FAQs

If you’re paying with funds from your credit union savings or checking account, simply make a transfer to your loan account.

If you want to pay your loan from an external account at another financial institution, there are several options available:

1. Use the Bill Pay Service offered by your other Financial Institution to send a loan payment.
2. Pay your loan at any USF FCU or Shared Branch Location.
3. Link your external account in Digital Banking to allow transfers between your bank/credit union share accounts. After you've verified your external account by confirming the amount of the two trial deposits sent to your external account (this takes 2-3 business days to deposit), you’ll be ready to transfer money. Please note, external account transfers take 2-3 business days to process. For instruction on linking an external account, please watch our tutorial video.
4. If you need to make a quicker, one-time loan payment using an external account eCheck or Debit Card, you may use our legacy online loan payment service.

If you’re paying with funds from your credit union savings or checking account, simply make a transfer to your credit card in online or mobile banking.

If you want to pay your Visa from an external account at another financial institution, there are several options available:

1. Use the Bill Pay Service offered by your other Financial Institution to send your payment.
2. Make a payment in person at any USF FCU or Shared Branch Location.
3. Link your external account in Digital Banking to allow transfers between your bank/credit union share accounts. After you've verified your external account by confirming the amount of the two trial deposits sent to your external account (this takes 2-3 business days to deposit), you’ll be ready to transfer money. Please note, external account transfers to a Visa take 3-4 business days to process. For instructions on linking an external account, please watch our tutorial video.
4. Make an immediate payment to Visa using the Pay-by-Phone service. Please call 866.820.3942. A small fee of $5.00 does apply.
5. If you’d like to set up recurring monthly payments from an external bank account, we can do this for you. You can choose to either pay the minimum payment, total balance or a fixed dollar amount monthly. To request this, please send a secure message through online or mobile banking to the topic "Visa Payment from External Account Setup" and complete the required information.
6. Mail your payment to: USF Federal Credit Union PO Box 71050 Charlotte, NC 28272-1050

No, you can enroll in digital banking from a computer or a mobile device. Please visit our website and click the “New User? Enroll Now” link under the username and password fields.

Please note: You’ll need to provide your member number and other personally identifiable information in order to successfully enroll.

Please visit our website and navigate to the online banking section near the top, right-hand side of the screen. Enter your username and password before clicking the Submit button.

If you don’t have a username or password, you must register first. Please contact us if you have any difficulty logging in or enrolling.

Our system offers enhanced security controls with your choice of multi-factor authentication method; including, security questions or a verification code sent by email, text or automated voice call. Multi-factor authentication is triggered each time you log in to online or mobile banking, until you select “Remember this device” upon login. It may also trigger when you perform activities that are considered “higher risk.” Examples include when you change your contact information or when an external account is added.

We also have an enhanced account notification offering to alert you of logins, transactions, failed transfers, card transactions, balance thresholds and more.

• Log in to online banking and click the down arrow next to your profile image and name.
• From the dropdown, click the Settings option and select the Security tab.
• Within the Security tab, you can change your username and password and review your Two-Factor Authentication settings.
• You can also see which devices have been “remembered.” When you remove devices, you’ll be prompted verify your identity the next time that you log in.

Yes, you may access mobile banking by typing our web address in your phone’s browser or by downloading our app from the App Store or Google Play store. Please note: Your login credentials for online banking and mobile banking are the same.

In mobile banking, you can conduct a range of activities; including, but not limited to:

• Viewing your account balances and recent transactions.
• Paying your consumer loans, Visa and mortgage accounts.
• Locating ATMs and branches near you.
• Transferring money between eligible accounts and to other members.
• Sending money to family and friends using your debit card.
• Depositing checks on-the-go.
• Paying a bill or setup a recurring payment through Bill Pay.
• Sending us a secure message.
• Updating your contact information.
• Resetting your username and password.

• Your username must be eight to 20 characters in length and may contain any combinations of letters and numbers.
• The usernames aren’t case-sensitive.

