Our branches and contact center will be closed on Saturday, July 4, in observance of Independence Day.
Digital Banking, ATMs, and AutomatedTelephone Banking will be available as usual.

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Digital Banking

Q: What can I do with Digital Banking?

A:

Our Digital Banking with free Bill Pay allows you to manage your finances quickly and securely - anytime, anywhere.
• View Accounts - check your account balances and track all of your transactions quickly and easily.
• Pay Bills - make payments to virtually anyone, anytime with our free Digital Bill Pay service.
• Transfer Funds - easily make immediate or recurring transfers anytime you want between eligible Island accounts.
• Go Paperless - save clutter, shredding time, and trees by switching to free e-Statements.
• Check Images - view and print scanned images of the front and back of cleared checks.
• Account Alerts - stay informed with free alerts sent directly to your email or mobile phone.

Q: How do I enroll for Digital Banking?

A:

If you are new to Digital Banking, you can enroll by clicking the link to Enroll in the 'Sign-on to Digital Banking' section at the top of the northislandcu.com Home Page. Follow the instructions to create your Sign on ID and password.
 
See also: Sign on Security

Q: Is banking online secure?

A:

As stated in the Privacy Policy, our website uses high-grade Secure Socket Layer (SSL) encryption during all transactions that involve sensitive data to and from members.
 
See also: How We Protect You

Q: How much does Digital Banking cost?

A:

Digital Banking and Bill Pay are absolutely FREE services.

Q: Do I need anything special to use Digital Banking?

A:

No, nothing special is required. All you will need is the following:

• An eligible North Island Credit Union deposit or loan account. If you already have an eligible account with us, you'll be able to gain access to your account information online. If you do not have an account, you can open one at any of our convenient Island Branches or call a member service representative toll-free at (800) 848-5654.
 
• A computer processor (CPU), monitor and printer capable of printing text screens or a hard drive capable of storing data.
 
• Internet Access. You will need an account with an Internet Service Provider (ISP) and an email address. A modem that connects at 28.8 bps or faster will work best on our Web site.
 
• Internet Browser. We recommend that you use the current version of Internet Explorer, Firefox, or Safari to take full advantage of our Online Banking Services. The Internet browser you use must support 128-bit encryption.
 
In addition, if you would like to take full advantage of some of the features of Digital Banking, you must have a Financial Management program, such as Quicken or Microsoft Money, that supports the Statement Download process.

Q: How do I accept cookies from North Island Credit Union?

A:

In Internet Explorer go to the Tools menu, click Internet Options. From the Internet Options dialog box, on the Privacy tab, click Sites. From the Per Site Privacy Actions dialog box, within the Address of Web site text box, enter northislandcu.com, and then click Allow and click OK.

Q: Can I use Digital Banking outside the U.S.?

A:

Yes. In some instances, Digital Banking may not be accessible from outside the United States.

Q: Signing on takes a long time or fails with no explanation. What's going on?

A:

Certain wireless routers have trouble accessing a small number of web sites, including ours. If you have a wireless router, you may need to update its "firmware" in order to access Online Banking. Firmware is programming that helps a hardware device operate. When manufacturers improve their firmware they often make the updates available for free online.
 
To begin, go to your wireless router manufacturer's technical support page and choose your router. Once you've found the page for your router, see if there are any firmware updates available to download. If a download is available, install it following the provided instructions. If you need help, contact your wireless router manufacturer directly

Q: Should I log off each time I go into the Digital Banking site?

A:

For security reasons, we always recommend that you log off Digital Banking and close the internet browser you were using. This is the best way to prevent unauthorized access to your accounts. 
 
See also: How To Protect Yourself

Q: I received a temporary password. How do I sign-on with it?

A:

You will sign-on as you normally do by entering your Signon ID and the temporary password. Once logged on, you will be prompted to change your password.

Q: I cannot remember my password. How do I get it reset?

A:

Click the "Can't sign on?" link and correctly provide the requested information.

Q: I cannot remember my Sign-on ID. What do I do?

A:

If you have forgotten your Signon ID, please contact member service at (800) 848-5654. 

Q: Can I access my North Island Business accounts through Digital Banking?

A:

Yes, you may view and service your business accounts online through our Business Digital Banking service. If you are a sole proprietor, you will be able to view both your personal and business accounts. If you haven't already enrolled for Business Digital Banking, enroll by clicking the link to Enroll in the 'Sign-on to Digital Banking' section at the top of the Digital Banking Home Page. Follow the instructions to create your Sign on ID and password. 

Q: Can I give my accounts nicknames?

A:

Yes, you can give your accounts nicknames by going to the Self Service tab and select Manage Account Preferences. 

Q: How do I select which account balances I see in Digital Banking?

A:

Initially, all eligible accounts show up on the Your Accounts page. If you do not wish to view all of your accounts, simply go to the Self Service tab and select Manage Account Preferences.

Q: Can I view individual details about my account?

A:

Yes, by clicking on the account name on the Account Balances screen, you will be able to view the details of your account.

Q: How can I order checks?

