e-Access FAQ

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Q: What is e-Access?

A: e-Access is a remote account managing system. It is available to all members and there are no fees for the service. e-Access is available 24 hours a day, 365 days a year. From time to time, the system is unavailable due to month-end processing and other regular maintenance.

All it takes is your own personal computer, a supported web browser, and Internet access!

By using simple prompts on your computer screen, e-Access allows you to manage your accounts by:

Checking account balances
Checking account activity and loan status
Transferring money
Withdrawing funds (a check is mailed to you)
Requesting check copies
Paying bills over the Internet, and much more...

Now, before you begin, there are some things you must know to make your account management successful:

You must set up an account password (PIN) in order to use e-Access. To learn how to set up your password, please phone member services at 702-733-8820
Every time you use e-Access you must leave by clicking the Logout button located at the top right. This is to ensure your session has closed
Remember, managing your account online is SAFE. When you use e-Access to manage your account you are accessing a SECURE area. Your privacy and account security will always be maintained while you are enjoying the convenience and control of e-Access.

Q: Are there any fees for using e-Access?

A: Unlike many other financial institutions, there's no monthly charge for members to use e-Access. There's no cost looking up account balances and histories. And there is no cost to make transfers, view statements, get direct deposit information, or get tax information. And you may even pay your bills with e-Access at no charge!

You are probably paying a fee to an ISP to gain access to the Internet. But beyond that, the few fees that are associated with e-Access features are ones you'd expect to pay anyway and are listed below:

Check printing charges. When you use e-Access to reorder checks for your checking account, the standard charges that normally apply will be debited from your account.
A nominal fee for check copies. e-Access offers members the opportunity to request that we produce physical copies of checks they specify and have them mailed to their address. A fee of $2 per check is charged to make these copies and ship them.
Stop payment order fee. Whether you use PC Access to request a stop payment order for a single check or a range of checks, you'll be assessed a $5 fee (per order). It's the same fee you'd pay if you ordered stop payments by other means. If the check has been presented for payment an additional fee of $20 will be assessed.

Q: I have never logged into e-Access. What is my access code?

A: Please call Member Services at 702-733-8820, Monday - Friday 8:00am - 5:00pm. They can create an access code for you.

Q: Having trouble signing in or forget your password?

A: Make sure you are entering the correct member number, there should be no characters only numbers. If you are a first time user please call (702) 733-8820 to setup your account for e-Access.

After you log in you can change your password by clicking "Preferences" in the top navigation bar and select "Change Access Code" in the left navigation bar.

If you still need help or have questions about PC Access, e-mail us or call (702) 733-8820, 8am - 5pm Monday through Friday.

Q: Is my password for e-Access and Express Teller the same as the one for my check card?

A: This depends. You choose your password for e-Access and Voice Response. If you choose to make the passwords the same then they will be the same. The Credit Union strongly recommends that you do not use the same password for multiple accesses to your account. By using different passwords and changing them periodically you are better able to protect your account information.

Q: Are there any limitations I should be aware of with e-Access?

A: There are limits on the number of transfers that can be performed from SSSCU savings accounts. Members with SSSCU savings and money market accounts are legally limited to a total of six withdrawals that can be made electronically from each of those accounts each month. "Electronic withdrawals" include pre-authorized withdrawals or transfers made automatically using payroll deduction or automatic transfer, withdrawals made by check or CheckCard, or withdrawals or transfers requested through telephone or e-Access.

Q: What is the timeframe for e-Access to perform transactions?

A: e-Access lets you access account information in real time. Account information and transaction histories are accurate as of that very minute. This is also true with direct deposit. Transfers made with e-Access are performed instantly whether you're transferring between accounts or to another member.

Q: When I try to view my checks my browser displays two blank images.

A: If you are unable to view your checks you've probably ordered checks recently and the MICR line on your check has changed. Please e-mail us with your account number, and we will make an adjustment to your account. We are sorry for any inconvience this may cause.

Q: Why am I recieving errors in e-Access when trying to use the service behind a proxy server?

