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eServices > Mobile Banking > Frequently Asked Questions

Mobile Banking FAQs

If your questions are not answered here, please call our call center at 855.835.MFCU!

What is Mobile Banking?
Mobile Banking gives you access to your account from your mobile phone.  You will have the option to get current interest rates, locate surcharge free ATMs, and securely pay bills through Online Banking.

How much does it cost?
This service is free.  However, your mobile carrier may charge standard fees for internet access or text messages.

How accurate is my balance?
Account information is current in real-time. The available balances will be displayed.
 
Why do I get an error message on text banking?
Check to see if you have a signature on your texts.  Mobile Banking can only read the correct code and if there is a signature, the code doesn't go through correctly.

Where do I send my text message requests?
After you have registered for text banking, send your commands to BANKME (226563).  We recommend that you add BANKME (226563) to your contact list for easy access.

How do I know my Account ID codes?
You will be able to assign nicknames to your accounts that must be four characters. You can text LIST to BANKME (226563) to receive a list of keywords or HELP to receive a list of contact points for information on text banking.

What should I do if I lose my phone?
We recommend that you change your online banking password immediately by logging into Online Banking on a computer or by calling us at 855.835.6328. Report the loss of your phone to your carrier.

Is Mobile Banking Secure?
Yes! Mobile Banking provides secure financial services through a protocol known as the Secure Sockets Layer (SSL). The SSL prevents other people along the route from eavesdropping by encrypting all data transmitted between you and our mobile site. Multi-factor authentication is an authentication protocol that requires multiple methods of establishing identity such as 'something you know' and 'something you have' or 'something you are'.

Still, you must follow reasonable security precautions. As with any electronic banking service, you should never share your account number or password with anyone. Note: Like any computer, your web-enabled cell phone or smart phone is susceptible to viruses, malicious sites and applications. Please be sure to use the same caution when opening emails, clicking on links and surfing the web via your phone as you do with your computer. We recommend that you password protect your mobile phone for added security.

How can I reset my Mobile Banking password
Mobile Banking uses the same username and password as Online Banking, so you may login to Online Banking to change your password or call 855.835.MFCU for help.

Can I use multiple mobile devices to access Mobile Banking?
Yes, you are able to register up to 100 devices. 

What if I do not have access to the phone or email account contacts listed?
You must have access to at least one of the listed contacts to log in for the first time or register a computer. If you need immediate access, contact us at 855.835.6328. After you verify your identity, you can add a new contact method.

I registered my browser or device during a previous login, but now I need to register it again. Why?
There are several possible reasons that you may need to register a browser or device again, including:

  • There are several possible reasons that you may need to register a browser or device again, including:
  • Your browser settings are configured to delete cookies
  • Your browser cookies for online banking were removed
  • You use a browser plugin that automatically removes browser cookies when you close the browser
  • Your account requires a Secure Access Code each time you log in
  • You log in with a different browser on the same registered computer
  • You deleted and reinstalled the mobile banking app

How do I remove the registration from a device?
On a computer browser, you delete all browser cookies or the browser cookies for online banking. Call us at 855-835-6328 if you need help removing browser cookies.

On a tablet or smartphone, the registration information is automatically deleted when you delete the mobile banking app.

Are the content of my message and any attachments sent securely?
Yes, the transport of your message is SSL encrypted and is never sent through public, unsecured communication channels like email communication.

When are alerts delivered?
Secure message and email alerts are sent when transaction processing completes. Phone and text message alerts are sent at the next available time you specified for the alert.

Are alerts real time?
No. Alerts are triggered at processing time each day. For example, if an alert is triggered during the day on Monday, the alert is generated during the processing cycle Monday night. We send secure message and email alerts when the processing cycle finishes. Phone and text message alerts are sent at the time you selected on Tuesday.

What if I do not receive a phone or email alert?
If you miss an alert via phone call, the alert system leaves a message on voicemail. For email alerts, check your junk mail or spam folder for the alert. If the alert is in the junk mail folder, configure your jun mail settings to allow email from us so you don’t miss future alerts.

If you believe you did not receive an alert phone call or email, click or tap Messages in the Menu to check for the alert. If the alert does not appear in the Inbox, confirm that the alert is enabled. If the alert is enabled and you still believe you didn’t receive an alert, contact us for assistance.

Note: Email, phone and text message alerts are a convenience and should not be used to manage critical account details or appointments. Due to the nature of the email, phone or test message networks, these networks cannot be 100% reliable delivery channels. Secure messages within our system are very reliable, since they are contained entirely within the banking system.

Are security alerts real time?
Yes, security alerts are event driven and sent in real time.

When I download my history to Quicken or QuickBooks, the application does not launch automatically. Why?
The file type is not properly associated with the application on. The easiest way to create the association is to save the download file to your desktop the first time, right click the file and click Open With. In the Open With dialog, select Quicken or QuickBooks. The next time you download your history, the program should launch automatically. For more information, check the documentation for your desktop computer.

What is a Tracking ID?
The Tracking ID is a unique identifier for each transaction that you create in online banking and the mobile banking app. It is a reliable way to reference a transaction. Tracking IDs appear in the transaction details on the Activity Center page. When you use secure messages to inquire about an account or a transaction, the message automatically includes the tracking ID.

How is the Activity Center page different from the Account Details page?
The Activity Center page contains all transactions initiated in online banking and the mobile banking app except check deposits. The Activity Center page does not include transactions that you make by other means, such as ATM or debit card transactions. The Activity Center page also shows the status of each electronic transaction as it moves from a drafted status to approved, then processed.

The Account Details page is a record of processed and cleared transactions against your account from all sources. The Account Details page does not include transactions that have been drafted, approved, or canceled in online banking or the mobile banking app, only those that have already cleared or that will clear your account the next processing day.

Why are some accounts not in the account drop-down list when I view statements?
Certain account types do not support E-Statements.

I clicked Get Statement on the Statements page, but nothing happened. Why?
Ensure that you have allowed pop-ups for the online banking site in your browser settings. It is likely that the pop-up box is being blocked by a pop-up blocker or a toolbar pop-up blocker. You can disable the pop-up blocker or add the online banking site as an allowed site.

Why would I choose to view my statement as an image instead of a PDF?
If you are on a public computer, you may wish to view images. PDF documents are often cached by the browser and stored in a temporary files folder. If you select PDF on a public computer, you should delete the cache files and other temporary files after you log off to ensure your security.

When is my account debited to fund these payments?
Your account is debited when an electronic payment is processed. If the payment is mailed, the account is debited on a day before the date you selected.

How long should I allow for the payment to arrive at the payee?
You should plan the same amount of time you would if you were mailing a check.

What if I do not have an account number at the payee or if the payee is a person not a company?
You can enter N/A or Not Applicable in the Account Number field.

If I create a future-dated check, when will the check be processed and effective?
If you create a future-dated check, the check will be processed on the Processing Date. The date that the check arrives at your recipient’s address is dependent on the US mail system.

Is the description I enter online printed on the check?
No. The description helps you to identify the transaction in online banking and the mobile banking app. The description is not printed on the check.

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Members First Credit Union | P.O. Box 2165 | Midland, MI 48641
Phone 855-835-MFCU (6328) | mail@mfcu.net

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