RCU Online Frequently Asked Questions (FAQ)
Q: What is RCU Online?
A: RCU Online is Redwood Credit Union's online banking system. It is another convenient way for you to conduct your banking business from the comfort of your home or office.
Q: How do I sign up for RCU Online?
A: Signing up for the service is easy:
- Sign up online now. Simply request a password by following the online instructions. Then you will be asked to set up a Username and select eStamp image and security phrase.
- You may e-mail us to request access to RCU Online.
- Visit any one of our conveniently located branches.
- Contact us today: (800) 479-7928.
Q: What is the fee for this service?
A: There is no fee for RCU Online! Redwood Credit Union provides this service to our Members as a value-added benefit of your membership!
Q: Do I need any special hardware or software?
A: No. You only need a computer, modem and access to the Internet. Some television Internet devices work as well. We recommend that the browser you use to surf the Internet be either Microsoft Internet Explorer 5.5+ or Netscape Navigator 4.79+. Whichever browser you use, it must use 128-bit encryption, also known as "strong" encryption.
Q: Is my account safe from unauthorized access?
A: RCU Online is on a secure server and RCU uses encryption technology to ensure the safety and integrity of your account. In addition we have an extra layer of protection called Multi-Factor Authentication (MFA). In order to access any account via RCU Online, the user needs an access password. Therefore, we strongly advise that you do not write your password down or give it to anyone that is not on your account.
Q: What is encryption?
A: Encryption is the process of scrambling data or information into a secret code that cannot be deciphered. Only when the information reaches its destination is it able to be unscrambled.
Q: What if I am unable to logout of my account when using RCU Online (power outage, network problems, heavy web traffic, computer crash, etc.)?
A: You're account will be fine, however as soon as you are able to log back in to your account, you should verify that any transactions you may have made were completed, by examining your account balances. You may need to resubmit any transaction you were in the middle of when the crash occurred.
Q: What if I forget to logout of my account?
A: You should always logout of your account if possible. However, if you do forget to do so, the system will "expire" your session. After 15 minutes of inactivity, the system will not allow any further activity and you will be asked to login again if you, or anyone attempts an inquiry or transaction.
Q: How do I access my account the first time?
A: Click on the button labeled "Home Banking" on the Redwood Credit Union home page. At the login screen you will be asked to enter your account number and an access code. You will then be asked to set up a Username and image. If you signed up by e-mail you were issued an access code by e-mail, we recommend that you change the code you were given to one of your own choosing. Once you have logged in you may change your access code to any combination of letters or numbers between 8 and 20 characters long.
Q: Can I use letters and numbers for my Username?
A: Yes. Your Username must be 8-15 characters in length, start with a letter and NOT have any special characters - only letters and numbers.
Q: How do I change my password?
A: Click on the "password help" link at the bottom of the login page on home banking OR once you have logged into your RCU account, click on the "Change Password" link. You will then be able to change your password by following the instructions provided.
Q: Can I use letters and numbers for my access password?
A: Yes. You can use any combination of letters or numbers, although you may also use only numbers or only letters if you so choose. Remember the code you select must be between 8 and 20 characters in length. Please do not use any punctuation, such as periods or commas.
Q: What if I forget my access password?
A: If you forget your access code simply:
- Click on the "password help" link here or on our home banking sign-in page.
- Call us at (800) 479-7928. Click here for Call Center hours.
- Stop by the New Accounts Area of any RCU Branch.
Q: Why is my Member account number not working?
A: Be sure that you are entering your Member number without any hyphens, punctuation or leading zeroes. Please do not add any Share or Loan account suffixes to your Member number. Also, be sure to remember that passwords are case-sensitive.
Q: Why can't I access my account through my computer at work?
A: First, make sure that your computer at work is able to access the Internet. Second, check to see what Internet browser you use at work. RCU Online works with Internet Explorer 5.5+ and Netscape Navigator 4.79+, both with 128-bit, or "strong" encryption. If you do have Internet access and are able to access RCU's homepage, you should be able to access your account through RCU Online.
