Q: My password is not working and I can’t access my accounts on BayFedOnline. What do I do? |
A: If you have verified that you have entered your member number and password correctly and are still experiencing problems, you may visit any of our branches or call us at 831.479.6000 or 888.4BAYFED during regular business hours. |
Q: I think I'm locked out of BayFedOnline. When I enter my login information and press the submit button, nothing happens and I'm returned to the Sign On screen without explanation. What is causing this?
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Q: I just changed my password and the system logged me out. It asked me to log back in but it won’t let me. Why is this occurring and what can I do to fix it? |
A: You may be experiencing a simple issue with “cookie” settings in your web browser. If you are certain that your member number and password have been entered correctly and you are still unable to log in, make sure your browser isn't set to reject all cookies.
"Cookies" are a means by which web sites are able to store and retrieve information about you on your personal computer. While some forms of cookies may present a potential privacy risk, BayFedOnline uses a special kind of cookie, called a "session cookie," to verify your identity while you are logged in to the site. Session cookies are stored only in your computer's volatile memory (RAM) and are destroyed as soon as you log out of online banking. If BayFedOnline is unable to create these session cookies due to excessively restrictive browser settings, you will be unable to use the site. To ensure that your cookie settings will not interfere with the operation of the BayFedOnline service, please perform the following steps:
In Internet Explorer:
From the "Tools" menu, select "Internet Options." In the resulting dialog box, adjust the slider under "Settings" to one of the lower four settings ("Accept All Cookies," "Low," "Medium," or "Medium High"). The lowest two settings are not recommended. Press the "OK" button to save your settings, then close all browser windows and restart Internet Explorer before reloading BayFedOnline.
In Firefox:
From the "Tools" menu, select "Options." In the resulting dialog box, click on the "Privacy" icon, then select the "Cookies" tab. Make sure that the box labeled "Allow sites to set Cookies" is checked, as well as the boxes labeled "for the originating site only" and "unless I have removed cookies set by the site," directly below. Press the "OK" button to save your settings, then reload BayFedOnline.
In Safari:
From the application menu, select “Preferences.” In the resulting dialog box, click on the “Security” icon, then select “Only from sites you navigate to” under the label “Accept Cookies.” Close the dialog box to save your settings, then reload BayFedOnline. |
Q: Why can't I see all of my accounts on BayFedOnline? |
A: Your account needs to be added to BayFedOnline. If you are a signer on an account, you may add accounts using the “Add Account” button at the top of the “Accounts Summary” page. You will need to enter the eight digit account number, your name for that account, and the account type. Click “Continue” to complete this process. |
Q: Why can’t I access my Trust account on BayFedOnline? |
A: Trust accounts that are set up under a member’s social security number are viewed under the person’s member number whose social security number was used to set up the trust. Trust accounts that are set up under an employer’s identification number (EIN) will need to establish a Trustee to manage account access through BayFedOnline or BayPhone. This can be accomplished by visiting any of our branch locations or by calling us at 831.479.6000 or 888.4BAYFED during regular business hours. |
Q: How can I make it easier tell my accounts apart from one another? |
A: You may choose the “Edit Account” button on the “Account Summary Page” to rename all of your accounts. This will change your account names on BayFedOnline and our financial system. New account titles will not cross over into the BayPhone system or onto your account statements. |
Q: Why is my loan account or credit card showing as a negative balance? |
A: This is how loans are shown in our system because a loan balance is an amount that is owed and payments are made toward this balance. |
Q: I don’t want my joint user to be able to see all of my accounts. What can I do to prevent this? |
A: Your joint user or signer can set up their own ID and password, and then they will only be able to see the accounts that they have access to. Simply have your joint user visit any of our branches or call us at 831.479.6000 or 888.4BAYFED to set up their own ID and password. |
Q: I am a signer on an organization checking account, and I do not want to view it in my BayFedOnline account list. How can I change this? |
A: You may remove an account by clicking on the “Remove Account” button, located at the top of the “Accounts Summary” page. Simply select the account you wish to remove from viewing, and click “Continue.”
If you wish to add this account in the future, you would select the “Add Account” button at the top of the “Accounts Summary” page. You will need to enter the eight digit account number, your name for that account, and the account type. Click “Continue” to complete this process. |
| Q: How do I make payments to my credit card? |
A: First you will need to make sure your credit card account is available by scrolling down to the bottom of the “Account Summary” page. If you do not see your credit card account you will need to add that account to your BayFedOnline access by using the “Add Account” button at the top of the “Accounts Summary” page. You will need to enter the eight digit account number, your name for that account, and the account type. Click “Continue” to complete this process. You can make a payment to your credit card by clicking on the “Transfer Funds” button on the left-hand side of your screen. Here you can choose which account you will be transferring from and how much you would like to transfer. Please review the next question for more information about credit card payments using BayFedOnline. |
Q: I have just made a payment to my credit card. The amount has been deducted from my checking account, but has not been transferred onto the card. Where did it go? |
A: Transferred payments to your credit card will show in your account history of the account you are transferring from. If you made the transfer during business hours on a business day, your balance and transaction history for your credit card will not be updated until the following business day. If you made your transfer after business hours or on a non business day, your credit card balance and history will not be updated until the second business day following your transfer. |
Q: I’ve made a transfer to an account, but now the amount is showing up as "Pending.” What is this? |
A: A pending transaction is one that hasn’t been processed completely. You can either complete the transaction, edit it, or cancel it. |
Q: How does overdraft protection work? |
A: When we post transactions that trigger overdrafting, your checking account will become overdrawn by the dollar amount in excess of your available balance. The available balance in your designated overdraft account(s) will also be reduced by the amount that is in excess of the available amount in your checking account. When our nightly processing takes place, funds are transferred automatically from your designated overdraft accounts to clear up the negative balance. The overdraft fees are also posted to the accounts that were used for overdrafting to cover the item. If the overdraft is from your Visa Credit card, you will not see this activity on your credit card transaction history on BayFedOnline until the following business day. |
Q: How can I send a cashier’s check to myself? |
A: There is not an option to send a cashier’s check to yourself at this time on BayFedOnline. However, you can send a check to yourself through Bill Pay or BayPhone. |
Q: Why do you need my email address? |
A: Your email address is required for using our Bill Pay service as well as for important messages from your Credit Union, including password reminders. Rest assured, your email address will be used only to help us serve you, and will never be shared with third parties without your consent. |
Q: How can I modify my password? |
A: Select “Options” from the menu on the left side of BayFedOnline. You can change your password under “Personal Options.”
From the Options screen you may also specify a secret challenge/response phrase which will allow the system to verify your identity should you forget your password and need to be reminded. This should consist of a word or phrase to which only you would know the appropriate response (the “Secret Question/Phrase,” or challenge) and an associated word or phrase the system should expect in return (the “Response”). For example, you might select “What is my favorite color?” as a secret question, and enter in your response. Note that you will be expected to enter this exact word or phrase when challenged, so be sure that any punctuation or other formatting is easily remembered. (Also be sure that BayFedOnline has a current email address for you, as this is where your password reminder will be delivered.) |
| Q: What are email alerts and how do I set them up? |
A: You can set up financial email alerts to help you watch your accounts more closely. These alerts can be set up to notify you when certain types of transactions post to your account, or when your balance reaches a predetermined amount. You can use personal email alerts to send you a reminder email for anything you’d like to be reminded about. You can set up these personal alerts to remind you just one time, or they can be set up on a recurring basis. All email alerts can be accessed from BayFedOnline by clicking on the “Options” button on the left-hand side of your screen. You will see these financial and personal alerts in the section titled “Alert Controls”. If you have questions or would like assistance in setting up your email alerts, you may visit any of our branches or call us at 831.479.6000 or 888.4BAYFED during regular business hours. |
| Q: What are eStatements and how can I get signed up? |
A: eStatements are statements that are delivered to you via email rather than paper mail. When your statement is processed, we will send you an email letting you know your monthly statement is ready and can be viewed by logging into your account on BayFedOnline. Your eStatement will look identical to your paper statement and will include all the same information. You will no longer receive paper statements via regular postal mail. If you’d like to sign up for eStatements simply log into your account on BayFedOnline and click the “eStatements” button at the top of your screen. To stop paper statement delivery, an additional step is needed. Choose “Click here to stop receiving paper statements.” You will be presented with an agreement box. Choose the “Agree” button. If you have questions or would like assistance signing up for eStatements, you may visit any of our branches or call us at 831.479.6000 or 888.4BAYFED during regular business hours. |
| Q: How do I transfer money to another Credit Union member’s account? |
A: You can transfer money to other Credit Union member’s account from BayFedOnline by clicking on the “Cross-Member Xfer” button on the left-hand side of your screen. From here, you can click on the “Setup Account” button at the top of the screen to set up a new cross account. You will need the other member’s 8-digit account number and their last name. You can also choose a nickname for this cross account (ie: “Mary’s checking account” or “John’s car loan”) to help you differentiate these accounts from each other. Once you have completed adding the cross account, the system will bring you back to the Cross-Member Transfer screen. Select the dollar amount you wish to transfer, which account you would like to transfer funds from, and which cross account you would like to transfer to. For future transfers, you can click directly on the “Cross-Member Xfer” button on the left-hand side of your screen. |
