ClickSWITCH FAQ

• What is ClickSWITCH?

  ClickSWITCH is an automated account switching solution that makes it easy for you to quickly and securely switch your recurring direct deposits and automatic payments from your previous financial institution account to your new financial institution account. You can also initiate the closing of accounts at your previous financial institution using ClickSWITCH.

• How does ClickSWITCH work?

  ClickSWITCH removes the hassle of contacting all of your billers and depositors to inform them of your new account information. You input your payment and direct deposit information to our secure ClickSWITCH system, submit the switch and we’ll do the rest. You can monitor the progress and switch status in the “Status” column on your Dashboard.

• Is ClickSWITCH secure?

  Yes. ClickSWITCH uses the latest in online encryption protection to gather and store your switch information. Additionally, our facilities adhere to the highest industry standards with regard to the security of your personal information.

• Who do I contact if I need help setting up my switches or if I have questions?

  Please contact Member Services at 215-996-3700

• How do I log in and get started?

  Getting started with ClickSWITCH is easy! Once you’ve been enrolled, you’ll need the SwitchTRACK code provided to you during enrollment, or you can activate your ClickSWITCH account through the Welcome Email you received.

• Where do I get a SwitchTRACK code?

  You will receive a SwitchTRACK code when you enroll at a branch. You can also get your SwitchTRACK code over the phone from member services.

• My SwitchTRACK code isn’t working; what should I do?

  Please contact Member Services at 215-996-3700 for assistance with your SwitchTRACK code.

• What do I need to start my switch?

  You’ll need to gather all of your automatic payment and direct deposit information to get your switches started. A previous statement is a great source of information for the automatic payments and direct deposits tied to an account.

• What is an automatic payment?

  An automatic payment is a regular, ongoing payment that is initiated externally to your bank account, such as a monthly insurance bill, utility payment or automobile loan payment.

• What is a direct deposit?

  A direct deposit is any payment that you receive from an organization directly into your account. These could include payroll direct deposits, government direct deposits (Social Security, Disability, etc.) and dividend direct deposits from investment accounts

• How long will it take for me to submit a switch request?

  Submitting a switch typically takes less than 90 seconds.

• Once a switch has been submitted, when does a company receive the information?

  Switches are processed and sent out within 24 hours of the switch being submitted. 

• How long will it take for my switch to be complete?

  Once a company receives the form, automatic payment and direct deposit switches typically take 5-15 business days. Since the timeframe depends on the company receiving the switch request, it’s always a good idea to review your switch status page for the most current information regarding each switch and to continue monitoring your accounts.

   

  Timing for each switch can vary depending on the type of payment or deposit, the biller or depositor and the method needed to switch the payment or deposit.

• Do I need to call my billers and depositors to confirm the switch?

  We display the status for each automatic payment or direct deposit in the Status column. If a switch shows as

  “Completed” there’s no need to contact the biller or depositor. For switches that are marked as “Mailed” for more than 15 business days, you may want to contact the biller or depositor to confirm the status and see if the company needs additional information.

• Why do I need to enter my billing account number or other specific information?

  Companies require specific information to ensure your identity and to update the account information in their system.

• Which address should I use for my biller and depositor?

  A large number of billers and depositors are already in our system. However, if we do not have a company’s address, please use the address that is indicated on the payment confirmation or statement the company sends you. You can also typically find the address displayed in the Help or Contact Us areas of the company’s website.

• What if I don’t have the information required to submit a switch?

  If a field has a red line on the right, this information is required in order for the switch to be submitted. If you are in the middle of a switch, you can “Save” it. It will save as an “Information Needed” status and you can either log back in later when you have the required information or contact the financial institution for help.

• How do I know if my payment or deposit has been switched?

  The easiest way to check the status of a switch is to look at the “Status” column of your ClickSWITCH account. Switches that have been completed and confirmed by your biller or depositor will display a “Completed” status. Switches that are still in process will display a “Mailed” status.

  For switches that have a mailed status for 15 days or more, we recommend contacting the company to confirm the switch is completed or check your account.

• What if I forget to include an automatic payment or direct deposit when submitting my switches?

  You can easily submit additional switches any time! Simply log in to your ClickSWITCH account and click the correct tab in your Dashboard.

• What if my switch isn’t completed and I miss a payment?

  Monitoring your switch status is an important part of moving your account. It is advisable to keep enough money in your old account to cover each payment until the switch status for that payment has changed to “Completed,” or you’ve confirmed with your billers that your payment account information is updated in their systems.

