Online Banking

ONLINE BANKING
YOUR MONEY SOLVED

How do I log in to Online Banking for the first time?

If you are a current Online Banking user, simply enter your username and password at the top of the home page and click “Login.”

  1. The next screen you see will be the first step in verifying your identity. Please select your preferred delivery method and click submit. You should receive your secure access code within minutes. Make sure the method you select is one you can access quickly.

    Once you select your preferred delivery method, click “Submit” at the bottom of the page. 
    • Phone Delivery: If you select phone delivery of your Secure Access Code, you’ll receive an automated call from 210-442-0100. Answer the phone normally when the call arrives. You will be prompted to make a selection to hear your code, and we will give you the option to repeat the code, if necessary. For security, we will not leave a code on voice mail; so if you miss the call, just repeat the process. 
    • Text Message Delivery: If you select text message delivery of your temporary code, you will receive a very simple message containing the requested code. Standard text message fees apply. 
    • Email Delivery: If you select email delivery, you will receive a very simple email containing the requested code. If you do not receive this email, please check your "Junk Mail" box. You can configure your "Junk Mail" settings to allow future emails from our address. 
  2. Once you receive the code, enter it on the following page and click “submit” at the bottom of the screen. 
    • If you copy and paste the code, it is possible it will include a space, which will cause an error. It is usually best to type the code instead.
    • You must use the Secure Access Code within 15 minutes from the moment you request it. After one use or 15 minutes of elapsed time, the code will no longer be valid. If your code expires, you will need to begin the registration process again.
  3. You will be taken through a step-by-step process to complete your online enrollment. 
    After you have read the Online Access and Disclosures Statement, click “I Accept” at the bottom of the page to continue. 
  4. The next screen shows your current profile information. Changes made to your information on this screen will NOT successfully change your contact information with Online Banking.
    • If any part of your profile information is incorrect, please make the necessary changes within our new online banking system under the Settings section of our navigation menu by selecting “Update Contact Information”.
    To proceed, click “Submit.” A pop-up message will ask you to confirm any changes you made on this page. Remember, changes made to this page will NOT update your contact information with Online Banking. Click “Ok” to continue.
  5. Next, you will be asked to change your password. 

    Choose a password that is between 6-16 characters, contains at least one number and is not the same as your last ten passwords. 

    Once you have successfully entered and confirmed your new password, click “Submit” at the bottom of the page to continue.

    Congratulations, you have now accessed your account within our online banking system. 

    On the next page you will see your Account Overview. This is a general summary of your existing accounts.

    To the left you will see the navigation menu with various options to help navigate your accounts easily.

What if I forgot my user name and/or password, I no longer have access to or forgot the email address I entered when I signed-up?

Call the Member Contact Center at 210-442-0100 or 800-683-1211.

Can I use any computer to access Online Banking?

Yes. To ensure proper functionality, we recommend using the most recent versions of Internet Explorer, Firefox, Chrome, and Safari or better for browser software.

To update your browser go to browser settings.

How can I transfer funds between my account and an account at another financial institution?

Login to Online Banking. 

In the Transactions section of the navigation menu, choose “Transfer Funds.”

On the Funds Transfer page, you will be able to transfer funds between internal accounts or send funds to and from an external account. 

External transfer requests are NOT processed immediately. External transfers are processed Monday through Friday before 2:00 pm, except on holidays. Any external transfer request submitted after 2:00 pm, or on a holiday, will be processed the following business day. 

Note: It can take 2 to 5 business days for the external transferred funds to arrive at the other financial institution.

Note: If you are transferring to an external account for the first time, you will first need to add the account. You can add external accounts by clicking on “Add External Account” under the Services section of the navigation menu and following the instructions on the page.

How do I make credit card payments online?

Online Banking allows you to make credit card payments, at other financial institutions, online using Bill Pay.

To make a payment on a credit card, simply use the transfer feature within Online Banking.

How do I change my Login ID (username)?

To change your login ID, click on the “Security Preferences” link under the Settings section of the navigation menu. Next, select the “Change Login ID” tab. 

Type in your desired new login ID and click “Submit.” Your login must be between 5 and 15 characters and may contain any of the special characters listed.

How do I reorder checks?

Login to Online Banking.

Select “Reorder Checks” under the Services menu in the navigation bar on the left-hand side of the screen.

Choose your account and click “Submit”.

This will take you directly to the Deluxe website to place your order. 

Note: You cannot change the delivery address when reordering. If the delivery address is incorrect, please contact the Member Contact Center.

