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Frequently Asked Questions

Have questions about OCU products & services? Here is a list of the most frequently asked questions – if you need more information, please contact us directly and a friendly staff member will assist you with your inquiry.

Online Banking

Safeguarding your transactions is a priority for us.  Banking online is as safe as going to your local branch.  We use the latest encryption for all your personal data, ensuring your banking transactions are safe and secure.

There could be many reasons someone is locked out of online banking or out of their account. You may have entered your password too many times, or we may have detected suspicious activity.

To regain access to your account, call or visit OCU and we can tell you what happened and help you get back in to your account. 250-495-6522

View tips on how to keep your account secure.

If you have been locked out your account, the first thing you need to do is contact OCU. Call 250-495-6522 to understand what happened and how to get back into your account.

There are two ways you can change your password:

  1. Once logged in to MemberDirect, select “Profile and Preferences” from the menu. There you will see the option to change your Personal Access Code.
  2. Select “Forgot Password” from the login page. You will need to know your member number and the last three digits of your social insurance number.

If you still need help changing your password, call OCU at 250-495-6522.

If you can’t remember your password you can reset it online. Select “forget password” at login and follow the process. You will need the last three digits of your social insurance number.

2SV must already be enabled for Self-Serve PAC Reset. If 2SV is not enabled, please call us at 250-495-6522 to reset your PAC.

If you can’t remember or find your account number, call OCU at 250-495-6522.

Once logged into online banking, select “Profile and Preferences,” and select “Change Contact Information.” Here you can change your address, your email, and your phone number.

To get help in the OCU app, select the question mark bottom in the top left of your device. To get help in MemberDirect on the web, select the “Help” link to the left of your screen. You can also call OCU at 250-495-6522.

You can access MemberDirect with either a computer or a mobile device such as a cell phone or tablet. Whatever device you use, it is important that your software is current and updated. This helps keep your account secure and ensures MemberDirect features work as intended.

Paying Bills Online

To add a new bill payee in mobile banking, select “Payments” from the left menu, then “Add Payee.” Enter the name of the bill payee in the search bar. After you have selected the payee, you will need to enter the account number you have with that company.

  • Select the account from which to pay the bill(s) by using the drop down arrow beside Pay From.
  • Under Pay, click the checkbox beside each payee you wish to pay.
  • Enter the dollar amount to pay each payee under Amount.
  • Enter the date on which to pay the bill under Payment Date. This date defaults to the current date.
  • Click on Pay Bills to proceed with the payment.

In the mobile app, select “Pay Bills,” then enter the required information in the form (Account to pay from, Payee to receive the bill and amount you would like to pay.”

Bill payments can take up to 3 days for your payee to process, so ensure you make a payment a few days before the due date to avoid late charges.

If you made an error paying a bill, simply contact OCU during normal business hours to initiate the required correction or call 250-495-6522 to speak to one of our representatives.

Monthly Statements

You can access eStatements by logging in to MemberDirect® Online Services and click on the “E-Statements” button located on the left hand side of your screen. Your eStatement should be available on the 3rd or 4th business day of each month.

If you currently use MemberDirect® Online Services, you will start receiving eStatements immediately. You will still continue to receive your printed statement in the mail unless you Opt-Out of your printed statement.

You can Opt-Out of your printed statement by using one of the following options;

  • Log in to MemberDirect online banking and select “My Accounts,” then “Statement Preferences.” Here you will see the option to opt out of printed statements.
  • Call or email the branch and speak to a member services representative. 250-495-6522 or contact@ocub.com

Statements with many pages can be confusing. To help members gain a quicker understanding of their finances, we introduced a summary that breaks down your accounts into groups such as “Chequing” that include all your chequing accounts.

The ads you see on your statement will reflect our most current offers, products or events. These ads are specific to Osoyoos Credit Union and are products & services that we think may benefit you.

Your electronic statements will appear on MemberDirect® Online Services for 7 years starting from January 1st 2010.

Yes! You can access your account statements at any time when using MemberDirect. Select “View e-Statements” under “My Accounts.” Viewing your statements online will save you the monthly mail fee.

An Interac® e-Transfer allows members to transfer money by email through OCU online banking to any other person who has an email address and an account at a Canadian credit union or bank.

