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Frequently Asked Questions

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You will need a computer with an up-to-date web browser and operating system, and an Internet connection. Below are some more specific recommendations.
Windows® Operating System
Supported Versions:
  • Windows Vista
  • Windows 7
  • Windows 8
  • Windows 8.1

Supported Browsers:
  • Internet Explorer 8, 9, 10, or 11. You can get these via Windows Update in Windows.
  • Mozilla Firefox - most current version. You can get this at firefox.com.
  • Google Chrome - most current version. You can get this at google.com/chrome.

Versions of the Windows operating system including and prior to Windows XP are no longer supported, as Microsoft is no longer supplying security updates to that platform. For your own security, using unsupported software is not recommended.

Mac OS® X Operating System
Supported Versions:
  • Mac OS X 10.7 "Lion"
  • Mac OS X 10.8 "Mountain Lion"
  • Mac OS X 10.9 "Mavericks"

Supported Browsers:
  • Apple Safari® 6, 6.1, 7. These are available via System Update on your Mac®.
  • Mozilla Firefox - most current version. You can get this at firefox.com.
  • Google Chrome - most current version. You can get this at google.com/chrome.

You can also access RCU eBranch through any internet-enabled mobile device. Many Members use Tablets or Smartphones to do so.

RCU Mobile is a smartphone oriented mobile version of our website that allows you to securely access your RCU account information and other services. All you need is a mobile device with an internet connection. Simply enter www.rcu.org into the browser. To gain access to your account information, you must be enrolled in RCU eBranch. Sign-On using your eBranch Sign-on ID, Passfaces, and password.

To find your browser and operating system, use this link: http://www.useragentstring.com.
Yes. RCU Mobile is a mobile version of our website that allows you to securely access your RCU account information and other services. All you need is a mobile device with an internet connection. Simply enter www.rcu.org into the browser. To gain access to your account information, you must be enrolled in RCU eBranch. Sign-On using your eBranch Sign-on ID, Passfaces, and password. You can use RCU Mobile from any internet-enabled mobile device.

RCU Mobile includes the following services:
  • Account Balances
  • Account History
  • Transfers
  • Pay Bills with ePay
  • Find the nearest RCU office and ATM location

To view more frequently asked questions, click here.

If you prefer to use full eBranch on your mobile device, from RCU Mobile, click on the "View Full eBranch" link. If you experience issues using full eBranch on your mobile device, see question "Will the web browser on my mobile phone or mobile device work to access the full RCU eBranch website?" for help.
Many mobile phones and mobile devices are capable of accessing the full RCU eBranch. Some are able to use their built-in web browser, but some require the download of a third party web browser. While RCU does not officially support the use of mobile phone web browsers on full eBranch, some Members have reported success using them. For your convenience, below is a list of mobile operating system and browser combinations that Members have reported using with success.

iPhone®, iPod touch®, and iPad®
  • Safari® Browser

Android™ Devices
  • Android Browser

Blackberry® smartphones
  • Blackberry browser 5.0+

Windows Phone®
  • Internet Explorer® Mobile

Important: Please do your own research before downloading any application to your mobile phone or mobile device to determine what is best for you. You are responsible for the security of your mobile phone or mobile device, as well as any mobile Internet access charges that you may incur while using RCU eBranch.
If you forget your sign-on ID, password, or Passfaces, or you become locked out of eBranch, please call RCU Member Service at 1-800-341-9911, or stop in at any RCU branch office and they will assist you.
Most transactions and balance updates are reflected on eBranch as soon as the transaction is performed. For example, any transaction you do at a teller line or an ATM will immediately appear on eBranch. It may take 1-3 business days for RCU Visa payments or signed Check Card transactions to appear on eBranch.
You can access the following types of accounts:
  • Checking
  • Money Market Accounts
  • Savings
  • Loans/Lines of Credit
  • Certificates/IRAs/HSAs
  • Business Accounts
  • Credit Cards
Here are a few tips for naming your accounts:
  • Please make sure you include the type of account in the name using descriptions like, Savings, Checking, Loan, or Certificate. For example, you want to change your Secondary Savings Account to "Vacation Fund". Make sure you include the word "Savings" so it would say "Vacation Savings Fund".
  • Please do not include the account number within the account name as it may appear on mailed documents.
  • Please do not use inappropriate account names. Labels on your accounts are visible to RCU employees. Profanity or other inappropriate phrases are to be avoided. We reserve the right to change any account descriptions we deem inappropriate.
When you choose Remove Account, this is giving you the option to not view this particular account on RCU eBranch. The account will remain on RCU's core computer system. If you need to close an account, you may stop into any RCU office or contact RCU Member Service 1-800-341-9911.
Absolutely! RCU eBranch was designed to be highly compatible with this popular software, so you can download files for your financial management software directly from it. This can be done by clicking the Quicken, QuickBooks or Money link in the top right corner on eBranch.

The files you download from eBranch can be used with the following versions of Quicken, QuickBooks, or Money.
  1. Quicken 2006 or newer
  2. QuickBooks 2006 or newer
  3. Microsoft Money 2004 or newer

If you have questions regarding the functionality, are experiencing issues with one of the software programs listed above, or would like to upgrade, please contact the vendor directly or visit the vendors' web site for technical support.
Once you have signed in to RCU eBranch, you have begun an "active session." If you walk away during the course of an active session, someone else can use your computer to perform transactions involving your accounts. It is similar to walking away from an ATM while your card is still in the machine.

