Online Banking FAQs

Q: Why is Tulsa FCU switching to the new Online Banking platform?

A: Tulsa FCU is committed to staying up to date with new technologies that will benefit our members. With the new features and updated interface of the new Online Banking platform, you will have better access to your accounts and more powerful tools to manage them.

 

Q: What new features are available with the new Online Banking platform?

A: The Online Banking platform’s new features include:

  • A more Robust Budgeting tool that offers a better system to view spending, income and savings activities, which are automatically categorized for a total financial picture.
  • Popmoney access, making it simple to send and receive money directly to/from your primary accounts; send money using an email address, mobile phone number or bank account number; and choose the time of delivery to meet your transfer needs.
  • Shared Access via email invitation will allow you to share online account access with your spouse or a family member while keeping your personal password private. Shared access can also give you a convenient way to monitor or manage accounts of loved ones.
  • Fingerprint Login will shorten login time by replacing passwords with your own unique identifier — your fingerprint.
  • Tablet App access will give you the convenience of managing your accounts anywhere — on any device.
  • With Quick Balance, you won’t have to log in to your mobile banking app just to check your balance.
  • Anytime Skip-A-Pay allows you to choose when you want to skip a payment so that the timing fits your needs.
  • A new Business Banking platform that is designed to meet the unique needs of businesses with financial tools through web, mobile and tablet integration.

 

Q: What features are being retained from the old GoTime banking platform?

A: These features (and more) are available in the new Online Banking platform:

  • Deposit checks from your mobile device
  • Order checks and view account documents
  • Schedule bill payments using Bill Pay
  • Transfer funds between Tulsa FCU accounts
  • Transfer funds to or from another financial institution
  • Manage your loans
  • View Statements

 

Q: How do I register for the new Online Banking platform?

A: You can register for the new Online Banking platform at tulsafederalcu.org by clicking “Login to accounts” on the homepage. Then choose “Not registered?” and you will be directed to a sign-up page. Your username will be your savings account number and your starting password will be the last four digits of the primary account holder’s social security number.

 

Q: Where do I login?

A: Go to tulsafederalcu.org and click “Login to accounts.” If you have never set up Online Banking with Tulsa FCU before, see the above answer on how to register your account. If you have used Tulsa FCU’s GoTime online banking before, your initial credentials the first time you log in to the new online banking platform will be:

  • Username — Current GoTime Banking username.
  • Password — Last 4 digits of the primary account holder’s social security number.

Once you have completed this step, you will verify your Identity using a 6-digit, one-time code which you may choose to receive via phone call, text message or email. Once you enter this code into the prompt, you will be able to set your new password. If you have any problems with this verification step, see the next question.

 

Q: Verification code is not working.

A: Make sure that the verification code you are using is a 6-digit numerical code.

If you are using a 6-digit code, your code may have expired. One-time verification codes expire after 10 minutes in order to ensure they are not misused. If your code is over 10 minutes old, you should request a new one by following these steps:

  • Go to tulsafederalcu.org and click “Login to accounts.”
  • Use your savings account number as your username and the last 4 digits of the primary account holder’s social security number as your password.
  • You will be prompted to request a new verification code via phone call, text message, or email and a box will appear where you should type the verification code once you have received it.
  • If you requested to receive the code via email, be sure not to close or navigate away from the browser window where you will be typing the verification code. Instead, open a new browser window to check your email.
  • Enter your verification code into the box provided.
  • If you are still having trouble getting the verification code to work, please call our Member CARE Call Center at 610.0200,

 

Q: I want to send the verification code to my phone, but the phone number saved in my account is no longer correct or I don’t have access to my phone right now.

A: Please call our Member CARE Call Center at 918.610.0200 and one of our support staff will be able to update your contact information for you.

 

Q: I received the verification phone call, but the system is responding “That is not a valid extension.”

A: Press the # Key

 

Q: What is a Username?

