del Norte Credit Union
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Frequently Asked Questions

Click the links below to view frequently asked questions about that topic:

Remote Deposit Capture
System and Browser Requirements
Online Banking

1.

Q. Why do I have to enter a one time security code every time I log in?

A. Our online banking will challenge you if the system does not recognize the computer you are logging in from. To avoid this make sure your browser is configured to accept cookies. Also click here to view our system & browser requirements.



2.

Q. What if I forgot my password or User ID?

A. Simply call our Member Service Center (877) 818 - DNCU or click Forgot Password? on our homepage next to the log in box to get your password reset.



3.

Q. How do I sign up for Online Banking if I'm a new user?

A. Simply call our Member Service Center (877) 818 - DNCU to get set up.



4.

Q. Are there any enhanced security features in Online Banking?

A. Yes.



  • Users are required to add phone numbers and email addresses where they can receive their One Time Passcode (OTP) via automated voice call, text message or email. This adds another layer of security to accounts.
  • Online Banking users are able to switch to their other accounts by entering the user ID and password of those accounts.
  • Within Bill Pay, you can use eBills, which will prevent the possibility of information being stolen from paper bills in your mailbox.


5.

Q. How do I login to Online Banking?
A. You can login to Online Banking by entering both your username and password on our homepage (www.dncu.org). When you login to Online Banking for the first time, you will immediately be prompted to change your password and create your new username. Your new password requires upper and lower case letters, a number and a symbol.



6.

Q. I only see 10 days of transaction history in the Account Access section of Online Banking. How can I see more history?
A. You can easily change the amount of transaction history you see in the Account Access section of Online Banking. To change this, click the User Options tab, and then the History Date Range link below. From there, you can select to see up to 180 days of transaction history in the Account Access section of Online Banking. Then, click the Change Date Range button below.



7.

Q. Can I order checks online?

A. Yes, you are able to order checks online. You can order through Online Banking by clicking on the "Additional Services" tab in the orange tool bar, then "Products & Services". You can also order them by clicking here.



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Bill Pay

Q. Is Bill Pay free?

A. Yes.



Q. Are my bill payments still guaranteed in Bill Pay?

A. Yes. Payments are guaranteed to be made by the "Send On" date that you specify when you set up a payment



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FinanceWorks

Adding Accounts (Aggregation)

  1. What is the purpose of the search box in the Accounts area on the left hand side of my screen? I see all my Del Norte Credit Union accounts listed here. What other accounts can I add?

    Answer: FinanceWorks maintains links with about 16,000 other financial institutions in the United States. If you have accounts at any of these participating financial institutions, you can add them here. Start by typing your other financial institution's name in the search box, and a wizard will walk you through the process.
  2. I want to add my car loan at another financial institution but all I see are my checking and savings accounts. How do I add the car loan?

    Answer: Most financial institutions allow you to add multiple kinds of accounts. The only accounts not allowed in FinanceWorks itself are tiered commercial loans or general ledger accounts. If you don't see your car loan here, that's because your secondary financial institution has opted not to make it available.
  3. How much history is stored?

    Answer: For your accounts at Del Norte Credit Union, 90 days of history are available immediately. When you add accounts at other financial institutions, up to 90 days of history are available immediately. The exact number of days depends on that financial institution. For all accounts, history starts building up to 18 months.
  4. Can I add accounts at investment firms?

    Answer: Yes, there are some firms that you can add. Please note that with investment accounts, you won't be able to see every detail of your holdings in each security; you can only track some limited transactions and your balances.


Managing Outside Accounts

  1. My Wells Fargo account information doesn't seem to be updating automatically. Why not?

    Answer: Wells Fargo is unusual in that you must manually update your account information. Go to your Wells Fargo account, and click the link that says "Refresh this Account". You'll have to log in, then the information will update.
  2. I changed my Internet Banking password at my other bank/credit union. Do I need to change it in FinanceWorks?

    Answer: Yes, you must change your Internet Banking password for each account held at the bank/credit union that you view in FinanceWorks. If you don't, FinanceWorks can't refresh that account information. Go to each account and click on the "Change Sign-in Information" link.
  3. How does FinanceWorks handle Multifactor Authentication at my other financial institution?

    Answer: It depends. If the other financial institution happens to also be a Digital Insight client, then when adding that account, FinanceWorks displays the MFA challenge screen after you enter your user ID and password. Either enter the answer(s) to your challenge question(s) or retrieve the email passcode and enter that. If the other financial institution is not a Digital Insight client, then the following types of MFA are supported and will be displayed next: Secret Question with MFA cookie and Key Pad login.
  4. How often is my account information from other financial institutions updated?

