Online Banking FAQs

General FAQs

What browsers work with Online Banking?

To use Online Banking you need to have the latest browser that uses 128-bit encryption. Internet Explorer 7 and higher, Firefox and Safari. Please download one of the three supported browsers listed below.

How to register for Online Banking?

If you have never logged into Online Banking, click the "Register" link under Account Access on the left-hand column of our website. Follow the on-screen instructions.

Login Instructions
Getting Started with Online Banking is Easy and Secure.

Because your security is our first priority, we ask that you call 210-442-0100 to request a username and login password.

  1. Enter Your Username & Password
  2. Select Your eStamp
    To protect your account, first you will be asked to choose an eStamp. You may choose from one of the six images presented or use the arrow at the bottom right to see more options. After you select an image, you can personalize it with a caption. You should see your eStamp every time you login to your account. If you do not see your eStamp, close your browser completely. Return to the website by keying firstmarkcu.org and access your account.
  3. Establish Your Security Questions  
    Security questions provide an additional layer of security. Security questions will be asked if you or someone else tries to access your account from a computer that is normally not used to access your account. You’ll need to re-enter your password and answer at least three questions.
  4. That’s it … Select Continue to Access Your Account!

How to register for mobile banking if you do not have online banking?

If you have never logged into Online Banking, click the "Register" link under Account Access on the left-hand column of our website. Follow the on-screen instructions.

How to register for mobile banking?

  • Click on the "Options" tab
  • Then click on "Mobile Settings"
  • Check "Enable web access for your mobile device
  • Enter your mobile phone number
  • Choose your wireless provider. NOTE: if you are a Cingular user that merged into AT&T, please select Cingular as your carrier.
  • Select the accounts you want to access from your mobile phone
  • Click the "Submit" button and a text message will be sent to your phone:

You can access mobile banking by browsing on your phone to http://mobile.firstmarkcu.org

How do I set-up email alerts?

  • Click on the "Options" tab
  • Click on the "Alerts"
  • Choose the type of alert you would like to set-up such as: "Events, Balance or Personal."
  • Now choose what will prompt an alert. Some alerts will allow you to enter a dollar amount such as the "Balance" alert below:

How do I reset my password?

  • Click on the "Options" tab
  • Under "Modify Login Information," enter your current password then your new password. Passwords must be between 4 and 10 characters
How do I transfer money between my Firstmark Credit Union accounts?
  • Click the "Online Banking" tab
  • Choose "Transfer" from the far-right, drop-down menu
  • Select the appropriate accounts to transfer from and into
  • The amount to transfer
  • The frequency
  • The date
  • Then click the "Submit" button
How do I transfer money to a friend at Firstmark Credit Union?
To enable this function, please call the Member Contact Center at (210) 442-0100 or (800) 683-1211.
How do I set-up Interbank Transfers?
  • To enable this function, please call the Member Contact Center at (210) 442-0100 or (800) 683-1211. Once enabled, follow the instructions below.

  • Click on the "Online Banking" tab
  • Click on "Interbank Transfers"
  • Click on "Add Account"
  • Fill out the Enrollment Entry
    • Account Name - This is the nickname you will see within Online Banking to transfer to or from
    • Financial Instituion Name - The full name of the institution you wish to transfer to or from
    • Routing Number - This is the nine digit number of the other financial institution
    • Account Number - The account number of the other financial institution
  • Click "Submit"
  • You will receive a micro payment of less than a dollar within three business days. This micro payment will be used to verify your Interbank Transfer. Enter the amount of the micro payment to verify the account. NOTE: do not use dollar signs or decimals when entering the amount. (i.e. if the amount is $.74 then you would enter 74)
How do I pay my credit card bill?
  • Click the "Online Banking" tab
  • Choose "Transfer" from the far-right, drop-down menu
  • Select the appropriate accounts to transfer from
  • Select your Credit Card from the "Transfer Funds To"
  • The amount to transfer
  • The frequency
  • The date
  • Then click the "Submit" button
How do I send secure messages to the credit union?
  • Click the "Contact Us" from the upper right-hand corner of the screen
  • Click "New"
  • Submit your message

Access Problems

My browser will not allow me to access Online Banking

You will need to download the High Encryption Pack for Internet Explorer.

I Keep Freezing my Account.

You may have saved your passwords using the AutoComplete settings within Internet Explorer. This is where you go to a site that asks you to fill in a form and it automatically does it for you.

If you have "User names and passwords on forms" checked in the AutoComplete Setting, Internet Explorer will save your user names and passwords for those fields. If we have changed your password, you may not realize that it is automatically entering your old password into this field. Here are the steps to delete this password from your database. (Note: This will also remove any other passwords you have stored in the past.)

  • Open Internet Explorer and click on the TOOLS pull-down menu located at the top of your browser.
  • Select INTERNET OPTIONS.
  • Click on the tab marked "CONTENT".
  • Click on the button marked "AUTOCOMPLETE".
  • Click on the button marked "CLEAR PASSWORDS".
  • Click on OK until exited completely from options.
I Keep Getting The Message "The Account Number Or Access Code You Have Entered Is Invalid" and I Know I Am Using The Correct Account Number or Access Code.

