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Please read our questions and answer session prior to contacting us for assistance...
If you don't find your answer here, send an email to support@americu.org
Emails are responded to immediately, when possible, between 9 AM and 5 PM or you may contact our Call Center at 800.388.2000 or 315.356.3000.
To view our Service Fee Schedule, click here (pdf).
- BASICS - Getting Started with Online Banking
- Help with Quicken or MS Money Downloads
- Help with Cookies
- My "page expired"?
- Help with Browser Updates
- Tell me about Security
- Help with Cache
- Can I Apply for a Loan Online?
- Help with e-statements
- Bill Pay Access-Pop up Blocker Issue
Online Services Basics
Q. What comprises AmeriCU's Online Services Suite?
A. Online Services is a family of convenient access systems available to our members through the web. From any personal computer you access us on the Internet at: www.americu.org.
Our Online Services Suite consists of the following:
- Online Account Access (to sign up see below): or call 800 388-2000 or 315-356-3000 (Utica/Rome)
- Access checking, savings, and loan transaction histories, make loan payments or transfers, check pending debit card transactions, place a check-stop order, order new checks or a copy of a check, register for online bill payment, apply for a loan, and more...)
- Online Bill Payment (click here to register)
- Make payments from your AmeriCU checking account (required) to virtually anyone, anywhere. The monthly fee is debited from your account at the end of each month and is now just $2.95 (less than the price of a book of stamps!) Online Bill Payment features our "payment guarantee" and is highly valued by many members! Try our "demo" to see how it works!
- Online Credit Card Access (click here to register)
- AmeriCU credit card holders can view transaction histories, check balances, and available credit limits.
- Online Mortgage Access (click here to register)
- AmeriCU mortgage customers can view payment and balance histories, and more...
- #Note: to make mortgage payments, use the payment/transfer option in your Online Account
- E-Statements
- Access your account information with e-statements by just login to AmeriCU Online Banking, go to “E-statement” in the left menu and click on “Sign Up”!
- Avoid mail delays
- Access anytime, 24 hours a day, 7 days a week
- Eliminate unwanted paper
Q. How do I obtain an Access Code so that I can use AmeriCU's Online Services (home banking)?
A. If you currently have TeleLink Access, you can use the same access code for our home banking package. If you do not have an access code, you must send a signed, written request to:
AmeriCU Credit Union
Attn: Online Services MRA
1916 Black River Blvd.
Rome, NY 13440
Important: Please include your name, account number, address, telephone number and indicate the 4 digit access code that you would like to use. Note: Please memorize your code or store it in a safe place, do not tell anyone your secret access code. We CANNOT provide this information to you over the telephone.
Q. Are there any Fees for using Online Services?
A. There are NO FEES fee for using AmeriCU's Online Account Access. However, all normal transaction fees will apply, such as the $2 fee for a copy of a check, $10 fee for a stop check placement, etc. There are no fees for viewing or printing any screens (statements) you see in Online Services. Online Bill Payment does carry a $2.95 per month fee.
Q. What's wrong, I'm typing in my account number and password, but nothing is happening?
A. Be sure to place your cursor in the top box (log in window). It should turn from a white arrow to an I - beam. Click to place cursor, then enter your account number, hit tab key or click to access code box. Enter access code, then press continue. A security message should appear next.
A Sanity Test: Call TeleLink 1.800.232.4330 / 315.337.4373 and login over the phone with your account number and access code. Then try Online Services again, if you ARE ABLE to access TeleLink but still cannot access Online Services, please call us at 1.800.388.2000/315.356.3000 or send a message (support@americu.org). The problem is probably with the configuration of your browser, we may need to help you trouble shoot the problem. See cookies for additional help.
Browser Updates
Q. I'm having problems accessing my account information online. I'm unable to bring up the menu on the left. Can you help?
A. Be sure you have typed www.americu.org in the reference window.
We have recently upgraded our system. You may need to download a browser update to be compatible with this new change. If you have "Netscape", please go to www.netscape.com and click on "browser central" to download. If you have "Internet Explorer 5.1-5.5: Please go to http://java.sun.com/getjava/download.html and click on DOWNLOAD for Java Software, which includes Microsoft Virtual Machine. (This is the fastest & the most reliable way to run Java Applications on your computer.)
