FAQs

   

GENERAL

What is Online Banking?
Online Banking is access to your Mazuma accounts via the Internet. Online Banking is designed to provide you with the very best in modern, secure remote access, and allows you to access your account information and funds, 24 hours a day from your personal computer.

What types of accounts can I view with Online Banking?
With Online Banking, you can view all of your Mazuma accounts.

What can I do online?

  • Check current account balances.
  • Transfer funds between accounts.
  • Schedule recurring transfers.
  • Apply for several Mazuma products and services.
  • Reorder checks.
  • Set up e-mail notifications.
  • Request a withdrawal by check.
  • View your account history for the past seven months.
  • View your account information, including the interest rates and payment dates.
  • Reconcile transactions that have cleared the Credit Union.
  • Download your posted transaction information to personal financial management software, such as MS Money or Quicken.
  • Pay your bills via our Bill Payment feature.*
  • View, print or save check images.
  • View and print your account statements when you enroll in free e-statements.

Do I need any specific Credit Union accounts to access Online Banking?
You are not required to have a specific Credit Union account type to have access to Online Banking. To enroll now and request your password, simply click here. You must have a checking account to enroll in Bill Payment.

How much does Online Banking cost?
Online Banking account access is free!

*Bill Payment is $5.95/month, unless you are enrolled in free e-statements or have a Premier Checking account.

What kind of computer equipment and software do I need to access Online Banking?
You do not need a special computer configuration to access Online Banking - just a computer, a modem, Internet access and one of our two supported browsers, either Netscape Navigator 4.7 or higher or Microsoft Internet Explorer 5.5 or higher.

ENROLLMENT

Can I enroll right now?
You can enroll for Online Banking access right now with our secure online application.

Once I've enrolled, can I use Online Banking?
After you complete the Online Banking enrollment form it is submitted for processing. You will receive your login information within one business day. You may change your PIN/Password after logging into Online Banking by clicking on Preferences/User Options in the top right corner of the Web page.

How do I enroll for Online Banking?
Simply click here to go to our Enrollment page.

SECURITY

What type of security is used by Online Banking?
Online Banking uses an integrated security system to protect your account data from exposure to unauthorized persons. This system is a three-tiered security policy that governs all aspects of your Online Banking service. Each tier governs a unique aspect of your Online Banking session and transactions with Mazuma. These policies form a rigid security implementation that enables Members to conduct business with the Credit Union via the Internet with an extremely high degree of security.

Can anyone from the "outside" access the Credit Union's database?
At no time does anyone from the outside have access to the Credit Union's database via the Internet. Any and all requests for data must pass through two distinct validation and control centers. Each request and answer is logged at each stop through the firewall. Additionally, any suspicious activity is logged and causes an alarm.

What is encryption?
Encryption occurs for all information going to and from both you and Online Banking. Plainly stated, encryption is "mumbo jumbo". Encryption takes meaningful text and numbers and scrambles them into numerical nonsense before transmitting them across the Internet. This process uses complex mathematical formulas to create a key that is used to translate the "mumbo jumbo" nonsense back into meaningful data. There are billions of potential keys and a different one is used for each online session with Online Banking. The key to be used is established when the online connection is made between your computer and Online Banking. Your next session will use a completely different key!

Encryption is a major reason why we can offer you Online Banking. Basic encryption involves the transmission of data from one party to another. The sender encodes the data by scrambling it, and then sends it on. The receiver must decode the data with the correct "decoder" in order to read and use it.

Your computer, as well as our computer system, recognizes the mathematical formulas of the encrypted messages during transactions. The more powerful computer system you possess on your end, the higher level or grade of encryption you can use.

128-bit encryption is a more secure form of encryption and is required for Online Banking.

And what about my personal account?
Your personal account also has an additional two-layers of security surrounding it - your PIN (personal identification number) and your Account Number. Both are individual codes specific to your account only. Additionally, the Online Banking system will automatically lock access to your account should five unsuccessful attempts to access your account be made.

Computer, Software, & Internet Requirements

What type of personal computer do I need to access Online Banking?
There are no special computer requirements to access Online Banking. Generally, faster processors will give you a better/faster experience. However, the Internet browser used on your computer must meet our minimum requirements. Those requirements are listed below.

