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 | Sign-In, Email & Text Alerts | RBFCU Bill Pay™ | Online Deposit & RBFCU Mobile Deposit® | Move Money | Plaid | Multifactor Authentication (MFA) | STAR Program Help for Parents | STAR Program Help for Children | Paperless Preference (Electronic Statements & Documents) | 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:

    Via computer: Visit the Courtesy Pay page in your Online Banking account and follow the prompts to enroll.

    Via the RBFCU Mobile app:

    1. Sign in to the RBFCU Mobile app.
    2. Select the desired account.
    3. Under the Account Number, review the account’s Courtesy Pay status.
    4. If you want to activate Courtesy Pay:
      1. Select the “Courtesy Pay” link under your Account Number.
      2. Select your account and Courtesy Pay option.
      3. Read the statement under “What you need to know about Courtesy Pay.”
      4. Select “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. On the Account Summary page, tap “New Account” under “Deposit Accounts.”
    3. Verify your address, and tap “Let’s Get Started” to follow the self-service directions.
  • How does RBFCU pay checks and other transactions?
    + -

    Checks and debits are presented against your Account by posting transactions according to a processing schedule. For ACH and Electronic Check processing, credit transactions are posted first throughout the day followed by debit transactions, regardless of the dollar amount of the item.

  • 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?
    + -

    A Daily Fee Cap limit has been set at a maximum of nine Courtesy Pay and/or NSF fees that a member can incur per day. If a member has not exhausted their specific Courtesy Pay dollar amount, RBFCU will cover additional charges without issuing a fee.

    For more information, read “What You Need to Know About Overdrafts and Overdraft Fees.”

  • 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 an insufficient funds fee of $24 and the item will be returned unpaid.

    For more information, read “What You Need to Know About Overdrafts and Overdraft Fees.”

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

    You have 45 days to repay the transaction amount(s) plus fees incurred.

    For more information, read “What You Need to Know About Overdrafts and Overdraft Fees.”

  • How often can I use Courtesy Pay?
    + -

    There is a maximum limit of nine Courtesy Pay and/or Insufficient Funds fees a member can incur per day. However, if intended abuse of the program is identified, Courtesy Pay can be revoked.

    For more information, read “What You Need to Know About Overdrafts and Overdraft Fees.”

  • 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 Overdrafts and Overdraft Fees.”

  • 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:

  • 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:

    You can also “Freeze” your card to ensure no transactions are made while you search for the card, or “Replace” your card. If your card is connected to any mobile payment services, be sure to remove the card as a payment option.

  • 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:

  • 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 Overdrafts and Overdraft Fees.”

  • 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 Overdrafts and Overdraft Fees.”

  • 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 Overdrafts and Overdraft Fees.”

  • 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 by contacting an RBFCU representative or by visiting the Round Up page in your Online Banking account or the RBFCU Mobile app.

  • 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 do I activate my debit or credit card in the RBFCU Mobile app?
    + -

    Watch this video to learn how to activate and manage your cards using the Manage Cards feature in your Online Banking account:

  • How do I use Manage Cards in the RBFCU Mobile app?
    + -

    Watch this video to learn how to activate and manage your cards using the Manage Cards feature in your Online Banking account:

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

    Checks and debits are presented against your Account by posting transactions according to a processing schedule. For ACH and Electronic Check processing, credit transactions are posted first throughout the day followed by debit transactions, regardless of the dollar amount of the item.

  • 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:

    You can also “Freeze” your card to ensure no transactions are made while you search for the card, or “Replace” your card. If your card is connected to any mobile payment services, be sure to remove the card as a payment option.

  • 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:

 

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:

    You can also “Freeze” your card to ensure no transactions are made while you search for the card, or “Replace” your card. If your card is connected to any mobile payment services, be sure to remove the card as a payment option.

  • 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:

 

OVERDRAFT PROTECTION & COURTESY PAY

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

    To determine if you are eligible for Courtesy Pay:

    Via computer: Visit the Courtesy Pay page in your Online Banking account and follow the prompts to enroll.

    Via the RBFCU Mobile app:

    1. Sign in to the RBFCU Mobile app.
    2. Select the desired account.
    3. Under the Account Number, review the account’s Courtesy Pay status.
    4. If you want to activate Courtesy Pay:
      1. Select the “Courtesy Pay” link under your Account Number.
      2. Select your account and Courtesy Pay option.
      3. Read the statement under “What you need to know about Courtesy Pay.”
      4. Select “Submit.”
  • How many times can I use Courtesy Pay in a day?
    + -

    A Daily Fee Cap limit has been set at a maximum of nine Courtesy Pay and/or NSF fees that a member can incur per day. If a member has not exhausted their specific Courtesy Pay dollar amount, RBFCU will cover additional charges without issuing a fee.

    For more information, read “What You Need to Know About Overdrafts and Overdraft Fees.”

  • 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 an insufficient funds fee of $24 and the item will be returned unpaid.

    For more information, read “What You Need to Know About Overdrafts and Overdraft Fees.”

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

    You have 45 days to repay the transaction amount(s) plus fees incurred.

    For more information, read “What You Need to Know About Overdrafts and Overdraft Fees.”

  • How often can I use Courtesy Pay?
    + -

    There is a maximum limit of nine Courtesy Pay and/or Insufficient Funds fees a member can incur per day. However, if intended abuse of the program is identified, Courtesy Pay can be revoked.

    For more information, read “What You Need to Know About Overdrafts and Overdraft Fees.”

  • 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 Overdrafts and Overdraft Fees.”

  • 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:

  • 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:

  • 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 Overdrafts and Overdraft Fees.”

  • 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 Overdrafts and Overdraft Fees.”

  • 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 Overdrafts and Overdraft Fees.”

 

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 by contacting an RBFCU representative or by visiting the Round Up page in your Online Banking account or the RBFCU Mobile app.

  • 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 your 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 Banking or the RBFCU Mobile app, 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, the RBFCU Mobile app 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 Money Market balance falls below $2,500?
    + -

    You do not have to close your 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 Money Market.”

    If a transaction, payment or transfer presented electronically or over the phone to an external merchant causes your Available Balance to fall below the minimum requirement of $2500, the transaction will be rejected and returned unpaid. For complete details, please review our Truth in Savings Account Disclosures.

    When your balance is brought back up to $2,500, you will earn the RBFCU 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

  • Can a certificate or SuperSaver Certificate have joint owners?
    + -

    Yes. Certificates and SuperSaver Certificates can have joint owners as long as all of the joint owners are members of RBFCU.

  • Can I lose money with a certificate account?
    + -

    No. Certificates are low-risk ways to protect your money and earn a higher rate than regular savings or checking accounts. However, certificate accounts closed before their maturity date are subject to a penalty for early withdrawal.

    For more information, review the early withdrawal penalties in the Truth in Savings Account Disclosures.

  • Can I pay off a consumer loan with a certificate?
    + -

    Yes. You can request to close your certificate and use the proceeds to pay off a consumer loan. You must close your certificate prior to paying off the loan to assess appropriate certificate penalties when applicable.

  • Can I use a certificate or SuperSaver Certificate as collateral for a loan?
    + -

    Yes. You can use a certificate or SuperSaver Certificate as collateral for a loan. Only one loan is allowed per certificate. The loan term cannot exceed the certificate's maturity date.

    You cannot use IRA certificates as collateral for a loan.

    For more information, visit our Personal Loans page.

  • Is there a penalty for an early withdrawal on an IRA certificate?
    + -

    Yes. If funds are being withdrawn from an IRA certificate, IRS taxes and penalties may apply.

    For more information, review the early withdrawal penalties in the Truth in Savings Account Disclosures.

  • Is there a penalty for early closure of a certificate or SuperSaver certificate?
    + -

    Closing a certificate or SuperSaver certificate early (e.g., before the maturity date) may incur penalties. If funds are withdrawn from an IRA Share Certificate or IRA SuperSaver Certificate, IRS taxes and penalties may apply.

    For more information, review the early withdrawal penalties in the Truth in Savings Account Disclosures.

  • What are the benefits of a Share Certificate account?
    + -
    • Automatic renewal on maturity
    • Dividends paid monthly
    • Dividends can be:
    • Dividend rate locked in at purchase and through maturity
  • What is a Share Certificate account?
    + -

    A Share Certificate is a certificate issued by a credit union. It represents a deposit that is made for a certain period of time that earns specified dividends over that period. A Share Certificate is a term share account with a maturity of at least 6 months.

    A $1,000 minimum is required to open a Share Certificate account and earn the stated APY.

  • What is a SuperSaver Certificate?
    + -

    The SuperSaver Certificate is an 18-month Share Certificate or an 18-month IRA certificate that is offered at a higher dividend rate than a regular Share Certificate.

    Details:

    • $1,000 balance limit required to open account and earn stated APY
    • Dividends are paid monthly
    • Dividends can be compounded back to the certificate or paid into an RBFCU savings, checking or Money Market account
    • Higher dividend rate
    • Dividend rate is locked in at purchase or maturity dates
    • No limit to how many SuperSaver Certificates you can have
    • No monthly service fees
  • What is the grace period for a certificate?
    + -

    The grace period for a certificate is 10 days. After the certificate matures, you can choose to renew it or not renew it for the balance and term, without penalty.

  • What products are available for certificate loans?
    + -

    The only product available for certificate loans is Credit Insurance.

  • When are my funds available from my certificate loan?
    + -

    After finalizing the loan, the funds are available immediately.

 

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 your 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 Banking or the RBFCU Mobile app, 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, the RBFCU Mobile app 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 Money Market balance falls below $2,500?
    + -

    You do not have to close your 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 Money Market.”

    If a transaction, payment or transfer presented electronically or over the phone to an external merchant causes your Available Balance to fall below the minimum requirement of $2500, the transaction will be rejected and returned unpaid. For complete details, please review our Truth in Savings Account Disclosures.

    When your balance is brought back up to $2,500, you will earn the RBFCU 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 your 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 Banking or the RBFCU Mobile app, 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, the RBFCU Mobile app 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?
    + -

    Sign up for MemberSafe services through your Online Banking account. Once that is completed, 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 and visit the Identity Protection page. To make your MemberSafe coverage selection in the RBFCU Mobile app, tap the + button in the bottom menu, then “View Services,” then “Identity Protection.”

  • 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 and visit the Identity Protection page to make your coverage selection.

    To make your MemberSafe coverage selection in the RBFCU Mobile app:

    1. Sign in to the RBFCU Mobile app.
    2. Tap the + button in the bottom menu.
    3. Choose “View Services.”
    4. Select “Identity Protection.”

    Once you have upgraded to MemberSafe, you can no longer re-enroll in IDProtect 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 and visit the Identity Protection page to make your coverage selection.

    To make your MemberSafe coverage selection in the RBFCU Mobile app:

    1. Sign in to the RBFCU Mobile app.
    2. Tap the + button in the bottom menu.
    3. Choose “View Services.”
    4. Select “Identity Protection.”

    Once you have upgraded to MemberSafe, you can no longer re-enroll in IDProtect.

  • 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.

  • Are older devices supported by the RBFCU Mobile app?
    + -

    Older devices that are unable to run the latest operating system (OS) versions may not receive the OS security updates needed to run the RBFCU Mobile app. If you have an older device or you choose to use an older OS version on your device, you may not be able to access or use all the features available in the RBFCU Mobile app.

    Additionally, only certified devices are supported by the RBFCU Mobile app. If you need assistance with your device, please contact your mobile carrier or device’s manufacturer.

    If you have an older mobile device, you can still access your Online Banking account by visiting rbfcu.org on your device’s browser.

  • 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.

    Members are not permitted to deposit the following items via Mobile Deposit, per the Mobile Deposit User Agreement:

    1. Any item drawn on my Account or my affiliate's Account at RBFCU.
    2. Any item that is stamped with a "non-negotiable" watermark.
    3. Any item that contains evidence of alteration to the information on the check.
    4. Any item issued by a financial institution in a foreign country.
    5. Any item that is incomplete or inconsistent.
    6. Any item that is "stale dated" (more than six months from its date) or "postdated" (dated in the future).
    7. Any third party check, (i.e., any item that is made payable to another party and then endorsed to me by such party).
    8. Any item previously submitted for deposit.
    9. Any item that is a traveler’s check or savings bond.
    10. Any item that is not payable in United States currency.
    11. Any item payable to any person other than me or entity other than you.
    12. Any item payable to two (2) or more persons not alternatively, unless deposited into an account owned by all payees.
    13. Any item authorized over the telephone or otherwise lacking the original signature of the person authorizing the check (such as a remotely created check).
    14. Any item that is an electronically created item (such as an item that did not exist in paper form).
  • 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.

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

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

    1. Sign in to your Online Banking account or the RBFCU Mobile app.
    2. Select “Move Money” from the menu.
    3. Select “Pay a Bill.” Bill Pay will open in a new tab.
    4. Select the “Accounts” tab.
    5. Select “Add RBFCU account” and enter your account information to complete.
  • Can I change my username, password, or security questions and answers from the RBFCU Mobile app?
    + -

    Yes. To change these security settings:

    1. Sign in to the RBFCU Mobile app.
    2. Tap the profile icon in the top-right corner of the screen.
    3. Tap “Profile Settings.”
    4. Tap “Security Center.”
    5. Select “Username,” “Password,” or “Security Questions and Answers” and follow the prompts to change the setting.
  • Can I change or delete a 'Favorite'?
    + -

    To delete a Favorite, visit the Transfer Money to Myself or Joint page in your Online Banking account, and select “Remove Favorites” at the bottom of the screen.

    To delete a Favorite in the RBFCU Mobile app:

    1. Sign in to the RBFCU Mobile app.
    2. Tap “Move Money” in the bottom menu.
    3. Tap “Transfer/Send Money,” then “Send Money to Myself or Joint.”
    4. Select “Remove Favorites” at the bottom of the screen and follow the prompts.

    Please note: You cannot edit a Favorite at this time. If you need to change a Favorite, please remove it and add it again with the correct information.

  • Can I opt out of sign-in Alerts for my Online Banking account?
    + -

    No. Sign-in Alerts are mandatory security Alerts that cannot be disabled.

  • 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 RBFCU accounts, visit the Transfer Money to Myself or Joint page in Move Money in your Online Banking account.

    To set up a recurring transfer to another person’s RBFCU account, visit the Send Money to Someone Else page in Move Money in your Online Banking account.

    Complete the transfer details, and tap “Schedule for Future.” You’ll be given options to choose a transfer “Frequency,” “Start Date” and “End Date” to set up a recurring transfer.

    To set up a recurring transfer in the RBFCU Mobile app:

    1. Sign in to the app.
    2. Tap “Move Money.”
    3. Tap “Transfer/Send Money.”
    4. Select whether you’d like to send money to “Myself or Joint” or “Someone Else.”
    5. Complete the transfer details, and tap “Schedule for Future.” You’ll be given options to choose a transfer “Frequency,” “Start Date” and “End Date” to set up a recurring transfer.
  • Can I set up a recurring payment using my external account?
    + -

    You can, but first you’ll need to link and verify your external account using Plaid.

    1. Select the “Move Money” menu in Online Banking or the RBFCU Mobile app.
    2. Select “Make a Payment.”
    3. Select “Add Other Account,” then “External Account.”
    4. Enter your external account details and select “Add External Account.”
    5. You’ll be asked to validate your account through Plaid while initiating the recurring payment.
  • 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.

    Click here to sign in to your Online Banking account and set up a transfer to an external account, and enter the required information to complete.

    To set up a transfer to an external account in the RBFCU Mobile app:

    1. Sign in to the RBFCU Mobile app.
    2. Select the “Move Money” menu.
    3. To create a new transfer, select “Transfer/Send Money,” then “Send Money to Someone Else.”
    4. Select “Account.”
    5. Select “Add Other Account” and enter the details.
    6. 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 have to use MFA with my Online Banking account?
    + -

    No. If you’re more comfortable using RBFCU’s other options — OTP via text message or phone call, and security questions and answers — you’re free to keep using them. However, MFA is a much stronger security option to protect your account and very difficult for fraudsters to infiltrate.

  • 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.

  • Does the RBFCU Mobile app use push notifications for account Alerts?
    + -

    No. The RBFCU Mobile app uses push notifications to alert you regarding sign-in attempts from an unrecognized device, to update you on the status of loan applications, and for activity in the STAR program.

    Account Alerts — those that notify you to transactions made on your RBFCU accounts by type and amount — are sent via email and text message. Visit the “Set Alerts” page in your Online Banking account to manage your Alerts.

    To manage Alerts in the RBFCU Mobile app:

    1. Sign in to the app.
    2. Select the profile icon in the upper-right corner.
    3. Select “Set Alerts.”
    4. Select the type of Alert you’d like to manage from “Account & Loan Alerts,” “Card Alerts” or “Other Alerts.”
    5. Choose an account and follow the prompts to set your Alert preferences.
  • How can I cancel Bill Pay?
    + -

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

  • How can I clear the data and cache for the RBFCU Mobile app?
    + -

    To clear the data and cache for the RBFCU Mobile app on an Android device:

    1. Open “Settings.”
    2. Tap “Apps.”
    3. Tap the RBFCU Mobile App.
    4. Tap “Storage.”
    5. Tap “Clear Data.”

    While Apple devices don’t have a specific option to clear cached data, restarting your device may resolve any issues you may be experiencing. If restarting doesn’t work, uninstalling and reinstalling the RBFCU Mobile app will clear all data.

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

    To enroll in electronic statements for your credit card:

    1. Sign in to your Online Banking account or the RBFCU Mobile app.
    2. Select your credit card on the Account Summary page.
    3. Select “View Transactions” on the Credit Card Activity page to open the credit card servicing website.
    4. Select “Statements.”
    5. Select the toggle next to “Paperless statements" to switch it to “On.”
    6. Verify your email address, and follow the prompts to complete enrollment.

    Please note: You will only be enrolled in electronic statements for your credit card. This will not apply to your other RBFCU accounts.

  • How can I enroll in RBFCU Bill Pay?
    + -

    To enroll in Bill Pay:

    1. Sign in to your Online Banking account or the RBFCU Mobile app.
    2. Select “Move Money.”
    3. Select “Pay a Bill.” Bill Pay will open in a new tab.
    4. In the “Account Number” field, select the appropriate account.
    5. After reading the Terms and Conditions, select the “I agree to the Terms and Conditions” box.
    6. Click “Enroll.”
    7. If you get the “Help us protect you” dialogue box, select call or text to receive the temporary code. After you get the code, enter it in the box and click “Verify Code.”
    8. On the “Take care of your bills in 3 easy steps” screen, add or update the appropriate information.
  • How can I locate my nearest RBFCU branch or ATM using the RBFCU Mobile app?
    + -

    To locate your nearest RBFCU branch or ATM:

    1. Sign in to the RBFCU Mobile app.
    2. Tap the + button at the bottom of the screen to view your options.
    3. Tap “Contact Us.”
    4. Select “Locate a Branch or ATM” to open the location search.
  • 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. Open the Settings app on your device.
    2. Scroll down to the list of apps at the bottom, and choose the RBFCU Mobile app (listed as “RBFCU”).
    3. Here, you can choose to enable or disable permissions for specific app features.

