Web Teller ~ Frequently Asked Questions, FAQs If you are having difficulty using Web Teller, please check our list of frequently asked questions (FAQs) -the information you need may already be at your fingertips! If you read through the FAQs and do not find an answer to the problem you're experiencing, please email us at info@usuccu.org. Be sure to describe the problem you're experiencing and let us know which operating system (i.e. Windows 98, 2000, XP ) and browser (i.e. Internet Explorer version 6.0) you're using so that we can pinpoint the problem as quickly as possible.

Related Pages General FAQs eBenefits FAQs Bill Payer FAQs Web Teller FAQs Secured Sign-on

Getting Started What is my Password? Is my Password the same as my PIN number? How can I change my Password? Internet Explorer memorized my password. How can I make it forget? Is Web Teller Secure? What can I do to protect my accounts? What browsers can I use? When I transfer funds between accounts using Web Teller, why doesn't the New Balance information appear for the destination account? How can I get a copy of a canceled check? How can I order checks? Error Messages I tried to access my account and I was informed that it is frozen. Why? I have never logged on before. When I logged on for the first time, the system notified me that my last successful log on was on xx/xx/xx at xx:xx. Why is this happening? When I click on a link in Web Teller, I am not reaching the requested page. I receive the following error message: "You must have cookies turned on in order to access the Web Teller. You currently have your cookies turned off. " What does it mean if I receive the following message: “Error message: MCW software needs to be restarted?” Why do I get a message saying that your site's certificate has expired or that I need to upgrade my browser? After I log on, an error message says The page has expired due to inactivity. Why? When I log on to Web Teller, I get an Invalid Content Length error message. What does this mean? 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. Quicken/Money What are the steps to download a transaction history for Quicken or Money? Can I do automatic reconciliation with Quicken or Money? Can I access Web Teller directly from Quicken? What is .qif? What is .ofx? When I try to download a Quicken file, the account information appears in a Browser window, and it will not allow me to save it as a .qif file. Why? "I am unable to download a quicken file from Web Teller that will import into Quicken or Money? When I click on Save this file to disk, the Save As box contains a File name "mcw000" and a Save As Type "HTML Document"."

Getting Started

1. What is my Password?

Your Password was created when you opened your account. If you don't remember your Password, contact a Member Service Representative by phone or in person. You can change your password from within Web Teller.

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2. 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.

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3. How can I change my password?

Sign on to your account and select Account Options from the main menu, then click on Change Your Password.

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4. 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.

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5. Is Web Teller Secure?

Yes. We provide secure financial services through a protocol known as the Secure Sockets Layer. The Secure Sockets Layer prevents other computers along the route from eavesdropping by encrypting all data transmitted between our site and your computer. Intermediate computers would see each packet of information as a meaningless jumble of bytes. The sending end encrypts, or encodes, the data with one key before it is transmitted. The receiving end decrypts, or decodes, the data with another key.
Members that live in the United States can use browsers that support 128 bit keys. Members that live abroad are currently restricted by the US Government to using browsers that support 40 bit keys. Cracking a 40 bit key would involve trying over one trillion combinations. A 40 bit key is less secure than a 128 bit key, but does provide an adequate level of security for member financial services.
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 preceed 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.

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6. 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 everytime, you decrease the exposure window.

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7. What browsers can I use?

Web Teller requires at least either Microsoft Internet Explorer version 5.50 or 6.0 or Netscape Communicator/Navigator version 6.2.2* with 128bit encryption in order to view your account information. If you are having difficulty connecting to Web Teller or other errors within Web Teller, then please read the instructions on how to upgrade your browser in Web Teller Help.

Note: You must DOWNLOAD AND INSTALL (Run) the new file to upgrade. Simply downloading the file(s) DOES NOT upgrade your browser.

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8. 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.

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9.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 1 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.

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10. 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 Clarke American, 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.

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Error Messages

11. I tried to access my account and I was informed that it is frozen. Why?

We allow for three failed attempts before our system will freeze your account. Once a successful attempt is made, the counter is set back to zero. This is to prevent password guessing. Once your access is frozen you will be unable to sign on Web Teller and Telephone Teller. Call the Credit Union to have your account reset.

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12. I have never logged on before. When I logged on for the first time, the system notified me that my last successful log on was on xx/xx/xx at xx:xx. Why is this happening?

The Web Teller and Telephone Teller use the same account record in our system to track system use and set user privileges. The date being stated may be the last date you accessed Telephone Teller.

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13. When I click on a link in Web Teller, I am not reaching the requested page. I receive the following error message: "You must have cookies turned on in order to access the Web Teller. You currently have your cookies turned off. "

This error occurs when you have the cookies setting set to "disable all cookies" in your browser. Follow the instructions on the page to enable cookies for your browser.

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14. What does it mean if I receive the following message: "Error message: MCW software needs to be restarted?"

This means that Web Teller is temporarily unavailable. Most likely we had to take down the system in order to perform some type of regular maintenance.

