Common Questions

Why is my password being rejected?

1. The password is case sensitive so if yours contains alpha characters, it must be entered the same way each time you log in to your account. Password Example: A1Member can't be entered as a1member or A1MEMBER.
2. If the password is just numbers, make sure your NUMBER LOCK button is on if you use the number keypad on your keyboard.
3. If you are unsure what your USER ID or PASSWORD should be, please contact the Credit Union for more information. Please note that if you have forgotten your password, there is no way for a Credit Union representative to know what it is. The password will have to be reset to its original setting and you will be prompted to change it the next time you log in to your account.
4. If too many members are trying to log in to their account at the same time (prime Internet surfing times) some will experience an error. The error may refer to the account being timed out.
5. If you are trying to access your account from work, some companies only allow their employees to access certain sites and they are locked out of any others. Also browser settings may not be set the same at work as they are at home and this could also cause log in problems.
6. If the data system is down for regular back up and maintenance, you will not be able to access your account. A regular downtime schedule is listed on the Home Banking Login page.
   

If you do not remember your password, please contact the Credit Union by e-mail or call 248-1720, to have your password reset. The next time you login to your account choose Preferences and then Password Reset. This will allow you to create a question and answer that will be asked if you forget your password in the future. If you do forget it again, select Password Reset from the Home Banking login screen. From there you will be asked to enter the answer to the question you previously set-up.

How do I change my password once I have logged in to Home Banking?

To change your password click the Preferences button after logging in to Home Banking. From there, select Change Password.

How do I transfer from savings to checking, checking to savings, checking to loan, etc.?

To transfer from one of your accounts to the other, once you have logged in to your account:

1. Click TRANSFER. You should see a screen that shows your account number.
2. Click the DOWN ARROW in the FROM section to select your FROM SUFFIX. (0,1,8,9,etc.)
3. Click the DOWN ARROW in the TO section to select your TO SUFFIX (0,1,8,9,etc.)
4. In the AMOUNT box enter the dollar amount you would like to transfer.
5. Click the TRANSFER button. You will be able to review your transaction before you accept it.
6. If everything looks ok, click the Yes button to complete your transfer. If you need to start over or have changed your mind, click No.

How do I review my account history?

Once you have logged in to your account:

Click PERSONAL FINANCE, then the SUFFIX of the account you are inquiring about (Share 0, Draft 9, etc.), the current month's history will be displayed. If you are wanting previous month's history, click the arrow in the drop down menu and select the month you need. Click Get History.

Why do I get the message that the page can not be displayed?

There are a few things that may be causing you to receive this error.

Internet Explorer version 5 (not version 5.0x) and/or your security levels being high could cause log in error. You can check your security level by going to your browser option, tools, Internet options, security, custom level and check the custom settings to make sure they are set at med-low. If your security level is set at med-low, then the culprit could be your browser and you will need to check with Microsoft or Netscape (or your local Internet service provider you are using) for help on resolving this problem.

The error could also be due to your Temporary Internet files. These files need to be deleted after each Internet session. For Internet Explorer, here are the instructions for deleting your Temporary Internet files. (If you are using another Browser, go to your help button and look for instructions on deleting these files.)

• Click TOOLS
• Then INTERNET OPTIONS
• Then the GENERAL tab

Half way down on the screen you will see TEMPORARY INTERNET FILES.
Click the SETTINGS button and then click the option next to EVERY VISIT TO PAGE or AUTOMATICALLY.
Click OK. You will be back at the screen where you selected SETTINGS. This time click the DELETE FILES button next to SETTINGS. Click OK.

You may have to restart your computer for the changes to take affect. Do this and then try to log in to your account through Home Banking.

If Yakima Valley Credit Union's data system is down, you will also get a log in error. There is a list of scheduled down times on the Home Banking Login page. On rare occasions the system will go down unexpectedly and you would not be able to access your account during those down times.

Why do I keep getting the same page on my screen no matter what I select?

The problem you are experiencing is due to your Temporary Internet files. These files need to be deleted after each Internet session. For Internet Explorer, here are the instructions for deleting your Temporary Internet files.

(If you are using another Browser, go to your help button and look for instructions on deleting these files.)

• Click TOOLS
• Then INTERNET OPTIONS
• Then the GENERAL tab

Half way down on the screen you will see TEMPORARY INTERNET FILES.
Click the SETTINGS button and then click the option next to EVERY VISIT TO PAGE OR AUTOMATICALLY.
Click OK. You will be back at the screen where you selected SETTINGS. This time click the DELETE FILES button next to SETTINGS. Click OK.

