Do More! Salal’s improved online services

Friday, June 22nd, 2012

For general Online Banking and Bill Pay questions, check our Frequently Asked Questions.

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NEW: Help for Mac users!

IMPORTANT UPDATE
SUPPORTED BROWSERS FOR ONLINE BANKING:

  • Current and prior major releases of Microsoft Internet Explorer (IE) and Firefox.
  • Safari 5.1.7 ONLY (5.1.4, 5.1.5 are not supported)

If you currently pay bills with Salal’s Bill Pay, your Bill Pay history will be available back to February 2011. When you log on to the new Bill Pay, you’ll find your history under a special tab.

Coming July 23! We think members are going to love our new Online Banking and Bill Pay, where users will be able to do much more with increased security. To make sure you’re ready to go on July 23, here are a few things you need to know:

Logging onto the new system for the first time is easy! (Click here for a printable version of these instructions.) Simply go to our website, salalcu.org, and find the Online Banking log in box on the upper right-hand corner of your screen. For the first-time log in only, your User ID is your Salal member number, and the password is the last 4 digits of the primary member’s Social Security number.

You’ll have the opportunity to review and accept our Online Banking agreement, after which you’ll be asked to create your new User ID and password.

  • User IDs may be between 4 and 12 characters long and must start with a letter.
  • Passwords may be between 6 and 10 characters long, and 2 characters must be non-alpha (numbers or special characters such as *&%). Please note @ is not an eligible character.

Now it’s time to choose your watermark. This image, chosen by you, will appear on every page of Online Banking. If ever you don’t see your image, log off immediately and contact Salal CU—your watermark is your guarantee that you’re on Salal’s secure Online Banking site.

Finally, choose your security questions and answers. These help us identify you. If there is action on your Online Banking that seems uncharacteristic, or if you log in from a computer our system doesn’t recognize, we’ll request the user answer the security questions you’ve established. It’s unlikely a random hacker knows your first pet was named “Thumper,” and the security questions may help protect against fraudsters tampering with your account.

If you’re already registered with Salal’s Online Banking and/or Bill Pay,

  • Bill Pay users:
    • Existing Bill Payees, automatic payments and recurring bill payments will automatically transfer from the current system to our new system.
    • With the new Bill Pay, payments sent by check will be deducted from your account when the recipient deposits the check, not when you enter the payment. This may take a day or two longer than you’re used to, so be aware your account balance may not immediately reflect the payment deduction. Payments sent electronically will be deducted when sent.
    • On the new system, Bill Pay requests or changes to existing bill payments submitted by noon on a business day will occur that day; requests submitted after noon will take place the following business day.
    • Your Bill Pay history will be available back to February 2011, so it’s not necessary to download your history. However, should you wish to download Bill Pay history from the current system before July 19 at 2 pm, here’s how.
    • If you have payments by eBill, you’ll need to set up those payees on the new system, as they will not automatically transfer. Click here for instructions.

Quicken users: You’ll need to recreate your Quicken account on the new system on or after July 23. Here are some recommendations to ensure your Quicken downloads work smoothly after our upgrade:

  • Before July 20, you may want to download your transactions to Quicken. Online Banking downloads will be unavailable from July 20-23.
  • Before July 20, deactivate the automatic download to your current Quicken. Not deactivating the automatic download could result in a duplication of accounts when you reregister with Salal’s new Online Banking program. Deactivating your account prior to our upgrade should avoid this problem.
  • On or after July 23, reactivate your Quicken from our new Online Banking.

Post-Conversion questions? These Frequently Asked Questions may provide answers. Still having issues? Contact Quicken support.

If you’re not currently an Online Banking user, please note the current system will be unavailable for new enrollments after July 14. Our new system will be available beginning July 23.

Important Dates

July 19 at 2 pm: last day to schedule a new bill payment.

