Important Tax Information

The new Online24 and Bill Pay launches on May 11, 2011.  In the coming days, we’ll post important information about what you can expect with the new system.

TVFCU is committed to offering new ways to help our members manage their finances more easily.  Our new Online24 Banking and Bill Pay offers more features, more convenience, and more control to members who access their accounts and pay bills online.

The new Online24 and Bill Pay offers new features to make accessing your accounts and paying bills online easier and more convenient.

These features include:

• Financial Overview.  A clean new look that makes it easy for you to access the services you need, such as balances, recent transactions, upcoming bills, scheduled payments, scheduled transfers, and more, all from one main summary page.
• Favorites.  You can set your own links to favorite functions within the site to quickly view account activity, schedule transfers, pay bills, etc.
• Account alerts.  The ability to set account alerts to notify you when a specific account activity occurs, such as your balance reaches a pre-determined level you set.
• Mobile Banking.  Now you can access your accounts on the go from your mobile phone.  We support three different mobile banking methods:  1) SMS, text messages;  2) WAP, mobile browser;  3) APP, downloadable application.  Visit the Self Service tab within the new Online24 to setup and manage your Mobile Money.

Plus, if you utilize our Bill Pay service to make online bill payments, you can take advantage of these benefits:

• Eliminate paper with new Online24 Bill Presentment.  Clear out bill clutter and completely automate bill paying by having your billers send electronic bills directly to Online24.
• Hold on to your funds longer.  Your bill payments will be deducted from your account on the day they are paid, not on the day you schedule them, allowing you to hold on to your funds longer.
• Streamlined Bill Pay Payment Center.  In the new Online24 Bill Pay, you can quickly review and pay bills, setup payment reminders, and view pending and recent payments.
• ZashPay.  ZashPay is an easy, fast and secure way for you to send money online that eliminates the inconvenience of writing checks or getting cash.  Accessed from the Bill Pay Payment Center (click the “Pay People” tab), ZashPay allows you to send money to anyone, using only a name and e-mail address or mobile number.

No, Online24 and Bill Pay will continue to be free to our members.

You can get assistance any number of ways.  Online24 offers a secure messages option with our Call Center during normal business hours.  This is ideal if you have a question about a particular transaction.  You can also get assistance through easily accessible Help screens or by phoning our TVFCU Call Center at 423-634-3600.  The Bill Pay Terms and Conditions also lists a dedicated phone number for questions regarding Bill Pay transactions.

You don’t have to do anything!  Simply login and your accounts, scheduled transfers, Bill Pay payees, and scheduled payments will already be there.  You won’t have to transfer anything!

On the homepage, click on the link “Online 24″. If you have never used this feature you will have to select the option “New User Click Here” on the far left side. Here you will be asked several questions regarding security features, after that you will be logged in.

Retrieving your Online24 data for Quicken is enabled but there are some important things you may need to be aware of for it to work properly.

1. Is the account number in the Quicken program correct?

How account numbers are sent to Quicken has been changed and may need to be modified within your Quicken installation.

For Savings and Loans Accounts

Before doing your first import, check the format of the account in Quicken and change it to either aaaaaaaaa-ss where a=the account number 9 digits long with leading zeros and s=suffix also with leading zero where appropriate.

For Checking Accounts

Before doing your first import, check the format of the account in Quicken and change it to the MICR number exactly as it appears at the bottom of one of your checks. This should be the complete 12-digit account number, including any preceding zeros.

How To?

In Quicken 2011 Deluxe, right-click on the account in the left-hand pane and select “Edit Account Details”.  Change the Account Number field to match the format described above.  It might also be a good idea to suggest saving a copy of the Quicken Data file before this process is started so you will have a recover point if something goes wrong.  To do this, click on File and “Save a copy as…”.  Older versions of Quicken’s options and menus may vary.

2. Are There Duplicate Entries?

During your initial download you will need to pay particular attention to the way transactions load into your Quicken program. You may see some duplicate entries and will need to manually remove those errant transactions in your Quicken files.

For the first download, we recommend that you look at the last date received from the old system and download the .qfx file beginning on the day after that if all transactions for that date are already in Quicken.  If some of the transactions for the last date are not already imported into Quicken, it may be easier for you to re-download that date, but you may have to delete a few transactions if they import as duplicates.  After the initial download on the new system, Quicken should be able to discard duplicates.

3. Importing QFX vs. One-Step Updates

Because of the security of our new Online24, we recommend that automatic updates or one step updates be turned OFF in the Quicken program and that you manually update your account data. Web connect using .qfx imports is the only supported method of getting data into Quicken from our site.  One-Step Updates are still unreliable and we are unable to offer appropriate support for this feature until further development is completed.

4. Automatic Update Login Issues

Quicken users who continue to use automatic updates need to make sure that they have updated the login information in the Quicken program.  If the Quicken program attempts to automatically download the transactions using old login information, there is the potential for Quicken to lock your accounts out of Online24.

5. Quicken Versions 2008 and Older

The parent company of Quicken has discontinued support for versions older than 2008.  Here’s the Quicken discontinuation policy page: http://quicken.intuit.com/support/articles/buying-and-billing/discontinuation/3875.html

6. Quicken Support

Quicken offers Internet support at http://quicken.intuit.com/support/ .

Your transactions ARE there however, at this time, certain weekend transactions will not show up as a line item on the Account Activity page in Online24 until the next business day (usually a Monday or the Tuesday after a Monday holiday).  Although the transactions do not show as individual transactions on the Account Activity page, transfers DO show up on the Transfers Tab.  Both transfers as well as any weekend deposits will also be reflected in the Balance Box at the top of the Account Activity page. Be assured that the transaction has also been posted on our systems.

This issue has been identified with our new online system and we are working to get this corrected as quickly as possible (approximately Mid August). We appreciate your patience as we strive to fine-tune Online24!

No.  Existing members do not have to re-register.  You will, however, have to set up a new, stronger password, and answer new security (challenge) questions.

You will not need a new User ID, but you will be required to create a new, stronger password, and answer new security (challenge) questions.  However, if you wish to change your Username, we encourage you to do so.  You will find this function under the Self Service tab inside Online24.

To allow us to complete the upgrade, Online24 and Bill Pay will be unavailable from 2:00 PM EDT on Tuesday, May 9, 2011 until sometime Wednesday afternoon, May 11, 2011.  However, you can continue to access your accounts at TVFCU branches, by phone or at an ATM.

Yes.  Your accounts will be migrated to the new system automatically.

Single and recurring transfers that you have set up will be carried over during the conversion for our OnLine24 members.  However, for business members using eBusiness24, future single and recurring transfers (such as transfers from checking to savings) will have to be re-established.

Under the Transfers tab, you can set up one time and recurring transfers in only a few clicks.

Our members can view 180 days (6 months) of transaction history from their TVFCU accounts.  Check images are available for 90 days.

Under the Self Service tab, click on “manage account preferences” to see a list of your account nicknames.  You can make changes to this list, including renaming your accounts to sort in numeric/alphabetic order.  Click “update preferences” to save them.

Yes.  Our new system uses the highest level of protection available, providing the assurance that your accounts are secure.

If you have never logged into Online24 before, please visit your nearest branch or contact our Call Center at 423-634-3600 for details.

If you are already an Online24 user, simply use your existing UserID (your account number) and your existing Password.  After a brief setup process, you can login and begin using Online24 right away!  If you have never logged in before, please visit your nearest branch or contact our Call Center at (423) 634-3600 for details.

An improved security feature called TrueStamp has replaced your PassMark Image.  TrueStamp is an Intelligent Authentication process.  Unlike other site verification technologies, TrueStamp does not require users to browse, select, or upload pictures.  And, the creation process takes seconds rather than minutes.

Please note: If you are a Bill Pay User and have Multiple Draft Accounts, please pay particular attention to the Pay From account in the top section of the Payment Center. To set your preferred account select the account in the Pay From box and check the Make Preffered Account check box, then schedule a payment before leaving the Payment Center. Here is a step by step of this process.

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Once you’ve logged into Online24 BillPay, select the account you wish to make your payments from. If you would like this account to be the “preferred” account used for these particular payments be sure to check the “Make Preferred Account” box.

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Go through each of your Billers that you would like to pay from the account you selected earlier and add the amounts and dates for each of these.

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Once you have selected the account that you would like to make the payments from and set up all the payments that you would like to make, click the “Make Payments” button.

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On this screen review that all your information is correct. Once verified you can click on the “Submit Payments” button.

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The Payment confirmation screen will detail all the payments you’ve just submitted and will include a confirmation code for your records. Click the “Finished” button. You’ve just made your payments with Online24 BillPay.

This may be due to several things.  Here are some suggestions:

• You must have a checking account to use Bill Pay.
• Our new Bill Pay site requires that you have a valid email address on file.  Please visit the Self-Service tab and update your email address from the link in the Personal Information box.
• An issue has also been identified with Bill Pay when your account name has exceeded a certain number of characters.  Please check your account names from the Manage Account Preferences link in the Self-Service section.   If you have a checking account that exceeds 30-characters, you may be able to shorten the nickname of that account and access the Bill Pay feature.

The majority of bill payees will be transferred over to the new system.  However, in rare cases, payees may not be converted successfully.  We encourage you to make or print a list of payments/payees for your reference prior to May 9, 2011.

Yes, provided that we are able to convert the appropriate payees.  Please review all of your payees following the launch on May 11.

Unfortunately, your current bill payment history will not be available on the new system.  Paid bills will appear in your account history, but not in Online24 Bill Pay.  You can, however, retain previous bill pay history by printing it from the current Bill Pay – History menu before May 10, 2011.

Yes. Beginning May 11, the new system will build up bill pay history going forward. On an ongoing basis, it will retain 18 months of history.

You can pay anyone in the United States who you would normally pay by check.  This includes paying bills, but it also includes sending money to people.

One of the features of our new system is Online24 Bill Presentment.  This enables you to completely automate your billing by receiving your bills electronically, if your biller offers e-bills.

Unlike the old system, which deducted funds early on the “Withdraw On” day you scheduled, the new system will deduct funds on the day the payment is received by your biller.  It is important to keep this in mind, so you don’t think those funds are available to you, which might cause you to overdraw your account.