FAQs

What services are included in the new AltaOne Online Banking program?
  • Availability to view your account activity, transfer money, set up bill payments, and manage your finances from a personal computer or mobile device, 24x7x365.
  • BillPayer: A safe and secure way to pay your bills online.
  • eStatements: An electronic version of our traditional monthly paper statement.
  • Mobile Banking: A mobile banking app and mobile banking website for use on smartphones and tablets.
  • Remote Check Deposit: A mobile check deposit service.
  • Alerts: An electronic account notification service.
  • People Pay: A way to transfer money from your account to other people with accounts at other financial institutions.
  • Personal Financial Manager: A way to organize your finances from all your accounts at AltaOne and other financial institutions and creditors, set goals and budgets.
  • Display Options: New display options are available including Spanish and large font.
  • Transfers: New transfer options are available including wires and ACH, all within AltaOne Online Banking.
  • Touch ID login from Touch ID capable mobile devices.
What are the benefits of the enhancements to AltaOne Online Banking?
  • The functionality currently offered by MSC Online and our mobile app simply do not meet the needs of our tech-savvy members.  We have partnered with an industry leader to develop the most effective, user-friendly and secure online banking program for you.  The enhanced online banking program will also include some new business banking services.
  • The enhancements pave the way for AltaOne to add new products and services that you have been requesting, and will improve many existing services as well.
 What enhancements are available to business members?
  • Whether you own a small business or manage a large corporation, AltaOne Online Banking has several services and features to assist you.  You can use ACH services, perform wire transfers, pay employees with payroll deposits; make electronic state and federal tax payments; establish users with specific account rights; and much more.
If I am an existing MSC Online user, what changes should I expect?
  • AltaOne Online Banking includes enhanced services that are readily accessible from any device.  Some examples include Alerts, People Pay, and Personal Financial Manager.
  • Member authentication will be different.  Instead of a login process that includes a Passphrase, Passmark Image and Password, you will log in with your username and password.  You will also receive a Secure Access Code.  The Secure Access Code can be sent to you by:
    • An email to the email address we have on file for you;
    • A text message to the mobile number we have on file for you; or
    • A phone call to the voice number we have on file for you.
  • If it is your first time logging in, you will enter your existing username and password.  Then you will be prompted to update your password to one that meets the security standards:
  • Next you will be asked how you would like to receive your Secure Access Code.  Select one of the options on the screen and then enter the number you receive.  Secure Access Codes are valid for a limited period of time.  For login assistance, please contact the Credit Union at (800) 433-9727.
  • Accounts linked through the “Multiple Accounts” function in MSC Online will now show in one convenient screen through AltaOne Online Banking.  No more drop downs.
  • If you have nicknames for your accounts in MSC Online, please note that those nicknames will need to be re-set in AltaOne Online Banking.  To set new nicknames simply click on Edit on the main page of AltaOne Online Banking.  Here you can enter your account nicknames and set the order in which you want your accounts and loans to display.
  • Enhancements include a new mobile app.  If your mobile device is an Apple device and is set up to receive automatic updates, then you will not have any action to take.  Your existing AltaOne mobile app will update automatically and you can begin using the new app on October 12, 2016.  If your mobile device is not set up for automatic updates, then you will need to go into Settings on your mobile device and manually approve the update.  If your mobile device is a Android device you will need to manually remove the old app and install the new AltaOne mobile app from the App store.
  • If you have Alerts set up in online banking, please review the enhanced Alerts options in AltaOne Online Banking.  There are many new Alert options to choose.
What is a Secure Access Code?
  • AltaOne Online Banking includes a security feature called Secure Access Codes.  The Secure Access Code allows AltaOne to identify you and keep your accounts even more secure online by sending a code to one of the points of contact we have on file for you.  This provides an additional layer of security from fraud and identity theft.
