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Command Call and Online Banking

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How do I sign up for access to my account by telephone? How do I use Command Call? How do I get a PIN for Command Call, the audio response system? I forgot my Command Call PIN number. May I request a duplicate? How do I get information on all my account types through Command Call? What are the requirements to use Command Call? What is Command Call? How do I enter amounts when using Command Call? What is Online Banking? When I try to access Web BillPay all I get is a screen that says "Single Sign-On Option 1. If you are using Microsoft Internet Explorer as your browser, this page may open on top of the CheckFree page. If this happens, simply close or minimize this page. The CheckFree page is open on your screen behind it. Adobe Acrobat Reader is required to view some options." What is Multi-Factor Authentication? How will the login process work? Is the new system more secure than the old? How? What should I do if I can't remember the answers to my security questions? What should I do if I incorrectly answered my security questions, and now I'm locked out of Online Banking? When I click the online banking login, it goes straight to the login page. How do I know I am protected? If a joint account owner wishes to access my account, do they have to register separately? What should I do if I cannot remember my Online Banking password?

Q.	How do I sign up for access to my account by telephone?
A.	Call (800 241-2405 or 478.923.3773, press 1, press 1 again, to begin using the service. First-time users need only enter their account number and follow the system prompts to set up an access code.
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Q.	How do I use Command Call?
A.	Just call (478) 765-1000 locally or (866) 906-7328, then press 1 and be prepared with your account number and your PIN. Follow the voice prompts to enter the information requested, followed by the pound (#) sign. If you know the option that you would like to choose, you may press that number at any time without waiting for the voice prompt.
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Q.	How do I get a PIN for Command Call, the audio response system?
A.	Call (478) 765-1000 locally or (866) 906-7328, then press 1, press 1 again, to begin using the service. First-time users need only enter their account number and follow the system prompts to set up an access code.
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Q.	I forgot my Command Call PIN number. May I request a duplicate?
A.	While we can not send you a duplicate PIN, your PIN can be reset on your request. Call Robins Direct at 800.241.2405 or 478.923.3773, press 7 for assistance with resetting your PIN. For security reasons, we do not have access to the PIN you selected.
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Q.	How do I get information on all my account types through Command Call?
A.	After entering your account number and Command Call PIN press 1 and then press 3.
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Q.	What are the requirements to use Command Call?
A.	You must be a member of Robins Federal Credit Union and have a Command Call PIN. Call Command Call at (478) 765-1000 locally or (866) 906-7328 and follow the system prompts to set up a personal identification number.
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Q.	What is Command Call?
A.	Command Call is the name given to our audio response system. The system gives you access to your account information by telephone around the clock, at no cost. You may reach Command Call by calling (478) 765-1000 locally or (866) 906-7328, press 1.
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Q.	How do I enter amounts when using Command Call?
A.	Enter the amount in dollars and cents, followed by the pound sign (#). For example, enter 3029# to represent $30.29 and 1022# to represent $10.22.
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Q.	What is Online Banking?
A.	Online Banking is the name given to our Internet Banking service. The service gives you access to your account information by internet access around the clock, at no cost. You may login into Online Banking by going to our website, www.robinsfcu.org and clicking on the Login button. First-time users will need to contact RFCU for a password. You may stop by any local branch or call us at 800.241.2405 or 478.923.3773, press 7. Service Agents are available Monday through Thursday from 8:30am - 5:00 pm EST, Fridays from 8:30am - 6:00pm and Saturdays from 9:00 am - 1:00 pm EST.
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Q.	When I try to access Web BillPay all I get is a screen that says "Single Sign-On Option 1. If you are using Microsoft Internet Explorer as your browser, this page may open on top of the CheckFree page. If this happens, simply close or minimize this page. The CheckFree page is open on your screen behind it. Adobe Acrobat Reader is required to view some options."
A.	This problem may occur if a pop-up ad blocker or firewall software is installed on your computer. When the Web BillPay option is selected from the menu, the information opens in a new window. Some pop-up ad blockers may define this new window as a "pop-up" window based on the window's size or other attributes thus prohibiting the new window from opening. The pop-up ad blocker or firewall software must be disabled or removed for the Web BillPay system to work properly.
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Q.	What is Multi-Factor Authentication?
A.	Multi-Factor Authentication (MFA) is an additional step to the account login process that requires you to identify yourself with more than just an account number and password. It provides an extra layer of security and ensures that you are the only one who can gain access to your account information online.
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Q.	How will the login process work?
A.	You will access your Online Banking Account by entering your account number and Online Banking Password. During a registration process you will be required to answer 3 security questions. (Make sure you pick questions that you will remember the answer to when prompted in the future.) Once you’ve answered the security questions, you will gain access to your account. From then on you will access your account by using just your account number and password. Periodically, you may be asked to answer one of the previous security questions before gaining access to your account.
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Q.	Is the new system more secure than the old? How?
A.	Yes it is more secure. The software “learns” your online activity and constantly monitors it for unusual activity. If unusual activity occurs it asks a security question to authenticate a user prior to allowing access to your online banking account. Multiple incorrect answers to security questions will lock the account to prevent further login attempts.
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Q.	What should I do if I can't remember ther answers to my questions?
A.	If you do not know the answers to your security questions, they can be reset by calling our Call Center during normal business hours.
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Q.	What should I do if I incorrectly answered my security questions, and now I'm locked out of Online Banking?
A.	If your account becomes locked out, you can call our Call Center or visit any branch location to have your Online Banking access reset.
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Q.	When I click the online banking login, it goes straight to the login page. How do I know I am protected?
A.	The MFA is designed to be transparent to you. It “learns” your login behavior such as the PC you normally log in from, login times, etc. You will be asked a security question if your normal login behavior changes. (For example, if you login from a different PC while traveling, etc.)
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Q.	If a joint account owner wishes to access my account, do they have to register separately?
A.	No. Just be sure they are familiar with the security questions and answers.
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Q.	What should I do if I cannot remember my Online Banking password?
A.	If you do not know your Online Banking password, we will email you a new one. To request a new online banking password please call our Call Center or visit any branch location.
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