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Sound Credit Union understands the importance of securing your personal and financial information. This is why we've been working to
implement new security enhancements to help deter fraud and ensure that we are providing you with a very high level of security while you are using
online banking. Please note that for your
protection, these new features are required, but it will only take a few minutes to walk through the set-up. Please
visit our information page and FAQ to find out about these new features or log in to online banking to start using them today.
Frequently Asked Questions
Does your site
provide security to prevent my account information from being
intercepted online?
Yes. We provide secure financial
services through a protocol known as the Secure Sockets Layer (SSL). The
Secure Sockets Layer prevents other computers along the route from
eavesdropping by encrypting all data transmitted between our site
and your computer. Intermediate computers would see each packet of
information as a meaningless jumble of bytes. The sending end
encrypts, or encodes, the data with one key before it is
transmitted. The receiving end decrypts, or decodes, the data with
another key.
Online banking requires the use of 128-bit encryption, the most secure encryption level
available in commercial web browsers.
The Secure Sockets Layer validates
the identity of our site to you through the use of a digital
certificate. After you connect to our site in secure mode, our site
sends your browser a signed digital certificate, which contains the
name of our Web server, its public encryption key, the certificate's
validity dates, the name of the certification authority that issued
the digital certificate to our site, and an unforgeable digital
signature. The digital certificate authenticates to you that you are
indeed connecting to our site.
Our site requires that you use a browser
that supports SSL. For more information on SSL and encryption visit the following site: SSL: How It Works.
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When I try to log on to online banking, I get a message
that says, "HIGHER GRADE BROWSER ENCRYPTION REQUIRED". What does
this mean?
Online banking requires 128-bit encryption. You may be using an older
version of Internet Explorer that does not utilize adequate encryption.
To upgrade to the newest version of Internet Explorer,
click here.
To upgrade your current version of Internet Explorer to 128-bit encryption,
click here.
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What can I do to
protect my accounts?
Even though we are making use of
technology to keep your data safe as it passes over the Internet,
you still play an important role in keeping your account safe. You
should memorize your password. Do not write it
down. Doing so may reveal it to others. It is a very good idea to
change your password often, especially if you access online banking from
work. We have made it easy for you to do this. While logged on to online banking,
simply click the link in the left hand menu that says, "Change Password".
When selecting an access code, do not
use words or codes that are easily traced back to you. Using your
birth date, spouse's name, favorite team and so on are all dangerous
practices. Also, do not use terms or words that can be seen near
your computer. For instance, Intel or Pentium are not good choices.
It is best to use a mixture of upper and lower case letters, numbers
and/or symbols in your code. When put together in a string, they
shouldn't make sense. If you have a hard time remembering codes,
think of a short saying or sentence you have memorized and use the
first letter of every word. Mix in upper and lower case letters and
throw in a number or two. Also, the more characters you have in your
password, the harder it is to guess.
There are programs that attempt to
run through a series of passwords in hopes of gaining access to
systems or accounts out on the Internet or on computer systems and
networks in general. We limit the number of consecutive failed
attempts to four which will stop these programs in their tracks -
especially if you stay away from common words or word combinations.
When you are finished with online banking or if you need to leave the computer,
sign off. Our system will sign you off after 10 minutes of inactivity. However, if
you sign off every time, you decrease the exposure window.
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How many characters
must my password be?
A minimum of 5 characters, maximum of
20. Passwords may consist of alpha, numeric, and symbolic
characters. Passwords are also case sensitive. BEACHBALL, beachball,
and beachBall are the exact same word however the system treats them
as three separate passwords.
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I tried to access my
account and I was informed that it is frozen. Why does this happen
and what can I do to fix it?
We allow for four failed attempts
before our system will freeze your account. Once a successful
attempt is made, the counter is set back to zero. This is to prevent
password guessing. If you follow proper password choosing
procedures, it is highly unlikely that anyone can guess your
password in four attempts. Call the credit union to have your
account set back to normal. We will go through a verification
process to ensure your identity.
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What are cookies?
How does one determine if they are turned on?
A cookie is a small file that is placed on your computer by a
website in order to customize your experience. In the case of
online banking, the cookie verifies that you are still logged into the
site when you click between different menus. online banking uses what
is called a "session cookie", which means the cookie deletes itself
when you close your web browser. The online banking cookie does not
contain any personal information about you.
There are several different ways of
determining if cookies are turned on, depending on which browser
you are using.
Microsoft Internet Explorer 6
- Click the "Tools" Menu and select "Internet Options"
- In the Options window, click the "Privacy" tab
- Set the slider to Medium or Medium-High
- Click OK
Mozilla Firefox
- Click the "Tools" menu and select "Options"
- In the Options window, click the "Privacy" button
- Click the + sign next to "Cookies", and make sure the check box for "Allow sites to set cookies" is checked
- Click OK
If you use another browser, such as AOL's built in web browser, please use the browsers help feature for instructions on enabling cookies.
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Is there anything
special with Macintosh computers as it relates to online banking?
Any current Macintosh web browser that supports SSL and cookies will work with online banking,
with the exception of MS Internet Explorer.
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What is a browser?
A browser is an application that
enables your computer to visit World Wide Web sites and make sense
of them. It can display the graphical as well as textual content on
the internet. The most common browsers in use today are Mozilla Firefox
and Internet Explorer.
