PC EXPRESS 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 PC EXPRESS?

PC EXPRESS is PFFCU’s online banking service which is available to all PFFCU members at no cost! Members can view account statements, transfer funds between PFFCU accounts, check account and loan balances, verify cleared checks, obtain new shares, loans or certificates, make IRA contributions, pay bills, set-up account alerts and more.

How do I sign-up for PC EXPRESS?

You can apply for PC EXPRESS online, at one of our conveniently located branches, or by calling 215-931-0300 or 800-228-8801. PCEXPRESS is free and you will be able to access your account within one business day.

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 your account information.  Regardless of the device that you use to access your account, it will be necessary for you to know and use your unique PIN/password and security phrase. For additional information on first time login, please refer to the Security section of the FAQ’s.

What computer configuration will I need?

The latest web browser, and all associated security patches, is recommended for accessing your account online.

Why does PC EXPRESS require cookies?

Your web browser must be configured to accept cookies and javascript must be enabled. The cookies set by PC EXPRESS 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 PC EXPRESS and will automatically be deleted as soon as you log out of PC EXPRESS.

How can I access PC EXPRESS through my mobile device?

Android and iPhone users can download PFFCU’s FREE Mobile App by searching “PFFCU” in your mobile app store. The PFFCU Mobile App includes PFFCU’s Free Mobile Banking, where you can quickly access your PFFCU account to check your account balances, transfer funds, pay bills, apply for loans, and search for specific transactions. You can also access PFFCU’s Free Mobile Banking with your Blackberry or other internet device as well. Simply visithttps://icub.pffcu.org/m to gain access through your mobile device.

How will PC EXPRESS appear on my mobile device?

Click here for a snapshot of mobile banking.

How do I use PC EXPRESS?

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

You can view current account balances, as well as history, for the last 12 months, on all your shares and loans.

What is an available balance?

An available balance is the funds that you have available for use in your account. This may differ from your total balance due to pending transactions/deposit holds.

How can I view checks?

From the My Account section of PC EXPRESS, you can view and print checks you’ve written during the past 12 months, provided the payee did not process the check electronically. You can access this feature from the Account Summary page by selecting “Find a Check”. You may also access it by clicking on your S4 Checking Account. The most recent 30 days of account activity will be displayed. Click on either a check number or the ‘View Draft’ link to see an image of a check you’ve written. You can view older checks from the most recent 12-month period by selecting the month the check was processed from the Date drop-down list at the bottom of the checking account screen. Then click the check number or the‘View Draft’ link 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 PC EXPRESS. We ask that you please contact PFFCU at 215-931-0300 or 800-228-8801 and a Telephone Member Service Representative will gladly assist you.

How can I view statements?

From the My Account section of PC EXPRESS, you can view your statements from the past seven years. You can access this feature from the Account Summary page by clicking on ‘View Statements’. Select the desired month in the drop-down list and then click ‘View’.

What are pending transactions?

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

How do I see my PFFCU VISA transactions via PC EXPRESS?

From the My Account section of PC EXPRESS click on ‘Access Credit Card’. By clicking on the last 4 digits of your card number you will be able to view transaction and summary information on your PFFCU VISA account. You must have an email address on file in order to view your PFFCU Visa credit card.

How do I pay my PFFCU VISA via PC EXPRESS?

To pay your PFFCU VISA via PC EXPRESS, transfer the funds to your Visa accumulation account. The funds will be swept out of this account within one business day and posted to your VISA the next business day.

How do I apply for a Loan via PC EXPRESS?

From the Loans section of PC EXPRESS click on ‘Apply for a Loan’and then choose the applicable loan product from the drop-down list. If you are applying for a mortgage, an advisor will contact you within two business days. If you are applying for any other type of loan, you will receive a response by the next business day.

How do I make principal loan payments via PC EXPRESS?

When making a principal only payment, it is necessary to contact PFFCU at 215-931-0300 or 800-228-8801 and a representative will apply your funds to the principal only. When making a payment through PC EXPRESS it will automatically take the interest first and apply the remaining amount to the principal.

How do I purchase a certificate via PC EXPRESS?

By clicking on the ‘Buy A Certificate’ button of PC EXPRESS you are able to access rate and disclosure information for our certificate products. Then, choose a certificate, with terms 3 months to 5 years for non-IRA certificates, Traditional IRA certificates, Roth IRA certificates and Educational Saving Account certificates.

