Online Banking Frequently Asked Questions

1. Getting Started
1. What do I need in order to begin using Online Banking?
2. What can I do in Online Banking?
3. Is Online Banking secure?
4. How do I begin using Online Banking?
5. 
   Troubleshooting
5. I have forgotten my password. What should I do?
6. I have been locked out of Online Banking. What should I do?
7. I have forgotten my member number. What should I do?
8. When attempting to logon I get returned to the logon screen without an error message. What should I do?
9. When attempting to logon I receive the following message "The page must be viewed with a high-security web browser." What should I do?
10. I have been locked out of Online Banking. What should I do?
11. I made one transfer and two transfers occurred. Why?
12. 
    General Information
12. How do I change my Online Banking password?
13. How do I change my address or other contact information?
14. How do I print my account details without the images?
15. How do I download my account information for use with my financial software?
16. Where do I find the Due Date for my loan?
17. Why doesn't the Due Date change when I make a payment to my Loan or Visa Credit Card account?
18. 
    Other Common Questions
18. What are cookies and how do I enable them?
19. What is 128-bit encryption and how do I determine my web browser's encryption level?
20. Are transactions posted in real time?
21. How many previous months of my account history can I view?
22. What is the difference between Balance and Available Balance?
23. Why was I asked to log on again after I stepped away from my computer for a while?
24. Why do closed accounts show up in Online Banking?

Getting Started

1. What do I need in order to begin using Online Banking?

1. A computer with access to the Internet
2. A web browser with "cookies" enabled
3. A web browser capable of 128-bit encryption

Note: Some Online Banking features such as cleared check viewing and eStatements require that pop-up blocking software be disabled in order to function properly.

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2. What can I do in Online Banking?

With Online Banking you can access each of your Western accounts from any Internet capable computer 24 hours a day, 7 days a week. Some Online Banking capabilities include:

1. Review account and loan balances
2. Review account details such as deposits, withdrawals, and cleared checks
3. Review copies of your cleared checks
4. Transfer funds between accounts including loan payments and cross-member accounts*
5. Download your account details for use with your financial software
6. Receive a check-withdrawal by mail with eWithdrawals*
7. Pay bills electronically with Bill Pay*
8. Receive your monthly statements electronically with eStatements*

* Online Banking features such as Cross-member transfers, eWithdrawals, Bill Pay, and eStatements have additional requirements.

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3. Is Online Banking secure?

Yes, our Online Banking service uses several different methods to ensure that your information is secure. Two of the most important of these methods involve the securing of information as it is transmitted and the securing of information on your computer (cached information) stored by the Web browser.

To secure the transmission of your information, our Online Banking system uses the highest level of data encryption currently available over the Internet (128 bit encryption). This data encryption scrambles the transmitted information so that only the intended recipient is able to read it.

To secure the information on your computer stored by the Web browser, our system will automatically log you off after 10 minutes of inactivity. When this occurs, the information stored by your Web browser will no longer be accessible by clicking the browser's "Back" button. Even with this security feature in place, it is highly recommended that you always log off of Online Banking if you step away from your computer.

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4. How do I begin using Online Banking?

1. Complete the Online Banking Sign-up form
2. Retrieve your assigned password, which will be emailed to you once your Online Banking account has been established
3. Go to our website and logon using your membership account number and your assigned password

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Troubleshooting

5. I have forgotten my password. What should I do?

• Request a password reminder and an email with your password will be sent to the email address on file with the Credit Union.
• Contact our Member Support Center at 310-381-2300 or 877-254-9328, option 4 to have your password reset.

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6. I have been locked out of Online Banking. What should I do?

Contact our Call Center at 310-381-2300 or 877-254-9328, option 4 Monday through Friday from 5:00 am to 6:00 pm PT for assistance.

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7. I have forgotten my member number. What should I do?

Contact our Member Support Center at 310-381-2300 or 877-254-9328, option 4 for assistance.

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8. When attempting to logon I get returned to the logon screen without an error message. What should I do?

Check that your web browser has cookies enabled. Click here for more information.

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9. When attempting to logon I receive the following message "The page must be viewed with a high-security web browser." What should I do?

Your Web browser does not support 128-bit encryption. Some older browser versions have a "patch" available but your best bet is to upgrade your browser to the current version. You can download the current versions of Internet Explorer, Netscape, or Firefox by clicking on the appropriate link below.

• Internet Explorer
  http://www.microsoft.com/windows/ie/default.mspx
• Mozilla Firefox
  http://www.mozilla.com/en-US/firefox/
• Apple Safari
  http://www.apple.com/safari/download/

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10. I have been locked out of Online Banking. What should I do?

