ATTENTION QUICKEN USERS 2008 Quicken now available.  With the newer versions of Quicken, you can now download your data from Mr. OnLine by using One-Step Updates while working in Quicken.   General Features What is Mr. OnLine? Mr. OnLine is a convenient and secure way to achieve Total Internet Account Access - 24/7 - and there is no monthly fee! What transactions are available? You can perform the following transactions: Check credit union account balances Link to www.ezcardinfo.com for detailed information about your Family 1 Visa Transfer money within your account Transfer money to joint members' accounts Print a history of your transactions Access Bill Pay Download and import history to Quicken 2007 and later, MS Money or Excel Find dividend earned and interest paid information Order a check withdrawal to be mailed to your home Why should I use Mr. OnLine and which accounts can I assess? Mr. OnLine will allow you to perform routine transactions every hour, every day, everywhere. You can access all your Family 1 Federal Credit Union sub-accounts. How much does Mr. OnLine cost? Access to Mr. OnLine is free.  If the account is inactive over 90 days, due to security factors, the account will be blocked and you will have to reactivate the account. How do I sign up? What paperwork is required? How do I login? Current users: To login, hit the Mr. OnLine graphic on our homepage. New Users: Select the Mr. OnLine button on our homepage, then the ENROLL link. You will be asked to complete a short form on a secured site. Please be sure to verify the information before clicking the SUBMIT button incorrect information may result in a delay in setting up your account. Please allow 24 business hours for verification of the information you provided. We will then notify you when the account has been activated. You will then have approximately 20 days to activate the account. (If Mr. OnLine is not activated, your account will be blocked and you will have to submit another application.) Once your enrollment has been processed, click on the Mr. OnLine graphic. Use your Credit Union account number as it appears on your statement (no sub-accounts such as S1 or S2, and drop leading zeros) and your PASSWORD. That's all there is to it! You're ready to go. Please remember to keep your password and other PINs confidential. Family 1 employees will never ask you for this information. If someone claiming to be a Family 1 employee asks for that information, refuse to provide it and report the incident to our office immediately at (714) 577-8454 or send us an e-mail at cu@family1fcu.org (include just your name, area code and telephone number - do not send your account number). Can I pay bills? Yes! Click on the Bill Pay button on the top menu bar. Is there a time limit to how long I can be logged on to a session? There is no time limit. Your Mr. OnLine session can be as long as you'd like. Please note that to safeguard your account, your Mr. OnLine session will terminate automatically after 5 minutes of inactivity. How do I block my account from Internet access? If you wish to block your account after you have accessed Mr. OnLine, e-mail a Block Account request to cu@www.family1fcu.org.     Back to top   Account Transactions Is the account transaction in real time? Yes, if the transaction(s) is performed during Family 1's regular business hours. If you perform a transaction after hours, the transaction will occur and balances will reflect the activity, but the transaction history will not appear until the next business day. What are Family 1's regular business hours? Our regular business hours are: Monday, Tuesday, Thursday 8:00 - 4:00 Wednesday 10:00 -4:00 Friday 7:30 - 5:30 We are closed weekends and major holidays. Can I use Mr. On-Line to get a check mailed to a different address? No. Check withdrawals are mailed only to the address of record. Address changes must be mailed to, or performed at, our office. Can I transfer payments to another members account? You can transfer funds only if you are a joint owner on another members account. Select the TRANSFER button. Accounts that are owned jointly will appear on the menu. If you want to add or delete a joint owner, please contact Family 1 at savings@family1fcu.org. Can the joint owner on my account use Mr. OnLine? Yes, joint owners can access the account in the same way that you do. Please note that there is only one PASSWORD allowed per Family 1 account, so if you wish your joint account-holders to have Mr. OnLine access to your account, you must share the same PASSWORD. If you do share your PASSWORD with ANYONE, you are giving them permission to make any transaction that you are capable of performing with that PASSWORD. Can I transfer a payment from my savings or checking to my Family 1 loans? Yes. Click TRANSFER. Select the account you wish to transfer From, then select the account you wish to transfer To. The transaction history will display if the action occurred during Family 1's regular business hours. If the action occurs after business hours, the transaction history will appear during the next business day. Can I payoff my Family 1 loans? Yes. The Payoff Amount will display on the Account Transaction History screen during Family 1's regular business hours. Select the TRANSFER button, the appropriate From and To account, then input the payoff amount. You will be directed to input your PASSWORD to confirm the transfer request. Why didn't my loan payoff when I transferred the balance? You might have transferred just the current balance rather than the payoff balance. The payoff amount will be greater than the current loan balance because the balance does not include interest due since the last payment. Why does a paid-off loan still appear on my member accounts screen? Closed accounts, or paid-off loans, may appear on the Account Summary / Member Account screen until they are purged from the Host system. Due to reporting requirements, we cannot purge them as soon as they are closed or paid so they might remain on the screen until the scheduled purge date. If they are paid-off, they will have a zero balance. Can I view the current balance and transaction history on my Visa? Yes.  