A:

You can order checks by signing in to Digital Banking, going to the Additional Services tab, and selecting Check Reorder.

Q: How can I order a copy of a cleared check?

A:

Images of your canceled checks are also available for up to 90 days. Go to the Accounts tab, click Activity, then click on the check you'd like to view. You can order a paper copy of an older check (greater than 90 days past) by sending a secure message. If you choose to order a paper copy, you will be charged the amount indicated in your account disclosures. 

Q: Can I make stop payments online?

A:

Yes, you can process check stop request by going to the Self Service tab and selecting Stop Payment Request.

Q: Can I remove a Stop Payment that I made online?

A:

Please contact a North Island Credit Union representative at (800) 848-5654, visit a branch, or send a secure message to remove a stop payment placed online.

Q: How do I send my email alerts to different email addresses?

A:

Go to the Alerts tab, click Manage Your Contact Points. Next to the alert for which you want to change the email address, select Edit. Enter your new email address and click Update Contact. If  you need to add an additional email address, go to the Manage Your Contacts link and enter your new address under the Add New Contact field.

Q: How can I order a copy of a statement to be sent to me in the mail?

A:

You can order a paper copy of a statement by choosing contacting a live North Island Credit Union representative at (800) 848-5654 or visiting a branch. Before ordering a paper copy, did you know that up to 18 months of statements are available online? You can immediately view a PDF version of any of your account statements within the last 18 months.

Q: Can I change my mailing address online?

A:

Yes, you can change your mailing address online by going to the Self Service tab and selecting Change Address/Telephone Number.

See also: Self Service Features of Personal Online Banking, Self Service Features of Business Online Banking

Q: What is Bill Pay?

A:

My Island Bill Payment lets you pay your bills online through North Island Credit Union. You can pay anyone in the United States that you would normally pay by check or automatic debit, even if you do not receive bills from the company or person you want to pay.

Q: How do I sign up for Bill Pay?

A:

Follow these four easy steps to start paying bills online:

1. Sign up.
o Already enrolled in Online Banking? Sign on. Ensure that your email address is correct by clicking the Self Service tab, then "Change Email Address" under Personal Information. Then click the Pay Bills tab and follow the enrollment instructions.
o Not enrolled in Online Banking? Sign up today. Be sure to select the "I would like to enroll in Bill Payment at this time" checkbox on the personal information page.
 
2. After your Bill Pay enrollment is processed (1- 2 business days), sign on to Online Banking Navigate to the Pay Bills tab to launch Online Bill Pay.
NOTE: An "enrollment pending" message will display until your Online Bill Pay is activated.
 
3. Set up your payees.
Payees are the people and businesses you pay frequently. Select from an extensive list of merchants, many of whom accept electronic payments, or add your own personal payees.
 
4. Schedule one-time or recurring payments.
Tell us the amount you want to pay, and when you want a payee to receive payment. We'll let you know how much advance processing time is required for each payee. Merchants that accept electronic payments can be scheduled to receive payment within 1-2 business days. Your own personal payees can be scheduled to receive a check within 5-7 business days. We'll even put the check in the mail for you.Have questions? Call (800) 848-5654, option 7.

Q: What types of accounts can I make payments from using Bill Pay?

A:

Payments can be made from any eligible checking account (in addition to your primary checking account).

Q: What happens if my Bill Payment check is not cashed by my payee?

A:

If your corporate bill payment check (drawn on Island Bill Payment Processors Bank) is not cashed within 90 days, the check will be cancelled and the funds will be credited back to your account.

If your laser draft bill payment check (drawn on Island Checking Account) is not cashed within 180 days, the check will become stale-dated.

Q: When does the money for a payment come out of my account?

A:

The funds are taken on the Pay Date you select, which is the earliest date the biller can receive your payment. Funds for a bill payment sent in the form of a check may be taken when the biller  cashes the item.

Q: Can I set up a payment to go out the same time each month?

A:

Yes, you can set up a recurring payment in Bill Pay that allows you to determine how frequently the payment will go out and how many times the payment will be made.

Q: Can I make changes to payees in my payee list?

A:

Yes, you can edit the information for the payee at any time. 

Q: How much Bill Pay history can I view online?

A:

You can view up to 6 months of bill payment history online, depending on the current date and your statement cycle date.

Q: To whom can I make payments?

A:

With free Bill Pay, you may make payments to just about any merchant, institution, or individual with a United States address. We do not recommend using Bill Pay to pay taxes or court-ordered payments where additional documentation may be required. You may however designate an almost unlimited number of payees. 

Q: How does Bill Pay know where to send the payment?

A:

You will need to set up the payee information in Bill Pay. Once this has been completed, you will be able to schedule and send payments to that payee.

Q: How can I view scheduled payments?

A:

You can view a scheduled bill payment at any time by going to the Bill History section of the Payment Center.

Q: What is the cutoff time for making payments using Bill Pay Service?

A:

You can change any payment that has not started processing. 
Note: If you change a payment that is part of an automatic payment schedule, only the selected payment is changed. You do not change any future payments in the payment schedule. To change all payments in an automatic payment schedule, go to Manage My Bills and change the automatic payment.

