Account Access FAQs
Q: What is The Partnership FCU’s routing number?
A: The Partnership FCU’s routing number is: 254074536.
Q: What is The Partnership FCU’s mailing address?
A: The Partnership FCU’s mailing address for general correspondence, loan payments, and deposits is:
The Partnership Federal Credit Union
PO Box 18539
Washington, DC 20036-8539
For unresolved member issues, please send mail to our Supervisory Committee at:
PO Box 101146
Arlington, VA 22210
Q: What is the daily ATM withdrawal limit?
A: The daily ATM withdrawal limit for ATMs owned by The Partnership FCU is $1,025.
Please note: The withdrawal limit at any other ATM may be less than our daily limit.
Q: What if my check cleared for the wrong amount?
A: You must notify the Credit Union immediately. The Credit Union will verify the information and in most instances provide immediate credit.
Q: How to request a new PIN (Personal Identification Number) for debit cards?
A: Please contact Member Services by either calling 1-800-285-3286 or sending us a secure form through your Online Banking account. PIN mailers and/or cards typically take 10-14 days to be received.
Q: How to order a card for a joint owner?
A: Please contact Member Services by either calling 1-800-285-3286 or sending us a secure form through your Online Banking account
Q: What time of day do checks clear?
A: Checks can clear to your account at any time during business hours.
Q: What time of day do ACH and Debit Card transactions post?
A: Most ACH transactions post by 6:00 AM EST on business days. Debit Card transactions post throughout the day, every day. We cannot guarantee when vendors will process your Debit Card or ACH transactions.
Q: What if my payroll is being deposited into my share savings account instead of my checking account?
A: Contact a Member Services Representative who can assist you in redirecting your deposit.
A: Yes! The Credit Union allows members to have two checking accounts under one membership number.
Q: I want to switch checking accounts. Will I need new checks or a new VISA Debit Card?
A: No! You can continue to use your existing checks and VISA Debit Cards.
A: If your VISA Debit Card is lost or stolen, report it immediately by calling 1-800-285-3286 and choose Option 4. The card will be cancelled immediately and a new card will be issued.
Q: How do I secure my Debit Card?
A: The Partnership FCU offers Verified By VISA, which puts you in control of your online shopping. It is supported by many merchants and only you can approve purchases using your private password. Register today!
Q: What if I am traveling overseas?
A: If you’re traveling out of the country or away from your general purchasing area, please fill out our secure VISA Out-of-Area form. Simply login to your Online Banking account, choose Secure Forms, and select VISA Out-of-Area Form. You may also reach our Contact Center to ensure your VISA Debit, VISA Credit or ATM Card stays active! Please allow 48 hours for us to process your notification request.
Q: What if I want to keep my ATM card and not use a Debit Card?
You may use your VISA Debit Card as an ATM card. However, if you choose to keep your ATM card, you will be charged the foreign transaction fee of $1 for each ATM transaction that you make outside of shared ATMs. You may obtain free ATM transactions at Credit Union owned machines. For a complete list of surcharge free ATMs, visit our ATM & Branches locator.
A: I am going to change to a Basic Checking account. How may I obtain free ATM transactions?
With the Basic Checking account, you can have unlimited free ATM transactions at The Partnership FCU-owned ATMS and at our shared ATM nationwide network. Find over 30,000 free ATMs here. If you use an ATM outside of our network, you will be charged $1 for each transaction you make with an ATM card or a VISA Debit Card. Additional fees may be imposed by the ATM owner.
You can also ask for cash back at retailers who provide this service.
A: Yes; however, please be sure prior to requesting your Checking Account to be closed that all outstanding checks, any recurring electronic debits and any Debit Card transaction have cleared your account and that you have notified any relative parties. If you would like to continue to have card access to your Savings Account, you will need to request an ATM card. Please submit your request by giving us a call or sending a Secure Email found within Online Banking.
Credit Card FAQs
Q: How do I secure my card?
A: The Partnership FCU offers Verified By VISA, which puts you in control of your online shopping. It is supported by many merchants and only you can approve purchases using your private password. Register today!
Q: What if I am traveling overseas?
A: If you’re traveling out of the country or away from your general purchasing area, please fill out our secure VISA Out-of-Area form. Simply login to your Online Banking account, choose Secure Forms, and select VISA Out-of-Area Form. You may also reach our Contact Center to ensure your VISA Debit, VISA Credit or ATM Card stays active! Please allow 48 hours for us to process your notification request. If you are planning on traveling overseas and your credit card does not currently have an EMV chip, you may contact us to request an EMV chip enabled credit card. For more information on EMV Chips please see the EMV Chip FAQs below.
Q: How do I transfer balances?
A: To request credit card balance transfers to your VISA Credit Card, simply login to your Online Banking account, choose Secure Forms, and select the Balance Transfer Request Form. Or print, complete and fax the Balance Transfer Request form for each creditor to the attention of the Lending Services Department at 202-393-0930.
A: If your VISA Credit Card is lost or stolen, report it immediately by calling 1-800-285-3286 and choose Option 4. The card will be cancelled immediately and a new card will be issued.
EMV Chip FAQs
Q: What is EMV Chip technology?
A: EMV Cards, also called Chip Cards, are the global standard for credit card acceptance. EMV Cards are named after the three original developers: Europay, MasterCard, VISA. EMV Cards provide enhanced security for transactions. With an embedded microchip, they are designed to be more fraud-resistant. The microchip contains dynamic data that cannot be easily copied by fraudsters.
Q: How do I pay with my EMV Card?
A: As US merchants begin adopting EMV terminals, how you pay with your card will be a little different.
