Online Banking Help & FAQ

Here are some of the most frequently asked online banking questions. If you can't find what you're looking for, please visit our FAQ or call us at 800.429.7626

User Names and Passwords


What is the Username format? Your Username is a unique ID that must be: 

  • Different than anyone else's username
  • A different user name for each account Can be 6-20 characters
  • Can contain letters, numbers, or a combination of both
  • May not contain special characters Example: joemember2
  • For multiple or joint accounts, examples of possible username formats are:  joemember (for account #1) joemember2 (for account #2) joemember3 (for account #3)

What is a Strong Password?

For the highest level of security on online banking, use a password that is hard for someone to guess and difficult for hackers to crack. Strong passwords are the safest because they contain special characters (such as # or @) and a combination of letters and numbers. Hackers search for common patterns of words. Therefore a strong password makes a break-in less likely.

What is the Password format?

The Credit Union has adopted a "strong password" format to help protect our members security in the best manner possible. Your strong password must contain:

  • 6-32 characters
  • at least 1 upper case letter
  • at least 1 lower case letter
  • at least 1 number
  • at least 1 special character (symbol): @ - ' . : = ? ! (  ) $ #
  • Example: My1money!

Some hints for creating and remembering passwords

Translate a word into numbers using your telephone keypad:

  • My Money = My$66639
  • Use a goal as your password: Lose20#
  • Describe a favorite item: Dodge440!
  • Use a favorite vacation destination: Hawaii-50
  • Change out some letters for numbers for symbols: Bluesky = B1ue$ky


Compatibility

What Browsers are compatible with this system?
Please view the Online Banking Browser Compatibility page.

What versions of Quicken are supported?
Please view the Quicken page.


Pending Transactions

What is a pending transaction?

A credit card or debit card transaction may show as pending when you use your signature instead of a Personal Identification Number (PIN) at a merchant, place an order for merchandise or services over the phone or online, or choose "credit" when you swipe your card at an automated service like a gas pump. The merchant gets an authorization to establish that your checking account is open and that funds are available before you complete the purchase. Once the purchase is completed, the actual purchase amount will be deducted from your account, usually within three business days. If the authorization is not matched with an actual purchase within three business days, it will be removed from your account.

Why is my authorization amount different from my actual purchase amount?

An authorization may vary from the final purchase amount in situations where there is an estimated authorization amount or a tip is involved. This is most often the case with hotels, restaurants and gas stations. What if I see an error on my authorization transaction history? If you see a purchase that you did not authorize, you will want to contact us immediately to cancel your card. If the merchant is correct but the amount is different than you expected you will need to wait until the transaction posts to your account to verify if there is an error or if the authorization amount is just different than the purchase amount. If the transaction posts for the incorrect amount then you can contact us to dispute the charge.


Account Nicknames


What is an Account Nickname?

An Account Nickname is a way for you to label your accounts so you can easily identify them within online banking. Examples include "Vacation Savings" and "Tommy College Fund." Nicknames can include up to 30 letters and numbers including spaces, but cannot include special characters such as exclamation points, apostrophes, ampersands, etc.

Will the Account Nickname show on my Statements?

The nickname is only shown within online banking and will not appear on your statements. Also, when you visit a branch or call the Contact Center, you will need to use your account number instead of your account nickname.


Enhanced Multi-Factor Authentication (eMFA)


What is Enhanced Multi-Factor Authentication ‘eMFA’?

Enhanced Multi-factor Authentication is an online banking security process that means two or more different types of factors of authentication must be passed before allowing access to online banking. Using two different factors of authentication provides higher assurance that you are the correct intended user.

This increased protection uses the online username and password as well as a One-Time-Passcode (OTP). This multi-step process works to ensure online account access has been verified by both password and through a separate device (code sent to cell phone, email or voice call). Without effective authentication controls, it is possible for fraudulent users to access your account.

For convenience, after you successfully authenticate with your password and One-Time Passcode, you may enroll your computer for use in authentication.  If you choose to enroll your computer, a special browser cookie will be present on your system that indicates you have enrolled, and thereafter you only need your online banking username and password to access your account.

Note: If you delete your cookies or have your PC set up to regularly delete your cookies, the system will not recognize your PC and will require you to re-authenticate and register your PC each time you log in. 

What information is required when I log in?

You will be prompted for your password. In addition you will be required to provide information that enables us to send you a One-Time Passcode. We recommend that you enroll your personal mobile phone as your authentication device. Enrolling a phone number that is shared with others is not recommended.

Why did Elevations make this change?

Your online banking security is very important to us. Due to the prevalence of phishing, keystroke logging, and other attacks that can steal passwords and answers to challenge questions, we replaced challenge questions with a phone or email delivered One-time Password. By requiring two different types of challenges, it is more difficult for an attacker to authenticate fraudulently. After implementing eMFA, an attacker would need to know a member’s password and have the member’s phone (or access to their email) in order to authenticate.