Access, Navigation and Personalization
How can I choose which accounts display on my Overview page?
Click on the Self Service tab and then select Preferences. Select one account for the History and select up to five accounts for the balances.
Where is the Loan Payment option?
Loan Payment, Transfer Funds and Loan Advance transfers are all performed on the same page by selecting Transfer Funds from the Banking tab.
How do I change my start page?
Click on the Self Service tab and then select Preferences. Select the page you wish to see first from the Default Start Page drop-down list.
What happened to the Export option that was previously on the left navigation menu?
The Export option is currently not available due to a lack of demand. If you are interested in Exporting your history to a Personal Finance Manager (PFM) such as QuickenTM, Microsoft MoneyTM, or Microsoft ExcelTM, please send your request by email using the secure email inside Virtual Branch. Be sure to include your contact information.
What does the curved arrow symbol mean that I sometimes see next to a scheduled payment or scheduled transfer?
The icon indicates that the transaction is a recurring transaction.
Can I use the "Back" button on my browser to return to a page that I have already been on, or do I need to use the menus to get there?
Yes, you can use the "Back" feature on your browser to return to prior pages. However, for security reasons, some pages automatically expire after you have navigated away from them. If you encounter this, simply use the menus to go to the location you wish.
Once I have selected "Help", how do I return to the application?
Use the "Back" function of your browser to return to your original location.
I was using the system and it prompted me to log on again. I had already provided my Logon ID and Security Code once before, so why did it ask again?
This is a security feature designed for your protection. If several minutes elapse without a request from you for anything from the Home Banking system (exclusive of Help), the system will end your session and not allow further transactions until you enter your user information again. This helps to prevent others from performing transactions on your computer in the event that you forget to properly exit the system.
I keep getting messages about receiving a "cookie". What is a cookie and how can I disable the warning message?
Cookies are small pieces of information sent from the server to be stored in a file on your computer. Cookies can be used for many purposes, but at our site a cookie is used to store security information needed to maintain a secure, confidential connection to our internet server. Your browser's Security and Privacy settings will enable, disable, or prompt for action regarding cookies.
Banking and Transfers
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 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 Share 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 that 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, or are limited, such as transfers to or from a Share savings account. (Federal Regulation D restricts the number of electronic transactions on all savings accounts to six (6) per month. For more information on Regulation D transactions, please contact a Member Service Representative.
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 made before daily settlement time (2PM EST or 1PM CST). 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 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 change my security code?
Under the Self Service tab you will see a bubble for Security Information; simply 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 Member Service?
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 (PFM) software such as QuickenTM, Microsoft MoneyTM, or Microsoft ExcelTM?
The Export feature is not available at this time due to a lack of demand. If you would like to Export your history to a PFM, please send your request by email using the secure email inside Virtual Branch. Be sure to include your contact information.
What is Enhanced Authentication?
Enhanced Authentication is a security feature that uses multiple factors to authenticate our Internet Banking/ Bill Pay site to the member/ user. It provides extra protection for your online data and helps guard against fraudulent online activities like phishing scams (malicious requests for personal information) and identity theft.
Do I have to use it?
Yes, every Virtual Branch user is required to use Enhanced Authentication. Online theft is a serious concern to Coosa Pines FCU and all financial institutions, regulatory examiners, as well as members like yourself. Enhanced Authentication provides additional security to our Internet Banking/ Bill Pay service and will better protect our members/ users from falling victim to Internet Crimes.
How does it work?
In addition to your Logon ID and Security Code, the system recognizes your computer and usage patterns. If a questionable logon attempt is detected, the system will require additional identity verification before allowing access.
How does it protect me against phishing?
When you enroll in Enhanced Authentication, you choose a secret image and phrase combination. You will see this image and phrase each time you log on to Virtual Branch. In today's online environment, it is not uncommon for fraudsters to attempt to steal your identity by impersonating or spoofing the web sites you trust. When you see your secret image and phrase, you can be reassured that you are logging on to your actual Internet Banking/ Bill Pay site and not a fake site.
