Frequently Asked Questions

 

1. Enhanced Login Security

How do I enroll a computer/browser in Enhanced Login Security?
How do I un-enroll a computer from Enhanced Login Security?
How many computers can I enroll in Enhanced Login Security?
Should I enroll a public computer at work/the library/etc so I do not have to answer the challenge question each time?What is Enhanced Login Security?
What is the difference between enrolling my account and enrolling my computer?
Why am I being asked for my e-mail address?
Why is Enhanced Login Security required?

2. Error Messages and Issues

I cannot access PCU@Home Online Banking and have the Microsoft® Internet Explorer Content Advisor enabled.
I cannot access PCU@Home Online Banking and I have a third-party browser extension installed (i.e. HotBar).
I receive the error message "#1518: You must first login to access Internet Banking" when I try to log in.
The Bill Payer ADD PAYEE MANUALLY screen freezes when I try to manually add a payee.
When I enter my member number and PIN to log in , a dialog box appears and prompts me to re-enter my PIN.

3. History and Transactions

Can I edit/cancel a scheduled transfer?
Can I make a transfer into my Member's Choice Certificate?
Can I pay off my loan using PCU@Home Online Banking?
How do I transfer between different account (base) numbers?
How much account history is available?
If I make a transfer or withdrawal, how soon is the transaction processed?
What is the maximum check withdrawal amount?
What is the maximum transfer amount?

4. Payments

How do I reschedule a recurring bill payment that has reached the final payment date?
How many days in advance of the bill due date should Bill Payer payments be scheduled?
Is the account number field required on a Bill Payer payee?
What happens if funds are not available in my checking account on the bill payment process date?
What is the maximum bill payment amount?
When are funds withdrawn from my account for scheduled bill payments?
When can I cancel a scheduled bill payment?

5. PCU@Home Bill Payer

How do I sign up for PCU@Home Bill Payer?
Is there a fee for Bill Payer?
May I pay bills from more than one checking account?
What type of account do I need to use Bill Payer?

6. PCU@Home Bill Payer Checks

Is the Pioneer Credit Union logo on Bill Payer checks?
Can I obtain a copy of a bill payment check?
Can I place a stop payment on a bill payment transaction?

7. PCU@Home Payees

How do I change the mailing address for a Bill Payer payee?

8. PCU@Home Online Banking General Information

How do I sign up for PCU@Home Online Banking?
What do I need to use PCU@Home Online Banking?
What types of accounts do I need to use PCU@Home Online Banking?

9. PCU@Home Technical/Troubleshooting

During what hours is PCU@Home Online Banking available?
What are the PIN requirments?
What browsers and versions are supported by PCU@Home Online Banking?

10. Quicken and Money

How do I download my transaction history into Quicken or Money?
Where can I get additional assistance for Quicken or Microsoft Money?

11. Technical Assistance

What information do I need to contact Pioneer Credit Union with a technical problem or question?
Who should I contact for technical assistance?

12. User Options

Is there a time limit for an online banking session?

 

 

What do I need to use PCU@Home Online Banking?
To use PCU@Home Online Banking, you need a vaild email address, internet browser that supports 128-bit encryption, cookies, JavaScript, and Secure Socket Layers Encryption (SSL).

What types of accounts do I need to use PCU@Home Online Banking?
To use PCU@Home Online Banking, you need an active deposit account with Pioneer Credit Union.

How do I sign up for PCU@Home Online Banking?
There are three ways to sign up for PCU@Home Online Banking: online, by phone, or at your nearest Pioneer Credit Union branch. To sign up online, click here. To sign up by phone, please contact us during regular business hours at (920) 494-2828 or (800) 728-4294.

How much account history is available?
Six months of account history can be viewed using the Account History screen. Please note, only 100 transactions can be displayed at one time.

If I make a transfer or withdrawal, how soon is the transaction processed?
PCU@Home Online Banking is real time, which means as soon as you make a transaction, the results can be seen immediately by viewing the Account Balances screen. Please note: Transfers to make payments to Home Equity accounts and credit cards will not update the balance of the account immediately. The balance should be updated within 48 hours.