For your security, RCU eBranch will automatically end your active session if there is no activity on your session for 15 minutes. However, to eliminate any exposure, it is always better for you to end the active session by selecting "Sign Off".
To add an account to be displayed on RCU eBranch, some information needs to be verified with RCU Member Service. Please contact RCU Member Service by calling 1-800-341-9911 to get an account added to your RCU eBranch.
Posted transactions to your account are tracked by the system from the point of enrolling or adding the account. So, as time goes by, transactions will begin to show in your register. If you have had transactions in your register in the past, and they are no longer showing, send a message to RCU Member Service via your Mail Box within eBranch, and the matter will be researched.
Some computer systems come with PDF Reader software preloaded, but if yours does not, there are many choices available. One option for Windows users is Adobe® Reader®. Please visit the Adobe® Reader® website for download instructions.
Yes, to use eBranch you must agree to the eBranch terms and conditions which include providing an email address and keeping it up-to-date on eBranch.

The benefits of providing an email address and keeping it up-to-date are:
  • Enhanced Security: when your password is changed, you will receive a confirmation email to your main contact email address.
  • Convenience: you can have a temporary password emailed to you if you forget it. To setup this feature, just go to the Options page and enter a Secret Question/Phrase and Response.
  • Notification: your eCommunication notifications will be emailed to your main contact email address. Keep your email address up-to-date to ensure timely notification.

To make keeping your email address up-to-date even easier for you, RCU will periodically prompt you to review your email address and give you the opportunity to confirm or update it at that time. Email addresses can also be updated anytime on the Options page within eBranch.
Your Internet Service Provider (ISP) likely provided you with an email address when you setup your internet access. If you do not remember that email address, contact your Internet Service Provider to learn how to access that email account.

Another way to get an email address is to set one up at one of the trusted free email providers like Gmail, Outlook.com, or Yahoo!.
If you are able to view other areas of our website, but are unable to access RCU eBranch, it may indicate that you are having a browser or PC issue. Refer to the requirements for using RCU eBranch to make sure the browser you are using is supported. Using other browsers may prevent access to RCU eBranch.

If you are sure that you have a supported browser, here are three very common reasons that you may not be able to Sign On to eBranch.

  1. Your browser may not be configured to accept cookies. RCU eBranch uses cookies to verify your identity after signing in. If you've disabled cookies from within your browser, or are running third-party software that blocks cookies, you may receive an "ALERT" screen stating that you have performed an illegal activity. To fix this, change the settings on your browser or other software to accept cookies.

    Here are links to information about cookies in various versions of Internet Explorer:

    Here are links to information about cookies in other web browsers:

    For instructions on how to add a cookie exception to your third party cookie blocking software, please see the product's documentation or contact the product's customer support.

  2. If using Internet Explorer, security settings may be set too high. It is recommended that you use the default setting Microsoft recommends, which is Medium-High.
    Here are links to information about changing your security settings in various versions of Internet Explorer:

  3. Some third party program may be blocking/trying to access the cookies. For your protection, eBranch does not allow programs other than your web browser to access the cookies that it needs to operate. If another program tries to access the eBranch cookies while you are using eBranch, you may be automatically Signed-Off. This is to protect your eBranch information from malware programs (Spyware, Adware, Viruses, etc.).
If you still cannot Sign-On to eBranch after trying everything in these steps, please consider checking your computer for Malware programs. You can do so by using various computer security software packages, or getting help from your local computer professionals. If problem software is found, RCU recommends not using that computer to access eBranch until the problem is resolved and the computer has a clean bill of health.
You may have inadvertently entered your sign-on ID, password, or Passfaces incorrectly. Make sure you are using the correct password and Passfaces, and then select Sign-On from the menu above to try again.

If you cannot remember your password, click on the link provided to you in the message on that page. You will then need to enter your sign-on ID. Your secret question/phrase will be displayed and you will be prompted to enter your response. If your response matches what is stored, your password will be reset and the temporary password will be emailed to your email address on record. If you share this email address with another person(s), please make the other person(s) aware that you made this request.

If you have forgotten your Passfaces or if you need further assistance, please call RCU Member Service at 1-800-341-9911, or stop into any RCU office.


If you see this message every time you log on to eBranch, over multiple days, you may be experiencing an issue with your eBranch setup, which Member Service can correct for you. Please contact Member Service at member_services@rcu.org, call 1-800-341-9911 or send a message to Member Service via your Mail Box within eBranch.
eBranch will occasionally use a new window to show content, for example when you visit ePay, view an eStatement, or look at your Visa Credit Card statement. This is normal behavior, but sometimes your browser’s pop-up blocker will incorrectly flag this as pop-up advertising and block it. For more information on dealing with pop-up blocker issues, and instructions to add web sites to the exception list, please see the following links.

Here are links to information about changing your security settings, including pop-up settings, in various versions of Internet Explorer:

Mozilla Firefox Pop-Up Blocker Information

Google Chrome Pop-Up Blocker Information

Yes. RCU Mobile is a mobile version of our website that allows you to securely access your RCU account information and other services. All you need is a mobile device with an internet connection. Simply enter www.rcu.org into the browser. To gain access to your account information, you must be enrolled in RCU eBranch. Sign-On using your eBranch Sign-on ID, Passfaces, and password. You can use RCU Mobile from any internet-enabled mobile device.

RCU Mobile includes the following services:
  • Account Balances
  • Account History
  • Transfers
  • Pay Bills with ePay
  • Find the nearest RCU office and ATM location

To view more frequently asked questions, click here.

If you prefer to use full eBranch on your mobile device, from RCU Mobile, click on the "View Full eBranch" link. If you experience issues using full eBranch on your mobile device, see question "Will the web browser on my mobile phone or mobile device work to access the full RCU eBranch website?" for help.
RCU eBranch will automatically sign you out if you have remained idle for a period of time. This is done in case you have forgotten to sign-off of the system. If you are idle on a particular page for a while, the system may interpret this to mean that you have left the system and will subsequently sign you off. When you then request your next page, you will be presented with the ALERT screen and you will need to sign back on again.

If you have not been idle for any period of time and you receive the ALERT screen, this may be caused by your browser's cookie configuration. To find out more about cookies, click here.
The most likely reason for this problem is that the date is set incorrectly on your computer. Please change the date on your computer to the current date. Most computers are able to get the date automatically from the Internet. You may want to check to see if this is set for your operating system.

