Online and Mobile Banking FAQ

fingers touching cell phone screenGetting Started

How do I access online banking?

From the Fort Financial Credit Union homepage, input your existing username and password and click Login. If you are new to online banking, select New User Registration to enroll.

How do I download the Mobile Banking app?

Fort Financial’s mobile banking app is available in both the App Store for iPhones and iPads and in Google Play for android phones. Type “Fort Financial” in the store’s search bar to easily pull up the app for download.

What is my username and password?

Your username and password is just one way Fort Financial helps ensure your account security. Once you download the app or visit our homepage, click on “New User Registration”. You will be able to select a username and password. Please note: Usernames cannot exceed 20 characters.

Passwords must contain:

  • 8-15 characters
  • at least 1 uppercase letter
  • at least 1 number
  • at least 1 special character such as !, $ or ?

How do I set up a PIN for easy log in to the mobile banking app?

Log in to the mobile app with your username and password. Tap the upper left corner of your screen to reveal the drop-down menu. At the bottom of the drop-down menu, there is a “Settings” icon. You can also choose to use a PIN number as opposed to a username and password combination from the Settings menu. Tap on the Enable PIN Login option to set a PIN.
*Note* This will be a 4-digit PIN number.

How do I configure Auto-Login in the mobile banking app?

Log in to the mobile app with your username and password. Tap the upper left corner of your screen to reveal the drop-down menu. At the bottom of the drop-down menu, there is a “Settings” icon. You can then select Auto-Login. This will allow you to view your balances without having to log in, however, if you move to a screen where money is actually being moved, you will be prompted for your login credentials.

How do I configure Touch ID Login in the mobile banking app?

Log in to the mobile app with your username and password. Tap the upper left corner of your screen to reveal the drop-down menu. At the bottom of the drop-down menu, there is a “Settings” icon. You can then select Touch ID Login. This will allow you to view your balances without having to log in, however, if you move to a screen where money is actually being moved, you will be prompted for your login credentials.

What if I forget my username and password?

If you forget either sign-on credential, tap on “User Help?” at the bottom of the app’s sign-on screen and follow the steps to retrieve your username or reset your password. If you are using online banking, select “Forgot Username or Password” on the sign-on screen.

Where can I find the terms and conditions?

You can view the Mobile Banking Terms and Conditions on our website.


Using Online/Mobile Banking

How do I view my Fort Financial accounts?

The Accounts section displays all of your Fort Financial accounts – from savings accounts to loans to credit cards. Selecting an account name will load recent transactions for that account below your account list. The exception to this would be the credit cards. You will only see your credit card balance (one-day old) unless you access the credit card web portal from the drop-down menu. There you can view your up-to-date card balance. Additional information about a transaction can be viewed by selecting the triangle below the transaction amount. You can also search for transactions using the search bar near the top of your screen.

How do I set a nickname for my account?

Navigate to the “Settings” icon. Here you can personalize your experience with options such as setting a start page and assigning a nickname to your account. That nickname will be used throughout to reference the account.

How do I update my contact information?

Navigate to “Profile”. Here you can update your email address, mobile phone number and street address.

How do I transfer funds between my Fort Financial accounts?

Use the Transfers section to transfer funds from one account to another. You can schedule transfers to occur in the future. You can only transfer funds to and from your own accounts inside this function. You can transfer money to an account at another financial institution through the External Transfers section.

How do I cancel a scheduled fund transfer between my Fort Financial accounts?

In the Transfers section, under the Scheduled tab, there is a minus sign icon in the upper right hand corner of the Scheduled column. Click that icon, then the red X next to the transfer you want to cancel.

How do I deposit a check?

If you have a paper check you want to deposit into your account, select “Deposits”. “Deposit a Check” allows you to select which account to deposit the funds into. In the mobile app, tap the appropriate sections to capture photos of the front and back of the check. You can deposit a check from online banking as well by saving pictures of the front and back of the check and uploading those image files to online banking. Then click “Submit” to complete the deposit. Please note it is best to take a photo of a check against a dark background.

*Note* Remote Deposit Captures (RDCs) performed after 5:00 p.m. and before 9:00 a.m. the next day will appear in your account around 10:30 a.m. RDCs performed after 9:00 a.m. and before 5:00 p.m. will appear in your account around 6:30 p.m. the same day.

Limits are based on your relationship level with the credit union:

Per Day ($/#) Per Week ($/#) Per Month ($/#)
New member (30 days or less) None None None
Basic $500/5 $750/5 $2,000/10
Classic $1,000/10 $3,000/10 $5,000/30
Premier $5,000/25 $5,000/30 $15,000/100
Student Same as Basic Same as Basic Same as Basic

How do I pay a friend?

Pay a Friend lets you send money to a friend of family member without having to know their account information. In the mobile app, select “Pay a Friend”, then “Send Money”. Enter all of the information asked to initiate a payment. Select “Submit” when you are finished. In online banking, simply select “Pay a Friend”, enter all of the information required to initiate a payment and select “Submit” when you are finished. Your recipient will be notified of the payment by the method you choose – email or phone. They will then be asked to complete additional steps on their end to complete the payment.

