New Digital Banking FAQ
New Digital Solution - Accounts
If you are the primary owner on the account, you can add nicknames to your accounts by:
- Clicking on the Accounts tab and then click on the pencil at the top of the page, next to the account name
- Once you've updated the name, click Save.
If you are the primary owner on the account, you can change the nickname on the account. Otherwise, you'll need to visit LOC or call us to make this change for you.
You can set up alerts by:
- Hovering over the Tools menu and clicking on Alerts.
- From there, you'll be able to pick and choose which type of alerts you which to receive and how you wish to receive them
Yes, in most instances, you will have access to all of your accounts with a single login. This includes any account for which you hold a joint relationship. Members who are joint on the account will have their own login credentials.
There are two options for hiding accounts
1.) You can hide accounts on your Dashboard. They will still be available for transactional purposes and available in your Accounts view.
2.) You can hide accounts from Dashboard, Accounts and Money Movement (including Bill Pay).
Yes, hiding an account from the Dashboard will not affect your ability to transfer to and from the account. If you hide your account in the Accounts widget, this will prevent you from being able to transfer funds to/from that account. You can gain access again to that account by navigating to the Settings option and making the appropriate modification under the Accounts tab.
Yes, alerts can now be sent via mobile SMS, email or push notification to the application on a mobile device. Navigate to Settings and under the Notification Tab you will be able to set up your alert preferences.
Over time the system will recognize the categorization of your transactions and will automatically segment them out based on the category. You will be able to go in and edit these at the transaction level.
Up to 18 months of transactions will be available.
Quick Apply allows you to add an account to an existing membership.
The accounts you can add include Sub-Saving Accounts, Checking Accounts (if one does not currently exist under the membership), Christmas Club and Money Fund Accounts.
You are also able to apply for all consumer loans using this widget.
You can as long as you have previously added the account for transactional purposes.
New Digital Solution - Bill Pay
You can call our bill pay support at 800.273.2481.
Our online Bill Pay service offers a person-to-person payment option. There is no fee to use this feature. To pay a person, simply go to the Bill Pay widget and:
- Select Add Payee
- Select "Person" and click "Next"
- Enter in the Payees Name, Payment Method and Funding Account and click "Next"
- If sending electronically, provide their banking information (Account number, routing number and account type) then click "Add Payee"
- If sending by check, provide mailing address and phone number
- If sending by SMS, provide their phone number and a shared secret for security
- If sending by e-Mail, provide their e-mail address and a shared secret for security
Yes. All your current payee/payment information will carry over. Please review your bill pay settings, just to be sure everything is correct. However, for members with multiple bill payment accounts, we can only convert payment history for one of the accounts.
No, existing payees and scheduled bill payments will appear in the new platform.
Normal processing time is 2-3 business days.
This error is occurring due to the entry in the memo field. You may be using too many characters (Max = 25), or you may be using special characters that are not allowed.
Yes, any time money above a set threshold is being transferred out of your account, or a new account link (external or internal) is being established, a verification code will be sent via Voice, Email, or Text to verify your identity.
An eBill (electronic bill) is an electronic version of a paper bill that you can view and pay via the Bill Pay widget. The eBills are only compatible with companies that have been designated as an eBill provider (ex: Verizon Wireless, Discover and Home Depot).
New Digital Solution - Card Controls
Our debit cards are eligible for this feature.
Once your card is unblocked, you may resume using it for transactions.
No, the card will still show in your mobile wallet, but authorizations will be declined.
New Digital Solution - Checking Services
Unfortunately, the Stop Payment feature is only available for the Checking account that was attached to the member number/username converted to our new platform.
Yes, the stop payment fee is $30.
Up to 18 months of check images will be available for checks written from your account.
New Digital Solution - Extended Overdraft
This widget allows you to manage your preferences for Extended Overdraft Privilege if 1.) You have a qualifying account 2.) If we have a previous enrollment response from you. Opting in for Extended Overdraft Privilege allows LOC to cover your everyday debit card purchases and ATM transactions when you are short of funds to cover your transaction. Learn more about Extended Overdraft Privilege.
You may change your preference as often as you like and as your financial situation necessitates.
Your preference is updated immediately.
It’s possible we have not received a previous enrollment response from you. Please send us a message in the Secure Message Center with your request, and we will review your account to see if it qualifies.
There is not. You will need to contact us.
New Digital Solution - External Accounts
Adding external accounts will give you a holistic view of your personal finances. Using the Financial Wellness widget will allow you to have a full view of your spending by category. You can use the filter option to look at specific categories or time frames across your accounts.
Daily. Please note, some accounts will not automatically refresh if the other financial institution requires multi factor authentication (for example security questions). If they use multi-factor authentication, this will require you to refresh your credentials by navigating to Settings, under Accounts and clicking on the aggregate account you would like to be updated.
Ensure the login information is correct for the bank that you are attempting to link. If your login information is correct, and you are still having an issue and/or if you notice a yellow alert icon or the “Balance as of…” date is old, you will need to manually refresh the data. This likely has to do with the owner/provider of the site requiring two factor authentication as part of their login process.
