Online Banking Help & FAQs
What is Online Banking?
Online Banking is a convenient and very secure way to access your account 24 hours a day, 7 days a week, through the Internet. (Refer to the "Online Banking Security" tab below for more details) With Online Banking you can:
- View your account balances
- View your account history (up to 1 year)
- View your eStatements
- View images of cancelled checks and deposits made at a Alive CU ATM or via mail
- View your pending transactions (electronic transactions)
- Transfer funds between accounts in real time
- Make payments by transferring funds to Alive CU loan accounts
- Transfer funds between your Alive CU account and other financial institutions
- Set up Account Alerts to get notified when checks clear, when balances change, or when a deposit is received
Which accounts can I access with Online Banking?
You can access all of your Alive CU accounts and loans.
What do I need in order to begin using Online Banking?
To access your account through Online Banking, you will need the following: Any type of computer that can access the Internet, Internet Service Provider, A Web browser (The latest version or no more than one year old version of Internet Explorer, Microsoft Edge, Firefox, Chrome, or Safari) is required and your Alive CU account number and password to register online.
How much does Online Banking cost?
Online Banking and Bill Pay are both FREE.
Do I need to register?
No. There is no registration necessary. Just click on the Online Banking link on Alive CU Web site, enter your account number and password, and you are ready to use Online Banking.
Do I need any special software?
No. You just need the software that you would usually use to access the World Wide Web, including a Web browser. There are no special Online Banking disks or software required or available.
Can I use Online Banking from any location?
Yes, as long as you have access to the World Wide Web, you may use Online Banking from any location in the world, 24 hours a day, 7 days a week.
If I make a transfer between my Alive CU accounts, how soon are my funds transferred?
Online Banking operates in real time, so transactions are reflected on your account immediately.
If I provide my email address through Online Banking, what will you be using my email address for?
We'd like to have your current email address on record as a way of notifying you regarding important account information. From time to time, with your permission, we may also send you notification about special offers or other information. We respect our members privacy, and will never sell or give your email address to anyone.
Why can’t I log on successfully?
You may be locked out. As a security feature, if you unsuccessfully attempt to log on to Online Banking five times, online access will be denied for your account. This is to prevent someone from trying to guess your password. If you are having difficulty logging on, please call the Online Banking hotline during business hours at 904-296-1292 (1-866-317-4228).
What do I do if I forget my password?
You can reset your password by clicking on the Forgot Your Password; link on web site. You can also call 904-296-1292 (1-866-317-4228) during business hours for further assistance.
The page is not loading properly, what do I do?
If the page does not load properly, you may be hitting a cached version of our site. Press the F5 key on your keyboard to refresh.
What if my account information is not correct or doesn’t appear?
Please call 904-296-1292 (1-866-317-4228) during business hours.
Can the joint owner of my account user Online Banking?
Yes, joint owners can access the account in the same way that you do. Please note that there is only one password allowed per Alive CU account, so if you wish your joint account holders to have Online Banking access, you must give them your password.
Are there limits on the number of transfers I can make?
Money Market Savings are restricted to six electronic transfers made via Online Banking or Telephone Banking per calendar month.
Are there any limits on how many times a day I can log on to Online Banking?
There are no limits on how often you can use Online Banking. Visit Online Banking as often as you like.
Where can I view the Online Banking Disclosure?
You can access the Alive CU disclosures by visiting alivecu.coop or clicking https://www.alivecu.coop/home/disclosures.html
24/7 Monitoring
All Online Banking hardware and software systems are continually monitored to proactively prevent issues from arising.
Account # and Password
An online enrollment is required before the account can be accessed via Online Banking. The enrollment process must pass several layers of authentication before it can be completed.
We require that an account and password be used whenever the account is accessed through Online Banking.
Your online password can be managed from Online Banking. We restrict the use of easily guessed passwords for your own protection.
A series of invalid logon attempts will block the account from further online access, until further verification is completed. Instructions will display on the screen in the event this occurs on your account.
We maintain detailed information on the failure attempts made on accounts.
Encryption/SSL
Our web servers are equipped with a Digital Secure Certificate, encrypting or scrambling information sent to and from the server via Secure Socket Layer (SSL) technology.
Encryption scrambles the data that travels between the server and the browser, only allowing the browser that originated the transaction to decrypt information sent by the server. This eliminates the possibility of tampering or intercepting the information.
SSL is the leading security protocol on the Internet.
Firewalls
Our network is protected from outside intrusion by state-of-the-art redundant and load-balanced firewalls.
These secure mechanisms control and prevent non-authorized access to our internal systems.
Internet Client Browser
We require Internet browsers that support 128 bit encryption, the strongest commercially available protection. This encodes and encrypts all information traveling between your computer and ours.
We also ask that you use the latest version of Internet Explorer or Netscape, since many browser security issues have been addressed in the most recent versions of these browsers. In addition, you should check with your browser provider on a regular basis to install any recent security patches or updates.
You can easily determine if a site is secure. On secure sites, a padlock will be displayed on the right of your browser's status bar, indicating the site is using a digital secure certificate and SSL is in place. See Encryption/SSL below for further details.