• When is it safe to move/remove funds from my prior account?

  We recommend keeping enough money in your old account to cover each payment until the switch status is “Completed.” This is especially important for any payments that might be due during the 14 days after you initiate a switch.

• One of my switches has an “Action Needed” status. What does this mean?

  Occasionally, after you have submitted a switch for processing, our research team determines that the company requires you to update your banking information with them online. When this happens, your switch will show an “Action Needed” status. You may also see an “Action Needed” status if the switch is rejected for other reasons. To see the details of the action you need to take, you can click on the Edit icon in the Actions column.

• Will I be notified of any switch updates?

  If you provided an email address during enrollment and have allowed alert emails, you will receive switch updates via email. If not, you will need to log in to ClickSWITCH and view the switch status.

• What is Switch Assist?

  Switch Assist allows you to log in to your previous financial institution’s online banking account. Once you’re logged in, you

  will see your transaction history and will be able to submit switches to your new financial institution account.

• Can I use ClickSWITCH to switch my bill payments?

  Since bill payments are not automatically recurring, you’re not able to use ClickSWITCH for them. You will see a list of your bill payments in the automatic payment tab when you’re logged in to Switch Assist and can download this list to use as reference when creating bill payments at your new financial institution.

• I’m having technical difficulties. Who should I contact?

  Please contact Member Services at 215-996-3700 for assistance.

Credit Sense

• What is SavvyMoney?

  SavvyMoney is a comprehensive Credit Score program offered by your Credit Union, that helps you stay on top of your credit. You get your latest credit score, an understanding of key factors that impact the score, and can see the most up to date offers that can help reduce your interest costs. With this program, you always know where you stand with your credit and how your Credit Union can help save you money.

• Is SavvyMoney Credit Score an actual credit report?

  No. SavvyMoney shows you your credit score, ranging from 300 to 850, and the main factors from their credit reports that impact this score the most. It doesn’t include an actual credit report (a detailed report of credit history). See SavvyMoney’s Credit Score FAQs for more details.

• Is there a fee?

  No. SavvyMoney is entirely free and no credit card information is required to register.

• How often is my credit score updated?

  As long as you are a regular online banking user, your credit score will be updated every month and displayed in your online banking screen. You can also refresh your score as frequently as every day by navigating to the detailed SavvyMoney site from within online banking.

• Can I request a free credit report from SavvyMoney?

  Not at this time. However, we encourage you to pull one copy of your credit report from each bureau [Experian, Equifax and TransUnion] annually at www.annualcreditreport.com or by calling 877-322-8228. By pulling a report from one of the bureaus every four months, you can stay on top of your credit and spot any inaccuracies or suspicious activity quickly. Pulling your own credit reports is considered a soft inquiry and will not affect your credit score.

• How does the SavvyMoney Credit Score differ from other credit scoring offerings?

  SavvyMoney pulls your credit profile from TransUnion, one of the three major credit reporting bureaus, and uses VantageScore 3.0, a credit scoring model developed collaboratively by the three major credit bureaus: Equifax, Experian, and TransUnion. This model seeks to make score information more uniform between the three bureaus to provide consumers a better picture of their credit health.

• Why do credit scores differ?

  There are three major credit-reporting bureaus—Equifax, Experian and Transunion—and two scoring models—FICO or VantageScore—that determine credit scores. Financial institutions use different bureaus, as well as their own scoring models. Over 200 factors of a credit report may be taken into account when calculating a score and each model may weigh credit factors differently, so no scoring model is completely identical. No matter what credit bureau or credit scoring model is used, consumers do fall into specific credit ranges: Excellent 781–850, Good 661-780, Fair 601-660, Unfavorable 501-600, Bad Below 500.

• Will MSDFCU use SavvyMoney Credit Score to make loan decisions?

  No, Merck Sharp & Dohme FCU uses its own lending criteria for making loan.

• Will SavvyMoney share my credit score with MSDFCU?

  No, your SavvyMoney Credit Score is a free service to help you understand your credit health, how you make improvements in your score and ways you can save money on your loans with MSDFCU.

• How does SavvyMoney Credit Score keep my financial information secure?

  SavvyMoney uses bank level encryption and security measures to keep your data safe and secure. Your personal information is never shared with or sold to a third party.

• If the Credit Union doesn’t use SavvyMoney Credit Score to make loan decisions, why do we offer it?

