We appreciate your patience, loyalty, and understanding, as service wait times may be considerably longer than usual. We strive to provide you with the highest level of service, security, and value.
LAPFCU SYSTEM UPGRADE FREQUENTLY ASKED QUESTIONS (FAQs)
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Q: ARE MY BILL PAY PAYMENTS/AUTOMATIC TRANSFERS AFFECTED?
A: Yes, you will notice changes to online Bill Pay and automatic transfers if you have multiple Bill Pay accounts or payments coming from multiple accounts. Account numbers have changed, and if you are the primary account holder, you should assign nicknames to your accounts so you can easily differentiate them from one another. See the next question for instructions on assigning account nicknames.
• If you have multiple memberships and are the primary owner, generally, you will need to use the username and password for the most recent membership you opened or the highest membership number. If your newest/highest account number (most recent membership) is not currently enrolled in online banking, you will need to enroll in online banking with this account to have access to your accounts.
• Starting October 4 at noon, only one Bill Pay account will be available. Therefore, if you have multiple memberships with Bill Pay, some payees and scheduled payments will unfortunately be deleted.
o All payments and transfers scheduled to be paid prior to September 30 went through as planned.
o Starting October 4 at noon, you will likely need to re-enter the information for the payees on your member accounts in Bill Pay in order to continue automatic payments scheduled to post after September 30.
• Please note that scheduled recurring transfers will now be posted in the evenings, rather than the mornings.
Q: WHY DO I GET AN ERROR WITH MY AUTOMATIC TRANSFER TO OR FROM ANOTHER FINANCIAL INSTITUTION?
A: To change your scheduled automatic transfer, please first cancel the external transfer and then re-add it.Due to our recent system upgrade, recurring transfers to/from another financial institution will no longer process as scheduled. You will need to cancel and re-add these recurring transfers using the steps below.
TO CANCEL A TRANSFER FROM ANOTHER FINANCIAL INSTITUTION:
1) Log in to online banking.
2) Click the Transfers tab at the top of the page.
3) Choose Transfer Between My Accounts.
4) Click the Activity tab and select the Cancel Transfer button to cancel all remaining transfers.
5) When the Cancel Remaining Transfers Confirmed message appears, click Done.
TO ADD A TRANSFER FROM ANOTHER FINANCIAL INSTITUTION:
1) Log in to online banking.
2) Click the Transfers tab at the top of the page.
3) Choose to Transfer Between My Accounts or to Pay Other People.
4) Complete the required fields in the Create Transfer form and click Confirm upon review.
5) You will be prompted to enter your PIN to continue.
Q: HOW CAN I ASSIGN NICKNAMES TO MY ACCOUNTS?
A: If you are a primary account holder, you can better manage online Bill Pay and automatic transfers by assigning a descriptive nickname to each of your accounts (Joe’s Checking, Mom’s Checking, 2021 Tesla, etc.). This will make it easy to differentiate one account from another, especially if they are the same type (checking, savings, etc.). To assign a NICKNAME:
•Log in to online banking at LAPFCU.ORG
• Under the Accounts view, click Settings
• Rename accounts by entering a personal nickname for each account in the Nickname field
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Q: DID MY USERNAME AND PASSWORD CHANGE?
A: Online banking/mobile banking usernames and passwords have not changed unless you have multiple usernames and passwords.
• If you have multiple memberships and are the primary owner, generally, you will need to use the username and password for the most recent membership you opened or the highest membership number. If your newest/highest account number (most recent membership) is not currently enrolled in online banking, you will need to enroll in online banking with this account to have access to your accounts.
• If you are a non-primary joint account holder, you will need to enroll in online banking and create a username and password unique to you. To ENROLL:
o Visit LAPFCU.ORG and click LOGIN at the top right corner. Then, select Enroll and fill in the required fields.
Q: DID MY MEMBER NUMBER CHANGE?
