Q: I don’t know which member number to use for logging into BayFedOnline.

A: Early in January, all Bay Federal Credit Union members received a package of information about our Conversion. Included in this was a letter with your member number and all of your new account numbers. In some cases, we consolidated accounts under one member number if you had multiple member numbers. Please refer to your letter to find the correct member number to enter into the BayFedOnline system.

If you have questions, you may contact any of our branches or call us at 831.479.6000 or 888.4BAYFED during regular business hours.

Q: My password is not working. I can’t access my accounts on BayFedOnline.

A: Check to make sure that the member number that you are using is your consolidated member number (see above), and that respective password.

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 cookie 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: Where are my other accounts? I had multiple member numbers, and I am no longer able to access them through BayPhone or BayFedOnline.

A: Members who had multiple member numbers should take note that we have simplified the management of information under our new system by combining all of your accounts under one member number.  In some cases, we consolidated accounts under one member number if you had multiple member numbers. Please refer to the letter that accompanied your Conversion Handbook to locate the correct member number to enter into the BayFedOnline system.

If you have questions, you may contact any of our branches or call us at 831.479.6000 or 888.4BAYFED during regular business hours.

Q: I can’t access my Trust on BayFedOnline.

A: Trust accounts that are set up under a member’s social security number are now viewed under that member’s original member number rather than the Trust’s former member number. This is due to the consolidation of member account numbers.

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 contacting any of our branch locations or by calling us at 831.479.6000 or 888.4BAYFED during regular business hours.

Q: My organization account no longer is accessible through BayFedOnline.

A: If your organization would like to access accounts through BayFedOnline, please contact Kelly Langley, our Internal Audit Manager, at 831.477.8527.

Q: I have logged in, but now BayFedOnline wants me to change my password. Why is it doing this?

A: Among the enhanced security features of the new BayFedOnline is an updated set of password selection requirements to ensure the safety of your password-protected account information. If you are an existing user of BayFedOnline, the system will automatically prompt you to change your password to at least six alphanumeric characters upon your first log-in to the system.

Q: I just changed my password and the system logged me out. It’s asked me to log back in but it won’t let me.

A: This is most likely a simple issue with “cookie” settings in your web browser. If you are experiencing difficulty logging back in to BayFedOnline, 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 cookie 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 five settings ("Accept All Cookies," "Low," "Medium," "Medium High," or "High"). The lowest two settings are not recommended. Press the "OK" button to save your settings, then reload 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: All of my account numbers have been changed. I don’t know which new account number corresponds with my old accounts.

A: We have provided an “Account Number Cross-Reference” link for you in the upper right hand of the “Accounts Summary Page”. You may refer to this list to determine your previous account types and your new account numbers.

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: My loan account is coming up as a negative balance.

A: This is how the new BayFedOnline system displays loan balances. Your deposit balances will show a positive balance.

Q: If my loan accounts show a negative balance, then why does my Credit Card show up as a positive balance?

A: All loan balances except for Credit Cards display in BayFedOnline as a negative number. This will only affect the “Grand Total” for account balances at the bottom of the “Accounts Summary” page.

Q: Why do all of my accounts show up on this new system?

A: Members who had multiple member numbers should take note that we have simplified the management of information under our new system by combining all of your accounts under one member number.  In some cases, we consolidated accounts under one member number if you had multiple member numbers. Please refer to the letter that accompanied your Conversion Handbook to locate the correct member number to enter into the BayFedOnline system.

This new system allows you to view all of your accounts at once since all of your accounts have been consolidated under one member number. If you wish to remove accounts from viewing in BayFedOnline, you may click 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 account number, your name for that account and the account type. Click “Continue” to complete this process.

Q: I don’t want my joint user 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 account number, your name for that account and the account type. Click “Continue” to complete this process.

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 Credit Cards will be deducted from your account as usual. Transactions and account history for your Credit Card will be updated the next business day.

Q: I’ve made a transfer to an account, but now the amount is showing up as "Pending”. What is this?

A: A pending transfer is one that hasn’t been processed completely. If a transfer is showing as “Pending”, you have the option of editing or canceling the transfer.

Q. I made a transfer from my checking account for a payment to my Bay Federal Credit Union credit card. The transaction appears on my checking history, but not on the credit card history. Where did it go?

Q: How does overdraft protection work on your new systems?

A: When we post checks that trigger your overdraft sequence, your checking account will become overdrawn by the dollar amount of the check and the available balance in the savings (or other overdrafting) account will be reduced by this amount as well.  Our new system puts a hold on the money it intends to transfer at night, but it doesn’t actually perform the transfer at the time of the transaction.  The account will show as overdrawn until our end of day processing. 

Q: Where did the option to send a cashier’s check to myself go? Is this option still available?

A: In our new BayFedOnline system, there is not an option for “Check to Self”. You can still send a check to yourself by going through our Bill Pay system. Just follow the simple “Bill Payment” instructions. Best of all, Bill Payment is complimentary for Bay Federal Credit Union members!

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.)

A. Our eStatements provider performs monthly maintenance on their servers according to the followng schedule. During these times, BayFedOnline's Bill Payment service will be unavailable.

• 1/21/2006 (Saturday) 9:30 pm - Sunday 1:30 am
• 2/18/2006 (Saturday) 9:30 pm - Sunday 1:30 am
• 3/24/2006 (Friday) 9:30 pm - Saturday 1:30 am
• 4/21/2006 (Friday) 9:30 pm - Saturday 1:30 am
• 5/19/2006 (Friday) 9:30 pm - Saturday 1:30 am
• 6/16/2006 (Friday) 9:30 pm - Saturday 1:30 am
• 7/21/2006 (Friday) 9:30 pm - Saturday 1:30 am
• 8/18/2006 (Friday) 9:30 pm - Saturday 1:30 am
• 9/15/2006 (Friday) 9:30 pm - Saturday 1:30 am
• 10/20/2006 (Friday) 9:30 pm - Saturday 1:30 am
• 11/17/2006 (Friday) 9:30 pm - Saturday 1:30 am
• 12/15/2006 (Friday) 9:30 pm - Saturday 1:30 am