FAQs

Online banking is our service that allows you to use a personal computer or mobile device with an Internet connection to conduct your banking.

You can view account balances and transaction history, place reduced-cost Stop Payments on checks, manage your Overdraft Protection and Direct Deposit distributions, pay bills, transfer money to/from other financial institutions, transfer money to other CommonWealth One members, use Popmoney^® to transfer money using an email or mobile number, set up Alerts and Notices and send secure messages to us.

Your account and balances are real-time, so your information is always current.

You can access all your CommonWealth One accounts including your Visa credit card information. You must have the User ID and Password for all the accounts you would like to access.

The Recent Activity page under My Accounts lists information about each sub-account under your account number. You can customize your data by selecting which transactions to display, for how many days, and whether to show data according to date range.

The display options include All Transactions, All Deposits, All Withdrawals, ATM Transactions, Checks, Dividends and Purchases. After making your Display selection, click Show History for it to display.

You have access to online banking 24 hours a day, 7 days a week!

The inactivity time-out default is set for 10 minutes. You do not have the ability to change the length of inactivity before time-out occurs.

All you need to use online banking is a secure browser that supports 128 bit encryption, such as Microsoft Internet Explorer 9 and 10, Firefox 10, Apple Safari 5, Opera 12, or Google Chrome 21.

There are 3 easy ways to enroll in Online Banking:

• Self-Enroll – Simply visit www.cofcu.org and click the Enroll Now link. Enter your information exactly as it appears in our system. You may want to use a statement as reference. You will need an email address to self-enroll.
• Enroll by Phone – Contact us at (703) 823-5211.
• Visit a branch – Stop at any branch location and a Member Service Representative will assist you.

You have the ability to reset your password within online banking. If you need assistance, please contact our Call Center. Representatives are available Monday - Friday: 8:00am - 6:00pm and Saturday: 9:00am - 2:00pm at (800) 424-3334 or (703) 823-5211.

Yes, you can view your statements online by signing up for e-Statements. e-Statements are free, more secure, and are available faster than statements sent in the mail. e-Statements also provide access to 18 months of statement history. Sign up for e-Statements in online banking by clicking the Settings tab and clicking the Email Notifications link. In order for you to access your e-Statement records, you must have Adobe Reader and your system must have Internet access and a certified/supported browser.

Yes, go to the Settings tab and click on the My Information link to update your mailing address.

During the online banking enrollment process, you will create your own User ID.

Once you have entered your User ID, you will then see a screen to enter your password. Click on the Forgot My Password link and answer the challenge question to reset your password. Your password must meet system requirements as an added layer of security.

Protecting your financial information is very important to us. Multi-Factor Authentication will help protect you from fraudulent online activities like phishing, ID theft and spoofed web sites. As a security enhancement, you will need to create a Passphrase, select an Image and answer 3 Challenge Questions of your choice.

Online banking is a free service for our members.

We recommend that you order your checks through the Credit Union's check provider Harland Clark. Please click here to re-order your checks.

1. Log in to online banking
2. Click the "Settings" tab
3. Click "Email Notifications" (enrollment is required for Personalized Notifications)
4. After enrolling, click "Set up Personalized Notifications"
5. Click "View/Customize"
6. Click "Add Personalized Notification"
7. Select "Share Withdrawal Above a Dollar Amount" to receive notification when your account has a withdrawal above a specified amount
8. Click "Next"
9. Enter the dollar amount for the notification and select the account,
10. Choose Email, SMS (Text), or Both Email and SMS (Text) (if available)
11. Click "Next", then "Yes" to add your Personalized Notification

Bill pay lets you pay your bills through online banking. You can pay anyone in the United States that you would normally pay by check or automatic debit; even if you do not receive bills from the company or person you want to pay. You can also transfer money between your CommonWealth One account and your other bank accounts, and pay anyone, anytime with Popmoney- all for free!

Bill pay is FREE. You must have a checking account in order to access bill pay.

Sign up for Bill Payment by logging into online banking, select the Bill Pay tab and click Enroll. Click here to view a Bill Pay demo.

You can view account balances and transaction history, place reduced-cost Stop Payments on checks, manage your Overdraft Protection and Direct Deposit distributions, pay bills, transfer money to/from other financial institutions, transfer money to other CommonWealth One members, use Popmoney^® to transfer money using an email or mobile number, set up Alerts and Notices and send secure messages to us.

Bill Pay uses several methods to ensure that your information is secure.

• SSL—Bill Pay uses SSL (secure sockets layer) which ensures that your connection and information are secure from outside inspection.
• Encryption—Bill Pay uses 128-bit encryption to make your information is unreadable as it passes over the Internet.
• Automatic Sign Out—Bill Pay automatically signs you out of a session if you are inactive for a predefined time (usually 10 minutes). It is best if you sign out immediately after you finish your tasks in Bill Pay.

We support the latest versions of these browsers:

• Microsoft Internet Explorer
• Microsoft Edge
• Mozilla Firefox
• Apple Safari
• Google Chrome

While other browsers may work with Bill Pay, these browsers provide the highest level of security and functionality.