A: A username is a unique set of characters created by you during the registration process. Each username must follow three simple rules:

  1. It cannot be identical to your account number or your password
  2. It must be a minimum of 6 characters long
  3. It cannot contain only numbers, it must contain letters as well

 

Q: I forgot my username.

A: Just click “I can’t access my account” and then click “I forgot my username” and type in your email address. An email with your existing username will be sent to you.

 

Q: I forgot my password.

A: On the sign-in page, click “I can’t access my account.” Then type in your existing phone number and username and click the “Send me a password” button.

 

Q: I am still unable to login.

A: If you have made too many incorrect login attempts, your account may be temporarily locked as a safety precaution. To unlock your account, call our Member CARE Call Center at 918.610.0200.

 

Q: I need to change my username or password.

A: Once you are logged in, click on “My settings” on the top right of the screen. Click “Edit” next to the item you would like to change.

 

Q: I need to reset my debit and/or credit card PIN

A: You may call our Member CARE Call Center at 918.610.0200 to obtain a new debit/credit card PIN.

 

Q: My mobile device was stolen or lost.

A: Follow these steps:

  • Call your carrier to report the incident and cancel service to the phone/tablet.
  • Call our Member Care Call Center at 918.610.0200 to cancel your device’s access to the Online Banking platform.

 

Q: I can’t put my cursor in the field to set up phone number.

A: If you are using Internet Explorer 11, please download either Firefox, Safari, or Chrome internet browser and use that to access the Online Banking platform instead.

 

Q: Will I be charged a fee to access the new Online Banking platform?

A: No additional fees will be assessed to access the new Online Banking platform. However, some fees may apply to use optional services.

 

Q: How do I add an alert for my account in the new Online Banking platform?

A: To add an alert, choose the “Additional Services” tab and click “Alerts.” Then choose “Add an alert.” You will have many options when adding an alert to your account, including alerts for balances, transactions, sign in, and messages.

 

Q: How do I view my statements online?

A: Click on the “Additional Services” tab and choose the “eDocuments” option. A new window will open displaying your statements. Click on the desired statement to view. All monthly statements will be archived and available on the new platform up to 18 months.

 

Q: How do I view my transactions?

A: You can click on the “My Accounts” tab, then click on the account you would like to view to see your transaction history. If you only need to see your most recent transactions, you can always click on the “Quick Peek” link.

 

Q: How do I search my transactions?

A: To search for a transaction, click the “My Accounts” tab and choose the account you want to view. Next to “Narrow by items containing,” there is a box where you can keyword search transactions you are looking for.

 

Q: I have a question about a transaction on my account.

A: Send a secure email to us by selecting the “Secure forms” tab. You may also call our Member CARE Call Center at 918.610.0200.

 

Q: Is my money still protected if I use the new Online Banking platform?

A: Your account(s) are federally insured by the National Credit Union Association (NCUA).

 

Q: I need to request a copy of a past check (also known as a research request).

A: Click on the “Secure Forms” tab and choose “Check copies.” Then complete the information required to request a copy of a check. Applicable fees may apply according to our fee schedule. Please allow seven to ten days for your request to be completed.

 

Q: I need to reorder checks through the new Online Banking platform.

A: To reorder checks, click on the “Additional Services” tab then choose “Check Reorder.” A new page will be displayed with your check order information. Please review your check order prior to submission. Applicable changes will be assessed on your account for the order. If this is your first time to order checks for your account, you will need to order your checks through the Member CARE Call Center at 918.610.0200 or at one of our 14 branches.

 

Q: I need to change my address, phone number or email address in the new Online Banking platform.

A: Click on “My Settings” and then click the “Edit” link next to the information you would like to change. Edit your information and then click “Save.”

 

Q: I need to place a stop payment on one of my checks through the new Online Banking platform.

A: Click on the “Additional Services” tab and then choose “Check Stop Payment” from the drop-down menu. Please make sure the information for the stop payment order is correct and that the check has not already cleared your account. A stop payment fee will apply.

