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.

app store app store Google Play store
Apple iPhone Apple iPad Google Play Store

What is my username and password?

Your username and password combination 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 right corner of your screen to reveal the drop-down menu. Tap on “Settings.” 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 right corner of your screen to reveal the drop-down menu. Tap on “Settings.” 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 me username and password?

If you use one of the auto-login options mentioned above and forget either sign-on credential, tap the upper left corner of your screen to reveal the drop-down menu. Go to “Login Help” and follow the steps to retrieve your username or reset your password. Prior to signing in: If you are using online banking, select “Forgot Username or Password” on the sign-on screen. If you are using the mobile app, select “Forgot Password” on the sign-on screen.

Why am I prompted for a security code?

The Fort Financial mobile app utilizes out-of-band authentication. When you attempt to access your account from an unrecognized device, you will be prompted to select to receive a security code through the phone number or email address associated with your account. This extra layer of security is meant to verify your identity and protect you from fraudulent attempts to gain access to your account information.

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/History section displays all 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. 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?

Tap the upper right corner of your screen to reveal the drop-down menu. Tap on “Settings.” 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?

Tap the upper right corner of your screen to reveal the drop-down menu. Tap on “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 Transfer Funds 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 Transfer Funds 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 “Deposit Check.” “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. It is best to take a photo of a check against a dark background.

Please include “For Mobile Deposit Only” underneath your signature endorsement on the back of the check. If this is not included, the check will be denied.

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 $2,000/10 $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 Friend lets you send money to a friend of family member without having to know their account information. In the mobile app, select “Pay 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 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:

Per Day ($/#) Per Week ($/#) Per Month ($/#) Item 
New member (30 days or less) $50/1 $50/3 $100/2 $25
Basic $500/5 $750/5 $2,000/10 $250
Classic $1,000/10 $2,000/10 $5,000/30 $500
Premier $5,000/25 $5,000/30 $15,000/100 $1,000
Student Same as Basic Same as Basic Same as Basic Same as Basic

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

How do I pay a bill?

Bill 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, 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.

Limits are as follows:

Per Day ($/#) Per Week ($/#) Per Month ($/#) Item 
New member (30 days or less) $500/1 $1,000/3 $1,500/3 $500
Basic $1,500/5 $2,000/5 $5,000/10 $1,500
Classic $10,000/10 $10,000/10 $20,000/30 $5,000
Premier $15,000/25 $20,000/30 $20,000/100 $15,000
Student Same as Basic Same as Basic Same as Basic Same as Basic

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:

Per Day ($/#) Per Week ($/#) Per Month ($/#) Item 
New member (30 days or less) $250/1 $300/3 $500/3 $150
Basic $1,000/5 $2,000/5 $2,500/10 $500
Classic $2,500/10 $5,000/10 $5,000/30 $2,500
Premier $10,000/25 $10,000/30 $20,000/100 $5,000
Student Same as Basic Same as Basic Same as Basic Same as Basic

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 Debit Card On/Off 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. 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

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. Tap the upper left corner of your screen to reveal the drop-down menu and select “Alerts.” First, you’ll need to enter the email address or phone number 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/Notices” 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/Notices” to access your account eStatements. Select “View Statements” to be directed to the eStatement homepage.

How do I enroll in text banking?

Tap on “Settings,” then “Text Banking.” 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

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?

Several options to contact us are available within the app’s top right menu. You can call or email us from the app. You can also call to report a lost or stolen debit or credit card.

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/Notices” 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. Filter your account history from the “Account Reporting” screen. You can export it from the top right “Export” button.

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.  Move the slider bar to the right, and the account is now hidden from view. Please note that the hide function is not available for your primary share account.

Can I add a joint owner to my account?

Yes, if you are the primary owner of the account, you can add a joint owner. Tap on “Add a Joint Owner” in the main menu. Enter the first name and email address of the person you wish to add to the account. An invitation will be emailed to them with instructions for how to be added to the account.

Can I open a savings account online?

Yes, you can open a deposit account, including checking, savings, savings club and some certificates of deposit through online banking and the mobile app by selecting “Open a New Account” in the main menu. Non-Fort Financial members may open an account from fortfinancialcu.org/join. View your Online Application FAQ for additional details.

Can I apply for a loan online?

Yes, you can apply for a loan through online banking and the mobile app by selecting “Apply for a Loan” in the main menu. Non-Fort Financial members may apply for a loan from fortfinancialcu.org. View our Online Application FAQ for additional details.

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.

Using Online Loan Origination

How do I apply for a loan for mobile/online banking?

You can now apply for a loan right from the mobile app or the online banking app. Under “Account Information” heading on the left side menu you will see a link for “Apply for a Loan”. Clicking on this link will take you to the online loan application where you can apply for a loan. The online loan application system will walk you through opening a new loan step-by-step.

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 combination 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.

You can also call us at (260) 432-1561 or stop by one of our branches.