FREQUENTLY ASKED QUESTIONS (FAQ)

ABOUT A+COMPUTE

GENERAL INFORMATION:
ACCESS ID:
PASSWORDS:
COMPUTER EQUIPMENT:
BROWSER:
TRANSFERS:
TRANSACTIONS:
DOWNLOAD ACCOUNT INFORMATION: EXPORT DATA:
BILL PAYMENT SERVICES:
E-STATEMENTS:
SECURITY:
TECHNICAL SUPPORT:


GENERAL INFORMATION:

Q: What is A+COMPUTE?
A: It is a convenient, safe, and secure way to conduct banking transactions via an Internet connection. You can complete your banking online any time, 24 hours a day, from the privacy of your home, office or anywhere you have an Internet connection. You can use A+COMPUTE to:

• View account balances
• Transfer funds
• Review account transactions and statement
• Download account information to Quicken, Microsoft^® Money, Excel
• Perform account to account transfers
• View and print cleared share drafts
• Receive monthly statements electronically instead of by mail
• Pay Bills
• Receive E-alerts
• Place an order for share drafts
• Change your address, telephone number or e-mail address

Q: How do I sign up to use A+COMPUTE?
A: You must visit one of our offices and complete an application. Once approved, you will be provided with a unique Access ID and a temporary password to use for logging into A+COMPUTE for the first time. All joint owners on your account must sign the application.

Q: What types of accounts can I access using A+COMPUTE?
A: You can access all of the accounts (share, draft, club, CD, VISA, and loan) connected to your share account number. To access detailed VISA credit card account information, click on the Services button, and then click on the Credit Card link.

Q: After completing a transaction or researching information on A+COMPUTE, how do I exit the program?
A: Always click on the Logout button to exit A+COMPUTE.

Q: How current is the information I see on A+COMPUTE?
A: Your account balances are real-time and will change every time any transaction is posted to your account.

Q: Is the system always available to use?
A: In general, the system should be available 24 hours a day. However, technical difficulties may occur and the system may not be available at certain times. In addition, we try to conduct all of the system changes and maintenance each Sunday from 1:00 am to 4:00 am Eastern Standard Time.

Q: If I sign up for A+COMPUTE, will I still receive a monthly statement by mail?
A: Yes. You will receive a statement every month by mail unless you elect to receive your statement electronically. If you choose to receive your statement electronically, you will receive email notification of your statement availability every month.

Q: Is there a fee to use A+COMPUTE?
A: No.
 

ACCESS ID:

Q: What is my Access ID?
A: Your Access ID is your 3, 4, or 5 digit regular share account number. You must use that same Access ID each time you log into A+COMPUTE. Your Access ID provides security and only you know the password to obtain your account information contained in this site.

Please note: To prevent unauthorized access, memorize your Access ID and do not write it anywhere. Keep your Access ID and password confidential, secure and do not disclose them to anyone. Prevent other people from observing the entry of your Access ID and password.


PASSWORDS:

Q: What is my password?
A: You will be given a temporary password along with your Access ID at the time you sign up for A+COMPUTE. The first time you log into A+COMPUTE, you will be required to change the credit union assigned temporary password. You can select any password you like, but it must be 7 to 15 characters in length and contain both alpha and numeric characters. All alpha characters are case-sensitive. Your password provides security and only you know the password to obtain your account information contained in this site.

Please Note: To prevent unauthorized access, keep your Access ID and password confidential, secure and do not disclose them to anyone. Prevent other people from observing the entry of your Access ID and password. Avoid using easily available information such as your mother’s maiden name, your date of birth, the last four digits of your social security number, your phone number, etc. Selecting letters and numbers that do not create a common word but instead represent the first letter of each word in a favorite phrase, poem or song (referred to as mnemonics) can create a memorable but difficult to crack password.

Q: What is an “alphanumeric, case-sensitive” password?
A: Alphanumeric means that both numbers and letters must be used. Case-sensitive means that both upper and lower case letters are used. Therefore, “a” is not the same as “A.” For example, if your password is “123A+COMPUTe,” you must type it exactly like that. “123A+COMPUTE” will not allow you to access the system.

Q: Can I change my password?
A: Yes. Once you log into A+COMPUTE, you can change your password by clicking on the Profile button at the left of any page and then click on the Preferences link. Then click on “Change Password.” It is a good idea to change your password at least quarterly. You should always change your password if you suspect someone knows it or observed you entering it into your computer.

Q: What if I forget my password?
A: Call us or visit one of our offices. After we have verified certain information, we will change your password for you. The next time you log into A+COMPUTE, you will be required to change that password. You may also click on the blue “Forget your password?” link on the Login screen. By correctly answering questions about your account, your password will be reset.