  SavvyMoney Credit Score can help you manage your credit so when it comes time to borrow for a big-ticket purchase—like buying a home, car or paying for college—you have a clear picture of your credit health and can qualify for the lowest possible interest rate. You’ll also see offers on how you can save money on your new and existing loans with MSDFCU.

• What if the information provided by SavvyMoney Credit Score appears to be wrong or inaccurate?

  The SavvyMoney Credit Score makes its best effort to show you the most relevant information from your credit report, but it is not a full credit report. If you think that some of the information is wrong or inaccurate, we encourage you to take advantage of obtaining free credit reports from www.annualcreditreport.com, and then pursuing with each bureau individually. Each bureau has its own process for correcting inaccurate information. The Federal Trade Commission website step-by-step instructions on how to contact the bureaus and correct errors.

• There is a section on the site that features both MSDFCU product offers and financial education articles. Why am I seeing this?

  Based on your SavvyMoney Credit Score information, you may receive MSDFCU offers on products that may be of interest to you. In most cases, these offers may have lower interest rates than the products you already have. The educational articles, written by Jean Chatzky and the SavvyMoney team, are designed to provide helpful tips on how you can manage credit and debt wisely.

• Will accessing SavvyMoney Credit Score ‘ping’ my credit and potentially lower my credit score?

  No. Checking SavvyMoney Credit Score is a “soft inquiry”, which does not affect your credit score. Lenders use ‘hard inquiries’ to make decisions about your credit worthiness when you apply for loans.

• Can I get a copy of my credit report from SavvyMoney too?

  Not at this time. SavvyMoney may offer credit reports in the near future.

• Does SavvyMoney offer credit report monitoring as well?

  Yes. SavvyMoney will monitor and send email alerts when there’s been a change to your credit profile.

• How do Members change their email address or other personal information?

  If you access SavvyMoney program through your online banking, you have to do nothing! Your email address will get updated automatically in SavvyMoney when you update it in online banking.
  
  If your signed up with SavvyMoney from our website, please log into the website and click on your name displayed on top right of the screen. Select the Profile link from the drop down, and follow instructions to update your information.

FAQ-Card Rewards

• Will the Card Rewards work for both cash rewards and regular rewards?

  Yes.

   

FAQ-Cards Management

• Which cards are eligible to use the lock/unlock feature?

  All of our debit and credit cards are eligible for this feature. 

   

• What happens when I lock my card?

  Within minutes, you'll see the card appear locked. Locking your card will prevent new transactions while still allowing recurring transactions, pre-authorized payments, and refunds to post to your account.

   

• What happens when I unlock my card?

  Once your card is unlocked, you may resume transactions and payments.

   

• Should I lock my card if I see an unauthorized transaction?

  No, please dispute the transaction in Online Banking or contact us, and then we will block the card and send you a new card. We recommend you lock your card for temporary misplacement. If you suspect fraudulent charges or you're certain you've lost your card, please contact us.

   

• Will a locked card work in my mobile wallet?

  No, the card will show up in the mobile wallet, but authorizations will be declined.

   

• Will I receive card alerts?

  Once you register your card and select your notification preference, all card transaction alerts will be sent to you in real-time.

   

FAQ-Mobile App

• Will I need to download a new app?

  That depends on your device:

  • Android users will need to delete the old app and download a new version from the Google Play Store
  • Apple users will only need to update their application

   

• What are the limitations of the mobile platform?

  Most all the functionality of the online platform is available on the mobile platform, with just a few minor exceptions.

   

• Will the previous app stop working after go-live?

  For Android users, yes. For Apple users, the previous application will be updated with the new application.

   

• Will I be able to see a copy of the check image in my history when making check deposits using Remote Deposit Capture?

  No, only the check amount will be listed. You will only see images of ON US checks you have written from the account once they have cleared. This can vary depending on the Remote Deposit Capture provider.

   

• What are some of the features not available on the mobile app?

  Multi Pay for Bill Pay is available on desktop only.

   

• How to find the app on Samsung

  An Samsung - search Merck and then click the New button to find the app on top of the app

  Android App:
  Download Our Android App

   

FAQ-Mobile Deposits

• How does Mobile Deposit work?

