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Digital Banking Help

ABA Routing Number: 321076496

With Digital Banking, you have secure access to your accounts from your desktop, tablet, or smartphone. View the topics below for help with your Digital Banking account.

My Accounts

Quick Peek

Clicking Quick Peek opens a new window that shows the balance and available balance along with the most recent transactions or payment activity for that account. High transaction volume accounts (like Checking) will show 5 days of account activity. Low volume accounts (like loans) will show 30 days of account activity. You will also find helpful links to Make a Transfer and Go to account history at the bottom of the window.

Just click the X button on the top right or anywhere outside of the window to close it. Clicking the account name or the Go to account history link opens the Account History page for that account.

For all loan accounts, you will see the balance, next payment amount, a "Pay" link (to make the loan payment), interest paid for the current and previous years, recent payments made, and a link to the account history page. Clicking the Pay now link will open the Move money window so you can complete the payment.

For all credit card accounts, you will see the balance, next payment minimum amount due, a "Pay" link (to make the credit card payment), interest paid for the current and previous years, recent purchases made, and a link to the account history page. Clicking the "Pay" link will open the Move money window so you can complete the payment.

Statement History

If you are enrolled in E-statements you can access up to 35 months of E-statements in Digital Banking by going to the "Statements" link in the top navigation.

You can request additional history by contacting us.  Please note there is a $2 fee for each statement copy.

To learn more about enrolling in E-statements, click here

Managing Your Account Information

  • The My Accounts section shows up-to-the-minute balance information on your deposit, loan, and investment accounts, as well as options to make a transfer, make a payment or view your spending trends.
  • The Account History page shows detailed account information, plus account details like your account number and routing number (if available), make a transfer, view checks and deposits, print your transactions and export your transaction data.
  • Transferring Funds - You can transfer funds between your accounts or pay your loan or credit card using the Make a Transfer feature on the Home Page or from the Transfer / Move Money navigation button.

Viewing and Printing Transactions in Account History 

To print transactions click on the Print button  in the upper-right section of the Account history page, when selected, the print button opens a new window with the transactions presented in a printer-friendly format. The transactions that are printed match the same date range of the transactions that are displayed on the page. The standard browser Print window opens over the transaction list and gives you the option to select another printer (if needed). Clicking the Print button sends the transaction list to the printer.

View and Print a Check Image

Click the link provided to view the check image. With the check image open, click the Print icon or link that's above the transaction list. The front and back of the check are displayed and the standard browser Print window opens over the check images. You can select another printer (if needed), then click the Print button to send the check images to the printer.

Sorting Transactions on the Account Summary Page

On the Account Summary page, you can choose to sort transactions by the column headings.

To sort transactions

Click or tap one of the following column headings to change the sort order:
  • Date
  • Description
  • Amount

Tip:  Click the column heading again to change the sort order between ascending and descending. 

Account Services

Account History Page Overview

We hope that you will take a few moments to try all the buttons and links to see what the Account History page can do. It still has the transactions for all of your accounts, credit cards and loans. In the upper left of the page you will see the account name with the last four digits of the account identifier. Next to the account name and number there's a Change Account link that lets you quickly switch from your primary account to another account.

Below the account name you'll find the current date range for the transaction list (for example, April 2 - April 11, 2021) and you can use the left and right buttons next to the date range to go forward or backwards in time to explore adjacent transactions. You can also switch to another time period using the date range dropdown.

To the right of the date range you will see the Make a transfer icon and link that opens the Move Money window where you can make a one-time transfer between your accounts or transfer funds to a customer/member you have previously set up with us. You can also use Move Money to pay your credit card bill or make a loan payment.

To the right of Make a transfer you will find the Export icon and link. When selected, it opens an Export window that enables you to export your transactions. To the right of the Export link you will find the Print icon and link that open a new window with the transactions presented in a print-friendly format. At the upper right of the page you will find balance information displayed for that account (e.g., Balance and Available Balance).

Just below the Transfer, Export and Print links are fields that help you search for specific transaction types (check, deposit, etc.), payees, check numbers or amounts. You can select the transaction type in the Narrow type dropdown field (Any, the default = all transaction types available). Then use the containing field to enter exactly what you are looking for: a payee (like Target or Safeway), a check number or specific dollar amount. The system will refresh the page with anything that matches your search criteria within the selected date range. If no results are returned, you will have the option to widen the search range of dates. See "Find Transactions" and "Filtering Transactions" below for additional information.

On the History page you can:

  • View transactions for all of your available accounts
  • Change the date range to view additional transactions
  • Change the default date range that is used
  • Change the transaction sort order and make it the default
  • Search for transactions, payees or amounts within a selected date range
  • Print out transactions for a selected date range
  • Export transactions for a selected date range
  • Make a one-time transfer between your available accounts
  • Make a credit card or loan payment using Move Money
  • Find and use Rewards program offers

Stop ACH Electronic Payment Request

This is for stopping recurring scheduled payments -- not for new/first-time payments that have yet to debit to your account.

To stop an electronic payment:

  • In the Navigation menu, click Account Services > Stop Electronic Payment.
  • Then select the account on which you would like to stop the payment from the dropdown menu.
  • Choose whether it is a one-time stop or a permanent stop for recurring payments
  • Then fill out the name of the company, the date of the electronic payment and the amount you wish to stop the payment for, and click submit.

The stop payment request must be received by the Credit Union at least three business days prior to the scheduled debit transaction date. Please note that you cannot stop an electronic payment that was used at the point of sale, such as from a retail establishment. This means that if you purchased something with a debit card, you cannot stop payment on the transfer.

