Sidney Federal Credit Union

FAQ's and Information

Here is a list of questions and answers to most calls to the CU-Online Help Desk! TIP: Use the FIND feature from your browser (press Control-F in most cases) and specify a keyword to quickly locate the answer to your question. You may also select from one of the following categories to help narrow your search:

  1. General CU-Online questions

  2. Answers to common CU-Online problems and questions

  3. General BillPayer questions

  4. Answers to common BillPayer problems and questions

General CU-Online questions

Q How do I apply or enroll for CU-Online?
A You can request an application in person at any SFCU branch, or request an application be mailed to you by calling your local branch.
Q When is CU-Online available?
A CU-Online is available 24-hours a day, 7-days a week. However, this service may be interrupted for a short time during system upgrades and month-end processing.
Q When and how can I reach the CU-Online Helpdesk?
A The CU-Online Helpdesk can be reached at 967-7101 or toll free 877-642-SFCU(7328) Monday - Wednesday: 8:30-5pm;  Thursday & Friday: 8:30-6pm; Saturday: 9-12pm. You can also email the CU-Online Helpdesk at any time.
Q What are cookies?
A 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. You will need to have your cookies "enabled" in order to use the CU-Online Program.
Q Will I receive a receipt for transaction performed online?
A No. However, you can print your own record of transaction if you have a printer attached to your PC.
Q Do I need to load software?
A No, all you need is access to the Internet and a Web browser, either Netscape Navigator® 4.5 or Microsoft Internet Explorer® 4.0 or higher with 128-bit security.
Q Are there any fees for the CU-Online Service?
A CU-Online is a FEE-FREE Service provided by SFCU, including the BillPayer!
Q When do transactions post to my account?
A Transactions will instantly post to your account unless the Posting Server has been disabled. The Posting Server is disabled nightly at 5pm. until Day-end Processing is completed (approx. 9pm.). It is also disabled for Month-end Processing and Saturday afternoons. If you don't see your transaction occur immediately, please wait until the following business day to verify your account history.

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Answers to common CU-Online problems and questions

Q I'm receiving a message, "Incorrect Login User ID or Password is Invalid Password Lockout"?
A CU-Online allows only three chances to enter your password. After three failed attempts, it is determined to be fraudulent activity and the account is "locked out" and no further log in attempts will be allowed. Please call the CU-Online Helpdesk at 967-7101 or toll free 877-642-SFCU(7328) during business hours to regain account access (you will need to verify your identity at this time). You will also receive this message if you don't have your "Cookies" enabled. You can check to see if the option is enabled by looking under your Internet Browser Properties and "Cookies" will be found under the Security Section.
Q Can I change my password?
A You have the ability to change your password at any time, when using this service. This assures you of complete confidentiality. Simply log onto the CU-Online Program and click on the "Preferences", button, then click the  "Change Password" option. If you forget your password, please call the CU-Online Helpdesk to re-activate this service. You will need to verify your identity at this time.
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."
A This probably means that the browser you are using is of an older version that does not understand the high-level encryption that CU-Online uses. In order to provide you with a secure connection, you must upgrade your browser to one of those mentioned (above).
Q The security message "You have requested a secure document..." keeps popping up. What should I do?
A CU-Online is a fully secure application. Each time a new screen is requested, if you have not disabled security warning messages, the browser will display a message.
Q What does the message, "The maximum number of REG D transactions has been reached" mean?
A "REG D" is a Federal Regulation that limits transfers from your share accounts (except checking accounts) to no more than six pre-authorized, automatic, electronic or telephone transfers per month. Once you've reached your limit of six transfers, you will receive the "REG D" message.
Q I downloaded the last version of Netscape Communicator and can no longer access my account.
A The version of Netscape Communicator you downloaded may be the international version. This version does not use 128-bit strong encryption. Whenever you download new browser software, be sure to choose the 128-bit strong encryption version. Once you complete the 128-bit strong encryption download, make sure you have "cookies" enabled.

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General BillPayer questions

Q What is BillPayer?
A BillPayer is a service that allows you to pay your bills without writing a check. This service is available to all members who have and maintain a Draft Account (Suffix-9) with Sidney Federal Credit Union.
Q How do I enroll?
A Simply log-on to CU-Online and click on the "Enroll BillPayer" button located on the tool bar at the top of your Accounts Lookup screen. You will be required to read and agree to a disclosure agreement before the enrollment process may continue. Once you have read the disclosure and completed the enrollment process, you can then access BillPayer by clicking the "BillPayer" button, on the left of your CU-Online screen.
Q Who can I pay?
A Any individual or company you choose. For example, your utilities, mortgage, rent, paperboy, babysitter or any vendor you may choose. The only exceptions are any government agency - including but not limited to federal, state and local taxing authorities.
Q Does BillPayer support members living outside the US?
A No. The BillPayer database and system are designed to support US postal addresses only.
Q How much does BillPayer cost?
A There are no transaction fees associated with BillPayer.
Q Which accounts/suffixes can I use with BillPayer?
A BillPayer can only be used in conjunction with your SFCU Draft Account (Suffix 9).
Q How do I get started using BillPayer?
A Once you have enrolled, the first step is to setup your Payees. We already have a Master Payee List of 90,000+ vendors for you to choose from, or you may create your own if your Payee if is not in the Master List by choosing the "Add a Payee" option.
Q Is there a maximum or a minimum amount I can pay?
A Yes. The minimum payment amount is $1.00, the maximum amount for a single payment is $9,999.00.
Q How long will it take for a Payee to receive my payment?
A On average, allow two business days for electronic merchants and five business days for those merchants paid by paper check (for those unable to receive electronic payment). Your Personal Payee List will show whether a merchant is receiving payments electronically or by a check in the mail. Please remember that Sidney Federal Credit Union cannot control the delivery of payments by the post office or the posting schedule of the merchant (when the payment is actually credited to your account). Because merchants may not post the payment the same day that they receive them, we recommend that you include a few "cushion" days in your timing of bill payments. It is your responsibility to select dates to allow enough time for the payment to get to the merchant so that you are not late with your payments.

