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E-branch Online Services and Bill Pay
Frequently Asked Questions
After I sign up for e-branch online services,
how soon will I be able to access my account online?
What password (PIN) do I use when logging on
to e-branch online services?
Who do I contact if I forget my PIN?
How do I change my PIN?
What is e-branch online services?
What types of accounts can I view with e-branch
online services?
What can I do online?
How much does e-branch online
services cost?
ENROLLMENT
How do I enroll for e-branch
online services?
SECURITY
What type of security is used on e-branch
online services?
Can anyone from the "outside" access
the Credit Union's database?
What is encryption?
What about my personal account?
HARDWARE, SOFTWARE & INTERNET SERVICE REQUIREMENTS
What type of personal computer do I need to
access e-branch online services?
Are there any requirements for my modem?
And what about my Internet browser?
Does it matter who my Internet Service Provider
is?
What should I do if my browser level is not
supported by e-branch online services?
Can I connect to e-branch online
services from within another network?
Do I need any specific Credit Union account
types to access e-branch online services?
MEMBER SUPPORT
What type of member support does e-branch
online services have and what if I have questions regarding
my Bill Pay Service?
TROUBLESHOOTING
Why can't I login successfully and/or why did
the system lock me out?
ACCOUNT INFORMATION
How can I see if a check has cleared?
How many months of Account History does e-branch
online services have available?
How do I download account information to import
to Quicken, MS Money or other programs?
TRANSFERRING FUNDS
How can I transfer funds between my accounts
with e-branch online services?
Do I receive a confirmation that my transfer
is complete?
Can I withdraw funds with e-branch
online services?
Bill Pay
What is HCFCU's online Bill Pay Service?
What kind of account do I need to use CU Anywhere
online Bill Pay?
Can I "bounce" a bill payment?
When can I use online Bill Pay?
How long does it take to process a payment?
How do I sign up for online Bill Pay?
How can I set up a bill to be paid for the same
amount every month?
Can I change or delete a payment that is already
entered?
Will I receive a confirmation for each bill
paid?
What if I need a photo copy of a check sent
through online Bill Pay?
What if I need to stop payment on a check sent
through online Bill Pay?
What if I have other questions regarding my
online Bill Pay Service?
Who is Metavante?
After I sign up for e-branch online services,
how soon will I be able to access my account online?
E-branch online services is immediately available for your
use.
What password (PIN) do I use when logging
on to e-branch online services?
Use your CALL24 PIN number. If you are not yet signed
up for CALL24 contact a Member Service Specialist at one of our branches
or use the last four digits of your social security number as your PIN number.
Who do I contact if I forget my PIN?
If you forget your PIN, you need to call Hawaii Community Federal Credit
Union (HCFCU).
How do I change my PIN?
Because your CALL24 PIN and your e-branch online services PIN are THE SAME,
you have two options to change your PIN. Our CALL24 phone teller system
allows you to change your PIN via the Transfer option. In e-branch online
services, log in and click on “User Options”. Click on Change
Pin to change your PIN. The changes will be effective immediately.
What is e-branch online services?
E-branch online services is HCFCU's
electronic online account access service through the Internet. Designed
to provide you with the best in modern, secure remote access, e-branch
online services allows you to access your account information and funds,
24 hours a day from your personal computer.
What types of accounts can I view with e-branch online
services?
With e-branch online services, you can view all of your Credit Union accounts
including checking, savings, loans, VISA, share certificates and IRAs.
What can I do online?
Currently, you can: • Review account balances and transaction history
for your share and sub-share accounts and consumer loans. • View and
print copies of cleared checks • Transfer funds between pre-authorized
share and sub-share accounts excluding IRAs and share certificates. • Make
payments from your share and sub-share accounts excluding IRAs and share
certificates to your consumer loan account(s). • Review and print account
statements and VISA statements. • Download your account history to
personal financial management programs like Quicken and Microsoft Money
or to spreadsheet and word processing programs. • Pay your bills via
our online Bill Pay feature. • Schedule automatic transfers. • Obtain
advances from your Line of Credit and VISA accounts.
How much does e-branch online services cost?
E-branch online services account access is free! Our Bill Pay service
is also free.
ENROLLMENT
How do I enroll for e-branch online services ?
To assure your login security you will be required to register with Safe2Login
before you can access your e-branch online account. Call (808)
930-7700 to obtain your Safe2Login registration number.
SECURITY
What type of security is used by e-branch online services?
E-branch online services uses an integrated security system to protect
your account data from exposure to unauthorized persons. Detailed information
on this security system can be viewed in the e-branch online services
Help Index at https://www.hicommfcuhb.com/onlineserv/HB/login_help.html.
Safe2Login
Safe2Login acts as a third-party trust authority,
verifying the user and the banking server through the use of a mutual authentication
protocol. It does this by creating secure communication channels between
the banking server, your computer, and the Safe2Login.com server, and by
providing a dynamically-generated graphical image containing the special
word or phrase chosen by you during Safe2Login registration. This "SafeCode" is
stored securely at Safe2Login.com.
