SEFCU OnLine, our free convenience service, offers you access to your SEFCU accounts via the Internet, any day, any time. In order to help you better understand SEFCU OnLine and its many benefits, we have developed the following Frequently Asked Questions (FAQs).

About SEFCU OnLine.

Q. What is SEFCU OnLine?

A. SEFCU OnLine is the newest way to securely view information about your SEFCU accounts and to make transactions directly from your personal computer over the Internet. Updates to your account are done in "real time" -- that means you can verify your transactions immediately after they are completed

Q. What credit union business can I conduct on SEFCU OnLine?

A. You are able to do a wide variety of transactions using SEFCU OnLine, including:

• Look up account balances.
• Obtain detailed account history, maturity dates of certificates, and selected SEFCU loan information.
• View, print, or download chronological account histories with Quicken® or Microsoft Money®.
• 24/7 access to view, print or save your cleared check images.
• Perform transfers, that will post instantly, among your accounts or to other pre-designated SEFCU accounts.
• Make SEFCU loan payments (some restrictions apply*).
• Re-order checks or place stop payments on checks (Standard SEFCU fees apply).
• Request address changes
• Track the value of Stocks you specify. (Stock quotes have a delay of at least fifteen (15) minutes.)
• Communicate with specially trained SEFCU OnLine member representatives via secure OnLine E-Mail.

A. No. In keeping with our credit union's philosophy of minimizing fees for our members, access to your accounts via SEFCU OnLine is FREE. The only fees assessed are for those transactions that normally carry a fee, such as check re-orders, check copies and stop payments.

Security Features

Q. Is SEFCU OnLine secure?

A. SEFCU OnLine is designed with several state-of-the-art security features to keep your account information safe. These features include:

• Log-in attempts are limited to five consecutive attempts. On the 6th bad log-in attempt, a block is placed on your SEFCU OnLine account to prohibit unauthorized users from making multiple attempts to access accounts. If your access is blocked, you must call or visit SEFCU to reset your SEFCU OnLine Password.
• Users may select time-out limit of 5 (default) to 60 minutes on each SEFCU OnLine session. Although we do not encourage anyone to leave a computer unattended while logged in, this keeps your accounts secure if you inadvertently leave your computer while you are working in SEFCU OnLine. If you need more time to complete your transactions, simply log-in again and continue.
• There is a six-transaction limit on transfers from savings accounts each month. This Regulation D limit includes pre-authorized debits and transfers over the phone or through SEFCU OnLine. Transfers to SEFCU loans and check withdrawals are not counted in the transfer limit.
• 128 bit encryption feature is supplied with the latest versions of qualified browsers. This automatic encoding of data makes information virtually unreadable by anyone other than you and SEFCU. For best results, review the SEFCU OnLine configuration requirements for your browser.
• SEFCU has also incorporated a firewall and industry "best practices" into our security system to protect your accounts.
• For more information on security click here.

A. Encryption is the transformation of electronic information into a code that is "agreed upon" by your computer and ours at the beginning of each SEFCU OnLine session. This code appears as gibberish to anyone else trying to view the data. SEFCU OnLine's encryption offers billions of different possible codes and every time you sign on, a different code is used. This feature makes it nearly impossible for anyone to gain access to your account without your permission.

 Q. What is a firewall?

A. A firewall is computer hardware and software that monitors all SEFCU OnLine traffic and records information about each transaction. The firewall guards SEFCU's entire network against attempts by unauthorized parties to break into the system.

Q. I encountered a dialog box stating 'Certificate Authority Is Expired' when I tried to access one of SEFCU's secure pages. What do I do?

A. This dialog box appears on some older browsers that are not supported for use with SEFCU OnLine. Please upgrade your browser to one of the versions listed below that is compatible with our enhanced SEFCU OnLine service.

Enrollment and Access to SEFCU OnLine

Q. How do I enroll in SEFCU OnLine?

A. The fastest and easiest way to enroll is to download the enrollment form¹, complete it, and fax it with a copy of your driver's license. We'll do the rest. Or you can enroll at any SEFCU Financial Service Center.

If you are unable to print the form from your current location and would like to have one mailed to you, please contact a member representative at (518) 452-8183 or (800) 727-3328 between the hours of 8am - 5pm Monday through Friday and 8am - 1pm on Saturday.

 ¹ To download Adobe Acrobat Reader, click here.

Q. Do I need special software to access SEFCU OnLine?

A. You do not need additional software if you have a computer with Internet access and one of the following browsers:

Supported 128-bit Browsers

• Microsoft Internet Explorer 5.0 or higher
• Netscape Navigator 4.7

Macintosh Compatibility

Macintosh users need to upgrade to Internet Explorer 5.0 or later. You can download the newest version for free at http://www.microsoft.com/mac/download/en/default.asp

AOL Compatibility

To access SEFCU OnLine, you will need to use AOL's 32-bit version software (with 128-bit encryption). Currently, 32-bit AOL version 5.0 and higher browsers are supported. If you are using Windows 95 and above, you will be able to run the 32-bit version of the AOL software. You may also wish to refer to the online help information on the link "Important information for AOL users, click here" on the SEFCU OnLine log-in page.