- Swipe your card. If a merchant does not have an EMV terminal, your transaction will be processed just like it is today, using the magnetic strip.
- If there is an EMV terminal, you will be prompted to insert your card. The terminal will proceed to authenticate your card and keep it safe until you complete your transaction. When you receive your receipt, remember to remove your card from the terminal and take it with you.
Q: If I receive an EMV Chip card will my credit card number change?
A: Your credit card number stays the same.
Q: How can I receive The Partnership FCU credit card with an EMV Chip?
A: For existing cardholders we will begin issuing EMV chip cards in May 2015. When your existing card expires we will replace it with a new EMV Chip card. If you wish to receive an EMV Chip card sooner, please call us at 800-285-3286.
External Transfers FAQs
Q: What are External Transfers?
A: It is a money movement tool that allows members to transfer funds between their account at The Partnership FCU and their accounts at other financial institutions or brokerage houses.
Q: Who is eligible to use it?
A: It is available to all members in good standing who are enrolled in Online Banking and have a checking account. Members must accept the Terms of Service, have completed registration and have validated an email address.
Q: What accounts can I use?
A: Members may use External Transfers to credit or debit the following accounts:
- Member owned checking accounts at The Partnership FCU
- A maximum of five (5) external checking, savings, and/or investment accounts on which the member is a signatory.
Q: What are the transfer limits?
A: Standard limits for both outbound and inbound transfers is up to $2,000 daily, with a limit of $2,000 per transaction. The monthly limit is $5,000 (rolling 30 days). Transfer limits vary based on account eligibility. You can view your limits when accessing External Transfers.
Q: When are funds available?
A: Funds post concurrently with the credit union’s ACH posting in the morning. Standard transactions are available three business days after the request is submitted.
Q: Are there fees?
A: You can transfer money into your account at The Partnership FCU for free. All standard outbound transfers have a fee of $5.00 and the fee for premium transfers is $7.50. All fees are disclosed prior to the transfer conducted. The fee is added to the amount withdrawn.
Home Equity Loan FAQs
Q: What is an Equity Loan?
A: Equity is the difference between the value of your home and any outstanding mortgages. An equity loan uses your home as collateral.
Q: Who can get an Equity Loan?
A: Equity loans are available to members who have available equity in their primary residence. EZ Equity Loans are available in every state and the District of Columbia. Home Equity Line of Credits (HELOCs) are available in every US State except Texas.
Q: What can an Equity Loan be used for?
A: An equity loan can be used for many purposes. You can use them for:
- Consolidating outstanding debts into a single monthly payment at a low rate and converting non tax-deductible consumer interest to deductible tax interest (Please consult your tax advisor for details).
- Home improvements that may increase the value of your home
- Education expenses
- Purchase large ticket items, such as automobiles or boats
- Generally, the interest is tax deductible. However, we recommend you consult your tax adviser regarding your particular situation.
Q: How are finances calculated?
A: Finance charges are calculated on the simple interest method. You pay interest on the amount of money borrowed. For a Home Equity Line of Credit, the interest rate changes quarterly based upon the Prime Rate as published by the Wall Street Journal plus the applicable margin.
Q: How do I apply for a loan?
A: You may apply in person, by phone or Apply Now.
Q: How does one qualify for a loan?
A: All applicants are reviewed on an individual basis. Loan approval is based on several key factors which include: credit history; ability to repay with current verifiable income; and value of collateral in relation to the amount of the loan.
Q: How can I get a better loan rate?
A: Your rate is determined by your credit score. Your credit score is determined by how well you have handled your credit responsibilities in the past. Auto loan rates may be further discounted by increasing your down payment.
Q: What are your current loan rates and what will be the rates for next month?
A: The loan rates are set monthly by the Board of Directors. Check our current rates.
Q: How long does the loan approval process take?
A: Most loans are processed within 24-48 hours.
Q: I was asked to provide additional documentation during the loan process. How do I do so?
A: During the loan approval process, you may be contacted by phone or email from a team member at The Partnership FCU asking for supporting documents or identification. Please send copies of the requested documentation via fax to the attention of our Lending Department at 844-234-5636.
Q: Can my joint account holder apply for a loan independent of me?
A: Only the primary member can apply for a loan; however, the joint account holder may be a co-applicant. In many instances, the joint account holder may qualify for membership in their own right.
Q: Are there any prepayment penalties?
A: There are no prepayment penalties or hidden charges on any of our loans.
Q: Do late fees apply to my loan? Do I have a grace period before late charges apply?
A: We offer a 15 day grace period before a late fee will be applied. If a payment is not made within this grace period, a $30 late payment fee will be applied.
Q: How is interest calculated?
A: Interest is calculated using the simple interest method. The interest paid is calculated on the unpaid declining balance for the actual number of days the funds are outstanding.
A: You may make additional payments on the loan at any time; however, you are required to make a minimum payment monthly. If you need to plan for payments to be made while on vacation or extended travel, please contact a Member Services Representative to discuss possible arrangements.1
Q: What are my loan payment options?
A: We offer many payment options to make managing your loan account simple and easy.
Whether you are at home, work or on the go, no need to worry about getting your payment to us.
- By having Direct Deposit into your account with us, we can automatically transfer the needed payment from your savings or checking account to your loan.
- Automated payment scheduling through Scheduled Transfers behind our Online Banking.
- Use our External Transfers money management service to move funds from your other financial institution into your account with us. Simply login to Online Banking, choose the Move Money tab, and sign-up. It’s free when you transfer funds into your account with us. Once the funds are in your account, transfer or schedule your loan payment.
Members enjoy great benefits from borrowing with us!