• Your password must be a minimum of eight characters in length, include at least one uppercase and one lowercase number, and must contain at least one numerical digit.
• Please note: The passwords are case-sensitive and expire after 365 days.

Yes, you have the option to reset your username and password through online banking or mobile banking by selecting the “Forgot Username?” link or “Forgot Password?” link.

• To reset your username, you must enter your member number, social security number or tax ID number (for business accounts), and date of birth. You have the option of entering your email address or zip code to proceed.
• To reset your password, you must enter your username, member number, social security number or tax ID number (for business accounts), and date of birth. You also have the option of entering your email address or zip code to proceed.

Yes, to change your security questions and answers:

• Log in to online banking and click the down arrow next to your profile image and name.
• From the dropdown, click the Settings option and select the Security tab.
• Within the Security tab, you can select new security questions and provide the answers.

If you do not recall your security questions/answers in order to log in, please contact us.

When we refer to “widgets,” these are the different menu options within digital banking to access functions and features (ex. “Accounts,” “Transfer Money,” “Manage Cards,” “Manage Budgets,” and “More…”). You may select the “More…” widget from the left-hand panel to view all of the available widgets in digital banking.

You can also change the layout of your widgets, by following these steps:

• Log in to online banking and select the down arrow next to your profile image and name.
• From the dropdown, click the Settings option and select the Widgets tab.
• Within the Widgets tab, you can select the star icon next to the five widgets that you’d like to display under the Dashboard widget.
• You also have the option to re-order your widgets by selecting the “Reorder Favorites” button.
• Once you click Save and refresh your view, the layout of your widgets will update.

You may send us a secure message through online banking or mobile banking.

• In online banking, select the down arrow next to your profile image and name. From the dropdown, select the Messages option. You can also click the “More…” widget and choose the Messages widget from the list.
• In mobile banking, select the Messages widget and click the Compose tab.

• In online banking, select the down arrow next to your profile image and name. From the dropdown, click the Settings option and select the Contact tab. Within the Contact tab, you can update your addresses, phone numbers and email addresses. You can also indicate your preferred phone number and email address. If you need to delete any of your contact information, please call us or send us a secure digital banking message and we’ll complete the request on your behalf.
• In mobile banking, select the Settings widget, followed by the Contact tab.

• Log in to online banking and click the down arrow next to your profile image and name.
• From the dropdown, click the Settings option and select the Notifications tab.
• Within the Notifications tab, you should see several different types of account alerts.
• You can click on the gear icon next to an alert to enroll in it. If you’re only presented with an email delivery option and you’d also like to receive text messages, please follow the steps listed below.

Enrolling in SMS/text notifications:

• Under the Settings section in online banking, click the Contact tab.
• Select the edit/pencil icon next to the phone number that you’d like to receive notifications to. (Please note: The phone must be capable of receiving text messages).
• Check the box that states, “I Would Like To Receive SMS Text Messages To This Number” and click the “Send a code via text” button. You’ll be prompted to verify your identity before a code is sent.
• A code should come to your phone and once you receive it, enter it in the Code box.
• After your phone is confirmed, you’ll notice that it has an “SMS” option beside it.
• When you click on the Notifications tab again, you should have an option to receive notifications via SMS/text.

If you have any difficulty enrolling in notifications, please contact us for further assistance.

If you’ve never ordered checks before, please contact us for assistance.

If you’d like to re-order checks, log in to online banking and click the “More…” widget. From the list, choose the Check Services widget and select the Reorder Checks tab. (Please note: The check reorder feature is only offered in online banking).

• Log in to online or mobile banking and click the “More…” widget.
• Choose the Check Services widget from the list.
• There is a Stop Payment tab on the Check Services screen that has a “New Stop Pay Request” button. When you click on this button, you’ll be prompted to select an account, enter the check number, check date and amount. You also have the option to search for the check.
• The check won’t be stopped until you check the “I Agree” box and click the Submit Request button.

