Utah Community Credit Union
UCCU System Upgrade Online Banking

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Frequently Asked Questions (FAQs) for UCCU's System Upgrade April 3, 2017

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system upgrade overview

   Why is UCCU upgrading online banking?

We are upgrading our Online Banking system as part of our ongoing quest to provide members with state-of-the-art banking functionality, convenience, and security. Our new Online Banking system offers robust functionality on all of your devices and will enable you to bank anytime and anywhere, like never before.

  What can I expect after the upgrade?

  • World-class technology will make banking with UCCU faster, easier, and safer.
  • You will be asked for Your Member Number (not account number) when you visit a branch or contact the telephone Service Center.
  • You will see every UCCU savings, checking, and loan account that you have legal access to when you log in using your Member Number.
  • Secure Access Codes will eliminate the need for security questions.

 

your member number 

   What is a Member Number?

A member number is a unique number used to identify your membership with Utah Community Credit Union (UCCU). 

   What is my Member Number?

In most cases, your current account number will become your official Member Number.  If you have more than one account number with UCCU, your lowest (oldest) account number will become your official Member Number.  If you are a joint member on an account and don’t have a primary account of your own, you will be assigned a randomly generated Member Number.

   When will I receive my Member Number wallet card?

Every UCCU member will receive a letter from UCCU the first week of March 2017 identifying your Member Number.  If you don't receive your official Member Number wallet card by March 15, 2017, please contact us at (800) 453-8188 for assistance.

   What is the Member Number for my business?

Your current business account number will become the official Business Member Number. Note: Business members will have both a Member Number and Business Member Number.  

   When do I use my Member Number?

A member number is used to locate your accounts (formerly suffixes) and profile information when you visit a branch, contact the telephone Service Center or log into Online Banking.

 

your first login

   How do I login to the new online banking system after the upgrade?

On or after April 3, 2017, visit uccu.com or - if using a mobile device - download the new UCCU Mobile App. 

  • Step 1:  Enter your Member Number in the "username" field and select "Login."  NOTE:  If you have previously customized your login “username” for your Account Number, you will need to enter your custom username.    
  • Step 2: Enter your existing UCCU Online Banking password when prompted and select "Login." 
  • Step 3: Select how you would like us to deliver your Secure Access Code
  • Step 4: Once you receive your Secure Access Code – (the secure access code will arrive to the target you selected within a few seconds of requesting it), enter it into the space provided during login. 
  • Step 5: Please choose/change your password.
  • Step 6: Review and agree to the Online Banking and Mobile Banking Terms and Conditions associated with these services.
  • Step 7: Enjoy state-of-the-art baking functionality convenience, and security.

  Should people I share accounts with use my login credentials?

Every member you share accounts with will receive their own Member Number and should set up their own login credentials (password) for Online Banking.  Even though their Member Number is different from yours, when they log in they will see all the accounts that you share.  We strongly suggest you keep your password private.  That said, if sharing a Member Number for online banking works best for you and/or your household, that can be done. 

   What will I see when I login for the first time?

You will see every savings, checking and loan account that you are signed on at UCCU.  Each account will be listed in a tile (rectangle box) and can be dragged and dropped to create groups of accounts.

   How can I easily identify the accounts I'm signed on from your old system?

  • Savings account numbers will all start with 100 and contain the account number and two-digit identifying suffix from our old system.   
  • Loan account numbers will start with 200 and also contain the account number and two-digit identifying suffix from our old system.
  • Checking accounts will begin with 75050 and end with the account number from our old system.
  • Credit cards will contain a reference to the last 4 to 6 digits of the number printed on your card.

 

new and enhanced features

  Unified Experience.

The functionality, look, and feel of your online and mobile banking will be consistent across all your devices. This new system is intended to improve your experience on all platforms by making navigation simple and familiar, regardless of the device.

  Single Login.

With one login you can now view and manage your entire relationship with UCCU.

  Unlimited account expansion.

We now have more flexibility than ever before to match your ever-changing financial needs. For example... If your household money management goals and budget require eight savings accounts, an IRA, three Certificates of Deposit, two auto loans, and three checking accounts, our new system gives you the power and flexibility to manage it all with the ease of one login.  

  Organize accounts into groups and assign nicknames.  

Grouping your accounts and using nicknames is a helpful way to make managing a large number of accounts with UCCU quick and easy. Note: To improve your experience in branches and over the phone, the nicknames that you assign to your accounts in Online Banking will pass through to UCCU employee screens to simplify transaction instructions.    