You may have to restart you computer for the changes to take affect. Do this and then try to log in to your account through Home Banking again.

I've been enrolled for Home Banking, now what do I do?

To access your Yakima Valley Credit Union account visit the Home Page at http://www.yvcu.org. From there, click the Login to or Enroll for Home Banking button on the upper left side of the screen. Then enter your USER ID and PASSWORD. This information would have been given to you by the employee who enrolled your for Home Banking or, if you enrolled online, you would have set up your own PASSWORD and received your USER ID at the time of enrollment.

If you were enrolled by a Credit Union employee, you will be prompted to change your password once you log in to Home Banking for the first time. The password must be a minimum length of 6 alpha and/or numeric characters with a maximum of 12. It cannot contain or equal your User ID. Please remember, when changing the password, that it is case sensitive and must be entered the same way each time. Example: If you change your password to Member1234, you will not be able to log in using member1234 or MEMBER1234.

Next, you will see your Account Summary. You can choose to click an account suffix for detailed transaction listings or one of the menu options: Transfer, Withdraw, or e-Statements. Additional options will be Loans, e-Documents, Account Services, Preferences, or Contact Us. Make your selection and enjoy the convenience of Home Banking the Credit Union Way!

How do I enroll for Home Banking?

To enroll online, visit our Home Page. From there, click the Login to or Enroll for button on the upper left side of the screen.

Choose Sign up for Home Banking

You can either scroll/read through the Home Banking disclosure until you find the option to Accept your enrollment request or Reject it. Or, you can click the Mail Disclosure link in the first paragraph of the Self Enrollment Disclosure to complete your enrollment request and receive a printed copy of the Home Banking disclosure by mail.

If you choose to read and accept the disclosure online, you will need to answer a few identifying questions and will then be able to set up your password. Once completed, your User ID will be given to you.

If you choose to have the disclosure mailed, we will mail the disclosure within one business day of receiving your request and process your request after we have allowed ample time for you to receive the disclosure. You will then receive an e-mail giving you instructions on how to access your account.

If you would prefer to enroll for Home Banking at one of our office locations, there will be a short form that you will need to complete and sign. The employee who helps you can enroll you for Home Banking at that time and give you instructions for accessing your account.

Home Banking Access

What is Home Banking?

Home Banking is a service for Yakima Valley Credit Union members that provides convenient access to account information and account transactions using the Internet. Yakima Valley Credit Union members around the globe will have the convenience of conducting their Yakima Valley Credit Union account transactions 24 hours a day, 7 days a week, 365 days a year.

How do I sign up for Home Banking?

To enroll online, visit our Home Page. From there, click the Login to or Enroll for button on the upper left side of the screen.

Choose Sign up for Home Banking

You can either scroll/read through the Home Banking disclosure until you find the option to Accept your enrollment request or Reject it. Or, you can click the Mail Disclosure link in the first paragraph of the Self Enrollment Disclosure to complete your enrollment request and receive a printed copy of the Home Banking disclosure by mail.

If you choose to read and accept the disclosure online, you will need to answer a few identifying questions and will then be able to set up your password. Once completed, your User ID will be given to you.

If you choose to have the disclosure mailed, we will mail the disclosure within one business day of receiving your request and process your request after we have allowed ample time for you to receive the disclosure. You will then receive an e-mail giving you instructions on how to access your account.

If you would prefer to enroll for Home Banking at one of our office locations, there will be a short form that you will need to complete and sign. The employee who helps you can enroll you for Home Banking at that time and give you instructions for accessing your account.

How much does Home Banking cost me?

Nothing. Home Banking is free to members of Yakima Valley Credit Union.

Do I need software from Yakima Valley Credit Union?

No, all you need is a Web browser and access to the Internet.

Do I need to own a computer to use this service?

No. You can use any computer that has Internet connectivity. Remember to check browser requirements to see if you'll be using a recommended Web browser.

I don't have a password what should I do?

You will first need to enroll for Home Banking in order to set up a password. Click here to learn about out the enrollment process.

I can't remember my password. What should I do?

