MCU Online - Frequently Asked Questions
| MCU Online User Guide A guide to help you access your accounts online. |
Step-by-Step MFA Enrollment Guide New Security measures to access your account online. For information and troubleshooting tips regarding MFA, see FAQ's below. |
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Troubleshooting Tip: If you are having a problem logging into your account, please make sure you have verified all of the following options under "What are the required browser settings" link below!
Q & A: Technical Support
What is Multi-Factor Authentication Security and why is it necessary?
Multi-Factor authentication is a new feature for online account access and online applications that gives you and your accounts an additional layer of protection from fraud by using more than one method to confirm your identity. The Federal Financial Institutions Examination Council (FFIEC) has determined that the security provided by a single sign-on password may be defeated with new technology being employed by high-tech hackers of today. In response, regulators have mandated that enhanced security precautions be implemented to increase online safety and make accounts more secure while preventing spoofing attempts by look-a-like websites.
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Am I required to enroll in MFA Security?
To comply with federal regulatory guidelines, enrolling in this additional level of secuiry will be mandatory for all online account access users. For your convenience, you may delay your enrollment up to three times before it becomes mandatory for you to use online account access.
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How does MFA work?
MCU Online's main log-in screen, will now only ask for an account number. Your password will be requested on the second screen. Once your log-in information has been validated, then, you will be asked to complete the MFA enrollment process by completing a short questionnaire. You may also select 'delay' from the enrollment process to log-in immediately. This allows for members to complete the enrollment process at a more convenient time from a trusted computer. You may only 'delay' your enrollment three times before it becomes mandatory.
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What are the features of MFA?
Features of the new security are broken into two parts. First, after entering your valid userid and password, the system will ask you to pick an image that you will look for each time you sign-in. This will assure you that you are on MCU's website in the future and not on a look-a-like website. Second, you must pick 3 challange phrases and type an answer to each phrase. You may also register your trusted computers to allow for express logon.
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Registered versus Un-Registered computers?
Your selected image will always appear at log-in, however if the computer has not already been registered, you will be prompted one of your three challange phrase questions. Once you register a computer, you are not asked any of your challange questions the next time you log-in. You may register as many computers as you wish, but only trusted computers should be registered. Selecting the 'Register this computer' option during sign-in will register your computer. You may elect to not register any computers. This will prompt you to answer a challange phrase question in addition to entering your password during sign-in.
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Do I need to load any additional software on my PC or MAC?
To use our Online Services, you only need access to the Internet using your Web Browser. We support either Netscape Navigator® , Microsoft Internet Explorer® , FireFox , and Safari . Our experience has shown Microsoft Internet Explorer to work best, so this is our recommendation. Other browsers may work but must support frames, SSL, Java and the HTML 3.2 standard. Visit Microsoft's download page for more information and links to download Internet Explorer. If you have problems with your browser there is a new feature in MCU Online that allows you to check compatibility. From the sign in page click the link that says “Click Here to Check Your Browser”. That will bring up a new window showing your compatibility.
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What are the required browser settings?
Within your web browser you will be required to enable "Java," enable "cookies," and enable SSL encryption. For added security, set your browser to not save encrypted pages to disk if this option is available. Here are the basic instructions for changing these settings.
See "Java Settings," "Cookie Settings" and "SSL Encryption Settings"
Java Settings...
If you use Internet Explorer...
1. Click the Tools menu and choose Internet Options and click on the Security tab.
2. Under the Security tab, choose the Internet as your content zone (click the globe).
3. Click the Custom Level button.
4. Scroll down the list until you see the Java Permissions section and click the High Safety option.
5. Click the OK button.
6. Under the Security tab, choose Trusted Sites as your content zone (click the green check mark).
7. Click the Sites button.
8. In the Add this website to the zone box, type https://*.mountaincu.org and click the Add button. (In the Websites box you should now see https://*.mountaincu.org.)
9. Click the Close button.
10. Click on the Advanced tab.
11. Scroll down the list until you see the Java section and check the Java checkbox.
12. Click the OK button to save the new setting.
If you use Netscape...
