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Online
Banking Safety |
| 1. |
Is
it safe to do my credit union banking online?
Yes. Our Co-Optima Connect service has been designed with
several levels of safeguards to help ensure that it remains
private and secure. Online access to your financial records
is restricted by use of a private access code (password).
Your access code is known only to you and without it neither
you nor anyone else can gain access to your records online.
All information exchanged between your computer and our online
banking website is encrypted so that it cannot be intercepted
and viewed by anyone else on the Internet. A state-of-the-art
firewall protects our online banking server and host systems
from attempts at hacking, misuse or unauthorized access.
Finally, we apply rigorous internal monitoring procedures
and business processes to help ensure the confidentiality
of your information and the continued safe operation of this
service.
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Computer
Settings |
| 2. |
What
computer equipment do I need to use Co-Optima Connect?
A personal computer (PC) with Internet access and a web browser.
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| 3. |
What
web browser software do I need to use with this service?
Your PC should have a web browser
that supports Secure Sockets Layer (SSL) security. We
recommend Netscape Navigator version
4.0 or later or Microsoft Internet Explorer version 4.0 or
later. We recommend that you always use the LATEST version
of Navigator or Internet Explorer that is available. These
versions are compatible with SSL 3.0. (You can usually check
the version of your browser software on the “About” page
under the Help menu.) The browser must be configured to “accept
cookies” in order for the SSL security feature to work.
This feature is typically set in the browser’s setup
properties.
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| 4. |
What
monitor display resolution should I use with this site?
For best viewing, set your PC’s
monitor display resolution to 800x600 pixels or higher.
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| 5. |
After
I try to sign-in I do not see the main menu, or else
I see a security error message.
Check that your web browser is
configured to “accept
cookies”. The browser must be configured to accept
cookies in order for your sign-in to be completed and for
the built-in security features to work.
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| 6. |
Why
does Co-Optima Connect use “cookies”?
A cookie is a short text message
given to your web browser by a web server. Co-Optima
Connect must be able to place
temporary cookies on your PC in order to track information
about your online banking session. These cookies are completely
harmless, fully encrypted, and used only for this service;
they cannot be used by third parties to invade a user’s
privacy. When you click the End Session link to log off Co-Optima
Connect, all of its cookies are automatically removed from
your PC’s hard drive.
To access Co-Optima Connect, you must enable your web browser
to accept cookies. (This feature is typically set in the
browser’s setup properties.) If you prefer not to accept
cookies from other Internet sites, you can choose to enable
cookies only when accessing this service, or set your browser
to alert you when a cookie is being sent and accept only
those cookies you want to permit.
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Sign
In and Access Codes |
| 7. |
When
I try to sign-in I see the message “The account
number or access code you entered is invalid.”
Check that you are entering your account number and access
code correctly. Remember that your access code is case sensitive
so you may have to turn off the Caps Lock key if it has been
accidentally left on.
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| 8. |
Why
do I see the message “This page has expired
due to inactivity”?
As a security precaution, you will be automatically signed
out by the system if several minutes pass without any activity
by you. This feature helps prevent others from accessing
your account details if you step away from your computer
or accidentally leave it signed in. To restart, simply click
Restart Session.
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| 9. |
I
see a warning message that “This account has
been frozen. Please call the credit union for assistance.”
You have tried unsuccessfully to
sign-in to your account three (3) times in succession.
The system has now locked
your online access as a security precaution and you will
not be able to sign-in until your access code is unlocked.
Contact the credit union to have this done—see our “User
Assistance” web page for detailed instructions.
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| 10. |
After
I sign-in I see messages that “the digital
certificate has expired.”
Check that your PC is correctly set to the current date and
time. You may receive this error message if your PC is set
to an incorrect date. If the message persists, contact the
Credit Union.
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| 11. |
I
have forgotten my Access Code, what do I do?
Your access code is known only to you, so if you lose or
forget it and cannot sign-in, a new one must be assigned
to you by the Credit Union. Click on the link “Forgot
my Access Code” on the Co-Optima Connect web page for
instructions on how to receive a new access code.
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| 12. |
How
can I change my Access Code?
Within Co-Optima Connect, click Other Options and then Change
Access Code. You will be prompted to enter your new access
code twice. Your access code must be a minimum of 8 characters
long and can be up to 20 characters long, and can contain
both letters and digits.
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| 13. |
I
see a warning message that “someone has unsuccessfully
tried to log on” to my account. What does that
mean?
If you entered your access code incorrectly the last time
you signed in, the system notes it as an unsuccessful logon
and reports that fact to you the next time you sign in. Take
careful note of the date and time shown for any unsuccessful
logon and confirm that the attempt was made by you and not
by someone else trying to gain access to your account. If
you suspect that someone may be attempting unauthorized access
to your account you should change your access code immediately.
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| 14. |
Can
I move funds from one account to another?
No. This service allows you to make enquiries and perform
transactions only WITHIN an account. You cannot transfer
or move funds into or out of your account.
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| 15. |
Why
are some of my transactions shown as “Audio”?
These are transactions you performed on your account using
our Co-Optima Voice automated audio response telephone service.
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My Balances |
| 16. |
What
is the amount marked “Available” next
to my account balances?
The amount shown under Balance is the actual balance of funds
on your account. The number shown under Available is the
amount of your balance that is available for withdrawal by
you. |
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| 17. |
Why is the Available amount different from my Balance?
Some of your funds may be restricted and not immediately
available for withdrawal by you. For instance, because you
must always retain at least ONE share in the credit union,
the available amount of your prime shares will always be
at least $5 less than your actual balance. Also, if you currently
have a loan then some portion of your savings may be security
for that loan and you cannot withdraw that portion. Depending
on the size of your loan, the available amount of your savings
may be shown as a negative number (e.g. -1,234.56) meaning
that none of the balance can be withdrawn at the present
time.