COMPUTER EQUIPMENT:

Q: What type of computer equipment do I need to connect to A+COMPUTE?
A: You need a properly configured Internet-capable computer system. Some of the operating systems that can be used are Windows 95, 98, NT 4.0, ME, XP, 2000, Linux (Tested with Red Hat 6.1) or Macintosh OS 7.6 or higher. In addition, you will need to establish an Internet connection with an Internet Service Provider (ISP) and install an Internet browser such as Internet Explorer, Netscape, etc.

Q: What are the software requirements to use an Apple Macintosh computer?
A: You need a Macintosh computer with a PowerPC processor, MAC OS 7.6 or higher, Java version 2.2 (MRJ 2.2) and Internet Explorer version 5.0 or higher.

Q: How should I set up my monitor for the best viewing of A+COMPUTE?
A: Your computer should be set for 16-bit color (High Color) at 800 x 600 resolution. Go to START at the bottom left of your screen. Go to SETTINGS. Go to CONTROL PANEL. Click on DISPLAY. Click the SETTINGS tab. Select your screen resolution (800 x 600) and color settings (16-bit).


BROWSER:

Q: What browser should I use to access A+COMPUTE?
A: We require that you use an Internet browser that supports 128- bit encryption and SSL (Secure Socket Layer) support. Minimum browser requirements are:

Java Enabled Microsoft Internet Explorer 4.x or higher (Macintosh OS 7.6 or higher requires Java Enabled Microsoft Internet Explorer 5.0 or higher))

Java Enabled Netscape Navigator or Netscape Communicator 4.x or higher

Q: What is 128-bit encryption? How can I confirm whether my browser uses 128-bit encryption?
A: Browser encryption standards have varied from 40-bit to 56-bit. However, in order to use A+COMPUTE, you must use a browser with encryption that is 128-bit. The 128-bit provides the highest level of protection for all of your Internet communications128-bit encryption is typically a standard feature of newer browsers. To confirm 128-bit encryption for Microsoft Internet Explorer 4.x:

Open Internet Explorer on your screen. Go to HELP. Click on ABOUT INTERNET EXPLORER. It will display “VERSION (should be 4.x or higher) and CIPHER STRENGTH: 128-bit.” If it is not 128-bit, click on UPDATE INFORMATION and download a service pack from Microsoft to update your browser.

Q: What is SSL? How can I confirm whether my browser uses SSL (Secure Socket Layer) Support?
A: SSL ensures that electronic messages between your browser and FASECU cannot be read even if intercepted by an unauthorized person. To confirm that your browser uses SSL with Microsoft Internet Explorer 4.x:

Open Internet Explorer on your screen. Go to TOOLS. Click on INTERNET OPTIONS then select the ADVANCED tab. Scroll down to SECURITY. A checkmark should be displayed in the box next to USES SSL 2.0 and/or 3.0 if not, click on the box to place the checkmark.

Q: Do I have to type in a long address each time to access A+COMPUTE?
A: No. Simply go to www.fasecu.org and click on the A+COMPUTE icon. To add the address to your list of favorite Web site addresses for Microsoft Internet Explorer 4.x or higher:

Go to FAVORITES. Click on ADD TO FAVORITES. A box will appear, type in the name you want to call your favorite in the NAME box. Click on OK. After it is set up go to FAVORITES and click on the name you gave to the A+COMPUTE URL.

Q: I used a computer and it brings up my name and password automatically when I start to log into A+COMPUTE. For security reasons, I do not want this to happen because anyone has access to my accounts. To stop this from happening with Microsoft Internet Explorer 4.x or higher:
A: Go to TOOLS. Click on INTERNET OPTIONS. Click on CONTENT. Click on AUTOCOMPLETE. Click on CLEAR PASSWORDS. Click on OK three times. You should enter your password each time you log into A+COMPUTE. If you suspect someone else may know your password, change it immediately.


TRANSFERS:

Q: When will my transfers be completed?
A: For all transfers the transaction will post immediately (assuming there are available funds). Please print the page or write it down to have a record that the transaction was completed.

Q: Are there limits to the number of transfers I can make in a month?
A: There is no limit to the number of transfers you can make from your share draft account. However, you are limited to six preauthorized, telephone, or electronic withdrawals or transfers per month from any other account at the credit union. The Federal Reserve Bank’s Regulation D imposes this limitation.


DOWNLOAD ACCOUNT INFORMATION:

Q: How do I download account information?
A: Click on the Account History button. Select the account that you would like to download. Then, click on the Download options you wish to use.

Q: What File Format do I use to transfer information to Quicken or Microsoft Money?
A: Use Quicken Interchange Format (.QIF) or Active Statements for Money 99 or newer.