  Select Deposit Checks, the account you wish to deposit to, enter the amount of your check, and Sign the back of your check. If available, check the box that reads: “Check here if mobile deposit.” You will then be prompted to take a photo of the front and back of your endorsed check with your mobile device. Be sure to capture a clear picture with all 4 corners of the check on your mobile device’s camera screen. Then submit your deposit.  After your deposit is submitted, you will receive a confirmation message on your mobile device along with an email confirmation.

   

• When will my mobile deposit funds be available?

  Usually within 10 minutes unless a hold is applied. Common reasons a hold is applied include large deposit amounts, third-party checks, deposited checks returned unpaid, etc. 

  When the funds are available, you will be able to see the amount in the available balance of the account you selected when you submitted the mobile deposit. 

   

   

• How can I find images of the checks that I have deposited?

  By viewing your account transaction history and clicking on the filter button, and selecting “Check Deposited Remotely.” 

   

FAQs-Bill Pay

• Is there anything I need to do now that the enhanced Bill Pay service is live?

  While we made every effort to ensure your information transferred to the enhanced Bill Pay service seamlessly, we recommend you verify your payee information (name, address, and account number) and that your scheduled bill payments are accurate in the new service.

  eBill enrollments were unable to be transferred to the enhanced Bill Pay service. If you previously had eBills set up for any of your payees, please re-enroll them for eBills in the new service.

   

• Do you have any Pre-Upgrade helpful hints?

  To ensure a fast and easy enrollment process, we recommend taking the following prior to re-enrolling your eBills:

  ● Know the username and password you use to access each biller’s website. If you forgot your login information, visit the biller’s website to reset your password.

  ● Be sure to know your account number and payment address for each biller. This information can be obtained from a most recent statement or eBill or through the biller’s website.

  ● Some billers may require a one-time code or challenge question to complete the Setup. Visit the biller’s website to verify your email address and mobile number are current in their system and update your challenge question answer(s), if necessary.

  ● Historical eBills will not convert to the new Bill Pay service. You may download past eBills from Bill Pay before the upgrade or access them directly from the biller’s site.

  ● As each biller has a different billing cycle, some eBills may not be available until your next statement cycles after the upgrade.

  ● Automatic payments scheduled to occur after April 10 will not be automatically sent to your billers. If you currently have automatic payments set for your eBills, you can re-establish automatic payments once you enroll the biller for eBills.

  We hope you find these tips helpful and hope you will find our enhanced Bill Pay service will make managing your payments easier than ever

   

• Will my payees, scheduled payments, and payment history transfer to the new Bill Pay service?

  Your existing payees, scheduled payments (including recurring payments), and some history will be available in the new Bill Pay service. While we made every effort to ensure your information transferred to the new Bill Pay service seamlessly, we recommend you verify your payee information (name, address, and account number) and that your scheduled bill payments are accurate in the new service.

   

• Will my eBills transfer over to the new Bill Pay Service?

  For security reasons, we cannot transfer eBill enrollments to the new Bill Pay service. If you previously had eBills, please re-enroll them for eBills in the new service for immediate access to your eBills.

   

• How Do I Enroll My eBills?

  To ensure a fast and easy enrollment process, we recommend taking the following steps prior to enrolling your eBills:

  ● Know the username and password you use to access each biller’s website. If you forgot your login information, visit the biller’s website to reset your password.

  ● Be sure to know your account number and the payment address for each biller. This information can be obtained from a most recent statement or eBill or the biller’s website.

  ● Some billers may require a one-time code or challenge question to complete the Setup. Visit the biller’s website to verify your email address and mobile number are current in their system and update your challenge question answer(s), if necessary.

  ● As each biller has a different billing cycle, some eBills may not be available until your next statement cycle.

  Watch Video

  View PDF

   

• Will the timing of my payments change?

  Your payment scheduling experience will change in the enhanced Bill Pay service, giving you a better understanding of when your payments will be sent and when your payees should expect to receive payments.

  When scheduling payments, you will be presented with two dates: 

  • Earliest Delivery Date, the date you wish for the payment to be sent.
  • Estimated Delivery Date, the date your payee is expected to receive the payment. The Estimated Delivery Date displayed is dependent upon the Earliest Delivery Date you select and the method by which the payee receives payments, by check or electronically.

  To assist you with identifying how each of your payees receives payment, payees will display either an envelope icon for check payments or an electrical plug icon for electronic payments.

  • Electronic Payments -  will be deducted from your account on the SEND DATE. Funds must be available on the Send Date for the payment to be sent.
  • Check Payments - will be mailed to your payee on the Earliest Delivery Date, and the payment will be deducted from your account when the payee cashes or deposits the check.