- For auto loan borrowers, there is no payment for the first 90 days!
- For loans that are matured beyond 12 months, use our Skip-A-Loan Payment option. Skip one monthly or two biweekly vehicle or personal loan payments and use the skipped payment monies for whatever you want!
- We offer a 15 day grace period before a late fee is assessed.
A: All credit union lending rates and terms are based upon evaluation of applicant credit. Your actual rate may vary from a rate promoted.
Q: Can I obtain a loan from The Partnership FCU if I don’t live near one of your branches?
A: Yes! Thanks to our online loan application and online loan closing with electronic signatures, you can obtain a loan without ever stepping foot into our office. Apply Now.
Q: What are the advantages of getting Credit Life and Credit Disability Insurance*?
A: These products protect your family should something happen to you. Guard yourself and your family against unexpected expenses if you should become disabled or deceased.
- Protects your credit and assets that secure your loan
- No increase in your monthly payment
- Provides coverage at low group rates
- No physical examination is required
- Immediate coverage
- Easy enrollment form
- Enroll anytime, not just at funding
*The products offered: (1) are not federally insured; (2) are not obligations of the credit union; (3) are not guaranteed by the credit union or any affiliated entity; (4) involve investment risks, including the possible loss of principal; and (5) are being offered by an employee who serves both functions of accepting members’ deposits and the selling of non-deposit investment products.
Mobile Banking FAQs
Q: How secure is Text Message Banking?
A: Our Text Message Banking service is secure. You can activate the service only after logging into our internet banking site. Text messages will never contain confidential information about you or your accounts. Messages will never contain full account numbers.
Q: Will I be charged for Text Message Banking?
A: We won’t charge you, but standard carrier fees for text messaging may apply. Please check with your mobile phone carrier if you aren’t sure what fees apply when you send and receive text messages.
Q: Will Text Message Banking work on my phone?
A: Yes it will, as long as you have text messaging enabled with your mobile carrier and use a carrier that the service supports. Please check with your mobile carrier if you are unsure.
A: Our Text Message Banking service works on all major mobile providers in the U.S., including the ones listed below. However, there are many more carriers that support Text Message Banking.
- U.S. Cellular
- Verizon Wireless
Q: How do I deactivate the Text Message Banking service?
A: You can text back STOP to 454545 on your activated cell phone, or you can return to the mobile banking page and click the Deactivate link next to your mobile device number. Your phone will no longer receive any text messages from Text Message Banking. You can add a new phone at any time if you change your mind later.
Q: Why do I need to verify my phone?
A: Verifying your phone is a one-time step and is one way we ensure the security of mobile text messaging.
Q: Where do I find my activation code?
A: During setup we will send you a text message with your activation code. If you have already submitted your mobile number during setup, check your mobile device now. You should receive a text message with your activation code within a few minutes.
Q: I still have not received my code, what do I do?
A: It might take several minutes to receive your code. If you feel you have waited long enough you can click the Resend it link. Please check your mobile device shortly for a new text message. If you are still experiencing problems be sure you entered in the correct mobile number during setup.
Q: Can I come back later to enter my activation code?
A: Yes you can. If you experience difficulties we recommend that you go through the setup process again and get a new code.
Q: What is a primary text banking account?
A: Your primary account is the default account that we will use when you text BAL to 454545. You should select the one you will likely want to check the most often. You can get all account balances by texting BAL ALL to 454545.
Q: Can I get the balances of my other accounts?
A: Yes – when you text BAL ALL to 454545, we will reply with a message containing the balances of all your checking, savings and any other accounts.
Q: Can I change my primary account selection later?
A: Yes you can. Simply return here to the Mobile Banking & Alerts page and select another account from the primary text banking account drop-down list.
Q: What commands or keywords can be used?
A: Use any of the following commands/keywords:
- BAL = Primary account balance
- BAL ALL = All account balances
- BAL CHK = Checking account balances
- BAL SAV = Saving account balances
- LAST = Last 5 transactions
- TRANS = Transfer funds to primary account
- STOP = Deactivate service
- HELP = Help on keywords
Q: Are keywords case sensitive?
A: No, keywords are not case sensitive. You can type ‘help’ or ‘HELP’.
Q: What is the number I should send keywords to?
A: The short code is 454545. This short code will only work if you have activated the Text Message Banking Service.
Q: How long does it take to get a text message?
A: You’ll receive a text message response within a minute. Exact timing will depend on your mobile service carrier.
Q: Is there any password needed for Text Message Banking?
You don’t need a password to access your account information via text message.
You can go to the Mobile Banking & Alerts page within internet banking and select the Deactivate link that’s next to your mobile phone number. That will terminate the service for the mobile device. You can always return later and Activate a new phone.
A: Yes – you first need to deactivate your cell phone from within the Mobile Banking & Alerts page or by texting STOP to 454545. Then click Activate on the Mobile Banking & Alerts page and set up the new cell phone number.
Q: Is it possible to stop the weekly account balance notifications?
A: Yes – just go to the Mobile Banking & Alerts page and click the weekly account balance notifications check box to deselect it. Then save your changes.
Q: Can I get a text when my primary account balance falls below a certain amount?
A: Yes – first you’ll need to go to the Mobile Banking & Alerts page and make sure the checkbox is selected then enter a dollar amount into the text field (e.g., $500, minimum is $50) and save your changes. Thereafter, you’ll get a low balance alert text whenever your primary account balance falls below that dollar amount.
Q: Can I transfer funds into my primary account using my phone?
