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SecureLink Online Services FAQs

Here, we hear you. We respect you. And we’ll treat you like family!

Your Frequently Asked Questions Answered

How do I register for SecureLink Online Banking?

Register for SecureLink Online Banking by entering your member number (without suffixes, i.e. 00) in the Username field and your numeric Simon Says PIN in the Password field. If you do not have a Simon Says PIN or need assistance, please call 800.548.5465.

Is it safe to log into SecureLink Online Banking?

Power Financial Credit Union uses software that incorporates full RSA data encryption to ensure security and privacy of transactions. We require the use of a secure browser to access your account online. Your browser must be equipped with SSL (Secure Socket Layer) with 128-bit encryption to communicate with our servers.

We have also added Enhanced Login Security which protects against online fraud by providing an additional authentication ‘factor’ beyond your username and password used today through the use of a one-time access code. You can set up how you want to receive a one-time pass code from the following options: phone, text message, or email. You will also be required to create a strong username and password which must include both letters and numbers and/or these specific characters: @$*_-=.!

How do I change my history sort order within Online Banking?

To change the your history sort order within Online Banking, visit the Account History page.  From this page, you can change the transaction sort order and make it your default.

What fees are involved with SecureLink Online Banking?

SecureLink Online Banking is a FREE service for all members.

What accounts can I access through SecureLink Online Banking?

You can access all your Credit Union accounts associated with your username and password. To ensure security, we encrypt all information between your computer and Power Financial Credit Union.

How soon after a transaction is performed will it appear on SecureLink Online Banking?

While most transactions appear immediately, they may not be posted on our mainframe system as quickly. Please refer to the Electronic Funds Transfer Agreement for specific transaction times.

How do I transfer funds to other member's accounts?

To transfer to any other member number, you can submit a “Cross Account Transfer” form. Once logged into Online Banking, hover over the “Secure Forms” button and select “Cross Account Transfer”. Fill in the required information and submit the form. This process is only required once per account number. Once the form has been submitted, it will be processed within 1 business day. Once processed, the other member’s accounts will appear in the drop down box as options to transfer funds to. However, the other member’s account balances will not appear.

How much account history can I view?

SecureLink Online Banking allows you to view transactions a month at a time. We also store information for the prior six months.

How do I view check images?

Click on the check number link and the front and back image of your check is available to you to print or download.

I am locked out of SecureLink Online Banking. How can I get back in?

You can have your password reset by contacting us at 800.548.5465 or securelink@powerfi.org.

What are required browser settings for Online Banking?

SecureLink Online Banking has been optimized for viewing within certified browsers. Browsers that are certified have passed our security testing. By using an unsupported browser, you may not be able to view the take full advantage of all the features within Internet Banking and our website.
Below is a list of recommended browsers and their settings.

Microsoft Internet Explorer 8.0, 9.0
Mozilla Firefox 4.0+
Google Chrome
Safari

What is Enhanced Login Security?


Your account safety is important to us. With the continued growth of SecureLink Online Banking, there are increased needs for greater security standards to keep your account well protected. In February 2012 the first phase of Enhanced Login Security was implemented that protects our members against online fraud by providing an additional authentication ‘factor’ beyond your username and password used today through the use of a one-time access code sent via phone, text message or email.

In November 2012 the second phase of Enhanced Login Security was implemented and brings even stronger safeguards to SecureLink Online Banking. Our system will review the strength of your username and password and if your current login does not meet the upgraded security requirements you will be asked to create a new username and/or password.

After setting up your login security options the next time you login, the rest of your online banking experience will remain exactly the same. In the future if you log in from a different computer you will be asked to enter a one-time access code as an additional line of defense to prevent unauthorized access.

For convenience, after you successfully authenticate with your password and One-Time Passcode (OTP), you may enroll your computer and a cookie will be saved to your computer for future authentication. We recommend this option so that you will not need a one-time Passcode each time you log in.

Do cookies need to be enabled to access this feature?
The same browser setting requirements that are required today will also be required for Enhanced Login Security. SecureLink Online Banking requires the enablement of cookies today.
If I delete my cookies, what happens?

If you delete the Enhanced Login Security cookie, you will be prompted to receive a one-time access code at your next login.

