November 29th, 2012

Better Security, More Intuitive Design Coming with Nov. 27 Online Banking Upgrade

UPDATE: Have a question? Leave a comment below or check out our FAQs.

UPDATE: Unable to use a phone number for your One-Time Passcode? When prompted for a phone number, click the link that says “I don’t have access to a phone” and you’ll be able to enter an email address. Click here to see this screen.

UPDATE: If you are enrolling in Online Banking for the first time, you will be taken to this screen when you enter your member number and last four of your Social Security Number. Enter your information again and click the “Enroll now” button at the bottom.

On November 27, SMCU’s Online Banking will be updated with the latest technology to offer a more secure, more intuitive online banking experience. Below are the changes you should expect to see when you log in:

One-Time Verification Process

After the upgrade, it will no longer be possible to log into Online Banking with your member number. For security reasons, you must instead choose a unique username. The first time you log in after November 27, you will go through a quick two-step verification process to make sure you have a username and password that meet the new security standards. If your existing login information already meets the new criteria, you will not have to make any changes. If not, you will see the following prompts.

New Username and Password Requirements

  • Your username must be at least six characters long and contain at least one letter. Once your username has been created, it cannot be changed, so make sure you are satisfied with your choice.
  • Your password must be at least six characters long and contain characters from at least two of the following three categories: letters, numbers, or special characters (such as @$*!&). Passwords are case sensitive.

Add Your Phone Number and Email Address

  • If you forget your password, you can have a one-time passcode sent to your phone or email address.
  • If you already have a phone number and/or email address in your profile, you will not have to make any changes.
  • The three challenge questions will no longer be used as they no longer meet security requirements for financial institutions. (learn more here).
  • The phone number you enter must be domestic. If you cannot provide a domestic phone number, you may use an email address instead.
  • Once you have provided a phone number, you will be asked to verify it by submitting a code that will be sent directly to your phone. You can choose whether you would like to receive the code through voice call or text message.

We hope to provide the best services for our members, including our free, easy-to-use Online Banking. Now, with a more intuitive interface and the latest security technology, Online Banking is better than ever before.

 

Have a question? Leave a comment below or check out our FAQ.

Take a tour of the new Online Banking homepage.

48 Responses

  1. Robert Goodchild Newbegin V says:

    When will I be able to establish my permanent SMCU Username and Password?!

    Sincerely,
    Robert Godchild Newbegin V(BA,CDPT)

    • SMCU says:

      Thank you for the question, Robert. You can set up your new username and password at your convenience in Online Banking. Here’s how:

      1. Log into Online Banking
      2. Click “User Options” in the navigation bar.
      3. From here, you can change your password (near the top of the page) and your username (at the bottom of the page).

  2. Lou-Ellen Peffer says:

    Can we do something now?

    • SMCU says:

      Hi, Lou-Ellen. You can change your username and password to fit the new guidelines in advance, so you’ll be all set when the upgrade takes effect next month. Here’s a step-by-step on how to change your login information:

      1. Log into Online Banking
      2. Click “User Options” in the navigation bar.
      3. From here, you can change your password (near the top of the page) and your username (at the bottom of the page).

  3. Richard Wood says:

    Sure would be nice if you would include an iPhone app for remote deposits. Especially since you have SO few branches.

    • SMCU says:

      Thank you for your feedback, Richard. While we don’t currently have an iPhone application, there are other resources available if you’re not close to an SMCU branch. Thanks to the Co-op Network, you can use many non-SMCU ATMs surcharge free to make deposits and other transactions. Here’s an ATM Locator Tool: http://www.co-opnetwork.org/atm-locator/

      Many credit unions share branches, so you can also stop by a different credit union as if it were an SMCU branch. Simply enter your location on this site and it will tell you where the closest shared branches are: http://www.cuswirl.com/Home/p/295627/Default.aspx

  4. John LeCompte says:

    It would be quite helpful to provide a space in the transactions listing for accountholders to type in a memo for each transaction. Oftentimes, the description, while it has many characters, does not clearly identify a vendor. If accountholders can type in a memo, they can use a name they’ll recognize.

    Thanks,
    John

    • SMCU says:

      This is a great idea, John. We’ll bring it up with our technology providers at the next opportunity.

  5. Ron says:

    Will the accounts refresh more quickly? It currently takes up to a minuted to view my account.

    • SMCU says:

      Great question, Ron. We’ll be discussing this matter with our technology providers at the next opportunity. We’ll be sure to update this post when we have more details.

