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Help Center

Simple Solutions for Better Banking

Browse our list of frequently asked questions to find a solution to your issue. Don’t see your question? Call 800-522-2748 to speak to one of our Member Service Representatives or fill out our contact form.

  • Membership Questions

    Can anyone become a member?
    Credit unions are restricted by federal law to serve only a defined and approved field of membership. You must be within La Cap’s field of membership or be a relative of a member in order to open an account. La Cap’s field of membership covers many groups and areas. To find out if you are within our field of membership, check your membership eligibility or call us for more information at 800-522-2748 or 225-342-5055.

    How do I become a member?
    There are several ways to become a La Cap member:

    1. Open an account online.
    2. Visit any La Cap branch and speak with a La Cap representative.
    3. Call our Member Service Line at 800-522-2748 or 225-342-5055.

     
    What type of account do I need to open?
    A deposit type account must be opened. Deposit type accounts include savings, checking, share certificates, and IRAs. Simply open the account type of your choosing and deposit the minimum required balance amount for that account.

    Can my family members use La Cap, too?
    Yes, members of your immediate family including your spouse, children, parents, brothers, sisters, stepchildren, stepparents, grandchildren, grandparents, and their spouses are eligible for La Cap membership.

    Are my funds insured at the credit union?
    Your savings are federally insured to at least $250,000 and backed by the full faith and credit of the United States Government.

    The NCUA  is the independent agency of the U.S. Government responsible for managing the National Credit Union Share Insurance Fund (NCUSIF). Congress established the NCUSIF in 1970 to insure member share accounts against loss within specified legal limits.

    If I change employers, do I have to cancel my membership?
    No, you do not have to terminate your membership if you change employers or move — once a member, always a member.
     

  • Accessing Your Accounts

    Online and Mobile Banking
    We strongly encourage you to use La Capitol’s digital tools and other resources for self-service banking and 24/7 account access. You can access your accounts online or by using the La Cap Mobile app at your convenience. From there, you can make payments, view transactions, check balances, deposit checks, find ATMs and more. If you have not already enrolled in home banking, start today.

    La Cap Card Manager App
    The La Capitol FCU Card Manager App will help you manage your debit and credit cards securely and conveniently. You can lock/unlock your card, make payments, set alerts, view transactions, and more. Click here to learn more.

    Telephone Banking
    La Capitol’s telephone banking service, TEL-a-CAP, gives you quick account access around the clock. Simply dial 800-835-2227 or 225-342-9123 to perform a variety of actions in just one call. Click here to learn more. 
     

  • Online Banking

    How do I enroll in online banking?
    Visit our Online Enrollment page to register for online banking on your La Cap account. 

    Can I change my Login ID and/or password?
    Once you have successfully logged into the system, you can change your username and/or password through the Settings > Security Preferences menu.

    Can I add another contact number?
    Once you have successfully logged into the online banking system, you can update your preferred contacts via Update Contact Info found in the Services Menu.

    How do I nickname an account?
    To change how your account is displayed, click on Settings, then Account Preferences.  Find the account you want to nickname, and click on the pencil icon next to the account name.  

    Is the code I received by phone or text message my new password?
    No, it is only a temporary access code. Never enter a secure access code on the login page as a password or as an existing password when instructed to change your password or establish a new password.

    What if I forgot my username?
    You can retrieve your username by clicking on the “Forgot Username?” link. A text message to securely verify your identity will be sent to the cellphone number on your account's file. You must have a cellphone number on file to use this feature. If you forget your username and do not have a cellphone number on file, please contact us. We will be required to securely verify your identity.

    The system has warned me that one more unsuccessful login attempt will lock my account.  What are my options?
    If you have unsuccessfully tried to login and have been warned that one more unsuccessful entry will lock your account, you may choose the Forgotten Password process. That process will enable you to reset your password to something you can remember without the risk of locking your account. If you choose to try to login one more time and fail, you will be required to contact us to unlock your account.

    I have been locked out of the system due to entering the wrong Login ID or password too many times.  How do I unlock my account?
    If you have locked your account due to several unsuccessful login attempts, for your security, you are required to contact us to unlock your account.

