FAQs

Online Banking Bill Pay ACH eMailbox Quicken Security Manage Users Transfer to Any Member Alerts Pop Ups Change Address/Phone #

Online Banking FAQs

What is Online Banking? 

Online Banking is a convenient and secure way to access your account 24 hours a day, 7 days a week, through the Internet. With Online Banking you can:

1. View your account balances 

2. View your account history 

3. View your eStatements 

4. View images of canceled checks 

5. View your pending transactions (electronic transactions) 

6. View your Debit Card Rewards Points 

7. Transfer funds between accounts in real time 

8. Make payments by transferring funds to TLC loan accounts 

9. Transfer funds between your TLC account and other financial institutions 

10. Set up Account Alerts to get notified when checks clear, when balances change, or when a deposit is received 

11. Open new savings or certificate accounts 


How secure is Online Banking?

Very secure. TLCCU uses state-of-the-art network security to ensure the protection of your account information. Refer to our Security FAQ page on the Help menu for detailed information.


Why can't I log on successfully?

You may be locked out. As a security feature, if you unsuccessfully attempt to log on to Online Banking too many times, access will be denied for your account. This is to prevent someone from trying to guess your password. If you are having difficulty logging on, please call the credit union at (517) 263-9120 during business hours.


What do I do if I forget my password?

You can reset your password by clicking on the "Sign up/ Forgot password?" link on the Online Banking login page. 


WebConnect eliminates the manual process of download the file locally and then processing the import into the register. This is automatically done for you. Simply follow the steps below to import your account history into the Quicken register: 

1. Log on to Online Banking 

2. Select "Quicken" from the download drop down menu located at the bottom of the history page 

1. Launch Quicken 

2. From the menu bar, click on Online 

3. From the Online menu, click on 'One Step Updates' 

4. Uncheck any selected options and click on Update Now 

5. Click 'Done' from the Online Update Summary screen 

Yahoo! toolbar: Click the icon for Pop-Up Blocker and select “Always allow pop-ups.”

AOL toolbar: Click the 'Blocking pop-ups' icon then click 'Turn pop-up controls off.'


What if my account information is not correct or doesn't appear on Online Banking?

Please call (517) 263-9120 during business hours.


Which accounts can I access with Online Banking?

You can access all of your TLCCU accounts.


What do I need in order to begin using Online Banking?

To access your account through Online Banking, you will need the following:

1. Any type of computer that can access the Internet 

2. A Web browser (Minimum Browsers Supported: IE 11, latest versions of Firefox and Chrome) 

3. An active account with TLC Community Credit Union 

4. A valid and accessible email address on file with us 


How much does Online Banking cost?

Online Banking and Bill Pay are available to members at no cost.


Do I need to enroll?

Yes, enrolling in Online Banking is necessary. Simply click the "Sign Up / Forgot Password" link at the Online Banking login screen and follow the prompts that walk you through the process.


Do I need any special software?

No, you just need the software that you would usually use to access the World Wide Web, including a Web browser. There are no special Online Banking disks or software required or available.


Can I use Online Banking from any location?

Yes, as long as you have access to the World Wide Web, you may use Online Banking from any location in the world, 24 hours a day, 7 days a week.


If I make a transfer between my TLCCU accounts, how soon are my funds transferred?

Online Banking operates in real time, so transactions are reflected on your account immediately.


If I provide my email address through Online Banking, what will you be using my email for?

We’d like to have your current email address on record as away of notifying you regarding important account information.


Can the joint owner on my account use Online Banking?

Yes, joint owners can access the account in the same way that you do. Log into Online Banking, click on User Settings (gear), click on Settings, click on Manage Users, click on Add Access, choose Create Access fora Joint Owner, choose the joint owner and setup the user id and password.


Are there any limits on how many times a day I can log on to Online Banking?

There are no limits on how often you can use Online Banking.Visit Online Banking as often as you like.



Bill Pay FAQs 

What is Bill Pay?

Bill Pay allows you to pay bills from your TLCCU accounts.Payments can be scheduled 24 hours a day, 7 days a week, from anywhere in the world.


What does Bill Pay cost?