A: e-Access uses sessions and cookies for security reasons. A unique session id is generated everytime you log into e-Access. The session is designed to time out after thirty minutes.

A proxy server saves a copy of web pages you, or someone on your network, visits. When the page is requested again, the page data is sent from the proxy server instead of the web server you've requested data from (in this case e-Access).

Because the data is being loaded from the proxy server instead of e-Access you are not being given a new session id. Our e-Access server sees the old session id and denies access because the session has expired. This is done for the security and the protection of your account.

If you are trying to access e-Access from behind a proxy server please ask your network administrator to take your computer off the proxy server.

Q: How do I download e-Access info into Quicken or Money?

A: Newer versions of MS Money and Intuit's Quicken should be configured to automatically download your e-Access information using a technology known as OFX (Open Financial Exchange). These newer versions no longer support the QIF file format which requires users to download the file manually.

To download the QIF files for older versions of MS Money and Inuit's Quicken, complete the following:

Log on to e-Access
Click on the History link next to the account you want to download history for
Scroll to the bottom of the page
Click the Download for Quicken/MS Money
Select the Operating System you are using with Money or Quicken, ie. Microsoft Windows or Macintosh Apple in Download Type
Click Download
Save the *.qif file to disk
Click OK
Select where you would like to save the *.qif file for later importation
Click Save

Q: I am trying to transfer money, I get confirmation but the money has not been transferred, or the page freezes, or I am trying to change my password and e-Access states that I am not entering the information correctly?

A: Please call the Contact Center at (702) 733-8820

Q: I am getting an error stating that the system is busy, no available sockets?

A: Please refresh your browser.
Netscape: 4.7x Series: Click the Refresh button, 7.x Series Click the Refresh Button or hit Ctrl + R
Internet Explorer: Hit F5

Q: The top navigation bar is missing, section is white?

A: Please refresh your browser.
Netscape: 4.7x Series: Click the Refresh button, 7.x Series Click the Refresh Button or hit Ctrl + R
Internet Explorer: Hit F5

Q: I can only see the SSSCU logo, my name, and account number, everything below is white?

A: Please refresh your browser.
Netscape: 4.7x Series: Click the Refresh button, 7.x Series Click the Refresh Button or hit Ctrl + R
Internet Explorer: Hit F5

If that does not work for you please follow the browser setting documents here

Q: Why is my online experience changing?

A: In order to make your online service experience as secure as possible we are introducing a new security feature. Most of the time your online experience will be the same as it was before, only now you will have an extra layer of security working behind-the-scenes to protect your account. The new security may ? very infrequently ? prompt you to verify your identify before continuing. This means you can now bank online with a renewed sense of confidence.

Q: What are the new security enhancements?

A: The new security feature adds a layer of protection to your online account by letting you know it's really us, and letting us know it's really you.

Letting you know it's really us:

You pick one of thousands of images and write some brief text to help identify the image to you.
Every time you attempt to log into your account, your image and text will appear before you enter your password.
Seeing your image and text will let you know that you are at your real online banking site and not a fake or fraudulent site. This means it is safe to enter your password.
If the correct image and text do not appear, do not enter your password.

Remember: Once you have signed up, NEVER enter sensitive information such as your password without first seeing your personal security image and text.

Letting us know it's really you:

The security system will recognize the computers you normally use to access your online banking site.
If you or someone else attempts to log in from a new or unrecognized computer, you will need to answer a security question that only you should know the answer to before being allowed to continue.

Q: How do I sign up for the new security enhancements?

A: You will be prompted to select your personal image and text and security questions. You do not need to do anything to initiate this process. When you are prompted, please take a moment to set up your image, text and questions in order to add an additional layer of protection to your account.

Q: How much will it cost?

A: There is absolutely no cost associated with the new security system.

Q: Where do I enter my password?

A: Due to the new security feature, you do not enter your password until you see your personal security image and text. To being logging in simply enter your user name and click on log-in. You will then see your personal image and text on the next screen where you can safely enter your password to gain access to your account.

Q: When will I be asked to answer my security questions?

A: You will only be prompted to answer one or more of your security questions when a particular activity or transaction appears to be unusual or uncharacteristic of your typical behavior.