 

Q: I need to make a credit card payment.

A: Under the “Move money” tab, you can make a transfer from any of your Tulsa FCU accounts to your credit card. You can also click the “My Accounts” tab and click “Pay” next to the credit card account you would like to make a payment to.

 

Q: What months can I use Skip-a-pay?

A: For Online Banking users, any 2 months of a rolling 12-month period may be skipped by qualified members.

 

Q: How will my current external transfers change?

A: Any external transfers you had previously set up in GoTime banking will continue to take place, but will not be visible to you on the new Online Banking platform. To update this, cancel your current external transfers through the Member Care Call Center at 918.610.0200 or at any branch location so that the external transfer is not duplicated and you are not charged twice. Once you have canceled your old external transfers, you can set up the new external transfers through the new Online Banking platform.

 

Q: What is Popmoney?

A: Popmoney allows you to send, receive, or request money to/from almost anyone without complications. Current members can register on our website at tulsafederalcu.org. Non-members can register at popmoney.com

 

 

Bill Pay FAQs

Q. How do I enroll in Bill Pay?
A. The first time you log into the Online Banking platform you’ll be prompted to enroll in Bill Pay. You can also enroll through the Online Banking platform by clicking the “billpay” tab and accept the terms and conditions.

Q. How do I set up a payee?
A. Click the “Billpay” tab and type in your desired payee’s name. Complete the new payee’s information and click “Add Payee.”

Q. How do I pay my bill?
A. Once your payee has been setup in Bill Pay, you will enter the payment amount and select a payment date. Then click the “Pay” button. Next, review your confirmed payment information.

Q. Why am I being asked to accept the Bill Pay terms and conditions again when I have already accepted them?
A. If you have not logged into online banking for more than 60 days, you will be asked to re-accept the Bill Pay terms and conditions. Once you have accepted the terms and conditions you may begin using your Bill Pay again.

Q. Where can I view my scheduled payment?
A. A list of scheduled payments is available under the “Billpay” tab and in the “My Payments” option.

Q. How will my payments be processed?
A. If the delivery method of payment is by check, the scheduled payment will be sent on the process date and deducted from your checking account after the payee has processed your payment. If the delivery method for payment is electronic, the scheduled payment will be deducted from your checking account on the processing date.

Q. How do I know if the transaction is going to be processed by check or electronically?
A. Once you have set up you Bill Pay, the icon to the left of the payment amount will indicate the payment type. Check icon = Check and “Lighting Bolt” icon = Electronic.

Q. Why can’t I schedule a transaction for today?
A. Bill Pay transactions are scheduled according to the selected payment date. Depending on your delivery method (electronic or check) the process date may vary. Checks may be processed up to seven business days prior to the payment date.

Q. Where do I find my confirmation number?
A. The confirmation number may be found within the Bill Pay history. You will also receive an email showing your Bill Pay confirmation number.

Q. How do I cancel a pending transaction?
A. Delete or edit a payment up before the processing time – 9:30p.m. Central time. If your transaction is already in process please contact the Member CARE Call Center at 918-610-0200.

Q. Where do I find my payment history?
A. Under the “Billpay” tab, click “history.”

Q. How do I view or pay my eBill?
A. Make a payment or view your eBill under the “eBills” tab within the “Payments” option.

Q. How do I send money to another person?
A. Go to the Bill Pay main page, then click in the “need to pay someone new” box, then click add. You can also send money using Popmoney.

Q. How do I set up Bill Pay alerts?
A. Click the “Billpay” tab, then click “Edit Reminders and alert preferences”. If you want to disable the alerts, you can do so by unchecking the check-mark box.

Q. I have a business account and Bill Pay is not working.  
A. This may be a setting within our system that will need to be updated by a Member CARE specialist. Contact 918.610.0200 to correct this issue.