Frequently Asked Questions

Below are some frequently asked questions for specific categories:

General FAQs
Loan FAQs
eBranch FAQs
eBranch Bill Pay FAQs
Mobile Banking FAQs
Text Message Banking FAQs
Business eBranch FAQs
Touch Tone Teller FAQs


General FAQs

• What is the difference between a bank and a credit union?
• When I call my local number, why do I get directed to the Member Contact Center?
• How can I locate ATMs that are free to use for ICCU members?
• Will my Visa Credit or Debit card work if I travel internationally?
• Can I rename my accounts to something I'll remember?
• What is the best way to change my address or personal information?
• Do I have the option to change my PIN for my Visa Credit or Debit card?
• Why do deposit rates change?
• Why would I only receive one statement per year?
• When will I be asked to present my identification?
• What is Idaho Central's routing number?
• There is a surcharge fee on my receipt from a purchase I made with my credit card. What is it?
• If you have questions concerning fraud and security, please visit our Security Center.

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Loan FAQs

• Can I see my Visa payment or cash advance immediately?
• How can I avoid paying interest on my Visa Credit Card?
• How do I know what my Home Equity Line of Credit monthly payment will be?
• How can I make automatic payments to my ICCU loans from another institution?

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eBranch FAQs

• How do I print or save statements?
• How often am I required to update my eBranch password?
• How do I access eBranch?
• How does ICCU protect my personal information in eBranch?
• What type of accounts are accessible in eBranch?
• How much transaction history is available in eBranch?
• Does eBranch work with other accounting software (i.e., Quicken®,Quickbooks™, Money®)?
• What version of Money®, Quickbooks™, or Quicken® is compatible with eBranch?
• Can I choose which accounts to display in eBranch?
• How do I set up and receive my eBranch Alerts?
• How often will I receive my eBranch Alerts?
• Can I set up my eBranch Alerts via Text Message?
• How do I view my pending transactions?
• What do I need to access My Deposit?
• Can I deposit multiple checks at a time using My Deposit?
• Are my funds available immediately when I use My Deposit?
• Will I be able to see deposits made with My Deposit in eBranch?
• What should I do with my check once I deposit it via My Deposit?
• For more My Deposit help, click here.
• My Deposit failed? Click here for possible reasons.

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eBranch Bill Pay FAQs

• What are the advantages of using Bill Pay?
• When making a payment using Bill Pay, how long will it take for a payment to reach my payee?
• Is there a fee to use Bill Payment?
• Can I have multiple funding accounts to debit payments from?
• What should I do if a payee has not posted my payment?
• Can I choose the method of payment?
• What is an expedited payment?
• Is there a charge for expedited payments?
• For additional expedited payments questions, click here.

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Mobile Banking FAQs

• How do I access Mobile Banking?
• How do I know if my phone is web-enabled?
• What services are available through Mobile Banking?
• Is there a fee to use Mobile Banking?
• Which mobile devices are supported for Mobile Banking?
• Can I use Mobile Banking if I don't have an eBranch account?
• Is it safe to use Mobile Banking?
• What do I need to access Mobile Deposit?
• Can I deposit multiple checks at a time using Mobile Deposit?
• Are my funds available immediately when I use Mobile Deposit?
• Will I be able to see deposits made with Mobile Deposit in eBranch?
• What if I receive a deposit error message and I'm unable to deposit the check?
• What should I do with my check once I deposit it via Mobile Deposit?
• Mobile Deposit failed? Click here for possible reasons.

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Text Message Banking FAQs

• How do I register for Text Banking?
• What features are available with Text Banking?
• What number do I send text commands to in order to receive account information?
• What are the Text Banking commands I can use?
• Is there a fee to use Text Banking?
• Why do I receive multiple text messages back in response to a balance or history inquiry?
• Can I use Text Banking if I don't have an eBranch account?
• Is it safe to use Text Banking?

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Business eBranch FAQs

• How will Business eBranch benefit my company?
• What are the differences between Consumer eBranch and Business eBranch?
• How do I enroll in Business eBranch?
• How do I access my Business eBranch?
• What if I only want my employee(s) to access Business Bill Payment and not Business eBranch?

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Touch Tone Teller FAQs

• Is there a menu available to help guide me through Touch Tone Teller?
• Do I have to wait for Touch Tone Teller to stop speaking before I enter my information?
• Is voice recognition availabe?
• Can I choose which accounts are available in Touch Tone Teller?
• When I make a transfer using Touch Tone Teller, does the transfer occur immediately?
• When I call Touch Tone Teller after I have made a Visa payment, why does it say that I'm still due for the current month?