Can anyone from the "outside" access the
Credit Union's database?
At no time does anyone from the outside world have access to this database
via the Internet. Every connection request by a user and consequent connection
response by the system is logged at each stop through the firewall. Additionally,
any suspicious activity is recorded.
What is encryption?
Encryption occurs for all information going to and from both you and our
e-branch online system. Simply stated, encryption is "mumbo jumbo".
Encryption takes meaningful text and numbers and scrambles them into
numerical nonsense before transmitting them across the Internet. This
process uses complex mathematical formulas to create a key that is used
to translate the "mumbo
jumbo" nonsense back into meaningful data. There are billions of potential
keys and a different one is used for each online session with e-branch
online services. The key to be used is established when the online connection
is made between your computer and e-branch online services. Your next
online session will use a completely different key!
What about my personal account?
Your personal account has an additional two-layers of security surrounding
it - your Member # (account #) and your 4 digit Personal Identification
Number(PIN). Both are individual codes specific to your account only.
Additionally, our e-branch online system will deny account access and
lock out the account after three (3) incorrect attempts. To reinstate
your account contact
the credit union.
HARDWARE, SOFTWARE & INTERNET SERVICE REQUIREMENTS
What type of personal computer do I need to access
e-branch online services?
You do not need a special computer configuration to access e-branch online
services. Generally, a faster processor will give you a better/faster
experience. We recommend the user have at least a 486 processor (Pentium
preferred). Both IBM compatible and Macintosh computers will access e-branch
online services.
Are there any requirements for my modem?
For optimal graphics and data transmission, you should have the fastest
modem your connection can support. e-branch online services is designed
to transmit information and load graphics using a 54 KBPS modem.
And what about my Internet browser?
E-branch online services supports Firefox 3.0 and Safari 3.0 or Microsoft Internet Explorer version 4.0 or higher. Your browser
should support at least 128 bit encryption.
Does it matter who my Internet Service Provider is?
Having Internet access is key to e-branch online services. It is important
to note, you must use a browser that is supported by e-branch online
services. A list of supported browsers can be found in the e-branch online
services Help at https://www.hicommfcuhb.com/onlineserv/HB/login_help.html.
What should I do if my browser level is not supported
by e-branch online services?
e-branch online services will not allow connections from browsers that
do not support high level security encryption. If your browser level is
not acceptable to meet our specific security protocol, you can download
a supported browser from the Supported Browsers section of the e-branch
online services Help at https://www.hicommfcuhb.com/onlineserv/HB/login_help.html.
Can I connect to e-branch online services from within
another network?
You may experience difficulty connecting to e-branch online services if
you use a PC that is part of a network, such as a LAN or WAN that is connected
to the Internet. Frequently, security barriers on many networks can prevent
connection with secure, encrypted Web sites. If you experience difficulties
in connecting from a networked PC, ask your network administrator about
possible interference caused by security barriers.
Do I need any specific Credit Union account types to
access e-branch online services?
You are not required to have a specific Credit Union account type to have
access to e-branch online services. However, you do need to have CALL24
phone teller system access which assigns you a PIN. This pin will also
provide your security code access to your accounts on e-branch online services.
To enroll now and request your PIN, please contact a Member Service Specialist
at any of our branches.
MEMBER SUPPORT
What type of member support does e-branch online services
have and what if I have questions regarding my online Bill Pay Service?
E-branch online services has an online help feature that can help answer
many questions you may have when you are using e-branch online services.
You can access the e-branch online services Help from the www.hicommfcu.com home
page by clicking on the HELP button directly to the right of the e-branch
online services LOGIN button. You may also e-mail us at info@hicommfcu.com,
however, because we do not monitor incoming e-mails on a continuous basis
our response will not be immediate. If you need immediate attention,
you may direct questions to us by telephone at (808) 930-7700 on Big
Island and 1-800-514-2328 or
1-877-331-3148 (toll-free) from the Neighbor Islands
and the U.S. Mainland; Monday-Thursday, from 8:30 am to 4:30 pm, and
Friday, from 8:30 am to 6:00 pm.
TROUBLESHOOTING
Why can't I login successfully and/or why did the system
lock me out?
The system locks you out after three unsuccessful login attempts. This
is a security feature to prevent someone from trying to guess at your PIN.
This may be happening for the following reasons:
1. You may have typed in your account number wrong, or 2. You may have
changed your PIN on your CALL24. When you changed your CALL24 PIN, your
PIN for your e-branch online services also changed. This means your
CALL24 and your e-branch online services PIN are the same, or 3. You have
entered an incorrect PIN.
If this happens to you, please contact HCFCU. Only HCFCU can unlock your
account.
ACCOUNT INFORMATION
How can I see if a check has cleared?
To find out if a check you wrote last week has cleared, simply click on "Account
Access" and select the checking account from which you wrote the check.
