Digital Banking FAQs


Accessing Your Account
Mobile Banking
Account Details
Commercial Accounts
Features
SmS Messaging
ADDITIONAL QUESTIONS









Accessing Your Account
How do I access Online Banking?
  • New members will need to set up an account and login.
  • Select, “Register with online banking” on the login page. Enter the personal info. Then click, “Next”
  • To verify your identity, select the method you would like to receive your verification code. Once received, enter that number and click “Next”
  • Enter the preferred username and password and click “Register”
  • Existing digital banking members will not need to download a new application. You will need to follow the same first-time sign on process.
  • New users that would like to enroll into the new Digital Banking system follow the steps above. Simply go to our website OR download the new Digital Banking app. You can download the app by going to the Google Play store or Apple App store and search for “IMCU” or Indiana Members Credit Union. Then, download and install the IMCU App.
How do I set-up Mobile Digital Banking?
  • Once you have installed the app, if you are an existing member that has used IMCU’s digital banking before you can login with your existing Login ID and Password. The system will recognize the Login ID and display the Welcome Back Screen.
  • If it is your first time using the digital banking application, please create a Login ID and Password.
  • On the Personal Information screen, enter the verifying information and click the Continue button.
  • In the Authenticate screen select the preferred Delivery Method. This can include Voice Message, Text Message and Email. Based on the selected Delivery Method, the phone number or email address in your core banking system for the account holder will be displayed.
    • Note: Only the last few digits of the phone number or the last few letters of the email address will be displayed.
  • Click the “Request Code” button
  • A new field will display to enter the Verification Code
  • Enter the code, then click the “Validate” button.
  • The select New Password screen will display. Enter the preferred password using the listed requirements
    • The system will provide feedback for any missing requirements.
  • Click the “Next” button.
  • Click the “Accept and Continue” button to accept the presented Terms and Conditions.
What is Multi-Factor Authentication and How do I Enroll?
  • Multi Factor Authentication is a security feature that requires members to complete a secondary verification step, such as entering a validation code when they attempt to log in to Digital Banking. Members will have several different security options within digital banking to use for authenticating their login attempts. These options are secure access codes (SAC), Passkeys, and a separate Authenticator app such as DUO, or Google Authenticator. Additionally, members will have the option to make their accounts even more secure by requiring MFA on every login regardless of whether their device/browser has been trusted.
  • To access the authentication options members must click on the profile button (person icon) in the upper right corner and select “Security”.
  • Once there, they will have the following options – multi-factor authentication (MFA) at every login, Use Passkey as Primary MFA Method, Authenticator App, and Register Passkey for MFA.
  • To activate two-factor authentication at every login, click “Set Up” and complete the steps below.
    • Click the slider next to “Require Two Factor Authentication at every login”
    • The system will display a message indicating the setting was changed
  • Authentication App: This feature enables members to verify their identity using a unique code generated by the Authenticator app of their choice, such as Microsoft Authenticator, Authy, DUO, or Google Authenticator. When using an Authenticator App, other less secure methods such as text, email, or voice are disabled.
  • To enable Authenticator App:
    • Download the Authenticator app of your choice on your IOS or Android Device.
    • Click the PLUS (+) button to add a new token to the app.
    • Click “SETUP” on the Two Factor Authentication tab under \Profile\Security.
    • Use your Authenticator app to Scan the QR Code provided on the authentication page.
    • Enter the code generated into your Digital Banking application and SUBMIT.
What is a Secure Access Code (SAC)?
  • A secure access code is a 6-digit number initiated by the system as an additional level of security members must retrieve and enter after they type their login id and password or use biometrics to log into your account.
How Do I Reset or Change my Password?
  • Click/Select “Forgot your Login ID or password?” option on the login screen.
  • The Reset Password screen displays. Enter the required information.
    • Requirements include: Login ID, Date of Birth and the last 4-digits of your SSN
  • Click Reset Password
  • The Multifactor Authentication screen will display. Select your preferred method of receiving the secure code or authenticating (Push Authentication/Passkey).
  • Enter the new password following the requirements displayed.
  • Re-enter the new password to confirm and Reset Password
  • This will be the new password going forward. If a user uses biometric authentication (face or fingerprint unlock), they will need to re-register for the service after entering the new password during log in.
  • Log in to your digital banking account.
  • Once logged in, click the person icon in the top right corner.
  • Select, “Security” from the drop down
  • Once at the “Security Validation” page, select “Change Password”
  • The program will ask to verify your identity by sending a code through text message, voice message, email or from the call center
  • Once you verify your account, you will need to enter your Old Password and enter your New Password. You will need to Confirm New Password.
  • Click Save and your password will be updated.
I am enrolled in Online Banking. Can I use my Online Banking log in credentials for Mobile Banking? 
  • Yes. Online and Mobile Banking is one seamless user experience utilizing a single User ID and Password.

