Home
eBranchtop
Q.What is eBranch?
A.eBranch is a convenient and secure way to access your account 24 hours a day, 7 days a week, through the Internet. With eBranch you can:
Q.Which accounts can I access with eBranch?
- Get eStatements
- View your account balances
- View your account history on all accounts including credit cards (up to the last 6 months)
- Transfer funds between accounts in real-time
- Make payments by transfer to loan accounts & credit cards
- View paid checks
- Place stop payments... and more
A.You can access all of your accounts and loans, including credit cards.
Q.What do I need in order to begin using eBranch?
A.To access your account through eBranch, you will need the following:
Q.How much does eBranch cost?
- Any type of computer that can access the Internet
- An Internet Service Provider
- A Web browser
- Visit one of our convenient branch locations or call our Member Service Call Center to sign up!
A.eBranch is FREE to our members, use eBranch as often as you like for no cost.
Q.Do I need any special software?
A.No. You just need the software that you would usually use to access the Internet, including a Web browser. There are no special eBranch disks or software required or available.
Q.Can I access eBranch from any location?
A.Yes, as long as you have access to the Internet, you may use eBranch from any location in the world, 24 hours a day.
Q.How secure is eBranch?
A.Very secure. We use state-of-the-art network security to ensure the protection of your account information. Refer to our Security page for detailed information.
Q.If I make a transfer between my accounts, how soon are my funds transferred?
A.eBranch operates in real-time, so transactions are reflected on your account immediately. Due to nightly processing, transactions completed after 9:00pm are processed in real-time but will not show in history until later in the evening.
Q.How will the email address I provide through eBranch be used?
A.We'd like to have your current e-mail address on record as a way of notifying you regarding important account information. From time to time, with your permission, we may also send you notification about special offers or other information. We respect our members' privacy, and will never sell or give your e-mail address to anyone.
Q.Why can't I log in successfully?
A.You may be locked out. As a security feature, if you unsuccessfully attempt to log in to eBranch three times, online access will be denied for your account. This is to prevent someone from trying to guess your password. Please contact the credit union to have your password reset, passwords are case sensative. Our phone numbers are 904.354.8537 or 800.342.8416 (outside Jacksonville).
Q.What if I need to contact someone about eBranch?
A.If you need to talk with a representative regarding eBranch, someone will be available to help you Monday through Thursday, 8:30am to 5:30pm, Fridays 8:30am to 6:00pm, and Saturday 9:00am to 12:00pm. Our phone numbers are 904.354.8537 or 800.342.8416 (outside Jacksonville).
You can e-mail eBranch 24 hours a day. Please allow 24-48 hours for a reply Monday-Friday and 72 hours for weekends and holidays.
Q.Can the joint owner on my account use eBranch?
You can e-mail eBranch 24 hours a day. Please allow 24-48 hours for a reply Monday-Friday and 72 hours for weekends and holidays.
A.Yes, joint owners can access the account in the same way that you do. Please note that there is only one password allowed per account, so if you wish your joint account holders to have eBranch access, you must give them your password.
Q.Can I use eBranch directly from Quicken or Microsoft Money?
A.Not at this time. Currently, you must use your Web browser to access eBranch, you can export your account history as a .QIF (Quicken Interchange Format) file, and import that file into Quicken or Money.
Q.How can I export my account history to Quicken or Money?
A.When you are in the Account History screen, click on the link for Money/Quicken. Choose the range of dates for the transactions you wish to export. eBranch will save the file to your computer in .QIF format. You can then import that file into eBranch.
Q.Can I update my e-mail address in eBranch?
A.Click on the options link within eBranch and follow the link to update your e-mail address.
Online Bill Paytop
Q.How much does Online Bill Pay cost?
A.Online Bill Pay (bill payment) is FREE for unlimited use on personal accounts. Business accounts are billed $7.95 per month for unlimited use of Online Bill Pay.
Q.Why did Online Bill Pay make my payment by check?
A.There are 3 ways that you can make an Online Bill Pay payment; depending on who the payment is being made to, members can not choose the method.
Q.Aren’t bill payments always sent electronic?
- Electronic which is paid on the scheduled date
- By check; the member is debited for the day they scheduled for payment
- By check; which is sent and the account will not debited until the check clears
A.No, not all merchants/payees are able to accept electronic payments.
Q.What is the processing time for bill payments?
A.Typically, the processing time is three days. When you set up your payment Online Bill Pay will advise of the amount of processing time needed.
Info 24top
Q.Is my access code the same as my PIN number?
A.No, it is a number of your choosing, if you contact our call center or visit a branch your PIN number will be set to a specific code, you then call into Info 24 and select a code of your choosing, which will then be your Info 24 PIN number.
Q.Is my pin number the last 4 digits of my social security number?
A.For security purposes our system will not allow it to be the last 4-digits of your social security number since this is information confiscated for identity theft.
ATMtop
Q.Why do you hold my funds when I make a deposit?
A.Holds are placed on deposits to ensure that the funds are paid from the financial institution that the funds are drawn on.
Q.What is the maximum I can withdrawal from the ATM?
A.There is a $500 daily withdrawal limit at the ATM.
Q.What is the maximum I can deposit at the ATM?
A.Deposits can be made at the ATM up to $5,000.
Q.Are deposits made through Shared Branching placed on hold?
A.Holds are placed on all shared banking deposits to ensure that the funds are paid from the financial institution that the funds are drawn on.
Q.Is there a cut-off time for shared branching deposits?
A.No, shared branching deposits are made in real-time just as they are in our offices.
Wire Transferstop
Q.What information do I need to process a Domestic Wire?
A.Bank Name, Bank Address, Bank Routing Number (9 digits), Receiver’s Name, Address and Account Number.
Q.What is the cut-off time to process a wire same day?
A.Domestic 1:30pm
International 11:30am
Q.Is there anything I can do to speed up the Domestic Wire process?
International 11:30am
A.You can visit one of our convenient branch locations and set up a recurring wire.
Q.What do I need to process an International Wire?
A.Bank Name, Bank Address, Swift Number (letters and numbers), Receiver’s Name, Address and Account Number/IBAN Number, Contact number to reach member in case of difficulties.
Q.Can I process a wire by telephone?
A.No, the forms must be completed and signed in one of our convenient branch locations. You can set up a recurring wire transfer by initially completing the paperwork in the branch then future wire transfers can be handled by phone.
Q.How quickly does a wire reach its destination?
A.We have no control over the receiving institution’s processing time for wires. You would need to contact the receiving institution for this information.
ACHtop
Q.How long do I have to stop payment on an incoming ACH item?
A.A stop payment must be placed up to 30 days prior to posting.
Q.How long does a stop payment prevent the ACH item from debiting my account?
A.A stop payment will prevent the item from debiting your account one time. To permanently stop an ACH item from clearing you will need to place a revoke on the transaction.
Q.How long do I have to revoke an ACH item?
A.For most consumer transactions you have 60 calendar days, and corporate transactions only 24 hours. Please visit one of our convenient branch locations or call our Member Service Call Center for assistance.
Q.How do I get the ACH Revoke form?
A.You can visit one of our convenient branch locations or call our Member Service Call Center for assistance.
Q.How long does it take to receive funds back in to my account after the revoke form is submitted?
A.The credit to your account is received within 24 business hours.
Q.How long is a “Revoke” good for?
A.For the life of the account or until you cancel the Revoke.
Q.What is the fee for doing a Stop payment or Revoke?
A.Refer to credit union fee schedule
FAQs
