Online Banking

Frequently Asked Questions

Table of Contents


Bill Payment

External Transfers


Can I change my Access ID?

In order to change your Access ID, you will need to log in to your profile through a web browser using your existing Access ID.  Click on Settings, then on Profile, then on Access ID.

How do I know that I am on a secure Internet site?

When you are logged into your online profile, direct your attention to the website address.  It begins with https, instead of http, which verifies that the site is secure. 

How often do I have to change my passcode?

Our online services will prompt you to change your password every 6 months.  Additionally, we strongly encourage you to change your password immediately if you ever suspect that it has become compromised.  To change your password, click on the Forgot Password link before you log into your profile.

What can I do to maximize security on the Internet banking site?

Choose a good password, and do not share it with anyone (including anyone in member services or your financial institution).  We also strongly encourage you to download and install Trusteer Rapport on your machine and devices.  Rapport is a security software that the credit union has purchased and offers to our members at no charge.  The free download can be found by clicking on Trusteer under the Online Services Tab and in your device’s app store.

How do I exit securely?

Your session will automatically log you out after 10 minutes of inactivity.  You may also click the LOG OUT link located in the top right of the screen, and then close your browser.

How can I change my Security Questions and/or Answers?

You will need to log into your profile through a web browser.  Once logged in, click on Settings, then on Security and Alerts, then click Security Questions.

How can I change the phone number that I receive verification codes on?

You will need to log into your profile through a web browser.  Click on Settings, then on Security and Alerts, then on Identity Verification Phones.  If you are unable to log into your profile because you no longer have access to the phone number on file, please call Emory Alliance’s online support at 404-329-6415, extension 5.

How can I view a copy of a check?

You may view a check image in a web browser, or in the mobile app, by clicking on the blue link next to the entry in your transaction history.  If the check cleared your account more than 30 days ago, it will not be immediately available in Transaction Details.  You will need to search for the check in a web browser by specifying a date range and click on Filter.  Once the image is displayed, you may save the image by right clicking on the image with your mouse and selecting Save As. 

How do I enroll in online statements?

Online statements are only available by logging in through a web browser.  To sign up for online statements, you will need to be logged into your online profile in a web browser.  Click on a checking or share savings account.  To the right of Account Details are several links.  Click on Online Statements, then on Continue, accept the disclosure, and follow the outlined steps for enrollment.

Once you are enrolled, you will receive an e-mail notification when your statements are available for viewing in Personal Branch. 

*If you are enrolling more than one membership, it is necessary to repeat these steps for each membership.

If I transfer funds between my accounts online, is it accessible right away?

If you transfer available funds into another accounts at Emory Alliance Credit Union, the funds will be available immediately. 

Who can I pay with Bill Pay?

You can pay almost any business or individual that you currently pay by check – your phone bill, loan payments, insurance, and credit cards – even your dentist or daycare center.  Please note, you cannot pay court-ordered payments or state and federal taxes online at this time.

How are payments that are scheduled in Online Banking delivered to payees?

Payments you make through Bill Pay are delivered in two ways:  

  • Most payments are delivered electronically.  Payees who are paid in the way receive your payment information, including you account number, through secure electronic transmission.
  • All other payments are made by a paper check that is issued and mailed to the payee.

What is a payee?

Payees are the businesses and individuals you pay through Bill Pay in Online Banking.  You create a list of your own payees by using the Add a Payee feature.  You can add payees such as utilities, department stores, credit cards and other businesses.  You can also add individual payees such as your daycare provider, your doctor, or a relative.

What are e-Bills?

E-Bills are electronic versions of your paper bills that you can receive through Online Banking.  An e-Bill comes directly from the biller to your Online Banking service.  In addition, a notification that you have received an e-Bill in your Online Banking account can be sent automatically to an e-mail address that you choose.  You can view balances, transactions, finance charges and other statement information in an e-Bill.  (Each biller offers unique features associated with their e-Bill).  You will be able to pay it and print it – all online.

How secure is my bill payment and personal information?

Online Bill Pay uses several methods to ensure that your information is secure.

  • SSL: Online Bill Pay uses SSL (secure socket layer) which ensures that your connection and information are secure from outside inspection.
  • Encryption:  Online Bill Pay uses 128-bit encryption to make your information unreadable as it passes over the Internet.
  • Automatic Sign Out:  Online Bill Pay automatically signs you out of a session if you are inactive for ten (10) minutes.  It is best if you sign out immediately after you finish your tasks in Online Bill Pay.

Can I transfer money to another financial institution from my Personal Branch account?