A: Yes – if you have selected a ‘transfer source’ account on the Mobile Banking & Alerts page, texting TRANS 400 to 454545 will transfer $400 to your primary account and return a message with updated account balances for both accounts. Please be aware that you can only transfer funds into your primary account.
Q: Can I get a text when a large payment clears my primary account?
A: Yes – first you’ll need to go to the Mobile Banking & Alerts page and make sure the checkbox is selected then enter a dollar amount into the text field (e.g., $200, minimum is $100) and save your changes. Thereafter, you’ll get a high payment alert text whenever a payment from your primary account balance exceeds the specified dollar amount.
Q: Can I get a text when a large deposit clears my primary account?
A: Yes – first you’ll need to go to the Mobile Banking & Alerts page and make sure the checkbox is selected then enter a dollar amount into the text field (e.g., $400, minimum is $100) and save your changes. Thereafter, you’ll get a high deposit alert text whenever a deposit into your primary account balance exceeds the specified dollar amount.
Q: I share a joint account. Can I set up two phones for the same primary account?
A: Yes, after you set up the first number you can select the Activate another phone link on the Mobile Banking & Alerts page then complete the simple two-step process.
Mobile Check Deposit FAQs
A: We are pleased to offer the Mobile Check Deposit service at no charge to our members. Other fees may still apply, such as those for returned items, overdrafts and mobile carrier fees. For more information please review The Partnership FCU’s Schedule of Fees and Mobile Check Deposit Services Agreement.
Q: How do I know if I am eligible to use Mobile Check Deposit?
A: Mobile Check Deposit is available to all Members with accounts in good standing. · The Partnership FCU reserves the right to disallow, suspend or terminate the use of Mobile Check Deposit at any time and without prior notice.
Q: How will I know when the check has posted to my account?
A: After submitting images of the front and back of your check, you will receive an onscreen confirmation that the deposit was sent to The Partnership FCU. Occasionally, check deposits require additional review. When this happens, the deposit can take up to (1) business day to post to your account. You will know your check has successfully posted to your account as the funds will immediately become available to you. If your funds are not immediately available it indicates that your check image requires additional review. Upon completion of the review you will receive an email confirmation informing you that your deposit was accepted, corrected or denied. Checks submitted through Mobile Check Deposit are subject to final review and approval before the funds will be made available. All deposits are subject to The Partnership FCU Funds Availability Policy.
Q: When is the cutoff time for the deposit to be reflected in my account?
A: Most deposits submitted during business days before 3:30 P.M. Eastern Standard Time (EST) will appear in your account on the same day. Business days are Monday through Friday, excluding federal holidays. All deposits are subject to The Partnership FCU Funds Availability Policy.
Q: Why am I not able to see my deposit?
A: Mobile Check Deposits are subject to review and may not post to your account immediately. If you do not see your deposit immediately, you will receive an accepted, corrected or denied email response within (1) business day.
A: You are not limited to the number of deposits you can make using Mobile Check Deposit. However, there are limits on the individual check (or deposit) amount as well as daily (12 AM – 11:59 PM EST) and rolling 30 day limits on the total deposit amount that can be processed per Primary Membership.
Q: What do I endorse on the back of the check?
A: Electronically deposited checks still require proper endorsements on the back of the check. Immediately below your signature include, “For Mobile Deposit,” (to prevent mistakenly re-depositing the checks).
Q: What do I do with the checks once I have deposited them electronically?
A: You should store the check securely for 90 days. During this 90 day period, The Partnership FCU may request the original paper check for review at any time and as necessary for us to facilitate the clearing and collection process, to address third party claims or for our own audit purposes.
After 90 days, the checks should be shredded and properly disposed to prevent identity theft or misuse. You may not present the original check or any image or substitute check created from the original check for payment at any other financial institution or check cashing establishment.
Q: Are electronic versions of checks legal?
A: Yes, Check 21 legislation allows financial institutions to exchange images of checks for collection instead of paper. In fact, the majority of checks in the U.S. are cleared electronically today including those that you deposit via The Partnership Federal Credit Union already.
Q: What type of checks can I deposit with Mobile Check Deposit?
A: Most checks made payable to you and drawn on a banking institution within the United States may be deposited through Mobile Check Deposit.
However, the following examples are types of payments/checks which may not be deposited through Mobile Check Deposit:
- Federal Government Checks
- Money Orders
- Traveler’s Checks
- Savings Bonds
- Foreign Checks (not drawn on a U.S. bank)
Any items that are:
- a third party check (any item that is made payable to another party and then endorsed to you by such party)
- drawn on the account in which you are making the deposit
- “stale dated” (6 months or older) or “postdated” (dated in the future)
- incomplete (i.e. missing the date, missing the payee, etc.)
- contain evidence of alteration to the information on the check
- stamped with a “non-negotiable” watermark
Q: Why am I unable to deposit my check?
A: There are a few common errors that may cause your check to be rejected:
- Folded or torn corners.
- Front image is illegible.
- Amount entered does not match the check value.
- Routing and account numbers are unclear, obscure or otherwise illegible.
- No camera on the mobile device or camera is disabled.
- Check image is too dark or out of focus.
A: To make sure the check image passes our quality check, please do the following:
- Make sure there is good lighting where you take the photo of your check and make sure your camera lens is clean.
- Place the check on a dark surface.
- Make sure the check is clearly visible – no other objects interfere with the image and all four corners of the check are evident.
- Be sure your camera is focused on the check before taking the photo.
- The signature on the check must not extend into the printed MICR line on the bottom of the check.
Q: Where can I find the Mobile Check Deposit End User Agreement?
A: The Partnership FCU Mobile Check Deposit End User Agreement may be found here.