If you didn't find an answer to your question here, please contact us.

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General FAQs

What is the difference between a bank and a credit union?
Credit Unions are member-owned and not-for-profit, whereas banks are owned by shareholders/stockholders who receive dividends. Because a Credit Union is responsible to its members, our excess earnings are returned to our members in the form of lower loan rates, higher savings rates, etc... Banks also have to pay a Board of Directors, while a Credit Union's Board of Directors is elected by the members, and their time is volunteered.

When I call my local number, why do I get directed to the Member Contact Center?
Our Member Contact Center is designed to help you get answers to your questions in a timely manner. Our contact center staff is trained to help answer any questions from balancing your checkbook to helping you apply for a loan.

How can I locate ATMs that are free to use for ICCU members?
All of our ICCU ATMs are free to members. Plus, as a member of Idaho Central you can enjoy surcharge-free access to over 30,000 CO-OP network ATMs throughout the country. Find a CO-OP ATM near you today!

Will my Visa Credit or Debit card work if I travel internationally?
In certain countries we block Visa and Debit transactions due to excessive fraud. To eliminate this issue, please notify us before you depart and we can ensure that your card will be available.

Can I rename my accounts to something I'll remember?
Yes. Login to eBranch. From the Account Services tab, click "Account Management". From here you can choose the account you want to change and give it a new nickname.

What is the best way to change my address or personal information?
As always, please feel free to give us a call. Or if you would prefer, simply login to eBranch and click the Account Services tab. From here, to change your personal information, click "My Profile" and change your password and/or email and security question. To change you address, click "Requests" and select "Address Change" to notify us of the changes.

Do I have the option to change my PIN for my Visa Debit card?
Yes. You can visit any of our ATMs to change your PIN or call 1-877-255-0990. You have the option to select what works best for you.

Why do deposit rates change?
We're always evaluating our deposit rates to ensure we're competitive in our local market. As the market changes, our rates may change too.

Why would I only receive one statement per year?
In an effort to save on printing and mailing costs, we only send out one statement per year when certain transactions are not made during a statement cycle, such as on auto loans. If you'd like to receive more frequent statements, let us know. Another option is to sign up for eBranch where you can always view your payment history and current balance.

When will I be asked to present my identification?
We take account security very seriously at Idaho Central. If you are conducting a transaction and our branch team member does not recognize you, you may be asked to present identification. We also may have your identification on file and may pull it up during a transaction so it's possible we're checking your identification without asking you to present it.

What is Idaho Central's routing number?
Idaho Central's routing number is 324173626.

There is a surcharge fee on my receipt from a purchase I made with my credit card. What is it?
As of January 27, 2013, Visa allows merchants to pass along their payment processing costs to consumers who pay with a credit card. The surcharge cannot exceed the amount the merchant actually pays to accept credit cards, usually between 1.5% and 4%. This fee does not come from your financial institution or from the credit card company. For more information on the surcharge you received, please contact the merchant.

If you have questions concerning fraud and security, please visit our Security Center.

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Loan FAQS

Can I see my Visa payment or cash advance immediately?
Yes. You simply need to log out and back in to eBranch in order to refresh the information and see your transaction posted

How can I avoid paying interest on my Visa Credit Card?
On your monthly statement there is a Total Payoff Amount displayed. Pay this amount by the due date shown.

How do I know what my Home Equity Line of Credit monthly payment will be?
The amount due is generated at the first of each month. Once your payment for the current month is made, your next payment amount will not be calculated or show until the first of the following month. You may also use Touch Tone Teller or give us a call.

How can I make automatic payments to my ICCU loans from another institution?
You can set up an automatic payment to your ICCU loan from another financial institution by using External Transfers. Access External Transfers by clicking "Transfer to an account outside this financial institution" in the left-hand navigation menu of the Transfer Funds tab. Once you are in External Transfers, you will need to set up the Idaho Central loan account and the other financial institution account as well. When scheduling the payment, you will have the option to make it one-time or recurring. Another option is to use EZ Pay where all you need is a blank, voided check from your other financial institution. Then contact us and we'll set up your payment to pull automatically.

