones you can use to pay bills or make deposits and withdrawals. It all depends on the account restrictions. For example, a certificate does not allow deposits and withdrawals and a savings account cannot be used to pay bills.
What is ACH? ACH stands for Automated Clearing House. It’s the system that is used to move money around electronically, like when your employer deposits your payroll directly into your checking account.
If I sign up for online banking do I have to use bill pay? No, but you should! You can save nearly two hours each month by paying bills electronically. It’s just another way TruChoice helps take the stress out of banking, to let you focus on the more important things in life.
Is the new online banking system secure? Yes! We do everything we can to make sure your account information is secure. Of course, much like fastening your seatbelt in a car, it’s good practice to review your accounts periodically just to be sure no fraud has occurred.
What can I do to improve security of my online banking? Like locking your door at night, simple steps can be taken to make online banking safer.
- Be sure to log out at the end of each session
- Consider adding password protection to your mobile phone
- Do not write down or share your login information
- Only use the secure message system within online banking to email sensitive information to TruChoice
- Never give out personal information if you aren’t sure to whom you are talking
Why am I being asked for a Secure Access Code? When you sign up for our new TruAccess online banking system, you will be asked to retrieve a new Secure Access Code (unfortunately, you can’t reuse a code). Once you activate your primary computer you will no longer need a Secure Access Code. However, if you often use a public computer, instead of setting and re-setting your Secure Access Code, you can set up a Challenge Code in Preferences under the security tab. You can reuse your Challenge Code over and over instead of getting a new Secure Access Code every time.
How do I log out of online banking? For maximum security, click Log Off at the top of the blue menu on the left to finish your online banking session.
Setting Up Online Banking
How do I enroll? Check out our handy TruAccess Enrollment Guide, and it will walk you through!
I have a joint checking account with my husband. Do we both need to enroll separately or can we share a login? You will share a login using the primary account holder’s information.
How do I create or change an account nickname? In the left, blue menu, click on Account under the Preferences section and follow the instructions.
Can I access my accounts from a different computer or location? Absolutely! You can access your accounts from any device that has web access, including smartphones.
What do I do if I’m using a public computer? There’s just a small extra step when you use a public computer, and the system will walk you through it. You login as you would on your home computer, except you will have to enter a Secure Access Code (you choose if you want to receive it by email or by phone), or you can enter the Challenge Code you set up when you enrolled.
How do I change my address? When in online banking, click Change Address in the blue menu on the left.
Managing Accounts Online
Why does my account show two different balances? One is your Current Balance and the other is your Available Balance. Some transactions don’t process immediately. For example, if you have deposited checks, there may be a hold on some of the deposit, so it won’t be available immediately.
How do I view check images? When viewing your account transactions, a magnifying glass will appear where a check image is available.
When will my transfers take place? Account transfers happen immediately.
Can I send wires online? If you have a signed wire transfer agreement on file with TruChoice, you will see Wire Transfer services in the blue menu on the left. If you are interested in using this service online, please contact us by phone or through secure messaging online.
Can I download transactions into Quicken®? Yes. In Account History, click on the arrow to the right of Display in the blue bar at the top. Click Export to File and choose the format you want in the next box. Then click Submit.
Can I apply for a loan online? Yes. Under Services in the blue, left-hand menu you will see Loan Application.
Can I see my loans online? Of course! Just as you could with our old system, your loan history is available online.
How do I schedule automatic loan payments? Click on Transfer Money, set up the information, then click on the Enter Frequency bar just below.
TruAccess Bill Pay
Is there a charge for TruAccess Bill Pay? Nope! It’s completely free.
Why should I use online bill pay? TruAccess Bill Pay will save you time and money every week. It will also reduce the likelihood of identity theft by reducing the number of bills you receive by mail – and mailboxes are the number one source of information for identity thieves.
How do I register for online bill pay? Click Pay Bills in the blue menu and follow the instructions on the screen.
How are bill payments issued? Most of the time, payments are sent electronically. If you are paying your Uncle Fred, a paper check will probably be cut and sent to him.
How long will it take for my bill pay payment to be processed? The TruAccess Bill Pay system is designed to make banking easier for our members, so we guarantee that your payment will be received by the date you select. Most payments are made electronically, so the date you are choosing to pay your bill is the date the vendor will receive your payment.
Who can I pay using bill pay? Anyone you want!
When can I use bill pay? You can use TruAccess Bill Pay 24 hours a day, seven days a week.
Is there a dollar limit on bill pay? Nope.
Can bill pay be used when I am out of the country? Absolutely. You payments will be made with United States currency.
Is it possible to schedule recurring payments? Yep.
Can I pay my bills from more than one account? Definitely.
Can I use TruAcces Bill Pay with all my accounts? You can only use online bill pay with checking accounts.
Are there merchants that cannot be paid using TruAccess bill pay? No, however, it is not recommended that you pay tax bills, government debts or child support using online bill pay services.
Why can’t I see my check image? If a check has not cleared, you will not be able to see the check image. If a check image is there but you see no writing, it is possible that a gel pen was used and the ink could not be ready by the check scanner.
Why can’t I open my electronic statements? If your computer is not set up to accept all cookies, you may not be able to access your statements. Click here for instructions to enable cookies on your computer. If you still can't open the statements, you may have a pop-up blocker activated. To change your pop-up blocker settings (typically found under Tools), put the following website address into your list of safe sites: https://online.trufcu.com/truclick/Authentication/Login.aspx
Why can’t I pay bills from my savings account? Federal regulations prohibit using savings accounts for online bill pay. There is no minimum balance and no monthly fee for opening a checking account at TruChoice.
Why won’t bill pay let me schedule payments on certain days? The system won’t let you schedule payments on days when payments won’t be processed, like federal holidays.
What should I do if a payment did not reach my payee? Contact TruChoice immediately at 1.800.639.5550 or 207.772.0808.
What do I do if forget my password? Enter your login ID, check the Forgot Password box and click Login.
What do I do if my password was stolen or compromised? Contact TruChoice immediately at 1.800.639.5550 or 207.772.0808.
Why won't my Secure Access Code work? Each time you login, you will receive a different Secure Access Code (unless you have registered your computer or set up a challenge code). The Secure Access Code expires within 10 minutes.
Why won't my password work? Here are a few possible solutions:
- Make sure your CAPS LOCK is not on.
- If you are using the new system for the first time, you should not enter a password. Just enter your login ID (member number), check off First-Time User and click Login.
- It's possible you changed your password or login ID the last time you logged in. If you can't recall, enter your login ID, check Forgot Password and click Login.
- Remember that your password is different from:
- Your TruCall (telephone banking) password
- Your debit card PIN
- Your Challenge Code
- Your in-branch password
If you have tried your password too many times, you will have to call the bank to have it reset.