  • When you log in for the first time, or any other time using a device that has not been registered, a Secure Access Code will be delivered to you by text, phone or email.  For your protection, the Secure Access Code will expire in 15 minutes.  Don’t worry, if your code expires you can request a new one at any time.
  • If you register your device on login you will not have to go through a Secure Access Code validation process again for that specific device as long as cookies are enabled.  Click here to learn more about cookies. 
  • If you select “Do Not Register Device” you will continue to go through the Secure Access Code validation process each time you log in from the device.  You should select this option if you are using a public computer, a device that you don’t own, or if you would like to continue to be prompted for a Secure Access Code.
What should I do if I get an “unsupported browser” message?
  • If you get an unsupported browser message, please make sure the internet browser you are using is the most current version.  If you are using the most current version, go to the Tools menu and check “compatibility view”.
How do I enroll in AltaOne Online Banking if I am a new user?
  • If you are an existing member who hasn’t tried online banking yet, or if you are a new member to AltaOne, you can easily enroll in AltaOne Online Banking.  Simply access the login section on our main website at www.altaone.org and click ENROLL NOW.
What should I do if I have trouble logging in to AltaOne Online Banking?
  • If you forget your password, please click Forgot Password on the login screen.
  • You are allowed 5 login attempts.  If you exceed the number of allowed login attempts, your login will be frozen.  To correct this, please contact the Credit Union at (800) 433-9727.
Will the web address (URL) for AltaOne Online Banking be different from the one I used to access MSC Online?
  • Beginning October 12, 2016, simply access AltaOne Online Banking through our website homepage at www.altaone.org.
Will existing account history appear in the new AltaOne Online Banking?
  • Yes. Your account history carries over from the old MSConline to the new AltaOne Online Banking.
Can I change my AltaOne Online Banking username and password with this new system?
  • Yes. There is an option in the Settings menu where you can modify and/or change your AltaOne Online Banking ID and password at any time. Requirements for both your ID and password are displayed in the system.
I have more than one account. Will they be combined into one account?
  • We will keep all accounts separate.
What Quicken/Quickbooks changes can I expect?
  • AltaOne is investing in new state-of-the-art technology to provide you with better service and enhanced features.  As part of this upgrade, you will need to perform a deactivation and reactivation process in Quickbooks on or after Wednesday, October 12, 2016. To view the instructions for Windows users click here. To view the instructions for MAC users click here.
  • Click here for the steps to connect an account in Quicken.
If we have multiple users on an account with different user names and passwords, can we see each other’s information such as transactions and nicknames?
  • If you are using separate usernames/passwords, you will not be able see each other’s transaction information and account nicknames, with the exception of business accounts where the business owner can view all transactions.
Will I have to re-set the recurring transfers that I set up in MSCOnline?
  • No, your existing recurring transfers are automatically set in AltaOne Online Banking.
Is BudgetPro still part of your online banking program?
  • Yes, you will continue to benefit from this great service.  It is now called Personal Financial Manager.
Does AltaOne Online Banking have a Spanish language option?
  • Yes, you may change the theme to Spanish to convert the text from English to Spanish.
What is Text Banking?
  • Get your account information in a hurry using Text Banking.  You can get balance information, review the last few transactions, and transfer between accounts quickly and without logging in to AltaOne Online Banking.  Once you have enrolled in Text Banking, you can choose from a variety of commands based on what information you want sent back to you. 
Will I be able to use "text banking"? I am getting an “unsupported browser” error message.  How can I fix that?
  • Make sure you are using the most current web browser version. After the browser is updated, try again.  If you still experience issues, please contact the credit union at (800 433-9727.
Will I be able to use Quicken with the new Online Banking system?
  • Yes. You can easily download a file and import it to Quicken from AltaOne Online Banking. Using Express Web Connect for Windows makes it even easier to keep your transaction history up-to-date.
Will my external accounts transfer over to the new AltaOne Online Banking?
  • For security purposes, external accounts will not transfer over to the new online banking system.  These are easy to re-set through the “transactions” tab in the new online banking portal. 

