Frequently Asked Questions
GENERAL INFORMATION | ACCOUNT ALERTS – ONLINE BANKING | ATM & DEBIT CARDS | BANKING – GENERAL | BANKING- BUSINESS | BILL PAY | CALL24 AUDIO RESPONSE INFORMATION SYSTEM | CREDIT CARDS | E- STATEMENTS | FUND TRANSFERS THROUGH ONLINE BANKING | LOAN PAYMENTS | MOBILE BANKING | MOBILE CHECK DEPOSIT | ONLINE BANKING SETUP & USE | ONLINE BANKING SERVICES | TROUBLESHOOTING ONLINE BANKING | USER OPTIONS- ONLINE BANKING
What's the difference between a bank and a credit union?
A bank is a for-profit organization that reports to shareholders. Banks hold deposits, make loans, pay checks, and provide other related services for the public. They collect funds from three sources: demand, savings, and time deposits; short-term borrowings from other banks; and equity capital.
A credit union is a not-for-profit financial cooperative owned by its members. Credit unions hold deposits, make loans, pay checks and provide other consumer banking services to individuals sharing a common bond or affiliation (in our case — those who live, work, worship or attend school in Dutchess, Orange or Ulster County). Because credit unions operate as not-for-profit institutions, they are exempt from both federal and local taxes. A credit union gets its operating funds from shares purchased by individual owners, who are members. It also pays dividends (representing the payment of interest) out of earnings.
What does TEG FCU stand for?
When it was first started back in 1969, TEG FCU stood for Taconic Educational and Governmental Federal Credit Union to designate its field of membership. As the years went on and the credit union became community chartered to serve all those who live, work, worship or attend school in Dutchess, Orange and Ulster County, it simply became TEG Federal Credit Union to signify the new community charter.
Is my money insured and for how much?
Deposits in your TEG Accounts are insured by the National Credit Union Administration (NCUA) Share Insurance Fund to at least $250,000 and backed by the full faith and credit of the United States government. Learn more.
You can use the NCUA’s Share Insurance Estimator tool to calculate the insurance coverage of individual accounts; joint accounts with no more than 10 owners; revocable trust accounts (i.e., ITF/POD and living trust accounts) with up to 3 owners and 20 beneficiaries; IRAs; and business accounts.
ACCOUNT ALERTS – ONLINE AND MOBILE BANKING
How Do I Setup Account Alerts?
Log in to Online Banking. In the Profile Options menu, select Alerts. Then choose Add New Alert and follow the instructions to set up your alerts.
Note: You can receive Alerts when your balance falls below a certain amount, when a deposit has posted to your account, when a loan payment is past due—plus many more alert options are available. You can also setup security alerts so you are alerted whenever your online banking is accessed or whenever an invalid login has been attempted. You can receive alerts as a text message to a mobile device (or choose to receive an e-mail).
How do I set up that I can get alerts by text message?
You will need to add your mobile phone as a device. In Online Banking, go to Online Services and select Manage Contact Info. Select Update Personal Information, then select Other Information and follow the instructions on the screen. Click the box for Update the following other information and enter your Mobile Phone Number. Click the Submit button to save your mobile phone number information.
Are alerts sent in real time?
Just about — the alert service runs every minute. However, the alert import file is run every 30 minutes so there could be a delay in some account-based alerts (i.e. balance has fallen below a certain amount…)
ATM & DEBIT CARDS
How do I report a lost or stolen ATM/Debit Card?
To report a lost or stolen ATM/debit card, call us at (845) 452-7323 or (888) 834-8255.
How do I change or get a new ATM or Debit Card PIN?
To change or get a new ATM or debit card PIN, you will need to come into one of our branches.
Can I use my Debit Card overseas?
Yes, you can use your debit card overseas as long as it is connected to a checking account. You cannot use it to access funds from a savings account. Also, for ATM withdrawals overseas the funds must be available in your checking account.
To ensure there is no disruption in service while you’re out of the country, please call us at (845) 452-7323 before traveling to let us know about your plans. Or, you can log into your Online Banking and select Online Services, Travel Notification option to notify us of your travel plans. You will need to provide the following:
- Your card number
- Location(s) of travel
- Dates of travel
I'm going out of town. Do I need to tell you so my debit card won't be denied?
Yes. To ensure there is no disruption in service while you’re out of town please call us at (845) 452-7323 before traveling to let us know about your plans. Or, you can log into your Online Banking and select Online Services, Travel Notification option to notify us of your travel plans. You will need to provide the following:
- Your card number
- Location(s) of travel
- Dates of travel
How do I dispute a debit charge?
If you are disputing transactions for an incorrect amount, double charge or claim of unauthorized charge, you must make a claim no later than sixty (60) days after we sent the first statement on which the transaction appears. If the problem cannot be resolved within 10 business days, provisional credit will be given. The Credit Union has 90 days to resolve the problem. If the dispute is valid you will keep the credit; however, if the merchant can prove that the transaction was correct, you will be charged for the transaction.
My debit card is going to expire soon. Do I need to do anything?
No, you don’t have to do anything. A new card will be generated and mailed out to you prior to the end of the month in which the card will expire. For example, if the expiration date is 06/18, we will mail you a new debit card by June 30, 2018.
How do I replace a damaged debit card?