    Answer: FinanceWorks obtains transactions nightly. The exact time varies daily.
  5. I see that my account information from my other financial institutions is not displaying my transactions from today in FinanceWorks. How do I view my most current transactions (from today)?

    Answer: If you want to view transactions from today, click on "Refresh this Account". All your accounts at that financial institution accessible by the same sign-in information will be updated at the same time. You can also click the Refresh button on the Home page (under Accounts) to manually refresh all accounts.
  6. Why are there transactions on my credit union/bank's website that aren't in FinanceWorks yet?

    Answer: There can be a one-day delay, depending on when your credit union/bank makes transactions available.


Managing Transactions

  1. Can you explain Projected Balance to me? Are my reminders included in it?

    Answer: With Projected Balance, you can enter upcoming transactions to see what you'd have left in an account if expenses or deposits scheduled through today would clear your financial institution immediately. Because reminders are also part of Upcoming Transactions, they are included in Projected Balance.
  2. How is Projected Balance calculated? Can I edit it?

    Answer: Projected Balance is calculated by taking your current balance and adding or subtracting any upcoming transactions you've entered. You can't edit it per se, but you can change it simply by adding transactions.
  3. How do I view my transactions?

    Answer: Click on the account name hyperlink to view transactions for one specific account. Click the Transactions tab to view all transactions. You can also select your date range.
  4. How do I categorize my Mastercard bill when I pay it from my checking account? It seems that that expense will get counted twice in my spending reports - once from my Mastercard account and once from my checking account.

    Answer: You're correct that FinanceWorks will double those expenses. To keep that from happening, you should categorize the checking account expense as "Transfer Out". FW will then exclude that expense from your spending reports.
  5. If I return an item I purchased, how do I categorize the refund so my spending reports are accurate?

    Answer: You should categorize the return as an expense, with the same category as the purchase. So if you bought a lawn mower and then returned it, by categorizing both the purchase and the refund as "lawn and garden" expense, they will cancel each other out in your spending reports.
  6. How do I remove a duplicate transaction?

    Answer: Click on the transaction you want to delete within the list of transactions for that account, then click the Delete link at the top of that table.
  7. I want to edit multiple transactions at once - I need to re-categorize all my past Home Depot transactions to be "lawn and garden" instead of "household".

    Answer: First of all, remember that if you change one transaction now to "lawn and garden", all future expenses will be categorized the same. In addition, whenever you re-categorize a transaction, FinanceWorks asks if you want to re-categorize all past transactions to that payee.
    To re-categorize multiple transactions at once, go to Trends, select your desired date range and check the boxes for the desired accounts. Below the pie chart, click the View by Payee radio button. In the table, click the Payee that you want to re-categorize, and select the new category from the dropdown. Click anywhere else on the page and then answer the prompt to keep your changes.
  8. Can I download my transactions directly into Excel?

    Answer: Not directly. You download them first into .csv format, then import into Excel. When you use the download feature, it downloads all transactions in the selected date range, regardless of whether they've been previously downloaded.


Goals

  1. How does FinanceWorks select the categories to display when I first click the Goals tab?

    Answer: FinanceWorks selects your four most active categories. Any categories that are for fixed expenses, like Rent, are not selected. You can add and delete any categories you wish.
  2. How is the average calculated?

    Answer: FinanceWorks goes back three months from today's date, then starts at the first of that first month. It adds up spending for that category, then divides by the number of months that actually had activity. "Target" would be a better way to think of this.
  3. What do the colors mean on the graphs?

    Answer:
    • Black bar = today's date
    • Gray bar = how much you've spent in relation to your budget
    • Green bar = amount remaining to spend


Net Worth

  1. How is Net Worth Calculated?

    Answer: It takes into account all your accounts (both at your host financial institution as well as accounts at other financial institutions that you've set up to display in FinanceWorks), plus any Properties you've entered, such as your car and house.
  2. Is there a limit to the number of Properties I can add? Do they have to be actual properties?

    Answer: There's no limit. You can even have multiple properties of the same type, such as multiple cars. And they do not have to be actual properties. For instance, you can add a personal loan that's not tracked in FinanceWorks.


Tracking Spending (Trends)

  1. Can you explain to me how to track my spending using the pie charts?

    Answer: Yes, there are multiple pie charts you can look at. For instance, you can look at the spending for one account by going to that account and clicking the Pie Chart tab. However, it sounds like you want to track your spending across all accounts. On the Home tab, you'll see a pie chart for your spending in the period you selected. To drill down, click on the Trends tab at the top. This displays the same pie chart; however, in this view, you can click on a "piece" of the pie, then click View Transactions on the table below for that category and look at the details for that spending.
  2. How do I see a year's worth of data in my spending report?

    Answer: How long have you been using FinanceWorks?
    If their answer is anything less than 9 months: When you first started using FinanceWorks, up to 90 days* of your account history displayed immediately. In order to get a year's worth of spending report data, you must use FinanceWorks for an additional nine months. Remember that some of the accounts you added at other financial institutions may not have started off with 90 days, so it may take longer to build up to a year's worth of data for them.
    If your answer is anything greater than 9 months*: Go to the Trends tab. You can drag the start and finish dates of the adjustable bar across the top of the screen and set the start date to a year ago. A pre-set list of date options can also be chosen from the dropdown menu.
  3. Can I add my own spending categories?*

    Answer: Yes. Simply click on the + Add link next to the word Category wherever you see it.
  4. I don't understand how the spending totals are calculated - Can you explain those to me?*

    Answer: The totals are based on which accounts you have selected (check the boxes next to the desired accounts on the left hand side of the Home screen) and which timeframe you have chosen (use the slide bars across the top or choose a pre-set time from the dropdown menu).


Bills & Reminders

  1. I see this Reminder section - can I pay my bills through FinanceWorks?

    Answer: Yes, click on the Make Payments link under Other Tools to access Bill Pay. The Reminder section in FinanceWorks is a great way to remind you to set up or pay those bills! This list builds based on past transactions. You can delete reminders for payments that FinanceWorks thought were regular payments. And you can add your own bill reminders.
  2. Can I set up bill payments here?

    Answer: Yes, click on the Make Payments link under Other Tools to access Bill Pay.
  3. There are reminders that I didn't add - why are they there?

    Answer: FinanceWorks creates reminders for you based on past transactions that have been occurring regularly. If an existing reminder isn't needed, you can delete it.


Your Taxes

  1. How does FinanceWorks help me with my taxes?

    Answer: FinanceWorks helps you prepare for taxes in two ways. Tax Watch is available to you throughout the year, and a link to TurboTax Online Banking is available from December 15 to April 16. (Your financial institution may not be offering TurboTax Online Banking, in which case the link to Tax Watch appears under Other Tools.)
  2. How does Tax Watch help me prepare for taxes?

    Answer: Tax Watch by default displays your information on Charity/Donations and Childcare/Daycare, with all those transactions for this calendar year listed out already. You can add additional categories by clicking on the Find More tab. Keep in mind that the history in Tax Watch only goes back as far as your history in FinanceWorks. So if you started using FW partway through a tax year, the tax information in Tax Watch may be incomplete. Instructions at the bottom tell what you should and should not use this tool to track, mainly deductions for which you receive a tax form.


Cross Sell

  1. I saw an onscreen ad yesterday in FinanceWorks for a CD with <x>% yield, but today I don't see it. How can I get that information?

    Answer: Some of our promotions rotate, so you don't see every ad every day. You can call (877) 818-DNCU for more information.


General Questions

  1. This is the same as Quicken Online right? Why can't I see my Quicken Online information and history when I access my information through Internet Banking?

    Answer: You're right, it's essentially the same as Quicken Online, with some slight modifications for our members. It sounds like you are already a Quicken Online consumer. The reason you can't see your Quicken Online information and history is because that information is stored on a separate server. So you need to make a decision: you can keep using Quicken Online and accessing it with a separate login and password. Or you can start using FinanceWorks through Del Norte Credit Union at no cost and without worry about a separate login.
  2. It seems like it takes a long time to access FinanceWorks through Internet Banking. Why?

    Answer: If this was your very first time logging into FinanceWorks, it is slow because it's compiling all of your account information at Del Norte Credit Union. If it's not your first time but it's been awhile since you logged in, it will take awhile to compile the transactions that occurred since your last login. We recommend you log in about once a week to keep the login process fast.
  3. I didn't log out of FinanceWorks, but when I try to view my accounts, I get a timeout error. Why?

    Answer: FinanceWorks times out after 20 minutes of inactivity. Remember it's a single sign-on product through Online Banking, so if you've gone back to your Online Banking session and are working there, you will time out of FinanceWorks after 20 minutes.

    One thing to be aware of: When you log out of Internet Banking, the browser window that displays FinanceWorks does not close until that 20 minutes of inactivity mark has been reached. So someone else can view the information displayed in that window, which may be a concern on a public computer. However, if that person tries to do anything or navigate anywhere else within your FinanceWorks session, they will not be able to because the session itself was ended when you logged out of Internet Banking. Of course, you can close the FinanceWorks window yourself.
  4. I don't want to use FinanceWorks anymore. Can I unenroll myself?

    Answer: Yes you should, because then FinanceWorks will stop trying to aggregate your information from all your financial institutions. Log into FinanceWorks and click the Settings link in the upper right. You can unenroll yourself from this screen.


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Del Norte Credit Union (NMLS ID 500583)