You may have saved your passwords using the AutoComplete settings within Internet Explorer. This is where you go to a site that asks you to fill in a form and it automatically does it for you. If we have reset you password it is most likely using the old password even though you are typing in the new one.

If you have "User names and passwords on forms" checked in the AutoComplete Setting, Internet Explorer will save your user names and passwords for those fields. If we have changed your password, you may not realize that it is automatically entering your old password into this field. Here are the steps to delete this password from your database. (Note: This will also remove any other passwords you have stored in the past.)

  • Open Internet Explorer and click on the TOOLS pull-down menu located at the top of your browser.
  • Select INTERNET OPTIONS.
  • Click on the tab marked "CONTENT".
  • Click on the button marked "AUTOCOMPLETE".
  • Click on the button marked "CLEAR PASSWORDS".
  • Click on OK until exited completely from options
I get the message "Your Account has been Frozen"

Contact the Credit Union to have your account unfrozen. You can reach us at (210) 442-0100. This happens after you unsuccessfully try to log into your account three consecutive times.

Need To Upgrade Browser

When I go to Online Banking I get the message "You Need to Upgrade Your Browser to support 128-bit encryption." I upgraded the browser and it still does not work.

There have been some issues with the Microsoft Internet Explorer download. In order for Online Banking to work, you must have a 128-bit encrypted browser. IE 6.0 boast that their browser uses 128bit as their standard encryption. In further research, we realized it does not always download with this encryption type. To see if you are using the right Cipher Strength, go to (Help / About Internet Explorer). Sometimes you need to download a higher encryption pack. Below is a link to this download.

http://www.microsoft.com/windows/ie/downloads/recommended/128bit/


Transfer Problems

This Page Has Expired Due To Inactivity

The message "This page has expired due to inactivity" keeps coming up when I try to log into my account.

To correct the problem where the message reads "This page has expired due to inactivity", you must go to the "Tools" menu and click on "Internet Options." Under the General tab, you want to click the "Delete Cookies" button and the "Delete Files" button in the section labeled Temporary Internet Files. In the section labeled History, you want to click the "Clear History" button. Now close your browser and then reopen your browser. Go back to Online Banking and everything should be working.

This Transaction Cannot Be Processed

I get this message "This transaction cannot be processed" when I try to access my account online.

Make sure your computer is accepting cookies. Go to the "Tools" menu and click on "Internet Options." Then click on the "Privacy" tab and set the level to MEDIUM. Now click on the "Advanced" button and make sure you are accepting First-party and Third-party Cookies. If it is Blocking cookies, then click the Accept button, if it is also grayed out you can check the "Override automatic cookie handling" and make the changes and click the "OK" button.

Quicken Problems

I have just upgraded to Quicken 2005 and I am no longer able to import my .qif account information into Quicken.

Quicken has decided to no longer support QIF files type in their 2005 releases. Quicken has said that "QIF technology is over 10 years old and was designed for technical support purposes, it was not for transaction download. QIF Data Import requires many steps to download, is a poor customer experience and can lead to duplicate transactions and errors." They have moved to the OFX Web connect session that downloads the QFX file type.

To download this new file type into Quicken 2005, log into Online Banking and choose "History." Now select "Download History for Quicken/Money" and choose your account, date range, now select "Quicken WebConnect" and click the "Continue" button. You will be prompted to save the file to your computer. Save it to a location you can easily find and call it "any_file_name.qfx." Open Quicken 2005 and go to File / Import / Web Connect File. This will import your new account information into Quicken 2005.

I have just upgraded to QuickBooks and I am no longer able to import my .qfx account information.

QuickBooks does not support QFX files but does support QBO files. Download your information, by selecting Intuit QuickBooks (QBO), then importing that file into QuickBook.

Downloading A .QIF Into Quicken Downloads A .CGI File Instead

I am having a problem downloading my account information into Quicken. Once the file is downloaded Quicken doesn't recognize it.

This situation will occur only when downloading a transaction file through the Microsoft Internet Explorer web browser. This happens because the downloaded file (session.cgi) is not recognized by the Quicken program as a .qif (Quicken Interchange Format) file.

To correct this problem, you must force your computer to recognize a .qif file.

  • First go to the "Start Menu" and click on "Settings" then click on "Control Panel".
  • Once the Control Panel window has opened up, click on the "Folder Options" icon.
  • Within the Folder Options window, click on the tab "File Types" and once it has located all of the file types, scroll down to search for a QIF file. If one is not present, click on the "New" button, then click the "Advanced" button. Within the "File Extension:" box, type QIF and choose "Quicken Import File" or "Quicken Class" from the "Associated File Type:" pull-down menu.
  • Now click the "OK" button then click the "Apply" button and Close the window. You should now be able download a .qif file.