Need help? Choose a topic you need help on:

Online Access

Account Information

Account Transactions

Online Service

What is encryption and why do I need it?

When I select the padlock in Internet Explorer I get a message that says, "This certificate has failed to verify for all of its intended purposes." Is this site secure?

Why have I received and Invalid Character Warning Error (407)?

Sign on and Sign off:

I am a new cardholder, what do I do first?

Can I choose my own username and password?

What should I do if I am having problems signing in to my account?

What do I do if I forget my password?

Can I change my password at anytime?

How secure is my username and password?

I have lost my MasterCard and received a new card. Can I keep my old username and password?

How do I sign out?

What is my browser cache and why should I clear it?

How can I change my password and how often?

Account Information

Account Summary:

What is "last sign in date"?

What does "overview current as of:" mean?

What are recent transactions?

How is my minimum payment calculated?

How is my available credit determined?

How is my current balance determined?

What are outstanding authorizations?

How can I keep a printed record of this account overview?

Recent Transactions:

What are recent transactions?

How can I keep a printed record of these recent transactions?

Statement History:

How many online statements are available for my account?

How do I select a statement date?

How is my current balance determined?

What is my credit Limit??

How is my available credit determined?

How is my minimum payment calculated?

What are promotional balances?

What are considered fees & other charges?

When are credits applied to my account?

How can I obtain more detailed information on my transactions?

What is the difference between the posting and transaction date?

I have a charge on my bill that I didn't authorize. What should I do?

How can I find out the terms & conditions that go with my statement?

How can I print or save a copy of my statement?

Statements:

How am I notified that my statement is available online?

Can I make my credit card payment online?

Can I download my e-statements?

Search/sort):

How far back can my search for transactions go?

Can my search criteria be saved?

Custom Category:

What does the feature help me accomplish?

How can I search for transactions and assign them to a specific custom category?

Download:

How do I download transactions?

I downloaded my transactions, and decided to do some work with my PFM. When I returned to my statement, it had stopped working. What caused this?

How far back can I retrieve transactions?

My PFM is asking me for a starting balance. What should I enter?

If I use 'download statement', do I still have to reconcile my account when my statement arrives in the mail?

I have difficulty downloading transactions, can you help?

All currencies appear in US dollars. How can I change to FOREIGN dollars?

What if I use my PFM software to download transactions from another financial institution as well?

How do I set up my PC in order to view the data downloaded using Microsoft® Money 2005 in FOREIGN date format (DDMMYYYY)?

Account Transactions

Bill Payment:

Can I make a payment online?

How can I make a payment online?

What should I do if I want to mail in my payment but I do not receive a paper statement?

How long will it take for my online payment to post to my account?

Online Services

e-Alerts:

How can I enroll for e-alerts?

How can I unsubscribe to e-alerts?

Credit Line:

How do I increase or decrease my credit limit?

I am blocked from requesting a credit limit change online. What should I do??

Account Changes:

Can I request replacement cards online?

Can I apply for additional cards online?

Can I change my account information online?

If I change my address on the change personal details pages, will that change my address for all my St. Thomas Credit Unions accounts?

Lost or Stolen:

How do I report a lost or stolen card?

Online Requests

Online Inquiries

How long are inquiries saved?

How can I check the status of my online requests?

When should I expect an answer to my online inquiries?

What if I still have a question?

Online Access

What does the Online Access online service offer?

With Online Access Online Services, you can:

  • View your credit card account information and balances
  • View your last 12 statements and download this information to Personal Financial Management (PFM) software or comma delimited files
  • Make a customer service inquiry and track its status
  • Request services online such as credit line increases, PIN reminder, and balance transfers
  • View and edit your personal profile and change your password

How soon can I access my account information?

Once you have successfully enrolled, you will be able to log in to your Online Access Online Services immediately.?

What hardware and software do I need?

To connect to the Internet, you will need the following:

  • A PC using one of the following browser/operating system combinations: our service supports direct browser access via the most recent versions of Microsoft Internet Explorer® and Netscape Navigator® (with 128-bit encryption). Other browsers can be used if they support Java and SSL3 (Secured Socket Layer) for channel encryption
  • Support for beta browsers is not available
  • A browser using 128-bit encryption
  • An Internet Service Provider (ISP) and e-mail account

What browser setting do I need enabled to access?

