I can't get logged on to e*Branch home banking!
We've found that many access issues are very simple to resolve, so let's review some common problems…
Use your base Member Number only - no account numbers or check digits required. Your member number can be found on your credit union statement, or simply call us at 605-334-2471 for verification.
Your e*Branch home banking PIN is not the same as your ATM card PIN. Your e*Branch PIN is a series of six to eight numbers we assign to you. For your protection, you'll need to contact us to set one up, or to reset one you've forgotten.
We only allow you four tries to get the login right - and then you're locked out until you call us and have your access reset. Sorry, but that's for your protection too.
Wrong answers to the "challenge" question can also give you trouble -- and lock you out too. Rather than using the standard set of questions, we recommend you create your own question/answer pairs.... then you are much less likely to forget them.
Sometimes the browser you are using is the issue. Please note the minimum version numbers that are listed on the Browser Requirements link. If you need to, free upgrades are available there too.
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I don't have a PIN. Where do I get that?
Your e*Branch PIN is assigned to you by the credit union. If you've never used e*Branch before, you'll need to contact the credit union to get a PIN assignment. Just call us at 334-2471 or 800-568-5711 during office hours.
We strongly encourage you to change the PIN we assign you to something only you will know. Once you log on to e*Branch, just go to the Options menu and select Member Options to change your PIN. You also will be required to change your PIN at least once every six months.
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Those aren't my challenge questions!
This can be confusing! First of all, verify that you entered the correct member number... we display it in large, red type above the question.
Of course, if you typed the wrong member number, you'll not get the challenge questions you created. Just start over.
If the member number is correct, then you are probably locked out of e*Branch, and you're being presented with standard challenge questions. You'll need to contact us to have your member number reset..... And since we don't store your question/answer pairs, if you can't remember the answers you will need to go through the security update again to create the challenge questions/answers. Sorry.
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I've been told you can get around the challenge question business!
Well, sort of. If you choose to Remember this computer you will not be prompted to answer one of the challenge questions you set up. You can choose to remember your computer during the login process, after you enter your PIN. e*Branch will then use a secure cookie to recognize your remembered computer and let you login without answering a challenge question.
Now if you delete your browser cookies on that computer, you will then be presented with one of your challenge questions the next time you log in, and you can then re-remember the computer. Also, the secure cookie automatically expires periodically, requiring you to answer a challenge question and remember your computer again.
Here's a tip: When you are logged on, you can review and change your question and answer pairs. Go to the Options menu and choose Authentication Questions. Reviewing your questions and answers on a regular basis will help you avoid "forgetting" when you need them.
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What is the Random Code and Security Key Image all about?
These are both security measures designed to protect you from others gaining access to your accounts. They work like this:
The Random Code is a set of letters and numbers that are different every time you log on. They're also in color and the background has a screen image of the credit union logo -- both of which cannot be distinguished with a machine so that computer hackers can't run automated programs to try gaining access.
The Security Key Image is used to help you identify the legitimate e*Branch site as opposed to a fake one. The word or phrase that you create is converted to an image. You're asked to verify that image at login, and once logged in you will see it on every e*Branch home banking page.
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I'm getting logged on but have other problems. Help!
Again, most issues are simple to explain. Here are some of the most frequent ones we've noticed…
Once you're logged on there is a security feature that logs you off after several minutes of inactivity. It's called a session timeout, and you'll need to log in again. You can set your timeout preference from five to fifteen minutes by going to the Options/Member Options screen. Once there, you can also choose to show or hide a session timeout counter.
Account histories can be accessed from several different screens. The main screen you see with all your balances contain hyperlinked Account Titles. Clicking on the title will display a five day history. If you want a longer history, select the History menu option under the Accounts banner and select the account you need a history on. This screen lets you view thirty days of history - or a range of dates you specify. We store 180 days of history for each account. Finally, you can view a single day history using the calendar view.
Transferring money between accounts is a two step process. First you select the from-account, to-account and amount to transfer and click the Transfer Funds button. Then you will be presented with a confirmation screen. Verify that these are the accounts and amount you want, and then click the Confirm Transfer button. You will then see a Transaction Results screen showing the date, time and details -- or a message that there was a transfer error. If you get transfer errors frequently, please call the credit union for assistance.
Did you know that there's a Help section on our e*Branch home banking program? Just mouse over the Options banner and select Help, which will open up a separate window with help topics specific to the page you're on.
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Can I use the Back button on my browser when I'm logged onto e*Branch?
Yes, you can use the Back key or button to return to prior pages. However... for security reasons, some pages automatically expire when you leave them. You'll generally see an error message indicating the "Page Has Expired". If this happens to you, simply use the menu bar (Accounts, Check Services, Options, Logout) to get to the page you want.
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