FAQs

All
Account & Balance Alerts
Bill Pay
Checks
Digital Banking
Digital Issuance for Credit Cards
External Account Setup & Transfers
General
Greenpath
Mobile Deposit & Transactions
Mortgage
Online Statements
Pay a Person (P2P)
Secure Messages
Skip Payment

All

All
Account & Balance Alerts
Bill Pay
Checks
Digital Banking
Digital Issuance for Credit Cards
External Account Setup & Transfers
General
Greenpath
Mobile Deposit & Transactions
Mortgage
Online Statements
Pay a Person (P2P)
Secure Messages
Skip Payment

What do I enter as "last name" to process a member-to-member transfer to a business account?

For a member-to-member transfer to a business account, enter the FULL business name in the Last Name field.

How do I cancel or revise a recurring funds transfer?

Click on Make a Transfer on the top of your Dashboard.

Select the Scheduled Transfers tab

Select the transfer you wish to cancel.

You have the option to cancel only the next transaction (Cancel Next) or all remaining transactions indefinitely (Cancel Remaining).

Select Yes to submit your changes.

How do I review my recurring transactions and funds transfers?

Click on Make a Transfer on the top of your Dashboard.

Select the Scheduled Transfers tab

From there you will see all future dated transfers and recurring transfers.

How do I create a recurring transfer?

Click Make a Transfer on the top of your Dashboard.

Select the accounts you wish to transfer between and enter the dollar amount.

Select the frequency in the Occurs dropdown and select a Start Date and End Date.

Select Review and Submit to save your changes.

How long does it take for a funds transfer to be completed?

For internal account transfers, the transaction will be immediate.

If you are transferring funds to or from an external account, the process can take 2 – 5 business days.

You can check the status of external transfers in your transfer history.

Note: External transfer requests are NOT processed immediately. External transfers are processed Monday through Friday before 2:00 pm, except on holidays. Any external transfer request submitted after 2:00 pm, or on a holiday, will be processed the following business day.

For an Internal Future transfer, should the amount reflect as pending?

No, this is because funds are not verified or debited from the account until the day of the transfer.

Why would an External Account show as locked during the Trial Deposit process?

Members will receive a “Locked” status on their External Account verification when submitting incorrect micro deposit amounts 3 times.

How long do I have to verify Trial Deposits (aka Micro Deposits)?

If a member cannot use the instant account verification process, they are welcome to verify an external account through a trial deposit. Once submitted, the member will have 30 days to confirm these deposits. Admins will have the ability to ‘reset’, if the member was not able to confirm or if the member accidently puts in the incorrect amounts.

How can I verify that Online Banking transactions were successful?

You can view your account history daily within the Online Banking system.

If Online Banking transactions are successful, each will show up in your account history. At the time of the transaction, you will be given a reference number. Please keep this number in order to reference a specific transaction.

To view your statement, you will need to log in to Online Banking.

Where can I find the full account number?

Your full account number can be found under the desired account details for shares and loans. Account numbers are used for deposits and payments. The full account number is the MICR number.

How do I add or change my account nicknames?

Navigate to the account type.

Select the Details tab within your account details screen.

On the bottom, you can update your Account Nickname.

NOTE: There is a 16-character limit on Account Nicknames.

How do I change my contact information?

Next, navigate to your profile by selecting the profile icon on the top right side of your Dashboard, and select Profile.

In the profile page, within the Personal Details tab, you can update your phone and email information. Click Save to update your changes.

To change your address, select the Address tab and make necessary changes and select Submit.

How do I change my Login ID (username)?

To change your username, select your Profile icon on the top right side of your screen and select Profile.

Navigate to the Security page and select Change Username in the ID & Password tab.

You will be prompted to change your username and select Save to update your changes.

What do I do if I forgot my username/password and no longer have access to or forgot the email address I entered when I first signed-up?

Contact our call center at 210-442-0100 or 800-683-1211.

What if I forgot my password?

Below where you would submit your username, click Forgot Password.

Enter your Username.

Select how you would like the secure access code sent to you (text, phone or email).

Enter the secure access code in the text box field.

Enter your new password and confirm.

You will be logged in to Online Banking and your new password will be in place.

What are cookies?

Cookies are small text files placed on your hard drive that permit websites to store information about your visit. In most instances, this information is used to personalize subsequent visits to the web site or to remember any personal settings or customization available to you on the site. Most cookies are harmless, particularly when received from web sites such as your personal online banking site for your financial institution.

There are two types of cookies: temporary and permanent. Temporary cookies are used and tracked by the browser to pass information and are deleted once the browser is shut down. Permanent cookies are stored on your system and can be accessed again for multiple visits. Permanent cookies usually have an expiration date and will be automatically deleted from your system at that time. Online banking uses both temporary cookies and permanent cookies but never passes private information through cookies.

How often will I have to register my computer?