Q: Is Mobile Check Deposit safe and secure?
A: Mobile Check Deposit features multiple layers of security including a requirement to enter your password with every The Partnership FCU Mobile App sign-on.
The Partnership FCU mobile applications feature complete end-to-end security. The applications are fully secure using industry standard technologies (SSL) and security certificates, with 128 bit encrypted communication. No personal or confidential information is stored on the mobile device or in the downloadable application.
Q: Are there any hardware/software requirements to use Mobile Check Deposit?
A: iPhone™ smartphone with Apple iOS 6.0+ with a 2+ Mega Pixel camera and a data plan.
Android™ smartphone with OS 1.5+ with a 2+ Mega Pixel camera and a data plan.
The Partnership FCU Mobile Application version 3.5 or higher available on Apple App Store and the Google Play Store.
Q: Who should I contact with support questions on using this service?
A: You may contact The Partnership FCU Contact Center at 1-800-285-3286, Option 3 for help with The Partnership FCU Mobile Banking Apps and Mobile Check Deposit.
Q: How do I access Mobile Check Deposit?
A: Access to Mobile Check Deposit is available through The Partnership FCU Mobile Banking Apps installed on an iPhone™ and Android™ smartphone.
Q: Do I need to include a deposit slip with my check?
A: Mobile Check Deposit only requires a clear photograph of your properly endorsed check, both front and back. No deposit slips are necessary or allowed.
Q: If I discover I’ve entered an incorrect amount for a deposited check, should I re-deposit the check?
A: Mobile Check Deposit’s Courtesy Amount Recognition software helps to prevent erroneous deposits. The Partnership FCU will review and adjust deposits made through Mobile Check Deposit when necessary.
You will be notified of the correction by email if your deposit required adjustment by The Partnership FCU.
Unless you have received a “Deposit Declined” email response, please do not re-deposit the same check.
Online Banking FAQs
A: At the top right corner of our website, members will find the Online Banking login screen.
1. Click on the New User Link.
2. Enter your member number as the username and 4-digit access code as your password. For security reasons, you will then be prompted to change your online username and password.
3. Once you have created your account, you can establish and manage your Settings for your Online Banking account. From your Settings, you can change your password and username, as well as update your security options.
If you require further assistance, please Contact Us.
A: Call the Contact Center at 1-800-285-3286, Option 3. A knowledgeable Member Services Representative will assist you.
Q: How do I update my username and/or password?
A: To update your Username and password, go to the “My Settings” link within Online Banking and click ”Update” next to your current username under the “Login & Security” section. Provide a new Username and enter your current password. Next, click “Update” next to your password under the “Login & Security” section and fill in the required information.. The requirements for your Username and password are as follows:
- Username criteria:
- Must be between 6 and 20 characters long
- Must contain one letter
- Can contain numbers and/or the following special characters: @$*_-=.!~
- Must NOT contain any spaces (including before, in the middle of, or after the Username)
- Password criteria:
- Must be between 8 and 32 characters
- Must contain a combination of:
- Letters and numbers OR
- Letters and any special characters OR
- Numbers and any special characters
- Must NOT contain any spaces (including before, in the middle of, or after the password)
- Cannot be a substring of your Username
- Other items to note about passwords:
- Passwords are case-sensitive
- Passwords do not expire
Q: What should I do if I forgot my username and/or password?
A: Getting reset is simple. Just follow the below steps.
Forget your password? Click the ‘Forgot Username/Password?’ link on The Partnership FCU website. The ‘Can’t access your account?’ screen will allow you to enter a phone number you’ve previously established on the account. You’ll then be sent a temporary password that can be used for your next login.
Forget your username? Click the ‘Forgot Username/Password?’ link on The Partnership FCU website. Click ‘I forgot my username’ on the ‘Can’t access your account?’ screen. Enter an email address that’s already on file for Online Banking. Check your email for your username.
Q: What will I experience when I log into my online banking account for the first time as a new Member?
A: You will be guided through an easy three-step process:
Step 1: The system will check your current Username and password to see if they meet the new security standards stated above. Since this is your first login, your temporary Username and password will need to be updated and you will be prompted to make the change before proceeding. If you do not know your temporary Username and password, please contact a Member Services Representative for assistance.
Step 2: You will be prompted to enter up to two phone numbers. These numbers will be used to send you a one-time passcode via a voice call or SMS text message (you choose the method). If you do not have a phone, then you can elect to receive your one-time passcode through email. You will be able to click a link to provide an email address during this step. This email address will be saved as your primary email address within your online banking profile.
Step 3: Finally, you will need to respond to a secondary challenge with any of your registered devices from Step 2. You will have the opportunity to go back to Step 2 to provide a new device if you realize you have made an input error. Once you have successfully completed the secondary challenge, you will see a confirmation message and you will have the option to have your computer (or mobile device) remembered so that you can skip this step in the future. Note: If you enabled a phone number for SMS in Step 2, you will not be challenged again given that SMS enrollment requires you successfully complete a challenge there; instead, you will be presented with a success message and can choose for your device to be remembered before entering online banking.
Q: What information will I receive from the automated voice call or SMS text message?
A: Information within an automated voice call: “Hello, this is The Partnership FCU.
Please press pound to receive your 6 digit access code.”
** Press pound **
[1.5 second pause and your unique one-time passcode will be provided]. Press # to repeat.
Information within a SMS text message: The Partnership FCU Access Code. Your access code is xxxxxx. Reply HELP for help.
Q: How will using my phone to get this one-time passcode make my account safer?