Will the new mobile app have Touch ID or Face ID recognition?

  • If the device the member is using has facial recognition or touch ID capabilities, then the app will work using those access methods. The app will walk the member through the setup at first login.
  • You will need to make sure that the Face ID recognition option is enabled on your device before setting this up on the app!
How do I log out of the Digital Banking app?
  • Click the person icon in the top right corner of the screen.
  • Once there, select the “Log Out” button.




Mobile Banking
How much does Mobile Banking Cost?
  • You may use the service for no cost; however, your wireless carrier may charge you fees related to this service.
Is Mobile Banking Secure?
  • Yes, our Mobile Banking service utilizes best practice security services such as HTTPS, TLS encryption, password access, biometrics and application time-out when not in use. Only the phones that you enroll can access your bank accounts and no account data is ever stored on your phone.
Can I access Bill Pay through Mobile Banking?
  • The look and feel of the Bill Pay feature will be different, but all functionalities will be the same.
How do I stop or cancel a Bill Pay check payment?
  • You can place the request directly through Bill Pay by calling Member Services, IMCU employees can cancel the payment directly through the Admin Portal, or you can call or chat with an IMCU employee to make the request.
  • For payments sent as a check that have not cleared the account, you can use our main points of contact to request a stop to be placed.
    • Member Services: Contact Member services at 317.248.8556 or 800.556.9268 | Email at members@imcu.com | Chat in Digital Banking. 
Can I deposit a Check via Mobile App?
  • Yes, but step by step instructions will have to be completed during pilot.
Is your Mobile Banking app supported on my mobile phone?
  • Our Mobile Banking is supported on most iPhone®, iPad®, and Android™ devices. You can also use mobile phones with a mobile web browser that supports cookies.
Account Details
How do I update my contact information?
  • Select the person icon in the top right corner of your screen.
  • Select “Profile” in the drop-down
  • You can see all your current Contact Information and update the necessary fields
  • After you finished updating your contact information, select “Save Changes” at the bottom of the page.
How do I nickname an account?
  • On the home page click the product you want to edit under “Cash Accounts”
  • Then under “Account Details” click on “VIEW ACCOUNT DETAILS”
  • To the right of the Account Nickname click on the pencil icon.
  • You can now nickname your accounts to whatever you prefer.
How do I view my Card Controls?
  • Select the Checking or Savings account on the left side of your dashboard.
  • Next, select Card Services
  • You will now see all of your card options
How do I view my Credit Score?
  • On your dashboard, scroll down until you see “See Your Credit Score”
  • Next, fill out your personal information before accepting the terms and conditions. Click continue
  • You will now be able to view your credit score information.




Commercial Accounts
Will new Business Members still need to be set up by Business Services?
  • No, business members will now be able to create their own login information, like how consumers set up their online banking. In addition, they will have the ability to create user specific logins for anyone they wish to grant access to their online banking. This will eliminate the use of an Online Banking Authorization form.
How do I log into my Business Account?
  • First, enter the username and password
  • If you do not know your username, please watch the video below
  • If you do not know your password, please watch the video below
  • If you are logging in from an untrusted device or browser, or the member has chosen to be authenticated for every login attempt, they will be required to verify their identity with one of the following options: Secure Access Code, Passkey, or separate Authenticator App. By default, the secure access code option will be presented. The Passkey and Authenticator App will have to be added after logging in under security.
  • After successfully completing the authentication verification, the members will log into their account.

Will business members still have to use a separate app for Remote Deposit Capture?

  • No, that was a limitation in our old system that is going away with the conversion. Business RDC will now be possible within the IMCU mobile banking app.

If there is no more Online Banking Authorization form, how will business members add additional users to their accounts?

  • Business members will now be able to complete this process on their own using the Roles/Users function located in settings.