    For Android users:

    1. From the Home screen, swipe up to access “All Apps.”
    2. Find and open the Settings app.
    3. Tap “Apps & Notifications.”
    4. Tap the RBFCU Mobile app (listed as “RBFCU”). 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 view my investments and accounts through RBFCU's Online Banking and the RBFCU Mobile app?
    + -

    To view investments and accounts through our Online Banking platform at rbfcu.org or the RBFCU Mobile app, start by signing in and selecting “Explore Products” on the navigational toolbar. Then select “Investments.” (For mobile app users, tap the plus sign icon (+) at the bottom, select “Explore Products” and then click the “Investments” card.)

    Follow the prompts, and from there, your investments and accounts will automatically appear.

  • 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 activate my debit or credit card in the RBFCU Mobile app?
    + -

    Watch this video to learn how to activate and manage your cards using the Manage Cards feature in your Online Banking account:

  • How do I adjust the refresh interval for the RBFCU Mobile app widget?
    + -

    On Android devices, you can adjust how often the RBFCU Mobile app widget is refreshed. This option is not available on Apple devices.

    To adjust the refresh interval on your Android device:

    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. Tap “Widget refresh interval” under “Widget Settings,” then choose a refresh interval of every ½ hour, hour, 2 hours, 4 hours, 8 hours or on demand.

     

    “Widget Settings” for the RBFCU Mobile app in Settings:

    Screenshot from Android device with Widget Settings highlighted

     

    “Widget Refresh Interval” options for the RBFCU Mobile app in Settings:

    Screenshot from Android device showing Widget Refresh Interval options

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

    To contact RBFCU by chat, secure message or phone:

    1. Sign in to the RBFCU Mobile app.
    2. Tap the + button at the bottom of the screen to view your options.
    3. Tap “Contact Us.”
    4. Select “Start Chat,” “Send a Secure Message” or “Call Member Services.”
  • How do I deposit checks with a digital camera?
    + -

    To deposit checks with a digital camera:

    1. Sign in to your Online Banking account to visit the Mobile Deposit page.
    2. Select your account.
    3. Choose “Continue with website?”
    4. If needed, read the “Registration” instructions and select “I Agree,” then click “Continue.”
    5. Using a digital camera, take a picture of the front and back of the check and download images to your device.
    6. Click “Add New Deposit.”
    7. Click “Load” to upload the file.
    8. Select “Submit.”
  • How do I deposit checks with a scanner?
    + -

    To deposit checks with a scanner:

    1. Sign in to your Online Banking account to visit the Mobile Deposit page.
    2. Select your account.
    3. Choose “Continue with website?”
    4. If needed, read the “Registration” instructions and select “I Agree,” then click “Continue.”
    5. Using a scanner, make scans of the front and back of the check.
    6. Click “Add New Deposit.”
    7. Click “Load” to upload the file.
    8. 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. Select the account where you’d like to deposit the check from the drop-down menu at the top of the screen.
    3. Sign your name on the back of the check and add “For mobile deposit only.”
    4. Tap the “Front” and “Back” camera icons to take photos of the front and back of the check.
    5. Confirm the deposit amount shown in the app matches the amount written on your paper check.
    6. Click “Submit” to complete your deposit. The RBFCU Funds Availability Policy applies to all deposits.
  • How do I disable MFA with an authenticator app?
    + -

    To disable MFA, please sign in to your Online Banking account to send a secure message or chat with a Member Service Representative. You can also call us at 210-945-3300 or visit your nearest branch. If you disable MFA, your Online Banking account will revert to the security option — OTP, or security question and answer — you previously had in place.

  • 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. The latest operating systems (OS) versions are required for security updates and will provide the best experience while using the RBFCU Mobile app. The minimum supported OS to use the RBFCU Mobile app are:

    • iPadOS® 13 or later
    • iPhone® iOS 13 or later
    • Android OS 5.1 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.

    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 enable push notifications for the RBFCU Mobile app?
    + -

    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 (listed as “RBFCU”).
    3. Tap “Notifications.”
    4. Toggle “Allow Notifications” to on and set your preferences.

    For Android users:

    1. From the Home screen, swipe up to access “All Apps.”
    2. Find and open the Settings app.
    3. Tap “Apps.”
    4. Choose the RBFCU Mobile app (listed as “RBFCU”) from the list.
    5. Tap “Notifications.”
    6. Toggle “Show Notifications” to on and set your preferences.

    Please note: Currently the RBFCU Mobile app uses push notifications to update you on the status of loan applications, and for activity in the STAR program.

  • How do I get a copy of my Mobile Deposit?
    + -

    To view processed a Mobile Deposit:

    1. Sign in to your Online Banking account to visit the Mobile Deposit page.
    2. Select your account.
    3. Choose “Continue with website?”
    4. On the Mobile Deposit screen, select the “Deposit History” (folder) icon in the upper-right corner.
    5. Select the PDF icon to the right of the deposit you wish to review.
  • How do I get the RBFCU Mobile app to update automatically?
    + -

    For Apple users:

    1. Open the Settings app on your device.
    2. Tap App Store.
    3. Tap the toggle next to “App Update” to turn on automatic updates for all app.

    Please note: Enabling automatic updates in the App Store Settings will enable this setting for all apps on your device.

    For Android users:

    1. Open the Google Play app.
    2. At the top right, tap the profile icon.
    3. Tap “Manage apps & device.”
    4. Tap “Manage” and find the RBFCU Mobile app.
    5. Tap on the RBFCU Mobile app’s name to open the app’s “Details” page.
    6. On the RBFCU Mobile app’s Details page, tap the three dots in the top right corner.
    7. Turn on “Enable auto update.”

    Please note: Settings can vary by phone. For more information about your specific device, visit the manufacturer’s website.

  • How do I know it's RBFCU asking me to verify a sign-in attempt and not a fraudster?
    + -

    RBFCU will only ask you to allow or deny access to an unrecognized device when it attempts to sign in to your Online Banking account via push notification or text message. You should only allow devices to access your Online Banking account if you personally own and use them.

    Remember: RBFCU employees will never ask you to provide or verify your username, password, security questions and answers, multifactor authentication (MFA) codes, MFA recovery codes or one-time passcodes (OTP) — not via push notification, not via text message, not ever. Also, an RBFCU employee will never need to sign in to your Online Banking account on your behalf. If someone contacts you claiming to be an RBFCU employee and asks you to approve a sign-in request for them, do not respond.

  • How do I manage text or email Alerts on my account?
    + -

    You can turn Alerts on and off on the Set Alerts page in your Online Banking account.

    To manage Alerts in the RBFCU Mobile app:

    1. Sign in to the RBFCU Mobile app.
    2. Select the profile icon in the upper-right corner.
    3. Select “Set Alerts.”
    4. Select the type of Alert you’d like to manage from “Account & Loan Alerts,” “Card Alerts” or “Other Alerts.”
    5. Choose an account and follow the prompts to set your Alert preferences.

    Please note: These settings are for managing optional Alerts only, such as those notifying you of transactions made on your RBFCU accounts by type or amount. Other Alerts, such as those notifying you of a sign-in attempt by an unrecognized device or the opening of a new account in your name, are mandatory security Alerts that cannot be disabled.

  • How do I navigate the RBFCU Mobile app?
    + -

    With the RBFCU Mobile app, your personal finances are easy to manage. Watch this video and learn how to use the app’s basic features:

  • 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. On the Account Summary page, tap “New Account” under “Deposit Accounts.”
    3. Verify your address, and tap “Let’s Get Started” to follow the self-service directions.
  • How do I opt in to receive my statements and documents electronically?
    + -

    Visit the Paperless Preference page in your Online Banking account to enroll in electronic statements and documents.

    To enroll via the RBFCU Mobile app:

    1. Sign in to the RBFCU Mobile app.
    2. Tap the + button at the bottom of the screen to view your options.
    3. Tap the “View Services” icon.
    4. Tap “Paperless Preference.”
    5. Check the boxes to agree to the Paperless Preference Agreement and consent to receive electronic documents.
    6. Tap the toggle to switch it from “Disabled” to “Enabled.”

    To enroll via text message, text PAPERLESS to 968772.

    Access to Paperless Statements and Documents is not immediate. You will start receiving your Paperless Statements and Documents beginning with the next statement cycle, which may be up to 30 days from the date you switch your Paperless Preference to electronic delivery. Statements and documents received by mail prior to switching will not be made available electronically, but can be obtained by contacting RBFCU. An Online Banking account is required to sign up for Paperless Statements and Documents.

    IRA statements, error resolution notices, tax statements or any additional financial documentation required by law will still be mailed until further notice.

  • 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 set up MFA with an authenticator app for my Online Banking account?
    + -

    To enable MFA for your account, sign in to your Online Banking account and visit the Multifactor Authentication page, or sign in to the RBFCU Mobile app.

    1. After you sign in, select the profile icon
    2. Select “Profile Settings”
    3. Select “Security Center”
    4. Select “Multifactor Authentication (MFA)”
    5. Under the “Authenticator App” section, select “Set Up Multifactor Authentication”
    6. You will be prompted for an OTP via text message or phone call to verify your identity. Select an option, then enter the code
    7. If you haven’t downloaded an authenticator app, you’ll be prompted to choose between Microsoft Authenticator and Google Authenticator. If you’ve already downloaded an authenticator app, select “Next” to skip this step
    8. On your device, add a new account in your authenticator app
    9. Then, scan the provided QR code or copy the 32-digit written code from your Online Banking account to verify your account in the authenticator app
    10. Enter the 6-digit code generated by the authenticator app in Online Banking, select “Enroll” to complete the setup and finally select “Submit”
    11. You’re done! You’ll receive a text message and/or email Alert to confirm your enrollment. On the success screen, you’ll be given a 16-digit recovery code. Save this code in a secure location so you’ll still be able to sign in to your Online Banking account in the event you lose access to the authenticator app — for example, if your device is lost, damaged or stolen

    After enabling MFA, you can choose to be prompted for a 6-digit MFA code every time you sign in to your Online Banking account. This is optional — but highly recommended — since MFA greatly strengthens your account’s security. To manage this option, visit the MFA page in your Online Banking account.

    Remember: RBFCU will never initiate a phone call, email or text message asking you to provide your authenticator code or recovery code. Do not provide these codes to anyone.

  • How do I set up sign-in Alerts for my Online Banking account?
    + -

    Sign-in Alerts are a security feature that’s automatically included with Online Banking. No action is required on your part to enable sign-in Alerts.

    However, there are some settings you can review to ensure RBFCU is able to deliver sign-in Alerts to you:

    • Update the RBFCU Mobile app to the latest version: Visit rbfcu.org/update from your device to go to your app store. If you see an “Update” button, tap it to install the latest version of the app.
    • Turn on push notifications for the RBFCU Mobile app on your device:
      • 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 (listed as “RBFCU”).
        3. Tap “Notifications.”
        4. Toggle “Allow Notifications” to on and set your preferences.
      • For Android users:
        1. From the Home screen, swipe up to access “All Apps.”
        2. Find and open the Settings app.
        3. Tap “Apps.”
        4. Choose the RBFCU Mobile app (listed as “RBFCU”) from the list.
        5. Tap “Notifications.”
        6. Toggle “Show Notifications” to on and set your preferences.
    • Opt-in to text messages: You may have opted out of text messages from RBFCU at some point. To opt in to RBFCU text messages, text START to 968772 and 839872. You’ll receive a confirmation letting you know you’ve successfully subscribed to RBFCU text messages.
    • Verify we have your current mobile phone number: You can do this in your Online Banking account or in the RBFCU Mobile app:
      1. Sign in and select the “My Profile” icon in the top-right corner.
      2. Select “Profile Settings.”
      3. Select “Contact Settings,” and follow the prompts to update your email address, phone number or mailing address.
  • How do I transfer money between my accounts with Move Money in the RBFCU Mobile app?
    + -

    Watch this video to learn how to make transfers between your accounts using our Move Money feature:

  • 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 Google Chrome on my mobile device?
    + -

    Click here for instructions on how to update Chrome on your Apple device.

    Click here for instructions on how to update Chrome on your Android device.

  • How do I update my email address, phone number or mailing address with RBFCU?
    + -

    You can update your contact information in your Online Banking account or in the RBFCU Mobile app:

    1. Sign in and select the “My Profile” icon in the top-right corner.
    2. Select “Profile Settings.”
    3. Select “Contact Settings,” and follow the prompts to update your email address, phone number or mailing address.
  • 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 on the Apple® App Store® or Google Play™ 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.

    For full app functionality, please ensure your device is running the latest software. The latest operating systems (OS) versions are required for security updates and will provide the best experience while using the RBFCU Mobile app. The minimum supported OS to use the RBFCU Mobile app are:

    • iPadOS® 13 or later
    • iPhone® iOS 13 or later
    • Android™ OS 5.1 or later
  • How do I use Manage Cards in the RBFCU Mobile app?
    + -

    Watch this video to learn how to activate and manage your cards using the Manage Cards feature in your Online Banking account:

  • How do I verify which OS version is running on my mobile device?
    + -

    To verify which operating system (OS) version is running on your mobile device:

    For iPhone® or iPad®, open the “Settings” app, tap “General” and select “About.” Look for “Software Version” to see the iOS version your device is using.

    For Android™, open the “Settings” app, then select “About Phone” or “About Device.” Tap “Software information” to see the OS list for “Android Version.”

  • How do I view my account statements and documents in the RBFCU Mobile app?
    + -

    To view your account statements and documents in the RBFCU Mobile app:

    1. Sign in to the RBFCU Mobile app.
    2. Tap the account for the statement or document you’d like to view.
    3. After your Account Activity loads, tap the + button at the bottom of the screen to view your account options.
    4. Tap “Statements & Tax Docs” to see your current and previous statements for the account.

    Please note: You must be opted in to Paperless Preference to access your account statements and documents in the RBFCU Mobile app. To opt in to Paperless Preference:

    1. Sign in to the RBFCU Mobile app.
    2. Tap the + button at the bottom of the screen to view your options.
    3. Tap the “View Services” icon.
    4. Tap “Paperless Preference.”
    5. Check the boxes to agree to the Paperless Preference Agreement and consent to receive electronic documents.
    6. Tap the toggle to switch it from “Disabled” to “Enabled.”

    Access to Paperless Statements and Documents is not immediate. You will start receiving your Paperless Statements and Documents beginning with the next statement cycle, which may be up to 30 days from the date you switch your Paperless Preference to electronic delivery. Statements and documents received by mail prior to switching will not be made available electronically, but can be obtained by contacting RBFCU. An Online Banking account is required to sign up for Paperless Statements and Documents.

    IRA statements, error resolution notices, tax statements or any additional financial documentation required by law will still be mailed until further notice.

  • How does RBFCU's MFA work?
    + -

    To use MFA, you’ll need to download an authenticator app to your device. After you set up the authenticator app and enable MFA in your Online Banking account, RBFCU will use MFA to verify high-risk sign-in attempts. For example, if you get a new phone, RBFCU will prompt you to provide your MFA code the first time you try to sign in to your Online Banking account, just to make sure it’s really you. Asking for MFA in these situations lets RBFCU verify your identity, and gives us another line of defense in protecting your account from fraudsters.

    You’ll also have the option to use MFA every time you sign in to your Online Banking account, which greatly strengthens your account’s security.

    If you’re currently receiving an OTP code or answering a security question every time you sign in to your Online Banking account, enabling MFA will replace these sign-in options.

  • 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 or contact the Member Service Center.

  • 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 deposit limit is $10,000. If you need to request a temporary limit increase, please contact our Member Service Center at 210-945-3300.

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

    To access your Bill Pay information:

    1. Sign in to your Online Banking account or the RBFCU Mobile app.
    2. Select “Move Money.”
    3. Select “Pay a Bill.” Bill Pay will open in a new tab.
    4. In the “Account Number” field, select the appropriate account.
    5. After reading the Terms and Conditions, select the “I agree to the Terms and Conditions” box.
    6. Click “Enroll.”
    7. If you get the “Help us protect you” dialogue box, select call or text to receive the temporary code. After you get the code, enter it in the box and click “Verify Code.”
    8. On the “Take care of your bills in 3 easy steps” screen, add or update the appropriate information.
  • I accidentally responded ALLOW to a sign-in Alert when I meant to respond DENY. What should I do?
    + -

    If you responded ALLOW to a sign-in attempt you meant to DENY, you should immediately contact RBFCU at 210-945-3300 for assistance.

    If you’re still able to access your Online Banking account, report the unauthorized access to RBFCU and take the following steps:

    1. Sign in and check your account for any changes or transactions that you did not authorize — for example, changes to your email address or other contact information, added joint owners on your accounts, or fraudulent transfers
      • To check your contact information: Select the profile icon, then “Profile Settings,” then “Contact Settings.” Be sure to update any incorrect or outdated information
      • To check your joint owners: Select the profile icon, then “Profile Settings,” then “Account Roles.” Be sure to remove anyone who shouldn’t have access to your accounts
    2. Next, change your password to a strong, unique password. Get tips on creating a strong password here
      • To change your password: Select the profile icon, then “Profile Settings,” then “Security Center”
    3. Consider changing your username, since it’s likely it has also been compromised
      • To change your username: Select the profile icon, then “Profile Settings,” then “Security Center”
    4. Enable multifactor authentication (MFA) for your account. Get directions for setting up MFA here

    If you’re unable to access your Online Banking account, try the self-service options to reset your username and/or password. If you're still unable to regain access to your account, contact RBFCU at 210-945-3300 or visit your nearest branch for assistance.

    Additionally, you should monitor your accounts regularly and report any suspicious transactions.

  • I accidentally responded DENY to a sign-in Alert when I meant to respond ALLOW. What should I do?
    + -

    If you responded DENY to a legitimate sign-in attempt, simply sign in again. You’ll receive another sign-in Alert and can respond ALLOW instead.

  • I already have the RBFCU Mobile app, but my device wasn't recognized and I didn't receive an Alert when trying to sign in. What should I do?
    + -

    If you’re trying to access your Online Banking account from the RBFCU Mobile app and you didn’t receive an Alert to approve the sign-in attempt, please review the following settings:

    • Update the RBFCU Mobile app to the latest version: Visit rbfcu.org/update from your device to go to your app store. If you see an “Update” button, tap it to install the latest version of the app.
    • Turn on push notifications for the RBFCU Mobile app on your device:
      • 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 (listed as “RBFCU”).
        3. Tap “Notifications.”
        4. Toggle “Allow Notifications” to on and set your preferences.
      • For Android users:
        1. From the Home screen, swipe up to access “All Apps.”
        2. Find and open the Settings app.
        3. Tap “Apps.”
        4. Choose the RBFCU Mobile app (listed as “RBFCU”) from the list.
        5. Tap “Notifications.”
        6. Toggle “Show Notifications” to on and set your preferences.
    • Opt-in to text messages: You may have opted out of text messages from RBFCU at some point. To opt in to RBFCU text messages, text START to 968772 and 839872. You’ll receive a confirmation letting you know you’ve successfully subscribed to RBFCU text messages.

    If you need further assistance, please contact the Member Service Center.

  • I already have the RBFCU Mobile app. Why wasn't my device recognized when I tried to sign in to my Online Banking account?
    + -

    If you haven’t signed in to your Online Banking account through the RBFCU Mobile app in some time, or you’ve recently uninstalled and reinstalled the app, your device may not be recognized. Simply respond ALLOW to the sign-in Alert and your device will be recognized the next time you sign in to your 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 send a secure message in your Online Banking account, contact a Member Service Representative through chat 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 have Iris sign-in enabled. Why isn't my biometric option working?
    + -

    On certain devices, the OS settings may not save the credentials when using Iris. It is recommended that you try using another biometric option, such as face or fingerprint sign-in if you wish to save your credentials.

  • I received a text message that appears to be from RBFCU asking me to allow or deny a sign-in attempt to my Online Banking account. How can I tell if it's legitimate?
    + -

    Text messages from RBFCU to verify sign-in attempts are sent from a shortcode, or a shortened phone number. However, please be aware that fraudsters can imitate legitimate phone numbers, including shortcodes.

    RBFCU will only ask you to respond with “Allow” or “Deny” to a text message asking you to verify a sign-in attempt for your Online Banking account. We will never ask you to provide or verify your sign-in credentials, including your username, password, security questions and answers, multifactor authentication (MFA) codes, MFA recovery codes or one-time passcodes (OTP). Also, RBFCU will not sign in to your Online Banking account on your behalf, so we will never ask you to approve a sign-in request for us.

  • 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, 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 want to get rid of my device. How do I remove a device from my Online Banking account that should no longer be trusted?
    + -

    To remove a device from your account, contact the Member Service Center at 210-945-3300.

  • 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. To use this feature, you must enable biometrics on your device.

  • 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.

  • I'm an active Online Banking user. Will I be asked to ALLOW or DENY my device before I sign in to my Online Banking account?
    + -

    No. RBFCU will recognize devices you’ve been actively using for Online Banking. You won’t be asked to verify a device you’ve been using for Online Banking.

    However, if you’ve recently uninstalled and reinstalled the RBFCU Mobile app or cleared the browser cache on your device, your device may not be recognized and you may be asked to verify your next sign-in attempt.

  • 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.

  • I've misplaced my MFA recovery code. Can I get a new one?
    + -

    Yes. If you misplaced your recovery code but still have access to your authenticator app, you can get a new recovery code by visiting the Multifactor Authentication page in your Online Banking account or the RBFCU Mobile app, and repeating the MFA setup.

    If you misplaced your recovery code and don’t have access to your authenticator app — for example, if your device is lost, damaged or stolen — call the Member Service Center at 210-945-3300 or visit your nearest branch to regain access to your Online Banking account.

    Remember: RBFCU will never initiate a phone call, email or text message asking you to provide your authenticator code or recovery code. Do not provide these codes to anyone.

  • 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 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 for easy selection next time you make a transfer.

    Visit the Send Money to Someone Else page in your Online Banking account to set up a Favorite.

    To set up a Favorite in the RBFCU Mobile app:

    1. Sign in to the RBFCU Mobile app.
    2. Tap “Move Money” in the bottom menu.
    3. Select “Transfer/Send Money,” then “Send Money to Someone Else.”
    4. Choose the “Account” option.
    5. Select “Add Other Account” and enter the account details.
    6. Check the “Add to Favorites” box to save it as a Favorite.
  • What are micro-deposits?
    + -

    Micro-deposits are small sums of money ($0.01-$0.99) that are transferred online from one financial account to another. The purpose of the micro-deposits is to verify the receiving account. Plaid sends two micro-deposits and verifies the deposited amounts within 1-2 business days. After verification is completed, the funds are automatically recovered. When verification is not completed, the micro-deposit auto-expires and the funds are automatically recovered.

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

    The minimum supported environments include:

    • Microsoft Edge (latest version)
    • Firefox (latest version)
    • Chrome (latest version) 
    • Safari (latest version)
    • High Speed Internet Connection
  • What authenticator apps will work with my Online Banking account?
    + -

    RBFCU supports Microsoft® Authenticator and Google Authenticator™; choose the app you prefer.

    iPhone Users: Download Microsoft Authenticator | Download Google Authenticator

    Android Users: Download Microsoft Authenticator | Download Google Authenticator

    If you’re already using one of these apps for another account, you’ll be able to add your RBFCU account to the existing app.

  • 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, the RBFCU Mobile app 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, send a secure message in your Online Banking account or call 210-945-3300.

  • What if someone who says they work for RBFCU contacts me to ask for my authenticator code?
    + -

    RBFCU will never initiate a phone call, email or text message to anyone — members or non-members — asking for your sign-in information, including usernames, passwords, security questions and one-time passcodes, or other personal information, like account or Social Security numbers. This includes codes generated for your RBFCU Online Banking account by an authenticator app, and your MFA recovery code. Never provide these codes to anyone, and keep your recovery code in a secure location you’re able to access if your device is lost, damaged or stolen.

  • 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 a trusted device?
    + -

    A trusted device is an electronic device you frequently use (e.g., your mobile phone, tablet or home computer). It is a device we know is yours and that we used to verify your identity using Multifactor Authentication (MFA).

  • What is multifactor authentication?
    + -

    Multifactor authentication, or MFA, means providing two or more pieces of information in order to sign in to an account. You may also see this called two-factor authentication, or 2FA, when only two pieces of information are required. In most cases, this means you’ll need a one-time passcode (OTP) when you sign in, as well as the account password you’ve chosen. The code is sent to you via text message, email or phone call, or provided to you by another app, and typically expires after 30 seconds.

    Combining a strong password with an OTP means it’s far more difficult for a fraudster to gain unauthorized access to your account with just your password, making MFA a highly recommended form of account security available for consumers.

    Learn more about how MFA works and why you should use it from the Cybersecurity & Infrastructure Security Agency (CISA).

  • What is Plaid?
    + -

    Plaid is a service that helps securely establish a connection between your RBFCU accounts and your external accounts at other financial institutions.

  • 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 mobile operating system versions are supported by the RBFCU Mobile app?
    + -

    The latest operating systems (OS) versions are required for security updates and will provide the best experience while using the RBFCU Mobile® app. The minimum supported OS to use the RBFCU Mobile app are:

    • iPadOS 13® or later
    • iPhone® iOS 13 or later
    • Android™ OS 5.1 or later

    Older devices that are unable to run the latest OS versions may not receive the OS security updates needed to run the RBFCU Mobile app. If you have an older device or you choose to use an older OS version on your device, you may not be able to access or use all the features available in the RBFCU Mobile app.

  • What other MFA options are available for my Online Banking account?
    + -

    RBFCU also offers the following options when signing in to your Online Banking account on rbfcu.org or the RBFCU Mobile app:

    • One-time passcode (OTP) by call or text
    • Security question and answer

    You can enable these options to prompt every time you sign in to your account.

    To enable OTP for your account, sign in to your Online Banking account and visit the Multifactor Authentication page.

    To enable OTP in the RBFCU Mobile app:

    1. Sign in to the app.
    2. Select the profile icon in the upper-right corner.
    3. Select “Profile Settings.”
    4. Select “Security Center.”
    5. Select “One-Time Passcode.”
    6. Turn the toggle switch next to “Enabled” to the “on” position.

    Note: You must add a valid phone number or mobile number to your Online Banking account to use OTP.

    To update your security question and answer, sign in to your Online Banking account and visit the Security Questions and Answers page.

    To update in the RBFCU Mobile app:

    1. Sign in to the app.
    2. Select the profile icon in the upper-right corner.
    3. Select “Profile Settings.”
    4. Select “Security Center.”
    5. Select “Security Questions and Answers.”
    6. Follow the prompts to add or update your question and answer.
  • What should I do if I enable MFA and lose access to the authenticator app?
    + -

    If you lose access to the authenticator app — for example, if your device is lost, damaged or stolen — you can enter your recovery code to gain access to your account. You’ll then be able to repeat the MFA setup process on your device and you’ll receive a new recovery code.

    If you’ve lost your recovery code, call the Member Service Center at 210-945-3300 or visit your nearest branch to regain access to your Online Banking account.

  • What should I do if I find fraudulent transactions in my Online Banking account or on my account statement?
    + -

    Visit the “How to Report Fraud to RBFCU” page for instructions on reporting suspicious transactions, including:

    • How to dispute debit card, credit card, checking, savings and Money Market transactions
    • How to stop payment on a check
    • How to report fraud involving your debit card
    • How to dispute a credit card transaction
  • What should I do if I receive a sign-in Alert and I'm not trying to sign in to my Online Banking account?
    + -

    If you receive a sign-in Alert and you’re not trying to sign in to your Online Banking account, respond DENY to prevent the unrecognized device from accessing to your accounts. We strongly recommend you change your password if you deny a sign-in attempt. Visit the Password Settings page in your Online Banking account to change it. To change your password in the RBFCU Mobile app:

    1. Sign in to the app.
    2. Select the profile icon in the upper-right corner.
    3. Select “Profile Settings.”
    4. Select “Security Center.”
    5. Select “Password” and follow the prompts to change it.

    You can find tips for creating a strong password here.

    If you’re not already using multifactor authentication (MFA), consider enabling it for your Online Banking account. MFA makes it far more difficult for a fraudster to gain unauthorized access if they obtain your password. Get directions for setting up MFA here.

    You should also consider changing your username, since it has also been compromised. Visit the Username Settings page in your Online Banking account to change it. To change your username in the RBFCU Mobile app:

    1. Sign in to the app.
    2. Select the profile icon in the upper-right corner.
    3. Select “Profile Settings.”
    4. Select “Security Center.”
    5. Select “Username” and follow the prompts to change it.
  • What should I do if I see suspicious activity in my Online Banking account?
    + -

    If you see suspicious activity in your account — such as you notice favorite accounts or joint owners you didn’t add, or changes to your contact information that you didn’t authorize — your Online Banking account may have been compromised. You should immediately contact RBFCU at 210-945-3300 for assistance.

    If you’re still able to access your Online Banking account, report the unauthorized access to RBFCU and take the following steps:

    1. Sign in and check your account for any changes or transactions that you did not authorize — for example, changes to your email address or other contact information, added joint owners on your accounts, or fraudulent transfers
      • To check your contact information: Select the profile icon, then Profile Settings, then Contact Settings. Be sure to update any incorrect or outdated information
      • To check your joint owners: Select the profile icon, then Profile Settings, then Account Roles. Be sure to remove anyone who shouldn’t have access to your accounts
    2. Next, change your password to a strong, unique password. Get tips on creating a strong password here
      • To change your password: Select the profile icon, then Profile Settings, then Security Center
    3. Consider changing your username, since it’s likely it has also been compromised
      • To change your username: Select the profile icon, then Profile Settings, then Security Center
    4. Enable multifactor authentication (MFA) for your account. Get directions for setting up MFA here

    If you’re unable to access your Online Banking account, try the self-service options to reset your username and/or password. If you're still unable to regain access to your account, contact RBFCU at 210-945-3300 or visit your nearest branch for assistance.

    Additionally, you should monitor your accounts regularly and report any suspicious transactions.

  • 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, savings or Money Market 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 on the Deposit History page (folder icon) 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 do I go to verify my micro-deposits?
    + -
    1. Select the “Move Money” menu in Online Banking or the RBFCU Mobile app.
    2. Select “Make a Payment.”
    3. Select the external account you wish to verify in the “From” drop-down menu, and then select “Verify Account.”
    4. You will be taken to Plaid where you can enter the micro-deposit amounts.
    5. After successfully verifying your external account, you’ll be able to use that account to “Make a Payment” to your RBFCU loan or credit card.
  • Where is my 'Favorites' list?
    + -

    Visit the Send Money to Someone Else page in your Online Banking account to see the accounts in your Favorites list.

    To see the accounts in your Favorites list in the RBFCU Mobile app:

    1. Sign in to the RBFCU Mobile app.
    2. Tap “Move Money” in the bottom menu.
    3. Select “Transfer/Send Money,” then “Send Money to Someone Else.”
    4. Choose the “Account” option. Your Favorites will be listed in the “To” drop-down for easy access when setting up a transfer.
  • 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.

  • Why am I being rerouted to this third-party service to enter my external account?
    + -

    As specified by Automated Clearing House (ACH) rules, RBFCU must confirm the account to be debited is valid. We have chosen to utilize Plaid to make this confirmation on RBFCU’s behalf.

  • Why am I getting an error message that says 'connectivity down'?
    + -

    If you’re receiving a “connectivity down” error message, there may be an issue connecting to the other financial institution. Please select the “Link with account number” option, where you can enter your external account information to manually link the account with the micro-deposits.

  • Why am I getting an error message that says 'unable to validate credentials for this financial institution'?
    + -

    The information for your external account entered into RBFCU’s Online Banking or mobile app is either incorrect or does not match your other financial institution’s routing number and/or account number. Please verify that you’ve entered your external account details correctly.

  • Why am I not receiving push notifications from the RBFCU Mobile app?
    + -

    You may have push notifications for the RBFCU Mobile app disabled on your device. Follow the directions below to enable push notifications from the RBFCU app.

    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 (listed as “RBFCU”).
    3. Tap “Notifications.”
    4. Toggle “Allow Notifications” to on and set your preferences.

    For Android users:

    1. From the Home screen, swipe up to access “All Apps.”
    2. Find and open the Settings app.
    3. Tap “Apps.”
    4. Choose the RBFCU Mobile app (listed as “RBFCU”) from the list.
    5. Tap “Notifications.”
    6. Toggle “Show Notifications” to on and set your preferences.

    Please note: Currently the RBFCU Mobile app uses push notifications to alert you regarding sign-in attempts from an unrecognized device, to update you on the status of loan applications, and for activity in the STAR program.

  • Why am I not receiving text messages from RBFCU?
    + -

    You may have opted out of text messages from RBFCU at some point. To opt in to RBFCU text messages, text START to 968772 and 839872. You’ll receive a confirmation letting you know you’ve successfully subscribed to RBFCU text messages.

  • Why am I repeatedly being asked to reset my Online Banking password when I sign in?
    + -

    Repeated password reset requests may display when trying to sign into your Online Banking profile if:

    • Auto-filled passwords: Your internet browser is auto-filling an invalid or incorrect password.
    • Bookmarks or favorites: Accessing the RBFCU website from an outdated bookmark or saved favorites link.
    • Credential stuffing: Credential stuffing occurs when fraudsters attempt to sign in with random usernames and passwords in hopes they gain access to an account. In the case of credential stuffing, changing your username to a combination of letters, numbers and uncommon phrases is beneficial.
    • Third-party websites or apps: If you’ve linked your RBFCU account to another website or app — for example, a personal finance or money transfer app — and recently changed your RBFCU Online Banking credentials, you'll need to update your information within that website or app.
  • Why did a transfer automatically go into account xxxx?
    + -

    Default accounts are picked based on the member’s most used account, but members can select a new default account at any time.

    Visit the Account Settings page in your Online Banking account, and toggle the “Receive funds from other RBFCU members” option to on (green) for your preferred default account.

    To change your default account on the RBFCU Mobile app:

    1. Sign in to the RBFCU Mobile app.
    2. Select the profile icon in the top right corner of the screen.
    3. Select “Profile Settings.”
    4. Select “Update” under “Account Settings.”
    5. 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 by visiting “Transfer Money to Myself or Joint” in Move Money in Online Banking, or by tapping “Move Money,” then “Transfer/Send Money,” then “Send Money to Myself or Joint” in the RBFCU Mobile app.

  • Why didn't I receive a sign-in Alert for my Online Banking account?
    + -

    Sign-in Alerts are only sent if an unrecognized device is trying to access your Online Banking account. If you believe you should have received a sign-in Alert and didn’t, please review the following settings:

    • Update the RBFCU Mobile app to the latest version: Visit rbfcu.org/update from your device to go to your app store. If you see an “Update” button, tap it to install the latest version of the app.
    • Turn on push notifications for the RBFCU Mobile app on your device:
      • 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 (listed as “RBFCU”).
        3. Tap “Notifications.”
        4. Toggle “Allow Notifications” to on and set your preferences.
      • For Android users:
        1. From the Home screen, swipe up to access “All Apps.”
        2. Find and open the Settings app.
        3. Tap “Apps.”
        4. Choose the RBFCU Mobile app (listed as “RBFCU”) from the list.
        5. Tap “Notifications.”
        6. Toggle “Show Notifications” to on and set your preferences.
    • Opt-in to text messages: You may have opted out of text messages from RBFCU at some point. To opt in to RBFCU text messages, text START to 968772 and 839872. You’ll receive a confirmation letting you know you’ve successfully subscribed to RBFCU text messages.
    • Verify we have your current mobile phone number: You can do this in your Online Banking account or in the RBFCU Mobile app:
      1. Sign in and select the “My Profile” icon in the top-right corner.
      2. Select “Profile Settings.”
      3. Select “Contact Settings,” and follow the prompts to update your email address, phone number or mailing address.

    If you need further assistance, please contact the Member Service Center.

  • Why do I have to download another app to use MFA?
    + -

    An authenticator app is required to use MFA. Having a second, separate app to provide the temporary, machine-generated code to sign in is what makes MFA such a strong security feature.

  • Why do I see duplicate external accounts listed in Move Money?
    + -

    You may have added your external account previously as an RBFCU account and again as an external account. To remove any duplicates:

    1. Select the “Move Money” menu in Online Banking or the RBFCU Mobile app.
    2. In Online Banking, select “Send Money to Someone Else.” In the RBFCU Mobile app, select “Transfer/Send Money,” then “Send Money to Someone Else.”
    3. Choose the “Account” option.
    4. Select the “Remove Favorites” link at the bottom of the screen.
    5. Choose the Favorite you’d like to delete, then select “Delete” when the option appears.
  • Why isn't chat working on the RBFCU Mobile app during chat hours?
    + -

    Chat representatives are available 7 a.m. to 7 p.m. Monday through Friday, and 9 a.m. to 4 p.m. on Saturday. If you receive an error message that says “Chat Unavailable” during this time, please check to make sure you’re using the latest version of the RBFCU Mobile app.

    To check, visit rbfcu.org/update from your device. If you see an “Update” button, your app needs to be updated to the latest version.

    If you’re still unable to access chat, please visit the Contact Us page for more options.

  • Why was I prompted to set up a trusted device?
    + -

    As part of an ongoing effort to protect your personal and account information, we allow you to designate a trusted device you frequently use to access your account. Designating a trusted device provides an additional layer of security for your information.

  • 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 I be asked to ALLOW or DENY my device every time I sign in to my Online Banking account?
    + -

    No. You’ll be asked to verify a sign-in attempt from unrecognized devices only.

    For example, if you get a new phone, you’ll get an Alert asking you to ALLOW or DENY the device when you attempt to sign in to your Online Banking account the first time. However, once you allow a device, it will be labeled as recognized and you won’t be asked to verify it again the next time you sign in.

  • Will I still receive OTP codes via text message or phone call if I enable MFA?
    + -

    MFA will replace the OTP codes provided via text message or phone call for signing in to your Online Banking account, but you may still be prompted for this type of OTP to complete certain transactions once you’ve signed in.

  • 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.

 

SIGN-IN, EMAIL & TEXT ALERTS

  • How do I set up sign-in Alerts for my Online Banking account?
    + -

    Sign-in Alerts are a security feature that’s automatically included with Online Banking. No action is required on your part to enable sign-in Alerts.

    However, there are some settings you can review to ensure RBFCU is able to deliver sign-in Alerts to you:

    • Update the RBFCU Mobile app to the latest version: Visit rbfcu.org/update from your device to go to your app store. If you see an “Update” button, tap it to install the latest version of the app.
    • Turn on push notifications for the RBFCU Mobile app on your device:
      • 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 (listed as “RBFCU”).
        3. Tap “Notifications.”
        4. Toggle “Allow Notifications” to on and set your preferences.
      • For Android users:
        1. From the Home screen, swipe up to access “All Apps.”
        2. Find and open the Settings app.
        3. Tap “Apps.”
        4. Choose the RBFCU Mobile app (listed as “RBFCU”) from the list.
        5. Tap “Notifications.”
        6. Toggle “Show Notifications” to on and set your preferences.
    • Opt-in to text messages: You may have opted out of text messages from RBFCU at some point. To opt in to RBFCU text messages, text START to 968772 and 839872. You’ll receive a confirmation letting you know you’ve successfully subscribed to RBFCU text messages.
    • Verify we have your current mobile phone number: You can do this in your Online Banking account or in the RBFCU Mobile app:
      1. Sign in and select the “My Profile” icon in the top-right corner.
      2. Select “Profile Settings.”
      3. Select “Contact Settings,” and follow the prompts to update your email address, phone number or mailing address.
  • Will I be asked to ALLOW or DENY my device every time I sign in to my Online Banking account?
    + -

    No. You’ll be asked to verify a sign-in attempt from unrecognized devices only.

    For example, if you get a new phone, you’ll get an Alert asking you to ALLOW or DENY the device when you attempt to sign in to your Online Banking account the first time. However, once you allow a device, it will be labeled as recognized and you won’t be asked to verify it again the next time you sign in.

  • I'm an active Online Banking user. Will I be asked to ALLOW or DENY my device before I sign in to my Online Banking account?
    + -

    No. RBFCU will recognize devices you’ve been actively using for Online Banking. You won’t be asked to verify a device you’ve been using for Online Banking.

    However, if you’ve recently uninstalled and reinstalled the RBFCU Mobile app or cleared the browser cache on your device, your device may not be recognized and you may be asked to verify your next sign-in attempt.

  • What should I do if I receive a sign-in Alert and I'm not trying to sign in to my Online Banking account?
    + -

    If you receive a sign-in Alert and you’re not trying to sign in to your Online Banking account, respond DENY to prevent the unrecognized device from accessing to your accounts. We strongly recommend you change your password if you deny a sign-in attempt. Visit the Password Settings page in your Online Banking account to change it. To change your password in the RBFCU Mobile app:

    1. Sign in to the app.
    2. Select the profile icon in the upper-right corner.
    3. Select “Profile Settings.”
    4. Select “Security Center.”
    5. Select “Password” and follow the prompts to change it.

    You can find tips for creating a strong password here.

    If you’re not already using multifactor authentication (MFA), consider enabling it for your Online Banking account. MFA makes it far more difficult for a fraudster to gain unauthorized access if they obtain your password. Get directions for setting up MFA here.

    You should also consider changing your username, since it has also been compromised. Visit the Username Settings page in your Online Banking account to change it. To change your username in the RBFCU Mobile app:

    1. Sign in to the app.
    2. Select the profile icon in the upper-right corner.
    3. Select “Profile Settings.”
    4. Select “Security Center.”
    5. Select “Username” and follow the prompts to change it.
  • I received a text message that appears to be from RBFCU asking me to allow or deny a sign-in attempt to my Online Banking account. How can I tell if it's legitimate?
    + -

    Text messages from RBFCU to verify sign-in attempts are sent from a shortcode, or a shortened phone number. However, please be aware that fraudsters can imitate legitimate phone numbers, including shortcodes.

    RBFCU will only ask you to respond with “Allow” or “Deny” to a text message asking you to verify a sign-in attempt for your Online Banking account. We will never ask you to provide or verify your sign-in credentials, including your username, password, security questions and answers, multifactor authentication (MFA) codes, MFA recovery codes or one-time passcodes (OTP). Also, RBFCU will not sign in to your Online Banking account on your behalf, so we will never ask you to approve a sign-in request for us.

  • I accidentally responded ALLOW to a sign-in Alert when I meant to respond DENY. What should I do?
    + -

    If you responded ALLOW to a sign-in attempt you meant to DENY, you should immediately contact RBFCU at 210-945-3300 for assistance.

    If you’re still able to access your Online Banking account, report the unauthorized access to RBFCU and take the following steps:

    1. Sign in and check your account for any changes or transactions that you did not authorize — for example, changes to your email address or other contact information, added joint owners on your accounts, or fraudulent transfers
      • To check your contact information: Select the profile icon, then “Profile Settings,” then “Contact Settings.” Be sure to update any incorrect or outdated information
      • To check your joint owners: Select the profile icon, then “Profile Settings,” then “Account Roles.” Be sure to remove anyone who shouldn’t have access to your accounts
    2. Next, change your password to a strong, unique password. Get tips on creating a strong password here
      • To change your password: Select the profile icon, then “Profile Settings,” then “Security Center”
    3. Consider changing your username, since it’s likely it has also been compromised
      • To change your username: Select the profile icon, then “Profile Settings,” then “Security Center”
    4. Enable multifactor authentication (MFA) for your account. Get directions for setting up MFA here

    If you’re unable to access your Online Banking account, try the self-service options to reset your username and/or password. If you're still unable to regain access to your account, contact RBFCU at 210-945-3300 or visit your nearest branch for assistance.

    Additionally, you should monitor your accounts regularly and report any suspicious transactions.

  • I accidentally responded DENY to a sign-in Alert when I meant to respond ALLOW. What should I do?
    + -

    If you responded DENY to a legitimate sign-in attempt, simply sign in again. You’ll receive another sign-in Alert and can respond ALLOW instead.

  • Why didn't I receive a sign-in Alert for my Online Banking account?
    + -

    Sign-in Alerts are only sent if an unrecognized device is trying to access your Online Banking account. If you believe you should have received a sign-in Alert and didn’t, please review the following settings:

    • Update the RBFCU Mobile app to the latest version: Visit rbfcu.org/update from your device to go to your app store. If you see an “Update” button, tap it to install the latest version of the app.
    • Turn on push notifications for the RBFCU Mobile app on your device:
      • 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 (listed as “RBFCU”).
        3. Tap “Notifications.”
        4. Toggle “Allow Notifications” to on and set your preferences.
      • For Android users:
        1. From the Home screen, swipe up to access “All Apps.”
        2. Find and open the Settings app.
        3. Tap “Apps.”
        4. Choose the RBFCU Mobile app (listed as “RBFCU”) from the list.
        5. Tap “Notifications.”
        6. Toggle “Show Notifications” to on and set your preferences.
    • Opt-in to text messages: You may have opted out of text messages from RBFCU at some point. To opt in to RBFCU text messages, text START to 968772 and 839872. You’ll receive a confirmation letting you know you’ve successfully subscribed to RBFCU text messages.
    • Verify we have your current mobile phone number: You can do this in your Online Banking account or in the RBFCU Mobile app:
      1. Sign in and select the “My Profile” icon in the top-right corner.
      2. Select “Profile Settings.”
      3. Select “Contact Settings,” and follow the prompts to update your email address, phone number or mailing address.

    If you need further assistance, please contact the Member Service Center.

  • I already have the RBFCU Mobile app. Why wasn't my device recognized when I tried to sign in to my Online Banking account?
    + -

    If you haven’t signed in to your Online Banking account through the RBFCU Mobile app in some time, or you’ve recently uninstalled and reinstalled the app, your device may not be recognized. Simply respond ALLOW to the sign-in Alert and your device will be recognized the next time you sign in to your account.

  • I already have the RBFCU Mobile app, but my device wasn't recognized and I didn't receive an Alert when trying to sign in. What should I do?
    + -

    If you’re trying to access your Online Banking account from the RBFCU Mobile app and you didn’t receive an Alert to approve the sign-in attempt, please review the following settings:

    • Update the RBFCU Mobile app to the latest version: Visit rbfcu.org/update from your device to go to your app store. If you see an “Update” button, tap it to install the latest version of the app.
    • Turn on push notifications for the RBFCU Mobile app on your device:
      • 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 (listed as “RBFCU”).
        3. Tap “Notifications.”
        4. Toggle “Allow Notifications” to on and set your preferences.
      • For Android users:
        1. From the Home screen, swipe up to access “All Apps.”
        2. Find and open the Settings app.
        3. Tap “Apps.”
        4. Choose the RBFCU Mobile app (listed as “RBFCU”) from the list.
        5. Tap “Notifications.”
        6. Toggle “Show Notifications” to on and set your preferences.
    • Opt-in to text messages: You may have opted out of text messages from RBFCU at some point. To opt in to RBFCU text messages, text START to 968772 and 839872. You’ll receive a confirmation letting you know you’ve successfully subscribed to RBFCU text messages.

    If you need further assistance, please contact the Member Service Center.

  • Why am I not receiving push notifications from the RBFCU Mobile app?
    + -

    You may have push notifications for the RBFCU Mobile app disabled on your device. Follow the directions below to enable push notifications from the RBFCU app.

    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 (listed as “RBFCU”).
    3. Tap “Notifications.”
    4. Toggle “Allow Notifications” to on and set your preferences.

    For Android users:

    1. From the Home screen, swipe up to access “All Apps.”
    2. Find and open the Settings app.
    3. Tap “Apps.”
    4. Choose the RBFCU Mobile app (listed as “RBFCU”) from the list.
    5. Tap “Notifications.”
    6. Toggle “Show Notifications” to on and set your preferences.

    Please note: Currently the RBFCU Mobile app uses push notifications to alert you regarding sign-in attempts from an unrecognized device, to update you on the status of loan applications, and for activity in the STAR program.

  • Why am I not receiving text messages from RBFCU?
    + -

    You may have opted out of text messages from RBFCU at some point. To opt in to RBFCU text messages, text START to 968772 and 839872. You’ll receive a confirmation letting you know you’ve successfully subscribed to RBFCU text messages.

  • How do I know it's RBFCU asking me to verify a sign-in attempt and not a fraudster?
    + -

    RBFCU will only ask you to allow or deny access to an unrecognized device when it attempts to sign in to your Online Banking account via push notification or text message. You should only allow devices to access your Online Banking account if you personally own and use them.

    Remember: RBFCU employees will never ask you to provide or verify your username, password, security questions and answers, multifactor authentication (MFA) codes, MFA recovery codes or one-time passcodes (OTP) — not via push notification, not via text message, not ever. Also, an RBFCU employee will never need to sign in to your Online Banking account on your behalf. If someone contacts you claiming to be an RBFCU employee and asks you to approve a sign-in request for them, do not respond.

  • I want to get rid of my device. How do I remove a device from my Online Banking account that should no longer be trusted?
    + -

    To remove a device from your account, contact the Member Service Center at 210-945-3300.

  • Can I opt out of sign-in Alerts for my Online Banking account?
    + -

    No. Sign-in Alerts are mandatory security Alerts that cannot be disabled.

  • How do I update my email address, phone number or mailing address with RBFCU?
    + -

    You can update your contact information in your Online Banking account or in the RBFCU Mobile app:

    1. Sign in and select the “My Profile” icon in the top-right corner.
    2. Select “Profile Settings.”
    3. Select “Contact Settings,” and follow the prompts to update your email address, phone number or mailing address.
  • How do I manage text or email Alerts on my account?
    + -

    You can turn Alerts on and off on the Set Alerts page in your Online Banking account.

    To manage Alerts in the RBFCU Mobile app:

    1. Sign in to the RBFCU Mobile app.
    2. Select the profile icon in the upper-right corner.
    3. Select “Set Alerts.”
    4. Select the type of Alert you’d like to manage from “Account & Loan Alerts,” “Card Alerts” or “Other Alerts.”
    5. Choose an account and follow the prompts to set your Alert preferences.

    Please note: These settings are for managing optional Alerts only, such as those notifying you of transactions made on your RBFCU accounts by type or amount. Other Alerts, such as those notifying you of a sign-in attempt by an unrecognized device or the opening of a new account in your name, are mandatory security Alerts that cannot be disabled.

  • Does the RBFCU Mobile app use push notifications for account Alerts?
    + -

    No. The RBFCU Mobile app uses push notifications to alert you regarding sign-in attempts from an unrecognized device, to update you on the status of loan applications, and for activity in the STAR program.

    Account Alerts — those that notify you to transactions made on your RBFCU accounts by type and amount — are sent via email and text message. Visit the “Set Alerts” page in your Online Banking account to manage your Alerts.

    To manage Alerts in the RBFCU Mobile app:

    1. Sign in to the app.
    2. Select the profile icon in the upper-right corner.
    3. Select “Set Alerts.”
    4. Select the type of Alert you’d like to manage from “Account & Loan Alerts,” “Card Alerts” or “Other Alerts.”
    5. Choose an account and follow the prompts to set your Alert preferences.
  • 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.

  • What is a trusted device?
    + -

    A trusted device is an electronic device you frequently use (e.g., your mobile phone, tablet or home computer). It is a device we know is yours and that we used to verify your identity using Multifactor Authentication (MFA).

  • Why was I prompted to set up a trusted device?
    + -

    As part of an ongoing effort to protect your personal and account information, we allow you to designate a trusted device you frequently use to access your account. Designating a trusted device provides an additional layer of security for your information.

 

RBFCU BILL PAY™

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

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

    1. Sign in to your Online Banking account or the RBFCU Mobile app.
    2. Select “Move Money” from the menu.
    3. Select “Pay a Bill.” Bill Pay will open in a new tab.
    4. Select the “Accounts” tab.
    5. Select “Add RBFCU account” and enter your account information to complete.
  • How can I cancel Bill Pay?
    + -

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

  • How can I enroll in RBFCU Bill Pay?
    + -

    To enroll in Bill Pay:

    1. Sign in to your Online Banking account or the RBFCU Mobile app.
    2. Select “Move Money.”
    3. Select “Pay a Bill.” Bill Pay will open in a new tab.
    4. In the “Account Number” field, select the appropriate account.
    5. After reading the Terms and Conditions, select the “I agree to the Terms and Conditions” box.
    6. Click “Enroll.”
    7. If you get the “Help us protect you” dialogue box, select call or text to receive the temporary code. After you get the code, enter it in the box and click “Verify Code.”
    8. 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 RBFCU Bill Pay profile?
    + -

    To access your Bill Pay information:

    1. Sign in to your Online Banking account or the RBFCU Mobile app.
    2. Select “Move Money.”
    3. Select “Pay a Bill.” Bill Pay will open in a new tab.
    4. In the “Account Number” field, select the appropriate account.
    5. After reading the Terms and Conditions, select the “I agree to the Terms and Conditions” box.
    6. Click “Enroll.”
    7. If you get the “Help us protect you” dialogue box, select call or text to receive the temporary code. After you get the code, enter it in the box and click “Verify Code.”
    8. 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, 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.

    Members are not permitted to deposit the following items via Mobile Deposit, per the Mobile Deposit User Agreement:

    1. Any item drawn on my Account or my affiliate's Account at RBFCU.
    2. Any item that is stamped with a "non-negotiable" watermark.
    3. Any item that contains evidence of alteration to the information on the check.
    4. Any item issued by a financial institution in a foreign country.
    5. Any item that is incomplete or inconsistent.
    6. Any item that is "stale dated" (more than six months from its date) or "postdated" (dated in the future).
    7. Any third party check, (i.e., any item that is made payable to another party and then endorsed to me by such party).
    8. Any item previously submitted for deposit.
    9. Any item that is a traveler’s check or savings bond.
    10. Any item that is not payable in United States currency.
    11. Any item payable to any person other than me or entity other than you.
    12. Any item payable to two (2) or more persons not alternatively, unless deposited into an account owned by all payees.
    13. Any item authorized over the telephone or otherwise lacking the original signature of the person authorizing the check (such as a remotely created check).
    14. Any item that is an electronically created item (such as an item that did not exist in paper form).
  • 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 to visit the Mobile Deposit page.
    2. Select your account.
    3. Choose “Continue with website?”
    4. If needed, read the “Registration” instructions and select “I Agree,” then click “Continue.”
    5. Using a digital camera, take a picture of the front and back of the check and download images to your device.
    6. Click “Add New Deposit.”
    7. Click “Load” to upload the file.
    8. Select “Submit.”
  • How do I deposit checks with a scanner?
    + -

    To deposit checks with a scanner:

    1. Sign in to your Online Banking account to visit the Mobile Deposit page.
    2. Select your account.
    3. Choose “Continue with website?”
    4. If needed, read the “Registration” instructions and select “I Agree,” then click “Continue.”
    5. Using a scanner, make scans of the front and back of the check.
    6. Click “Add New Deposit.”
    7. Click “Load” to upload the file.
    8. 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. Select the account where you’d like to deposit the check from the drop-down menu at the top of the screen.
    3. Sign your name on the back of the check and add “For mobile deposit only.”
    4. Tap the “Front” and “Back” camera icons to take photos of the front and back of the check.
    5. Confirm the deposit amount shown in the app matches the amount written on your paper check.
    6. Click “Submit” to complete your deposit. The RBFCU Funds Availability Policy applies to all deposits.
  • How do I get a copy of my Mobile Deposit?
    + -

    To view processed a Mobile Deposit:

    1. Sign in to your Online Banking account to visit the Mobile Deposit page.
    2. Select your account.
    3. Choose “Continue with website?”
    4. On the Mobile Deposit screen, select the “Deposit History” (folder) icon in the upper-right corner.
    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 or contact the Member Service Center.

  • 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 deposit limit is $10,000. 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 version)
    • Firefox (latest version)
    • Chrome (latest version) 
    • Safari (latest version)
    • 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, savings or Money Market 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 on the Deposit History page (folder icon) 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.

 

MOVE MONEY

  • How long does a recipient have to accept an RBFCUsend transfer?
    + -

    Recipients must accept the RBFCUsend transfer within 24 hours. When a transfer is not accepted within 24 hours, the transfer is canceled. After the transfer is canceled, the RBFCU member must initiate another transfer.

  • Is there a fee to use RBFCUsend?
    + -

    No.

  • Why do I not see RBFCUsend when sending money to a non-RBFCU debit card?
    + -

    RBFCUsend is also known as Move Money. From the Move Money menu, you can complete the RBFCUsend transfer. The RBFCUsend verbiage is found in the following areas:

  • What is RBFCUsend?
    + -

    RBFCUsend is a person-to-person (P2P) service that allows RBFCU debit cardholders to securely send money as real-time transfers to non-RBFCU debit cardholders (Recipient) within the U.S., for Mastercard® or Visa-branded cards.

  • What type of cards can receive an RBFCUsend transfer?
    + -

    RBFCU members can use RBFCUsend to send funds to almost any recipient with one of the following cards:

    • Mastercard- or Visa-branded consumer debit card
    • Mastercard- or Visa-branded small business debit card

    Important: RBFCUsend does not work with pre-paid cards.

  • Can I request a transfer to a Visa debit card through RBFCUsend?
    + -

    Yes. Funds can be transferred to any debit card that displays the card brand Visa or Mastercard.

    Exception: RBFCUsend does not work with pre-paid cards.

  • Can I cancel an RBFCUsend transfer?
    + -

    Yes. An RBFCUsend transaction can be cancelled prior to the 24-hour expiration period provided the recipient has not accepted the transfer.

    To cancel the transfer, access the Manage Activity > Pending Request menu from the RBFCU Mobile app.

  • Can I use RBFCUsend to transfer to my non-RBFCU debit card?
    + -

    Yes. You can transfer to your non-RBFCU debit card as long as the email or phone number used is not tied to your RBFCU profile.

    Important: When the email or phone number referenced are linked to your RBFCU profile, the transfer is not allowed. You must send funds to the other financial institution via ACH or wire.

  • How does RBFCUsend work?
    + -

    To send funds through RBFCUsend, members must have a valid debit card attached to their account. To initiate a transfer, the member must have the recipient’s email address or phone number.

    Through the RBFCUsend program, the member:

    1. Accesses Move Money from the RBFCU Mobile app 
    2. Enter the required information
    3. Clicks Submit

    The recipient receives a link via text or email to accept the funds. From the link, the recipient is asked to complete a form with their account information.

    The form includes a “Remember Me” function that shows the last 4 digits of the card for future transfers. The recipient can change the card details if needed.

    Important: The member and RBFCU do not have access to the recipient’s account or debit card information.

  • Can I process an RBFCUsend transaction in Online Banking?
    + -

    Yes, sign in to your Online Banking account and select the “Move Money” menu. You can also process an RBFCUsend transfer through the RBFCU Mobile app.

  • After entering the email or phone number into RBFCUsend, why am I sent to the RBFCU Transfer screen?
    + -

    When the recipient is an RBFCU account holder and the email or phone number entered is tied to their account, the system prompts you to transfer the funds through an account to account transfer, instead of RBFCUsend.

  • Can an RBFCU member receive funds through RBFCUsend?
    + -

    No. At this time, RBFCU member can only send funds to non-RBFCU debit cardholders.

  • Can I dispute RBFCUsend transfers?
    + -

    No. RBFCU does not offer a protection program for authorized payments through RBFCUsend for any reason (for example, not receiving goods/services or damaged products). The transfer cannot be reversed or disputed.

  • Can I use RBFCUsend to transfer funds to a credit card?
    + -

    No. Members can only send funds to a non-RBFCU debit card.

  • What is the limit that an RBFCU member can send through RBFCUsend?
    + -

    The current limits are as follows:

    • $500 per day aggregate
    • $500 per transaction
    • $5,000 per month

    Important: The limits are on a person level, not per account. We cannot increase limits.

  • What is Plaid?
    + -

    Plaid is a service that helps securely establish a connection between your RBFCU accounts and your external accounts at other financial institutions.

  • Why am I being rerouted to this third-party service to enter my external account?
    + -

    As specified by Automated Clearing House (ACH) rules, RBFCU must confirm the account to be debited is valid. We have chosen to utilize Plaid to make this confirmation on RBFCU’s behalf.

  • Where do I go to verify my micro-deposits?
    + -
    1. Select the “Move Money” menu in Online Banking or the RBFCU Mobile app.
    2. Select “Make a Payment.”
    3. Select the external account you wish to verify in the “From” drop-down menu, and then select “Verify Account.”
    4. You will be taken to Plaid where you can enter the micro-deposit amounts.
    5. After successfully verifying your external account, you’ll be able to use that account to “Make a Payment” to your RBFCU loan or credit card.
  • Can I set up a recurring payment using my external account?
    + -

    You can, but first you’ll need to link and verify your external account using Plaid.

    1. Select the “Move Money” menu in Online Banking or the RBFCU Mobile app.
    2. Select “Make a Payment.”
    3. Select “Add Other Account,” then “External Account.”
    4. Enter your external account details and select “Add External Account.”
    5. You’ll be asked to validate your account through Plaid while initiating the recurring payment.
  • Why am I getting an error message that says 'connectivity down'?
    + -

    If you’re receiving a “connectivity down” error message, there may be an issue connecting to the other financial institution. Please select the “Link with account number” option, where you can enter your external account information to manually link the account with the micro-deposits.

  • Why do I see duplicate external accounts listed in Move Money?
    + -

    You may have added your external account previously as an RBFCU account and again as an external account. To remove any duplicates:

    1. Select the “Move Money” menu in Online Banking or the RBFCU Mobile app.
    2. In Online Banking, select “Send Money to Someone Else.” In the RBFCU Mobile app, select “Transfer/Send Money,” then “Send Money to Someone Else.”
    3. Choose the “Account” option.
    4. Select the “Remove Favorites” link at the bottom of the screen.
    5. Choose the Favorite you’d like to delete, then select “Delete” when the option appears.
  • What are micro-deposits?
    + -

    Micro-deposits are small sums of money ($0.01-$0.99) that are transferred online from one financial account to another. The purpose of the micro-deposits is to verify the receiving account. Plaid sends two micro-deposits and verifies the deposited amounts within 1-2 business days. After verification is completed, the funds are automatically recovered. When verification is not completed, the micro-deposit auto-expires and the funds are automatically recovered.

  • Why am I getting an error message that says 'unable to validate credentials for this financial institution'?
    + -

    The information for your external account entered into RBFCU’s Online Banking or mobile app is either incorrect or does not match your other financial institution’s routing number and/or account number. Please verify that you’ve entered your external account details correctly.

  • How do I transfer money between my accounts with Move Money in the RBFCU Mobile app?
    + -

    Watch this video to learn how to make transfers between your accounts using our Move Money feature:

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

    Please contact a Member Service Representative through chat, send a 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 delete a Favorite, visit the Transfer Money to Myself or Joint page in your Online Banking account, and select “Remove Favorites” at the bottom of the screen.

    To delete a Favorite in the RBFCU Mobile app:

    1. Sign in to the RBFCU Mobile app.
    2. Tap “Move Money” in the bottom menu.
    3. Tap “Transfer/Send Money,” then “Send Money to Myself or Joint.”
    4. Select “Remove Favorites” at the bottom of the screen and follow the prompts.

    Please note: You cannot edit a Favorite at this time. If you need to change a Favorite, please remove it and add it again with the correct information.

  • 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 send a secure message in your Online Banking account, contact a Member Service Representative through chat 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 RBFCU accounts, visit the Transfer Money to Myself or Joint page in Move Money in your Online Banking account.

    To set up a recurring transfer to another person’s RBFCU account, visit the Send Money to Someone Else page in Move Money in your Online Banking account.

    Complete the transfer details, and tap “Schedule for Future.” You’ll be given options to choose a transfer “Frequency,” “Start Date” and “End Date” to set up a recurring transfer.

    To set up a recurring transfer in the RBFCU Mobile app:

    1. Sign in to the app.
    2. Tap “Move Money.”
    3. Tap “Transfer/Send Money.”
    4. Select whether you’d like to send money to “Myself or Joint” or “Someone Else.”
    5. Complete the transfer details, and tap “Schedule for Future.” 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.

    Click here to sign in to your Online Banking account and set up a transfer to an external account, and enter the required information to complete.

    To set up a transfer to an external account in the RBFCU Mobile app:

    1. Sign in to the RBFCU Mobile app.
    2. Select the “Move Money” menu.
    3. To create a new transfer, select “Transfer/Send Money,” then “Send Money to Someone Else.”
    4. Select “Account.”
    5. Select “Add Other Account” and enter the details.
    6. 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 for easy selection next time you make a transfer.

    Visit the Send Money to Someone Else page in your Online Banking account to set up a Favorite.

    To set up a Favorite in the RBFCU Mobile app:

    1. Sign in to the RBFCU Mobile app.
    2. Tap “Move Money” in the bottom menu.
    3. Select “Transfer/Send Money,” then “Send Money to Someone Else.”
    4. Choose the “Account” option.
    5. Select “Add Other Account” and enter the account details.
    6. Check the “Add to Favorites” box to save it as a Favorite.
  • 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, but members can select a new default account at any time.

    Visit the Account Settings page in your Online Banking account, and toggle the “Receive funds from other RBFCU members” option to on (green) for your preferred default account.

    To change your default account on the RBFCU Mobile app:

    1. Sign in to the RBFCU Mobile app.
    2. Select the profile icon in the top right corner of the screen.
    3. Select “Profile Settings.”
    4. Select “Update” under “Account Settings.”
    5. 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 by visiting “Transfer Money to Myself or Joint” in Move Money in Online Banking, or by tapping “Move Money,” then “Transfer/Send Money,” then “Send Money to Myself or Joint” in the RBFCU Mobile app.

  • Where is my 'Favorites' list?
    + -

    Visit the Send Money to Someone Else page in your Online Banking account to see the accounts in your Favorites list.

    To see the accounts in your Favorites list in the RBFCU Mobile app:

    1. Sign in to the RBFCU Mobile app.
    2. Tap “Move Money” in the bottom menu.
    3. Select “Transfer/Send Money,” then “Send Money to Someone Else.”
    4. Choose the “Account” option. Your Favorites will be listed in the “To” drop-down for easy access when setting up a transfer.

 

PLAID

  • What is Plaid?
    + -

    Plaid is a service that helps securely establish a connection between your RBFCU accounts and your external accounts at other financial institutions.

  • Why am I being rerouted to this third-party service to enter my external account?
    + -

    As specified by Automated Clearing House (ACH) rules, RBFCU must confirm the account to be debited is valid. We have chosen to utilize Plaid to make this confirmation on RBFCU’s behalf.

  • What are micro-deposits?
    + -

    Micro-deposits are small sums of money ($0.01-$0.99) that are transferred online from one financial account to another. The purpose of the micro-deposits is to verify the receiving account. Plaid sends two micro-deposits and verifies the deposited amounts within 1-2 business days. After verification is completed, the funds are automatically recovered. When verification is not completed, the micro-deposit auto-expires and the funds are automatically recovered.

  • Where do I go to verify my micro-deposits?
    + -
    1. Select the “Move Money” menu in Online Banking or the RBFCU Mobile app.
    2. Select “Make a Payment.”
    3. Select the external account you wish to verify in the “From” drop-down menu, and then select “Verify Account.”
    4. You will be taken to Plaid where you can enter the micro-deposit amounts.
    5. After successfully verifying your external account, you’ll be able to use that account to “Make a Payment” to your RBFCU loan or credit card.
  • Can I set up a recurring payment using my external account?
    + -

    You can, but first you’ll need to link and verify your external account using Plaid.

    1. Select the “Move Money” menu in Online Banking or the RBFCU Mobile app.
    2. Select “Make a Payment.”
    3. Select “Add Other Account,” then “External Account.”
    4. Enter your external account details and select “Add External Account.”
    5. You’ll be asked to validate your account through Plaid while initiating the recurring payment.
  • Why am I getting an error message that says 'unable to validate credentials for this financial institution'?
    + -

    The information for your external account entered into RBFCU’s Online Banking or mobile app is either incorrect or does not match your other financial institution’s routing number and/or account number. Please verify that you’ve entered your external account details correctly.

  • Why am I getting an error message that says 'connectivity down'?
    + -

    If you’re receiving a “connectivity down” error message, there may be an issue connecting to the other financial institution. Please select the “Link with account number” option, where you can enter your external account information to manually link the account with the micro-deposits.

  • Why do I see duplicate external accounts listed in Move Money?
    + -

    You may have added your external account previously as an RBFCU account and again as an external account. To remove any duplicates:

    1. Select the “Move Money” menu in Online Banking or the RBFCU Mobile app.
    2. In Online Banking, select “Send Money to Someone Else.” In the RBFCU Mobile app, select “Transfer/Send Money,” then “Send Money to Someone Else.”
    3. Choose the “Account” option.
    4. Select the “Remove Favorites” link at the bottom of the screen.
    5. Choose the Favorite you’d like to delete, then select “Delete” when the option appears.

 

MULTIFACTOR AUTHENTICATION (MFA)

  • Do I have to use MFA with my Online Banking account?
    + -

    No. If you’re more comfortable using RBFCU’s other options — OTP via text message or phone call, and security questions and answers — you’re free to keep using them. However, MFA is a much stronger security option to protect your account and very difficult for fraudsters to infiltrate.

  • How do I disable MFA with an authenticator app?
    + -

    To disable MFA, please sign in to your Online Banking account to send a secure message or chat with a Member Service Representative. You can also call us at 210-945-3300 or visit your nearest branch. If you disable MFA, your Online Banking account will revert to the security option — OTP, or security question and answer — you previously had in place.

  • How do I set up MFA with an authenticator app for my Online Banking account?
    + -

    To enable MFA for your account, sign in to your Online Banking account and visit the Multifactor Authentication page, or sign in to the RBFCU Mobile app.

    1. After you sign in, select the profile icon
    2. Select “Profile Settings”
    3. Select “Security Center”
    4. Select “Multifactor Authentication (MFA)”
    5. Under the “Authenticator App” section, select “Set Up Multifactor Authentication”
    6. You will be prompted for an OTP via text message or phone call to verify your identity. Select an option, then enter the code
    7. If you haven’t downloaded an authenticator app, you’ll be prompted to choose between Microsoft Authenticator and Google Authenticator. If you’ve already downloaded an authenticator app, select “Next” to skip this step
    8. On your device, add a new account in your authenticator app
    9. Then, scan the provided QR code or copy the 32-digit written code from your Online Banking account to verify your account in the authenticator app
    10. Enter the 6-digit code generated by the authenticator app in Online Banking, select “Enroll” to complete the setup and finally select “Submit”
    11. You’re done! You’ll receive a text message and/or email Alert to confirm your enrollment. On the success screen, you’ll be given a 16-digit recovery code. Save this code in a secure location so you’ll still be able to sign in to your Online Banking account in the event you lose access to the authenticator app — for example, if your device is lost, damaged or stolen

    After enabling MFA, you can choose to be prompted for a 6-digit MFA code every time you sign in to your Online Banking account. This is optional — but highly recommended — since MFA greatly strengthens your account’s security. To manage this option, visit the MFA page in your Online Banking account.

    Remember: RBFCU will never initiate a phone call, email or text message asking you to provide your authenticator code or recovery code. Do not provide these codes to anyone.

  • How does RBFCU's MFA work?
    + -

    To use MFA, you’ll need to download an authenticator app to your device. After you set up the authenticator app and enable MFA in your Online Banking account, RBFCU will use MFA to verify high-risk sign-in attempts. For example, if you get a new phone, RBFCU will prompt you to provide your MFA code the first time you try to sign in to your Online Banking account, just to make sure it’s really you. Asking for MFA in these situations lets RBFCU verify your identity, and gives us another line of defense in protecting your account from fraudsters.

    You’ll also have the option to use MFA every time you sign in to your Online Banking account, which greatly strengthens your account’s security.

    If you’re currently receiving an OTP code or answering a security question every time you sign in to your Online Banking account, enabling MFA will replace these sign-in options.

  • I've misplaced my MFA recovery code. Can I get a new one?
    + -

    Yes. If you misplaced your recovery code but still have access to your authenticator app, you can get a new recovery code by visiting the Multifactor Authentication page in your Online Banking account or the RBFCU Mobile app, and repeating the MFA setup.

    If you misplaced your recovery code and don’t have access to your authenticator app — for example, if your device is lost, damaged or stolen — call the Member Service Center at 210-945-3300 or visit your nearest branch to regain access to your Online Banking account.

    Remember: RBFCU will never initiate a phone call, email or text message asking you to provide your authenticator code or recovery code. Do not provide these codes to anyone.

  • What authenticator apps will work with my Online Banking account?
    + -

    RBFCU supports Microsoft® Authenticator and Google Authenticator™; choose the app you prefer.

    iPhone Users: Download Microsoft Authenticator | Download Google Authenticator

    Android Users: Download Microsoft Authenticator | Download Google Authenticator

    If you’re already using one of these apps for another account, you’ll be able to add your RBFCU account to the existing app.

  • What if someone who says they work for RBFCU contacts me to ask for my authenticator code?
    + -

    RBFCU will never initiate a phone call, email or text message to anyone — members or non-members — asking for your sign-in information, including usernames, passwords, security questions and one-time passcodes, or other personal information, like account or Social Security numbers. This includes codes generated for your RBFCU Online Banking account by an authenticator app, and your MFA recovery code. Never provide these codes to anyone, and keep your recovery code in a secure location you’re able to access if your device is lost, damaged or stolen.

