Help & FAQs | Credit Union | Questions

Find the answers you need to the questions you have – anytime.

When you have questions about your South Carolina Federal Credit Union accounts or our products and services, start here. We compiled the questions we receive most frequently from members so you can quickly find valuable information. If you need more assistance, please contact us. We are always happy to help.

Card Services

Why is a pending transaction different than the actual amount?

An authorization may vary from the final purchase amount in situations where there is an estimated authorization amount or a tip is involved.

Example: At a restaurant, an authorization is requested prior to a tip being added. The final purchase amount will include the tip.
Example: At the gas pump, an initial authorization is requested prior to dispensing fuel and determining the final amount of the purchase. Many pay-at-the-pump gas purchases are initially authorized for $1 no matter the final purchase amount.
Example: At a hotel, an authorization in the amount equal to the entire stay plus an estimated amount for incidentals may be made. This can also be true of cruise lines and car rental companies.

How do I order a debit card?

The MasterCard^® Debit Card is accepted at millions of locations worldwide. You’ll have instant access to your checking account with the convenience of a card.

If your card is damaged or if you have never had an ATM/Debit card assigned to your account:

Visit a local financial center for a debit card instantly issued.
Use our Secure Chat feature in Online Banking to request a card.
Contact Us to request a card by mail.
To activate your debit card, call 866-299-2275.

How do I enroll in credit card eStatements?

Go to Online Banking.
Click "Fiserv Online Account Management".
Click "Services".
Click "Statement Delivery".

How do I redeem points for merchandise?

Premium Checking account holders can redeem points for rewards online.

To redeem points online:

Visit www.uChooserewards.com.
Select the “Merchandise” link to view the merchandise catalog.
Add the desired merchandise awards to your shopping cart for redemption.
Click on the "Proceed to Checkout" button to place your order online.
Enter your name, shipping address and a telephone number and click "Transmit Order" to submit your order.
You will receive a confirmation number after your order has been submitted.

Keep records of your order until you receive your award merchandise. Points can be redeemed for travel awards online or via phone.

Travel awards that can be redeemed through the uChoose Rewards Travel Agency include:

Airline tickets
Hotel certificates
Car certificates
Vacation packages
Experiences
Cruises

To redeem points, visit www.uChooserewards.com.

What should I do if my card is lost or stolen?

For lost or stolen cards:

Turn your card off/on and report it as lost or stolen using Online or Mobile Banking. Simply log in, click on "Manage Cards" in Online Banking or "Cards" in Mobile Banking, and follow the prompts to close your credit card and request a new one.

Or you can call Cardholder Services at (855) 325-0904.

Once your card has been cancelled, a new one will be mailed to you in 7-10 business days.
Check your account to ensure there are no unauthorized transactions.

Are there any transaction fees for using my debit card?

MasterCard^® may assess a foreign transaction fee for purchases made outside the United States.
Fees may still apply when used at a non-South Carolina Federal ATM. Visit allpointnetwork.com to locate a surcharge-free ATM near you.

How do I file a card dispute?

Before filing a dispute, contact the company who processed the item to resolve with them. They may require you to supply proof of the charge such as:

A receipt
A copy of your account history or
Statement

If you cannot reach a resolution with the merchant, you have 60 days from the statement date of which the transaction occurred to file a dispute.

For Debit Card disputes:

Visit a local financial center to fill out a dispute form or Contact Us to request a dispute form mailed.

For Credit Card disputes:

Contact Cardholder Services at 843-797-8300.
Visit a local financial center to fill out a dispute form.

After the dispute form is submitted:

The dispute form is forwarded to our card processor for investigation.
For Credit Cards, interest will not be charged on the amount disputed.
You may be contacted by our credit card processor through the mail if more information is required.
Follow all instructions on letters from the credit card processor promptly. If the forms are not completed and returned, the dispute will be closed.

Is there a difference between signing and using PIN for transactions?

Some merchants may require a signature (such as many restaurants), while others may offer you the option of 'Credit' or 'Debit/ATM' when processing your purchase.

If you select 'Credit', you will sign a receipt to authorize your purchase.
If you select 'Debit/ATM', you will use your PIN.

Benefits of signing for your purchases include:
(if you have Premium Checking) Earn 1 uChoose Reward point per every $5.00 you spend.
Protection under the Zero Liability Act

What should I do if my credit card is damaged?

For damaged credit cards:

Sign in to Online Banking.
Click on credit cards.
Click on Manage card.
Click on Replace card.

Can I use my card outside the U.S.?

Keep your cards open by informing us in advance

Remember to advise the Contact Center when your plans include travel outside the United States.

Call (843) 797-8300 (Charleston) or (800) 845-0432 (Nationwide) or visit a financial center.
With 7-10 days’ notice, we can open your credit and debit cards for international transactions.

How do I transfer funds from my credit card?

Transfers from your credit card, commonly known as a cash advance can be done in the following ways:

• Visit a local branch with your credit card to make a cash advance.
• Request convenience checks at a local financial center or Contact Us.

What can I do to protect my credit card information?

It is important to monitor your credit card statements on a monthly basis to ensure that they are correct and that there are no fraudulent charges on your account. There are many ways to help ensure that your information is safe:

Only buy from reputable online merchants.
Never disclose your credit card number to anyone that calls and asks for it.
If your contact information changes, contact us as soon as possible to have it updated. This ensures that we can notify you quickly if suspicious activity is suspected on your account.

How do I get a copy of my credit card statement?

Online:

Go to Online Banking
Click "Fiserv Online Account Management"
Click "Account Information"
Click "Account History"

How do I make a credit card payment?

We offer several options to make your credit card payments:

Log into Online Banking to transfer a payment.
Mail a payment to us.
Make payments at a financial center through a:
- Cash advance
- Personal check
- Certified check or money order
- Cash, or
Contact us to make a payment by phone.

Payments reflect on your credit card account within 2 business days after the payment has been made.

What is a finance charge and when does it occur?

A finance charge is determined by applying your monthly periodic rate to the average daily balance in a billing cycle.
Finance charges are charged on any amount of the “new balance” on your credit statement that is not paid by the due date printed on the statement.

Online Services

What is Mobile Banking?

A service that enables you to access your account information, conduct transfers, and pay and manage your bill payments from any mobile device that has Web browsing capabilities and active data plan.

How do I update my security phone number(s)?

To update your security phone number in Online Banking, follow these simple steps:

Click on "Settings".
Click on "Security and Alerts".
Click on "Identity Verification Phones".
Enter your new phone number in the space provided.
Enter your phone nickname.
Select how you would like to receive notifications.
Check the box indicating that you have read and agree with the Verification Alerts terms and conditions.
Click "Save".

Please note that for security purposes you will be prompted with multifactor authentication when making this type of change to your account. You can choose to receive the one-time passcode via text message or phone call.

How do I add and/or change my identity verification phone number?

To update your security phone number in Online Banking, follow these simple steps:

Click on "Settings".
Click on "Security and Alerts".
Click on "Identity Verification Phones".
Enter your new phone number in the space provided.
Enter your phone nickname.
Select how you would like to receive notifications.
Check the box indicating that you have read and agree with the Verification Alerts terms and conditions.
Click "Save".

How do I change my password?

Follow these steps to change your password:

Click on "Settings"
Click on "Profile"
Click on "Password"
Enter your Current Password
Enter your New Password
Confirm your New Password
Click "Save"

Please note that for security purposes you may be prompted with multifactor authentication when making this type of change to your account. You can choose to receive the one-time passcode via text message or phone call. Like all passwords, it is important to keep your Online Banking password confidential.

How do I update my email address?

To change your email address in Online Banking, follow these simple steps:

Click on "Settings".
Click on "Profile".
Click on "Phone Number & Email".
Enter your new email address in the space provided.
Confirm your email address.
Click "Save".

Be sure to also update your email address for eStatements and in the MasterCard credit card tool, if applicable.
Please note that for security purposes you may be prompted with multifactor authentication when making this type of change to your account. You can choose to receive the one-time passcode via text message or phone call.

How do I update my postal address?

To change your postal address in Online Banking, follow these simple steps:

Click on "Settings".
Click on "Profile".
Click on "Address".
Update your address in the space provided.
Click "Save".

Where can I find my Client ID?

You can find your Client ID under "settings" in Trends.

How can I access my information in Trends?

Log into Online Banking and click on "Trends." Please be patient, as it may take a few minutes for your information to properly load.

What is Trends?

Trends is a tool that allows you to create and track budgets, add accounts from multiple financial institutions to get a birds-eye view of your financial picture, and more.

Can I include a memo or note when completing an account transfer?

Yes, you can include a memo or note when completing an account to account transfer.

How do I make a transfer?

You have a few options. You can:

Click "Transfers" from the navigation bar.
Click on an account tile and click "transfer money".
Drag the "from" account tile to the "to" account tile on the home page.

How do I set up a recurring transfer?

Under the Transfers tab, you can set up one time and recurring transfers in only a few clicks.

I made a transfer, but it is not being reflected on my screen. What should I do?

Please refresh your browser by clicking the refresh icon.

What is considered a recurring transfer? Will it start today?

A recurring transfer will be something that starts in the future. If you would like to make a transfer that is effective today, you must do so in a one-time transfer. Then, you can set up recurring transfers for the future.

When I click on “Analysis,” then click on “Accounts,” I am unable to differentiate between some of my accounts – they have the same name. How can I tell the difference?

Hover over each of the accounts to reveal additional details.

Can I change or add my number online?

Yes. Follow these steps within Online Banking:

Click on "Mobile".
Click on "Change my phone number" or "Stop using this device for Mobile Banking" and click "Go".
Follow the steps accordingly.

Can I transfer funds to my primary account using my phone with Text Banking?