1. Click the Edit menu and choose Preferences.
2. In the Preferences dialog, click on Advanced in the Category tree on the left.
3. Click on the Enable Java box and the Enable JavaScript box.
4. Click the OK button to save the new setting.
If you use FireFox...
1. Click the Options menu and choose Options again.
2. Click the Content tab..
3. Click in the Enable JavaScript box.
4. Click the OK button to save the new setting.
If you use Safari..
1. Click the Tools menu and choose Preferences.
2. Click the Security tab..
3. Click in the Enable JavaScript box.
4. Close the Preferences window to save settings.
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Cookie Settings...
If you use Internet Explorer...
1. Click the Tools menu and choose Internet Options and click on the Security tab.
2. Under the Security tab, choose the Internet as your content zone (click the globe).
3. Click the Custom Level button.
4. Scroll down the list until you see the Cookies section. Go to the item that is titled Allow per session cookies (not stored) and click the Enable option.
If you use Netscape...
1. Click the Edit menu and choose Preferences.
2. In the Preferences dialog, click on Advanced in the Category tree on the left.
3. Click the Accept all cookies option. Check the Warn me before accepting a cookie option, if you wish.
4. Click the OK button to save the new setting.
If you use FireFox...
1. Click on the Options menu then click Options again.
2. Click on the Privacy tab.
3. Under FireFox will: choose Use Custom Settings for History.
4. Check the box for Accept Third Party Cookies.
5. Click the OK button to save the new setting.
If you use Safari..
1. Click the Tools menu and choose Preferences.
2. Click the Security tab..
3. Click in the Accept Cookies Only From Sites I Visit box.
4. Close the Preferences window to save settings.
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SSL Encryption Settings...
If you use Internet Explorer...
1. Click the Tools menu and choose Internet Options and click on the Advanced tab.
2. Under the Advanced tab, scroll down to the Security section.
3. Click on (both) boxes to Use SSL 2.0 and Use SSL 3.0.
4. Click the OK button to save the new setting.
If you use Netscape...
1. Click on the Security icon on the main tool bar (the open lock symbol)
2. Click on Navigator link on the left side of the Security dialog box.
3. Click on the box to Enable SSL (Security Sockets Layer) v2.
4. Click on the box to Enable SSL (Security Sockets Layer) v3.
5. Click the OK button to save the new setting.
If you use FireFox...
1. Click on the Options menu then click Options again.
2. Click on the Advanced tab.
3. Choose the Encryption tab.
4. Check the box for SSL.
5. Click the OK button to save the new setting.
If you use Safari..
1. Click the Tools menu and choose Preferences.
2. Click the Advanced tab.
3. Click the Change Settings button.
4. Click the Advanced tab..
5. Under the Security section click the SSL option.
6. Close the Preferences window to save settings.
Important: You must also have the 128bit encryption pack installed for your particular browser. For further help with browser settings you will need to consult your browser's online help files or the resources listed on your particular browser's we site.
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What is a cookie?
A cookie is a small text file loaded onto a user's PC which "communicates" with a web server. MCU Online uses session cookies to help your browser display information properly. Session cookies do not collect or save any information about you, or your computer, and expire as soon as you close your browser. Your browser will need to have cookies enabled (turned on) in order to view your account information properly. For further help with browser settings you will need to consult your browser's online help files or the resources listed on your particular browser's website.
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What is a trusted site?
There are websites that you trust as safe (such as websites that are on your organization's intranet or that come from established companies that you know are safe, like MCU). When you add a website to trusted sites zone, you believe that files you download or that you run from the website will not damage your computer or data. Be default, there are no websites that are assigned to the trusted sites zone, and the security level is set to low.
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Can I "bookmark" the Sign In page and bypass the website?
Bookmarking the log-in page in order to bypass our website has been known to cause problems. The most common problem is a failed login with the message "The server is currently unavailable." Several failed attempts may also cause your account to be locked down. For this reason, it is best to always log in from our website.