July 20 – July 22: Online Banking is in View-Only mode. No transfers can be made via Online Banking during this time. Please use our Phone Access Line (PAL), call or visit a branch: 800.562.5515 or 206.298.9394 (option 1 for PAL).

July 23: Our new Online Banking and Bill Pay are live!

 Here are some of the expanded features Salal Online Banking and Bill Pay users will enjoy:

  • My View. Arrange your financial information the way you want it. Moveable “widgets” allow you to set up your Online Banking dashboard so you can see at a glance the information most important to you:
    • your Salal accounts and balances, including checking, savings, loans and credit cards;
    • secure messages from Salal in your inbox;
    • recent transactions and transfers;
    • “Did You Know” tips to help you make the most of your Online Banking
  • From My View you can also:
    • quickly arrange a transfer between your accounts, and
    • download account reports to Quicken, MSN Money, Excel spreadsheets and more.
  • Customizable alerts. Receive alerts when balances get above or below a certain amount you specify, or if a large transaction is conducted on your account. You can even send yourself a reminder of birthdays, anniversaries and other important dates! How you receive your  Online Banking notification is also up to you: be alerted via email, text message, at login, or all three.
  • Enhanced security. Our new Online Banking and Bill Pay are even more secure. The higher security requires just a minute or two of extra setup, but it’s quick, easy and worth the effort. We’ll provide instructions for logging in, so stay tuned to our website (salalcu.org) and blog (salalcublog.org) for details.
  • Pay anyone. At Salal CU, we really like this feature and think you will too. Through Bill Pay, you can deposit money into someone’s account with just their email. Forgot your wallet at home? No worries, you can still go to lunch and immediately reimburse your buddy for your portion of the bill, electronically! It’s simple, secure, and all financial information remains confidential.
  • Bill Shrink. Get coupons and other offers directly from Online Banking and save money on the goods and services you already buy!
  • Gift checks. More flexible than gift cards and much more secure than cash, gift checks are the perfect way to send someone the gift that always fits: money! Via our Bill Pay system, funds plus a small fee are debited directly from your account, you provide the personal message, and we’ll send the check with a card. Gift checks are easy, secure, and always welcome!
  • Rush payments. It happens to everyone—a bill gets lost in the pile of mail on the table, and suddenly you’re facing a late fee or interest rate increase. We’ve got you covered. For a small fee, you can still get that payment in on time, via Bill Pay’s Rush Payments service.
  • Live Chat. Need help with Bill Pay? Request an electronic chat with a technician! Help is available Monday to Friday, 4:30 am to 11 pm PST. You can also call 855.207.9100 for assistance during these hours.

These are just some of the features our new Online Banking and Bill Pay offer, and we have even more in store which we’ll be rolling out later in the year. Stay tuned for more information as we get closer to our launch date! If you have questions, please feel free to visit your branch or call us at 800.562.5515 or 206.298.9394.

For a printer-friendly version of this information, please click here. For general Online Banking and Bill Pay questions, check our Frequently Asked Questions.

64 Responses to “Do More! Salal’s improved online services”

  1. This sounds great and I look forward to it.
    Is there a way that we can get a Print Friendly version of all this information? (Or you send it as a hard copy by U.S. mail?)
    Thanks

  2. The last time you made changes to online banking I could no longer look at check images for past checks. There was no warning about this, so I couldn’t even look up information I needed ahead of the change. What are the gotcha’s with this change?

  3. Ellen,

    Thanks so much for a great suggestion! I’ve added a link to a printer-friendly Word document at the bottom of the article. Please let me know if this doesn’t work for you.

    Thanks again!
    Shannon

  4. I’m not sure I understand the following statement, ” Your Bill Pay history on the current system will not transfer to the new system. However, if you need to see past payments to a specific company, you can easily search for them on the new Online Banking system.” Does this mean that my payments to Specific Company A made BEFORE July 23, 2012 will or will not be available on the new system (if I search for them under Specific Company A)?