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Dates |
| 18. |
How
are dates shown?
All dates are shown as Month/Day/Year (mm/dd/yy). For example:
November 24, 2005 is shown as 11/24/05.
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| 19. |
What
format should I use when entering dates?
Enter dates as Month-Day-Year in one of these formats: MMDDYY,
MM/DD/YY, MM-DD-YY. You can enter the Year using either 2
digits or 4 digits. For example, you can enter October 17th,
1999 in any of these ways: 101799, 10171999, 10-17-99, 10/17/1999.
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| 20. |
How
should I enter dollar amounts?
Enter amounts with cents included, even if the cents are
00. You do not have to enter a decimal point. For example,
you can enter an amount of $235.42 as either 23542 or 235.42.
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Signing
Out |
| 21. |
How
do I exit Co-Optima Connect when I have finished?
Click on End Session to exit at any time.
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Bill Payments
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| 22. |
What bills can I pay online?
You can make bill payments for any of these six services:
Barbados Light & Power Co., Cable & Wireless,
Barbados Water Authority, National Petroleum Corporation,
MultiChoice TV and BNB MasterCard. You can expect to
pay even more services in the future as we expand this
facility.
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| 23. |
What must I do before I can begin
paying bills online?
Before you start paying bills online you must visit our
office to set up the bill payment facility. (You will need
to know your account number for the each of the utilities
or services you wish to make payments for.) There are two
options available to pay bills. One option is to pay a
fixed, unvarying amount for each bill at a fixed interval,
i.e. every month, week, etc. The other option is to pay
a varying amount on demand.
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| 24. |
What does “on demand” mean?
This is the method where a bill is paid only when you set
a new amount and payment date. This is different to the
alternative method where bills are set-up in advance
to be paid on a particular date.
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| 25. |
What does Co-optima Connect bill payment
allow me to do?
It allows you to make bill payments and enquire on past
bill payments. Once your bill payment facility has been
set up, you can pay those designated bills online. Using
the Bill Payment Inquiry option, you can see when payments
are processed on your account.
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| 26. |
When should I NOT pay bills online?
You should NOT attempt to pay a bill online if its due
date is within two (2) days of the current date. You
should also NOT pay a bill online if it is due for disconnection.
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| 27. |
How do I make a bill payment online?
You can pay bills online using the Bill Payment menu of
Co-Optima Connect.
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| 28. |
How
long will my payment take to be processed?
Your payment will normally be processed and submitted to
the service provider within two (2) business days. However,
the Credit Union cannot guarantee the time needed for any
payment to reach any service provider, nor does the Credit
Union have any control over how quickly the service provider
will apply your payment to your account.
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| 29. |
How
do I know that my payment has been processed?
Select the Bill Payment Inquiry menu option to see the
date and amount of the last payment processed for any of
your designated services.
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| 30. |
Will
I be issued with a receipt?
No, you will not receive a separate payment receipt, either
from the Credit Union or the service utility. Once your
payment has been processed it should appear as usual on
your next bill or statement from your service provider.
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| 31. |
Can
I use this service if I am living overseas?
Yes, you can. Once your bill service has been set-up you
can pay bills online while outside of the island.
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Downloading to my PC
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| 32. |
How
do I download information to my PC?
You can download a history of all transactions, for any
of your savings or loan accounts, for any period of time,
to a file on your PC. This transaction file can then be
imported into Quicken or Microsoft Money. Simply do the
following:
- From the History menu select the option Quicken/Money
History Download
- Select the Source ID from the drop-down list, i.e. the
particular savings or loan account for which you wish transactions
- Enter the desired begin and end dates
- Select the desired file format; the MS Money OFX format
is recommended (QIF is being phased out)
- Click Continue
- The file is automatically given a name and a dialog box
appears asking if you wish to save this file; click Save
- Another dialog box appears asking you to specify the
location on your PC where you wish to save the file; select
the location and then click Save
- The transaction file will be saved to your PC, when the
download is complete click Close.
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E-mail Address
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| 33. |
I
have changed my e-mail address.
Notify the credit union promptly if you change your e-mail
address any time after registering for Co-Optima Connect.
You can do this in person at any of our branches. If you
live outside of Barbados, download a copy of our General
Information Form from
this website, complete it with the new details and mail
it to the credit union.
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Other Questions
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| 34. |
Will
I continue to receive quarterly statements in the mail?
Yes, after you have registered for online banking you will
continue to receive your detailed account statement each
quarter. Of course, you can use Co-Optima Connect to review
all activity on your account at any time, via the History
or Recent Activity menus.
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| 35. |
I
have a query about my account or about the information
I see reported online.
If you have a query regarding your account or any of the
transactions shown, you may visit or telephone a branch
office to discuss your query with one of our Member Services
Representatives. You can also send a private message directly
to the Credit Union using Co-Optima Connect’s message
board feature and your query will be reviewed and acted
upon.
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| 36. |
I wish to cease using Co-Optima Connect,
what should I do?
If you wish to cease accessing your accounts online using
Co-Optima Connect, please let the Credit Union know so
that we may safely deactivate your access privileges. Simply
visit one of our branches or, if you reside outside of
Barbados, complete and submit a Service Termination Form.
See the “User Assistance” section of the website
for more information.
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| 37. |
I have more questions.
You can usually find the answers to your questions on the “Frequently
Asked Questions” web page, or by clicking on the
Instructions menu under Other Options within Co-Optima
Connect.
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