Frequently Asked Questions
This page aims to answer many of the frequently asked question pertaining to Members 1st Online, and the new Members 1st Enhanced Security Features.
Simply select a topic from the links below to be taken to a list of commonly asked question and answers; as always in the event that your question is not answered please contact the Members 1st TeleBranch Department at:
| TeleBranch (Customer Service) |
(800) 237-7288
Account & Transaction Inquiries
|
| |
| TeleBranch (Customer Service) Hours |
| Monday - Wednesday |
7:30 am - 5 pm |
| Thursday |
7:30 am - 6 pm |
| Friday |
7:30 am - 7 pm |
| Saturday |
8:30 am - 2 pm |
|
Members 1st Online FAQ
Members 1st Online Enhanced Security Features FAQ
Members 1st Online Frequently Asked Questions
Members 1st Enhanced Security Features Frequently Asked Questions
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Getting Started with Members 1st OnlineTOP OF PAGE
If you are not a current Members 1st Online user:
Because the use of this area is limited to our credit union members only, you must have a Members 1st Online password to access this restricted area. The Members 1st Online password you use to access this area is not the same as your Telephone PIN. You use the Telephone PIN for our EZ Call telephone service or when calling TeleBranch (Customer Service). The Members 1st Online Password allows you to access any service within Members 1st Online, including accessing your account information, Electronic Statements, Bill Payer, and all other restricted services.
If you need a Members 1st Online Password:
To obtain a Members 1st Online password to access Members 1st Online, please call TeleBranch (Customer Service) at (800) 237-7288 or
stop by any branch location for instructions.
For security purposes and to protect your identity, we must have a paper application on file that contains your original signature for verification purposes.
Forgot your Members 1st Online password?
Only primary and joint members on any account may inquire about the Members 1st Online password for a specified account. The primary or joint member can reset the password by calling TeleBranch (Customer Service) or visiting one of our branches. Additionally, primary and joint members may reset passwords online directly from the Members 1st Online login page. In each case, the primary or joint member needs to have identification available and provide it upon request. This is for your protection and security.
For security reasons, we cannot tell you what your Members 1st Online password is. However, if you know your Telephone PIN, our TeleBranch (Customer Service) representatives can reset your password over the phone.
Want to change your Members 1st Online password?
If you are a current Members 1st Online user, there is no need to complete a new Electronic Services Application. If you want to change your current Members 1st Online password, you may do so after logging in to Members 1st Online and clicking on the My Profile link. Under "My Profile Options," click on "Change Members 1st Online Password." If you have forgotten or frozen/locked your Members 1st Online password, please see the previous question.
Will I have to change my password regularly?
At this time we will not require changing passwords although it is an option for the future if threats to security regarding passwords should ever increase to a point that we feel we need to put it in place.
What are the federal regulations regarding stronger passwords?
The
Federal Financial Institutions Examination Council (FFIEC) has released governing documents regarding authenticating users in an electronic banking environment. The documents go into detail on a variety of acceptable methods to strengthen security on Internet based services including strong passwords. Below is one governing document:
IT Security Compliance Guide
Want to change your Telephone PIN?
You may change your Telephone PIN by visit your local Members 1st branch or by requesting an application via TeleBranch at (800) 237-7288.
Want to change your PIN for your VISA Debit Card or ATM card?
To change your PIN for your VISA Debit Card or ATM card you please visit any Members 1st branch location.
If you are out of the Members 1st branch area, please contact our VISA Card Center at (800) 283-2328 for additional information.
Can I export data to Quicken, Microsoft Money, or Excel?
Yes! Your transactions can be exported from Members 1st Online and imported into the following Personal Financial Management (PFM) software packages:
- Quicken for Windows: versions 99 - 2004 & 2005 & above
- Quicken for Mac: versions 2000 & above
- Microsoft Money: all versions
- QuickBooks
- Excel
For help with exporting data, please view our Exporting Data Help Page.
I need help exporting data.
For help with exporting data, please view our Exporting Data Help Page.
Why doesn't my information download automatically into my MS Money anymore?
Members 1st does not support "Direct OFX" using MSN Money and MS Money Online Services. Please use Web Connect within Members 1st Online to download an OFX file.
Why doesn't the One-Step Update in Quicken work anymore?
