Online Banking FAQs

Please feel free to email or call us with any questions, however you may find your answer by reading through the following Frequently Asked Questions.

General Information and Getting Started

What is Online Banking?

PFFCU Online Banking is an easy and convenient way to manage your finances. View account balances and transaction history, transfer funds, apply for loans, pay bills, print your statement, access your PFFCU VISA® Credit Card information, and much more.

How do I sign-up for Online Banking?

You can apply online, at one of our 12 conveniently located branches, or by calling 215-931-0300 or 800-228-8801. PFFCU Online Banking is FREE and you will be able to access your account within one business day.

Apply Now »

Do I need my own computer to access my account?

No. You can use any device with internet access and a web browser to access you accounts information. Regardless of the device you use to access your account, you will need to know your Online Banking ID and Password. For additional information on first time login, please refer to the Security section of the FAQs.

What computer configuration will I need?

PFFCU Online Banking is compatible with the two most recent versions of Internet Explorer, Chrome, Safari and Firefox.

Why does PFFCU Online Banking require cookies?

Your web browser must be configured to accept cookies and JavaScript must be enabled. The cookies set by Online Banking are used to maintain your web browser’s “state information”. This is a feature added to make the service quicker and more reliable, as well as to ensure your privacy and a secure online experience. PFFCU does not use the cookies to breach your privacy in any way; they are only set while you are accessing Online Banking and will automatically be deleted as soon as you log out of Online Banking.

How can I access Online Banking through my mobile device?

Download the FREE PFFCU Mobile App through the App Store on your iPhone, iPad or Google Play on your Android device. Check your account balances, view transaction history, transfer funds, and pay bills. To access Mobile Banking go to www.PFFCU.org using the browser on your mobile device, then click the Login to Mobile Banking button.

How do I use Online Banking?

How far back can I view my account summary and history?

You can view current account balances, as well as history, for the last 24 months, on all your shares and loans.

What is an available balance?

An available balance is the funds you have available for use in your account. It is your balance less any pending transactions or debit holds which have not yet posted to your account.

How can I view statements?

From the Online Banking tab, select Statement. You can view your statements from the past seven years. Select the desired year and month in the drop-down list, then click View.

What are Holds?

Holds are transactions that have been authorized against your account, but have not yet posted to your account.

How can I download my transaction information?

From Online Banking tab, select Transactions, then click Download. Select your account from the drop-down list, select Download Range, select Download Format, click Download.

What do I do if my ATM or Debit Card is lost or stolen?

From the Settings tab, select ATM/Debit Card, check the Block box, click Submit. Call Member Service at 215-931-0300 or 800-228-8801 to report a lost or stolen card and to request a replacement card.

Online Banking Setup

How do I modify my existing email address, login information or security information?

To establish or change this information, click the Settings tab, select Personal, enter changes in Modify Personal Settings or Modify Login Information, the click Submit.

How do I purchase a Certificate in Online Banking?

From the Services tab, select Open a Certificate or Share Account, then click Continue. Select Certificates,  click Submit.  Click disclosure link to see a complete list of PFFCU Certificate products and rates. Check the I Agree box, click Submit. Choose your Certificate type from the drop-down list, click Submit. On the Transfer Details screen, select the share or loan to transfer from and enter the amount you want to transfer to the new Certificate Account, click Submit. You will be presented with a New Certificate or Share Verification screen, click Submit. You will see a New Share Creation Complete confirmation screen.

How do I add a share account in Online Banking?

From the Services tab, select Open a Certificate or Share Account, then click Continue. Select Share, click Submit.  Click disclosure link to see a complete list of PFFCU Share products and rates. Check the I Agree box, click Submit. Choose your Share type from the drop-down list, click Submit. You will be presented with a New Certificate or Share Verification screen, click Submit. You will see a New Share Creation Complete confirmation screen.

How do I set up a transfer from my PFFCU account to another member account?