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eBranch FAQs

How do I print or save statements?
You can access up to 2 years of statement history on eBranch. If you would like to maintain more than 2 years of history, you can begin saving your statements to your personal computer using the following steps.
To print or save statements:
• Select the appropriate statement type
• Select the appropriate statement date
• Select "File"
• Select "Print" or "Save As" to print or save a PDF version of the statement
• To save, select the location you would like to save it to, name the file, and click "Save"

How often am I required to update my eBranch password?
Although you are not required to update your password regularly, it is recommended. You have the flexibility to change your eBranch password at any time. Simply login to eBranch, click "Profile" on the left-hand navigation menu, and change your password.

How do I access eBranch?
You'll need an Internet service provider, a modem (28,800 band or higher is recommended), and Browser software which supports Secure Socket Layer (i.e. Netscape 4.x or newer, Microsoft Internet Explorer 4.x or newer. Latest browser version is recommended).

How does ICCU protect my personal information in eBranch?
Idaho Central Credit Union has implemented an enhanced online authentication system for eBranch users. This new security feature adds an additional layer of online security to help protect you from fraud when using eBranch. We've partnered with RSA to assist us with this improved security.

What type of accounts are accessible in eBranch?
You can access the following types of accounts: Checking, Savings, Loans, and CDs/Investments.

How much transaction history is available in eBranch?
18 months of account history is available in eBranch. By default, the transaction register will display 30 days worth of history. This can be adjusted to either 60 or 90 days in the Account Services tab by clicking "Page Preferences" in the left-hand navigation menu. For account history prior to 18 months, please reference your "Statements" in the Accounts tab.

Does eBranch work with other accounting software (i.e., Quicken®, Quickbooks™, Money®)?
Absolutely. eBranch was designed to be highly compatible with these popular software products. Simply click one of your accounts in the Accounts tab, and click "Export" in the top, right corner of the Transaction Activity page. If these links are not available, please contact us and we'll enable this option for you.

What version of Money®, Quickbooks™, or Quicken® is compatible with eBranch?
We provide support for the current version, plus the previous two versions for these products.

Can I choose which accounts to display in eBranch?
Yes. Once logged into eBranch, click the Account Services tab. From here select "Account Management" on the left-hand navigation menu. On this page you can add a new account, or delete an existing one.

How do I set up and receive my eBranch Alerts?
This can be accessed from the Accounts tab, and then clicking "Alerts" on the left-hand navigation menu. From here, you can set up financial and personal alerts, and choose how you would like to receive alerts.

How often will I receive my eBranch Alerts?
eBranch will automatically perform a check once a day to determine if any of your alert criteria have been met at approximately 8:00 a.m. If so, eBranch will send out an alert to your preferred method of contact. However, you could potentially receive multiple alerts throughout the day. Alerts can also be triggered during the time that you log into the eBranch system. So, if you have an alert that checks to see if your balance falls below a threshold, you could potentially receive this alert a few times during the day depending on the number of times you sign into the eBranch system. Please note that alerts will not be sent between the hours of 8:00 p.m. and 8:00 a.m.

Can I receive my eBranch Alerts via Text Message?
Yes. To set how alerts are delivered to you, click the Options link from within eBranch. Enter your phone's text address in either the Email Address or Work Email Address field. For additional help with the alerts feature, click the Alerts button on the Accounts Summary page.

How do I view my pending transactions?
To view a transfer that you have set up between your accounts, the transaction will display in red as "Pending." You can also hide these pending transfers by clicking "Hide Pending" in your "Transaction Activity" page. To view debit authorization (or point of sale) holds on your account click "View Account Holds" on the left-hand menu from the "Transaction Activity" page. This will show you what transactions you have initiated, but haven't yet cleared your account. To view pending bill payments, click "Bill Payments" from the "Payments" tab. Once Bill Pay opens, your pending bill payments will display on the right-hand side of the page.

What do I need to access My Deposit?
You will need a scanner attached to your home computer and access to eBranch Online Banking. Once you select My Deposit in eBranch, you will be prompted to accept the terms and conditions. Once accepted, you will be able to use your scanner to deposit checks. Eligibility requirements apply. For additional information, please visit the My Deposit Help page.

Can I deposit multiple checks at a time using My Deposit?
Yes, you can make multiple check deposits during a transaction.

Are my funds available immediately when I use My Deposit?
Up to $200 will be immediately available. The remaining funds will generally be available the next business day.

Will I be able to see deposits made with My Deposit in eBranch?
Yes, deposits made using this service will be shown in eBranch. You may need to log off and back on to the system to refresh the data and see the transaction.

What should I do with my check once I deposit it via My Deposit?
Once you have deposited your check via My Deposit successfully, we recommend filing it in a secure place for 60 days and then shredding it.

