Web Teller FAQs

What is my Password?
Your Password was created when you opened your account. If you don't remember your Password, contact our Member Care Center. You can change your password from within Web Teller.

Is my Password the same as my PIN number?
No. Your PIN number is used only with your ATM debit or credit card and is a completely separate record from your Password.

How can I change my password?
Sign on to your account and select Settings from the main menu.

What is the Reset Password feature?
You can set up a security question in Settings to be answered in case you forget your password. Once set-up, you can use the Reset Password feature. Click on Reset Password. You will then enter your Web Teller ID, email address on file, and an e-mail subject. An e-mail will be sent to you with instructions on how to reset your Password.

Why can I not get the Reset Password feature to work?
The Online password resets may not be allowed for several reasons. Please call member services at 435-753-4080 to get a temporary password.

Can I change my User Name?
Yes. Sign on to your account and select Settings from the main menu.

Is my information secure?
Yes. Web Teller transactions are secured using the highest levels of encryption.

Internet Explorer memorized my password. How can I make it forget?
You will need to clear Internet Explorer's AutoComplete Password folder as follows:

• Open your browser window and select Tools, then Internet Options.
• Click the Content tab.
• Click on the AutoComplete Button
• Under the Clear AutoComplete History, click Clear Passwords.
• Please note: Clearing this folder will eliminate all your saved passwords; you cannot pick and choose. To prevent unauthorized access to your account, we recommend that you not allow Internet Explorer to memorize your Web Teller password. When you clear the AutoComplete Password folder, you may want to de-select the Prompt me to save my passwords option so Internet Explorer no longer prompts you to do so.

Why does the URL for the Web Teller site start with HTTPS://?
Web Teller is on a secure server. To access a secure server, HTTPS:// must precede the URL. Also, many browsers will show a closed lock or an unbroken key in the lower left corner of the browser if the web page is secured.

What can I do to protect my accounts?
Even though we are making use of technology to keep your data safe as it passes over the Internet, you still play an important role in keeping your account safe. You should memorize your password. Do not write it down. Doing so may reveal it to others. It is a very good idea to change your password often, especially if you access Web Teller from work. You can do this from within Web Teller. When you are done with Web Teller or if you need to leave the computer, sign off. Our system will sign you off after 10 minutes of inactivity. However, if you sign off every time, you decrease your exposure.

What browsers can I use?
Web Teller supports the current and prior major releases of Internet Explorer and Firefox. Each time a new version is released, support will cease on the third oldest major version. Beta versions are not supported. Web Teller also supports the current release of Safari (5.1.7) and the current release of Chrome. Utilizing older browsers may result in disabled functionality or limited access to services.

When I transfer funds between accounts using Web Teller, why doesn't the new balance information appear for the destination account?
Many members have the ability to transfer funds into accounts which they are not on (with the permission of the account owners). By law we cannot disclose any account information to a person who is not an owner of that account. Since our system is not able to determine if the person performing the transfer is actually an owner of the destination account, we must block out the new balance information of the destination account on all transfers performed via Web Teller. If you would like to check the new balance of an account after having performed a transfer, please check the account history or balance inquiry for that account.

How can I get a copy of a canceled check?
If you are a member you can request that a copy be mailed to you for a fee through the Telephone Teller or the Web Teller. The Web Teller allows you to retrieve check images for free. This service provides copies of checks posted to your account. Current day checks posted to your account will be available next business day. Checks will be available for one year from the day they post to your account.

To retrieve a check copy, first log into Web Teller. Next display your checking transaction history and click on the check number you wish to display. How fast the image is returned depends on the speed of your internet connection. Once displayed, the image can be printed if desired.

How can I order checks?
If you are a member, you can do it through the Web Teller. Log into Web Teller and click on Check Order on the menu bar. Your browser will be directed to Harland Clarke, our Internet check ordering service. From here you will be able to place your order. You will also be able to make changes to your check style and other options from this site. If you wish to change your personal information, please contact member services.

When I try to view my cleared check images, my browser displays two blank images or a message telling me the image cannot be displayed.
Current day checks posted to your account will be available next business day. Checks will be available for 1 year from the day they post to your account. If the date the check posted to your accounts is in the available range and you are still unable to view your checks please contact member services.

How do I connect to Quicken?  Quicken for Windows Conversion instructions - Quicken for Windows 2012 - 2012
As USU Charter Credit Union completes its system conversion, you will need to modify your Quicken settings to ensure the smooth transition of your data. To complete these instructions, you will need your Web Teller ID and password.

It is important that you perform the following instructions exactly as described and in the order presented. If you do not, your service may stop functioning properly. This conversion should take 15–30 minutes.

