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FAQs

Here are the answers to some of our most asked questions.  Need additional assistance?   Contact us at 800.887.0220.
What is the email address for the credit union?

What is the fax number for the credit union?
  • International Falls office: 218-283-8034
  • Littlefork office: 218-278-4242
  • Bemidji office: 218-444-5567
  • Park Rapids office: 218-237-8008
  • Menahga office: 218-564-5864
  • Nevis office: 218-652-6333
What is the routing number of the credit union?
Our routing number is 291274108.
 
How can I apply for membership at TruStar Federal Credit Union?
Join TruStar

Who can join TruStar Federal Credit Union?
To qualify for membership at TruStar Federal Credit Union, you simply have to live, work, worship or attend school in the counties we serve. These counties include Koochiching, Beltrami, Wadena, Hubbard, Becker and the northwest corner of St. Louis county. You may also qualify for membership if you have an immediate family member who banks with us.
How do I change my address on my account?
By filling out the address change form, and returning.

How do I reorder checks?
How does a chip card work?
It's easy. If the retailer has a chip-enabled terminal, simply insert the chip end of your card face up into the terminal. The chip card will remain in the terminal while the transaction is processed.

To authorize your transaction, just follow the prompts as you do today.
You'll be prompted to enter your PIN or to provide a signature as you normally would to verify the transaction. You may not be asked for a PIN when traveling internationally. Your card will remain in the terminal until the transaction is completed.

If the retailer is not equipped to read the chip card, just swipe as you do today. However, if you swipe your chip card at a chip-enabled terminal, the terminal may prompt you to insert your chip card into the terminal. Transactions made over the phone or online will not change.

Are chip cards secure?
Yes. Chip technology has been around for over two decades and is already the security standard in many countries around the world. When purchases are made using the chip feature, the transaction is more secure because of a unique process that is used to determine if the card is authentic. This makes the card more difficult to counterfeit or copy.

While magnetic stripe cards are still considered secure, chip technology is the next step to providing enhanced security to our customers. Whether you use the magnetic stripe or the chip to make your purchase, you can have confidence in the protection and security features we provide for all credit and debit card accounts.

Remember, if you notice any suspicious activity on your account, notify us immediately by calling the number on the back of your card.

Is a chip card the same as a contactless payment (PayPass™, payWave™)?
No. Instead of waving or tapping your card in front of a device as you do with contactless payments, a chip card must be inserted face up into a chip-enabled merchant terminal. Remember to leave your card inserted into the terminal while the transaction is processed.

Are there any situations where I could experience issues using my chip card?
When traveling outside the U.S., some card readers at unattended terminals (such as public transportation kiosks, gas pumps) will require a PIN. However, this type of PIN technology is different than what you normally use for PIN transactions in the U.S and the card won't be accepted. In these situations, please locate an attended terminal to complete your transaction or plan for an alternative payment method, such as local currency.

How do I place a stop payment on a check?
You have the ability to initiate a Stop Payment through digital banking.  It will be valid for 6 months and a $20 stop payment fee will automatically be applied.  Login above, select the account the check was written from and click the stop payments tile.

Logging In

How do I enroll in digital banking?
1) Click Login above and select Enroll Now
2) You will need the following information
        a. SSN of the primary owner
        b. Member number
        c. Email
        d. Phone (Cell)
3) You will receive a text with a security verification code
4) Accept the terms and conditions
5) Create a Username and Password
 
How do I access digital banking?
You can access our digital banking platform and your accounts on a desktop, laptop, mobile phone, or other internet-accessible device. Simply log in with your digital banking credentials. There are two access points:
1) Click Login above to get started
2) Download the TruStar FCU mobile banking app from the Google Play or Apple Store

What browsers are supported to access digital banking on my computer?
To support security measures that keep your data safe, we require modern browsers to access your accounts.  
Microsoft Edge™
Google Chrome™
Apple® Safari®
Mozilla® Firefox®
*Make sure you have the latest version of your browser installed or you may be denied access.
 