Bill Pay is available to TLC Checking Account members at no cost .


How do I access Bill Pay?

Log on to Online Banking from TLCCU’s home page at https://www.tlccu.org. Once you’ve logged on, click on the Bill Pay menu.


What do I need to use Bill Pay?

You can make Bill Pay payments using a TLCCU Account. You will also need internet access and a browser that meets our minimum requirements. Acceptable browsers include a version of Internet Explorer 8, Firefox 8, Chrome 15 or higher.


How do I enroll?

Log in to Online Banking and click on the Bill Pay menu. On your first visit you will be asked to enroll. An enrollment screen will be displayed with a link to the Bill Pay Terms and Conditions. Once you agree to the Terms and Conditions, you can begin adding payees and making payments immediately.


I've enrolled in Bill Pay. What do I do now?

The first thing you must do is add payees before you can schedule payments. To add payees, click on the Bill Pay Menu. The Add Payees pane will be displayed in the lower right side of your screen. Click the Add Payee button to add a New Payee. When setting up your payees, use information from your most recent bill to avoid processing delays. Delays are often caused by an old or incorrect account number or an incorrect mailing address. Once you've added the payees, click on the +Add a Payment button in the Pending Payments section of the screen to schedule payments.


How do I schedule payments?

Once you have set up payees, click on Make A Payment. This will display the Payment screen. Select the source for the payment from the drop down list, then select the Payee you wish to pay in the Select a Payee drop down box. Next, enter the amount of the payment and the date you wish to payment to be made. You can select the frequency of the payment, either One Time or a recurring frequency. There are a number of frequency options. Once you select the frequency, if it is more than One Time,you will be required to enter the number of payments you wish to make.Optionally, you can add a memo line for this payment. This message will be added to the Memo Line.


How do I edit a payee?

To edit a Payee, locate the Payee you wish to update in the Manage Payees pane. Click on the gear icon next to the Payee name. This will allow you to Edit or Delete the Payee. If you select Edit, the Payee Screen will be displayed and will allow you to make the necessary edits.


When is my account debited?

Your account is debited at approximately 6:00 p.m. on the scheduled withdrawal date, Sunday through Friday. Payments are processed and sent to the payee the following morning, meaning that payments are sent Monday through Saturday. Payments are not sent on Sundays or the day before a scheduled holiday.


How is my bill payment processed?

After your account has been debited, the method of payment is determined based on preset logic (payee name, account number, and address). The payment files are then processed via our third-party processing company the next morning. Your payment will be processed via paper check or electronically.


How long does it take for Bill Pay payments to be processed?

TLCCU recommends that you schedule your payments a minimum of 7 business days before the due date for check payments and 3 days for electronic payments. Depending on the payee, payments may be sent electronically or via U.S. Mail, but even electronic payments need at least 3 business days to be processed. Payments requiring a coupon or payment stub may take longer to process by the payee.


How can I see which payments are pending and which have been paid?

Pending Payments are displayed in the Pending Payments screen. This is the default screen that is displayed when you click on the Bill Pay Menu. 


Can I stop a payment I have scheduled?

You can cancel any payment prior to the funds being withdrawn from your account by clicking on the gear beside the payment and selecting Cancel Payment. Once the funds have been withdrawn from your account, payments that are processed electronically cannot be stopped. Payments that are processed by check may be stopped as long as the check has not cleared,although we do not guarantee that we can stop the payment. To check the status of a check payment, locate the payment in the Payment History pane. The Date Cleared column will display the date the payment cleared. To place a stop payment on a Bill Pay check that has not cleared, please submit your request via email by clicking on the payee name. A system-generated email will be displayed with drop-down menu selections, including a request to stop and refund payment. Or, you may contact us at (517) 263-9120. There is a $25.00 stop payment request fee.


How do I know whether a payment is processed electronically or by check?

Locate the payment in the History pane. The method column will indicate if the method is CHECK or ELECTRONIC.


Can I add a memo on payments processed by check?

Yes, you can add a memo on Bill Pay check payments only. When creating the payment or by editing an existing pending payment, you can add a message in the Memo field. This message will be printed on the Memo line of the check. This only applies to those payments that are done by check.


