Central Willamette Community Credit Union
Membership
Mobile Banking FAQs - Android and iPhone®
The Central Willamette iPhone and Android Mobile Banking app is an extension of our online banking service, CU Online. It presents your account information, provides for transfers between accounts, and allows you to pay bills while on the go or relaxing at home. In addition you can use the location feature to find Central Willamette branches and ATMs close to your current location or at a distant location.
Security questions:
- Is it safe to use this app on my mobile device?
- Is it safe to save my login credentials in the app so it is easier to log in?
- How can I remove my saved login credentials from my device or log in using another member number?
- What should I do if I lost my device and/or I am concerned about someone looking at my account information using my device?
Login and password questions:
- What if I cannot log in or if I do not know my challenge question answers or they are not working?
- How can I remove my saved login credentials from my device or log in using another member number?
- How can I save my credentials if I plan to log in to multiple member numbers regularly?
- Do I need to register to use this app?
Errors:
- What do I do if the app is not operating correctly?
- My device or iTunes is asking me if I want to report a problem that happened with this app, what should I do?
What if I cannot log in or if I do not know my challenge question answers or they are not working?
Your password and challenge question answers are case sensitive and must be entered exactly as they were originally entered (character by character) within our online banking service, CU Online. If you do not know your exact answers, log in to CU Online using a web browser and change your challenge questions. Once you log in, choose User Options, then Login Security - Change Challenge Questions. Then re-try your password and challenge answers within the Mobile Banking App. If you still cannot log in, please call Central Willamette for assistance.
Is it safe to use this app on my mobile device?
This app is safe because it uses the same SSL encrypted communications as a web browser, so it has all of the same protections you are accustomed to when using our online banking system from a PC. As an additional security precaution necessary for mobile access, the inactivity time-out period is set to four minutes. It is always a good idea to only use known, trusted, network connections when accessing financial information from your laptop or from your mobile device. See the next question below for more safety guidelines.
Is it safe to save my login credentials in the app so it is easier to log in?
Yes, you may save some or all of your login credentials in the app for your convenience. The credentials are stored within Apple’s encrypted Key Chain for iOS devices and for Android devices the credentials are secured within the app. Your stored credentials cannot be accessed by others. If you choose to store all your credentials, including your password, you will have the convenience of quick access to your account information and bill pay history with just one tap, however as a security measure you will be required to enter your password prior to transferring money or paying bills. If you choose to store all your login credentials we recommend that you set a Passcode or Screen Auto-Lock on your mobile device. For iOS devices, go to the iOS Settings icon, then choose General, then Auto-Lock, then choose your desired Auto-Lock settings. For Android devices, go to Settings, then choose the Security option, then enable the Screen Lock and timer settings.
How can I remove my saved login credentials from my device or log in using another member number?
For iPhone: From the Home page, tap the Logout button in the upper right hand corner (if present) then tap the New User button in the upper left hand corner. This will erase all of your stored credentials; you can re-enter them the next time you log in.
For Android: From the Home page, click the Menu button, then tap the Clear Saved Login Data option. This will erase all of your stored credentials; you can re-enter the next time you log in.
How can I save my credentials if I plan to log in to multiple member numbers regularly?
You will need to make your challenge question answers (and optionally your password) the same for each member number. Then log in using the app and save your password and challenge question answers, but do not choose to save the member number. Now you will only need to enter a member number to log in to each of your accounts. Choose the Logout button from the home screen to switch between member numbers. Alternatively, you can choose not to save your password and only save your challenge question answers to ease logging in to multiple member numbers. To do so, make your challenge question answers the same for each member number, then you will manually input your password at each login (with an option to change member numbers.)
What should I do if I lost my device and/or I am concerned about someone looking at my account information using my device?
Log on to your account using a web browser and change your password. This will reset the password required to open the My Accounts and Pay Bills information on your mobile device. As soon as you change your password, your account and bill pay information will no longer be available on your device. To do this, log in to CU Online, then choose User Options, then Change Password; or call Central Willamette for assistance.
Do I need to register to use this app?
No, just use the same login credentials you use for your online banking account. If you have not yet registered your online banking account you will need to use the browser on a PC or Mac to register and set up your account, setup the payees for bill pay and for general maintenance. Visit CU Online Help to get started; or call Central Willamette for assistance.
What do I do if the app is not operating correctly?
If the app is not operating correctly and you have read the login and password FAQs above, then it is likely because of a temporary network problem or our online banking site is temporarily unavailable. Use a web browser and log in to CU Online to verify the service is available and working properly or try the app again a few minutes later. You can also power off your mobile device and then power back on and try the app again. If it is still not working properly please contact Central Willamette to report the problem. Please provide as much detail as possible about the problem in your report.
My device or iTunes is asking me if I want to report a problem that happened with this app, what should I do?
Please send the report to Apple; it contains no personal information, but it will be very helpful in fixing the problem. Optionally you can further help us improve the app by listing the steps you took leading up to the problem in an email to Central Willamette support. Before you send the email to us please try the steps again and see if the problems recurs, then tell us in the email if you can repeat the problem or if it only happened once. Thank You!
Please contact us by email, phone or in person if you require assistance or have feedback to share. Thank you!
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