Members 1st does not support "One Step Update" using Quicken. Please use Web Connect within Members 1st Online to download an QFX file.
Online Banking AssistanceTOP OF PAGE
Why am I not able to type anything into the login and password box?
You are more than likely having this problem because you are using a browser that isn't included in our list of supported browsers. Please check our Supported Browsers page.
If you are using a browser that is included in the list and this problem continues, please close all browser windows and then try again.
Why do I get logged off in less time than set up in my profile?
You can increase your session time out value up to 20 minutes by going to the section called My Profile and clicking on Account Preferences. To save this setting you need to allow cookies to be saved.
The setting to allow cookies is often within privacy or security settings for your internet browser. You will need to reference your internet browser’s Help area to learn where the specific setting is located.
Transaction InformationTOP OF PAGE
What type of pending transactions are displayed on the Account Detail page?
Debit card preauthorizations, PIN-based holds, and pending deposits are displayed on this page. Unfortunately ACH withdrawals are not able to be displayed.
Members 1st Online Enhanced Security Features
Why are enhanced security features being added to Members 1st Online?TOP OF PAGE
In order to make your Members 1st Online experience as secure as possible, we provide a variety of enhanced security features to ensure your protection. The
security features may – periodically – prompt you to verify your identify before continuing.
Members 1st FCU is committed to protecting membership from potential fraud and ID theft and fully supports the new guidelines. As such, Members 1st FCU introduced
the use of strong passwords on home banking services in August 2006 and introduced multi-factor authentication solutions in February 2007. Multi-factor authentication
includes the use of challenge questions and personal images in addition to “back office” processes to continually evaluate geo-location information
and usage activity. This also means that there may be periodic changes in security to Members 1st Online in order to continually provide you with the highest protection
possible.
Members 1st FCU is committed to protecting membership from potential fraud and ID theft and fully supports the new guidelines. As such, Members 1st FCU introduced
the use of strong passwords on home banking services in August 2006 and will be implementing multi-factor authentication solutions in February 2007. Multi-factor
authentication includes the use of challenge questions and personal images in addition to “back office” processes to continually evaluate geo-location
information and usage activity. This also means that there may be periodic changes in security to Members 1st Online in order to continually provide you with the
highest protection possible.
The guideline document presented by the Federal Financial Institutions Examination Council (FFIEC)
titled
"Authentication in an Internet Banking Environment" is
available and can be viewed at the FFIEC’s website -
www.ffiec.gov.
What are the security enhancements?
Our multifactor authentication system adds a layer of protection to your online account by letting you know it’s really us, and letting us know it’s
really you.
- You pick one of thousands of images and write some brief text to help identify the image to you.
- Every time you attempt to log into Members 1st Online your image and the caption you gave it will appear before you enter your password.
- You will also be prompted to answer some of your security questions before performing certain actions within Members 1st Online. These include change address,change email, withdraw by check, change password and/or security questions, and change profile. This is to make sure that the person requesting the action is really you.
- Seeing your image and text will let you know that you are at the real Members 1st Online site and not a fake or fraudulent site. This means it is safe to enter your password.
- If the correct image and text do not appear, do not enter your password.
*Remember: Once you have signed up, NEVER enter sensitive information such as your password without first seeing your personal security image and text.
- The security system will recognize the computers you normally use to access Members 1st Online.
- If you or someone else attempts to log in from a new or unrecognized computer, you will need to answer a security question that only you should know the answer to before being allowed to continue.
Where do I enter my password?
You should not enter your password until you see your personal security image and the caption you entered. To begin logging in, simply enter your account number and click on the sign in button. You will then see your personal image and the caption you entered on the next screen where you can safely enter your password to gain access to your account.
Will I be asked for more information all the time now?
No, you will only be asked for more information when unusual or uncharacteristic behavior is detected. This will most likely be a very rare occurrence.
How is my password affected?
Your password is not affected. Your personal security image, caption, and challenge questions and answers you provide are separate from your regular password.
Enrollment for Security EnhancementsTOP OF PAGE
How do I sign up for the new security enhancements?
You do not need to do anything to initiate this process. You will be prompted to select your personal image and caption and security questions. When you are prompted, please take a moment to set up your image, text and questions in order to add an additional layer of protection to your account.
How much will it cost?
There is absolutely no cost associated with the security system.
When will I be asked to answer my security questions?