    Thanks,

  5. Does this mean I will have a different user name and password to logon to the website and to the bill pay?

  6. Maria,

    I’m sorry for the inconvenience and frustration you experienced with the check image issue. Our goal is to understand and communicate all changes that will impact our members so they can be prepared.

    There are a couple of minor inconveniences with this upgrade that will impact a small number of members who will be contacted directly. This would be for members who currently receive ebills, as these will need to be re-established, and for members who use Quicken. They’ll need to take a couple of extra steps the first time they download. As for check images—there will be no change in viewing check images with our new Online Banking.

    We hope you’ll truly be able to appreciate the greatly expanded functions and features of our new Online Banking and Bill Pay! Providing the best possible service is always our goal.

    Thanks for your response,
    Shannon

  7. Will I be able to transfer money to or from my Salal account to another bank account I have?

  8. Ken,

    Thank you for your question. The first time you log on to the new Online Banking and Bill Pay on or after July 23, your User ID will be your member number. Your password will be the last four digits of the primary account holder’s Social Security number. Once you’re logged on that first time, you’ll be prompted to change your User ID and password. Our new system includes some security upgrades, including User ID and password. Depending on what your password is now and if it meets the requirements, you may be able to use the same one, but you will not be able to use your member number as your User ID.

    Does that answer your question? Please let me know if it does not, and I’ll try to clarify further. Thanks again for your comment!
    Shannon

  9. Linda,
    Thank you for your question. After the switch to our new Bill Pay, you’ll begin building a history in the new system. Your current history (payments made prior to the switch) will not transfer to the new system. However, you will be able to see all your past Bill Pay payments to Specific Company A (back to February 2011) by looking at the transaction history of the checking account from which you pay your Specific Company A bills, via the “search” function. Please keep an eye on our blog and our website for FAQs with more detailed instructions.

    I hope this answers your question. Please let me know if you’d like more information.
    Shannon

  10. i do not like having a checking account – i always got into trouble with them – hence my love affair with online banking. now you are turning it into a checking account because i cannot see the actual account balance immeciately. once all my bills are paid i work on a cash balance and knowing my account balance is important. i realize you are not going to be able to do anything about this – just wanted to vent my disapproval and disappointment.

  11. Dale,

    Update to your question: YES! you can transfer money to your account at another financial institution. From our new Bill Pay, you’ll choose “transfer” and add your account as a “transfer account.” You’ll be able to activate the account, select it, and then set up a scheduled, single or recurring transfer.

    To do this, you’ll need the routing number, account number and account type (eg checking).

    Shannon

  12. Preston,

    Thank you for your comment. You are correct that, when you pay via our new Bill Pay, the money isn’t subtracted from your account until your payee receives and cashes the check, and therefore the balance showing may be confusing. We are working to move vendors to electronic payment versus check payment so more payments will be deducted sooner.

    Please also remember that different types of transactions will clear a checking or savings account at different times, which is why it is important to track your spending. It’s also helpful to set up your account with overdraft transfers from another account, credit card or line of credit.

    Thank you for letting us know your opinion on this.
    Shannon

  13. Just because you CAN do something, doesn’t necessarily mean that you SHOULD go ahead and do it. I was happy with the bill pay system as it was. However, because you will make these changes anyway, here is my questions:
    I make donations to charities, but they change from time to time. Currently, I have them all designated as CHARITIES, just as phone, water, sewer are designated as UTILITIES. At tax time, this designation is important for me. Will I have access to my 2012 charitable contributions?
    Will I need to make any notification to payees who are scheduled to automatically deduct payments (such as an auto loan, etc.)?

  14. Will there be a access to mortgage information ?

  15. I now pay though BOA’s Pay Bill. Will my previous payments be reflected in the new system? Do I still have to register before July 14?
    Thank you

  16. How does someone get their money from an email?

  17. Judy,
    That’s an excellent question! Actually what happens is this: say I owe you money for lunch. I go to my Salal Bill Pay and add you as a payee. I enter in your email address, and Bill Pay sends you an email with a code word you and I have previously agreed on. You follow the link in the email, enter the code word, and as long as our code words match, you can have the funds deposited to the account of your choice. No financial information changes hands between us, and the exchange is confidential and secure!