• Why am I seeing- Payee Verification Messaging?

  This is a reminder to verify their payee information. You can expand and collapse the messaging. After 30 days, the message will no longer display.

   

• What happens to my AutoPay Setup?

  For security reasons, we are unable to transfer eBill enrollments to the new Bill Pay service. As a result, automatic payments scheduled to occur after April 10 will not be automatically sent.

  To take advantage of this feature in the new system, simply re-enroll for eBills. Once your enrollment is complete, you will have immediate access to your eBills and can re-establish automatic payments with them.

   

• Who Can I Pay With Bill Pay?

  You can pay almost any company or individual in the U.S. You can pay a U.S.-based company with an address or person via a text or email, even if your biller isn't set up for online payments.

  You can also:

  • Set up automatic payments for recurring bills — like rent or your cable bill.
  • Make one-time payments for bills that differ each month — like a phone or utility bill.

• What's an eBill?

  Electronic bills (eBills) are online versions of paper bills you receive, view, and pay through Bill Pay. The eBill arrives into your Bill Pay account much like a paper bill would arrive in your physical mailbox, although the format may differ. You can print eBills for your records and set reminders for yourself to pay the eBill when payment is due or set up automatic payments. IMPORTANT: Following the launch, you will need to re-set up eBills. You will automatically be unsubscribed by your vendor and will begin receiving paper statements. Tip: if you un-enroll about 30 days in advance, you will receive a paper statement in plenty of time to have all the info you need on hand to re-subscribe right away.

• What is the time a Bill Payment must be setup to go out the same day?

  Any payment setup at or before 4:00PM EST will go out the same day, after 4:00PM EST the date will move to the next day.

• Can days are bill payments are processed.

  Processing is Monday through Friday (non-Fed Holidays). If a member has a recurring series that happens to fall on a Saturday, we will schedule the payment to be sent on the Friday before. If the recurring series happens to fall on a Sunday, we will schedule the payment to be sent on the following Monday. Our platform doesn’t allow for Bill Payments to be scheduled on the weekend or holidays, however depending on the recurrence (weekly, bi-weekly, monthly, etc.) sometimes the recurrences will fall on these days so our system will make the adjustments on behalf of the customer.

FAQs-General

• Why is Digital Banking changing?

  We are committed to service and being your preferred financial partner for life. But life moves quickly, and technology advances. Our responsibility is to stay current with technological changes for your benefit and security.

   

• What Will Change in the New Upgraded Platform?

  The most popular features and services you are familiar with, like checking balances, mobile deposits, and internal transfers, will remain available and be improved. Our new digital banking upgrade will also provide a new streamlined Bill Pay and external transfer service in addition to some of these improvements:

  • Integrated Experience: a single, integrated online and mobile experience with more features available on both platforms. Plus, if you previously shared a User ID, now joint owners can create individual profiles.
  • Design: a clean and modern look and feel with improved navigation, easy-to-access menus, and a more intuitive and seamless integration across desktop, tablet, and mobile banking.
  • Access: A new customizable dashboard lets you view all your accounts, upcoming payments, transfers, and quick access to Bill Pay and transfer widgets.
  • Financial Management: Expanded personal financial management tools to help you set budgets, create spending categories, and view your accounts at other financial institutions.
  • Convenience: Debit and credit card controls will allow you to block your credit or debit cards if you suspect fraud.
  • Security: the latest security features to confirm your identity with the use of a one-time passcode help to keep your accounts and financial transactions safe and secure.

• When is the Upgrade Happening?

  We are currently working on the upgrade and expect to launch the week of April 10th 2023.  Please note existing users will receive a One Time Passcode to log in for the first time. Ensure your contact information is up-to-date so you don't miss a thing.

   

   

• What Do I Need to Do to Be Prepared?

  Soon, we will release a detailed chart of tips and blackout dates.

  • Make a note of what transfers, bill payments, and eBills you currently have set up so you can ensure they all transfer correctly or re-set up the ones that need to be reconnected. Don't enroll any new eBills, as those will not convert.
    
  • Get familiar with our important dates, as these impact your ability to update your account and make one-time transfers and bill payments.

• Will I Need to Update My Mobile App?

  After the upgrade becomes available:

  • Android users must delete the old app and download the new version of our mobile banking app.
  • Apple users will need to update their current mobile banking app.
    