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Sometimes Internet Account Access is slow. Why is this?
Several layers of sophisticated security insulate member account information from the internet. Each layer needs a small bit of time to accomplish its task. In addition, internet traffic tends to surge and decline at different times of the day and month. Any combination of these factors may slow Internet Account Access from time to time.
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Can I access my account(s) from my office PC?
Yes. However, there are several types of internet access available. Your office PC may access the internet through a network with its own internal security in place. Or, your office PC/network may have its own firewall in place which may block access to your account. Also, your workplace browser must be configured correctly for Internet Account Access to work properly. In any of these cases, you will need to consult your network administrator or technical support person for help with this issue.
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The security message "You have requested a secure document..." keeps popping up. What should I do?
MCU Online is a fully secure application. If you have not disabled the security warning message option in your browser it will display this, or a similar message. To suppress this message, set your browser to not display secure warning messages. This setting can be found under "Tools--Internet Options--Advanced" (Internet Explorer) or "Preferences" (Netscape). For further help with these settings you will need to consult your browser's online help files or the resources listed on your particular browser's website.
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I'm getting a message that says "The Page Cannot Be Displayed" or that it is currently unavailable. What's happening?
You would likely get this message under one of two conditions: (1) MCU Online will end your session if it has been inactive for more than 20 minutes. If you try to click on any other area of our Online Services, this is the type of message you will receive. You will still see the last Online Services screen you were at because each page, as it is displayed, is copied to your computer's hard drive. This is true of any web page you visit. Images and text are saved so that you don't have to wait for everything to reload when you return to a previously visited page. To correct this situation simply log in again. (2) Our services may be temporarily interrupted for a brief period of time for data processing or routine maintenance. In this case try again after a little while.
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I'm getting a message that says "The Internet site you are trying to view uses a security certificate that was signed by an unknown authority. This page cannot be viewed." What should I do?
This simply means that the browser you are using is an older version that does not understand the high-level encryption that MCU Online uses. In order to provide you with a secure connection, you must upgrade your browser to one of those specified above which support 128bit SSL data encryption.
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I'm getting a message about a Java-related error. What should I do?
In order to use MCU Online, you must be using a browser that is "Java" enabled. Java is a computer language most modern browsers understand. To correct this problem, make sure Java is enabled in your browser. Versions of Microsoft Internet Explorer and Netscape must be 4.0 or higher. With AOL, you should be using version 4.0 or higher and the browser should be version 4.01 or higher. For further help with this setting you will need to consult your browser's online help files or the resources listed on your particular browser's website.
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I downloaded the latest browser version (Netscape or Explorer). Now I can no longer access my account. What happened?
The version of Netscape Communicator or Microsoft Internet Explorer you downloaded is probably the international version. These versions do not use 128bit data encryption. Whenever you download new browser software, be sure to choose the 128bit strong encryption version. Once you complete the 128bit strong encryption installation, make sure you have "cookies" enabled. For further help with these settings you will need to consult your browser's online help files or the resources listed on your particular browser's website.
Back to Top
Can I use an Apple/Macintosh to access MCU Online?
Yes. MCU Online is platform independent, meaning it doesn't matter what kind of computer or modem you have. All you need is an Internet connection and a current, properly configured web browser. We support either Netscape Navigator® 4.75, Microsoft Internet Explorer® 4.0 or higher, or AOL version 4.0 or greater. Our experience has shown Microsoft Internet Explorer to work best, so this is our recommendation. Other browsers may work but must support frames, SSL, Java and the HTML 3.2 standard.
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How do I change my PIN Number?
You have the ability to change your PIN/password at any time when using this service. To do this you must already be logged-in. This assures you of complete confidentiality. Your PIN/password may be any combination of alpha and/or numeric characters. It should be easy for you to remember, but not so obvious that someone else can figure it out. Remember, your PIN/password is case sensitive and you will need to remember if you used upper or lower case letters. You will need to log off Online Services, after you perform a PIN/password change in order for the change to become effective.
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What if I forget my PIN Number?
