Credit Union of Dever - Smart. Like You.

 

Call24 / cudonline / Mobile Banking FAQs

 

  • I am a new user and I need a Call 24 PIN. How can I get one?

    A Credit Union of Denver representative will need to set up a Call 24 PIN for you. For assistance please contact us on our secure email or call us at 303-239-1150 or 1-800-279-3288.
     

  • What Browsers and operating systems are supported?

    The following are supported:

    PC Windows users & Mac users: 
  • Microsoft Internet Explorer®
  • Apple Inc. Safari®
  • Mozilla FireFox®
  • Google Chrome;

    Please consult your operating systems website to confirm you have the latest in technology downloaded.

    Note: Cookies and JavaScript must be enabled, Java must be updated.

    Other browsers and operating systems may be used; however, they are not supported by CUD and some features may not function properly. For maximum security, always use the latest version of a browser. Beta versions of browsers and operating systems are not recommended or supported. Additionally, if a browser or operating system is no longer supported by the vendor, it is not supported by CUD.
  • My user ID has been replaced with a series of random scrambled letters and numbers. Is there something I am doing
    incorrectly?
    This is a way to inform you that you have input the wrong user ID.
     
  • I’ve forgotten my User ID, how can I access CUD Online? 
    Use your account number as your User ID. You may personalize your User ID within CUD Online by clicking on the “User Options” tab and then “Change User ID”.
     
  • I’ve forgotten my password, how can I access CUD Online? 
    Use this password reset tool, or contact us by using this secure email link, or call us at 303-239-1150 or 1-800-279-3288.
     
  • Mobile App password reset: Click on password reset link at login screen of your mobile app, enter the required fields and click "Reset Password", this will send a temporary password, sent to the email address on file. Use this temporary password to login into the mobile app, the app will prompt you change the temprary password to a permenant password of your choice.


    IMPORTANT:
    We do not have access to your password. In the case of a forgotten password, please use our password reset tool or contact us to reset your password.
     
  • How can I find and review CUD disclosures? 
    Simply click here to view CUD disclosures.

     
  • How can I change my address? 
    You can change your address by logging into your account and clicking on user options and then click change address. Or you may complete and sign this form.  Once the form is completed you can fax (303-239-1108), mail (Credit Union of Denver, P.O. Box 261420, Lakewood, CO) or scan and send through this secure email portal.
     
  • How do I transfer funds? 
    Once you have logged into your account online hover your cursor over “Accounts” then click on transfers.
     
  • Where can I find history prior to 90 days online? 
    To find history older than 90 days online you will need to access eStatements. To find statements, log into your account then hover over accounts and click on eStatements. 
     
  • Can I use the Quicken "Direct Connect" method to export data from CUD account? 
    No, unfortunately the only way to export data from your CUD account is to use the export feature wihin CUD online banking.  
     
  • I’ve opened Quicken and tried to connect to you to download my files; it does not work. How can I do this? 
    1. To export your transactions, hover cursor over “Accounts”, then click on Export.
    2. Choose the account you would like to export history for.
    3. Select Quicken Web Connect as your Export format, and click the “Download Data” button. Do this for each account you wish to export.
    4. Open Quicken. The exported history items will be automatically uploaded.

    Currently CUD accepts the following versions of Quicken: Quicken Window 2011-2013, QuickBooks Windows 2011- 2013 and QuickBooks Mac 2011- 2013. Intuit will continue to support Quicken Mac 2005, 2006, 2007 and Quicken Essentials for Mac.
    Quicken Essentials for Mac
    Quicken Mac 2005 R4
    Quicken Mac 2006 R4
    Quicken Mac 2007
    Quicken Windows 2010
    Quicken Windows 2011
    Quicken Windows 2012
    Quicken Windows 2013
     
  • It takes so long to download data, my session times-out and I have to start all over. How do I fix this?
    We suggest that you increase the time limit on your connection with us. To increase the time limit click on “User Options” in CUD online and then select “Change your timeout”.
     

Troubleshooting

  • Online Banking
    Error Messages – To show us the exact error message that you are receiving, display the error message on your screen and take a screenshot on your device. When experiencing an error message, try the following steps before contacting your financial institution:
    1. Clear the cache, reload, or refresh.
    2. Close the browser.
    3. Retry.

    After trying this and you still continue to receive the error message, contact us by using this secure email, or call us at 303-239-1150 or
    1-800-279-3288. 

    IMPORTANT:  When reporting problems to us, please have as much information ready as possible (e.g. when the problem occurred, browser version, etc.).
     
  • Bill Pay
    When I log into bill pay the screen reads my session is timed out - If you are using a Mac, we suggest to not use Safari as a web browser. Please use another browser such as Google Chrome or Fire Fox.

    If you have changed browsers and the problem persists, make sure you have enabled 3rd party cookies. To enable cookies please follow the instructions below.
    Enable third party cookies for a PC.
        1. 
    Click on Control Panel
        2.  Choose Internet Options
        3.  On the General tab click the Delete button under the Browsing History to remove cookies
        4.  Click on the Advance tab
        5.  Under the Browsing title click on the box next to Enable third-party browser extensions
        6.  Click Ok

    If you cannot use any other browser, below are instructions how to enable 3rd party cookies for a Mac.

