Online & Mobile Banking FAQs

To help you find more information about a specific topic or issue, we have created the following frequently asked questions.

Online and Mobile Banking Enrollment

Why can’t I access the online banking log in page?

If you are unable to access the online banking log in page, we recommend clearing your cookies and browser history then refreshing the page. The link should populate.

Why can’t I download the mobile banking app?

If you are unable to download the mobile banking app on your mobile device, we recommend uninstalling the old app (white TFCU logo on a blue background) before installing the new app (blue TFCU logo on a while background).

What is 2-step verification and why is it used by online and mobile banking?

2-step verification is a security measure that allows you to request a one-time access code to log in to online and mobile banking. The code enhances the security by creating an added layer on top of your unique username and password. This security process helps to verify you and better protect your credentials and the accounts you can access.

When I log in to online or mobile banking, do I need to get a confirmation code every time I log in?

No, 2-step verification is device and browser dependent. If you log in from a computer that you have not previously logged in from, you will be prompted to enter a confirmation code.

How do I receive my 2-step verification code from the Twilio Authy app?

TFCU does not manage the Twilio Authy app, and some devices may experience difficulty receiving codes from this service. Verification codes sent through the Twilio Authy app refresh automatically every 20 seconds; however, codes can be safely entered into online and mobile banking for an additional 3 minutes, even if they have already refreshed within Twilio Authy. If you are experiencing other difficulties, you may also receive 2-step verification codes by text message or phone call.

Can I use an email for 2-step verification?

Yes. You can use an email for 2-step verification through the Twilio Authy app.

Can I set up a joint member to get the 2-step verification code to log in?

Yes, simply log in to your account and select “Settings.” Then, select “Security.” You will then go to “Two-factor authentication” on the desktop or “2-step verification” on the mobile app. You will be asked to enter your account password for security. You have the option to remove your phone numbers if they are no longer valid, or add other phone numbers to receive the authentication. There are also authentication applications, such as Twilio Authy, that can be set up for authentication.

To have a verification code sent to another phone number you have set up, select “Try another way” when you are prompted at log in for the verification code then select the phone number you want the code sent to.

Why is online and mobile banking asking for my Social Security number?

As part of verifying your identity, when you enroll in online and mobile banking your Social Security number and Member ID number are required to prevent fraud and unauthorized access.

Why was I notified my email address had been changed after I enrolled in online and mobile banking?

If the email address you used to enroll in online and mobile banking did not match the email address associated with your TFCU account, that information was updated during our nightly processing. When this happens, a notification is sent to your previous and current email address. You can change your email address anytime within online and mobile banking under Settings through the main menu. You can also contact the TFCU Member Service Center for assistance at 1-800-456-4828.

Can I change an account’s name?

Yes, you can change the name of an account by selecting the account then “Settings” and “Rename.” The name of the account can be changed repeatedly; however, to return the account to its original product name, such as “Heritage Club Checking,” you will need to contact the TFCU Member Service Center or visit a branch to have it reset.

Note: If you ever want to remove a device and reset your security settings, you can change them in settings once logged in to online or mobile banking. However, changing your phone number within online and mobile banking will not update it in the Twilio Authy 2-step verification app. You will need to update your information in the Twilio Authy app separately.

How can I enroll in online and mobile banking if I have an international phone number?

If you have an international phone number, you will not be able to enroll without calling Member Service Center at 1-800-456-4828 to obtain your new username and temporary password prior to logging in.

Once you’ve logged in, you will need to authenticate your account. To do so, simply enter your international phone number, with the country code entered, and request a phone call. Currently, texting may not be available on international phone numbers. You can also choose to use the Twillo Authy app for 2-step verification. Simply download the app and set up your international phone number and email address to complete the process.

Online and Mobile Banking

How do I access my account online?

If you have an open and active TFCU account, you can enroll in online and mobile banking. Simply view and accept the terms and conditions, set up your security features and begin accessing your accounts from your browser or mobile device.

From TinkerFCU.org, log in to online banking by clicking on “LOGIN” in the top right corner of the website.