Features
What features are available?
  • Secure Multi-Factor Authentication, including one-time security codes delivered by email or text message.
  • You and joint members will have separate, unique Access IDs for enhanced security.
  • You and joint members will be able to view all their accounts across the credit union memberships plus accounts at other institutions under one Access ID.
  • Customizable spending goals and alerts to help you track savings and maintain a budget.
  • Touch ID with compatible devices allowing you to access mobile banking in seconds without typing in a password.
  • Daily balance alerts will be available.
  • Integrations with Savvy Money to help with your credit score and more will still be available.
  • And more!
How do I set-up Alerts?
  • Click on the person icon in the top right corner of your screen
  • Click on the “What’s New” option on the drop-down menu
  • Click the “Alerts” under digital banking
  • Follow the instructions and set up your custom alerts.
How do I Link to an External account?
  • Select “Make a Transfer” in the top navigation menu
  • Under Transfers on the left side of the screen, select “External Accounts”
  • Select “Add Account”
  • A disclosure will be displayed, make sure to read through and select “Accept & Continue”
  • You will need to Verify your Identity
  • Two options will be displayed, “Instant Account Verification” and “Manual Account Input”
  • Read the options and select the most efficient option for you.
  • Follow the instructions!
How do I make a Member-to-Member Transfer?
  • From the dashboard, select “Make a Transfer”
  • On the lefthand side select “Member to Member Accounts”
  • If no accounts have been added, select the “Add Account Option”
  • Enter the required information in the text boxes, select the account type and click “ADD ACCOUNT”
  • Choose the preferred Verification Method to receive an access code. Once received enter it and click NEXT.
  • The receiving account number will be needed as well as a hyphen and the share ID.
    • See example: 123456789-0010
  • To add a member account via code, enter the code the recipient has provided as well as nickname for that account and click “Add Account”. Enter the amount to be transferred, select "Review” and then click “Confirm”
How do I create a Member-to-Member Code?
  • Select “Make a Transfer”
  • Select “Member to Member Accounts” and click “Create Code”
  • Select the account you wish to create the code for receiving transfers from other members. Enter between 6-24 characters
  • Click “Create Code”
How do I set-up Periodic Payments/Transfers?
  • These can be set up by going to “Make a Transfer” > “New Transfer”. You will have the option to select One Time, Weekly, Every Two Weeks, Monthly, Quarterly, and Annually.
SMS Messaging

How will messages be delivered and how frequently will I be sent messages?

  • Messages will be delivered from IMCU Alert. For one-time passcode messages, you will receive one message per request. For Account Alerts, message frequency varies.

Can I cancel SMS Alerts at any time?

  • Yes, by visiting the Alerts page in Digital Banking and changing your settings at an individual alert level. You can stop all alert SMS messages from Digital Banking to a phone number, text STOPALERTS from the phone number you no longer wish to receive alerts at. Texting STOP will stop all SMS messages from Digital Banking to that phone. After you text STOPALERTS or STOP to us, we will send you an SMS message to confirm that you have been unsubscribed, you will no longer receive SMS messages from us to that number.

Can I opt back into the messaging after opting out?

  • If you decide to opt in again to receive messages by SMS, visit the Alerts page in Digital Banking and change your settings at an individual alert level to use the text channel. Texting START will also opt you back in to the SMS program, but you will still need to update your individual alert settings to use the SMS channel.

Will the messages affect my phone data rates?

  • As always, message and data rates may apply for any messages sent to you from us and to us from you. The number of messages you receive will depend on the alerts you subscribe to and the frequency settings you choose. If you have any questions about your text plan or data plan, please contact your wireless provider.




Additional Questions
Who do I contact with Digital Banking Questions?
  • Member Services: Contact Member services at 317.248.8556 or 800.556.9268 | Email at members@imcu.com | Chat in Digital Banking. 

Will Remote Deposit Capture still be available?

  • Yes, Remote Deposit Capture to deposit checks will still be available
Where do I go if I forgot my Account Number?
  • On the lefthand side of the dashboard you will see “Cash Accounts” and click on the desired account
  • You will see “Account Details” on the righthand side of the screen. Click the eye icon next to “Account Number” to reveal your account number.
  • Log in to your digital banking account.

How do I add a Travel Notice?

  • Click on the 3 dots in the top navigation bar. Select “Travel Notice”
  • Select your travel dates and select the cards you will be taking with you.
  • You can also schedule future travel notices by clicking the plus icon and selecting “New Travel Notice”