Q: What is unusual or uncharacteristic behavior?

A: Uncharacteristic or unusual behavior is anything that appears out-of-the-ordinary compared to how you normally would bank online and where you normally bank online. If the action being requested does not appear to be something you would normally do, we will ask you for more information to make sure it is really you and not an unauthorized user.

Q: How are you able to detect unusual or uncharacteristic behavior?

A: The security system takes into account factors such as the type of transactions you ordinarily perform, the computers you typically use to access your account, or the typical security settings for your computer. Hundreds of factors, such as these, create a profile that is unique to you that allows us to make decisions about whether the person conducting a given activity and transaction within your account appears to be really you.

Q: Will I be asked for more information all the time now?

A: No, you will only be asked for more information when unusual or uncharacteristic behavior is detected. This will most likely be a very rare occurrence.

Q: How do I know it is working?

A: After you complete the set-up process, the new security system will work automatically. That means you are being protected every moment ? when you are online and more importantly when you are not. Please note that for your protection, we will periodically ask you to update your questions and answers as well.

Q: Is my personal information still safe?

A: Yes. In fact, your personal information is safer than ever before because we are making sure it is really you and not an unauthorized user trying to access your information.

Q: How will this help prevent online fraud?

A: If your user name and password are stolen, the fraudster would have to be able to answer your security questions correctly before being able to access your account or complete a fraudulent transaction. If the user is not able to provide this information, the activity would be blocked. This added layer of security helps us protect your online account at all times. The personal image and text also help you to ensure that you are always logging in to our legitimate website, not a fraudulent one.

Q: What keeps somebody from stealing my personal security image and text?

A: We only show you your personal security image and caption if you log in from a recognized computer or after you have answered a security question. Therefore an unauthorized person will not have access to your image and caption. Remember: Once you have signed up, NEVER enter sensitive information such as your password without first seeing your personal security image and text.

Q: I check my account very often, wouldn't I know if something unusual showed up on my account?

A: It is great that you check your account frequently! It is always a good idea to regularly monitor your account for any unusual activity (like payments you didn't make). This security service helps prevent those incidences from ever occurring, so when you check your account everything is exactly how it should be.

Q: I share my computer with someone who has a different account. Can both of us still log-in from this computer?

A: Yes, you can both use the same computer to log-in to your individual accounts. There is no limit to the number of people that can log-in to various websites from the same computer. However, you should consider choosing security questions that only you will know the answer to.

Q: My spouse and I have a joint account. Will be both continue to be able to log-in to the account?

A: Yes, you can both continue to log on to the account as usual. However, you may want to establish your security questions together so that you both know the answers if you are ever prompted to provide additional information when logging in.

Q: Can I change my personal security image and text or security questions?

A: Yes, you can change your personal security image and text or security questions at any time. To make the change, go to the services tab after you log-in to your account. Please note that for your protection, we will periodically request that you update the information as well.

Q: I am trying to log-in from my own computer, but the website is not showing me my personal security image and text. Instead, it is asking me a question. What is happening?

A: This might happen in rare cases if you have deleted all cookies on your computer. Before answering a challenge question or entering your password, make sure that you are going to our legitimate website. The easiest way to ensure this is by typing our URL directly into your web browser. Then, after you answer the security question, you should see your personal security image and text next to the password field. If your personal security image and text are there, you can be confident that you are at our legitimate website and can enter your password.

Remember: Once you have signed up, NEVER enter sensitive information such as your password without first seeing your personal security image and text.

Q: Will my password change due to the new security system?

A: No. Your personal security image, text, and challenge questions and answers you provide are separate from your regular password.

Q: I already have anti-virus and a personal firewall. Why do I need this?

A: We are glad to hear you use antivirus and a personal firewall. Be sure that you keep both software programs up-to-date for the best possible protection against viruses, Trojans, and hackers. This new security feature protects against another kinds of threats such as a stolen user name and password. It works with your other personal security programs, but it does not replace them.

Still having problems?

If you are still having technical difficulties with e-Access, please visit our technical support page.