What if I forgot my online and mobile banking username, password or passcode?

If you have forgotten your username, you can select “Try another way” to unlock your account with your Social Security number and Member ID number, or you can call or select “Need help?” from the mobile app to automatically dial the TFCU Member Service Center (405-732-0324, option 6, or 1-800-456-4828, option 6) for assistance.

If you have forgotten your password, you can recover it by selecting “Forgot?” and entering your username and email. A link will be sent to reset your password.

(On a mobile device) If you have forgotten your 4-digit passcode, you can select “Forgot?” to be directed to the username and password login screen. Enter your credentials to reset your 4-digit passcode.

What type of accounts can I access with the mobile banking app?

The mobile banking app provides access to all the same account information that can be accessed through online banking.

Can I export my account history to Quicken?

Yes. To export your account history:

Log in from TinkerFCU.org.
Click Accounts.
Select the account you wish to export.
Click the download icon (down arrow above a horizontal line) above the list of transactions.
Enter the Date range and File type.
Select Open Financial Exchange for the file type.
Click Download.

What is the cost of using the app?

The mobile banking app is provided free of charge to TFCU members to download; however, standard text messaging and data fees from your wireless provider may apply.

What types of mobile devices can be used to access the app?

The app is available for Apple and Android devices. If you have questions about the capabilities of your mobile device, please contact your wireless provider directly.

How do I deactivate access to online and mobile banking?

To deactivate access to your account information through online and mobile banking, please contact TFCU’s Member Service Center at (405) 732-0324, option 6, or 1-800-456-4828, option 6.

How do I change my password for online and mobile banking?

The password used to access your account information through the mobile banking app is the same used to access online banking. You can change your password by clicking on the “Forgot Password” link on the login screen, or under “Settings” then “Security” within the browser or mobile platform. However, mobile users must delete their passcode before clicking “Forgot Password.”

Is the app secure?

Yes. The mobile banking app is safe and secure. All data that passes between your mobile device and the online banking web servers is encrypted using Transport Layer Security (TLS), just like online banking through your internet browser.

Why am I getting the digital banking error: “Account is locked”?

This error is present during the log in process and typically means that your account has been locked. This can happen for a variety of reasons but is easily resolved. Please contact us by phone for assistance unlocking your account.

Why am I getting the digital banking error: “Please verify your information and try again”?

This error is present during the log in process and typically means that your credentials didn’t match our records. Try entering your credentials one more time. If the error persists, please contact us by phone for further assistance

Why am I getting the digital banking error: “Oops: The information you provided doesn’t match what we have on file.”?

This error is present during the log in process and typically means that your account information does not match our records. Please contact us by phone to confirm we have the correct phone number and username on record.

Transfers and Payments

How do I add external or third-party accounts?

You can add and track third-party accounts, or external accounts, in online and mobile banking by selecting “Transfers” from the main menu, then selecting “+ External account” or “Transfer to other institutions by adding an external transfer account” from your mobile device. This will allow you to enter the information for the other institution and begin the linking process. A “Pending” status on an external account will remain until you complete the verification process. When you submit an external account request, there will be two small deposits, less than $1, made into the external account within 1-3 business days. Once you gather those amounts, you can return to the “Transfers” page and enter the deposit amounts to verify the external transfer. This will complete the process.

Please note: you will only be able to transfer to and from share accounts (savings or checking) from financial institutions within the United States on which you are an owner. You will be able to make a transfer to your deposit accounts and payment(s) to your TFCU loan(s) from your accounts at other financial institutions. Your financial institution’s name (Account name), routing number, account number and account type (savings or checking) are required to set up an account for external transfers.

To set up an external transfer through online banking:

Log in from TinkerFCU.org.
Click Transfers.
Click +External Account.
Enter your external account information.
Confirm two small deposits*, less than $1, made into your external account.
Finally, schedule a new one-time or recurring transfer.

To set up an external transfer through mobile banking:

Log into the app and click on main menu icon.
Click Transfers.
Click Transfer to other institutions by adding an external transfer account then +Add external account.
You may be asked to reenter your password for verification.
Enter your external account information.
Confirm two small deposits*, less than $1, made into your external account.
Finally, schedule a new one-time or recurring transfer.

*Please note: Transfers to another financial institution may take 1-3 business days to process.

Why hasn’t my payment posted yet?

Payments made to a mortgage or credit card before 5:00 pm will post on the next business day. Payments made after 5:00 pm will post on the second business day. If you’ve noticed a payment still hasn’t processed correctly, contact the TFCU Member Service Center for assistance.

Where can I view pending transactions on my account?

Log in
Select the account you are needing to view
To view all account activity, view the Activity tile (online) or Transactions (mobile app)

I made a payment; why hasn’t my transaction history updated?

You will need to refresh the page or your mobile screen to update account and transaction histories. Additionally, this information will update if you log out then back into online and mobile banking.

Why can’t I find a pending transfer?

Some pending transfers post differently in online and mobile banking based on their type. You might find a missing transfer by looking under the “Member to member” or “Member transfers” sections. If you’re still experiencing difficulties, you can contact the TFCU Member Service Center for assistance.

How do I set up account alerts in online and mobile banking?

To set up alerts in online and mobile banking:

Log in.
Select the account you would like to set up an alert for.
Click Alert preferences in the menu.
Select +Add alert.
Select Below or Above, and then input a dollar amount.
Select if you would like to be notified by Email, Text message, or In-app message.
Select Add Alert to save the alert.

How long does an external account transfer take to process?

Transfers submitted to or from an external account through online and mobile banking can take 1 to 3 business days to process and post.

How can I wire funds to an account?

If the beneficiary account is in your name, you can contact us at 405-732-0324, option 6, to complete a wire transfer by phone. Otherwise, wire transfers can be completed at a TFCU branch.

Why can’t I set a scheduled transfer to expire?

All regularly scheduled loan transfers expire automatically when paid in full. If you need to set a transfer to expire immediately, please contact the TFCU Member Service Center.

Where can I see an itemized copy of a transaction?

We are not given itemized receipts of transactions. We suggest you contact the merchant to receive a copy of the receipt.

Alerts

How do I set up a checking or savings (share) account alert?

To set up an alert, you will select “Accounts,” from the main menu. From there, you can click on any checking or savings account and select “Alert preferences” to add balance or transaction alerts.

Why can’t I set up an alert for my account?

If you’re seeing a message that reads, “Alerts are not available for this account at this time,” it is most likely because online and mobile banking is currently unable to set alert preferences for credit cards, home equity loans or home loans.

eStatements

How do I enroll in eStatements?

To enroll in eStatements, select “eStatements” from the main menu and agree to the disclosures to proceed.

Where can I find my tax forms?

Tax forms will be located in the eStatements section under eTax after January 31. If no tax document form is present for the year in question that will mean the account did not accrue enough to report to the IRS and a form was not generated.

Debit and Credit Cards

How do I schedule an international travel notice for my debit or credit card using Home Branch?

To notify us of your international travel plans, please follow these steps:

Open up Home Branch, either on your computer or within the app, and log in using your Home Branch information.
Click on the navigation menu on the left.
Click “Travel notices.”
A conversation will be initiated where you will put in your travel dates, destination and the last four digits of the card(s) you wish to maintain access to.

How long does it take to order a new credit or debit card?

You can visit a TFCU branch to have a replacement debit or credit card issued instantly. Or you can contact the TFCU Member Service Center to cancel your card and have a new one mailed to you.

How do I dispute a charge on my card?

The first step in disputing a charge will be to contact the merchant, as most often they will be able to credit you back. If they refuse, and the charge was done without authorization, you can call the Member Service Center or visit a TFCU branch to complete the dispute forms. If you did not authorize the transaction, the card information is considered compromised, and we will close the card to prevent fraudulent transactions. You will need to complete paperwork for the fraudulent transactions. You can visit any TFCU branch to complete these forms, or they can be sent to you through Docusign to complete electronically.

I paid my credit card bill early, but the date is still showing the same due date. Did my payment not go through?

Even if you pay your bill on or before the posted payment date, due dates do not update in the system until the next statement cycle begins. Once you’ve made a payment, even though the current due date remains the same, your amount due will change to $0.00. That lets you know your payment was processed.

Can I halt a pending transaction?

Charges completed on a card that a merchant has already obtained the “pre-authorization” cannot be stopped and will post to the account if the merchant utilizes the authorization. If a refund is needed, please contact the merchant directly.

Accounts

How can I add a share or apply for a loan within online and mobile banking?

Navigate to “Accounts” in the main menu. Select “Add loan or account,” then “Apply for a loan or add additional account.” This will load a new page where you can complete an online application or check your application status.

What steps are needed to earn my Click Checking benefits?

The Click Checking requirements are as follows: Pay a minimum of one (1) bill using the Bill Pay service online, have a minimum of ten (10) MoneyPlus (debit card) purchase transactions, sign up for eStatements and eNotices and have a minimum of one (1) direct deposit or automated payment on the account. You can view your Click Checking Summary throughout the month by selecting “Click Checking” from the “Accounts” page, then select “Click checking.”

Why are there two balances on my account in online and mobile banking?

There are two balances to consider when looking at your account funds. One balance will be the “Total” balance, which will display all transactions on the account, including held funds. The second balance will be the “Available” balance, which displays all funds you have available and removes transactions that are pending or on hold. While those transactions have not been posted to the account, the funds have been promised to the merchant and are not available for you to use.

How do I add or remove joint owners from my account?

To add or remove a joint owner, you can visit a full-service TFCU branch and complete paperwork, or you can contact the Member Service Center at (405) 732-0324, option 6, or 1-800-456-4828, option 6, to have paperwork mailed to you. (This will require a notary public.)

Note: Mailed paperwork will not be processed until proper documents are received.

How do I add an account beneficiary?

To add a beneficiary to an account, you can visit any branch location to complete the process in person. Or, you can contact the Member Service Center at (405) 732-0324, option 6, and we can assist you by gathering the necessary information to begin that process.

Loans

Why is my payment amount larger than normal?

When a loan is past due, even by one day, the system will move on to the next “cycle.” As a result, you will see the past due amount combined with the “next due” amount. This doesn’t mean the entire amount is due right now. Once you pay the past due portion of that total amount, it will advance the due date to reflect when the “next due” amount is due. To view your past due amount, select the loan from the “Accounts” page. It is listed under “Account information.” If your due payment still appears to be in error, contact the TFCU Member Service Center for assistance.

How can I pay the fee for a Skip-A-Payment?

Certain loans are eligible for a Skip-A-Payment with a $25 fee. The $25 will need to be available in the account to be utilized. If you’ve linked an external account in online and mobile banking, you can transfer $25 from the external account to your Primary Share Account. Once the funds arrive, you can perform the Skip-A-Payment online. Other options to fund the Skip-A-Payment include visiting a TFCU branch or Co-op Shared Branch, mailing a signed Skip-A-Payment form with the $25 or calling (405) 732-0324, option 6, and funding the Primary Share Account over the phone for an additional $4.95 fee.

How do I make a principal only payment?

There is not a way to specify principal only for standard loan payments. Interest on TFCU loans accrues using a “simple-interest” accrual method, where interest is accrued daily. However, any extra amount paid to the loan is automatically applied to principal, as well as future payments, once interest is satisfied up to that specific day.

Zelle®

I’m already enrolled in Zelle, can I still use Zelle for transfers?

Yes. TFCU members can use Zelle through the Zelle app.

I’m new to Zelle, can I enroll in Zelle using my TFCU account?

Yes. TFCU members can use the Zelle app to connect their TFCU account for transfers.

Will Zelle be integrated into TFCU’s online and mobile banking?

At this time, Zelle will not be integrated into online and mobile banking. TFCU members can use Zelle by connecting their TFCU account through the Zelle app. For tips on how to safely use person-to-person payment apps, read more here.