If you do not remember your password, please contact the Credit Union by e-mail or call 248-1720, to have your password reset. The next time you login to your account choose Preferences and then Password Reset. This will allow you to create a question and answer that will be asked if you forget your password in the future. If you do forget it again, select Password Reset from the Home Banking login screen. From there you will be asked to enter the answer to the question you previously set-up.

Can I change my password?

Yes. To change your password click the Preferences button after logging in to Home Banking. From there, select Change Password.

Can I "bookmark" my Home Banking access page?

For security reasons, we recommend that you bookmark our home page, www.yvcu.org, rather than the Home Banking access page.

Can I make transfers to my family accounts or perform other third-party transfers within Home Banking?

Yes. You can easily make third-party transfers from your account to another account on which you are a joint owner. It will automatically appear as a selection on your Third-Party Transfer screen. You will need to request that the Credit Union establish "Transfer To" capability for other accounts for which you wish to transfer funds.

What software do I need?

To use Home Banking, please be sure your Web browser is up-to-date to provide security for your transactions through data encryption. The most common are:

• Netscape Navigator
• Microsoft Internet Explorer
• MSN
• AOL
  Today, most computer systems come pre-installed with one or more of these browsers. Some are also available for downloading off of the Internet. Regardless of which browser you use, the "Cookies" option must be enabled. For further information, please read the section, "What are cookies?"

I am receiving a message "Invalid account number and /or password."

If you are accessing Home Banking from your own firewall, click Tools, Internet Options. Click the Security tab. Set these Security options:

• Internet - Set the zone to Medium
• Local Intranet - Set zone to Medium. (Note some have had better success setting this to Low.)
• Trusted Sites - Set to Low.
• Restricted Sites - Set to High
• You must also click the Contents tab and disable the content advisor.

I use America Online (AOL) and am unable to log into Home Banking.

For the best performance, you must use the newest AOL Version. Older versions of AOL may use browsers that do not support some of the technology required to use Home Banking functions - i.e. security and graphics.

If you are unsure how to upgrade to the newest version, please contact AOL.

Yakima Valley Credit Union is unable to provide computer or software support answers for the use of AOL or any other browser.

I am receiving an incorrect or invalid login message.

First, you should verify that your account number was entered correctly. If your account number begins with a zero, do NOT type the leading zero when entering your account number. For example, if your account number is 012345678, you will need to enter your account number as 12345678 leaving off any -0, -9, etc., on the end of the account number. Also, the password must be between 6-12 alpha and/or numeric characters and is case-sensitive. If you entered your password in lower case, try it again in uppercase, or vice-versa. If you have tried unsuccessfully more than three times, it is possible that your account has been locked. One of our many security features is that an account is locked after three unsuccessful attempts. If you suspect this may have happened, please contact us immediately either by phone at (509) 248-1720, or our out of town members may call us at (800) 347-9222 or by e-mail during regular business hours.

I get logged in, but when I try to open an account history, I get an error.

On rare occasions these errors are caused by the system or your Internet connection being busy. Usually it is an error caused by your browser. Internet Explorer version 5 (not version 5.0x) and/or your security levels being high will cause this. You can check your security level by going to your browser option, tools, Internet options, security, custom level and check the custom settings to make sure they are set at med-low. If your security level is set at "med-low", then the culprit is your browser and you will need to check with Microsoft or Netscape for help on resolving this problem. You can contact them through the following links (http://www.microsoft.com or http://www.netscape.com).

I get 403.5 Forbidden: SSL 128 required errors.

This warning tells you that your current encryption is not 128 bit. You need to upgrade your browser to a 128 bit High Encryption version. If you are an AOL/CompuServe member, then you need to go through their customer support to get your browser updates. For Microsoft Internet Explorer you can simply open your browser. Go to the top bar of your browser and click on Help. Go to the bottom item, "About Internet Explorer", and click. Microsoft has provided a nice interface for you to see the encryption level and update your browser. If you don't want the newest IE software and want to keep your 5.1 browser, then you need to take an alternate route to upgrade. Just go to Microsoft upgrade via this link, and it will determine which upgrade you will need.

I am receiving a message about a Java-related error.

To use Home Banking, you must use a browser that is Java-compatible. You must be using versions of Microsoft Internet Explorer and Netscape Navigator that are 4.0 or higher. For AOL users, the version number should be 4.0 or higher and the browser should be version 4.01 or higher. You must also make sure you have made Java active in your browser. In Explorer you can go to Internet options, advanced tab and make sure that the Java VM fields have a check in the box.

