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FAQ: Upgraded Online And Mobile Banking

PLEASE NOTE. IF YOU ARE LOGGING INTO THE UPGRADED ONLINE BANKING FOR THE FIRST TIME YOU MUST REGISTER AS A NEW USER. 

Help: Online Banking Reference Guide

Logging in for the first time? Help Guide

 


I don’t see a balance next to one of my transactions in the History.

The issue shows up when the “compatibility view” is not checked in Internet Explorer (IE) 10.  You can find this setting under the Tools Tab on your toolbar in IE.  You may also want to try using Google Chrome for your browser instead. 

How do I stop payment on a check? (2)

You may place a stop payment on personal checks or transactions online. If you need to place a stop payment on an electronic check, please visit your nearest branch location or contact the credit union. A stop payment fee of $32.00 will be deducted from your account for each stop payment request made. The request will be valid for 6 months after the date of the request. Please note: Stop payments on checks are not guaranteed until 48 hours after the date of request.

To request a stop payment on a single check:

  1. Click on the Online Services tab.
  2. Click on Stop Payment on a Check.
  3. Select “Place stop payment on the following account.”
  4. Select the account you would like to stop a payment on.
  5. Select the account you would like the stop payment fee to be taken from.
  6. Click Continue.
  7. Enter the number of the check.
  8. Select a reason for the stop payment request from the drop-down menu.
  9. Click Continue and you will receive a confirmation that your stop payment has been placed.

 

To request a stop payment on range of checks:

  1. Click on the Online Services tab.
  2. Click on Stop Payment on a Check.
  3. Select "Place stop payment on the following account."
  4. Select the account you would like to stop a payment on.
  5. Select the account you would like the stop fee payment to be taken from.
  6. Click Continue.
  7. Enter the beginning check number and ending check number for the checks you would like to stop.
  8. Select a reason for the stop payment request from the drop-down menu.
  9. Click Continue and you will receive a confirmation that your stop payment has been placed.

 

If you would like to view existing stop payment requests:

  1. Click on the Online Services tab.
  2. Click on Stop Payment on a Check.
  3. Select "Review existing stop payments from the following account."
  4. Click Continue.
  5. A table listing all of your stop payments will be displayed.

The text is hard to view, how do I change the font size? (2)

To change the size of the font that displays for you during your Online Banking session.

1. Click on User Options link. 
2. Click on Change Font Size 
3. Choose the size you prefer in the drop down box 
4. Click on Submit to save your changes Or, click on the Font Size letter for the size of the font you prefer in the top right corner of the page.

How do I Access Online Banking?

Online banking is accessible from Tampa Bay Federal’s home page (TampaBayFederal.com.)

If it is your first time logging into the new online banking, you must register as a NEW USER. Use your account number and current touch tone teller pin (online banking password) and follow prompts to register your account. More Help Logging in.

If you have already registered your account, enter your user id or account number and random code in the online banking box on the home page.  

What is Mobile Banking?

View your account information and transfer funds from the convenience of your mobile phone anytime, anywhere. You can access mobile banking from your Smartphone by downloading the Tampa Bay Federal app or through the mobile banking link on the website.

Download the mobile banking App for iphone in the App Store, for Android in the Google Play store.

You can also access online banking the web browser on your phone. Go to Tampabayfederal.com and login to Online Banking to access your account.

You may be charged access rates depending on your carrier. Web access is needed to use Mobile Banking. Check with your service provider for details on specific fees and charges.

Read Mobile Banking FAQs

I’ve forgotten my User ID, how can I access Online Banking?

If you have forgotten you user ID you can use your account number as your User ID. You may personalize your User ID within Online Banking by clicking on the ‘Online Services’ tab and then ‘User ID.’

What browser versions are most compatible with Online Banking?

Minimum Browser Requirements for Online Banking
Online Banking is designed for the following browsers. Using other browsers may cause the web pages to appear misaligned and prevent access to Online Banking.

The most current version and the 2 previous versions for the following browsers are supported:

  • Internet Explorer
  • Google’s Chrome
  • Mozilla’s  Firefox
  • Apple’s  Safari

Chrome is required to utilize the MoneyDesktop feature.

It is highly recommended that the most current browser version be used to access Online Banking.

Additional Requirements:
Please ensure your browser:

  • is cookie-enabled,
  • is JavaScript-enabled,
  • supports secured sites,
  • has its Privacy settings at Medium or less,
  • has at least a 128-bit encryption.