If you forget your PIN/Password you will need to contact a Member Services Representative at your branch office during business hours, to re-activate your account. For security reasons you will be required to verify your identity when you call.
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I tried to log in and my PIN won' t work. What should I do?
Your PIN number may need to be reset. MCU Online has a built in security feature that automatically disables your PIN after three consecutive unsuccessful login attempts. To request a new or updated PIN or to be reset, contact a Member Services Representative at your branch office, during business hours.
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I am having trouble transferring funds between accounts. What should I do?
To transfer funds between different accounts, you must be set up for Cross Account Transfers on your accounts. To request to have Cross Account Transfers enabled on your account, contact a Member Service Representative at your branch office. If you have already been set up for this service and are still experiencing problems, please contact a Member Service Representative at your branch office during business hours.
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How do I enroll in MCU Online Bill Payer?
To enroll in Bill Payer, sign in to MCU Online, click the Bill Payer icon and then follow the instructions.
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Go to main navigation
Multi-Factor authentication is a new feature for online account access and online applications that gives you and your accounts an additional layer of protection from fraud by using more than one method to confirm your identity. The Federal Financial Institutions Examination Council (FFIEC) has determined that the security provided by a single sign-on password may be defeated with new technology being employed by high-tech hackers of today. In response, regulators have mandated that enhanced security precautions be implemented to increase online safety and make accounts more secure while preventing spoofing attempts by look-a-like websites.
Back to Top
To comply with federal regulatory guidelines, enrolling in this additional level of secuiry will be mandatory for all online account access users. For your convenience, you may delay your enrollment up to three times before it becomes mandatory for you to use online account access.
Back to Top
MCU Online's main log-in screen, will now only ask for an account number. Your password will be requested on the second screen. Once your log-in information has been validated, then, you will be asked to complete the MFA enrollment process by completing a short questionnaire. You may also select 'delay' from the enrollment process to log-in immediately. This allows for members to complete the enrollment process at a more convenient time from a trusted computer. You may only 'delay' your enrollment three times before it becomes mandatory.
Back to Top
Features of the new security are broken into two parts. First, after entering your valid userid and password, the system will ask you to pick an image that you will look for each time you sign-in. This will assure you that you are on MCU's website in the future and not on a look-a-like website. Second, you must pick 3 challange phrases and type an answer to each phrase. You may also register your trusted computers to allow for express logon.
Back to Top
Your selected image will always appear at log-in, however if the computer has not already been registered, you will be prompted one of your three challange phrase questions. Once you register a computer, you are not asked any of your challange questions the next time you log-in. You may register as many computers as you wish, but only trusted computers should be registered. Selecting the 'Register this computer' option during sign-in will register your computer. You may elect to not register any computers. This will prompt you to answer a challange phrase question in addition to entering your password during sign-in.
Back to Top
To use our Online Services, you only need access to the Internet using your Web Browser. We support either Netscape Navigator® , Microsoft Internet Explorer® , FireFox , and Safari . Our experience has shown Microsoft Internet Explorer to work best, so this is our recommendation. Other browsers may work but must support frames, SSL, Java and the HTML 3.2 standard. Visit Microsoft's download page for more information and links to download Internet Explorer. If you have problems with your browser there is a new feature in MCU Online that allows you to check compatibility. From the sign in page click the link that says “Click Here to Check Your Browser”. That will bring up a new window showing your compatibility.
Back to Top
Within your web browser you will be required to enable "Java," enable "cookies," and enable SSL encryption. For added security, set your browser to not save encrypted pages to disk if this option is available. Here are the basic instructions for changing these settings.
If you use Internet Explorer...
1. Click the Tools menu and choose Internet Options and click on the Security tab.
2. Under the Security tab, choose the Internet as your content zone (click the globe).
3. Click the Custom Level button.
4. Scroll down the list until you see the Java Permissions section and click the High Safety option.
5. Click the OK button.
6. Under the Security tab, choose Trusted Sites as your content zone (click the green check mark).
7. Click the Sites button.
8. In the Add this website to the zone box, type https://*.mountaincu.org and click the Add button. (In the Websites box you should now see https://*.mountaincu.org.)