I use America Online (AOL) and am unable to log into Home Banking.

You must use the latest version of your browser software. Older versions may not support some of the technology required to use Home Banking functions - i.e. security and graphics.

If you have questions regarding upgrading to the latest version, please contact AOL directly.

Yakima Valley Credit Union is unable to provide computer or software support answers for the use of AOL or any other browser.

I keep getting a blank screen or a screen with missing images.

You must have cookies enabled in your browser. There are ways to limit cookie usage on your computer. These options are set in your browser preferences. You can change your settings by going to, tools, Internet options, security, custom level, scroll to cookies to:

1. Disable all cookie use,
2. Accept all cookies, or
3. Prompt for each cookie.
   It is up to the individual to specify his preference. If you choose to disable all cookie use, you must manually enable them before using Home Banking and then disable them again after your session is complete.

I am receiving a message that "The Page Cannot Be Displayed" or that it is currently unavailable.

Each user session is limited to twenty minutes. After twenty minutes of inactivity, your session will automatically end. If you try to click on any other area of Home Banking, this is the type of message you will receive. You will still see the last Home Banking screen you were on because each page, as it is displayed, is copied to your computer's hard drive. Images and text are saved so that you don't have to wait for everything to reload when you return to a previously-visited page. This is true of any Web page you visit, and serves to shorten your response time on return visits to the site until your computer is turned off.

How will Home Banking transactions appear on my statement?

Online transactions will appear as "Self Service Transaction" and will have a trace number, just like transactions conducted through the P.A.L (Personal Access Line).

Can I print my account history?

Yes. When you are in your account history listing, at the top right side of the page you will find "Click here to print this page". Use this function to print just your account history.

Can I pay my bills through Home Banking?

At this time we do not provide bill payments through Home Banking.

Will I receive a receipt for my Home Banking transactions?

No. However, you can print your own record of transactions if you have a printer attached to your computer and can also view the transaction on your statement or, while logged in to Home Banking, you can view your account history by selecting the suffix of the account from the Account Summary page.

Why does the response time seem slow?

Response time is the result of a number of variables, including your Internet Service Provider (ISP) and your computer hardware (modem speed, amount of RAM, etc.), the amount of traffic on the Internet, the number of people accessing Home Banking, and the condition of your phone lines.

What if I have questions or problems?

If your questions are account-related, please contact a Yakima Valley Credit Union representative at (509) 248-1720 or our out of town members may call (800) 347-9222 or send an e-mail. If you believe the trouble you are experiencing is due to a connection problem, please contact your Internet Service Provider. Yakima Valley Credit Union is unable to provide support for the installation of your computer's hardware or software; nor is the Credit Union liable for any technical support it does provide. If you have additional questions regarding your hardware or software, we recommend consulting your user's manuals or contacting the manufacturer of your hardware or software.

Will Home Banking automatically close my session if I forget to exit?

Yes. After 20 minutes of inactivity, Home Banking will automatically close your session and disconnect.

How long will it take for Home Banking transactions to post to my account?

Home Banking transactions will post immediately. In rare circumstances, when Yakima Valley Credit Union is conducting upgrades or maintenance, your transactions will be held to post at a later time and you should receive a message within Home Banking indicating this.

How do I get Internet access on my computer so I can use Home Banking?

You will be able to locate an Internet service provider by looking in the yellow pages of the phone book under Internet.

Can I connect to Home Banking using Web TV?

Web TV currently has some compatibility issues with sites that use frames and JavaScript. This can cause Home Banking sessions to disconnect prematurely. At this time, we do not recommend using Web TV to access your accounts via Home Banking.

How do I change my Home Banking password?

To change your password click the Preferences button after logging in to Home Banking. From there, select Change Password. You will be required to enter your old password, and then your new one must be entered twice. Your new password can be from 6 to12 alpha and/or numeric characters and cannot contain or equal your User ID. When creating your new password, remember that passwords are case-sensitive. The next time you log in to Home Banking you will use your new password.

Can I print my monthly statements from the Home Banking window?

Yes! You will need to be enrolled for Home Banking before you can use this feature.

