Online Banking FAQs

Account Access & Login Assistance

Where can I find the new mobile apps?

If you are a personal account member (not a business member), you will need to update your mobile app to access the new Online Banking experince

I previously had access to online banking, do I need to re-enroll in the new experience?
If you've logged in within the past 16 months, you will not need to re-enroll.

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

What if I don't remember my username or password?
You can retrieve your username or reset your password here:
https://digital.hfcu.org/ForgotUsername
https://digital.hfcu.org/ForgotPassword

I can't login - what should I do?
Try to retrieve your username and reset your password. If you're not able to, please give us a call at (800) 656-4328 to connect with one of our Member Engagement Specialists. We're happy to help.

I'm not seeing an account that I used to have access to. What should I do?
The new platform shows you all accounts that you are affiliated with - including your primary membership, accounts where you are a joint owner, and any loans you cosigned. If something appears to be missing, please call us at (800) 656-4328 or visit a branch and we'll be glad to look into it.

What Transferred Over?

Login Types

Will my multifactor authentication (MFA) settings carry over?

Yes- your current MFA settings will carry over. You will also have the option to add an authenticator app for even more secure access. We will continue to offer voice calls, SMS text messages, push notifications, and email as MFA options.

Will biometrics (Face ID/Touch ID) still work after the update?
You'll need to reenable biometric login the first time you open the updated mobile app.

Accounts, Transfers & Payments

Will I lose access to any of my scheduled transactions, accounts, or account history with the new platform?
No. Your account history and processed transactions will continue to be available in the new Online Banking platform. All of your scheduled transfers have been securely moved over, so you'll be able to manage them just as you always have.

Will my push notifications and settings carry over?
We recommend reviewing your alerts and notifications once you log in, to ensure everything is set the way you prefer.

Do I need to delete the old app before installing the new one?
Personal Banking users will need to delete the previous app and install the new version.

Will my external account links (ACH transfers) carry over?
Yes. Your existing external accounts will transfer over, unless we were unable to confirm their validity.

Will my scheduled bill payments carry over?
Yes. All scheduled bill payments will transfer, though there may be a brief delay during the data conversion process.

Will my eStatements and tax documents still be available?
Yes. Nothing has changed about your eStatements or documents. They will now appear under eDocs.

Will my account nicknames carry over?
Most nicknames should carry over. If you don't see one appear, you can easily recreate it- and even assign colors to organize your accounts.

Can Legal Owners of a Membership see the Bill Pay settings (payees, payment history) of the Primary Member?
Legal owners on a membership do not have visibility of the Primary member's bill pay. Legal owners are able to enroll in their own bill pay through their personal online banking. Co-borrowers on a loan can see payments that each make to the loan under the account transactions.

Why don't I see my Bill Pay history or scheduled payments in the dashboard?
Unfortunately the Bill Pay dashboard is not loading properly for some users. Don't worry - all of your scheduled payments should process as usual.  Please contact Bill Pay Support directly at 888-918-7621 to reenable access to your dashboard.

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 (P2P) or other payment services settings carry over?
Yes. Your P2P contacts and transactions have carried over.

Will my loan autopay settings carry over?
Yes. Your 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.