Visa® Account Access FAQs

Getting Started

 

How do I register for Visa Account Access?

To register for Visa Access, simply log on to our web site at ExtraCreditUnion.org, click on the Login button at the top of the screen and choose Visa Access. To register, simply click the link on the left side of the screen and enter the necessary information.

 

You will have access to your account as soon as all the information is authenticated (verified and confirmed), which typically takes less than a minute. Using Visa Account Access is free.

 

Do I need any special software or hardware to use this product?

You will need to have a browser installed on your PC that is capable of 128-bit security encryption. This is also sometimes referred to as 128-bit Strong Encryption. Most current browsers, such as the latest versions of Microsoft Internet Explorer and Netscape Navigator, have this capability. If you do not have sufficient browser encryption capability, you will receive an “Insufficient Browser Encryption” error message when you try to login. In addition to the error message, you will be provided with links where you can obtain the required browser versions.

 

Can I use any PC to view my account information?

Account information is delivered from a secured site through the World Wide Web, so you will be able to sign on to any PC with Internet access and a compatible browser to view your account information.

 

Who do I contact if I need assistance with this service?

If you need assistance registering your Visa account, please contact Extra Credit Union at (586) 276-3000, or call (888) 918-7411 for additional support.

 

What if I forget my password?

On the main login page, there is a menu option called “Forgot Password.” This screen will allow you to change your password by supplying both your user ID and Social Security number.

 

What if I forget my user ID?

On the main login page, there is a menu option called "Forgot User ID." This screen will allow you to retrieve your user ID by supplying certain information.

 

What happens if I try to register and receive a message indicating the account already exists?

For security purposes, the system will only allow your Visa card to be registered with one user ID. Therefore, if the card is already registered with another user ID, you must choose the option to delete all prior instances to be able to view your card information with the new user ID.

 

Can I change my user ID and password?

Yes, you can change your password by clicking on the “Card Profile” link on the Navigation Menu and selecting “Change Web Password.” If you want to change your user ID, you must re-register for Visa Account Access (see above).

 

What are the security features of this program? How is my information protected?

The site uses 128-bit encryption, which scrambles all information sent between your PC and our site. When you login to your Visa account, a secure or “locked” session with the server is established using a protocol called Secure Sockets Layer (SSL) Encryption.  This means that random numbers are chosen for the session that act as “keys,” which must be exchanged between the browser and server to scramble and then de-scramble the information being sent between them. This ensures privacy of the information, as well as making it impossible for any other browser to impersonate your browser or alter any information being sent. Access to your account is also password-protected. You must enter your private user ID and password in order to login to your account. Please do not reveal your user ID or password to anyone. To further ensure privacy of your account, we recommend turning off any automatically saved passwords or “AutoComplete Passwords” settings in your browser. Having this option turned on makes the security of your private information more vulnerable to unauthorized users. (If you are using Microsoft Internet Explorer, go to “Tools” and choose “Internet Options.” From there, go to the “Content” tab and click on the “Auto Complete” button. Uncheck the “User names and passwords on forms” option. You can also click on “Clear Passwords” to remove any previously saved passwords from the AutoComplete history of the PC.) The site has also been reviewed and certified for compliance with the recommended security requirements by TruSecure®.

 

What does the TruSecure® logo represent?

TruSecure® Corporation is a worldwide leader in Internet security assurance services, which provides a comprehensive security assessment and assurance program that helps hundreds of businesses reduce their information security risks. Seeing the TruSecure® logo displayed on this web site means that the site follows TruSecure’s risk reduction methodology and that TruSecure® has reviewed the security policies, practices, and physical and technical infrastructure associated with this web site. TruSecure® has determined that the hardware and software that supports this web site meets or exceeds their requirements for security certification, and that this web site is in compliance with the TruSecure® Essential Practices for security assurance.

 

View Account Information

 

How do I get additional credit card information not provided on this site?

For more information, you can contact Visa Customer Service at 1-800-654-7728.

 

How often is credit card information updated on this web site?

Your account balance, available credit line, payment information and transaction information are updated nightly on all regular business days.

 

If I want to view information about another one of my Extra Credit Union credit cards, how do I select another credit card from the main screen?

Click on “Recent Activity” from the Navigation Menu. The “Recent Activity” screen will display. From the “Select Card” drop-down list, select the account that you want to view. (If you only have access to one card, no other card will appear in this list.) The “Recent Activity” screen will re-display with information for the account you selected.

 

Can I activate a new or replacement credit card using this web site?

Yes, you can activate a new or replacement card using this program. Just click on the Cardholder Care Menu” on the left-hand side of the screen and choose the appropriate link.

 

How do I get information on transactions dated prior to the transactions that are currently displayed on the “Recent Activity” screen?

Click on “Card History” from the Navigation Menu, which will display the “History Results” screen. From the “Select Another Statement” drop-down list, select the statement history period for which you want to see transactions. The “History Results” screen will re-display with transactions for the selected statement period.

 

What do I do if I have an unauthorized transaction on my account?

Please contact Visa Customer Service at 1-800-654-7728.

 

How do I obtain information on other Extra Credit Union accounts, such as my checking or savings account?

Our Online Banking and Visa Access are two separate programs, so you cannot view other account information with Visa Account Access. To view information on other accounts online, you can login to Online Banking and enter your account number and password. If you are not already an Online Banking user, please refer to our web site to find out how to sign up for this free service or call us (586) 276-3000 for information.

