Frequently Asked Questions

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 Digital Banking services.

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.

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. 

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.

Go to the Login screen on our website/mobile app and choose "Retrieve Username" or "Reset Password." Follow the prompts to recover or create credentials.

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.

• 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. This service is still in development and is not live to our members yet.

External transfers allow you to move funds between your accounts at different financial institutions. For example, you can transfer money from your account at Austin Telco to an account you hold at another bank. To use this service, your name must be on both accounts. Digital Banking offers linking accounts through Plaid for instant verification.

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.

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.

Adding a joint owner to your account does require an account change card to be signed by all parties currently on the account and the person being added. We’ll need to collect valid identification for the new joint owner and personal information to include current address, SSN, phone number and email address.

This request can be completed at any local branch. If you are unable to visit a branch location for this, please contact us at 512-302-5555.

To open an estate account, the executor must first meet our membership eligibility requirements. This includes living, working, worshiping, attending school, or volunteering in Travis, Williamson, Hays, Bastrop, Caldwell, or Burnet County, or being an immediate family member of someone who does. 

You'll need to provide the following documentation and information:

• Letters Testamentary or Letters of Administration

• The Estate’s EIN (Employer Identification Number)

• The executor’s personal contact information (email and phone number)

• The executor’s Social Security Number or Taxpayer Identification Number

• A valid government-issued photo ID

• A $5 minimum deposit to open a required savings account (this establishes your membership)
  

To open a Trust account at Austin Telco FCU, the trustees must first meet our membership eligibility requirements. This means the trustees must live, work, worship, attend school, or volunteer in Travis, Williamson, Hays, Bastrop, Caldwell, or Burnet County, or be an immediate family member of someone who does. 

You’ll need to provide the following:

• A copy of the Trust Agreement for review

• The EIN (Employer Identification Number) for the trust, if applicable

Each trustee must also:

• Sign the account-opening documents

• Provide their personal contact information (email and phone number)

• Provide their Social Security Number or Taxpayer Identification Number

• Submit a valid government-issued photo ID

• Make a single $5 minimum deposit to open a required savings account (this establishes membership)

Withdrawals from share certificates cannot be made through the mobile app or digital banking. To request a withdrawal, please send us a secure message through digital banking. One of our employees will review your request and complete the transaction for you. Optionally, you can come into one of our locations

Accounts can be closed in person or through secure email with the completion of an account closure form by the primary account holder. All loans must be paid and the account must be in good standing. Card access and digital banking access will be terminated at account closure. Members are responsible to ensure that all transactions have cleared the account and deposits are cancelled. Any member initiated or approved transactions not yet processed at the time of closure may still be negotiated and any negative balance will be the members responsibility.

Safe Deposit Boxes can be closed at the location of the box to ensure a final review of the box and removal of any contents can be completed. The two keys issued at the time of rental are also due back at the time of closure. A $10 key replacement fee will be applied if only one key is returned. If both keys are lost, a drill box fee will be applied.

Most branch locations can provide coin deposit services for Austin Telco members based on machine availability. Coin should not be rolled and member accepts deposit amount as calculated by the change machine.

The fee you will be charged for using a non-ATFCU ATM is based on the owners of the ATM. ATFCU does not add additional charges for this transaction.