You cannot transfer funds via Text Banking; however, you can transfer funds using our Mobile App.

Is it possible to set up text alerts?

Yes. Just click on "Settings," then "Security and Alerts," then "Alerts." From here you can set up a variety of different alerts. If you want us to send the alerts to your mobile phone, make sure that box is selected.

Is Text Banking secure?

Text Banking service is secure. Text messages will never contain confidential information about you or your accounts. Messages will never contain full account numbers.

Why do I need to verify my phone for Text Banking?

Verifying your phone is a one-time step and is one way we ensure the security of mobile text messaging.

Are keywords case sensitive in Text Banking?

No, keywords are not case sensitive. Example: You can type "help" or "HELP."

Will I be charged for Text Banking?

We will not charge you, but standard carrier fees for text messaging may apply. Please check with your mobile phone carrier if you are not sure what fees apply when you send and receive text messages.

Can I get the balances of my accounts with Text Banking?

Yes - when you text "BAL" to 898265, we will reply with a message containing the balances of all your checking, savings and any other accounts.

Can I come back later to enter my activation code?

Yes you can. If you experience difficulties, we recommend that you go through the setup process again and get a new code.

How do I deactivate the Text Message Banking?

You can text back STOP to 898265 on your activated cell phone, or you can follow these steps within Online Banking:

Click on "Mobile".
Choose "Change My Mobile Banking Services" from the drop down menu next to the corresponding device.
Click "Go".
Unselect "Text Messaging" from the services menu so that there is not a check mark in the box.
Click "Continue".

How do I enroll in Text Banking?

Log into Online Banking by visiting https://online.scfederal.org:

Click on "Mobile".
Read and accept the Terms and Conditions.
Select "Text Messaging" from the services menu and click "Continue".
Select your time zone.
Select the account(s) you wish to access through Mobile Banking and confirm their nicknames; click "Continue".
Enter your mobile phone number; click "Continue".
Enter the activation code we sent to your phone; click "Activate".

How long does it take to get a text message?

You'll receive a text message response within a minute. Exact timing will depend on your mobile service carrier.

I see my device in the “My Devices” tab, but am unable to change my Mobile Banking Service? How do I enroll in Mobile Banking/Text Banking?

Click on "Add New Device" and walk through the steps with the phone number you could like to use for Mobile Banking/Text Banking. As a reminder, you can only set up one device per account.

I share a joint account. Can I set up two phones for the same account?

No, only one phone number may be set up for one account.

I still have not received my activation code, what do I do?

It might take several minutes to receive your code. If you feel you have waited long enough, you can click the Resend it link. Please check your mobile device shortly for a new text message. If you are still experiencing problems, be sure you entered in the correct mobile number during setup.

Is there any password needed for Text Message Banking?

You do not need a password to access your account information via text message.

What commands or keywords can be used for Text Banking?

Use any of the following commands/keywords:

BAL = Account balances
HIST + texting nickname (ex. HIST Checking) = Account history
STOP = Cancel
HELP = Help on keywords

What is the number I should use to send the keywords?

The short code is 898265. This short code will only work if you have activated the Text Message Banking Service.

Where do I find my activation code?

During setup we will send you a text message with your activation code. If you have already submitted your mobile number during setup, please check your mobile device now. You should receive a text message with your activation code within a few minutes.

Will Text Banking work on my phone?

Yes, as long as you have text messaging enabled with your mobile carrier it will. Please check with your mobile carrier if you are unsure.

How do I process a stop payment?

To place a stop payment through Online Banking:

Login into Online Banking.
Click on the corresponding checking account tile.
Click on "Stop payments".
Enter the check number (or range of check numbers) to be stopped, check date, amount, and reason.
Click "review".

A stop payment fee will be assessed to your account; please refer to the Rate and Fee Schedule. You may also Contact Us to place a stop payment. Stop Payments are not guaranteed because some merchants may process payments using electronic methods. Stop Payments are in effect for 180 days.

Why can’t I see my account numbers on the home screen?

All account numbers have been masked within Online Banking for your security.

I do not recall logging in during the time that is stated on the homepage of Online Banking. What’s happening?

This is a reflection of Trends (also known as AllData PFM) updating your account information to provide timely information in the Trends area.

Are there limits for deposits made using Remote Deposit?

You are not limited to the number of deposits you can make using Remote Deposit. However, there are daily and per item limits on the deposit amounts that can be processed per user. Members cannot deposit more than:

$4,000.00 per item.
$4,000.00 per day.

How do I deposit a check with Remote Deposit?

Endorse your check and include "Mobile Deposit Only" on the back (Some checks have this printed on the back with a check box. If that is the case on the check you are depositing, simply check the box and endorse the check with your signature. If not, please do not forget to write it in. Unfortunately, the credit union will not be able to process checks that do not have the proper signature endorsement AND "Mobile Deposit Only" or the check box marked.)
Tap "Deposits".
Select "Deposit check".
Select the account where you would like to deposit the funds.
Enter the check amount.
Take a picture of the front of your check (make sure to include all four corners of your check).
Take a picture of the back of your check (make sure to include all four corners of your check and make sure you have endorsed it and written "Via Remote Deposit").
Select "Next" once photos are accepted.
You will be asked to confirm your deposit details before completing the deposit.
Select "Yes".

Is there a cost for using Remote Deposit?

Remote Deposit is free, beginning on acceptance of the Mobile Banking Terms and Conditions.

What are some tips using Remote Deposit?

Through South Carolina Federal Mobile App:

Close other apps running in the background.
Plan to take your check photos in a well-lit area to avoid shadows.
Place your check on solid dark backgrounds before taking your photos.
Keep the check within the on-screen corners when capturing your photos.
Keep your phone or tablet flat and steady above the check when taking your photos.
Flatten folded or crumpled checks before taking your photos.
Verify that the back of your check is signed (endorsed) and labeled "Via Remote Deposit."
Make sure that the entire check image is visible and in focus before submitting your deposit.
Confirm that the check amount entered matches the amount written on your check.

Check deposits are subject to verification and will generally be available for withdrawal within two (2) business days. South Carolina Federal reserves the right to hold the funds in accordance with the Funds Availability Policy Disclosure in your Account Agreement.

What do I do with the paper check after the deposit is submitted?

Once your check image has been credited to your account, you must retain the original check for sixty (60) days. You may not present the original check or any image or substitute check created from the original check for payment at any other financial institution. During this 60-day period, you must store the original paper check securely and you must make the original paper check available to us for review at any time and as necessary for us to facilitate the clearing and collection process, to address third party claims, or for our own audit purposes.

What is Remote Deposit?

Remote Deposit offers you a secure, convenient way of depositing paper checks into your account remotely using our Mobile App with your iPhone™ or Android™ smartphone or tablet.

What type of mobile device do I need to use Remote Deposit through South Carolina Federal's Mobile App?

Remote Deposit is supported on mobile devices that meet the following criteria:

Android or iPhone device.
A 2MP or higher camera.
Apple iOS 4.0 or later.
Android 1.5 or up.

When will the funds be available when making a Remote Deposit?

Check deposits made using Remote Deposit are subject to verification and will generally be available for withdrawal within two (2) business days. Once you reach the screen showing "Deposit Pending," the system has accepted your deposit. Next, the Remote Deposit Administrator will review your deposit and accept or deny it. You will not receive notification of this decision. You can review your deposit history in Online Banking or in the Mobile App to view the status of your deposit. To use the mobile app to determine if your Remote Deposit has been accepted, follow these steps:

Log in to the mobile app (the same one you used to deposit the check).
Go to Deposits.
View Deposit History.
Select Deposit in question.
Status will display.

Deposits received on weekends, federal holidays and Monday through Friday after 5 p.m. ET are processed on the following business day.

Who is eligible to use Remote Deposit?

Remote Deposit is available to members who are

In good standing.
Mobile App users with a smartphone or tablet.

South Carolina Federal has the right to not approve, suspend or terminate your use of Remote Deposit at any time and without prior notice to you. Please see the Remote Deposit section of the Mobile Banking Terms and Conditions.

Will I still receive confirmation e-mails?

No, you will have to check the mobile app for the status of your remote deposit.

My pending transactions do not specify whether it is a deposit or withdrawal. How can I tell the difference?

Please document or make a note of the details of your pending transactions, as you will not be able to tell within Online Banking until the transaction posts.

How do I change my address?

To change your postal address in Online Banking, follow these simple steps:

Click on "Settings".
Click on "Profile".
Click on "Address".
Update your address in the space provided.
Click "Save".

I am trying to conduct an external transfer, but it is not going through. What do I need to know?

You may only add an account you own. To transfer money to another person, please visit the "Pay Bills" section of Online Banking and click on "Pay People."

Additionally, please ensure you go through all the steps to verify your email address and phone number before attempting to conduct an external transfer.

Where can I find my transactions in Online Banking?

Click on any of the account tiles to view your transaction details. You will also find helpful links to transfer money, set alerts, account information, statements, stop payments, and export transactions.

How can I print my account statements?

In Online Banking, click on desired account (i.e. savings or checking account tile).
Click on "Statements".
Click "Continue".
Click "Account Statement" next to the desired statement date.
Hover over the document until you see the printer icon appear.
Click the printer icon.
Click "Print".

I received an email that I received a secure message. How do I find that message?

In Online Banking, click on one of your deposit accounts (i.e. savings or checking account tile).
Click on "Online Statements".
Click "Continue".
Click "Account Notice".

What do I do if I forgot the answers to my security questions?

If you forgot the answer(s) to your security question(s), log into online banking and reset them by following these steps:

Click on "Settings".
Click on "Security and Alerts".
Click on "Security Questions".
Choose security questions.
Enter your answers in the space provided.
Click "Save".

How do I view my pending transactions in Online Banking?