9. Click the Close button.
10. Click on the Advanced tab.
11. Scroll down the list until you see the Java section and check the Java checkbox.
12. Click the OK button to save the new setting.
1. Click the Edit menu and choose Preferences.
2. In the Preferences dialog, click on Advanced in the Category tree on the left.
3. Click on the Enable Java box and the Enable JavaScript box.
4. Click the OK button to save the new setting.
1. Click the Options menu and choose Options again.
2. Click the Content tab..
3. Click in the Enable JavaScript box.
4. Click the OK button to save the new setting.
1. Click the Tools menu and choose Preferences.
2. Click the Security tab..
3. Click in the Enable JavaScript box.
4. Close the Preferences window to save settings.
Back to Top
If you use Internet Explorer...
1. Click the Tools menu and choose Internet Options and click on the Security tab.
2. Under the Security tab, choose the Internet as your content zone (click the globe).
3. Click the Custom Level button.
4. Scroll down the list until you see the Cookies section. Go to the item that is titled Allow per session cookies (not stored) and click the Enable option.
1. Click the Edit menu and choose Preferences.
2. In the Preferences dialog, click on Advanced in the Category tree on the left.
3. Click the Accept all cookies option. Check the Warn me before accepting a cookie option, if you wish.
4. Click the OK button to save the new setting.
1. Click on the Options menu then click Options again.
2. Click on the Privacy tab.
3. Under FireFox will: choose Use Custom Settings for History.
4. Check the box for Accept Third Party Cookies.
5. Click the OK button to save the new setting.
1. Click the Tools menu and choose Preferences.
2. Click the Security tab..
3. Click in the Accept Cookies Only From Sites I Visit box.
4. Close the Preferences window to save settings.
Back to Top
If you use Internet Explorer...
1. Click the Tools menu and choose Internet Options and click on the Advanced tab.
2. Under the Advanced tab, scroll down to the Security section.
3. Click on (both) boxes to Use SSL 2.0 and Use SSL 3.0.
4. Click the OK button to save the new setting.
1. Click on the Security icon on the main tool bar (the open lock symbol)
2. Click on Navigator link on the left side of the Security dialog box.
3. Click on the box to Enable SSL (Security Sockets Layer) v2.
4. Click on the box to Enable SSL (Security Sockets Layer) v3.
5. Click the OK button to save the new setting.
1. Click on the Options menu then click Options again.
2. Click on the Advanced tab.
3. Choose the Encryption tab.
4. Check the box for SSL.
5. Click the OK button to save the new setting.
1. Click the Tools menu and choose Preferences.
2. Click the Advanced tab.
3. Click the Change Settings button.
4. Click the Advanced tab..
5. Under the Security section click the SSL option.
6. Close the Preferences window to save settings.
Back to Top
A cookie is a small text file loaded onto a user's PC which "communicates" with a web server. MCU Online uses session cookies to help your browser display information properly. Session cookies do not collect or save any information about you, or your computer, and expire as soon as you close your browser. Your browser will need to have cookies enabled (turned on) in order to view your account information properly. For further help with browser settings you will need to consult your browser's online help files or the resources listed on your particular browser's website.
Back to Top
There are websites that you trust as safe (such as websites that are on your organization's intranet or that come from established companies that you know are safe, like MCU). When you add a website to trusted sites zone, you believe that files you download or that you run from the website will not damage your computer or data. Be default, there are no websites that are assigned to the trusted sites zone, and the security level is set to low.
Back to Top
Bookmarking the log-in page in order to bypass our website has been known to cause problems. The most common problem is a failed login with the message "The server is currently unavailable." Several failed attempts may also cause your account to be locked down. For this reason, it is best to always log in from our website.
Back to Top
Several layers of sophisticated security insulate member account information from the internet. Each layer needs a small bit of time to accomplish its task. In addition, internet traffic tends to surge and decline at different times of the day and month. Any combination of these factors may slow Internet Account Access from time to time.