I selected my image and phrase, but I can't see it. Where is it?
The image is in a "picture frame" and the phrase is shown at the bottom of the frame.
Why do I have to choose challenge questions?
As part of Enhanced Authentication, you will be asked to choose challenge questions and enter your answers. These should be answers that only you will know. If you should log on to your internet banking from a different computer than normal, you will be asked to answer a challenge question. The questions are used to verify your identity and prevent fraudulent logon attempts.
What if I use two computers to access Virtual Branch?
Enhanced Authentication monitors your use patterns to detect unusual activity. If you use two computers (such as from work and home), you can register both computers as devices you use for Internet Banking/ Bill Pay. If you access Internet Banking from a computer that you did not register, you will be asked to provide the answer to one of your Challenge Questions.
Can I un-register a computer for Virtual Branch?
In order to un-register a computer, you will need to delete the cookies from the browser so that the information is no longer available to authenticate your logon. (In most browser windows you can do this by going to Tools, Internet Options, and selecting Delete under the Browsing History section. You would then select Delete Cookies.)
Does Enhanced Authentication store my personal information?
Enhanced Authentication remembers your computer by assigning a unique identifier (a standard cookie) to each computer that you use to access Virtual Branch Internet Banking. The cookie is used to store the identification information only. No personal or private data is stored.
Do I have to re-enroll for Enhanced Authentication if I delete my browser cookies?
No. The Virtual Branch system uses your computer hardware and software information to recognize you are a valid user. If you delete your cookies, the information is no longer available to authenticate your logon. You will be prompted to answer one of your Challenge Questions.
I share my computer with someone who has their own financial institution membership. Can both of us use the same computer to access our Internet Banking/ Bill Pay site?
Yes. You can register multiple user accounts on the same computer.
Can I change my challenge questions or secret image and phrase?
You can change your challenge questions, answers, secret image or secret phrase at any time when logged in to Virtual Branch by clicking on the Self Service tab and selecting the Security Information bubble.
What will happen if someone compromises my Virtual Branch password? How will Enhanced Authentication prevent them from accessing my accounts?
If someone tried to log on to your Virtual Branch Internet Banking/ Bill Pay account from a computer that you did not register for Enhanced Authentication, they will be challenged to answer one of your Challenge Questions. Since they will not be able to answer the question correctly, they will not be able to log on.
I tried to log on to Virtual Branch from my own computer, but I can't see my image or phrase. Instead I am being asked to answer a Challenge Question. Why is this happening?
This might happen if you deleted cookies from your computer. Before answering the Challenge Question or entering your password, make sure you are accessing the Virtual Branch web site. The easiest way to ensure this is by typing the address for Coosa Pines FCU's website into your browser's address bar and logging in from our home page. Then answer your Challenge Question and verify that the image and phrase shown are the ones you selected.
What happens if I get locked out of Virtual Branch?
If you get locked out, you will receive an error message that specifically states "Your account has been locked." You may contact
a Member Service Representative to have your account unlocked and Security Code reset. If you have a valid email address on file within Virtual Branch, you will see a message that an email has been sent with a temporary Security Code.
Common reasons why you will not receive the email that is sent:
- You have a spam blocker or some other type of control preventing the email from being delivered.
- The email address on file with Virtual Branch is different than the email account you are looking to receive the email in. (You can update your email address under the Self Service tab, Personal Options bubble by selecting Personal Information.)
When you receive the email address with temporary Security Code and instructions for unlocking your account:
If you do not have a valid email address on file within Virtual Branch or experience difficulty using the auto-unlock feature, you may be unlocked manually by contacting a Member Service Representative at your local branch
, or Virtual Branch Enhanced Authentication Support at 1-888-868-5187.
Where can I find information to help me configure my browser settings to work with Enhanced Authentication?
When you enter your Logon ID on our home page to go to the Virtual Branch sign-on screen you will see "Verify Browser Settings" beneath the Sign In button. Select the Verify Browser Settings link to see the Browser Checklist.
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