Any pending transactions such as direct deposit and debit purchases will appear as an "In Process Transaction" within Online Banking. It will continue to appear as "In Process" until the item has cleared or posted to your account.

How do I know if my mobile deposit was accepted?

When viewing your account from our app, click on "Deposit," then "Check Deposit History." From this tab you can view your accepted, pending, and failed check deposits.

My mobile deposit was accepted, but I do not see the funds in my account. How long does this process take?

Check deposits made using Remote Deposit are subject to verification and will generally be available for withdrawal within one (1) business day.

I downloaded the mobile app, but it is not working. What do I do?

You need to register your mobile device in online banking.

How do I make a payment online?

If you are already registered for Bill Pay, simply click on the "Pay Bills" tab located in the main menu. Not registered for Bill Pay, simply:

Click "Signup for payments" in the Make a Payment or Bill Pay widget, or
Click on "Bill Pay" in the main menu.
Click "Enroll Now".
Verify the Account Holder Personal Information.
Notify us if you change ANY INFORMATION in the Account Holder Personal Information section.
Verify the Account Information.
Select the "Funding Account" to pay online bills.
Begin paying bills immediately.

To keep your Bill Pay account activated, pay a bill within 90 days or the account will become inactive. If this happens, contact us to have the account unlocked. If you are unable to set up your Bill Pay, or have any questions, please visit a local branch or contact us.

As a reminder, if you have Self-Service Checking, you may incur a monthly non-usage fee if you register for Bill Pay but do not use it to pay at least one bill each month. Please refer to current Truth-In-Savings Rate and Fee Schedule for details.

Where do I mail my payment?

Credit Card Payments Only:
South Carolina Federal Credit Union
P.O. Box 2711
Omaha, NE 68103-2711

Loan Payment Mailing Address:
South Carolina Federal Credit Union
P.O. Box 62349
North Charleston, SC 29419-2349

First Mortgage Payments Only:
South Carolina Federal Credit Union
P.O. Box 660592
Dallas, TX 75266-0592Omaha, NE 68103-2711

How much Online Banking transactional history is available?

Our members can view 180 days (6 months) of transactional history from their South Carolina Federal accounts.

Why am I receiving a fee for Bill Pay?

If you have Self-Service Checking, you may incur a monthly non-usage fee if you register for Bill Pay but do not use it to pay at least one bill each month. Please refer to current Truth-In-Savings Rate (PDF) and Fee Schedule for details.

How do I sign up for eStatements?

Click on one of your account tiles from the Online Banking home screen.
Click "Online Statements".
Scroll to the bottom of the page and click on the "Change Registration Information" link.
When the options appear, click on "To discontinue or resume accounts" button.
Check the box under "Resume" and hit Submit.
Please read over the "SOUTH CAROLINA FEDERAL CREDIT UNION ELECTRONIC STATEMENT ("eStatements/eNotices") AND DISCLOSURE AGREEMENT" and click "Yes" or "No".
If you click "Yes," you are signed up to resume eStatements/eNotices.

Your next periodic statement will be sent electronically and you will be notified by email when the next statement is available.

Where do I find my direct deposit number?

South Carolina Federal's routing (MICR) number is the string of characters that appears at the bottom left of your check (253278401).
To locate your account number:
- The second set of numbers appear on the right side of the check.
- To find your account in Online Banking, click on the corresponding account in Online Banking, then elect Account Information.

How do I set up alerts?

You can set up text alerts on your account by logging into online banking, clicking on "Settings," then "Security and Alerts," then "Alerts." From here you can set up a variety of different alerts. If you want us to send the alerts to your mobile phone, make sure that box is selected.

I want to enroll in Online Banking for the first time. Can I do this on my own?

Yes! Click here to enroll yourself in Online Banking. If you need help enrolling, feel free to call our Contact Center during normal business hours (Monday - Friday: 8:00 am - 6:00 pm) or stop by one of our financial centers and a credit union representative will be happy to assist you.

How do I contact one of your financial centers?

Our financial centers do not have public phone numbers. Please call our Contact Center (800-845-0432) and we'll be happy to help you.

What determines the order in which my accounts are displayed in Online Banking?

Your accounts are displayed first by category, then by alphabetical order within the category. The category order is as follows: checking, loans and credit cards, savings, and investments.

What system settings are required to properly access Online Banking?

The following settings and plug-ins are required to properly access Online Banking:

Configuration: Requirements
Cookies: Enabled (first-and third-party)
JavaScript: Enabled
Min. Screen Resolution: 1024 x 768 pixels
PDF Reader: Compatible1

Where can I find my account number?

The easiest way to find your account number is by viewing your most recent statement.

Which browsers can I use to view Online Banking?

Your Online Banking pages are supported by most modern browsers. In order to ensure the best possible experience, please be sure you are using the most up to date versions of the browsers listed below. Your browser will need both JavaScript and cookies enabled to access and operate within the site.

Windows: Edge, Chrome and Firefox.
MacOS: Chrome and Safari.

If you are not using one of the supported browsers listed above, you may encounter issues within your Online Banking experience. We recommend switching to one of the supported browsers listed above in order to ensure you have an optimal Online Banking experience.

I was locked out, but contacted South Carolina Federal and was able to unlock my account? However, I still am unable to log into the Mobile App? What’s happening?

Please ensure that you have logged into the desktop version of Online Banking before attempting to log into the Mobile App.

Can I see transactions for a different time period?

No. To view a complete list of your transactions, please view your account in Online Banking by visiting https://online.scfederal.org.

Can I see scheduled transfers on my phone?

No. Please log into Online Banking from a computer to view your scheduled transfers.

How many transactions can I see on my phone at a time?

When you select an account name link on the Accounts tab, up to 10 transactions display.

Where can I locate the transaction details?

Within the Transaction History page, the payee name is listed (e.g., Target) along with the date, and amount.

I logged into the Mobile App and had to change screens to look at another app/e-mail/etc.? and now I have to log in again? Can I choose to stay logged in?

No. This is an intended feature of our Mobile app for your security and protection. You will have to log in each time you switch screens.

My session timed out pretty quickly, can I change the timeout value?

Five minutes is the only timeout option. For your security and protection, when there has been no account activity for five minutes, the session times out and display the Mobile Banking log in page with a Session Expired message.

Why do I have to answer security questions within Mobile Banking?

This is an enhanced security feature of Online Banking 2015.

Are my challenge question answers case sensitive?

No, your challenge answers are not case sensitive (e.g., Pine is the same as pine). However, they must be in the same format that was originally used (e.g., 1/2/15 is not the same as 01/02/2015 or Jan 2, 2015). Try to select answers that only you know and ones that you should be able to remember.

Is it safe to bank using the Mobile Banking service?

Yes. To protect your privacy, you are required to authenticate yourself, using the same information from Online Banking, on each individual mobile device. And all communication between your mobile device, wireless provider and the mobile banking server are encrypted. In addition, your passwords, answers to challenge questions and account information are never stored by the mobile device or in the Mobile Banking application.

Can I view pending transactions within Mobile Banking?

Yes. Pending transactions are visible within the Mobile App.

Is a password needed for Mobile Banking?

Yes. From your mobile device, all you need to do is login to Mobile Banking the same as you would Online Banking, using the same log-in information you do for Online Banking. No separate Mobile Banking sign-up is required.

How do I enroll in mobile banking and/or the mobile app?

To enroll in mobile banking:

Click on "Mobile" in the navigation bar
Read and agree to the Terms and Conditions for Mobile Banking
Select the accounts you want to have access to through Mobile Banking (from the Mobile menu, click "My Accounts")
Click "Continue"
Select your time zone
Select the account(s) you wish to access through Mobile Banking and confirm their nicknames; click "Continue".
Enter your mobile phone number; click "Continue"
Enter the activation code we sent to your phone; click "Activate"

How do I make a payment using my phone?

Tap the Payments icon at the bottom of your screen. Then select the action you want.

What does Mobile Banking cost?

Mobile Banking from South Carolina Federal Credit Union is free for members, but you are required to subscribe to a data plan through your wireless provider. You should check with your wireless provider if you aren't sure whether additional fees might apply.

Can I register for Bill Pay on my phone?

Sorry, not at this time. You must access Online Banking using a personal computer, find the "Pay Bills" button and enroll there. Chances are you automatically registered for Bill Pay when you signed up for Online Banking. If so, all you need to do is set up one or more payees (people or companies you want to pay) to get started.

Why can't I access the Bill Pay tab?

The Bill Pay tab is only enabled for users that have signed up for Bill Pay within the Online Banking on a personal computer and have set up one or more payees (people or companies you want to pay). When you are ready to make payments on your phone, selecting the Bill Pay option will open the Make a Payment page.

Can I change accounts on the Transaction History page?

No. Click on "Back," then "Menu" to view transactions for a different account.

I am unable to access my accounts via Mobile Banking?

Please ensure that you have logged into Online Banking first using a computer and have enrolled by clicking on the "Mobile" tab.

Is help available through my mobile device?

For help regarding South Carolina Federal's Mobile Banking product, contact us by phone 843-797-8300 (Charleston) or 800-845-0432 (Nationwide) or contact us. For help regarding your mobile device and/or wireless Internet connectivity, contact your wireless provider.

How do I log out?

When you are ready to log out, just select More at the bottom of your screen, then select "Log Out".

How does Mobile Banking work?

From a mobile device with Web browsing capabilities and an active data plan, all you have to do is open a browser and enter South Carolina Federal Credit Union's URL, scfederal.org to access mobile banking home page. Enter your user ID and password - the same you use for Online Banking - and select the Log In button. No separate or different registration is required. Answer any additional security questions - then select the Continue button to access Mobile Banking. Once logged in, you can:

Access Your Accounts—the Mobile Banking experience is virtually the same as online banking, although on a smaller screen.
Pay Bills—you must first register and set-up your payees / billers on a PC before utilizing bill payment through Mobile Banking.
Make Transfers—you must have more than one account on Online Banking for this functionality to be available on Mobile Banking.