What is 2-Factor Authentication and why is it used by the digital banking system?
Two-Factor Authentication is a security measure that allows you to request a one-time access code to log in to digital banking. The code enhances the security by creating an added layer on top of your unique username and password. This security process helps to verify you and better protect your credentials and the accounts you can access.

When I log into digital banking, do I need to get a confirmation code every time I log in?
No. Check the “Don’t ask for codes again on this computer” box if you do not want to receive a confirmation code or phone call each time you log in. If you prefer to input a confirmation code with each use, you can leave the box unchecked or use the 2-Factor Authentication app to deliver the code.

Note: If you ever want to remove a device and reset your security settings, you can change them in settings once logged in to digital banking.

What is Authy?
Authy is a free mobile/desktop app for two-factor authentication that can be used to access our digital banking.  Some advantages of the Authy app:
  • Your data can be backed up to Authy's server if your phone is lost or stolen.
  • You will receive a push notification if someone else is trying to access your account via SMS.
  • You may sync multiple devices to one account - even copy and paste a token right from the desktop Authy app into the website you need to access.
  • If you are traveling, the app doesn't need an SMS with roaming charges... just use the code generated in the app. 
How can I log in to digital banking if I can't get a verification code through text message?
Two-Factor authentication uses a unique one-time access code to verify identity and log on to digital banking. If you are unable to receive text (SMS) messages, you can choose to receive your access code via a phone call.
• On the verification code screen click Try another way located beneath the Verify button
• Select Phone Call and click Next
• You will receive an automated phone call that will provide your access code (Have a pen and paper ready)
• Return to the verification code screen
• Enter your access code and click Verify

Why am I getting the digital banking error: "Please verify your information and try again"?
This error is present during the log in process and typically means that your credentials didn't match our records. Try entering your credentials one more time. If the error persists, please contact us via phone or chat for further assistance.

Why am I getting the digital banking error: "Oops: The information you provided doesn't match what we have on file."?
This error is present during the log in process and typically means that your account information does not match our records. Please contact us via phone or chat to confirm we have the correct phone number and username on record.

Why am I getting the digital banking error: "Does not meet username or password requirements"?
This error is present during the enrollment process or when updating credentials. Click on Show Rules below the username and password field to see the credential requirements.

Why am I getting the digital banking error: "It looks like you've already enrolled"?
This error is present during the log in process and typically means that our records show that you have previously created an account with us. If you forgot your username and password, on the log in page click Forgot? Follow the steps to recover your account.

I can't remember my  password
Simply click the "forgot?" link when logging on and follow the instructions. You will need to know your Social Security number and Account Number.

What do I do if I forget my Online Banking ID and password?
Simply click the "forgot?" link when logging on and follow the instructions.

Personalizing

How do I rename or personalize an account name in digital banking?
You can rename any account in digital banking.
  • Select an account from the Accounts section
  • Select Settings from the options menu
  • Next to the account name, select Rename
  • Type the new name, and then select Save
How do I change the order my accounts are displayed in digital banking?
You can rearrange the order your accounts display in digital banking to reflect the sequence you want.
  • From the Accounts click on the three dots and click Organize Accounts in online or click the opposing arrows in mobile
  • Drag and drop the accounts to rearrange the order
  • Click Done

Transactions

How do I make a transfer between my accounts in digital banking?
To transfer between your credit union accounts in digital banking:
  • Click Transfers
  • Select your To and From account and amount
  • Click More Options to change the frequency and date if desired
  • Click Submit
How do I add a tag, note, or image to a transaction in digital banking?
You can add notes, tags, and images to any transaction inside of digital banking. To begin:
  • Click on any account
  • Select the Transaction you wish to edit and pull up the transaction’s details page
  • Click on the appropriate icon for one of the following:
    • Add tags
    • Add Notes
    • Add Images
  • Follow the on-screen prompts to update the transactions
  • Close the transaction detail page
Any tags, notes, and images attached to transactions will be accessible on all devices when you log in to digital banking in the future.

How do I download transactions in digital banking?
Account transactions can only be downloaded in online banking (not the app).
  • Click Accounts
  • In the Accounts section, select the account you like to download transactions for.
  • In the Activity area, select the first icon next to the print and search icon.
  • On the Download Activity window, select the Date range and File Type and click Download.
How do I print transactions in digital banking?
Account transactions can only be printed in online banking.
  • Click the Accounts tab
  • In the Accounts section, select the account
  • On the Activity section, select the printer icon. Only transactions that show in the Activity section will print.
  • A print screen appears with a print preview and print configuration options.
  • Using the dialog, configure the print settings and select Print.

Adding Other Financial Institutions

How do I add an account from another financial institution to my digital banking?
You are able to add accounts from other financial institutions inside your digital banking. This will provide you with a display of that account but will not allow you to perform any transactions.
To begin:
  • Navigate to the Accounts section
  • Select Connect Institution in the right menu or tap the + in the top right corner in mobile and select Connect Institution
  • Search for or select your financial institution from the list
  • Sign on to the financial institution with your username and password
How do I set up a new transfer to or from another institution?
You can make transfers between your credit union accounts and other financial institutions once an external account has been verified.
To add an external account:
  • Click Transfers
  • Click +External Account to set up a new linked account
  • Confirm a deposit amount into your other financial institution
  • Finally, schedule a new one-time or recurring transfer
Please note: Transfers to another financial institution may take 3-5 business days to process.

Alerts

To set up alerts in digital banking:
  • Select the account you would like to set up an alert for
  • Click Alert preferences in the menu or Manage alerts in mobile
  • In the Balance alerts section, select Add alert.
  • Select Above or Below, and then input a dollar amount.
  • In the Alert/Notify by field, select Email, Text message, or In-app message.
  • Select Add Alert to save the alert
  • Repeat steps for Transaction alerts
How do I delete an alert in digital banking?
Alerts can be deleted at any time in digital banking.
  • Select the account you would like to edit up an alert for
  • Click Alert preferences in the menu or Manage alerts in mobile
  • Under Alerts
    • Click Edit next the alert you would like to change
    • Click the Trashcan icon or click Remove in mobile
How do I edit an existing alert in digital banking?
Alerts can be edited at any time in digital banking.
  • Select the account you would like to edit an alert for
  • Click Alert preferences in the menu or Manage alerts in mobile
  • Under Alerts
    • Click Edit next the alert you would like to change
    • Change your criteria for the alert
    • Click Save

Messages

How do I send a message in digital banking?
Whatever device you are on, it's easy for you to start a secure conversation with the credit union:
  • Log in to digital banking via the Login button on the website or via the mobile app.
  • From a desktop, click on the envelope icon in the upper right-hand corner of digital banking or select Conversation from the dashboard of mobile banking.
  • Click Start a conversation or click the conversation icon on mobile.
  • Type your message and click Send.
A member service consultant will respond shortly.

Updating Information

How can I change my phone number, email address, or primary address in digital banking?
  • Click on the User Profile icon and click Settings
  • Click Edit next to your phone, email, or address
  • Verify your password
  • Edit your contact information
  • Click Save
Phone and email updates will happen immediately. All address updates will be reviewed by a member service representative and you may be contacted for additional information.

How do I change my online banking password?
Log into Online Banking:
  • Click on your name in the side menu
  • Click Settings
  • Go to Security
  • Edit Password
Passwords:
  • Must be between 8 and 20 characters in length.
  • Must contain a minimum of 1 alphabetic characters.
  • Must contain a minimum of 1 non-alphabetic characters.
  • A given character cannot appear more than 4 times in a password.
  • Allowable special characters: !"#$%&()+;<=>?\^_`*'
How do I change my Personal Image for online banking?
  • Click on your name in the side menu
  • Click Settings.
  • Go to Profile
  • Click the pencil by your photo

General

 
Is the mobile app secure?
Yes. TruStar Federal Credit Union uses SSL encryption for all of our electronic communications as well as industry-leading security measures to protect your data, no matter how you choose to access your accounts.
What is Bill Pay?
Bill Pay allows you to pay anyone, anywhere right from your computer or mobile phone. There is no limit to the number of bills you can pay, and this service is free to all members with a checking account. Bill Pay is offered through digital banking.

How do I pay a bill in digital banking?
You can use digital banking to pay a bill or pay a person.
• Log in
• Select Payments or Tap Pay under your account in mobile
• If it is your first-time using Payments, it will ask you to enroll, click Enroll
• Select Pay a bill or Pay a person
• Select the merchant or person you would like to pay
• Select an account to take funds from, and then input the Amount
• If you would like to set the date for the payment, Select More options and select the desired date
• Select Submit

How do I pay a person (Person-2-Person payment) in digital banking?
You can use digital banking to pay a bill or pay a person.
• Log in
• Select Payments or tap Pay under your account in mobile
• If it is your first-time using Payments, it will ask you to enroll, click Enroll
• Select Pay a person > Person to pay (To add a new person, select Add another person and fill out the necessary information) or Select the person to pay in mobile
• Select an account to take funds from, and then input the Amount
• If you would like to set the date for the payment, Select More options and select the desired date
• Select Submit
What is Mobile Deposit?
Mobile Deposit is a free feature available on TruStar’s mobile application where all members can deposit checks using any Apple or Android device.

Is Mobile Deposit secure?
Yes. We use SSL encryption for all of our electronic communications, as well as industry-leading security measures to protect your personal information and account

Can I deposit to any of my accounts with Mobile Deposit?
You can use Mobile Deposit to deposit funds to your Savings, Checking, and Money Market accounts.

Can I deposit any checks with Mobile Deposit?
You should only use Mobile Deposit for domestic checks not drawn on your own account. Checks must be made payable to an owner of the deposit account. Checks will not be accepted if they are incomplete, post-dated or stale-dated, made payable to a third party, or stamped with a “non-negotiable” watermark. Be sure your checks have no evidence of alteration or contain a restrictive endorsement. Savings Bonds are not eligible for Mobile Deposit.

Can my Mobile Deposit eligibility be revoked?
Yes. TruStar reserves the right to revoke access to Mobile Deposit without prior notification.

Should I endorse the back of the check for mobile deposit?
Yes. If you do not endorse the back of the check, your deposit will not go through. The endorsement should include your signature and the special endorsement, For Mobile Deposit Only.

How will I know that my deposit was accepted?
A notification will be sent to your email address on file when the deposit is made to your account.

When is my money available for use?
Generally, deposits are made available for use within one business day. However, in some cases a hold may apply.

I inadvertently selected the wrong account for the deposit. What should I do?
You may transfer funds to the correct account with the mobile app or within online banking.

What should I do with the check once it's been accepted?
You should retain the check in a safe place for thirty days and then destroy it. This is a completely electronic process and you don't need to mail the physical check to TruStar.

Why is my balance not reflecting my recent Mobile Deposit?
In some cases your Mobile Deposit will be held for review and not immediately posted to your account. During the Mobile Deposit session, you will be notified if your deposit was immediately posted or held for review. The review process should take no longer than one business day. Once the Mobile Deposit has been reviewed, you will receive an email notification that the funds are in your account, or that the deposit was rejected, adjusted, or placed on hold.

Are there deposit limits with Mobile Deposit?
Your deposit limit is based on a 30-day rolling limit. Your Mobile Deposit limit will be displayed when you access it from your TruStar mobile app. Assigned limits may change without prior notification.
How long is the hold on deposits into an ATM?
The approximate amount of time needed to make a deposit transaction at an ATM and have the transaction posted to your account is 1 business day. Because of the servicing schedule and processing time required in ATM operations, there may be a delay between the time a deposit (either cash or check) is made and when it will be available for withdrawal.

Do I get charged an ATM fee by TruStar Federal Credit Union?
Members receive unlimited ATM transactions at all TruStar ATMs and MoneyPass machines. To find an ATM near you, go to our Locations page.

Is there a charge to get an ATM card?
We do not charge a fee to obtain an ATM card.

Do you have a listing of MoneyPass ATMs I can use while traveling?
Please visit the MoneyPass locator at www.moneypass.com.
What is a Certificate of Deposit?
A Certificate of Deposit (CD) is a savings certificate entitling the bearer to receive interest. A CD bears a maturity date, a specified fixed interest rate and can be issued in any denomination. When you open a CD, your money is on deposit for a specific time period. For agreeing to keep it on deposit for a specified time period, you earn more than you would in a regular savings account. If you cash it in before its maturity date you pay a penalty.
What is a Roth IRA?
A Roth IRA is an individual retirement account created by the Taxpayer Relief Act of 1997. Roth IRA accounts are traditionally used as retirement savings accounts. They allow limited contributions to be made throughout the tax year and can be withdrawn within 5 years after establishing the account provided you are aged 59 1/2 or older.
 
Will my Roth IRA affect the amount that I can contribute to my employer-sponsored retirement plan?
No. The amount you contribute to your 401(k) or other employer-sponsored plans will not be affected by your Roth IRA.

Can I have both a traditional IRA and a Roth IRA?
Yes, you can maintain both types of IRAs at the same time. You can even make contributions to both types of IRAs in the same year. But your contributions to both Roth and traditional IRAs cannot exceed the maximum contribution limit for all IRAs.
Do you offer financial education resources?
TruStar has partnered with Enrich to offer tools and resources allowing you to achieve your financial goals. Get your personalized recommendations by clicking the link below:
https://trustarfcu.enrich.org
What is “phishing”?
Phishing is the act of sending an e-mail to a user falsely claiming to be an established legitimate enterprise in an attempt to scam the user into surrendering private information that will be used for identity theft. The e-mail directs the user to visit a website where they are asked to update personal information, such as passwords and credit card, social security, and account numbers that the legitimate organization already has. The website, however, is bogus and set up only to steal the user’s information.

Please remember that TruStar never will ask you to provide personal information and/or account log-in or password information through an e-mail.

If you receive an e-mail asking you to supply personal information related to your TruStar Federal Credit Union accounts, consider the e-mail a "phishing" attack and report it to us as soon as possible.

What is “vishing”?
Vishing is the telephone equivalent of phishing. Vishing is the act of using the telephone in an attempt to scam the user into surrendering private information that will be used for identity theft. The scammer usually pretends to be a legitimate business, and fools the victim into thinking he or she will profit.

Never give your credit card number, your Social Security number, driver's license number or account details over the Internet or by phone unless you know for sure that you are dealing with the correct entity.

What should I do if I think I’ve been a victim of identity theft?
Contact us immediately if you believe that your account has been compromised.
We also offer free access to Cyber Scout's fraud specialists at 844-858-9576.
How do credit unions differ from banks?
At first glance, there may not seem to be much difference between credit unions and banks - they both offer similar products and services. However, it’s how we do business that sets us apart:

  • A credit union is a not-for-profit financial institution made up of people who share a common bond. In some cases, they have the same employer. In other cases, they live in the same communities or belong to the same churches.
  • As a financial cooperative, any profits made are used to provide better interest rates, to reinvest in the organization and the community, or in some cases, to return dividends to members.
  • For a $25 deposit into a Share Savings Account, you become a member-owner of TruStar Federal Credit Union.
  • Members have an equal voice in deciding how the credit union is managed. The Board of Directors are elected by the members and serve as volunteers.
  • In addition to offering a full range of financial services, credit unions take pride in educating their members and making them wiser consumers of financial services.
  • Credit unions are also heavily involved in the communities they serve.
How can I get a copy of my credit report?
The federal government requires that each of the three national credit-reporting agencies—Experian, Equifax, and TransUnion—gives you a free credit report every year. You can request a free copy of your credit report by visiting AnnualCreditReport.com.

According to the Federal Trade Commission, the only authorized online source is at annualcreditreport.com. Consumers should be aware that there are many sites out there that claim to offer “free” credit reports but often charge you for another product if you accept the report.

To request your credit report by phone, call (877) 322–8228. To request your credit report by mail, write to Annual Credit Report Request Service, P.O. Box 105281, Atlanta, GA 30348-5281. Do not contact the individual credit-reporting agencies.

Is my money that I have on deposit at TruStar insured?
Your money is insured by the National Credit Union Administration (NCUA), an independent agency of the United States Government. Your savings is federally insured up to $250,000 and backed by the full faith and credit of the United States Government.

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