Frequently
Asked Questions (FAQ)
Regarding Alcoa Tenn OnlineACCESS
Getting
Started
Q: Do I need special software to use OnlineACCESS?
A: To use OnlineACCESS, all you need is an Internet browser that
supports security encryption. We recommend Microsoft Internet
Explorer (version 4.0 or higher) or Netscape Navigator (version
4.0 or higher).
Q: How do I verify the version of my Internet
browser?
A: With the Internet browser application open, simply click on
the "Help" button on the menu bar at the top of your screen. Then
select "About".
Q: How much does OnlineACCESS cost?
A: ATFCU is pleased to offer OnlineACCESS (Online Services)
Free of Charge.
Q: How do I enter OnlineACCESS?
A: To access any website, you need an Internet Service Provider
(ISP) like America Online, BellSouth, Mindspring, or Earthlink.
To use OnlineACCESS, you will also need an Internet browser
that supports security encryption, like Microsoft Internet Explorer
(version 4.0 or higher) or Netscape Navigator (version 4.0 or
higher). From our homepage, www.atfcu.com
select 'Online Services' at the top menu bar, then select OnlineACCESS
from the drop down menu.
Q: How do I get a password for OnlineACCESS?
A: Your numeric password is the same as your ACCESSline (telephone
services) password. It must be a 4 to 10 digit number. If you
do not have an ACCESSline (telephone services) password, you
will need to contact a Member Service Representative for further
assistance. You my contact a Member Service Representative at
(865) 977-3118
during
regular
business
hours.
Q: What do I need to do the first time I log
into OnlineACCESS?
A: The first time you log into OnlineACCESS (Internet Services),
you will enter your member number and a numeric password. Your
password is the same as your ACCESSline (telephone services)
password. If you do not have an ACCESSline password, please
contact a Member Service Representative at (865) 977-3118 for
further assistance. Next, you may see a system message that
says,
"Do you want Windows to remember this password?" To
protect your account information, click on the check box to
select
it, and click the "No" button. This will
ensure that other people who use your personal computer cannot
access your account information. (If you click the "Yes" button,
windows will automatically enter your password each time you
log
into OnlineACCESS, which means anyone who uses your computer
could access your account information.) If you have mistakenly
enabled
this feature, you can change the properties within Internet Explorer
to disable the automatic password retrieval. Please see the
question
below to learn how to disable this feature.
Q: How can I prevent my Member number and password
from automatically appearing when I log into OnlineACCESS?
A: Your member number and password automatically appear when
you log into OnlineACCESS because you have enabled the "AutoComplete"
feature for user names and passwords. This feature is dangerous,
because it allows anyone who uses you computer to access your
account information. To disable AutoComplete, follow these steps:
- From your desktop, right-click on the Internet Explorer
icon and click on Properties.
- You will see the Internet Teller properties page. Click
on the "Content" tab.
- In the "Personal Information" section of this screen click
on the Auto Complete" button.
- Make sure that only the "Web addresses" check box is selected.
Then click on "Clear passwords" and "OK". This will prevent
Windows from remembering your Member number and password the
next time you log into OnlineACCESS.
Q: Why do I get an error when I enter my member number and
password?
A: Verify that your number lock is on. After entering your member
number press 'Tab' and type your password in the space provided.
Click the "Sign-On" button to log into OnlineACCESS.
Q: Where can I get help with OnlineACCESS questions?
A: Many of your general questions about features, functionality,
and security can be answered by reading this FAQ (Frequently
Asked Questions) document. There is also additional help available
online: Once you enter OnlineACCESS, you will see a "Help" icon
in the upper right-hand corner of every screen. Simply click
on the icon for detailed explanation of the screen you are using.
Your account information appears below the Help screen. To remove
the Help information, click the "Back" button on your Internet
browser. For further assistance you may contact a Member Service
Representative at (865) 977-3118. We are open Monday-Thursday
9:00 am until 4:30 pm, and Friday 9:00 am until 6:00 pm. Top
Security
Q: What precautions does Alcoa Tenn Federal Credit Union
take to protect my financial information on the Internet?