Limits are as follows:

Minimum Payment Amount Maximum Payment Amount
New member (30 days or less since first Pay a Friend transfer) $0.01 $500
Existing Member $0.01 $2,500

*Note* Payments created after 5:00 p.m. EST will be processed the next day.

How do I pay a bill?

Picture Pay lets you snap photos from bills you want to pay in the mobile app. After you take a picture of the bill, confirm that all of the information populated onto the screen is correct, enter the amount you want to pay and submit the payment. In the same section, you can manually set up a payee by going to “Manage Payees”. You will then click “Add Payee” and fill out the form. Once this is done, you can then use the app to make a payment.

In online banking, Bill Pay lets you set up payments from your account. You can manually add payees or upload a picture of a bill. To pay a bill, select which account to deduct the funds from and enter the amount and date to be delivered. You will select a delivery method if multiple options are available. Some payees will be paid by paper check. You can opt to expedite it for an additional fee. To schedule a recurring payment, click on Set Recurrence under the payee name and complete the fields. Then click “Confirm” to complete the payment.

*Note* The limit on bill pay is $20,000 in a 24-hour period. If a payment is made after 6:00 p.m. EST, it will be created the next day.

How do I make an external transfer?

You can transfer funds from your Fort Financial account to an account at a different financial institution by selecting “External Transfer”. You can set transfers to be one-time transfers or recurring transfers, including weekly, monthly and annually. You can also select the date you want the transfer to take place. Please note this will take 3-5 business days to set up, and once the routing and account number have been verified, you will have to validate the account setup by selecting the account and providing the amounts of the micro-deposits.

Once this is set up, an external transfer can be performed from another financial institution into your Fort Financial account as well.

Limits are are follows:

Maximum Daily Credit Maximum Daily Debit Total Maximum Daily Net Total
New member (30 days or less since first external transfer) $500 $500 $500
Existing Member $2,500 $2,500 $2,500

*Note* Payments created after 5:00 p.m. EST will be processed the next day.

How do I attach an image to a transaction?

You can attach an image – a photo of a purchase receipt, a warranty document, etc. – to any transaction. Navigate to the account and expand the transaction you want to attach the image to. In the details, select the paper clip icon toward the left side of the screen. From here, you can either take a photo with your phone while using the mobile app or upload an image file already saved to your computer when signed into online banking.

How do I turn my debit card on and off?

If you need to temporarily disable your debit card, choose My Cards from the main menu. Then click or tap on the Fort Financial card graphic. A confirmation screen will appear asking you to verify that you want to disable your card. Select Disable. The card graphic will now have stripes across it indicating it is turned off. To enable the card again, click or tap on the striped card and select Enable.

Why can’t I see my credit card history?

You can view your credit card balance and transfer funds from a Fort Financial account to make a payment on your credit card balance on online banking and the mobile banking app. If you view your balance directly in mobile or online banking, the balance displayed is one-day old. You can access the credit card web portal in the menu to see your up-to-date balance, view transactions and statements related to your credit card.

Can I make a payment to my Fort Financial credit card?

Yes, you can make a credit card payment by performing a transfer from one account to your credit card account.
*Note* credit card balances displayed are 1 day old.

Can I make a payment to my Fort Financial loan?

Yes, you can make a loan payment by performing a transfer from one account to your loan account.

How do I request a stop payment?

If you need to stop a payment made by a check you’ve written, select “Stop Payment”. You will be charged a Stop Payment fee for this service. Please note, the fee is $33.

How do I set up alerts?

The Alerts section provides several options for keeping you up to date on your accounts. First, you’ll need to enter the email address where you want the alerts to be sent. You can choose from Security Alerts and Account Alerts.

How do I enroll in eStatements?

You can enroll in eStatements within online banking. Select “Statements” to access your account eStatements. Select “View Statements” to be directed to the eStatement homepage. Follow the directions at the top of the page to set up your eStatements.

How do I view my eStatements?

You can view your eStatements within online banking. Select “Statements” to access your account eStatements. Select “View Statements” to be directed to the eStatement homepage.

How do I enroll in text banking?

Navigate to “Settings”, then “Text Banking” from the menu. Input your mobile phone number and check the box next to it. Once you sign up, you will have to verify with a code that will be texted to you. Then you have access to the following commands, which you will send to 59217:

  • “BAL” to display your account balance
  • “HIST” to review your last 3 transactions
  • “TRAN” to transfer money to another Fort Financial account
  • “HELP” for a list of commands
  • “STOP” to cancel your Text Banking service

*NOTE* The “TRAN” function only allows you to transfer from a primary FFCU account to a secondary FFCU account. This is set up when you enroll in text banking.

Can I contact the credit union through the mobile banking app?

