Online Banking Frequently Asked Questions

Convenient, Easy, Secure

How do I access Online Banking?
How do I get a password?
What happens if I forget my password?
How often should I change my password?
Do I need an internet service provider to use Online Banking?
What is a browser?
Can anyone else access my account?
Can I print account history?
How many transfers can I make?
When do my transactions take effect?
Can I make transfers to other Dominion Credit Union accounts?
Will I still get a statement in the mail?
How do I sign up for eStatements?
Can I get eStatements and still receive my statements by U.S. mail?
How do I sign up for Bill Payer?
I am having problems logging into Bill Payer. It keeps taking me to the enrollment screen instead of going to the bill payment screen. What should I do?
How do I view recent credit card activity in Online Banking?
What is the multi-layer identification system?
Why do we need a multi-factor security system?
What happens if I can't remember the picture or challenge question?
My spouse is joint on this account. WIll they need to set up separate security features?
Am I able to change my picture or caption once it is selected?
What does it mean to register your computer?
Can I "unregister" my computer?
What do I do if I need help?

How do I access Online Banking?
Registered users: the Online Banking log in is now at the top of each Dominion Credit Union page. Simply enter your User ID and click "Log In", you will be prompted for your password to continue the login process.

New users: simply click on the “Sign Up” link in the Online Banking login box at the top of the page. Follow the prompts to enroll. Enter your information exactly how it appears on your statement and in all caps.

How do I get a password?
When you sign up for Online Banking you will create your own password. If you are a new member, you will have a temporary password assigned to you. You will be required to change the temporary password the first time you log in. Your password can contain both Alpha and Numeric characters and is also case sensitive. The minimum Password length is six (6) characters.

What happens if I forget my password?
As a security measure, Online Banking will allow you four (4) invalid Password attempts before you will be locked out. If you are locked out, simply click on the “Forgot Password” link on the login page.

How often should I change my password?
You should change your Password frequently or when you believe it has been compromised. Once in Online Banking, you may change your Password as often as you like. To change your Password, simply click on "Your Preferences", there will be a "Change Password" box on the right. 

Do I need an Internet service provider to use Online Banking?
Yes. Because Online Banking is Internet-based, you must have Internet access through a provider.

What is a browser?
A browser is a software package that allows you to view information (Web pages) that is on the World Wide Web. Some examples of browsers are Microsoft Internet Explorer and Mozilla Firefox.

Can anyone else access my account?
No. Your online account information is available only through access methods that have been rigorously tested for their secure access. The information is not public. Only you can access it using your User ID and Password. Unless you share your Password, no one else can access your account information online. For more information, visit Security Information.

Can I print account history?
The easiest way to print is to opt-in for eStatements and to print your statement.

If you do not have eStatements, select the account history you would like print. Go to print in the file menu of your browser and select "selection" and then print.

How many transfers can I make?
Due to the Reserve Requirements of Depository Institutions (Reg. D), you are permitted six (6) automatic transfers per month from your share (savings) accounts. However, there is no limit to the number of transfers from your Share Draft (checking) account.

When do my transactions take effect?
Immediately, Online Banking operates in "real time." This means that your transactions will post immediately to your account. All check requests will be mailed by the next business day.

Can I make transfers to other Dominion Credit Union accounts?
Yes. If you have requested and been setup for cross-account transfers you will see the accounts listed in the drop down box when you go to transfer funds.

Will I still get a statement in the mail?
Yes. You will still receive a paper statement through the mail. However, you may find Online Banking so convenient that you no longer use your paper statement. As an Online Banking user you are eligible to sign up to receive eStatements. With eStatements you can view up to 18 months of statements online anytime by logging onto Online Banking.

How do I sign up for eStatements?
Simply log onto Online Banking and adjust your preferences. Click on “Your Preferences”, "eStatement Selection" and choose “electronic” from the drop down menu. To ensure that you will receive the email notification your statement is ready click on "Access Accounts" and then "Email Notification" to verify your email subscriptions.

Can I get eStatements and still receive my statements by U.S. mail?
No. You may only choose to receive statements in one format.