Your browser must use 128-bit encryption and have JavaScript enabled. By default, JavaScript is enabled in both Internet Explorer and Netscape. Internet Explorer does not allow the JavaScript setting to be changed. Netscape does allow you to disable the JavaScript setting. Instructions for enabling JavaScript in the most recent versions of Netscape are listed below: Netscape 7.0:

  1. In the Menu bar, click Edit, then Preferences. The Preferences dialog box is displayed.
  2. In the Category Menu, click Advanced. The Advanced Settings dialog box is displayed.
  3. Select Enable JavaScript.
  4. Click OK.

Is the online service available 24 hours a day?

Yes. It may be necessary at times, however, for us to perform maintenance. If maintenance is required, services may not be available.

How is my financial information protected?

Security is a partnership between St. Thomas Credit Union and you. St. Thomas Credit Union is responsible for the system and network security. To protect your account information, the following controls are used:

  • Our website provides effective system and network security. Some of the tools we use include strong encryption and secure socket layering
  • Username and password limit system access to authorized individuals. We require that you develop a password that consists of both letters and numbers. Please keep them confidential so others cannot access your information
  • Your browser automatically disconnects you after a period of inactivity
  • Our software requires you to have a recent version of a standard browser, the most secure browser technology currently available

What can I do to protect my financial information?

  1. Keep your username and password secret.
  2. Commit your password to memory; never write it down.
  3. Change your password periodically.
  4. Make sure no one is watching when you log on.
  5. Exit by clicking the "log off" button before you leave your computer.

What is encryption and why do I need it?

Encryption refers to the practice of scrambling data so unauthorized parties cannot decipher it. It is important that your confidential information remain secure as it is passed between your PC and the St. Thomas Credit Union's server. To ensure your information is as secure as possible, we require that your browser use 128-bit encryption. This is the most secure browser technology currently available.

When I select the padlock in Internet Explorer I get a message that says, "This certificate has failed to verify for all of its intended purposes." Is this site secure?

Yes. The Online Access secure site does use secure encryption to protect your account information over the Internet. This is a known bug affecting versions of Internet Explorer 5, 5.01, 5.01 with SP1, and 5.5. By selecting the Certification Path in the same dialog box you will see the message in the bottom field advising that, "This certificate is OK."

Why have I received an Invalid Character Warning Error (407)?

You may encounter an Error 407 - invalid characters message if you have entered an invalid characters into the online web form. This security feature is a warning error that the web server has detected invalid characters. Please use the back button and remove all invalid characters from the information you entered and re-submit.

I am a new cardholder, what do I do first?

In order to access and view your account online, you'll need to register by selecting a password.

Can I choose my own username and password?

You must select your security credentials username and password during enrollment. St. Thomas Credit Union has deemed the security strength you must use for the username and password which most often must each be 8 to 12 characters in length and contain at least one alpha and one numeric character. Username's never change. You can change your password as often as you like.

What should I do if I am having problems signing in to my account?

First, check to be sure you are using the correct username and password. Ensure you have the correct password by clicking the Forgot your password link. If you still cannot log on, write down any error messages you receive and contact customer service at 888-406-4082 or 605-782-3557 outside the US.

What do I do if I forget my password?

If you forget your password, follow these steps:

  1. From the login page click on the Forgot your Password link.
  2. Enter your username, Mother's Maiden Name, Date of Birth, and then click the Continue button. This will take you to the Challenge Question page.
  3. Enter the answer to your challenge question.
  4. If the answer is correct, you will be prompted to create and confirm a new password. Once you create and confirm your new password, your Account Overview will be displayed.
  5. If you cannot remember the answer to your challenge question, please contact a customer service representative at 615-292-7828 to reset your password.

Can I change my password at anytime?

Yes, you can change your password at any time by clicking on online requests and selecting change password. Your new password will take effect immediately. You will not be allowed to re-use a previously used password.

How secure is my username and password?

Your unique username and password give only you access to your accounts through Online Access. All of your credit card information is kept on our servers and information transferred to your computer is done so over a secure connection.
You can help to ensure the security of your information by following these rules:

  1. Keep your username and password secret
  2. Commit your password to memory; never write it down
  3. Change your password periodically
  4. Make sure no one is watching when you log on
  5. Exit by clicking the "log off" button before you leave your computer
  6. Close the browser window

I have lost my card and have received a new card. Can I keep my old username and password?

You must enroll the new card number online and obtain a new password. You can also transfer previous information, such as e-statements and online requests from your lost credit card to your new credit card number. Please contact customer service at 888-406-4082 or 605-782-3557 outside the US and request a transfer of account.

How do I sign out?

To ensure your account information remains private and secure, it is important to exit when you are finished using the system. To exit, click on the log off button. For your security reasons, after 15 minutes of inactivity, you will automatically be signed out. If this happens, just sign in again.

