We understand that navigating through a new banking platform can bring up questions and sometimes challenges. That's why we've compiled this comprehensive list of frequently asked questions to assist you every step of the way. Whether you're looking to understand more about our features, need help with transactions, or are curious about security measures, you'll find an answer here. Our aim is to ensure that your digital banking experience is as smooth and efficient as possible. If you can't find the answer you're looking for, please don't hesitate to reach out to our member service team for personalized assistance.
Security FAQ
As we prepare to launch our new Digital Banking platform, we want to ensure your account security is top priority. One crucial aspect of this security is the Secure Access Code.
What is a Secure Access Code (SAC)?
A Secure Access Code is a unique one-time use code sent via text message or call to the phone number we have on file for your account. This code is your key to accessing our new Digital Banking services.
Why is the Secure Access Code Sent via Text or Phone Call?
We send the Secure Access Code exclusively through a text message or phone call to enhance security. Text messaging and phone calls are more secure than email, which can be vulnerable to interception and phishing attacks. By using a text message or phone call, we ensure that your Secure Access Code reaches you directly and securely.
Will Austin Telco ever ask me for my Secure Access Code?
To protect your account and personal information, it is vital that you do not share your Secure Access Code with anyone. Austin Telco will never contact you asking for your Secure Access Code. If you receive such a request, it is a fraudulent attempt to gain access to your account. Hang up or don't respond to the text and reach out to us directly.
Remember:
- Do not share your Secure Access Code with anyone.
- Austin Telco will never ask for your Secure Access Code.
- Keep your phone number updated with us to ensure you receive your Secure Access Code.
Platform FAQ
When is the platform launching?
The new Digital Banking Platform will launch June 11th. Our online banking and mobile app systems are expected to be down June 7th until June 10th. You will still have access to your account via phone banking to check your balance and perform transfers, ATMs, and the ability to use credit/debit cards. As always, help will be available during business hours via phone or in person at a branch.
Why is ATFCU changing platforms?
We're upgrading to a new digital banking platform to bring you a modern and enhanced experience, designed with your needs in mind. This new platform will introduce features that allow you to manage your money more effectively and access functionalities you've asked for, enabling a smoother and more intuitive banking journey.
What does the change from account to member centric logins mean?
Now, each member will have a unique login, granting direct access to all accounts they are associated with, whether as a primary account holder or joint user. This means you'll have one convenient login to view and manage all your accounts in one place, making your banking experience smoother and more personalized.
What is a username/Login ID? Why is ATFCU switching to one?
A username, also known as a Login ID, is a unique identifier that you create to access your account. Unlike using an Account Number, a username is both personalized and easier to remember. ATFCU is transitioning to using usernames exclusively for enhanced security and a more member-centric approach. This change eliminates the need to log in with an Account Number, ensuring a more secure and streamlined login process.
How can members prepare for the new upgrade?
To ensure a seamless transition to our new digital banking platform, we encourage you to set up or recover your digital banking username ahead of time. Simply visit atfcu.org, click on “Login”, and then select “Retrieve Username” and follow the steps. Additionally, please update your contact information to stay informed about the upgrade and other important notifications by using the secure messaging feature in online banking, calling, or visiting a branch. It’s also a good opportunity to ensure all joint account users are properly added.
Will member's account groupings be maintained in the new system?
In our new system, you'll have the flexibility to highlight your favorite accounts on a streamlined dashboard for easy access, while other accounts will be neatly organized in an account overview page. You can sort and view these accounts in your preferred order, allowing for a customized and organized view of your finances.
Feature FAQ
What new financial tools will be available on the new platform?
- Financial Tools: Experience the ease of mastering your credit scores and making informed financial decisions with our financial tools SavvyMoney and setting goals. SavvyMoney provides the convenience of real-time access to your credit score, paired with financial education content. You'll also be able to enhance your financial well-being with personal financial goals you can set.
- Account Consolidation: Seamless management of your ATFCU financial accounts with our All-in-One platform. This streamlined solution offers a unified view of all your ATFCU accounts, including joint accounts, simplifying how you monitor your finances from a single location. Additionally, it allows for the integration of external accounts, enabling comprehensive monitoring through our Digital Banking platform.
- ClickSWITCH: Managing direct deposit information can be a complex task, especially when transitioning between banks or jobs. ClickSWITCH is an innovative online banking tool designed to simplify this process, ensuring a seamless and efficient management of your direct deposits.
- Instant Pay: Our new peer-to-peer transfer feature lets you send money effortlessly to anyone using their contact details, with options for recipients to receive funds via debit card, Venmo, or PayPal. This integration means less hassle and no need for multiple apps like Zelle, Venmo, Cash App, and PayPal to manage your transfers. Instant Pay is not be available for our True Youth Accounts at this time.