For more My Deposit help, click here.

My Deposit failed? Click here for possible reasons.

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eBranch Bill Pay FAQs

What are the advantages of using Bill Pay?
Bill Pay saves you time and money. It's also safer. You can schedule payments directly from your ICCU checking account, set up recurring bill payments, and best of all - it's FREE.

When making a payment using Bill Pay, how long will it take for a payment to reach my payee?
Each payment made by eBranch will be processed either by check or by electronic funds transfer. If the payment is made through electronic funds transfer, it will take up to three business days for the payment to reach your payee. Payments made by check will be delivered via the postal service. Delivery could take up to five business days depending on where the payment is to be sent. The safest thing is to always schedule your payments at least seven business days ahead of the date they are due. This will ensure that the payment will be made and processed on time.

Is there a fee to use Bill Payment?
No. Bill Payment is free of charge.

Can I have multiple funding accounts to debit payments from?
Yes. If you'd like to set up an additional funding account, please contact us for assistance.

What should I do if a payee has not posted my payment?
You need to allow a few days for your payee to process your payment. If your payee has not posted the payment to your account with them after a few days, you can contact our bill payment provider, Metavante, at 1-877-285-0036 to research the problem.

Can I choose the method of payment?
No. Bill Payment will process the payment with one of two methods. We make the payment electronically if possible. If not, then an Online Check is produced. Over time, some payees which could not accept electronic payment may be able to. They will then begin being paid electronically.

What is an expedited payment?
An expedited payment will allow a payment to be delivered faster than our standard payments. There are two kinds of expedited payments, Expedited Electronic and Expedited Overnight Check. It will depend on what service the payee accepts as to which expedited payment option will be offered.

Is there a charge for expedited payments?
Yes, the Expedited Electronic which will deliver the finds via ACH will cost $2.00, the Overnight Check option is $15.00 where a check will be sent to the payee.

For additional expedited payments questions, click here.

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Mobile Banking FAQs

How do I access Mobile Banking?

In order to access Mobile Banking, you need to have eBranch access (a valid sign-on ID and password) and a wireless device with an internet connection. Simply enter the ICCU Mobile URL iccu.com into the browser of your web-enabled wireless device and then log in using your eBranch sign-on ID and password. Don't have eBranch? Sign-up today.

How do I know if my phone is web-enabled?
If you have a MiniBrowser, MicroBrowser, or Wireless Web on your phone, then it is most likely web-enabled. Contact your mobile phone carrier to confirm that your phone is web-enabled and that the service is activated. Data charges may apply.

What services are available through Mobile Banking?
Mobile Banking features account balances, account transaction history, transfers, view cleared check images, stop payment, branch/ATM locator, rates, and payment options. More options are available through our iPhone® and Android™ apps such as Mobile Deposit.

Is there a fee to use Mobile Banking?
No. Mobile Banking is free of charge. However, data charges or additional fees to access the internet from your device may apply to your wireless plan. Please contact your wireless service provider for additional information.

Which mobile devices are supported for Mobile Banking?
You can access Mobile Banking from any web-enabled phone (such as WAP enabled phones), PalmOne OS devices, Pocket PC devices, or RIM Blackberry devices. There are also iPhone® and Android™ apps available. Note: The devices must have access to the internet.

Can I use Mobile Banking if I don't have an eBranch account?
An account is not required for Mobile Banking in order to access general information such as rates and locations. However, in order to make payments, transfer funds, etc., with Mobile Banking, you must first enroll in eBranch to obtain a sign-on ID and password. This information is then used to access Mobile Banking.

Is it safe to use Mobile Banking?
Yes. Mobile Banking is encrypted using the Wireless Transport Layer Security (WTSL) protocol, which provides the highest level of security available today. All data that is passed is also encrypted using the Secure Socket Layer (SSL). Additionally, a session time-out feature will log users out of ICCU Mobile after five minutes of inactivity.

What do I need to access Mobile Deposit?
You will need to install the ICCU Mobile Banking App to your iPhone® or Android™ mobile device. If you are eligible for Mobile Deposit, you will have immediate access and can begin using the camera on your mobile device to deposit checks. Eligibility requirements apply. For questions, please contact us.

Can I deposit multiple checks at a time using Mobile Deposit?
You can only make single check deposits during a transaction.

Are my funds available immediately when I use Mobile Deposit?
Up to $200 will be immediately available. The remaining funds will generally be available the next business day.