What is my browser cache and why should I clear it?

Caching refers to your browser's ability to store visited web pages on your hard drive. Caching is helpful because it allows a page to be accessed from your hard drive, instead of from an Internet source. This can help you access pages more quickly. However, if your browser retrieves a page from its cache instead of the Internet source, the page displayed may not be the most recent version. It is important to periodically clear your browser's cache so your browser can retrieve an updated version of a page. It is especially important to clear your cache if you have received an error message and are trying to correct the error. See your browser's help menu for more information on performing this function.

How can I change my password and how often?

Your password may be changed as often as you'd like and at anytime. To change your password, go to Online Requests and select Change Password, follow the instructions and your password will be automatically updated. Remember your new password for your next login session.

Account Information

Account Summary

Related Links: Bill Payment, Online Services

What is "last sign in date"?

When you sign in to your St. Thomas Credit Union online account, you are shown the date and time when you last signed in. This is a helpful reminder in case you were wondering when you last accessed your account online.
Occasionally the last signed in time may not be available. This could be because of system maintenance or technical difficulties. Don't worry; your accounts will not be affected.

What does "overview current as of:" mean??

This means that all the information displayed is as of the date mentioned. These are generally all the transactions that have posted to your account as of that date. There may be some outstanding authorizations you have performed that may not have posted to your account as of that date and will be posted within 1 or 2 business days.

What are recent transactions?

The recent transactions section displays your account activity since your last billing statement. It typically takes up to 24 hours before a transaction appears here.

How is my minimum payment calculated?

Payment calculations vary by financial institution. The minimum payment is typically based upon a percentage of the outstanding balance with a minimum payment amount. Other factors such as fees or over credit limit amounts may also apply.

How is my available credit determined?

Your available credit is the amount of unused credit on the account. To calculate this amount, the current balance and any outstanding authorizations are subtracted from the credit line.
AVAIL CREDIT = credit line - (current balance + outstanding authorizations)

How is my current balance determined?

Your current balance is the sum of all purchases, cash advances, finance charges, and miscellaneous fees minus any credits and payments.

What are outstanding authorizations?

When you present your card or credit card number to a merchant for payment, an authorization is created. Until the vendor submits the transaction to the St. Thomas Credit Union for posting, your authorization is considered outstanding. When the St. Thomas Credit Union receives the transaction from the merchant, it is posted to your account, subtracted from your outstanding authorization balance and added to your current balance.

How can I keep a printed record of this account overview?

Click on the "print" button and a printer friendly version will pop up on your screen.

Recent Transactions

Related Links: Download, Search

What are recent transactions?

The recent transactions section displays your account activity since your last billing statement. It typically takes up to 24 hours before a transaction appears here.

How can I keep a printed record of these recent transactions?

Click on the "print" button and a printer friendly version will pop up on your screen.

Statement History

Related Links: Download, Search, Statement

How many online statements are available for my account?

Up to 12 months of e-statements are available for you to view online.

How do I select a statement date?

From your statements page, you may select a different statement date by clicking the drop down menu for the statement date and selecting the date of your choice.

How is my current balance determined?

Your current balance is the sum of all purchases, cash advances, finance charges, and miscellaneous fees minus any credits and payments.

What is my credit limit?

Your credit limit is the amount of credit you are authorized to use by St. Thomas Credit Union. If you exceed the credit limit authorized you may be charged over limit fees. If you'd like to make a credit limit change, you may do so online, just go to online requests and select credit limit change.

How is my available credit determined?

Your available credit is the amount of unused credit on the account. To calculate this amount, the current balance and any outstanding authorizations are subtracted from the credit line.
AVAIL CRED = credit line - (current balance + outstanding authorizations)

How is my minimum payment calculated?

Payment calculations vary by financial institution. The minimum payment is typically based upon a percentage of the outstanding balance with a minimum payment amount. Other factors such as fees or over credit limit amounts may also apply.

What are promotional balances?

Promotional balances are the sum of all cash advances, balance transfers, promotional purchases, and/or convenience checks, and their respective interest charges posted to your account.

What are considered fees & other charges?

Fees and other charges, may be over limit fees, foreign exchange fees, domestic or foreign cash advance fees, a dishonored check fee, quasi cash fees, or statement reprint charges. You may view a complete list and information on fees and charges by clicking "legal stuff" at the bottom of this page.

When are credits applied to my account?

If the letters "CR" appear beside your balance, you have overpaid. We will apply this amount to future charges (including a cash advance, if you wish to take one) or refund if you ask.