Stop Check Payment

You can request a stop payment on one or more checks. A stop payment request does not guarantee that the check or checks will be stopped. The item may have already been processed and posted to your account. To create a stop a check payment:

  • In the Navigation menu, click Account Services > Stop Check Payment
  • The Stop Check Payment form appears
  • Complete the fields to make a stop payment request based on known payment information
  • and click Send Request
Please Note: Terms, conditions and fees may apply, see your Account Agreement for details.

Agreements and Disclosures

Online Banking Agreement

Click here to access the agreement.

Bill Pay Agreement

Click here to access the agreement.

Bill Pay

Eligibility and Enrollment

To be eligible for Bill Pay, you must have a Checking account with The Police Credit Union (bill payments can only be deducted from Checking).

To sign up:

  1. Log in to Digital Banking and click on "Bill Pay" in the navigation bar.
  2. You will be asked to enter your address and review our Bill Payment agreement.
  3. Complete the form and check the box next to "I have read and accepted the Bill Pay Terms and Conditions."
  4. Click or tap on the "Complete Sign Up" button.
  5. Select a challenge phrase and response, then click or tap on the "Accept & Submit" button.

Bill Pay Support

In addition to these FAQs, you may also access more in-depth support by logging in to Digital Banking, navigating to Bill Pay, and clicking on the Help tab.

For Bill Pay phone assistance, please call 855.216.1760. The Bill Pay support line is available from 4:30 AM - 11:00 PM PST.

Supported Operating Systems, Browsers, and Cookie Settings

The following operating systems are supported for Bill Pay use:

  • Windows
  • Mac OS
  • iOS – iPhone and iPad
  • Android

Browser requirements:

  • Google Chrome should automatically update, and major updates are released approximately every 12 weeks. If Chrome is two versions older than the current stable channel version, Bill Pay may not be accessible.

  • Mozilla Firefox should automatically update, and major updates are released approximately every 12 weeks. If Firefox is two versions older than the current stable channel version, Bill Pay may not be accessible.

  • Microsoft Edge will be supported at the latest version only. Bill Pay may not be accessible on older Microsoft Edge versions, 60 days after a new version is released.

  • Apple Safari currently only sees major upgrades during the Fall. Bill Pay may not be accessible on older Safari versions, 60 days after a new version is released.

  • Microsoft Internet Explorer no longer receives feature updates and does not support modern web application security; therefore, it is not supported for Bill Pay Use.


Instructions on how to enable cookies:

Enabling third party cookies for Microsoft Edge

  • Click Settings and more on the top right corner of the browser and select Settings.
  • Select Privacy and services
  • Under Tracking prevention toggle the service to Off
  • Select Site permissions
  • Click Cookies and site data
  • Ensure Allow sites to save and read cookie data is toggled On and Block third-party cookies is toggled Off .
  • Close Microsoft Edge, restart browser and try again.

After your bill pay session, you may elect to change these settings back. However, these settings will need to be adjusted each time you wish to use our bill payment service.

 

Enabling third party cookies for Firefox

  • Click Open menu button on the top right corner of the browser and select Options.
  • Select Privacy Protections
  • Select the gear icon labeled “Protection Level is set to…”
  • Select the Custom radio button
  • Uncheck all boxes
  • Close Firefox, restart browser and try again

After your bill pay session, you may elect to change these settings back. However, these settings will need to be adjusted each time you wish to use our bill payment service.

Enabling third party cookies for Safari (Mac only)

  • Click Safari menu on the top left corner of the browser and select Preferences.
  • Click Privacy button.
  • Uncheck the following boxes:
    • Prevent cross-site tracking
    • Block all cookies
  • Click the Close button to save your changes.
  • Return to the Safari menu and select Clear History.
  • Click the Clear History button.
  • Select Quit Safari option from the Safari menu, restart Safari and try again.

After your bill pay session, you may elect to change these settings back. However, these settings will need to be adjusted each time you wish to use our bill payment service.

Enabling third party cookies for Google Chrome

  • Click Customize and control Google Chrome on the top right corner of the browser and select Settings.
  • Select Privacy and security
  • Click Site Settings
  • Under Permissions click Cookies and site data.
  • Ensure Allow sites to save and read cookie data is toggled On and Block third-party cookies is toggled Off
  • Close Google Chrome, restart browser and try again.

After your bill pay session, you may elect to change these settings back. However, these settings will need to be adjusted each time you wish to use our bill payment service.

 


Adding and Editing Payees

What is a payee?
A payee is the issuer of a bill that is due to be paid by you.

How do I add a payee?
Clicking the +Payee button at the top of the payments page will walk you through a one time, step-by-step setup process to gather key information used to send your payments.

How do I hide a payee?
Below the payee name, click the "Hide payee" button. A pop-up confirmation will appear. Click OK. Hiding a payee will not affect scheduled transactions or notifications.

How do I show a payee again after I've hidden it?
From Payments, click the Display menu, then click Hidden. Below the payee name, click the Unhide payee button. A pop-up confirmation will appear. Click OK.

What are payee categories?
Categories allow you to group your payees for customized listings, whether you’re scheduling payments, viewing pending transactions or researching your transaction history. You can manage your categories under my account and assign a payee to a category when adding or editing them.

Can a payee see my payment comment?
No. Comments are for your personal use only and will not be sent with your payment.

Seeing All Accounts in Bill Pay

If you are an existing Bill Pay user, you should see all your previously set up accounts with your profile in our new Digital Banking. For example, you have three checking accounts but only one of those was setup within Bill Pay before, you will only see that single checking account and will need to add the others to your Bill Pay profile.

Please note that the first time you log in you will be asked to complete your address information, security questions and agree to the Terms and Conditions again, this is required for all Bill pay users (new and existing).

