Help with common On-Line Banking questions
- Login Questions:
- Account Questions:
- New User Questions:
- General Questions:
Answers to common login questions
What do I do if I forget my password or the
answers to my authentication questions?
Call us at 1-800-452-9515 or
visit a branch. We can assist to reset
passwords or questions.
What if On-Line Banking won’t accept my new PIN?
In many cases, if your new PIN is not accepted, it will be
because someone you share an account with has already selected that PIN. On-Line
Banking doesn’t allow you to have the same PIN with anyone you share any accounts with.
Why can’t I get into On-Line Banking using my
Trust membership or my Business Membership number?
On-Line Banking or Touch Tone Teller will not let you log
in with your Business or Trust member number. These accounts are accessible by
individuals’ member numbers.
What if On-Line Banking is down?
Sometimes On-Line Banking and Bill Pay are unavailable for a short time due to system
maintenance, but otherwise On-Line Banking should be available 24-hours a day, 7-days a
week.
How do I reset my authentication questions or PIN?
If you can get logged in to On-Line Banking, you can choose
new authentication questions and PIN from there. If you can not get into On-Line
Banking, you can call us at 1-800-452-9515 or visit
a branch for assistance.
Answers to frequently asked account questions
When I log in to on-line banking I see many
accounts. Which accounts are mine and which belong to my joint account holders?
You can change the title of your account to one that
identifies it for you, such as “Mary’s share account”, “Mary’s checking account” or
“Fred’s share account” etc. using On-Line Banking - if that will make the names and
identities clearer. To do this, click on Options in On-Line Banking and choose Account
Nicknames.
Why can’t I see an account or loan?
Either this account or loan is not setup properly for
On-Line Banking or you’re a joint account holder without On-Line Banking rights
(such as a card holder, with no ownership of the account). Call us at 1-800-452-9515
or visit a branch for help.
Where did my pre-December 1, 2007 account history go?
On-Line Banking and Touch Tone Teller account histories
were "reset" during our software conversion on December 1. This means that all
account history from before December 1, 2007 is not available via On-Line Banking.
eStatements that you received prior to December 1, 2007 should still be accessible.
Your history is also still available in branches or when you call our Phone Branch.
Why can’t I transfer from my regular shares
account to another account?
Is your regular shares account a pledge account? Pledged
accounts will not allow transfers. Call us at 1-800-452-9515
or visit a branch for help.
Can I pay my loan ahead on On-Line Banking,
advancing the due date more than a month?
No. Once you make the regular payment, any additional
payments that are more than 15 days before the due date will be applied directly to
principal. Also, if you pay more than the due amount the extra will go only to
principal and will not go toward the following month. This means you will still owe the
next payment.
Answers to common questions from new users
How do I sign up?
If you have an account at Northwest Community CU, you are
already signed up for On-Line Banking. Call us at 1-800-452-9515 for your PIN. Once you
have your PIN, you will need to set
up your account's security features.
How soon can I start using On-Line Banking?
By the morning after the account was setup.
Where do I log in?
You can log in to On-Line Banking at
https://banking.nwcu.com. You can also access
On-Line Banking by clicking the “Log In” link (upper right corner of any NWCU.com page.)
What are authentication questions?
Authentication questions are a checkpoint
to make sure you really are who you say you are and to help keep unauthorized visitors
out. When you set up your On-Line Banking account, you will be asked to set up three
questions that only you know the answer to. Since these questions are chosen randomly
from a list that you create, it's far more difficult for an intruder to get through.
What is a security key image?
The security key image is a unique phrase that you create to help you identify that
you’re viewing authentic NWCU On-Line Banking page. When you create your security key,
make sure it’s something that would be very difficult for a site pretending to be us to
guess. When logging in, if you don't see your security key, go no further.
Do I need special software?
No, all you need is an Internet connection and an
up-to-date Web browser. Some older browser programs may have trouble correctly
displaying our banking pages.
Answers to general questions about On-Line Banking
Is there a fee to use On-Line Banking?
There is no fee to access your accounts through this
service. However, incidental fees, such as checkbook orders or stop payments may
arise when you use On-Line Banking.
When is On-Line Banking available?
It's available 24-hours a day, 7-days a week. Sometimes,
On-Line Banking and Bill Pay will be unavailable due to system maintenance.
Is On-Line Banking secure?
Yes. Your online account information is available only via
secure access by using your Member Number and PIN. The information is not public.
Unless you share your PIN, no one else can access your account information. Read more
about On-Line Banking security and
get tips on how you can
help keep your account secure.
How can I use On-Line Banking?
You have access to all of your Northwest Community
accounts, including loans and deposit accounts. You can perform all of the following
transactions:
- Transfer to or from checking or savings
- Transfer from checking or savings to loan or credit card
- Request a withdrawal by check
- Review account history for up to three (3) months
- Review loan history
- Obtain a loan advance
- Change your eMail and Account Alert settings
- Add a "nickname" to your accounts; e.g., re-label your first savings as "Future
House Down Payment" and your second savings as "Fishing Gear"
Your questions are always welcome
You can ask questions by contacting us online,
visiting a local branch,
or calling our phone branch at 1-800-452-9515.