Click on the Credit Card button at the top of the page.  This will take you to www.ezcardinfo, where you can get up-to-the-minute information about your Visa transactions. Why doesn't the Visa available balance, plus the outstanding balance, equal my credit limit? The available balance added to the outstanding loan balance will total your credit limit unless there is an outstanding authorization that's not been processed yet by the merchant. A merchant will get an authorization, your credit limit will be reduced, but the actual transaction might not post to your account for 24 to 48 hours. Why doesn't the transaction history appear immediately on the account screen? If  transfers and payments are made during regular Credit Union business hours, the transaction history updates immediately on the Account screen. If the transaction occurs after Family 1's regular business hours, the transaction will occur, but the history won't update until the next Family 1 business day. When I transfer funds to my account, when are the available funds accessible at an ATM? When you transfer funds to your account during a day we are open, funds will typically be available the following business day. Can I change my address in Mr. OnLine? For security and authentication reasons, we do not accept address changes via e-mail or fax. Address changes are acceptable in writing only. Can I print a copy of my statement? Yes, you can print the most recent month-end statement. The system may allow you to select prior months statements, but the data might have been purged on the host system. Select the ACCOUNT HISTORY button. You can print a copy of your statement by going to File on your top navigational buttons, and then print to your printer. If all data does not show when you print, you may need to adjust the margins in Printer Setup on your Internet Browser bar. Can I apply for a loan in Mr. OnLine? Yes. At the sign-on screen for Mr. OnLine you will see a Loan Application button that will take you to the right page. Can I open a checking, certificate or IRA account online? You can find membership, checking, and ATM applications by clicking the cu@home button. Please send your name and address to cu@family1fcu.orgor call (714) 577-8454 for certificate or IRA account set up. I've forgotten my password, what should I do? Contact Family 1 by calling (714) 577-8454 during Family 1's regular business hours. How do I change my password? Sign on to Mr. OnLine, select the MORE button. Click on CHANGE PASSWORD and follow the directions. To maintain the security of your account information we recommend that you regularly change your password. Is tax-related information available? Yes. When you have signed onto Mr. OnLine, select the MORE button. Click on TAX INFO for current and prior year tax information. Back to top   Technical Computer issues What hardware and software is needed for Mr. OnLine? No special software is required. However, to access Mr. OnLine, you need an Internet-capable computer with a high-speed (28.8 KBPS minimum) modem and browser software that supports SSL encryption. (Typically, Netscape 4.0 or higher, or Internet Explorer 4.0 or higher). You will also need an Internet access account through an Internet Service Provider (ISP) such as Netcom, EarthLink, AOL, etc. Why is the on-screen response time slow? Response time is controlled by your computer hardware and Internet Service Provider (ISP). Factors that influence the speed of Internet transmissions include modem processor speed and the amount of RAM available on your hardware. Can I use my browsers BACK and RELOAD/REFRESH buttons? For security reasons, these buttons do not function within the Mr. OnLine secure environment and should not be used. (Note: this is a function of the Browser and is not unique to Mr. OnLine). You should use the buttons located across the top of each page for navigation throughout your Mr. On-Line session. Is Mr. OnLine both PC and MAC compatible? Yes! You can use either or both. You can login wherever you have access to your Internet account. You can use any browser that supports SSL encryption, typically, Netscape 4.0 or higher, and Internet Explorer, 4.0 or higher. Who do I contact if I'm having trouble accessing the Internet? Contact your Internet Service Providers (ISP) Technical Support department. Is there on-line help with Mr. OnLine? Yes. Just click the HELP button that appears on each page. You will find extensive context-sensitive help available on each page in Mr. OnLine.  Who do I contact if I'm having trouble with Mr. OnLine? First, click on the HELP button located in the upper right corner of your page. Answers to most operational questions can be found there. If you require additional assistance, please contact our office at (714) 577-8454 or send e-mail to cu@family1fcu.org. (Please note, this e-mail address is not encrypted and we do not recommend sending personal information such as an account number or account specifics when corresponding. Just give us a daytime area code and telephone number and someone will contact you during regular business hours.) If it is after hours or on the weekend, and you are having trouble CONNECTING to Mr. OnLine, please e-mail our home banking service bureau at webmaster@webmail.psi-cu.com. How do I import a transaction history into financial management programs? Go to ACCOUNTS. Select the account you want to download and double click to open the detail. Click on the DOWNLOAD TRANSACTIONS button and choose the file type and date range you wish to download. Select the document type and date range Click DOWNLOAD I get a File/MIME error when I try to download to Quicken/Quickbooks - what should I do?  