You will only have to register your computer once for each device/browser you use to access Online Banking. For example, you may register your home computer using Chrome; however, if you use that same computer the next time using Firefox or another browser, you will have to register again. That’s because the cookie that “registers” the computer is saved in a specific file for that browser.

Note: If you have a security program that clears your Internet cookies, or if you clear them manually, you will be required to re-register your computer immediately following that event. You may choose to adjust this setting in your browser’s Tools or Internet Options settings.

Why am I being asked to register my computer at every login?

If you are being prompted to register your computer every time you log in, your browser might not be allowing cookies. Online Banking places a cookie on your computer when you register your browser. This lets online banking know that you have confirmed and trust the computer being used.

If you are not accepting cookies, or deleting them, then you will be prompted to register your computer

Note: If you have a security program that clears your Internet cookies, or if you clear them manually, you will be required to re-register your computer. You may choose to adjust this setting in your browser’s Tools or Internet Options settings. Please be aware that the system prompts for a code to be entered for security purposes when login behavior or your location changes. This is an enhanced security feature and cannot be turned off.

How do I change how my verification code is delivered to me?

Log into Online Banking and click the profile icon in the top right side and select Profile.

Navigate to the Security page and select the Two Factor Authentication tab.

You may select whether you want to require a Secured Access Code every time you log into the browser or mobile app.

Select Save to update your preferences.

If you need additional help, please contact our Call Center at 210.442.0100 or 800.683.1211. Our call center specialists will be available to help you through the process.

I never received my verification code. What should I do?

Confirm that the phone number or email address you have on file with us is accurate.

If your contact information is correct, try a different delivery method like text/SMS.

If you need additional help, please contact our Call Center at 210.442.0100 or 800.683.1211. Our call center specialists will be available to help you through the process.

What phone number displays when a member opts to receive a text or call for the verification code?

The phone number will vary with each verification code and will be 10 digits long.

How do I upgrade my internet browser?

Click on the browser options below to upgrade your browser.

Microsoft Edge – Upgrade Now

Firefox 24.0 or better – Upgrade Now

Chrome 30.0 or better – Upgrade Now

Safari 7.0 or better – Upgrade Now

How do I determine what browser I am using?

To determine what browser and version you are using follow these simple instructions.

Open your browser.

Click on Help at the top.

Select About (name of browser, Help will display the version of the browser you are using).

Click on OK to exit.

Can I use any computer to access Online Banking?

Yes. To ensure proper functionality, we recommend using the most recent versions of Edge, Firefox, Chrome, and Safari or better for browser software.

What does error 1020 mean or "Sorry, you have been blocked" and how can it be addressed?

Error 1020 means that your IP address is being blocked. This is common for those who use a VPN, Anti-Virus or WIFI blocker. For security, your system will block an IP if it cannot be verified. To address this issue, you must disable your VPN, Anti-Virus or WIFI blocker to gain access to our system. You may also need to reestablish your carrier (AT&T, Verizon etc.) connection. To do this put your phone in “airplane mode” for a minute then turn airplane mode off.

How does the joint signer on my account get access to Online Banking?

You must be the primary in the account to sign up for Online Banking. If your joint wants to have access to the account, you may share your online banking credentials (username and password).

How do I enroll in Digital Banking?

Go to firstmarkcu.org or download the app.

Click Enroll.

Fill out the form and click Continue.

Once everything is verified, you will receive a congratulations message, click Continue.

Select how you would like the secure access code sent to you (text, phone or email).

Once you verify the secure access code, you will create your password.

You will be presented with the Terms and Conditions. Once approved, you will be taken into Digital Banking (Online and Mobile).

How can I set up an external account to transfer money to and from another institution?

You may choose to set up the external account using instant account verification if the primary account holder’s name is the same at each institution.

On your Dashboard, select Make a Transfer.
Select +Add a Destination Account. If you want to add an account outside of Firstmark Credit Union, select Another Institution.
Select the financial institution that applies to you. You may have to search for it using the search bar.
Enter your account information and select Next.
Or you may choose to add the account manually by entering your account number and routing number.

Trial Deposits will be sent to that account within the next 24-48 hours.
Once those deposits are verified, you have access to initiate transfers into that account.

Can I view disclosures after I have already agreed to them?

Members will not be able to view these disclosures in Digital Banking. We encourage all members to visit the Firstmark website to view all disclosures presented for Digital Banking.

Firstmark Credit Union values your identity and as such we will NEVER ask you via phone or e-mail for your account number or password. If you ever receive a call where this information is requested, do not provide or surrender account information.
Membership Guide

Will you keep my information confidential?

All client information is secure and confidential. GreenPath will not share your information with anyone without your permission. We also do not report to credit bureaus. Request your free counseling session.

How long does a counseling session take?

The first general financial counseling session takes about an hour, although it will depend on your unique situation and what you need to accomplish your goals.

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