Q: What File Format do I use to transfer information to Quicken 2003 or newer?
A: Use Open Financial Exchange (.OFX). This format allows member account information to transfer automatically into their Quicken 2003 or newer software.

Q: What File Format do I use to transfer information to Excel or Lotus 123?
A: Use Comma Separated File (.CSV).


BILL PAYMENT SERVICES:

Q: What is Bill Payment?
A: The bill payment system allows you to electronically make payments from one online location. It eliminates the need to write checks, purchase postage stamps and send your payments in the mail. With Bill Payment you can:

• Make a payment.
• Schedule a payment for a future date.
• Schedule reoccurring payments to be made each month.
• View previous payments made.

Q: How do I enroll for Bill Payment services?
A: You must sign up for A+COMPUTE, our online home banking system. To enroll for Bill Payment service, click on the 'Services' button and then click on the 'Bill Payments' button. Complete the enrollment application and then click submit.

Q: Can I pay bills without using a bill pay service?
A: We recommend that our members use ACH payments initiated by various companies for reoccurring bills. Companies such as telephone, electric, gas, cable television, and insurance firms will automatically withdraw the bill from your account each month.

E-STATEMENTS:

Q: How does the E-Statement service work?
A: During the first few days of each month you will receive an e-mail notice that your statement is ready to view. To review your statements, logon to A+COMPUTE, click on the Services button and then click on the E-Statements button. You will be able to view, print and download your current statement. Eventually, you will have access to 14 months of statements.

Q: How do I sign up for E-Statements:
A: To enroll for E-Statements, click on the Services button, and then click on the E-Statements button. Click on ‘Enroll for E-Mail Statements’, review and accept the disclosure, and click submit.

Q: Is there a fee for E-Statements?
A: No

Q: Is special software needed to view E-Statements?
A: Adobe Acrobat Reader is needed to view your E-Statements. This free software program is available to download after you logon to A+COMPUTE.


SECURITY:

Q: Is A+COMPUTE secure?
A: A+COMPUTE uses the latest technology, multiple layers of security tools, cryptography, firewalls, and trusted operating systems - to securely transmit the information over the Internet. Secure Socket Layer technology is utilized. The SSL protocol provides server authentication, data encryption, and message integrity. Before anyone can gain access to any account information, a person must be authenticated by an Access ID and valid password.

You also play a part in keeping your account information secure. Your password provides security and only you know the password to access your account information contained in this site. To prevent unauthorized access, keep your Access ID and password confidential, secure and do not disclose them to anyone. Prevent other people from observing the entry of your Access ID and password. Change your password frequently and especially when you suspect that someone else may know it. Do not leave your computer unattended while accessing your account information and be sure to log out of A+COMPUTE (clicking on the CLOSE MY BROWSER button) when you are finished.

Q: What else can I do to keep my computer secure?
A: Following basic online security rules will help to keep your computer secure. Use a current browser that supports secure and private transactions. Install personal firewall software. Install and regularly update virus detection software. Do not open email attachments that you are not expecting or are from unknown sources. Do not install software from an unknown source or if it has not been legally obtained (pirated).

Q: How can I contact my Credit Union if I have a question about A+COMPUTE that has not been addressed here?
A: E-mail your questions to memberservices@fasecu.org or contact the Member Services Department at (810) 720-8300.


TECHNICAL SUPPORT:

Q: When I tried to log into A+COMPUTE I received “Error 429, Enterprise Server is Not Available.” Why?
A: This is a generic Internet error message. You may also see a message similar to “Server Too Busy or Not Responding,” which implies that your browser located the server but was unable to connect because the site is busy or is temporarily down. You may need to log out of A+COMPUTE and completely exit out of the Internet. Then, log into the Internet again and re-enter the A+COMPUTE site.

Q: When I tried 5 times to log in to A+COMPUTE, I received the following message: “Your account is not accessible through A+COMPUTE at this time. Please contact our Member Services Department at (810) 720-8300 or (800) 369-2786 for assistance.” Why?
A: For security purposes, we block access to any account that has 5 unsuccessful attempts logging into A+COMPUTE. If this happens, call us or visit one of our offices. After we have verified certain information, we will provide you with a temporary password. The next time you log into A+COMPUTE, you will be required to change that password.

Q: How do I enable JAVA for my browser?
A: To enable JAVA with Microsoft Internet Explorer 4.x:

Open Internet Explorer on your screen. Go to TOOLS. Click on INTERNET OPTIONS then select the ADVANCED tab. Scroll down to MICROSOFT VM. Place a checkmark in the boxes next to the following items:
Java console enabled (requires restart))
Java logging enabled
JIT compiler for virtual machine enabled (requires restart)