  6. Connie Osman says:

    When will SMCU technology have the capability to accept payments on-line? My SMCU VISA is the only account for which I still have to use snail mail, rather than making the payment on-line. Thank you

    • Fred Seidel says:

      Connie–I make my payments on-line by transferring the money from the checking account to the VISA account. Works like a champ.

  7. Brett says:

    Please tell me you’re going to speed up your servers. The page loads were ok to slow prior to the recent interface change. Now, they’re very slow and more than half the time, fail to load at all. I would prefer not to leave smcu, but I spend far more time on your web site than at your branches or atms and if I can’t get usable information about my accounts quickly, I may have to.

    • SMCU says:

      Brett,

      We have gotten several comments about this, and we are seeing the same thing over here. We are looking into this and should have an update soon. Thank you for the question!

  8. Kaye says:

    I would REALLY love to be able to view pending transactions when I log in to my account. Can you please add in that functionality?

    • SMCU says:

      Thank you for your feedback, Kaye. We’ll be sure to discuss this functionality with our technology providers.

  9. Naveen Sanger says:

    how can i sign up for online banking ?
    there is no link in your web-site

    • SMCU says:

      Thanks for the question, Naveen. You are automatically signed up for Online Banking when you become a member. The first time you log into Online Banking, you will use your member number and a default password. Your default password is either the last 4 digits of your Social Security Number or your 4-digit Telephone Banking PIN if you have already logged into the Telephone Banking system.

  10. Ken says:

    Looking forward to the update on 11/27, but right now, I would give anything for more speed at login. The login is so slow, and appears to be getting slower by the day. Like really, it’s nearly unusable at this point. Logged it about 5 minutes ago – the loading wheel is still spinning.

    Is the 11/27 upgrade going to address the site speed too? Sure hope so, or more secure and more intuitive won’t be of much value.

    Thanks for allowing us to comment.

    • SMCU says:

      Thanks for the question, Ken. We have gotten several comments about this and will be discussing it with our technology providers at the next opportunity. We’ll be sure to update this post when we have more details.

  11. Kyle says:

    I would love to see the text/e-mail alert system upgraded to send instant transaction notifications.

    I used to have this feature with a big national bank, and though I hated that bank, it did make my accounts extremely fraud proof because I got an alert on my phone the instant any transaction took place. I also didn’t need to keep receipts because all my transactions were instantly sent and stored in my e-mail account.

    Please consider this feature in your future upgrades, I miss it dearly.

    • SMCU says:

      Great suggestion, Kyle. We will be working on real time balance alerts in the coming year. We’ll be sure to discuss real time transaction alerts at the next opportunity.

      Have you signed up for our free Mobile Text Banking service? You can just text “BAL” to 454545 to get your current balance or “LAST” to get your last five transactions.

  12. Chris says:

    Will this upgrade include the functionality for online deposits? That is something that I would use immediately.

    • SMCU says:

      Thanks for the question, Chris. The 11/27 upgrade does not include a remote deposit feature. We have gotten several requests for this feature and hope to provide it in the future.

  13. Diana Goodman says:

    I want to send money to my daughter. I tried your new POP transaction but it required my Driver’s License. I moved to Guam two years ago (still teaching military kids on a base) and was required to give up my Oregon Driver’s license and get a Guam driver’s license. We are an American territory but Guam is not on your pull down bar.

    • SMCU says:

      Thank you for this feedback, Diana. We’re trying to update this for you right now. In the meantime, please let us know if we can be of further assistance.

      • Diana Goodman says:

        Thank you so much for fixing this for me! I was able to register myself and my daughter and send her money.
        I greatly appreciate the speed and help that you gave me.
        Diana

      • SMCU says:

        That’s what we’re here for, Diana. We’re glad we could help!

  14. Molly says:

    Thanks for upgrading the online security.

    I have a feature request/suggestion, however: the ability to make transfers to and from ANY of one’s SMCU accounts via text message. There have been so many times when I’ve needed to transfer funds

    ~ out of my primary account;
    ~ into my primary account from a source other than the one I’ve specified on the website; and
    ~ between my other accounts.

    When using my phone, it’s frustrating to have to log in to the website (mobile or regular) with my UID, password, and challenge questions (which are required on what seems like a random basis) just to make a quick transfer. It’s often hard to correctly input a long password – and now, a UID that’s necessarily longer than my member number – using the tiny phone keyboard. One mistake and you have to start all over. Ugh!