I have a new mobile device and phone number. Will Mobile Banking work on it?

Yes. You can access Mobile Banking from any of your mobile devices, as long as the mobile device has Web browsing capabilities and active data plan through a wireless carrier.

I have disconnected my mobile phone. Will my service continue to work?

For Mobile Banking to work, you must have a mobile device with Web browsing capabilities and active data plan through a wireless carrier.

Is Mobile Banking currently available to all users?

Mobile Banking is available to all users that own mobile devices with Web browsing capabilities and that subscribe to a data plan through their wireless carrier. Please note that you must have an Online Banking login and password to use Mobile Banking.

Which mobile service providers support the mobile app?

The service works on all major mobile providers in the U.S., including but not limited to:

AT&T
T-Mobile
Verizon Wireless

Why does the mobile app need access to my information such as my calendar, etc.?

Our app needs access to the following information on your mobile phone for the following reasons:

Location: The app uses the phone's GPS when searching for ATM or financial center location.
Phone: The support number is in the app under terms and conditions. This permission allows the app to access the phone to make a call.
Camera/Microphone: The camera is used for mobile deposit transactions.
Wi-Fi connection information: Wi-Fi helps with connectivity.

Will I be able to view my linked accounts in addition to my account on mobile banking?

Your cross-accounts will display within Mobile Banking if you have cross-account set up on your accounts. Additionally, you can still access your other accounts by logging out of one account, and logging into another account. Although you may transfer funds to those accounts, the balances are not available to view.

Please note that you will only be able to log into one account per mobile phone, unless you are accessing your accounts from an iPad or using the browser-based mobile tool.

Will Mobile Banking work on my iPad?

Yes. However, IOS 6.0 or higher is required.

Will Mobile Banking work on my mobile phone?

Mobile Banking will work on any mobile device with web browsing capabilities and an active data plan through a wireless carrier.

Can I conduct a principal-only payment on my loan in Online Banking?

No. Please contact us and we will help you with a principal-only payment.

How can I access my tax forms and/or other documents related to eStatements?

In Online Banking, click on desired account (i.e. savings or checking account tile)

Click on "Statements".
Click "Continue".
Click "Tax Form" to view your tax forms OR click "Other Documents" to view your other documents.

How can I enroll in eStatements for the first time?

Click on the account tile you could like to receive eStatements for on the Online Banking home screen.
Click "Online statements" and then "Continue."
Click "Register" to begin the eStatement registration process.
Enter your contact information and click "Next."
Review the eStatement and Disclosure Agreement and if you accept the terms and conditions contained with the Agreement, click the checkbox at the bottom of the page and click "Finish."

You will receive an email confirming your eStatement registration and your account will be activated for eStatements shortly.

Why can’t I see eStatements for the accounts that are linked to my account?

You will only be able to view eStatements for the account that you are signed into on Online Banking.

Why can't I view my eStatements and eNotices?

If you are having problems accessing eStatements/eNotices, it may be because of recent changes to your operating system software, such as upgrades or downloads. This can affect your computer's ability to connect with a secure site. We recommend upgrading to the most recent version of your preferred browser.

Why am I asked to authenticate when making a transfer?

You may be asked to provide additional information such as answers to challenge questions when making transfers. This is a security measure to ensure that you are authorizing the transfer.

I am out of the country and want to check Online Banking. Can I validate my account using EMFA?

Yes - please follow that country's rule for how to enter your phone number and ensure that your phone is supported in that country.

For Guam/Puerto Rico use: +1 and the phone number.
For all other countries use: + and the international phone number.

When will I know that Enhanced Multifactor Authentication is set for my accounts?

You will be prompted to sign up when you log into Online Banking. Follow the instructions to enroll your computer by providing the information requested.

What about Mobile Banking or Mobile App?

Mobile Banking and Mobile App will continue to use challenge questions to confirm your identity.

Why the change to your log-in process?

To meet the suggested guidance of the Federal Financial Institutions Examination Council and to further protect your Online Banking experience.

Can I access my accounts from other computers such as my home, my office or on the road?

Yes, you can access your accounts from any computer.

How will I receive the one time passcode or challenge questions?

If you are using Online Banking via a desktop, you'll receive it either by text or voice call. If you are using Online Banking via the mobile app, web-based app, or mobile banking site, you'll be prompted to answer challenge questions.

Is there a limit to the number of security phones I can have on my account?

You may have up to five security phones on your account.

What information will be required?

You will be prompted for your username and password, as usual. In addition you will be required to provide information that enables us to send you a One-Time Use Passcode (OTP). You will need to have a phone on hand. We recommend that you enroll your personal mobile phone. Enrolling a phone number that is shared with others is not recommended.

What is Enhanced Multifactor Authentication?

Enhanced Multifactor Authentication (EMFA) is a new way of authenticating a person's identity when logging into Online Banking. EMFA means two different types of authentication must be passed—your password and a Onetime Use Passcode (OTP). By using two different factors of authentication, we get a higher assurance that you are the correct intended user.

Will I have to do these steps with all my South Carolina Federal accounts?

Yes, each separate login requires you to go through the enhancement process.

How can I tell if a past transaction is a withdrawal or deposit?

If your transaction was a deposit, it will have a "+" next to it. Your withdrawals will not have a symbol next to them.

How do I register for uChoose Rewards?

Enroll your debit (if you have Premium Checking) at uChooseRewards.com. Points can be redeemed for merchandise, travel, activities and more.

How do I print my transactions and check images?

Print Transactions:

Select the type and dates of account activity that you could like to print within the "Transaction Details" box.
Click "Filter".
Click "File" in the upper left-hand corner of the screen (or press "Ctrl" a.nd "P" on your keyboard).
Click "Print" (default printer is automatically selected).

*To view/print another date range, input desired date range in "Transaction Details" fields located directly above the transaction activity.

Print Check Images:

Click on the account tile for the account you are looking for.
Click the check link that you want to print.
With the check images displayed, select "File," then "Print" from your browser's toolbar.
Select a printer, if needed.
Click the Print button to send the check images to the printer.

Where can I see my check images?

First click on the account tile for the account you are looking for. Scroll down to view your Past Transactions; the check will display as a link, typically with the check number. Simply click the link to view images of the front and back of the check. Click the Close button at the bottom of the window when you are finished.

You may also filter just check transactions by following these steps within Online Banking:

Click on the corresponding account tile.
Under the "Transaction Details" box, select "Checks" as the Type.
Select the dates that you wish to view.
Click "Filter".

How do I change my user ID?

If you are able to log into Online Banking, follow these simple steps to change your username:

Click on "Settings".
Click on "Profile".
Click on "User ID".
Enter your new User ID.
Confirm your new User ID.
Click "Save".

If you are unable to log into Online Banking but would like to change your username, call the Contact Center at:

843-797-8300 (Charleston)
803-738-8300 (Columbia)
843-519-8300 (Florence)
843-545-8300 (Georgetown)
864-406-8300 (Greenville / Spartanburg)
800-845-0432 (Nationwide)

Can I view my personal and business accounts together?

Yes, if you have cross-account access set up. If you would like to set up cross-account access, please visit a local financial center or Contact Us.

How can I pay my bills online?

If you are already registered for Bill Pay, simply click on the "Pay Bills" tab located in the main menu. Not registered for Bill Pay, simply:

Click "Sign up for payments" in the Make a Payment or Bill Pay widget, or
Click on "Bill Pay" in the main menu.
Click "Enroll Now".
Verify the Account Holder Personal Information.
Notify us if you change ANY INFORMATION in the Account Holder Personal Information section.
Verify the Account Information.
Select the "Funding Account" to pay online bills.
Begin paying bills immediately.

I am trying to overnight a check but Bill Pay won’t accept the address I’m entering. What’s happening?

Please add the following address:

Overnight Loan Payments
South Carolina Federal Credit Union
6265 Rivers Avenue
North Charleston, SC 29406

Can I change or cancel a payment in Bill Pay?

You can change or cancel any payment that has not started processing. To change a payment:

Click "Change" next to the payment you want to change.
The "Change Payment" page opens.
Enter the changes you want to make. You can change:
- Date you want the biller to receive the payment.
- Amount of the payment.
- Account from which to make the payment.
Click "Save Changes".
A message informs you that your changes have been made.
Click "Finished" to return to the Payment Center.

If you change a payment that is part of an automatic payment schedule, only the selected payment is changed. You did not change any future payments in the payment schedule. To change all payments in an automatic payment schedule, go to Manage My Bills and change the automatic payment. To cancel a payment:

Click "Cancel" next to the payment you want to cancel. The Cancel Payment page opens.
Click "Cancel Payment".
A message informs you that your payment has been canceled.
Click "Finished" to return to the Payment Center.

Canceled payments will appear in the Recent Payments section of the Payment Center and in the Bill History. If you cancel a payment that is part of an automatic payment schedule, only the selected payment is canceled. You did not cancel any future payments in the payment schedule. To cancel all payments in an automatic payment schedule, go to Manage My Bills and delete the automatic payment.

How do I know if the person or company received my payment?

To determine if the payment has been sent, within Bill Pay:

Look for the payment to move from the Pending Payments section to the Recent Payments section.
If the payment was processed normally, you will see the amount of the payment.
If you canceled the payment, or if it failed during processing, you will see the status of the payment.

You can also check the status of the payment in Bill History:

If the status is Paid, the payment has been sent to the biller.
In some cases, you may see the date when the biller posted the payment to your account.

Utilize Bill Reminders:

You can select an option to receive an e-mail message when the payment is sent.
The message contains any posting information that the biller sends us.
You can always contact your biller directly regarding payments to your account.

