General Questions

Your account number can be found as part of the MICR number at the bottom of your checks (begins with 1, after the routing number 325183220, and continues up to the check number). If you do not have checks, please call the Contact Center during normal business hours.

Note: For security reasons, we cannot send your account number via email.

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. For a list of supported browsers, see “What browsers can I use?”

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 11 or Microsoft Edge
  • Mozilla Firefox 53 or 54
  • Google Chrome 58 or 59
  • Safari for Mac 9 or 10

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 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.

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
  • 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

You can enroll in online banking at a branch or over the phone. For hours, locations and contact information visit our Contact Us or Branches and ATMs pages.

Branches and ATMs »
Contact Us »

  • Log into online banking with your current ID and Password. Click on the “Settings” tab. The first page to open should be the page for changing your password. If not, click on the “Personal” tab near the top of the page.
  • Using the fields provided, enter new ID and passwords as needed. If you do not need to change information for a certain field (ex: you’re changing your password, but not your ID), leave those fields blank.
  • When finished, click the “Submit” button to save your changes.

If you created a Password Self-Reset question and answer, click the forgot your password link next to the Online Banking login area.

If you have not set up your Password Self-Reset questions, we can help reset your password during normal business hours over the phone or at a branch.

Account security procedures extend far beyond the length of passwords and provide members multiple layers of account security.

  • Passwords may contain any combination of alpha, numeric, and symbolic characters, with the exceptions below. This, in addition to using case sensitive alpha characters, offers members millions of possible password possibilities.
    • Characters not accepted for passwords: spaces ( ), period (.), single quote (‘), pipe (|), at symbol (@)
  • Multi-factor authentication detects activities unusual for your account, including accessing accounts from an unregistered computer and prompts additional questions before login.
  • Additional security measures include secure socket layers (SSL), firewalls, and encryption.

For Online Banking to function properly, cookies must be enabled in your web browser. Blocked cookies are the most common reason for errors experienced in Online Banking.

A cookie is a small file that is placed on your computer by a website in order to customize your experience. Online Banking uses a “session cookie” which deletes itself when you close your web browser. The cookie verifies that you are still logged in to the site when you click between different menus. 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 and then clearing your cache, please use your browser’s instructions below.

Not sure what version of your browser you are using? Click here to identify your browser.

Bill Pay

Bill Pay offers you an easy way to make payments without having to write a check. You can schedule one-time and recurring payments to your payees, track your payment activity, receive eBills, and more—online 24/7. Funds will be automatically deducted from your checking account.

Bill Pay is free for all Sound members with Online Banking and a checking account.

If you have a Sound Credit Union checking account, sign in to Online Banking and click the Bill Pay tab to enroll. If you don’t have Online Banking access, contact us to sign up.

Note: For your security, Bill Pay access on your account will be removed if there is no Online, Mobile, or Bill Pay activity for twelve 12 months and you are not enrolled in eStatements. You may sign up again and re-set your payees.

Each Online Banking account at Sound is connected to a specific member number. Payments will be pulled from the checking account associated with the member number you logged in to Online Banking with. If you have multiple checking accounts associated with your member number, you will be able to select the account you would like to withdraw funds from using the drop-down menu.

Should you experience any issues with Bill Pay, please contact Bill Pay support by calling 877.266.6294 or using the messaging or live chat features within your Bill Pay session in Online Banking.

You can pay almost any company or individual in the US, including companies that send you bills, like your telephone company, or a person or organization that you owe money to, but don’t necessarily receive a bill from, like your babysitter.

  • Log on to Online Banking and click the “Bill Pay” tab.
  • Select the “Add a Payee” button.
  • Choose payee type and click “Next.”
  • Enter your specific account information and click “Next.”

Once you have added your payee, you can either make a payment right away or schedule one for a later date.

  1. Log into Online Banking and click the “Bill Pay” tab.
  2. Find the payee you would like to edit and click on their name.
  3. Click “Edit Payee” link.
  4. Make any changes and click the “Submit” button when finished.
  1. Log into Online Banking and click the “Bill Pay” tab.
  2. Find the payee you would like to remove and click on their name.
  3. Click the “Edit Payee” link.
  4. Select the “I would like to delete this payee” checkbox at the bottom of the page.
  5. Click the “Submit” button.

Payments can be submitted at any time, day or night. All payments should be scheduled to process before the actual due date. Estimated arrival times are automatically displayed during the scheduling process. We recommend scheduling first payments in advance to ensure timely delivery. Payments are electronically debited from your account on the process date. For same-day processing, please schedule payments before 1 p.m.

Payments are generally made in 3-7 business days, depending on when the payment is made and the type of payee.

You have until 1 p.m. on the day your payment is scheduled to go out to make any changes. If you discovered the error after this cut-off point, you can send a second payment with Bill Pay. It may also be a good idea to contact the payee to let them know what happened.

You have until 1 p.m. on the day your payment is scheduled to go out to make any changes. If you discovered the error after this time, you may want to contact the payee about receiving a credit for the difference.

By federal regulation, savings accounts are classified as non-transaction accounts and cannot be used by Bill Pay.