Q. The MCW Home Banking menu does not display correctly in Internet Explorer 8.
To fix the issues with the MCW Home Banking Menu not displaying correctly for Internet Explorer 8, do the following:
- Open up Internet Explorer 8
- Choose the Page button drop down (Right of the Home button, Left of the Tools dropdown)
- Choose Compatibility View Settings
- In the field “Add this website:” enter americu.org
- Click the Add button
- Click the Close button
Quicken or MS Money Compatibility
Q. Can I use Quicken or MS Money with AmeriCU's Online Services?
A. Yes, although AmeriCU is not currently a registered "online partner" with Quicken, you can download and import your finances into these applications.
While logged into your AmeriCU account in Online Services, choose the History menu and scroll down to the last menu item and select "Download History into Quicken". Select the appropriate share or loan account and enter the Start and End Dates and hit "continue". This is a two step process that allows you to first download your history in a ".QIF" file format to your computer, then import that file into the Quicken software. If you have the most recent version of Quicken, you may be able to accomplish this in one step through their updated interfaces. To find out more about Quicken, please visit them online.
Cookies
Q. What's wrong? I was able to view the Account Information page, but nothing works after that screen?
A. Your browser is either enabled to alert you about 'cookies' or not accepting cookies. You must allow Online Services to accept cookies--either "all cookies" or "cookies from originating server". (see BELOW on how to).
Q. How do I enable cookies with my browser?
A. For Netscape browser, choose the Edit menu, then Preferences/Advanced...remove the check mark from "warn before excepting all cookies" and place a check mark in "accept all cookies". For Internet Explorer browser, choose the Tools menu, then Internet Options/Security Tab/Custom Level...scroll down to Cookies - choose "enable".
Q. What are 'cookies'?
A. 'Cookies' help our server keep track of where you've been on a web site and where you're going. They are packets of information written to your PC for information only. AmeriCU's Online Services must use 'cookies' in order to ensure that you are who signed in from the beginning. Each new area displayed re-verifies that your account number and password are valid as input from the sign on screen. This ensures that the sensitive data is sent to the authorized member. For much more information about 'cookies' you may visit informational sites, such as: www.cookiecentral.com or access your browser's help file.
Q. Why do I have to enable 'cookies' through my browser?
A. If you have this feature disabled or have an alert message to prompt you that a cookie is being requested, it can be annoying or perhaps cause it not to work at all. It's very important that you at least have cookies enabled to send back to the originating server.
Note: These cookies expire as soon as you close your AmeriCU Online session or time out. To delete cookies from your computer, check your browser's online HELP or call your browser's customer service (AOL, CompuServe, etc...) for help.
Q. How do I disable "cookie alerts" on my browser?
A. There are many types of browsers and browser versions being used today and it would be impossible for us to tell you "how to" in every type. In all cases you can reference your browser's on-line help. However, two of the more popular browsers are Netscape 3.x and Microsoft Internet Explorer 3.x. Here is "how to" in each:
Netscape 3.x, go to Options, Network Preferences, Protocols and remove the check mark from "Accepting a Cookie".
Microsoft Internet Explorer 3.x, View, Options, Advanced and remove check mark from "Warn before accepting "cookies".
Cache
Q. Every time I try to sign onto Online Services I get an error "This page has expired" or "The Account or Access Code you have entered is invalid", when I know I'm using the correct password. What's wrong?
A. Most likely the problem is related to what's called "cache". Browsers store previously viewed pages onto your hard-drive or memory, so that these pages will come up much faster. The problem is that for Home Banking, each time you access it you MUST start a new session. Try clicking on the "Restart Session". If that doesn't help then go into your browser options and find the cache settings.
Clear all pages from hard-drive and memory. Try it again. Also you may want to try SHIFT + RELOAD (the refresh arrow) to clear cache. Before you call us or send an email, try Online Services again after exiting your browser and even restarting your computer to be sure the problem is not related to your equipment.
Other Frequently Asked Questions:
Q. How secure is my account information?
A. Transactions and account information obtained using AmeriCU Online Services are secure (look for a "lock" on any site that is secure). Our site uses SSL (Secure Socket Layer) encryption, so your account information and transactions are masked. Also, AmeriCU Online makes use of a time-out feature, so if you leave your computer idle (no mouse or keyboard activity) longer than 10 minutes , you must log in again to continue accessing your account. We also advise, as an added measure of security, that you exit the Internet by closing your browser (i.e., Netscape, Internet Explorer) after ending your AmeriCU Online session before moving to other areas of the Internet.