How can I obtain more detailed information on my transactions?

From your recent transaction or e-statement page, click on the amount associated with the transaction you would like to view more details on. A transaction details page will be displayed. From that same page you may dispute this transaction by clicking dispute this transaction link.

What is the difference between the transaction and posting date?

The transaction date is the date the transaction took place. The posting date is the date the same transaction was recorded in your account. There may be a delay of 2-3 business days for a transaction to post to your account.

How can I print or save a copy of my statement?

You can print a copy of your statement by clicking the 'Printer Friendly Version' link after you've selected the statement you want to print. If you would like to create and save a .pdf version of the statement, you can go to http://www.cutepdf.com/ and download their free software. Once installed, select the Cutepdf printer icon and the statement will be saved in .pdf format in the location you specify.

Statements

Related Links: Bill Payment, e-Alerts

How am I notified that my statement is available online?

Once you have enrolled in Online Access, you will automatically begin receiving e-alerts to your email address specified during enrollment. You will have the ability to modify the e-alerts. If you would like to customize your e-alerts, go to Online Requests, select Email Alerts and make your customizations.

Can I make my credit card payment online?

Yes, you may make a credit card payment toward your credit card balance through this site. You must first enroll your checking or savings account information that you will use to fund your payment. Multiple payment options exist: Pay the Minimum payment due; Pay the current balance; or enter a payment amount. You can not pay more than the current balance on your account.

Can I download my statements?

Yes. On your statement scroll down to the bottom and select download my statement.

Search (on search/sort):

Related Links: Custom Category

How far back can my search for transactions go?

If you select Search, you can specify the type of activity you would like to see by specifying your own criteria; i.e. transaction type, date, amount, etc. Your search will include all the data available for your account online, transactions on up to 12 monthly statements.

Can my search criteria be saved?

Yes. You can save a Search criteria by giving it a name and clicking on the Save button.

Custom Category

Related Links: Search

What does this feature help me accomplish?

This feature allows you create customized categories for your transactions to help your sort them more efficiently; i.e. business, personal, home etc. You can create as many custom categories as you wish.

How can I search for transactions and assign them to a specific custom category?

5 Easy Steps:

  1. For example, set up a Custom category for Business tracking purposes. Go to For example, set up a Custom category for Business tracking purposes. Go to Custom category and create Business. and create Business.
  2. Using the Search function from the left menu, search for all transactions that best fit the category. For example, do a search for all transactions on your September statement that are $10 and click Search. The result will be all the transactions that match the criteria you specified. You would review the transactions displayed and if you wish, you may associate the transaction with a specific custom category (in this example Business) for future reference.
  3. The next step would be to view the details of a specific transaction by click the amount of the transaction.
  4. Once you have reviewed the details of the transaction, you can associate the transaction with a specific Custom category that you established; i.e. Business. If you don't already have a custom category established or would like to create a new one, you can create one on the fly by entering a new custom category name in the text box and click "Add to the list".
  5. Click Return. The return button associates the custom category selected to the transaction. Once the assignment completed, you will be returned to the original search results to view any other transaction details (Step 2).

Download

How do I download transactions?

You must have a personal finance management (PFM) program before you can download transactions. We recommend a version of Quicken or Quickbooks 2005 or higher, or Money 2005 or higher. If this is your first time downloading transactions, select the help of your PFM link to walk through specific setup instructions. You may download your transactions via OFX or IMPORT file formats using either Quicken 2005 or higher or Microsoft Money 2004 or higher, or you can create a comma delimited file. Other versions or personal finance management (PFM) programs are not supported. The download button is located at the bottom of all your e-statement pages.

I downloaded my transactions, and decided to do some work with my PFM. When I returned to my e-statement, it had stopped working. What caused this?

Your session will automatically time out after 15 minutes of inactivity. In this case, you will need to sign in again.

How far back can I retrieve transactions?

The range of transactions available is dependent on transaction data available, to a maximum of 12 monthly statements.

My PFM is asking me for a starting balance. What should I enter?

Leave the opening balance blank. Your PFM calculates it for you, based on your current balance and the transactions being downloaded.

If I use 'download transactions', do I still have to reconcile my account when my statement arrives in the mail?

If you are using Microsoft Money, Quicken 2002 or higher: You don't need to reconcile your account, since you're getting your statement electronically. However, you will have an opportunity to review each transaction before it is entered into your account register.