To replace a damaged card you must complete a new debit card application as we require a signature in order to help protect your account. Please call us at (845) 452-7323 for an application or stop into any branch.
How do I find a fee-free ATM near me?
See our list of ATM locations, use the Co-Op ATM locator or call us at (845) 452-7323.
BANKING – GENERAL
What is TEG's Routing Number?
TEG’s routing number is 221975956.
How do I stop payment on a check?
You can stop payment on a check by calling us at (845) 452-7323, visiting any branch, or logging into Online Banking and selecting Stop Payment from the Online Services menu. You will need to know the check number, payee, date of the check and the amount of the check. There is a fee to place a stop payment on a check. If you need to Stop Payment on an ACH transaction you must contact us at (845) 452-7323 or come into any branch.
How can I get a copy of a cancelled check?
You can call us at (845) 452-7323 or stop into any branch. If you use Online Banking, you can view and print up to six months of cancelled checks in your transaction history. To request a copy of an older check, go to Messages, click on New Conversation and select Check Copy. A cancelled check copy fee may be assessed for any copies requested outside of online banking or for checks more than six months old.
How old do you have to be to open a checking account?
You must be 18 years old to open a checking account unless someone over the age of 18 is also a joint holder on the account. Minors can have their own individual savings (share) account.
What do I need to bring with me to open a personal account?
You will need your social security card and an unexpired government-issued photo ID evidencing citizenship or residence (examples include a driver’s license, military ID, or passport).
Non-US citizens need one or more of the following:
- IRS Individual Taxpayer Identification Number (ITIN)
- Passport number and country of issuance
- Alien Identification Card number
- Number and country of issuance of any other government-issued document evidencing nationality or residence and bearing a photograph or similar safeguard.
Why is there a difference between my current and available balances?
The current balance is the actual balance in your account at the beginning of a specific business day. Current balance does not include any holds or pending transactions (transactions that have not posted).
The available balance is the amount of funds available for immediate withdrawal or use. It is the current balance minus any withdrawals, plus cash or electronic deposits that are part of the day’s activity. Please note that the available balance does not reflect outstanding checks or debit items that have not been presented for payment. A penalty may be charged to your account if you draw against unavailable funds.
Why isn't my deposit available yet?
The funds you deposited may be on hold due to funds availability or possibly a debit card transaction, or other transactions may have been processed against the funds you deposited.
I'm having trouble accessing Bill Pay on an Apple iPhone, iPad or computer. What should I do?
Apple products are different in the way they access cookies for third party sites. The default is set to “accept third party cookies only from sites already visited.” This does not work when trying to access bill pay so if you change the settings to “Allow All Cookies” it should work.
How do I use Bill Pay?
To use Bill Pay you must be an Online Banking user. After you log in to Online Banking, click on Bill Pay, follow the step-by-step instructions on the screen. Once you’ve selected your funding account and successfully enrolled, you can set up payees and pay bills right on the Bill Pay Pay Bills screen.
Who can I pay using Bill Pay?
You can pay anyone in the United States that you would normally pay by check or automatic debit. Even if you don’t receive bills from the company or person you want to pay, you can still add the information we use to make payments. You can pay large companies and small companies, as well as individuals such as child care providers or family members. When you pay a bill, Bill Pay sends the payment electronically whenever possible. If the company or person cannot receive electronic payments, Bill Pay prints a check and sends it to the address you provide when you add your bill.
Which bills can't I pay with Bill Pay?
You cannot use Bill Pay to pay any company or person with an address outside the United States or its territories. We are also unable to process any payments to federal, state, or local tax agencies.
How does Bill Pay work?
To pay your bills online, simply add the companies and people you want to pay. We use this information to make the payments for your bills. The Pay Bills section will list all of the bills you’ve added in Bill Pay. To pay a bill, you simply enter a payment amount and the date you want the payment to be sent. You can also select this date from the calendar.
Note: When you enter an amount, Bill Pay automatically displays the earliest date you can select for the payment to be sent in the Send On box. You can either accept this date or change it to a later one.
Note: The “Send On” date is the date on which your payment will be processed and sent out to the payee.
You can pay as many bills as you want at the same time on the Pay Bills screen. Be sure to click on the Review Payments button to confirm your payment instructions and then click on the Submit Payments button.
When does the money come out of my account?
The amount of the bill you’ve paid will be deducted from your funding account on the date it is scheduled to be sent to the payee. For example, if it’s June 25th and you schedule your payment to be made on July 1, it will come out of your account on July 1 for an electronic bill payment. Check bill payments will be deducted from your account on the date the check is presented.
What is an expedited payment?
Expedited payments are delivered faster than standard payments. These payments are subject to a convenience fee that is automatically debited from your funding account.
When would I ever need to make an expedited payment?
Expedited payments are ideal any time you have either forgotten to pay a bill or you are surprised by a payment that you need to make fast. Expedited payments provide an avenue to make that happen without incurring a sizeable late fee or damaging your credit rating.
When will my payee receive my expedited payment?
Expedited payments are sent immediately. In some cases, the payee will receive your payment the same business day, but typically receipt occurs within one business day.
Are there any payments I can't issue?
Yes, expedited payments cannot be sent to an address in Hawaii or Alaska or a P.O. Box.
