Online Banking FAQs

Account Access & Login Assistance

Where can I find the new mobile apps?

For Android devices

For iPhone

Will my existing username and password carry over to the updated platform?
Yes. You'll log in using your current username and password. After verifying your identity, you will be prompted to update your password for enhanced security.

What should I do if I do not remember my username or password?
You can retrieve your username or reset your password using the links below:

Retrieve your username
Reset your password

I cannot login. What should I do?
First, try retrieving your username or resetting your password using the links above.

If you are still unable to log in, call us at (800) 656-4328 to speak with one of our Member Engagement Specialists. We're happy to help.

I do not see an account that I previously had access to. What should I do?
The platform displays accounts with which you are affiliated. This may include your primary membership, accounts where you are a joint owner, and any loans you cosigned.

If an account appears to be missing, login to your online account and send us a secure message with the details. We will be glad to review it with you.

Contact the Member Engagement Center when:

• You cannot access Online Banking after trying the available username or password recovery options.
• An account you expect to see is missing.
• You have an account-specific Online Banking question.
• A payment or transfer does not appear as expected.
• You need help determining the appropriate support option.
• The available FAQs or instructions do not resolve your issue.

For account-specific assistance, use secure messaing, chat when available or call (800) 656-4328

Login and Security

Will I need to reset my multifctor authentication settings?

No, your current multifactor authentication settings will carry over.

You will also have the option to add an authenticator app for additional security. Voice calls, SMS text messages, push notifications, and email will continue to be available as multifactor authentication options.

Will biometric login, such as Face ID or Touch ID, still work after the update?
You will likely need to re-enable biometric login the first time you open the updated mobile app.

Accounts, Transfers & Payments

Do I need to delete the previous app before installing any updates?
No, you will be prompted to update the app when required.

Are my eStatements and tax documents still available?
Yes. Your eStatements and tax documents will remain available under eDocs.

Can legal owners of a membership view the primary member's Bill Pay settings, payees, payment history? 
No. Legal owners of a membership cannot view the primary member's Bill Pay information.

Legal owners can enroll separately in Bill Pay through their own personal Online Banking profile.

How do I pay a bill?

You can use Bill Pay to make one-time or recurring payments.

1. Sign into Online Banking.
2. Select Transfer & payments.
3. Select Bill Pay.
4. Under "My Billers", click pay next to the payee you want to pay.
5. Enter the payment amount.
6. Select the account you want the payment to come from.
7. Choose the payment date shown in Bill Pay.
8. To make this a recurring payment, toggle "make this a repeat payment" on.
9. Review the payee, amount, funding account, and date.
10. Submit your payment and retain the confirmation for your records.

How do I add a payee?

1. Sign into Online Banking.
2. Select Transfer & payments.
3. Select Bill Pay.
4. Click Add Biller and type the name of the payee. *The payee's information may already be loaded into the bill pay system.

How do I edit an existing payee?

1. Sign into Online Banking.
2. Select Transfer & payments.
3. Select Bill Pay.
4. Select the payee.
5. Click Edit biller.

How do I find my scheduled Bill Pay payments/ Bill Pay payment history?

1. Sign into Online Banking.
2. Select Transfer & payments.
3. Select Bill Pay.
4. Click on Activity.
5. Future scheduled payments will appear under Scheduled and past payments will appear under History.

What should I do if an account I expect to see is not showing?

Your Digital Banking Dashboard is unique to you. The accounts you see depend on your connection to each account, such as an owner or borrower.

If you believe you are missing an account, contact Hanscom FCU so we can review your access by sending a secure message through your online account.

What should I do if an account appears that I do not recognize?

Do not transact on the account.

Send a secure message through your online banking, so our team can look further into your account.

How do I add an external account through the mobile app?

External accounts allow eligible members to move money between Hanscom FCU and accounts they hold at other financial institutions.

1. Sign into Online Banking.
2. Click Transfer & Payments. Click Transfer & Pay. Click Add Account. Click Add an External Account.
3. Enter the requested account information.
4. Complete the verification steps shown.
5. Once verification is complete, confirm that the external account is available before initiating a transfer.

*Please note the preferred method to "add an external account" will allow you to view/transfer to and from checking and savings accounts that you own.
For the "Add an external account to view" method, it will allow you to view and transfer from all account types such as credit cards, mortgages, and /or cerfitificates of deposits. 
Please note that not all financial institutions are compatible with this option.

How do I add an external account through the online banking desktop?

External accounts allow eligible members to move money between Hanscom FCU and accounts they hold at other financial institutions.

1. Sign into Online Banking.
2. Cick "Get Started" under add external account.
3. Enter the requested account information.
4. Complete the verification steps shown.
5. Once verification is complete, confirm that the external account is available before initiating a transfer.

How do I remove an external account through the mobile app?

1. Sign in to Online Banking.
2. Go to Settings > Accounts.
3. Click the ACH account you would like to delete.
4. Click Delete.

     *Allow time for the account display to refresh.

How do I remove an external account through the online banking desktop?

1. Sign in to Online Banking.
2. Go to Settings > Accounts > Account Management
3. Click the trash can next to ACH account you would like to delete.
4. Allow time for the account display to refresh.

How do I review or manage an external account through the mobile app?

1. Sign in to Online Banking.
2. Go to Settings > Accounts.
3. Locate the external account you want to review.
4. Select the account to see the available management options.

How do I review or manage an external account through the online banking desktop?

1. Sign in to Online Banking.
2. Go to Settings > Accounts > Account Management.
3. Locate the external account you want to review.
4. Select the account to see the available management options.

Debit Cards, Payments & Services

Will my debit card controls or card management settings carry over?
Yes. Your debit card controls remain unchanges.

Will Pay-a-Person or other payment services settings carry over?
Yes. Your Pay-a-Person contacts and transactions have carried over.

Will my loan autopay settings carry over?
Yes. Your loan autopay settings have been successfully converted.

Statements, Documents & History

Will I still have access to secure messages or past conversations?
Previous secure messages will not carry over.
If you are currently working with us through secure mesaging, our team will still have access for a limited time and will continue supporting your conversation during the transition.

Questions About the Update

Why are you changing Online Banking?
We're improving our members' digital experience with expanded loan payment options, account aggregation for a complete financial picture, increased security, and an overall better, more modern user experience.

These updates allow us to offer a more intuitive, engaging, and secure Online Banking experience. 

Business Members

If I have both business and personal memberships, what will happen? Will I be able to see my business membership in the new platform?
Your Business Online Banking will remain on the current app, and your login credentials will stay the same. We have exciting updates and enhancements planned for Business Online Banking soon.

If you would like to see your business accounts from within Personal Online Banking, you will need to ensure your Personal membership is assigned as an Authorized Signer on your Business Accounts. Please visit a branch to update Authorized signers on your Business membership.

For a full business-specific experience, please continue using the Business Online Banking login and app.

How do I manage both my business and personal memberships after the update?
You'll be able to view and transact on your business membership within your personal online banking as long as your Personal membership is assigned as an Authorized Signer on your Business accounts. Please visit a branch to change Authorized Signers on your Business accounts.

For the full business features set, please continue to log in through the business online banking platform.

I'm a business owner and signer on multiple accounts - will my permissions change?
For questions about specific accounts or permissions, please contact us at (800)656-4328. We're here to help.

Will my business ACH templates or wire permissions be impacted?
Your existing and scheduled ACH transactions will not be impacted.