    How do I identify the primary owner of a joint account?
    Click on the account and select Details & Settings. At the bottom of the details, you will see the primary owner listed.

    Who else can see my joint accounts?
    Anyone you share online banking login credentials with can see your joint accounts. If you share your online banking login credentials (username and password) with a spouse or family member, they, too, will be able to see your entire banking relationship with La Cap when they log into online banking.

    If you no longer wish to share credentials, you will need to change your password and notify the joint owner to enroll in online banking separately.  

    How do I hide a joint account?
    If you do not like seeing all of your accounts in online banking, you have the option of hiding them. To do this, log in to online banking, choose Settings, select Account Preferences, and then select the account(s) you want to hide. Slide the Account Visibility switch to hide or unhide an account.
     

  • Registering Your Computer

    Why am I being required to register each device I use to access online banking?
    To protect your account safety, in addition to your username and password, our online verification requires us to deliver you a one-time secure access code via something only you possess (for example, your telephone). Once you receive the secure access code and enter it into our system, we will remember your devices and browsers and mark your browser with a cookie and/or other browser-specific object.

    Registering your devices adds a strong layer of security to your online accounts. No other unregistered devices in the world can access your online information, even if your username and password were compromised. Once we register your devices and browsers, you will only be required to enter your username and password on future logins.

    I registered my device during a previous login, but the system is asking me to register it again.  Why?

    • There are several reasons this may happen, including:
    • Your browser settings are set to delete cookies, or your browser cookie for online banking has been deleted since the last time you logged in.
    • Your online profile is set to require a secure access code delivery each time you log in.
    • You are logging in via a different browser on the same registered device. Each browser (i.e. Chrome/Internet Explorer/Firefox/Safari) must be individually registered.
    • We have reset all active registrations on the system for security purposes.


    How do I remove the registration from a device that is no longer mine?

    You can remove the registration of a device/browser by deleting your cookies, or only the cookie related to our online site. Please see your browser help for assistance in deleting cookies. You can also call us and ask to have all registered devices reset.
     

  • Online Banking Tips and Tricks

    Nickname Accounts
    There is an easy way to nickname your accounts so that you don't have to go back and forth in the account overview to determine which account is which. Use the nicknaming account directions from above for this section. The nicknames will then appear in the Funds Transfer drop-down box and in the account overview screen.

    Member to Member Transfers
    To perform a member-to-member transfer, you must have the 4-digit account suffix. Numerical information must be entered.

    Example: 0058, 0066, 0072, etc. Account suffixes can be found online or on your statement.

    eBills in Bill Pay
    For each payee that is eligible to accept an eBill, there is a link that will need to be clicked under the payee name. A username and password will be required. Terms of agreement will also need to be accepted.

    Bill Pay Process/Due Date
    Funds for bills paid electronically will be deducted up to four days prior to the due dates (depending on weekends and holidays). Bills for vendors who do not accept electronic payments and are paid by check will be deducted up to seven days prior to the due date (depending on weekends and holidays). The deduction occurs on the processing date. When you choose a date on the calendar you are choosing the date the payment needs to arrive and the process date shown beneath it will be the day the money is deducted from your account.

    Update an Email Address
    To update the contact information on your online account, go to the Services menu and click on Update Contact Info. Here, you will be able to update your email address, phone number, and address.

    Statements & Tax Documents
    To view your regular statements and yearly tax documents, click on the Accounts menu and select eStatements. You will be able to view/print up to 18 months of statements.

    Wires
    Please NOTE: You will have to request that this feature be turned on by calling us at 800-522-2748.
    The wire option can be found under the Commercial/Wires menu.

    Access online wire procedures

    Touch ID
    The Touch ID feature can be enabled after you log into the app, and navigate to the Settings section. Select Security Preferences, turn the Touch ID option On, and agree to the Terms & Conditions. You will then need to re-enter your username and password, and place your finger on the Touch ID box that appears to complete setup. You will still always have the option to switch to use the standard login.