An additional security feature is the ability to change your access code. When you log in, you will get a Java-script alert, notifying you of the last attempted access to your account. If you have recently entered an incorrect access code, this alert will inform you of such attempts (including any attempts through TeleLink). If the number of unsuccessful attempts seems unusually high, someone may be trying to access your account (unsuccessfully). You may wish to change your access code through the Preferences Menu.
Q. Is my email secure?
A. Once the email reaches our secure mail server, it will be kept in a secure environment, no one will have access to it, except support personnel responding to your message. However, while your message is in transit, there is a risk that someone may be able to intervene. Therefore, for your protection, please do not use account numbers or other personal information in your email. In fact, you should treat all email this way. You may send your name and mention the "name" of the account you have a question about. We're happy to look up the details for you once we receive the message.
Q. I am physically challenged, is there an easy way to use your Online Services (home banking) so that I DON'T have to use the MOUSE all the time?
A. Yes, you can avoid the mouse all-together by using a combination of the TAB key to navigate and the ENTER key to select.
How this works: Once you reach our web site, use your tab key to test the navigation feature. Repeatedly hitting the tab key will allow you to move through all "interactive" options (in other words, anything you could also "click"). Hitting the tab key twice, places your cursor on the Online Services button. See the shadow appear around the button? You may now select ENTER to move to the Online Services login page. Again, hitting the tab key Twice, places the cursor in the Enter account number window. Type in your account number. Hitting the tab key once again, places the cursor in the Enter your Access code window. Enter your 4 digit access code. Hitting the tab key once again, "highlights" the CONTINUE button. See how a small gray shadow appears in the box. Anytime (in any application) you see the small gray shadow appear on a button or other "click-able" icon, you can choose to use the ENTER key instead of clicking on it.
Q. How long does it take for AmeriCU to respond to my email?
A. We strive to resolve all email issues within 24 hours of receipt of your message. If we don't have the answer right away, we will reply to you stating when you can expect an answer.
Q. What kind of browser works best?
A. Our online access has been designed for use with Netscape 4.7 or higher and Internet Explorer 5.0 or higher. AOL users need to be on version 3.0 or higher. The latest software versions are available from each browser's web sites. We STRONGLY suggest you update your software version periodically.
A note from Symitar's Web page: www.symitar.com. (Symitar provides AmeriCU's online banking solution.): "To support the Secure Sockets Layer, your members must use the Netscape Navigator 2.0 (or higher) browser, the Microsoft Explorer browser (which is free), or now, America Online version 3.0. People that are not using SSL enabled browsers will be able to access the rest of your Web site, but will not be able to take advantage of your financial services. The vast majority of Internet surfers use one of these three browsers already."
Q. Can I apply for a loan through AmeriCU's web site?
A. YES! Just login to Online Services and apply online right away - you should hear back within a day or so (don't forget to provide your email address with your application). Also look for additional features to be added periodically. We hope our web site will offer many helpful, time-saving services to our members.
Q. Do you offer Online Bill Payment?
A. Yes, online bill payment is available to all members who have a checking account with AmeriCU.
To register, login to your online account and choose Bill Pay in the side menu. It's just $2.95 per month.
Q. Are you planning to add " stock quotes" -- "auto buying center" -- "calculators" -- "kids games/puzzles" etc... to your web site?
A. We've recently added a loan planning calculator to our site, and an ATM locations wizard. We hope to continue to expand the services offered on our web site, please feel free to send your suggestions to support@americu.org - we'd love to have your input. Our site will be in constant development; and with input and feedback from members like yourself, we hope to continually develop our site to be a helpful, time-saving service to our members. Thanks for sending us your ideas/suggestions, upon receipt, they will be forwarded to our web master for consideration!
Q. I keep getting an error message when I try to login to Online Services, what's wrong? A. Does your message say: --?
-- "The system is temporarily unavailable. Please try again later." OR
-- "Internet Home Banking was unable to grant your session. Please try again later."
Our system is offline, please be patient--it will reset soon. If the problem persists, please call 1.800.388.2000 /315.356.3000 to alert us. We will contact the appropriate party to correct the problem. We will be happy to process your transaction over the telephone or via TeleLink (800.232.4330 or 315.337.4373) until the system is back online.
Help with e-statements
Q. I see a blank screen when I try to link to the MyStatement file while using Internet Explorer 5.x or higher.
A. Ensure that Adobe Acrobat Reader is installed on your computer. Typically there will be an Adobe or an Acrobat 4.0/5.0/6.0 directory located at C:\Adobe or C:\Program Files\Adobe\ Acrobat 4.0/5.0/6.0. (Note: If Adobe Acrobat is not installed on your computer, please follow the directions given in the above section and proceed with instructions below.)
Adobe Acrobat 4.0 Version
- Open Adobe Acrobat by selecting the "Start" button. Go to "Programs" and then select Adobe Acrobat.
- After Adobe Acrobat Reader is opened, select "Preferences" or "General" from the "File" drop down menu.
- De-select the "Web Browser Integration" option by removing the check mark in the dialogue box.
- Exit out of Adobe Acrobat Reader.
Adobe Acrobat 5.0 Version
- Go to "Edit", then "Preferences", and on the left side of the screen highlight "Options."
- Under "Web Browser Options" all boxes should be checked except "Use Page Cache" and "Display PDF in Browser."
- Exit out of Adobe Acrobat Reader.
Adobe Acrobat 6.0 Version
- Go to "Edit", then "Preferences", and on the left side of the screen highlight "Internet" and be sure all boxes except "Display PDF in browser" are checked.
- Again under "Preferences", highlight "Startup" all boxes should be checked except "Use Page Cache".
- Exit out of Adobe Acrobat Reader. Attempt to access the .PDF file from Internet Explorer again. You now should have access to the document.
If you find that your Adobe Acrobat Reader Preferences are set correctly, when opening the .PDF file, hit your F5 key to refresh the file.
Q. Adobe Acrobat displays a blank PDF page in Netscape Communicator.
A. Netscape Communicator uses Secure Socket Layer (SSL) differently than other browsers and some versions cannot display PDF files correctly.
To see if a PDF is being served via SSL, check the window labeled "Netsite" at the top of your Netscape browser. If the URL in the window begins with "https://," the document is being served via Netscape's HTTPS protocol, which delivers documents via SSL.
Here's what to do about this:
Solution 1:
Download the PDF file to your hard drive and view it locally:
- Right-click the link (in Windows) or place the cursor over the link and hold down the mouse button (Mac OS). Then choose Save Link As from the pop-up menu.
- In the Save As dialog box, you may simply note the file name and location provided for the PDF file, or specify a name and/or location of your choice.
- Click Save.
- View or print the PDF anytime by running the saved file (usually by double clicking the file).
Download another browser, such as Microsoft Internet Explorer.
Q. Error Message: "Internet Explorer cannot download. Internet Explorer was not able to open this Internet site. The requested site is unavailable or cannot be found"
A. Under Internet Explorer 6.0 Browser Settings:
- Click on "Tools".
- Select "Internet Options".
- Click on the "Advanced" tab and scroll down to "Security" section. De-select the option that reads, "Do not save encrypted pages to disk".
- Close the Internet Options box and open your PDF statement file.
** If you are on internet explorer version 7, it is set to have the TLS box checked under the Advanced Options. This box needs to be unchecked.
Bill Pay Access-Pop up Blocker Issue
MEMBER ACCESS TO BILL PAYMENT - if you are having trouble:
Internet Explorer Users
- Pop-Up Blocker has to be off and there are 3 different ways to do this.
- The first screen shot image below shows you how to turn your pop-up blocker off and on. (This is Internet Explorer version, if you have a browser other than Internet Explorer the pop-up blocker may be in a different location. If you have a browser other then Internet Explorer, then you should search the help function for "pop-up blocker" to access the appropriate directions).
- If you would like to leave the pop-up blocker on you can hold the Control key down, click on Bill Payment and then click on Pay my bills. (Control key must be held down the entire time you are clicking other bill pay choices, until you are in the Bill Pay site).
- If you would like to leave pop-up blocker on, you can add our site to be allowed to by pass pop-up blocker. See second and third screen shot images below.
Or
This screen shows how to add address to pop up blocker settings
- Below is the address to add to allow you to get into Bill Payment with Pop-up Block on:
https://www2.americu.org/cgi-bin/mcw000.cgi?MCWSTART
This second screen pops up after you press Pop-Up Blocker Settings. You can copy and paste the address (you will need to copy address before you open up settings window) or you can just type in the address line.
Mozilla Firefox Users
Block pop-up windows
By default, Firefox blocks annoying pop-up windows on web sites. Unchecking this option will disable pop-up blocking.
Some sites make legitimate use of pop-up windows. Therefore, the pop-up blocking feature has a simple whitelist mechanism to allow certain sites to open pop-ups anyway. To add a site to the whitelist, click Exceptions and enter the address of the web site and click Allow.
To remove a site from the whitelist, select that site from the list and then click Remove Site. To clear the whitelist completely, click Remove All Sites.