In our new Digital Banking platform, you will notice the experience is slightly different. After you log in to Digital Banking and select Bill Pay, you will be taken directly to the Bill Pay site – we no longer have the interim page that was on our previous platform.

If you are a new Bill Pay user, when you log in you will only see a single account and from there will be able to set up additional accounts as needed.

Adding Additional Accounts in Bill Pay

Once you are logged into Digital Banking, select ‘Bill Pay’ then ‘My Account’ and follow the easy steps below:

Step 1: Click on ‘Add account’

Step1

Step 2: Complete Required Information.

Step 3: Click ‘Next’

Step3

Step 4: Review Information

Step 5: Click ‘Submit’

Step5

Step 6: Account is successfully added

Step6

Payments

How do I set-up a person-to-person payment?
When adding a payee, choose the “Pay an individual” option. Whether you have their deposit account information or not, there are options readily available to send your payment.

Can I make payments on a holiday or weekend?
No. Holidays and weekends are designated as ineligible for payment processing and will affect the dates available to select when scheduling your payments.

How do check memos work?
Memos are available for use when there is additional information about the payment you need to disclose. (example: adding “apply extra payment to principal” on a mortgage payment)

How do I set up recurring payments?
To set up a recurring payment, click the “make it recurring” link located in the “Action” column of your payee on the payment page. Enter the amount; select the pay from account and the frequency you want your payments to be automatically scheduled.

Can I see payments that will process more than 45 days from now?
Yes. You can view all your scheduled payments by clicking the “View more” link located in the “Pending” section of your payment page or the “View pending transactions” link available below the schedule payment section of your payment page.

Is there a cutoff date for editing or stopping a payment?
Yes. You may edit or stop a payment prior to 4:00 PM EST on the date the payment is scheduled to process.

What is my transaction history?
Your transaction history helps you keep track of your payments with customized reports and providing a detailed timeline of each transaction that you have scheduled within bill pay.

How long are records stored in my transaction history?
Your transaction history will allow you to report transactions up to 18 months from the current date.

Why is there a limit on the number of payees I can pay at one time?
A payee limit is set to ensure your payments are processed as efficiently as possible.

How are my payments processed?
Payments may process electronically or by check. Electronic payments will either process through ACH or by a virtual card. The goal is to deliver your payment securely, using the fastest method available for your payee.

Why does my payment look like it came from somewhere else?
Your payees establish relationships to receive electronic payments through different payment processors. These processors partner with one another so more payments can be sent electronically. This means your payment gets there faster.

Will my payment always process the same way?
Not necessarily. If your payee establishes new electronic payment relationships or discontinues them, your payment processing method may be impacted. A check payment may start processing electronically, or vice versa depending on the payee.

Viewing Bill Payment History to a Payee

1. Log in to Digital Banking
2. Navigate to Bill Pay
3. Click on a payee's name.
4. On the Payee Details page, click on the "View History" button to see your payment history.

Searching for a Bill Payment

  1. Log into Digital Banking and click on Bill Pay.
  2. Click on the Payees tab.
  3. In the "Search Payees" field, enter the name of the payee you are looking for.
  4. In the payment list, click or tap a bill payment for more information.

Cancelling a Bill Payment

  1. The Search Payees area lists all of the pending and processed bill payments. Click or tap 'Pending' to view the pending bill payments.
  2. In the list of pending bill payments, click or tap the pending bill payment that you want to cancel. A message appears with the status of the bill payment.
  3. Click or tap 'Cancel Payment'  When the payment has been canceled successfully, a message appear  
  4. Click or tap 'Close'

Hiding a Payee

If you don't want to delete a payee, but wish to hide their name from your payments list, do the following, locate the payee you want to hide, and click the minus sign icon to the left of their name to hide them from your list.

Show a Payee after Hiding Them from View

  • In the Navigation menu, click on 'Bill Pay'
  • The Bill Pay page appears
  • Click the 'Hidden' link on the Payments page (above the list of your payees) to access your Hidden payee
  • Clicking the icon to the left of the payee name will remove the payee from Hidden view and return it to the applicable display within the payments page

Please note, any scheduled transactions and notifications for this payee will not be affected by showing or hiding the payee.

Stop Payment

You can request a stop payment by calling Bill Pay Support at 855.216.1760. Bill Pay Support is available between the hours of 4:30 AM - 11:00 PM PST.

Please Note: There is a $28.00 stop payment fee.

Payment Comments

Payment comments are for your personal use only and will not be sent with your payment.

Setting up Pay a Person payments

"Pay a Person" payments are conducted via the Bill Pay section of Digital Banking.
  1. Navigate to the Bill Pay section of Digital Banking.
  2. Click on 'Pay a person.'
  3. Choose how you would like to send the payment.
  4. Carefully enter the recipient's name, email address, and phone number. Choose which account you will be paying from. (Optional: You can create a category to help manage your payees.)
  5. Create a keyword for your payee.
  6. For security reasons, a one-time activation code is required before being able to schedule payments to a new payee.
Tip: If you opt to receive your secure access code by phone, you'll receive an automated call. You need to trigger the message to play by saying "hello." For your security, the message will not play unless the system hears a voice.
  1. Enter your activation code and begin scheduling payments!
Your payee will receive an email informing them that you would like to make a payment to them. For more questions regarding payments, refer to the Transfers section of these FAQs.

Credit and Debit Card Travel Notification Form

Credit and Debit Card Travel Notification Form

Online Travel Notification Forms are available within Digital Banking to notify us of when you will travelling away from your home area.  Alerting us of your travels will reduce the likelihood that your The Police Credit Union Visa and Debit Cards will be blocked due to card activity outside your home area. 

Debit Card Travel Notification (coming soon):
In the Navigation menu, click Account Services > Travel Notification
- The Travel Notification Form appears
- Provide your travel dates, the card(s) used for purchases, travel destinations, contact information while travelling and click submit

Please Note: This form is valid within 2 business days of submission. If your departure day is today, please call us at 800.222.1391.

Visa Credit Card Travel Notification:
  • Log into Digital Banking.
  • On the " My Accounts" page.
  • Click on your Visa account. You'll be taken to the card management page.
  • At the top right of the screen, click on Communications, then select Travel Notes from the dropdown menu.
  • Select your credit card and click Next.
  • Enter the last 4 digits of the primary cardholder's Social Security number.
  • Enter the zip code associated with the card.
  • Provide information about your travel plans, including departure/return dates and destination.
  • Click Submit to finish loading your Travel Note.

View Your FICO® Score

How do I see my FICO® Score in Digital Banking?

You'll need to opt in before you can see your score:

  1. Click on Account Services in the navigation menu.
  2. Click on See My FICO® Score.
  3. Follow the link on screen to opt in and view your FICO® Score.
  4. Review the agreement, then check the box and press the Opt In button.
  5. You may opt out at any time.

I no longer want to see my FICO® Score. How do I opt out?

If you no longer wish to view your FICO® Score in Digital Banking:

  • Log in to Digital Banking.
  • Click on Account Services in the navigation menu.
  • Click on See My FICO® Score.
  • Scroll to the bottom of the FICO® Score page.
  • Click on the opt out link (the last sentence on the page).
  • Review the agreement, check the box, and press the Opt Out button.
  • You may opt in at any time. 

What are FICO® Scores?

If you no longer wish to view your FICO® Score in Digital Banking:

  • Log in to Digital Banking.
  • Click on Account Services in the navigation menu.
  • Click on See My FICO® Score.
  • Scroll to the bottom of the FICO® Score page.
  • Click on the opt out link (the last sentence on the page).
  • Review the agreement, check the box, and press the Opt Out button.
  • You may opt in at any time. 

How are FICO® Scores calculated?

FICO® Scores are calculated from many different pieces of credit data in your credit report. This data is grouped into five categories as outlined below. The percentages in the chart reflect how important each of the categories is in determining how FICO® Scores are calculated.

How are FICO Scores calculated

How often will my score be updated?

Once you opt in to receive your score, you will receive your FICO® Score 8 based on Experian data updated on a quarterly basis, when available.

Will viewing my FICO® Score impact my credit?

No.  The FICO® Score we provide to you will not impact your credit.

Why is my score not available?

There are a couple of reasons your score may not be available:
  • You are a new account holder and your FICO® Score is not yet available
  • Your credit history is too new
Please contact us at 800.222.1391 if you have any questions.

Where does the information used to calculate my score come from?

FICO® Scores are based on the credit information in a credit file with a particular consumer reporting agency (CRA) at the time the score is calculated. The information in your credit files is supplied by lenders, collection agencies and court records. Not all lenders report to all three major CRAs. The FICO® Score that we provide to you is based on data from your Experian report as of the ‘pulled on date’ shown with your score.

What are Key Score Factors?

When a lender receives a FICO® Score, "key score factors" are also delivered, which explain the top factors from the information in the credit report that affected the score. The order in which FICO® Score factors are listed is important. The first indicates the area that most affected that particular FICO® Score and the second is the next significant area. Knowing these score factors can help you better understand your financial health over time. However, if you already have a high FICO® Score (usually in the mid-700s or higher), score factors are informative but, not as significant since they represent very marginal areas where your score was affected.

Why is my score different than other scores I've seen?

There are many different credit scores available to consumers and lenders. FICO® Scores are the credit scores used by most lenders, and different lenders may use different versions of FICO® Scores. In addition, FICO® Scores are based on credit file data from a particular consumer reporting agency, so differences in your credit files may create differences in your FICO® Scores. The FICO® Score 8 based on Experian data that is being made available to you through this program is the specific score that we use to manage your account. When reviewing a score, take note of the score date, consumer reporting agency credit file source, score type, and range for that particular score.

Why do FICO® Scores fluctuate/change?

There are many reasons why a score may change. FICO® Scores are calculated each time they are requested, taking into consideration the information that is in your credit file from a particular consumer reporting agency (CRA) at that time. So, as the information in your credit file at that CRA changes, FICO®Scores can also change. Review your key score factors, which explain what factors from your credit report most affected a score. Comparing key score factors from the two different time periods can help identify causes for a change in a FICO® Score. Keep in mind that certain events such as late payments or bankruptcy can lower FICO® Scores quickly.

How do I check my credit report?

Because your FICO® Score is based on the information in your credit report, it is important to make sure that the credit report information is accurate. You may get a free copy of your credit report annually. To request a copy of your credit report, please visit: http://www.annualcreditreport.com. Please note that your free credit report will not include your FICO® Score.

Dispute an ACH Electronic Payment Form

Dispute an ACH Electronic Payment Form

The Unauthorized Debit (ACH) Form may be used to return unauthorized or fraudulent electronic transactions. Note: The transaction posting date cannot be older than 60 days.

Please fill out all of the information thoroughly and return to the Credit Union as quickly as possible.

Unauthorized Debit (ACH) Form

Dispute Debit Card Transactions

Dispute Debit Card Transactions


Please fill out the appropriate form with all information filled thoroughly and then fax to 415.682.7280 or email to members_info@thepolicecu.org.