What is the maximum transfer amount?
The maximum transfer amount is $10,000.00 per transaction.

What is the maximum check withdrawal amount?
The maximum check withdrawal amount is $5,000.00 per day.

Can I edit/cancel a scheduled transfer?
A scheduled transfer can be cancelled no later than 8:00 pm on the day prior to the processing date scheduled for the transaction.

How do I transfer between different account (base) numbers?
PCU@Home Online Banking allows transfers FROM the account number used to log in TO other base numbers. Funds cannot be transferred FROM other base numbers to the account number used to log in to PCU@Home.

Can I pay off my loan using PCU@Home Online Banking?
Yes, unless the loan has unpaid late fees. If you are unable to pay off your loan using PCU@Home Online Banking, please contact us at (920) 494-2828 or (800) 728-4294 during normal business hours.

Can I make a transfer into my Member's Choice Certificate?
No, at this time, transfers into Member's Choice certificates are not supported. We apologize for any inconvenience.

Is there a time limit for an online banking session?
PCU@Home will automatically log off after fifteen minutes of inactivity. However, you can customize this time limit under "User Options."

How do I download my transaction history into Quicken or Money?
CU@Home Online Banking offers the Web Connect feature to download transaction history into Quicken or Money.

To use Web Connect to download transaction history:

1. Log on to PCU@Home Online Banking using your account number and PIN
2. View the Account History page of the desired account
3. At the bottom of the Account History page, choose the appropriate Export Options
4. Enter date range
5. Choose the download format for your product:
   • Quicken 2004 or earlier - Quicken 99 and later (QIF)
   • Quicken 2005 or later - Quicken Financial Exchange (QFX)
   • Microsoft Money - MS Money (OFX)
6. Click Download Data

The Direct Connect feature is currently not available.

Where can I get additional assistance for Quicken or Microsoft Money?

Quicken: Online Support (free):
http://quicken.intuit.com/support.jhtml?lid=site_banner
Fax Support (free): (800) 644-3198
Automated Phone Support (free): (800) 644-3193
Live Phone Support ($1.95/minute): see http://quicken.intuit.com/contact.jhtml for phone numbers

Microsoft Money: Online Support (free): http://www.microsoft.com/money/support.mspx
Live Phone Support between 5 am and 9 pm PST (free): (425) 454-2030
Live Phone Support After Hours ($35.00/incident): (800) 936-5700

What is Enhanced Login Security?
This is a new feature we are offering to help improve the security of your Online Banking account. It will help prevent unauthorized access to your account. During the Online Banking login process, Enhanced Login Security will determine if the current computer/browser has been authorized by you to access your account online. If the computer/browser is not an authorized computer, the Online Banking will prompt you for the answers to your challenge questions as an added layer of security.

Why is Enhanced Login Security required?
In the fall of 2005, the Federal Financial Institutions Examination Council (FFIEC), the regulators overseeing banks and credit unions, communicated that passwords alone will no longer be acceptable as the sole means of achieving online security. Multifactor authentication (Enhanced Login Security) was the recommended solution.

Why am I being asked for my e-mail address?
Federal law requires you be notified anytime security is changed on your account. Our Internet Banking provider needs a way to contact you to verify changes to your accounts, such as when you change your password. This will help protect your account.

What is the difference between enrolling my account and enrolling my computer?
You are required to enroll your account in Enhanced Login Security. However, it is not necessary to enroll a computer/browser. If you enroll your computer/browser, you will NOT prompted to verify your challenge questions during the PCU@Home Online Banking logon process.

Should I enroll a public computer at work/the library/etc so I do not have to answer the challenge question each time?
We recommend that you do not enroll a public computer for security reasons. It is better to continue to answer the challenge question.

How many computers can I enroll in Enhanced Login Security?
You can enroll as many computers and browsers as you wish.

How do I enroll a computer/browser in Enhanced Login Security?

1. Log on to PCU@Home Online Banking
2. Click USER Options and "Enhanced Login Security"
3. Choose "Add extra security protection to this computer"
4. Click SUBMIT

How do I un-enroll a computer from Enhanced Login Security?

Un-enroll a Computer/Browser

1. Log on to PCU@Home Online Banking
2. Click USER OPTIONS and "Enhanced Login Security"
3. Choose "Remove extra security protection from this computer"
4. Click SUBMIT

Un-enroll ALL Computers/Browsers

1. Log on to PCU@Home Online Banking
2. Click USER OPTIONS and "Enhanced Login Security"
3. Choose "Remove extra security protection from all computers"
4. Click SUBMIT

How do I sign up for PCU@Home Bill Payer?
To sign up for PCU@Home Bill Payer, log in to PCU@Home Online Banking. Click "Bill Payment." The Bill Payment Agreement page will display. Scroll down to the bottom of the agreement, select the checking account the bills are to paid from, and click "I Agree."

What type of account do I need to use Bill Payer?
A checking account is required to use the Bill Payer feature of PCU@Home Online Banking.

Is there a fee for Bill Payer?
No. As a service to our members, Pioneer Credit Union is offering PCU@Home Bill Payer FREE of charge.

May I pay bills from more than one checking account?
The Bill Payer feature may only be used on one checking account.

How do I change the mailing address for a Bill Payer payee?
To change the mailing address for a Bill Payer payee, delete the existing payee and add a new payee with the new address. If the payee has pending payments, the pending payments must be cancelled before the payee can be deleted.

When are funds withdrawn from my account for scheduled bill payments?
The funds for scheduled bill payments are withdrawn on the process date selected when the bill payment is scheduled.

How many days in advance of the bill due date should Bill Payer payments be scheduled?
Electronic bill payments should be scheduled 2 business days before the bill due date. Check bill payments should be scheduled 5 business days before the bill due date. The PAYEE MAINTENANCE screen indicates the payment types for each payee.

What is the maximum bill payment amount?
The maximum amount for a bill payment is $10,000.00.

Is the account number field required on a Bill Payer payee?
Yes, the account number is a required field. If the bill does not have an account number, enter "none" in the account number field.

When can I cancel a scheduled bill payment?
A scheduled bill payment can be cancelled no later than 8:00 pm on the evening prior to the processing date scheduled for the transaction.

What happens if funds are not available in my checking account on the bill payment process date?
If you have overdraft protection, we will use any available funds to cover the bill payment and any fees related to overdraft protection usage will apply.
If you have overdraft privilege, we will use any available funds to cover the bill payment and the checking account will be assessed a $25.00 negative fee for each NSF bill payment.
If overdraft protection and overdraft privilege are not available, the checking account will be assessed a $25.00 NSF fee for each bill payment that fails.

How do I reschedule a recurring bill payment that has reached the final payment date?
To reschedule a recurring bill payment that has reached the final payment date, delete the recurring bill payment and recreate it with a new final payment date. To view the expired recurring bill payment, change the date range on the pending payments screen back one year.

Is the Pioneer Credit Union logo on Bill Payer checks?
The Pioneer Credit Union logo is NOT on Bill Payer checks. Metavante will appear in the upper left-hand corner of the check. The checks are drawn on M&I Bank.

Can I obtain a copy of a bill payment check?
Yes. Please contact Metavante at (800) 825-4321. A charge of $2.50 per check copy will be assessed to your account.

Can I place a stop payment on a bill payment transaction?
Yes. Please contact Metavante at (800) 825-4321. Stop payments can only be placed on Bill Payments paid by check. A charge of $15.00 per stop payment will be assessed to your account.

What browsers and versions are supported by PCU@Home Online Banking?
The following browsers are supported: Microsoft Internet Explorer 5.6+ (including AOL 8 & 9), Netscape 6.1+, Mozilla Firefox 1.0, and Safari 1.2 (Mac).
To determine your browser version: open your internet browser and choose ABOUT from the Help menu.

During what hours is PCU@Home Online Banking available?
PCU@Home is not available from 10:00 PM to 10:15 PM daily for End-of-Day maintenance. On the last day of the month, PCU@Home is not available from 10:00 PM until approximately midnight for End-of-Month maintenance. We apologize for any inconvenience this may cause.