When do I have to submit my overnight check payment to ensure it will arrive the next business day?
All payments must be submitted before 7:45 p.m. EST to be delivered by the next business day.
What if the payment due date falls on a Saturday, Sunday or Federal Reserve Holiday?
The scheduled payment is made on the preceding business day. Weekends and holidays are not available for selection on the bill pay calendar.
Can I pay bills with my credit card?
Currently, we don’t issue payments from a credit card.
Can I cancel a payment?
In most cases, you can cancel an electronic payment 3 days or more prior to its deliver-by date and you can cancel a check payment 5 days or more prior to its deliver-by date. To cancel a payment, click the Cancel link in the Pending Payments section on the Make Payments page.
Who has access to my bill pay and funding account?
You are the only person who can authorize payments to be issued against your account. Our representatives only access your account information on a need-to-know basis, and only with your approval.
Can I pay a person or business if I don't have an account number?
Yes, you don’t need an account number to make a payment.
What security features do you use?
Our service is highly secure, designed to fully safeguard the privacy and security of your financial information. Unlike normal Internet communication, all information sent to and from our processing center is encrypted and sent through a secure communications channel. Messages cannot be redirected, read, or tampered with. We also take advantage of the maximum level of security supported by your browser, including 128-bit RC4 encryption.
Who authorizes payments?
Only you can authorize payments. You have complete control over whom you are issuing a payment to, the exact payment amount, when the payment should be sent or whether to pay the bill at all. If you have a flat fee or recurring bill that you would like to have paid each month, you can instruct us to make that payment automatically for you.
What is auto-pay?
Auto-pay provides a means for automatically scheduling payments in Bill Pay based on the options you select. You can set up an automatic payment schedule to pay bills of a set amount at regular intervals. For example, you can schedule a payment at the first of each month to pay your mortgage or rent.
How do I set up auto-pay?
From the Bill Pay screen, click on Options and select Visit Bill Pay Site. Find the payee you want to set up to auto-pay. Click on the Options prompt and select Setup Auto-Pay. Follow the instructions on the Auto-Pay Options screen by completing each required field and save.
What is an electronic version of a bill (e-Bill)?
An electronic version of a bill, which is also called an e-bill, is a bill that you can view and pay online. It typically contains the same information as a paper bill or statement.
Is there a limit to the amount I can pay a biller using Bill Pay?
Yes, you can pay a payee up to $10,000.
CALL24 AUDIO RESPONSE INFORMATION SYSTEM
What information can I get through Call24?
You can retrieve balance information, hear transaction history, complete a check withdrawal, make a loan payment, and more.
What if I forget or want to change my password for Call24?
You can change your ACCESS CODE for Call 24 at any time by choosing option 7 Additional Options and selecting option 2 Change Preferences from the Call24 menu. Follow the instructions to change your Access Code. Or, you can call us during regular business hours at (845) 452-7323.
How do I report a lost or stolen credit card?
To report a lost or stolen credit card, please call us at (845) 452-7323.
What is Design Your Own Card?
Design Your Own Card allows you to customize your credit card by uploading a personal custom image or choosing one from our catalogue of distinct images for display on the front of your personal Credit Card.
Who may request a personalized card with Design Your Own Card?
Any member of the credit union that has a credit card can submit a request using Design Your Own Card.
Can I have a different card image than my secondary or authorized user?
Yes the Primary; Secondary and Authorized Users will have the ability to customize their card.
How do I design my own card?
First, upload a personal image of your own or select from our library of images. Second, follow the step by step directions to Design Your Own Card by cropping, rotating or flipping your uploaded image; or confirm the image you selected from our library. Finally, review and submit your order or save it for later. Please note: you cannot edit images from our library.
What image format does Design Your Own Card require?
Design Your Own Card requires all photos to be in GIF, JPG, TIFF or BMP format. The image size must be at least 2100 pixels wide by 1344 pixels tall. 4MB is the maximum size accepted. Keep in mind the larger and higher resolution of your image, the better your card will appear when printed.
Why would an image be denied or rejected?
An image may be rejected for the following:
- Copyrighted or trademarked material
- Socially unacceptable or discriminatory behavior or signs
- Profanity or other obscene behavior or gestures
- Controversial subject matter such as religious or political statements or images
- Phone numbers or URL’s addresses
- Images that feature athletes, entertainers, celebrities, musicians, or cartoon characters
- Violent acts or death imagery
- Advertising or promotional materials or branded products
- Images we deem provocative, sexual, violent or otherwise offensive
- Nudity or semi-nudity
- Images which show illegal or anti-social behavior
- Nothing that contains alcohol, tobacco or firearms
- Time/date stamp on photo
Why are images with the Time/Date stamp declined?
The Time/Date stamp can be mistaken for the expiration date creating confusion and possible declines at a Merchant.
Will my new Design Your Own Card need to be activated?
Yes, you will need to activate your new Design Your Own Card when you receive it.
If I create a custom card using Design Your Own Card will other cardholders on the account receive the same card?
No, when you use Design Your Own Card you are customizing your own card. New plastics are sent to all cardholders with an updated expiration date, but their images will not be affected by your custom card request.
Why do all cardholders on the account receive a new plastic when someone uses Design Your Own Card?
When a cardholder uses Design Your Own Card a new expiration date is set on the account, new plastics are sent to all cardholders to ensure their cards have the correct expiration date.
How often can I update my image using Design Your Own Card?
Once a Design Your Own Card request is approved on your account, other cardholders on the account need to design their cards the same day to ensure they are not blocked for the specified period. Each Account is allowed to use Design Your Own Card one (1) time every thirty (30) days.
My Primary Cardholder submitted a Design Your Own Card image, can I as the Authorized user also submit a request or must I wait 30 days?
You must submit a Design Your Own Card image for a custom plastic within the same day. If a Design Your Own Card has been ordered within 30 days, you will not be able to Design Your Own Card online.
When I order my Design Your Own Card, will my PIN number change?
No, your PIN numbers will remain the same.
When my card expires, will I have the same unique image on my new card?
Yes, when your card expires the same image as your most recent requested Design Your Own Card will be used.
If I lose my card, will my replacement card have my personalized image chosen with Design Your Own Card?
Yes, your replacement card will have the same image as your most recent Design Your Own Card request; but remember you should report the card lost immediately to avoid the risks of fraud.
How will I know if my image has been approved or denied for the Design Your Own Card?
You will receive an e-mail confirmation of the approval or denial of your Design Your Own Card image.
Will I be able to use my current credit card while waiting on my custom Design Your Own Card to be received?
Yes, you will be able to use your existing credit card until your new Design Your Own Card is received and activated.
What are eStatements?
The eStatements service provides electronic delivery of your monthly or quarterly statements, which will take the place of your mailed paper statements.
How do I sign up for eStatements?
Sign into Online Banking. Once inside, click on Online Services and select eStatements. Follow the instructions on the screen to enroll in eStatements. Once enrolled you can access your eStatements at any time.
How do I access my eStatements?
To access your eStatements, log into Online Banking and click on Online Services and then eStatements. From there you will be directed to your eStatements.
Is there a fee for TEG's eStatements service?
There is no charge for the TEG eStatements service. It is absolutely free!
Why did I have to give my email address to sign up for eStatements?
You will receive an email notification when your eStatement is available for viewing. Of course, your email address is confidential.
Will my eStatements still be online if for some reason I don't receive my email notification?
Yes, your eStatement and email notification are independent of one another. If you do not receive your email notification, your eStatement will still be online.
What are the software/system requirements I need to view my eStatement online?
You will need a Web browser such as Internet Explorer/Google Chrome/Safari/Firefox and an Internet connection. You will also need the Adobe Acrobat Reader plug-in to view your eStatement using a PDF format or view your statement in HTML format using the Internet.
What if I don't have Adobe Acrobat Reader?
Adobe Acrobat Reader is free software that you can download here.
How do I print my eStatement?
By using the Adobe Acrobat Reader toolbar, press the printer icon. You can either print the entire statement or just a particular page.
How do I save my eStatement?
Using the Adobe Acrobat Reader toolbar, press on the diskette icon. You will then be asked where on your computer you would like to save it.
Can I receive a paper statement as well as an electronic statement?
No, you can either receive a paper statement or an electronic statement. You cannot receive both.
Why can't I receive the statement(s) of my joint account?
According to the law, we must deliver the statement to the primary account holder.
Is my eStatement secure and safe?
eStatements are designed with several state-of-the-art security features to keep your account information safe. These features include a firewall software security management system and 128-bit encryption.
When will my eStatement be available?
Your eStatement will be available during the first week of the new month.
Can I get my eStatement emailed to me instead?
No, your eStatement cannot be emailed to you. For your security you must log in to Online Banking to access your eStatement.
How long will my eStatement be available?
Previous eStatements will be available up to 12 months.
Can I have my eStatement email notification sent to more than one email address?
We can only send your eStatement notification to one email address.
How do I notify the credit union of my new email address?
You can change your email address online by signing into Online Banking and clicking on the Online Services menu. Select Manage Contact Info. Once you arrive on the Update Personal Information page, click on Other Information. Click on the Update the following Other Information box and update your email address. Click on Submit to save.
Can my eStatement information be exported to other programs?
TEG eStatements can be saved as a text file, HTML file, or PDF file but eStatements do not currently support any financial software packages.
If you need to download your TEG transaction data into Quicken, Quickbooks or a spreadsheet file format such as XLS or CSV, log in to Online Banking and from the Home menu click on the account and click on the Download icon to select the file format you need. Then, follow the instructions on the screen.
FUND TRANSFERS THROUGH ONLINE AND MOBILE BANKING
How do I transfer funds between my TEG accounts?
You can transfer funds from the Transfers menu and select Move Money. To set up a recurring transfer be sure to click on the “Make this a Recurring Transfer” box and enter the transaction frequency, start and end dates. Save your recurring transfer instructions by clicking on the Transfer Funds button.
How do I setup an Online Banking Scheduled Transfer?
You can schedule a funds transfer from the Transfers menu and select Move Money. Follow the instructions by selecting the From and To accounts, Amount and Date. You can also enter a Memo which will appear on your transaction history when the scheduled transfer is processed. Save your scheduled transfer instructions by clicking on the Transfer Funds button.
Schedule transfers will occur at approximately 10:00 a.m. EST on the business day they are scheduled.