Unfortunately, payroll services aren’t available through online banking.  Sound has partnered with Paychex to provide payroll and other related services to our business account holders.  For more information regarding payroll services, please visit our Business Services page.

eStatements & eNotices

An eStatement is an electronic version of your account statement. It serves as an alternative to your paper statement from Sound by utilizing Internet-based technology.

eNotices are electronic versions of important account notifications. Notices include certificate maturity notifications, past due payment reminders, change in terms announcements, and more.

This free service is available to all Sound members with a valid email address and Online Banking account access. To sign up, simply log in to your Online Banking account and click on the “eStatements” tab.

Nothing, this is a free service.

By making the switch you can:

  • View and print account statements and notices online 24/7
  • Receive electronic versions up to a week faster than paper delivery
  • Get organized and say goodbye to filing and shredding
  • Reduce the risk of mail fraud and identity theft
  • Save paper, reduce waste, and shrink your carbon footprint

To access your statements and notices online, sign in to Online Banking and click the eStatements tab.

You will receive an email letting you know a new notice or statement is ready to view.

If you are not receiving email notifications, there are a few things you can check:

  1. Log into Online Banking and click the “Settings” button to check that your email address is current and correct.
  2. Log into your email account and check your spam or bulk folders for messages from Sound. If they are being filed here, add Sound Credit Union to your address book to ensure notifications go to your regular inbox.

Even if you have not received an email notification from us, you can still log in to Online Banking to view your statements and notices. Statements are generally available on or around the third of each month (depending on holidays and weekends).

Yes, your personal and financial information is protected behind multiple layers of security.

To view or obtain copies of your online statements, log in to Online Banking, then:

  1. Click on the “eStatements” tab.
  2. Find the account you want to view and select the date for the statement you’re interested in viewing from the scroll box. Click “View Statement.”
  3. A PDF version of your statement will appear in a new tab. You can save or print your statements by clicking on the disk or printer icons above the statement image.
  4. To return to your list of available statements, close the new tab.
  5. For older statements, contact Sound Credit Union directly.

*A PDF viewer such as Adobe Reader is required to view eStatements.

We will discontinue your paper statements and notices when you sign up for eStatements delivery. You can view, save and print your eStatements at any time, and they are legally the same as the paper version we mail to you.

Yes, your electronic statement is the same as your paper statement and is considered an official document. It contains all the information that is included on your paper statement.

Contact us to resume receiving paper statements and notices in the mail.

Check images are not available with eStatements, but are available within Online Banking.

You will find up to 12 months of statements and notices available online, however Sound Credit Union retains statement copies for up to seven years. To access a statement over 12 months old, contact us and we’ll send you a copy via email or mail.

Tax statements are available for up to 24 months.

Yes, however, if you have pop-ups blocked and wish to maintain this setting, some browsers will give you the option to choose specific sites to allow. Step-by-step instructions on how to update your settings to allow Online Banking as a trusted site, or turn your pop-up blocker off for all websites, are provided below.

Internet Explorer
Mozilla Firefox
Google Chrome
Apple Safari*
Windows 10 Edge

*Apple Safari does not give you the option to choose to allow pop-ups from specific websites.

If you have a pop-up blocker running, it may block eStatements from appearing. If this is the case, please change your internet browser settings to allow pop-ups from cm.netteller.com. Once you have done this, close out of your browser completely and re-launch the site again to access eStatements.

If you continue to have issues, please contact us.

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.

Adding this service is simple! Just call our Contact Center or visit one of our local branches and ask to have this free service added to your Online Banking 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.

Direct Connect

Direct Connect allows a secure two-way interface between the credit union and Quicken or QuickBooks. This allows you to receive real-time account balances, transaction activity and make transfers between your Sound accounts from within your Intuit software.

Direct Connect allows you access to your Online Banking accounts through Quicken/QuickBooks. You can download your transactions and balances, transfer funds between eligible accounts, see all your finances on one page, and utilize the personal financial management tools that Quicken/QuickBooks has to offer.

Direct Connect can help you conveniently track your expenses, budget your money and keep your finances updated. You can download transactions, update account balances, manage and transfer funds between your Sound accounts directly from within your Quicken or QuickBooks software.

There is no fee from the credit union to use Direct Connect. However you must own or purchase Quicken or QuickBooks to use Direct Connect.

Yes, Direct Connect is fully secured with support for 128-bit encryption. We authenticate your identity based upon your user ID and password.

Yes. To use Direct Connect with Quicken or QuickBooks you will need to login using your Online Banking user ID and password.

Choose the appropriate Getting Started Guide for your version of Quicken or QuickBooks and your operating system:

You will be able to view at least 14 months of your account activity (some Certificates are more) and at least 24 months of loan activity.

For information on supported versions of Quicken and QuickBooks software, please link to the following Intuit pages.

Quicken: Quicken Discontinuation Policy
QuickBooks: QuickBooks Service Discontinuation Policy and Upgrade Information 

Security

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.

Browser Address Bar for Online Banking

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 (|), tilde (~), 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.

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.

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 to detect unusual activity and help identify users. We also disable inactive accounts without eStatements or Mobile Banking to reduce member exposure to fraud.

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. 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.
  • Log off Online Banking when not using it to reduce your exposure window. (Online Banking will automatically log you off after 10 minutes of inactivity)

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Monday-Friday: 8am to 6pm
Saturday: 9am to 1pm

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