Will I be able to see deposits made with Mobile Deposit in eBranch?
Yes, deposits made using this service will be shown in eBranch or using the ICCU Mobile Banking App. You may need to log off and back on to the system to refresh the data and see the transaction.

What if I receive a deposit error message and I'm unable to deposit the check?
There may be information on the check that is unreadable or the system is not able to process. Please take the check to your local branch for deposit.

What should I do with my check once I deposit it via Mobile Deposit?
Once you have deposited your check via Mobile Deposit successfully, we recommend filing it in a secure place for 60 days and then shredding it.

Mobile Deposit failed? Click here for possible reasons.

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Text Message Banking FAQs

How do I register for Text Banking?
You can register your phone by entering your eBranch sign-on ID and password on the Text Banking enrollment page. Simply follow the steps to add a new device and you can begin using the Text Banking features.

What features are available with Text Banking?
With Text Banking you are able to receive balance information for all of your eBranch accounts. You're also able to receive the last 3 transactions for each of your eBranch accounts.

What number do I send text commands to in order to receive account information?
The SMS short code for Text Banking is 21443.

What are the Text Banking commands I can use?
Text any one of the following commands to 21443: iccu bal - receive current account balances, iccu hist - receive last 3 transactions for accounts, iccu cmd - receive a text message of commands, iccu help - receive help information, iccu stop - unregister your device.

Is there a fee to use Text Banking?
No. Text Banking is free of charge. However, text charges for your device may apply to your wireless plan. Please contact your wireless service provider for additional information.

Why do I receive multiple text messages back in response to a balance or history inquiry?
Most wireless service providers only allow 160 characters per text message. As a result of this limitation, the Text Banking system will break up the text messages that are sent to you into multiple messages.

Can I use Text Banking if I don't have an eBranch account?
No. You must already have an existing sign-on ID and password for eBranch in order to enroll for Text Banking. Don't have eBranch? Sign up today.

Is it safe to use Text Banking?
Yes. The Text Banking system will not send text messages with any confidential information about you or your accounts. However, we strongly recommend that you rename accounts appropriately in eBranch to mask full account numbers prior to using the Text Banking system. Additionally, the Text Banking registration process requires the same secure login information for eBranch in order to successfully register your device.

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Business eBranch FAQs

How will Business eBranch benefit my company?
Having Business eBranch will allow your company to easily track your balances, pay bills, and view statements all with customizable user access.

What are the differences between Consumer eBranch and Business eBranch?
With Business eBranch and Bill Payment you are able to create users and set permission levels, pay multiple invoices with one check, approve payments before they are sent, and utilize more reporting options.

How do I enroll in Business eBranch?
Enroll online! You will have access to your accounts online within one business day.

How do I access my Business eBranch?
Just like regular eBranch, you login to Business eBranch by clicking the "Login to eBranch" button from any page on the iccu.com website. Your unique Sign-On ID and Password authenticate you to your business account information.

What if I only want my employee(s) to access Business Bill Payment and not Business eBranch?
Business eBranch and Bill Payment require separate user names and passwords. You may set up employees with access to either eBranch, Bill Payment, or both. The link to Bill Payment is located within eBranch, so we recommend business owners have their users save the Bill Payment log-in page as a favorite in their web browser if they would like to bypass Business eBranch and access Bill Payment only.

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Touch Tone Teller FAQs

Is there a menu available to help guide me through Touch Tone Teller?
Yes, we have prepared a Touch Tone Teller menu guide.

Do I have to wait for Touch Tone Teller to stop speaking before I enter my information?
No. You can select the option you want without waiting for the system to stop speaking. Our Touch Tone Teller menu may help guide you.

Is voice recognition available?
Yes, however if there is marginal background noise when you're calling, the voice recognition feature may have a hard time understanding what you're saying. In these cases it would be best to use the Touch Tone Teller menu instead.

Can I choose which accounts are available in Touch Tone Teller?
To simplify the number of accounts you hear in Touch Tone Teller, you may remove those you do not want to hear. Simply give us a call or visit your local branch and they will be happy to make this change for you.

When I make a transfer using Touch Tone Teller, does the transfer occur immediately?
Yes. Transfers do occur immediately.

When I call Touch Tone Teller after I have made a Visa payment, why does it say that I'm still due for the current month?
You are only due if it says the current month and gives you a current payment (Example: $25 due on 12/15). Once you have satisfied your payment, it will take one business day to process and then an amount due will not be given.

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