How do I update my information for receving one-time passcodes?
Once you are signed into SecureLink Online Banking, you can click on the My Profile link located at the top right, then click on the “Update” link next to Security Contacts. Here you can add or delete any of your phone numbers or email address.
Do I keep using the same one-time passcode?
No, the one-time passcode is only good for one login and expires within 15 minutes.
When I log in, why does SecureLink Online Banking keep asking me for a one-time passcode when I selected Yes, Register this computer for my computer?
When selecting Yes, Register this computer, a cookie is being saved to the computer. We recommend this option so that you will not need a one-time passcode each time you log in. If the cookie is deleted or blocked, SecureLink Online Banking will ask for you to obtain a one-time passcode again.
Why haven't I received the one-time passcode to my email?
Emails can take several minutes to be received depending on your email provider. If you are already logged into your email, you may need to click the refresh button to retrieve your new email messages. Also, if it’s been longer than a few minutes, the email may have been directed to your Spam or Junk email folder.
How do I retrieve the one-time passcode from my email without closing the Power Financial Credit Union web page?
You can minimize the SecureLink Online Banking screen and open a new browser window or you can use Ctrl-N from your keyboard to open a new browser window.
What does the voice call option mean on the Enhanced Login Security page?
By choosing this option, you will receive an automated phone call with your one-time passcode to access SecureLink Online Banking.
Can I set up more than one option in each section to receive the one-time passcode i.e. more than one phone number?
Yes, you can set up to two mobile phone numbers for text messages or automated voice call and one email address for the email option. When you do need a one-time passcode, you will only choose one option between text, voice, or email.
If I'm using a public computer, what happens with the cookie? Is it cleared upon log out?
You may choose not to place a cookie on that computer, so it would not be placed there. If you do place a cookie there, it would remain there until it expires or is otherwise deleted (many public computers automatically delete all cookies at end of day). Instead of adding extra security that computer (and placing a cookie on that machine), you should enter your Member Number, Password and then answer the two challenge questions to gain access to your account online.
What are the key changes that I need to complete now?

We will ensure that your login is as strong as it can be. Usernames must be between six and twenty characters long and they can’t be made up of only numbers (e.g. alphabetic or alphanumeric). They can be made up of a combination of letters, numbers and the following special characters: @$*_-=.!

What will I be asked to do when setting up my username and password?

If your username and/or password does not currently meet the new standards, you will be asked to update this information the first time you log in after our upgrade on November 28. At that time, you also must have a phone handy and provide the phone number to receive your one-time access code. You will need this phone every time that you need to receive a one-time access code.

Back to top

How do I sign up for Bill Pay?
Once you are in Online Banking, click the Bill Pay button. Scroll down to the sentence that reads “Click here to Sign up for Bill Pay” and click the link. The online registration form will be pre-filled. Simply confirm the information and complete any missing fields. Submit the application and upon approval, you will be able to set up your payees right away. Should you have any delay in immediate approval, please contact eBusiness. To log on to Bill Pay, you will
When I register for Bill Pay, where are my payments being sent from?
Payments to your payees are sent in two methods, either check payments or electronic/ACH payments. All payments are being sent from our Bill Pay providers processing warehouse.
What bills can I pay through SecureLink Bill Pay?
You can pay practically anyone- charge accounts, utilities, even your mortgage. Due to legal requirements, we limit the ability to make certain types of payments. Payments to payees outside of the United States are prohibited and may not be issued under any circumstances. In addition, payments directed to the IRS or any state or other government agency, court-ordered payments, such as child support or alimony, are discouraged and should not be sent through Bill Pay.
When is the payment deducted from my account?
The payment will be deducted from your account within two (2) business days of the process date. The process date is the date specified by you when you schedule a payment and can be seen on both the Overview screen and Reports section.
What happens if I process a payment on my Bill Pay account and I have no funds available?
If a debit comes through from Bill Pay, depending on the payment type (electronic vs. check) Bill Pay will handle both situations differently. If your payment went via check and is less than $500, Bill Pay will contact the credit union to verify funds and resubmit the debit. At that time if funds are not available, they will issue a stop payment on the payment in transit. For payments sent by check that are greater than or equal to $500 and funds are not available, a stop payment will be immediately issued on that check payment and alternate payment arrangements will need to be considered. If your payment processed electronically, Bill Pay will attempt to collect funds against your account a maximum of three times. In both situations, if Bill Pay is not able to collect the funds, your account will remain in a blocked status.
Can I make bill payments from my savings account?
No, bill payments are only debited from your checking account. A checking account is required to register and use SecureLink Bill Pay.
How do I know if a Payee is set up to receive electronic or check payments?
When you perform a Payee Search, you will either see a list of payees. All payees on the payee list accept electronic payments. Otherwise, you will enter the payee manually.
How do I change a payee's remittance address?

To update a payee’s address, from your navigation links click Payee List to display your list of payees. Find the payee for which you want to change the address and click its name to display the Payee Details page. Within the Payee information section, click the Change information link to display the Edit Payee page. Enter the new address and click Save changes. Please note that some addresses are provided to us directly from your payee to ensure the proper processing of payments. You cannot edit these addresses. If you need to change one of these addresses, please contact us.

When may bill payments be scheduled for processing?
Payments are processed on all days excluding Sundays and Federal Reserve Board recognized holidays. In cases where a payment gets scheduled on a Sunday (this can potentially happen on a recurring payment), the payment is processed on the day before (Saturday). If you happen to be setting up the payment on this particular Saturday, the bill payment will be processed on the next banking business day. Also, please note that weekly recurring payments may not be scheduled on Saturdays.
How many days does it take for a payment to reach a payee?
Payment processing may take up to 3 business days for an electronic payment or 5 business days for a check payment to reach the payee. You should schedule the process date on a payment up to 5 business days in advance of when the bill is due.
How long do I have to make changes to my scheduled payment before it is processed?
Changes to payments can be made as long as you see the “Edit” link available. After this time, Bill Pay begins processing the payments and you will not have the ability to make the change.
What happens if there are non-sufficient funds (NSF)?
Your account access will be blocked immediately. Any future dated payments scheduled to be processed during the time your account is blocked will not be sent. You will incur an NSF fee. Once the NSF has been resolved, you will need to contact the Credit Union to remove the block from your Bill Pay account.
What do I do if my payment has not been received or credited to my account with my payee?
In such situations, you should contact the credit union to place a research request and our Bill Payment processor will begin research on the issue.
How do I manage my payees?
We make managing your payees a snap.  Find the payee in your payee list and click on the corresponding options button.

The options window will open, allowing you to:

  • Sign up for, edit or cancel eBills (if eBills are available for that payee)
  • Add, edit or delete a payments Reminder
  • Set up, edit or delete an Automatic Payment Rule
  • Add or edit your payee account information
  • Hide the payee to manage the length of your payee list
  • Delete the payee if you no longer plan to make payments to that payee
What are required browser settings for Bill Pay?

SecureLink Bill Pay has been optimized for viewing within certified browsers. Browsers that are certified have passed our security testing. By using an unsupported browser, you may not be able to view the take full advantage of all the features within Bill Pay and our website. 

Below is a list of recommended browsers and their settings.

 

How do I add a new payee?

Adding a new payee is simple. Just type the name of person or company in the Need to pay someone new? field and click Add.

We’ll ask for some information, like your account number and the address you use to send your payments. Fill out the form and click the Add payee button, and you’re ready to make a payment.

Are there any types of payments that I can't make?
Due to legal requirements, we limit the ability to make certain types of payments.  Payments to payees outside the United States are prohibited and may not be issued under any circumstances.  In addition, the following types of payments are discouraged but may be scheduled at your own risk.  

  • Tax payments to the IRS or any state or other government agency
  • Court-ordered payments, such as alimony or child support
  • Payments to insurance companies

  We will not warn you if you attempt to make any of these types of payments, and we will not be liable if we do not make a prohibited or discouraged payment that you’ve scheduled.

How long do you store my eBills and payment history?
We make the past 24 months of your payment history and eBills available for you to view online. If you need payments information from more than 24 months back, give us a call at 800.548.5465. We’ll help to retrieve that information.
Can I choose which notifications are sent to me?
We send many types of notifications via email to keep you informed and up-to-date regarding your payments. Some notifications are crucial and can’t be turned off but there are many others that you can choose to turn on or turn off.

To view your notification settings, click the Edit reminder and alert preferences link in the Looking for options? box at the bottom of the Receipt Area.

A box with a check mark indicates that the corresponding notification is turned on, and a box without a check mark indicates that the notification is turned off.

When will my eStatement become available to view?
Your eStatements will begin to appear during the statement cycle after you’ve completed your registration.
Can I print or save my eStatement?
Yes! eStatements will print out in the same format that you would have received them in by mail. Simply click on your browser’s print icon. You may also save your eStatements to your desktop or a disk by choosing the “Save” icon on your browser.
How will I know my eStatement is available to view?
An email will be sent to the email address you provided during your registration notifying you that your eStatement is available for viewing. To change your email address, after logging into eStatements, click on the “Change Registration” button and click the “Change your email address” option.
Will I be able to see past eStatements?
Once you begin receiving statements online, they will be available for a twenty-four month period. However, the statement process is not retroactive. eStatements will only begin to be stored online after you have registered your account for the service.
When I login to my eStatements account all I get is a blank page. What should I do?

Recent changes to your operating system software such as upgrades, downloads, and/or system enhancements could be affecting your PC’s ability to connect with secure sites including our eStatement site. If you are experiencing any of these issues, please contact us at 800.548.5465 immediately.

What is SecureLink eDeposit?
SecureLink eDeposit is a free and secure 24/7 online/mobile service that allows you to deposit checks into eligible Power Financial Credit Union checking accounts from anywhere you have access to SecureLink Online Banking using an approved device (scanner attached to your computer or smartphone).
Who is eligible for SecureLink eDeposit?
Members who are at least 18 years of age, have a checking account with Power Financial Credit Union and are in good standing with the Credit Union.
How do I register for SecureLink eDeposit?
You can begin using SecureLink eDeposit within SecureLink Online Banking after accepting our SecureLink eDeposit Service Agreement. If you prefer to take pictures of your checks using your smartphone, you will need to create a user account for our eDeposit mobile app. During this setup you will also be asked to accept our SecureLink eDeposit Service Agreement.
How soon do I have access to my eDeposit funds?

Your funds may be available the same business day if your deposit is made before 12pm noon. Deposits made after 12pm noon may be credited and available the next business day. All deposits are subject PFCU’s Funds Availability Policy.

What types of deposits are accepted through SecureLink eDeposit?
Personal Checks, Cashier’s Checks, Corporate Checks, Money Orders, Government Checks are all accepted. All checks must be in U.S. funds payable to the name(s) on your account and endorsed by all payees. Canadian items in U.S. funds are not acceptable.
Is there a fee for using SecureLink eDeposit?
No. There are no fees for using PFCU’s SecureLink Online Banking or eDeposit service. There are fees for returned items that are deposited. Please refer to our fee schedule for more information.
iOS8 Camera Privacy Settings

Due to enhanced privacy provisions built into IOS8, eDeposit users who upgrade to IOS8 will need to follow the instructions below to allow the app to access the phone’s camera.

USING THE CAMERA

 

 

The first time you use the Mobile Deposit app to capture a check after upgrading to iOS 8, you may see a new prompt that asks “…Would Like to Access the Camera” with two options: Don’t Allow and OK. If you answer “don’t allow” or do not receive the prompt, then the camera will not work, and you will either see a black screen like the one at right, or the app will crash.  You will not be asked again to grant access, and the problem will occur every time you try to capture a check.  

  

 

GRANTING CAMERA ACCESS

To resolve the problem, simply access your camera privacy settings via (Home) ->Settings -> Privacy -> Camera.

 

      
 
 
 

 

Find the setting for your Mobile Deposit app and slide it to the right so that it appears green.

 

After this change, you will be able to use the camera within the Mobile Deposit app.

SecureLink Security

How does Power Financial Credit Union protect my information?
We have structured our network architecture so that the servers which store your actual account information are not connected to the Internet. The requests you make through the Internet are handled by our Internet servers. Additionally, we use several layers of security to prevent unauthorized users from gaining access to our network.
Is it safe to log into SecureLink Online Banking?

Power Financial Credit Union uses software that incorporates full RSA data encryption to ensure security and privacy of transactions. We require the use of a secure browser to access your account online. Your browser must be equipped with SSL (Secure Socket Layer) with 128-bit encryption to communicate with our servers.

We have also added Enhanced Login Security which protects against online fraud by providing an additional authentication ‘factor’ beyond your username and password used today through the use of a one-time access code. You can set up how you want to receive a one-time pass code from the following options: phone, text message, or email. You will also be required to create a strong username and password which must include both letters and numbers and/or these specific characters: @$*_-=.!

What are required browser settings for Online Banking?
SecureLink Online Banking has been optimized for viewing within certified browsers. Browsers that are certified have passed our security testing. By using an unsupported browser, you may not be able to view the take full advantage of all the features within Internet Banking and our website. 

Below is a list of recommended browsers and their settings.

 

Does Power Financial Credit Union monitor my account for fraud?
Our security systems do monitor transactions on your account and you may be contacted if we detect any suspicious activity. To verify transactions on your Power Financial Credit Union Visa Debit Card, please call 866.361.3865.

Power Financial Credit Union will never request login information from our members. Any communication requesting personal account information such as user name, password, social security number, or account number should be reported to us as these are potential identity theft attempts

What can I do to help prevent fraud on my accounts?
You should never share your member number or password with anyone. When choosing a password, you should select a random combination of letters and numbers. We also recommend that you do not auto save your password in your browser and always log out of SecureLink Online Banking when you are done.
What should I do if I am a victim of identity theft?

If you feel that you may have been the victim of identity theft, report the fraud immediately and change your password. Please call us at 800.548.5465 to report any suspicious activity on your account. You should also contact the credit bureaus listed below to place a free 90 day fraud alert on your credit file. If you already have an identity theft protection service, please check with them as the fraud alerts may have already been placed.

Experian 888.397.3742
Equifax 800.525.6285
Transunion 800.680.7289

Lost or Stolen ATM or Debit Cards?
For a lost or stolen ATM or Debit Card, call toll-free 866.830.0832.

Lost or Stolen Credit Cards?
All Credit Cards issued on or after June 1, 2011 call 800.558.3424
All Credit Cards issued prior to June 1, 2011 call 877.875.8078