Determining Your Browser Version
On the toolbar at the top of your browser window, click on “Help”. Then, depending on which browser you have, click on one of the following:

  • “About Internet Explorer”
  • “About Mozilla Firefox”
  • “About Safari”

A screen will appear telling you what browser and version you are using.

How do I determine my Browser version?

Determining Your Browser Version
On the toolbar at the top of your browser window, click on “Help”. Then, depending on which browser you have, click on one of the following:

  • “About Internet Explorer”
  • “About Mozilla Firefox”
  • “About Safari”

A screen will appear telling you what browser and version you are using.

I am on Tampa Bay Federal's home page, but I am unable to access Online Banking, what is wrong?

If you can view the other areas of our website, but are unable to access Online Banking, it may indicate a problem accessing all secured websites. If you are using one of the browsers we recommend and are still experiencing a problem, the problem may lie with your Internet Service Provider.

This is particularly common with employer-based access to the Internet. Your employer may have firewalls, proxy servers or other equipment that may prevent access to secured sites. Contact your company’s IT Department regarding the problem or try to access Online Banking from another location.

I seem to be entering the Random Code incorrectly, what could I be doing wrong?

Make sure you are not entering spaces or using capital letters. At this time the Random Code is all lowercase, letters/numbers, and has no spaces. If the Random Code is unreadable please hit refresh to obtain a new code.

Is it safe to give my account information over the Internet?

We have taken all appropriate measures to ensure that our website and online banking product is secure, and that our members’ account information remains private. Our members also play a role in protecting their information. Your online banking User ID and Password should be provided only when your browser shows a Secure Socket Layer (SSL) session is taking place.Secure Socket Layer (SSL) technology encrypts account information between computers, so that it is virtually impossible to be read by others.

We recommend that our members use a current version of browser software so that they may benefit from the most up to date internet security available. After you finish any website session that included viewing or sending private information you should close your browser window.

Security tips:

  • Never reveal your PIN or password. This includes your Phone Teller PIN or the password that you selected when you signed up for online banking.
  • Use the Logout icon to end a Online Banking session. This will expire all the cookies that were set in your session. - The amount of time you can remain inactive before being automatically logged out of online banking can be set under “Online Services.” For your own security, keep this time setting as short as possible. 
  • It is recommended that you balance your account at least once a month so that any discrepancies can be reported to us in a timely manner.

I receive an “Accept Cookies” warning when entering Online Banking, what do I do?

To disable the “Accept Cookies” warning in Firefox 2.0 and up:

1. From the Tools menu, select Options. 
2. Click on the “CONTENT” tab. 
3. To enable Java, verify that the “Enable JavaScript” box is selected. 
4. Click on the “PRIVACY” tab. 
5. Verify that “Accept cookies from sites” is selected.

To disable the “Accept Cookies” warning in Microsoft® Internet Explorer 5.0:

1. From the Tools menu, click on Internet Options. 
2. Click on the “ADVANCED” tab. 
3. To enable Java, verify that the Enable Java and Enable JavaScript boxes are selected. 
4. Click on the tab marked “SECURITY”. 
5. Click on the button marked “CUSTOM LEVEL”. 
6. Under Java make sure the radio button is set to Medium Safety. 
7. Under Scripting of Java applets make sure the radio button is set to Enable. 
8. Under Cookies: Allow per-session cookies (not stored), make sure the radio button is set to Enable. 
9. Under Cookies: Allow cookies that are stored on your computer, make sure the radio button is set to Enable.
10. Click on OK until completely exited from options.

I’ve forgotten my password, how can I access Online Banking?

 You may use our password reset tool on the homepage, or contact us for assistance.

I received an error message when trying to log in, how can I access my account?

 The following errors may occur when accessing Online Banking:

Account verification error. Your password is incorrect. Verify the password and re-enter it. Check to make sure the Caps Lock is not on. Passwords are case-sensitive; the Caps Lock may alter the way your password is being entered.

The account has been locked. You have had too many invalid login attempts. As a security measure, Online Banking will allow three invalid password attempts and will lock out the account on the fourth try. To reset your password, please use our password reset tool or contact us for assistance.

We’re sorry, we are unable to process your request at this time. Online Banking is temporarily down for system maintenance. Try again periodically. If the message is displayed repeatedly, contact us.

To show us the exact error message that you are receiving, display the error message on your screen then press Print Screen on your computer’s keyboard. This will transfer the image to your clipboard which can then be pasted into a Word document or other application.