How do I add a share account via PC EXPRESS?

Click on the ‘Add a Share Account‘ button. You then will be able to open four different shares on an account; S2 (vacation), S3 (holiday), S5 (Money Market), or S25 (Premium Yield Account). Once a new share is established you may fund it from another share.

How do I set up a transfer from one member number to another member number?

Click on the ‘Account Transfer’ button, then ‘Set Up Transfer’ and indicate the account numbers for the transfer. PFFCU must have the correct recipient account number and recipient member’s last name to process the request. You may also use this application to set up automatic share-to-share transfers. The change will be set-up within one business day.

When I sign into PC EXPRESS, 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 and then click on ‘Read Mail’ this will open the message.

How do I delete a message?

When you open the message there is a box in the right hand corner to ‘Delete Mail’, click the delete mail box and then click ‘Submit’.

How do I send a message to PFFCU Member Service?

To send a message to PFFCU Member Service click on the‘Message Center’ tab on the left hand navigation list, click ‘Send Mail’, type your message, click next and then click Submit.

How do I set-up alerts so that I may be notified when particular events occur on my account?

In PC EXPRESS, click on the ‘Account Alerts’ button.

If you wish to receive the Alert to your email inbox, enter your address in the Primary Email section. If you wish to receive an email alert at your work email address, enter this address in the Work Email section. If you wish to receive a text message to your phone or mobile device, enter the following information in the Secondary – Mobile Device Email section based upon your wireless provider:

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

For each type of Alert you wish to use, select the address where you want the alert sent. Then select the type of alert. If you are sending the Alert to your Primary or Work Email address, select “A-Alert Email”. If you are sending the Alert to your Secondary – Mobile Device Email, select “N-Mobile Message”.

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

  1. A payroll or ACH credit has posted to your account.
  2. Your statement is available for viewing on PC EXPRESS.
  3. A certificate is set to mature within 60 days.
  4. A designated share has exceeded a balance threshold or fallen under a designated amount. This particular alert will be sent after settlement at the end of each business day.
  5. When you incur a Courtesy Overdraft fee (if you are enrolled in PFFCU’s Courtesy Overdraft program) or Non-Sufficient Funds fee.
 

What is card maintenance?

Use Card Maintenance to report your PFFCU ATM or Debit card lost or stolen, or activate a new PFFCU ATM or Debit card. To accessCard Maintenance you must first click on the ‘Account Services’button.

What is a stop payment and how do I place one through PC EXPRESS?

stop payment is when a member requests a stop to be placed on a particular check. To place a stop payment you must first click on the ‘Access Services‘ button. You are unable to place a stop on an ACH withdrawal through PC EXPRESS. To do so, you may visit any one of our convenient branches to complete the form. You may also obtain the required form through our website. There is a $10 fee for a stop payment.

How can I order checks through PC EXPRESS?

To order checks first click on the ‘Account Services’ button and then Check Order Services. This service will allow you to order checks with a variety of styles and options. 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 in this section.

How do I set up my payroll distribution?

Changes to your existing payroll or direct deposit distribution may be made in PC EXPRESS and will be effective with your next payroll deduction or direct deposit. Once in PC EXPRESS, select Account Services and then Payroll Distribution. You can then select the appropriate payroll/direct deposit and appropriate funds.

How do I modify my existing address, phone or fax number and email address?

To establish or change this information click on ‘Personal Profile’, enter your new/correct information and then hit ‘submit’.

How can I view share balances, through Related Account Access, connected to other PFFCU accounts I have?

Under Account Services, select the Related Account Access button, which will open the necessary form to set up your account for Related Account Access. The form must be signed and processed in order to turn on Related Account Access. You may return the completed form to the address/fax stated on the form. After the form is processed, ALL accounts connected to the primary member’s Social Security Number will be viewable on the summary screen. Please keep in mind: When a secondary account owner logs in to an account using PC EXPRESS, they will be able to view all accounts where the primary account holder’s social security number is listed.

How can I un-enroll from Related Account Access?

Please send an email message through the PC EXPRESS message center requesting to un-enroll. Your request will be processed within one business day.

Can I download my financial data into Quicken?