Are there any requirements for my Internet connection?
For the best functionality and experience, we recommend the use of a high speed (broadband) Internet connection. Online Banking will function using a dial-up (modem) Internet connection; however, the Online Banking experience may be diminished.

And, what about my Internet browser?
To access Online Banking, you need to use an Internet browser that supports 128-bit security encryption. Online Banking supports most modern Internet browsers. We recommend the use of Microsoft Internet Explorer 7.0 (or higher) or Firefox 3.0 (or higher) as these meet our security requirements and also contain built-in Web site fraud detection, which may protect against potential or known fraudulent Web sites and identity theft.

What should I do if Online Banking does not support my browser level?
Online Banking will not allow connection from Internet browsers that do not support high-level security encryption. If your browser does not meet our specific security requirements, you can go to the Microsoft Internet Explorer or FireFox Web site and download the most current version.

If I am an AOL user and having difficulties logging on, what should I do?
If you are having difficulties logging on to Online Banking, we recommend you download and use Netscape 4.7 or higher with Online Banking.

Can I connect to Online Banking from within another network?
You may experience difficulty connecting to Online Banking if you use a computer that is part of a network, such as a LAN or WAN that is connected to the Internet. Frequently, security barriers on many networks can prevent connection with secure, encrypted Web sites. If you experience difficulties in connecting from a networked computer, ask your network administrator about possible interference caused by security barriers.

Where can I find information about Online Banking security?
Security information regarding Online Banking is located on the Security Information page and can be accessed by clicking on the Security Information link at the top of the www.mazuma.org homepage.

Do I need any specific Credit Union accounts to access Online Banking?
You are not required to have a specific Credit Union account type to have access to Online Banking. To enroll now and request your PIN, simply click here. You must have a checking account to enroll in Bill Payment.

MEMBER SUPPORT

What Type of member support does Online Banking have?
Online Banking features an online help facility that can answer many questions you may have when you are using Online Banking. Members may also direct questions to our Service Center at (816) 361-4194 or toll-free at (888) 361-4194, Monday-Friday, from 9am-5pm, Central Standard Time.

What if I have questions regarding my Bill Payment Service?
Member support is available by calling (816) 361-4194 or toll free at (888) 361-4194, Monday-Friday, from 9am-5pm, Central Time.

Who do I contact if I forget my PIN number?
If you forget your PIN, you need to call Mazuma Credit Union. After verifying you are the accountholder, your PIN will be reset to the last four digits of your SSN. You may then access your account and change your PIN.

How do I change my PIN?
To change your PIN, simply click on the "Preferences" button located on the menu along the top. Then select the "change password" option and follow the instructions.

What do I do if my PIN does not work for Online Banking?
Be sure your PIN is numeric digits. If you have alpha letters in you PIN, you must convert it to numeric digits when logging on to Online Banking (for example, if you use your first name as your Smartline PIN-John-then you would could convert it to 5646 when logging on to Online Banking). If your PIN is already a numeric, 4-digit and you are still having problems logging on, contact Mazuma Credit Union.

ACCOUNT INFORMATION

What type of account information is available with Online Banking?
With Online Banking, you can view the balance and transaction history of all your Mazuma Credit Union accounts including checking, savings, certificates of deposit, IRAs and loans.

How can I see if a check has cleared?
By selecting the "Account Summary" option and clicking on your checking account link, you can view all checks that have cleared your account. For example, to find out if a check you wrote last week has cleared, simply click on "Account Summary" and select the checking account from which you wrote the check. All recent transactions that have cleared your account will display. Look to see if the check is there! You also have the option to view, print, and/or save check images by clicking on the check number.

How many months of Account History does Online Banking have available?
Account History will allow you to view all transactions on a particular account, beginning with the date you select. History is available for the current month in addition to the previous six months.

How do I download account information to import to Quicken or MS Money?
If you wish to download your account history into your personal financial management software (Quicken or MS Money), you may do so from the "Account History" or "Export" screen. Simply select the appropriate format for your software. You may save this file or open your software immediately. To enter the download information into your personal records, follow your software's directions.