 

  New mobile app with Touch ID Biometrics.

Touch ID is not just for unlocking your smartphone. You can also use it to login to UCCU's new mobile banking system instead of typing your username and password every time.  It's easy to enable.  Just click on "Account Settings" and follow the prompts.

 

  World-Class Digital Money Management.

New digital banking tools that are sure to exceed your highest money management expectations.  Aggregate and manage your money with budget goals, spending alerts, spending categories, and visual tools. 

  360-View Account Aggregation.

Account aggregation automatically collects financial information from different accounts which may include bank accounts, credit card accounts, investment accounts, and other consumer or business accounts, and delivers up a 360-degree view of all your assets and liabilities.  So if you're tired of remembering lists of websites, passwords, user names and security questions, with UCCU's 360-View Account Aggregation, all of your financial data can be just a mouse click away.

  Palm Reader Security.

Starting in April, when conducting business at branches you can keep your picture ID in your wallet or purse.  After an initial setup involving a scan of the vein pattern in your hand, our new Palm Readers will authenticate your identity quickly, securely, and accurately at teller and member service stations.   

 

system upgrade weekend

  Will UCCU branches be open during the system upgrade?

All UCCU branches will close at 5:30pm on Friday, Mar. 31 and will re-open on Monday, Apr. 3 at normal hours.  Our offices and call center will be closed on Saturday, Apr. 1.

  Can I access online banking during the system upgrade weekend?

No.  UCCU’s online banking, TellerPhone, and Mobile banking will be unavailable from 5:30pm Friday, Mar. 31 to 9:00am Monday, Apr. 3.

  Will Bill Payer be available during the system upgrade weekend?

No.  UCCU’s electronic Bill Payer service will not be available from 5:30pm Friday, Mar. 31 to 9:00am Monday, Apr. 3. However, bills scheduled to be paid during the upgrade weekend will still happen as scheduled.  NOTE: Members wanting to setup new Payees between Mar. 15 and Mar. 31 should wait until after Apr. 3.

  Can I apply for a loan during the system upgrade weekend?

Yes.  Online loan applications will be available at www.uccu.com.

  Will debit and credit cards work during the system upgrade weekend?

Yes.  Debit and credit card transactions worldwide, including ATM transactions, will continue to function without any interruption.

 

general questions

  What is a Secure Access Code?

A Secure Access Code (SAC) is a randomly generated code that will be sent to you by a method which only you can obtain (e.g. an SMS text message to your wireless device).

  What is the purpose of a Secure Access Code?

A Secure Access Code is a security feature that allows you to register a computer (or device) you are using for either "one-time" or "future on-going" use. If you frequently use a personal device to access Online or Mobile Banking, you can “register the device”, which will allow UCCU to recognize the device and browser you’re using. Once you have registered a device, you will not be prompted for a Secure Access Code with future logins on that device. However, if the computer you use is public, or one which you do not regularly use, we recommend – for your security – that you “do not register” the device.

Registering your computer is another layer of security to help prevent your online banking account from being accessed by an unregistered computer – even if your Login ID and Password are accidentally or unintentionally compromised.

  How will I receive a Secure Access Code??

During your initial login sequence, you will be asked to select how you would like your Secure Access Code to be delivered to you. Depending on what contact information we have on file for you, you may select (1) text message, (2) phone call (read to you over the phone by a computer) or (3) e-mail. The code is sent immediately. In order to successfully complete your inital login to online banking, the should be retrieved and entered in the space provided during your login.

  How can I get a Secure Access Code (SAC) if my SAC Targets are blank or incorrect?

Please call a member service representative at 1-800-453-8188 during normal business hours for assistance. 

  Should I save my Secure Access Code?

No.  Whenever you log in from an unrecognized computer or mobile device, we will send you a randomly generated single-use Secure Access Code.

   I have registered my device, but I'm being prompted for another Secure Access Code.  Why?

There are several reasons this may happen.  Most commonly, this occurs when your browser settings are set up to delete cookies, or your browser cookie for Online Banking has been deleted since your last login. It can also happen if you are logging in with a different browser on the same registered device. You may have a program on your device that automatically deletes the cookie. If so, that feature will need to be turned off or configured to accept and retain cookies from Utah Community Credit Union.

  How do I remove the registration from a device?