A: We have implemented what is known as “multifactor authentication” which makes it more difficult for phishers and attackers to access your accounts without you knowing it. While this might seem unfamiliar, you actually use it every time you visit an ATM. When you access your account from any ATM, you need both your ATM card (something that you have) and PIN (something that you know). We’re implementing the same type of protection by using both your Username and password and your phone to access your account. By doing this, even if a phisher or an attacker manages to steal your password and tries to use it to log in, they would be unsuccessful because they would need your phone as well.
Q: Will I always need to use both my Username and Passcode and my phone from now on?
A: The first time you attempt to log in from a new computer, you will need to use both your password and the access code you receive on your phone in order to log in. If you are accessing from a private computer that you personally use, you can opt for the system to remember your computer for future logins. By doing this, you will not need to repeat the step of obtaining an access code via phone, and you will only need your Username and password to login in the future. For the best security protection, we suggest that you always use both your phone and your password. If you do opt to have your computer remembered, we recommend that you do so only on computers that you personally own and that have the latest updates and virus protection software installed on them.
Q: If I am traveling internationally, can I receive a one-time passcode via SMS text or automated voice call if I access my online banking account from an unrecognized computer?
A: If you have a US-based mobile phone, you can use it to receive a one-time passcode via SMS text or automated voice call as long as your wireless carrier and your current wireless plan are supported within the country you are visiting.
Q: How about if I log in from another computer or mobile device?
A: The first time you log in from another computer or mobile device, you will need to use both your password and a new one-time passcode to log in. However, you can choose to have your new computer/mobile device remembered on the system so you only need your Username and password for future access to your account online.
Q: What browsers do you support?
A: We support Internet Explorer 8, 9, and 10, the latest versions of Firefox and Chrome, and the latest versions of Safari for Mac OS X. As of January 2012, we no longer support Internet Explorer 7.
Q: What are the recommended browser settings for Online Banking?
A: View our Browser Settings guide, which contains steps to update supported browsers to our recommended settings.
Q: How do I import my information to Quicken Financial Software?
A: Online banking is now compatible with the latest version of Quicken! You may import your data in two ways:
- Sign into your account using credit union online banking and select “Export” and follow the directions to export your history in a file format that may then be uploaded into your Quicken software.
- Log into your Quicken software, enter your credit union information and your online banking login information and ask Quicken to import your credit union account history.
Online Banking Multifactor Authentication Login Security FAQs
Q: What is Multifactor Authentication Login Security?
A: Multifactor Authentication Login Security is an online security feature that will provide you additional protection from fraud and identity theft. Multifactor Authentication Login Security helps prevent unauthorized access to your accounts and secure financial information.
Q: Why do I need to use Multifactor Authentication Login Security?
A: Multifactor Authentication Login Security will allow us to recognize you as the true owner of your account by recognizing not only your login information but also your computer. If we don’t recognize your computer, we will request additional information that is known by only you, to ensure authorized access.
Q: How does Multifactor Authentication Login Security work?
A: Multifactor Authentication Login Security allows you to set your preference for communication of one-time security codes when you forget your password, and/or travel and need to use a foreign computer. Additionally, Multifactor Authentication Login Security will provide you the convenience of not needing this Multifactor Authentication security each time you login to your own computer. You will need to add extra security to each computer that you use for online banking. This can be done easily from the Security Options page under the My Settings. Whenever you login from a computer that you have added extra security to, you will automatically have additional protection, and notice no difference in the way you login. However if you login from a different computer than the one you have added, you will be asked for additional information in order to login.
Q: What is the one-time security codes used for?
A: The code is a one-time code used to change your password and/or ensure temporary security of a foreign computer.
Q: What if I forget or lose my code?
A: The codes are unique and expire after 10 minutes. You could request a new code if you forget your code or if it expires.
Q: What is Forgotten Password and how does it work?
A: Forgotten Password is a feature that allows you to reset your Online Banking password in the event it is forgotten. It works by using the phone numbers you setup as part of the Multifactor Authentication Login Security. Using the feature will ask you to enter a temporary password that is sent to your phone. If answered correctly, you will be able to create a new Online Banking password so that you may log into your accounts.
Please note that if you have recently had your Online Banking access reset and/or you have not setup valid phone numbers, Forgotten Password will not allow you to create a new password.
Q: How do you recognize my computer?
A: When you add extra security to your computer, a secure cookie will be placed on your computer. This secure cookie is unique, and when used in combination with your login information, creates a unique way to identify you to the system. For every login attempt after you add extra security to one computer, this secure cookie is validated along with the login identification you normally enter. This secure cookie is only used by The Partnership FCU to validate your identity and does not contain any personal information.
Q: What will adding extra security protection do for me?
A: Adding extra security protection to your computer allows us to recognize your computer along with your normal login information, which helps add additional protection from unauthorized access to your accounts. If someone were to get your login information and try to access your account from their computer, having extra security protection will stop them from gaining access because they will be asked for information that only you know such as the one time security code.
Q: How do I remove extra security protection from this computer?
A: If you want to remove extra security protection from this computer, the secure cookie will be removed from the computer you are currently logged into, and all future logins from this computer will require you to provide the one-time security code. To remove extra security protection from this computer, please contact a Member Services Representative.
Q: How does Multifactor Authentication Login Security protect me?
A: Multifactor Authentication Login Security allows us to know that it’s really you logging into your account. We know it’s you because we recognize your computer AND your login information. If we do not recognize your computer, then you will be asked for additional information that is known by only you such as the one time security codes.
Q: Can I login from multiple computers and browsers?
A: Yes, you can login from as many different computers and browsers as you like. If you login from a computer that you haven’t added extra security to, you will be asked to provide the one-time passcode. If you provide this information correctly, you will have the option to add extra security to that computer, and avoid being asked for this extra information again.
Q: Can I still login to my account from anywhere?
A: Yes, this feature does not prevent you from logging in from any computer. If we do not recognize the computer that you are using then we will simply ask for the one-time passcode.
Q: Why do I keep getting asked for extra information when I login from a computer that I have already added extra security to?
A: This is probably happening because the secure cookie that was placed within your browser is getting deleted. This can happen if you delete cookies from your machine. This is a common method that Spyware blocker software uses to remove potentially risky items from your computer. These solutions typically remove ALL cookies as a precaution, even though very few cookies are actually security risks. In order to use this feature without being asked for additional information at each login, the secure cookie that we use to identify your computer must stay within your browser. We recommend that you do not delete these cookies if you do not want to be asked for additional information at each login.
Q: I share my computer with someone that also uses Online Banking. Can both of us still login from the same computer?
A: Yes. You can use the same computer to login to your individual accounts safely; you will not be able to access each other’s information. This is because your secure cookie is linked to only your login information. There is no limit as to how many secure cookies can be installed on the same computer. Just remember to never share your Member Number, Username or Password with anyone.
Online Bill Pay FAQs
A: You can pay anyone in the United States that you would normally pay by check or automatic debit. Even if you don’t receive bills from the company or person you want to pay, you can still add the information we use to make payments. You can pay large companies and small companies, as well as individuals such as child care providers or family members. When you pay a bill, Bill Pay sends the payment electronically whenever possible. If the company or person cannot receive electronic payments, Bill Pay prints a check and sends it to the address you provide when you add your bill.
A: You cannot use Bill Pay to pay any company or person with an address outside the United States or its territories.
Q: How does Bill Pay work?
A: To pay your bills online, simply add the companies and people you want to pay. We use this information to make the payments for your bills.
Next, add your bills, and then go to ‘My bills & people I pay’ menu. This section lists all of the bills you’ve added in Bill Pay. To pay a bill, you simply enter an amount and the date when you want to send the payment. You can also select this date from the calendar.
TIP: The ‘Deliver by date’, below the send date, is the date on which your payee will receive the payment. You can pay as many bills as you want at the same time from the ‘My bills & people I pay’ menu.
Q: When does a payee receive my payment?
A: For most bills, we can deliver your payment electronically the next business day. If we send the payment by check, it can take four days for your payee to receive it.
Q: When is the money for the payment withdrawn from my payment account?
A: If the payment is sent electronically, the money for the payment is withdrawn from your payment account on the pay date. If the company or person cannot receive electronic payments, Bill Pay prints a check and sends it to the billing address. For some checks, the money for the payment is withdrawn on the pay date. For others, the money is withdrawn when the company or person deposits or cashes the check.
A: Automatic payments provide a means for automatically scheduling payments in Bill Pay based on the options you select. You can set up an automatic payment schedule to pay bills of a set amount at regular intervals. For example, you can schedule a payment at the first of each month to pay your mortgage or rent.
Q: What is an electronic version of a bill?
A: An electronic version of a bill, which is also called an eBill, is a bill that you can view and pay online. It typically contains the same information as a paper bill or statement.
Q: How do eBills work with Bill Pay?
A: We can receive electronic bills from hundreds of companies nationwide. Click ‘Get eBill’ to add a company that can send electronic bills. Enter the information that your biller requires to set up your electronic billing service, and we send your request to the biller. If the company participates in eBills, ‘View Bill’ appears next to the biller name in the ‘My bills & people I pay’ menu.
Some billers let you select options to automatically pay your eBills. You can decide to always pay the amount due or set limits for automatically paying the bill. You can also decide to pay the bill on the due date or schedule the payment for the earliest date available after you receive the bill.
Q: How do I establish Online Bill Pay?
A: Login to Online Banking and select the Bill Pay link on the main menu.
Q: What does Bill Pay look like?
A: The Partnership FCU Bill Pay has been refreshed with a new look and intuitive features. (See the screen example and descriptions below or take a test drive.)
- An at-a-glance status next to each payee makes it easy to see exactly when bills are due when you use advanced features such as reminders, eBills, and recurring payments.
- Have a long list of Payees? Take advantage of the new Hide feature that allows you to “hide” payees from your list, but keep them active.
- Common tasks are easier to access with our new Options window. Complete virtually all of your Bill Pay tasks from one screen.
- Easily compare your current payment amount to past payments. Simply click on the payment amount field to see your recently completed payments. Want to pay the same amount? Click on it and the payment amount field will auto-fill for you.
- Quick links give you fast access to alerts and more.
Q: How do I view checks in Bill Pay?
A: Registered Bill Pay users can view images of cleared checks by following these steps:
- Login to Online Banking and choose the Bill Pay link
- Click the “View Payment History” link
- Click on the “Check” link in the type column for any payment with a status of cleared. For any payment that has not cleared, the word check will not be displayed as a link
- The check image viewer will open in a new window. Pop-ups must be enabled for a check image to be viewed
- Using the check image viewer commands, you can perform the following actions:
- Save a copy of the image
- Print check images
- Rotate image 90 degrees clockwise or counterclockwise
- Zoom in or out
- Invert image
- View both front and back of check image
- Increase/decrease contrast
- Return to original view
Q: Why can’t I do transfers from my Savings?
A: In compliance with federal law, only six withdrawals or transfers from a Regular Savings Account or Money Market Savings Account are permitted during a calendar month.