The new and improved AltaOne Online Banking does not have a significant impact on your current online services.  For example:

Member Number
  • Your member number remains the same.
Monthly Statement
  • The paper statement and eStatement layout does not change.
Checks
  • You will still be able to use your existing AltaOne checks after the upgrade. You can still order checks through AltaOne Online Banking.
Direct Deposit & Loan Payments
  • We do not foresee any delays to member direct deposits or loan payments. We expect all transactions to clear your account as normal.
ATM & Visa Debit Card
  • Usage of your ATM cards and Visa debit cards will not be affected.

What username and password do I use on my first AltaOne Online Banking login, and what steps do I take?
  • Visit our website or open our mobile app on your device. Enter your existing login ID and password. First-time log-ins from a new device will prompt a secure access code that helps us verify your identity. If you do not know your member number or are unable to log in, please contact us at (800) 433-9727. 
Will I be prompted to change my password and challenge questions in the new AltaOne Online Banking?
  • If your password does not meet the new requirements, then you will need to change it accordingly. There will not be any challenge questions on the new AltaOne Online Banking.
What should I do if my AltaOne Online Banking self-enrollment is rejected?
  • Contact the Credit Union at (800) 433-9727 to confirm that your existing information is accurate before trying to self-enroll again.
Will I need to confirm my challenge questions and pass phrase to log into AltaOne Online Banking?
  • AltaOne Online Banking uses secure access codes to recognize and register your devices. This is one of the security enhancements of AltaOne Online Banking.
What is a secure access code?
  • The secure access code replaces the challenge question and pass phrase used in MSCOnline.  You need to enter a secure access code each time you attempt to enter AltaOne Online Banking from an unregistered device. The code is sent to you through email, phone or text.
  • If you forget your password, you may use the secure access code to recover your password.
  • Once you receive the secure access code, you have 15 minutes to enter the code in order to enter online banking. The system locks you out for one hour if you fail to enter the correct code after five attempts. 
Why should I register my devices?
  • You may register your private devices so it recognizes your login information. We do not recommend registering any public devices, at locations such as a library, for example.
  • Device registrations are per browser, so if you use multiple browsers on the same device, you will have to register for the additional browsers.
What are the password requirements of the new AltaOne Online Banking system?
  • Password length between 8 and 99 characters long. 
  • You need to remember your last seven passwords because the last seven cannot be re-used.
  • Passwords can be reset immediately after a change, if necessary.
  • Passwords never expire.
  • Passwords require at least one of the following:  lower case, upper case and number.
How many incorrect sign-in attempts are allowed before it is frozen and I need to contact member support?
  • The system allows for five incorrect attempts. If you are frozen, please contact the Credit Union at (800) 433-9727.
  • Remember, you may use the secure access code to recover forgotten passwords.
 

What enhancements can I expect with mobile banking?
  • Mobile banking will more closely mirror the desktop version of AltaOne Online Banking, providing a consistent look and feel, regardless of the device you are using.
  • One of the new features is login capability with Touch ID on Apple iOS devices with that capability.  Once you are logged in, you can activate this feature from within Settings, Security Preferences.
What are the benefits of the mobile app?
  • The AltaOne Online Banking mobile app allows credit union members to access their accounts using their mobile devices. Members can check balances, view account transactions, transfer funds and receive account alerts on their devices.
Am I able to view all of my accounts via the new mobile apps?
  • Yes. You can view the same accounts on your mobile app as you can in AltaOne Online Banking.
Can I access my AltaOne account without downloading the mobile app?
  • Yes. Beginning this fall, you can access the browser-based version at altaone.org. A mobile device with internet access is required.
How do I access the mobile app?
  • Beginning this fall, the full mobile app will be available for download in both the Apple Store and the Google Play Store. Search for AltaOne Online Banking to find our mobile app.
What are the new requirements for my eMobile User ID and Password?
  • For your convenience, both the mobile app and the browser version noted above will have the same password requirements as AltaOne Online Banking and will be the same as your AltaOne Online Banking ID and password.

 
What are some of the features and benefits of the Business Accounts portal?
  • We are glad you asked. The all-new AltaOne Online Banking includes enhanced functionality for our business members. Some highlights include:
    • User management tools:
    • The business owner/admin sets the transaction rights for each user.
    • Set up multiple business account users through mobile authorization.
      In addition:
    • Set up alerts to notify you of various transactions, such as payroll processing.
    • Manage payment recipients such as vendors and wire transfer recipients.
    • Set up payroll, and split payroll deposits to different accounts.  
    • For tax payments, federal and state tax forms are available electronically.
What is the cut-off time for daily ACH and wire transaction processing?
  • The cut-off time is 2:00 p.m., PST.

What eStatement changes can I expect?
  • It will be easier to navigate to eStatements.  Simply click Transactions > Statements to enter the eStatements portal.
  • If you have more than one primary account at AltaOne, and the accounts are all enrolled in AltaOne Online Banking, you will be able to view all of your eStatements in one convenient location.  You will not have to login to each separate account and you will not have to toggle back and forth between linked accounts.

