Banking FAQs

Getting Started with Online Banking
The Online Banking service allows you to conduct financial business using the power of the Internet. View and manage your accounts anytime from anyplace in the world. This secure service offers a wide range of features using a simple interface.

What is Capital's Online Banking?
Capital's Online Banking offers you access to your account from a computer 24 hours a day, seven days a week. With Online Banking you can perform a variety of account activities no matter where you are.

How do I sign up for Capital's Online Banking service?
If you have a 24-Hour Access PIN for your account, you're all set. If you don't already have a PIN, you will need to request one before access will be available (call, stop in or send the request form available on our web site).

Do I need to buy software?
Capital Online is totally free and totally easy-all you need is access to the Internet and a web browser-either Netscape Navigator or Microsoft Internet Explorer.

What types of features does Online Banking offer?
Online Banking has several features, including

	Account balance information
	Checking account services, such as check status information
	Ability to download information for use in some home banking applications
	Transfer money between accounts
	View interest and dividend information on your accounts.

Security

How secure is my information?
All Internet traffic is encrypted with Secure Sockets Layer (SSL), ensuring that transmissions between client and server are complete, unaltered, and safe from eavesdropping. Capital is also protected by a firewall, which is a barrier between the outside Internet and the internal credit union network. The firewall verifies each network packet and determines whether to permit access.

The security message "You have requested a secure document..." keeps popping up. What should I do?
Capital's Online Banking is a fully secure application. Every time a new screen is requested, if you have not disabled security warning messages, the browser will display a message. To eliminate the need to confirm each secure page, select the option that disables the secure warning message.

Logging into the Online Banking Service

How do I start using Online Banking?
Log into www.capitalcu.com and click on the 24-Hour Access link. Enter your Account Number and PIN to begin Online Banking. After these are entered correctly, you will see the application attempt to validate your information and load your account balances. The Online Banking application is then launched.

How long can I use Online Banking each session?
Transaction time is unlimited, but if your connection is inactive for 6 minutes your session will automatically be terminated and you will need to log back in.

What types of accounts are displayed?
Almost all products/services that you have under that account number are enabled when you begin the Online Banking service (student loan accounts are excluded). When the application first launches, your accounts are displayed in the right-hand window.

Why is the 'Balance' amount different from the 'Available Balance'?
Some accounts may require a minimum balance amount to keep the account open, which may result in variances.

What if I open a new account?
If the account is under the same account number, such as a new loan, the next time you use Online Banking, it will appear on the list of valid accounts.

Check Services

What type of check services are available?

	View your checking account history
	Check reordering is available via a link to our check vendor, Liberty Check Printers

Check History

How do I view cleared checks made on my checking account?
In the window type in the start date and end date for the time period you wish to view. Press the 'Submit' button and your check history will appear.

Why is no history displayed when I use the 'Check History' option, but when I select 'History' for the same account, information appears?
Check history only displays checks that have cleared. Deposits, withdrawals (other than by check), and transfers are shown in the 'History.'

How do I reorder checks?
You can reorder your checks online by using the link that is available to reach our check vendor, Liberty. You can reach this link by going to Capital's Home Page at www.capitalcu.com and clicking on Online Services. Note: You can only reorder your checks online if no personal information has changed, such as your address.

Viewing Account History Information

How do I look at past transaction history for my accounts?
Select 'History.' In the window that appears, select the appropriate account and time period. You may either type in the date or use the '…' button and select a date from the pop-up calendar. Press the 'Submit Request' button and your history will appear.

How far back does the history go?
The history encompasses all records kept in Capital's archives. From time to time we purge old data, depending on the amount of disk space available. In that instance, entering a starting date preceding archived data records will show only history results after the purge date.

Changing Your Personal Identification Number (PIN)
If you want to change your PIN, you will need to do this through Call-24 (920-687-0574 or 1-800-352-8528). If a PIN is changed within Call-24, it will change the PIN for both Call-24 and Online Banking.

Does this change everything (like my ATM card)? When does it take effect?
This changes your PIN for Online Banking and for Call-24. The change takes effect immediately.

What if I forget my PIN?
If you forget your PIN, you will need to get a new one since not even Capital has a copy of your PIN.

Downloading Account Information

Can I download this information for use with my home banking application?
Select 'Quicken-MSMoney.' In the window that appears, select the appropriate account and time period. You may either type in the date or use the '…' button and select a date from the pop-up calendar. Press the 'Submit Request' button and you will receive a download prompt. The screen will vary depending on the browser you choose.

I'm having difficulties downloading this.
Most difficulties arise from not having a file type associated with this download. When the file type is not recognized, the file is typically saved in a *.html or *.txt format. You can correct this by defining your accounting application to handle *.qif files. For configuration information, see the QIF Troubleshooting section.

Making Account Transfers

How do I transfer monies between accounts?
Select 'Transfer.' In the window that appears, select the appropriate accounts and enter the amount to be transferred. Press 'Submit.' A window then appears asking you to confirm your transfer. To complete the transfer, press the 'Confirm' button. The final screen is an acknowledgment window that your request has been completed.

When do transactions post to my account?
Transactions you perform in Online Banking are real-time. They will instantly post to your account.

Why doesn't my transfer show up in the History?
Transfers made after normal business hours are scheduled for the next business day. On weekends or holidays, it will be posted to your account the next business day.

Year-to-Date Information

Can I find out what dividends or interest apply to my accounts?
Select the 'YTD Interest/Dividend' option from the left-hand window. In the window that appears, select the account you wish to view and press the 'Submit' button. A new screen will display the current and previous years.

Printing and Help Information

Can I get a printout of my account information?
Yes. Click the print command on your browser.

How I do report problems?
Click the 'Email Capital CU' link, which is located on the bottom of each page. This will open an e-mail window so you can report any problems. When reporting problems, it is very helpful if you can include your browser version, machine platform, and what you were doing at the time the problem occurred.

How do I change account information?
For security you are not authorized to make changes to account information online. Contact a Capital Credit Union Member Service Specialist to help.

Troubleshooting: Logging In

I am having difficulty starting the Online Banking application.
There may be couple of different problems that cause this to occur:

1. Not enough memory for the application to launch
Empty the browser's cache and close the application. Run Scandisk and Disk Defragmenter to ensure the machine is not damaged and operates optimally. (This process can take up to an hour.)

2. Browser not up to date
Download the latest version of your browser.