From the Online Banking tab, select Transfers, then Transfer to Any Account. Choose the account you want to Transfer funds from in the drop-down list. Enter the other member’s account number in the Transfer funds to account box. Enter the first 3 characters of the primary account holder’s last name In the Account Verification box. Choose the Destination account type. In the Transfer funds to ID box enter the ID number. Click here for a list of IDs. Enter the amount you want to transfer in the Transfer Amount box. Click Submit.

How do I set up alerts so I will be notified when specific events occur on my accounts?

You can receive an alert when any of the following activities occur on your account:

  1. Events – Maturing Certificate, Failed Transfer, Maturing Loan, Loan Payment Due
  2. Balance – High or Low Balance in an account for a specific amount
  3. Transactions – When a debit transaction is posted for over a specific amount
  4. Item – A specific check number clears an account
  5. Security – Invalid Login, ID Change, Successful Login, Password Change
  6. Personal – Specify a date and Alert Message

Establish Account Alerts by following these simple steps:

  1. Log into Online Banking.
  2. Click Settings tab, select Alerts
  3. Select or edit an Alert you would like to receive.
  4. Choose account, enter all information, check Alert me box, click Continue.
  5. Verify the information, click Submit.

To receive Alerts via email: from Alerts Listing, see Current Alert Settings. Your email address on file is displayed. You can edit your email address or add two additional email addresses.

To receive a text message to your phone or mobile device: enter your phone number followed by your wireless carrier email address listed below.

Verizon: phone#@vtext.com
AT&T: phone#@mms.att.net
Sprint:  phone#@messaging.sprintpcs.com
T-Mobile:  phone#@tmomail.net

Email addresses for other carriers can be obtained by contacting the carrier.

 

How can I view share balances for other PFFCU accounts where I am connected to?

You can establish View Access (ability to see account balances and transactions) for any PFFCU account where you are an owner.

Establish View Access on accounts which you established as permanent transfer accounts. From the Services tab, select Manage Other Account – Access and Transfers, click Continue. To add View Access for these accounts, check “View Access” balances and history, click Submit Changes. After you click Submit Changes on the confirmation screen, you will immediately be able to View balances. You will need to log out and then back into Online Banking to View transactions.

Establish View Access on additional accounts. From the Services tab, select Manage Other Account – Access and Transfers, click Continue, click Add Account. Enter Account Number, then enter first three letters of primary account owner’s last name in the Account Verification box, click Submit. To add View Access for these accounts, check “View Access” balances and history, click Submit Changes. After you click Submit Changes on the confirmation screen, you will immediately be able to View balances. You will need to log out and then back into Online Banking to View transactions.

How do I opt-out of paper statements?

From the Services tab, select Opt-Out of Paper Statements, click Continue. Select either Electronic Statements Only or Paper & Electronic Statements from the drop-down list.  Verify Account Email Address, click Continue. Read the Electronic Statement Agreement, confirm your selection, click Confirm.

About FREE PFFCU Checking

How can I view checks?

View and print checks you’ve written during the past 24 months, provided the payee did not process the check electronically.

  1. From the Online Banking tab, select Accounts, click on your (S0004) Checking Account, in the Ref/Check No. column find the check number. If the check number appears green and underlined, click to see an image of the check.
  2. From the Online Banking tab, select Transactions, select your (S0004) Checking Account from the View Transactions drop-down list, find your check number. If the check number appears green and underlined, click to see an image of the check.

Why can I not view some checks?

If a merchant processes the check electronically, you are unable to view a copy via Online Banking. Please contact PFFCU at 215-931-0300 or 800-228-8801 and a Telephone Member Service Representative will assist you.

What is a Stop Payment and how do I place one through Online Banking?

A Stop Payment is when a member requests a “stop” to be placed on a particular check. From the Online Banking tab, select Stop Payments, click New on the New Stop Payment screen, select an account from the drop down list, enter the Check Date, enter the Start Check Number, enter the End Check Number, enter the Amount, Payee and add any comments. Click Submit. There is a $10 fee for a stop payment.