Who can I pay with Bill Pay?

You can pay anyone in the United States that you would normally pay by check or automatic debit. You can pay large companies and small companies, as well as individuals such as child care providers or a family member.

When you pay a bill, Bill Pay sends the payment electronically whenever possible. If the company or person cannot receive electronic payments, Bill Pay will print a check from your account and send it to the address you provide. Changing the Biller - If you made a payment to the wrong biller, you can cancel the incorrect payment and make another one to the correct biller.

Changing the Account - You can only change the payment account to another confirmed account. You cannot change the payment account to an unconfirmed account.
Changing a Processed Payment - If the payment has started processing, or if the status is Paid, call the biller's customer service. For more information, see the FAQs for Managing Payment Problems.

How do I add account nicknames?

Once you've logged into Online Banking, follow these steps to add account nicknames:

Click on "Settings"
Click on "Accounts"
Select the account you want to nickname
Enter your account nickname

What balances are being displayed for each of my accounts?

You will see the available balances for each of your deposit accounts (checking, savings, etc.). You will see current balances for each of your loan products (credit cards, auto loans, etc.) and certificates.

Your current balance is the amount of money in your account at the beginning of a business day. This amount does not include any pending deposits or withdrawals.

Your available balance is your current balance minus any pending debit card transactions and any holds.

To view both your available and current balance, click on the account tile for the corresponding account and click "Account Info."

How do I access my other accounts through Online Banking?

Your accounts from other member numbers will display within Online Banking if you have cross-account access set up on your accounts. Please visit your financial center for more information about cross-account access. Additionally, you can still access your other accounts by logging out of one account, and logging into another account.

You may also access your other accounts by utilizing the Mobile Banking website. To get the link to the Mobile Banking website, follow these steps within Online Banking:

Click on "Mobile".
Click on "Get a link to the Mobile Banking website" from the drop-down menu.
Click "Go".

The link to the Mobile Banking website will be sent to your selected mobile device.

Please note that you will only be able to log into one account per mobile phone, unless you are accessing your accounts from an iPad.

How do I update my security questions?

To update your security phone number in Online Banking, follow these simple steps:

Click on "Settings".
Click on "Security and Alerts".
Click on "Security Questions".
Choose security questions.
Enter your answers in the space provided.
Click "Save".

What happens if I forget my username?

If you forget your username, you need to call the Contact Center at:

843-797-8300 (Charleston)
803-738-8300 (Columbia)
843-519-8300 (Florence)
843-545-8300 (Georgetown)
864-406-8300 (Greenville / Spartanburg)
800-845-0432 (Nationwide)

If I forget my password, what do I do?

If you forget your password, click on "I forgot my password" and follow the steps. If you are still unable to log in, please call our Contact Center for assistance.

Digital Wallet

What is a digital wallet?

Digital wallets are apps housed on your mobile device. They allow you to store your credit and debit card information and to securely pay for transactions. A digital wallet can be used on your phone, tablet, or smartwatch.

Where can I use my digital wallet?

You can use your digital wallet to make payments anywhere you see the symbol for Apple Pay^®, Google Pay™ or Samsung Pay.

Does it cost anything to use a digital wallet?

There is no additional cost for using your digital wallet. Message and data rates may apply, depending on your data plan.

What South Carolina Federal Credit Union cards can I use with digital wallet?

All South Carolina Federal Credit Union Mastercard^® debit and credit cards can be used with a digital wallet.

My card could not be verified. What do I do next?

Please call us during business hours at (800) 845-0432 so we can assist.

Online Banking

What is my username?

If you forget your User ID, please call our Contact Center 800-845-0432 for assistance.

How do I unlock my account?

If you are unable to access Online Banking, try using the Forgotten Password Reset feature.

You will be asked to enter:

Your User ID.
Select your phone and notification method.
You will then be prompted to create a new password.

If you still unable to access Online Banking, you may be locked out.

To have your account reset:
Visit a local financial center or Contact Us.

How do I reset my password?

My CreditScore

What is My Credit Score?

This is a comprehensive credit score program offered by South Carolina Federal that helps you stay on top of your credit. Upon enrollment, you get instant access to your credit score, credit report, personalized money-saving offers, and financial education tips on how to improve your score or maintain an already great score.

It also monitors your credit report daily and informs you by email if there are any big changes detected such as: a new account being opened, change in address or employment, a delinquency has been reported, or an inquiry has been made.

Will accessing my credit score "ping" my credit and potentially lower my credit score?

No. Checking your credit score is a soft inquiry, which does not affect your credit score. Lenders use hard inquiries to make decisions about your credit worthiness when you apply for loans.

Is there a fee?

No. Accessing your credit score is free and no credit card information is required to register.

Is my financial information secure?

This service uses bank-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.

Does this service offer credit report monitoring as well?

Yes. It will monitor and send email alerts when there’s been a change to your credit profile.

Mortgage

How can I pre-qualify for a mortgage?

Here’s what you need:

Approximate purchase amount of property.
Mortgage loan type.
Gross monthly income (before taxes).
Down Payment Amount.
Total monthly debts (excluding credit cards).
Total current balances on all credit cards.

How to prequalify:

Visit our <link to Mortgage website>.
Choose "Home Loan Basics", then click on "Purchasing a Home".
Select the "Purchase Calculators" link and you will arrive on this page.

Prequalification letters can be obtained by contacting our Mortgage Department or calling 843-569-5145.

Member Information

Where can I find tax documents?

Mortgage (1098): You can find this form inside online banking. Select the Mortgage account, the Statements, and choose the 1098 Tax Form from the drop-down menu.
Investment Solutions: If you work with an Investment Solutions Advisor, you can find your tax form in your online account.
Savings dividends (1099 INT): You can find this inside Online Banking. Just open Savings, then Online Statements to find your tax document.
If you are enrolled in e-statements, it will not be mailed to you.
You will only be issued this form if you received dividends over $10.
1099R, 1099Q, and 5498 statements are mailed to members.

What is the routing number?

253278401

What happens if I forget my User ID Password?

If you forget your password, you can use the Forgotten Password Tool located just under the log-in area. This tool can also help you should your account be locked out due to too many invalid login attempts.

If you forget your User ID, please call our Contact Center (800-845-0432) for assistance.

What is my account number?

Your account number can be found by clicking on the corresponding account in Online Banking, then select "Account Information".

What is my balance?

Login to Online Banking to set up a text alert. When you text "BAL" to 898265, we will reply with a message containing the balances of all your checking, savings and any other accounts.

Loans

Where do I send my loan payoff?

South Carolina Federal Credit Union
P.O. Box 62349
North Charleston, SC 29419-2349

What is my loan payoff amount?

A payoff quote is available for all loans and will include accrued interest and the daily per diem.

Auto, boat, recreational vehicle, credit cards or personal loans:

To obtain today's payoff or a 10 business day payoff quote:
• Visit a local financial center.
• Contact Us.
Any overage of your payoff will be deposited into your savings account or returned to you in an overpayment check.

First Mortgage:
Contact Dovenmuehle at (877) 636-9534
Second Mortgage/HELOC:

Fax payoff request to Fulfillment at (843) 737-7400. Request must include:

Member Name.
Member Social Security Number.
Account Number.
Payoff (good through) date.
Return Fax Number.
Copy of a signed authorization of release form from member requesting this information.
Once payoff is given, Second Mortgage/HELOC will be locked and no advances can be taken.

Or visit a local financial center.

How do I get help on my past due loan?

If you would like to make short term payment arrangements, you may also contact our Loss Prevention Team at (843) 569-5045 or (800) 845-0349.

How long will it take to get my title?

Titles are released once the loan balance is satisfied:

For loans paid off by certified funds (cashier’s check, cash or money order), the title will be mailed within 48 business hours of receiving Release Form.
For loans paid off with a personal check, the title will be mailed within 7-10 business days.
Third Party releases take up to 5 days.

How is interest accrued on my loan?

Our loans are calculated with simple interest.

Simple interest is the calculation of daily accrued interest on your principal loan balance.
Interest accrues from the date of your last payment through the date of the next received payment.
If a payment is received 29 days from the last payment, there will be 29 days of interest charged on the unpaid principal balance of the loan. The remainder of the loan payment is credited to principal and reduces the unpaid principal balance on the loan.

For example, a $25,000 loan at a 7% interest rate would be calculated using the formula (Principal Balance x rate)/ 365 days:
$25,000 x 7% =$1,750
$1,750/365 days = $4.80 per day

As the principal balance is paid down, the daily interest will decrease as well.

What information is needed for a loan application?

For all loan requests you will be asked to provide personal information:

Name of each applicant.
Physical Address (P.O. Box does not apply).
Length of time at address.
Contact Phone Number.
E-mail Address.
Social Security number.
Date of Birth.
Income Information.
Name of current Employer.
Address and Phone Number of Employer.
Length of Employment.
Salary.
Position Held.
Other applicable income (Retirement, Pension, Disability, Court-Ordered Child Support).
Current mortgage or rent obligations.
Name and phone number of nearest relative not living with you.
Reason for loan application.

To apply now:
Get started with an online loan inquiry, visit a local financial center or Contact Us.

When is my loan payment due?

Loan payment due dates are generally 30-45 days from the loan closing date. The payment due date is notated in your loan documents and agreed upon before disbursement of your loan. Due dates and loan payment amounts can also be viewed through Online Banking, Mobile Banking or statements.

Can my loan be transferred to another individual?

Loans cannot be transferred; however you can sell your vehicle to another individual. For more information on how to sell your vehicle visit www.scdmvonline.com.

What title and tax fees may apply to my loan?