You can retrieve a quick statement by check number or date range. Look to
see if the check is there.
How can I view a cleared check?
You can view your cleared checks from the account history screen by clicking
on the underlined check numbers. Once you view your checks, you can also
print them. On Us checks (checks cleared at the branch), can not be viewed
online because they do not go through our check processing company. These
checks will not be underlined.
How many months of Account History does e-branch online
services have available?
E-branch online services retains up to three (3) months of account history.
How do I download account information to import to
Quicken, MS Money or other programs?
Follow the instructions provided by your Quicken or Money software. When
you get to the point where the program brings you to the e-branch online
services login screen, enter your member number and pin and login to
e-branch online services. Click on Account Access and then click on “export” at
the top of the screen. Select the account you will be exporting, the date
range for the export and then the export format. Your software should tell
you what export format to choose. Finally, press “download data”.
The account history will export to your software.
Information on Downloading Files to Financial Software can also be found in
the e-branch online services Help at https://www.hicommfcuhb.com/onlineserv/HB/login_help.html.
TRANSFERRING FUNDS
How can I transfer funds between my accounts with e-branch
online services ?
To be able to transfer funds between accounts via e-branch online services
, all affected accounts must 1) be set up for the CALL24 cross account
transfer function and, 2) be set up for the e-branch online services service.
Click on the Account Transfer or Scheduled Transfers button from the main
menu and enter the requested information.
Do I receive a confirmation that my transfer is complete?
Yes, you will receive a confirmation number verifying the transfer you
initiated is complete. This number will appear in your account's transaction
history as well as on your account statement.
Can I withdraw funds with e-branch online services
?
Withdrawing funds from your regular checking or Money Manager checking
account can be done by using the online Bill Pay function.
Bill Pay
What is HCFCU's online Bill Pay Service?
HCFCU's online Bill Pay service is an easy way to make payments
without writing a check. Simply entering a new or selecting a pre-entered
payee from your personal Bill Pay screen, you can enter an amount to
pay and due date of your payment. The funds are automatically deducted
from your checking account to make your payment.
What kind of account do I need to use HCFCU's online
Bill Pay?
You will need to have either a regular checking, a Money Manager checking,
or a Small Business checking account. Funds are withdrawn from your checking
account. Just as when you write a check, be certain you have enough money
in your checking account to cover all scheduled payments. If you do not
have the funds available, your payment will not be processed and you will
be charged a $25 Non-Sufficient Funds fee. The online Bill Pay does not
make a second attempt to make the payment.
Can I "bounce" a bill payment?
If you do not have sufficient funds in your account on the processing date,
your bill will NOT be paid and the status of your bill will say "Not
Processed". You will also be assessed a $25 Non-Sufficient Funds fee
for every unpaid bill. The system will not make another attempt to pay the
bill. You will need to re-enter the "Make a Payment" information
again in order to have the bill payment system attempt to pay the bill again.
However, both Courtesy Pay and overdraft protection are recognized by the
online Bill Pay system and will cover your payment if you have insufficient
funds.
When can I use Bill Pay?
Payments can be entered 24 hours-a-day, 7 days-a-week. You can log on to
Bill Pay any time of the day or night.
How long does it take to process a payment?
Not all payees that you enter will be able to receive electronic payments.
In this event, Bill Pay will issue a check and send
it to the payee. For payments made by check, you must enter the payment
information on Bill Pay system at least six (6)
business days prior to the due date. For payments made by ACH, the information
must be entered on the online Bill Pay at least three (3) business
days prior to the due date.
How do I sign up for online Bill Pay?
Simply click on the "Bill Payment" button that appears on the
left menu bar after logging in to e-branch online services. Read all
Agreement and Disclosure information, and click the "Accept" button. New enrollment will
take three (3) to five (5) business days to process.
How can I set up a bill to be paid for the same amount
every month?
Choose "Add Payee" from the menu. Complete the information requested,
click on the recurring payment button, and click on "Continue".
Select one of the four payment options that appear on the next screen and
click on the "Continue" button. Or you can click on the Help button
that will walk you through the process.
Can I change or delete a payment that is already entered?
You can change or delete any "Pending" payment up to the day
it is scheduled for the funds to be withdrawn from your account. This "Pending" status
is noted in your current payments history.
Will I receive a confirmation for each bill paid?
You will receive a confirmation number for every bill that is processed.
This number will appear in the "Status" area for each bill.
What if I need a photo copy of a check sent through
online Bill Pay?
This may be obtained by calling HCFCU 1-808-930-7700.
There will be a $2.50 charge.
What if I need to stop payment on a check sent through
online Bill Pay?
This may be obtained by calling HCFCU 1-808-930-7700. There will
be a $25.00 charge.
What if I have other questions regarding my online
Bill Pay Service?
Member support is available through HCFCU by calling 1-808-930-7700.
Who is Metavante?
Metavante is an online Bill Pay service provider that hosts HCFCU's online
Bill Pay function.
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