This feature also allows transfers by mobile phone.

Yes. If you take the appropriate precautions (see below), e-transfers are secure. Interac e-transfers rely on several security measures:

  • Encryption technology
  • Confidential user IDs and passwords issued by financial institutions
  • A secure login process
  • A security question and answer to ensure only the intended recipient receives the money

An Interac e-Transfer transaction cannot be reversed once the recipient of the funds has deposited the transfer. You must obtain a refund directly from the recipient. You can ask the recipient to send you an Interac e-Transfer for the refund amount. Like using cash, you should send money transfers only to parties you know and trust. For most uses of the Interac e-Transfer service (sending money to family and friends, repaying IOUs, sending monetary gifts, etc.), you know the recipient well. For uses where you may not know the receiver well (e.g., online auction purchases), take the precautions you would take when making cash purchases. For auctions and online purchases, be sure to read and follow steps as recommended by operators of these websites to protect your money.

It’s a simple, secure way to send and receive money directly to and from your existing bank account. The money can be accessed immediately after your Interac e-Transfer is accepted.

  • To send an Interac e-Transfer, all you need is the recipient’s email address or mobile phone number.
  • Never worry about sharing your personal or financial information with the people you send money to: your address and account information are kept private.
  • A security question protects your money from being deposited by unintended recipients. No need to set up new accounts, user ID or passwords – you’re already in online banking. Easy!
  • An email and/or text message carries the notification only, not your funds. Osoyoos Credit Union uses existing payment networks to transfer the money to any financial institution in Canada. However, anybody with a bank account in Canada can deposit an Interac e-Transfer with the information contained in a text or email notification.

1. Login to MemberDirect online services

2. Choose Interac e-Transfer within the Transfer/Payment menu options

3. Select a recipient by entering an email address and/or mobile phone number

4. Fill in the Interac e-Transfer information (dollar amount, account from which to withdraw the funds, a security question that only the recipient will know the answer to and optional personal message)

5. Follow the instructions to confirm the information and complete the transfer
If you haven’t signed up for online or mobile banking, contact your us and we would be happy to help.

You can receive and deposit your funds by clicking on the link contained in the text message or email notification, or you can type the link contained in the notification into your browser – no matter how you’re notified, you can deposit your funds at any computer or mobile device connected to the Internet.

As a sender – Interac e-Transfer confirmation numbers are saved in your online banking history. In addition, you will receive an email notification and/or text message once the intended recipient has accepted the transfer. As a recipient – You will receive an email notification and/or text message when the transfer is sent, indicating the amount as well as instructions for depositing the funds.

When you send money using Interac e-Transfer, your money never actually travels by email or text message. Email and text messages are only used to notify the recipient and to provide instructions on how to deposit the money. Your financial institution and your recipient’s financial institution transfer funds using established and secure banking procedures.

Autodeposit allows you to receive money via Interac e-Transfer® faster. You will no longer need to select your financial institution and answer a security question to receive funds.

After registration, you will establish a connection between your email address and the account where your funds will be deposited.

To set up Auto-Deposit:

  1. Login to Member Direct
  2. Select “Transfers,” then “Send Via Interac e-Transfer”
  3. Select “Auto Deposit” in the middle menu (click on images below to enlarge)
  4. Enter your information, then click on the “Register” button
  5. You will receive an email asking you to confirm and finalize the auto-deposit set up

While times may vary depending on the financial institutions and amounts involved, transfers are usually completed within minutes.

Unlike many other banks and credit unions, OCU does not charge any fees for e-transfers. E-transfers are always free for OCU members!

Like most financial transactions, there are limits on the amount you can send and receive. Each financial institution sets send and receive limits through online banking.

Contact OCU for more details: 250-495-6522

You can cancel an Interac® e-Transfer in online banking if the recipient has not yet deposited the money.  The money will be re-deposited back into your account.  There is no charge to cancel the transaction.

Log into Online Banking using the Internet or Web Mobile Banking and select the “pending e-Transfer” menu option. Select “cancel” for the transaction you wish to cancel. Once complete, the money will return to your account that the email money transfer was sent from.

Money sent by email must be in Canadian dollars and it must be deposited into a Canadian account.  You cannot send money by email to someone who does not have a Canadian account and online banking access at their financial institution.

Deposit Anywhere™

Deposit Anywhere is a feature on our mobile app that allows you to deposit Canadian cheques by taking a photo of them and submitting them to our financial institution – anywhere, anytime.

Deposit Anywhere is available within the OCU Mobile App.

App Store | Google Play

Depositing a Canadian cheque with Deposit Anywhere is easy. Open up our mobile banking app, tap the “deposit” button, select the account you’d like the funds deposited to, enter the amount, take a photo of the front and back of the cheque, confirm the details and tap “submit”. The funds will then be deposited securely into your account

No, there are no fees to use this service. But you may incur service charges for various online services depending on the type of account you have. In addition, your mobile carrier may charge you for using your mobile device to access the services provided by OCU’s mobile app.

You can only deposit checks payable in Canadian dollars and drawn at any Canadian financial institution. They must be payable to, and endorsed by, the account holder.

In the rare circumstance that there is an issue with the deposit after you receive confirmation during the deposit, you will be contacted by us.

Yes, your account balance will reflect each successful deposit immediately.

No, once you have submitted the cheques using Deposit Anywhere, you don’t need to send the cheques to the branch. Simply keep them for 90 days before destroying them.

No, the captured cheque will be held for 7 days. Once your available balance is updated to reflect your deposit, the funds are available. Feel free to contact us if your needs require immediate access.

Yes, as a feature of our mobile banking app, Deposit Anywhere meets the same high standards as our mobile and online banking services.

The safety and security of our members is our top priority. A Strong PAC strengthens your current PAC by adding certain requirements, like upper and lower case letters, numbers and special characters. These new requirements will help to protect you against cyber security attacks and fraud losses through online and mobile banking.

You can change your PAC at any time through MemberDirect or your mobile app. See below for specific instructions for each platform.

To change your password in MemberDirect, select “Forgot Password” at the login page. You will need to enter your member number and the last three digits of your social insurance number. A code will be sent to your registered device, which you will need to enter into online banking to change your password.

You can also change your password within online banking. Select “Change Personal Access Code” under the Profile and Preferences menu.

The new password requirements will be outlined when you change your password. See below for the specific requirements.

To change your PAC in the mobile app, select “forgot password” at the login page. You will need to enter your member number and the last three digits of your social insurance number.

You can also change your password when logged in to the app. Select “Settings,” and then “Change Personal Access Code.” This will bring you to a screen where you can change your password.

The new password requirements will be outlined when you change your password. See below for the specific requirements.

   

  • 9 to 30 characters.
  • Upper case (capital) letters. Examples: A,E,R
  • Lowercase (small) letters. Examples; a, c, l
  • Numbers. Example: 2, 4 , 7
  • Symbols and special characters. The only mutually accepted characters are:  – . , # : ? | ( ) ´ \ / @ $ !

If you have enabled Quickview, you’re allowing the app to retrieve and display balances using a stored PAC, which is now incorrect. This will eventually lock the user out.

Call the branch if you are locked out of your account: 250-495-6522

Help in Member Direct: Select the “Help” link on the bottom left of your screen. Then select “Change Personal Access Code.”

Help in the Mobile Banking App: In your mobile banking app, select the help (?) button in the top left of your screen. Select “How do I change my password in the app?”

Cheques

You can order new cheques online through MemberDirect.

  • Select “Account Services”
  • Select “Order Cheques”
  • Enter the required information
  • Select “Continue”

To stop a cheque, login to online banking, select “Services” from the menu and then “stop cheque.” You will need the cheque number and the cheque amount. You can also call the branch to request a Stop Payment: 250-495-6522. You will need all 12 digits of your account number.

OCU’s transit number (or branch number) is 15110.

Our Institution number is 809.

OCU provides a direct deposit form that can be used in place of a void cheque. View and download the form here.

Other Services

To set up pre-authorized payments so you never forget to pay a bill, contact the company you want to pay. To provide them with your banking information, OCU offers a pre-filled direct deposit form that contains all the information required in place of a void cheque which you can download and print here.

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