A “Contact” icon is available on both the mobile banking app homepage and within the app’s menu. You can call or email us from the app. You can also call to report a lost or stolen debit or credit card.
*NOTE* You will need an email account configured on your device in order to email straight from the app.

How do I download my account history?

You have two options to access your account history:

  1. Select “Statements” from the menu bar along the right-hand side of the online banking site. This will direct you to your eStatement. You can then print your statement. You can also access and print historical statements as well.
  2. Download your account history from the “Accounts” screen. Simply click on the download icon. This will download the account’s history into a .csv file, which can be opened in Microsoft Excel. You can then print from Excel.

How do I print an image of a check from my account history?

Right click the check image and choose Print. Please note that the front and the back are separate images. If you want to print both the front and the back, you will have to right click each image and print them separately.

Can I import my account history into Microsoft Money?

Unfortunately, the application does not support exporting account information into a Microsoft Money file. However, we have built a free personal finance manager right into the online and mobile applications called “Your Wallet”. With it, you can track your spending, establish a budget, set goals and more.

How do I hide/show my accounts?

You can choose which accounts to display in your online banking/mobile banking view through Settings. Under the Account Settings header, click on the cogwheel icon to the far right of the account. If the account is set to show, the slider bar will be on the left and “off” will show.  Move the slider bar to the right, and you’ll see a green “on” indicating the account is now hidden from view. Please note that the hide function is not available for your primary share account.


Using Your Wallet

How do I add an account to Your Wallet?

Your Fort Financial accounts will automatically populate into Your Wallet. To add an account from another financial institution, select the “Add” button. Enter your financial institution’s name into the search box. Check the URL associated with the institution to make sure it is where you normally access your account. Enter your login information exactly as you would when logging into your financial institution directly and select “Connect”. It can take several moments for your account to upload, especially if you have more than one account loading.

How do I add or change tags in Your Wallet?

A tag is a customizable word or phrase used to categorize your transactions. We will automatically pull in your most recent transactions and tag them into categories like transportation, groceries and clothing. Customized tags give you a more accurate view of your budget, spending history and overall financial picture. To assign or change a tag to a transaction, select the transaction requiring a new or updated tag. You have the option to create a rule to apply the tag and title to all similar transactions.

How do I set up a budget in Your Wallet?

Budgets use Spending Targets to track variable expenses. They always run from the first to the last day of each month. Spending Targets are automatically color-coded based on your spending progress. To edit or delete a budget, select “Budget”. Then select the Spending Target you’d like to edit from the list.

How do I use the cash flow calendar in Your Wallet?

Use the Cashflow section of Your Wallet to get a quick glance of when your bills are due, when your paycheck is coming, and for viewing safe to spend balances. Select “Cashflow” to open the calendar and click on a day to add a new income source or bill due. You can select certain accounts to be included in your Cashflow.

How do I create a goal in Your Wallet?

You can set up a savings or payoff goal to track your progress on saving up for a big purchase or paying off a loan. Select “Goals” then choose which account you’d like the goal to be associated with and at what balance it will be complete. You can link to external accounts if you’ve previously added them to Your Wallet. Choose the date you want to have your goal completed, or how much you are able to save each month. This option will calculate a due date for you.

How do I set up alerts in Your Wallet?

Alerts are personalized notifications sent to your email and/or mobile device which help you keep track of your account activity, including upcoming bills, monitoring account balances to avoid fees and reviewing transactions. To set up an alert, select “Alerts”. Choose your alert type and enter the appropriate values as prompted. You can choose how you want to receive your alerts – via email, text message or you can choose to have all of your alerts appear on the Your Wallet dashboard once they have been triggered.


General Information

What is the mobile app?

Fort Financial’s mobile app is a free application designed for iPhone, Android and iPad.

Are online banking and mobile banking secure?

Yes, online banking and mobile banking are secure and use a number of the same security features, such as HTTPS and 128-bit SSL encryption. In addition, a username and password is needed to access both online banking and the mobile app.

Is my account information stored on my phone or computer?

No compromising data or account information is stored on your device. However, with text banking, be sure to delete any text messages that may contain balance information you do not wish to keep on your phone. Also, please note, that if you have auto login configured on your mobile phone and it gets stolen or lost, someone can open the FFCU app on the phone and see your balances.

Do I need a data plan to use the mobile app?

The Fort Financial mobile banking app does require an Internet connection to access your account information. Some devices can access the Internet through wi-fi or a data plan through your wireless provider. Please check your device for connectivity options or wireless carrier for specific data plan availability and fees. Text banking requires eligibility through your mobile provider. SMS rates may apply.


Technical Support

What if I get a new phone?

You will need to visit your new phone’s app store and download the mobile banking app to your new phone.

Where is the mobile banking app on my phone?

The download destination of the mobile banking app can vary between devices and carriers. Please check your device’s manual or carrier for guidelines about your specific device.

For additional help, check out the Online and Mobile Banking Videos. You can also call us at (260) 432-1561 or stop by one of our branches.