If you are enrolled for Home Banking:

1. Login to your account and click the Preferences button;
2. Click e-Statement Selection;
3. Read the disclosure;
4. Make sure Electronic appears in the window;
5. Click Accept to change from a paper statement to an electronic statement.
6. Once you enroll for e-Statements, you will be notified by e-mail when your next statement is available for viewing. (Does Yakima Valley Credit Union have your correct e-mail address? While logged in to Home Banking, select Preferences and then Change E-mail if any changes need to be made.)
7. To view the eStatement, login to Home Banking and select e-Documents.From there, you can either view your account statement or print it for your records.

If you are not enrolled for Home Banking:

Click here to see the enrollment instructions. Once logged in, follow steps 1-5 above to complete your e-Statement Selection.

Why are my account balances sometimes different on the account summary screen and on the running balance which appears on the All Transaction Activity section of the Account Detail screens?

You will notice that when you make transactions on the current day's business, the transactions are immediately deducted from your savings or checking account balance on the account summary, and in the balances in the first section of the account details. However, the transactions are not included in the All Transaction Activity section of the account detail showing your account balance until they are actually processed at the end of the business day.

When I look at my account history, I only see previous year information.

Your PC has an incorrect date of a previous year. Change your computer date to the current year to receive the current history on your account.

When clicking the link to take me to my savings account history I still receive my previously viewed checking account history.

Within your browser settings under Tools, Internet Options, Temporary Internet Files Setting Button, you need to change the stored pages option to Every visit to the page.

I am getting a blank screen when I try to login to Home Banking.

If you have upgraded your Internet Explorer to version 7.0 you may experience this. The Content Advisor in IE 7.0 has to be disabled in order to access Home Banking. While your Internet browser window is open, select Tools, Internet Options, then Content. From there select the Disable button.

Another thing that would cause a blank screen is if you do not have Java Scripting enabled. To do this login to Internet Explorer, click on Tools, then Internet Options. Click on the Security Tab, then the Internet Globe. At the bottom of the popup, click on Custom Levels.  Another window will open.  Scroll Down and set the 3 Scripting options to be Enabled. Click Ok.

Browsers

What is a browser?

A browser is a software package that allows you to view information (Web pages) that are on the World Wide Web. Some examples of browsers are Microsoft Internet Explorer and Netscape Navigator.

How do I determine which browser version I'm using?

To determine which browser version you are using:

• For Internet Explorer: Select HELP in the menu bar, then select ABOUT INTERNET EXPLORER.
• For Netscape Navigator: Select HELP in the menu bar, then select ABOUT NETSCAPE NAVIGATOR.
• For AOL: Please see the section, I use America Online (AOL) for further information.

Do I need an Internet Service Provider (ISP) for Home Banking access?

Yes. Because the Home Banking system is Web-based, you must have Internet access through a provider. There are many in the area to choose from. Before you sign up with a service provider, make sure that the number you dial for the Internet access is toll-free.

Will we be able to use Microsoft Money for downloading our account information?

Yes. This service is available. To use this service, you will need to purchase Microsoft Money software from Microsoft. When setting up Microsoft Money on your computer it will provide a list of institutions that are participating with Microsoft and this software. You will pick Yakima Valley Credit Union from this list. Use the same USER ID and PASSWORD that you use for Home Banking.

Note: You will need to be enrolled for Home Banking before you can access your account thru Microsoft Money.

How can I use another browser with America Online (AOL)?

AOL can be used as the method of connecting to the Internet like an Internet Service Provider, while viewing your information with a separate browser. This allows you the flexibility of taking advantage of new features of recommended browsers.

Can I connect to Home Banking using Web TV?

Web TV currently has some compatibility issues with sites that use frames and JavaScript. This can cause Home Banking sessions to disconnect prematurely. At this time, we do not recommend using Web TV to access your accounts via Home Banking.

What are the minimum browser requirements needed to use Home Banking?

Windows 98, 00 and Windows NT users must use either Netscape 4.51 or greater. You can receive the latest browser at http://www.netscape.com, Microsoft Internet Explorer 4.0 or greater. You can receive the latest browser at: http://www.microsoft.com, or American Online 4.0 (128-bit encryption). You can receive the latest browser at AOL's site by typing in the keyword "Upgrade".

Other Security

Is my account information secure?

Yes! Ensuring the privacy and security of your account and personal information is a top priority. No member information is accessible to the public through the Web server. Home Banking requires both your correct account number and PIN to access account information. Layers of security, designed and installed to protect your account information as well as our computers, include automatic sign-off, encryption, firewall's and password lockout. For security reasons, we recommend that you bookmark our home page www.yvcu.org, rather than the Home Banking page. Remember to LOG OFF at the end of each session. We also recommend that you clear your cache and history files after each session. In Netscape, this is done through Edit->Preferences->Advanced->Cache. In Internet Explorer, go to Tools-> Internet Options->General.