NOTE: Please note that scheduled transfers must be set-up for the following business day or later.
Can I transfer money between my TEG account and an account I have at another financial institution?
Yes, this is called External Funds Transfer and can be done in the Transfers, Move Money feature. Note: There is a small fee to transfer funds out of TEG to another financial institution, but incoming transfers are free. Please refer to the current fee schedule.
What is External Funds Transfer?
External Funds Transfer allows you to transfer funds between your TEG accounts and accounts you may have at other financial institutions. To use the service you have to set up your external (a.k.a. “linked”) accounts by going to the Transfers menu, Add External Account and follow the directions on the screen. You will need the name of the other financial institution, account number and routing number.
Note: There is a small fee to transfer funds out of TEG to another financial institution, but incoming transfers are free. Please refer to the current fee schedule.
How do I enter my External Funds Transfer?
Simply log in to Online Banking at tegfcu.com. Choose Transfers from the left navigation and then follow these steps:
Step 1: Add an External Account. Under the Add an External Account function enter the Account Number, select the Account Type and enter the routing number. Complete all of the fields with the correct information for your other financial institution. Then, click the Continue button. Even if you’re adding an account from another credit union you would still select this option.
Step 2: Verify Your Account. Within 5 to 7 business days, if not sooner, we’ll make two small micro deposits to your other financial institution account. Once you see those deposits in your other account, come back to the Transfers page and click on the Verify External Account option. Complete Verification. Then, enter the transaction amounts to complete the setup.
Step 3: Move Money. Once you’ve verified your external account, you will be able to make a transfer. Simply select Transfers and Move Money and you’ll be able to choose your external account from the To and From drop down menu.
Note: Please allow 2 business days for completion of transfers to/from another financial institution. Transfers need to be created before 4:00 p.m. EST to be processed on the same business day.
Fees: There is no charge for transfers of funds INTO TEG Federal Credit Union. There is a small fee per outgoing transfer to another financial institution. Please refer to the current feeschedule.
Limits: You may transfer up to $3,000 per transaction on a single business day using External Funds Transfer.
Are there any limits to the amount I can transfer each day using External Funds Transfer?
Yes, you may transfer up to $3,000 per transaction on a single business day using External Funds Transfer.
Are there any fees for using External Funds Transfer?
There is no charge for transfers of funds INTO TEG Federal Credit Union. There is a small fee per outgoing transfer to another financial institution. Please refer to the current fee schedule.
Can I make my loan payment over the phone or internet using my Debit Card/Credit Card from another institution?
No. However you can contact your other financial institution and have the funds electronically transmitted to TEG.
I paid off my loan. When will I receive my Lien Release?
A Satisfaction of Lien will be sent 10 business days after the loan has been satisfied in full.
Can I make loan payments online?
Yes. You can pay your loan online by logging into Online Banking. Select Transfers and then select Move Money. Follow the prompts to select your From and To account, payment Amount and payment Date. Click on Transfer Funds button to process your loan payment.
Do you have Mobile Banking?
Yes. There are two different ways you can access Online Banking through a Mobile Device.
Apps for iPhone, iPad and Android devices. Go to the Apple Store or Google Play and download the TEG app for your smartphone or tablet! You can view account balances and history, make transfers, schedule bills to be paid, and deposit checks through our mobile Deposit Check service right from your camera-enabled mobile device.
Mobile Web Banking. View account information through the browser on your mobile device. Just go to our website at www.tegfcu.com from your mobile device and enter your User ID and Password. That will take you right to an online banking site that is optimized for mobile devices where you can view account balances and history, make transfers and pay bills.
Does TEG offer a smart phone app for the iPhone or Android phones?
Yes! Mobile Apps for the iPhone, iPad and Androids are available to download from the Apple Store or Google Play. The App includes the ability to deposit checks right from your smart phone or tablet (mobile Deposit Check)! You can also view account balances and history, make transfers and pay bills. For the most secure and consistent experience with online banking on smartphone devise and tablets, use the mobile banking app instead of an internet browser.
Can I just sign up for Online Banking through the Mobile Apps or do I have to use a computer the first time?
If you have an e-mail address on record with us you can enroll in Online Banking right through the mobile apps. Select the First Time User prompt. If you need assistance please contact us at 845-452-7323.
Do you have that product where I can deposit checks with my mobile phone?
Yes! We have mobile Deposit Check in the iPhone, iPad and Android Apps. You can deposit eligible checks in a few simple steps. See the FAQ for Mobile Deposit Check for more information.
Can I use Mobile Banking with any Mobile Phone?
Mobile Banking should work with most mobile devices. However, due to the security encryption certificate we use to keep your data safe, many older versions of Android and iPhone as well as the Google Chrome and Safari browsers may experience issues. We know that:
- A valid email address and mobile phone number are required.
- TEG mobile apps function best when the GPS or native mapping app (also called Location Services) are enabled. Devices that do not have Location Services or native mapping applications do NOT support Branch and ATM location functionality.
- A mobile devise with a rear-facing camera that is enabled is required to deposit checks through the TEG mobile app.
- Mobile connectivity needs to be 4G LTE or Wi-Fi.
- Apple iOS devices need to be on version 9 and later.
- Android devices need to be on version 4.2.X and later.
- Google Chrome needs to be on the latest version.