If your computer's date is correct and you are still getting a Security Certificate error, please go to www.rcu.org and navigate to eBranch to ensure that you are at the correct site. If after this, the issue is not resolved, please contact RCU Member Service at member_services@rcu.org, call 1-800-341-9911, or send a message to Member Service via your Mail Box within eBranch.
This is a broad question that has many possible solutions. Below are the most frequent ways to address this problem.

First let’s start with gaining access to eBranch from your mobile device:
When you access www.rcu.org on your mobile device, you will have access to RCU Mobile, the mobile version of our website. From here you can select “eBranch Sign-on” to access the mobile version of eBranch that is formatted to work efficiently on your mobile device. If you prefer to use the full eBranch website, you can click on the “View Full eBranch” link.
  1. If you cannot see eBranch at all, verify that you can get to other websites. If you cannot, then your connection to the Internet, your Internet Service Provider or the Internet is experiencing problems at this time. You should try again later.
  2. Verify that you know your Sign-On ID and password and that you are typing it correctly.
  3. Verify that you know your Passfaces.
  4. Verify that you have not knowingly or accidentally loaded spyware, adware, or browser add-on software that is interfering with the correct functioning of eBranch on your mobile device.
  5. If you are using the full eBranch website, review the FAQ "Will the web browser on my mobile phone or mobile device work to access the full RCU eBranch website?"
  6. Many issues that occur are not specific to mobile devices, so be sure to read through the other eBranch FAQ's (frequently asked questions) to see if they help you to a resolution.
  7. If you have not found an answer to your problem, contact RCU Member Service by email at member_services@rcu.org or by phone at 1-800-341-9911. Please provide your browser, browser version and operating system information as well as the details of your problem.
    To find your browser and operating system, use this link: www.useragentstring.com.
This is a broad question that has many possible solutions. Below are the most frequent ways to address this problem.
  1. If you cannot see eBranch at all, verify that you can get to other websites. If you cannot, then your connection to the Internet, your Internet Service Provider or the Internet is experiencing problems at this time. You should try again later.
  2. Verify that your browser and operating system are supported for use with eBranch. See "Exactly what equipment and software do I need to access RCU eBranch?" for detailed information on eBranch requirements for your computer, and "Will the web browser on my mobile phone or mobile device work to access the full RCU eBranch website?" for detailed information on eBranch requirements for your mobile phone or mobile device.
  3. Verify that you know your Sign-On ID and password and that you are typing it correctly.
  4. Verify that you know your Passfaces.
  5. Verify that you have not knowingly or accidentally loaded spyware, adware, or browser add-on software that is interfering with the correct functioning of eBranch on your mobile device.
  6. Read through the other eBranch FAQ's (frequently asked questions) to see if they help you to a resolution.
  7. If you have not found an answer to your problem, contact RCU Member Service by email at member_services@rcu.org or by phone at 1-800-341-9911. Please provide your browser, browser version and operating system information as well as the details of your problem.
    To find your browser and operating system, use this link: www.useragentstring.com.
If you are using a tablet device and are directed to RCU Mobile, please click on the "View Full eBranch" or "View Full Website" links to use the full eBranch or the full RCU website. RCU is continuously improving our mobile technology, so we are interested to know if this happens to you. If it does, please email RCU Member Service at member_services@rcu.org with the Name/Model of your tablet device so we can continue to build our list of tablet devices that should automatically see RCU's full websites.
Yes. We use 128-bit encryption: Secure Socket Layer 3.0 (SSL) for all communications. This is currently the highest level of security available for Internet transactions.
No. Your online account information is available through access methods that have been rigorously tested for security accessibility. The information is not public. Only you can access it using your sign-on ID, password, and Passfaces.

You can help safeguard your information by protecting your sign-on ID, password, and Passfaces. A proper combination of your sign-on ID, password, and Passfaces is the only way to get access into your account. Please be careful to keep this information secure, and be sure to signoff when you are done with your session.
Passfaces is an authentication system that takes advantage of the brain's natural ability to easily recognize faces. It reduces the risks of both fraud and identity theft associated with online banking activity.

Passfaces does not require any additional hardware or software. Once you have enrolled in Passfaces, you can continue to access eBranch on any system that has Internet access.

Passfaces is used in addition to your sign-on ID and password as another layer of security. Faces are used instead of letters and numbers as an access code. New users sign up for Passfaces and are assigned three unique face images. Users complete an enrollment process to get to know their Passfaces. During sign-on, users pick each of their assigned Passfaces from individual 3 by 3 grids and verify that the Passfaces are theirs before entering their password.

Enrollment is a One Time event that assigns your Passfaces and takes you through a process that helps you recognize and remember your Passfaces. The entire process typically takes 3-5 minutes. After enrollment, sign-on is completed in seconds.

To learn more about Passfaces, please try one of our Passfaces Tours.
The benefits of Passfaces over other security solutions make it a clear choice to meet the goals of strengthening security on eBranch while minimizing Member inconvenience.
  • Easy to Remember. The Passfaces solution takes advantage of your innate ability to easily remember faces.
  • Hard to write down, share with others, or be stolen like a traditional password.
  • Not a hard device that can be lost, stolen, or left at home.
  • You can use Passfaces anywhere that you have a connection to the internet. This security solution is not tied to your PC.
  • It would be very difficult for a phishing site (someone pretending to be RCU and trying to gather your personal information) to learn your faces.
  • Adding Passfaces to the security of your sign-on ID and password adds another layer of security to make it even more difficult for anyone but YOU to gain access to your eBranch information.
  • Passfaces helps you know that you are reaching RCU's website, and not a phishing site, while also allowing RCU to further verify your identity.