A: Generally, your member number has not changed. However, if you have multiple member numbers, they have been consolidated into one number (typically, the most recent membership you opened or the newest/highest membership number will be used). Each person will now have only one member number, regardless of whether they have multiple memberships.
Q: DID MY ACCOUNT NUMBER CHANGE?
A: Yes, your account number changed. Account numbers no longer contain letters. Letters have been replaced with numbers.Example: Account Number 1234567 S1 will now be 123456720100
This account number change will not affect any automatic outgoing or incoming payments or credits you have set up.
Q: WHY CAN’T I LOG IN TO ONLINE OR MOBILE BANKING?
A: You may be using login information that is no longer valid.
• For primary members, all membership accounts, including joint and business accounts, are now visible under one consolidated login and password in online and mobile banking.
• If you have multiple memberships and are the primary owner, generally, you will need to use the username and password for the most recent membership you opened or the highest membership number.
• If your newest or highest account number, or most recent membership is not currently enrolled in online banking, you will need to enroll in online banking with THIS account to access online and mobile banking.
• To ENROLL in online banking, visit ORG and click LOGIN at the top right corner. Then, select Enroll and fill in the required fields.
• If you are a non-primary joint account holder or an account signee, you need to enroll in online banking and create a username and password unique to you to gain access to those accounts on which you share privileges.
• To ENROLL in online banking, visit ORG and click LOGIN at the top right corner. Then, select Enroll and fill in the required fields.
Q: WHY DO I GET AN ERROR WITH MY AUTOMATIC TRANSFER TO OR FROM ANOTHER FINANCIAL INSTITUTION?
A: Due to our recent system upgrade, recurring transfers to/from another financial institution will no longer process as scheduled. You will need to cancel and re-add these recurring transfers using the steps below.
TO CANCEL A TRANSFER FROM ANOTHER FINANCIAL INSTITUTION:
1) Log in to online banking.
2) Click the Transfers tab at the top of the page.3) Choose Transfer Between My Accounts.
4) Click the Activity tab and select the Cancel Transfer button to cancel all remaining transfers.
5) When the Cancel Remaining Transfers Confirmed message appears, click Done.
TO ADD A TRANSFER FROM ANOTHER FINANCIAL INSTITUTION:
1) Log in to online banking.
2) Click the Transfers tab at the top of the page.3) Choose to Transfer Between My Accounts or to Pay Other People.
4) Complete the required fields in the Create Transfer form and click Confirm upon review.
5) You will be prompted to enter your PIN to continue.
Q: WHAT IF I SHARED MY USERNAME AND PASSWORD WITH SOMEONE ELSE?
A: If you have shared your login and password with someone, please note that this person will now be able to view ALL of your accounts, because all accounts are consolidated under one login. If you do not want your joint account holders or signees to be able to see ALL of your accounts or any accounts you have signing authority on, we recommend that you change your password and do not share it with others.
Your joint account holders or account signees will be able to access the account by creating their own unique username and password to log in to these accounts. See next question and answer for more details.
Q: WHAT HAS CHANGED WITH MY ONLINE ACCOUNTS?
A: If you have multiple accounts or are a joint account holder or a signee on another membership, you’ll notice that all those accounts now appear in your online/mobile view.
You can hide additional accounts in your account history in Settings, but you will not be able to delete them from your account view. Note, hidden accounts will not appear in the list view of your accounts under “My Accounts,” but you will still see hidden accounts in the dropdown menu when scheduling a transfer. To HIDE accounts:
• Log in to online banking at LAPFCU.ORG
• Under the Accounts view, click Settings.
• Under the Show Account column, uncheck the box for the account you would like to hide.
• To show a hidden account, repeat the steps and check the box of the hidden account.
Q: ARE MY BILL PAY PAYMENTS/AUTOMATIC TRANSFERS AFFECTED?
A: Yes, you will notice changes to online Bill Pay and automatic transfers if you have multiple Bill Pay accounts or payments coming from multiple accounts. Account numbers have changed, and if you are the primary account holder, you should assign nicknames to your accounts so you can easily differentiate them from one another. See the next question for instructions on assigning account nicknames.