 

Why does the total of my credit card account balance and my available credit not equal my credit line?

This can happen when there are outstanding authorizations that have not yet posted as transactions on your account.

 

How do I obtain information on a previously reported dispute?

Call the telephone number provided on the letter of acknowledgement of the dispute. If you have not received a letter of acknowledgement, call Visa Customer Service at 1-800-654-7728.

 

Why is my minimum payment amount listed online different than the amount that appears on my paper statement?

The minimum payment displaying online could be different than what is on your paper statement because it may or may not include any over-limit or delinquent amount that is currently due to bring your account current.

 

Making Payments

 

Can I make a payment to my credit card account online?

Yes, the “Pay-My-Bill” option is available for making payments online. This option is free and can be found on the Navigation Menu. Pay-My-Bill enrollment must be completed before payments can be made online. Once logged on to Visa Account Access, please see the Pay-My-Bill menu option or Help for additional information about how to enroll and use this service. You can find the address to mail a payment by clicking on the Payment Address link on the “Cardholder Care” screen or the Payment Options link on the “Recent Activity” screen. The “Payment Mailing Address” screen will display.

 

How long will it take for my payment to be processed?

Payments made Monday through Friday anytime before 5 p.m. (EST) will be processed on the same business day. Payments made Monday through Friday after 5 p.m. will be processed on the following business day. Payments made on the weekend or on a holiday may take up to two business days to be processed. The funds will be deducted from the checking account you authorized during the Pay-My-Bill enrollment approximately two business days after the payment is authorized.

 

What should I do if my last payment has not been posted?

Contact Visa Customer Service at 1-800-654-7728.

 

Can I cancel a payment I authorized online?

Unfortunately, once you authorize a payment online, you cannot cancel it.

 

Cardholder Care Menu

 

Are there any charges for the services listed under the Cardholder Care Menu?

No, all of the services listed are free online.

 

Can these services be used for any type of Extra Credit Union Visa card?

No, a replacement card for a Home Equity Platinum Visa credit card (which is tied to an Extra Credit Union home equity line of credit) cannot be ordered online, and cardholders with these cards cannot change their address or phone number online. All other services are available to any Extra Credit Union Visa credit card.

 

How far back can I order statements online?

Statements for the past 12 months are available for free online. If a statement from more than a year ago is needed, you will have to contact Extra Credit Union’s Visa Department at (586) 276-3000 and a $1 per statement fee will be charged.

 

I ordered a statement online, but never received it. What should I do?

If you ordered a statement online and have not received it, it could be because you did not have any activity on your account during that particular time period. If you have had activity on your account and have waited the 8-10 business days it may take for the statement to arrive, please give us a call at (586) 276-3000 and we will research the issue for you.

 

I ordered a statement online. What type of envelope should I watch for in the mail?

The envelope will have the Cardholder Services logo in the upper left-hand corner with their address. It will not say Visa or Extra Credit Union anywhere on the envelope so be sure to keep your eye out for it in the mail.

 

I just ordered a statement online, but I also need to update my address. Why am I getting an error message when I try to do this?

For security reasons, you must wait three business days from the day you ordered a statement to change your address online.

 

I sent an inquiry, but do not recognize the subject line on the reply message I received. Is it safe to open?

Yes, if you have recently sent an inquiry, the response message will have a very long unidentifiable subject line. It will look something like the following: Fw:WT20050314_0000000002APPLICATION=InfoLink;ORGID=3200;FUNCTIONID=1604. The keyword that will tell you that this is your response message is “InfoLink,” which refers to the Visa Account Access online program. Also, the first set of numbers and letters that you see will be your tracking number that you will need to include in all future replies about this inquiry.

 

I am trying to use one of the services listed on the “Cardholder Care Menu” but I’m getting an error message. Why?

There are numerous reasons why you may not be able to access one or more of these services. Please call Extra Credit Union at (586) 276-3000 so we can look into the issue for you.

 

Help Technical Support

 

Why does my account automatically close me out of Visa Account Access?

For security purposes, if you are logged into Visa Account Access and remain inactive for a period of 10 minutes or more, your account will automatically be signed off. If you would like to continue using the program, simply log back in.

 

When I try to download my transaction information, the transactions are displayed directly on my browser instead of prompting me to Save/Open the file. How do I download transactions?

This happens because the browser is not setup to understand the ‘File/MIME Type’ of the file you are trying to download. To resolve the issue, follow the steps provided for specific browsers in the “Downloading Transaction Information” topic under the “Downloading for Quicken, Money or Excel” section of the Help menu option.

 

Why does the screen sometimes freeze when using a Netscape browser while using the “Pay-My-Bill” or “Add A Card” feature?

Unfortunately, certain versions of the Netscape browser have known issues within the “Pay-My-Bill” and “Add A Card” features. If you would like to use these features, we recommend using another browser or a different version of Netscape to do so, if possible.

 

How can I find answers to additional questions I need help with?

Once logged in to the program, you can view and search the extensive Help section available online. You can also click on the “Cardholder Care Menu” on the left-hand side of the screen and make a general or transaction-based inquiry directly. If you aren’t able to find an answer online, please call Extra Credit Union at (586) 276-3000, or call (888) 918-7411 for additional technical support.

 

Revised 06/09