Your Web browser does not support 128-bit encryption. Some older browser versions have a "patch" available but your best bet is to upgrade your browser to the current version. You can download the current versions of Internet Explorer or Netscape by clicking on the appropriate link below.

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11. I made one transfer and two transfers occurred. Why?

You may have used your browser's "Back" button after your initial transaction rather than the links provided in the Online Banking system to navigate. For further assistance, please contact our Member Support Center at 310-381-2300 or 877-254-9328, option 4.

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General Information

12. How do I change my Online Banking password?

1. Log in to Online Banking.
2. Click on the "Your Online Banking" tab.
3. Click on the "Change Password" link.

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13. How do I change my address or other contact information?

1. Log in to Online Banking.
2. Click on the "Your Online Banking" tab.
3. Click on the "Change Contact Info" link.
4. Change or add information as desired.
5. Click on the "Submit" button.

You can also contact the Member Support Center at 877-254-9328, option 4.

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14. How do I print my account details without the images?

1. Log in to Online Banking.
2. Click on the "Reports" tab.
3. Select the desired "For Account".
4. Select/enter the desired "For Date(s)".
5. Click on "Generate Report".
6. Click on the "Printer Friendly" link at the top of the generated report.

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15. How do I download my account information for use with my financial software?

1. Log in to Online Banking.
2. Click on the "Reports" tab.
3. Select the desired "For Account".
4. Select/enter the desired "For Date(s)".
5. Click on "Generate Report".
6. Click on the "Download to" icon appropriate for your financial software.
7. Click on "Open".

Note:

• If your software fails to open automatically after step #7, try opening the software and repeating from step #1.
• Versions of Quicken older than Quicken 2004 may require you to save the file to your computer and then use Quicken's "Import" feature for inserting the information into Quicken. Refer to your software's "Help" files for instructions on importing your data.

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16. Where do I find the Due Date for my loan?

The Due Date is displayed on the "Account View" page of the "Accounts" tab.

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17. Why doesn't the Due Date change when I make a payment to my Loan or Visa Credit Card account?

The Due Date only changes when the billing cycle is completed, therefore, if a payment is received prior to your due date it will not change. However, you will notice that the "Payment Due" amount will adjust to $0.00.

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Other Common Questions

18. What are cookies and how do I enable them?

Cookies are small text files that websites can place in your computer to help your web browser remember specific information. Cookies are used by Online Banking to ensure that only your computer has access to your account information while you are logged on.

The following instructions are for Internet Explorer version 6. Please refer to your browser's "help" files for other versions and browsers.

1. Click on the "Tools" menu.
2. Click on "Internet Options."
3. Click on the "Privacy" tab.
4. Click on the "Edit" button.
5. In the "Address of website" window type "https://homebanking.western.org."
6. Click on the "Allow" button.
7. Click on the "OK" button.
8. Click on the "OK" button.

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19. What is 128-bit encryption and how do I determine my web browser's encryption level?

Information transmitted over the Internet can be scrambled in such a way that a key is required to unscramble it. Information scrambled with 128-bit encryption technology has 340,282,366,920,938,000,000,000,000,000,000,000,000 possible keys. Lower levels of data encryption have fewer possible keys and are therefore considered less secure.

To determine the encryption level for Internet Explorer and Netscape Navigator you can determine click on the "Help" menu and "About < Browser Name >;" for Internet Explorer look for "Cipher Strength: 128-bit" in the displayed window, for Netscape look for "This version supports high-grade (128-bit) security" in the displayed window.

Additional modern browsers also support this technology; please refer to the manufacturer's documentation to determine the supported encryption level.

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20. Are transactions posted in real time?

Yes, transactions are posted immediately.

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21. How many previous months of my account history can I view?

You can currently view the previous six months of your Savings and Checking account activity.

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22. What is the difference between Balance and Available Balance?

1. Balance = All money currently held in an account.
2. Click on the "Allow" button.
3. Available Balance = Current balance less any pending payments or held deposits not currently available for disbursement. These can include but are not limited to: Point of Sale transactions, check authorizations, Membership Deposit, and ATM deposits.
4. Click on the "Allow" button.

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23. Why was I asked to log on again after I stepped away from my computer for a while?

For your account security, the system will log you out after 10 minutes of inactivity.

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24. Why do closed accounts show up in Online Banking?

To assist with tax reporting concerns closed member accounts will remain viewable via Online Banking and purged on an annual basis.

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