• If you have multiple memberships and are the primary owner, generally, you will need to use the username and password for the most recent membership you opened or the highest membership number. If your newest/highest account number (most recent membership) is not currently enrolled in online banking, you will need to enroll in online banking with this account to have access to your accounts.• Starting October 4 at noon, only one Bill Pay account will be available. Therefore, if you have multiple memberships with Bill Pay, some payees and scheduled payments will unfortunately be deleted.
• All payments and transfers scheduled to be paid prior to September 30 went through as planned.
• Starting October 4 at noon, you will likely need to re-enter the information for the payees on your member accounts in Bill Pay in order to continue automatic payments scheduled to post after September 30.
Please note that scheduled recurring transfers will now be posted in the evenings, rather than the mornings.
Q: HOW CAN I ASSIGN NICKNAMES TO MY ACCOUNTS?
A: If you are a primary account holder, you can better manage online Bill Pay and automatic transfers by assigning a descriptive nickname to each of your accounts (Joe’s Checking, Mom’s Checking, 2021 Tesla, etc.). This will make it easy to differentiate one account from another, especially if they are the same type (checking, savings, etc.). To assign a NICKNAME:
• Log in to online banking at LAPFCU.ORG
• Under the Accounts view, click Settings
• Rename accounts by entering a personal nickname for each account in the Nickname field
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Q: WHAT DID NOT CHANGE?
A: The following items were not affected by the upgrade:
• Online banking/mobile banking usernames and passwords, unless you have multiple usernames and passwords
• Debit cards and debit card PIN numbers
• Credit cards
• Checks (continue to use your current checks)
• Account transaction history
Q: WHAT CHANGED?
A: Services and/or products that changed the upgrade include:
• Account numbers have changed; letters within account numbers changed to numbers, but all other account functionality remained the same
• For primary members, all membership accounts, including joint accounts and business accounts, are now visible under one consolidated login and password in online and mobile banking
• Joint account holders and account signees must create their own online banking login and password to gain access to those accounts on which they share privileges.
• If a member has multiple member numbers, those numbers have been consolidated into one number (typically, the most recent membership you opened or the newest/highest membership number will be used)
• Telephone banking PIN numbers have been set to default, and need to be changed the first time you log in after the upgrade.
Q: DID MY MEMBER NUMBER CHANGE?
A: Generally, member numbers did not change. However, if you have multiple member numbers, they were consolidated into one number (typically, the most recent membership you opened or the newest/highest membership number will be used).Each person will now have only one member number, regardless of whether they have multiple memberships.
Q: DID MY ACCOUNT NUMBER CHANGE?
A: Yes, your account number changed. Account numbers no longer contain letters. Letters have been replaced with numbers.
Example: Account Number 1234567 S1 will now be
123456720100
This account number change will not affect any automatic outgoing or incoming payments or credits you have set up.
Q: DID MY ONLINE/MOBILE BANKING USERNAME AND PASSWORD CHANGE?
A: Online banking/mobile banking usernames and passwords have not changed unless you have multiple usernames and passwords.• If you have multiple memberships and are the primary owner, generally, you will need to use the username and password for the most recent membership you opened or the highest membership number. If your newest/highest account number (most recent membership) is not currently enrolled in online banking, you will need to enroll in online banking with this account to have access to your accounts.
• If you are a non-primary joint account holder, you will need to enroll in online banking and create a username and password unique to you. To ENROLL:
o Visit LAPFCU.ORG and click LOGIN at the top right corner. Then, select Enroll and fill in the required fields.
Q: ARE THERE ANY CHANGES TO THE WAY CHECKING ACCOUNT OVERDRAFTS ARE COVERED?
A: Yes. LAPFCU will make transfers of available funds automatically to cover overdrafts in your checking account in the following order:1. Primary Share Savings Account(s)
2. Money Market Account(s)
3. Secondary Share Savings Account(s)
4. Unsecured Line of Credit Account(s)
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Q: WILL I RECEIVE A NEW DEBIT CARD?