Back to Top
Yes. However, there are several types of internet access available. Your office PC may access the internet through a network with its own internal security in place. Or, your office PC/network may have its own firewall in place which may block access to your account. Also, your workplace browser must be configured correctly for Internet Account Access to work properly. In any of these cases, you will need to consult your network administrator or technical support person for help with this issue.
Back to Top
MCU Online is a fully secure application. If you have not disabled the security warning message option in your browser it will display this, or a similar message. To suppress this message, set your browser to not display secure warning messages. This setting can be found under "Tools--Internet Options--Advanced" (Internet Explorer) or "Preferences" (Netscape). For further help with these settings you will need to consult your browser's online help files or the resources listed on your particular browser's website.
Back to Top
You would likely get this message under one of two conditions: (1) MCU Online will end your session if it has been inactive for more than 20 minutes. If you try to click on any other area of our Online Services, this is the type of message you will receive. You will still see the last Online Services screen you were at because each page, as it is displayed, is copied to your computer's hard drive. This is true of any web page you visit. Images and text are saved so that you don't have to wait for everything to reload when you return to a previously visited page. To correct this situation simply log in again. (2) Our services may be temporarily interrupted for a brief period of time for data processing or routine maintenance. In this case try again after a little while.
Back to Top
This simply means that the browser you are using is an older version that does not understand the high-level encryption that MCU Online uses. In order to provide you with a secure connection, you must upgrade your browser to one of those specified above which support 128bit SSL data encryption.
Back to Top
In order to use MCU Online, you must be using a browser that is "Java" enabled. Java is a computer language most modern browsers understand. To correct this problem, make sure Java is enabled in your browser. Versions of Microsoft Internet Explorer and Netscape must be 4.0 or higher. With AOL, you should be using version 4.0 or higher and the browser should be version 4.01 or higher. For further help with this setting you will need to consult your browser's online help files or the resources listed on your particular browser's website.
Back to Top
The version of Netscape Communicator or Microsoft Internet Explorer you downloaded is probably the international version. These versions do not use 128bit data encryption. Whenever you download new browser software, be sure to choose the 128bit strong encryption version. Once you complete the 128bit strong encryption installation, make sure you have "cookies" enabled. For further help with these settings you will need to consult your browser's online help files or the resources listed on your particular browser's website.
Back to Top
Yes. MCU Online is platform independent, meaning it doesn't matter what kind of computer or modem you have. All you need is an Internet connection and a current, properly configured web browser. We support either Netscape Navigator® 4.75, Microsoft Internet Explorer® 4.0 or higher, or AOL version 4.0 or greater. Our experience has shown Microsoft Internet Explorer to work best, so this is our recommendation. Other browsers may work but must support frames, SSL, Java and the HTML 3.2 standard.
Back to Top
You have the ability to change your PIN/password at any time when using this service. To do this you must already be logged-in. This assures you of complete confidentiality. Your PIN/password may be any combination of alpha and/or numeric characters. It should be easy for you to remember, but not so obvious that someone else can figure it out. Remember, your PIN/password is case sensitive and you will need to remember if you used upper or lower case letters. You will need to log off Online Services, after you perform a PIN/password change in order for the change to become effective.
Back to Top
If you forget your PIN/Password you will need to contact a Member Services Representative at your branch office during business hours, to re-activate your account. For security reasons you will be required to verify your identity when you call.
Back to Top
Your PIN number may need to be reset. MCU Online has a built in security feature that automatically disables your PIN after three consecutive unsuccessful login attempts. To request a new or updated PIN or to be reset, contact a Member Services Representative at your branch office, during business hours.
Back to Top
To transfer funds between different accounts, you must be set up for Cross Account Transfers on your accounts. To request to have Cross Account Transfers enabled on your account, contact a Member Service Representative at your branch office. If you have already been set up for this service and are still experiencing problems, please contact a Member Service Representative at your branch office during business hours.
Back to Top
To enroll in Bill Payer, sign in to MCU Online, click the Bill Payer icon and then follow the instructions.
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