E-Statements

Overview

An E-statement is simply an electronic version of the printed account statement you've been used to receiving. Each statement cycle you will receive an email notification when your statement is ready to be viewed. E-statements are FREE and come with these benefits:

  • Fast – get them before mailed statements
  • Easy – receive an email notification when ready
  • Safe – view it in a secure environment
  • Eco-friendly – reduces paper waste

 

Enrollment

Signing up for E-statements is easy. Simply log on to Online Banking and click on the “Statements” link. and follow the instructions to enroll. 

Please note:
  • You can only receive one format of your monthly statements, printed OR E-statements.
  • E-statements will be available for viewing for 12 months.

  • You will receive an email notification when your E-statement is available for viewing.  Then simply log into Online Banking, click on the "Statements" link, and select which month you wish to view. The current issue of the monthly APB newsletter, flyers, and any required notifications will also be available for viewing
  • E-statements will not be sent directly to your email address as this is not a safe and secure method to access your E-statements. E-statements are viewed within Online Banking and carry the same level of security.

Opting Out

If you wish to opt out of receiving E-statements, log on to your Online Banking account. Navigate to 'Statements', and then click on the 'Profile' link. Select the Delivery Preference ‘Change’ button and change your delivery preference.

Printing and Saving E-statements

To print your E-statement, click on the printer icon in Adobe Acrobat Reader and choose either a specific page or the whole document.

To save your E-statement, click on the icon shaped like a disc in Adobe Acrobat Reader and choose what folder you would like to save it to on your computer.

E-statements will be available online for 12 months.  If you wish to have a paper copy of a past statement printed, there will be a $2.00 fee.

Updating Your Email Address

For E-statements only - you can update your email address through Online Banking. Navigate to Statements, then click on the Profile tab. Click on the ‘Update’ button next to Email Address.

If your E-statement email notification is returned to us, either due to an incorrect email address or insufficient space in your inbox, you will be discontinued from E-statements and your statements will then be delivered to you in paper form through U.S. mail. Once you update your email address in our records, you may re-enroll in E-statement services at any time.

Settings

My Settings

Just like the name suggests, My Settings contains account identification information like your username, email address and security phone numbers. You also have the ability to update the fields within this section. My Settings includes:

  • Personal information - This is where we display the name registered to the account as well as your masked user id. If applicable, contact information will also display.
  • Login & Security - This is your Digital Banking username, password and delivery methods for receiving your verification codes
  • Other settings - Features like Rename & Hide accounts, Alerts & Notifications and Text message banking.
.

Personal information

Your name and your masked user id appear here. If applicable, contact information such as your email address will also display.

Your contact information is where we will communicate your account-related information to you

Primary Email

This feature allows you to add or change the email address used by Digital Banking. You may be required to confirm the new email address entered. Please note that a number of Digital Banking Services, such as updating your password and login security information, rely on your email address as a method of confirming account changes and requests.

To change your email address:

  1. Click on the Edit link for Primary email.
  2. Enter your new email address.
  3. Click Save to update your email address record. A confirmation message is displayed.

Username

You can change your username in the My Settings. Click the Edit link for Username and enter a new username that matches the username guidelines described below, then enter your current password and click Save to change your Digital Banking username.

  • Must be at least six characters long and no longer than 20 characters
  • Cannot be all numbers (can be all letters or characters)
  • Can contain letters, numbers and the following characters: @$*_-=.!~
  • Cannot contain any whitespace (spaces are not allowed: including before, in the middle of, or after the username)

Upon successful entry, an email will be sent to the email address that is on file within Digital Banking. This change will take place immediately and be recognized across the Digital Banking system.

Password

Changing your password couldn't be easier. Just click the My Settings tab at the top right of the page and then click Edit for Password. Enter your current password, then the new password and confirm the new password in the fields provided. When everything looks good to you, click the Save to change your password.

Like all passwords, it is important to keep your Digital Banking password confidential. If you forget your password, you can use the Forgotten Password feature by clicking on the link where you log into Digital Banking. Or, you can contact us to receive a new one.

Also, for increased security, periodic password changes may be imposed by us. If you are required to change your password you will be prompted to do so when you log in to your Digital Banking session. When this occurs, you will receive a warning message when logging in that your password will soon expire.

Login Security

What is Login Security?

Login Security is an online security feature that provides an additional layer of protection from fraud and identity theft by preventing unauthorized access to your secure financial information. Login Security uses technology to verify your identity.

Why do I need to use Login Security?

Login Security allows 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, you will be requested to receive a new verification code sent to your phone either via text or voice call in order to authenticate yourself into the Digital Banking experience.

Do I have to receive a verification code every time I log in?

In order to bypass the verification code on subsequent logins, you can select to remember your device upon logging in so that we recognize your device the next time you log in and not require you to complete this step again.

Can I login from multiple computers and browsers?

Yes you can, we support most of the commonly used browsers. If you log in from a public computer, you will have to use a verification code to gain access.

Can I still login to my account from anywhere?

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 additional information that only you know (a verification code) before allowing you access to Online Banking.

Click on My Settings find the Edit link for Security options and update the contact methods that you would like to use.

You can add a new phone number by typing in a new value in the field or clicking on Add another number. You can delete an existing number by clicking the Remove (X) icon (if there is more than one phone added). To update an existing number, you can remove it and add the correct value by putting that in the field.

Once a phone has been added and saved, it can be enabled for Text Message by clicking Enable for text on the My Settings Overview Page. When you click that link, you'll receive a text message on your phone with the verification code. You can type in that verification code in the field and click confirm. Your phone is now enrolled for receiving verification codes through text message. If you no longer wish to receive text messages on a phone, remove the phone (if you have more than one phones added) using the Remove (X) icon and add the number back by typing it in the field.