Members wishing to download account information into Quicken may do so by

  1. Navigate to a share history detail page (eg, checking). If desired, select a date range to display share history information using the Advanced History Search feature in PC EXPRESS.
  2. Clicking on the EXPORT button at the top right of your PCEXPRESS accounts view. Select QIF format for the download file type. Select an easy-to-remember download location for the for the export location.
  3. Launch Quicken. Add a new cash account.
  4. Select File > Import > QIF. In the file import field, click browse, and navigate to the file you just exported from PCEXPRESS. Select the cash account which you just created in Quicken.
  5. Each time you want to import data from PC EXPRESS to Quicken, follow steps 1, 2 and 4, above.

NOTE: The reason PFFCU does not support direct connections between Quicken and PC EXPRESS, is because Quicken charges financial institutions of our size a $20,000 annual fee ($15,000 for licensing and $5,000 certification). PFFCU does not have a sufficient number of members who use the Quicken product to justify such a large annual expenditure.

How do I opt-out of paper statements?

To stop paper statement delivery, follow these steps:

  1. Login to PC EXPRESS (You must have a PC EXPRESSaccount)
  2. Click ‘Account Services’ on the left, then click ‘Statement Delivery’
  3. If you do not have an email address on file with us, add a valid Primary, Secondary or Work email
  4. Choose which email address you would like us to deliver notification of statements to
  5. Check the ‘I do not want to receive mailed paper statements on this account’ checkbox
  6. Click ‘Next’
  7. On the next screen, verify the information is correct and click ‘Submit’

You may return to this section anytime to change your statement delivery preferences.

Bill Payer

How do I enroll into Bill Payer?

From the Bill Payer menu, select ‘Enroll’. Enter the information for the designated merchant(s), and under ‘action’, select ‘add’.

How do I add a bill?

From the Bill Payer menu, select ‘Add Bill’. Enter the information for the designated merchant, and under ‘action’, select ‘add’. You may add up to 40 payees.

How do I pay bills through Bill Payer?

From the Bill Payer menu, click on ‘Pay Bills’, and decide which bill you wish to pay, and then choose the payment date and the amount. Click ‘Submit’.

How do I modify merchant information?

From the Bill Payer menu, select ‘Add Bill’. Enter the information for the designated merchant, and under ‘action’, select ‘change’.

Will I still receive my bills in the mail?

Yes. When your bill arrives, simply access Bill Payer and submit the amount that you wish to pay.

How long does it take PFFCU to pay my bill?

You should allow 5-7 business days for merchants to receive your payment. Bill payments are processed by PFFCU the business day after the payment date you select.

Why are some bill payers paid by a paper check and some through ACH?

Bill Payer payments are either paid electronically or by check. All merchants that are paid electronically are listed as such in the Pay Bills screen. Merchants with no indicator are paid by check.

Troubleshooting

Why do I receive the message that there are no available connections?

There may be an exceptionally high number of members trying to access their account at the same time that you are. If this is the case, please try accessing your account again.

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

If you cannot recall your correct account number/pin/challenge question(s)/password combination, please call us at 215-931-0300 or 800-228-8801 during business hours and ask for your account to be reset.

Every effort is made to have PC EXPRESS available 24/7. However, at the end of each month, PC EXPRESS is unavailable for approximately two hours while our systems are prepared for the new month’s activity. This typically occurs about two hours after the close of business on the last business day of the month, so you should be able to log back into your account approximately four hours after the close of business on the last business day of the month. If this problem occurs and it is not the end of the month, you should wait a few minutes and then try to log into your account again.

Why does PC EXPRESS time out?

PC EXPRESS sessions time-out after 8 minutes of inactivity. If you spend more than 8 minutes on any page and you are not performing transactions, your PC EXPRESS session will safely terminate. To ensure that members are able to connect to PCEXPRESS, 25 minutes are allotted per PC EXPRESS session. If more than 25 minutes are needed to conduct business, log onto PCEXPRESS again. PC EXPRESS allows unlimited access, free of charge.

Why is it taking so long to connect to PC EXPRESS?

Several factors affect how long it takes to connect to PC EXPRESS. Members’ internet connection speed could be one reason. Also, general “internet traffic” may be another issue which may slow the PC EXPRESS experience.

When I try to access PC EXPRESS, it tells me that I am not an authorized user. Why?

An application for PC EXPRESS enrollment can be completed online, at any of our conveniently located branches, or by calling 215-931-0300 or 800-228-8801.