    Enable third party cookies for Safari v5 in Mac OS X.
        1.  Start Safari
        2.  From the Safari drop down list select Preferences
        3.  Click the Privacy icon
        4.  Next to Block cookies select the from third parties and advertisers radio button.
        5.  Close the preferences window

    Can I send out international bill payments?  -  No, Credit Union of Denver cannot process any bill payment outside of the US.

    Can I send Money to a person’s account at another financial institution?  - Yes, simply set the person up as a Payee and enter their account number and routing number in bill pay.

    Do all bill payments go electronically? - No, only payments going to payees who accept electronic payments go electronically (1-2 business days). If the payee does not accept electronic payments, the payment will be sent as a physical check (2-4 business days). 
     
  • Mobile
    How can I use the mobile app?

For Devices using Apple Apps or Android markets

Step 1: Download the Credit Union of Denver app (available at your app store). Open the applicaton.

Step2:  At the login screen, enter your User ID and Password.

Step3:  After entering your User ID and Password, an email will automatically be sent to your primary email address containing a security

            code. Check your email for the code and enter the code on the "Security Code" screen. Enter

**Please note: If you don't have your current email address on file with Credit Union of Denver, please update it through cudonline prior to setting up mobile banking.

OR to obtain activation through Online Banking

You will need to download the app from the Google Play (Android) or App Store (iPhones & iPads). Once you have downloaded the app form you need to activate the mobile device.
    Step 1: Click on "User Options"
    Step 2: Select the 4th option, "Change User Devices”
    Step 3: Click on "Add New Device,"
    Step 4: select "Mobile" from the drop down menu and assign a Delivery Option Nickname (any name you would like for your mobile 

               device)
    Step 5: The next screen will give you an activation code.
    Step 6: Type this code into the activation box on your cell phone and hit "Activate Account."
    Step 7: Once the app is installed, you will use the same user ID and password that you use to access your account on your PC.

To avoid errors for new users, or if you are having issues using your mobile app, make sure you are using the most updated version of the application. The current versions are: iPhone  version 1.717.44, updated 10/11/13 and for Android version 4.2.2, updated 08/06/13.  Please visit your app store for more information and to update.

 
What happens if I get locked out of mobile banking?
For your security, your account is locked if you have incorrectly entered a password too many times in a row. To reset your password using your mobile app click on password reset link at login screen of your mobile app, enter the required fields and click "Reset Password", this will send a temporary password, sent to the email address on file. Use this temporary password to login into the mobile app, the app will prompt you change the temporary password to a permanent password of your choice or please contact us at 303.239-1150 or 800.279.3288 (outside the Metro Area), or contact us through secure email to reset your password. 

Is there a cost for mobile banking? -  Not from CUD. Depending on the terms of your contract, your wireless carrier may charge you for using web-enabled features on your device.

What limitations does mobile banking have? -  Unlike cudonline, mobile banking cannot view check images, prior statements, or tax information. You also cannot setup a new Bill Pay Payee.

What can I do to protect my phone or mobile device and Keep my information safe? -  Treat your smart Phone like a computer and protect it with anti-virus software.  Use the Keypad lock or phone lock function of your mobile device when not in use.  Delete text messages, e-mails, and other sensitive information before loaning out or selling your mobile device.  Avoid storing passwords or other sensitive information on your mobile device where it could be discovered if your device is lost or stolen.  Never disclose close via text message, phone call or e-mail your personal or financial information, including account numbers, passwords, Social Security Number or Date of Birth.  Be cautious when using public hotspots.  Consider your WI-FI and Bluetooth connection settings, even at a trusted retailer, as fraudsters can spoof the name of reputable hotspots.  Download the most recent versions of apps and keep them updated.

For your security, sign off when you are finished using the Credit Union of Denver app rather than just closing it.
 

  • Master Card
    I am traveling and my MasterCard is not working. - Please contact us using this secure email or call us at 303-239-1150 or 1-800-279-3288, during normal business hours.  If you need help with your MasterCard outside of our normal business hours, please contact MasterCard Customer Service at 1-800-654-7728.  (Note:  MasterCard Customer Service can only reactivate your card for one day at a time, so you may need to call back each day if you are gone over a weekend or holiday)

    My MasterCard is lost or stolen. - To report your MasterCard lost or stolen call MasterCard at
    1-800-449-7728.

     

    Mobile Deposit Capture

    Are my funds available immediately? -  No, funds are not available immediately. Once the deposit has been completed using the mobile application, that information is sent to the credit union electronically. The electronic deposits will be posted by Credit Union of Denver on the next business day at 9:30 AM or 2:30 PM. Once the deposit has been posted to your account the funds are still subject to Credit Union of Denver’s and Regulation CC check holds.

     

    Should I keep the check? - Yes, you should keep the check for 90 days.

    How can I check the status of my mobile deposit?  -  The deposit will not appear in your online banking transaction history until it has been posted. To check the status of the mobile deposit, go into your mobile application, then click on mobile deposit and finally click on mobile deposit history. Here you can see if your deposit is pending, accepted, or rejected.

    When I click on the mobile I get this error "You do not currently have access to use mobile check deposit”, can I not access mobile deposit? - Yes, unfortunately there are some accounts that are restricted from mobile deposit. If you have received this error message your account has been restricted. Restricted accounts include:

         Accounts less than 30 days old
         Business Accounts
         TTM Accounts
         Accounts deemed ineligible by CUD
     

 

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