We also recommend that you enable JavaScript in your browser. JavaScript is required for certain Bill Pay features to function properly.

To pay your bills online, simply add the companies and people you want to pay. We use this information to make the payments for your bills. After you add your bills, go to the Pay Bills section of the Payment Center to view all of the bills you've added in Bill Pay. Your bills remain in this list until you delete the biller. To pay a bill, find it in your bills list and enter the amount and date for the payment.

You can pay any company or person with a U.S. address, including:

• Large companies
• Small businesses
• People
• Doctors and dentists
• Child care providers
• Roommates
• Family members

Even if you don't receive bills from the company or person, you can still add the information we use to make payments. We send payments electronically whenever possible. If the company or person can't receive an electronic payment, we mail a check.

You cannot use Bill Pay to pay any company or person with an address outside the United States or its territories. You can use Bill Pay to make state and federal tax payments and court-ordered payments; however, such payments are discouraged and must be scheduled at your own risk.

Payments that are sent via check through Bill Pay could take up to 7 to 10 business days to be received. Electronic payments could take up to 3 to 5 business days to be received.

There is also a “Next Day” option available. The fee for an electronic next day payment is $14.95; if a check must be mailed, the fee to send the check overnight is $19.95.

Bill Pay provides the following features for keeping track of your bills, and most of the features are available in the Payment Center:

• Pending Payments provides a quick summary of the payments that have not been processed yet.
• Recent Payments lists the bills that have been paid in the past 45 days.
• Bill History lists all of the bills you paid, including electronic bills and the bills that you pay automatically. You can also view any unpaid electronic bills.

If the payment has not started processing, you can change the:

• Account from which to make the payment.
• Date you want the biller to receive the payment.
• Amount of the payment.

If you made a payment to the wrong biller, you can cancel the incorrect payment and make another one to the correct biller.

If the payment has not started processing yet, you can cancel the overnight check payment and schedule another payment.

After you click Submit Payments, you cannot change or cancel a same-day Bill Pay payment.

If the payment has started processing, or if the status is Paid, call the biller's Customer Service.

You can cancel any payment that is “Pending.” After you cancel a payment, the payment status will change to "Canceled" and it will not process. If the payment was sent via check and the check has not cleared your account, you can place a stop payment for a fee of $30.00.

After you cancel a payment, its status changes to "Canceled" and it is not processed. Canceled payments appear in:

• The Recent Payments section of the Payment Center
• Bill History

You can transfer money to another financial institution using the External Transfers feature within digital banking. External Transfers can only be sent to accounts where you are an account holder.

Bill Pay sends payments electronically whenever possible. If the company or person cannot receive electronic payments, Bill Pay prints a check and sends it to the billing address.

When setting up e-bills you will be able to select “Yes” to indicate you do want to receive paper statements or “No” if you no longer want to receive paper statements.

No, you do not need to contact the companies or people that you pay if you use Bill Pay. We make the payment based on the info you provided when you added your bill. If we've already established a relationship with a company or person, we may send the payment electronically or to a location specified by the biller. Otherwise, we print and mail a check to the address you provided. If you enter your account info, we send it with your payment so that the company can credit your account properly.

Add a bill for each separate account you have with the company. For example, if your phone company provides your home phone service, your wireless phone service, and your Internet service, you can add the company to your list of bills three times, each time with a different account number. If your phone company consolidates all of the info on one bill and provides you with one account number, you only need to add the phone company to your list of bills once.

If you have Overdraft Protection, the bill will be paid. If your Overdraft Protection limit has been reached, the payment will be returned and your Bill Pay account will be blocked preventing you from making more bill payments until the NSF condition is resolved.

Your scheduled process date is your “pay date.” Electronic payments will be paid on the “pay date” that you choose and the funds will be deducted from your account that same day. Payments by check will be deducted from your account on the day the check clears.

Minimum bill payment amount is $1.00; maximum is $9,999.99.

Call (855) 878-9186 between the hours of 7:00 AM - 1:00 AM ET, seven days a week. Service Representatives will be available to answer any questions related to Bill Pay.

Please log back in and the tabs should be available for you. You may also use Secure Messaging in online banking to send emails to us. Simply click on the email icon on the top right hand corner.

A service that enables you to access your account information, conduct transfers, and pay and manage your bill payments from any mobile device that has web browsing capabilities and an active data plan. Mobile banking includes iPhone, iPad and Android Apps, Mobile Web Browser and text banking.

Mobile banking from CommonWealth One Federal Credit Union is FREE, but you must have a data plan through your wireless provider to use mobile banking. You should check with your wireless provider if you aren’t sure whether additional fees might apply.

Mobile banking is available to all members who own mobile devices with web browsing capabilities and are subscribed to a data plan through their wireless carrier.

Mobile banking works on most mobile devices with the following manufacturer/carrier installed operating systems:

• Apple – operating system v3 and above
• Android – operating system v2.1 and above
• Blackberry – operating system version 4.2 and above

Open the link sent to your phone via SMS text message on a mobile device with Web browsing capabilities and an active data plan. Next, verify your Security Image and enter your Password. If you are accessing mobile web banking from your mobile device for the first time, you will be prompted to answer one of the security questions you established when you signed up for mobile web banking in online banking.

