Q. I can’t log-in with my member number.

A: In our former system, you were required to enter the first two letters of your last name in addition to your member number. In our new system, you only need to enter your member number. Make sure you are entering your consolidated member number which was sent to you along with your Conversion Handbook in early January. 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. Why isn’t my password working?

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

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

A: Trust accounts that are set up under a member’s social security number are now accessed 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 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 BayPhone.

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

Q. BayPhone automatically goes into voice response mode. I would prefer to use my touch-tone phone. How do I ensure that I can use the touch-tone option?

A: BayPhone ’s voice-response system is sensitive to sound. When you log in to BayPhone, background noise may be picked up by the voice response system and may automatically assume you wish to transact business by speaking. If you hold your hand over the microphone on your telephone’s handset, you can block out the background noise and use the touch-tone options instead. Once you are using touch-tone options, you no longer have to block the handset microphone.

Q. I have been using the touch-tone option, and it takes a long time for BayPhone to acknowledge my account number. Is there any way to speed up the response?

Q. I changed my account names in BayFedOnline, so why haven’t they been entered into BayPhone?

A: Editing your account names is a new feature in BayFedOnline. Unfortunately, they do not transfer into the BayPhone system, as BayFedOnline and BayPhone are two separate systems.

It will be important to familiarize yourself with your new account numbers in order to successfully navigate the BayPhone system. We have made new BayPhone instructions available in our branches as well as our website at www.bayfed.com.

Q. I don’t want my joint user to hear all of my accounts. What can I do to prevent this?

A: Your joint user or signer can set up their own BayPhone ID and password, and then they will only be able to hear the information for 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 BayPhone ID and password.