- Users on unsupported OS versions will still be able to access online banking via the mobile browser.
- The following mobile operating systems are NOT compatible with TEG mobile apps: WindowsPhone, Blackberry and Kindle Fire.
- Mobile browser access is supported and does not offer native app features, such as mobile check deposit and fingerprint login.
MOBILE CHECK DEPOSIT
What is Mobile Check Deposit?
Available through the TEG Mobile Apps for iPhone, iPad and Android devices, mobile check deposit allows you to make check deposits to your TEG account using your camera-enabled mobile device. Log in to your TEG mobile app and click on the Deposit Check function on the left navigation bar.
Who can use Mobile Check Deposit?
Anyone that has been a member for at least 60 days can use the mobile Deposit Check feature. Your account must also be in good standing.
What kind of checks are considered "eligible" for Mobile Check Deposit?
An “eligible” check is a check that is payable to you, and is within the meaning of a “check” as defined in Federal Reserve Regulation CC and TEG FCU’s deposit guidelines.
Acceptable items include personal checks, government checks, business checks, money orders, traveler’s checks, and cashiers or certified checks drawn on a U.S. financial institution and in U.S. funds.
The following are not eligible Items:
- Checks payable to others (even if endorsed over to you);
- Demand drafts or remotely created checks (checks lacking the original signature of the person authorizing the check);
- Substitute checks (paper checks/items created from an electronic image);
- Checks in which any fields on the front side contain obvious alteration(s), anything not authorized by the owner of the account on which the check is drawn, or any irregularity of any kind (for example, numerical and written amounts are different);
- Checks previously returned unpaid for any reason;
- Checks that are postdated or more than six (6) months old;
- Checks drawn on a foreign financial institution or payable in a foreign currency;
- Checks you suspect may be fraudulent or not properly authorized;
- Checks exceeding the deposit limits set forth below;
- Checks not acceptable under the terms of your Membership Agreement.
How does Mobile Check Deposit work in the Mobile App?
Once you’ve downloaded the TEG Mobile App from the Apple Store or Google Play and have signed up for Online Banking you can start depositing checks.
Just log in and click on the icon for Deposit Check which is located on the left navigation bar. After you have read and agreed to the TEG Mobile Deposit Capture Agreement, follow the instructions on the screen:
- Select the account you want to deposit the check in
- Enter the amount of the check being deposited
- Click on the Capture Image button
- Endorse the back of the check using black ink with your signature and “Mobile Deposit only to TEG FCU account #____________” and be sure to include your correct account number.
- Take a picture of the front and back of the check following the instructions on the screen
- Click on the Submit button.
Easy as that! Just make sure that your check is properly endorsed on the back.
How do I take the picture of the check?
Once in the App, click on Deposit Check and follow the instructions.
- Front View: Place the front of the check on a flat surface aligning the check front within the image box on the screen and click on the camera icon which is located on the top right corner of the screen
- Back View: Place the back of the check on a flat surface aligning the check back within the image box on the screen and click on the camera icon which is located on the top right corner of the screen
- If the front and back check images looks good, click on the Submit button
- If not, you can following the instructions on the screen to retake the check images.
Tip: Take the picture on a flat surface on a plain background. A darker background tends to work better so the check stands out.
Is there a limit to the amount of the checks that I can deposit?
Yes. You may deposit up to five (5) checks on a daily basis cumulatively totaling up to $3,000.
I deposited my check but I don't see it in my account. Where is it?
Deposits may not show up in your account right away as they first have to be processed. Any deposit made after 4:00 p.m. EST each day will be credited on the next business day after 9:00 a.m. EST. Any deposit made between 9:00 a.m. EST and 3:59 p.m. EST will be credited on the same business day after 4:00 p.m.
Is there a hold on my check?
The total deposited funds in a single day will be placed on a two-day hold with $200 available immediately. Any crediting of the Member’s account for items deposited using Mobile Check Deposit is provisional, subject to verification and final settlement.
If I deposit a check at night, when will I see it in my account?
Deposits made after 4:00 p.m. EST will be credited on the next business day after 9:00 a.m. EST.
What do I do with the check after I deposit it with Mobile Check Deposit?
Once you’ve scanned and submitted your deposit, you should mark the checks as having been deposited (i.e. write: Mobile Deposit and Date) and store them in a secure location until you destroy them. There are no laws or regulations that specify any length of time you need to keep the original checks. However, we suggest that you store the check for 60 days.
Where can I view my recent mobile check deposits?
Click on Deposit Check on the left navigation bar. Once the Deposit Check screen appears, click on the More button on the upper right corner. Click on ALL to see a list of your mobile check deposits. You can click on any check deposit listed to see images of the check deposits.
My phone won't let me take a picture of the check, why?
Your smartphone may not be compatible with the Mobile Check Deposit service. This is rare, but usually has to do with the camera in the smartphone. When you enroll in Mobile Check Deposit service you will be prompted to allow the TEG app to access the camera on your smartphone. Once you allow camera access, you will be able to begin your mobile check deposit transaction.
ONLINE BANKING SETUP
How do I log in to Online Banking for the first time?
Click on New User below the Online Banking login box located at the top right corner of the TEG FCU home page (www.tegfcu.com) and simply follow the instructions on the screen.