    Thanks for asking!
    Shannon

  18. Donn,
    Yes, there will be access to mortgage information. In fact, with the new system, you should also be able to see your open date, escrow payment amount and any late fees.

    Thank you for asking!
    Shannon

  19. Harriet,
    Thank you for your question! It appears that you don’t need to do anything. Our Online Banking upgrade shouldn’t affect your B of A Bill Pay at all. You don’t need to register. Previous payments to Salal should continue to appear in your B of A Bill Pay, and you’ll be able to see your Salal accounts in our new system.

    I hope this answers your questions. Please feel free to call us or comment here if you have further concerns! (800.562.5515)
    Shannon

  20. This really sounds exciting. Am looking forward to the “new” online banking. Thanks for trying to keep us in the “21st” century.

  21. Patricia,
    Thank you for your comment. We are excited too–the new Online Banking and Bill Pay are rich with features and have state-of-the-art security. We think our members will really enjoy the expanded range of functionality.

    Thank you!
    Shannon

  22. Phyllis,
    Thank you for your comment. I understand it can be frustrating to have to learn a new program when you are comfortable with the old, but I think in time you’ll like the new Bill Pay even better. You’ll be able to do more with it, and it’s even more secure.

    That said, it appears your folders with your designated payments will not transfer from the old Bill Pay to the new. You will be able to set up new folders with designations in the new Bill Pay, but in order to retain the information you have stored, we recommend you download the info to your computer prior to July 20.

    To do that, log on to Online Banking and click “Online Bill Pay.” On the right-hand side next to “Last 5 Processed Payments,” click “View history/reports.” Then, over on the far right, you’ll see the link to “Download.” Click this and choose the format that works best for you.

    As for your question about notifying payees, if these are recurring, automatic payments (ACH), you shouldn’t need to do anything. Those will transfer to the new Bill Pay.

    Please let us know if you have further questions or concerns, and thank you for your comment.
    Shannon

  23. This is a bit off topic. Are there any plans for a voluntary forced (?) savings program? Something like keep the change where a transaction is rounded up to the next highest dollar and the difference is deposited in your saving account. Saving that way may be slow but it would be reasonably painless.
    thanks

  24. CJ,
    Thanks for your question. As far as I know, there’s nothing like this in the works at the moment. If it helps at all, I do a self-imposed version of “keeping the change.” When I subtract money spent in my check register, I round up to the next dollar (I spent $4.66, but I subtract $5). When I deposit money, I round down (I deposit $99.22, but I add only $99). This makes some folks twitchy, I know, because it means my check register can be pretty far off the actual amount in my checking account, but I like having a cushion, and I’m careful not to let my account balance get too low, so it isn’t a problem.

    Thanks for the suggestion, though; I’ll bring it up!
    Shannon

  25. I have found a simple way to solve Preston’s issue and others’ with the delay in funds extraction from an account, be that check, debit or whatever. If you will simply open 2 checking accounts. Use one as “the pitcher” and the other as”the glass”. Make sure they are linked online. Keep the bulk of your funds in the pitcher account and transfer the bill amount that you want to pay to the glass account. Make all your payment from the glass account. You can transfer as many times as you have bills or checks to write. You will always know how much money is left by looking at the balance in the pitcher account. Let the money sit in the glass account until it’s finally cashed, debited or whatever. The money in the glass is allocated and should not be touched. Salal will allow you to have 2 accounts like this. Other CU’s like TwinStar will limit you to 1 checking account per SSN. Give it a try. I’ve been doing this for several years now.

  26. Steve,
    This is really innovative! A very clever way to know exactly what you have remaining so you don’t accidentally overdraw. Thank you for sharing!