What are the PIN requirments?
PINs must be numeric and 4 -8 characters long.

I receive the error message "#1518: You must first login to access Internet Banking" when I try to log in.

This error indicates you are not accepting the cookie required to secure your Online Banking session. Please check the following settings for your browser:

Microsoft® Internet Explorer 6.0 and above:

1. Click on TOOLS
2. Select INTERNET OPTIONS
3. Click the SECURITY tab
   1. Set the Security Level for the Internet Zone to MEDIUM
           (If slider bar is not available, click on the button DEFAULT LEVEL)
4. Click on the PRIVACY tab
   1. Set the Privacy Setting to MEDIUM
   2. Click on the ADVANCED button
   3. Put a check mark next to "Override Automatic Cookie Handling"
   4. Under First-party Cookies, make sure the radio button is set to ACCEPT
   5. Under Third-party Cookies, make sure the radio button is set to ACCEPT
   6. Put a check mark next to "Always Allow Session Cookies"

America Online v8.0 & v9.0 - AOL Auto-Fix

1. You must be signed on to your PC as a System Administrator in order to do this
2. Sign on to AOL, and then go to AOL Keyword "Fix It"
3. Click the link "Problems with the AOL web browser"
4. Follow the simple instructions given on screen to complete the repairs
5. At this point, the AOL Auto-Fix does several things, including (but not limited to) clearing the cache and repairing the AOL Adapter. These things can also be done manually.

Mozilla Firefox 1.0

1. Click TOOLS
2. Select OPTIONS...
3. Select the PRIVACY icon/tab
4. Select the COOKIES section
   1. Check (ON) the checkbox for "Allow sites to set cookies"
   2. Uncheck (OFF) the checkbox "for the originating web site only"
   3. From the KEEP COOKIES dropdown list, select "until they expire"

Netscape® Communicator 7.2

1. From the EDIT menu, select PREFERENCES
2. From the left side of the Preferences window, select PRIVACY & SECURITY and toggle open its submenu
3. Under Privacy & Security, select COOKIES
4. Make sure the "Cookie Acceptance Policy" radio button is set to "Allow All Cookies"
5. Make sure the "Cookie Lifetime Policy" radio button is set to "Accept Cookies Normally"
6. Click the OK button to close the Preferences window

Safari 1.2

1. Click/select the SAFARI menu
2. Select PREFERENCES...
3. Click the SECURITY icon/tab
4. In the WEB CONTENT section...
   1. In the "Accept Cookies" section, select the ALWAYS radio button
   2. Click ON the checkbox for "Ask before sending a non-secure form to a secure website"

The Bill Payer ADD PAYEE MANUALLY screen freezes when I try to manually add a payee.
If the Google toolbar is installed and the AutoFill feature is enabled, it will cause the Bill Payer "Add Payee Manually" page to freeze.

To disable the AutoFill feature:

1. Click SETTINGS
2. In the Toolbar Options dialog box, uncheck the box next to the AutoFill feature.
3. Close the browser

When I enter my member number and PIN to log in , a dialog box appears and prompts me to re-enter my PIN.
PCU@Home Online Banking requires JavaScript to be enabled before you will be able to log in.

To enable JavaScriptTM in Microsoft® Internet Explorer 6.0 and above:

1. Click on TOOLS
2. Select INTERNET OPTIONS
3. Click on the SECURITY tab
   1. Set the Security Level for the Internet Zone to MEDIUM
   2. Click on the button marked CUSTOM LEVEL
   3. Under "Java Permissions" make sure the radio button is set to MEDIUM Safety
   4. Under "Scripting of Java Applets" make sure the radio button is set to ENABLE
4. Click on the PRIVACY tab
   1. Set the Privacy Setting to MEDIUM
5. Click OK and go to the ADVANCED tab
6. Under The Microsoft VM section, check the box next to "JIT compiler for virtual machine enabled"
7. Click on OK until exited completely from options

To enable JavaScriptTM in America Online:

1. Click on the START button.
2. Select SETTINGS (Only on Win2000 or on WinXP when Start button menu is in Classic mode)
3. Select CONTROL PANEL
4. Select INTERNET OPTIONS
5. Select the ADVANCED tab
6. In the Security section, make sure the checkbox for "Do Not Save Encrypted Pages To Disk" is blank (OFF)
7. To enable Java: under Java (or Microsoft) VM, make sure checkbox for "Jit Compiler For Virtual Machine Enabled (Requires Restart)" is checked (ON)
8. On the Internet Properties window, select the PRIVACY tab
9. Click the ADVANCED... button
10. On the Advanced Privacy Settings window, make sure that the radio buttons for "First-Party Cookies" and "Third-Party Cookies" are both set to ACCEPT and the checkbox for "Always Allow Session Cookies" is checked (ON)
11. Click OK to close the Advanced Privacy Settings window

To enable JavaScriptTM in Mozilla Firefox 1.0:

1. Click TOOLS
2. Select OPTIONS...
3. Select the WEB FEATURES icon/tab
   1. Check (ON) the checkbox for ENABLE JAVA
   2. Check (ON) the checkbox for ENABLE JAVASCRIPT
4. Click OK to close the Options window

To enable JavaScriptTM in Netscape® Communicator 7.2

1. From the EDIT menu, select PREFERENCES
2. Select ADVANCED
3. Verify "Enable Javascript" and "Enable Native Object Scripting" are checked
4. Click OK to close the Preferences window

To enable JavaScriptTM in Safari 1.2:

1. Click/select the SAFARI menu
2. Select PREFERENCES...
3. Click the SECURITY icon/tab
4. In the WEB CONTENT section,
   1. Click (ON) the checkbox for ENABLE PLUG-INS
   2. Click (ON) the checkbox for ENABLE JAVA
   3. Click (ON) the checkbox for ENABLE JAVASCRIPT
5. Close the Preferences window

I cannot access PCU@Home Online Banking and I have a third-party browser extension installed (i.e. HotBar).
Due to increased security, certain third-party toolbars/software may prevent you from accessing Online Banking. The software may need to be disabled or uninstalled. Please refer to the toolbar/software instructions for information on how to disable or uninstall the toolbar/software.

To disable third-party browser extension in Microsoft® Internet Explorer:

1. Open Internet Explorer
2. Click TOOLS
3. Select INTERNET OPTIONS
4. Click the ADVANCED tab
5. Uncheck "Enable 3rd Party Browser Extensions"
6. Close Internet Explorer

To uninstall HotBar, download and run the HotBar uninstaller program at http://hotbar.com/downloads/HbUninst.exe.

I cannot access PCU@Home Online Banking and have the Microsoft® Internet Explorer Content Advisor enabled.
A known defect in Internet Explorer causes problems with PCU@Home Online Banking.

To allow access to PCU@Home with Content Advisor enabled:

1. Open Internet Explorer
2. Click TOOLS
3. Choose INTERNET OPTIONS
4. Click the CONTENT tab
5. Select SETTINGS and enter the Content Supervisor password
   NOTE: The password was created when the Content Advisor was enabled; if you have forgotten this password, contact Microsoft
6. Select APPROVED SITES
7. Enter the site: https://www.pioneercu.org
8. Select ALWAYS and click APPLY
9. Click OK to close the dialog box
10. Select YES to the Security Information dialog box

To disable Content Advisor:

1. Open Internet Explorer
2. Click TOOLS
3. Select INTERNET OPTIONS
4. Click the CONTENT tab
5. In the Content Advisor section, click the DISABLE button
6. Enter your Content Supervisor password
7. Click OK
8. Close Internet Explorer

What information do I need to contact Pioneer Credit Union with a technical problem or question?
In order for Pioneer Credit Union to assist you as efficiently as possible, please have the following information available:

• Date and time of problem
• Location of computer (i.e. home, office, library)
• Operating system of the computer (i.e. Windows XP, Mac OSX, etc.)
• Browser type and version (i.e. Internet Explorer 6.0, Netscape Navigator, etc.)
• Any error messages which occurred
• The steps you took up to the error

Who should I contact for technical assistance?
Contact us at (920) 494-2828 or (800) 728-4294 during business hours if you need additional assistance.