- CardSwap: Maintaining numerous subscriptions and automatic payments can be a hassle, especially when your card details change. With CardSwap, you can easily update your card information in one centralized location. The process is simplified for a wide range of platforms from a list of service providers that is updated regularly.
- Bill Pay: Our Bill Pay Service will be receiving an upgrade with the new Digital Banking platform. Soon you will have access to an easier, faster, and more convenient way to pay bills.
- Money Manager: Money Manager is also getting an upgrade and will be fully integrated into the new platform to manage and consolidate your accounts. You will need to re-enroll to use it once the platform goes live.
- Alerts: Our Alerts system is changing and you will need to re-enroll in it if you have alerts set up. They will not be moved over.
What do I need to do to prepare for the Bill Pay upgrade?
If you utilize our Bill Pay service, you'll want to make sure you print out and save your payment history for your records. Your information should migrate over, but you will want to compare and make adjustments if necessary. In preparation for the Bill Pay upgrade, members will be unable to add payees starting from the week prior to the Digital Banking upgrade.
If you need help locating Payee Information or History, please follow the videos below.
How to View Payee History
How to View Payee Information
How will Alerts be changing in the new Digital Banking system?
- External Transfer
- Computer/Browser Registered
- Password Changed
- Secure Access Code Contact Information Changed
- Login ID Changed
- Forgot Password is Requested
- External Account Has Been Linked
- Invalid Password is Submitted
- Invalid Secure Access Code Submitted
- Login ID Disabled
- Login ID is Locked Out
- Secure Message Received
- New User Created
- Security Alert Preferences Changed
- Transfer Fails During Processing
- User Profile Updated
- Valid Password for Login ID Submitted
- Forgot Password Process Successfully Completed
- Valid Secure Access Code Submitted
- Daily Balance
- Large Withdrawal
- Direct Deposit Made
- Low Balance
- Loan Payment Due
Will Text Banking still work on the new platform?
Text Banking will be discontinued on the new Digital Banking platform. Digital Banking will be accessible through the mobile app or through your phones browser to allow constant connection to your account from your mobile device.
Will External Transfers still work on the new platform?
Yes, external transfers will continue to work on the new Digital Banking platform, now with new and enhanced features, including instant verification through Plaid! This update aims to provide a faster and more secure banking experience.
To fully benefit from these new features, please log in and verify that your external accounts are linked. If you need a list of active external accounts, send us a secure message through our new digital banking platform. Additionally, you will need to re-establish any one-time or recurring payments you previously set up. Below is a helpful guide video on how to link external accounts in the new system.
Why does my external account have a different number when linked through Plaid?
When you connect your account to a financial institution via Plaid, you might notice what appears to be incorrect or random account number information. This discrepancy arises because some financial institutions, like Chase Bank, use a secure API that provides a Virtual Account Number (VAN) or Tokenized Account Number (TAN) instead of your actual account number.
The use of VANs or TANs enhances security by ensuring your personal bank account number isn't shared with any third-party apps or services. However, some apps/services might display the last 4 digits of these virtual numbers instead of the last 4 digits of your actual account number.
Rest assured, the presence of a VAN or TAN should not impact the status of your transfers or any other money movement activities. It’s simply a security measure and should not hinder your ability to send or receive funds.
Why do I always get an error when I click Bill Pay that makes me log in again?
Bill Pay requires pop ups to be allowed on our Digital Banking Platform. If you have pop ups blocked, this could be causing the error to appear and forcing you to log in again.
QuickBooks, Quicken, and Mint
What steps do I need to take if I use QuickBooks, Quicken, or Mint?
There are steps needed to ensure that your Quicken and QuickBooks software will work with the new Digital Banking platform. You will need to take action both before and after the upgrade to ensure that you data transfers smoothly to the upgraded Digital Banking platform.
On or Before Thursday, June 6, 2024
- Some preparation steps will need to be completed before Online Banking becomes unavailable Friday June 7th. You will need to back up your QuickBook and Quicken data file and update the application if necessary. You will also need to complete a final transaction download before this date since transaction history might not be available after the upgrade.
- Once the new Digital Banking platform is live, you will need to complete the deactivation/reactivation of you online banking connection to ensure that you get your current Quicken or QuickBooks accounts set up with the new connection.
Keep in mind that there will be no data aggregation for the first 5 to 7 days within the Digital Banking platform once live.
For more information, visit our QuickBooks, Quicken, & Mint Conversion Help Page.