    And once you’re logged on, you still need to go to the transfer screen, click the dropdown lists, and enter the amount. This process is time-consuming, even when the servers are running quickly, and it’s incredibly frustrating when the they aren’t.

    Convenience aside, I don’t like having to input my UID and password on my phone; it strikes me as *really* insecure.

    Of course, I’m not a programmer, so I don’t know if it’s techonologically possible to permit a wider variety of transfers via text message, but it *seems* like it would be doable: the user could enter tags for each account, the transfer tag, and the dollar amount (i.e., ACCT102 TRANS ACCT103 $100 = transfer $100 from the account ending in 102 to the Account ending in 103).

    Anyway, thanks for listening, and for the security upgrade!

    • SMCU says:

      Thanks for the great suggestions, Molly. We’re hoping to expand our mobile capabilities in 2013, so we’ll be sure to take your feature suggestions into consideration.

      We understand your concerns regarding entering your UID into your phone. While we constantly test our systems to be secure regardless of which technology you use to access them, being aware of potential security concerns as a consumer is a smart thing to do. We recently wrote a post on this very topic that may interest you: http://www.7principles.coop/e-scam-warning-malware-targeting-mobile-devices/

  15. Mike says:

    If a member relocates out of State, can the change of address be updated so that statements are mailed to the new address, and will SMCU force the account to be closed?

    • SMCU says:

      Good question, Mike! You can absolutely change your address. Just log into Online Banking and go to Secure Forms to find the Change of Address form. As long as you choose to keep your SMCU accounts open, you will maintain your membership.

  16. C. Heck says:

    Can you please add the option of receiving your authentication code by email? I am asking because:
    * I do not own a cell phone, and I don’t intend to buy one for the sole purpose of receiving your code.
    * I anticipate needing access to my accounts when I am not next to a secure phone (airports, trains, ferries, hotels, abroad, walking downtown …)
    * All other organizations I deal with send their codes by email.

    Thank you!

    • SMCU says:

      While it’s considered more secure to receive authentication codes by phone, it’s not always feasible. We will have an alternate option for those who need to receive their codes by email. Thank you for your question.

  17. Anastasia says:

    Whatever you do, just PLEASE make sure it syncs up with http://www.mvelopes.com. This is our budgeting system and we live by it! We will be so lost without this system. It is very important to us. thank you!

    • SMCU says:

      Thanks for your feedback, Anastasia. We don’t anticipate a problem with this, but if there is one, we’ll work with you to get it resolved as quickly as we can.

  18. jake says:

    it’s sunday, dec. 2, and i can’t get into my online account and no one is available over the phone. frustrating.

    • SMCU says:

      Hi Jake,

      The Online Banking upgrade requires users to update their login information to meet the new security standards. A prompt should show up when you log in. Have you completed this step?

  19. Geoff says:

    The system appears to be down. I cannot login without the one time passcode, as your system will not send me a text, or call me.

    • SMCU says:

      Hi Geoff,

      Thanks for the comment. You might want to try to receive your passcode by email. Click “I don’t have a telephone” to enter your email address.

      If this does not work, please email your name and phone number to support@smcu.com so we can sort this out with you. Please do NOT include your account number in the email.

  20. Judy says:

    Tips for iPad users? Two problems so far with your new system:
    1. Have to get security code texted to my phone every time I want to log on via iPad, even though I check appropriate boxes to not require add’l security.

    2. Bill Pay page does not allow any activity, and displays all payees incl de-activated ones.

    Thanks!

    • SMCU says:

      Judy, thank you for this feedback. #1 and the first part of #2 are new to us, so we’ll be sure to start troubleshooting that. The trouble with all your old Bill Pay payees showing up is, unfortunately, a known issue. For now, you have to manually hide them again. We are working on a patch but don’t have an ETA yet. To expedite your other Bill Pay issue, please call our Contact Center at 206-398-5500 or log into Online Banking and click “Support” at the top right to submit a ticket via Secure Email. Thank you!

      • Judy Chen says:

        I have tried logging in on my Mac laptop, and still cannot access the bill pay system. Same as with iPad. When i click on it, Bill pay is on perpetual loading, payees stay grey instead of black. I cannot pay my bills online, help!

      • SMCU says:

        Hi Judy,

        We sincerely apologize for the inconvenience. Please call our Contact Center at 206-398-5500 so we can sort this out with you. The Contact Center is open today from 10am to 2pm.