    Shannon

  27. Are you planning to send out reminders to account holders as the critical dates approach for downloading past account information and setting up bill payments?

    I don’t believe I have yet received any notice of these critical changes to how my financial information is being handled. I would not want to find out on the 21st that I should have downloaded my tax-critical checking account info on the 20th.

    If I recall correctly, that is what happened with the last online banking changeover Salal did. Information that I needed was no longer available.

  28. I pay my landlord rent by depositing cash into his bank account which means I have to go to his bank (BoA) and do it.. hate it.. so is that possible by email? I was reading a comment above.

  29. Cheryl,

    Yes, you’ll be able to pay your rent by email via our new Bill Pay. You and your landlord will need to agree on a code word in advance, then you add him as a payee (“pay a person”). Once he’s set up in your system, you’ll be able to pay your rent quickly and easily each month. The system is secure, and you don’t have to exchange personal information–just email addresses.

    Given your situation, this sounds like a much more convenient method! If you have any difficulty getting set up, you can contact Bill Pay directly or you’re always welcome to call us and we’ll talk you through it.

    Thank you for your question!
    Shannon

  30. Eileen,
    We are trying hard to keep everyone apprised of any impacts from our Online Banking and Bill Pay upgrade, but your best source of information and updates is exactly where you are–on our blog and our website–so please check in for details as July 23 approaches. If you have any concern at all about your financial information, we recommend you go ahead and download information you need to keep. (read how to download Bill Pay history here) Your eStatements will transfer to the new system, as will your transaction history on all your accounts, so any information you need should be readily available after the upgrade.

    Do bear in mind that Bill Pay will be unavailable from July 17 and Online Banking will be in view-only mode from July 20 until we launch our new Bill Pay and Online Banking on July 23.

    As for setting up Bill Pays, the only payees you’ll need to reestablish are your eBills–all other automatic payments will transfer. You can read how to do that here.

    Thank you for your comment. I’m sorry for your difficulties during the previous changeover; we’re taking every step possible to ensure a smooth transition this time.

    Shannon

  31. ok, since the bill pay is unavailable 17th, is that the 17th only or until 23rd? I will be using my bill paying on 18th, but if it’s unavailable i can go pay on bill website’s.. will the visa/debit card still work? Payday is july 19th, will it still go in my account? thanks

  32. Hi, Cheryl,

    Bill Pay is unavailable the 20th, meaning you won’t be able to set up any new payees in Bill Pay until the 23rd. All your existing, scheduled payments (ACH) will go out as scheduled, uninterrupted. If the bill you’re expecting is an eBill (that is, you get notification, then you go to Bill Pay and instruct the payment to go out), and it’s arriving during the July 17-23 window, we recommend that you go to the bill’s website and pay there, just to ensure your payment is received on time.

    Your credit and debit cards will work, absolutely, as will Salal’s ATMs, Phone Access Line, etc. And your direct deposit of your paycheck will continue uninterrupted, as always.

    These are great questions, so thank you for asking! You’re always welcome to comment/question here or give us a call at 800.562.5515 or 206.298.9394.
    Shannon

  33. I currently use a “bill pay system” where the bills are submitted to the “bill pay system” electronically. The bills do not come to me in the mail. I can view the bill and see the details of the charges. I have the option to print it. When the bill arrives, the “bill pay system” sends me an email that a bill has arrived from a given company. Will something similar be available with your bill pay program?

  34. Dale,

    Thanks for your question. What you are describing is what we call an “eBill,” and yes, we have these on our new Bill Pay system. If you currently have eBills with Salal’s Bill Pay, these will not transfer over, and you’ll need to re-enter your payees on or after July 23.

    I hope that answers your question!
    Shannon

  35. Will my Bill-Pay Auto-Pay and payees list and associated payee account information be transfered to the new system or do I have to manually do something??
    What about my pending payments info??