Can I view an image of a cleared Bill Pay check payment online?

Yes, once a check payment has cleared, an image of the check will be available within your Bill Pay history. You can view and print a copy of the cleared check by locating the payment in your Payment History, and clicking on the check number.


Can I use personal finance software such as Quicken to schedule bill payments?

No, currently, all Online Banking functions, including Bill Pay, can only be accessed via TLCCU’s web site.


What should I do if I have a problem or questions?

First, review the Frequently Asked Questions. If you still need help, email us at requests@tlccu.org ,or call us at (517) 263-9120. For urgent issues, please contact us by phone rather than email.



ACH Verification Process FAQs

Why do we have an ACH Verification process?

As security enhancements continue to be an ongoing focus and priority for TLCCU, we require verification procedures for new Online Banking ACH financial institution transfer account setups.


What does the ACH Verification process consist of?

When a new financial institution is set up, our system will generate a debit and credit for a random amount less than $1.00 at your other Financial Institution, then you must verify this transaction amount in Online Banking before scheduling any transfers.


What do I do after I set up a new financial institution?

You will need to check your account at the other Financial Institution in 3 business days, then log on to Online Banking and correctly validate the verification transaction amount under the Transfers/ Other Financial Institutions/ Manage Accounts tab. Click on the Validate link and enter the transaction amount in order to activate the new account for transfers.


How long do I have to provide the verification amount?

The new setup will be removed from Online Banking after 45 days of when the setup was established if you do not provide the validation amount.


How many chances do I have to provide the correct verification amount?

You will have 3 attempts to correctly enter the verification transaction amount. If this is exceeded, the financial institution will be locked from use and the set up will need to be added again.


How soon can I schedule a transfer once the verification amount has been successfully verified?

Once the verification amount has been verified, the account will be active and you can begin scheduling transfers immediately. Please allow 3 business days from the date of your request for the transaction to be posted.


I set up a new payee today, how can I schedule a transfer immediately?

All new payees are subject to the verification process and will not be available for immediate use until the verification process has been completed. 


Will the ACH Verification process affect any of the accounts in my transfer list that I have already set up?

No, this process will not be required for existing accounts in my transfer list. They will be listed on the Manage Accounts tab as 'Enabled Accounts' and no action is needed.


Can I opt out of the ACH Verification process?

No, for security purposes this will be required for all new account setups.


Will the verification process be enforced each time I add anew account at the same institution i had previously setup?

Yes, all new setups will be enforced through the validation process.



eMailbox FAQs

How do I access eMailbox?

Once you have logged on to Online Banking, you will see the "eMailbox" menu option.


How do I send email inquiries?

You can click on the “eMailbox” menu option, and click the“Compose New Email” button at the top of the Inbox, select a Category, add a subject line and compose a message.


How do I receive email responses?

All responses to inquiries sent via Online Banking will be sent to the eMailbox Inbox.


Can I have replies sent to my Internet email address?

No, for security reasons, replies will only be sent to the eMailbox Inbox.


How will I know if I have received a response in my eMailbox?

We will send an email notification to the Internet email address on file to alert you that there is a new message waiting for you in your eMailbox.


How do I reply to emails that I have received in my eMailbox Inbox?

To send a reply to an email in your Inbox, simply click on the subject line of the email then click Reply. A text box will appear where you can compose your message.


Can I save or delete my emails?

Yes, in the Inbox, there will be a check box to Archive or Delete the email. Archived emails will be saved in the Archived Folder which can be accessed via the Archive sub-menu. We will only retain the last 25 items during the past 6 months.


Can I opt out of eMailbox?

No, the ability to opt out of the eMailbox is not available. The eMailbox is a permanent feature in Online Banking.


Can I use the eMailbox to send or receive personal emails?

No, the eMailbox can only be used to communicate with TLCCU.


Who do I contact if I have further questions regarding the eMailbox?

You can contact us at (517) 263-9120 during normal business hours. For hours and locations, click here . Or you can email us at requests@tlccu.org.


Can I use the eMailbox to send emails to other TLCCU Members?

No, the eMailbox cannot be used to send emails to other members.



Quicken FAQs

Does Online Banking support downloading account history into Quicken?

Yes, Online Banking supports the current version of Quicken plus two previous versions for downloading your account history.


Does TLCCU support downloading into earlier versions of Quicken?

We support the current version of Quicken plus two prior versions.


Does Online Banking support WebConnect or Direct Connect for Quicken version?

Online Banking supports the WebConnect method for downloading your account history into your Quicken software.


What is WebConnect?

WebConnect is a one-way communication from Online Banking to Quicken for the purpose of downloading your checking and savings history. This method of downloading your history replaces the QIF download process.


How do I sign up for WebConnect?

We do not require an enrollment. Simply access your account from Online Banking, retrieve the desired history and click on the "Quicken" button from the download section at the bottom of the page.


Can I download my history into QuickBooks?

At this time Online Banking does not support WebConnect for QuickBooks.


Does Online Banking support transfers, sending emails or sending Bill Payments via Quicken?

At this time Online Banking only supports the download of statement data via WebConnect. DirectConnect, the two way communication that allows the above transactions is not supported.


How does WebConnect work?

WebConnect allows the user to setup an online register for accounts held at a participating institutions. A download button within Quicken launches a browser window for easy access to Online Banking, you log on,download the history and Quicken either imports the data into your new register or prompts you to accept the transactions into your existing register. The register keeps track of the downloaded transactions to avoid duplicate entries.


1. Log on to Online Banking

2. Select "Quicken

3. Select the account history and time frame to download

4. Click ‘Submit’

5. If prompted to either Open or Save the file, Click on Open

6. Your Quicken software will be launched and your data will be imported into your register. If this is the first download for the account,Quicken will prompt you to select an existing register or create a new one.


Downloaded transactions are automatically matched with transactions that have been manually entered into the register to avoid duplicate entries.


How do I request my first Web connect download?

Simply follow the steps below to download your account history into Quicken:


1. Log on to Online Banking

2. Select "Quicken" from the download section located at the bottom of the history page

3. Select the account history and time frame to download

4. Click on “Submit” button

5. If prompted to either Open or Save the file, click on Open

6. Your Quicken software will be launched and your data will be imported into your register. If this is the first download for the account,Quicken will prompt you to select an existing register or create a new one.

Downloaded transactions are automatically matched with transactions that have been manually entered into the register to avoid duplicate entries.


I don’t see TLCCU listed as a Financial Institution?

To update the list of Quicken Financial Institutions, please follow these steps:


Where can I find additional information about Quicken? 

You can visit Intuit’s web site at Quicken's website.



Security Questions

Why do I have to answer a security question when logging onto Online Banking?

As security enhancements continue to be an ongoing focus and priority for TLCCU, we utilize a Second Authentication process for online account access. In addition to providing the User ID and password, users will occasionally be prompted to provide the answer to a challenge question before they can proceed to Online Banking.


Will the security question be displayed every time I log onto Online Banking?

No, the security question may be presented to Online Banking users often, from time to time or at random.


How many chances do i get to answer the security question?

You have two (2) chances to provide correct answers, or one chance to click the Don’t Remember button. If you fail to answer the questions after two attempts, or click Don’t Remember twice, your account will be restricted from online access.


What do I do if I don't remember my answers or provide the incorrect answers to the security questions and I get locked out of Online Banking?

You can contact us at (517) 263-9120 during normal business hours.


Can I opt out of this process?

No, for your account security, this is a requirement to access Online Banking.


How do I change my security answers?

You can change your security answers via Online Banking. Once you log on, click the gear wheel (User Settings) located at the top left area next the logout button. Next go to Security, and then click Security Question and Answers. On the Security Question and Answer page, you can update your security questions and answers. 


Will I need to reschedule my pending bill payments or transfers on Online Banking if I re-enroll using the "New User", or "Forgot Your Password?" link on the log on screen?

No, your pending Online Banking bill payments or transfers will not be affected by re-enrolling in Online Banking. Your Online Banking preferences will remain the same.


Who do I contact if I have further questions regarding the security questions?