For the current auto fee schedule, please visit the South Carolina DMV website at http://www.scdmvonline.com
For the current boat fee schedule, please visit the South Carolina DNR website at https://www.dnr.sc.gov//boating/Titling_and_Registration/Fees.html
South Carolina sales tax is generally 5% of the sale price with a maximum of $300. To calculate sales tax, use the calculator link below http://www.convertit.com/Go/ConvertIt/Calculators/Finance/Sales_Tax_Calc.ASP

What vehicle information do I need before I apply?

For all vehicle loan requests you will be asked to provide the following information:

Year.
Make, model, and vehicle identification number.
Mileage.
Additional equipment or options.
A copy of the purchase agreement or bill of sale will be required at or prior to loan closing
For all unsecured loan requests over $10,000 a Personal Financial Statement will need to be completed.

To apply now:
Get started with an online loan inquiry, visit a local financial center or Contact Us.

Will I receive a statement for my loan?

Monthly statements will be issued at the beginning of each month if the loan account:

Has a checking or a savings account with monthly debits or credits,
Has a Money Market, or
Quarterly statements will be issued for all other loan accounts.

Current loan information will always be available through Online Banking or Mobile Banking.

Can I purchase a vehicle out-of-state or online?

Vehicles can be purchased out-of-state and online.

To determine eligibility, an application must be submitted with all buyer and vehicle information in addition to:

Name of dealership or individual.
Current vehicle financing institution or a clear title.
State vehicle is currently registered in.
Certain documents may be required but are not limited to the following:
Titling Approval Letter.
Original Title.
Supporting Titling Documents.
Copy of Buyer’s Order with account number.
Form 400.
Power Of Attorney (signed by buyer).
Property tax receipt or current registration card.
DMV titling fees.

All South Carolina DMV forms may be printed from www.scdmvonline.com.
To apply now, visit a local financial center or Contact Us.

Investments

How do I make an IRA contribution or withdrawal?

Contributions can be made with a check or transfer from a South Carolina Federal account. Contributions and withdrawals must be accompanied by a written request.

The written request for contributions must include the following information:

Name
Debiting Account Number
Depositing Account Number
Contribution amount
Signature

Between Jan. 1st and April 15th (tax deadline) contribution instructions should specify “Previous Year”, otherwise the contribution will apply to the current year.
Direct transfers and allocations are applied to the current year.
The written request for withdrawals must include the following information:

Name
Withdrawal Amount
Specified Federal tax withholding amount (none, 10%, or higher).
If a withholding amount is not provided, the Credit Union is required to withhold the max 10%.
IRS penalties, if applicable, will not be withheld; penalties are paid when tax returns are filed.
Signature

For Direct Transfers or Rollovers, contact the receiving financial institution to initiate the transfer and paperwork; once paperwork is received, we will disburse funds.
IRA contributions and withdrawals can be completed via mail, fax, or in a local financial center.

What is the early Share Certificate withdrawal penalty?

To withdraw your Share Certificate before maturity, please visit a financial center location or fax your request to the Contact Center.

The penalty for a 3 month through 12 month certificate is 90 days worth of dividends.
For terms of more than 12 months through 24 months, the penalty is 180 days worth of dividends.
For terms greater than 24 months, the penalty is 360 days worth of dividends.

Insurance

Is additional insurance available for my auto loan?

Credit Life Insurance and Credit Disability Insurance is offered on loans.

Credit Life Insurance:

Pays off or reduces the outstanding loan balance up to the coverage limit if you die while insured.
Available on consumer loans and credit cards up to $50,000 and 180 months.
Low cost coverage with 30-day free look.
Available through 69 years of age, terminating at age 70.
Available for primary and/or joint owners on the loan.

Credit Disability Insurance.

Makes the loan payment up to the maximum coverage limits should you become totally disabled due to sickness or injury while insured.
Available on all consumer loans and credit cards up to $50,000 and 120 months.
Low cost coverage with a 30-day free look.
Available through 65 years of age, terminating at age 66.
Available for primary and/or joint owners on the loan.

To add Credit Life and/or Credit Disability to a new or existing loan, visit a local financial center or Contact Us

Is extra protection available for my auto loan?

Extra protection is available for auto loans:
Guaranteed Asset Protection (GAP)

Relieves you of the responsibility for the remainder of the loan balance that the primary insurance carrier does not cover due to a totaled or stolen vehicle.
Available on auto loans financed up to $100,000 and 84 months.
Maximum GAP loss payout up to $50,000.
Available on motorcycle, ATV, and Jet Ski loans financed up to $50,000 and 120 months.
Low cost protection with a 60-day free look.

Mechanical Breakdown Protection (MBP)

Extends coverage to virtually all mechanical and electrical components of your vehicle in addition to the manufacturer’s warranty.
Available on new and pre-owned vehicles.
Cost and coverage vary based on collateral information.
Transferrable coverage.
Choose from Ultimate Guard, Preferred Guard, and Classic Guard.

To add GAP or MBP to a new or existing loan, visit a local financial center or Contact Us.

Do you offer automobile insurance?

As a member of South Carolina Federal Credit Union, you may qualify for discounted auto insurance. We have worked with MetLife Auto & Home to screen the top insurance carriers and identify the most competitive rates available,

Up to 15% member discount.
Extra savings with a superior driving discount.
Extra convenience with easy automatic billing.
The ability to switch and save NOW - no need to wait until your current policy expires.

If you are not receiving a discount on auto insurance, please call the MetLife member's hotline now at 877-491-5087.

eStatements

How do I discontinue or resume eStatements and eNotices?

To discontinue eStatements/eNotices:
In Online Banking, click on desired account (i.e. savings or checking account tile)

Click on "Statements".
Click "Continue".
Click "Settings".
Click “Discontinue/Resume accounts”.
Check the box under “Discontinue” and click "Submit".

EStatements/eNotices are now canceled and you will resume receiving paper statements through U.S. Mail. This affects ONLY eStatements/eNotices and DOES NOT affect your actual account access.

To resume eStatements/eNotices:
In Online Banking, click on desired account (i.e. savings or checking account tile)

Click on Statements.
Click "Continue".
Click "Settings".
Click "Discontinue/Resume accounts".
Check the box under “Resume” and click "Submit".
Please read over the “SOUTH CAROLINA FEDERAL CREDIT UNION ELECTRONIC STATEMENT ("eStatements/eNotices") AND DISCLOSURE AGREEMENT” and click “Yes” or “No.”
If you click “Yes,” you are signed up to resume eStatements/eNotices.
Your next periodic statement will be sent electronically. You will be notified by email when the next statement is available.

Checking, Savings and Investments

How do I complete a bank-to-bank wire transfer?

What we offer:

Bank-to-bank wire transfers.
A bank-to-bank wire takes 8 to 24 hours to process.
Ability to send or receive funds.
Wire transfer fees may vary, please refer to our Rate and Fee schedule.

What you will need to send a wire transfer:

Provide us with the corresponding bank's routing number and the account number.

What you will need to receive a wire transfer:

Please contact the sending financial institution with your South Carolina Federal account number and routing number.

To send a bank-to-bank wire transfer:

Visit a local financial center or Contact Us.
Download the incoming wire transfer form here.
For outgoing wire transfers, click here.

How do I open an account?

Things to keep in mind as you begin the application process:

It will take about 10 minutes to open and fund your new account. What you will need:

A valid driver's license
Previous home address (if you have lived at your home address for less than two years)
U.S. Social Security Number or ITIN
U.S. checking account or credit/debit card to fund the account
You must be a U.S. citizen or a U.S. resident alien

The following accounts require personal attention, specific documentation and are not opened online: Trust, Individual Retirement Accounts (IRAs), Business, Teen accounts and Kids Savings accounts. Please visit a local financial center or Contact Us for assistance with these accounts.²
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How do I close my account?

If you wish to close your account, we ask that you visit a local financial center or Contact Us.

Please be advised, your account cannot be closed if you have an open credit card and/or loan with a balance. If the credit card and/or loan are paid in full, but still open, you will still need to sign documents to close those accounts.

South Carolina Federal designs its products and services to stay one step ahead of members’ needs. If you plan to close your account due to relocation, please keep in mind that we offer 24/7 access to your accounts via Online Banking, Phone Banking, Mobile Banking, Text Banking and mobile apps.

How do I set up Direct Deposit?

Electronically placing your paycheck, pension, Social Security, or other regular monthly income into your checking, savings, or money market account.

There is no charge for having a direct deposit.
Supply the following information on the direct deposit form to your income provider:

Complete account number.
South Carolina Federal Credit Union’s routing number: 253278401.

What are my deposit options?

Download the Direct deposit form here (PDF).
Remote deposit via Mobile Banking.*
Visit a financial center during business hours or through the night drop deposit box on the side of every financial center building.
Deposit at any South Carolina Federal ATM.
Mail it to us (please include your account number) at:
South Carolina Federal Credit Union
PO Box 190012
North Charleston SC 29419-9012
Phone transfer - call (800)845-0432 and make a money transfer through ACI Payments, Inc.
Bank-to-bank wire transfer.

Checking

How do I create a stop payment?

To place a stop payment through Online Banking:

Login into Online Banking.
Click on the corresponding checking account tile.
Click on "Stop payments".
Enter the check number (or range of check numbers) to be stopped, check date, amount, and reason
Click "Review".

What is Courtesy Pay and how does it work?

Courtesy Pay is a non‐contractual courtesy (not a loan) that may or may not pay items from a checking account when funds are not available.

We pay overdrafts using Courtesy Pay at our discretion.
We do not guarantee that we will always authorize and pay any type of transaction.
If we do not authorize and pay an overdraft, your transaction will be decline.
A Courtesy Pay (Paid NSF) fee will be charged each time an overdraft is paid. (see Fee Schedule)
If your account is overdrawn for five or more consecutive business days, an additional fee may apply. (see Fee Schedule)
There is no limit on the total fees that can be charged when you overdraw your account.