You can remove the registration of a device or browser by deleting your cookies, or just the cookie related to UCCU’s Online Banking (online.uccu.com).

  How do I know if my browser is compatible

The only browser requirement is that your browser must be HTML5 compatible. Compatible browsers include Microsoft Internet Explorer® 10 or higher, Mozilla Firefox® 24 or higher, Google Chrome™ or higher, and Safari® 6 or higher. We recommend updating your browser to the latest version available—not just to ensure compatibility with the new online banking experience, but also to ensure that your online banking is as secure as possible.

If you are using Internet Explorer®, you will also need to ensure that it is not running in Compatibility Mode.

  Will downloads for financial software continue to be supported? 

Yes!  If you utilize financial software such as Quicken® or QuickBooks™, you will need to take a few additional steps to take to ensure that you are able to successfully download transactions from the new Online Banking system. Please check back in the coming weeks for guides to help you in this process. 

  Will my login credentials change?

No.  During your first-time login process (on or after April 3), you will be prompted to create a new Password.

  Will my recurring automated transfers convert over to the new system?

Yes.  Recurring automatic transfers within your account (e.g. savings to checking, monthly loan payment, etc), will convert over to the new system and continue to function as scheduled.  To ensure that they are accurate, we suggest double-checking the first time you login.

  Will my scheduled Bill Payer payments convert over to the new system?

Yes. All existing Payee information and scheduled One-Time, Recurring, and Future-Dated Payments will automatically convert over to the new Bill Payer system and continue to function as scheduled. However, we suggest that you double check your information when you login to the new system to ensure accuracy.

  Will my transaction history transfer over to the new system?

Yes, you will have access to your transaction history. 

  Will I need to re-enroll for Electronic Statements?

No, if you are currently enrolled for Electronic Statements, nothing has changed. Up to 36 months of statements are automatically available.

  What will happen to my alerts/reminders?

We were able to convert some alerts. However, our new version of online banking offers new, more robust alert capabilities. We suggest taking a moment to review your alerts and re-establish any you see that are missing. After signing in, simply select "Settings" and follow the prompts.  

  Is there an online resource for help?

Yes, there is a “help” option available in the menu.

  Can I access my accounts on my phone/tablet?

Absolutely. Our new online banking system will provide you the ability to bank anytime, anywhere, from any device—conveniently and securely. You can download the UCCU Mobile app on any Android or Apple device, and it will provide a consistent experience with banking from your desktop. If you’re on a platform that isn’t Android or Apple, you can always access online banking via your HTML5-compatible mobile browser.

  Will my UCCU Mobile app automatically update?

No. You will need to download the new UCCU Mobile Banking App for iPhone® or Android. Once the new App has been downloaded, you will sign in using your UCCU Login ID and Password. Once you're successfully logged in, be sure to delete any old versions of the UCCU Mobile App from your device.

  Will I still be able to see and access all my accounts?

Yes! You will have access to all account number(s), including those on which you are listed as a joint owner.

  What is a customized username?

A custom username is anything that is not your Member Number.  Custom usernames can only be set up inside online banking.   

  Will I need to setup security questions

No. The Secure Access Code eliminates the need for security questions.

  Will my Trust or business account be affected?

No. The account number for your Trust and/or business account will be the Member Number. 

  How will automated deposits and payments be affected?

Automated deposits and payments, [i.e., direct deposit and Automated Clearing House (ACH)] will continue with no interruption, regardless of which account they is set up in.

  Will my checking accounts be consolidated?

Your checking accounts will remain as separate accounts. All checking accounts will be viewable under your Master Member Number regardless of whether you are the primary or joint owner.

  Do I need new checks and/or debit cards?

No. Your current checks and debit cards will continue to post to the checking accounts they are linked to.

  Will statements be consolidated?

No. You will continue to receive separate statements for each account. Statements will continue to be sent to the address on record for each statement. Accounts which have the same ownership and address will be combined into one statement.

  Will my mortgage loans change?

Your mortgage loans (1st Trust Deed, Second Trust Deed, HELOC , etc.) will not be affected.

 

Still have unanswered questions?  Please call a member service representative at 800-453-8188 for assistance. 

NCUA Equal Housing Lender
Utah Community Credit Union, PO Box 1900, Provo, Utah 84603-1900, 1 (800) 453-8188. All Rights Reserved. Utah Community Federal Credit Union does business as (DBA) Utah Community Credit Union. Unauthorized account access or use is not permitted and may constitute a crime punishable by law.