Intrusion Detection Systems
This mechanism scans network traffic for any possible malicious attacks to our systems.
Second Authentication
As you log into Online Banking using your usual account number and password, you may be greeted with a new security page. This page will prompt you to select and provide answers to at least four security questions. The information you enter will be stored in Home Banking for future use in helping to confirm your identity. This additional level of authentication will ensure that Home Banking continues to be an extremely safe and reliable system for a long time to come.
Secure Emails
Our Online Banking platform allows you to submit secure e-mail to our support staff.
These emails do not travel over the internet. They are transmitted between our internal servers and are 100% secured.
When our e-mail team responds, they will remove any sensitive data from your original e-mail before they reply.
An example of this e-mail form can be accessed by clicking on the "Contact Us" link found on the top navigation menu.
Server Logs
For your protection we record all online activity in detailed logs. This allows us to investigate problems. Logs are also monitored frequently to identify unusual activity.
Session Timeout
A session timeout will automatically terminate your online session.
A time out occurs when the Online Banking session is idle or inactive for over 9 minutes.
Systems Security Audits
Our systems are frequently audited by outside experts to identify and rectify any vulnerabilities.
Please click here to access our Online Banking disclosure.
Please click here to access our Cross Account Access disclosure.
What does Alive Credit Union do with your personal information?
Why? Financial companies choose how they share your personal information. Federal law gives consumers the right to limit some but not all sharing. Federal law also requires us to tell you how we collect, share, and protect your personal information. Please read this notice carefully to understand what we do.
What? The types of personal information we collect and share depend on the product or service you have with us. This information can include: Social Security Number, Account Balance, Transaction History, Income, Payment History, Employment Information. When you are no longer our member, we continue to share your information as described in this notice.
How? All financial companies need to share members' personal information to run their everyday business. In the section below, we list the reasons Alive Credit Union chooses to share; and whether you can limit this sharing.
| Reasons we can share your personal information | Does Alive Credit Union share? | Can you limit this sharing? |
| For our everyday business purposes - such as to process your transactions, maintain your account(s), respond to court orders and legal investigations, or report to credit bureaus | Yes | No |
| For our marketing purposes - to offer our products and services to you | Yes | No |
| For joint marketing with other financial companies | Yes | No |
| For our affiliates' everyday business purposes - information about your transactions and experiences | No | We don't share |
| For our affiliates' everyday business purposes - information about your creditworthiness | No | We don't share |
| For our affiliates to market to you | No | We don't share |
| For nonaffiliates to market to you | No | We don't share |
| Who we are | |
| Who is providing this notice? | Alive Credit Union |
| What we do | |
| How does Alive Credit Union protect my personal information? | To protect your personal information from unauthorized access and use, we use security measures that comply with federal law. These measures include computer safeguards and secured files and buildings. |
| How does Alive Credit Union collect my personal information? |
We collect your personal information, for example, when you: Open an account, use your credit or debit card, show your government issued ID, apply for a loan, pay your bills. We also collect your personal information from others, such as credit bureaus, affiliates, or other companies. |
| Why can't I limit all sharing? |
Federal law gives you the right to limit only: sharing for affiliates' everyday business purposes - information about your creditworthiness, affiliates from using your information to market to you, sharing for nonaffiliates to market to you. State laws and individual companies may give you additional rights to limit sharing. |
| Definitions | |
| Affiliates | Companies related by common ownership or control. They can be financial and nonfinancial companies. Alive Credit Union does not share with our affiliates. |
| Nonaffiliates | Companies not related by common ownership or control. They can be financial and nonfinancial companies. Alive Credit Union does not share with our nonaffiliates so they can market to you. |
| Joint marketing | A formal agreement between nonaffiliated financial companies that together market financial products or services to you. Includes payment processing companies or nonfinancial companies, such as check printing and data processing companies. |
Other important information
Should you require a paper copy, please contact us at 904-296-1292 and one will be mailed to you within 10 days of the request.
- Browsers: Microsoft Edge, Firefox, Safari, and Chrome. (Internet Explorer not supported)
- Both Android (minimum version 8) and IOS (minimum version 12) are supported.
- Operating systems:
- Windows OS (oldest version supported by Microsoft, at this time that is Windows 8.1.)
- MacOS (oldest version supported is OS X 10.13 High Sierra)
- iOS 13.0 or later is required for our Mobile App.
- iPhone 6, iPhone 6 Plus, iPhone 5S (and older) are not compatible with an operating system update to iOS 13.0
- Other devices not compatible are: 2013 iPad Air (the 2019 10.5-inch iPad Air will be able to run iOS 13), iPad Mini 3, iPad Mini 2, iPod Touch (Six generation and older).
- Mac requires macOS11 or later and a Mac with Apple M1 chip.
- We recommend keepi DETAILS 5 Details NameDetails ContentParagraphTo open the popup, press Shift+EnterTo open the popup, press Shift+Enter Deleteng browser versions up-to-date, as there are frequent updates applied. Having a browser version more than a year old could impact your service experience.
Below are a variety of step-by-step Online Banking instructions to guide you through a variety of actions: