Online Account Access Expert Guide - FAQs

Q. How do I sign up for Online Account Access?
  1. Click “Enroll” found on the right top side of the Ascentra webpage.
  2. Click “I Agree” after reading disclosure on next page.
  3. Answer authentication questions and click “Submit”.
  4. Create a User ID and Password and click “Submit”.
  5. Success! Your User ID and Password were created. Create Pass-phrase and choose an image and click “Next”.
  6. Select challenge questions and answers and click “Next,” confirm your account settings and you’re done.
Q. Can I change my Online Account Access password? 
Yes, you have the option to change your password on-line, any time you want. Just log in and click on "Your Preferences", then "Member Preferences”.

Q. I’m locked out of Online Account Access. Can I unlock my account on my own? 
If you forgot your password or are locked out of your account you can reset your password for Online Account Access by clicking on the "Forgot Password or Locked Out?” link just below the Log In box and follow the authentication questions as instructed and click "Submit". Choose an account password and click the Submit button. You can then click on the "Return to Login Page" link and use your new password.

Q. Can I send or receive money from another financial institution?
Yes. MyBillPay allows you to send or receive money from another financial institution using Online Account Access (this is not available in the MyMobile app at this time). To do this, log into your account, click on “MyBillPay”, then “Pay Bills”. MyBillPay will launch. If you have not used MyBillPay recently you will need to go through an enrollment step to enroll your checking account. This enables all features of MyBillPay, including the option to send or receive money from another financial institution).

If you are a regular MyBillPay user you will see tabs at the top of the screen that say Payment Center, Activity, Popmoney, Transfer Money, etc. If you have not used MyBillPay before you will see a screen that walks you through a three step process to start paying bills, to skip this step click on the link “What else can I do?” at the bottom. Click on “Transfer Money”. Before you can make a transfer you need to click on “Add an Account”. Follow the prompts to add and verify an account you have at another financial institution. Once you have verified your account you will be able to start making transfers.

The transfers can take 24-48 hours to process after initial setup. There is a $1.00 fee for both inbound and outbound transactions with a cutoff time of 9:00 p.m. central standard time.
Q. I am receiving an Incorrect or Invalid Login message. What can I do? 
There are several things you can try to correct this situation. First, make sure you have spoken with a credit union representative who has set your account up for Online Account Access, and that you have given them a temporary password to get initial access to your account. Verify that your User ID was typed correctly, entering all necessary digits or numbers. 

Try deleting your temporary Internet files in your browser. You also need to be sure that cookies and Java have been enabled in your browser. For more information on cookies, see "What are cookies? "

Also, keep in mind that your password is case sensitive. The way the password was entered the first time is the way it must be entered each time. For example, if your CAPS LOCK key was on when you changed your password online, then it must be entered each time in upper case. If you entered your password in mixed case, it must be entered that way each time (an example of mixed case is: PaSsWoRd). 

If you have tried unsuccessfully more than three times, it is possible that your account has been locked. For your protection, an account is locked after three unsuccessful attempts are made to access it. If you suspect this may have happened, please contact our Call Center by phone at 355-0152 or 1-800-426-5241 Ext. 0 during regular business hours. You may also adjust the Preferences in Online Account Access so that you can unlock your account on your own in the future.

Q. I have multiple accounts. While logged on with one account number, I see information for the other account numbers. What is causing this? 
When you visit any site on the Internet, the web pages and its files (such as graphics) are stored on your hard disk as you view them. This speeds the display of pages you have already visited, because your browser can open them from your local hard disk rather than from across the Internet. 

Through user-specified settings in your browser software, you control when or if the browser checks the sites for changes. If the browser is set to never check for changes or updates, old information from your hard disk will be used, in this case giving the appearance of "crossed information." 

You must change your browser's settings so that it will check for new information each time you log on to an account. This can also easily be accomplished by clicking on your browser's REFRESH button, but then you would have to remember to do that each time. In order to change your browser's settings, please refer to your browser documentation. Below we have provided instructions for two browser versions, which should provide the basic instruction to locate these settings in your browser. 

For Netscape Communicator version 7.2: 
Click Edit, then Preferences, then in the Category box, click on the + next to Advanced, then under that click on the word Cache, then in the main box on the right under the section Document in cache is compared to document on network click the radio button next to Every Time. Click OK to save your new settings. 

For Microsoft Internet Explorer 8.0 or 9.0: 
Click Tools, then Internet Options, then under the section "Browsing history," click Settings, then under Check for Newer Versions of Stored Pages click on the radio button next to Automatically, Click OK to save your new settings. 

Q. After entering my account number and password I keep getting returned back to the login page, get a blank screen or a screen with missing images. What is causing this? 
You must have cookies enabled in your browser. There are ways to limit cookie usage on your PC. These options are set in your browser preferences. You can: 
  1. Disable all cookie use, 
  2. Accept all cookies, or 
  3. Prompt for each cookie. It is up to the individual to specify their preference. If you choose to disable all cookie use, you must manually enable them before using Online Account Access and then disable them again after your session is complete. 
Q. What are cookies? 
Cookies are small files loaded onto a user's PC which "communicate" with a web server. These cookies store a "profile" which lets the web server know certain demographics about the PC being used (possibly hardware components and/or software used) as well as specific "preferences" for the PC user. 

This allows the web server to custom tailor the content viewed on the website. This could be to display information obtained from the previous session or to show you what would pertain to your session and not inundate you with graphics or verbiage that you would not be able to use or be interested in. Cookies have expiration dates. Always use the "LOG OFF" button when you are finished, this will insure that cookies that were used for your session are removed. 
Q. Is my account information secure? 
Ascentra Credit Union has implemented a security system that safeguards your money. Ascentra Credit Union has been equipped with a protected environment that uses a nationally recognized networking architecture. It consists of the highest level of data encryption available today (128-bit) throughout the transmission to prevent unauthorized access. Also, no member information is stored on a Web server that is assessed by the public. Member information is safeguarded behind layers of security, which include multifactor authentication, automatic sign off, encryption, firewalls, and password lockout. 

Multifactor Authentication 
In the past, a username and a password was sufficient authentication to allow our members to access their accounts online. To better protect you, we have added an additional layer of authentication. Once you have registered your home or work computer we will allow you normal access to your accounts. If you, or anyone else in the world, tries to access your accounts from a different computer, a series of additional challenge questions (setup by, and only known by you) will be displayed and access will only be granted if those questions are answered correctly AND the correct password is entered. 

Automatic Sign Off 
Sometimes you may be using a remote computer when you are banking online, so remembering to sign off is very important. However, if you do forget to sign off, Ascentra Credit Union will automatically sign off for you after a predetermined time period of inactivity. 

Ascentra Credit Union uses several different types of technology to ensure the confidentiality of all its transactions through the Internet. Netscape's Secure Socket Layer (SSL) protocol is one type. SSL is an open protocol for securing data communications across computer networks, providing 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 cannot be modified after it is sent. 

The credit union is protected by a firewall, which is a secure 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 Internet Protocol (IP) traffic is actually addressed to the firewall, which only allows pertinent information to flow into the credit union. 

Password Lockout 
In order to bank online, you need to use a unique password. Ascentra Credit Union allows only three chances to enter a password. After three failed attempts, it is assumed to be fraudulent activity and the account is "locked out". 

If you forgot your password or are locked out of your account you can reset your password for Online Account Access by clicking on the "Forgot Password or Locked Out?” link just below the Log In box and follow the authentication steps.

Ascentra Credit Union is dedicated to providing its members with alternative banking options that have stringent, built-in security measures. We place your privacy, protection, and peace of mind at the forefront of our online banking services. 

Q. I am receiving a message about a Java-related error. 
A. To use Online Account Access, you must use a browser that is Java compatible. You must also make sure that you have enabled Java in your browser.

Q. I want to transfer or withdraw from my credit card suffix, but it is not offered as a selection in the drop-down box. 
At this time, withdrawals and advances from credit card suffixes are transactions that are not available through Online Account Access. 
Q. Can I transfer money to my loan and have all the funds go towards principal only? 
No. Interest accrues on all loans daily. When you make a loan payment those funds are applied to late charges, interest, and principal. 
Q. The security message "You have requested a secure document..." keeps popping up. What should I do? 
Each time a new screen is requested, if you have not disabled security warning messages, the browser will display a message. To eliminate the need to confirm each secure page, check off the option to not show the secure warning message. 
Q. I am receiving a message that "The Page Cannot Be Displayed" or that it is currently unavailable. What is causing this to happen? 
Each user session is limited to 15 minutes. After 15 minutes have passed, Online Account Access ends your session. If you try to click on any other area of Online Account Access, this is the type of message you will receive. 

You will still see the last Online Account Access screen you were on because each page, as it is displayed, is copied to your computer's hard drive. This is true of any web page you visit, and serves to shorten your response time on return visits to the site. 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. 
Q. I am receiving the message "The Internet site you are trying to view uses a security certificate that was signed by an unknown authority. This page cannot be viewed." 
This simply means that the browser you are using is of an older version that does not understand the high-level encryption that Online Account Access uses. In order to provide you with a secure connection, you must upgrade your browser to one of those specified above. 
Q. What if my computer crashes while I'm logged into Online Account Access? 
Not to worry...the second you lose your Internet connection, you are automatically logged off our system. However, when you get your computer up and running it's a good idea to log back on to Online Account Access and verify that any transactions you entered prior to your crash were completed. 
Q. I cannot view my e-statement, what do I need to view it properly? 
Viewing or printing your e-Statement (under e-Documents) requires Adobe Acrobat version 10 or higher. If you are having difficulty with e-Statements go to and click "Get Adobe Reader", then log back into your account and try again. 
Q. What if I have a question or a problem not covered here? 
If your questions are account related, please contact our Call Center either by e-mail or by phone at 355-0152 or 1-800-426-5241 Ext. 0. If you believe the trouble you are experiencing is due to an Internet connection problem, please contact your Internet Service Provider. 
Q. Am I restricted to using certain types of browsers? 
Yes. Online Account Access has been proven to work with Internet Explorer 11, FireFox, Safari, Chrome, or Opera. Note: Javascript must be enabled for all the above browsers. See our JavaScript help page for assistance with JavaScript. 
Q. Why am I required to use these browsers? 
For your protection. Online Account Access requires a security level of 128-bit encryption. This encryption is used to secure your information as it is being transmitted over the Internet. These browsers that we have specified offer this level of protection as well as other features needed to run the Online Account Access application. 
Q. How do I determine which version of browser software I have? 
For Microsoft Internet Explorer: Select HELP from the menu bar, and then select ABOUT INTERNET EXPLORER. 

For Mozilla Firefox: Select HELP from the menu bar, and then select ABOUT FIREFOX. 

Q. I am receiving a message, " says: Please wait until your previous request completes." What can I do? 
Click the "OK" button for the message. Click the refresh page icon or press the F5 key. Once the page refreshes, you will now be able to continue with your previous task.