A: We use cryptographic technology to protect your account
information as it is transmitted over the Internet. We use the
highest form of encryption available (128-bit), which is reserved
primarily for financial institutions. To break the coding on
128-bit encryption, it would take a hacker roughly 10,700,000,000,000,000,000,000,000
years, provided he or she harnessed the power of 1,000 Central
Processing Units (CPU's) and typed 1,000 characters per second,
24 hours per day. Other security tools are available to insure
the integrity of your data. Firewalls and filtering routers
are used to secure our computers that transmit information across
the Internet, and a "trusted" operating system is employed to
protect your account information from both internal and external
threats. As added security, you are required to enter you member
number and a unique password (also called a Personal Identification
Number, or PIN) when you log into OnlineACCESS.
Q: How can I keep my account information confidential when
I use OnlineACCESS?
A: At ATFCU, we have taken all the necessary security precautions
to ensure that OnlineACCESS is secure and that your account
information remains confidential. However,
it is also your responsibility to play an active role
in protecting the security of your account. Some
ways to protect your account are:
- Never share your password (Personal Identification Number,
or PIN) with anyone.
- We recommend changing your password frequently.
- If you think your password has been compromised, contact
the Credit Union immediately, at (865) 977-3118 during normal
business hours.
- Do not walk away from your computer in the middle of an
active OnlineACCESS session.
Q: How often should I change my password?
A: Change your password frequently, especially if you feel someone
besides you may have access to it. To change your password in
OnlineACCESS, click on the 'More' icon and select the "Change
Password" button. You must enter your old password. Then you
must type a new 4 to 10 digit password and click the "OK" button.
Please remember that you will use this new password when you
use ACCESSline or OnlineACCESS.
Q: What should I do if I find an unauthorized OnlineACCESS
transaction on my account?
A: Please contact us at (865) 977-3118. We are open Monday-Thursday
9:00 am until 4:30 pm, and Friday 9:00 am until 6:00 pm. Top
Using OnlineACCESS
Q: Will I always be able to see my transaction immediately?
A: You should see your OnlineACCESS transaction after the transaction
completes. Click the 'Accounts' button (NOT the 'Back' button
on your Internet browser) to see updated balance information.
Q: When I transfer funds to another member's account, can
I see that person's balance?
A: No. You can only see the account balance when you are the
primary owner or a joint member of the account.
Q: Why do I get an error message when I am trying to transfer
funds that read, "Unable due to Reg. D"?
A: Federal Regulations permit six (6) Electronic Funds Transfer
(EFT) transactions per month from Share (savings) and/or Money
Market Accounts. EFT transactions include those made using OnlineACCESS,
ACCESSline, Over draft protection, or by Member Service telephone
transfer.
Q: Can I distinguish transactions I made using OnlineACCESS
from other transactions on my account?
A: Yes. The description line for transactions made using OnlineACCESS
read, "OnlineACCESS".
Q: Is there a fee to print my statement from OnlineACCESS?
A: No. ATFCU is pleased to offer this online statement-printing
feature free of charge.
Q: Why can't I print my statement correctly? Either the
last page does not print, or the statement does not align correctly
on the page.
A: This problem occurs when you use an unsupported version of
Internet browser. OnlineACCESS supports Microsoft Internet Explorer
(version 4.0 or higher) and Netscape Navigator (version 4.0
or higher).
Q: Can I apply for a loan using OnlineACCESS?
A: ATFCU is happy to introduce our new online loan application
system. Simply click on the 'Loans' icon and then the "Apply
for New Loan" button. Complete the requested information, and
a loan officer will respond within two business days.
Q: Is there a fee for requesting a stop payment in OnlineACCESS?
A: You will be charged automatically for the amount of $18.00
when you use OnlineACCESS to request a stop payment.
Q: Can I use OnlineACCESS to place a stop payment on Automatic
Clearing House (ACH) items?
A: No, you can only use OnlineACCESS to place stop payments
on share drafts.
Q: Why can't I print a screen from OnlineACCESS?
A: You must have a printer connected to your computer for this
feature to work. Click on the 'File' menu, click on 'Print Screen',
and click the 'OK' button. Top
Downloads
Q: How do I download my account information into my Microsoft
Money, Intuit Quicken, or Microsoft Excel software?