Q: If I schedule a payment for the future, when is the latest I can make a change to or cancel the scheduled payment?

A:

You can change any payment that has not started processing. This is evident if you can see a "Change" or "Cancel" selection below the bill payment you would like to modify.

Q: Can I delete a biller in my biller list?

A:

Yes, you can delete a biller in the Manage My Bills section.
 
See also: Personal Bill Pay, Business Bill Pay

Q: How do I switch from paper to electronic statements?

A:

In Online Banking, click the Statements link under the Accounts tab. Click "Change your statement delivery options". Next, select the "Email Notification Only" option. Make sure the e-mail address you are providing is correct and current. Finally, click "Change Delivery Preferences". You will be notified by email when a new e-statement is available for viewing online.

Q: How do I access my e-statements?

A:

In Online Banking, click the Statements link under the Accounts tab.

Q: I want to view an e-statement that is older than 18 months. Can I do this online?

A:

Not at this time. Please contact us at (800) 848-5654 to obtain a statement copy older than 18 months.

Q: I stopped the paper delivery of my statement and I want to reinstate delivery. How do I do this?

A:

Please contact our Online Team at 800/848-5654 Option "7".
 
See also: e-Statements

Q: Is there a way to save my Transaction History on my own computer?

A:

To keep a permanent record of your Transaction History, you may download transaction information for any of your Island accounts into most Personal Financial Management (PFM) software programs that support the Statement Download process (e.g., Quicken® or Microsoft® Money). For PFM software versions older than Quicken 2001 or Money 2002 that do not support Statement Downloading, you can use the QIF format or other formats that we may make available.

Q: How do I download transaction information to Quicken or Money?

A:

In Online Banking, click the Download link under the Accounts tab. Select the account number, from and to dates, and download type. Click "Download"

Q: Who do I contact if I have questions about my Personal Financial Management software like Quicken or Money?

A:

North Island Credit Union does not provide technical support for PFM software, such Microsoft Money or Quicken. For technical or other assistance with your PFM you should call the software manufacturer directly.

Q: How do I view Transaction History for my checking and savings accounts?

A:

Sign-on to Online Banking. On the Account Balances page, click the the name of the checking or savings account that you would like to view. You will be navigated to the Transaction History for that account.

Q: How much Transaction History can I view online?

A:

You may view the last 90 days of account activity online.

Q: How do I view Transaction History for my Consumer Loan?

A:

Sign-on to Online Banking. On the Account Balances page, click the name of the consumer loan account that you would like to view. You will be navigated to the Transaction History for that account.

Q: How do I view Transaction History for my Mortgage Loan?

A:

Sign-on to Online Banking. On the Account Balances page, click the name of the mortgage loan account that you would like to view. You will be navigated to the Transaction History for that account.

Q: When does account activity show up in my Transaction History

A:

Account information is generally reflected in real time, which means it is current and up to the minute with regard to transactions posted to the account. Immediate transfers will be immediately reflected in your account balance viewed online.

Q: Can I transfer money from my checking account to pay my Island loan?

A:

Yes, you may use funds from an Island checking, savings, or money market account to make an Island loan payment.

Q: Is there a way to view the transfers that I have made?

A:

Yes. In Online Banking, click the Transfer History link under the Transfers tab. You will be able to view the transfers you have made between accounts for up to 180 days.

Q: If I schedule a transfer for the future, what time of the day will it occur?

A:

If you schedule one or more transfers to occur at a later date, the transfer will be made after 4:30pm Pacific Time.

Q: When is the latest I can change or cancel a scheduled future transfer?

A:

The latest a change or cancel of a scheduled online funds transfer can occur is no later than 7:00pm Pacific Time the day prior to scheduled send date.

Q: Can I transfer money from my HELOC to my checking account?

A:

Yes, you can make a transfer of available funds from your eligible HELOC.

Q: How can I view my scheduled transfers?

A:

In Online Banking, click the Pending Transfers link under the Transfers tab to view scheduled Online Banking transfers.

Q: Who do I contact if I have a question regarding Bank Wire transfers?

A:

For any requests concerning Bank Wires, please contact a Bank Wire specialist by dialing 800-848-5654, option 0, Monday through Friday from 8am to 6pm Pacific Time or visit your nearest Island branch.
 
See Also: Personal Online Banking Transfers, Business Online Banking Transfers

Q: What is Secure Messaging?

A:

Secure Messaging is an encrypted system designed to help protect private, confidential, or sensitive information sent across a public network. Our Member Service representatives may use this system to contact you, and at any time you can use it to contact us. 

Q: How do I access my Secure Messages?

A:

In Online Banking, click the Messages tab.

Q: How do I send a Secure Message?

A:

In Online Banking, click the "Send us a message" link under the Messages tab.

Q: Once I have read a Secure Message, is there a way to delete it?

A:

Yes. In Online Banking, click the Messages tab. Click the Delete button next to the message you wish to delete. Note: You cannot delete important notices.