Q. How do I find out what version of a browser I am using?

A. Follow the instructions listed below for your browser:

Internet Explorer Users

• Open the browser.
• At the top, click on "Help."
• Select "About Internet Explorer."

Netscape Users

• Open the browser.
• At the top, click on Help."
• Select "About Netscape ( or Communicator )."

Q. Where can I obtain browser updates?

A. You can obtain updates by following the directions below for your current browser:

Internet Explorer Users

You can download the newest version for free at http://www.microsoft.com/windows/ie/default.htm. Click on the "download" tab to execute the upgrade. If you do not have a high speed Internet connection and wish to order the upgrade on CD-ROM, instead of downloading it, you may purchase the latest version by clicking on the "Order the CD" tab on the above link.

Netscape Users

You can download the newest version for free at http://home.netscape.com/security/index.html. Click on the "download" tab at the top of the page to execute the upgrade. If you do not have a high speed Internet connection and wish to order the upgrade on CD-ROM, instead of downloading it, you may purchase the latest version at http://cd.netscape.com/

Macintosh Users

Members using Internet Explorer 4.01 for Macintosh need to upgrade to Internet Explorer 5.0 or later. You can download the newest version for free at http://www.microsoft.com/mac/downloads.aspx#IE. If you do not have a high speed Internet connection and wish to order the upgrade on CD-ROM, instead of downloading it, you may purchase the latest version by clicking on the "Order the CD" tab.

Q. What Browser Configuration Settings are required to use SEFCU OnLine?

A. Both Javascript and cookies must be enabled in the browser to access SEFCU OnLine.

Internet Explorer 5.x Browser Settings

1. Click on "Tools."
2. Select "Internet Options."
3. Click on the tab "Advanced."
4. To enable Java under Java VM make sure "Java JIT compiler..." enabled checkbox is selected.
5. Under Security, make sure the checkbox for "Do not save encrypted pages to disk" is blank.
6. Click on the tab "Security."
7. Click on the button marked "Custom Level".
8. Under Java, make sure the radio button is set to Medium Safety.
9. Under Scripting of Java applets, make sure the radio button is set to Enable.
10. Under Cookies, "allow per-session cookies (not stored)," make sure the radio button is set to Enable.
11. Under Cookies, "allow cookies that are stored on your computer," make sure the radio button is set to Enable.
12. Click on OK until exited completely from options.

1. Click on "Edit."
2. Select "Preferences."
3. Double click on "Advanced."
4. Make sure the checkbox for "Enable Java" and "Enable Javascript" are selected.
5. Make sure the radio button box for "Accept all cookies" is selected.
6. Click on OK until exited completely from options.

1. Click on "Start."
2. Click on "Settings."
3. Choose "Control Panel."
4. Click on the "Internet" icon.
5. Click on the tab marked "Advanced."
6. Under Security, make sure the checkbox for "Do not save encrypted pages to disk" is blank.
7. Under Cookies, make sure the radio button is set to "Always accept cookies."
8. To enable Java, under Java VM make sure "Java JIT compiler..." enabled checkbox is selected.
9. Click on OK until exited completely from options.

A. No. At this time, the WebTV browser is not compatible with the enhanced, Y2K compliant version of SEFCU OnLine. Web browser software supplied with WebTV does not provide the same interface as Netscape and Internet Explorer browsers and may not function properly while accessing SEFCU OnLine. We have contacted WebTV regarding this issue to determine if they have plans to upgrade their browser to meet current industry standards used in SEFCU OnLine. To date, they have not indicated whether or not such an upgrade will be made available. We will continue to monitor the current situation and, should WebTV make enhancements that will again allow the use of SEFCU OnLine, we will notify our WebTV users.

Q. How do I access SEFCU OnLine once I've enrolled?

A. You can access SEFCU OnLine using either one of the methods listed below:

From this page

Click on the "SEFCU OnLine Log-in" link on the left side of the screen.

From the SEFCU Home Page (http://www.onlinesefcu.com)

Click on the "SEFCU OnLine Log-in" link on the left side of the screen.

Q. What Information do I need to Access SEFCU OnLine once I've enrolled?

A. Depending on whether or not you have used the new SEFCU OnLine before, choose the appropriate steps listed below:

First-time Users

You will be prompted to enter your Member Number and a Password. Enter your account number in the Member Number box. Enter your DIAL PIN in the Password box. You will be prompted to review and accept or decline the SEFCU OnLine disclosure. If you choose to accept the SEFCU OnLine disclosure, you can proceed with the Log-in process. Once logged in you will be prompted to create a new Password to use exclusively for subsequent log-ins to SEFCU OnLine.

SEFCU OnLine Password Requirements

• Must be 6 characters in length.
• Must contain at least 1 alphabetical character (eg. A-Z, a-z)
• Must contain at least 1 special character (eg. !@#$%^&*)
• Passwords are case sensitive (eg. a password of "12abc&" is not the same as "12ABC&")

Once logged in, a "Forgotten Password" validation screen will be displayed. Please refer to the "Forgotten Password" feature Q&A within this document.