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15. Why do I get a message saying that your site's certificate has expired or that I need to upgrade my browser?

USUCCU’s certificate is valid and has not expired.

The first thing to check is that the date is set correctly on your computer. Your browser checks the certificate's validity against the date on your computer. If the date is set incorrectly your browser may determine that our digital certificate has expired in error.

If you are using an older browser your root certificate may have expired. Browsers affected include versions of Netscape Navigator 4.05 and earlier. You can get information regarding this issue and download the latest version of Netscape Navigator (for FREE) by visiting Netscape's "A Message for Users of Older Browsers".

There is also a bug in Internet Explorer 4.5 for Macintosh which will incorrectly identify the site's certificate as expired. It is recommended that you update your browser to the most current version.

For more information regarding both of these situations visit Verisign's Root Certificate Expiration FAQ page.

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16. After I log on, an error message says The page has expired due to inactivity. Why?

This may happen if you ended your last Web Teller session without clicking the End Session link. The cookie on your hard drive has expired, and the browser is opening this page from your hard drive rather than making a new connection with our server. You can correct the problem as follows:

From the Tools menu in Internet Explorer, click Internet Options.
Click the General tab.
Under Temporary Internet Files, click Settings
Under Check for new versions of stored pages, click the button next to Automatically. If this does not clear the problem, follow the same steps and activate the Every visit to the page option.

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17. When I log on to Web Teller, I get an Invalid Content Length error message. What does this mean?

This problem may be due to a bug in a January 2004 Critical Updates package that Microsoft made available for Internet Explorer 6.0. Microsoft has made a fix available, Click here and follow the instructions to download and apply the fix.

You should be aware that fixing this problem does require a registry hack and therefore is not recommended for those who aren't confident making such changes to their PC. Microsoft may include a fix in a future Critical Updates package, but we do not know when or if this will become available. If you choose not to try the fix, you have a couple of options: you can ignore the problem, as it will occur only intermittently, or you can use an alternate browser (such as Netscape) when accessing Web Teller.

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18. 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 the MICR line at the bottom of your check may not match what we have on file. Please contact us, and we will make an adjustment to your account. We are sorry for any inconvenience this may cause.

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Quicken/Money

19. What are the steps to download a transaction history for Quicken or Money?

Once logged in to Web Teller, click the History Inquiry link, then click the Quicken Download menu option. Select the share or loan ID and transaction date range desired and click Continue. Select .qif (quicken download and import), .qfx (Quicken WebConnect) or .ofx (Money), Do this for each account (Savings, checking, etc) you wish to download into Quicken or Money. Please note that the Credit Union account records do not include the names to which checks were written. Therefore, downloading information into a Money or Quicken register, the name information will have to be manually entered.

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20. Can I do automatic reconciliation with Quicken or Money?

Yes. Through the .qfx and .ofx options only.

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21. Can I access Web Teller directly from Quicken?

Yes. Quicken 2002 and newer can transfer your transaction history directly into your quicken software. The Credit Union is listed under USU Charter Federal Credit Union on Quicken’s site. Log in to Web Teller and select the Quicken WebConnect download option.

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22. What is .QIF?

.QIF stands for Quicken Import File. Quicken and Microsoft Money can import data saved in the QIF format. When you download transaction history (QIF), the data is in this format. Once the file has been saved to your hard drive, open up Quicken or Money, and Import the files into your register.

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23. What is .ofx?

.ofx or Open Financial Exchange is the new industry standard for online banking. Specifically, OFX is a unified specification, or protocol for the exchange of electronic financial data over the Internet. It streamlines the delivery of transactions and other financial information from financial institutions to their customers. This process involves communication between financial institutions, transactional servers, and customers.

Products Affected
Windows -- Quicken 98, 99, 2000, 2001
Macintosh -- Quicken 98, 2000, 2001

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24. When I try to download a Quicken file, the account information appears in a Browser window, and it will not allow me to save it as a .QIF file. Why?

This is a known issue when downloading .QIF files with Internet Explorer. The fix is listed below.

1-Double-click My Computer, then select Options from the View menu.
Click the View tab and verify that Show all files is selected and that Hide MS-DOS file extensions for file types that are registered is not selected.

2-Double-click My Computer.
On the View menu, select Options, then click the File Types tab.
Click the New Type button.

At the bottom of the Add New File Type window, verify that the Confirm open after download checkbox is checked.
In the Description of type box enter qif.
In the Associated extension box enter qif.
Under the Actions heading, click the New button.
In the Action box, type OPEN.
In the Application used to perform action box, type c:\windows\notepad.exe.
Click the Close button.
Click OK until all dialog boxes are closed.

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25. "I am unable to download a quicken file from Web Teller that will import into Quicken or Money? When I click on Save this file to disk, the Save As box contains a File name "mcw000" and a Save As Type "HTML Document"."

This is a known issue with IE 5.5 with service pack 1. Please upgrade your browser to IE 6.0.