What can I do to ensure my security?

For security reasons, we recommend that you bookmark our home page, www.yvcu.org, rather than the Home Banking page. Remember to LOG OFF at the end of each session. Never reveal your password to anyone. Never write it down where anyone can find it. Change your password often, and be sure that you do not use common words that can be found in a dictionary, or numbers in a series. Try using birth dates combined with pet names, or sports teams combined with a birth date for example. Treat your Yakima Valley Credit Union user name and password with more care than you use for your ATM or credit card PIN. With the PIN, you need to present the card. Here you only have the password. In addition, you should make sure that no one is physically watching as you enter your password.

Why doesn't the padlock on my browser appear locked?

Rest assured, your account information, user name, password, application and other sensitive information is being encrypted. (An encrypted item is scrambled so that no one between your computer and Yakima Valley Credit Union's computers can read the message or the information you entered.) The reason the padlock icon provided on your browser may not appear locked (symbolizing an encrypted session) is because our Web site uses multiple frames to display information on your computer. The navigation bar across the top of your screen is one frame. The selections that appear on the left are another frame. The main portion of the site appears in the remaining frame. Frames that display general information about the site, such as the navigation bar across the top of your screen, are not encrypted. However, any screen that displays or requests information about your account, user name, password, application and other sensitive information is encrypted.

Log-off Information

To ensure confidentiality of your account information, do not click on the BACK icon located on your browser. Click on the "Log-Off" icon and close your browser to ensure that your account is not accessible to unauthorized users.

Password Lockout

In order to use Home Banking, you need to know a unique password. If someone else is trying to enter a password to view your account information, he/she won't get very far. Yakima Valley Credit Union allows only 3 chances to enter a password. After 3 failed attempts, it is determined to be fraudulent activity and the account is "locked out". No further login attempts will be allowed. To regain access, you must have set up a security question and answer while previously logged in to Home Banking. (Select Preferences then Password Reset to set up your security information.) If not set up previously, contact Yakima Valley Credit Union weekdays between 8:00 a.m. and 5:30 p.m. at (509) 248-1720 or our out of town members may call (800) 347-9222. On Saturday, call our Westside office between 8:00 a.m. and 2:00 p.m. at (509) 965-8655 or our Selah office between 8:30 a.m. and 2:00 p.m. at (509) 698-4440.

Firewall's

The Credit Union is protected by a firewall, which is a barrier between the outside Internet and the internal Credit Union network. The firewall verifies each network packet and determines whether to permit access. All incoming IP traffic is actually addressed to the firewall, which only allows pertinent information to flow into the Credit Union.

Encryption

Yakima Valley Credit Union utilizes different types of technology to ensure the confidentiality of its transactions through the Internet, such as Netscape's SSL protocol. SSL is an open protocol for securing data communications across computer networks which provides secure channels for data transmission through encryption. SSL also provides transfer capabilities of digitally signed certificates for authentication procedures. Certificates of authentication offer message integrity, thus ensuring that data can not be modified after it is sent.

How can I tell when my connection is secure?

To confirm that your information is encrypted, perform the following steps:

• Place your cursor in the frame you want to check.
• With a Netscape browser, right-click, select "View Frame Info" or select "View Page Frame Info" from the browser menu bar.
• For Macintosh users, Ctrl-click, select "New Window with this Frame" or "View Page Info" from the browser menu bar.
• With an Internet Explorer browser, right-click, select "Properties."
• Check the web address that you have accessed. If you are in a secure area, the address will appear as https://www. Notice the "s" in the address. This means that you have accessed a secure server.

Why doesn't the padlock on my browser appear locked?

Rest assured, your account information, user name, password, application and other sensitive information is being encrypted. (An encrypted item is scrambled so that no one between your computer and Yakima Valley Credit Union's computers can read the message or the information you entered.) The reason the padlock icon provided on your browser may not appear locked (symbolizing an encrypted session) is because our Web site uses multiple frames to display information on your computer. The navigation bar across the top of your screen is one frame. The selections that appear on the left are another frame. The main portion of the site appears in the remaining frame. Frames that display general information about the site, such as the navigation bar across the top of your screen, are not encrypted. However, any screen that displays or requests information about your account, user name, password, application and other sensitive information is encrypted.