  36. Malcolm,
    Good morning! Thank you for your questions.

    Your Bill Pay information should transfer to the new Bill Pay with all associated payee account information, with the exception of eBills. You’ll need to manually reestablish those on the new Bill Pay; here are some instructions. Your pending payments info will also transfer to the new system.

    If you have any concerns about preserving your information, we recommend taking screen shots as a back up measure and downloading reports of your Bill Pay history to your home computer.

    I hope these answers help you. If not, please feel free to send another comment or call 800.562.5515.

    Thank you!
    Shannon

  37. Hi……….with the old ebill system there were a few of my bills I couldn’t set up. My local electric company and JC Penny which came off the system when they went with GE Capital to handle their credit cards. Will the new system allow me to set up these accounts.
    Thanks

  38. Hi, CJ,

    Until the new Bill Pay launches, we won’t know for sure all of the companies that have eBill agreements with the new Bill Pay vendor. We do know, however, that you’ll have a wider range of eBill availability on the new system.

    Thanks for your question!
    Shannon

  39. On the matter of whether the balance shown in my account reflects online payments that I have initiated, but which have not yet gone through:

    Would it not be a simple matter to have a readout that does the math and displays a for-your-convenience-only number that deducts all initiated payments from the account balance, even though the money has not yet been withdrawn?

    It seems a HUGE step backward to suggest to your account-holders (as I believe you did above) that they need to go back to keeping a running balance on paper because the balance in their account will have no certain relation to what they are spending.

  40. I know now that I will be closing my Salal account-It’s rediculous that when paying bills the balance is not automatically changed-this has caused many issues fos myself and others who now don’t bank with you. We have so much to remember these days with accounts and numbers in our daily lives-you are telling me that my financial institution can’t figure out how to adjust the balance instantly? All others do. I’ve been a credit union member for over 35 years, and these changes are NOT improvements, but one more thing that I have to keep track of. The beauty of on-lin banking is to not have to keep a check register-how archaic that you can’t have real time information. I wasn’t fond of the last major changes you made a few years ago, and now…well I’m done!

  41. With all these new, cool features, is there going to be a charge for bill pay? Or for these new services? Thanks.

  42. Hi, Stacey,

    Bill Pay will still be a free service to consumers. Members will only pay a small fee if they send a gift check or need to rush a payment via Bill Pay.

    Great question, thank you!
    Shannon

  43. Dear “Auntiof8,”

    I’m sorry to hear this may prompt you to close your account with us; I’d like to urge you to give our new Online Banking and Bill Pay a try before moving your account to another financial institution. I truly believe the benefits outweigh the negatives.

    Actually, more and more Bill Pay programs are moving this direction. Some advantages to this system are (1) you’ll be able to see an image of the check in your Online Banking transaction history. This was not possible with our old system. (2) If you need to put a stop payment on the Bill Pay check, it’s simpler. You can stop the payment yourself in Online Banking, or you can call Salal, and we may be able to issue the stop for you. (3) The way our new Bill Pay works is actually more “real time.” Money doesn’t show as being deducted from your account until it actually is—that is, when the payee deposits your check.

    Again, I hope you’ll give our new Online Banking and Bill Pay some time to win you over. Although there will be adjustments, we think you’ll end up being pleased with our robust new programs.

    Thank you for your comment,
    Shannon

  44. Any chance you will move forward with being able to check your balances through text as other financial institutions allow? The website takes a long time to load, and even longer using my phone.

  45. Eileen,
    Thank you for your comment. I’m afraid I don’t know of a program that would automatically keep track of initiated but not concluded transactions.

    As I replied to “Auntiof8,” more and more Bill Pay programs are shifting toward showing the true balance–that is, the balance that is actually in the account. And there are advantages to systems that operate this way, as I indicated above. And please understand that only payments that are issued by paper check will operate this way. Electronic payments are deducted immediately–as soon as the payment leaves the member’s account.

    If you’d like a way to track your account yourself without needing paper, Microsoft Office has a very handy template which you can download. It does the math for you, which I find very useful! Please understand this is not Salal’s product, and we cannot guarantee its accuracy, but perhaps it could answer some of your concerns.

    I hope this helps. Thank you!
    Shannon

  46. Jami,
    Thank you for your question. Yes, we are moving forward on having a Salal mobile app for our members. Please stay tuned to our website and blog for more information, coming soon!

    In the meantime, you might take a quick look at this to see if it meets your needs.

    Shannon

  47. Will my scheduled online bills that were supposed to be paid after July 19th now not going to go through? I don’t even remember what the end of month ones are, and now I am concerned they won’t get paid

  48. Erin,
    Thanks for your question. Yes, your scheduled online bills will get paid. During the period of the upgrade (until July 23), you can’t schedule new payments, but any existing, scheduled payment will go out as usual.

    Thank you for asking!
    Shannon

  49. Just letting you know I am looking forward to the new system and I applaud the careful manner in which you have communicated the process and the FAQs section. I’ve been a member since the 1970′s and frankly don’t understand why anyone uses a traditional bank at all.

    Its the 23rd. What time are we “pulling the trigger” on the new system?

    jjb

  50. Jeffrey,

    Thank you for your comment! I’m glad the communication has been appropriate and helpful. It’s been quite the group project! We’re excited about the new Online Banking and Bill Pay; I really think members will enjoy having a much richer set of options available.

    We are doing a great deal of very careful testing, as I’m sure you can imagine, so it may be after noon when we are able to release the new systems to our members. Please watch our website carefully–as soon as the systems are live, we’ll announce it there.

    Thanks again, Jeffrey!
    Shannon

  51. Let me be the first to complain about the arbitrary requirements for the new user ID. Password requirements I understand, but a user ID I will easily forget just because you say it has to be a certain format?

  52. I guess I’m frustrated (again) with this next credit union “improvement.” I don’t want to be forced to create a new password with at least two numeric characters. I already have too many passwords with various online organizations, and none force me to have two numbers. Like Auntieof8, above, this to me is yet another change that forces me to waste time and energy on something that won’t help me (I don’t use Bill Pay) and in fact will make interactions with Salal far less effortless. And effortless is important in a world that wastes so much of our time online. In the past several years the credit union has changed the formats and paper sizes of receipts for banking transactions — which I’m sure made something more convenient for the credit union — but each time it forces those of us who’ve created filing systems for that paperwork to come up with new systems — none of which helped us, but made us have to work for no real reason.

    I really resent being forced to invent yet another online password because it’s convenient for you.

  53. Richard,

    I assure you the decision to require more secure User IDs and passwords was anything but arbitrary. Hackers and fraudsters are getting more and more sophisticated, and we need to ensure our members’ information is secure. I’m sorry you find the new requirements troublesome, but I hope you find the benefits of our new Online Banking and Bill Pay–and our increased security–worth it in the end.

    Thank you for your comment,
    Shannon

  54. Dean,

    I apologize for your frustration; I have a notebook full of passwords and user IDs myself, so I certainly understand your position. If I could ask for a moment of your time, I’d like to answer you as completely as I can. More complicated passwords and IDs are simply more secure. As a financial institution, we have an obligation to keep our members’ information as secure as possible; this keeps all of us safer and ultimately saves our cooperative money.

    The same is true of the change in receipts: such changes are not made for reasons of convenience, I assure you. While I believe the change was made before my time here, I’m sure it was done to benefit the cooperative and its members, perhaps by saving money or providing greater security.

    At Salal, protecting and providing benefit to our members are our highest priorities and guide every decision we make. Again, I apologize for creating extra work for you. I hope ultimately you’ll find our new Online Banking and Bill Pay truly do save you time and make your life easier, and that the extra effort is worth it.

