Banking Frequently Asked Questions

Your questions, answered

We’ve collected some of the most frequently asked questions about our banking products and services, and grouped them by topic to make it easier for you to access the information you need to make informed financial decisions.

 

Find FAQs by topic:
Really Free Checking | Freedom Debit Card | Lost Debit Card | Overdraft Protection & Courtesy Pay | Round Up Program | MemberSafe | Savings | Certificates | RBFCU Choice Money Market | RBFCU Classic Money Market | Individual Retirement Accounts (IRAs) | Online Banking & Mobile Banking | Email & Text Alerts | RBFCU Bill Pay™ | Online Deposit & RBFCU Mobile Deposit™ | Move Money | STAR Program Help for Parents | STAR Program Help for Children | Paperless Statements | RBFCU Mobile App | Apple Pay | Samsung Pay | ATMs | Safe Deposit Boxes | ID Requirement Policy | Back to all FAQs

 

REALLY FREE CHECKING

  • How do I know if I am eligible for Courtesy Pay?
    + -

    To determine if you are eligible for Courtesy Pay:

    1. Sign in to your Online Banking account.
    2. On the “View Accounts” tab, click on the desired account.
    3. Under the Account Number, review the account's Courtesy Pay status.
    4. If you want to activate Courtesy Pay:
      1. Click on the Profile icon and select “Profile Settings.”
      2. Select “Member Services.”
      3. Under “Courtesy Pay,” select “Update.”
      4. Complete the Courtesy Pay section.
      5. Read the statement under “What you need to know about Courtesy Pay.” If you want to print a copy of the statement, click the Print icon.
      6. Click “Submit.”
  • How do I open a checking account from the RBFCU Mobile app?
    + -

    To open a new checking account:

    1. Sign in to the RBFCU Mobile app
    2. Tap "New Account" under Deposit Accounts on the Account Summary page
    3. Verify your address, and tap "Let's get started!" to follow the self-service directions
  • How does RBFCU pay checks and other transactions?
    + -

    We pay all checks and debits on your checking account in order of arrival sequence throughout the day. We do not pay items according to dollar amount of the item or by transaction type (debit, check or ACH).

  • How many checks can be included in one deposit? Can multiple deposits be submitted each day?
    + -

    Up to 999 checks can be included in one deposit and multiple deposits can be submitted as long as the accumulated dollar amount of the deposit(s) does not exceed the daily deposit limit.

  • How many times can I use Courtesy Pay in a day?
    + -

    There is no limit on the number of times you can use Courtesy Pay in a day. However, your account has a specific Courtesy Pay dollar amount that you cannot exceed.

    For more information, read “What You Need to Know About Overdraft Protection.”

  • How much is an overdraft fee?
    + -

    Courtesy Pay fees are $24 per transaction. If you do not have Courtesy Pay on your account and you make a transaction without sufficient funds, you may be charged a non-sufficient funds fee of $24 and the item will be returned unpaid.

    For more information, read “What You Need to Know About Overdraft Protection.”

  • How much time do I have to repay Courtesy Pay?
    + -

    You have 45 days to repay the transaction amount(s) plus fees incurred. A fee of $24 will be charged for each Courtesy Pay use.

    For more information, read “What You Need to Know About Overdraft Protection.”

  • How often can I use Courtesy Pay?
    + -

    There is no limit on the number of Courtesy Pay charges one can accumulate. However, if intended abuse of the program is identified, Courtesy Pay can be revoked.

    For more information, read “What You Need to Know About Overdraft Protection.”

  • I don't agree with the Courtesy Pay fee I was charged. What do I do?
    + -

    In your Online Banking account, we offer additional detail regarding each Courtesy Pay transaction, including the balance in your account and the other pending transactions at the time the Courtesy Pay fee was assessed. Please take a moment to review this information for more detail on why a fee was assessed. If you feel a Courtesy Pay fee was incurred in error, please contact us at 210-945-3300.

    For more information, read “What You Need to Know About Overdraft Protection.”

  • I have Courtesy Pay, but I want to remove it from my account. What do I do?
    + -

    You can change your selections (opt in or opt out) using any of the following methods:

    • Phone: Call our Member Services Center at 210-945-3300
    • In-Person: Visit any branch
    • Online:
      1. Sign in to your Online Banking account.
      2. Click on the Profile icon and select “Profile Settings.”
      3. Click “Member Services.”
      4. From the “Courtesy Pay” section, click “Update” and make changes as needed.
  • I opted out of Courtesy Pay but now I want it back. What do I do?
    + -

    You can change your selections (opt in or opt out) using any of the following methods:

    • Phone: Call our Member Services Center at 210-945-3300
    • In-Person: Visit any branch
    • Online:
      1. Sign in to your Online Banking account.
      2. Click on the Profile icon and select “Profile Settings.”
      3. Click “Member Services.”
      4. From the “Courtesy Pay” section, click “Update” and make changes as needed.
  • I was charged a Courtesy Pay fee even though my account wasn't negative when I made the transaction. What happened?
    + -

    The most common reason is that your current balance was not negative, but your available balance had insufficient funds. Your available balance is your current balance minus any pending changes. If you feel a Courtesy Pay fee was incurred in error, please contact us at 210-945-3300.

    For more information, read “What You Need to Know About Overdraft Protection.”

  • Is Courtesy Pay available to me when I opt in?
    + -

    Courtesy Pay coverage is available as soon as you opt in.

    For more information, read “What You Need to Know About Overdraft Protection.”

  • Under what circumstance would RBFCU not pay an Overdraft Item?
    + -

    Overdrafts occur when you do not have available funds in your checking account and you have not enrolled in Overdraft Protection or Courtesy Pay. We pay overdrafts at our discretion, which means we do not guarantee that we will always authorize and pay any type of transaction. If we do not authorize and pay for an overdraft, your transaction will be declined.

    For more information, read “What You Need to Know About Overdraft Protection.”

  • What accounts can be used to receive Round Up proceeds?
    + -

    The following RBFCU account types are eligible for members to select as the receiving account for the Round Up program:

    Exception: IRA Savings accounts can not receive Round Up proceeds.

  • What if I do not have an email address when I apply for an account or a loan?
    + -

    While an email address allows for an electronic transmission of product disclosures, RBFCU would instead mail any required documents to your mailing address on file.

  • What is a routing number?
    + -

    A routing number is a unique 9-digit number assigned to a bank or credit union.

  • What is RBFCU's checking account routing number?
    + -

    RBFCU's routing number is 314089681.

  • What is the Round Up program?
    + -

    To help you grow your savings, the Round Up program rounds up eligible point of sale RBFCU Freedom Debit Card purchases to the next dollar and transfers the proceeds from your own checking account and into an active RBFCU personal or business Savings or Checking account designated by you. As RBFCU Freedom Debit Card transactions are posted, the round up amount is calculated at the end of day and moved into the designated RBFCU account. This service is free for members. External accounts at other financial institutions are not eligible to receive Round Up proceeds.

    Example: When you purchase a latte for $4.38, the amount is rounded up to $5.00. $4.38 goes towards the purchase and the difference of $.62 is transferred into your designated RBFCU Round Up account.

    For the transaction to round up, there must be sufficient funds in the Checking account. When funds are available to only cover the purchase, the transaction is completed without the round up amount. Round Up transactions are considered a transfer. They will appear on your Online Banking account and RBFCU statement.

    You can enroll, opt out, or change the designated receiving account at any time via RBFCU representative. In the near future, self-serve options will be available via Online Banking.

  • When am I eligible to enroll in the Round Up program?
    + -

    You are eligible to enroll in the Round Up program on the day that you join RBFCU and have an active Checking account linked to an RBFCU Freedom Debit Card.

  • When an account balance is zero or negative, do funds still round up?
    + -

    No. When the account balance is zero, negative, or becomes zero after the round-up transaction, the application does not round to the next dollar amount.

  • Why do I have to answer these personal questions during the account opening/membership application process?
    + -

    You may be asked to verify your identity by answering questions from public information sources, including questions about vehicles you or others in your household have owned, questions about addresses/places of residence, etc.

 

FREEDOM DEBIT CARD

  • How does RBFCU pay checks and other transactions?
    + -

    We pay all checks and debits on your checking account in order of arrival sequence throughout the day. We do not pay items according to dollar amount of the item or by transaction type (debit, check or ACH).

  • I lost my card. What do I do?
    + -

    You can report your lost or stolen card by contacting us in one of the following ways:

    • Phone: 210-945-3300
    • Email: memberservices@rbfcu.org
    • Online:
      1. Sign in to your Online Banking account.
      2. Under the “View Services” tab, under “Manage Cards,” select “Report Lost Cards.”
      3. Select the card that you want to report lost, then click “Next.”
      4. Select the appropriate option (e.g., "Report a Lost or Stolen Card," "Freeze Card," or "Replace Card").
      5. Verify the information for accuracy, and click “Submit.”
      6. If your card is connected to Samsung Pay or Apple Pay, remove the card from the devices.
  • If my physical RBFCU card is lost or was stolen and I have Apple Pay or Samsung Pay, what do I do?
    + -

    You can report your lost or stolen card by contacting us in one of the following ways:

    • Phone: 210-945-3300
    • Email: memberservices@rbfcu.org
    • Online:
      1. Sign in to your Online Banking account.
      2. Under the “View Services” tab, under “Manage Cards,” select “Report Lost Cards.”
      3. Select the card that you want to report lost, then click “Next.”
      4. Select the appropriate option (e.g., "Report a Lost or Stolen Card," "Freeze Card," or "Replace Card").
      5. Verify the information for accuracy, and click “Submit.”
      6. If your card is connected to Samsung Pay or Apple Pay, remove the card from the devices.
  • My physical RBFCU card is lost or was stolen and I have Apple Pay. What do I do?
    + -

    You may report your lost or stolen card in the typical manner (sign in to your Online Banking account or contact a Payment Services fraud representative). Once you’ve reported the card lost, stolen, or compromised, you should then want to remove the card from your Apple Pay devices.

 

LOST DEBIT CARD

  • I lost my card. What do I do?
    + -

    You can report your lost or stolen card by contacting us in one of the following ways:

    • Phone: 210-945-3300
    • Email: memberservices@rbfcu.org
    • Online:
      1. Sign in to your Online Banking account.
      2. Under the “View Services” tab, under “Manage Cards,” select “Report Lost Cards.”
      3. Select the card that you want to report lost, then click “Next.”
      4. Select the appropriate option (e.g., "Report a Lost or Stolen Card," "Freeze Card," or "Replace Card").
      5. Verify the information for accuracy, and click “Submit.”
      6. If your card is connected to Samsung Pay or Apple Pay, remove the card from the devices.
  • If my physical RBFCU card is lost or was stolen and I have Apple Pay or Samsung Pay, what do I do?
    + -

    You can report your lost or stolen card by contacting us in one of the following ways:

    • Phone: 210-945-3300
    • Email: memberservices@rbfcu.org
    • Online:
      1. Sign in to your Online Banking account.
      2. Under the “View Services” tab, under “Manage Cards,” select “Report Lost Cards.”
      3. Select the card that you want to report lost, then click “Next.”
      4. Select the appropriate option (e.g., "Report a Lost or Stolen Card," "Freeze Card," or "Replace Card").
      5. Verify the information for accuracy, and click “Submit.”
      6. If your card is connected to Samsung Pay or Apple Pay, remove the card from the devices.
  • My physical RBFCU card is lost or was stolen and I have Apple Pay. What do I do?
    + -

    You may report your lost or stolen card in the typical manner (sign in to your Online Banking account or contact a Payment Services fraud representative). Once you’ve reported the card lost, stolen, or compromised, you should then want to remove the card from your Apple Pay devices.

 

OVERDRAFT PROTECTION & COURTESY PAY

  • How do I know if I am eligible for Courtesy Pay?
    + -

    To determine if you are eligible for Courtesy Pay:

    1. Sign in to your Online Banking account.
    2. On the “View Accounts” tab, click on the desired account.
    3. Under the Account Number, review the account's Courtesy Pay status.
    4. If you want to activate Courtesy Pay:
      1. Click on the Profile icon and select “Profile Settings.”
      2. Select “Member Services.”
      3. Under “Courtesy Pay,” select “Update.”
      4. Complete the Courtesy Pay section.
      5. Read the statement under “What you need to know about Courtesy Pay.” If you want to print a copy of the statement, click the Print icon.
      6. Click “Submit.”
  • How many times can I use Courtesy Pay in a day?
    + -

    There is no limit on the number of times you can use Courtesy Pay in a day. However, your account has a specific Courtesy Pay dollar amount that you cannot exceed.

    For more information, read “What You Need to Know About Overdraft Protection.”

  • How much is an overdraft fee?
    + -

    Courtesy Pay fees are $24 per transaction. If you do not have Courtesy Pay on your account and you make a transaction without sufficient funds, you may be charged a non-sufficient funds fee of $24 and the item will be returned unpaid.

    For more information, read “What You Need to Know About Overdraft Protection.”

  • How much time do I have to repay Courtesy Pay?
    + -

    You have 45 days to repay the transaction amount(s) plus fees incurred. A fee of $24 will be charged for each Courtesy Pay use.

    For more information, read “What You Need to Know About Overdraft Protection.”

  • How often can I use Courtesy Pay?
    + -

    There is no limit on the number of Courtesy Pay charges one can accumulate. However, if intended abuse of the program is identified, Courtesy Pay can be revoked.

    For more information, read “What You Need to Know About Overdraft Protection.”

  • I don't agree with the Courtesy Pay fee I was charged. What do I do?
    + -

    In your Online Banking account, we offer additional detail regarding each Courtesy Pay transaction, including the balance in your account and the other pending transactions at the time the Courtesy Pay fee was assessed. Please take a moment to review this information for more detail on why a fee was assessed. If you feel a Courtesy Pay fee was incurred in error, please contact us at 210-945-3300.

    For more information, read “What You Need to Know About Overdraft Protection.”

  • I have Courtesy Pay, but I want to remove it from my account. What do I do?
    + -

    You can change your selections (opt in or opt out) using any of the following methods:

    • Phone: Call our Member Services Center at 210-945-3300
    • In-Person: Visit any branch
    • Online:
      1. Sign in to your Online Banking account.
      2. Click on the Profile icon and select “Profile Settings.”
      3. Click “Member Services.”
      4. From the “Courtesy Pay” section, click “Update” and make changes as needed.
  • I opted out of Courtesy Pay but now I want it back. What do I do?
    + -

    You can change your selections (opt in or opt out) using any of the following methods:

    • Phone: Call our Member Services Center at 210-945-3300
    • In-Person: Visit any branch
    • Online:
      1. Sign in to your Online Banking account.
      2. Click on the Profile icon and select “Profile Settings.”
      3. Click “Member Services.”
      4. From the “Courtesy Pay” section, click “Update” and make changes as needed.
  • I was charged a Courtesy Pay fee even though my account wasn't negative when I made the transaction. What happened?
    + -

    The most common reason is that your current balance was not negative, but your available balance had insufficient funds. Your available balance is your current balance minus any pending changes. If you feel a Courtesy Pay fee was incurred in error, please contact us at 210-945-3300.

    For more information, read “What You Need to Know About Overdraft Protection.”

  • Is Courtesy Pay available to me when I opt in?
    + -

    Courtesy Pay coverage is available as soon as you opt in.

    For more information, read “What You Need to Know About Overdraft Protection.”

  • Under what circumstance would RBFCU not pay an Overdraft Item?
    + -

    Overdrafts occur when you do not have available funds in your checking account and you have not enrolled in Overdraft Protection or Courtesy Pay. We pay overdrafts at our discretion, which means we do not guarantee that we will always authorize and pay any type of transaction. If we do not authorize and pay for an overdraft, your transaction will be declined.

    For more information, read “What You Need to Know About Overdraft Protection.”

 

ROUND UP PROGRAM

  • When an account balance is zero or negative, do funds still round up?
    + -

    No. When the account balance is zero, negative, or becomes zero after the round-up transaction, the application does not round to the next dollar amount.

  • When am I eligible to enroll in the Round Up program?
    + -

    You are eligible to enroll in the Round Up program on the day that you join RBFCU and have an active Checking account linked to an RBFCU Freedom Debit Card.

  • What is the Round Up program?
    + -

    To help you grow your savings, the Round Up program rounds up eligible point of sale RBFCU Freedom Debit Card purchases to the next dollar and transfers the proceeds from your own checking account and into an active RBFCU personal or business Savings or Checking account designated by you. As RBFCU Freedom Debit Card transactions are posted, the round up amount is calculated at the end of day and moved into the designated RBFCU account. This service is free for members. External accounts at other financial institutions are not eligible to receive Round Up proceeds.

    Example: When you purchase a latte for $4.38, the amount is rounded up to $5.00. $4.38 goes towards the purchase and the difference of $.62 is transferred into your designated RBFCU Round Up account.

    For the transaction to round up, there must be sufficient funds in the Checking account. When funds are available to only cover the purchase, the transaction is completed without the round up amount. Round Up transactions are considered a transfer. They will appear on your Online Banking account and RBFCU statement.

    You can enroll, opt out, or change the designated receiving account at any time via RBFCU representative. In the near future, self-serve options will be available via Online Banking.

  • What accounts can be used to receive Round Up proceeds?
    + -

    The following RBFCU account types are eligible for members to select as the receiving account for the Round Up program:

    Exception: IRA Savings accounts can not receive Round Up proceeds.

 

SAVINGS

  • Are transactions limited for Money Market accounts?
    + -

    Per Regulation D, you are limited to six electronic outgoing transactions per savings or Money Market (either RBFCU Classic or RBFCU Choice) account, per month. However, you are not limited on deposits or withdrawals at a branch.

  • How can I close my RBFCU Choice Money Market?
    + -

    A Choice Money Market can be closed on all channels with the exception of the RBFCU Mobile app.

  • How can I compare the dividends I could earn in the RBFCU Choice vs. the RBFCU Classic to help determine which money market account would best benefit me?
    + -

    The Money Market Comparison Calculator is available on rbfcu.org as a tool to estimate interest earned with both products.

  • How can I open an RBFCU Choice Money Market?
    + -

    A Choice Money Market account may be opened online, through the RBFCU Mobile app, by calling our Member Service Center at 210-945-3300, or at any RBFCU branch. Minimum opening balance is $2,500.

  • How do I make withdrawals from a Money Market account?
    + -

    Withdrawals/transfers can be made electronically (up to six per month), and cash withdrawals/transfers can be made by visiting an RBFCU branch.

  • How is a Money Market different from a savings account?
    + -

    A Money Market account typically earns a higher yield than a traditional savings account. Money Market accounts also usually require a higher minimum balance.

  • How is this different from an RBFCU Classic Money Market?
    + -

    With the Classic Money Market, you earn a flat dividend rate on your total balance. A Choice Money Market utilizes blended dividend rates, which apply higher earnings rates to lower balances. As your balance increases, previous rates are retained and incorporated into your overall earnings. See rate schedule above.

  • How many checks can be included in one deposit? Can multiple deposits be submitted each day?
    + -

    Up to 999 checks can be included in one deposit and multiple deposits can be submitted as long as the accumulated dollar amount of the deposit(s) does not exceed the daily deposit limit.

  • How many RBFCU Choice Money Market accounts can I open?
    + -

    Only one Choice Money Market account, per tax-reported owner, may be opened.

  • How will I know if I've used my six transfers for the month?
    + -
    1. Sign in to your Online Banking account.
    2. Under the “View Accounts” tab, select the appropriate Money Market account.
    3. Under “Your Summary/Account Activity,” review the information listed to the left of your “Available Balance.”

    Transfers include those made using online/mobile banking, phone or automatic overdraft protection from a Money Market account. You may complete as many transfers as you wish from your savings or checking account to other accounts, or in person at a local branch, as long as you stay within your available balance.

  • I already have an RBFCU Classic Money Market. Can I switch it to an RBFCU Choice Money Market?
    + -

    Yes. You may close your Classic Money Market account and open a Choice Money Market account. However, only one Choice Money Market is available per tax-reported owner. There is not a limit to the number of Classic Money Market accounts you can own. This account will not be available to businesses (EINs).

  • Is an RBFCU Money Market an investment product? Can it lose value?
    + -

    An RBFCU Money Market account is not an investment product, nor will your funds be publicly traded. Your account is federally insured up to certain limits by the NCUA and will not lose value.

  • Is there a monthly fee for an RBFCU Choice Money Market?
    + -

    No. There is no monthly fee.

  • What are the benefits of the RBFCU Choice Money Market?
    + -
    • Minimum balance: $2,500
    • Blended rate structure, resulting in the highest earnings on balances under $10,000. As your balance increases, previous rates are retained and incorporated into your overall earnings.
    • Enjoy the features of a Classic Money Market, including accessibility to funds, no monthly service fees and dividends paid monthly.
  • What does blended rate mean?
    + -

    A blended rate is an interest rate that represents the combination of multiple rates. Our RBFCU Choice Money Market calculator will show how different tiers of your balance earn a separate rate and what your overall rate will be based on the balance you provide.

  • What happens if I exceed six transfers from my Money Market account per month?
    + -

    Convenience transfers — those made via your Online Banking account or over the phone — from a Money Market account are limited to six per month. After the sixth transfer, you may make additional transfers in person at a local branch.

  • What happens if my RBFCU Choice Money Market balance falls below $2,500?
    + -

    You do not have to close your Choice Money Market account; however, if your balance falls below $2,500, the account will automatically revert to the savings account rate at that time, by the end of the business day. The account name will remain an “RBFCU Choice Money Market.” When your balance is brought back up to $2,500, you will earn the RBFCU Choice Money Market rate again.

  • What if I do not have an email address when I apply for an account or a loan?
    + -

    While an email address allows for an electronic transmission of product disclosures, RBFCU would instead mail any required documents to your mailing address on file.

  • What is an RBFCU Choice Money Market?
    + -

    The RBFCU Choice Money Market account is another savings account option that utilizes blended dividend rates, which apply higher earnings rates to lower balances. As your balance increases, previous rates are retained and incorporated into your overall earnings.

  • What is the minimum balance required for an RBFCU Choice Money Market?
    + -

    The minimum balance to open an RBFCU Choice Money Market account is $2,500.

  • What's the difference between the dividend rate and APY?
    + -

    APY means Annual Percentage Yield. This refers to how much money you earn on a deposit over a year, taking into account compounding interest. The dividend rate is the declared annual dividend rate paid on an account, which does not reflect compounding.

  • When are dividends paid out on Money Market accounts?
    + -

    Dividends are paid out monthly.

  • Will the RBFCU Classic Money Market still be available?
    + -

    Yes. You will still be able to open and maintain the Classic Money Market account.

 

CERTIFICATES

  • What if I do not have an email address when I apply for an account or a loan?
    + -

    While an email address allows for an electronic transmission of product disclosures, RBFCU would instead mail any required documents to your mailing address on file.

 

RBFCU CHOICE MONEY MARKET

  • Are transactions limited for Money Market accounts?
    + -

    Per Regulation D, you are limited to six electronic outgoing transactions per savings or Money Market (either RBFCU Classic or RBFCU Choice) account, per month. However, you are not limited on deposits or withdrawals at a branch.

  • How can I close my RBFCU Choice Money Market?
    + -

    A Choice Money Market can be closed on all channels with the exception of the RBFCU Mobile app.

  • How can I compare the dividends I could earn in the RBFCU Choice vs. the RBFCU Classic to help determine which money market account would best benefit me?
    + -

    The Money Market Comparison Calculator is available on rbfcu.org as a tool to estimate interest earned with both products.

  • How can I open an RBFCU Choice Money Market?
    + -

    A Choice Money Market account may be opened online, through the RBFCU Mobile app, by calling our Member Service Center at 210-945-3300, or at any RBFCU branch. Minimum opening balance is $2,500.

  • How do I make withdrawals from a Money Market account?
    + -

    Withdrawals/transfers can be made electronically (up to six per month), and cash withdrawals/transfers can be made by visiting an RBFCU branch.

  • How is a Money Market different from a savings account?
    + -

    A Money Market account typically earns a higher yield than a traditional savings account. Money Market accounts also usually require a higher minimum balance.

  • How is this different from an RBFCU Classic Money Market?
    + -

    With the Classic Money Market, you earn a flat dividend rate on your total balance. A Choice Money Market utilizes blended dividend rates, which apply higher earnings rates to lower balances. As your balance increases, previous rates are retained and incorporated into your overall earnings. See rate schedule above.

  • How many RBFCU Choice Money Market accounts can I open?
    + -

    Only one Choice Money Market account, per tax-reported owner, may be opened.

  • How will I know if I've used my six transfers for the month?
    + -
    1. Sign in to your Online Banking account.
    2. Under the “View Accounts” tab, select the appropriate Money Market account.
    3. Under “Your Summary/Account Activity,” review the information listed to the left of your “Available Balance.”

    Transfers include those made using online/mobile banking, phone or automatic overdraft protection from a Money Market account. You may complete as many transfers as you wish from your savings or checking account to other accounts, or in person at a local branch, as long as you stay within your available balance.

  • I already have an RBFCU Classic Money Market. Can I switch it to an RBFCU Choice Money Market?
    + -

    Yes. You may close your Classic Money Market account and open a Choice Money Market account. However, only one Choice Money Market is available per tax-reported owner. There is not a limit to the number of Classic Money Market accounts you can own. This account will not be available to businesses (EINs).

  • Is an RBFCU Money Market an investment product? Can it lose value?
    + -

    An RBFCU Money Market account is not an investment product, nor will your funds be publicly traded. Your account is federally insured up to certain limits by the NCUA and will not lose value.

  • Is there a monthly fee for an RBFCU Choice Money Market?
    + -

    No. There is no monthly fee.

  • What are the benefits of the RBFCU Choice Money Market?
    + -
    • Minimum balance: $2,500
    • Blended rate structure, resulting in the highest earnings on balances under $10,000. As your balance increases, previous rates are retained and incorporated into your overall earnings.
    • Enjoy the features of a Classic Money Market, including accessibility to funds, no monthly service fees and dividends paid monthly.
  • What does blended rate mean?
    + -

    A blended rate is an interest rate that represents the combination of multiple rates. Our RBFCU Choice Money Market calculator will show how different tiers of your balance earn a separate rate and what your overall rate will be based on the balance you provide.

  • What happens if I exceed six transfers from my Money Market account per month?
    + -

    Convenience transfers — those made via your Online Banking account or over the phone — from a Money Market account are limited to six per month. After the sixth transfer, you may make additional transfers in person at a local branch.

  • What happens if my RBFCU Choice Money Market balance falls below $2,500?
    + -

    You do not have to close your Choice Money Market account; however, if your balance falls below $2,500, the account will automatically revert to the savings account rate at that time, by the end of the business day. The account name will remain an “RBFCU Choice Money Market.” When your balance is brought back up to $2,500, you will earn the RBFCU Choice Money Market rate again.

  • What is an RBFCU Choice Money Market?
    + -

    The RBFCU Choice Money Market account is another savings account option that utilizes blended dividend rates, which apply higher earnings rates to lower balances. As your balance increases, previous rates are retained and incorporated into your overall earnings.

  • What is the minimum balance required for an RBFCU Choice Money Market?
    + -

    The minimum balance to open an RBFCU Choice Money Market account is $2,500.

  • What's the difference between the dividend rate and APY?
    + -

    APY means Annual Percentage Yield. This refers to how much money you earn on a deposit over a year, taking into account compounding interest. The dividend rate is the declared annual dividend rate paid on an account, which does not reflect compounding.

  • When are dividends paid out on Money Market accounts?
    + -

    Dividends are paid out monthly.

  • Will the RBFCU Classic Money Market still be available?
    + -

    Yes. You will still be able to open and maintain the Classic Money Market account.

 

RBFCU CLASSIC MONEY MARKET

  • Are transactions limited for Money Market accounts?
    + -

    Per Regulation D, you are limited to six electronic outgoing transactions per savings or Money Market (either RBFCU Classic or RBFCU Choice) account, per month. However, you are not limited on deposits or withdrawals at a branch.

  • How can I compare the dividends I could earn in the RBFCU Choice vs. the RBFCU Classic to help determine which money market account would best benefit me?
    + -

    The Money Market Comparison Calculator is available on rbfcu.org as a tool to estimate interest earned with both products.

  • How do I make withdrawals from a Money Market account?
    + -

    Withdrawals/transfers can be made electronically (up to six per month), and cash withdrawals/transfers can be made by visiting an RBFCU branch.

  • How is a Money Market different from a savings account?
    + -

    A Money Market account typically earns a higher yield than a traditional savings account. Money Market accounts also usually require a higher minimum balance.

  • How will I know if I've used my six transfers for the month?
    + -
    1. Sign in to your Online Banking account.
    2. Under the “View Accounts” tab, select the appropriate Money Market account.
    3. Under “Your Summary/Account Activity,” review the information listed to the left of your “Available Balance.”

    Transfers include those made using online/mobile banking, phone or automatic overdraft protection from a Money Market account. You may complete as many transfers as you wish from your savings or checking account to other accounts, or in person at a local branch, as long as you stay within your available balance.

  • I already have an RBFCU Classic Money Market. Can I switch it to an RBFCU Choice Money Market?
    + -

    Yes. You may close your Classic Money Market account and open a Choice Money Market account. However, only one Choice Money Market is available per tax-reported owner. There is not a limit to the number of Classic Money Market accounts you can own. This account will not be available to businesses (EINs).

  • Is an RBFCU Money Market an investment product? Can it lose value?
    + -

    An RBFCU Money Market account is not an investment product, nor will your funds be publicly traded. Your account is federally insured up to certain limits by the NCUA and will not lose value.

  • What happens if I exceed six transfers from my Money Market account per month?
    + -

    Convenience transfers — those made via your Online Banking account or over the phone — from a Money Market account are limited to six per month. After the sixth transfer, you may make additional transfers in person at a local branch.

  • What's the difference between the dividend rate and APY?
    + -

    APY means Annual Percentage Yield. This refers to how much money you earn on a deposit over a year, taking into account compounding interest. The dividend rate is the declared annual dividend rate paid on an account, which does not reflect compounding.

  • When are dividends paid out on Money Market accounts?
    + -

    Dividends are paid out monthly.

 

MEMBERSAFE

  • Can I monitor all of my debit and credit cards with MemberSafe?
    + -

    Yes. If you are a MemberSafe user, you can monitor any debit, credit card and ATM cards by registering each card on membersafe.rbfcu.org.

  • Do I qualify for the Cellular Telephone Protection?
    + -

    If you are a MemberSafe user, your cell phone bill must be paid using your RBFCU Checking, Savings or Credit Card account to qualify for the Cellular Telephone Protection service.

  • How do I know what is covered under the Cellular Telephone Protection?
    + -

    Reference the “Guide to Benefit” you received when you signed up for the MemberSafe program or visit membersafe.rbfcu.org for complete details of coverage.

  • How do I sign up for alerts regarding changes to my credit?
    + -

    Once you have signed up for MemberSafe services through your Online Banking account, you will be given access information to membersafe.rbfcu.org. To sign up for alerts regarding changes to your credit, you will have to register for the credit monitoring feature through membersafe.rbfcu.org.

  • How do I sign up for Identity Monitoring?
    + -

    Once you have signed up for MemberSafe services through your Online Banking account, you will be given access information to membersafe.rbfcu.org. To sign up for Identity Monitoring, you will have to register and activate the feature through membersafe.rbfcu.org.

  • How do I sign up for MemberSafe?
    + -

    Sign in to your Online Banking account, navigate to “View Services,” then click “MemberSafe” under the “Settings” header to make your MemberSafe coverage selection.

  • How often can I request my credit report with MemberSafe?
    + -

    If you are a MemberSafe user, you can request an updated TransUnion credit report every 180 days or upon opening a resolution case.

  • How will I be notified if there are any changes to my credit information?
    + -

    If you are a MemberSafe user, you will receive notifications based on the settings you set. You can set or make changes to your notification preferences at membersafe.rbfcu.org.

  • I currently have IDProtect Plus. How do I upgrade to MemberSafe?
    + -

    You can upgrade to MemberSafe at any time. Sign in to your Online Banking account, navigate to “View Services,” then click “MemberSafe” under the “Settings” header to make your coverage selection.

    Once you have upgraded to MemberSafe, you can no longer re-enroll in ID Protect Plus.

  • I currently have IDProtect. How do I upgrade to MemberSafe?
    + -

    You can upgrade to MemberSafe at any time. Sign in to your Online Banking account, navigate to “View Services,” then click “MemberSafe” under the “Settings” header to make your coverage selection.

  • What should I do if my identity is stolen?
    + -

    If your credit or personal information is stolen or compromised, it’s important that you take quick action to stop further damage to your credit and identity. For more information on what to do after identity theft, review our article Five Steps to Take Immediately After Identity Theft. To file a claim, call 1-866-210-0361.

 

INDIVIDUAL RETIREMENT ACCOUNTS (IRAS)

  • Can I take a loan from my IRA?
    + -

    The IRS does not allow loans against an IRA. One option IRA owners have to alleviate taxation and an IRS early withdraw penalty is to roll back a single distribution amount, in full, to an IRA within 60 calendar days. Any distribution amount not rolled back within 60 calendar days is subject to taxes and an IRS early withdraw penalty. All distributions and funds rolled back into the IRA are reported to the IRS and are included when filing taxes. The IRS allows this option only once in a 12 month calendar period.

  • Do I have to start taking IRA distributions at a certain age?
    + -

    Per IRS guidelines, when a Traditional IRA owner reaches Required Minimum Distribution (RMD) age, an annual distribution is required. Roth IRAs are not subject to an RMD.

  • How can I change beneficiaries on my IRA account?
    + -

    To change a beneficiary on your IRA, complete an IRA Designation or Change of Beneficiary Form. Once you complete the form, you can

    • mail it to RBFCU, Attn: IRA Department, P.O. Box 2097, Universal City, TX 78148-2097,
    • fax it to 210-637-4510, or
    • drop it off at your nearest RBFCU location.
  • How do I request an IRA distribution?
    + -

    To request an IRA distribution, you can send a secure message through your Online Banking account. You can also contact us by phone or visit a branch.

  • What is an SEP IRA?
    + -

    An SEP IRA is a Simplified Employee Pension Individual Retirement Account. This type of IRA is established by employers to make tax-deductible contributions on behalf of eligible employees.

  • What's the difference between an IRA offered by RBFCU Investments Group and an IRA offered by RBFCU?
    + -

    RBFCU Investments Group financial advisors offer IRAs through Ameriprise Financial. Your financial advisor can help you choose investment solutions from a variety of managed accounts, mutual funds, annuities and stocks.

    RBFCU offers IRAs. A credit union employee in the IRA department can help you choose if you should deposit your money in an IRA savings account or an IRA certificate of deposit. The IRAs offered by RBFCU are insured separately up to $250,000 from other deposit accounts by the National Credit Union Administration (NCUA). IRAs offered by RBFCU Investments Group are not insured by the NCUA.

 

ONLINE BANKING & MOBILE BANKING

  • Am I getting charged every time I receive an Alert?
    + -

    Alerts are a free service provided by RBFCU. We will not charge you for Alerts and you can set up as many as you wish. However, if you choose mobile/text Alerts, you may be charged additional fees by your mobile service provider.

  • Can any type of check be scanned for Mobile Deposit?
    + -

    You can only scan single-party domestic checks made payable to the owner(s) of the account.

    Some other options that are not eligible for Mobile Deposit include savings bonds, foreign checks, third-party checks, checks written to you from another account of yours at RBFCU, items stamped with “non-negotiable,” incomplete checks, stale-dated or post-dated checks, checks that contain evidence of alteration, checks purported to be a lottery or prize winnings, and checks previously submitted for deposit.

  • Can I access my account if fingerprint or face recognition don’t work on my phone?
    + -

    Yes. You will always have the option to sign in to the RBFCU Mobile app with your username and password. However, a lock screen must be enabled to access all features in the RBFCU Mobile app.

  • Can I add more than one checking account in Bill Pay?
    + -

    To manage your checking accounts or add another account to Bill Pay:

    1. Sign in to your Online Banking account.
    2. Click on the “Move Money” tab.
    3. Under “Payment and Bills,” click on “Pay Bills.”
    4. Click on the “Accounts” tab.
    5. To add or modify accounts, complete the appropriate fields.
  • Can I change my username, password, or security questions and answers from the RBFCU Mobile app?
    + -

    Yes. Open the RBFCU Mobile app and sign in to your account. Tap the “My Profile” icon in the top-right corner of the screen and select “Profile Settings.” Here, you can choose to change your username, password, or security questions and answers.

  • Can I change or delete a 'Favorite'?
    + -

    To edit or delete a Favorite, sign in to your Online Banking account on rbfcu.org, select the “Move Money” menu, then “Transfer Money.” Then, click on “Manage Favorites List” on the right side of the page, and choose an account to edit its Nickname, or check the box next to “Delete” to remove it from your Favorites list.

    Currently, this feature is only available through Online Banking on rbfcu.org, but we are working to add it to the RBFCU Mobile app.

  • Can I request to increase my daily/monthly Mobile Deposit limit?
    + -

    Yes, you can contact our Member Service team to request an account review if you need a temporary increase to your current Mobile Deposit limit.

  • Can I reset my username or password from the RBFCU Mobile app?
    + -

    Yes. Open the RBFCU Mobile app on your phone, and tap “Having Trouble Signing In?” Follow the prompts to reset your username or password.

  • Can I schedule a recurring transfer within my account or to another RBFCU account holder?
    + -

    Yes. To set up a recurring transfer to one of your other accounts or any other RBFCU account, sign in to your Online Banking account on rbfcu.org, select the “Move Money” menu, then “Transfer Money” to create a new transfer. Complete the transfer details and select “Recurring” as the “Transfer Type.” You’ll be given options to add a “Start Date,” “Frequency” and “Amount” for the recurring transfer.

    To set up a recurring transfer in the RBFCU Mobile app, sign in and tap “Move Money,” then “Transfer/Send Money.” Select whether you’d like to send money to “Myself” or “Someone Else.” Complete the transfer details, and tap “Schedule for Future.” Then, you’ll be given options to choose a transfer “Frequency,” “Start Date” and “End Date” to set up a recurring transfer.

  • Can I transfer to an account at another financial institution?
    + -

    Yes. If you’re transferring funds to another person’s account, you will need the account holder’s name, their account number, their financial institution’s routing number and their account type to complete the transfer details.

    To set up a transfer to an external account on your computer, sign in to your Online Banking account on rbfcu.org, select the “Move Money” menu, then “Transfer Money” to create a new transfer. Select “Outside RBFCU” as the “Transfer Type” to set up an electronic funds transfer to another financial institution.

    To set up a transfer to a non-RBFCU account in the RBFCU Mobile app, sign in and tap “Move Money,” then “Transfer/Send Money.” If you choose to “Send Money to Myself,” tap “Add Other Account” to add an external account. If you choose “Send Money to Someone Else,” first tap “Account,” then “Add Other Account” to set up a transfer to another financial institution. If you send to this account frequently, check the “Add to Favorites” box to save it for next time.

  • Do I have to accept the Terms and Conditions to use the RBFCU Mobile app?
    + -

    Yes. Members are required to accept the Terms and Conditions after installing and opening the app before they are able to sign in.

  • Do I need to include a deposit slip with my check when using Mobile Deposit?
    + -

    No. The Mobile Deposit program generates an electronic record with each deposit.

  • How can I cancel Bill Pay?
    + -

    An RBFCU representative can cancel your Bill Pay profile. Please contact a representative at 210-945-3300 to speak with Online Banking services.

  • How can I enroll in Bill Pay?
    + -

    To access your Bill Pay information:

    1. Sign in to your Online Banking account and select “Move Money.”
    2. Under “Payments and Bills,” select “Pay Bills.”
    3. In the “Account Number” field, select the appropriate account.
    4. After reading the Terms and Conditions, select the “I agree to the Terms and Conditions” box.
    5. Click “Enroll.”
    6. If you get the “Help us protect you” dialogue box, select email or text to receive the temporary code. After you get the code, enter it in the box and click “Verify Code.”
    7. On the “Take care of your bills in 3 easy steps” screen, add or update the appropriate information.
  • How can I enroll in electronic statements for my credit card online?
    + -

    To receive your Mastercard statements online, go to the Mastercard tab and click on the last four digits of the Mastercard account number that you want to view. You will then be directed to the eZCard site. Once in Activity Overview, select the “Statements” option at the top of the activity homepage. From the drop-down menu select “Statement Delivery Options.” You will be directed to a page that will ask if you want electronic statements or if you would prefer to receive your statements by mail. You will need to verify your ability to receive and view PDF files.

    Please ensure the email address listed is current before selecting the button at the bottom that says “I Agree.” Once this is completed, you will receive an email to confirm your statement preferences. 

  • How can I manage permission settings for the RBFCU Mobile app on my device?
    + -

    You can change permissions to allow or deny apps to use various features on your phone, such as your camera or contacts list in your phone’s Settings.

    Please note: Settings can vary by phone. For more information, contact your device’s manufacturer.

    For Apple users:

    1. From the Home screen, open the “Settings” app on your device.
    2. Scroll down to the list of apps at the bottom, and choose the RBFCU Mobile app.
    3. Here, you can choose to enable or disable permissions for specific app features.

    For Android users:

    1. From the Home screen, swipe up or tap the “All Apps” button.
    2. Find and open the “Settings” app on the “All Apps” screen.
    3. Tap “Apps & Notifications.”
    4. Tap the RBFCU Mobile app. If you can't find it, first tap “See all apps” or “App info.”
    5. Tap “Permissions.” Here, you can enable or disable permissions for specific app features by tapping a feature, then choosing “Allow” or “Deny.”
  • How can I receive an annual statement for my Mastercard credit card?
    + -
  • How do face and fingerprint options work with the RBFCU Mobile app?
    + -

    The RBFCU Mobile app’s “Remember Me” option allows you to use face or fingerprint (biometric) options to identify and authenticate you when signing in to your account.

    Once you enable Remember Me within the app, you will be prompted to sign in with your username and password at least once to verify. Your username and password will be captured, and you can sign in using a biometric option starting next time you sign in.

  • How do I access Mobile Deposit from the RBFCU Mobile app?
    + -

    To access Mobile Deposit, sign in to the RBFCU Mobile app, then choose the “Mobile Deposit” icon in the bottom menu. From there, the app will guide you through each step of the Mobile Deposit process.

  • How do I deposit checks with a digital camera?
    + -

    To deposit checks with a digital camera:

    1. Sign in to your Online Banking account and select the appropriate account.
    2. Click on the three vertical dots and select “Mobile Deposit” from the “I Want To...” menu.
    3. If needed, read the “Registration” instructions and select “I Agree,” then click “Continue.”
    4. Using a digital camera, take a picture of the front and back of the check and download images to your device.
    5. Enter the appropriate information and click “Load” to upload the file.
    6. Select “Submit.”
  • How do I deposit checks with a scanner?
    + -

    To deposit checks with a scanner:

    1. Sign in to your Online Banking account and select the appropriate account.
    2. Click on the three vertical dots and select “Mobile Deposit” from the “I Want To…” menu.
    3. If needed, read the “Registration” instructions and select “I Agree,” then click “Continue.”
    4. Using a scanner, make scans of the front and back of the check.
    5. Enter the appropriate information and click “Load” to upload the file.
    6. Select “Submit.”
  • How do I deposit checks with my smartphone or tablet?
    + -
    1. Sign in to the RBFCU Mobile app, and tap "Mobile Deposit" at the bottom of the screen.
    2. Endorse your check by signing your name on the back, then add "For mobile deposit only," your account number and the date.
    3. Using the drop-down menu at the top of the screen, select the account where you’d like to deposit the check.
    4. Tap the "Front" and "Back" camera icons to take photos of the front and back of the check using your mobile device’s camera, and follow the prompts.
    5. Once you've taken photos of the check, make sure that the deposit amount shown in the app matches the amount written on your paper check.
    6. Click “Submit” to complete your deposit. Typically, you should see the funds in your account right away.
  • How do I download the RBFCU Mobile app?
    + -

    To download the RBFCU Mobile app:

    For full app functionality, please ensure your device is running the latest software. Apple devices require iOS 11.0 or later, and Android devices require Android 5.0 or later.

  • How do I enable a lock screen on my device?
    + -

    To enable a lock screen on your device,

    1. Open “Settings” on your device, and set a passcode, finger-swipe pattern, face or fingerprint that will be used to access your device when it’s locked.
    2. Restart your device.
    3. When your device restarts, you’ll be prompted to put in your new authentication to unlock it.
    4. Open the RBFCU Mobile app.
    5. Click on “Profile Settings.” If you’re able to access this screen, you’re all set!

    If you need further assistance enabling a lock screen on your device, click here for Apple instructions and click here for Android instructions.

    Where to set up a lock screen on an Apple device:
    Where to set up a lock screen on an Apple device

    Where to set up a lock screen on an Android device:
    Where to set up a lock screen on an Android device

  • How do I enroll in paperless statements?
    + -

    To sign up for paperless statements:

    1. Sign in to your Online Banking account.
    2. Click on the “View Services” tab.
    3. Under “Documents,” click “Paperless Option.”
    4. Read the “Paperless Terms & Conditions.”
    5. Next to “Paperless Statement(s) and Documents,” switch the button to “On.”
  • How do I get a copy of my Mobile Deposit?
    + -

    To view processed a Mobile Deposit:

    1. Sign in to your Online Banking account.
    2. Under “View Accounts,” click the three vertical dots for the desired account.
    3. From the “I Want To…” menu, select “Mobile Deposit.”
    4. On the Mobile Deposit screen, select the “Deposit History” (folder) icon.
    5. Select the PDF icon to the right of the deposit you wish to review.
  • How do I open a checking account from the RBFCU Mobile app?
    + -

    To open a new checking account:

    1. Sign in to the RBFCU Mobile app
    2. Tap "New Account" under Deposit Accounts on the Account Summary page
    3. Verify your address, and tap "Let's get started!" to follow the self-service directions
  • How do I set up fingerprint or face recognition on my device?
    + -

    To turn on face and fingerprint (biometric) options on your device, open the “Settings” app, and follow the instructions provided with your device. To enable biometrics options, you’ll also need to set up a passcode lock, if you haven’t already. For additional help enabling biometrics, choose your option/device below:

    After you’ve enabled biometrics:

    1. Open the RBFCU Mobile app.
    2. Enter your username and password.
    3. Enable “Remember Me” by tapping the toggle switch under the “Password” field.
    4. Tap the “Sign In” button.

    Once you enable Remember Me within the app, you will be prompted to sign in with your username and password at least once to verify. Your username and password will be captured, and you can sign in using a biometric option starting next time you sign in.

  • How do I turn off a text or email alert on my account?
    + -

    To manage your account alerts:

    1. Sign in to your Online Banking account.
    2. Click on the “View Services” tab.
    3. Under the “Set Alerts” section, select an option (e.g., "Account & Loan Alerts," "Card Alerts" or "Other Alerts") to set your alert preferences.
  • How do I turn off 'Quick Balance' in the RBFCU Mobile app?
    + -

    If you've enabled Quick Balance in the RBFCU Mobile app, but no longer wish to use it, you can disable it any time:

    1. Open the RBFCU Mobile app and, before you sign in, look for “Quick Balance” at the bottom of the sign-in screen.
    2. Tap “Quick Balance” to bring up the feature. Tap the “Settings” (gear) icon on the right to open the Settings on your phone.
    3. In the RBFCU Mobile app settings, turn the toggle switch next to “Quick Balance” to the “off” position.

    You can also disable the Quick Balance option by going directly to your phone’s Settings, and updating the settings for the RBFCU Mobile app.

    Please note: Anyone who uses your mobile device will be able to see your account balances when Quick Balance is enabled.

  • How do I turn on the 'Remember Me' option in the RBFCU Mobile app?
    + -

    The Remember Me option works in two distinct ways, based on your mobile device’s capabilities. To use the feature:

    1. Open the RBFCU Mobile app and enter your username and password.
    2. Before you tap the “Sign In” button, toggle the “Remember Me” button under the password field to "on."

    If your device has both face/fingerprint (biometric) and passcode locks, enabling Remember Me will store your username and password, and allow you to use biometric options or your passcode when signing in.

    If your device has a passcode lock only, and is not compatible with biometrics, enabling Remember Me will only store your username. You will still have to enter your password each time you sign in.

    Once you enable Remember Me within the app, you will be prompted to sign in with your username and password at least once to verify. Your credentials will be captured, and you can sign in using a biometric option or password next time you sign in.

    Remember Me option in RBFCU Mobile app:
    "Remember Me" option on RBFCU Mobile app

    Biometric options on Android device:
    Biometric options on Android device

    Apple device with Touch ID:
    Apple device with fingerprint option

    Apple device with Face ID:
    Apple device with face option

  • How do I update the RBFCU Mobile app to the latest version?
    + -

    Image of the RBFCU Mobile app in the App Store on an iPhone screen, with an Update button to update the app. To update the RBFCU Mobile app to the latest version:

    1. Go to the RBFCU Mobile app listing in the Apple App Store or Google Play Store on your phone.
    2. If you see an “Update” button, your app needs to be updated to the latest version.
    3. Tap the button to update.

    To run the latest version of the RBFCU Mobile app, Apple devices require iOS 11.0 or later, and Android devices require Android 5.0 or later.

  • How long can I view my Mobile Deposit history?
    + -

    Deposit history is maintained for 18 months. For deposit history more than 18 months old, send us a secure message from your Online Banking account requesting the information you need.

  • How long do I have to accept an incoming transfer?
    + -

    You only need to accept the first incoming transfer to acknowledge the funds will be received to the default account. You then have two days to accept the transfer before the request will expire. After the first text is replied to, the member will receive text alerts notifying them of the transfer but will not have to perform any action to receive the funds.

  • How long does it take for an online payment to reach a biller with Bill Pay?
    + -

    We recommend scheduling your payments to be made at least 5 business days prior to the actual payment due date on the bill. Scheduling your payments sufficiently in advance of the due date allows enough time for the biller to receive the payment and credit to your account.

  • How many checks can be included in one deposit? Can multiple deposits be submitted each day?
    + -

    Up to 999 checks can be included in one deposit and multiple deposits can be submitted as long as the accumulated dollar amount of the deposit(s) does not exceed the daily deposit limit.

  • How many transfers can I make each month?
    + -

    You can make unlimited transfers from your savings or checking account each month. However, only six transfers per month can be made from your Money Market account.

  • How much does a Same Day Bill Pay cost?
    + -

    The cost for a Same Day Bill Pay transaction is $12. Using this convenient service can help you avoid more costly fees from other service providers. However, not all payees offer Same Day Bill Pay. If a payee offers it, it will display as “Rush Delivery” in the payee’s area of Bill Pay in your Online Banking account.

  • How much is the Mobile Deposit limit?
    + -

    The default daily deposit limit is $5,000. If you need to request a temporary limit increase, please contact our Member Service Center at 210-945-3300.

  • How will I access my Bill Pay profile?
    + -

    To access your Bill Pay information:

    1. Sign in to your Online Banking account and select “Move Money.”
    2. Under “Payments and Bills,” select “Pay Bills.”
    3. In the “Account Number” field, select the appropriate account.
    4. After reading the Terms and Conditions, select the “I agree to the Terms and Conditions” box.
    5. Click “Enroll.”
    6. If you get the “Help us protect you” dialogue box, select email or text to receive the temporary code. After you get the code, enter it in the box and click “Verify Code.”
    7. On the “Take care of your bills in 3 easy steps” screen, add or update the appropriate information.
  • I am receiving an error message. Why am I unable to complete my transfer?
    + -

    Please check to ensure the transfer details were entered correctly. If you’re still unable to complete the transfer, please contact a Member Service Representative through chat or secure message in your Online Banking account, or call 210-945-3300.

  • I am trying to scan the back of my check and continue to receive an "Image Quality Error, Image Too Light." What can I do?
    + -

    Ensure you have properly endorsed the check. If not, delete the back image of the check, endorse the item and rescan. If you have the proper endorsement on the check, it is possible your device is not detecting the whole check. You can try adjusting the light or drawing dots on each corner of the check.

  • I enrolled in electronic bill pay. Why do I see two deposits in my account for less than $1?
    + -

    When adding another RBFCU account in Bill Pay, test deposits will be deposited into your account in order to confirm functionality. The deposits will be from “Checkfree Webpay Acct Confm.”

  • I have fingerprint or face sign-in enabled. Why isn't my biometric option working?
    + -

    Some Android devices have both fingerprint and face sign-in options and require users to enable both for biometric sign-in to work. If your device offers both options, please close the RBFCU Mobile app, make sure both are set up properly in your device's “Settings,” open the RBFCU Mobile app and try enabling biometric sign-in again.

  • I set up my electronic bill pay request before the bill date, but my bill was still late. Why did this happen?
    + -

    If the company or person you want to pay does not accept electronic payments, electronic bill pay will print a check and mail it for you. This process typically takes three to five business days.

    If a payment is late, we recommend calling the biller’s customer service department and asking to have the late fee or finance charge waived.

  • I synced my contacts to the RBFCU Mobile app and I want to remove them. How can I remove my contacts?
    + -

    Go to your phone settings > Privacy > Contacts and turn off the contacts for the RBFCU Mobile app.

  • I tried the new RBFCU Mobile app, but went back to the old one. Has it improved?
    + -

    The new RBFCU Mobile app was introduced to members in early 2020, and since then, we’ve made weekly updates that fix issues that you’ve reported, add features that you’ve said you missed, improve performance and enhance the overall member experience.

    If you experience issues with the new RBFCU Mobile app, please email mobileapp@rbfcu.org for assistance. You can also check our Mobile App Troubleshooting page for answers to common questions.

  • If I use biometrics (fingerprint or face) to sign in to the RBFCU Mobile app, will I have to enter my password?
    + -

    No. If you’ve enabled “Remember Me” to use biometrics to sign in to the RBFCU Mobile app, you do not need to enter your password each time you sign in.

  • If my Samsung device is lost or was stolen and I want to delete my card, what should I do?
    + -

    If you believe your device or Samsung Pay information has been lost, stolen or compromised in any way, call RBFCU Member Services immediately at the number on the back of your card.

  • Is Apple Pay free?
    + -

    There is no charge from RBFCU to use Apple Pay. However, message and data rates may apply from your wireless provider, depending on your data plan.

  • Is Apple Pay more secure than my traditional card?
    + -

    Apple Pay provides a more private way to pay. By using Apple Pay technology, you obscure your card number when you make a payment. Apple Pay doesn’t store your credit or debit card number on the device, so your information (including name, card number and security code) are not passed to the merchant where you make your purchase.

    However, you still have the benefit of the guarantees related to your RBFCU cards, including Courtesy Pay (debit) and fraud monitoring.

  • Is Samsung Pay free?
    + -

    RBFCU does not charge a fee for members to use Samsung Pay; however, message and data rates may apply from your wireless provider, depending on your data plan.

  • Is Samsung Pay more secure than my traditional card?
    + -

    Samsung Pay provides a more private way to pay. By using Samsung Pay technology, you obscure your card number when you make a payment. Samsung Pay doesn't store your card number on the device or on Samsung servers, or share your information with the merchant when you make a purchase.

  • Is there a charge for electronic bill pay?
    + -

    No, it is a free service.

  • Is there a limit to the number of bills I can pay with Bill Pay?
    + -

    No. You may pay as many bills as you want.

  • Is there a maximum amount I can transfer to other RBFCU account holders?
    + -

    There is no limit on the amount you can transfer to other RBFCU account holders, as long as you stay within your available balance.

  • My Apple device is lost or was stolen and I want to delete my card. What should I do?
    + -

    If you believe your device or Apple Pay information has been lost, stolen or compromised in any way, call RBFCU Member Services immediately at the number on the back of your card.

    For iPhone or iPad, you can go to the Find My iPhone app to temporarily suspend or permanently remove the ability to make payments from your device, even if your device is offline. If you suspend your card(s) using Find My iPhone, you can reactivate your Card(s) simply by unlocking your device and entering your Apple ID “Passcode” when prompted. For any supported Apple device, you can always go to https://www.icloud.com/#settings, choose the applicable device and delete your Card(s).

  • The time on my computer and the time on my Mobile Deposit do not match. Is something wrong?
    + -

    The time stamp on the deposits is in Eastern Standard Time. Your computer or device will reflect the time zone where you reside.

  • What are 'Favorites' and how do I set one up?
    + -

    If you regularly transfer money to another RBFCU account, you can designate that account as one of your Favorites by giving it a “Nickname” and saving it for later. Favorites appear in the “To” drop-down under “Make/Schedule Transfer” for easy selection next time you make a transfer.

    To set up a Favorite, sign in to your Online Banking account on rbfcu.org, select “Move Money,” then “Transfer Money.” Select the “Add to Favorites List” option on the right side of the page. Add the “Account number” and “Nickname,” and click “Submit.”

    To set up a Favorite on the RBFCU Mobile app, sign in and tap “Move Money,” then “Transfer/Send Money.” Choose “Send Money to Someone Else,” tap “Account,” then “Add Other Account” and enter the account details. Check the “Add to Favorites” box to save it.

  • What are the minimum system requirements necessary to use Mobile Deposit?
    + -

    The minimum supported environments include:

    • Microsoft Edge (latest two versions)
    • Firefox (latest two versions)
    • Chrome (latest two versions) 
    • Safari (latest two versions)
    • High Speed Internet Connection
  • What fees are charged to use Mobile Deposit services?
    + -

    Members can enjoy the convenience of Mobile Deposit without incurring a fee from the credit union.

  • What happens if I exceed six transfers from my Money Market account per month?
    + -

    Convenience transfers — those made via your Online Banking account or over the phone — from a Money Market account are limited to six per month. After the sixth transfer, you may make additional transfers in person at a local branch.

  • What if I accidentally transfer funds to the wrong account?
    + -

    Please contact a Member Service Representative through chat or secure message in your Online Banking account, or call 210-945-3300.

  • What is a lock screen?
    + -

    A lock screen is a passcode, finger-swipe pattern, face or fingerprint used to access your phone when the screen goes into a dark or locked state.

  • What is 'Quick Balance' and how do I enable it on the RBFCU Mobile app?
    + -

    Quick Balance is a feature that allows you to see limited information about your account — like your account's nickname and current balance — at a glance on the RBFCU Mobile app sign-in page, without signing in to the app.

    However, you must sign in to the RBFCU Mobile app at least once to activate Quick Balance.

    To enable the Quick Balance option in the RBFCU Mobile app:

    1. Open the RBFCU Mobile app and, before you sign in, look for “Quick Balance” at the bottom of the sign-in screen.
    2. Tap “Quick Balance” to bring up the feature. Tap the “Settings” (gear) icon on the right to open the Settings on your phone.
    3. In the RBFCU Mobile app settings, turn the toggle switch next to “Quick Balance” to the “on” position.

    You can also enable the Quick Balance option by going directly to your phone’s Settings, and updating the settings for the RBFCU Mobile app.

    Please note: Anyone who uses your mobile device will be able to see your account balances when Quick Balance is enabled.

  • What should I do with the check once it has been scanned?
    + -

    Store your check(s) in a safe place until you receive confirmation via the deposit history in your Online Banking account that your deposit has been accepted, and then destroy the check by shredding or another commercially acceptable means of data destruction.

  • What type of accounts can I make a Mobile Deposit into?
    + -

    You can complete a Mobile Deposit to any checking or savings account.

  • What's happening to the old RBFCU Mobile app?
    + -

    Starting Tuesday, Nov. 9, 2021, you will no longer be able to use the old version of the RBFCU Mobile app.

    This means you will need to download the new RBFCU Mobile app to continue banking with RBFCU from an app. Your information always remains secure with the new RBFCU Mobile app, and with the old version until it is discontinued.

    RBFCU is no longer making updates to the old mobile app. As operating system upgrades are released for your smartphone, the old app’s functionality may be impacted and will not be supported.

  • When will my deposit be credited to my account?
    + -

    Mobile Deposits submitted between 7 a.m. and 7 p.m. Monday through Friday, and from 8:30 a.m. until 4:15 p.m. on Saturday (Central Time) on days the credit union is open should be credited on the same business day. Deposits scanned after those times should be credited on the next business day. There could be times that the program may flag a deposit for manual review and release by credit union personnel (i.e., image is not clear when received at the credit union). If this happens, you will see the deposit under the Deposit History tab in your Online Banking account as “Submitted Deposit” and you will not see the deposit reflected in your account until credit union personnel have an opportunity to review and release the deposit. The manual review process should happen the same business day, or the next business day at the latest.

  • When will my transfer occur if the date falls on a Sunday or a non-business day?
    + -

    All transfers will occur on the day for which they are scheduled, even on weekends or holidays. Automated Clearing House (ACH) transactions will only occur on weekdays (Monday through Friday), except for holidays.

  • Where is my 'Favorites' list?
    + -

    When using Move Money to “Transfer/Send Money” to someone else in the RBFCU Mobile app, choose the “Account” option. Your Favorites will be listed in the “To” drop-down for easy access when setting up a transfer.

    To view and manage your Favorites from your computer, sign in to your Online Banking account, select “Transfer Money” from the Move Money menu, and click “Manage Favorites List” on the right side of the page.

  • Where is the widget for the RBFCU Mobile app? How do I install it?
    + -

    The widget for the RBFCU Mobile app for both Android and Apple devices is still in development and will be included in a future release.

  • Who is eligible for Mobile Deposit? How do I know if I am eligible?
    + -

    To check if you are eligible for Mobile Deposit, sign in to your Online Banking account. On the “Account Summary” page, click on the “I Want To...” drop-down menu (three vertical dots to the right of your account's name). Members who meet the requirements will see “Mobile Deposit” listed.

    Members can also see if they qualify by going to their “My Profile” icon in the top right corner of the page. There, members will select the “Member Services” link. Under the “Mobile Deposit” section, members will see if they are eligible to make deposits online.

  • Why am I getting a warning message saying my device does not have a lock screen?
    + -

    A lock screen is a passcode, finger-swipe pattern, face or fingerprint used to access your phone when the screen goes into a dark or locked state.

    App developers have to comply with increasing security standards required by mobile device operating systems. To meet these new requirements and because the RBFCU Mobile app allows access to your financial information, we require members to use a lock screen in conjunction with the app’s built-in security features in order to keep your data as secure as possible.

    If your device doesn’t have a lock screen enabled, you’ll receive an error message when trying to use certain features in the RBFCU Mobile app. To enable a lock screen on your device:

    1. Open “Settings” on your device, and set a passcode, finger-swipe pattern, face or fingerprint that will be used to access your device when it’s locked.
    2. Restart your device.
    3. When your device restarts, you’ll be prompted to enter your new authentication to unlock it.
    4. Open the RBFCU Mobile app.
    5. Click on “Profile Settings.” If you’re able to access this screen, you’re all set!

    If you need further assistance enabling a lock screen on your device, click here for Apple instructions and click here for Android instructions.

    Where to set up a lock screen on an Apple device:
    Where to set up a lock screen on an Apple device

    Where to set up a lock screen on an Android device:
    Where to set up a lock screen on an Android device

  • Why did a transfer automatically go into account xxxx?
    + -

    Default accounts are picked based on the member’s most used account. If you’d like to change your default account, sign in to your Online Banking account or the RBFCU Mobile app, select the “My Profile” icon in the top right corner of the screen and select “Update” under “Account Settings.” Toggle the “Receive funds from other RBFCU members” option to on (green) for your preferred default account.

    If you accept funds from a sender before making this change, you can perform a transfer using Move Money’s “Send Money to Myself” option to move the funds to the correct account.

  • Why do I need to enable a lock screen on my phone or tablet to access the RBFCU Mobile app?
    + -

    App developers have to comply with increasing security standards required by mobile device operating systems. To meet these new requirements and because the RBFCU Mobile app allows access to your financial information, we now require members to use a lock screen in conjunction with the app’s built-in security features in order to keep your data as secure as possible.

  • Why was I signed out of the RBFCU Mobile app?
    + -

    To ensure your account remains secure, you will be automatically signed out of the RBFCU Mobile app after 10 minutes of inactivity. To resume access to your account, simply sign in to the app again.

  • Will the joint account owner be able to access the Bill Pay profile?
    + -

    The Bill Pay profile is only linked to the primary account owner. A joint owner will not be able to access the Bill Pay profile through their own sign-in credentials. However, they may set up a separate Bill Pay profile if they need to control certain bills.

 

EMAIL & TEXT ALERTS

  • Am I getting charged every time I receive an Alert?
    + -

    Alerts are a free service provided by RBFCU. We will not charge you for Alerts and you can set up as many as you wish. However, if you choose mobile/text Alerts, you may be charged additional fees by your mobile service provider.

  • How do I turn off a text or email alert on my account?
    + -

    To manage your account alerts:

    1. Sign in to your Online Banking account.
    2. Click on the “View Services” tab.
    3. Under the “Set Alerts” section, select an option (e.g., "Account & Loan Alerts," "Card Alerts" or "Other Alerts") to set your alert preferences.

 

RBFCU BILL PAY™

  • Can I add more than one checking account in Bill Pay?
    + -

    To manage your checking accounts or add another account to Bill Pay:

    1. Sign in to your Online Banking account.
    2. Click on the “Move Money” tab.
    3. Under “Payment and Bills,” click on “Pay Bills.”
    4. Click on the “Accounts” tab.
    5. To add or modify accounts, complete the appropriate fields.
  • How can I cancel Bill Pay?
    + -

    An RBFCU representative can cancel your Bill Pay profile. Please contact a representative at 210-945-3300 to speak with Online Banking services.

  • How can I enroll in Bill Pay?
    + -

    To access your Bill Pay information:

    1. Sign in to your Online Banking account and select “Move Money.”
    2. Under “Payments and Bills,” select “Pay Bills.”
    3. In the “Account Number” field, select the appropriate account.
    4. After reading the Terms and Conditions, select the “I agree to the Terms and Conditions” box.
    5. Click “Enroll.”
    6. If you get the “Help us protect you” dialogue box, select email or text to receive the temporary code. After you get the code, enter it in the box and click “Verify Code.”
    7. On the “Take care of your bills in 3 easy steps” screen, add or update the appropriate information.
  • How long does it take for an online payment to reach a biller with Bill Pay?
    + -

    We recommend scheduling your payments to be made at least 5 business days prior to the actual payment due date on the bill. Scheduling your payments sufficiently in advance of the due date allows enough time for the biller to receive the payment and credit to your account.

  • How much does a Same Day Bill Pay cost?
    + -

    The cost for a Same Day Bill Pay transaction is $12. Using this convenient service can help you avoid more costly fees from other service providers. However, not all payees offer Same Day Bill Pay. If a payee offers it, it will display as “Rush Delivery” in the payee’s area of Bill Pay in your Online Banking account.

  • How will I access my Bill Pay profile?
    + -

    To access your Bill Pay information:

    1. Sign in to your Online Banking account and select “Move Money.”
    2. Under “Payments and Bills,” select “Pay Bills.”
    3. In the “Account Number” field, select the appropriate account.
    4. After reading the Terms and Conditions, select the “I agree to the Terms and Conditions” box.
    5. Click “Enroll.”
    6. If you get the “Help us protect you” dialogue box, select email or text to receive the temporary code. After you get the code, enter it in the box and click “Verify Code.”
    7. On the “Take care of your bills in 3 easy steps” screen, add or update the appropriate information.
  • I enrolled in electronic bill pay. Why do I see two deposits in my account for less than $1?
    + -

    When adding another RBFCU account in Bill Pay, test deposits will be deposited into your account in order to confirm functionality. The deposits will be from “Checkfree Webpay Acct Confm.”

  • I set up my electronic bill pay request before the bill date, but my bill was still late. Why did this happen?
    + -

    If the company or person you want to pay does not accept electronic payments, electronic bill pay will print a check and mail it for you. This process typically takes three to five business days.

    If a payment is late, we recommend calling the biller’s customer service department and asking to have the late fee or finance charge waived.

  • Is there a charge for electronic bill pay?
    + -

    No, it is a free service.

  • Is there a limit to the number of bills I can pay with Bill Pay?
    + -

    No. You may pay as many bills as you want.

  • Will the joint account owner be able to access the Bill Pay profile?
    + -

    The Bill Pay profile is only linked to the primary account owner. A joint owner will not be able to access the Bill Pay profile through their own sign-in credentials. However, they may set up a separate Bill Pay profile if they need to control certain bills.

 

ONLINE DEPOSIT & RBFCU MOBILE DEPOSIT™

  • Can any type of check be scanned for Mobile Deposit?
    + -

    You can only scan single-party domestic checks made payable to the owner(s) of the account.

    Some other options that are not eligible for Mobile Deposit include savings bonds, foreign checks, third-party checks, checks written to you from another account of yours at RBFCU, items stamped with “non-negotiable,” incomplete checks, stale-dated or post-dated checks, checks that contain evidence of alteration, checks purported to be a lottery or prize winnings, and checks previously submitted for deposit.

  • Can I request to increase my daily/monthly Mobile Deposit limit?
    + -

    Yes, you can contact our Member Service team to request an account review if you need a temporary increase to your current Mobile Deposit limit.

  • Do I need to include a deposit slip with my check when using Mobile Deposit?
    + -

    No. The Mobile Deposit program generates an electronic record with each deposit.

  • How do I access Mobile Deposit from the RBFCU Mobile app?
    + -

    To access Mobile Deposit, sign in to the RBFCU Mobile app, then choose the “Mobile Deposit” icon in the bottom menu. From there, the app will guide you through each step of the Mobile Deposit process.

  • How do I deposit checks with a digital camera?
    + -

    To deposit checks with a digital camera:

    1. Sign in to your Online Banking account and select the appropriate account.
    2. Click on the three vertical dots and select “Mobile Deposit” from the “I Want To...” menu.
    3. If needed, read the “Registration” instructions and select “I Agree,” then click “Continue.”
    4. Using a digital camera, take a picture of the front and back of the check and download images to your device.
    5. Enter the appropriate information and click “Load” to upload the file.
    6. Select “Submit.”
  • How do I deposit checks with a scanner?
    + -

    To deposit checks with a scanner:

    1. Sign in to your Online Banking account and select the appropriate account.
    2. Click on the three vertical dots and select “Mobile Deposit” from the “I Want To…” menu.
    3. If needed, read the “Registration” instructions and select “I Agree,” then click “Continue.”
    4. Using a scanner, make scans of the front and back of the check.
    5. Enter the appropriate information and click “Load” to upload the file.
    6. Select “Submit.”
  • How do I deposit checks with my smartphone or tablet?
    + -
    1. Sign in to the RBFCU Mobile app, and tap "Mobile Deposit" at the bottom of the screen.
    2. Endorse your check by signing your name on the back, then add "For mobile deposit only," your account number and the date.
    3. Using the drop-down menu at the top of the screen, select the account where you’d like to deposit the check.
    4. Tap the "Front" and "Back" camera icons to take photos of the front and back of the check using your mobile device’s camera, and follow the prompts.
    5. Once you've taken photos of the check, make sure that the deposit amount shown in the app matches the amount written on your paper check.
    6. Click “Submit” to complete your deposit. Typically, you should see the funds in your account right away.
  • How do I get a copy of my Mobile Deposit?
    + -

    To view processed a Mobile Deposit:

    1. Sign in to your Online Banking account.
    2. Under “View Accounts,” click the three vertical dots for the desired account.
    3. From the “I Want To…” menu, select “Mobile Deposit.”
    4. On the Mobile Deposit screen, select the “Deposit History” (folder) icon.
    5. Select the PDF icon to the right of the deposit you wish to review.
  • How long can I view my Mobile Deposit history?
    + -

    Deposit history is maintained for 18 months. For deposit history more than 18 months old, send us a secure message from your Online Banking account requesting the information you need.

  • How many checks can be included in one deposit? Can multiple deposits be submitted each day?
    + -

    Up to 999 checks can be included in one deposit and multiple deposits can be submitted as long as the accumulated dollar amount of the deposit(s) does not exceed the daily deposit limit.

  • How much is the Mobile Deposit limit?
    + -

    The default daily deposit limit is $5,000. If you need to request a temporary limit increase, please contact our Member Service Center at 210-945-3300.

  • I am trying to scan the back of my check and continue to receive an "Image Quality Error, Image Too Light." What can I do?
    + -

    Ensure you have properly endorsed the check. If not, delete the back image of the check, endorse the item and rescan. If you have the proper endorsement on the check, it is possible your device is not detecting the whole check. You can try adjusting the light or drawing dots on each corner of the check.

  • The time on my computer and the time on my Mobile Deposit do not match. Is something wrong?
    + -

    The time stamp on the deposits is in Eastern Standard Time. Your computer or device will reflect the time zone where you reside.

  • What are the minimum system requirements necessary to use Mobile Deposit?
    + -

    The minimum supported environments include:

    • Microsoft Edge (latest two versions)
    • Firefox (latest two versions)
    • Chrome (latest two versions) 
    • Safari (latest two versions)
    • High Speed Internet Connection
  • What fees are charged to use Mobile Deposit services?
    + -

    Members can enjoy the convenience of Mobile Deposit without incurring a fee from the credit union.

  • What should I do with the check once it has been scanned?
    + -

    Store your check(s) in a safe place until you receive confirmation via the deposit history in your Online Banking account that your deposit has been accepted, and then destroy the check by shredding or another commercially acceptable means of data destruction.

  • What type of accounts can I make a Mobile Deposit into?
    + -

    You can complete a Mobile Deposit to any checking or savings account.

  • When will my deposit be credited to my account?
    + -

    Mobile Deposits submitted between 7 a.m. and 7 p.m. Monday through Friday, and from 8:30 a.m. until 4:15 p.m. on Saturday (Central Time) on days the credit union is open should be credited on the same business day. Deposits scanned after those times should be credited on the next business day. There could be times that the program may flag a deposit for manual review and release by credit union personnel (i.e., image is not clear when received at the credit union). If this happens, you will see the deposit under the Deposit History tab in your Online Banking account as “Submitted Deposit” and you will not see the deposit reflected in your account until credit union personnel have an opportunity to review and release the deposit. The manual review process should happen the same business day, or the next business day at the latest.

  • Who is eligible for Mobile Deposit? How do I know if I am eligible?
    + -

    To check if you are eligible for Mobile Deposit, sign in to your Online Banking account. On the “Account Summary” page, click on the “I Want To...” drop-down menu (three vertical dots to the right of your account's name). Members who meet the requirements will see “Mobile Deposit” listed.

    Members can also see if they qualify by going to their “My Profile” icon in the top right corner of the page. There, members will select the “Member Services” link. Under the “Mobile Deposit” section, members will see if they are eligible to make deposits online.

 

MOVE MONEY

  • What if I accidentally transfer funds to the wrong account?
    + -

    Please contact a Member Service Representative through chat or secure message in your Online Banking account, or call 210-945-3300.

  • How many transfers can I make each month?
    + -

    You can make unlimited transfers from your savings or checking account each month. However, only six transfers per month can be made from your Money Market account.

  • Is there a maximum amount I can transfer to other RBFCU account holders?
    + -

    There is no limit on the amount you can transfer to other RBFCU account holders, as long as you stay within your available balance.

  • Can I change or delete a 'Favorite'?
    + -

    To edit or delete a Favorite, sign in to your Online Banking account on rbfcu.org, select the “Move Money” menu, then “Transfer Money.” Then, click on “Manage Favorites List” on the right side of the page, and choose an account to edit its Nickname, or check the box next to “Delete” to remove it from your Favorites list.

    Currently, this feature is only available through Online Banking on rbfcu.org, but we are working to add it to the RBFCU Mobile app.

  • When will my transfer occur if the date falls on a Sunday or a non-business day?
    + -

    All transfers will occur on the day for which they are scheduled, even on weekends or holidays. Automated Clearing House (ACH) transactions will only occur on weekdays (Monday through Friday), except for holidays.

  • I am receiving an error message. Why am I unable to complete my transfer?
    + -

    Please check to ensure the transfer details were entered correctly. If you’re still unable to complete the transfer, please contact a Member Service Representative through chat or secure message in your Online Banking account, or call 210-945-3300.

  • Can I schedule a recurring transfer within my account or to another RBFCU account holder?
    + -

    Yes. To set up a recurring transfer to one of your other accounts or any other RBFCU account, sign in to your Online Banking account on rbfcu.org, select the “Move Money” menu, then “Transfer Money” to create a new transfer. Complete the transfer details and select “Recurring” as the “Transfer Type.” You’ll be given options to add a “Start Date,” “Frequency” and “Amount” for the recurring transfer.

    To set up a recurring transfer in the RBFCU Mobile app, sign in and tap “Move Money,” then “Transfer/Send Money.” Select whether you’d like to send money to “Myself” or “Someone Else.” Complete the transfer details, and tap “Schedule for Future.” Then, you’ll be given options to choose a transfer “Frequency,” “Start Date” and “End Date” to set up a recurring transfer.

  • Can I transfer to an account at another financial institution?
    + -

    Yes. If you’re transferring funds to another person’s account, you will need the account holder’s name, their account number, their financial institution’s routing number and their account type to complete the transfer details.

    To set up a transfer to an external account on your computer, sign in to your Online Banking account on rbfcu.org, select the “Move Money” menu, then “Transfer Money” to create a new transfer. Select “Outside RBFCU” as the “Transfer Type” to set up an electronic funds transfer to another financial institution.

    To set up a transfer to a non-RBFCU account in the RBFCU Mobile app, sign in and tap “Move Money,” then “Transfer/Send Money.” If you choose to “Send Money to Myself,” tap “Add Other Account” to add an external account. If you choose “Send Money to Someone Else,” first tap “Account,” then “Add Other Account” to set up a transfer to another financial institution. If you send to this account frequently, check the “Add to Favorites” box to save it for next time.

  • What are 'Favorites' and how do I set one up?
    + -

    If you regularly transfer money to another RBFCU account, you can designate that account as one of your Favorites by giving it a “Nickname” and saving it for later. Favorites appear in the “To” drop-down under “Make/Schedule Transfer” for easy selection next time you make a transfer.

    To set up a Favorite, sign in to your Online Banking account on rbfcu.org, select “Move Money,” then “Transfer Money.” Select the “Add to Favorites List” option on the right side of the page. Add the “Account number” and “Nickname,” and click “Submit.”

    To set up a Favorite on the RBFCU Mobile app, sign in and tap “Move Money,” then “Transfer/Send Money.” Choose “Send Money to Someone Else,” tap “Account,” then “Add Other Account” and enter the account details. Check the “Add to Favorites” box to save it.

  • I synced my contacts to the RBFCU Mobile app and I want to remove them. How can I remove my contacts?
    + -

    Go to your phone settings > Privacy > Contacts and turn off the contacts for the RBFCU Mobile app.

  • How long do I have to accept an incoming transfer?
    + -

    You only need to accept the first incoming transfer to acknowledge the funds will be received to the default account. You then have two days to accept the transfer before the request will expire. After the first text is replied to, the member will receive text alerts notifying them of the transfer but will not have to perform any action to receive the funds.

  • Why did a transfer automatically go into account xxxx?
    + -

    Default accounts are picked based on the member’s most used account. If you’d like to change your default account, sign in to your Online Banking account or the RBFCU Mobile app, select the “My Profile” icon in the top right corner of the screen and select “Update” under “Account Settings.” Toggle the “Receive funds from other RBFCU members” option to on (green) for your preferred default account.

    If you accept funds from a sender before making this change, you can perform a transfer using Move Money’s “Send Money to Myself” option to move the funds to the correct account.

  • Where is my 'Favorites' list?
    + -

    When using Move Money to “Transfer/Send Money” to someone else in the RBFCU Mobile app, choose the “Account” option. Your Favorites will be listed in the “To” drop-down for easy access when setting up a transfer.

    To view and manage your Favorites from your computer, sign in to your Online Banking account, select “Transfer Money” from the Move Money menu, and click “Manage Favorites List” on the right side of the page.

 

STAR PROGRAM HELP FOR PARENTS

  • Can I modify the interest rate on my child's existing loan?
    + -

    No.

  • Can I modify the interest rate on my child's future loans?
    + -

    Yes. This change will not apply to loans in progress or loans submitted prior to the interest rate modification. To change the interest rate on an existing loan request, change the interest rate, deny the loan request and ask your child to resubmit it.

    To modify the interest rate for your child’s future loans:

    1. Sign in to Online Banking and open the STAR program window. Select the three vertical dots at the top of the screen.
    2. Select “Loan interest rate,” and then select the interest rate you’d like to apply to all future loans granted to your child.
    3. Select “Submit.”
    4. You’ll receive a prompt reading: “Are you sure you want to change the interest rate?” Select “Yes” to finalize the request. If you’d like to see how the new interest rate will affect future loan requests, select “loan calculator” to use RBFCU’s loan payment calculator.
  • Can I see STAR transactions in Online Banking?
    + -

    Yes. All STAR transactions will be posted to the associated parent and child accounts with the transaction description “STAR transfer.”

  • Can I use STAR if I care for a child, but I'm not their parent?
    + -

    Yes. If you are a joint account owner on the child’s account, you can use the STAR program. Please refer to “What is required in order for my child(ren) and I to enroll in the STAR program?” for additional information.

  • Can I use the STAR program to pay my child an allowance?
    + -

    Yes. The STAR program allows you to pay your child’s allowance by setting up a recurring transfer from your account to theirs.

  • Can I, or RBFCU, cancel my child's STAR loan?
    + -

    No. Once you have approved your child’s STAR loan request and the funds have been transferred, it can’t be canceled.

  • Can my child have more than one loan at a time?
    + -

    No. Each loan must be paid in full before your child can request a new one.

  • Do I need an RBFCU account for my child to use the STAR program?
    + -

    Yes. Both you and your child(ren) must have an RBFCU account to use the STAR program. Please refer to “What is required in order for my child(ren) and I to enroll in the STAR program?” for additional information.

  • Does my child need an RBFCU account to enroll in STAR?
    + -

    Yes. You can visit any RBFCU branch or call 210-945-3300 to open an account.

  • How do change the accounts linked to the STAR program for myself and my child?
    + -

    To change your linked account:

    1. Sign in to Online Banking and open the STAR program window.
    2. Select the settings wheel menu at the top of the page.
    3. Select “Change associated parent account.”
    4. From the drop-down list, select your preferred transfer account.
    5. Select “Submit,” and “Yes” when prompted: “Are you sure you want to change the associated account?”

    To change your child’s linked account, please refer to “How do I change my child’s linked account?”

  • How do I add my child to the STAR program?
    + -

    If you’re registered, here are the steps:

    1. Sign in to your Online Banking account and open the STAR program window.
    2. Once you have reached the STAR enrollment page, select the “Add Child” button. You’ll be prompted to select the child from a list of all minor accounts on which you’re a joint owner.

    If you’re not already registered, see “How do I enroll in the STAR program?”

  • How do I assign a task to my child?
    + -

    To assign a task to your child:

    1. Sign in to your Online Banking account, open the STAR program window and select your child’s name. This will open their STAR profile.
    2. Select the “Tasks” tab.
    3. Select “Assign Task”. Select a task from the drop-down list, or enter your own custom task and select an accompanying image.
    4. In the “Amount Paid” field, enter the amount you’d like to pay your child for completing this task.
    5. In the “Due Date” field, enter the date by which you’d like your child to complete this task.
    6. If you’d like to make this task recurring, select the “Recurring Task” button, and pick a frequency and end date for the recurring task, if applicable.
    7. Select “Submit” when you’re ready to assign the task to your child.
  • How do I change my child's linked account?
    + -

    To change the account your child uses for the STAR program:

    1. Sign in to Online Banking and open the STAR program window.
    2. Select the child’s profile for which you’d like to change the linked account.
    3. Select “Change Linked Child Account” from the three vertical dots menu at the top of the page.
    4. In the “Select Account” field, select the account you’d like your child to use with the STAR program. This will be the account that receives transfers for completing tasks, allowance and grades, and the account that sends transfers for payments on loans.
    5. Select “Submit,” and “Yes” when prompted “Are you sure you want to change the associated account?”
  • How do I check the balance on the account I use with the STAR program?
    + -

    To view available balances on all of your RBFCU accounts:

    1. Sign in to Online Banking and open the STAR program window.
    2. Select the settings wheel menu at the top of the page.
    3. Select “Balance inquiry.”
  • How do I create/update my child's budget?
    + -

    To set a budget with your child:

    1. Sign in to Online Banking and open the STAR program window.
    2. Select the child’s profile for which you’d like to create or update a monthly budget.
    3. On the “Overview” tab, select “Create/Update budget.”
    4. With your child, enter their total deposits, expenses, short-term savings, long-term savings, charitable giving and spending goals for the month.
    5. Once complete, select “Submit.”
  • How do I enroll in the STAR program?
    + -

    To enroll in the STAR program:

    1. Sign in to your Online Banking account or the RBFCU Mobile app, and scroll to the bottom of the Accounts Summary page. Next to the STAR program, select “learn more,” which will open a new window.
    2. Complete the “User Registration Detail” field with your name, your preferred account and your preferred phone number for notifications. Select “Submit.”
    3. Read and agree to the RBFCU STAR Agreement and Disclosure and the COPPA Privacy Policy, then select “Submit” to complete registration.
  • How do I enroll my child in the STAR program?
    + -

    Once you’ve registered for the STAR program, you’ll be given the option to register your child. To enroll your child in the STAR program:

    1. Select the child you’re enrolling. All minor accounts for which you’re a joint owner will be available for you to choose from.
    2. Select which of your child’s accounts you would like the STAR program to use for making transfers in the “Select child’s account” field.
    3. Your child’s birthday will auto-populate in the “Birthday” field from our records.
    4. You may select an avatar image for your child at this time. You and your child will have the option to change it at any time.
    5. Once all information is complete, select “Submit – complete registration.”
    6. If you have additional children you’d like to enroll in the STAR program, select “Submit – Add another child.” Repeat steps 1-5 until all of your children are registered. There is no limit on how many children you can enroll.
  • How do I make transfers with the STAR program?
    + -

    To make transfers with the STAR program:

    1. Sign in to Online Banking and open the STAR program window.
    2. Select the settings wheel menu at the top of the page.
    3. Select “Transfer money.”
    4. In the “From Account” field, select the account you’d like to make the transfer from.
    5. In the “To Account” field, select the account you’d like to make the transfer to.
    6. In the “Transfer amount($)” field, enter the amount you’d like to transfer.
    7. Select “Submit”, and “Yes” to confirm the transfer.
  • How do I reassign a task to a different child?
    + -

    To reassign a task:

    1. Sign in to Online Banking and open the STAR program window.
    2. Select the child’s profile from which you’d like to reassign a task.
    3. Select the “Tasks” tab.
    4. Select the task you’d like to reassign.
    5. Select the three vertical dots at the top of the task page, then select “Switch Assigned Task.”
    6. In the “Select a child” field, select the child you’d like to switch the assigned task to.
    7. Select “Submit.”
  • How do I register my child for their own Online Banking credentials?
    + -

    Typically, Online Banking is set up for all new members at the time the account is opened. If this is not the case, and your child has an account but needs to register for Online Banking credentials, please visit an RBFCU branch or call 210-945-3300 to register.

  • How do I remove my child's STAR profile?
    + -

    To remove your child’s STAR profile:

    1. Sign in to Online Banking and open the STAR program window.
    2. Select the child’s profile that you’d like to remove.
    3. Select “Remove Child Profile” from the three vertical dots menu at the top of the page.
    4. When prompted “Are you sure you want to remove this child?” select “Yes.”
  • How do I review my child's completed tasks?
    + -

    To review your child’s completed tasks:

    1. Sign in to Online Banking and open the STAR program window.
    2. Select the child’s profile for which you’d like to review tasks.
    3. Select the “Tasks” tab.
    4. Select the task you’d like to review.
    5. Review with your child to make sure the task has been completed to your satisfaction.

    To review your child’s completed tasks:

    1. Check the reward amount for completing the task, and change the amount if needed. This is the amount that will be transferred from your account to your child’s account once the task is marked as approved.
    2. Select “Verify completed and pay” if the task is complete and you’re ready to pay your child. This will transfer funds from your account to your child’s account for completing the task.

    If the task needs more work or isn’t complete:

    • Select “Task requires more work” if the task is not yet finished. This will return the task to your child and notify them that the task has been reviewed and needs more work.
    • Select “Deny” if the task has not been completed. This will return the task to your child and notify them that this task was denied.
  • How do I review my child's loan request?
    + -

    To review your child’s loan request:

    1. Sign in to Online Banking and open the STAR program window.
    2. Select the child’s profile for which you’d like to review a loan request.
    3. Select the “Requests” tab.
    4. Select the loan request with the status of “Pending.”
    5. Review your child’s loan request, and the amortization schedule for accuracy.
    6. In the “Response” field, enter a response to your child. A response is required.
    7. Make a decision on your child’s loan request.
      1. If changes are needed, or you would not like to grant your child the loan at this time, select “Deny,” and then “Yes” when prompted “Are you sure?”
      2. If you’re ready to approve your child’s loan request, select “Approve and pay,” then select “Yes” when prompted “Are you sure you’d like to grant your child this loan?”
    8. Once approved, the total amount your child requested for their loan will be transferred from your account to your child’s account.
  • How do I review my child's money request?
    + -

    To review your child’s money request:

    1. Sign in to Online Banking and open the STAR program window.
    2. Select the child’s profile for which you’d like to review a money request.
    3. Select the “Requests” tab.
    4. Select the money request with the status of “Pending.”
    5. In the “Response” field, enter a response to your child.
    6. Make a decision on your child’s money request.
      1. To approve your child’s money request, select “Approve Request.” You’ll be prompted “Are you sure you want to approve this transfer?” Select “Yes” to approve the funds transfer from your account to your child’s account.
      2. To deny your child’s money request, select “Deny Request.” You’ll be prompted “Are you sure you want to deny this transfer?” Select “Yes” to confirm.
  • How do I review my child's report card reward request?
    + -

    To review your child’s report card reward request:

    1. Sign in to Online Banking and open the STAR program window.
    2. Select the child’s profile for which you’d like to review a report card request.
    3. Select the “Requests” tab.
    4. Select the Report Card request with the status of “Pending.”
    5. Review your child’s grades against their report card for accuracy.
    6. Review the amounts to be paid to your child for each A, B and C grade. Change amounts if desired.
    7. Make a decision on your child’s report card request.
      1. To approve your child’s report card request, select “Approve,” then select “Yes” when prompted “Are you sure you want to approve this Report Card?”
      2. To deny your child’s report card request, select “Deny,” then select “Yes” when prompted “Are you sure you want to deny this Report Card?”
  • How do I set a savings goal for my child?
    + -

    To set a savings goal for your child:

    1. Sign in to Online Banking and open the STAR program window.
    2. Select the child’s profile for which you’d like to set a savings goal.
    3. Select “Savings Goal” from the three vertical dots menu at the top of the page.
    4. In the “Modify savings goal” field, enter the savings goal for your child.
    5. Select “Submit,” and “Yes” when prompted “Are you sure you want to modify the savings goal?”
  • How do I set or change my child's allowance?
    + -

    To set or change your child’s allowance:

    1. Sign in to Online Banking and open the STAR program window.
    2. Select the child’s profile for which you’d like to set or change the allowance.
    3. Select “Set Allowance” from the three vertical dots menu at the top of the page.
    4. In the “Allowance Amount” field, enter the allowance you’d like your child to receive.
    5. In the “Allowance Date” field, enter the date you’d like your child to start receiving their allowance.
    6. In the “Frequency” field, select the frequency you’d like your child to receive their allowance.
  • How do I set/change my child's avatar photo?
    + -

    To set/change your child’s avatar photo:

    1. Sign in to Online Banking and open the STAR program window.
    2. Select the child’s profile for which you’d like to change the avatar photo.
    3. Select “Change Avatar” from the three vertical dots menu at the top of the page.
    4. Select the desired avatar for your child’s profile.
    5. Select “Submit,” and “Yes” when prompted “Are you sure you want to change your profile photo?”
  • How do I unassign a task from my child?
    + -

    To unassign a task:

    1. Sign in to Online Banking and open the STAR program window.
    2. Select the child’s profile from which you’d like to unassign a task.
    3. Select the “Tasks” tab.
    4. Select the task you’d like to unassign.
    5. Select the three vertical dots at the top of the task page, then select “Unassign Task.”
    6. Select “Yes” to confirm you’d like to unassign this task from your child.
  • How do I unenroll from the STAR program?
    + -

    To unenroll from the STAR program:

    1. Sign in to Online Banking and open the STAR program window.
    2. Select the settings wheel menu at the top of the page.
    3. Select “Disclosure opt out/Unregister.”
    4. Toggle the “RBFCU STAR Agreement and Disclosure” and “COPPA Privacy Policy” buttons to off.
    5. 5) Select “Submit.”
  • How do I view my child's task history?
    + -

    You can view your child’s task history by selecting the “Tasks” tab on their STAR profile. From there, you can select “Task History” at the bottom of the screen.

  • How does my child earn trophies?
    + -

    Your child can earn a trophy by completing any of the following requirements:

    • Make 5 loan payments on time
    • Pay off a loan
    • Reach their savings goal
    • Complete a monthly budget
    • Complete 10 tasks
  • How does my child request a loan?
    + -

    To request a loan, your child must:

    1. Sign in to Online Banking and open the STAR program window.
    2. Select the “Requests” tab.
    3. Select “New Request,” then select “Request Money.”
    4. In the “Reason” field, enter the reason for the loan.
    5. In the “Amount” field, enter the amount of money requested.
    6. Toggle the “Request a loan” switch on.
    7. In the “Payment frequency” field, select a payment frequency. Your child can choose weekly biweekly or monthly payments.
    8. In the “Loan Term” field, select a loan term. Your child can choose from one month, three months, six months or one year.
    9. Select “Submit.”
    10. Your child will receive a prompt that explains the terms of the loan they are requesting. By selecting “See loan details,” they can also view the amortization schedule for the loan they are requesting. Additionally, a disclaimer will notify your child that they will have to pay back more than the original amount requested because of interest, and that if the loan is approved, they will have to make the payments themselves according to the loan schedule. At the bottom of the prompt, your child will be asked “Do you still want the loan?” If everything looks correct, they can select “Yes.” If your child needs to make a change to their loan request, they can select “No” and make changes before submitting.
    11. Once your child selects “Yes,” they will receive a prompt notifying them that their loan request has been submitted, and you’ll receive a notification that your child has submitted a new loan request.
  • How does my child request money?
    + -

    To request money, your child must:

    1. Sign in to Online Banking and open the STAR program window.
    2. Select the “Requests” tab.
    3. Select “New Request,” then select “Request Money.”
    4. In the “Reason” field, enter the reason for the loan.
    5. In the “Amount” field, enter the amount of money requested.
    6. Select “Submit.”
    7. When prompted “Are you sure you want to request $ from your parent?” they should select “Yes” if the amount is correct, and “No” if they wish to change the amount requested. If your child selects “Submit,” and then “Yes,” a notification will be sent to you to review the money request.
  • How does my child submit their grades for a reward?
    + -

    To submit their grades for a reward, your child must:

    1. Sign in to Online Banking and open the STAR program window.
    2. Select the “Requests” tab.
    3. Select “New Request,” then select “Report Card Request.”
    4. In the “Number of …” fields, enter the number of As, Bs and Cs or equivalent high marks received on their most recent report card.
    5. Select “Submit.”

    Note: Grades can only be submitted for a reward once per semester.

  • How does my child view and complete tasks?
    + -

    To view and complete tasks, your child must:

    1. Sign in to Online Banking via a computer or the RBFCU Mobile app and open the STAR program window. This will take your child directly to their STAR profile.
    2. Select the “Tasks” tab to view all tasks currently assigned to them.
    3. Select the task they would like to mark as complete.
    4. Select “Mark as complete.”
    5. Once your child marks a task as complete, the status will show “Pending review.” You’ll receive a notification that the task is ready for you to review.
  • How does my child view the trophy leaderboard?
    + -

    To view their place on the trophy leaderboard, your child must:

    1. Sign in to Online Banking and open the STAR program window.
    2. Select the “trophies earned this month” button next to their avatar photo at the top of the page.
    3. Select the “Leaderboard” tab.
    4. Your child can to view their place on the leaderboard for their household and their place on the leaderboard for all STAR program participants at RBFCU.
  • How does my child view their trophies?
    + -

    To view trophy progress, your child must:

    1. Sign in to Online Banking and open the STAR program window.
    2. Select the “trophies earned this month” button next to their avatar photo at the top of the page.
    3. View trophy progress on the “Progress” tab.

    To view trophies earned, your child must:

    1. Sign in to Online Banking and open the STAR program window.
    2. Select the “trophies earned this month” button next to their avatar photo at the top of the page.
    3. 3) Select the “Trophies earned” tab.
  • How often can my child submit their grades for a reward?
    + -

    Your child can submit their grades for a reward once per semester.

  • I accidentally transferred too much money to my child. What should I do?
    + -

    If you accidentally transferred too much money to your child when approving a task, money request or setting an allowance:

    Make a transfer from your child’s account to your account using Online Banking or the “Transfer funds” option located in the settings wheel menu on the STAR program overview page.

  • I received an email notifying me that there is no joint owner on my child's RBFCU account. What should I do?
    + -

    You’re required to be a joint account owner on your child’s account to enroll them in the STAR program. Please follow the instructions in the email you received to be added as a joint owner on your child’s account.

  • What account types can be used can be used as a transaction account with STAR?
    + -

    RBFCU savings, checking and money market accounts can be used with the STAR program to provide rewards and money transfers.

  • What happens to my child's and my information when we unregister from the STAR program?
    + -

    When you unregister from the STAR program, your information within STAR will be deleted, including assigned tasks, requests for money and loans, and current loans to your child, regardless of whether payments have been completed. If you choose to reregister at a later date, you’ll have to set up your children, tasks assignments and loans again. Even if you unregister from the STAR program, your RBFCU accounts will remain open and active unless you choose to close them.

  • What happens to the interest charged to my child for their loan?
    + -

    The interest charged to your child for their loan will be built into your child’s loan payments and deposited to the approving parent’s linked account.

  • What if my child doesn't make a payment on their STAR loan?
    + -

    If your child doesn’t make a payment on their STAR loan, you have the option to make a transfer from their account to yours as the joint owner on their account.

    You can also make a loan payment for them by visiting their STAR profile and selecting “Make loan payment” from the overview screen.

  • What if there is not enough money in the approving parent’s account?
    + -

    If there are not enough available funds in your linked account to make the transfer, you’ll receive an error message and the transfer will not be completed.

  • What is required in order for my child(ren) and me to enroll in the STAR program?
    + -

    To enroll in the STAR program:

    1. Your child must have an active RBFCU account in good standing, and be the primary owner on their account.
    2. You must have an active RBFCU account in good standing.
    3. You must be listed as a joint owner on your child’s RBFCU account.
    4. You’re required to have Online Banking access. It is preferred that your child has their own Online Banking credentials. If you feel your child is too young to access Online Banking, parents have the ability to mark tasks complete and submit requests on their child’s behalf.
  • What is the difference between a money request and a loan request?
    + -

    Loan requests should be used for items that would require your child to pay you back over a period of time, such as a new bike or a video game, and the loan would accrue interest, paid to the parent. Only one loan can be requested/open at a time.

    Money requests should be used for smaller items, such as lunch money or money to go out with friends. This is not a loan, and your child is not required to pay you back. Your child can submit multiple money requests at a time.

  • What is the RBFCU STAR program?
    + -

    The RBFCU STAR program encourages kids, teens and young adults to learn how to save money and build strong financial habits first-hand through an interactive tool available in your Online Banking account and the RBFCU Mobile app. STAR allows you to assign tasks to your young saver and financially reward them for successfully completing the tasks, getting good grades and making good financial decisions by easily transferring money from your RBFCU account to theirs.

    You can also lend your child money, pay them an allowance and send them spending money through this simple tool. For every good financial decision your child makes, they’ll be awarded a trophy!

  • Who will have access to my child's STAR account?
    + -

    Only adults who are listed as joint account owners on your child’s account and enrolled in the STAR program will be able to access your child’s STAR account.

  • Why did STAR make a transfer from my account for a task assigned to my child by the other parent?
    + -

    Funds will be transferred from the account of the parent who is signed in to Online Banking and accessing the STAR program. When approving tasks, money requests and loans, the money for these items will be transferred to the child’s account from the approving parent’s linked account.

  • Why is my mobile phone number not listed or incorrect during STAR program registration?
    + -

    If you don’t see your mobile phone number listed, please sign in to your Online Banking account. Select the “My Profile” icon in the top right corner, then “Profile Settings.” Under “Manage Personal Info,” select “Contact Settings.” On the “Contact Settings” screen, select “Phone” and follow the prompts to update your mobile phone number.

    Once your phone number is updated in Online Banking, it will be listed when you’re on the STAR program registration screen.

  • Why is the COPPA Privacy Policy listed? Why must I agree to terms before registering my child?
    + -

    The Children’s Online Privacy Protection Rule (“COPPA”) requires businesses to protect the online privacy of children. You are required to read and agree to the RBFCU STAR Agreement and Disclosure and COPPA Privacy Policy when registering your child for the STAR program.

  • Why isn't my child listed?
    + -

    You may not be listed as a joint owner on this child’s account. Please contact a Member Service Representative via chat or secure message, or call 210-945-3300 to resolve this issue.

 

STAR PROGRAM HELP FOR CHILDREN

  • Can I have more than one loan at a time?
    + -

    No. Each loan must be paid in full before you can request a new one.

  • Can my parent use the STAR program to pay me an allowance?
    + -

    Yes. The STAR program allows your parent to pay you an allowance by setting up a recurring transfer from their account to yours.

  • How do I assign a task to myself?
    + -

    To assign a task to yourself:

    1. Sign in to your Online Banking account, and open the STAR program window. This will open your STAR profile.
    2. Select the “Tasks” tab.
    3. Select “Assign Task.” Select a task from the drop-down list, or enter your own custom task and select an accompanying image.
    4. In the “Amount Paid” field, enter the amount you’d like to be paid for completing this task.
    5. In the “Due Date” field, enter the date by which you’d like to complete this task.
    6. If you’d like to make this task recurring, select the “Recurring Task” button, and pick a frequency and end date for the recurring task, if applicable.
    7. Select “Submit” when you’re ready to assign the task.
  • How do I create/update my budget?
    + -

    To set a budget with your parent:

    1. Sign in to Online Banking and open the STAR program window.
    2. On the “Overview” tab, select “Create/Update budget.”
    3. With your parent’s help, enter your total deposits, expenses, short-term savings, long-term savings, charitable giving and spending goals for the month.
    4. Once complete, select “Submit.”
  • How do I earn trophies?
    + -

    You can earn a trophy by completing any of the following requirements:

    • Make 5 loan payments on time
    • Pay off a loan
    • Reach their savings goal
    • Complete a monthly budget
    • Complete 10 tasks
  • How do I enroll in the STAR program?
    + -

    Your parent must enroll you from Online Banking.

  • How do I request a loan?
    + -

    To request a loan, you must:

    1. Sign in to Online Banking and open the STAR program window.
    2. Select the “Requests” tab.
    3. Select “New Request,” then select “Request Money.”
    4. In the “Reason” field, enter the reason for the loan.
    5. In the “Amount” field, enter the amount of money requested.
    6. Toggle the “Request a loan” switch on.
    7. In the “Payment frequency” field, select a payment frequency. You can choose weekly biweekly or monthly payments.
    8. In the “Loan Term” field, select a loan term. You can choose from one month, three months, six months or one year.
    9. Select “Submit.”
    10. You’ll receive a prompt that explains the terms of the loan you’re requesting. By selecting “See loan details,” you can also view the amortization schedule for the loan you’re requesting. Additionally, a disclaimer will notify you that you’ll have to pay back more than the original amount requested because of interest, and that if the loan is approved, you’ll have to make the payments yourself according to the loan schedule. At the bottom of the prompt, you’ll be asked “Do you still want the loan?” If everything looks correct, select “Yes.” If you need to make a change to your loan request, select “No” and make changes before submitting.
    11. Once you select “Yes,” you’ll receive a prompt notifying you that your loan request has been submitted, and your parent will receive a notification that you have submitted a new loan request.
  • How do I request money?
    + -

    To request money, you must:

    1. Sign in to Online Banking and open the STAR program window.
    2. Select the “Requests” tab.
    3. Select “New Request,” then select “Request Money.”
    4. In the “Reason” field, enter the reason for the loan.
    5. In the “Amount” field, enter the amount of money requested.
    6. Select “Submit.”
    7. When prompted “Are you sure you want to request $ from your parent?” select “Yes” if the amount is correct, and “No” if you wish to change the amount requested. If you select “Submit,” and then “Yes,” a notification will be sent to your parent to review the money request.
  • How do I set/change my avatar photo?
    + -

    To set/change your avatar photo:

    1. Sign in to Online Banking and open the STAR program window.
    2. Select “Change Avatar” from the three vertical dots menu at the top of the page.
    3. Select the desired avatar for your profile.
    4. Select “Submit,” and “Yes” when prompted “Are you sure you want to change your profile photo?”
  • How do I submit my grades for a reward?
    + -

    To submit your grades for a reward, you must:

    1. Sign in to Online Banking and open the STAR program window.
    2. Select the “Requests” tab.
    3. Select “New Request,” then select “Report Card Request.”
    4. In the “Number of …” fields, enter the number of As, Bs and Cs or equivalent high marks you received on your most recent report card.
    5. Select “Submit.”

    Note: Grades can only be submitted for a reward once per semester.

  • How do I view and complete tasks?
    + -

    To view and complete tasks, you must:

    1. Sign in to Online Banking via a computer or the RBFCU Mobile app and open the STAR program window. This will take you directly to your STAR profile.
    2. Select the “Tasks” tab to view all tasks currently assigned to you.
    3. Select the task you’d like to mark as complete.
    4. Select “Mark as complete.”
    5. Once you mark a task as complete, the status will show “Pending review.” Your parent will receive a notification that the task is ready for them to review.
  • How do I view my place on the trophy leaderboard?
    + -

    To view your place on the trophy leaderboard, you must:

    1. Sign in to Online Banking and open the STAR program window.
    2. Select the “trophies earned this month” button next to your avatar photo at the top of the page.
    3. Select the “Leaderboard” tab.
    4. You can to view your place on the leaderboard for your household and your place on the leaderboard for all STAR program participants at RBFCU.
  • How do I view my task history?
    + -

    You can view your task history by selecting the “Tasks” tab on your STAR profile. From there, you can select “Task History” at the bottom of the screen.

  • How do I view my trophies?
    + -

    To view trophy progress, you must:

    1. Sign in to Online Banking and open the STAR program window.
    2. Select the “trophies earned this month” button next to your avatar photo at the top of the page.
    3. View trophy progress on the “Progress” tab.
  • I received a notification that my task needs more work. What should I do?
    + -

    You received this notification because your parent decided that more work is needed on the task you submitted as completed. When the task is complete, resubmit to your parent to review.

  • What is the difference between a money request and a loan request?
    + -

    Loan requests should be used for items that would require you to pay your parent back over a period of time, such as a new bike or a video game. Only one loan can be requested/open at a time.

    Money requests should be used for smaller items, such as lunch money or money to go out with friends. This is not a loan, and you are not required to pay your parent back. You can submit multiple money requests at a time.

  • What is the RBFCU STAR program?
    + -

    The RBFCU STAR program encourages kids, teens and young adults to learn how to save money and build strong financial habits first-hand through an interactive tool available in your Online Banking account and the RBFCU Mobile app. STAR allows your parent to assign tasks to you and financially reward you for successfully completing the tasks, getting good grades and making good financial decisions by easily transferring money from their RBFCU account to yours.

    Your parent can also lend you money, pay you an allowance and send you spending money through this simple tool. For every good financial decision you make, you’ll be awarded a trophy!

 

PAPERLESS STATEMENTS

  • How can I enroll in electronic statements for my credit card online?
    + -

    To receive your Mastercard statements online, go to the Mastercard tab and click on the last four digits of the Mastercard account number that you want to view. You will then be directed to the eZCard site. Once in Activity Overview, select the “Statements” option at the top of the activity homepage. From the drop-down menu select “Statement Delivery Options.” You will be directed to a page that will ask if you want electronic statements or if you would prefer to receive your statements by mail. You will need to verify your ability to receive and view PDF files.

    Please ensure the email address listed is current before selecting the button at the bottom that says “I Agree.” Once this is completed, you will receive an email to confirm your statement preferences. 

  • How can I receive an annual statement for my Mastercard credit card?
    + -
  • How do I enroll in paperless statements?
    + -

    To sign up for paperless statements:

    1. Sign in to your Online Banking account.
    2. Click on the “View Services” tab.
    3. Under “Documents,” click “Paperless Option.”
    4. Read the “Paperless Terms & Conditions.”
    5. Next to “Paperless Statement(s) and Documents,” switch the button to “On.”

 

RBFCU MOBILE APP

  • Can I access my account if fingerprint or face recognition don’t work on my phone?
    + -

    Yes. You will always have the option to sign in to the RBFCU Mobile app with your username and password. However, a lock screen must be enabled to access all features in the RBFCU Mobile app.

  • Can I change my username, password, or security questions and answers from the RBFCU Mobile app?
    + -

    Yes. Open the RBFCU Mobile app and sign in to your account. Tap the “My Profile” icon in the top-right corner of the screen and select “Profile Settings.” Here, you can choose to change your username, password, or security questions and answers.

  • Can I reset my username or password from the RBFCU Mobile app?
    + -

    Yes. Open the RBFCU Mobile app on your phone, and tap “Having Trouble Signing In?” Follow the prompts to reset your username or password.

  • Can I schedule a recurring transfer within my account or to another RBFCU account holder?
    + -

    Yes. To set up a recurring transfer to one of your other accounts or any other RBFCU account, sign in to your Online Banking account on rbfcu.org, select the “Move Money” menu, then “Transfer Money” to create a new transfer. Complete the transfer details and select “Recurring” as the “Transfer Type.” You’ll be given options to add a “Start Date,” “Frequency” and “Amount” for the recurring transfer.

    To set up a recurring transfer in the RBFCU Mobile app, sign in and tap “Move Money,” then “Transfer/Send Money.” Select whether you’d like to send money to “Myself” or “Someone Else.” Complete the transfer details, and tap “Schedule for Future.” Then, you’ll be given options to choose a transfer “Frequency,” “Start Date” and “End Date” to set up a recurring transfer.

  • Can I transfer to an account at another financial institution?
    + -

    Yes. If you’re transferring funds to another person’s account, you will need the account holder’s name, their account number, their financial institution’s routing number and their account type to complete the transfer details.

    To set up a transfer to an external account on your computer, sign in to your Online Banking account on rbfcu.org, select the “Move Money” menu, then “Transfer Money” to create a new transfer. Select “Outside RBFCU” as the “Transfer Type” to set up an electronic funds transfer to another financial institution.

    To set up a transfer to a non-RBFCU account in the RBFCU Mobile app, sign in and tap “Move Money,” then “Transfer/Send Money.” If you choose to “Send Money to Myself,” tap “Add Other Account” to add an external account. If you choose “Send Money to Someone Else,” first tap “Account,” then “Add Other Account” to set up a transfer to another financial institution. If you send to this account frequently, check the “Add to Favorites” box to save it for next time.

  • Do I have to accept the Terms and Conditions to use the RBFCU Mobile app?
    + -

    Yes. Members are required to accept the Terms and Conditions after installing and opening the app before they are able to sign in.

  • Do I need to include a deposit slip with my check when using Mobile Deposit?
    + -

    No. The Mobile Deposit program generates an electronic record with each deposit.

  • How can I manage permission settings for the RBFCU Mobile app on my device?
    + -

    You can change permissions to allow or deny apps to use various features on your phone, such as your camera or contacts list in your phone’s Settings.

    Please note: Settings can vary by phone. For more information, contact your device’s manufacturer.

    For Apple users:

    1. From the Home screen, open the “Settings” app on your device.
    2. Scroll down to the list of apps at the bottom, and choose the RBFCU Mobile app.
    3. Here, you can choose to enable or disable permissions for specific app features.

    For Android users:

    1. From the Home screen, swipe up or tap the “All Apps” button.
    2. Find and open the “Settings” app on the “All Apps” screen.
    3. Tap “Apps & Notifications.”
    4. Tap the RBFCU Mobile app. If you can't find it, first tap “See all apps” or “App info.”
    5. Tap “Permissions.” Here, you can enable or disable permissions for specific app features by tapping a feature, then choosing “Allow” or “Deny.”
  • How do face and fingerprint options work with the RBFCU Mobile app?
    + -

    The RBFCU Mobile app’s “Remember Me” option allows you to use face or fingerprint (biometric) options to identify and authenticate you when signing in to your account.

    Once you enable Remember Me within the app, you will be prompted to sign in with your username and password at least once to verify. Your username and password will be captured, and you can sign in using a biometric option starting next time you sign in.

  • How do I access Mobile Deposit from the RBFCU Mobile app?
    + -

    To access Mobile Deposit, sign in to the RBFCU Mobile app, then choose the “Mobile Deposit” icon in the bottom menu. From there, the app will guide you through each step of the Mobile Deposit process.

  • How do I deposit checks with my smartphone or tablet?
    + -
    1. Sign in to the RBFCU Mobile app, and tap "Mobile Deposit" at the bottom of the screen.
    2. Endorse your check by signing your name on the back, then add "For mobile deposit only," your account number and the date.
    3. Using the drop-down menu at the top of the screen, select the account where you’d like to deposit the check.
    4. Tap the "Front" and "Back" camera icons to take photos of the front and back of the check using your mobile device’s camera, and follow the prompts.
    5. Once you've taken photos of the check, make sure that the deposit amount shown in the app matches the amount written on your paper check.
    6. Click “Submit” to complete your deposit. Typically, you should see the funds in your account right away.
  • How do I download the RBFCU Mobile app?
    + -

    To download the RBFCU Mobile app:

    For full app functionality, please ensure your device is running the latest software. Apple devices require iOS 11.0 or later, and Android devices require Android 5.0 or later.

  • How do I enable a lock screen on my device?
    + -

    To enable a lock screen on your device,

    1. Open “Settings” on your device, and set a passcode, finger-swipe pattern, face or fingerprint that will be used to access your device when it’s locked.
    2. Restart your device.
    3. When your device restarts, you’ll be prompted to put in your new authentication to unlock it.
    4. Open the RBFCU Mobile app.
    5. Click on “Profile Settings.” If you’re able to access this screen, you’re all set!

    If you need further assistance enabling a lock screen on your device, click here for Apple instructions and click here for Android instructions.

    Where to set up a lock screen on an Apple device:
    Where to set up a lock screen on an Apple device

    Where to set up a lock screen on an Android device:
    Where to set up a lock screen on an Android device

  • How do I open a checking account from the RBFCU Mobile app?
    + -

    To open a new checking account:

    1. Sign in to the RBFCU Mobile app
    2. Tap "New Account" under Deposit Accounts on the Account Summary page
    3. Verify your address, and tap "Let's get started!" to follow the self-service directions
  • How do I set up fingerprint or face recognition on my device?
    + -

    To turn on face and fingerprint (biometric) options on your device, open the “Settings” app, and follow the instructions provided with your device. To enable biometrics options, you’ll also need to set up a passcode lock, if you haven’t already. For additional help enabling biometrics, choose your option/device below:

    After you’ve enabled biometrics:

    1. Open the RBFCU Mobile app.
    2. Enter your username and password.
    3. Enable “Remember Me” by tapping the toggle switch under the “Password” field.
    4. Tap the “Sign In” button.

    Once you enable Remember Me within the app, you will be prompted to sign in with your username and password at least once to verify. Your username and password will be captured, and you can sign in using a biometric option starting next time you sign in.

  • How do I turn off 'Quick Balance' in the RBFCU Mobile app?
    + -

    If you've enabled Quick Balance in the RBFCU Mobile app, but no longer wish to use it, you can disable it any time:

    1. Open the RBFCU Mobile app and, before you sign in, look for “Quick Balance” at the bottom of the sign-in screen.
    2. Tap “Quick Balance” to bring up the feature. Tap the “Settings” (gear) icon on the right to open the Settings on your phone.
    3. In the RBFCU Mobile app settings, turn the toggle switch next to “Quick Balance” to the “off” position.

    You can also disable the Quick Balance option by going directly to your phone’s Settings, and updating the settings for the RBFCU Mobile app.

    Please note: Anyone who uses your mobile device will be able to see your account balances when Quick Balance is enabled.

  • How do I turn on the 'Remember Me' option in the RBFCU Mobile app?
    + -

    The Remember Me option works in two distinct ways, based on your mobile device’s capabilities. To use the feature:

    1. Open the RBFCU Mobile app and enter your username and password.
    2. Before you tap the “Sign In” button, toggle the “Remember Me” button under the password field to "on."

    If your device has both face/fingerprint (biometric) and passcode locks, enabling Remember Me will store your username and password, and allow you to use biometric options or your passcode when signing in.

    If your device has a passcode lock only, and is not compatible with biometrics, enabling Remember Me will only store your username. You will still have to enter your password each time you sign in.

    Once you enable Remember Me within the app, you will be prompted to sign in with your username and password at least once to verify. Your credentials will be captured, and you can sign in using a biometric option or password next time you sign in.

    Remember Me option in RBFCU Mobile app:
    "Remember Me" option on RBFCU Mobile app

    Biometric options on Android device:
    Biometric options on Android device

    Apple device with Touch ID:
    Apple device with fingerprint option

    Apple device with Face ID:
    Apple device with face option

  • How do I update the RBFCU Mobile app to the latest version?
    + -

    Image of the RBFCU Mobile app in the App Store on an iPhone screen, with an Update button to update the app. To update the RBFCU Mobile app to the latest version:

    1. Go to the RBFCU Mobile app listing in the Apple App Store or Google Play Store on your phone.
    2. If you see an “Update” button, your app needs to be updated to the latest version.
    3. Tap the button to update.

    To run the latest version of the RBFCU Mobile app, Apple devices require iOS 11.0 or later, and Android devices require Android 5.0 or later.

  • How many transfers can I make each month?
    + -

    You can make unlimited transfers from your savings or checking account each month. However, only six transfers per month can be made from your Money Market account.

  • I am receiving an error message. Why am I unable to complete my transfer?
    + -

    Please check to ensure the transfer details were entered correctly. If you’re still unable to complete the transfer, please contact a Member Service Representative through chat or secure message in your Online Banking account, or call 210-945-3300.

  • I have fingerprint or face sign-in enabled. Why isn't my biometric option working?
    + -

    Some Android devices have both fingerprint and face sign-in options and require users to enable both for biometric sign-in to work. If your device offers both options, please close the RBFCU Mobile app, make sure both are set up properly in your device's “Settings,” open the RBFCU Mobile app and try enabling biometric sign-in again.

  • I synced my contacts to the RBFCU Mobile app and I want to remove them. How can I remove my contacts?
    + -

    Go to your phone settings > Privacy > Contacts and turn off the contacts for the RBFCU Mobile app.

  • I tried the new RBFCU Mobile app, but went back to the old one. Has it improved?
    + -

    The new RBFCU Mobile app was introduced to members in early 2020, and since then, we’ve made weekly updates that fix issues that you’ve reported, add features that you’ve said you missed, improve performance and enhance the overall member experience.

    If you experience issues with the new RBFCU Mobile app, please email mobileapp@rbfcu.org for assistance. You can also check our Mobile App Troubleshooting page for answers to common questions.

  • If I use biometrics (fingerprint or face) to sign in to the RBFCU Mobile app, will I have to enter my password?
    + -

    No. If you’ve enabled “Remember Me” to use biometrics to sign in to the RBFCU Mobile app, you do not need to enter your password each time you sign in.

  • If my Samsung device is lost or was stolen and I want to delete my card, what should I do?
    + -

    If you believe your device or Samsung Pay information has been lost, stolen or compromised in any way, call RBFCU Member Services immediately at the number on the back of your card.

  • Is Apple Pay free?
    + -

    There is no charge from RBFCU to use Apple Pay. However, message and data rates may apply from your wireless provider, depending on your data plan.

  • Is Apple Pay more secure than my traditional card?
    + -

    Apple Pay provides a more private way to pay. By using Apple Pay technology, you obscure your card number when you make a payment. Apple Pay doesn’t store your credit or debit card number on the device, so your information (including name, card number and security code) are not passed to the merchant where you make your purchase.

    However, you still have the benefit of the guarantees related to your RBFCU cards, including Courtesy Pay (debit) and fraud monitoring.

  • Is Samsung Pay free?
    + -

    RBFCU does not charge a fee for members to use Samsung Pay; however, message and data rates may apply from your wireless provider, depending on your data plan.

  • Is Samsung Pay more secure than my traditional card?
    + -

    Samsung Pay provides a more private way to pay. By using Samsung Pay technology, you obscure your card number when you make a payment. Samsung Pay doesn't store your card number on the device or on Samsung servers, or share your information with the merchant when you make a purchase.

  • Is there a maximum amount I can transfer to other RBFCU account holders?
    + -

    There is no limit on the amount you can transfer to other RBFCU account holders, as long as you stay within your available balance.

  • My Apple device is lost or was stolen and I want to delete my card. What should I do?
    + -

    If you believe your device or Apple Pay information has been lost, stolen or compromised in any way, call RBFCU Member Services immediately at the number on the back of your card.

    For iPhone or iPad, you can go to the Find My iPhone app to temporarily suspend or permanently remove the ability to make payments from your device, even if your device is offline. If you suspend your card(s) using Find My iPhone, you can reactivate your Card(s) simply by unlocking your device and entering your Apple ID “Passcode” when prompted. For any supported Apple device, you can always go to https://www.icloud.com/#settings, choose the applicable device and delete your Card(s).

  • What are 'Favorites' and how do I set one up?
    + -

    If you regularly transfer money to another RBFCU account, you can designate that account as one of your Favorites by giving it a “Nickname” and saving it for later. Favorites appear in the “To” drop-down under “Make/Schedule Transfer” for easy selection next time you make a transfer.

    To set up a Favorite, sign in to your Online Banking account on rbfcu.org, select “Move Money,” then “Transfer Money.” Select the “Add to Favorites List” option on the right side of the page. Add the “Account number” and “Nickname,” and click “Submit.”

    To set up a Favorite on the RBFCU Mobile app, sign in and tap “Move Money,” then “Transfer/Send Money.” Choose “Send Money to Someone Else,” tap “Account,” then “Add Other Account” and enter the account details. Check the “Add to Favorites” box to save it.

  • What if I accidentally transfer funds to the wrong account?
    + -

    Please contact a Member Service Representative through chat or secure message in your Online Banking account, or call 210-945-3300.

  • What is a lock screen?
    + -

    A lock screen is a passcode, finger-swipe pattern, face or fingerprint used to access your phone when the screen goes into a dark or locked state.

  • What is 'Quick Balance' and how do I enable it on the RBFCU Mobile app?
    + -

    Quick Balance is a feature that allows you to see limited information about your account — like your account's nickname and current balance — at a glance on the RBFCU Mobile app sign-in page, without signing in to the app.

    However, you must sign in to the RBFCU Mobile app at least once to activate Quick Balance.

    To enable the Quick Balance option in the RBFCU Mobile app:

    1. Open the RBFCU Mobile app and, before you sign in, look for “Quick Balance” at the bottom of the sign-in screen.
    2. Tap “Quick Balance” to bring up the feature. Tap the “Settings” (gear) icon on the right to open the Settings on your phone.
    3. In the RBFCU Mobile app settings, turn the toggle switch next to “Quick Balance” to the “on” position.

    You can also enable the Quick Balance option by going directly to your phone’s Settings, and updating the settings for the RBFCU Mobile app.

    Please note: Anyone who uses your mobile device will be able to see your account balances when Quick Balance is enabled.

  • What's happening to the old RBFCU Mobile app?
    + -

    Starting Tuesday, Nov. 9, 2021, you will no longer be able to use the old version of the RBFCU Mobile app.

    This means you will need to download the new RBFCU Mobile app to continue banking with RBFCU from an app. Your information always remains secure with the new RBFCU Mobile app, and with the old version until it is discontinued.

    RBFCU is no longer making updates to the old mobile app. As operating system upgrades are released for your smartphone, the old app’s functionality may be impacted and will not be supported.

  • When will my transfer occur if the date falls on a Sunday or a non-business day?
    + -

    All transfers will occur on the day for which they are scheduled, even on weekends or holidays. Automated Clearing House (ACH) transactions will only occur on weekdays (Monday through Friday), except for holidays.

  • Where is the widget for the RBFCU Mobile app? How do I install it?
    + -

    The widget for the RBFCU Mobile app for both Android and Apple devices is still in development and will be included in a future release.

  • Why am I getting a warning message saying my device does not have a lock screen?
    + -

    A lock screen is a passcode, finger-swipe pattern, face or fingerprint used to access your phone when the screen goes into a dark or locked state.

    App developers have to comply with increasing security standards required by mobile device operating systems. To meet these new requirements and because the RBFCU Mobile app allows access to your financial information, we require members to use a lock screen in conjunction with the app’s built-in security features in order to keep your data as secure as possible.

    If your device doesn’t have a lock screen enabled, you’ll receive an error message when trying to use certain features in the RBFCU Mobile app. To enable a lock screen on your device:

    1. Open “Settings” on your device, and set a passcode, finger-swipe pattern, face or fingerprint that will be used to access your device when it’s locked.
    2. Restart your device.
    3. When your device restarts, you’ll be prompted to enter your new authentication to unlock it.
    4. Open the RBFCU Mobile app.
    5. Click on “Profile Settings.” If you’re able to access this screen, you’re all set!

    If you need further assistance enabling a lock screen on your device, click here for Apple instructions and click here for Android instructions.

    Where to set up a lock screen on an Apple device:
    Where to set up a lock screen on an Apple device

    Where to set up a lock screen on an Android device:
    Where to set up a lock screen on an Android device

  • Why do I need to enable a lock screen on my phone or tablet to access the RBFCU Mobile app?
    + -

    App developers have to comply with increasing security standards required by mobile device operating systems. To meet these new requirements and because the RBFCU Mobile app allows access to your financial information, we now require members to use a lock screen in conjunction with the app’s built-in security features in order to keep your data as secure as possible.

  • Why was I signed out of the RBFCU Mobile app?
    + -

    To ensure your account remains secure, you will be automatically signed out of the RBFCU Mobile app after 10 minutes of inactivity. To resume access to your account, simply sign in to the app again.

 

APPLE PAY

  • Am I able to opt-out of Apple Pay at any time?
    + -

    Adding your credit or debit cards to Apple Pay is your choice. You can add and remove cards as needed.

  • Are my payments safe with Apple Pay?
    + -

    When you use Apple Pay, your RBFCU card number isn’t stored on your phone or given to the merchant. A unique digital code is created specifically for that device and used as an identifier for your payment, rather than using your card information. You still enjoy all the benefits of your RBFCU credit or debit card, which includes our zero liability policy that protects you from unauthorized purchases.

  • Does my actual card need to be activated, before I attempt to add it to my Apple Pay Wallet?
    + -

    Yes. Only cards that have been activated will be successfully added to Apple Pay.

  • How do I add my credit or debit card to Apple Pay?
    + -

    You can start using Apple Pay as soon as you add a credit or debit card to the Wallet app on iPhone.

    To add a card, go into Settings > Wallet & Apple Pay, and select “Add Credit or Debit Card.” You can also open Wallet and select “Add Credit or Debit Card.” Follow the prompts to add your card.

    This card will be your default payment card, but you can go to Wallet anytime and add, then select, a different card. For more information, please visit the Apple support website.

  • How do I change my default card to my RBFCU debit or credit card?
    + -

    The credit or debit card associated with your Apple ID account or the first card you add to Wallet is your default card. To change your default card:

    1. Go to Settings > Wallet & Apple Pay.
    2. Tap Default Card.
    3. Choose a new card.
  • How do I get started with Apple Pay?
    + -

    You’ll need an RBFCU debit or credit card and an Apple Pay-enabled device that meets the following criteria:

    • An enabled device, such as iPhone 6 or iPhone 6 Plus or later, to pay in stores and within apps; iPad Air 2 or iPad Mini 3 or later to pay within apps; Apple Watch paired with iPhone 5 or later
    • iOS 8.1 or later
    • Touch ID or passcode on your device
    • iCloud account

    For instructions on how to set up and use Apple Pay on your iPhone or iPad, please visit https://support.apple.com/en-us/HT201239

  • If I receive a reissued card, with a different expiration date, do I need to update my card information with Apple Pay?
    + -

    You have two options: You can remove the previous card from your device, then add your new reissued card to Apple Pay. You may also speak with an RBFCU Payment Services Representative, who can manually update your device account number with the new reissued card information.

  • What do I do if a merchant asks for the last four digits of my card when using Apple Pay?
    + -

    A digital device account number will be generated by Apple Pay, which is a different number than the number on your RBFCU credit or debit card. Give the merchant the last four digits of the “Device Account Number.” This can be found when you highlight the card, then touch the circled info button (the circled “i” found in the bottom right corner), and then scroll down to the “Device Account Number.” If you provide the last 4 digits of the actual card number, your transaction will be declined.

  • What is Apple Pay?
    + -

    Apple Pay is a payment technology that allows you to pay for your purchases with your compatible iPhone by holding your phone near an Apple Pay-enabled reader. You can also use your iPad Air and iPad Mini to pay within certain apps.

  • Where can I get more information on Apple Pay?
    + -

    More information is available at https://www.apple.com/apple-pay/

  • Which merchants are participating in Apple Pay?
    + -

    Apple Pay is accepted in grocery stores, boutiques, restaurants, hotels and so many places you already enjoy. For a complete list of participating retailers, visit https://www.apple.com/apple-pay/where-to-use-apple-pay/

 

SAMSUNG PAY

  • Am I able to opt out of Samsung Pay at any time?
    + -

    Adding your RBFCU debit or credit card to Samsung Pay is your choice; you can add and remove cards, as needed.

  • Are my payments safe with Samsung Pay?
    + -

    Samsung Pay incorporates several layers of security. When you add your RBFCU debit or credit card to Samsung Pay, or use it to make a purchase, actual card numbers and other sensitive data are not stored on your device or on Samsung servers, or shared with the merchant. Instead, purchases are authorized using an encrypted security code and the member’s fingerprint.

  • Can I use Samsung Pay at the ATM to withdraw money?
    + -

    No. Samsung Pay cannot be used at the ATM or at any payment terminal that requires you to insert your card into the reader (e.g. gas stations, vending machines, etc.).

  • Can I use Samsung Pay for in-app and online purchases?
    + -

    Yes. Samsung Pay can be used in-app and online. Simply select Samsung Pay at checkout and authenticate the purchase with your fingerprint.

  • Does my card need to be activated before I attempt to add it to Samsung Pay?
    + -

    Yes. Only cards that have been activated will be successfully added to Samsung Pay.

  • How do I add my debit or credit card to Samsung Pay?
    + -

    To add your RBFCU debit or credit card, select “Apps” from the Home screen, select “Samsung Pay,” and select “Add Card.” From there, use your camera to enter the card information or type it in manually. This card will be your default payment card, but you can add as many as 10 cards to use in the app.

  • How do I get started with Samsung Pay?
    + -

    You’ll need an RBFCU debit or credit card and a compatible Samsung Galaxy device that meets the following criteria:

    • An enabled device, such as Samsung Galaxy S6, S6 edge, S6 edge+ or Note5
    • A Samsung account
    • Registered fingerprint or Pay PIN
    • Be located in the United States, when adding your RBFCU debit or credit card to Samsung Pay

    For instructions on how to set up and use Samsung Pay, please visit: http://www.samsung.com/us/samsung-pay/

  • How do I use Samsung Pay?
    + -

    With Samsung Pay, there are two ways to use your device to pay:

    • Tap your device at newer contactless payment terminals.
    • Swipe your device at traditional magnetic stripe terminals by placing the back of your device next to the payment terminal’s card reader or the same location you would normally swipe your card.
  • If I receive a reissued card, with a different expiration date, do I need to update my card information with Samsung Pay?
    + -

    You have two options: You can remove the previous card from your device, and then add your new reissued card to Samsung Pay. You may also speak with an RBFCU Payment Services Representative, who can manually update your device account number with the new reissued card information.

  • What is Samsung Pay?
    + -

    Samsung Pay is a mobile payment technology that allows you to pay for your purchases with a Samsung Galaxy S8+, Galaxy S8, Galaxy S7 edge, Galaxy S7, Galaxy S6 edge+, Galaxy Note5, Galaxy S6edge, Galaxy S6 active, Galaxy S6, and Gear S3.

  • Where can I get more information on Samsung Pay?
    + -

    More information is available at http://www.samsung.com/us/samsung-pay/

  • Which merchants accept Samsung Pay?
    + -

    Typically, Samsung Pay is accepted anywhere you can tap or swipe your device.

 

ATMS

  • Can I use Samsung Pay at the ATM to withdraw money?
    + -

    No. Samsung Pay cannot be used at the ATM or at any payment terminal that requires you to insert your card into the reader (e.g. gas stations, vending machines, etc.).

  • How can I find an RBFCU ATM?
    + -

    You can find your nearest RBFCU branch or ATM at rbfcu.org/locations. To find an RBFCU branch or ATM using the RBFCU Mobile app, tap the blue plus sign in the bottom menu, and choose “Contact Us” to view options, including “Locate a Branch or ATM.”

 

SAFE DEPOSIT BOXES

  • When can I access my safe deposit box?
    + -

    You can access your safe deposit box during lobby hours.

  • Do I need identification to access my safe deposit box?
    + -

    Yes. To ensure privacy, we must verify your identification. Accepted forms of identification include: U.S. driver’s license; military ID; passport with photo (in English); Permanent Resident Card; or a matrícula consular.

  • How do I pay for a safe deposit box?
    + -

    The fee is automatically deducted annually from the account designated on your contract. A notice is also mailed to you as a reminder when it is time to renew.

  • What items can be stored in a safe deposit box?
    + -

    Many people store items of importance and value such as U.S. savings bonds, important documents and jewelry. Please note: Cash, explosives, corrosive, illegal and perishable items are strictly prohibited. Our contract lists items that are permissible for storage in a safe deposit box. Please reference your contract for details.

  • Is the safe deposit box vault fire/water/theft proof?
    + -

    Our vault is fire, water and theft resistant. Every effort is made to ensure that our vault is safe and secure.

  • Are my safe deposit box contents insured?
    + -

    No. Insurance is not provided by RBFCU or the National Credit Union Administration.

  • Why isn’t my safe deposit box number on my key?
    + -

    Your box number is not included as a security measure in the event your key is lost or stolen.

  • Who may access my safe deposit box?
    + -

    Sole Renter: No additional access is to be given to anyone other than the Sole Renter.

    Multiple Renters: Have equal access rights. In the event that either Renter passes away, access remains the same for the remaining Renter(s).

    For the above roles, a Power of Attorney that specifies safe deposit box access will be honored. At the time of above Renter’s death, the Power of Attorney is null and void.

    For the above roles, an Executor/Executrix presenting Letters of Testamentary will be granted full access as a representative of the decedent. Executor/Executrix and Renters above are to be allowed equal access without notification to the other.

    Deputy: Appointed by the Owner/Renter to serve as the renter’s agent. In the event that either Owner/Renter passes away, access is no longer valid for the Deputy.

  • Why did my safe deposit box fee increase?
    + -

    RBFCU considers a number of factors when determining changes to fees, including market conditions and inflation. RBFCU strives to provide members with the lowest fees in the industry and hopes to continue to achieve that with minimal fee increases.

  • What if I no longer want my safe deposit box?
    + -

    If you would like to move to a smaller safe deposit box or close your safe deposit box, please visit the branch location where your safe deposit box is located and a Member Service Representative will assist you.

 

ID REQUIREMENT POLICY

  • What form of identification is accepted?
    + -

    RBFCU accepts the following forms of identification: United States Driver’s License, U.S. state ID card (issued by the DMV), military ID, passport with photo (in English), passport card, U.S. civil service card, Concealed Handgun License (Texas) same as A License to Carry (Texas).

    If you are a non-U.S. person, we accept all forms previously listed as well as: Permanent Resident Card, Matricula Card (i.e., Mexico, Guatemala, Bolivia), U.S. Employment Authorization Card.

  • What transactions require my ID?
    + -

    You must present a photo ID when making cash or check deposits, withdrawals, loan or credit card payments, Mastercard Cash Advances, currency exchanges*, check cashing, requesting cash back on a deposit, requesting a cashier’s check or money order and receiving information about your account.

    *RBFCU does not exchange foreign currency.

  • Why am I being asked for my ID on all transactions?
    + -

    In order to protect you and your account, RBFCU must identify the transacting person on an account each time a transaction is made.

  • Why is this required?
    + -

    For all transactions, RBFCU needs to be able to identify any person with whom we are conducting business. We retain the ID in our system to identify the transacting person for researching transactions, should questions arise, and to protect our members against potential fraud.

Ask RBFCU