You can contact us at (517) 263-9120 during normal business hours. For hours and locations, click here. Or you can email us using the secure email provided on this page under Contact Us.


What do I do if I don't recall setting up security answers?

Please check with all authorized users to verify if security answers have been set up.



Manage Users

How do I add another member with access to my online banking account?

The first thing that you'll do is log on to online banking. You'll click on the blue gear in the upper right hand corner of the screen between the calculator and the log out button. This opens user settings. Click on the plus sign for "settings". Manage Users is one of the options in this area. Click on that link, click on add access and enter the member's last name and account number (no dashes/spaces). Read and agree to the terms and conditions, and click on Add Access. The next time that member logs into their online account your account will be visible in the account drop-down menu at the top of their screen.


What can a member that I give access to, do with my account?

Once you give access to any TLC member YOU are completely responsible for what that member does with your account. While they can't do everything, (for instance, they can't lock you out of your own account) they can transfer money to and from your account. You will want to make sure that you only give access to those you trust.


How do I cancel access to a member whom I've given permission to?

Go back to the blue gear in the upper right hand corner of the screen and click on it to expand user settings. Go to settings and click on Manage Users. This will pull up a list of people you've given access to. Click on Remove. Verify this transaction and click on Proceed. Please note, you are responsible for removing their access. Even in the case of a joint member signing off of your account, you will need to remove access.


How can I tell who does certain transactions?

If you ever need to know who performed an online transaction,you will need to call the credit union. Because the transaction is done using the other member's unique log in credentials, any transaction done under their online banking session will be tied to their account.


Will the other member be able to see all my accounts?

Yes. They will have access to all accounts (checking,savings, loans) listed under that account number.



Transfer to Any Member

How do I request a one-time transfer to any Member on Online Banking?

To transfer to another Member, select Transfers from menu,and then select My Accounts. On the Transfers page, select the Share to transfer from. In the Transfer To drop down, select 'Any Other Member'. Enter the other Member’s information then click submit. You will need to provide the other Member's account number, last name and share or loan ID to transfer to. The ID is a two digit numerical identification of the specific share or loan within the account.


What do I do if I do not have the account number of the member I want to transfer to?

If you do not have the other Member’s information, please contact us at (517) 263-9120 during normal business hours for additional transfer options.


What do I do if I do not know the last name of the member I want to transfer to?

If you do not have the other Member’s information, please contact us at (517) 263-9120 during normal business hours for additional transfer options.


How soon are transfers to other members posted on the account? 

One time transfers to other members are posted immediately.Recurring transfers will occur on the date requested.


Can I request a recurring transfer to any member?

Yes, you can set up a recurring transfer to any other Member. Click on Transfers and then on Recurring Transfer.


Can I request a future, one time transfer to any member?

No, future one-time transfers are not available for other members.


Who do I contact if I have further questions about transferring to other members on Online Banking?

You can contact us at (517) 263-9120 during normal business hours. For hours and locations, click here. Or you can email us using the secure email provided on this page under Contact Us.


Can I transfer to a Credit Card on another Member's account?

No, at this time only transfers to other Member’s shares or loans are allowed.


Can I transfer to a loan on another Member's account?

Yes, you can transfer to any loan on the other Member’s account with the exception of Mortgage loans and Credit Cards.



Alerts 

Is there a fee for Alerts?

Alerts via Online Banking are free.


What is the purpose of Alerts?

Alerts are designed to monitor your account and alert you whenever a transaction or action takes place.


What do I need to do to begin using alerts?

Simply enroll, add at least one valid email address and enable desired alerts.


How do I enroll in Alerts?

Simply click on the Alerts Online Banking menu option, setup your email address and you will be ready to use alerts.


How do I setup a new alert?

To setup a new alert, click on the Alerts menu option, and then click the Add Alert button. You can select the type of alert from the drop-down list. You can setup as many alerts as you like.


Do I need an email address to use alerts?

Yes, you will need to setup at least one valid email address to use alerts. You can setup up to five email addresses and you can choose to send alerts to any or all of the email addresses. Alerts will be cancelled by TLCCU if your email address is invalid. If you are using a spam filter or blocker, please enable it to receive emails from @tlccu.org.