• How Do I Know if I'm the Primary or Joint Account Owner?

  To find this information, check your statement in online banking under Statements or on the printed copy of your statement. The name listed first is the primary account owner. Joint owners will now be able to create their own username and password. 

   

• I am a Joint Owner and Currently Share My Username and Password. Will I Get to Register Myself Now?

  If you have previously shared a username and password with a primary owner, you will now get to register with your own username and password. You will need the following to be able to do this online or on the mobile app: member number, SSN/TIN, birthdate, email, and zip code. 

   

• Is Bill Pay Changing?

  Bill Pay will have an improved user interface for online and mobile banking. You will now be able to add and manage payees from the mobile app. Your current payees and any recurring Bill Pays will transfer over. IMPORTANT: As we get closer to our launch in April, there will be important dates when Bill Pay is unavailable temporarily. You will have to need to schedule any payment before these dates. 

   

• What Will Be My Money Transfer Options?

   

  You will still be able to conduct internal transfers, external (bank-to-bank transfers), and member to member transfers.

  • Internal Transfers – any recurring transfers you have set up will transfer over to the new platform. 

  • External Transfers – your external bank-to-bank transfers and external account information will transfer over. However, as we get closer to our launch in April, there will be important dates when access to External Transfer will be unavailable for a temporary period. You will need to schedule any transfers prior to these dates. Make sure your information is up-to-date so you don't miss these important communications.

  • Member-to-Member – will need to be re-established 

   

• How Do I Transfer to Another MSDFCU member?

   

  To set up a transfer to another MSDFCU member, you will need the following info:

  • Member's last name

  • Their member number 

  Click the Transfer & Pay>Transfers> More Actions>Add Account > Send money to another MSDFCU member.

  After entering the member info for the destination account, you may save the account for later by clicking >Save 

  
  

   

• How Do I Transfer to My Account at Another Institution?

  You can add an account at another bank or credit union to your transfer list by going to Transfer & Pay >Transfers>More Actions> Add Account>External account.

  Transfer & Pay and click "Add an external account." A pop-up will ask you for the account and routing number and will also require a nickname to label the account in your transfer list. After the account is added, it will need to be verified. 

  Once the account is added and verified, you will be able to both withdraw from an MSDFCU account and deposit to the external account and deposit from the external account into your MSDFCU account. 

  
  

• What's a FICO Credit Score?

  FICO scores are a three-digit number based on information in your credit reports. A summary of your credit scores from the three major credit bureaus is a new feature in online and mobile banking. If you have an MSDFCU loan, your FICO scores will be updated constantly.

• Can I change or add nicknames on my accounts?

  Yes, you can add or change nicknames but if there are two owners on the account that both have access, one member could change it and the second person could go in and change it again.

• Will my alerts be updated?

  No alerts will not be converted we reconded you set up new alerts in the new system.

• For account to account transfers what is the deadline for a same day transfer?

  The transfer must be submitted by 1:00PM EST to be processed the same business day. Any time after 1:00PM EST it will be next business day.

• What are the cutoff times for Person 2 Person same day transactions?

  Transfers made at or before 4:00PM EST will go out same day. After 4:00PM EST the date will move to the next day.

• If you have scheduled external MSDFCU credit card transfers

  Scheduled reoccurring transfers to your MSDFCU credit card(s) need to be rescheduled after the upgrade.

FAQs-Login

• First-time login, After Upgrade

  • Enter your current username and password
  • Agree to the disclosure
  • Verify your identity
  • Received a temporary passcode
  • Create a new password – You can reuse your existing password

   

• User Name & Password Requirements

  User Name

  • Minimum Length – 8
  • Maximum Length – 20
  • Allow Alphabetic Characters
  • Allow Numeric Characters
  • Allow Special Characters ‘$’

   

  Password

  • Minimum Length – 9
  • Must Include a Number
  • Must Include an Uppercase Letter
  • Must Include Lowercase Letter
  • Must include a non-alphanumeric

   

• Registration Process

  Through registration, users can: create a login into the system, gain access to bank accounts, and grant access to others. User registration can be accomplished from any interface: Desktop, Mobile Web, and Mobile Application. After successful registration, the User can access their accounts from all three interfaces.

   

• First Time User Login

  First time user process:

  • Create a new password

  • Agree to the disclosure

  • Receive temporary passcode 

  • Validate personal information

   

FAQs-Statements

• I downloaded Adobe Acrobat Reader but still can't view my statements and notices.