What is Remote Check Deposit?
  • Remote Check Deposit is a feature available in the mobile app that allows you to take a picture of a check and deposit it without ever having to travel to the Credit Union.
  • Remote Check Deposit is available for members 16 years and older with accounts in good standing as defined by our Bylaws.
  • First-time users will need to complete the registration process and agree to terms and conditions.
How do I access Remote Check Deposit?
  • Remote Check Deposit is available through the mobile app.  If you have not used this feature before, please complete the user registration process.
How secure is Remote Check Deposit?
  • Remote Check Deposit integrates completely with AltaOne's security system. The password and multifactor authentication used for AltaOne Online Banking also protects these transactions.
What accounts are eligible to receive Remote Check Deposit?
  • Any Share Savings or Share Draft Checking account.
When can checks be submitted to AltaOne using Remote Check Deposit?
  • You can submit checks 24 hours a day, 7 days a week including holidays.
What type of checks can be deposited?
  • Properly endorsed personal and business checks, government/treasury checks or cashier checks issued in US dollars. Checks from Canada and other foreign countries, savings bonds, money orders, traveler’s checks and poor quality checks must be deposited traditionally.
Are there daily cutoff times for depositing a check using Remote Check Deposit?
  • Yes. Deposits made prior to 3:00 PM PST should be available on the next business day. Deposit availability may be delayed if you’ve reached the deposit threshold or you submit your deposit after 3:00 PM PST.
What should I do with the original paper check after I have submitted it Remote Check Deposit?
  • Securely store the original check for a minimum of 90 calendar days. After the storage period has expired, feel free to discard the paper checks using a secure method such as a paper shredder.

As a current cardholder, will I continue to have online access to view my account activity?
  • Yes. Your account activity automatically transfers over to AltaOne Online Banking.

Will I have to re-enroll to receive my Visa eStatements?
  • You will not have to re-enroll if you are currently enrolled in eStatements.

What BillPayer changes can I expect?
  • Enhancements to BillPayer include the ability to send gifts and make charitable payments, with a greeting card.
  • Perform quick bill payment actions by clicking Transactions > Bill Payment. screen.
  • BillPayer payments of less than $1 will not transition to the enhanced Bill Pay program.
  • Your eBills will not transition to the enhanced Bill Pay program.  Learn how to use eBills here
  • Bill Payer payees not used since before May 2016 will not transition to the enhanced Bill Pay program.
How will I access Bill Pay?
  • Log in to AltaOne Online Banking and click on Bill Payment, which is located on the navigation menu.
Will I be able to view my bill pay history?
  • Bill Pay history for the prior six months transfers over to the enhanced Online Banking.  To save older history, please download prior to the October 12, 2016 enhancement date.
Will my payees be visible?
  • Yes. All payee information will be converted.
Will there be a fee to use Bill Pay?
  • Bill Pay is free to AltaOne members.
Will my eBills transfer automatically from MSCOnline to the new AltaOne Online Banking?
  • Please re-set any eBills you wish to receive. Read our guide on how to set up eBills here.

What are Alerts?
  • Alerts are account notifications that you set up to let you know when certain events occur on your account.  Alerts are delivered to you by text, phone or email.
  • Set up your Alerts preferences by clicking on Settings, and Alerts in the left-hand menu.
How do I enroll in Alerts?
  • Beginning this fall, log in to AltaOne Online Banking and select the “Settings” tab followed by the Alerts option. You can then select your desired notifications under Alerts, then complete your desired notification preferences by adding your email address and/or mobile phone number. Select “Submit” to activate your Alerts.
Once I’m enrolled in Alerts, will I continue to receive paper notifications?
  • Yes. Alerts are sent to you as a courtesy, with paper notices sent for items such as a Delinquent Loan notices, NSF notices and Share Certificate maturity and renewal notices.
What type of Alerts can I receive?
  • Options include Event Alerts, Balance Alerts, Transaction Alerts, Item Alerts, Security Alerts, and Personal Alerts. You can choose to receive Alerts by email, text or upon AltaOne Online Banking log in.

How can I find additional details about AltaOne Online Banking?
  • AltaOne has produced numerous videos and user guides. Below you will find the video library along with links to the user guides.
  • For additional questions, please contact our call center at (800) 433-9727.
User Guides:
 
Click the image below to play the videos: