eBanking FAQs

• Do I need to reregister if I previously used eBanking online and mobile app? No, you can use your current log in credentials. If you try to re-register it will give you an error message stating “It looks like you’ve already enrolled.”
• Why is it making me set up a 2-step verification when I log in? This 2-step verification process is an extra layer of security used to verify you when logging in on an unrecognized device.
• If I cannot log into my account on the new app, what do I need to do? You can call or text us at (586) 276-3000 for help with using the new app.
• Is there a limit on the number of devices that I can download the new eBanking app to? No, there is no limit to the number of devices you can download it to.
• Will my eAlerts carry over to the new eBanking platform? No, alerts will not carry over to the new eBanking platform. You will need to set them up again. There are different alerts options to choose from.
• Are my online or mobile chat messages with the app secured? Yes! Your messages are protected with multiple layers of security to ensure your information stays confidential.
• Will I be able to view the same amount of account history as I see today? No, when you first login you will see 120 days (4 months) of account history. As time goes on, you will see up to 12 months of account history.
• Can I locate my routing and account number on the mobile app? Yes, this information is available online and via mobile app when you click on the individual share.
• Can I apply for a loan or create an additional share? Yes, you will have the option by clicking on “Apply for a Loan or Share” in the side menu once logged into eBanking.
• Can I get a loan payoff using eBanking? Yes, you can get same-day loan payment information when logged into eBanking. Click the loan account you want to get more information on. You will then see an option for “Loan Payoff”. This quote will include accrued interest and is valid for the date specified.
• How do I transfer funds between another financial institution and my ECU account online? You can utilize the External Transfer option using eBanking online or the eBanking App to transfer funds from another financial institution to your Extra Credit Union account and vice versa.

Before you can complete a transfer, you must add the other financial institution as a verified payee. To do so, follow these steps:

1. Log in to eBanking online
2. Select Transfers from the left-side menu.
3. Then select +External Transfers.
4. Put in your eBanking password.
5. Add new payee by entering the routing number and account number of your financial institution.
6. Extra Credit Union will send two small deposits to the account at your other financial institution within 1-3 business days.
7. Once you see the deposits, return to External Transfers to enter the amounts and click confirm.

Once these simple steps are complete, you will be able to move money back and forth as you need from the Transfers section in the left-side menu.

• When I am trying to create an External Transfer, why is it asking for my password? This is considered a high risk action and requires your password to proceed. This is an added extra layer of security.
• Will my scheduled transfers carry over to the new eBanking platform? Yes. If you had scheduled transfers set up in the previous online banking system they will display in the new eBanking platform.
• Why is my scheduled transfer not displaying? If the next transfer date is in the past, the scheduled transfer will no longer display. For example, if a loan transfer was scheduled for yesterday and you did not have the funds to transfer it will not occur nor advance the next transfer date. The transfer will still try to pull funds; however the transfer itself will no longer display since the date is now in the past.
• Why can I not edit a certain scheduled External Transfers? You can edit External Transfers that you set up in eBanking online or via the mobile app. If the transfer was set up by an Extra Credit Union employee, you will have to contact the credit union to edit it.
• Do you offer mobile P2P real-time payment options like Zelle, CashApp, Venmo or PayPal? Zelle is coming to the app in the near future but is not available currently.
• Will my Bill Payment information that I set up in the previous system carry over? Yes, your Bill Payment information will carry over into the new eBanking platform.
• Will Quicken still be available as a download option? Yes, Quicken will be available as one of the download formatting options in eBanking.
• Why do I see my Members First Mortgage (MFM) information under accounts? You will see your updated mortgage and full account number; however, this information is read only. You will not be able to make a payment on your mortgage or access any other options within the screen.
• Will Money Desktop be available with the new eBanking platform? Money Desktop will no longer be available in the new eBanking platform.
• Will I still have the option to search for ATM/Shared Branching locations via the mobile app? Yes, you can search for a fee free ATM or Shared Branch location via the mobile app. This feature is located in the side menu under Support.
• Why can I not take screen shots while logged in to the mobile app with my Android phone? If you are using an Android phone, click on your profile, then go into settings, click the security tab and toggle on “Allow screenshots”.
• Can I opt in or out of Point of Sale Pay via the mobile app? Yes, you can opt in or out of Point of Sale Pay using the mobile app. This feature is located under your checking product. Just click on Settings and then Overdraft Services.
• HELP! I still have questions! We’re here to help! If you still have questions, please call or text us at 586-276-3000. If you’re logged into eBanking, you can try out the new Chat feature!

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