For mobile users, navigate to Settings and under Accounts, select the account that needs to be synced, and then “update login”
For desktop or tablet users, navigate to Settings and under Accounts, select the account that needs to be synced, and select the refresh icon.
There are two options for external accounts in our platform. The first option allows for view-only access to external account information. The second option can be found under Transfers by selecting “Add an account to make a transfer.” You will see two options for adding External Accounts:
- Add an account instantly by signing in with the credentials you use for your external account. Once you have completed this process, you can make transfers/payments to and from this account.
- Add an account manually by entering your account number and routing number. Verification can take up to 3 days using what’s called micro/trial deposits
You can set up the external account for transfer/payment purposes using the Transfers option and selecting “Add an account to make a transfer”
You will see two options for adding External Accounts:
- Add an account instantly by signing in with the credentials you use for your external account. Once you have completed this process, you can make transfers/payments to and from this account.
- Add an account manually by entering your account number and routing number. Verification can take up to 3 days using what’s called micro/trial deposits.
You can set up the external account for transfer/payment purposes using the Transfers option and selecting “Add an account to make a transfer”
You will see two options for adding External Accounts:
- Add an account instantly by signing in with the credentials you use for your external account. Once you have completed this process, you can make transfers/payments to and from this account.
- Add an account manually by entering your account number and routing number. Verification can take up to 3 days using what’s called micro/trial deposits.
New Digital Solution - Logging In
If you are logging in from a mobile device using our previous mobile app, you will be required to do an app update.
The process to login is the same regardless of the device you use:
- Log in using your current username and existing password.
- You will be asked to verify personal information before an access code can be sent to you. This code is sent based upon your contact preference on record (voice, email, text)
- Once you receive and provide this code, you can create your new personalized password. You may continue to use your previous password as long as it meets our new system requirements.
Yes. Your current username is still valid on the new system. If you’ve forgotten your username, click the “Forgot Username?” link on our home page.
Yes, as long as your current password meets the system requirements. However, you will still be required to go through the password reset process.
If the biometric security (fingerprint scan or Face ID) on your mobile device is currently activated, you’ll be prompted with set up instructions.
Your current account information will transfer over securely to the new system, with the exception of e-alerts. Once you log in, you’ll immediately notice a change to a dashboard layout which gives you a convenient, snapshot view of your accounts. And you can easily rearrange the dashboard according to your preferences.
The biggest and best difference is that most everything you can do on the online platform can now be done on the mobile side, providing a seamless banking experience so you can easily manage your money from a single device. Even better, our new service offers a suite of user-friendly tools for doing everything from everyday banking to achieving long-term financial goals. You’ll now also be able to view all accounts that you have under a single username.
Yes, you are able to change your username and password by navigating to Settings.
You will be able to see your joint account under one login. However, each joint member can now also have their own login credentials. It’s is highly recommended that joint members establish access for him/herself.
New Digital Solution - Miscellaneous
Yes. Using the Accounts widget, simply select the share and then the export icon. Options for Quicken and QuickBooks are also available.
Digital Banking supports the last two versions of the browsers listed below:
- Google Chrome: Latest two versions
- Firefox: Latest two versions
- Internet Explorer: v11*
- Microsoft Edge: Latest two versions
- Safari: Last two major versions
- IOS: Last two major versions
- Android: v8.0 and higher
*Limited Support: Some functionality may not work as expected. End users with IE 11 as their browser will still be able to access essential functionality of Online Banking.
No, this cannot be done online.
Quick Apply allows you to add an account to an existing membership.
The accounts you can add include Sub-Saving Accounts, Checking Accounts (if one does not currently exist under the membership), Christmas Club and Money Fund Accounts.
You are also able to apply for all consumer loans using this widget.
You can as long as you have previously added the account for transactional purposes.
New Digital Solution - Mobile & Mobile Deposit
Members may deposit up to $5,000 per day. This includes eligible business members. The following checks are not eligible for Mobile Deposit:
- Foreign checks
- Altered checks
- Incomplete items
- Non-negotiable items
- Non-readable or non-visible MICR line items
- Torn or damaged checks
You may also want to check the surface the check is on when you are taking a picture and the lighting to ensure there are no issues with the image.
Mobile Deposit is a feature available in our Apple and Android apps to eligible users. Call us at 800.837.4562 to verify your eligibility for this service. Mobile Deposit is only available using one of our apps, and not in online banking or mobile web banking.
You are eligible if you have a supported device, the LOC app on your device, and if you:
- Age 16 or older
- Have a Checking account
- Are current on all your LOC loans
- Don’t have any negative LOC account balances
There is no cost to deposit a check using the LOC Mobile apps.
Members may deposit up to $5,000 per day. This includes eligible business members.
Keep the check for 60 days. After 60 days and confirmation of deposit (via your account history online or monthly account statement) you may destroy the check if you wish.
Yes. You should see an option for "View Activity" when you are in the Mobile Deposit section. When you select View Activity, you will see a list of checks deposited.
You can reset your password by clicking on the "Forgot Password?" option on the login screen on our app. You will need to provide your username, Social Security Number, your account/member number, date of birth, zip code and the email you provided to us. You'll then select a delivery method to receive a temporary password (text or eMail) After you login with that temporary password, you'll now be able to create your new password.
By viewing your account transaction history and clicking on the filter and select Credit, then under Type select “Checks”
Apple users will not need delete and install the new app, but may need to do a manual update if you don't have app auto updating turned on.
Android users will need to delete the existing app and install the new app.
Most all the functionality of the online platform is available on the mobile platform, with just a few minor exceptions.
Users will be required to update to the new application. The previous app versions will no longer be available.
Select Deposit Checks, the account you wish to deposit to, enter the amount of your check and sign the back of your check and your account number. In addition to your signature and account number, you must also write in the endorsement area "For Mobile Deposit Only at LOCCU"
You will then be prompted to capture a photo of the front and back of your endorsed check with your mobile device. Be sure to capture a clear picture with all 4 corners of the check in your mobile device’s camera screen. Then submit your deposit. After your deposit is submitted, you will receive a confirmation message on your mobile device along with an email confirmation.
No, only the check amount, date of deposit, deposit account and status will be listed.
Features such as the Dashboard, Quick Transfer menu, Multi Pay for Bill Pay, and the ability to edit transaction tags in the account history are available on desktop only. You will be able to edit transaction tags on mobile in the Financial Wellness Spending Widget.
Usually within 10 minutes unless a hold is applied or the item requires review. Common reasons a hold is applied include: large deposit amounts, third party checks, deposited checks returned unpaid, etc.
When the funds are available, you will be able to see the amount in the available balance of the account you selected when you submitted the mobile deposit. You may need to logout and log back in to see the deposited item reflected in your balance.
New Digital Solution - Savvy Money
There is not fee to use this service. However, you will be required to accept the service’s Terms and Conditions.There is not fee to use this service. However, you will be required to accept the service’s Terms and Conditions.
Your score is updated daily.
Using this service should have no impact on your score. Savvy Money does provide tips and suggestions on how you can improve your score over time.
No. The score displayed is the current score of the primary user who holds account with LOC Credit Union.
VantageScore 3.0 is based primarily on a 24-month review of your credit report. It ranges from 300 to 850, where a high score means lower credit risk. Your credit report has information such as your history of payment punctuality, the total amount of your available credit, the total amount and type of debt you have, the number of open and active accounts, and the longevity of your relationships with creditors. See the dates under your score to find out when your last score was calculated and when your next score refresh will be available.
LOC uses FICO for loan application approvals.
SavvyMoney uses high-level encryption and security measures to keep your data safe and secure. Your personal information is never shared with or sold to a third party.
No, LOC uses its own lending criteria for making loan decisions.
New Digital Solution - Transfers & Payments
No, recurring transfers/payments will carry over from our previous platform. You will be able to view these transfers/payments in the Scheduled Transfers tab, but you will need to contact us to make any changes or to cancel the transaction.
Unfortunately, converted transfers cannot be changed or canceled in our system. You must contact us to make any changes or to cancel the transaction.
If the option to edit or delete a transfer series is greyed out, this means the series was set up by an employee on your behalf or was set up in our previous online banking platform. Modifications to this series will require assistance from one of our team members.
Account to account, account to loan, and user to user are immediate. External transfers set up for an existing external account would still take the 2-3 day window for the transfer to make it to its final destination.
Loan payment amounts will show in the Classic screen within the Transfers widget or the Account Details tab within the Accounts widget, depending on the loan type.
Yes, hiding an account from the Dashboard will not affect your ability to transfer to and from the account. If you hide your account in the Accounts widget, this will prevent you from being able to transfer funds to/from that account. You can gain access again to that account by navigating to the Settings option and making the appropriate modification under the Accounts tab.
You can set up the external account for transfer/payment purposes using the Transfers option and selecting “Add an account to make a transfer”
You will see two options for adding External Accounts:
- Add an account instantly by signing in with the credentials you use for your external account. Once you have completed this process, you can make transfers/payments to and from this account.
- Add an account manually by entering your account number and routing number. Verification can take up to 3 days using what’s called micro/trial deposits.
You can set up the external account for transfer/payment purposes using the Transfers option and selecting “Add an account to make a transfer”
You will see two options for adding External Accounts:
- Add an account instantly by signing in with the credentials you use for your external account. Once you have completed this process, you can make transfers/payments to and from this account.
- Add an account manually by entering your account number and routing number. Verification can take up to 3 days using what’s called micro/trial deposits.
Using the transfer widget, under the Classic tab, select “Add an account to make a transfer” and then “Send money to another LOC Credit Union member.”
You will need to know the recipients last name, account number, account type and share/loan ID.
If you would like to save the account to transfer in the future, you can check the box that says “Save Account for Future Use.”
It may take several minutes for the transaction to occur.
An email notification will be sent.