When experiencing an error message, try the following steps before contacting your financial institution:

1. Clear the cache, reload, or refresh. 
2. Close the browser. 
3. Retry.

After trying this and you still continue to receive the error message, contact us. When reporting problems to us, please have as much information ready as possible (e.g. when the problem occurred, browser version, etc.).

How do I schedule a Transfer?

To schedule a transfer choose TRANSFER in the Accounts tab. You can schedule a transfer to occur at a certain date and time in the future. You can set up the transfer to happen once, or on a reoccurring basis. To view or modify the scheduled transfers that you have set up for your account, click on Scheduled Transfers.

To view the scheduled transfers for the current month:

1. Click on View Current Schedule
2. To view the next or previous months transfers, click the “Prev Month” or “Next Month” links
3. To edit the transfer, click the transfer you wish to modify

To view a list of all scheduled transfers ordered by the next transfer date:

1. Click on View by Next Transfer Date 
2. To edit the transfer, click the transfer you wish to modify

To Add a new scheduled transfer:

1. Click the Add New Scheduled Transfer link

OR

1. Click Accounts and select Transfer
2. Then Click the Schedule a Transfer Button

I am trying to make a transfer and received a message that says “Unsuccessful Transfer.”

If a transfer is unsuccessful you will be given a reference number. You may email us and a Customer Service Representative will assist you in finding out why your transfer was not successful.

 

 

 

I’ve opened Quicken and tried to connect to you to download my files; it does not work. How can I do this?

To export your transactions, click on the Online Services tab, then click on Export “Account Information.”

  1. Choose the account and the dates you would like to export history for. 
  2. Select Quicken as your Export format, and click the Download Data button. Do this for each account you wish to export. 
  3. Open Quicken. The exported history items will be automatically uploaded.

It takes so long to download data, my session times-out and I have to start all over. How do I fix this?

We suggest that you increase the time limit on your connection to online banking. To increase the time limit click on “Online Services” in Online Banking and then select “Timeout.”

How do I Transfer Funds between Accounts?

You can add account to account transfers using the linked accounts menu item. This will allow you to transfer or receive money to a different account at a different financial institution.To link to another account:

1. Click on Accounts tab.
2. Click on the Linked Accounts sub-tab.
3. Select Bank Account in the account type drop down.
4. Add the bank information in the text boxes below the drop down.
5. Click Add Account. 
6. Confirm the bank information. Please note: In order to complete the verification process, you will have 2 small transactions that will be transferred to the external account. The amount of the transactions will need to be verified. Once you identify these transactions, you will return to the external accounts page and press complete verification. If the amounts entered match the amounts of the transactions, then the account will be enabled for funds transfers.

How can I export financial history to a file?

The Export option allows you to download your financial history to your computer for use with personal financial management software such as Quicken and Microsoft Money. If you would like to download your account history, but do not use financial management software, a CSV (Comma Separated Values) format of your history is also available. To export your transaction history:

1. Click on the Accounts tab. 
2. Click on the Export sub-tab. 
3. Select the account you’d like to export history for. 
4. Select the date range. 
5. Select an export format. 
6. Click on Download Data.

To view your E-Statements:

1. Click on the Statement tab. 
2. Click on Account Statements. 
3. Click on E-Statements. 
4. Click the E-Statement date you wish to view and your electronic statement will open in a new window.

How Can I request a copy of a check?

Images of your checks are available in your account transactions. You many request a copy of a paid check that does not appear in your transactions. Your check will be mailed within 10 business days to the address on the account. Please be sure to verify your address by going to "Online Services" and clicking on "Address/Phone Number." Your account will be charged for any applicable fees. If your check cleared over 90 days ago, there will be an additional statement copy fee.

To request a copy of a paid check:

1. Click on the Online Services tab. 
2. Click on Check Copy. 
3. Enter the amount the check was written for. Do not include dollar signs or commas. 
4. Enter the check number. 
5. Enter the date the check cleared (month/day/year). 
6. Click on Submit to request a copy of the check.

How can I reorder checks?

You may place an order for a new check supply online so long as there are no changes to the address or check style that you’ve previously ordered through the Credit Union. If your address has changed since your last order of checks, you will need to visit a branch or mail your order form in with any corrections. If you proceed to order checks through this service, the checks will be printed with the same address as your last order. If any other personal information has changed, please contact the credit union directly.