TRANSFERRING FUNDS

How can I transfer funds between my accounts with Online Banking?
Transferring funds between your Mazuma accounts is easy with Online Banking. After selecting the "Account Transfer" tab simply select the appropriate accounts, enter the amount you would like to transfer and click on "Transfer Funds." Verify that the funds went to the correct account and "Confirm Transfer." It's that easy! For your records, make a note of the confirmation number that appears on the screen.

Can I make my loan payment with Online Banking?
Yes, you may transfer funds to make your loan payment. Loan payments are due by 5:00 p.m. Central Time on the due date of the loan. Payment due dates that fall on Sunday or Monday holidays are due by noon Central Time on the previous Saturday.

Do I receive a confirmation that my transfer is complete?
After verifying you transfer information, you will receive reference information on your transaction. This screen will display a reference number. This number will appear in your account history as well as on your account statement.

How can I transfer funds between two different account numbers (cross-account transfer) with Online Banking?
A cross-account transfer means you can transfer money to a totally different account number that the one you logged on to in Online Banking. That means spouses can transfer money between their separate accounts, if necessary, or a parent can transfer money to a Money Bunny or FYI Only account. You can set up the accounts you want to be able to transfer money to in the following ways: e-mail us using the e-mail form in Online Banking, contact the Call Center, contact an account executive or come in to the Connection Center at any of our branches that provide this service. After setting up your cross-account, select the "Account Transfer" tab and a drop down list of your accounts to which you may transfer funds will be displayed. You can only transfer money TO these cross-accounts, not FROM. Simply select the appropriate accounts, enter the amount you would like to transfer and click on "Transfer Funds." It's that easy.

Can I withdraw funds with Online Banking?
Withdrawing funds from your Mazuma accounts can be done by check. For security purposes, all check withdrawals are made payable to the primary owner of the account and are mailed to the address on record.

Is there a maximum amount of funds I can transfer?
No, you may transfer any available amount from one account to another.

BILL PAYMENT

Who do I call if I have any questions regarding one of my "PROCESSED PAYMENTS"?
If your payment has been processed and appears in Bill Payment History, call bill payment support at (816) 361-4194 or toll free (888) 361-4194. Hours are: Monday-Friday, from 9am-5pm, Central Time (CST).

How long do payments appear in Bill Payment History?
Processed payments remain in Bill Payment History for 18 months.

What happens if the funds are not available for a bill payment?
If the funds or overdraft protection are not available, an insufficient funds fee up to the amount of $35 will be charged to your checking account.

Can I set up overdraft protection for Bill Payment in Online Banking?
If your checking account currently has overdraft protection, this service is available for bill payments in Online Banking. If you would like to set up overdraft protection for your checking account, call one of our representatives at (816) 361-4194 or toll free (888) 361-4194.

How do I change the name and/or address of a payee?
To change the name and/or address of a payee, delete the payee and re-enter the new information. At this time, only the account number, nickname and the payment frequency can be edited.

Can I stop payment on an authorized bill payment?
You may place a stop payment on a bill that has been paid by check as long as the check has not cleared. To place a stop payment, call Bill Payment support at (816) 361-4194 or toll free (888) 361-4194. Hours are: Monday-Friday, from 9am -5pm, Central Standard Time. A fee of $15 will be accessed for each stop payment item. You may NOT place a stop payment on a bill paid electronically (payees listed with a lightning bolt).

How do I cancel the bill payment service?
To cancel your Bill Payment service, submit the request in writing, by letter or e-mail, to Mazuma Credit Union. Be certain to include your account number and your signature. Please note, any bill payments pending at the time you wish to cancel your bill payment service must be deleted prior to the cancellation. Your Bill Payment account may be cancelled without notice in the event that you do not have any Bill Payment transactions during two consecutive calendar months.

When will the bill payment fee be debited from my checking account?
If you are registered for Mazuma e-statements Bill Pay is free! We do offer a 60-day free trial period for those not using e-statements. The bill payment fee will be debited from your account the last business day of the month prior to the month you are paying for. For example, your account would be debited on December 31 for your January usage.

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