- Transfers made using Online Banking
- Transfers made using the Mobile App
- Transfers made using Audio Response
- Overdraft transfers that are made to automatically cover insufficient funds in other accounts
- Pre-authorized, automatic, scheduled or recurring transfers
- Transfers made by a Member Services representative on your behalf
In addition, only three transfers can be to a third party.
Transactions that are not affected by this regulation include:
- ATM transactions
- Transfers done in person
- Transfers to loans
- Transfers sent in by mail.
A: For Share Certificates with terms of one (1) year or less there is a penalty of 90 days of dividends. For terms more than one (1) year there is a penalty of 180 days of dividends. The penalty amount may reduce the principal.
Q: What is the penalty for early withdrawal from IRA Share Certificates?
A: Additional restrictions and penalties, including penalties assessed by the IRS, may apply for any withdrawal from an IRA Share Certificate Account. Please refer to your IRA plan documents and consult your tax adviser for details.
A: For funds deposited to your account during the month, dividends begin to accrue on the business day that cash and noncash items are deposited. Funds already on deposit accrue from the beginning of the calendar month.
VIP Program FAQs
Q: Why is The Partnership FCU implementing this program?
A: In addition to providing continued exceptional service, The Partnership FCU wants to maximize value for our members. The more you use us, the more we want to give back to you.
Q: I have been a member for many years. Why am I not a VIP Member?
A: VIP Membership is based on your usage criteria of certain products and services, found here.
Q: How long will this program be in effect?
A: Currently, there is no end to the program.
Q: Where do I find my VIP Status?
A: As a VIP Member, you will find your status on your monthly statements as well as email communications. Please make sure we have your accurate email address on file. If you have not reached a VIP Member status in a given month, you will see promotional messages.
Q: How long will I have to wait to see my benefits?
A: VIP Members enjoy fee refunds and certificate dividend bonuses automatically monthly, as well as immediate access to deposited funds. VIP Members are also eligible for cash rebates on vehicle loan protection products upon purchase. For the First Mortgage Closing Cost Rebate, in the month of the VIP Member designation, should a VIP Member apply for a mortgage loan, the member will receive the eligible rebate amount at the time of loan closing.
Q: Will my VIP Status change throughout the month?
A: No, your status is set at the beginning of the month, and will remain constant for that month. It is based on your activity for the previous month.
Q: Why was I a VIP Member last month, but not this month?
A: Your status changes month to month based on your activity. Remember, the more you use us, the more we give back to you!
Q: If my VIP Status changes, can I use my benefits retroactively?
A: No. Benefits must be used in the month that your status is established.
Q: I am a Premier Elite/Elite Member. Why did I not receive my benefits this month?
A: VIP Member Benefits are extended to members in good standing and who are 18 or older. View Program Rules for complete eligibility.
Q: Can I have my refunds placed in a different account than my Savings?
A: No. Refunds will be placed in the primary share account of the oldest membership. Once deposited, you may transfer those funds to the account or loan of your choosing.
Q: I have more questions about the VIP Program. Who can I contact?
ZipLINE Credit Builder FAQs
Q: How do I increase my credit limit?
A: To increase your credit limit, you must submit an application with a $30 non-refundable application fee. With each application, we will always inform you of the highest tier you qualify for.
Q: Do I have to start at Tier 1 or can I start at Tier 3?
A: You may start at the highest tier you qualify for. We will always inform you of the highest tier you qualify for with each application.
Q: How many ZipLINE products can I have?
A: You may only have one ZipLINE product at a time. If you have an existing Payday Alternative Loan (PAL), you will not be able to open a ZipLINE until the PAL has been paid and closed. This applies regardless of how many memberships you have.
Q: If I have an existing Payday Alternative Loan (PAL), can I qualify for a ZipLINE Credit Builder if I use it to pay off my existing PAL?
A: Yes. If you have an existing PAL you may qualify for a ZipLINE if it is used to immediately payoff the PAL. However, we do encourage you to compare the interest rates of these two products before you decide to proceed with paying off the PAL.
Q: Do I need to complete Balance Financial Fitness or have a savings allotment to open a ZipLINE?
A: No. With the ZipLINE Credit Builder, we no longer require members to complete Balance Financial Fitness or to establish savings allotments.
Q: Is The Partnership FCU required to collect my paystub for the ZipLINE application, even if you can see I have Direct Deposit?
A: Yes. We have to collect your paystub to ensure that the Direct Deposit belongs to you.
Q: Can I obtain a credit limit other than $500, $1000 or $2000?
A: No. Each ZipLINE tier has an established credit limit.
Q: Even though credit history is not required for Tier 1, will you still pull my credit report?
A: Yes. We will pull a credit report for all ZipLINE applications in order to qualify you for the highest tier possible.
Q: If I have a Holiday Loan, can I still qualify for the ZipLINE?
A: Yes, you may have a Holiday Loan and ZipLINE at the same time. However, you may not have a PAL and ZipLINE at the same time, or more than one ZipLINE at the same time.
Q: If my Direct Deposit is being used to pay another loan at The Partnership FCU, can I still qualify for a ZipLINE?
A: The qualifying Direct Deposit amount must be available Direct Deposit not committed to any other scheduled payments or transfers.
Q: How is my payment calculated?
A: The monthly payments for a ZipLINE are either the amount listed in the table for each tier ($25, $50, $100), or the outstanding balance, whichever is less. For example, if you are in Tier 1 and have a $200 balance, your payment will be $25. If you have a $10 balance, your payment will be $10.
Q: I have more questions about a ZipLINE Credit Builder. Who can I contact?
A: Please call us at 1-800-285-3286, send us an email or stop by a branch!
1 The only exceptions to this are the Skip-A-Loan Payment process and deferred loan payment promotions.