When transactions post to your accounts, they can be categorized to give you a better idea of how much money you’re spending in certain areas. For example, if you’d like to know how much you’re spending on transportation, you can categorize transactions using the Auto & Transport category. Under this category, there are more specific selections to choose from; such as, Gas & Fuel, Parking, Services & Parts, and Tires.

Locate the transaction that you’d like to categorize and select the “Add a category” button underneath it. From the list of categories, you can choose the one that’s most appropriate from the dropdown menu. You can also split the transaction in to multiple categories if more than one applies.

• Log in to online banking and select one of your accounts from the main, Dashboard screen or go to the Accounts widget.
• Under the search box on your account, you should have an export icon (next to the print icon).
• When you click the export icon, a window will come up and prompt you to select one of the export formats from the dropdown menu.
• Please note: Currently, the only export format that allows you to select a date range is the Comma Separated Values (CSV) option.
• Click the Export button.

If you have any difficulty exporting your transactions, please contact us for further assistance.

Please select the Manage Cards widget in digital banking and click on your Visa card. If your card hasn’t been registered yet, please complete the registration first.

Within the Manage Cards widget, you should have a Balance Transfer option. Click the gear icon next to it to display all of the Balance Transfer fields and complete the required fields (ex. card issuer name, account/card number, an address for the card issuer, and the balance transfer amount). Accept the disclosure box and click the Submit button. The payment should be received by your other financial institution within 3-12 business days.

Please select the Manage Cards widget in digital banking and click on your Visa card. If your card hasn’t been registered yet, please complete the registration first.

Within the Manage Cards widget, you should see your Visa Rewards point near the top of the screen. Please visit the CU Rewards website: www.curewards.com to redeem your points. If you have any trouble logging in to your account, please call: 1-800-637-7728.

In order to view your mortgage information, you must select the Mortgage widget in digital banking. (This widget might be located within your “More…” widget options). Once you click on the Mortgage widget, you’ll be brought to our mortgage website where you can view your mortgage details, schedule payments, and more.

Unfortunately, we don’t have the ability to troubleshoot connection issues with third-party applications. If you’ve recently updated your digital banking username or password, please make sure that the application has your new credentials. Please contact the app vendor’s support team directly for further assistance.

• To add a new payee within online banking, select the Pay Bills widget and click the “Add Payee” button from the top, right-hand corner of screen. Next, choose the payee type – Business or Person. You’ll need the name of the business or person and depending on how the payments are being sent (i.e. electronically or paper check), you’ll also need the payee’s routing number and account number, or their address information. 
   
• To add a new payee within mobile banking, select the Pay Bills widget, choose Manage Payees, and click the “Add” button in the top, right-hand corner of the screen. Next, choose the payee type – Business or Person. You’ll need the name of the business or person and depending on how the payments are being sent (i.e. electronically or paper check), you’ll also need the payee’s routing number and account number, or their address information.

Please note: In most cases, we don’t have control over whether the payments are sent electronically or via paper check. If the payee/merchant doesn’t have an electronic agreement with our vendor, the payments will be sent by check.

You can view/modify payee details within online banking and mobile banking. The only field that you can’t edit is the payee name tab. If you need to update the payee’s name, you can contact us to complete the request on your behalf, or you can delete the payee and re-add it with the correct name.

• To view/modify payees in online banking, click on the Pay Bills widget and select the payee that you’d like to view/edit from the Bill Pay Dashboard tab. On the following screen, select the Manage tab and click the pencil/edit icon within the Payee Information section.
• To view/modify payees in mobile banking, click on the Pay Bills widget and select the Manage Payees option. Click on the payee that you’d like to view/edit and then click the Edit button in the top, right-hand corner of the screen.

• To schedule a bill payment in online banking, select the Pay Bills widget. From the Bill Pay Dashboard tab, click on the proper payee and follow the prompts under the “Make a Payment” tab.
• To schedule a bill payment in mobile banking, select the Pay Bills widget. Click the “Make a Single Payment” option and follow the prompts.