  • What is multifactor authentication?
    + -

    Multifactor authentication, or MFA, means providing two or more pieces of information in order to sign in to an account. You may also see this called two-factor authentication, or 2FA, when only two pieces of information are required. In most cases, this means you’ll need a one-time passcode (OTP) when you sign in, as well as the account password you’ve chosen. The code is sent to you via text message, email or phone call, or provided to you by another app, and typically expires after 30 seconds.

    Combining a strong password with an OTP means it’s far more difficult for a fraudster to gain unauthorized access to your account with just your password, making MFA a highly recommended form of account security available for consumers.

    Learn more about how MFA works and why you should use it from the Cybersecurity & Infrastructure Security Agency (CISA).

  • What other MFA options are available for my Online Banking account?
    + -

    RBFCU also offers the following options when signing in to your Online Banking account on rbfcu.org or the RBFCU Mobile app:

    • One-time passcode (OTP) by call or text
    • Security question and answer

    You can enable these options to prompt every time you sign in to your account.

    To enable OTP for your account, sign in to your Online Banking account and visit the Multifactor Authentication page.

    To enable OTP in the RBFCU Mobile app:

    1. Sign in to the app.
    2. Select the profile icon in the upper-right corner.
    3. Select “Profile Settings.”
    4. Select “Security Center.”
    5. Select “One-Time Passcode.”
    6. Turn the toggle switch next to “Enabled” to the “on” position.

    Note: You must add a valid phone number or mobile number to your Online Banking account to use OTP.

    To update your security question and answer, sign in to your Online Banking account and visit the Security Questions and Answers page.

    To update in the RBFCU Mobile app:

    1. Sign in to the app.
    2. Select the profile icon in the upper-right corner.
    3. Select “Profile Settings.”
    4. Select “Security Center.”
    5. Select “Security Questions and Answers.”
    6. Follow the prompts to add or update your question and answer.
  • What should I do if I enable MFA and lose access to the authenticator app?
    + -

    If you lose access to the authenticator app — for example, if your device is lost, damaged or stolen — you can enter your recovery code to gain access to your account. You’ll then be able to repeat the MFA setup process on your device and you’ll receive a new recovery code.

    If you’ve lost your recovery code, call the Member Service Center at 210-945-3300 or visit your nearest branch to regain access to your Online Banking account.

  • Why do I have to download another app to use MFA?
    + -

    An authenticator app is required to use MFA. Having a second, separate app to provide the temporary, machine-generated code to sign in is what makes MFA such a strong security feature.

  • Will I still receive OTP codes via text message or phone call if I enable MFA?
    + -

    MFA will replace the OTP codes provided via text message or phone call for signing in to your Online Banking account, but you may still be prompted for this type of OTP to complete certain transactions once you’ve signed in.

 

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 or the RBFCU Mobile app.
    2. Select “STAR Program” from the “View Services” menu.
    3. In the STAR window, select the three vertical dots at the top of the screen.
    4. Select “Loan interest rate,” and then select the interest rate you’d like to apply to all future loans granted to your child.
    5. Select “Submit.”
    6. 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 open an account online, visit any RBFCU branch or call 210-945-3300 to get started.

  • 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 or the RBFCU Mobile app.
    2. Select “STAR Program” from the “View Services” menu.
    3. In the STAR window, select the settings wheel menu at the top of the page.
    4. Select “Change associated parent account.”
    5. From the drop-down list, select your preferred transfer account.
    6. 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 Online Banking or the RBFCU Mobile app.
    2. Select “STAR Program” from the “View Services” menu.
    3. 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 Online Banking or the RBFCU Mobile app.
    2. Select “STAR Program” from the “View Services” menu.
    3. In the STAR window, select your child’s name. This will open their STAR profile.
    4. Select the “Tasks” tab.
    5. Select “Assign Task”. Select a task from the drop-down list, or enter your own custom task and select an accompanying image.
    6. In the “Amount Paid” field, enter the amount you’d like to pay your child for completing this task.
    7. In the “Due Date” field, enter the date by which you’d like your child to complete this task.
    8. 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.
    9. 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 or the RBFCU Mobile app.
    2. Select “STAR Program” from the “View Services” menu.
    3. In the STAR window, select the child’s profile for which you’d like to change the linked account.
    4. Select “Change Linked Child Account” from the three vertical dots menu at the top of the page.
    5. 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.
    6. 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 or the RBFCU Mobile app.
    2. Select “STAR Program” from the “View Services” menu.
    3. In the STAR window, select the settings wheel menu at the top of the page.
    4. 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 or the RBFCU Mobile app.
    2. Select “STAR Program” from the “View Services” menu.
    3. In the STAR window, select the child’s profile for which you’d like to create or update a monthly budget.
    4. On the “Overview” tab, select “Create/Update budget.”
    5. With your child, enter their total deposits, expenses, short-term savings, long-term savings, charitable giving and spending goals for the month.
    6. Once complete, select “Submit.”
  • How do I enroll in the STAR program?
    + -

    To enroll in the STAR program:

    1. Sign in to Online Banking or the RBFCU Mobile app.
    2. Select “STAR Program” from the “View Services” menu, which will open a new window.
    3. Complete the “User Registration Detail” field with your name, your preferred account and your preferred phone number for notifications. Select “Submit.”
    4. 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 or the RBFCU Mobile app.
    2. Select “STAR Program” from the “View Services” menu.
    3. In the STAR window, select the settings wheel menu at the top of the page.
    4. Select “Transfer money.”
    5. In the “From Account” field, select the account you’d like to make the transfer from.
    6. In the “To Account” field, select the account you’d like to make the transfer to.
    7. In the “Transfer amount($)” field, enter the amount you’d like to transfer.
    8. 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 or the RBFCU Mobile app.
    2. Select “STAR Program” from the “View Services” menu.
    3. In the STAR window, select the child’s profile from which you’d like to reassign a task.
    4. Select the “Tasks” tab.
    5. Select the task you’d like to reassign.
    6. Select the three vertical dots at the top of the task page, then select “Switch Assigned Task.”
    7. In the “Select a child” field, select the child you’d like to switch the assigned task to.
    8. 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 or the RBFCU Mobile app.
    2. Select “STAR Program” from the “View Services” menu.
    3. In the STAR window, select the child’s profile that you’d like to remove.
    4. Select “Remove Child Profile” from the three vertical dots menu at the top of the page.
    5. 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 or the RBFCU Mobile app.
    2. Select “STAR Program” from the “View Services” menu.
    3. In the STAR window, select the child’s profile for which you’d like to review tasks.
    4. Select the “Tasks” tab.
    5. Select the task you’d like to review.
    6. 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 or the RBFCU Mobile app.
    2. Select “STAR Program” from the “View Services” menu.
    3. In the STAR window, select the child’s profile for which you’d like to review a loan request.
    4. Select the “Requests” tab.
    5. Select the loan request with the status of “Pending.”
    6. Review your child’s loan request, and the amortization schedule for accuracy.
    7. In the “Response” field, enter a response to your child. A response is required.
    8. 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?”
    9. 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 or the RBFCU Mobile app.
    2. Select “STAR Program” from the “View Services” menu.
    3. In the STAR window, select the child’s profile for which you’d like to review a money request.
    4. Select the “Requests” tab.
    5. Select the money request with the status of “Pending.”
    6. In the “Response” field, enter a response to your child.
    7. 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 or the RBFCU Mobile app.
    2. Select “STAR Program” from the “View Services” menu.
    3. In the STAR window, select the child’s profile for which you’d like to review a report card request.
    4. Select the “Requests” tab.
    5. Select the Report Card request with the status of “Pending.”
    6. Review your child’s grades against their report card for accuracy.
    7. Review the amounts to be paid to your child for each A, B and C grade. Change amounts if desired.
    8. 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 or the RBFCU Mobile app.
    2. Select “STAR Program” from the “View Services” menu.
    3. In the STAR window, select the child’s profile for which you’d like to set a savings goal.
    4. Select “Savings Goal” from the three vertical dots menu at the top of the page.
    5. In the “Modify savings goal” field, enter the savings goal for your child.
    6. 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 or the RBFCU Mobile app.
    2. Select “STAR Program” from the “View Services” menu.
    3. In the STAR window, select the child’s profile for which you’d like to set or change the allowance.
    4. Select “Set Allowance” from the three vertical dots menu at the top of the page.
    5. In the “Allowance Amount” field, enter the allowance you’d like your child to receive.
    6. In the “Allowance Date” field, enter the date you’d like your child to start receiving their allowance.
    7. 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 or the RBFCU Mobile app.
    2. Select “STAR Program” from the “View Services” menu.
    3. In the STAR window, select the child’s profile for which you’d like to change the avatar photo.
    4. Select “Change Avatar” from the three vertical dots menu at the top of the page.
    5. Select the desired avatar for your child’s profile.
    6. 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 or the RBFCU Mobile app.
    2. Select “STAR Program” from the “View Services” menu.
    3. In the STAR window, select the child’s profile from which you’d like to unassign a task.
    4. Select the “Tasks” tab.
    5. Select the task you’d like to unassign.
    6. Select the three vertical dots at the top of the task page, then select “Unassign Task.”
    7. 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 or the RBFCU Mobile app.
    2. Select “STAR Program” from the “View Services” menu.
    3. In the STAR window, select the settings wheel menu at the top of the page.
    4. Select “Disclosure opt out/Unregister.”
    5. Toggle the “RBFCU STAR Agreement and Disclosure” and “COPPA Privacy Policy” buttons to off.
    6. 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 or the RBFCU Mobile app.
    2. Select “STAR Program” from the “View Services” menu.
    3. In the STAR window, select the “Requests” tab.
    4. Select “New Request,” then select “Request Money.”
    5. In the “Reason” field, enter the reason for the loan.
    6. In the “Amount” field, enter the amount of money requested.
    7. Toggle the “Request a loan” switch on.
    8. In the “Payment frequency” field, select a payment frequency. Your child can choose weekly biweekly or monthly payments.
    9. In the “Loan Term” field, select a loan term. Your child can choose from one month, three months, six months or one year.
    10. Select “Submit.”
    11. 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.
    12. 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 or the RBFCU Mobile app.
    2. Select “STAR Program” from the “View Services” menu.
    3. In the STAR window, select the “Requests” tab.
    4. Select “New Request,” then select “Request Money.”
    5. In the “Reason” field, enter the reason for the loan.
    6. In the “Amount” field, enter the amount of money requested.
    7. Select “Submit.”
    8. 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 or the RBFCU Mobile app.
    2. Select “STAR Program” from the “View Services” menu.
    3. In the STAR window, select the “Requests” tab.
    4. Select “New Request,” then select “Report Card Request.”
    5. In the “Number of …” fields, enter the number of As, Bs and Cs or equivalent high marks received on their most recent report card.
    6. 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 or the RBFCU Mobile app.
    2. Select “STAR Program” from the “View Services” menu. This will take your child directly to their STAR profile.
    3. Select the “Tasks” tab to view all tasks currently assigned to them.
    4. Select the task they would like to mark as complete.
    5. Select “Mark as complete.”
    6. 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 or the RBFCU Mobile app.
    2. Select “STAR Program” from the “View Services” menu.
    3. In the STAR window, select the “trophies earned this month” button next to their avatar photo at the top of the page.
    4. Select the “Leaderboard” tab.
    5. 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 or the RBFCU Mobile app.
    2. Select “STAR Program” from the “View Services” menu.
    3. In the STAR window, select the “trophies earned this month” button next to their avatar photo at the top of the page.
    4. View trophy progress on the “Progress” tab.

    To view trophies earned, your child must:

    1. Sign in to Online Banking or the RBFCU Mobile app.
    2. Select “STAR Program” from the “View Services” menu.
    3. In the STAR window, select the “trophies earned this month” button next to their avatar photo at the top of the page.
    4. 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 on the Transfer Money to Myself or Joint page in Move Money in 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’s 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 visit the Contact Settings page in your Online Banking account to add or update it.

    To add or update your mobile phone number in the RBFCU Mobile app:

    1. Sign in to the RBFCU Mobile app.
    2. Select the profile icon in the top right corner.
    3. Select “Profile Settings.”
    4. Under “Manage Personal Info,” select “Contact Settings.”
    5. 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 sign in to your Online Banking account to send a secure message or chat with a Member Service Representative, 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 Online Banking or the RBFCU Mobile app.
    2. Select “STAR Program” from the “View Services” menu. This will open your STAR profile.
    3. Select the “Tasks” tab.
    4. Select “Assign Task.” Select a task from the drop-down list, or enter your own custom task and select an accompanying image.
    5. In the “Amount Paid” field, enter the amount you’d like to be paid for completing this task.
    6. In the “Due Date” field, enter the date by which you’d like to complete this task.
    7. 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.
    8. 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 or the RBFCU Mobile app.
    2. Select “STAR Program” from the “View Services” menu.
    3. On the “Overview” tab in the STAR window, select “Create/Update budget.”
    4. With your parent’s help, enter your 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 earn trophies?
    + -

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

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

    Your parent must enroll you from their Online Banking account.

  • How do I request a loan?
    + -

    To request a loan, you must:

    1. Sign in to Online Banking or the RBFCU Mobile app.
    2. Select “STAR Program” from the “View Services” menu.
    3. In the STAR window, select the “Requests” tab.
    4. Select “New Request,” then select “Request Money.”
    5. In the “Reason” field, enter the reason for the loan.
    6. In the “Amount” field, enter the amount of money requested.
    7. Toggle the “Request a loan” switch on.
    8. In the “Payment frequency” field, select a payment frequency. You can choose weekly biweekly or monthly payments.
    9. In the “Loan Term” field, select a loan term. You can choose from one month, three months, six months or one year.
    10. Select “Submit.”
    11. 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.
    12. 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 or the RBFCU Mobile app.
    2. Select “STAR Program” from the “View Services” menu.
    3. In the STAR window, select the “Requests” tab.
    4. Select “New Request,” then select “Request Money.”
    5. In the “Reason” field, enter the reason for the loan.
    6. In the “Amount” field, enter the amount of money requested.
    7. Select “Submit.”
    8. 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 or the RBFCU Mobile app.
    2. Select “STAR Program” from the “View Services” menu.
    3. In the STAR window, select “Change Avatar” from the three vertical dots menu at the top of the page.
    4. Select the desired avatar for your profile.
    5. 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 or the RBFCU Mobile app.
    2. Select “STAR Program” from the “View Services” menu.
    3. In the STAR window, select the “Requests” tab.
    4. Select “New Request,” then select “Report Card Request.”
    5. 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.
    6. 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 or the RBFCU Mobile app.
    2. Select “STAR Program” from the “View Services” menu.
    3. In the STAR window, select the “Tasks” tab to view all tasks currently assigned to you.
    4. Select the task you’d like to mark as complete.
    5. Select “Mark as complete.”
    6. 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 or the RBFCU Mobile app.
    2. Select “STAR Program” from the “View Services” menu.
    3. In the STAR window, select the “trophies earned this month” button next to your avatar photo at the top of the page.
    4. Select the “Leaderboard” tab.
    5. You can 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 or the RBFCU Mobile app.
    2. Select “STAR Program” from the “View Services” menu.
    3. In the STAR window, select the “trophies earned this month” button next to your avatar photo at the top of the page.
    4. 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 PREFERENCE (ELECTRONIC STATEMENTS & DOCUMENTS)

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

    To enroll in electronic statements for your credit card:

    1. Sign in to your Online Banking account or the RBFCU Mobile app.
    2. Select your credit card on the Account Summary page.
    3. Select “View Transactions” on the Credit Card Activity page to open the credit card servicing website.
    4. Select “Statements.”
    5. Select the toggle next to “Paperless statements" to switch it to “On.”
    6. Verify your email address, and follow the prompts to complete enrollment.

    Please note: You will only be enrolled in electronic statements for your credit card. This will not apply to your other RBFCU accounts.

  • How do I opt in to receive my statements and documents electronically?
    + -

    Visit the Paperless Preference page in your Online Banking account to enroll in electronic statements and documents.

    To enroll via the RBFCU Mobile app:

    1. Sign in to the RBFCU Mobile app.
    2. Tap the + button at the bottom of the screen to view your options.
    3. Tap the “View Services” icon.
    4. Tap “Paperless Preference.”
    5. Check the boxes to agree to the Paperless Preference Agreement and consent to receive electronic documents.
    6. Tap the toggle to switch it from “Disabled” to “Enabled.”

    To enroll via text message, text PAPERLESS to 968772.

    Access to Paperless Statements and Documents is not immediate. You will start receiving your Paperless Statements and Documents beginning with the next statement cycle, which may be up to 30 days from the date you switch your Paperless Preference to electronic delivery. Statements and documents received by mail prior to switching will not be made available electronically, but can be obtained by contacting RBFCU. An Online Banking account is required to sign up for Paperless Statements and Documents.

    IRA statements, error resolution notices, tax statements or any additional financial documentation required by law will still be mailed until further notice.

  • How do I view my account statements and documents in the RBFCU Mobile app?
    + -

    To view your account statements and documents in the RBFCU Mobile app:

    1. Sign in to the RBFCU Mobile app.
    2. Tap the account for the statement or document you’d like to view.
    3. After your Account Activity loads, tap the + button at the bottom of the screen to view your account options.
    4. Tap “Statements & Tax Docs” to see your current and previous statements for the account.

    Please note: You must be opted in to Paperless Preference to access your account statements and documents in the RBFCU Mobile app. To opt in to Paperless Preference:

    1. Sign in to the RBFCU Mobile app.
    2. Tap the + button at the bottom of the screen to view your options.
    3. Tap the “View Services” icon.
    4. Tap “Paperless Preference.”
    5. Check the boxes to agree to the Paperless Preference Agreement and consent to receive electronic documents.
    6. Tap the toggle to switch it from “Disabled” to “Enabled.”

    Access to Paperless Statements and Documents is not immediate. You will start receiving your Paperless Statements and Documents beginning with the next statement cycle, which may be up to 30 days from the date you switch your Paperless Preference to electronic delivery. Statements and documents received by mail prior to switching will not be made available electronically, but can be obtained by contacting RBFCU. An Online Banking account is required to sign up for Paperless Statements and Documents.

    IRA statements, error resolution notices, tax statements or any additional financial documentation required by law will still be mailed until further notice.

  • What should I do if I find fraudulent transactions in my Online Banking account or on my account statement?
    + -

    Visit the “How to Report Fraud to RBFCU” page for instructions on reporting suspicious transactions, including:

    • How to dispute debit card, credit card, checking, savings and Money Market transactions
    • How to stop payment on a check
    • How to report fraud involving your debit card
    • How to dispute a credit card transaction

 

RBFCU MOBILE APP

  • 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.

  • Are older devices supported by the RBFCU Mobile app?
    + -

    Older devices that are unable to run the latest operating system (OS) versions may not receive the OS security updates needed to run the RBFCU Mobile app. If you have an older device or you choose to use an older OS version on your device, you may not be able to access or use all the features available in the RBFCU Mobile app.

    Additionally, only certified devices are supported by the RBFCU Mobile app. If you need assistance with your device, please contact your mobile carrier or device’s manufacturer.

    If you have an older mobile device, you can still access your Online Banking account by visiting rbfcu.org on your device’s browser.

  • 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.

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

    Yes. To change these security settings:

    1. Sign in to the RBFCU Mobile app.
    2. Tap the profile icon in the top-right corner of the screen.
    3. Tap “Profile Settings.”
    4. Tap “Security Center.”
    5. Select “Username,” “Password,” or “Security Questions and Answers” and follow the prompts to change the setting.
  • Can I opt out of sign-in Alerts for my Online Banking account?
    + -

    No. Sign-in Alerts are mandatory security Alerts that cannot be disabled.

  • 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 RBFCU accounts, visit the Transfer Money to Myself or Joint page in Move Money in your Online Banking account.

    To set up a recurring transfer to another person’s RBFCU account, visit the Send Money to Someone Else page in Move Money in your Online Banking account.

    Complete the transfer details, and tap “Schedule for Future.” You’ll be given options to choose a transfer “Frequency,” “Start Date” and “End Date” to set up a recurring transfer.

    To set up a recurring transfer in the RBFCU Mobile app:

    1. Sign in to the app.
    2. Tap “Move Money.”
    3. Tap “Transfer/Send Money.”
    4. Select whether you’d like to send money to “Myself or Joint” or “Someone Else.”
    5. Complete the transfer details, and tap “Schedule for Future.” 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.

    Click here to sign in to your Online Banking account and set up a transfer to an external account, and enter the required information to complete.

    To set up a transfer to an external account in the RBFCU Mobile app:

    1. Sign in to the RBFCU Mobile app.
    2. Select the “Move Money” menu.
    3. To create a new transfer, select “Transfer/Send Money,” then “Send Money to Someone Else.”
    4. Select “Account.”
    5. Select “Add Other Account” and enter the details.
    6. 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 have to use MFA with my Online Banking account?
    + -

    No. If you’re more comfortable using RBFCU’s other options — OTP via text message or phone call, and security questions and answers — you’re free to keep using them. However, MFA is a much stronger security option to protect your account and very difficult for fraudsters to infiltrate.

  • 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.

  • Does the RBFCU Mobile app use push notifications for account Alerts?
    + -

    No. The RBFCU Mobile app uses push notifications to alert you regarding sign-in attempts from an unrecognized device, to update you on the status of loan applications, and for activity in the STAR program.

    Account Alerts — those that notify you to transactions made on your RBFCU accounts by type and amount — are sent via email and text message. Visit the “Set Alerts” page in your Online Banking account to manage your Alerts.

    To manage Alerts in the RBFCU Mobile app:

    1. Sign in to the app.
    2. Select the profile icon in the upper-right corner.
    3. Select “Set Alerts.”
    4. Select the type of Alert you’d like to manage from “Account & Loan Alerts,” “Card Alerts” or “Other Alerts.”
    5. Choose an account and follow the prompts to set your Alert preferences.
  • How can I clear the data and cache for the RBFCU Mobile app?
    + -

    To clear the data and cache for the RBFCU Mobile app on an Android device:

    1. Open “Settings.”
    2. Tap “Apps.”
    3. Tap the RBFCU Mobile App.
    4. Tap “Storage.”
    5. Tap “Clear Data.”

    While Apple devices don’t have a specific option to clear cached data, restarting your device may resolve any issues you may be experiencing. If restarting doesn’t work, uninstalling and reinstalling the RBFCU Mobile app will clear all data.

  • How can I locate my nearest RBFCU branch or ATM using the RBFCU Mobile app?
    + -

    To locate your nearest RBFCU branch or ATM:

    1. Sign in to the RBFCU Mobile app.
    2. Tap the + button at the bottom of the screen to view your options.
    3. Tap “Contact Us.”
    4. Select “Locate a Branch or ATM” to open the location search.
  • 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. Open the Settings app on your device.
    2. Scroll down to the list of apps at the bottom, and choose the RBFCU Mobile app (listed as “RBFCU”).
    3. Here, you can choose to enable or disable permissions for specific app features.

    For Android users:

    1. From the Home screen, swipe up to access “All Apps.”
    2. Find and open the Settings app.
    3. Tap “Apps & Notifications.”
    4. Tap the RBFCU Mobile app (listed as “RBFCU”). 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 view my investments and accounts through RBFCU's Online Banking and the RBFCU Mobile app?
    + -

    To view investments and accounts through our Online Banking platform at rbfcu.org or the RBFCU Mobile app, start by signing in and selecting “Explore Products” on the navigational toolbar. Then select “Investments.” (For mobile app users, tap the plus sign icon (+) at the bottom, select “Explore Products” and then click the “Investments” card.)

    Follow the prompts, and from there, your investments and accounts will automatically appear.

  • 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 activate my debit or credit card in the RBFCU Mobile app?
    + -

    Watch this video to learn how to activate and manage your cards using the Manage Cards feature in your Online Banking account:

  • How do I adjust the refresh interval for the RBFCU Mobile app widget?
    + -

    On Android devices, you can adjust how often the RBFCU Mobile app widget is refreshed. This option is not available on Apple devices.

    To adjust the refresh interval on your Android device:

    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. Tap “Widget refresh interval” under “Widget Settings,” then choose a refresh interval of every ½ hour, hour, 2 hours, 4 hours, 8 hours or on demand.

     

    “Widget Settings” for the RBFCU Mobile app in Settings:

    Screenshot from Android device with Widget Settings highlighted

     

    “Widget Refresh Interval” options for the RBFCU Mobile app in Settings:

    Screenshot from Android device showing Widget Refresh Interval options

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

    To contact RBFCU by chat, secure message or phone:

    1. Sign in to the RBFCU Mobile app.
    2. Tap the + button at the bottom of the screen to view your options.
    3. Tap “Contact Us.”
    4. Select “Start Chat,” “Send a Secure Message” or “Call Member Services.”
  • 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. Select the account where you’d like to deposit the check from the drop-down menu at the top of the screen.
    3. Sign your name on the back of the check and add “For mobile deposit only.”
    4. Tap the “Front” and “Back” camera icons to take photos of the front and back of the check.
    5. Confirm the deposit amount shown in the app matches the amount written on your paper check.
    6. Click “Submit” to complete your deposit. The RBFCU Funds Availability Policy applies to all deposits.
  • How do I disable MFA with an authenticator app?
    + -

    To disable MFA, please sign in to your Online Banking account to send a secure message or chat with a Member Service Representative. You can also call us at 210-945-3300 or visit your nearest branch. If you disable MFA, your Online Banking account will revert to the security option — OTP, or security question and answer — you previously had in place.

  • 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. The latest operating systems (OS) versions are required for security updates and will provide the best experience while using the RBFCU Mobile app. The minimum supported OS to use the RBFCU Mobile app are:

    • iPadOS® 13 or later
    • iPhone® iOS 13 or later
    • Android OS 5.1 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.

    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 enable push notifications for the RBFCU Mobile app?
    + -

    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 (listed as “RBFCU”).
    3. Tap “Notifications.”
    4. Toggle “Allow Notifications” to on and set your preferences.

    For Android users:

    1. From the Home screen, swipe up to access “All Apps.”
    2. Find and open the Settings app.
    3. Tap “Apps.”
    4. Choose the RBFCU Mobile app (listed as “RBFCU”) from the list.
    5. Tap “Notifications.”
    6. Toggle “Show Notifications” to on and set your preferences.

    Please note: Currently the RBFCU Mobile app uses push notifications to update you on the status of loan applications, and for activity in the STAR program.

  • How do I get the RBFCU Mobile app to update automatically?
    + -

    For Apple users:

    1. Open the Settings app on your device.
    2. Tap App Store.
    3. Tap the toggle next to “App Update” to turn on automatic updates for all app.

    Please note: Enabling automatic updates in the App Store Settings will enable this setting for all apps on your device.

    For Android users:

    1. Open the Google Play app.
    2. At the top right, tap the profile icon.
    3. Tap “Manage apps & device.”
    4. Tap “Manage” and find the RBFCU Mobile app.
    5. Tap on the RBFCU Mobile app’s name to open the app’s “Details” page.
    6. On the RBFCU Mobile app’s Details page, tap the three dots in the top right corner.
    7. Turn on “Enable auto update.”

    Please note: Settings can vary by phone. For more information about your specific device, visit the manufacturer’s website.

  • How do I know it's RBFCU asking me to verify a sign-in attempt and not a fraudster?
    + -

    RBFCU will only ask you to allow or deny access to an unrecognized device when it attempts to sign in to your Online Banking account via push notification or text message. You should only allow devices to access your Online Banking account if you personally own and use them.

    Remember: RBFCU employees will never ask you to provide or verify your username, password, security questions and answers, multifactor authentication (MFA) codes, MFA recovery codes or one-time passcodes (OTP) — not via push notification, not via text message, not ever. Also, an RBFCU employee will never need to sign in to your Online Banking account on your behalf. If someone contacts you claiming to be an RBFCU employee and asks you to approve a sign-in request for them, do not respond.

  • How do I manage text or email Alerts on my account?
    + -

    You can turn Alerts on and off on the Set Alerts page in your Online Banking account.

    To manage Alerts in the RBFCU Mobile app:

    1. Sign in to the RBFCU Mobile app.
    2. Select the profile icon in the upper-right corner.
    3. Select “Set Alerts.”
    4. Select the type of Alert you’d like to manage from “Account & Loan Alerts,” “Card Alerts” or “Other Alerts.”
    5. Choose an account and follow the prompts to set your Alert preferences.

    Please note: These settings are for managing optional Alerts only, such as those notifying you of transactions made on your RBFCU accounts by type or amount. Other Alerts, such as those notifying you of a sign-in attempt by an unrecognized device or the opening of a new account in your name, are mandatory security Alerts that cannot be disabled.

  • How do I navigate the RBFCU Mobile app?
    + -

    With the RBFCU Mobile app, your personal finances are easy to manage. Watch this video and learn how to use the app’s basic features:

  • 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. On the Account Summary page, tap “New Account” under “Deposit Accounts.”
    3. Verify your address, and tap “Let’s Get Started” to follow the self-service directions.
  • How do I opt in to receive my statements and documents electronically?
    + -

    Visit the Paperless Preference page in your Online Banking account to enroll in electronic statements and documents.

    To enroll via the RBFCU Mobile app:

    1. Sign in to the RBFCU Mobile app.
    2. Tap the + button at the bottom of the screen to view your options.
    3. Tap the “View Services” icon.
    4. Tap “Paperless Preference.”
    5. Check the boxes to agree to the Paperless Preference Agreement and consent to receive electronic documents.
    6. Tap the toggle to switch it from “Disabled” to “Enabled.”

    To enroll via text message, text PAPERLESS to 968772.

    Access to Paperless Statements and Documents is not immediate. You will start receiving your Paperless Statements and Documents beginning with the next statement cycle, which may be up to 30 days from the date you switch your Paperless Preference to electronic delivery. Statements and documents received by mail prior to switching will not be made available electronically, but can be obtained by contacting RBFCU. An Online Banking account is required to sign up for Paperless Statements and Documents.

    IRA statements, error resolution notices, tax statements or any additional financial documentation required by law will still be mailed until further notice.

  • 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 set up MFA with an authenticator app for my Online Banking account?
    + -

    To enable MFA for your account, sign in to your Online Banking account and visit the Multifactor Authentication page, or sign in to the RBFCU Mobile app.

    1. After you sign in, select the profile icon
    2. Select “Profile Settings”
    3. Select “Security Center”
    4. Select “Multifactor Authentication (MFA)”
    5. Under the “Authenticator App” section, select “Set Up Multifactor Authentication”
    6. You will be prompted for an OTP via text message or phone call to verify your identity. Select an option, then enter the code
    7. If you haven’t downloaded an authenticator app, you’ll be prompted to choose between Microsoft Authenticator and Google Authenticator. If you’ve already downloaded an authenticator app, select “Next” to skip this step
    8. On your device, add a new account in your authenticator app
    9. Then, scan the provided QR code or copy the 32-digit written code from your Online Banking account to verify your account in the authenticator app
    10. Enter the 6-digit code generated by the authenticator app in Online Banking, select “Enroll” to complete the setup and finally select “Submit”
    11. You’re done! You’ll receive a text message and/or email Alert to confirm your enrollment. On the success screen, you’ll be given a 16-digit recovery code. Save this code in a secure location so you’ll still be able to sign in to your Online Banking account in the event you lose access to the authenticator app — for example, if your device is lost, damaged or stolen

    After enabling MFA, you can choose to be prompted for a 6-digit MFA code every time you sign in to your Online Banking account. This is optional — but highly recommended — since MFA greatly strengthens your account’s security. To manage this option, visit the MFA page in your Online Banking account.

    Remember: RBFCU will never initiate a phone call, email or text message asking you to provide your authenticator code or recovery code. Do not provide these codes to anyone.

  • How do I set up sign-in Alerts for my Online Banking account?
    + -

    Sign-in Alerts are a security feature that’s automatically included with Online Banking. No action is required on your part to enable sign-in Alerts.

    However, there are some settings you can review to ensure RBFCU is able to deliver sign-in Alerts to you:

    • Update the RBFCU Mobile app to the latest version: Visit rbfcu.org/update from your device to go to your app store. If you see an “Update” button, tap it to install the latest version of the app.
    • Turn on push notifications for the RBFCU Mobile app on your device:
      • 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 (listed as “RBFCU”).
        3. Tap “Notifications.”
        4. Toggle “Allow Notifications” to on and set your preferences.
      • For Android users:
        1. From the Home screen, swipe up to access “All Apps.”
        2. Find and open the Settings app.
        3. Tap “Apps.”
        4. Choose the RBFCU Mobile app (listed as “RBFCU”) from the list.
        5. Tap “Notifications.”
        6. Toggle “Show Notifications” to on and set your preferences.
    • Opt-in to text messages: You may have opted out of text messages from RBFCU at some point. To opt in to RBFCU text messages, text START to 968772 and 839872. You’ll receive a confirmation letting you know you’ve successfully subscribed to RBFCU text messages.
    • Verify we have your current mobile phone number: You can do this in your Online Banking account or in the RBFCU Mobile app:
      1. Sign in and select the “My Profile” icon in the top-right corner.
      2. Select “Profile Settings.”
      3. Select “Contact Settings,” and follow the prompts to update your email address, phone number or mailing address.
  • How do I transfer money between my accounts with Move Money in the RBFCU Mobile app?
    + -

    Watch this video to learn how to make transfers between your accounts using our Move Money feature:

  • 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 Google Chrome on my mobile device?
    + -

    Click here for instructions on how to update Chrome on your Apple device.

    Click here for instructions on how to update Chrome on your Android device.

  • How do I update my email address, phone number or mailing address with RBFCU?
    + -

    You can update your contact information in your Online Banking account or in the RBFCU Mobile app:

    1. Sign in and select the “My Profile” icon in the top-right corner.
    2. Select “Profile Settings.”
    3. Select “Contact Settings,” and follow the prompts to update your email address, phone number or mailing address.
  • 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 on the Apple® App Store® or Google Play™ 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.

    For full app functionality, please ensure your device is running the latest software. The latest operating systems (OS) versions are required for security updates and will provide the best experience while using the RBFCU Mobile app. The minimum supported OS to use the RBFCU Mobile app are:

    • iPadOS® 13 or later
    • iPhone® iOS 13 or later
    • Android™ OS 5.1 or later
  • How do I use Manage Cards in the RBFCU Mobile app?
    + -

    Watch this video to learn how to activate and manage your cards using the Manage Cards feature in your Online Banking account:

  • How do I verify which OS version is running on my mobile device?
    + -

    To verify which operating system (OS) version is running on your mobile device:

    For iPhone® or iPad®, open the “Settings” app, tap “General” and select “About.” Look for “Software Version” to see the iOS version your device is using.

    For Android™, open the “Settings” app, then select “About Phone” or “About Device.” Tap “Software information” to see the OS list for “Android Version.”

  • How do I view my account statements and documents in the RBFCU Mobile app?
    + -

    To view your account statements and documents in the RBFCU Mobile app:

    1. Sign in to the RBFCU Mobile app.
    2. Tap the account for the statement or document you’d like to view.
    3. After your Account Activity loads, tap the + button at the bottom of the screen to view your account options.
    4. Tap “Statements & Tax Docs” to see your current and previous statements for the account.

    Please note: You must be opted in to Paperless Preference to access your account statements and documents in the RBFCU Mobile app. To opt in to Paperless Preference:

    1. Sign in to the RBFCU Mobile app.
    2. Tap the + button at the bottom of the screen to view your options.
    3. Tap the “View Services” icon.
    4. Tap “Paperless Preference.”
    5. Check the boxes to agree to the Paperless Preference Agreement and consent to receive electronic documents.
    6. Tap the toggle to switch it from “Disabled” to “Enabled.”

    Access to Paperless Statements and Documents is not immediate. You will start receiving your Paperless Statements and Documents beginning with the next statement cycle, which may be up to 30 days from the date you switch your Paperless Preference to electronic delivery. Statements and documents received by mail prior to switching will not be made available electronically, but can be obtained by contacting RBFCU. An Online Banking account is required to sign up for Paperless Statements and Documents.

    IRA statements, error resolution notices, tax statements or any additional financial documentation required by law will still be mailed until further notice.

  • How does RBFCU's MFA work?
    + -

    To use MFA, you’ll need to download an authenticator app to your device. After you set up the authenticator app and enable MFA in your Online Banking account, RBFCU will use MFA to verify high-risk sign-in attempts. For example, if you get a new phone, RBFCU will prompt you to provide your MFA code the first time you try to sign in to your Online Banking account, just to make sure it’s really you. Asking for MFA in these situations lets RBFCU verify your identity, and gives us another line of defense in protecting your account from fraudsters.

    You’ll also have the option to use MFA every time you sign in to your Online Banking account, which greatly strengthens your account’s security.

    If you’re currently receiving an OTP code or answering a security question every time you sign in to your Online Banking account, enabling MFA will replace these sign-in options.

  • 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 accidentally responded ALLOW to a sign-in Alert when I meant to respond DENY. What should I do?
    + -

    If you responded ALLOW to a sign-in attempt you meant to DENY, you should immediately contact RBFCU at 210-945-3300 for assistance.

    If you’re still able to access your Online Banking account, report the unauthorized access to RBFCU and take the following steps:

    1. Sign in and check your account for any changes or transactions that you did not authorize — for example, changes to your email address or other contact information, added joint owners on your accounts, or fraudulent transfers
      • To check your contact information: Select the profile icon, then “Profile Settings,” then “Contact Settings.” Be sure to update any incorrect or outdated information
      • To check your joint owners: Select the profile icon, then “Profile Settings,” then “Account Roles.” Be sure to remove anyone who shouldn’t have access to your accounts
    2. Next, change your password to a strong, unique password. Get tips on creating a strong password here
      • To change your password: Select the profile icon, then “Profile Settings,” then “Security Center”
    3. Consider changing your username, since it’s likely it has also been compromised
      • To change your username: Select the profile icon, then “Profile Settings,” then “Security Center”
    4. Enable multifactor authentication (MFA) for your account. Get directions for setting up MFA here

    If you’re unable to access your Online Banking account, try the self-service options to reset your username and/or password. If you're still unable to regain access to your account, contact RBFCU at 210-945-3300 or visit your nearest branch for assistance.

    Additionally, you should monitor your accounts regularly and report any suspicious transactions.

  • I accidentally responded DENY to a sign-in Alert when I meant to respond ALLOW. What should I do?
    + -

    If you responded DENY to a legitimate sign-in attempt, simply sign in again. You’ll receive another sign-in Alert and can respond ALLOW instead.

  • I already have the RBFCU Mobile app, but my device wasn't recognized and I didn't receive an Alert when trying to sign in. What should I do?
    + -

    If you’re trying to access your Online Banking account from the RBFCU Mobile app and you didn’t receive an Alert to approve the sign-in attempt, please review the following settings:

    • Update the RBFCU Mobile app to the latest version: Visit rbfcu.org/update from your device to go to your app store. If you see an “Update” button, tap it to install the latest version of the app.
    • Turn on push notifications for the RBFCU Mobile app on your device:
      • 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 (listed as “RBFCU”).
        3. Tap “Notifications.”
        4. Toggle “Allow Notifications” to on and set your preferences.
      • For Android users:
        1. From the Home screen, swipe up to access “All Apps.”
        2. Find and open the Settings app.
        3. Tap “Apps.”
        4. Choose the RBFCU Mobile app (listed as “RBFCU”) from the list.
        5. Tap “Notifications.”
        6. Toggle “Show Notifications” to on and set your preferences.
    • Opt-in to text messages: You may have opted out of text messages from RBFCU at some point. To opt in to RBFCU text messages, text START to 968772 and 839872. You’ll receive a confirmation letting you know you’ve successfully subscribed to RBFCU text messages.

    If you need further assistance, please contact the Member Service Center.

  • I already have the RBFCU Mobile app. Why wasn't my device recognized when I tried to sign in to my Online Banking account?
    + -

    If you haven’t signed in to your Online Banking account through the RBFCU Mobile app in some time, or you’ve recently uninstalled and reinstalled the app, your device may not be recognized. Simply respond ALLOW to the sign-in Alert and your device will be recognized the next time you sign in to your 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 send a secure message in your Online Banking account, contact a Member Service Representative through chat 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 have Iris sign-in enabled. Why isn't my biometric option working?
    + -

    On certain devices, the OS settings may not save the credentials when using Iris. It is recommended that you try using another biometric option, such as face or fingerprint sign-in if you wish to save your credentials.

  • I received a text message that appears to be from RBFCU asking me to allow or deny a sign-in attempt to my Online Banking account. How can I tell if it's legitimate?
    + -

    Text messages from RBFCU to verify sign-in attempts are sent from a shortcode, or a shortened phone number. However, please be aware that fraudsters can imitate legitimate phone numbers, including shortcodes.

    RBFCU will only ask you to respond with “Allow” or “Deny” to a text message asking you to verify a sign-in attempt for your Online Banking account. We will never ask you to provide or verify your sign-in credentials, including your username, password, security questions and answers, multifactor authentication (MFA) codes, MFA recovery codes or one-time passcodes (OTP). Also, RBFCU will not sign in to your Online Banking account on your behalf, so we will never ask you to approve a sign-in request for us.

  • 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 want to get rid of my device. How do I remove a device from my Online Banking account that should no longer be trusted?
    + -

    To remove a device from your account, contact the Member Service Center at 210-945-3300.

  • 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. To use this feature, you must enable biometrics on your device.

  • 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.

  • I'm an active Online Banking user. Will I be asked to ALLOW or DENY my device before I sign in to my Online Banking account?
    + -

    No. RBFCU will recognize devices you’ve been actively using for Online Banking. You won’t be asked to verify a device you’ve been using for Online Banking.

    However, if you’ve recently uninstalled and reinstalled the RBFCU Mobile app or cleared the browser cache on your device, your device may not be recognized and you may be asked to verify your next sign-in attempt.

  • 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.

  • I've misplaced my MFA recovery code. Can I get a new one?
    + -

    Yes. If you misplaced your recovery code but still have access to your authenticator app, you can get a new recovery code by visiting the Multifactor Authentication page in your Online Banking account or the RBFCU Mobile app, and repeating the MFA setup.

    If you misplaced your recovery code and don’t have access to your authenticator app — for example, if your device is lost, damaged or stolen — call the Member Service Center at 210-945-3300 or visit your nearest branch to regain access to your Online Banking account.

    Remember: RBFCU will never initiate a phone call, email or text message asking you to provide your authenticator code or recovery code. Do not provide these codes to anyone.

  • 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 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 for easy selection next time you make a transfer.

    Visit the Send Money to Someone Else page in your Online Banking account to set up a Favorite.

    To set up a Favorite in the RBFCU Mobile app:

    1. Sign in to the RBFCU Mobile app.
    2. Tap “Move Money” in the bottom menu.
    3. Select “Transfer/Send Money,” then “Send Money to Someone Else.”
    4. Choose the “Account” option.
    5. Select “Add Other Account” and enter the account details.
    6. Check the “Add to Favorites” box to save it as a Favorite.
  • What authenticator apps will work with my Online Banking account?
    + -

    RBFCU supports Microsoft® Authenticator and Google Authenticator™; choose the app you prefer.

    iPhone Users: Download Microsoft Authenticator | Download Google Authenticator

    Android Users: Download Microsoft Authenticator | Download Google Authenticator

    If you’re already using one of these apps for another account, you’ll be able to add your RBFCU account to the existing app.

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

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

  • What if someone who says they work for RBFCU contacts me to ask for my authenticator code?
    + -

    RBFCU will never initiate a phone call, email or text message to anyone — members or non-members — asking for your sign-in information, including usernames, passwords, security questions and one-time passcodes, or other personal information, like account or Social Security numbers. This includes codes generated for your RBFCU Online Banking account by an authenticator app, and your MFA recovery code. Never provide these codes to anyone, and keep your recovery code in a secure location you’re able to access if your device is lost, damaged or stolen.

  • 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 a trusted device?
    + -

    A trusted device is an electronic device you frequently use (e.g., your mobile phone, tablet or home computer). It is a device we know is yours and that we used to verify your identity using Multifactor Authentication (MFA).

  • What is multifactor authentication?
    + -

    Multifactor authentication, or MFA, means providing two or more pieces of information in order to sign in to an account. You may also see this called two-factor authentication, or 2FA, when only two pieces of information are required. In most cases, this means you’ll need a one-time passcode (OTP) when you sign in, as well as the account password you’ve chosen. The code is sent to you via text message, email or phone call, or provided to you by another app, and typically expires after 30 seconds.

    Combining a strong password with an OTP means it’s far more difficult for a fraudster to gain unauthorized access to your account with just your password, making MFA a highly recommended form of account security available for consumers.

    Learn more about how MFA works and why you should use it from the Cybersecurity & Infrastructure Security Agency (CISA).

  • 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 mobile operating system versions are supported by the RBFCU Mobile app?
    + -

    The latest operating systems (OS) versions are required for security updates and will provide the best experience while using the RBFCU Mobile® app. The minimum supported OS to use the RBFCU Mobile app are:

    • iPadOS 13® or later
    • iPhone® iOS 13 or later
    • Android™ OS 5.1 or later

    Older devices that are unable to run the latest OS versions may not receive the OS security updates needed to run the RBFCU Mobile app. If you have an older device or you choose to use an older OS version on your device, you may not be able to access or use all the features available in the RBFCU Mobile app.

  • What other MFA options are available for my Online Banking account?
    + -

    RBFCU also offers the following options when signing in to your Online Banking account on rbfcu.org or the RBFCU Mobile app:

    • One-time passcode (OTP) by call or text
    • Security question and answer

    You can enable these options to prompt every time you sign in to your account.

    To enable OTP for your account, sign in to your Online Banking account and visit the Multifactor Authentication page.

    To enable OTP in the RBFCU Mobile app:

    1. Sign in to the app.
    2. Select the profile icon in the upper-right corner.
    3. Select “Profile Settings.”
    4. Select “Security Center.”
    5. Select “One-Time Passcode.”
    6. Turn the toggle switch next to “Enabled” to the “on” position.

    Note: You must add a valid phone number or mobile number to your Online Banking account to use OTP.

    To update your security question and answer, sign in to your Online Banking account and visit the Security Questions and Answers page.

    To update in the RBFCU Mobile app:

    1. Sign in to the app.
    2. Select the profile icon in the upper-right corner.
    3. Select “Profile Settings.”
    4. Select “Security Center.”
    5. Select “Security Questions and Answers.”
    6. Follow the prompts to add or update your question and answer.
  • What should I do if I enable MFA and lose access to the authenticator app?
    + -

    If you lose access to the authenticator app — for example, if your device is lost, damaged or stolen — you can enter your recovery code to gain access to your account. You’ll then be able to repeat the MFA setup process on your device and you’ll receive a new recovery code.

    If you’ve lost your recovery code, call the Member Service Center at 210-945-3300 or visit your nearest branch to regain access to your Online Banking account.

  • What should I do if I find fraudulent transactions in my Online Banking account or on my account statement?
    + -

    Visit the “How to Report Fraud to RBFCU” page for instructions on reporting suspicious transactions, including:

    • How to dispute debit card, credit card, checking, savings and Money Market transactions
    • How to stop payment on a check
    • How to report fraud involving your debit card
    • How to dispute a credit card transaction
  • What should I do if I receive a sign-in Alert and I'm not trying to sign in to my Online Banking account?
    + -

    If you receive a sign-in Alert and you’re not trying to sign in to your Online Banking account, respond DENY to prevent the unrecognized device from accessing to your accounts. We strongly recommend you change your password if you deny a sign-in attempt. Visit the Password Settings page in your Online Banking account to change it. To change your password in the RBFCU Mobile app:

    1. Sign in to the app.
    2. Select the profile icon in the upper-right corner.
    3. Select “Profile Settings.”
    4. Select “Security Center.”
    5. Select “Password” and follow the prompts to change it.

    You can find tips for creating a strong password here.

    If you’re not already using multifactor authentication (MFA), consider enabling it for your Online Banking account. MFA makes it far more difficult for a fraudster to gain unauthorized access if they obtain your password. Get directions for setting up MFA here.

    You should also consider changing your username, since it has also been compromised. Visit the Username Settings page in your Online Banking account to change it. To change your username in the RBFCU Mobile app:

    1. Sign in to the app.
    2. Select the profile icon in the upper-right corner.
    3. Select “Profile Settings.”
    4. Select “Security Center.”
    5. Select “Username” and follow the prompts to change it.
  • What should I do if I see suspicious activity in my Online Banking account?
    + -

    If you see suspicious activity in your account — such as you notice favorite accounts or joint owners you didn’t add, or changes to your contact information that you didn’t authorize — your Online Banking account may have been compromised. You should immediately contact RBFCU at 210-945-3300 for assistance.

    If you’re still able to access your Online Banking account, report the unauthorized access to RBFCU and take the following steps:

    1. Sign in and check your account for any changes or transactions that you did not authorize — for example, changes to your email address or other contact information, added joint owners on your accounts, or fraudulent transfers
      • To check your contact information: Select the profile icon, then Profile Settings, then Contact Settings. Be sure to update any incorrect or outdated information
      • To check your joint owners: Select the profile icon, then Profile Settings, then Account Roles. Be sure to remove anyone who shouldn’t have access to your accounts
    2. Next, change your password to a strong, unique password. Get tips on creating a strong password here
      • To change your password: Select the profile icon, then Profile Settings, then Security Center
    3. Consider changing your username, since it’s likely it has also been compromised
      • To change your username: Select the profile icon, then Profile Settings, then Security Center
    4. Enable multifactor authentication (MFA) for your account. Get directions for setting up MFA here

    If you’re unable to access your Online Banking account, try the self-service options to reset your username and/or password. If you're still unable to regain access to your account, contact RBFCU at 210-945-3300 or visit your nearest branch for assistance.

    Additionally, you should monitor your accounts regularly and report any suspicious transactions.

  • 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.

  • Why am I not receiving push notifications from the RBFCU Mobile app?
    + -

    You may have push notifications for the RBFCU Mobile app disabled on your device. Follow the directions below to enable push notifications from the RBFCU app.

    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 (listed as “RBFCU”).
    3. Tap “Notifications.”
    4. Toggle “Allow Notifications” to on and set your preferences.

    For Android users:

    1. From the Home screen, swipe up to access “All Apps.”
    2. Find and open the Settings app.
    3. Tap “Apps.”
    4. Choose the RBFCU Mobile app (listed as “RBFCU”) from the list.
    5. Tap “Notifications.”
    6. Toggle “Show Notifications” to on and set your preferences.

    Please note: Currently the RBFCU Mobile app uses push notifications to alert you regarding sign-in attempts from an unrecognized device, to update you on the status of loan applications, and for activity in the STAR program.

  • Why am I not receiving text messages from RBFCU?
    + -

    You may have opted out of text messages from RBFCU at some point. To opt in to RBFCU text messages, text START to 968772 and 839872. You’ll receive a confirmation letting you know you’ve successfully subscribed to RBFCU text messages.

  • Why am I repeatedly being asked to reset my Online Banking password when I sign in?
    + -

    Repeated password reset requests may display when trying to sign into your Online Banking profile if:

    • Auto-filled passwords: Your internet browser is auto-filling an invalid or incorrect password.
    • Bookmarks or favorites: Accessing the RBFCU website from an outdated bookmark or saved favorites link.
    • Credential stuffing: Credential stuffing occurs when fraudsters attempt to sign in with random usernames and passwords in hopes they gain access to an account. In the case of credential stuffing, changing your username to a combination of letters, numbers and uncommon phrases is beneficial.
    • Third-party websites or apps: If you’ve linked your RBFCU account to another website or app — for example, a personal finance or money transfer app — and recently changed your RBFCU Online Banking credentials, you'll need to update your information within that website or app.
  • Why didn't I receive a sign-in Alert for my Online Banking account?
    + -

    Sign-in Alerts are only sent if an unrecognized device is trying to access your Online Banking account. If you believe you should have received a sign-in Alert and didn’t, please review the following settings:

    • Update the RBFCU Mobile app to the latest version: Visit rbfcu.org/update from your device to go to your app store. If you see an “Update” button, tap it to install the latest version of the app.
    • Turn on push notifications for the RBFCU Mobile app on your device:
      • 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 (listed as “RBFCU”).
        3. Tap “Notifications.”
        4. Toggle “Allow Notifications” to on and set your preferences.
      • For Android users:
        1. From the Home screen, swipe up to access “All Apps.”
        2. Find and open the Settings app.
        3. Tap “Apps.”
        4. Choose the RBFCU Mobile app (listed as “RBFCU”) from the list.
        5. Tap “Notifications.”
        6. Toggle “Show Notifications” to on and set your preferences.
    • Opt-in to text messages: You may have opted out of text messages from RBFCU at some point. To opt in to RBFCU text messages, text START to 968772 and 839872. You’ll receive a confirmation letting you know you’ve successfully subscribed to RBFCU text messages.
    • Verify we have your current mobile phone number: You can do this in your Online Banking account or in the RBFCU Mobile app:
      1. Sign in and select the “My Profile” icon in the top-right corner.
      2. Select “Profile Settings.”
      3. Select “Contact Settings,” and follow the prompts to update your email address, phone number or mailing address.

    If you need further assistance, please contact the Member Service Center.

  • Why do I have to download another app to use MFA?
    + -

    An authenticator app is required to use MFA. Having a second, separate app to provide the temporary, machine-generated code to sign in is what makes MFA such a strong security feature.

  • Why isn't chat working on the RBFCU Mobile app during chat hours?
    + -

    Chat representatives are available 7 a.m. to 7 p.m. Monday through Friday, and 9 a.m. to 4 p.m. on Saturday. If you receive an error message that says “Chat Unavailable” during this time, please check to make sure you’re using the latest version of the RBFCU Mobile app.

    To check, visit rbfcu.org/update from your device. If you see an “Update” button, your app needs to be updated to the latest version.

    If you’re still unable to access chat, please visit the Contact Us page for more options.

  • Why was I prompted to set up a trusted device?
    + -

    As part of an ongoing effort to protect your personal and account information, we allow you to designate a trusted device you frequently use to access your account. Designating a trusted device provides an additional layer of security for your information.

  • 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 I be asked to ALLOW or DENY my device every time I sign in to my Online Banking account?
    + -

    No. You’ll be asked to verify a sign-in attempt from unrecognized devices only.

    For example, if you get a new phone, you’ll get an Alert asking you to ALLOW or DENY the device when you attempt to sign in to your Online Banking account the first time. However, once you allow a device, it will be labeled as recognized and you won’t be asked to verify it again the next time you sign in.

  • Will I still receive OTP codes via text message or phone call if I enable MFA?
    + -

    MFA will replace the OTP codes provided via text message or phone call for signing in to your Online Banking account, but you may still be prompted for this type of OTP to complete certain transactions once you’ve signed in.

 

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 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 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 support.apple.com/en-us/HT208087

 

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: samsung.com/us/samsung-pay

  • How do I use Samsung Pay?
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    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?
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    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?
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    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?
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    More information is available at samsung.com/us/samsung-pay

  • Which merchants accept Samsung Pay?
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    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?
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    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?
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    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?
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    You can access your safe deposit box during lobby hours.

  • Do I need identification to access my safe deposit box?
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    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?
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    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?
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    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?
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    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?
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    No. Insurance is not provided by RBFCU or the National Credit Union Administration.

  • Why isn’t my safe deposit box number on my key?
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    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?
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    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?
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    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?
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    If you would like to move to a smaller safe deposit box or close your safe deposit box, please visit the branch where your safe deposit box is located and a Member Service Representative will assist you.

 

ID REQUIREMENT POLICY

  • What form of identification is accepted?
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    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 (with an additional form of ID), 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?
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    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?
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    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?
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    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