We’re excited about the opportunity to deliver a new Digital Banking experience to our members. If you have been using the original Digital Banking for the last few years, you might have a little trouble finding what you’re looking for. We understand that it will take some time to get used to the changes. However, this upgrade provides a great opportunity to improve security and add many new features that our members have requested. We appreciate your patience through this transition as we expand Digital Banking to meet the many needs of our diverse membership.

To help you get the most of your new Digital Banking experience, here are some tips on what’s new, what’s changed, and what we’re still working on:

Secure Access Codes

As a security enhancement, we have replaced security questions with secure access codes. Secure access codes are an improvement over security questions in every respect and are largely considered industry standard today. You can now determine for yourself on which devices and channels you want to receive secure access codes.

How do I receive a secure access code?

Your secure access code is different from your password and helps verify that you’re the one accessing your account. Once you have successfully entered your login info you will need to choose a method to receive your secure access code. This could be via a phone call or a text message. Once you’ve accessed your account with a secure access code, you can choose to register a secure device that you use regularly. Logging in from unregistered devices will require a secure access code each time you log in.

Please note: As an enhanced security measure, performing some transactions, such as a large external transfer, may initiate the need to provide a secure access code – even if done on a registered device.

Troubleshooting secure access codes

• If your browser is set to not allow cookies or if you have your browser set to private or incognito, you will not be able to register your device and a secure access code will be required for every login. If you decide to clear your cookies on your device, you’ll also need to enter a new access code.
• Typically, when you request a secure access code via text message or voice call it should arrive immediately. Phone signal strength and carrier limitations may affect the speed of delivery.
• Typically, secure access codes arrive quickly, but in some rare instances it may take several minutes to arrive. If you experience this, it is important to note that when you request a new access code, the previous access code will be invalid.
• Entering an invalid access code too many times will lock your account. If you are not receiving your secure access code, try using a different channel. For example, if you are not receiving the secure access code via text, try having it sent via a phone call.

To update where you’d like to receive your Secure Access Codes, select Settings, then Security Preferences and choose Secure Delivery. Here you can edit, add, or delete Secure Access Code delivery information. Changing Secure Access Code delivery will not change your regular contact information.

Making loan payments to OnPoint

Account Transfer vs. Loan Payments

In our original Digital Banking platform, you could make loan payments to your OnPoint loans within the Transfer feature. Good news, now through Loan Payments, you have more control over how you can make certain payments. You can now make a regular payment, schedule a recurring payment, choose an amount different from your normal minimum payment amount, or make a principal-only payment. Once you’ve made your payment, it will reflect in your transaction history and your balance will be updated.

Please note: You can still make Mortgage and Credit Card payments through Transfers. We are in the process of updating our new Loan Payments system to include these loan products.

Using new account features

Updating your contact information

To update your contact information, select Settings, then Update Contact Info. You can change your contact phone numbers, email address, and physical and mailing addresses. This will not alter your secure access code delivery methods – if your contact methods have changed and you would like your new contact info to be used for receiving your secure access codes, you’ll need to update your secure access code delivery method separately.

Please note: To update contact information for a business or fiduciary account, please contact us or visit a branch.

Travel Notices

Currently, when you attempt to place a travel notice that includes your OnPoint credit card you may receive an “unknown error” message; we are working to resolve this. If you receive this error, please contact us and we will set the travel notice for you. This error does not affect travel notice requests for debit cards.

Credit Card Freeze/Unfreeze feature

You can now freeze your OnPoint credit card for peace of mind if lost or misplaced. If you freeze your card online, you can only reactivate it by unfreezing the card online, which you can easily do from online and mobile banking. On desktop, you can see the freeze feature on the right side of the home screen. On mobile, select the “more” button and the freeze feature appears within the Credit Card Management feature list. Please note that if you freeze your card and have any scheduled transactions like payments or subscription fees, they will not process while your card is frozen. If you need to freeze your card when payments are due, you will need to make other arrangements to process those payments.

Transaction detail layout

Transaction history is displayed differently in the new system. Both credits and debits are found to the right of the transaction description and are no longer in separate columns. To distinguish between credits and debit transactions, the debit amounts are displayed with parentheses. Here’s how you can view credits and debits separately:

• Select an account, go to the top of the Account Details page and click the filter icon found to the right of the search box.
• Find the “Transaction Type” field and select “Credits” for deposits or “Debits” for withdrawals.
• Click “Apply Filters.”
• The specified transactions will now appear based on the selection made.
• You can also change the sort order by Date, Description and Amount

Additionally, you can filter your account details by time period, description name, transaction amount, check number, and category (if you use Personal Finance Manager).

Android freeze/crash

Have you experienced a frozen screen or continuous loading screen upon first opening the app? If this happens, clearing your app cache typically resolves the issue. How to clear the app cache can vary depending on the type of phone and version of your Android device. Look for the application manager through the settings menu. From this screen, locate and select the OnPoint Mobile app and then tap the “Clear cache” button.

Questions?

We are very excited to offer new features with the updated Digital Banking experience and appreciate your patience during the transition from the old system to the new. We know change is not easy, but we truly believe that moving forward, this change will help us better serve you and your banking needs. If you have questions while using Digital Banking, please don’t hesitate to send us a secure message, call or visit a branch. We look forward to helping you!