Please note: Our bill pay cut-off time is 2 p.m. (EST). If your payment is scheduled after 2 p.m., it’ll go out the following business day. Also, if the payment is scheduled on a Friday, the payment won’t be sent out until the following business day.

Electronic bill payments can’t be expedited, but you may expedite a bill payment that’s being mailed as a paper check. In order to expedite the check payment, you must have a physical address for the payee. Please note: P.O. Boxes and residential addresses aren’t valid because we can’t guarantee a delivery date. Also, fees apply for expedited payments.

• To view scheduled payments in online banking, select the Pay Bills widget and then click the Scheduled tab. You should have a trash/delete icon and a pencil/edit icon next to the scheduled payment(s). The trash icon allows you to cancel the payment and the pencil icon allows you to update the amount of the payment.
• To view scheduled payments in mobile banking, select the Pay Bills widget and then click the Scheduled Payments option. Under the Scheduled section, you can click on the payee to edit the amount of the payment or select the “Delete Payment” button.

On a recurring/automatic payment series, you don’t have the ability to edit the “pay from” account, frequency, starting date, ending date, etc. You can either contact us to make changes on your behalf, or you can delete the payment series and re-add it with the correct details.

At this time, there isn’t a setting that allows you to see whether your check has cleared. You may contact the payee to determine whether they’ve received it or contact us and we can provide more information about the status of the bill payment.

If the payment was sent electronically, we can’t stop it – please contact the payee directly.

If the payment was sent out as a paper check and the payee hasn’t cashed it yet, please contact us. In most cases, we can place a stop payment on the check and the funds will be credited back to your account within 2-3 business days. Please inform the payee that you’ve stopped the check. If they receive the check and attempt to cash it, you may be assessed a fee by the payee. (We don’t charge any fees to stop a bill payment).

You can delete a payee within online banking and mobile banking. Please note: When you delete a payee, your history for that payee will still be available within the Pay Bills widget – History tab.

• To delete a payee in online banking, select the Pay Bills widget and click on the payee that you’d like to delete. Next, select the Manage tab and scroll down toward the bottom of the screen. You should have a Delete Payee icon.
• To delete a payee in mobile banking, select the Pay Bills widget from the app menu. On the following screen, click the Manage Payees option and then select the payee that you’d like to delete. Next, click the Edit option in the upper right-hand corner of the screen and scroll down until you see the Delete Payee icon.

Additionally, you should have an option to deactivate the payee. This may be helpful if you don’t want to entirely remove the payee, but you also don’t want to see it listed as one of your active payees.

You can enroll in E-Statements through online banking or mobile banking. Select the Statements widget and then click the Subscribe button within the Overview tab. You must agree to the subscription disclosure and click the “Subscribe” button to become enrolled.

You can verify whether you’re enrolled in E-Statements by going to the Statements widget – Overview tab. If you’re enrolled, you should also have a list of E-Statements within the Statement widget – Statements tab.

Please navigate to the Statements widget in digital banking and select the Statements tab (between the Overview and Tax Forms tabs). You may click on the statement records to view them. If the E-Statement doesn’t come up, please contact us and/or try using an alternate internet browser.

You can view your statements for the past two years. If you need older statement copies, please contact us. (Please note: Fees may apply).

This can be completed through the Statement widget in digital banking.

Your credit card statements are also located within the Statements widget in digital banking. You should have a separate, Credit Card tab.

Yes, you can link your accounts at other financial institutions through online banking or mobile banking.

To set up an external account in online banking:

• Click on the Transfer Money widget and select the Classic tab.
• Under the “Don’t see the account you want to transfer to?” section, click “Add an external account” and follow the steps.

To set up an external account in mobile banking:

• Select the Transfer Money widget.
• In the Transfers screen, click “Add Account” and then select “External Account” on the following screen and follow the steps.

Two micro deposits will arrive in your external account within 2-3 days. Check your external account’s transactions and make note of the micro deposit amounts. Log back in to online banking and click the alert on your Dashboard notifying you that an external account is pending confirmation. You’ll enter the two micro deposit amounts. If the amounts entered match what was sent, your account will be confirmed and you’ll be able to transfer money to, or from, your linked account.

Please call us or send us a secure digital banking message. We can change the status of your external account back to “pending.” Please make sure that you’re entering the correct trial deposit amounts. If you aren’t sure what they are, please contact us.

If your Visa is grayed out when you attempt to make a transfer to it from an external account, please contact us.

Typically, it takes 3-4 business days for transfers to post when they are coming from an external account. If the funds are leaving our institution and going to an external account, the arrival time frame is usually 2-3 business days.

In order to use mobile deposit, your account must be open for 15+ days and you must be age 16 or older.

Please verify that you’ve downloaded our mobile app from the App Store or Google Play store. The mobile deposit widget isn’t available through the web app (i.e. typing our web address into your phone’s browser and logging in).

If you’re signed into the mobile app and the mobile deposit widget still isn’t showing up, please contact us.

You can make a mobile deposit to your primary savings, special and holiday savings, money market and checking accounts.

• For personal accounts, the check must be made payable to a named owner on the account.
• For business accounts, the check must be made payable to the name of the business.
• We can’t accept checks that are made payable to a third party (i.e. all payees must be on the account).
• The check must be properly endorsed.
• The check can’t be drawn on the same account.
• The check can’t be post-dated or altered.
• We can’t accept foreign checks or checks with non-negotiable items.

• Please make sure the front and back of the check are properly endorsed.
• Avoid writing over the MICR number at the bottom of the check. (Obscuring this number could render it impossible to process by mobile device).
• When you’re taking a picture of the check, don’t get too close to the check. Position the edges of the check within the guidelines displayed on the camera viewer.
• If the check is light in color, place it on a dark background. If the check is a dark color, place it on a light background.
• The app will indicate if your check was successfully submitted.
• Please note: We can’t guarantee that every check will be accepted via mobile deposit.

Yes, you can transfer money to another member’s account through online banking or mobile banking.

To set up a member-to-member transfer in online banking:

• Click on the Transfer Money widget and select the Classic tab.
• Under the “Don’t see the account you want to transfer to?” section, click “Transfer to another member.”
• You must enter the member’s last, indicate whether the funds are going to a share account or loan account, and enter the recipient’s member number and their share or loan ID to designate which account the funds will be deposited into.
• During the transfer setup, you can check the “Save Account for Future Use” box and it’ll always show up in your list of “Transfer to” accounts.

To set up a member-to-member transfer in mobile banking:

• Click on the Transfer Money widget.
• On the Transfers screen, select “Add Account.”
• Within the “Internal Account” tab, enter the member’s last name, indicate whether the funds are going to a share account or loan account, and enter the recipient’s member number and their share or loan ID to designate which account the funds will be deposited into.
• During the transfer setup, you can check the “Save Account for Future Use” box and it’ll always show up in your list of “Transfer to” accounts.

Once a transfer has been scheduled, you don’t have the ability to cancel it within digital banking. If you need to cancel a pending transfer, please call or send us a secure digital banking message as soon as possible. We may be able to cancel the transfer if the cut-off time hasn’t passed.

You can see the reason why the transfer failed by clicking on the transfer under the Transfer Money – History tab. Please note: A failed transfer won’t attempt to process again. If you have any further questions or concerns, please contact us.

You can transfer money to another individual using your debit card with our “Pay a Person” feature in online banking and mobile banking. Enter your recipient’s email or phone number and they’ll receive either an email or text notification that you’ve sent them money. Your recipient can claim and receive the funds immediately by entering a debit card number for the funds to transfer through. Or, they may elect to enter their routing and account number to receive the funds via ACH (may take 2-3 days).

In order for the recipient to accept a transfer with their debit card, two requirements must be met.

1. Their financial institution must allow account-to-account (A2A) transactions on debit cards.
2. Their debit card must run on one of the following, six supported Payzur debit card networks.