Security

Authentication/Logging In

PC EXPRESS sign-on security uses an image, phrase and challenge questions that you can personalize. This adds a layer of protection to your online account by letting you know you are on the authentic PFFCU website and letting us know it is really you trying to access your account. During enrollment, this feature requires you to select a secret image and phrase, and provide answers to several security questions. After this enrollment process, when you login to PC EXPRESS, you will enter only your account number and PIN on the first page. Then, when you see your image and phrase displayed on the second page, you can be confident that you are on the authentic PFFCU website and that it is safe to enter your password.

It is important to make sure that you never enter your password without seeing your personal image and phrase. 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.

First Time Login Instructions for PC EXPRESS

  1. Go to www.pffcu.org
  2. Click on PC EXPRESS
  3. Enter your account number and PIN and click on ‘Access My Accounts’ button.
  4. Enter your Password and click on ‘Access My Accounts’ button.
  5. Choose your security Image. Click “more” to view other images or to change your selection.
  6. Select and enter your security phrase – this word or phrase cannot contain special characters (such as commas, colons, number signs, etc). Please use letters and numbers only. THIS IS NOT YOUR NEW PASSWORD. The phrase will simply be visible to you along with your security image, to give you additional security that this is PFFCU’s PC EXPRESSsite.
  7. Select a challenge question from each of the drop down boxes and provide answers to those questions. (You must have a total of 3 challenge questions).Your answers cannot contain special characters (such as commas, colons, number signs, etc). Please use letters and numbers only. These questions may be presented to you at a later time to verify your identity if you are using a computer in a public location, or a computer that you do not normally use. Again – this provides you with an additional layer of security!

    Take care to pick answers you are sure you will remember at a later time. Please Note: If this is a Joint Account, please be sure your joint owner knows the answers to the challenge questions as well.

  8. Review your security image and phrase.
  9. Review your challenge questions and answers.
  10. Click the check box on the bottom left if you want us to remember the computer you used to enroll in our security system. You will not be presented with your challenge questions on a computer which has been “remembered”.
  11. Click ‘Submit’ and the enrollment process is complete.

The next time you login to PC EXPRESS, you will enter your account number and PIN on the first screen. If you checked off the box to remember your computer, the second screen will appear with your security image and phrase. Enter your password and click on the ‘Access My Accounts’ button. If you did not check off the box to remember your computer, you will be asked one of your challenge questions. Answer the question then click on the ‘Access My Accounts’ button. This will bring you to your security image and phrase. Enter your password and click on the ‘Access My Accounts’ button.

Should you wish to change your security image, pass-phrase or challenge questions at a later time, you can do so after you have logged into PC EXPRESS. Select the Login Security option from thePersonal Profile section. You may change any or all of your security information – but be sure you (and your joint owner) remember your new settings!

Is it safe to access my account through PC EXPRESS?

Yes. PC EXPRESS is very safe, as it requires 128-bit or greater SSL encryption.

How do I ensure that my PC EXPRESS session is secure?

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

I forgot my PIN and/or password.

You may call us at 215-931-0300 or 800-228-8801 during business hours to have your Pin and/or password reset. You will be asked to provide detailed information about yourself in order for us to provide you with a temporary PIN and/or password. You will then be able to securely and privately reset your PIN and/or password.

What happens if PC EXPRESS does not accept my PIN and/or password?

This generally indicates you have entered the wrong PIN and/or password more than three times, and PC EXPRESS automatically denied you access to your account. To restore access to your account, you must call Member Service at 215-931-0300 or 800-228-8801 during business hours and request that one of our representatives reset your PIN and/or password.

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 PC EXPRESS. If you do not see a lock icon (lock) in your web browser, please go to thePFFCU home page, and click on PC EXPRESS button at the top left of your browser window, to securely access your accounts.

What should I do if I get a Security Certificate alert on my Android device?

The certificate for PFFCU’s website at www.pffcu.org was renewed in August 2011. The reason that you may be presented with this message is that the Android operating system has an error in it that is causing it to search for PFFCU’s old security certificate. When it does not find that old certificate it issues the warning above. The PFFCU website is secure, and you are safe to click “continue” to access our website. You can circumvent this problem by downloading the free “Opera Mini” browser from the Android Market and use it to access the PFFCU website. The “Opera Mini” browser will look for the most current security certificate and not the old certificate.