Error Message: When you click on 'Download', your browser may display the information directly on the browser instead of prompting you to Save/Open the file. This means that your browser is not setup to understand the 'File/MIME Type' of the file you are trying to download. To resolve this issue, follow the steps provided below depending on the type of your browser.   Internet Explorer versions 3.02, 4.0, 4.01   To resolve this issue, follow these steps:   Double-click My Computer.   On the View menu, click Options or Folder Options.   Click the File Types tab, and then click New Type.   In the Description Type box, type "Money Download" for Microsoft Money, "Quicken Download" for Quicken or "Excel Download" for Excel (without quotation marks).   In the Associated Extension box, type ".ofc" for Microsoft Money, ".qif" for Quicken or ".csv" for Excel (without quotation marks).   In the Content Type (MIME) box, type "application/x-msmoney" for Microsoft Money, "application/x-qw" for Quicken or "application/x-excel" for Excel (without quotation marks).   Click OK, and then click OK again.   Empty your Temporary Internet Files folder. To do so, follow these steps: Internet Explorer 4.0 and 4.01:   a. In Internet Explorer, click Internet Options on the View menu.   b. Under Temporary Internet Files, click Delete Files.   c. Click OK, and then click OK again.           9.     Enable save encrypted pages to disk for Internet Explorer 4.0 and 4.01. To do so, follow     these steps:   a. In Internet Explorer, click Internet Options on the View menu.   b. Click the Advanced tab, uncheck the 'Do not save encrypted pages to disk' option.   c. Click OK. Netscape version 4.0   To resolve this issue, follow these steps:   Start Netscape.   On the Edit menu, click Preferences option. Click the Programs tab.   Click the File Types button, and then click New Type.   Select Applications from the Category list, and then click New Type.   In the Description Type box, type "Money Download" for Microsoft Money, "Quicken Download" for Quicken or "Excel Download" for Excel (without quotation marks).   In the File Extension box, type ".ofc" for Microsoft Money, ".qif" for Quicken or ".csv" for Excel (without quotation marks).   In the MIME Type box, type "application/x-msmoney" for Microsoft Money, "application/x-qw" for Quicken or "application/x-excel" for Excel (without quotation marks).   Click OK, and then click OK again. Other Internet Browsers   To resolve this issue, please refer to the on-line help on your browser to setup the File/MIME type similar to Netscape described above.   Back to top   Safety & Security  Is Mr. OnLine secure? Is it safe? Yes! Access to your account via Mr. OnLine is blocked and your account will remain inaccessible until you complete our Enroll process. You do not need to contact us to block your account. Before you can access your account information, your request must be authenticated. Information you submit to us via the Enrollment form is encrypted using SSL technology. This is a strong form of encryption available for commercial use over the World Wide Web and is currently the standard for financial institutions nationwide. This means that even if the information you submit on the Enrollment form is somehow intercepted by a third party on its way to our server, it is scrambled and very difficult to decode. For additional information on SSL encryption, please visit Netscape website. We have also implemented state-of-the-art firewall technology and secure password requirements to reduce the risk of attack from outside. We have in place back-office operations procedures that are not published or discussed here. Additionally, your account is protected by a password of your choosing. No one can access your account without knowing your PASSWORD, and you can change your PASSWORD as often as you like. Please remember, keep your password CONFIDENTIAL!   It is important to review your statements and other written communications that you receive from Family 1. If you feel that your account information has been compromised, contact our office immediately and we will block your account from further access.    Credit union employees will never ask you for this information. If someone claiming to be a credit union employee asks for that information, refuse to provide it and report the incident to our office immediately. Call (714) 577-8454 or send us an e-mail at cu@family1fcu.org.  Please note, this e-mail address is not encrypted and we do not recommend sending personal information such as an account number or account specifics when corresponding. Just give us a day area code and telephone number and someone will contact you during regular business hours.) If I exit Mr. OnLine for a short period, should I log off and close my browser? Yes, select the GOODBYE button each time you leave for any period of time. This will help prevent an unauthorized user from transacting on your account. Why don't all the pages show the secure padlock when I use Internet Explorer? Although the secure padlock may not appear, you can be assured that your entire session using Mr. OnLine is performed in a secure environment. This is an existing problem with certain versions of Microsoft's Internet Explorer Browser and is not unique to Mr. OnLine. Microsoft is addressing this problem. Can I use a combination alpha/numeric password for Mr. OnLine? Yes! You can personalize your password with 4 to 10 alpha/numeric characters. Why am I getting a message that I am locked out? For security