  If you chose 'Save this program to disk' when you downloaded Adobe Acrobat Reader, the program might not be installed correctly. When you download Adobe Acrobat Reader again, make sure you choose the 'Open\Run the program from its current location' option instead of the 'Save this program to disk' option.

   

• Can I review electronic notices from previous months?

  Going forward, we will maintain notices online for 60 days.

   

• What are notices?

  A notice is simply an announcement or information of something pending. Let's say you have a Certificate Account with MSDFCU, and prior to maturity, we will send you a Certificate Maturity Notice making you aware that your Certificate Account is maturing and asking if you want to renew. As an eDocument subscriber, notices are presented to you electronically rather than through the mail.

   

• How can I review statements for previous months?

  Go to the top menu and select 'Documents'. The document list will then be displayed. We maintain up to 25 months  of statement history for you.

   

• Will I receive a notification when my statement and/or notice is available?

  Yes. You will have the option to receive an email to notify you when your statement and notice(s) are ready to view online. Statements are usually available on the first of the month, and Notices are available throughout the month.

   

• Will my electronic statement look the same as my regular printed statement?

  Your electronic statement will have the information and look of a printed statement.

   

• How can I save a statement?

  Simply open the statement. Then go to "File" and "Save a Copy" on the main navigation menu or click on the disk icon on your toolbar.

   

• Can I view check images on previous eStatements?

  We do not offer check images in our statements. Please review your online history to view check images.

   

• How do I contact MSDFCU?

  To send a secure message while logged into online banking, go to the top right side of the screen in the blue bar and click on the white envelope icon located next to your profile symbol.

  If you require further assistance, please contact a Member Service Representative.

  Email: info@msdfcu.org  Phone: (215) 996-3700  Visit: Locations and Hours

   

   

• In regards to notification preferences, can I have multiple accounts tied to the same email address?

  Yes, as long as each account is enrolled in eDocuments. For example, if your child has an account with MSDFCU and you, as the custodian, want to receive an email notification once the statement is available. You can use the same email address for both accounts.

   

• Can I switch to paper statements?

  Yes, to make the switch to paper statements contact us.
  Email: info@msdfcu.org  Phone: (215) 996-3700  Visit: Hours and Locations

   

   

• I'm having trouble opening my statements using Safari and Firefox. Can you help?

  First, you need to make sure you have Adobe Acrobat Reader installed on your computer (it's not a standard application on the Mac). Here's how to tell if you don't have Adobe Reader installed; a) By default, when trying to open a statement in Safari or Firefox, depending on the version, it will usually open in a program called Preview or b) When you try to "Save as", the extension will come up as .asp and not PDF. 

   

• I also have a Custodial Account with MSDFCU and only received 1 notification in regard to my statements being available. Can you tell me why?

  If you have multiple accounts (e.g., custodial account, etc.) with MSDFCU, you will receive only 1 notification per email address and cell phone number. This is done so you won't get bombarded with notification messages, and our emails won't come across as SPAM. However, you will receive a notification per notice regardless of whether you are using the same email address for different accounts. For example, if you have a CD Maturity and a CD Renewal notice in the same day, you will receive 2 different emails.

   

• I do have Adobe Acrobat Reader installed. However, I'm still having trouble opening my statements using Safari and Firefox. Can you help?

  You will have to update your preferences, go to "Safari/Preferences" or "Firefox/Preferences" and select "applications." Scroll down to "Portable Document Format." Then, under "action," select "use other" and select Adobe Acrobat Reader.

   

• How do I update my contact information?

  To update your information while logged into online banking, go to the top menu, navigate to "Tools" next select "Settings" and then click on "Contact".

  For more information, you can contact us. Email: info@msdfcu.org  Phone: (215) 996-3700  Visit: Hours and Locations

FAQs-Tech Info

• Browser Support

  Note: IE 11 does not support technologies and standards implemented in newer browsers.
  

  • Google Chrome: Latest 2 versions

  • Firefox: Latest 2 versions

  • Microsoft Edge: Latest 2 versions

  • Safari: Last 2 major versions

  • iOS: Last 2 major versions

  • Android: v7.0 and above

   

• Device Support

  Windows: Versions that are still supported by Microsoft and support a browser listed here

  • OS X: Versions that are still supported by Apple and support a browser listed here

  • Android: v7.0 and above

  • iOS: Last 2 major releases