How do I see my cleared checks?

Login to Online Banking.

Click on the Account, then type in the check number or click "Show filters" for a more detailed search criteria.

or in v3.5

Select “History” under the Accounts section in the navigation bar on the left-hand side of the screen. You can view cleared checks by 1) clicking on the magnifying glass quick icon to the left of the check number, 2) by searching for single check number or by searching multiple check numbers.

  • You can view cleared checks by clicking on the magnifying glass quick icon to the left of the check number.

When selecting the quick icon, an image of the check will be displayed. 

  • You can select the check number from the history detail, search by single check number or search multiple checks.

Single Check Search Option:

  • Select “Search” then “Single Check” from the drop down
  • Enter the single check number in “check number” box 
  • Click on “Submit” 

 Multiple Checks Search Option:`

  • Select “Search” then “Multiple Checks
  • Enter the low check number in “start check number” box and the high check number in “end check number” box
  • Click on “Submit” 

Click the magnifying glass located to the left of the transaction description to view your check image within the Check Viewer

How do I upgrade my internet browser?

To update your browser, please visit browser settings.

I never received my Secure Access Code. What should I do?

Check to be certain the phone number or email address you have on file at Firstmark CU is accurate. If that’s not the problem, try a different delivery method like text/SMS.

If you need additional help, call our Member Contact Center at 210-442-0100 or 800-683-1211. Our Member Service Representative will be glad to help you through the process.

How do I change how my Access Code is delivered to me?

Log into online banking and navigate to Settings > Security Preferences > Secure Delivery. You have three delivery methods to choose from: Email, Phone and SMS (text). It is recommended to have more than one to choose from in the event you are unable to access one of the delivery methods.

If you need additional help you can call our Member Contact Center at 210-442-0100 or 800-683-1211. A Member Service Representative will be glad to help you through the process.

Why am I being asked to register my computer every time I login?

If you are being prompted to register your computer every time you login, your browser might not be allowing cookies. Online Banking places a cookie on your computer when you register your browser. This lets online banking know that you have confirmed and trust the computer being used. If you are not accepting cookies, or deleting them, then you will be prompted to register your computer. 

Note: If you have a security program that clears your Internet cookies, or if you clear them manually, you will be required to re-register your computer. You may choose to adjust this setting in your browser’s Tools or Internet Options settings.

What are cookies?

Cookies are small text files placed on your hard drive that permit web sites to store information about your visit. In most instances, this information is used to personalize subsequent visits to the web site or to remember any personal settings or customization available to you on the site. Most cookies are harmless, particularly when received from web sites such as your personal online banking site for your financial institution.

There are two types of cookies: temporary and permanent. Temporary cookies are used and tracked by the browser to pass information and are deleted once the browser is shut down. Permanent cookies are stored on your system and can be accessed again for multiple visits. Permanent cookies usually have an expiration date and will be automatically deleted from your system at that time. Online banking uses both temporary cookies and permanent cookies, but never passes private information through cookies.

How long does it take for a funds transfer to be completed?

For internal account transfers, the transaction will be immediate. If you are transferring funds to an external account, the process can take from 2 - 5 business days.

Note: External transfer requests are NOT processed immediately. External transfers are processed Monday through Friday before 2:00 pm, except on holidays. Any external transfer request submitted after 2:00 pm, or on a holiday, will be processed the following business day. 

How do I reset my browser settings?

For instructions on resetting your browser settings, click here for detailed information.

Online Banking is designed and engineered to perform optimally in Internet Explorer 10 and updated versions of Firefox 24. While Safari 6 and Chrome 30 are supported web browsers, they are not fully optimized for use with Online Banking. As with Safari and Chrome, other web browsers may be used; however, please keep in mind that certain functions of Online Banking may not perform properly while using such browsers. If you experience problems with Online Banking, always consider updating your browser to the most current version for security reasons. Check your version here.

How do I determine what browser I am using?

To determine what browser and version you are using follow these simple instructions.

Open your browser, click onto Help at the top, select about (name of browser, Help will display the version of the browser you are using). Click on OK to exit. or check your version here.

How do I view transactions from a specific date range?

Login to Online Banking. 

Click on the Account, then type in the check number or click "Show filters" for a more detailed search criteria.

or in v3.5

Under the Accounts section of navigation bar, select the “History” link.  

Select the account you wish to view.

Click on the “Search” drop down box and select “range of dates” as your search criteria.

 Select a “start date” and “end date." 

 Click “Submit” and the requested history will appear.

How do I change my contact information?