• Access Your Accounts – the mobile web banking experience is virtually the same as online banking, although on a smaller screen.
• Pay Bills – you must first register and set-up your payees on a PC before utilizing Bill Pay through mobile web banking.
• Make Transfers – you must have more than one account in online banking for this functionality to be available in mobile web banking.

When you select an account link and click the Transactions button, you will see the 10 most recent transactions. There will also be a link to view more transactions. You will be able to view all the transactions for the past 30 days.

While logged into mobile banking you will not be able to change the displayed accounts. To edit your settings, you will need to log into online banking from a PC where you will be able to add/delete your accounts.

Once you select an account, you will see the Transactions button. When you click the Transactions button you will be able to see the transaction details.

On the Transfer tab you can do an immediate transfer between your accounts. To schedule future or recurring transfers you will need to log into online banking from a PC where you will be able to schedule future transfers.

No. You will need to log into online banking to see future transfers you have scheduled.

No. You will need to log into online banking where you will be able to remove a scheduled transfer.

The Bill Pay tab is only enabled for users who have signed up for Bill Pay in online banking from a personal computer.

For help with Mobile Deposit, call our call center (703) 823-5211 or (800) 424-3334, or email us at [email protected].

Select the Pay Bill button and follow the onscreen prompts to pay your bill.

Yes, just select the Pending Payments link on the Pay Bill screen to see up to 10 pending payments.

Yes. On the Pending Payments page scroll to the payment you want to remove and select the Cancel link. Then confirm that you want to delete the payment.

When you're ready to log out, just select the Menu button at the top of the screen, then select Log Out.

Press your phone’s Menu button then the logout option will display.

Yes.

Yes. If you recognize your Passphrase and Picture, you can enter your password to securely access your account information using mobile banking. The password you enter to log in to mobile banking is the same as the password you use to log in to online banking.

No. For mobile banking to work, you must have a mobile device with browsing capabilities and an active data plan through a wireless carrier.

After registering your new mobile device and phone number via online banking, you will receive a text message that will have a link to our mobile banking site. You will not be able to access mobile banking using the link sent to your old mobile device. You can access mobile banking from any of your mobile devices, as long as the mobile device has been registered in online banking, has web browsing capabilities, and an active data plan through a wireless carrier.

Yes. To protect your privacy, you are required to authenticate yourself, using the same information from online banking, on each individual mobile device. And all communication between your mobile device, wireless provider, and the mobile banking server are encrypted. In addition, your passwords, passphrase, answers to challenge questions, and account information are never stored by the mobile device.

For help regarding mobile banking products, online banking users should send us a secure message through the Alert and Message Center. You can also contact CommonWealth One Member Service by phone at (703) 823-5211, (800) 424-3334, or email, [email protected]. For help regarding your mobile device and/or wireless Internet connectivity, contact your wireless provider.

Ten minutes is the only timeout option. For your security and protection, when there has been no account activity for ten minutes, the session times out and displays a Session Expired message.

If you change your User ID in online banking on your personal computer you will get the message: "System Error. Please Try Again" when you try to log in to online banking using the iPhone App. You will need to delete the app and re-download it to use the updated User ID on your iPhone.

Mobile deposit is available for iPhone and Android apps.

Download the CommonWealth One iPhone or Android app. These apps are available at the App Store or Google Play.

If you have already downloaded the app, you will be prompted to update the app through the App Store. Tap the App Store icon on your iPhone, and then select Updates in the bottom right hand corner. Find the CommonWealth One online banking app, tap “Update”. After your app updates, re-open the CommonWealth One iPhone app to get started.

To view the process, please access our mobile deposit demo.

Yes, you can deposit up to $5,000 daily.

Below is a list of the types of checks that you may not deposit to your account at CommonWealth One using mobile deposit. If you have any questions about a check, please call (703) 823-5211 or (800) 424-3334.

• Checks or items initially payable to any person or entity other than you.
• Checks containing obvious alteration to any of the fields on the front of the check, or which you know or suspect, or should know or suspect, are fraudulent or otherwise not authorized by the owner of the account on which the check or item is drawn.
• Checks previously converted to a substitute check.
• Checks drawn on a financial institution located outside the United States.
• Checks that are remotely created checks.
• Checks not payable in United States currency.
• Checks dated more than 6 months prior to date of deposit.
• Travelers Checks*
• Money Orders
• US Savings Bonds

You should write VOID on the check so that it cannot be cashed or used again.

Checks that have been scanned and deposited should be retained for 60 days and then shredded.

The CommonWealth One iPhone and Android online banking apps are free. However, your standard carrier data charges will apply.

This is not available. Loan payments are currently available through the PC version, Deposit.

Yes.

No. In addition, money orders, 3rd party checks, and traveler’s checks may not be deposited using mobile deposit.

For help with mobile deposit, contact us at (800) 424-3334, or email [email protected].