A: You must purchase Microsoft Money, Intuit quicken, or Microsoft
Excel in order to download your account information. To download
to Money, Quicken, or Excel in OnlineACCESS:
- Click on the 'Accounts' icon.
- Select the "View More" button next to the account type
you wish to download.
- Click the "Download" button.
- Select the "Save to Disk" option. You can rename the file
at this point.
- After the file is downloaded, you can import the file into
Money, Quicken, or Excel using the 'Import' option in the
'File' menu in any of the applications. Top
ATFCU VISA
Credit Cards
Q: How can I view the balance and
or history of my ATFCU VISA Credit Card?
A: You may view your ATFCU VISA Credit Card from
our homepage, www.atfcu.com,
by clicking the Credit Card Logo on the left side menu bar that
reads, "ATFCU VISA Credit Card Holders Click here for info."
and then sign on to our VISA Credit Card System.
Q: How do I sign on to view my ATFCU VISA Credit Card balance?
A:Simply click the ATFCU VISA Logo from our homepage, www.atfcu.com.
From the "Log on screen" choose one of the following
options:
Q: What can I access from the ATFCU VISA Credit Card System?
A: You may view your Card History, including payments made
and recent purchases, the history of your account, change the
password of your account, and view payment information.
Q: I forgot my password for the ATFCU
VISA Credit Card System. What do I need to do?
A: Click the VISA Logo from our home page, www.atfcu.com.
Once you are at the sign on screen for our VISA Credit Card
System, click "Forgot Password" from the top menu
bar. Next enter your User ID and click "Next Step".
From this point on simply answer the questions appropriately.
Q: Is my ATFCU VISA Credit Card information as current from
OnlineACCESS as the VISA Credit Card System located from the
ATFCU home page?
A: Due to processing times, the VISA Credit Card balance
inside OnlineACCESS is not the most current balance. For the
most up-to-date ATFCU VISA Credit Card balances and information,
we suggest signing on to our VISA Credit Card System located
from our homepage, www.atfcu.com,
by clicking the Credit Card Logo on the left side menu bar that
reads, "ATFCU VISA Credit Card Holders Click here for info."
Top
Bill Pay
Q: How will Bill Pay work and when is the money withdrawn
from my account?
A: Bill Pay is an internet-based system that allows members
to set-up single or recurring payments. Depending on the bill
payee, the payment may be made either by paper check or electronic
payment. The money will be deducted from your account on the
day you designate the bill to be paid. ATFCU recommends you
allow 7-10 business days when you setup your bill payment for
the first time. Once the new information is verified and the
first payment is made, the subsequent payments should take 2
to 5 days.
Q: What bills can I pay through "OnlineACCESS"
using Bill Pay?
A: You can pay anyone you owe with a United States address;
regardless of whether it is a company or an individual. For
example, you can pay anyone from AT&T to the baby-sitter
or the local dog kennel. However, you may not use the service
to pay taxes or any court ordered payments.
Q: What things can I do as a member to make sure my bills
are paid successfully?
A: You are responsible for making sure that the information
you input regarding yours bills, address, and account information,
are complete and accurate. Allow at least 7-10 business days
for the first payment to reach its destination.
Q: Can I write a check to pay my bills and use Bill Pay
as well?
A: Yes. You can write checks anytime, or use Bill Pay in
conjunction with writing checks.
Q: I have a problem when using the back button while in
Bill Pay?
A: The back button is used to return to the previous screen.
Some programs will not allow the back button to be used since
the data is gathered from a temporary file.
Q: When setting up Bill Pay, how long does it take for my
bills to be paid?
A: When setting up your payees for the first time, allow 7-10
business days for the information to be verified and the payment
made. Subsequent payments should take 2 to 5 days.
Q: Is there a fee for using Bill Pay?
A: A monthly fee of $4.95 with unlimted transactions will
be collected from your account at the time you request Bill
Payment Services. That is less than the cost of a book of 20
postage stamps.
Q: Can I contact the Credit Union with a question regarding
Bill Pay?
A: Yes. You may contact us by: phone: (865) 977-3118, email
us,
or write to us:
P.O. Box 9001
Alcoa, TN 37701
For more information or questions on Bill Pay, please read
our Bill Payment FAQ's.
