eBanking - Nutmeg State Financial Credit Union

FAQ: e-Banking

Can I view pending charges in e-Banking? Yes! When you look at the account summary screen in e-Banking, the available balance is a clickable link that will show you all items on hold or pending items, including check holds or debit holds.
Why can I see my joint accounts on e-Banking? I don’t want to see them. By default, any account that you have joint access to, will automatically appear in your listing of accounts. If however,you would not like your joint accounts to be listed and prefer to log into each of them individually, you must call the credit union to remove the linked accounts. You can call the credit at 860-513-5000. Before you call, please make sure that you know the account number and type that you wish to remove.
Why can’t I see my joint accounts on e-Banking? By default, any account that you have joint access to, will automatically appear in your listing of accounts. If however, an account does not appear properly, you must call the credit union to ensure that the accounts are properly linked together. You can call the credit at 860-513-5000. Before you call, please make sure that you know the account number and type that is not showing up properly.
Why can’t I log into my account? Is the system down? Typically, we post notices when we are aware of a system outage or if the system will be down for maintenance. If there are no notices posted and you still cannot log into e-Banking, chances are your account may have been locked for your protection for any of the following reasons:
  • You entered your member number, user ID or password incorrectly.
  • The answer to one of your questions was answered incorrectly. Please remember that these are case-sensitive.
  • If you have already enrolled but are not able to login, your account may have been locked for security purposes. Accounts are locked after 4 invalid attempts. Please contact the credit union at (860) 513-5000 to have your account unlocked.
  • We may be experiencing problems with the e-Banking website. If no notice has been posted, please contact us to let us know that there is a problem.
What if I forget the answers to my Security Questions? · If you are having trouble answering your questions, you will need to contact us during normal business hours at (860) 513-5000 or (800) 526-6933. At that point, we can unenroll you so you may go through the security question enrollment portion again. · If you can answer any of your three questions successfully, you can review and/or change your questions/answers within e-Banking. This can be done by selecting "More Options" and then "Security Questions."
What is the User ID? The User ID is optional. This will allow you to access your account on e-Banking without using your member number to sign in. If you decided to create a User ID, you can sign in using either your member number or User ID. Think of the User ID as a nickname that you use to access your account. Some people prefer to use a name that they can remember, rather than using their member number.
What is the Security Phrase? The Security Phrase is used to help you identify e-Banking as a legitimate website. The phrase you select will be converted to an image. After enrollment, each time you sign into e-Banking you will see the Security Phrase with a watermark logo behind it.
What if I forgot my Password?
  • If you forgot your password, you can reset it online. You'll need to verify some information, and as long as it's correct, you can select a new password.
  • You can contact the credit union during normal business hours and we can reset your password for you. For security purposes, you will then be prompted to change your password to something else once you first sign in.
Did my password change during enrollment? Your password does not normally change during the enrollment process. You can reset your password on our website, or contact us to have it reset. If you requested an MSR to reset your password, you will be prompted to change it to something else the first time you sign in.
What are the password requirements?
  • Passwords are case sensitive and must be between 7 and 10 characters.
  • After 4 invalid attempts, access to your account is automatically locked for security purposes for 24 hours. To unlock your account, you must call the credit union during normal business hours or you may wait 24 hours before attempting access again.
  • 3 Security questions are required. You can choose from a list that we provide or create your own. You can also choose a combination of the two. Regardless, answers to these questions are case sensitive.
Why am I being told my membership cannot be verified? · In order to verify your membership, you must type your information in exactly as it appears on your account. · After more than three unsuccessful verification attempts, your account is locked for security purposes for 24 hours. You may contact us at (860) 513-5000 or (800) 526-6933 to reset your account access or wait 24 hours and try again.
What can I expect when signing in?
  • After enrolling your account in e-Banking, you will now have the option of signing into e-Banking with either your Member Number or your unique User ID (if you created one during enrollment).
  • Signing into e-Banking is a multiple step process. On the main page, you will enter your Member Number or User ID.
  • You will then be asked to answer one of the challenge questions you selected or created during the initial enrollment.
  • After entering your Member Number or User ID, you will then be asked to input your password. You will also see the security phrase you created during enrollment (more below).
  • You can also "register your computer." This feature allows you to bypass the question portion of enrollment on subsequent logins.
What Web Browsers are supported? Internet Explorer, Mozilla Firefox, Netscape Navigator, Apple Safari, Google Chrome, and Opera have been tested and verified to work with e-Banking and our e-Services.