• CULIANCE
• STAR
• NYCE
• ACCEL
• SHAZAM
• PULSE

The recipient can claim the transfer with their checking account instead, but they won’t have the funds immediately – it takes 2-3 business days.

Payzur is the merchant platform that we use to send Pay a Person, or P2P, transfers. Payzur allows you to securely send money, real-time, using your debit card. Your recipient may receive the money, real-time, by accepting the funds via their debit card.

In order to use the Pay a Person feature, you must have an open checking account and debit card with our credit union. You must also have the available funds in your account to send the transfer. You can’t send money using your checking or savings account number.

• Select the Pay a Person widget from the “More” menu options.
• Click the “Launch Pay a Person” button.
• Enter in the recipient’s email or phone number and then confirm it. You can check the box to remember the contact for future transfers.
• In the “About Your Payment” section, you may enter in a memo, if you’d like, and the transfer amount. (Please note: There’s a $1.00 fee to use this service and it’ll be calculated in to the total).
• In the “About Your Account” section, enter in your debit card number with our credit union. You can’t send money using a debit card at another financial institution. If you do, you’ll receive an error message that the card isn’t valid. If you’ve used your debit card previously, it should be automatically saved.
• Once you accept the terms of service, you may click the Send button.
• Next, you’ll be prompted to enter in the PIN for your debit card. As an extra security feature, the numbers will randomly scramble.
• Once you have entered your correct PIN and click the “Submit PIN” button, your transfer will go through.
• Your recipient will receive an email or text letting them know you sent them money. They can click the link to enter their debit card information in order to claim the funds, or elect to receive via ACH by entering their checking account information.

Yes, you may update your debit card information by going to the Pay a Person menu and selecting the “Account Settings” option. Within the Account Settings screen, you can add a new debit card and delete a current, saved debit card.

You may update your saved recipients by going to the Pay a Person menu and selecting the “Manage Contacts” option. Within the Manage Contacts screen, you can edit and delete your saved contacts. You may also add new recipients by clicking the “+ Add New Recipient Contact” link.

Within the Pay a Person menu, you can click the Transaction History option to view the details of past transfers. For example, you can see the date and time that the transfer was initiated, the amount of the transfer, who it was sent to, and the status (ex. Sent, Received, Cancelled, etc.). If a transaction is still in “Sent” status (i.e. hasn’t been claimed by the recipient), you’ll have the option to cancel the transaction.

At this time, there isn’t an option to request money from an individual.

Your recipient will receive an email or text message, depending on the method that you chose. The email/text message will contain a link to the secure, Payzur website where they can claim the funds.

Your recipient will be prompted to enter in their first name, last name, debit card number, and the expiration date for their debit card.

If they aren’t able to accept the transfer with a debit card, they can use the checking account option instead. There’s a link to “Receive with your checking account” underneath the debit card expiration date boxes.

There isn’t a way for us to update the email or phone number that was used for the transfer. If the money hasn’t been claimed by the recipient, you may cancel it through the Pay a Person Transaction History menu option. You may also contact us and we can cancel the transfer on your behalf if it hasn’t been accepted yet.

Yes, we can resend the link to your recipient. Please call us, or send us a secure message through digital banking.

You can cancel the payment if the funds haven’t been accepted by the recipient. To cancel a transaction, go to the Pay a Person widget and select Transaction History from the menu. You’ll be able to cancel transactions in a Sent/Pending status. Additionally, if the recipient doesn’t claim the funds within 10 calendar days, the money will be automatically returned to you.

If the funds have been claimed, the transfer can’t be cancelled.

The funds, minus the $1.00 fee, will be returned to your checking account right away when a transfer has been cancelled.

We don’t have a contracted agreement with PayPal, Venmo or Zelle at this time. If you’d like to send money from your credit union account using PayPal, Venmo or Zelle, you must initiate the transfer within their system. Also, if you encounter any issues while setting up your credit union account, please contact their technical support team directly for further assistance.