How can I order checks through Online Banking?

From the Online Banking tab, select Order Checks, select account from the drop-down list, click Submit. You can order checks in a variety of styles and options and also accessories. To keep your check numbers in sequence, you will need to know the number on the final check in your current supply. You will also be able to check the status of your order.

About PFFCU VISA Credit Cards

How can I view my PFFCU VISA transactions in Online Banking?

After you have Logged into Online Banking and clicked the Credit Card tab, a new window will automatically open. From this screen there are 2 ways to access your transaction information.

  1. In the chart, click View Transactions
    • You will be presented with a screen displaying the balance Since my last statement
    • To view additional transactions, select a statement date from the drop down menu
  2. To the left of the chart, click Transactions. You will then see the following options below Transactions
    • Find Transactions – Use the combination of drop down menuoptions to search for transaction activity for your account, then click Search to display those transactions.
    • Current Transactions
      • You will be presented with a screen displaying the balance Since my last statement
      • View additional transactions by selecting a statement date from the drop down menu
    • Reports –Select from the types of expense reports listed, enter a date range, then hit Submit.

How do I pay my PFFCU VISA Credit Card in Online Banking?

To pay your PFFCU VISA® Credit Card via Online Banking, transfer the funds to your VISA share/ accumulation account. The funds will be transmitted from this account within one business day and posted to your VISA account the next business day.

About Loans

How do I apply for a Loan in Online Banking?

From the Apply for a Loan tab, apply for a PFFCU VISA® Credit Card, Home Equity Loan or Line of Credit, Signature Loan, Personal Line of Credit (PLOC) or an Auto Loan. Click the appropriate “Apply for” link under each product listing, then proceed through the prompts. You will receive a response by the next business day.

To apply for a Mortgage, call 267-332-3400 to speak with a PFFCU Mortgage Advisor. Or complete an Online Worksheet on our website www.PFFCU.org. A PFFCU Mortgage Advisor will contact you within 1 or 2 business days to help you review your mortgage options.

How do I view detailed Mortgage and Home Equity Loan information?

From the Online Banking tab, select Accounts to view your Real Estate Loan account summary, including your Real Estate Loan due date, payment and balance. Click your Real Estate Loan account number for additional details.

To view Mortgage or Home Equity Loan payment history, click Real Estate Loan tab, select Payment History.

How do I make principal loan payments in Online Banking?

To make a principal only payment, contact PFFCU at 215-931-0300 or 800-228-8801 and a Member Service Representative can apply your funds to the principal only. When making a payment through Online Banking it will automatically take the interest first and apply the remaining amount to the principal.

Online Banking Messages

When I log into Online Banking, I see a notice that says I have a new message. What does this mean?

This means that you have a message in the Message Center. If you click on Message Center in the top right corner, your message will be displayed.

How do I delete a message?

Click on Message Center, select Delete net to the received message in the Message Inbox, click OK to delete it.

How do I send a message to PFFCU Member Service?

Click on Message Center in the top right corner. Select New in the menu bar. Enter a Subject, select Urgency, type a Message. Click Submit.

Troubleshooting

I just tried to access my account and I could not log into my account. What should I do?

Call us at 215-931-0300 or 800-228-8801 during business hours and a Member Service Representative will assist you.

Why does Online Banking time out?

For security, Online Banking sessions time-out after 10 minutes of inactivity. If you spend more than 10 minutes on any page and you are not performing transactions, your Online Banking session will safely terminate.

Why is it taking so long to connect to Online Banking?

Several factors affect how long it takes to connect to Online Banking. Members’ internet connection speed could be one reason. Also general internet traffic could slow down the connection.

Security

Authentication/Logging In

When you enroll in Online Banking you will set up your Online Banking ID, Online Banking Password and Personal Identification Image. Every time you log in, you should see your Personal Identification Image.

In order to make your online banking experience as secure as possible, our security feature detects any uncharacteristic or unusual behavior involving your account. If anything out of the ordinary is detected, we will verify your identity. If we detect any unusual or uncharacteristic activity, we will ask you to answer your security questions to make sure that it’s really you.

It is important you never enter your password without seeing your Personal Identification Image. If we do not recognize the computer being used when you are logging in, we will ask you to verify your identity by answering one of your challenge questions. You can choose to have the system remember your computer so you will not have to answer your challenge questions in the future.

PFFCU Online Banking First Time Login Instructions

  1. Go to PFFCU.org.
  2. Click on Online Banking.
  3. Enter your PFFCU Account Number, click Submit.
  4. Enter your Password that you established in your application, click Submit.
  5. Read the Online Agreement, check the I Agree box, click Accept.
  6. Change your Online Banking Password: Minimum 7 and Maximum 10 (At least one letter. At least one number. Can be a combination of letters and numbers with NO spaces).
  7. Create a New Online Banking ID: Minimum 7 and Maximum 12 (Must begin with a LETTER. Can be a combination of letters or numbers, with NO spaces). Enter your Online Banking ID whenever you log into Online Banking in the future. Click Continue.
  8. Select your Personal Identification Image. Every time you log into Online Banking, you should see your Personal Identification Image. Click
  9. Read about Security Features. Click Continue.
  10. Answer three Verification Questions. In order to make your online banking experience as secure as possible, our security feature detects any uncharacteristic or unusual behavior involving your account. If anything out of the ordinary is detected we will verify your identity. If we detect any unusual our uncharacteristic activity, we will ask you to answer your security questions to make sure that it’s really you.
    Select a Question from the drop-down list, then enter your Answer. Click Submit.
  11. On the Settings Modification screen review your Questions and Answers, then click Edit or Confirm.
  12. Read the next screen for Password Reset instructions. Click Continue.
  13. On the Personal Information screen: Enter or verify your personal Email address. Enter your Password Reset Question, Enter your Password Reset Answer (Please note: your answer is CASE SENSITIVE). Click Submit.
  14. You are now logged into Online Banking!

The next time you log into Online Banking, you will enter your Online Banking ID on the first screen. Then you will see your Personal Identification Image and enter your Online Banking Password.

If you wish to change your Current Email Address, Password Reset Question or Answer, Personal Watermark Image, Online Banking ID or Online Banking Password, click the Settings tab, select Personal. Enter or modify your information, click Submit. Review your changes on the Information Message: Your Personal Question/Answer has changed confirmation screen.

Is it safe to access my account through Online Banking?

Yes. PFFCU Online Banking is very safe, as it requires 128-bit or greater SSL encryption.

How do I ensure that my Online Banking session is secure?

The security lock displayed in your web browser ensures that your session is secure.

I forgot my Online Banking ID and/or Password. What should I do?

Call Member Service at 215-931-0300 or 800-228-8801 during business hours or visit any PFFCU branch to have your Online Banking ID or Password reset. You will be asked to provide detailed information about yourself in order for us to provide you with a temporary Online Banking ID and/or Password. You will then be able to securely reset your Online Banking ID and/or Password.

What happens if Online Banking does not accept my Online Banking ID and/or Password?

This generally indicates your have entered the wrong Online Banking ID and/or Password more than six times and Online Banking automatically denied you access to your account. To restore access to your account, call Member Service at 215-931-0300 or 800-228-8801 during business hours and request an Online Banking ID and/or Password reset.

Why don’t I see the security lock in my web browser?

The latest versions of all web browsers include at least 128-bit encryption, which is a requirement for using Online Banking. If you do not see a lock icon in your web browser after you log into Online Banking, go to www.PFFCU.org, click the Login to Online Banking button to securely access your accounts.