Q: What kind of transactions can I perform within RCU Online?
A: From RCU Online it is possible to:
- View and Print Share and Loan History
- Review Account Balances
- Transfer Funds between accounts (i.e. savings to checking, checking to money market, savings to sub-savings)
- Make Loan Payments
- Make a withdrawal by Check (checks are payable to Member and mailed to the address on the account the funds were withdrawn from)
- Reorder Checks
- Pay Your Bills
- View Your eStatements
- And More.
Q: How long does it take for my transactions to process?
A: Financial transactions, such as transfers and loan payments are posted to your account instantaneously and will be confirmed online. When making a withdrawal by check, the funds are withdrawn and a check is mailed within one business day. If the withdrawal is made from a joint account, the check will be made out to both Members (i.e. "John Doe or Jane Doe"). All checks are mailed to the address on the account.
Q: Do I receive a receipt for my transactions?
A: No. You will not receive receipts for your transactions, however because account information is updated immediately, you can verify your transactions by reviewing your account balances.
Q: How do I know if a transaction I made went through?
A: Account information is updated immediately, so you can verify your transaction by reviewing your account balances to see if they have changed to reflect your transaction. All transactions will appear on your RCU statement as well.
Q: Can I reverse a transaction if I make an error?
A: Yes and no. You can reverse a transfer within the same account number by simply transferring the funds back, however loan payments and withdrawals cannot be reversed.
Q: Is there a limit on the number of transactions I can perform?
A: There is no limitation specific to RCU Online, however some RCU transactions, products and services are subject to their own limitations and terms. For instance, Federal Regulation D requirements are such that, except for pre-authorized loan payments and transfers to other share saving accounts within the Credit Union, no more than six unsigned, automatic telephone and/or computer banking transfers may be made during any calendar month.
Q: How current is my account information?
A: Balance and Account information is updated immediately; meaning your information is accurate up to the minute.
Q: Can I see if checks have been returned?
A: If a check has been returned, in your "Checking History" you should see your account debited for a Non Sufficient Funds (NSF) fee and the check number for the NSF.
Q: Can I put a stop on a check through RCU Online?
A: Yes. On the "Checking Information" page, there is a link called "Stop Draft Placement." This is where you can place a stop payment on a check.
Q: Can I see if checks are outstanding through RCU Online?
A: No, there is no way for RCU or RCU's system to know which checks have been written by you until they clear or attempt to clear your account.
Q: Can I make a withdrawal with RCU Online?
A: Yes, but only in the form of a check. Follow the link titled "Withdrawals" and the funds will be mailed to you in the form of a cashier's check.
Q: Can I transfer between different RCU account numbers through RCU Online?
A: Yes, but you must be a signer on both accounts and the accounts will have to be set up to accept a transfer. To set up each account for transfers please visit a branch or call us at (800) 479-7928.
Q: Can I change the PIN on my ATM or VISA Check Card via RCU Online?
A: No. In order to change the PIN on your ATM or VISA Check Card, bring the card and your I.D. into the New Accounts area at one of our branches. If you do not live near a branch, please call us for additional options: (800) 479-7928.
Q: Can I check on the status of my loan application via RCU Online?
A: Yes, if you have applied for a consumer loan through RCU Online home banking, you can check the status. If you need to check on the status of another loan application, please call us at (800) 479-7928.
Q: Can I set up direct-deposit/payroll deduction with RCU Online?
A: Yes and no. You cannot set these services up through RCU Online, but you can set them up through RCU's website. To do so, simply click here or call us at (800) 479-7928.
Q: Can I order checks with RCU Online?
A: Yes. It's easy to re-order checks online. Simply follow the RCU check reorder link from RCU Online banking screen, or you can order checks over the phone by calling us at (800) 479-7928 during business hours.
Q: Can I use the Internet TVs to access RCU Online?
A: Yes.