You may transfer money to and from other institutions if you are listed as an owner on the account that you are linking.  Under the Transfers tab, click on External Account Transfer, then on Continue.  You will be asked to verify your email address and to verify that have access to the external account.  Once everything is verified, you will then be able to use External Transfers just as you would any other transfers.

Is an Online Banking Account required in order to request external transfers?

Yes. External transfers are initiated and approved through Online Banking.

What are the requirements in order to activate external transfers?

There are 3 main requirements in order to be approved.

  1. You must agree to the disclosure.
  2. You must validate that you own the other account. You will validate the accounty by verifying the amounts of two (2) small deposits that will be sent to the external account.  Some instiutions allow for instant verification.  This is accomplished by entering your username and password from your other institution's online profile.
  3. You must have a valid physical address, email address and phone number on file with the credit union.  You can update this information in Online Banking by selecting the "User Settings" tab.  Then locate the "Manage Account" menu and click on "Change Address Information".

Can I request to transfer funds to/from my spouse's / child's / parent's / etc. account?

You must be listed as a primary or joint owner on the account that you are requesting to link up.

Is there a transfer limit?

There is a $5,000 limit per standard transfer, and a $10,000 monthly limit.  Next day transfers, if available, have a $2,000 limit per transfer, and a $5,000 monthly limit.

Can I transfer funds to/from my international account?

External transfers can only be approved for domestic accounts.  Transferring money to/from an international account can only be negotiated via wire transfers.

Is there a cut-off time to initiate a transfer?

The cut-off time for standard transfers is 4:00 p.m. (EST) Monday-Friday.  Transfers placed after the cut-off time will be processed the following business day.  Next day transfers, if available, must initiate at least one business day out.

When are the funds credited to my account(s)?

Standard transfers are credited to your account on the 3rd business day after the transfer initiates.  Next day transfers are credited to your account the next business day after the transfer initiates.

How can I access my eStatements online?

To view your eStatements, you will need to log into your online profile.  Once you are logged in, you will click on your checking or share savings account.  To the right of Account Details are several links.  Click on Online Statements, then on Continue.  A new window will appear with a list of available statements.  Click the month you wish to view.

Will I continue to get a paper statement?

After you sign up for eStatements, you will no longer receive paper statements through the mail.

How will I know when my statement is ready?

When a new statement is available, you will receive an email notification asking you to log in to your online profile to be able to view the statement.

Can I Print and/or Save my eStatements?

You will have the opportunity to print or save your statement while you are viewing the document.

How far back do eStatements go?

The credit union stores available statements from the previous 18 months.  It is recommended that you print or save your statements for future use.

What if I forgot to print or save my eStatements?

Statements that are no longer available through online banking may be obtained at any Emory Alliance CU branch office for a nominal fee.

Trouble shooting browser settings to access Personal Branch:

  1. Open Internet Explorer and click Tools in the toolbar.
  2. From the drop-down list, choose Internet Options.  A dialogue box will open.
  3. Click on the Security Tab of the Internet Options box.
  4. In the Security Tab, click on "Custom Level". Another dialogue box will open.
  5. In the settings area, scroll down (about 3/4 of the way down) to "Launching Programs and files in the IFRAME".  This should be set to Prompt.   The next category down, "Navigate sub-frames across different domains" should be set to Enable.
  6. After making the changes in step 5 (if applicable), click "OK" to get out of both dialogue boxes.
  7. Retry logging into Personal Branch.

If the above instruction does not correct your problem, here are some other items to check:

  1. Are you accessing our website via a link saved in favorites?  If so, try typing in our website address ( into the browser address bar instead of using the favorites links.  Sometimes these links can become corrupt and keep websites from working properly.
  2. Which web browser are you using?  We recommend Internet Explorer, version 6.0 or higher.   You can determine which version by opening the browser, clicking on "Help", then choosing "About Internet Explorer" from the drop down list. If your version is lower than 6.0 you can download an upgrade from Microsoft for free.  The most current version is now 7.0.
  3. You can try deleting your cookies and temporary Internet files.  These are little files that websites automatically save onto your computer.  Like the favorites link, they can become corrupt and cause websites to malfunction.  To perform this task, open your Internet browser and click on "Tools", then choose "Internet Options" from the drop down list.  On the "General" Tab, look for the temporary internet files section and the cookies section and choose to delete both.   (This can take a couple of minutes).
  4. Next, from the same "Internet Options" box, click on the Security tab.  Click on the button that says "custom level" and look towards the bottom of the box where it says "Reset To" to see what security level your browser is set to.  It should be set no higher than medium-high.  Our website will not work if it is set on high.
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