A: No. You may continue to use your current debit card.
Q: DID MY DEBIT CARD NUMBER OR PIN NUMBER CHANGE?
A: No. Both your debit card number and PIN remain the same.
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Q: ARE MY BILL PAY PAYMENTS/AUTOMATIC TRANSFERS AFFECTED?
A: Yes, you will notice changes to online Bill Pay and automatic transfers if you have multiple Bill Pay accounts or payments coming from multiple accounts. Account numbers have changed, and if you are the primary account holder, you should assign nicknames to your accounts so you can easily differentiate them from one another. See the next question for instructions on assigning account nicknames.
• If you have multiple memberships and are the primary owner, generally, you will need to use the username and password for the most recent membership you opened or the highest membership number. If your newest/highest account number (most recent membership) is not currently enrolled in online banking, you will need to enroll in online banking with this account to have access to your accounts.
Q: HOW CAN I ASSIGN NICKNAMES TO MY ACCOUNTS?
A: If you are a primary account holder, you can better manage online Bill Pay and automatic transfers by assigning a descriptive nickname to each of your accounts (Joe’s Checking, Mom’s Checking, 2021 Tesla, etc.). This will make it easy to differentiate one account from another, especially if they are the same type (checking, savings, etc.). To assign a NICKNAME:
• Log in to online banking at LAPFCU.ORG
• Under the Accounts view, click Settings.
• Rename accounts by entering a personal nickname for each account in the Nickname field.
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WHAT IF I SHARED MY USERNAME AND PASSWORD WITH ANOTHER MEMBER, OR WITH A JOINT ACCOUNT HOLDER OR SIGNEE?
A: If you have shared your login and password with someone, please note that this person will now be able to view ALL of your accounts, because all accounts are consolidated under one login. If you do not want your joint account holders or signees to be able to see ALL of your accounts or any accounts you have signing authority on, we recommend that you change your password and do not share it with others.
Your joint account holders or account signees will be able to access the account by creating their own unique username and password to log in to these accounts. See below for more details.
Q: IF I AM A JOINT ACCOUNT HOLDER OR AN ACCOUNT SIGNEE, WILL MY ONLINE BANKING/MOBILE BANKING USERNAME AND PASSWORD CHANGE?
A: Starting at noon on October 4, joint account holders and account signees must create their own log ins to access these accounts. To ENROLL:
• Visit LAPFCU.ORG and click LOGIN at the top right corner. Then, select Enroll and fill in the required fields.
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Q: DID MY MORTGAGE ACCOUNT NUMBER CHANGE?
A: First mortgage loan numbers remain the same. Second mortgage loan (home equity loans and home equity lines of credit) numbers have changed. Each loan now has its own account number. Loan numbers no longer start with an “L.” This letter has been replaced with a number.
Example: Mortgage Loan 1234567 L2 will now be 123456745200
This account number change will not affect any automatic outgoing or incoming payments and credits you have set up on your loan(s).
Q: DID ANYTHING CHANGE WITH MY CURRENT MORTGAGE STATEMENT?
A: Due to the system upgrade, an additional mortgage statement was generated and sent to you at the end of September for record-keeping purposes only. Normal mortgage statements will resume mid-October.
Q: ARE THE TERMS OF MY MORTGAGE LOAN AFFECTED?
A: No. The terms of your mortgage loan remain the same.
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Q: DID MY VEHICLE/PERSONAL LOAN ACCOUNT NUMBER CHANGE?
A: Yes. Vehicle and personal loan account numbers are no longer be the same as your member number. Each loan now has its own account number. Loan numbers no longer start with an “L.” This letter has been replaced with numbers.
Example: Auto Loan 1234567 L2 will now be 123456745200
This account number change will not affect any automatic outgoing or incoming payments and credits you have set up on your loan(s).