Login to Online Banking. 

Next, choose “Address Change” under the Settings section of the navigation menu. 
The next screen will provide the fields to update your contact information. 

Under “Select an account”, select the accounts you would like to update. Then click “Submit” at the bottom of the page.

I can't connect to Mint using Online Banking. Why?

Online Banking utilizes device and browser registration to verify the legitimacy of a person’s banking identity.  At this time, Mint is not compatible with financial institutions that have this layer of security.

Firstmark Credit Union offers a personal financial manager with functionality comparable to Mint. MyMark makes budgeting easy by giving you the tools you need to successfully manage and track your finances. MyMark makes managing your money more effective, and enjoyable, by providing a simple and secure way to see your overall financial picture.

How can I verify that Online Banking transactions were successful?

You can view your account history daily within the Online Banking system. If Online Banking transactions are successful, each will show up in your account history. At the time of the transaction you will be given a reference number, please keep this number in order to reference a specific transaction. To view your statement you will need to log into Online Banking.

How do I place a stop payment on a check?

Login to Online Banking. 

Go to the Transactions section of the navigation menu on the left-hand side of the screen, and select “Stop Payments.”

On the “Make a Stop Payment Request” page, select the account and the reason for the stop payment. Please read the Stop Payment Disclosure, and review any applicable fees.

Under “Enter Payment Information,” select if the stop payment is for a single check or for multiple checks. 

Enter the check number (or in the case of multiple checks, enter the series you wish to cancel), who the check was written to, the amount of the check, and the effective date of stop payment.

Note: If the amount of the check is unknown, call the Member Contact Center at 210-442-0100 or come into a branch for assistance. 

Once you have entered all the information for the stop payment, click “Submit.” A pop-up message will ask if you are sure you want to proceed with this transaction. If so, click “OK” to confirm. 

Next, the “Submit Transaction” page will require your approval to complete the transaction. Here, you will see the details of the transaction listed. You can choose to “Approve,” save as a “Draft,” or “Cancel” the stop payment. The stop payment will not be processed until you approve the transaction. Please note, when you approve this transaction, a Stop Payment fee will automatically be deducted from your account.

How do I sign up for Mobile Banking?

You do not need to sign up for mobile banking. Just download the app and sign in using your online banking username and password. You will need to verifying your identity. Please select your preferred delivery method and click submit. You should receive your secure access code within minutes. Make sure the method you select is one you can access quickly. You will be asked to choose a location Secure Access Code.

How do I add an account from another financial institution?

Login to Online Banking. 

To add a new external account, click on “Add External Account” under Services in the navigation menu.

Enter the account number, account type, and the routing number of the account you wish to add and click “Continue.” 

After you submit this information, two automated “micro deposits” will be sent to the external account within 2 business days. 

Refer to your external account to see when the deposits post.

Once you have received your micro deposits, log in to Online Banking and click “Verify External Account” under the Services section of the menu and click the "Submit" button.

If multiple accounts are being setup, select the account you would like to verify by clicking the radio button to the left of “New Funds Amount Verification.” 

Enter the amounts of the micro deposits in the external account and click “Continue.” 

Once the account has been verified, you will see the account in your Transfer Funds drop down list. 

What features are available in the Online Banking system?

In addition to standard functions like checking your balance, paying bills, printing statements and transferring funds between Credit Union accounts, Online Banking now offers advanced functionality, including:

  • Transfer funds to and from external accounts
  • Secure messages to the credit union
  • Quick Actions: view history and transfer funds without leaving the page
  • Nickname or reorder your accounts
  • Quicken and QuickBooks connections
  • Secure access login and security setting options
  • View multiple accounts with one login and password
  • External linking of accounts
  • View ACH pending debit and credit transactions
  • View pending Debit Card transactions
  • Expanded recurring payment options

How often will I have to register my computer?

You will only have to register your computer once for each device/browser you use to access Online Banking. For example, you may register your home computer using Internet Explorer; however, if you use that same computer the next time using Firefox or another browser, you will have to register again. That’s because the cookie that “registers” the computer is saved in a specific file for that browser. 

Note: If you have a security program that clears your Internet cookies, or if you clear them manually, you will be required to re-register your computer immediately following that event. You may choose to adjust this setting in your browser’s Tools or Internet Options settings.

How do I review my recurring transactions and funds transfers?

Login to Online Banking. 

Click on "Transfer Funds" under the Transactions section of the menu and review them in the right-hand column.

or in v3.5

If you would like to review your recurring transactions, choose “Online Activity” from the Accounts section of the navigation menu. 