Can I send alerts to more than one email address?

Yes, you can send an alert to up to five email addresses. You can send alerts to any device which has a valid email address, such as a cellphone or other mobile device.


How do I edit or delete a pending alert?

To edit or delete pending alerts, click Alerts, and then click My Alerts. Click on the gear to the left of an alert, there are “Edit Alerts” and “Cancel Alerts” links.


Can I send alerts to my cell phone?

Yes, you can send alerts to any mobile device or cell phone that has a valid email address. You may need to contact your mobile or cellphone provider for additional information.


How can I review my pending Alerts?

To review pending alerts, click Alerts, and then click My Alerts.


How can I review my Sent Alerts?

To review sent alerts, click Alerts, and then click the Sent Alert tab. The sent alerts are displayed along with the date and time it was sent. 


Who do I contact if I have further questions about Alerts?

You can contact us at (517) 263-9120 during normal business hours. For hours and locations, click here. Or you can email us using the secure email provided. Go to the About drop down,choose Contact Us, complete the form and Submit. You will receive a response in your eMailbox within 2 business days. A copy of this form will also be saved in your eMailbox.



Online Banking and Pop-Ups

Do I need to have pop-ups enabled in order to use Online Banking?

No, however some features such as eStatements require pop-ups to be enabled.


What do I do if I have pop ups enabled on my browser but I cannot view pop-ups?

In order to successfully view pop-ups, you will also need to enable pop-ups on any installed browser toolbar.


How do I enable pop-ups on my browser toolbar?

Google toolbar: Click the 'XX Blocked' button on the Google toolbar to enable pop-ups. 



Change Address or Phone Numbers

Can I change or edit my home address on Online Banking?

Yes, click the User Settings link (gear wheel next to the logout button) located on the upper right side above the menu. Next click Change Address to change or edit your home address. Enter your changes in the Primary Address section then click Submit. All TLCCU correspondence will be mailed to the home address.


Can I change or edit my phone numbers on Online Banking?

Yes, click the User Settings link (gear wheel next to the logout button) located on the upper right side above the menu. Next,click Change Phone Number to change or edit your home, mobile or work phone numbers. Enter your changes in the Domestic section then click Submit. At least one valid phone number is required.


What do I do if I want TLCCU mail to go to a different address than my home address?

If you would like all TLCCU mail to go to a different address than your home address, you can add an alternate mailing address. Click the User Settings link (gear wheel next to the logout button) located on the upper right side above the menu. Next, click Change Address and then select the option, “Alternate Address.” Enter your changes and then click Submit. All TLCCU correspondence will be mailed to the alternate mailing address.


Can I change or edit my alternate mailing address on Online Banking?

Yes, click the User Settings link (gear wheel next to the logout button) located on the upper right side above the menu. Next click Change Address to change or edit your alternate address. Enter your changes in the Alternate Address section then click Submit. All TLCCU correspondence will be mailed to the alternate mailing address.


Can I add a new alternate mailing address on Online Banking?

Yes, click the User Settings link (gear wheel next to the logout button) located on the upper right side above the menu. Next, click Change Address and then select the option, “Alternate Address.” Enter your changes and then click Submit. All TLCCU correspondence will be mailed to the alternate mailing address.


Can I change or edit the home address for my account joint owners?

No, the address change feature in Online Banking is available only for the primary account owner. To change or edit home address information for any joint owners on your accounts or loans, please contact (517) 263-9120.


Can I change or edit the home address for my loan joint owners?

No, the address change feature in Online Banking is available only for the primary account owner. To change or edit home address information for any joint owners on your accounts or loans, please contact (517) 263-9120.


How soon will my address change take effect?

The Online Banking address changes will become effective immediately for your accounts and loans.


Can I change or edit a foreign address on Online Banking?

No, the option to change or edit an existing foreign address is not available on Online Banking. Please contact (517) 263-9120 to change or edit a foreign address.


Who do I contact if I have further questions about changing my home address on Online Banking?

You can contact us at (517) 263-9120 during normal business hours. TLC Locations