Registering a Personal Device

When logging in to Digital Banking for the first time on a new device, you will be prompted to enter a verification code. The verification code process is an extra layer of security to confirm your identity. The code will be sent via text, phone call, or email.

Personal Devices: If you are using a secure, personal device, you have the option of registering the device, allowing you to skip over the verification code the next time you log in.

NOTE: If you clear your browser cache or cookies, you will have to repeat the verification code process until you register your device again.

Public/Shared Devices: For your security, public or shared devices should not be registered.

register

How does Digital Banking use cookies?

Cookies are small text files on your system, used to keep track of settings or data for a particular site. Web sites can use cookies to identify a returning user or to pass information between web pages in a single visit.

There are two types of cookies: temporary and permanent. Temporary cookies are used and tracked by the browser to pass information and are deleted once the browser is shut down. Permanent cookies are stored on your system and can be accessed again for multiple visits. Permanent cookies usually have an expiration date and will be automatically deleted from your system at that time. Digital Banking uses temporary cookies and may use permanent cookies, but never passes private information through cookies.

Note: If you have previously registered your personal device, clearing your browser cookies will require you to go through the verification code process the next time you log in to Digital Banking.

Mobile Banking

Touch ID for Mobile Banking

To enable Touch ID:

  1. Log in to our mobile app
  2. Tap on the "More" icon in the lower right corner
  3. Tap the gear icon in the upper right
  4. Tap on Touch ID
  5. Use the slider to turn on Touch ID
Touch ID allows you to use your fingerprint to log in securely instead of entering your username and password. Your username and password will not be stored on your device.

By enabling Touch ID, every person with an enrolled fingerprint on your device will have access to your account. For your security, review the fingerprints to make sure that each person is authorized to access the personal and financial information available in this app. Touch ID will be disabled if this device's enrolled fingerprints change when using iOS 9 or higher.

Fingerprints are only stored on your device. Your financial institution does not see or store your fingerprint information.

Eligibility

If you are a member of The Police Credit Union and have enrolled in Digital Banking, you are eligible to use our mobile app.

Installing the Mobile App

  1. Do one of the following:
    • On an iOS device, open the Apple App Store.
    • On an Android device, open the Google Play Store.
  2. Search for "The Police Credit Union of CA" and tap to install the most recent version of our app. The icon should be a yellow star on a dark blue background:

    New App Icon

Mobile App Requirements

In order to run the new digital banking app, there are minimum operating system requirements for both iPhones and Android devices. Please see below for the minimum supported operating systems:

  • Android 8.0 or higher
  • iOS 13.0 or higher

If you are unable to use our new digital banking app because your current device is not supported, you can still conduct your Digital Banking on your mobile device by logging in through our website at www.thepolicecu.org. We have optimized the user experience to minimize any additional resizing or scrolling needed.

Security

Logging off the mobile banking app is an important part of keeping your financial information secure. You can log off voluntarily when you finish using the mobile banking app by tapping on the door/arrow icon in the upper right corner.

For your security, the mobile banking app will also log you out of your account automatically after a certain amount of time elapses with no activity.

Getting started with Mobile Check Deposit

First, make sure you’re enrolled in Digital Banking. Then:

  • Visit the iTunes App Store or Google Play and download "The Police Credit Union of CA" mobile app
  • Open the app and tap on Check Deposit at the bottom of the screen to get started 

Depositing a Check

  1. In the mobile banking app, tap the Check Deposit icon at the bottom of the screen.
  2. Select the account where you would like to deposit your check.
  3. Enter the amount of the check you're going to deposit.
  4. Make sure your check is endorsed with your signature and "For Mobile Deposit Only."
  5. Tap the camera icon to take a photo of the front and back of your check.
  6. Tap Deposit.

Mobile Check Deposit Timing

With the recent Banking system conversion the Credit Union had to make an adjustment to when you receive your Mobile Deposits. All mobile deposited checks that have been verified by the CU will be deposited to your account no more than two hours after submission Monday through Friday from 8am to 5pm. Checks deposited after 5:30pm PST will be reviewed and deposited the next business day. Availability of deposited funds are based on the credit union’s check hold policies.

After depositing a check through our mobile app and receiving a confirmation message, navigate to Check Deposit and tap on the History tab to view the status of your deposit (Pending, Accepted, etc.)

Confirmation of Received Mobile Deposit

After a successful Mobile Check Deposit, you'll receive an on screen confirmation message. Please retain a copy of your check for 60 days after deposit.

Unacceptable Mobile Deposits

The following types of deposits are not allowed:

1. Checks drawn on your Credit Union account or any other account you are an owner on.
2. Foreign checks or money orders
3. Third party checks or double-endorsed checks
4. Checks that are altered in any way
5. Incomplete checks
6. Savings bonds
7. Non-negotiable items

Mobile Deposit Device Requirements

Mobile Deposit is available for camera-equipped devices that meet the following requirements:

  • Android 8.0 or higher
  • iOS 13.0 or higher
  • Mobile Deposit Fees

    The Police Credit Union offers Mobile Deposit free to our members. Fees from your mobile or data carrier may apply.

    Mobile Deposit Limits

    You are not limited to the number of deposits you can make. However, there are weekly and monthly limits on the deposit amounts that can be processed per account.

    • $10,000 weekly (The week is considered a rolling seven (7) days. For example, if you make a $10,000 deposit on a Monday, the next time you will be able to make another mobile deposit of any amount would be the following Tuesday.)
    • $50,000 per any 30 consecutive calendar days

    Security of Mobile Deposits

    The link between your mobile device and our Mobile Deposit site are encrypted to the highest industry standards.