Here you will see a list of your transactions under the header. 

Note: Recurring transfers can also be managed by choosing “Recurring Manager” from the Transactions section of the navigation menu. 

How do I cancel or revise a recurring funds transfer?

Login to Online Banking. 

Choose "Search Online Activity" from the Services section of the menu and click the transfer. You can then Cancel the transfer. To revise the transfer, you will first need to Cancel the transfer and create a new transfer.

or in v.35

Choose “Online Activity” from the Accounts section in the navigation bar on the left-hand side of the screen. 

You will see a list of your transactions listed under the header, and can choose to view, approve, cancel, copy or even print any transaction listed. 

To cancel an individual transaction, simply click on the transaction and choose "Cancel” in the blue header above. Processed transactions cannot be canceled. 

To delete or revise a recurring transfer, click on the transaction and click “Cancel” in the toolbar. This will cancel the drafted transaction but only if the transaction has not been initiated.  

If you would like to revise a transaction, you will need to delete it and create a new transfer with the correct information. 

Note: A canceled transaction cannot be restored. Recurring transfers can also be managed by choosing “Recurring Manager” from the Transactions section in the navigation bar on the left-hand side of the screen.

How do I create a recurring transfer?

Login to Online Banking. 

Click “Transfer Funds” under the Transactions section of the navigation menu.

Enter your transfer details and choose "Make this a recurring transfer."

You can choose your desired frequency from the drop down menu. You will also be able to select a day of the month or date range on which you would like the transfer to occur. 

Once you have selected the date for your recurring transfer, click “Submit” at the bottom of the screen. 

You will see a pop up box that asks you if you are sure you want to submit the transaction, click “OK” to continue.

How can I receive account alerts?

Alerts can be set-up by going to "Alerts" under the Settings menu. Alert are delivered to you in the following ways:

  • Secure Message Notification – An alert will always be delivered to your secure mailbox under the Services > Secure Messages menu. In the case that you fail to receive an email, or miss a notification phone call, you can always confirm and review your alerts in your secure mailbox.
  • Email Notification – An email notification will be sent when your alert is triggered.  Email notifications are sent at 5:00am and 2:00pm, CST.
  • Phone Notification - You can receive a phone call from our voice banking system when your alert is triggered.  If you choose to receive a phone call, you should enter the desired time you want to receive the call any day the alert triggers.
  • SMS Text Message Notification – A text message will be sent to your mobile device.  If you choose a text notification, you should enter the desired time you want to receive the text any day the alert triggers.

Note: Depending on your mobile plan, you may be charged for text messages. Standard text messaging fees apply. 

How do I add or change my account nicknames?

Login to Online Banking. 

Select “Account Preferences” under the Settings section of the navigation menu. 

In the “Account Preferences” page, you will see the account name and a box under “Display Name” where you can enter a nickname for your accounts. 

You can also change the order of your accounts on this page by numbering them in the “Order” field. This determines the order your accounts will appear on the “Accounts Overview” page, subject to the grouping of accounts.

How do I set up balance alerts?

Login to Online Banking. 

Select “Alerts” from the Settings section of the navigation menu.

 Click “Add Alert” and choose the alert type.

Enter the alert criteria for your desired alert as well as your desired Notification Frequency and Notification Preferences. Then click “OK.

What information can I find on the Home/Overview page?

Click on "Home/Overview" in the left navigation menu to see your accounts, the Current and Available, Last Successful Login, and Last Unsuccessful Login are available.

How do I access my secure messages from Online Banking?

Login to Online Banking. 

Select the “Secure Messages” link.  

Double-click on a message to view in its entirety.  You can also reply, delete, print, or save the message from this screen.

What types of account alerts can I set up?

Account alerts let you know when certain events happen. There are four types of alerts:

  • Date Alert - Date Alerts are date-based alerts that offer a convenient reminder of important dates or events. 
  • Account Alert - Account Alerts are account-based alerts triggered based on changes to your account details. 
  • History Alert - History Alerts are processed transaction alerts that trigger based on historical transaction details. 
  • Transaction Alert - Transaction Alerts are transaction-based alerts triggered based on the type of online transactions.

What is 128-bit encryption?

128-bit encryption refers to the size of the key used to encrypt the message. A longer key means the encryption is more "random." Each extra bit in a key doubles the complexity of the key.

What are the Future links used for?

The Future links appear beside your current interest rate, principal and interest, and tax and insurance data. Clicking on these links provides you with additional information concerning the future, such as year-to-year updates.