Step 1 - Conversion Preparation
1. Backup your data file. For instructions to back up your data file, choose Help menu à Quicken Help. Search for "Backup Data File" and follow the instructions.
2. Download the latest Quicken update. For instructions to download to download an update, choose Help menu à Quicken Help. Search for "Update Software" and follow the instructions.

Step 2 - Connect to USU Charter Credit Union
1. Choose Tools menu à One Step Update.
2. Depending on how you manage financial institution passwords, you may be prompted to enter your Vault password at this time or to enter individual passwords in the One Step Update dialog.
3. In the One Step Update Settings dialog, make sure all items are checked and click Update Now.
4. If new transactions display in the Online Update Summary, accept them in your Quicken account register.

Step 3 - Deactivate Your Account(s) at USU Charter Credit Union
1. Choose Tools menu à Account List.
2. Click the Edit or Edit Details button of the account you want to deactivate.
3. In the Account Details dialog, click on the Online Services tab.
4. Click Deactivate or Remove from One Step Update. Follow the prompts to confirm the deactivation.
Note: The name of the buttons referenced above may vary depending on the services you currently use and the version of Quicken you are using.
5. Click on the General or General Information tab. Delete the Account Number.
6. Delete the name of the Financial Institution. Click OK to close the window.
7. Repeat steps 2 - 7 for each account at USU Charter Credit Union.

Step 4 - Re-activate your Account(s) at USU Charter Credit Union
1. Open the account register that you want to enable for online account access.
2. Choose Account Actions à Set Up Online.
3. Enter USU Charter Credit Union and click Next.
4. Type your User ID and Password. Click Connect.
Note: You may be presented with a security question from your Financial Institutions prior to receiving your accounts.
5. Ensure you associate the account to the appropriate account already listed in Quicken. You will want to select Link or Exists in Quicken and select the matching accounts in the drop-down menu.
DO NOT select New or Add In Quicken. If you are presented with accounts you do not want to track in this data file, select Ignore - Don't Download into Quicken.
6. After all accounts have been matched, click Next.
7. You will receive confirmation that your account(s) have been added and Click Done or Finish.

MFA FAQs

What does MFA stand for?
Multi-Factor Authentication – a system to further identify Web Teller users beyond the login ID and password.  All Web Teller users will be asked to establish three security questions and answers, establish phone numbers for the phone authentication method, and a Watermark for security purposes.

Why am I being asked to set up questions and answers?
All Web Teller users will establish three security questions from drop-down lists, and will type in answers to the questions selected (the answers are not case sensitive). These questions are used to challenge the user if the activity being conducted needs further authentication. By answering the questions correctly, a user will pass the challenge, demonstrating to the system they are the true authorized user.

Why am I being asked to enter phone numbers?
In addition to the three security questions, Web Teller users will enter up to four phone numbers.  The user indicates whether the number is Home, Work, Mobile or Other.  If the user’s activity requires additional authentication, the user can opt for an automated phone call to pass the challenge in lieu of answering the challenge questions.

Why am I being asked to establish a Watermark?
Web Teller users will be prompted to select a picture from a vast library of images. The Watermark is an anti-phishing measure. It helps reassure the user that they are visiting the legitimate Web Teller website.

The Watermark will display during subsequent logins and in the lower left corner of the  Web Teller pages after login is complete.

When can I expect to have to answer security questions?
Our behavioral monitoring software monitors users when they log into Web Teller. If a user logs in from an unusual location, completes a transaction that is outside the norm or exceeds a certain dollar amount, the user is challenged and must answer the challenge questions to continue the Web Teller session.

What happens if I click on the “Optional Authorization” button?
Clicking this button will take the user to the out-of –bound phone authentication method, where the user will select one of the phone numbers previously entered during the collection process.  The user will receive a phone call at the number and will follow instructions given during the call and on the screen to complete authentication.

What happens if I opt for the phone call instead of answering the challenge questions, but I am not reachable by any of the numbers?
If the user cannot be reached by any of the phone numbers presented, they must back out and answer the challenge questions instead.

I answered my questions wrong and now I can’t log back Web Teller
MFA allows three attempts at answering the challenge questions before blocking the user account. The user can contact the Member Care center at 800-248-6361 or 435-753-4080 during regular business hours to unblock the account.

I failed phone authentication and now I can’t log back Web Teller
The user can initiate three phone calls at any of the numbers entered during the collection process. During each individual phone call the user has three chances to correctly follow the instructions to complete the authentication process. If the user fails all three phone authentications the user is blocked. The user can contact the Member Care center at 800-248-6361 or 435-753-4080 during regular business hours to unblock the account.