You will need to create a Logon ID and after your Secured Access Code verification you will need to select a password:
- Logon ID (also know as User Name) must be 5 to 25 characters, contain no symbols and include at least one letter)
- Passwords must follow these guidelines:
- 8 to 25 characters containing both letters, numbers and special character
- Passwords are case-sensitive
- Cannot be your SSN or your Account number
- Cannot be your Logon ID or E-mail address
- Cannot be any of your previous 12 passwords when updating your password
- Review and agree to the TEG FCU Online Banking agreement
Once you complete the above steps, you’re good to go. The next time you log in, simply do so right from the TEG FCU home page by entering your User Name and Password.
Can I enroll if I don’t have an e-mail address?
You must provide an e-mail address so that you can receive important alerts for your account as well as access the password reset tool. Your email address is also required for Bill Pay.
How can I enroll if I don’t have a Social Security Number?
Those without a Social Security Number should call a Member Service Representative for assistance at 845-452-7323.
I’m enrolling a business account and it’s asking me for the birth date, what do I do?
For business accounts the birth date is the date the account was opened. If you do not have this information, please call us at 845-452-7323 and we’ll be happy to help you.
I've forgotten my User ID, how can I access Online Banking?
If you have forgotten your User Name, please call us at 845-452-7323 and we’ll be happy to help you. For security purposes we will first need to verify your identity.
How do I change my User Name?
If you want to change your User Name at any time you can do so by going to Profile Options, Security Preferences and Change User Name. You will be sent a security code to the device you have on record with us that you must enter prior to being allowed to make the change. User ID’s must be 8 to 25 characters.
I've forgotten my password, how can I access Online Banking?
You may use our password reset tool, or contact us for assistance. Click on Forgot Password above the Online Banking login box located at the top of the TEG FCU home page.
How do I change my password?
If you want to change your Password at any time you can do so by going to the Profile Options, Security Preferences, and select Change Password. You will be sent a security code that you must enter prior to being allowed to make the change. Your password must follow these rules:
- 8 to 25 characters containing both letters (lower case and upper case), number and special character
- Passwords are case-sensitive
- Cannot be your SSN or your Account number
- Cannot be your User Name or E-mail address
- Cannot be any of your previous twelve passwords
What web browsers work with the Online Banking System?
Online Banking is designed for the following browsers. Using other browsers may cause the web pages to appear misaligned and prevent access to Online Banking. It is highly recommended that the most current browser version be used to access Online Banking.
11 or Greater
33 or Above
9 or Above
37 or Above
Note: The MoneyDesktop Personal Finance Manager is only compatible with Internet Explorer 10, Google Chrome, Mozilla Firefox or Safari.
Are there any other browser settings I need to know about?
Please ensure your browser:
- is cookie-enabled
- supports secured sites
- has its privacy settings at Medium-High
- has at least a 128-bit encryption
Can I export my data to QuickBooks®, Quicken® or a CSV file?
Yes, you can. You have the option to export via Quick Books Web Connect®, Quicken Web Connect®, Microsoft OFX or to a CSV file. To use this service log in to Online Banking and from the Accounts menu choose Export. Follow the instructions on the screen.
ONLINE BANKING SERVICES
Can I view pending debit or ACH transactions?
Yes! From your Account Summary or Dashboard page, simply click on your account (i.e. your checking account) to view the history screen for that account. On the top of the History page, any pending debit or ACH transactions will be listed.
What is a Pending Transaction?
A pending transaction is a type of “hold” on your account that affects your available balance. Your account balance can often differ from your available balance due to a pending transaction or “hold” on your account. For example, gas stations often “hold” up to $75 or more from your account when you fill up even though your final transaction amount may only be $30. That gas station transaction will eventually clear your account for $30 but they “hold” the funds from your available balance until the transaction clears. Regularly viewing your pending transactions may help you avoid unexpected overdraft fees.
How do I get a copy of a check?
You can view and print copies of recent cancelled checks right in your account history for the past 180 days (about six months). Just click on the check number and it will bring up the image of the check.
If you don’t have the ability to print the check copy or need a copy of a check that is more than 180 days old, you can submit the request online. Simply go to the Messages menu, click on the New Conversation button on the right and select Check Copy. Follow the instructions on the screen. It can take up to 15 business days for you to receive the check copy.
How long does it take to get a copy of a check?
Please allow up to 15 business days to receive a printed copy of a check requested online via USPS.
Reminder: You can view and print images of checks for the past six months right in Online Banking.
Can I do a withdrawal by check and have it mailed to me?
Yes. Log in to Online Banking, click on the Messages menu, then click on the New Conversation button located on the right, and then select Check Withdrawal. Follow the instructions on the screen and a check made payable to the primary member will be mailed via USPS to the address on the account on the next business day following receipt of your request.
How long does it take to get a check if I do a check withdrawal?
Please allow 3-5 business days for receipt of your check from the time you do the request.
Can I request a stop payment for a check online?
Yes, you can request a stop payment for a check online. Click on the Online Services menu and select Stop Payment.
Note: Only stop payment requests for checks are available online. ACH (electronic) stop payment requests must be handled by TEG FCU staff. Please call us at 845-452-7323 for assistance.
Can I place a stop payment on an electronic funds transfer (ACH) transaction through Online Banking?
