Frequently Asked Questions
Having issues accessing Online Banking? Click here for instructions on enabling cookies and clearing cache.
After logging in to Online Banking, click on the Settings tab. In the Modify Personal Settings section, complete the Password Reset Question and Password Reset Answer and click Submit on the bottom of the page.
Online Banking is Internet home banking. It offers instant access to all of your Sound Credit Union accounts 24/7, whether you're at home, at work, or on vacation.
You can use Online Banking to:
- Check your current account balances
- View your account history
- Transfer money between your accounts
- Review your dividend earnings
- View loan account information
- Make your Sound mortgage payment
- Export your transaction history to Quicken or MS Money
- Use Bill Pay to make payments
- Transfer money to any member's account
- Open a new certificate, holiday, or vacation account
- Skip a payment on your loan*
- Request a withdrawal by check to be mailed to you
...and much more!
*First Mortgages, Home Equity, HELOC, Business and Payday Freedom loans are not eligible. See our Skip-A-Pay page for more information.
Online Banking is free to all Sound Credit Union members with a checking or savings account.
Note: For your security, Online Banking access on your account will be removed if there is no login activity for twelve (12) months, you do not have eStatements, and you do not use Mobile Banking.
- Open a web browser and type www.soundcu.com into the address bar.
- Enter your Online Banking ID and Password in the fields on the left side of the page.
- If you are logging in from an authenticated computer, you will be taken into your Online Banking account. If you are logging in from a computer that has not been authenticated, you will need to answer your security questions before gaining access to your account.
Note: Once you have logged in to Online Banking, you may change your password anytime by clicking the Settings tab. for your security, Online Banking access on your account will be removed if there is no login activity for twelve (12) months, you do not have eStatements, and you don't use Mobile Banking. You may sign up again by visiting your local Sound Credit Union branch or by calling our Contact Center.
If you have created a Password Self Reset Question and Answer, click the forgot your password link on our homepage and follow the directions. If you have not, please call us during normal business hours at 253.383.2016 or 800.562.8130 for assistance.
Note: For security reasons, we cannot change your password via email.
Multiple Account View
When added to your Online Banking account, Multiple Account View allows you to see account information for any account where you are listed as the primary or joint account holder. You’ll be able to check balances and make transfers or withdrawals without having to log in to multiple Online Banking accounts.
Note: Some services are only available for the main account you are logged in to. These services include Bill Pay, Change Password, eStatements, and Courtesy Pay. To access them for another account, you must first log in to that account.
This is a free service available to all Sound Credit Union members with an Online Banking account.
Only members who are listed on your account as a primary or joint account holder will be able to view your account information with Multiple Account View.
Joint owners are equal owners on the account and have access to all information and transactions made on that account.
The names listed next to your accounts signify the primary account holder of those accounts. Account numbers listed without names (usually the first accounts listed), indicate that you are logged in to that account. The primary member's name will be listed above the account summary.
Multiple Account View only allows you to view account histories, make transfers and withdrawals, and view recent activity across accounts. Bill Pay is linked to only one account at a time. To pay bills from a different Sound account, you will need to log in to Online Banking using the ID for the account you would like to pull funds from.
Although you are in Sound’s Online Banking, we have contracted with Jack Henry and Associates, Inc. to provide this service. It is their security certificate information you see. The green color indicates that you are on a secure site.
After logging in to Online Banking, click on the Settings tab. Enter your old password and the new password you would like to use.
Passwords must be 4-10 characters and may consist of alpha, numeric, and symbolic characters, with the exceptions of the space ( ), period (.), colon (:), single quote ('), pipe (|), and at symbol (@). Passwords are also case sensitive. BEACHBALL, beachball, and beachBall are the exact same word, however the system treats them as three separate passwords.
Online Banking uses the latest Internet security technology, including secure communications (SSL), firewalls, encryption and operating systems that have been designed to provide maximum security.
We also require that all members set up Multi-Factor Authentication for their account. Multi-Factor Authentication detects any activities that are not typical for your account and prompts users to verify their identity to ensure they are the account holder and not a fraudster.
Plus, if you don't have Online Banking activity for twelve (12) months, you don't have eStatements, and you don't use Mobile Banking, your Online Banking access on your account will be disabled.
Multi-Factor Authentication is an online security feature to further identify you beyond your Online Banking ID and Password. Upon your first Online Banking login, you will be prompted to choose and answer three questions. These questions may be asked when you are accessing Online Banking from a computer that has not yet been authenticated.
The first time you log in to Online Banking we will automatically prompt you to set up Multi-Factor Authentication.
Once you have set up your security questions and answers, they cannot be updated. If you have forgotten them or need to change them, please call the credit union during normal business hours at 253.383.2016 or 800.562.8130. The questions will be removed so you can go through the set up process again.
Here are some useful tips you can use to protect your account:
- Memorize your password—don't write it down.
- Change your password often, especially if you access your accounts from work. To change your password from within Online Banking, click on the Settings tab.
- Create a secure password. For tips on creating a strong password click here.
- Log off Online Banking when not using it. Although the system will log you off after 10 minutes of inactivity, you can greatly reduce your exposure window.
Below is a list of browsers currently supported by Online Banking. If you are unsure what browser version you are using, click here.
- Internet Explorer 10 or 11
- Firefox 36 or 37
- Chrome 40 or 41
- Safari for Mac 5.1.7-8.0
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 in to 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.
There are several different ways to determine whether you have cookies turned on, or enabled, depending on the browser you are using. For instructions on how to enable cookies for your web browser, please use the browser's Help function.
- Once logged in to Online Banking, select the account you would like to download from the Download widget.
- Select the format (ie. Quicken, Quickbooks, Microsoft Money).
- Select the transaction date range desired and click Download.
- If your software is set up correctly, the file should download and import itself into Quicken or MS 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 "WebConnect" or "QIF". If you select "QIF," you will need to need to download the file and import it manually.
At this time, Quicken does not allow you to log in to our Multi-Factor Authentication system. You must log in from a supported web browser and follow the instructions to download your account history. If you have questions about how to use Quicken, please contact Intuit Customer Support.
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 from secure, encrypted websites. Ask your network administrator about possible interference caused by security barriers.
For security purposes, Online Banking requires 128-bit encryption. You may be using an older browser that does not utilize adequate encryption and may need to upgrade your browser.
To protect your account information, Sound will automatically freeze your account after four failed log in attempts. You will need to contact Sound Credit Union by telephone or in person and go through a verification process to unfreeze your account.
This means that our Online Banking system is temporarily down. In most cases, it is because Sound's technical team is performing routine maintenance on the system. Members are generally notified of the outage prior to any maintenance.
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 webpage cannot be displayed. You must turn on SSL in order to access your Online Banking account.
This is probably happening because the secure cookie that was placed within your browser is getting deleted. This can happen if you delete cookies from your machine. This is a common method that Spyware blocker software uses to remove potentially risky items from your computer. These solutions typically remove ALL cookies as a precaution, even though very few cookies are actually security risks. In order to use this feature without being asked for additional information at each log in, the secure cookie that we use to identify your computer must stay within your browser. We recommend that you do not delete these cookies if you do not want to be asked for additional information at each log in.