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What browsers can I
use?
Basically, any browser that provides
for the handling of the SSL protocol and cookies
can be used. We recommend using Microsoft Internet Explorer 6.0 or newer or Mozilla Firefox 2.0 or newer. Also, now is a great time to download the latest version of your browser of choice because most browsers are offered as free downloads.
By having a new browser, you can take advantage of
the latest technology and security on the Internet.
Online Banking works with
the following browsers:
- Internet Explorer 6.0 or newer
- Firefox 2.0 or newer (all operating systems)
- Mozilla Suite 1.0 or newer
- Safari for Macintosh
Online Banking does
NOT work with the following browsers:
- MSN Browser
- WebTV
- MSN WebTV
- AOL
- Internet Explorer for Macintosh
Please note that while Online Banking may function on older operating systems, we do not support browsers running on the following
operating systems:
- Windows 95
- Windows 98
- Windows ME
- Windows NT
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How do I know which
browser I am using?
If you go to the menu at the very top
of your screen (the one starting with File) and click on Help then
About (your browser name) a window will appear in the middle of your
screen informing you which browser and version you are currently using.
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What are the steps
to download transaction history for Quicken or Money?
- Once logged in to online banking, click the History link on the left hand menu.
- Click "Download History for Quicken/Money".
- Select the share or loan ID and transaction date range desired and click Continue.
- Select the preferred file type*, then "Continue".
- If your software is setup correctly, the file should download and import itself into Quicken/Money automatically.
*If you use Microsoft Money, select "MS Money OFX". If you use Quicken 2005 or later, select "Quicken WebConnect". For earlier versions of Quicken, you should be able to use either the WebConnect format or the "QIF" format. With the QIF file, you will need to download the file and import it manually.
For additional help with your Quicken product, visit their website at http://www.intuit.com/support/.
For Microsoft Money support, visit
http://support.microsoft.com/money.
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Can I access online banking
directly from Quicken?
At this time, Quicken does not allow you to log in using our MultiFactor authentication system. You must log in from a supported web browser and follow the above instructions to download account history.
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Can I connect to
online banking from within another network (i.e. from work)?
You may experience difficulty
connecting to online banking if you use a computer from within another
network, such as a LAN (a computer from work). Security barriers on
many networks can prevent connection to secure, encrypted Web sites.
Ask your network administrator about possible interference caused by
security barriers.
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I have attempted to
transfer funds from my Money Market Checking account to my Checking
account by accessing the Transfer box and clicking on the
"Checking to Savings" box and was advised this was not
possible. How can I perform this transfer?
To perform the desired transfer,
(Money Market to Checking) click on the "Share to Share"
box.
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When I type in my account number, my password
is automatically inserted. Why does this happen and how can I
prevent it from happening in the future?
This is a feature of Internet
Explorer called "autocomplete". It can be turned
off easily. Under the tools menu on Internet Explorer, click
"Internet Options". Click "Content". In the personal information area,
click Autocomplete then uncheck "user names and passwords on
forms". Click OK, then OK again.
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What do I do if I
see the following after I click on the online banking icon: "Online banking is
currently unavailable."
This means that online banking is
temporarily unavailable. Most likely we had to take down the system
in order to perform some type of regular maintenance. We announce
all maintenance tasks that cause online banking to become unavailable to
our members.
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What does the
following message mean: "This page has expired due to
inactivity"?
If you are logged onto your account
but do not click on any of the links or perform any transactions for
10 minutes the system will automatically close out your online banking
session. When you try to click on a link or perform a transaction
after being closed out you will see the message that the page has
expired. All you have to do is click on the Restart Session link,
reenter your account number and password and you will be back inside
online banking.
If you see this message immediately after logging on, you may have "cookies" disabled
(see "What are cookies?" above). You may also need to empty your
Temporary Internet Files, or "cache". To do this:
- Click the Tools menu, and select Internet Options
- In the middle of that menu, under the section labeled "Temporary Internet Files", click
"Delete Files"
- Put a checkmark in the box that says "Delete all offline content"
- Click OK
- Your mouse pointer will turn to an hourglass while Windows deletes the files.
This may take up to 5 or 10 minutes, depending on the speed of your computer,
and the last time you emptied the files.
- When the mouse pointer turns back into an arrow, click OK to close the Internet
Options menu.
This problem can also be caused when you close the browser window or go to
another website without clicking the "Log Off" link in online banking.
When you are done with online banking, be sure to click the "Log Off" link
located at the bottom of each page and on the left hand menu.
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When I click on your
online banking logo a message box pops up telling me the site cannot be
opened. Does this mean your web site is down?
If you are using Microsoft's Internet
Explorer and you have Secure Sockets Layer (SSL)
turned off, you will receive an error message stating that the web
page could not be displayed. You must turn on SSL in order to access
your account on online banking In Internet Explorer, click the "Tools" menu
and select "Internet Options". Click the "Advanced" tab and scroll
down to the section labeled "Security". Check the boxes labeled "Use SSL 2.0"
and "Use SSL 3.0", then click "OK".
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Who do I contact if I have further questions?
For technical questions about online banking, please e-mail us.
For account questions, or to reset your online banking password, call our Contact Center at
253-383-2016 (toll-free 1-800-562-8130).
For technical questions or to reset your password for Online Bill Payer only, please call
1-800-301-1123.
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