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Answers to common BillPayer problems and questions

Q How do I set up my Payees (may also be referred to as "Merchants" or "Vendors")?
A First, click on the "Payees" button in the BillPayer section. Second, click on the "Find Payee" button to search through our Master Payee List and find a payee to add to your Personal Payee List. If you do not find the payee you are looking for in the Master Payee List, try to use variations of the name (ex: enter New York State Electric & Gas for NYSEG). If your payee is not on the Master Payee List or the address does not match your payee, you will need to add the payee by choosing the "Add Payee" option. When creating a new payee, all fields must be completed. The only exceptions are the "Attn:" field and the "Ext." in the "Phone" field. If you fail to input information in all of the required fields, your payee will not be set up and you will not be able to make payments to this Payee. Once you have set up a Payee in the "Add Payee" section you will need to wait up to seven business days before scheduling a payment and the Payee reads as "Active". This allows our BillPayer Processor to verify your information with the Payee that you added. Please note: If you select a Payee from the Master Payee List, you may begin setting up payments immediately.
Q How do I schedule a Payment?
A Once you've setup your Payee List, you can click 'QuickPay' or 'Add New Payment'.  Using QuickPay you can make all your payments at once, instead of one at a time under 'Add new Payment'.  To use the 'Add New Payment' feature, simply schedule a "one-time" or "recurring" payment request and choose the payment date that you want the payment to be debited from your account (not received by the Payee). On the scheduled payment date, your payment is debited from your Draft Account (suffix-9) and submitted to the Payee the following business day via our BillPayer Processor. Payments are made electronically to the Payee whenever possible, but in some instances, if the vendor does not accept electronic payments, a check will be issued by our BillPayer Processor and mailed via U.S Mail. You can verify how the payment will be sent, by viewing the "Payment Method" column in the Payees section.
Q If the merchant has the same name, but the billing address is different than the one that I have does this matter?
A Yes! The payee that you select from the Master Payee List must have the same address as the address on your Payee's invoice/statement. If you select a payee with a different address, it could be an entirely different company, or a different office/department that has no ability to apply your payment to an account that they don't recognize. If the name of the company and the address don't match, you should add the vendor and all information yourself under "Add Payee". If you have any address questions, you should call your vendor to verify the information.
Q What is the difference between a bill paid by "Check" and one paid "Electronically"?
A A "Check" payment is a paper draft sent though the US Mail system. You must allow sufficient time for the payee to receive this type of payment just as if you were mailing the payment yourself. An "Electronic" payment is sent out electronically and is the preferred payment method, however, some payees are not able to accept this type of payment. "Electronic" payments clear within a few days.
Q What if there aren't enough funds available to process my scheduled payment?
A Overdraft protection - With an overdraft line of credit you can write yourself a loan by simply writing one of your own checks. SFCU offers up to $3,000 in overdraft protection line of credit. (subject to approval).
Share to Share Transfer - Instead of a check "bouncing" and a $20 fee assessed when you account falls short, the funds will be automatically transferred from your main share or money management to your checking account.
Q How do I check my payment status?
A Click on the "Payment History" button, and you will see a status on each of your payments, as follows:
  • "In Process" - The payment has been sent by the Credit Union to our BillPayer Processor and is awaiting further action. At this point a payment has not yet been sent to your payee, but the money has been debited from your account.
  • "Payment Sent" - The payment has been processed by our BillPayer Processor and has been sent to your payee, either electronically or by check.
  • "Check Cleared" - Your payee has deposited the check. Note that on electronic payees, the final status will be "Payment Sent."
Q What if I need to modify a scheduled payment?
A While a payment is still listed under the pending payment section, changes can be made to the payment at any time. After the payment has been picked up for processing, and the payment has moved from pending payments to payment history, no changes can be made.
Q Can I stop a payment?
A Once a payment has been sent, it will be processed according to standard procedures. On an exception basis, our BillPayer Processor may be able to stop a payment made via check only if the check has not yet cleared. However, under no circumstances can Electronic payments be stopped!
Q I made a payment to a merchant through BillPayer and it has not been withdrawn from my account. What should I do?
A Note: Processing of BillPayer payments is done in the morning of each weekday.  Therefore if you make a payment Wednesday afternoon you will not see the money withdrawn from your account until Thursday afternoon.
Also the payee must be 'Active'.  Payments to inactive payees will not go through.  Please read 'How do I set up Payees?' above.

If the transaction still has not gone through, check your Payee setup for that merchant and make sure that all required information has been provided and verify the account number you provided. Often times, a typing error or date error is responsible for a missing payment. Wait at least four business days for an electronic payment and seven business days for a check payment. Call the merchant at the end of this time to see whether they have received the payment. Once all other means of rectifying the problem have been exhausted, please call or email the CU-Online Helpdesk and SFCU will contact the BillPayer Processor and request a Payment Inquiry on your behalf. It will take up to 10 business days for the Processor to research and resolve each inquiry.
Q How do I get a copy of a check?
A You will need to visit or call your local SFCU Branch or email the CU-Online Helpdesk to request a check copy. It will take up to 10 business days for the check copy to be received.
Q Why did my Payee Account Information Change?
A Payees addresses and method of payment may automatically be changed via our BillPayer Processor. They will continuously update the payees with the most accurate information and attempt to streamline the payment process for you. Where the payee was originally being paid via check, they may automatically convert the address so that we may now make the necessary payments electronically.

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