How do I sign up for Bill Payer?
Simply log onto Online Banking and click on “Bill Payment” and follow the prompts. Once you are enrolled you can access Bill Payer by logging into Online Banking.

I am having problems logging into Bill Payer. It keeps taking me to the enrollment screen instead of going to the bill payment screen. What should I do?
Once you are logged into Online Banking select “Bill Payment” from the blue main menu bar. Once the page loads a green sub-menu will appear. In the sub-menu select the second option “Pay Bills”. This will take you to the bill payment screen.

Please note that the Bill Payer screen will appear in a pop-up window – you will need to adjust your pop-up blocker accordingly.

How do I view recent credit card activity in Online Banking?
Once you are logged into Online Banking click on your credit card name under “Account Summary” on the home page. This will bring up a new window with your credit card account history in it. Please note you will need to enable pop-ups.

Credit card history will not show up if you click on “View Recent Transactions”

What is the multi-layer identification system?
The multi-layered security enhancement protects your online Dominion Credit Union account(s) with an even higher level of security. This system enables you to verify that you are accessing our secure website.
When logging into Online Banking, the multi-layered security system uses multiple methods (i.e. user ID, password, images and questions) rather than a single layer (i.e. password and user ID) to establish your identity.

This simple enrollment process includes:

• selecting a picture, from a collection of images
• entering a phrase that you will know and recognize (this will be combined with the image and displayed when you log into Online Banking verifying you are on our site)
• selecting three "Challenge Questions" from a list of available questions and providing answers to these questions (for example: what is the name of your pet?)

After you have successfully completed the enrollment process, the next time you log in you will enter your User ID and answer your "Challenge Questions". Your selected image and phrase will then be displayed - if these images are correct you will then enter your password.

To bypass the "Challenge Questions" you can choose to register your computer. For your safety, please do not register computers used by the general public. If you try to log into Online Banking from a non-registered computer, you will be prompted to answer your "Challenge Questions".

Why do we need a multi-factor security system?
Dominion Credit Union is committed to protecting the confidentiality of your personal information and safeguarding your banking activities when interacting with us through the Internet. Online banking scams such as Phishing, Pharming and Spyware have caused some banking customers to lose confidence in the security of online banking and to opt out for more traditional in-person banking methods. Therefore, Dominion Credit Union has taken proactive steps to implement an advanced multi-layered security system. These security enhancements will better protect you against online theft and fraud, thereby providing you with more peace of mind when banking online with Dominion Credit Union.

What happens if I can’t remember the picture or challenge questions?
If you have forgotten your security information, please contact Dominion Credit Union directly in order to have this information reset. In order to maintain our security levels, Dominion Credit Union representatives cannot set your security options. You will be prompted to re-enroll on your next login. You may contact our Member Service Center at 1-800-268-MYCU (6928) to speak with a Dominion Credit Union representative. You may also email us at mycu@dom.com for login assistance.

My spouse is joint on this account. Will they need to set up separate security features?
No, for your convenience the system only requires one enrollment. The person that completes the initial login should share his or her specific information (i.e.: the image and caption, and the answers to the security questions they elected to use) with anyone who is joint on the account. This will enable both users to easily access their account information on future logins.

Am I able to change my picture or caption once it is selected?
Yes. Once you have logged in securely, you will be able to change your picture, caption and security questions whenever you like.

Once logged in to Dominion Credit Union’s Online Banking, click on “Your Preferences”. You may then click on the appropriate link to either change your picture/caption or to select new security questions.

What does it mean to register your computer?
By registering a computer you are telling the security system that this is your own personal PC. Registering a computer allows you to bypass the challenge questions. The system will go directly to the picture and caption and request your password as normal. This is not recommended for any computer that is public or has multiple users.

Can I “unregister” my computer?
Yes. Deleting cookies on your Internet browser settings and re-opening a new internet browser to sign back in will “unregister” that specific PC.

Please note: A routine maintenance procedure typically involves deleting your cookies. Simply be aware that following any routine computer maintenance, when you attempt to login to Dominion Credit Union Online Banking you may be prompted to register that computer again.

What do I do if I need help?
Email the Member Services department at mycu@dom.com or call at 800-268-6928.