Is it safe for me to enter my financial transactions or account information in my e-mail to Yakima Valley Credit Union?

E-mails through the YVCU Web Site Contact Us page are secure, but our response back to you is not sent through a secure server. To be safe we will not include or ask for any confidential account information in correspondence to or from you. If you send an e-mail directly to the credit union using the yvcu@yvcu.org e-mail address, the information is not secure. You may contact us, or we may contact you by phone. For sensitive information, call (509) 248-1720, or our out of town members may call (800) 347-9222. If you need to send sensitive information, please use the contact us secure form. It is a direct link off our Home Page.

Can I use Home Banking from outside the U.S.?

Home Banking can be used outside of the U.S. as long as you have Internet connectivity. To transact through Home Banking from international locations, at least 4.x browsers are required.

If someone knows my Social Security number, can they access my accounts using Home Banking?

You can only access your account through Home Banking if you are enrolled in Home Banking, and know the authorization code to login.

How do I change my Home Banking password?

Once you are logged in to Home Banking you can change your Home Banking password at any time by clicking Preferences then Change Password. It is recommended that you change your password every six months. The password must be a minimum length of 6 alpha and/or numeric characters with a maximum of 12. It cannot contain or equal your User ID. NOTE: The password is case sensitive. Yakima Valley Credit Union does not have access to your password.

If you forget your password, please contact the Credit Union by e-mail or call 248-1720, to have your password reset. The next time you login to your account choose Preferences and then Password Reset. This will allow you to create a question and answer that will be asked if you forget your password in the future. If you do forget it again, select Password Reset from the Home Banking login screen. From there you will be asked to enter the answer to the question you previously set-up.

Computers and Computer Software

Why is the Web site taking so long to download?

Modem speed! We suggest using at least a 56K modem for quicker download time. Keep in mind that a modem will only be as fast as the service provider. Also, large amounts of traffic on the Internet will increase the load time.

Screen Size

640x480 pixels is the standard screen size used by most computers, however, 800x600 is another popular screen size. We designed our site for the 800x600 so that all of your graphic information will be viewable for almost everyone with minimal scrolling. To change monitor setting, check your user's manual.

How do I remove the background color when I want to print one of the Web site pages?

In Explorer go to the tools, Internet options, advanced tab, and make sure there is no check mark in the box, "Print background colors and images."

Can I use my Macintosh with Home Banking?

Yes. Your Macintosh just needs Internet connectivity.

Why does the Internet Explorer browser give me a script error on my Macintosh when I exit Home Banking?

Some versions of Microsoft's Internet Explorer browser display a script error on Macintosh computers when the exit button is clicked in Home Banking. This is inherent in the Microsoft Product, and you can click "OK" to by-pass the message box. Newer versions of the Internet Explorer browser should fix the Microsoft issue. Alternatively, the Netscape browser does not display this behavior.

What are "Cookies" and why do we need them?

Cookies are bits of information that a Web site sends to a user's computer. The user's computer may then display the information back to their server on subsequent pages, actions, or visits. Home Banking uses session cookies that expire once the session has ended. The use of cookies within Home Banking is necessary for security and is required to access the system. Our use of cookies is for user authentication only. All of our cookies have expiration dates, so they will not be stored on your computer at the end of the day.

What is this new security feature?

The security feature provides added safety by helping ensure that only you can access your Credit Union account. You’ll have a picture and caption that is a shared secret between you and the Credit Union. When you see your picture you can be confident that you are at the legitimate Yakima Valley Credit Union Web site, not an imposter site. Make sure you see your picture before you enter your password.

In addition, the security feature remembers which computer(s) you normally use, preventing potential fraudsters from logging into your account.

Why do I need it?

This enhanced security feature helps protect you while you access your online account. On the Internet today, fraudsters attempt to steal your identity by impersonating the Web sites you trust. We are committed to proactively protecting you, our member, against such attacks. This security feature helps us do this.

How does it work?

When you visit your branch office, you know our faces and we know yours. This does the same thing over the Internet. It is a new method to identify us to you and you to us. When you enroll for this new security feature, you will select a security image and secuirty phrase known only to you. Whenever you log-in we will show you this image so you can rest assured that you are accessing the real Credit Union site and not an impostor site.

We also check the computer(s) or device(s) that you are using to access the Web site. Typically you will access the Web site from one or two computers, such as your work and home machine. The security feature remembers your computer. Should you need to log-in from a different computer, such as an Internet café, we will take additional steps to verify your identity, such as ask you to provide the answer to secret questions we both know the answers to. The questions and answers will have been established when you initially set-up this new feature through Home Banking.

It remembers your computer by assigning a unique identifier to each computer you use to access our Web site using standard secure cookies. The cookie is used to store the identification information only. No personal or private data is stored in any way.

How is it more secure?

It protects you from accidentally revealing your username and password to a fake site. In addition, if someone does somehow get your username and password, he will still not be able to access your account because he is not at your registered computer and won't know the answers to your secure questions.

Remember: If you do not see your security image along with your security phrase, after entering your username, do not enter your password. Never set your security phrase as your password because the image and phrase are displayed together. This is to protect your account in case someone else is near the computer you are using.

What keeps someone from stealing my security picture?

We only show you your security picture and caption if you log-in from your own computer, or after you have answered a secret question. So, it is not possible for an unauthorized person to get access to your picture.

Why am I being asked a question when I try to log-in?

We ask you a secret question when we detect that you are trying to log-in from a new computer. This is to prevent someone with stolen passwords from logging into your account. Since only you know the answer to the questions, we will know it’s really you. Generally you will be asked to answer a secret question only when you log-in for the first time from a new computer.

After you answer the question, you will be asked whether we should remember this computer for future log-ins. If you are using a personal computer, you should answer yes. If you are using a public terminal, you will want to answer no.

Can I still access my account from multiple computers?

Yes, you can still access your Credit Union account from any number of computers. If you log-in from a new computer or a public terminal, you will just need to go through one extra step of answering a secret question. This helps protect you by keeping unauthorized people from accessing your valuable information. There is no limit on how many different computers you can use to log-in to your account.

I am not an Internet expert. How easy is it to use?

It is extremely simple for anyone to use. You don’t need to memorize anything new—just use the site as usual and look for your security picture at log-in.

I share my computer with someone who has their own Credit Union account. Can both of us still log-in from this machine?

Yes, you can both use the same computer to log-in to your individual accounts. There is no limit on how many people can log-in into the Credit Union Web site from the same computer.

What happens if someone steals my password? How will it keep them from accessing my account?

When someone tries to log-in using your stolen user name and password, we will recognize that they are logging in from a different computer, and ask them a secret question. Since only you know the answers to your secret questions, they will not be able to give a correct answer. They will not be able to log-in.

Can I change my security image and phrase?

Yes, you can change your security and phrase at any time. To make the change, go to the account maintenance link after you log-in to your account.

How do you know I am logging in from my own computer?

When you log-in for the first time from a new computer, a secure (encrypted) cookie is placed on your computer. This cookie contains a randomly generated unique number that identifies your computer. The cookie is visible only to the Credit Union's secure server and does not contain any of your personal information. When you log-in after that, your Web browser sends us this cookie. This lets us know that this is your computer.

What is Phishing?

Recently there have been attempts by fraudsters to trick people into revealing their personal information, such as passwords, by creating fake Web sites that look very much like the sites of legitimate financial institutions. They send out emails randomly with links to these fake Web sites. This scam has been called Phishing, (pronounced “fishing”).

I am trying to log-in from my own computer, but the Credit Union’s Web site is not showing me my security picture. Instead, it is asking me a question. What is happening?

This might happen in rare cases if you have deleted all cookies on your computer. Before answering a secret question or entering your password, make sure that you are going to the legitimate Credit Union Web site. The easiest way to ensure this is by typing the URL of the Credit Union (www.yvcu.org) directly into your Web browser. From there, select the "Login to Home Banking" button. Then, after you answer the security question, you should see your secret picture next to the password field. If your picture is there, you can be confident that you are at the legitimate Web site and can enter your password.

What is a Trojan or Key Logger?

Some fraudsters have been putting programs on random computers in order to harvest your user ID and password information used to log-in to Web sites. They collect this information and secretly transmit it to their own computers and attempt to log-in to your site. These are called Trojans (short for Trojan Horse) or Key Loggers (for logging your keystrokes).

How does the security feature protect me from a Trojan or Key Logger?

Once you have a security image and have registered your computer, even if a fraudster steals your login ID and Password, his computer will not be registered and he will not be able to log-in as you; thus, it protects your identity and your account.