Three levels of Courtesy Pay are available:

Premium Courtesy Pay - Attempts to cover all items (ACH, Checks, one time debit card and ATM transactions).
Standard Courtesy Pay - Attempts to cover Checks, ACH, and Online Bill Pay only.
Opt-Out of Courtesy Pay - Nothing is covered.

To add or remove Courtesy Pay from your checking account, visit a local financial center or Contact Us.

What is Overdraft Protection?

Overdraft Protection is a service to help prevent returned checks and overdrafts on your checking account.

How it works:

Available funds from your savings, checking, money market, credit card, or line of credit (PAL or HELOC) are automatically transferred to your checking account in the event of an overdraft.
Fees may apply for overdraft transfers. (See Fee Schedule)

To set an existing account as Overdraft Protection or request Overdraft Protection:
Visit a local financial center or Contact Us.

How do I withdraw money from my checking?

There are several ways to withdraw from your account including:

Online Banking, Phone Banking at 843-797-8255 or toll free at 800-845-8355, and Mobile Banking to transfer between South Carolina Federal accounts.
Bill Pay to pay bills.
Cash withdrawals or transfers between accounts from South Carolina Federal ATMs, AllPoint ATM Locator and with your MasterCard^® debit card.
Non-South Carolina Federal ATM withdrawals are subject to foreign ATM fees.
Bank wire transfers.
Conduct transactions at a local financial center.

How can I avoid overdrafting my account?

Here are some tools to help you stay on top of your finances and avoid overdrafts:

Budget: Check out our budgeting tips here to help you make better financial decisions.
Enroll in Direct Deposit: Direct Deposit lets you receive your paychecks faster and helps ensure you have the money you need, when you need it.
Enroll in Online Banking: Check your balances and account history, schedule transfers, receive mobile account alerts and deposit checks through Remote Deposit; all through the convenience of Online Banking.

Zelle®

What is Zelle®?

Zelle^® is a fast, safe, and easy way to send money to people you know and trust, typically within in minutes³.

Who can I send money to with Zelle®?

Zelle^® is a great way to send money to family, friends, and people you are familiar with such as your personal trainer, babysitter, or neighbor².

Since money is sent directly from your South Carolina Federal account to another person’s bank account within minutes³, Zelle^® should only be used to send money to friends, family, and others you trust.

If you don’t know the person or aren’t sure you will get what you paid for (for example, items bought from an online bidding or sales site), you should not use Zelle^®. These transactions are potentially high risk (just like sending cash to a person you don’t know is high risk).

Neither South Carolina Federal nor Zelle^® offers a protection program for any authorized payments made with Zelle^® – for example, if you do not receive the item you paid for or the item is not as described or as you expected.

How do I use Zelle®?

You can send, request, or receive money with Zelle^®.

To get started, navigate to "Pay Bills" in Online Banking or "Transfer and Pay" in Mobile Banking and select "Send Money with Zelle^®". Accept terms and conditions, enter your email address or U.S. mobile phone number, receive a one-time verification code, enter it, and you are ready to start sending and receiving with Zelle^®.
To send money using Zelle^®, simply add a trusted recipient's email address or U.S. mobile phone number, enter the amount you would like to send and an optional note, review, then hit "Send." In most cases, the money is available to your recipient in minutes³.
To request money using Zelle^®, choose "Request," select the individual(s) from whom you would like to request money, enter the amount you would like to request, include an optional note, review and hit "Request"⁴.
To receive money, just share your enrolled email address or U.S. mobile phone number with a friend and ask them to send you money with Zelle^®.

Someone sent me money with Zelle®. How do I receive it?

If you have already enrolled with Zelle^®, you do not need to take any further action. The money will move directly into your bank account, typically within minutes³.

If you have not yet enrolled with Zelle^®, follow these steps:

Click on the link provided in the payment notification you received via email or text message.
Select South Carolina Federal.
Follow the instructions provided on the page to enroll and receive your payment. Pay attention to the email address or U.S. mobile number where you received the payment notification - you should enroll with Zelle^® using that email address or U.S. mobile number where you received the notification to ensure you receive your money.

Are there any fees to send money using Zelle®?

South Carolina Federal does not charge fees to send or receive money with Zelle^®, but there is a stop payment fee to cancel a Zelle^® transaction that is still pending; please refer to the stop payment fee in our Fee Schedule. If the recipient doesn’t enroll with Zelle^® within 14 days, the payment will naturally expire, the funds will be returned to your account and no fees will be assessed.

What types of payments can I make with Zelle®?

Zelle^® is a great way to send money to family, friends, and people you are familiar with such as your personal trainer, babysitter or neighbor².

Since money is sent directly from your bank account to another person's bank account within minutes³, Zelle^® should only be used to send money to friends, family and others you trust.

Neither South Carolina Federal nor Zelle^® offers a protection program for any authorized payments made with Zelle^® – for example, if you do not receive the item you paid for or the item is not as described or as you expected.

Are there any fees to send money using Zelle®?

How do I get started?

It's easy — Zelle^® is already available within Online Banking through "Pay Bills" and Mobile Banking through "Transfer and Pay"! Check our app or log into Online Banking and follow a few simple steps to enroll with Zelle^® today.

What if I want to send money to someone whose financial institution does not offer Zelle®?

You can find a full list of banks and credit unions participating in Zelle^® here.

If your recipient's financial institution is not on the list, do not worry! The list of participating financial institutions is always growing, and your recipient can still use Zelle^® by downloading the Zelle^®app for Android and iOS.

To enroll with the Zelle^® app, your recipient will enter their basic contact information, an email address and U.S. mobile number, and a Visa^® or Mastercard^® debit card with a U.S. based account (does not include U.S. territories). Zelle^® does not accept debit cards associated with international deposit accounts or any credit cards.

How does Zelle® work?

When you enroll with Zelle^® in Online or Mobile Banking, your name, South Carolina Federal's name, and the email address or U.S. mobile number you enrolled with is shared with Zelle^® (no sensitive account details are shared – those stay with South Carolina Federal).

When someone sends money to your enrolled email address or U.S. mobile number, Zelle^® looks up the email address or mobile number in its "directory" and notifies South Carolina Federal of the incoming payment. South Carolina Federal then directs the payment into your account, all while keeping your sensitive account details private.

Can I use Zelle® internationally?

In order to use Zelle^®, the sender and recipient's bank accounts must be based in the U.S.

Can I cancel a payment?

You can only cancel a payment if the person you sent money to has not yet enrolled with Zelle^®. To check whether the payment is still pending because the recipient has not yet enrolled, you can go to your activity page, choose the payment you want to cancel, and then select "Cancel This Payment."

If the person you sent money to has already enrolled with Zelle^®, the money is sent directly to their bank account and cannot be canceled. This is why it is important to only send money to people you trust, and always ensure you have used the correct email address or U.S. mobile number when sending money.

If you sent money to the wrong person, we recommend contacting the recipient and requesting the money back. If you are not able to get your money back, please call South Carolina Federal at 800-845-0432 so we can help you.

Scheduled or recurring payments sent directly to your recipient’s account number (instead of an email address or mobile number) are made available by South Carolina Federal but are a separate service from Zelle^® and can take 1 – 3 business days to process.

You can cancel a payment that is scheduled in advance if the money has not already been deducted from your account.

How much money can I send with Zelle®?

To view the amount of money you can send with Zelle^®, navigate to the "Send" screen, select a recipient, and click on "Limits."

How long does it take to receive money with Zelle®?

Money sent with Zelle^® is typically available to an enrolled recipient within minutes³.

If you send money to someone who is not enrolled with Zelle^®, they will receive a notification prompting them to enroll. After enrollment, the money will be available in your recipient's account, and will be available typically within minutes³.

If your payment is pending, we recommend confirming that the person you sent money to has enrolled with Zelle^® and that you entered the correct email address or U.S. mobile phone number.

If you are waiting to receive money, you should check to see if you have received a payment notification via email or text message. If you have not received a payment notification, we recommend following up with the sender to confirm they entered the correct email address or U.S. mobile phone number.

Still having trouble? Please contact us at 800-845-0432.

Will the person I send money to be notified?

Yes! They will receive a notification via email or text message.

Is my information secure?

Keeping your money and information safe is a top priority for South Carolina Federal. When you use Zelle^® within Online or Mobile Banking, your information is protected with the same technology we use to keep your account safe.

I'm unsure about using Zelle® to pay someone I do not know. What should I do?

If you do not know the person, or are not sure you will get what you paid for (for example, items bought from an online bidding or sales site), you should not use Zelle^® for these types of transactions.

These transactions are potentially high risk (just like sending cash to a person you do not know is high risk). Neither South Carolina Federal nor Zelle^® offers a protection program for any authorized payments made with Zelle^® – for example, if you do not receive the item you paid for or the item is not as described or as you expected.

What if I get an error message when I try to enroll an email address or U.S. mobile number?

Your email address or U.S. mobile phone number may already be enrolled with Zelle^® at another bank or credit union. Call us at 800-845-0432 and ask to move your email address or U.S. mobile phone number to South Carolina Federal so you can use it for Zelle^®.

Once we move your email address or U.S. mobile phone number, it will be connected to your South Carolina Federal account so you can start sending and receiving money with Zelle^® through Online or Mobile Banking. Please call us at 800-845-0432 for help.

Business Services

Can I open a Share Certificate on my business account?

We offer certificates, available on business accounts:

Regular certificates are opened with a minimum of $500.
Jumbo certificates are opened with a minimum of $50,000.
Terms range from 3 months to 60 months.
Rates are subject to change at any time and vary based on your balance and term.

To open a certificate now, visit a local financial center or Contact Us.

What documents are required to open a business savings or checking?

