Online Banking FAQ

Getting Started


How do I sign up for Online Banking?

There are three ways to sign up for 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.



What do I need to use Online Banking?

To use Online Banking, you need a valid 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 Online Banking?

To use Online Banking, you need an active deposit account with Pioneer Credit Union.



What browsers and versions are supported by Online Banking?

The following browsers are supported: Microsoft Internet Explorer 8+, 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. See our security recommendations for other guidelines.



During what hours is Online Banking available?

Online Banking is not available from 10:00 PM to 10:15 PM daily for End-of-Day maintenance. On the last day of the month, Online Banking 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 Password requirements?

Passwords must be between 8 and 14 characters long, and contain: 1-upper case letter, 1-lower case letter and 1-number.



Using Online Banking


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?

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 numbers?

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 Online Banking.



Can I pay off my loan using Online Banking?

Yes, unless the loan has unpaid late fees. If you are unable to pay off your loan using 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?

Online Banking will automatically log off after ten minutes of inactivity.



How do I download my transaction history into Quicken or Money?

Online Banking offers the Web Connect feature to download transaction history into Quicken or Money.


To use Web Connect to download transaction history:

  • Log on to Online Banking using your ID number and password
  • View the Account History page of the desired account
  • At the top of the Account History page, choose the appropriate Export Options
  • Enter date range
  • 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)
  • Click Download Data

The Direct Connect feature is currently not available.



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



Using Online Bill Pay


How do I sign up for Bill Payer?

To sign up for Bill Payer, log in to 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 Online Banking.



Is there a fee for Bill Payer?

No. As a service to our members, Pioneer Credit Union is offering Bill Payer FREE of charge.



May I pay bills from more than one checking account?

Yes, you may pay bills from more than one checking account. It's as easy as changing the "pay from" field to the checking account you want the funds withdrawn from.



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

To change the address of a payee, click "Options", then "Account Information". From there you will be able to change the address of the payee.



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 $30.00 negative fee for each NSF bill payment.

If overdraft protection and overdraft privilege are not available, the checking account will be assessed a $30.00 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 BMO Harris Bank, N.A.



Can I obtain a copy of a bill payment check?

Yes. Please contact Pioneer Credit Union Support Services (920) 494-2828 or (800) 728-4294.



Can I place a stop payment on a bill payment transaction?

Yes. Please contact Pioneer Credit Union Support Services (920) 494-2828 or (800) 728-4294. Stop payments can only be placed on Bill Payments paid by check and not electronic payments. A charge of $20.00 per stop payment will be assessed to your account.




Enhanced Login Security


What is Enhanced Login Security?

This is the process used to allow access to only the correct member. This form of authentication, effectively deters fraudulent users from accessing 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 a one time passcode and ask you to confirm your identity the first time you connect from a new device by sending you an access code by email, text or a phone call. (Mobile banking will continue to require challenge questions only at this time).




Why is Enhanced Login Security required?

In January 2012, the Federal Financial Institutions Examination Council (FFIEC), the regulators overseeing banks and credit unions, communicated that passwords and challenge questions alone will no longer be acceptable as the sole means of achieving online security. Enhanced 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 be prompted to receive a one-time passcode during the Online Banking logon process.



Should I enroll a public computer at work/the library/etc so I do not have to receive a one-time passcode each time?

We recommend that you do not enroll a public computer for security reasons. It is better to continue to receive the one-time passcode.



How many computers can I enroll in Enhanced Login Security?

You can enroll as many computers, devices, or browsers as you wish.



Error Messages & Troubleshooting



The Bill Payer ADD PAYEE MANUALLY screen freezes when I try to manually add a payee. What should I do?

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:

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


When I enter my ID Number and Password to log in, a dialog box appears and prompts me to re-enter my Password.

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:

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


To enable JavaScriptTM in Mozilla Firefox 1.0:

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


To enable JavaScriptTM in Safari 1.2:

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


I cannot access 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:

  • Open Internet Explorer
  • Click TOOLS
  • Select INTERNET OPTIONS
  • Click the ADVANCED tab
  • Uncheck "Enable 3rd Party Browser Extensions"
  • Close Internet Explorer

You can find information about HotBar on Symantec's website.


I cannot access Online Banking and have the Microsoft® Internet Explorer Content Advisor enabled.

A known defect in Internet Explorer causes problems with Online Banking.


To allow access to Online Banking with Content Advisor enabled:

  • Open Internet Explorer
  • Click TOOLS
  • Choose INTERNET OPTIONS
  • Click the CONTENT tab
  • 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
  • Select APPROVED SITES
  • Enter the site:
  • Select ALWAYS and click APPLY
  • Click OK to close the dialog box
  • Select YES to the Security Information dialog box

To disable Content Advisor:

  • Open Internet Explorer
  • Click TOOLS
  • Select INTERNET OPTIONS
  • Click the CONTENT tab
  • In the Content Advisor section, click the DISABLE button
  • Enter your Content Supervisor password
  • Click OK
  • 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


How can I get a copy of the Home Banking Disclosure?

You can view a copy of the Home Banking Disclosure here.


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.