Frequently Asked Questions
Click the links below to view frequently asked questions about that topic:
Remote Deposit Capture
System and Browser Requirements
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.
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.
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.
Q. Are there any enhanced security features in Online Banking?
- 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
- Within Bill Pay, you can use eBills, which will prevent
the possibility of information being stolen from paper bills
in your mailbox.
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.
Q. I only see 10 days of transaction history in
the Account Access section of Online Banking. How can I see
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.
Q. Can I order checks
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.
Hide Online Banking section
Q. Is Bill Pay free?
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
Hide Bill Pay section
Adding Accounts (Aggregation)
Managing Outside Accounts
- 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.
- 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.
- 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.
- 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
- 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
- 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.
- 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.
- How often is my account information from other
financial institutions updated?
Answer: FinanceWorks obtains transactions
nightly. The exact time varies daily.
- 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.
- 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
- 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.
- 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.
- 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.
- 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
- 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.
- 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.
- 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.
- 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
- 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.
- 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.
- What do the colors mean on the graphs?
- Black bar = today's date
- Gray bar = how much you've spent in relation to your budget
- Green bar = amount remaining to spend
Tracking Spending (Trends)
- 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.
- 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
Bills & Reminders
- 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
- How do I see a year's worth of data in my spending
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.
- Can I add my own spending categories?*
Answer: Yes. Simply click on the
+ Add link next to the word Category wherever
you see it.
- 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).
- 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.
- Can I set up bill payments here?
Answer: Yes, click on the Make Payments
link under Other Tools to access Bill Pay.
- There are reminders that I didn't add - why are they
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.
- 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.)
- 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.
- 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.
Hide FinanceWorks section
- 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.
- 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.
- 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
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.
- I don't want to use FinanceWorks anymore. Can I
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.