You will be prompted to answer one or more of your security questions when a particular activity or transaction appears to be unusual or uncharacteristic of your typical behavior. You will also be prompted to answer two of your security questions when you attempt to perform certain actions such as change profile, withdraw by check, change address, change password, and change email. This is to make sure that the person requesting these actions is really you.
What is unusual or uncharacteristic behavior?
Uncharacteristic or unusual behavior is anything that appears out of the ordinary compared to how and where you normally use Members 1st Online. If the action being requested does not appear to be something you would normally do, we will ask you for more information to make sure it is really you and not an unauthorized user.
How are you able to detect unusual or uncharacteristic behavior?
The security system takes into account factors such as the type of transactions you ordinarily perform, the computers you typically use to access your account or the typical security settings for your computer. Hundreds of factors, such as these, create a profile that is unique to you that allows us to make decisions about whether the person conducting a given activity and transaction within your account appears to be really you.
How do I know it is working?
After you complete the set-up process, the security system will work automatically. That means you are being protected every moment — when you are online and more importantly when you are not. Please note that for your protection, we will periodically ask you to update your questions and answers as well.
I am trying to log in from my own computer, but the web site is not showing me my personal security image and caption. Instead, it is asking me a question. What is happening?
This might happen in rare cases if you have deleted all cookies on your computer. Before answering a challenge question or entering your password, make sure that you are going to our legitimate web site. The easiest way to ensure this is by typing our URL directly into your web browser. Then, after you answer the security question, you should see your personal security image and caption next to the password field. If your personal security image and caption are there, you can be confident that you are at our legitimate web site and can enter your password.
*Remember: Once you have signed up, NEVER enter sensitive information such as your password without first seeing your personal security image and text.
Fraud & Security PreventionTOP OF PAGE
How will this help prevent online fraud?
If your user name and password are stolen, the fraudster would have to be able to answer your security questions correctly before being able to
access your account or complete a fraudulent transaction. If the user is not able to provide this information, the activity would be blocked. This added layer
of security helps us protect your online account at all times. The personal image and caption also help you to ensure that you are always logging in to our legitimate
web site, not a fraudulent one.
I check my account very often, wouldn't I know if something unusual showed up on my account?
It is great that you check your account frequently! It is always a good idea to regularly monitor your account for any unusual activity (like payments
you didn't make). This security service helps prevent those incidences from ever occurring, so when you check your account everything is exactly how it should be.
Is my personal information still safe?
Yes. In fact, your personal information is safer than ever before because we are making sure it is really you and not an unauthorized user trying to
access your information.
I already have anti-virus and a personal firewall. Why do I need this?
We are glad to hear you use anti virus and a personal firewall. Be sure that you keep both software programs up-to-date for the best possible
protection against viruses, Trojans, and hackers. This new security feature protects against another kinds of threats such as a stolen user name and password.
It works with your other personal security programs, but it does not replace them.
I share my computer with someone who has a different account. Can both of us still log-in from this computer?
Yes, you can both use the same computer to log-in to your individual accounts. There is no limit to the number of people that can log-in to various
web sites from the same computer. However, you should consider choosing security questions that only you will know the answer to.
My spouse and I have a joint account. Will be both continue to be able to log-in to the account?
Yes, you can both continue to log on to the account as usual. However, you may want to establish your security questions together so that you both
know the answers if you are ever prompted to provide additional information when logging in.
Selecting Your Image and QuestionsTOP OF PAGE
Am I able to choose the same picture for all my accounts?
Yes. However the pictures display in a random order to show the variety of available options and with thousands of picture options it could take a long time to find the same picture. Rather than selecting the same picture we suggest that you select pictures with a common theme: puppies, frogs, nature scene, food, etc.
Can I change my personal security image and caption or security questions?
Yes, you can change your personal security image, caption, and security questions at any time. To make the change, go to the my profile tab after you
log-in to your account. Please note that for your protection, we will periodically request that you update the information as well.
How should I choose the secret answers to my security questions?
Your answers should be something you can easily remember, yet not readily known by others.
Try to avoid using answers that will change over time. If you share account access with anyone else,
you may want to establish your security questions together so that you both know the answers if you are
ever prompted to provide additional information when logging in. Enter your answers carefully as you will
need to supply exactly the same answer if you are ever prompted with one of your security questions.