Only stop payment requests for checks are available online. ACH stop payment requests must be handled by TEG FCU staff. Please call us at 845-452-7323 for assistance.
Can I reverse a stop payment that I made online?
Yes you can, but you cannot do it online. You will need to go into a branch, fax (845-790-6624), or mail a letter to 1 Commerce Street, Poughkeepsie, NY 12603.
Can I reorder checks through Online Banking?
Yes, if you have not had a name change or address change since the last time you placed an order you can order checks online. Simply log in to Online Banking, Online Services menu and select Check Reorder. Follow the instructions to process your check reorder.
How do I make a loan payment through Online Banking?
You can make a loan payment by doing a one-time, scheduled or recurring funds transfer.
To make a payment from a TEG account: On the Transfer menu, select Move Money and follow the instructions on the screen.
You cannot make a payment to a TEG loan from an account at a different financial institution. You can set up an External Funds Transfer from an account at a different financial institution to your TEG account. Then setup your loan payment from your TEG account.
To schedule your loan payment each month: If you want to schedule your loan payment to be made automatically on a certain date each month you will need to create a Recurring Transfer. On the Move Money screen, click in the Recurring Transfer box and follow the instructions on the screen.
Can I update my address and telephone informaiton through Online Banking?
Yes, you can update domestic addresses, phone numbers and contact information online. Log in to Online Banking and select Online Services. From there, choose Manage Contact Info. For you security and to help verify your identity, you will be sent a Security Code as directed on the screen. Once received, enter the code in the box on the screen, and click on the Submit button.
Note: Foreign addresses cannot be updated online. Please contact TEG Federal Credit Union directly at 845-452-7323. Also, if you have multiple accounts with TEG, a separate request is required for each account number.
Can I make Principal Only Loan Payments through Online Banking?
No, unfortunately at this time that feature is not available. It may be in the future, but for now you will have to make any principal-only payments in a branch or via mail.
TROUBLE SHOOTING ONLINE BANKING
I can't log in to Online Banking, what do I do?
If you can view the other areas of our website, but are unable to access Online Banking, it may indicate a problem accessing secured websites.
If you are using one of the browsers we recommend and are still experiencing an issue, the problem may lie with your Internet Service Provider. This is particularly common with employer-based access to the Internet. Your employer may have firewalls, proxy servers or other equipment that may prevent access to secured sites. Contact your company’s IT Department regarding the problem or try to access Online Banking from another location.
If none of these suggestions apply, please call us at 845-452-7323.
I keep getting an Error Message, what does it mean?
There are several different errors that may occur based upon the function you are attempting to do. Please see “The following errors may occur when accessing Online Banking” FAQ. If none of these FAQs are applicable, please call us at 845-452-7323 for assistance.
The following errors may occur when accessing Online Banking:
Account verification error.
Your password is incorrect. Verify the password and re-enter it. Check to make sure the Caps Lock is not on. Passwords are case-sensitive; the Caps Lock may alter the way your password is being entered.
The account has been locked.
You have had too many invalid login attempts. As an online security measure, Online Banking will allow three invalid password attempts and will lock out the user on the fourth try. Please contact us at 845-452-7323 for assistance. For security purposes, we will need to verify your identity before we can unlock your user id.
We're sorry, we are unable to process your request at this time.
Online Banking is temporarily down for system maintenance. Try again periodically. If the message is displayed repeatedly, contact us at 845-452-7323.
If a transfer is unsuccessful you will be given a reference number. You may contact us and a Member Service Representative will assist you in finding out why your transfer was not successful.
Tip: To show us the exact error message that you are receiving, display the error message on your screen then press FN & Print Screen on your computer’s keyboard. This will transfer the image to your clipboard which can then be pasted into a Word document or other application.
When experiencing an error message, try the following steps before contacting TEG:
- Clear the cache/cookies, reload, or refresh
- Close the browser
If you try this and you still continue to receive the error message, contact us at 845-452-7323.
IMPORTANT: When reporting problems to us, please have as much information ready as possible (e.g. when the problem occurred, browser version, what the error message said exactly, etc.).
How do I determine what my browser version is?
This depends on the browser you are using. It can usually be found in the toolbar at the top of your browser window. Look for a Help menu, or the Options menu. Once you find it, click on one of the following: “About Internet Explorer,” “About Mozilla Firefox,” “About Safari,” or “About Google Chrome.” A screen will appear telling you what browser and version you are using.
IMPORTANT: When reporting problems to us, please have as much information ready as possible (e.g. when the problem occurred, browser version, what the error message said exactly, etc.).
Can I change what my accounts are called to something I choose?
You sure can. You can also hide accounts that you don’t want to see. Go to Profile Options and select Account Preferences. You will see all of your accounts listed and you can change the account names to something that you prefer, also known as a Nickname. If you don’t want to see an account you can hide it and unhide it at any time by changing the Visibility.
Can I setup alerts to notify me whenever specific actions occur?
Yes you can and for security purposes it is a very good idea to setup alerts so you know when specific online events occur. Go to Profile Options and select Alerts. You will see that there are many different types of alerts you can setup. There is no limit to the number of alerts you can setup and you can deactivate specific alerts at any time. Please note that several default alerts have been automatically setup for security purposes.