If you have manually entered data into your account register: Quicken 2002 or higher will match previously entered transactions and give you the option of accepting the match or un-matching the transaction. Quicken 2002 or higher will also provide you with the opportunity to reconcile your account against the downloaded transactions or against your paper statement. Microsoft Money will highlight any transaction, which appears to be a duplicate and give you the option of ignoring it or entering it.

If you use earlier versions of software: When you import the statement data into your PFM, it merely enters the data into your account register. You still need to reconcile your transactions when your statement arrives. However, this process will be much simpler since the transactions you've imported should be the same as the ones on your statement.

I have difficulty downloading transactions, can you help?

View the downloading instructions and troubleshooting section of this user help page. For further help, please contact your PFM technical support. St. Thomas Credit Union Card Service Center does not provide support for personal finance management programs.

For Quicken: Quicken within your Quicken software, select Help, then Product Support for information on how to contact Intuit for support via phone, e-mail or at their web site.

For Microsoft: Call Microsoft Customer Support at (905) 568-3503 (regular long distance charges may apply). All others: Please call your PFM support line.

All currencies appear in US dollars. How can I change to FOREIGN dollars?

Ensure you have selected FOREIGN in your Windows regional settings prior to installing you PFM. This will set the correct currency and date settings.

What if I use my PFM software to download transactions from another financial institution as well?

If you already use the download feature with other financial institutions, this will not affect your accounts with other financial institutions.

How do I set up my PC in order to view the data downloaded using Microsoft® Money 2005 in FOREIGN date format (ddmmyyyy)?

The following instructions are for Windows XP, but can be utilized for all version of Windows platform (but may require some tweaking):

  1. Select START.
  2. Select SETTINGS.
  3. Select REGIONAL and LANGUAGE OPTIONS.
  4. Select CUSTOMIZE.
  5. Select DATA tab.
  6. Adjust SHORT DATE FORMAT as required (for dd/mm/yyyy).

This will be a global setting for all applications running on this PC, and will affect all date formats in use.

Account Transactions

Bill Payment:

Related Links: Account Overview

Can I make a payment online?

You can choose to make your payment electronically using Online Access. It is fast easy and secure. Alternatively, if you choose to remit a paper check, you can select the Remittance link found on your e-statement.

How can I make a payment online?

You may make a credit card payment toward your credit card balance through this site. You must first enroll your checking or savings account information that you will use to fund your payment. Multiple payment options exist: Pay the Minimum payment due; Pay the current balance; or enter a payment amount. You can not pay more you're your current balance.

How long will it take for my online payment to post to my account?

Your payment if made using Online Access will post within 1 business day(s) to your account based on the date it was received.

Online Services

Related Links: Credit Line, Statements

e-Alerts:

How can I enroll for e-alerts?

When you register online you will automatically be enrolled to receive the 3 standard e-alerts. You have the option to customize the frequency at which you receive the e-alerts or unsubscribe to one or all of them. To enroll or change your Email Alert selection, go to Help Center, click on Email Alerts.

How can I unsubscribe to e-alerts?

To unsubscribe to e-alerts select online requests, click on Help Center, click on Email Alerts and deactivate the e-alerts you no longer want to receive. Keep in mind that e-alerts are optional as long as you are not enrolled to receive e-statements only. Once you enroll to receive e-statements and your paper statements are turned off, your e-alerts may not be deactivated.

Credit Line:

How do I increase or decrease my credit limit?

You may request a credit limit change by calling 615-292-7828 .

Account Changes:

Can I request replacement cards online?

If you or an authorized member of your household needs a replacement card, you can submit this request online. Simply go to Account Maintenance and click Replacement Cards. Simply follow the prompts to complete the process.

Can I apply for additional cards online?

You may request additional cards by calling 615-292-7828 .

Can I change my account information online?

You may update your billing address and phone number, as well as your email address online. To make a change your information, go to Online Request and select Change Your Info. Changes will take effect upon successful authentication. To update your name, please contact our Card Service Center at 615-292-7828 .

Lost or Stolen:

How do I report a lost or stolen card?

Contact us immediately at 888-406-4082 or 605-782-3557 outside the US. Please have your credit card number handy so we can cancel the lost/stolen card immediately.

Online Requests

Online Inquiries

How long are inquiries saved?

Your inquiries are saved and available for viewing for one year. After one year, they are removed from the system.

How can I check the status of my online requests?

You may view the status of all your online requests by going to Online Requests, clicking Get Messages, and selecting the inquiry number.

When should I expect an answer to my online inquiries?

You will receive a status update on your online requests within 1 to 2 business days.

What if I still have a question?

You may submit any additional questions by going to Online Requests and selecting Make an Inquiry