Note: Members who do not already have access to DIAL (SEFCU's telephone response system) should contact the Call Center and enroll. A temporary PIN will be assigned to allow access to both SEFCU OnLine and to DIAL.

Returning Users

You will be prompted to enter your Member Number and Password. Enter your account number in the Member Number box. Enter the new, six-character SEFCU OnLine password you created during your initial visit to the new SEFCU OnLine in the Password box.

Note: You will continue to use the same PIN as used in the past for DIAL. The new, six-character password you created is to be used exclusively for added security when accessing SEFCU OnLine.

Returning Users who have been "Locked Out" due to exceeding the maximum number of bad-log-in attempts allowed

If the message "...For security reasons, this account has been locked out ..." displays when you try to log-on, you can use the "Forgotten Password" feature, call or visit SEFCU to reset your SEFCU OnLine password. Once your SEFCU OnLine password has been reset, please follow the instructions for the "First Time Users" described in this document.

Forgotten Password Feature

Q. I recently logged in to SEFCU OnLine and a “Forgotten Password Validation Information" screen was displayed. Why?

A. SEFCU OnLine has a new feature to assist you if you forget your password. It allows you to answer 3 pre-selected questions that serve as future verification if you forget your password.

Q. How do I activate the Forgotten Password feature?

A. Log in to SEFCU OnLine using your current password. You will be presented with a “Forgotten Password Validation Information” screen and asked to answer 3 of 12 questions. Your answers will serve as verification of your identity when you forget your password, or when you wish to make changes to your password. (Note: your answers are case-sensitive.) Verify your e- mail address by re-typing it and then click “continue” at the bottom of the page. It may take several minutes for your SEFCU OnLine accounts access page to appear.

Q. Do I have to enroll in this feature?

A. Doing so will save you time should you ever forget your password, but enrolling is not required. If you do not wish to activate this feature, simply click on the “Opt-Out” box near the bottom of the page.

Q. Is this information secure?

A. Absolutely. The system saves this information, but it’s only accessible by you. The Forgotten Password feature offers added security by notifying you by e-mail whenever an attempt to reset your SEFCU OnLine password has been made - whether the attempt succeeded or failed. When activating the Forgotten Password feature, select questions that you can easily remember, along with their answers. DO NOT print, store, save or share this information with anyone. This information can be used in the same way that your password is used to gain access to your SEFCU accounts.

Q. Why are the questions about favorite things?

A. Your answers to these types of questions are least likely to be guessed by anyone else. Unlike data questions (for example, your child’s birth date or your eye color), only you will know the answer to your favorite things in 3 separate categories.

Q. What do I do if I forget my password?

A. If you have activated the Forgotten Password feature, do not try to log on. Just choose the “click here” link at the bottom of the text on the SEFCU OnLine login page. When you see the “Forgotten Password Retrieval” page, enter your account number. Then answer your previously chosen 3 validation questions correctly. (Remember, your answers are case-sensitive!) Next, create a new password. You will be returned to the SEFCU OnLine login page where you can enter your new password to access your account.

Q. If I forget my password and choose not to use this service, can I still access my account on line?

A. Yes. You can still access your account on line, however, you will need to contact the Call Center to reset your password which could take as long as 24 hours.

Q. When I validated my 3 questions I noticed that an old e-mail address is listed. How do I update my e-mail address?

A. Do not attempt to change your e-mail address from the “Forgotten Password Validation Information” page. Instead, once logged in to SEFCU OnLine, click on “Member Options”, located on the top and bottom navigation bars. You can check to see what e-mail address is currently on file, and update it if you desire.

Q. What happens if I forget my password and the answers to the 3 identifier questions?

A. If you forget your password, and the correct answers to the questions that identify you, contact the Call Center to have your password reset.

Using SEFCU OnLine

Q. If I make a mistake while using SEFCU OnLine, can it be corrected?

A. Yes. You will be able to reverse any transfers made from one share to another (with the exception of the Holiday Club) by simply doing the transaction in reverse (e.g., if you transfer $100 to your checking from your Mint savings account in error, simply transfer the $100 back to your Mint share account from your checking to fix the error). However, if a transfer is mistakenly made to a loan or to another account number, then you must contact a SEFCU representative immediately to correct the transfer.

Q. Can I make transfers to another SEFCU account?

A. Yes. You may perform transfers involving up to nine other account numbers, as long as you designate the accounts prior to attempting the transfer. If you do this type of transfer, the system will give you a confirmation of the receiving account number and the amount transferred for your records. You will not, however, receive any other information (i.e., balances, etc.) in regard to the other account. After your initial enrollment, if you wish to designate additional account numbers to which you can transfer funds, simply call us at 452-8183 or 800-727-3328. When performing transfers, you must know the account number and suffix codes to transfer to:  

 Q. Why doesn't my transfer of funds always show immediately in my account history?