PDF: Required forms of ID

How does my business debit card earn uChoose Rewards?

What we offer:

Points are earned on signature-based transactions only.
MasterCard^® Business Debit Card holders will earn 1 point for every $5 dollars on all signature-based transactions.
Points can be redeemed at www.uChooserewards.com.
Points are redeemable for up to 5 years from the date of purchase.
Each debit card on the business account will receive points for signature-based transactions.

What to expect:

You will need your 16-digit business debit card number.
Initial log in- you will be registering the card (the last 4 of the EIN/TIN will be required).
You will be asked to create a User ID and new password.
If you have already earned points, you will see your totals.
uChoose Rewards will keep track of your points for you.
Points are posted between the 15th and the 25th of the following month.

To receive your card today, visit a local financial center or Contact Us to request a card by mail.

How can I accept debit and credit card processing at my business?

We have partnered with Clover^® Business Solutions to give our member’s the ability to accept debit and credit cards as forms of payment. Funds are deposited directly into the business checking account within 72 hours of the transaction. All major cards are accepted.
How to get started:

Contact us
A Clover^® representative will contact you regarding your application and answer any additional questions you may have.

Can I have a debit card for my business account?

We offer Mastercard^® Business Debit Cards are valid anywhere Mastercard^® is accepted.

Up to 10 cards on one account.
Access to your funds at any ATM location.
Earn uChoose Rewards points.
Maximum of 20 transactions per day.
Unlimited dollar amount.
Maximum $500 ATM withdrawal within 24 hours.

What you will need:
• A business checking account.
To receive your card today, visit a local financial center or Contact Us to request a card by mail.

What other business banking services do you offer?

What we offer:

Transaction history to include; balances, deposits, cleared checks or dividends.
Transfer funds between accounts.
Make loan payment.
Account research.
Stop Payments.
Multiple users within a company to have assigned levels of access and authority.
Initiate wire transfers.
ACH capability for Business Members who qualify (Direct debit/credit to other accounts).
Scheduled transfers.
Quicken and Quick Books compatibility.
Pay Bills.

How do I change signers on a business account?

What we offer:

Points are earned on signature-based transactions only.
MasterCard^® Business Debit Card holders will earn 1 point for every $5 dollars on all signature-based transactions.
Points can be redeemed at www.uChooserewards.com.
Points are redeemable for up to 5 years from the date of purchase.
Each debit card on the business account will receive points for signature-based transactions.

What to expect:

You will need your 16-digit business debit card number.
Initial log in- you will be registering the card (the last 4 of the EIN/TIN will be required).
You will be asked to create a User ID and new password.
If you have already earned points, you will see your totals.
uChoose Rewards will keep track of your points for you.
Points are posted between the 15th and the 25th of the following month.

To receive your card today, visit a local financial center or Contact Us to request a card by mail.

How do I order checks and deposit slips?

What you need:

ABA/Routing Transit number, 253278401.
For check reorders, be sure to have the complete checking account number.
Business accounts require specific deposit slips for check deposits.

What to do:

For your first order, visit a local financial center or contact our check provider, Harland Clarke, directly at 888-784-5296.
Reorders can be placed through Online Banking.

Visit a local financial center or Contact Us.

How do I access my business account online?

What you will need:

Complete the form Online Business Banking Manger Designation Form and take it to the nearest financial center.
User ID
User password

Access for log in is at the top of this screen.
If you do not have your log in credentials or need help logging in, please contact us at 800-845-0432.

Appointments

Can I reschedule my appointment?

To reschedule your appointment for a different date or time, new appointment type, or a different Financial Center, please cancel your existing appointment and schedule a new one.

Can I schedule an appointment for today or tomorrow?

We want to make sure you have an outstanding experience with your appointment. To do that, we ask that appointments are scheduled at least one hour in advance to give our representatives an opportunity to prepare for your appointment. If your need is more urgent, please call us or visit any one of our Financial Centers and we would be happy to help you. Members without an appointment are served on a first-come first-served basis.

Can I still come in without an appointment?

Yes. Any one of our Financial Centers would be happy to help you. Members without an appointment are served on a first-come first-served basis.

How do I know if my appointment has been confirmed?

Look for an email confirmation and text message if you selected "SMS Text Alerts".

How long will my appointment last?

For each of our appointments, we block out 30 minutes or an hour especially for you. Most appointments last 30-45 minutes.

How will you contact me?

We will e-mail you a confirmation of your appointment and send updates to keep you informed on the status of your appointment. We may contact you by phone if we have any questions prior to your visit.

May I schedule an appointment with a specific representative?

Yes, you have the option to select any available resource or specific employee.

What are the advantages of scheduling an appointment online?

Appointments are designed for your benefit. By scheduling an appointment online, we will have a Financial Center Representative ready and waiting for you at your selected date and time to discuss your financial needs. No waiting for a representative to assist you.

What do I need to bring to an appointment?

Visit this page for information about how to prepare for an appointment.

What if I am late for my appointment?

We have a 15 minute no-show rule. If you do not contact us to let us know that you are going to be late, then your appointment will be canceled and our representatives will have to move on to the next member.

What information is required to make an appointment?

We ask for your name, e-mail address, the best phone number to contact you, and whether or not you are an existing member.

What should I do if I miss my appointment?

We are always happy to help you. If you are unable to keep your appointment, please cancel and reschedule. You are welcome to call us 8 a.m. - 6 p.m. Monday-Friday (800-845-0432), or stop by any of our Financial Centers during regular business hours for first-come first-serve basis.

What should I do if the appointment type I need isn’t an option?

Please select the appointment type most closely associated with your needs and include any relevant notes in the Additional Information section of your appointment.

What should I bring with me to my appointment?

Please bring your most recent and accurate drivers license or government-issued ID, your current account information (if applicable), and any relevant information that may help us serve you. Visit this page for information about how to prepare for an appointment.

Business ACH Transactions

What should I know about protecting my ACH transactions?

Test Title

Business email compromise scams (BEC) are on the rise. Scammers know businesses rely on emails to conduct day to day business making them unique and lucrative targets for these types of scams. This type of scam can affect businesses of any type or size.

The results of these attacks can be financially devastating and can cause lasting reputation concerns.

What does the scam look like?

Scammers use a variety of avenues including:

Sending updated payment instructions (address, wiring instructions) that appear to come from a regularly paid vendor.
Sending out a request for a fake payment or gift card purchase from a company executive.
Takeover of your email account.
- This allows a scammer to redirect legitimate emails so you don't see them, reset passwords to sites including mobile phone providers, and bank accounts.

How to protect yourself?

Examine incoming messages:
- Don't click on any links within emails or text messages. Type in the address to the website of the vendor, retailer, or creditor directly into your browser.
- Click on the sender information of an email; things that appear to come from legitimate vendors may in fact come from other illegitimate sources.
- Never download attachments from individuals you do not know.
Set up multi-factor authentication on any account that offers including mobile phone and email accounts.
Verify any changes to contact info or payment instructions by phone before paying.
Use a unique password, not repeated anywhere else just for your email.
Regularly check archive folders, rules, trash, and sent folders to ensure nothing is amiss.
Protect yourself with a cyber insurance policy.
Invest in anti-virus software that can alert you to suspicious emails and websites.
Do not share personal information on social media including answering quizzes or questions about favorite things. Many of these quizzes share answers to security questions that you have set up.
Educate your staff on business email compromises.

What do if you are a victim of BEC?

Contact your financial institution immediately to lock down your accounts.
They can also assist in contacting the FBI Recovery Asset Team and the Financial Institution where the fraudulent funds were sent. The first 24 hours are critical.
- You or your financial institution need to file a complaint with the FBI's Internet Crime Center (ic3.gov)
Contact your insurance company if you have a cyber insurance policy.
Reset your email password.
Begin investigating how the compromise occurred.
Document everything in case it is needed by your financial institution or the authorities.

Were any changes made to Online Banking and/or the Mobile Banking app?

No. Our Online Banking platform and mobile app remain the same.

Has my Online Banking login changed?

No. You will use the same username and password to access your accounts at any time.

How do I log into Online Banking now that the new site is live?

The Online Banking login remains at the top of every page; you will now find it in the righthand corner. It is a button that will display login fields after you click "log in," and you will enter your same login credentials to access your accounts.

Why did you get a new website?

As times and technology change, we want to ensure our website supports your needs and provides an optimal online experience. The new website reinforces our continued commitment to helping our members improve their financial condition while providing enhanced tools and features we know you will love.

Can I visit the new site from my smartphone?

Yes. We designed our new website with your mobile experience top of mind, and it is optimized for your tablet and smartphone.

How will the new website help me reach my financial goals?

The new website offers an interactive solutions finder tool that will recommend products, services, and resources based on the financial goal or life stage you select. The solutions finder is available on our homepage and in the Financial Education section, which accessible via the Quick Links menu at the top of every page.

Why did you change the main menu?

We changed the wording in our main menu to help you quickly find the products and services you are looking for. It provides a comprehensive overview of different product options, features, benefits, and value, along with interactive comparison tools to support your decision-making journey.

What is the Quick Links button in the top right corner of every page?

This menu gives you quick and easy access to the pages and information people most commonly need. These "Quick Links" include direct links to the following pages: about us, careers, appointments, loan payments, financial wellness, rates, security, online and mobile banking, and help and FAQS.

What is the purpose of the “Go To” section that sticks to the top of the page as I scroll?

The “Go To” section gives you an overview of the content on the page you are currently scrolling, and it contains links that will bring you to the specific information or resources on the page. This feature was added to help you more quickly and easily access the content you need.

What is the “Top” button in the bottom righthand corner of every page?

Clicking this button will bring you back to the top of the page you are currently viewing. We added this button for your convenience, so you do not have to scroll up to go to the top of a page.