To order a new check supply:

  1. Click on the Online Services tab.
  2. Click on Check Reorder and follow the onscreen instructions.

The eStatement button is not connecting when accessing online banking from my iPad. What can I do?

This may be restricted by third party cookies being blocked by the Safari web browser.  You can enable them by going to Settings/Safari/Block Cookies and setting it to “Never”.

Can I view details of an existing “stop payment” on a check?

1. Click on the Online Services tab. 
2. Click on Stop Payment on a Check. 
3. Select "Review existing stop payments from the following account." 
4. Click Continue. 
5. A table listing all of your stop payments will be displayed.

How do I update my address and/or phone number on file?

Log into online banking. Under USER OPTIONS choose CHANGE ADDRESS. This online form allows you to update your address and phone number(s) on file.

If you have multiple accounts with us, you will need to update your contact information with each account separately. If you have a Visa account with us, you will also need to update that account separately. To do so, click on your credit card under Summary. This will open a new browser. Choose My Profile and update your information.

Please note: Foreign addresses and phone numbers cannot be updated online, please mail your request to change your address to: Tamp Bay Federal Credit Union, P.O. Box 7492, Tampa, FL 33673-7492.

To update your address and/or phone number:

  1. Click on the User Options link.
  2. Click on the Address/Phone Number tab.
  3. Enter your updated address and phone number(s) in the appropriate fields provided. Please do not use any symbols or special characters.
  4. Click Submit and you will receive a confirmation that your information has been updated.

How do I change my password?

You may change your home banking password at any time. For security purposes, it is recommended you change your password every six months. If you have forgotten your password, you may use Password Help on the login page to reset it or contact the credit union for further assistance. To change your password:

1. Click on the User Options link. 
2. Click on Password. 
3. Enter your current password in the “Old Password” field. 
4. Enter a new password in the “New Password” field. 
5. Re-enter the new password in the “Re-enter password” field. 
6. Click Submit and you will receive a confirmation that your password has been updated.

Passwords must be 8-25 characters in length and use a combination of numbers and letters. Passwords must not include any symbols, contain your social security number, your account number or be one of your three previous passwords. Remember, passwords are case-sensitive!

How do I change my E-mail Address?

To change your e-mail address:

1. Click on the User Options link. 
2. Click on E-mail Address. 
3. Enter your updated e-mail address in the field provided. 
4. Click Submit and you will receive a confirmation that your e-mail address has been updated.

To remove your e-mail address from our mailing list:

1. Click on the User Options link. 
2. Click on E-mail Address. 
3. Check the box “Please remove my E-mail address from the mailing list.” 
4. Click Submit and you will receive a confirmation that your e-mail address has been updated.

How do I change the dates of my account history?

The Change History Date Range allows you to select what account history dates you would like to have displayed. By default, only the current month’s history is displayed. To change your history date range:

1. Click on the User Options link. 
2. Click on History Date Range. 
3. Select a date range by selecting one of the date range descriptions. 
4. Click on Change Date Range to save your changes.

I keep getting timed out of Online Banking. How do I change the amount of time I have?

The Change Your Timeout feature allows you to set the number of minutes of inactivity in your online banking session before the system automatically logs you out. To change your timeout:

1. Click on the User Options link. 
2. Click on Timeout. 
3. Select the number of minutes from the drop-down menu. 
4. Click on Change Timeout to save your changes.

What is an account Nickname?

You have the ability to personalize the account names that are displayed in home banking for easier recognition. To create or update an account nickname:

1. Click on the User Options link. 
2. Click on Account Nicknames. 
3. Modify your account nickname in the field provided to the right of the account name. 
4. Click on Submit to save your changes. 
5. To restore the system default name, delete the nickname from the provided field and click on Submit to save your changes.

What is my user security image/security key?

The User Security Image (also called security key) allows you to verify the site you are logging into is valid. You chose these characters to display on your first login to online banking. You have the ability to change this key at any time. To create or update a security key:

1. Click on User Options link. 
2. Click on Change User Security Key 
3. Modify your key 
4. Click on Submit to save your changes

The text is hard to view, how do I change the font size?

To change the size of the font that displays for you during your Online Banking session.

1. Click on User Options link. 
2. Click on Change Font Size 
3. Choose the size you prefer in the drop down box 
4. Click on Submit to save your changes Or, click on the Font Size letter for the size of the font you prefer in the top right corner of the page.


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