Online Banking FAQ

Frequently Asked Questions

Access
Account History
Bill Payer
Loan Payments
Security
Transfers
Troubleshooting
Browser Policy

Access

What do I need in order to use Industrial CU’s Online Banking?

You must have an account at Industrial CU, a username, a phone number and a correctly configured Browser.

During what hours is Online Banking available?

Online Banking is available 24 hours a day; however, there may be periods of downtime for maintenance. In the event of a planned maintenance downtime, we will post an alert on our homepage with the estimated maintenance window.

What are the Username requirements?

Usernames must be between 6 and 20 characters long. They must contain at least one letter but can contain letters, numbers and the following special characters: @$*_‐=.!~. White (blank) spaces are not allowed.

What are the Password requirements?

Passwords must be between 6 and 32 characters long. They must contain characters from two of the three following categories: letters, numbers, and special characters. They cannot contain white (blank) spaces or a substring of the username. Passwords are case sensitive and do not expire.

Is there a time limit for an Online Banking session?

Yes, for your security, Online Banking will automatically log off after 10 minutes of inactivity. Applications within Online Banking such as Bill Payer and Money Management do not register as activity for Online Banking and you will be asked to extend your session when the time limit approaches.

How do I access my account on a phone, tablet or other mobile device?

If you are on an iPhone, iPad or Android device, we have free mobile apps – more information is available here. If you are on another kind of device that has a web browser, you can visit our website and log in to Online Banking as you would on a normal computer.

Account History

How much account history is available?

8 months of account history can be viewed using the Account History screen. Please note that only 100 transactions can be displayed at one time. Up to 3 years of eStatements are available online.

How do I download my transaction history into Quicken, QuickBooks, Microsoft Money, or Excel?

Log in to Online Banking
Click the My Accounts tab
Click on a specific account
Select desired date range
Click the Export link
Choose your desired file format
Click the Export button

Where can I get additional assistance for Quicken or Quickbooks?

Quicken
QuickBooks

Bill Payer

How do I sign up for Bill Payer?

To sign up for Bill Payer:

Log in to Online Banking and click the Bill Pay tab – this will open the Bill Payment Agreement page
Enter all requested information
Select the checking account to pay bills from
Click “I Agree”

What type of account do I need to use Bill Payer?

A checking account is required to use Bill Payer.

Is there a fee for Bill Payer?

We offer Bill Payer at no charge to members that receive eStatements. Members choosing not to receive eStatements pay a $5.95 monthly charge for Bill Payer.

How do I change the mailing address for a Bill Payer payee?

To change the address of a payee, click the Options button below the Payee name. Then choose Account Information to change available fields.

When are funds withdrawn from my account for scheduled bill payments?

The funds for scheduled bill payments are withdrawn one or two business days after the payment has been processed.

How many days in advance of the bill due date should Bill Payer payments be scheduled?

When you select the Send date, the Deliver By date will appear to inform you of the delivery timeframe.

What is the maximum bill payment amount?

The maximum amount for a bill payment is $9,999.99 per payee per day with a total per day of $19,999.99.

Is the account number field required on a Bill Payer payee?

Yes, the account number is a required field. If the bill does not have an account number, enter “none” in the account number field.

When can I cancel a scheduled bill payment?

A scheduled bill payment can be cancelled no later than 8:00 pm on the date scheduled for the transaction.

What happens if funds are not available in my checking account on the bill payment collection date?

If you have overdraft protection, we will use any available funds to cover the bill payment and any fees related to overdraft protection usage will apply. If overdraft protection and overdraft privilege are not available, the checking account will be assessed a $25.00 NSF fee for each bill payment that fails. If the payment fails, the account will go into a hold status. To have this hold status released, please contact us during normal business hours.

How do I reschedule a recurring bill payment that has reached the final payment date?

To reschedule a recurring bill payment that has reached the final payment date, delete the recurring bill payment and recreate it with a new final payment date.

Is the Industrial Credit Union logo on Bill Payer checks?

The Industrial Credit Union logo is not present on Bill Payer checks.

Loan Payments

Can I make manual mortgage payments using Online Banking?

Yes, payments in the exact payment amount can be made on mortgage accounts. However, please contact us directly for partial payments, escrow only payments or principal only payments which cannot be made via Online Banking.

Can I pay off my loan using Online Banking?

Yes, unless the loan has unpaid late fees. If you are unable to pay off your loan using Online Banking, please contact us during normal business hours. Note: Mortgages are processed differently and may require additional instructions. Please contact us for more information.