To learn more about Passfaces, please try one of our Passfaces Tours.
When you sign on to eBranch, you will be prompted to go through a step-by-step process to enroll in Passfaces.

Enrollment is a One Time event that assigns your Passfaces and takes you through a process that helps you recognize and remember your Passfaces. The entire process typically takes 3-5 minutes. After enrollment, sign-on is completed in seconds.

While you initially have the option to enroll at a later time, there is a deadline for enrollment. Please enroll as soon as possible to take advantage of the increased security.

To learn more about Passfaces, please try one of our Passfaces Tours.
In the Passfaces enrollment process, you are given the option to enroll now or enroll later. The primary reason for allowing you to enroll later is to assure that you have the time to go through the enrollment process without distraction. Enrollment will take 3 to 5 minutes.

While you have the option to enroll at a later time, there is a deadline for enrollment. Please enroll as soon as possible to take advantage of the increased security, and make sure you take the time to go through the entire process.
No, Passfaces are assigned randomly by the eBranch system as another method of added security. RCU has chosen to provide you with random faces to increase security and reduce the possibility of someone guessing your Passfaces.
You should do everything you can to remember your Passfaces, including ensuring ample time when enrolling. If you do forget your Passfaces or you become locked out of eBranch, please call RCU Member Service at 1-800-341-9911 or stop into any RCU office, and they will assist you.
Use these tips to help with remembering your faces:
  • Think about what characteristics make each of your faces unique.
  • Try to think about someone each of your assigned faces reminds you of.
  • Take appropriate time during the enrollment process to really concentrate on your faces.

Please ask for help if you continue to struggle with Passfaces. You may contact RCU by stopping in at any RCU office or by calling RCU Member Service at 1-800-341-9911.
If you feel that your Passfaces have been compromised, contact RCU to be assigned new Passfaces. You may contact RCU by stopping in at any RCU office or by calling RCU Member Service at 715-833-8111 or 1-800-341-9911.
Some of the features within eBranch carry a higher risk to you. RCU has chosen to go one step further and secure these higher risk functions of eBranch by requiring you to authenticate again with Passfaces.
Take note of your surroundings and prevent others from seeing you enter your password or Passfaces.

If you are concerned about someone observing the choices you make when you use your mouse to click on your Passfaces, you have another option. You can use the numeric keypad on your keyboard, or the "QWE, ASD, ZXC" keys (great for laptops!) instead of clicking on your Passfaces with your mouse. It's easy! Use the pictures below as an example.

The Passfaces images are arranged in a 3 × 3 grid just like your numeric keypad arranges the numbers from 1 to 9 in 3 rows of 3 numbers. The "QWE, ASD, ZXC" are arranged in the same way.

You can enter the number on the numeric keypad or keyboard that is in the same position as the Passface that you want to select. To pick the Passface in this illustration, you would press the number 6 on your numeric keypad or the letter D on the keyboard.

To reduce the risk of other methods of spying on your password entry, use firewalls, anti-spyware, and anti-virus software to protect your home computer and keep them up-to-date.
Cookies are small text files on your system, used for keeping track of settings or data for a particular Web site. Because the servers that receive your requests for Web pages have no way of knowing specifically who is making a request, they have no way of storing settings for specific users or changing the page they send based on choices a user has made on another page. Cookies solve this problem by saving settings on your (the user's) system. When your browser requests a page, it sends the settings that apply to that page along with the request. Because your browser will send back only the settings to the server that originally created them, cookies are a very secure way of maintaining data that is specific to a particular user.

Cookies can be temporary or permanent. Your browser keeps track of temporary cookies as long as it is running, but deletes them when it is shut down. Temporary cookies are used to pass information between Web pages during a single visit. (RCU eBranch uses this method.)

Your browser saves permanent cookies as tiny files on your system to maintain settings or data between multiple visits. "Permanent" cookies are actually set to expire at some time in the future (commonly between 30 days and a year from their creation date), and are automatically deleted from your system at that time.

Cookies are currently the only way to save personal choices between visits to a Web page without having to log on each time you come to the page.

Cookie Concerns

Although disabling cookies for your browser is an option, it's intended for a small minority of people with extreme security or privacy concerns. If you choose it, you give up a lot of convenience in exchange for a small amount of perceived privacy.

For example, with or without cookies, it is currently possible for the creators of a Web site you visit to keep track of such things as the following:

  • The address of the page that contained the link that brought you to their site
  • All the pages you visit on their site
  • Choices you made on forms on their site
  • What browser you are using
  • Add-ons you might have added to your browser
  • The operating system you are using
  • The time that your system clock is set to, and the time zone
  • The absolute address (IP address) of the server that connects you to the Internet

The only thing cookies add is the ability to keep track of this type of information over multiple visits, thereby allowing the creators of the Web site to build a more precise profile of a particular visitor's preferences.

But the creators of a Web site do not have access to personal information such as your name or your email address unless you specifically give it to them. Therefore they have no way of matching any data they might have gathered with a specific user.

The only information available to a Web site that comes close to identifying you specifically is the IP address, but most Internet servers provide connections for multiple users, and each user is usually assigned a new IP address randomly each time they log on.
Yes. Until you confirm your transfer request, you can modify or cancel your funds transfer request. However, after you've completed a funds transfer transaction, you cannot stop the transfer from occurring. At that point, if you change your mind about the amount you wanted to transfer, simply make a new transfer to move the funds between the appropriate accounts.
In order for the balance information to update, you will need to log off and sign back onto RCU eBranch to refresh the balances. However, you can look at the history of the loan to verify that the payment has been made prior to signing off.
All loan payments must be made by the close of business (8:00 pm) on the day it is due. If you make the payment after 8:00 pm, the payment may not show on your account until the next day and you may receive a late charge. An easy way to remember to make your loan payment(s) on time is to set up a Scheduled Transfer. That way the payment will be made in the morning on the day it is due and you will not receive any late charges.
In the unlikely case that RCU eBranch and all of our back up systems were to go down, you can be comfortable knowing that any transaction for which you had already processed, prior to the system going down, will go through. If you were in the middle of a transaction and there is some question as to whether the system has received the request, check the Register page when you are able to sign on to eBranch again. You may send a message to RCU Member Service by using the Mail Box function within eBranch, by emailing your question to member_services@rcu.org, or calling RCU Member Service at 1-800-341-9911.
You have the option to reconcile transactions on your Checking Account and Money Market Account by marking a checkbox next to each transaction on the Register page. Once you mark the transaction and save it, the information is stored and will display next time you log on. This is a great balancing tool!
  1. For optimum performance of our system, RCU retains history on the Register page for a limited number of days. For information further back, please use the Research function on the Register page.
  2. If your accounts have a large number of transactions and you would like to increase performance, you may want to further limit the number of days that you can see on your Register page. To do this, go to the Options page and decrease the number of History Days.
Please contact RCU Member Service via your Mail Box within eBranch, or call 1-800-341-9911 if you need a copy of this check.
If there is a transaction in your register that you don't recall making or creating, send a message specifying the transaction information to RCU Member Service via your Mail Box within eBranch, or call 1-800-341-9911 and the issue will be researched.
  1. If your paper check was converted to an electronic check directly from the merchant, this clears your account immediately and RCU does not receive the paper check for imaging.
  2. It may take one to two business days for your check image to appear on eBranch.
  3. The check may have cleared your account with the wrong information. Please contact RCU Member Service via your Mail Box within eBranch, or call 1-800-341-9911 if you need a copy of this check.
  4. The RCU check imaging system may be currently unavailable. Please check back shortly or contact RCU Member Service via your Mail Box within eBranch, or call 1-800-341-9911.
RCU recommends you use black or blue ink when writing checks. Use of other writing utensils, such as gel pens or pencils, will result in a poor image.
Your Checking account had non-sufficient funds and your check was returned to RCU and stamped with NSF. RCU then returned this check to the merchant, who may have tried to redeposit your check. Your check cleared the second time; however you will see the initial NSF stamp on the check image.
For a printer friendly version of the check image, click on your check image. You will see your check image enlarged and on a page of its own. Use your browser's print option to print this enlarged check image.
From the Accounts page within Consumer eBranch or the Balances page within Business eBranch, click on your credit card account. Your Credit Card Account Access page will display. Select Statements from the top menu, and then select the View Statements sub-menu option.
For one time payments or fixed recurring payments from an RCU account, please use the Transfer Funds feature on eBranch.

If you are paying from another financial institution or want to schedule recurring amount due or minimum amount due payments from an RCU account or from another financial institution, click on your credit card account on the Consumer eBranch Accounts page or the Business eBranch Balances page. Your credit card account access page will display. Then select "Make a Payment" from the top menu.
Payments scheduled through your credit card account access must be submitted by 4:00 p.m. CST in order for your payment to be posted to your credit card account with today's date. Payments made using the eBranch Transfer Funds feature must be completed by 5:00 p.m. CST Sunday through Friday (except Holidays) to be posted with today's date. Although your payment will be credited to your account today, you should allow at least three business days before the payment is reflected in your available credit. If your payment is not received by the due date on your statement, the account will be subject to the fees and finance charges as described in your Cardholder Agreement.
Yes, you can protect your confidential credit card information by choosing to discontinue paper statements.

For your Platinum Rewards Visa account:

To Discontinue Receiving Paper Statements:
  1. From RCU eBranch, select your credit card account
  2. Select "Statements" from the top menu
  3. Select "Delivery Options"
  4. Choose "Paperless" to discontinue receiving paper statements
You can return to paper statements by following the same process and selecting "Mail".

For your Commercial Rewards Visa account:

To Discontinue Receiving Paper Statements:
  1. Call RCU Business Services, 1-800-341-9911 ext. 3040
  2. A Business Services Representative will set the option to discontinue paper statements per your request.
You can return to paper statements by following the same process.

When you indicate you do not wish to receive paper statements, you will automatically receive a monthly email reminder when your Visa Statement is available online.
RCU considers your credit card to be completely separate from your typical savings and checking accounts. To be able to view your charges from your RCU Visa, you'll need to click on that specific account on the Accounts page for Consumer eBranch or the Balances page for Business eBranch. From there, you will be linked directly to your credit card information.
To access your Visa Statement,
  1. From RCU eBranch, select your credit card account
  2. Select "Statements" from the top menu
  3. Select "View Statements"

If you are presented with an error message, please read the message carefully and take appropriate action. If Visa Statements are currently unavailable, please try again later.

When you select "View Statements," your credit card statements will display in a new window. Some pop-up blockers will block the opening of this new window.

Most of today's internet browsers have a built-in pop-up blocker which prevents RCU eBranch from displaying the credit card statements in a new window. You may need to add the credit card statement site to your pop-up blocker settings to see your Visa Statement. That web address is https://www.ezcardinfo.com

See the Pop-up blocker FAQ for more information on how to allow pop-ups for a website.
There are no monthly or per payment transaction fees for using RCU ePay. Please see the ePay Terms and Conditions disclosure for more details.
To enroll in ePay, you must first be enrolled in eBranch. Once you are enrolled in eBranch simply click on ePay from the menu bar, add payees, and set up your payments.
Online bill payment is recommended by security experts as one of the safest ways to pay your bills. According to research conducted by Javelin Strategy and Research, using the Internet for banking and paying bills actually reduces the threat of identity theft and banking fraud. ePay has multiple layers of security to ensure that you are protected.
With ePay, you can pay virtually anyone with a current address within the United States.
Payments are sent two ways: electronic payment and paper check. On average, electronic payments are sent to more than 70 percent of payees. For payees who can only accept checks, your account is debited electronically and an authorized paper check is issued on your behalf.
For payments you are making to individuals you can set up an electronic payment or have a check sent. For payments to a business, RCU ePay processes all payments possible through electronic transfers. When an electronic transfer is not possible, a paper check is sent and mailed through the U.S. Postal Service.
Your payment will be processed on the date you provide, except on weekends and Federal holidays. Transfers are processed at 3:00 PM Central Time Monday - Friday except on Federal holidays. If you enter a payment prior to the Payment Processing Date, the payment will be processed ON the Payment Processing Date entered. If you enter a payment after 3:00 PM on the same day as the Payment Processing Date, the check will be processed on the NEXT WEEK DAY (excluding Federal holidays). Payments scheduled to occur on weekends or Federal holidays will process before or after the pay date per your specifications.

We recommend you submit payment requests using the estimated arrival date feature within ePay to choose your pay date. This feature will take into account the method in which the payment will be sent (check, electronic transfer, etc.). This ensures there is sufficient lead time to process your payment and get it to the payee by the due date.
No. You need to allow time for the payment to reach your payee. We recommend you submit payment requests using the estimated arrival date feature within ePay to choose your pay date. This feature will take into account the method in which the payment will be sent (check, electronic transfer, etc.). This ensures there is sufficient lead time to process your payment and get it to the payee by the due date.

Payments scheduled to occur on weekends or Federal holidays will process prior to the pay date or after the pay date per your specifications. The ePay cutoff time to enter payments for the current date is 3:00 PM Central Time.
Electronic funds transfers happen quickly, but not immediately. It may take several days for the payment to be received and processed by the payee. We recommend you submit payment requests using the estimated arrival date feature within ePay.
Please allow a few days for your payee to process your payment. If your payee has not posted the payment to your account after a few days, verify that the address for the payee is correct. Contact the payee to determine if the payment has been received. If it has not, contact ePay support at 1-866-579-7498 for options. ePay support representatives are available from 6:30 a.m. to 1:00 a.m. Central Time, Monday through Friday.
With each bill payment, you are given a confirmation number. This confirmation number indicates that we have received it and is used for tracking payments if a problem occurs.

Cleared payments and transfers also appear on your Register screen in eBranch. If you see an X near the end of the account information, the transfer or bill payment has posted against your account.

Your monthly statement from your payee should also indicate the date and amount of the payment.
Due to government regulations, you must have the funds for any RCU ePay payment come from your checking account.
Yes, you can set a default ePay payment account number.
  1. Within ePay, go to the Options menu and select Pay From Accounts.
  2. Click on View Accounts.
  3. Choose Active Account.
  4. Select the account you want to set as your Default Pay From account.
  5. Click Submit Changes. The default account number is now set and can be verified by checking the Payments page.
Funds will be debited from your RCU account as early as the morning after the pay date on your ePay payment. Always make sure that there is enough money in the account when the payment is processed on RCU ePay.

Example: If you schedule an ePay payment prior to 3:00 PM Central Time with a pay date of Monday, then the funds will be debited from your account on Tuesday morning.

Please note that ePay payments are processed on week days, excluding Federal holidays.
If your account has sufficient overdraft protection to cover the payment, we'll draw against that. If funds are not available in your account at this time, a Non-Sufficient Funds (NSF), Courtesy Pay, or Uncollected Funds charge will be deducted from your account.
You can sign up for RCU ePay anytime you want. Just click on the ePay menu, you will then be presented the opportunity to enroll. Simply acknowledge your desire to enroll, and you can immediately start using the service.
Read the ePay FAQ's to see if they answer your questions. If you are still in need of help, you may contact ePay support representatives at 1-866-579-7498 from 6:30 a.m. to 1:00 p.m. Central Time, Monday through Friday.
eAlerts are electronic messages that allow RCU to communicate account information or reminders to eBranch users through email, text messaging, or your Mailbox within eBranch. They are triggered by conditions you select; for example a check number clearing your account, a direct deposit credit, and more!
Once set up, eAlerts allow you to keep closer watch on your accounts with no extra effort. Messages are sent automatically when conditions you have selected are met. Benefits of eAlerts include:
  • Increased security - for example, you can request an eAlert if your account balance reaches a threshold you specify
  • More convenience - select your conditions and you'll automatically be updated on the specific financial activity you set up
RCU provides eAlerts free through eBranch. You need to be an authorized eBranch user to use this service. If you select to receive eAlerts via email or text messaging, you will be responsible for any fees related to Internet, email, or text messaging use and/or availability through your service provider(s).
eAlerts are set up from the Options page within eBranch. You can find the link to the Options page within eBranch in the upper right hand corner of the page.

From the Options page you will specify your email address(es), how you want to receive your eAlerts, what eAlerts you want to receive, and the conditions for your personal and financial eAlerts.
Personal eAlerts let you create a short reminder message and specify the date you wish to receive the message.

Use these eAlerts as convenient reminders of any dates that matter to you such as due dates, appointments, special events, birthdays, and anniversaries. For example, set up a personal eAlert in advance of your monthly loan payment and include the actual due date and standard loan payment amount. You can also make this a recurring message.

Personal eAlerts are another convenient way to help you manage your financial accounts and your life.
System eAlerts are triggered by events related to your RCU eBranch sign-on. For example, system eAlerts include first time sign-on and sign-on inactivity.
Your eAlerts offer automatic notification. You don't need to wait for a monthly statement or call or visit RCU. Messages related to account activity will be automatically sent when eBranch receives the financial information. Generally, this will be early morning each day, and whenever you sign-on to eBranch. Messages not related to account activity will be sent at 11:00 a.m. Examples include personal eAlerts, notice of inactivity, or marketing messages.
Business eBranch users -
Please contact the RCU Business Department at Business.eBranch@rcu.org or 715-552-3001 to discuss available options for receiving eAlerts as text messages.

Consumer eBranch users -
Within the Options page of eBranch, in the "work email address" field, you will enter your cell phone information in the format shown below. Then, specify that your eAlerts go to your "work email address."

Here are email addresses for common cell phone carriers. If you have a different carrier, contact them directly to see if they support this feature.

AT&T:phonenumber@txt.att.net
Nextel:phonenumber@messaging.nextel.com
Sprint:phonenumber@messaging.sprintpcs.com
T-Mobile:phonenumber@tmomail.net
Verizon:phonenumber@vtext.com

Example: With Verizon, 7152223333@vtext.com where 7152223333 is your phone number including area code

Notice: Depending on your contract, charges may apply for each text message sent to your phone. You are responsible for any text messaging charges you may incur related to eAlerts.
For Financial eAlerts, you can specify transaction alerts for:
Check Check transactions include paper checks that you write, ePay checks sent from eBranch, and checks that are turned into electronic checks.

The eAlert will be triggered when the check transaction occurs at RCU. The check may clear or reject.
ATM ATM transactions consist of deposit and withdrawal transactions at an automated teller machine.
Check Card Check card transactions are transactions where you use your check card as payment.
Electronic Electronic funds transactions include transactions such as the automated direct deposit from your employer or an automated electronic payment you authorized to your insurance carrier.
At any time, you can navigate to the Options page to modify your eAlert settings.

To remove a specific financial or personal eAlert, click on the personal or financial eAlert link, and then click on the delete link to the right of the specific eAlert you want to remove.
You can sign up for eCommunications and eStatements by visiting the Accounts page of Consumer eBranch and the Balances page of Business eBranch and clicking the button that says "eCommunications & eStatements." Read through the disclosures and agree to the terms in order to receive eStatements, eTax Statements, Annual disclosures and more!
eCommunications are RCU forms (or communications) sent to you electronically rather than through the mail. These include (but are not limited to) eStatements, eTax Statements, and Annual Disclosures.

Please ensure that you are receiving all eCommunications by keeping your email address current on eBranch.

As additional communications are made available, they will be sent to you electronically.
eCommunications will be sent out based on the timeframe of the communication. For instance:
  • Account statements will be sent by the 5th business day of the statement cycle.
  • For Wisconsin mortgages with escrow, Escrow Account Statements will be sent before March 1st each year.
  • For Minnesota mortgages with escrow, Escrow Account Statements will be sent before April 1st each year.
  • eTax Statements will be sent by the date specified in IRS regulations.
  • Other notices are sent dependent on an event.
eCommunication documents will be retained for you for up to three years.
If you believe you have received an eCommunication in error, please call RCU Member Service at 1-800-341-9911 or email member_services@rcu.org.
You can view your eStatements by clicking on the "eCommunications & eStatements" button. On the "View eCommunications" page be sure the eStatements tab on the left is selected. If you enroll for eStatements mid-month or mid-quarter (depending on your statement cycle), you will need to wait until your next statement is generated before viewing your statement. Also, to view your Account Statements, you must be able to view your Primary Savings Account. If you did remove this account from view, or if you have further questions, please send a message stating your issue to RCU Member Service via your Mail Box within eBranch or call 1-800-341-9911. You can also send us an email at member_services@rcu.org.

When you click on a specific eStatement, your eStatement PDF document will display in a new window. Some pop-up blockers will block the opening of this new window.

Most of today's internet browsers have a built-in pop-up blocker which prevents RCU eBranch from displaying the eStatement in a new window. You may need to add RCU eBranch to your pop-up blocker settings to see your eStatement window.

See the Pop-up blocker FAQ for more information on how to allow pop-ups for a website.
Currently your monthly or quarterly account statement and your escrow account statement can be delivered through eStatements.
eTax Statements is a service that RCU offers to eBranch users to be able to view and print several of your tax forms online. When you agree to eCommunications, you agree to receive RCU tax statements in electronic form. Once accepted, you will be able to find your tax statements within eBranch by going to the eCommunications & eStatements page. This will suppress the printing of your future RCU Tax Statements.
Log on to eBranch. For Consumer eBranch on the Accounts page and for Business eBranch on the Balances page, click on the "eCommunication & eStatements" button. On the View eCommunications page, select eTax statements from the menu on the left. Available statements will be displayed.

When you click on a specific eTax Statement, your eTax Statement PDF document will display in a new window. Most of today's internet browsers have a built-in pop-up blocker, which may prevent the new window with your eTax Statement from displaying. You may need to add RCU eBranch (e-branch.rcu.org) to your pop-up blocker settings in order to remedy this.

See the Pop-up blocker FAQ for more information on how to allow pop-ups for a website.
Forms 1099-INT, 1099-R, 1099-SA, 1098, 5498, and 5498-SA can be delivered through eTax Statements.
Tax forms 1099 and 1098 are mailed by January 31 each year. RCU also offers a service to be able to view and print several of your tax forms online. Sign up for this service by agreeing to the terms of RCU eCommunications and eStatements. If you earned less than $10 in interest on your accounts in a tax year you will not receive an interest reporting tax statement for that tax year.

IRS tax forms 5498 are mailed by May 31 each year.
If you earned less than $10 in interest on your accounts in a tax year you will not receive an interest reporting tax statement for that tax year.

The address we have on file for you may be different than your current address. To verify the address we have for you, please click on the Options link, which is found in the upper right corner of each eBranch page.
Log onto eBranch. For Consumer eBranch on the Accounts page and for Business eBranch on the Balances page, click "Detail" next to the account that you want to work with.

  • Prior to January, look at Interest Paid YTD
  • Beginning in January, look at Interest Paid Last Year

RCU also offers a service to be able to view and print several of your tax forms online. Sign up for this service by agreeing to the terms of RCU eCommunications and eStatements.
RCU's routing number is 291880411. You can find your RCU account number on eBranch. Account numbers can be found by clicking on the detail link to the left of your account on the Accounts page for consumer eBranch and on the Balances page for Business eBranch.
If you were listed as POD (Payable on Death) for an RCU account, the beneficiary interest for the portion of funds you received after the date of death would have been added.
Yes. RCU Mobile is a mobile version of our website that allows you to securely access your RCU account information and other services. All you need is a mobile device with an internet connection. Simply enter www.rcu.org into the browser. To gain access to your account information, you must be enrolled in RCU eBranch. Sign-On using your eBranch Sign-on ID, Passfaces, and password. You can use RCU Mobile from any internet-enabled mobile device.

RCU Mobile includes the following services:
  • Account Balances
  • Account History
  • Transfers
  • Pay Bills with ePay
  • Find the nearest RCU office and ATM location

To view more frequently asked questions, click here.

If you prefer to use full eBranch on your mobile device, from RCU Mobile, click on the "View Full eBranch" link. If you experience issues using full eBranch on your mobile device, see question "Will the web browser on my mobile phone or mobile device work to access the full RCU eBranch website?" for help.
Yes, RCU Text Messaging Access allows you to quickly request and receive your account balances and recent transaction history via your mobile device's SMS Text Message service using a short code and a set of commands. You must have eBranch access and register your phone in order to use this service.

To view more frequently asked questions about RCU Text Messaging Access, click here.
Yes. While RCU Mobile is optimized to give you the best experience on your mobile device, there may be times you need to use the full RCU website or full eBranch. For this reason we have placed links on the bottom of the RCU Mobile Home page to “View Full Website” and “View Full eBranch”.
Many mobile phones and mobile devices are capable of accessing the full RCU eBranch. Some are able to use their built-in web browser, but some require the download of a third party web browser. While RCU does not officially support the use of mobile phone web browsers on full eBranch, some Members have reported success using them. For your convenience, below is a list of mobile operating system and browser combinations that Members have reported using with success.

iPhone®, iPod touch®, and iPad®
  • Safari® Browser

Android™ Devices
  • Android Browser

Blackberry® smartphones
  • Blackberry browser 5.0+

Windows Phone®
  • Internet Explorer® Mobile

Important: Please do your own research before downloading any application to your mobile phone or mobile device to determine what is best for you. You are responsible for the security of your mobile phone or mobile device, as well as any mobile Internet access charges that you may incur while using RCU eBranch.
If you are using a tablet device and are directed to RCU Mobile, please click on the "View Full eBranch" or "View Full Website" links to use the full eBranch or the full RCU website. RCU is continuously improving our mobile technology, so we are interested to know if this happens to you. If it does, please email RCU Member Service at member_services@rcu.org with the Name/Model of your tablet device so we can continue to build our list of tablet devices that should automatically see RCU's full websites.
This is a broad question that has many possible solutions. Below are the most frequent ways to address this problem.

First let’s start with gaining access to eBranch from your mobile device:
When you access www.rcu.org on your mobile device, you will have access to RCU Mobile, the mobile version of our website. From here you can select “eBranch Sign-on” to access the mobile version of eBranch that is formatted to work efficiently on your mobile device. If you prefer to use the full eBranch website, you can click on the “View Full eBranch” link.
  1. If you cannot see eBranch at all, verify that you can get to other websites. If you cannot, then your connection to the Internet, your Internet Service Provider or the Internet is experiencing problems at this time. You should try again later.
  2. Verify that you know your Sign-On ID and password and that you are typing it correctly.
  3. Verify that you know your Passfaces.
  4. Verify that you have not knowingly or accidentally loaded spyware, adware, or browser add-on software that is interfering with the correct functioning of eBranch on your mobile device.
  5. If you are using the full eBranch website, review the FAQ "Will the web browser on my mobile phone or mobile device work to access the full RCU eBranch website?"
  6. Many issues that occur are not specific to mobile devices, so be sure to read through the other eBranch FAQ's (frequently asked questions) to see if they help you to a resolution.
  7. If you have not found an answer to your problem, contact RCU Member Service by email at member_services@rcu.org or by phone at 1-800-341-9911. Please provide your browser, browser version and operating system information as well as the details of your problem.
    To find your browser and operating system, use this link: www.useragentstring.com.
There are 3 ways to get the free RCU Mobile App for iPhone and iPod touch.
  • Visit RCU Mobile on the web with your iPhone or iPod touch at www.rcu.org, and click on the "Available on the App Store℠" button. The App Store will open, where you can download the free App.
  • Open the App Store on your iPhone or iPod touch and search for RCU. From there you will find a link to download the free App.
  • Visit the App Store from within iTunes® on your computer, and search for RCU to download the free App. If you don’t have iTunes, you can download it at itunes.apple.com.
There are 2 ways to get the free RCU Mobile Android application.
  • Visit RCU Mobile on the web with your Android device at www.rcu.org, and then click on the "Android App On Google Play" button. The Android Market will open, where you can download the free application.
  • Visit Google Play from your Android device. Search for RCU, and then download the free application.
You may send a message to RCU Member Service by using the Mail Box function within eBranch, by emailing your question to member_services@rcu.org or calling RCU Member Service at 1-800-341-9911.
You'll need to make sure you include the following information: Your name, a description of the problem, your operating system, your browser, and approximate date and time the problem occurred.

If you are unsure of your operating system or browser, you can find this information by visiting www.useragentstring.com.

iPad, iPhone, iPod touch, iTunes, Mac OS and Safari are trademarks of Apple Inc., registered in the U.S. and other countries. App Store is a service mark of Apple Inc.

Android and Chrome are trademarks of Google Inc.

Internet Explorer, Microsoft, Windows, Windows Mobile, and Windows Phone are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries.

Blackberry and related trademarks, names, and logos are the property of Research In Motion Limited and are registered and/or used in the U.S. and countries around the world.
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National Credit Union Administration, a US Government Agency.