purposes, we lock out anyone who tries more than a few times to login with the incorrect account number and password. If you have forgotten your account number or password, please re-enroll or call (714) 577-8454 during Family 1's regular business hours. Back to top   Multi Factor Authentication FAQs Why did my login page change? The Federal Financial Institutions Examination Council (FFIEC)recently issued guidelines that direct financial institutions to improve their online banking systems by adding Multi Factor Authenticationby the end of 2006. Because the protection of your identity and the security of your personal financial information are important to us, users will be required to register for the new enhanced online security. These are the changes made and what you can expect: The login process for has changed in three ways: Login has become a multiple step process instead of one screen where you enter your Member Number and PIN  (Password).  You now enter your Member Number and then type the Security Code that you see in the box. The first time you login, you will be asked to set up five challenge questions and corresponding answers as well as a Personal Security Image. During subsequent logins, you may be asked to answer a challenge question and verify the Personal Security Image that you select. Additional explanation follows: What is a Security Code? The security code is an extra security measure used to eliminate fraudsters from randomly selecting account numbers. Member Number: Security Code: For added security, we ask you to please type the code displayed to the right into the text box below.   4ypj What is a Personal Security Image? The Security Image is used to help you identify Internet Banking as a legitimate site. The text word you select will be converted to an image. When you log into banking you will see the Security Text Image with a watermark logo behind it. Will I still have access to all the same accounts online? Yes. This process only affects how you login, not your Internet Banking accounts. What will happen to my billpay settings, account alerts, or any other saved settings within Internet Banking that I had set up before this change? All pre-setup settings within your Internet Banking session will remain the same after this change. Why all this attention to the login process? While the chances of identity theft or monetary loss are slim, there do exist active malicious entities on the Internet that look to fraudulently gain from unsuspecting individuals. One of the most popular methods of fraud is through impersonating individuals during the login process. It is our intention to make this process as difficult as possible for these fraudsters while keeping your experience as hassle-free as possible. How do I change my Challenge Questions? When you are in Mr. OnLine, click on the MORE FEATURES button at the top of the page.  Then click on the MFA button at the top of the page. How do I change my Security Image? When you are in Mr. OnLine, click on the MORE FEATURES button at the top of the page.  Then click on the MFA button at the top of the page. What if I forget Challenge Question answers? If you can't remember the answer to one question, go back to the Sign on screen and try again - your questions will cycle through and you will get a chance to see a question that you do remember the answer to.  Once you are in Mr. OnLine, you can click on the MORE FEATURES button at the top of the page.  Then click on the MFA button at the top of the page. If you have forgotten all of your questions, please feel free to contact us and we can reset your session. Having problems with MultiFactor enrollment? To Enroll: After reading these instructions, go to the Mr. OnLine Multi-Factor Authentication Enrollment page to enroll and get enhanced security now. The initial sign-on screen has been changed to add a Security Code.  Security Codes are random and are difficult for hackers to see and enter into the correct box.  Enter your account number, PIN (Password) and then type the security code you see.  Member Number: PIN:           Security Code: For added security, we ask you to please enter the code displayed to the right into the text box below.   4ypj     After Clicking "Submit": Set up your five security questions and answers.  Click on the down arrow to choose one of our questions.  Or, create your own question.  Click on the down arrow here to see our questions... Question 1: Use one of our questions: What street did you grow up on?What was your first pet's name?Where was your Mom born?Where did you go to high school?Where did you meet your spouse?Who was your favorite teacher?Who was your least favorite teacher?In school, what was your favorite subject?If you could be anyone, who would you be?What sport would you most like to master?What is your least favorite food?What country would you most like to visit? Or create your own: Answer: Enter a Personal Security Image at the bottom of the questions page.  This is just a word or phrase that you will see every time you sign on.  Click Submit After registration is complete, you may proceed with your transactions. The next time you log in: Add the new Stronger Mr. OnLine link to your Favorites.  You will be asked one of your five security questions and you will see your Personal Security Image.  Don't enter your PIN (Password) unless you see it! PIN: Security Image:   Mr. OnLine's GREAT!     To simplify the sign on process, you may choose to register your computer. Registering your computer puts a "cookie" on your machine that tells us you are accessing Mr. OnLine from a computer that you control (as opposed to a computer that many different people use - like at an Internet Cafe). Each time you sign on you will be given a chance to register or unregister your computer.