    Transfers

    Account Transfers

    The Account Transfer service allows you to transfer funds between accounts.

    To transfer funds between authorized accounts:

    1. Transferring Funds - You can transfer funds between accounts or pay your loan or credit card using the Make a Transfer feature on the Home Page or from the Transfer / Move Money navigation button.

    2. Enter the Transfer Amount. Include a decimal point but do not include a dollar sign or comma.

    3. Select the account from which the amount will be debited using the From Account drop-down list. If the designated account is subject to Regulation D, and the information is available, then Regulation D transfer limit or check limit information will be displayed. Regulation D sets a monthly limit on the number of transactions (6) that can be made from certain accounts such as savings accounts.

    4. Select the account to which the amount will be deposited using the To Account drop-down list. If the designated account is a loan, then loan payment amounts or loan payoff amounts will be displayed when viewing this field.

    5. Loan Payments: If available, there will be an additional Type of Payment option (e.g. "Overpayment (Principal Only Payment)"). You can select one of the available options to specify how you want the extra money applied (e.g. "Excess to Payment to Principal"). Select the radio button for the type of transfer you are making: If selecting Overpayment, your payment will be more than the standard payment amount. If selecting LOC Paydown (if available), your payment will be designated to paydown the entire balance of the line of credit account selected.

    6. Click Transfer Funds to initiate the transfer. A prompt appears allowing you to confirm this transfer.

    Note: For real time processing, the transfer will take place immediately provided there are no holds on the accounts and the funds are available for transfer. For batch processing, the transfer will take place the next business day. Also, a unique reference number is assigned to successful as well as unsuccessful transfers.

    Your Options for Transferring Money

    In Digital Banking, you can:
    • Transfer money between your accounts
    • Transfer money to another The Police Credit Union member
    • Transfer money to individuals who aren't members
    • Transfer money from your accounts at other financial institutions directly to your The Police Credit Union accounts.

    Limits

    The daily remote transfer limit is set at $10,000. To request an increased daily limit for remote transfers, please contact Member Services at 800.222.1391.

    Wire Transfers

    Access the forms needed for Domestic and International Wire Transfers by navigating to Move Money > Wire Transfers.

    Overseas Transfers

    Unfortunately, overseas accounts are not eligible for transfers.

    Setting Up Pay a Person payments

    "Pay a Person" payments are conducted via the Bill Pay section of Digital Banking.
    1. Navigate to the Bill Pay section of Digital Banking.
    2. Click on 'Pay a person.'
    3. Choose how you would like to send the payment.
    4. Carefully enter the recipient's name, email address, and phone number. Choose which account you will be paying from. (Optional: You can create a category to help manage your payees.)
    5. Create a keyword for your payee.
    6. For security reasons, a one-time activation code is required before being able to schedule payments to a new payee.

    Tip: If you opt to receive your secure access code by phone, you'll receive an automated call. You need to trigger the message to play by saying "hello." For your security, the message will not play unless the system hears a voice.
    1. Enter your activation code and begin scheduling payments!

    Your payee will receive an email informing them that you would like to make a payment to them. For more questions regarding payments, refer to the Transfers section of these FAQs.

    Pay a Person Process: After Scheduling a Payment

    Once you press the Pay button, your payment will be scheduled for the date you selected. The money will be deducted from your account and an email or text message will be sent to your recipient. They'll use the information from the email or text message to log on to a secure page, confirm that their email or text message is legitimate, and the transfer will be completed. Important: Remember to share the keyword you created with your payee immediately or they won't be able to claim their payment.

    Pay a Person Fees

    The Police Credit Union does not charge a fee to use this feature.

    Pay a Person Limits

    For security purposes, there are limits on the amounts you can send they are as follows:

    • Minimum Payment – $5
    • Daily Limit – $9,999
    • 30 Day Limit – $50,000

    Setting up future Pay a Person payments

    You can schedule a future payment, up to 364 days prior to the delivery date.

    Notifying Recipients of Pay a Person Payments

    The recipient will receive a notice via email or by mobile phone text message that the money has been transferred and is available. For your security, you will have to notify your payee of the secure keyword you created.

    Incorrect email address or phone number for Pay a Person payees

    It is very important that you use the correct and most updated contact information for your recipient. If you are unsure about the recipient’s information, we highly recommend contacting your recipient via email or mobile number to confirm their information is correct before a transfer is attempted.

    Stopping a Pay a Person Payment that hasn't been sent

    • Navigate to the Bill Pay section
    • Once you're in the Bill Pay section, you should be able to see Pending transactions
    • Click to edit the desired payment.
    • Check the "I would like to stop this payment" box, and press Submit.
    • To verify that your payment ahs been stopped, view your payment History--the payment should be marked as Status: Stopped.

    Visa Credit Cards

    Changing your PIN

    You can easily customize your PIN by calling 888.886.0083 and following these instructions:
    1. Enter your card number.
    2. Answer the security questions.
    3. Enter your new custom pin (any combination of 4 numbers).
    4. Re-enter your new PIN.
    5. You're done! Your new PIN will work immediately.

    What if I forget my PIN?

    You may now call 888.886.0083 to reset your PIN.

    If I'm a secondary cardholder, how do I change my PIN?

    After the security questions are answered, you will be prompted to identify which cardholder you are by entering the first letters of your first name using your telephone key pad. The system will confirm which cardholder is calling.

    Why is my new PIN not working?

    If there have been multiple cards issued for the same cardholder and you have changed your PIN recently, it’s possible you are using the wrong card. Since the chip is unique to the card, the updated PIN only work for the most recently issued card.