    Thank you for the opportunity to explain further.
    Shannon

  55. Wow! Love the new online banking and bill pay! I am grateful that the extra security information is required. Keeps my money and info safe. I want to shout out a HUGE kudos to your marketing department who did a fabulous job of keeping us in the loop during this transition and providing instructions on how to get started. Way to go Salal CU!

  56. Elaine,
    Thank you so much! We’re so excited to have the new Online Banking and Bill Pay. We know it will take some time for members to be as comfortable with the new systems as they were with the old, but we’re really happy about the expanded features and functions.

    Thank you again for your kind words–it was really a group project, so I’ll happily spread your kudos around to the entire team. :)
    Shannon

  57. hi- i set up my new account and promptly forgot my new username (and possibly password). since the call center is closed i cannot access my account online all weekend. is it possible to set up a standard automated email response so i can fix this problem on my own in the future? the current system does not recognize my member number as a valid I.D., so it is useless to me. also i am curious why i couldn’t simply retain my member number and old password with the new system. it seems counter-intuitive to make a newer system less user-friendly. thanks, daniel.

  58. why does it CLOSE the window when you log out??? VERY BAD! when you log out you are logged out. NO NEED to make us re-open the browser to continue being online. I STILL don’t comprehend why you had to change something that wasn’t broken, but to make it more annoying was NOT GOOD AT ALL!

  59. Karin,

    You shouldn’t have to close out of your browser when you log off Online Banking. When I log off, I get a pop up window that asks if I want to close the tab or not. I select “no” to stay on the Internet or “yes” if I’m done with the Net for now. Do you not get that? May I ask what browser you’re using? (I’m on Internet Explorer 8).

    Thank you.
    Shannon

  60. Hi, Daniel,
    Actually, this system is a little bit friendlier when it comes to this issue! You can make it possible to reset your password yourself. Log on to Online Banking and click the “Settings” tab. Under “Modify Personal Settings,” you’ll see “Password Reset Question” and “Password Reset Answer.” You can make up and question and answer you like–these are totally free-form fields. Make sure your email address is correct, then click “Submit.” You don’t need to do anything else on this page.

    If, in future, you forget your password, you simply choose “Reset password.” You’ll receive an email with your Password Reset question. Answer it with the SAME Password Reset answer you entered on the “Settings” page. This will enable you to log on to Online Banking without having to contact Salal. Note that you will need to know your User ID to do this.

    I know the new system seems cumbersome, but this is the way more and more Online Banking systems work. As hackers and fraudsters become more sophisticated, we need to keep our members’ info secure.

    Thank you for asking, and please let me know if this doesn’t work for you.
    Shannon

  61. ie does that, but chrome does not. it has a box with no choices (just an ok button) and doesn’t even say its closing the window. when at work i have to use ie, but at home i prefer chrome.

  62. Karin,
    You’re right, it does close the Chrome window, which I agree is inconvenient. I’m assuming this is because Chrome is not one of the supported browsers for this program. It was fine when I opened a second window (window, not tab) in Chrome just to use my Online Banking; it closed that window but not the other. I know this is a far-from-perfect solution, but at least this way you don’t lose what you were doing.

    I’m sorry about the extra step for Chrome users, but I thank you for alerting us to that issue.

    Shannon

  63. I keep running into bugs on this new system that should have been worked out before its release. I’m now trying to log in and getting an error message… “if this persists, contact customer service”… But it’s Sunday!! No other online system requires me to “enable cookies”, because in the world of marketing it’s mostly used for nefarious information gathering. I did as required and now it has blocked me and there’s no one to ask for help. The system’s infuriating!

  64. Peter,
    I’m sorry you’re having issues with the system. It sounds like perhaps you have your cookies disabled deliberately? May I ask what browser you’re using? With IE 7 and 8, it appears you can be selective about the sites where cookies are enabled. This article may be of some help. If you’re using a different browser (and please note that Chrome and Opera are not supported), or if this doesn’t help you, please let me know, and I’ll see what we can do from there.

    Again, my apologies for your frustration.
    Shannon

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