Security

What is Enhanced Login Security?

This is the process used to allow access to only the correct member. During the Online Banking login process, Enhanced Login Security will determine if the current computer/browser has been authorized by you to access your account online. If the computer/browser is not authorized, you will be presented with a process to receive a One-Time Passcode.

Why is Enhanced Login Security required?

In January 2012, the Federal Financial Institutions Examination Council (FFIEC), the regulators overseeing banks and credit unions, communicated that passwords and challenge questions alone will no longer be acceptable as the sole means of achieving online security. Enhanced Multifactor Authentication (Enhanced Login Security) was the recommended solution.

How do I enroll a computer/browser in Enhanced Login Security?

After entering your username, password, and your One-Time Passcode, choose the “Yes, register my private computer button”. This will place a cookie (file) on the computer that can be referenced for future logins to avoid the One-Time Passcode process. If the cookie is deleted, a One-Time Passcode will be required. You will be prompted for the code on any new device or if you use a different browser.

How do I un-enroll a computer from Enhanced Login Security?

If you have access to the computer, you can delete the Industrial Credit Union Online Banking cookie (industrialcuhb.com) from all browsers that have accessed the site. Additionally, Industrial Credit Union’s Call Center can un-enroll all authorized devices when requested to do so.

Why does it say “Is this really you” each time I log in even though I told the computer to remember me the last time I logged in?

When you register your computer, a small file called a “cookie” is placed on your computer only for identification purposes. If this file gets cleared, there is no way that Industrial Credit Union knows that this is your device and will prompt you for extra security. There are many reasons that cookies can be deleted. Some browsers, third party tool bars, security or cleanup software can all clear cookies without informing you.

How many computers can I enroll in Enhanced Login Security?

You can enroll as many computers, devices or browsers as you wish.

Should I enroll a public computer at work/the library/etc. so I do not have to receive a One-Time Passcode each time?

We recommend that you do not enroll a public computer for security reasons.

Why am I being asked for my e-mail address?

Federal law requires you be notified anytime security is changed on your account. We use your e-mail address to notify you of such changes.

Transfers

If I make a transfer or withdrawal, how soon is the transaction processed?

Online Banking is updated in real time, which means as soon as you make a transaction, the results can be seen immediately by viewing the My Accounts tab.

Can I edit/cancel a scheduled transfer?

A scheduled transfer can be cancelled no later than 8:00 pm on the day prior to the processing date scheduled for the transaction.

Troubleshooting

I cannot access Online Banking and I have a third-party browser extension installed.

Due to increased security, certain third-party toolbars/software may prevent you from accessing Online Banking. The software may need to be disabled or uninstalled. Please refer to the Browser Policy to correct browser settings.

What information do I need when contacting Industrial Credit Union with a technical problem or question?

Please have the following information available:

Date and time of problem
A brief description of the problem, any error messages which occurred and the last steps taken before the error occurred
Browser type and version (e.g. Internet Explorer 9.0, etc.)
Operating system of the computer (e.g. Windows Vista, etc.)
Your user ID
Your account number and phone number

Online Banking Supported Browser Summary

Google Chrome: Supported
Mozilla Firefox: Supported
Safari
Safari 6 & 7: Unsupported
Safari 8: Supported
Internet Explorer
IE 11: Supported
IE 10: Unsupported
IE 9: Supported
IE 8: Supported
Safari
Safari blocks all third-party cookies from being accepted. This setting will cause parts of Online Banking including Money Management, Bill Payer, eStatements, the Visa tab and other third-party services to function incorrectly. If you experience any issues accessing these parts of Online Banking using Safari, please verify the cookies settings by going to Safari > Preferences and looking at the Privacy tab. The option for Block Cookies should be set to “Never”. One workaround is to hold down the Ctrl key, click on the link and open in a new tab.

Other System Settings

Unless otherwise noted in this policy, the following settings and plug-ins are required to properly access Industrial CU’s Online Banking.

Cookies Enabled (first and third-party)
JavaScript Enabled
Minimum Screen Resolution of 1024 × 768 pixels
PDF Reader Compatible
Adobe Flash Player updated to latest version

Embedded Browsers

Some popular browsers may be embedded into various online services. For example, America Online (AOL) currently uses the Internet Explorer browser in its desktop software application. In these cases, although we may indicate that the core browser is supported, we do not test these embedded browser versions. Due to the lack of testing, we consider these types of browsers unsupported for the purposes of these policies; though users should be able to access most of the functionality assuming that the embedded browser is based on a supported browser.