    Locking and Unlocking Your Credit Card

    If you've misplaced your Platinum Visa credit card (or it's been stolen), you can quickly and easily lock your card online using the Card Lock feature in Digital Banking. If you locate your card, you can also unlock it online by following the same process.

    Temporarily lock your credit card online:

    1. Log into Digital Banking
    2. Click or tap on the link for your Platinum Visa credit card
    3. Locate the card you would like to lock, and click on the green "Lock Card" icon

    Unlock your credit card online:

    1. Log into Digital Banking
    2. Click or tap on the link for your Platinum Visa credit card
    3. Locate the card you would like to unlock, and click on the red "Unlock Card" icon

    Automated Fraud Alerts

    If suspicious activity is detected on your credit card, our automated security system will attempt to contact you immediately with a text message. If no response is received to the initial text, the automated system will attempt to contact you via the next available channels until a response is received, in this order:

    1. Text message
    2. Phone call and voicemail
    3. Email
    Take action immediately by responding to the automated system via text, phone, or email. To ensure that you receive these important alerts, please log into Digital Banking and make sure that your contact information is updated.

    Travel Notifications / Travel Plans

    To notify us of your travel/vacation plans where you will use your Visa card. 

    • Log into Digital Banking.
    • On the " My Accounts" page.
    • Click on your Visa account. You'll be taken to the card management page.
    • At the top right of the screen, click on Communications, then select Travel Notes from the dropdown menu.
    • Select your credit card and click Next.
    • Enter the last 4 digits of the primary cardholder's Social Security number.
    • Enter the zip code associated with the card.
    • Provide information about your travel plans, including departure/return dates and destination.
    • Click Submit to finish loading your Travel Note.

    Balance Transfers

    • Fill out the Balance Transfer Form and fax it to 415.682.7280,or mail to:

      The Police Credit Union
      Attn: Visa Coordinator
      P.O. Box 1087
      San Bruno, CA 94066

    • You can also contact us, visit a branch location, or call us at 800.222.1391 and we'll take care of you.

    Account Summary

    To access your Visa Account Summary:
    • Navigate to Accounts Summary > Accounts Screen > Visa
    • Your Visa Account Details page will appear
    • On the Account Details Page you can view:
      • Current Balance
      • Available Credit
      • Minimum Payment Due
      • Credit Line
    • Additional information is viewable by clicking on 'Visa Card Management' and going to the Visa Card Management site.

    If you require additional information, please contact Member Services at 800.222.1391

       

               

    Transaction History

    To access your Visa Transaction History:
    • Navigate to Accounts Summary > Accounts screen > Visa
    • Your Visa Account Details page will appear > click 'Visa Card Management'
    • When the Visa Services site appears > click  'Statements & Activity' >'View Transactions'
    • Currently up to 90 days ( three statements) of transaction history is available

    If you require additional information, please contact Member Services at 800.222.1391

    Visa E-statements

    Overview
    If enrolled in E-statements for your Visa credit card, you will receive an email notification each month when your statement is ready to view.

    • You can only receive your statement in one format: print (mailed) OR electronic.
    • E-statements are available to view for 24 months.

    If your E-statement email notification is returned to us, either due to an incorrect email address or insufficient space in your inbox, your statements will be delivered to you through U.S. mail until you re-enroll with an updated email address.

    Enrolling in E-Statements for your Visa Credit Card
    To enroll in E-statements:

    1. Log in to Online Banking.
    2. On your Accounts overview screen, click on the account tile for your Visa.
    3. On the Account Details page, click on the "Visa Card Management" link.
    4. Click on the "Go Paperless" link under the Quick Links menu.
    5. Read the terms and conditions. Click on the "Adobe Reader PDF code" link to retrieve your code.
    6. Enter the code in the text box next to "Enter PDF Confirmation Code."
    7. Check the box next to "I Accept the Terms & Conditions for E-statement Enrollment", then click the Submit button.
    8. Click the "Confirm" button in the pop up box.
    Opting Out of E-statements
    If you wish to opt out of receiving E-statements:
    1. Log in to Online Banking.
    2. On your Accounts overview screen, click on the account tile for your Visa.
    3. On the Account Details page, click on the "Visa Card Management" link.
    4. Click on the "Go Paperless" link under the Quick Links menu.
    5. Check the box next to "I Accept the Terms & Conditions for E-statement Unenrollment."
    6. Click the "Submit" button.
    7. Click the "Confirm" button in the pop up box.
    Fees
    E-statements are available to you at no cost.
    If you wish to have a paper copy of a past statement printed, there will be a $2.00 fee.

    System Requirements
    To view your E-statements, we recommend using the most current version of one of the following supported web browsers:

    • Mozilla Firefox
    • Google Chrome
    • Safari
    • Microsoft Edge

    Payments

    There are two ways to make a payment to your account:

    1. From your The Police Credit Union Savings or Checking account:

    • In the Navigation menu, click Transfers > Funds Transfer
    • Choose the account which you would like to pay from. Pick your credit card account as the account you would like to transfer payment to

    2. From another financial institution account:

    • Navigate to Accounts Summary > Accounts Screen > Visa
    • Your Visa Account Details page will appear, click on 'Visa Card Management'
    • When the Visa Services site appears, click on Payments', then 'Make a Payment'

    Messages

    Sending and Receiving Secure Messages

    The "Messages" feature allows you to send secure messages and attachments from within digital banking. Confidential information and account messages can be sent safely through this communication channel.

    To access on desktop:
    After logging in, click on the "Messages" tab in the navigation menu.

    To access in the mobile app:
    After logging in, members can tap on More, then Messages.