    Facial Recognition
    You have the option to confirm entry into a mobile banking session using Apple’s Touch ID sensor/facial recognition (only on iOS 10 or greater) instead of a username and password. By enrolling in this feature, you will be prompted to place your registered fingerprint on the Touch ID sensor of your iOS device to authenticate your session. This feature can be enabled under the Settings/Security Preferences menu.  You will need to switch Touch ID to “On” and then accept the Terms & Conditions.  You will then be required to re-enter your username and password. The app will then be able to utilize the Touch ID/facial recognition information already stored within your device.  You will always have the option to switch to use the standard login.

  • Transactions

    How do I set up an external account?
    By going to Services > Add External Account, you can submit a request to associate an external account (at another financial institution) with your online banking login. You can then use this account with the Funds Transfer feature on the Transactions menu and move funds to and/or from this account to your accounts listed here in the online banking system. After entering the required information, click submit to register your request with the online banking system.

    Two deposits will be made to the account that you have entered here (typically within five business days). Once you have received these two deposits, note the amounts. Then, go to Services > Verify External Account menu. You will enter these amounts to verify your ownership of the external account, and it will become available for use in making external transfers.

    Can I set up a recurring transfer?
    Yes, under Transactions > Funds Transfer you have the ability to initiate a one-time or recurring transfer. Funds transfers can be made to either a La Cap account or to an external account, once that account has been set up and verified.

    How do I cancel a single instance of a recurring transaction?
    You can cancel a single occurrence of a recurring transaction in the Accounts > Activity Center menu. Note that each recurring instance of the transaction is scheduled only when the previous instance of the transaction has been processed or completed and is displayed under the Accounts > Activity Center menu. Under the Single Transactions tab, find the transaction and click on the blue Actions tab located to the far right of the transaction you wish to cancel. Select Cancel. The transaction will be canceled without affecting the other occurrences of the transaction.

    Can I modify a recurring transaction?
    Yes, you can now modify recurring transactions. In the Accounts > Activity Center menu, choose "Recurring Transactions", then click on the 3 dot menu. A drop-down menu will appear, click on “Edit Series”, make changes, and click “Transfer Funds”.
     

  • Services

    How do I know if I have a message in my mailbox?
    You can log on and navigate to your messages menu.

    Are my messages and any attachments sent securely?
    Yes, the transport of your message is SSL encrypted and is never sent through public, unsecured communication channels like email communication.

    Is my change of address request immediate?
    Yes.

    What is a Stop Payment?
    A Stop Payment request is an order by the writer of a check that the payment should not be honored. This may be related to failure of a merchant to provide services or due to potential fraud-related activity on the account. There is a fee for stop payments.

    Does a Stop Payment request guarantee that the payment will be stopped?
    No, an online request to stop payment on a check or series of checks does not guarantee that the check(s) will be stopped, as the item(s) may have already been processed and posted to your account.

    If I use remote deposit, what do I do with my paper checks?
    If you use remote deposit, you still need to keep the original checks for a period of time. The following terms are displayed when you enroll in online banking: I must securely store each original check. I understand this means the original check(s) must be accessible after using Mobile Banking to make a deposit for a period of 60 days after transmission to you. If I am using the Service to deposit items into an account in the name of a Business to which I am a party I understand this means the original check(s) must be accessible only [under dual control] by my authorized personnel, that I deposit using the Services for a period of 60 days after transmission to you. Persons who have access to the stored checks must be fully bondable and have passed a thorough screening. After such period expires, I will destroy the original check. I understand and agree that I am responsible for any loss caused by my failure to secure the original checks.
     

  • eStatements

    What are the benefits of eStatements?

    • Increased Security - eStatements are password-protected by your Online Banking login credentials. Plus, they will not get lost in the mail or delivered to the wrong address, unlike paper statements.
    • Immediate - eStatements are electronically delivered as soon as they're available.
    • Reduce Clutter - You'll have less mail, less paper, and less clutter.
    • Environmentally Friendly - Households that switch to eStatements save an average of 6 lbs. of paper each year.
    • Cost Savings Are Passed on to La Cap Members - Lower costs mean better rates!


    How do I enroll in eStatements?

    To sign up for eStatements, you must already be signed up for Online & Mobile Banking. If you are signed up for Online Banking, follow the steps below to turn on eStatements.

    1. Log in to your account.
    2. Click on Accounts in the Home menu, then select eStatements.
    3. Follow the on-screen prompts.


    I was enrolled in eStatements but I received a paper statement.  Why?

    If an email sent by La Cap is returned to us as an “undeliverable” or bad address, the associated account will automatically be unenrolled from eStatements and be subject to the standard monthly service charge for that account type. If an account is unenrolled in eStatements for this reason, the account can be re-registered for eStatements after a valid email address has been added to the account in Online Banking. For enrollment in eStatements to take full effect, the account holder must successfully view an eStatement online after enrolling.
    Please remember to update your email address in Online Banking if your email address changes.

    What should I do if I change my email address?
    Update your email address in Online Banking then click on eStatements to re-verify your ability to view eStatements. If you do not click on eStatements and follow the on-screen instructions, your email will not be fully updated.

    How will I know when my eStatement is ready to be viewed?
    You will receive an email notification from us when a new eStatement is available. Email notifications will be sent to the email address you provide when you enroll in eStatements.

    How do I view my eStatements?
    Login to Online Banking, and click eStatements under the Accounts menu.

  • Alerts

    What are security alerts?
    You can set up security alerts to set up notifications that let you know when certain security events happen. By default, you may already have some alerts selected that you may not deselect. If you enter multiple delivery channels (email, phone, and/or text if applicable), you will get the same alert in all selected channels.

    Where can I set up security alerts?
    Security alerts are under the Settings > Alerts menu.

    When are alerts delivered?
    When triggered, secure messages and email alerts are delivered one business day after all of your transactions have been processed. Phone and text message alerts are delivered at the time you select on any day that the alert is triggered.

    Are security alerts real-time?
    Yes, security alerts are event-driven and are sent in real-time; therefore, you may not enter a time at which you would like to be notified.

    What is the difference between a phone notification and an email notification?
    An email notification, because it is delivered over public email, contains no detail on the alert, only that it has been triggered. On the other hand, a phone notification will provide more alert detail.

    What if I don't receive a phone alert?
    If you miss the alert call, our alert system will leave a message on voicemail. If you believe you did not receive a phone call, please check your messages under the Messages menu to confirm receipt. If there is not an alert in the secure mailbox, confirm that the alert is enabled. If you still believe you did not receive an alert, please contact us.

    Note: Email, phone, and text message alerts are a convenience and should not be used to manage critical account details or appointments, as they are not 100% reliable delivery channels. If triggered, secure messages within the online banking system are very reliable, as they are sent within the online banking system.

    What if I don't receive an email alert?
    If you believe you did not receive an alert email, please check your messages under the Messages menu to confirm receipt. If you received your secure message, but not your email, check your Junk email folder first. If your alert is delivered as junk mail, configure your junk mail settings to allow email from our email address. If there is no alert in your online secure mailbox, it was not sent. Confirm that the alert is enabled. If you still believe you did not receive an alert, please contact us.

    Note: Email, phone, and text message alerts are a convenience and should not be used to manage critical account details or appointments, as they are not 100% reliable delivery channels. If triggered, secure messages within the online banking system are very reliable, as they are sent within the online banking system.

    Can I disable an alert without deleting it?
    Yes, you can edit an alert and turn on/off the Enabled box to render the alert inactive.
     

  • Automated Fraud Alerts

    What is the purpose of Automated Fraud Alerts?
    We are monitoring your card activity to identify transactions that are not within your usual patterns. If we suspect a transaction may be fraud, we will mark that transaction as suspect. Automated Fraud Alerts allows us to contact you using electronic methods. Provide us with your mobile phone number (through registration) and we will text you if a suspect transaction or series of transactions occur. You’ll have the ability to immediately respond ‘Yes – this is Fraud’ or ‘No – this is not Fraud’ and we will take the appropriate action.

    How does it work?

    • A text message and/or pre-recorded voice call may be sent to your mobile device when there is a suspicious transaction(s) identified on your credit or debit card.
    • Simply reply to the text to confirm whether or not you recognize the transaction(s).
    • If you reply to the text that you do not recognize the transaction(s), you will receive a text response back asking you to call Fraud Detection at 1-888-918-7313 to report the fraudulent transaction(s) and close the card. A block will be placed on your credit or debit card to protect from further fraudulent transactions until you call us.
    • If you reply to the text that you recognize the transaction(s), your card will remain available for use.
    • If you do not reply to the text within 30 minutes, a pre-recorded voice call may be attempted at your mobile device and home phone number listed on your account.
    • If you receive a pre-recorded call, please listen to the prompts provided to review and respond to the validity of each transaction that is presented during the call.
    • To reply to the pre-recorded message left on your phone, please call the number provided in the message to tell us whether or not you recognize the transaction(s).


    How much does it cost to use this service?
    If you elect to receive Automated Fraud Alerts via SMS/Text, standard text message and data rates assessed by your mobile carrier apply. Please check with your mobile carrier to ensure that you have 'text messaging' enabled on your mobile phone plan.

    How do I register for SMS/Text Automated Fraud Alerts?

    1. Log in to online banking and look for the Automated Fraud Alert link at the top of the page. If you do not see it, click here.
    2. Click 'Register Here.'
    3. Enter the requested information.
    4. Click ‘Submit.’

    Upon clicking ‘Submit’, a page will display telling you to expect a text message (you are now done with the Website and can close your browser). Reply “Yes” to the text message within 48 hours to complete your registration.

    What information do I need to register my mobile phone number?

    • Text Enabled Mobile Phone Number
    • Card Number
    • Zip Code (what is shown on your card statement)
    • Last 4 of the PRIMARY OWNER’S SSN
    • Card Security Code (usually 3 digits on the back of the card, or 4 digits on the front)
    • Card Expiration Date

    Note: Only one mobile number per card can be registered – if you are joint on the card (both cards have the same number) agree on which person will sign-up for SMS/Text Automated Fraud Alerts. The last number to register will be the phone number on file for alerts.
    What carriers currently participate in this service?
    All major U.S. cell phone carriers participate in Automated Fraud Alerts.

    How long should it take to receive a text message (SMS)?
    Typically responses arrive within one minute but timing may vary.

    I enrolled in the service online and never received a text message to complete my registration.
    Your mobile phone may be blocked from receiving third-party text messages. Check with your carrier and ask them to remove the block from your phone.

    What if I do not have text messaging?
    Text messaging is required for this service. If your mobile phone is able to send and receive text messages but you do not subscribe to this service, you will need to contact your mobile phone provider to add a text messaging feature to your phone plan.

    If I am traveling outside of the U.S., can I receive text message alerts?
    In order to receive SMS Fraud Alerts in a foreign country you will have to have a US phone number, your carrier must support foreign text message delivery and the country you are in must be part of the Global System for Mobile Network.

    Are the text commands case-sensitive?
    No. Commands can be sent as uppercase, lowercase or a mixture of both.

    Can I add multiple phone numbers?
    No. You can only enroll one mobile number per account.

    Why do I receive multiple messages with Pg1/2, Pg2/2?
    Text messages are unique in that they can only hold 160 characters. Some commands require multiple messages to return all of the necessary information.

    Is this service safe and secure?
    Yes. Our first priority is to protect your personal information. We never ask for your account number, personal identification or other personal information via a text message. If you ever receive a text message asking for your member number, account numbers or other personal information, please do not respond.

    If my mobile phone number changes, what do I need to do?
    You will need to complete the registration process to register your new mobile number on the account.

    How do I opt-out of text alerts?
    To opt-out, reply ‘STOP’ to a text alert. You may also unsubscribe by skipping the text instructions and simply contacting customer service. Ask to be un-enrolled for Automated SMS/Text Fraud Alerts.

    How do I opt-out of receiving automated phone call alerts?
    To Opt Out of receiving pre-recorded calls on your mobile device about suspect transactions or potential fraud, please call the number on the back of your card. Ask to be un-enrolled for Pre-Recorded Automated Fraud Alerts – Digital Calls.

    What message do I receive after replying ‘YES’ to confirm successful text enrollment?
    The message you will receive upon successful enrollment is: “Fraud Alert: Thank you for registering for Fraud Alerts.”

    Why did I receive an error message that my account is blocked?
    The system will require you to start the process over if you have entered incorrect information 3 times or if you used the back button during the process. Wait 15 minutes and then click ‘Register’ link to restart the registration process.
     

  • Loan Payment Center

    What information must be provided for registration?

    • Your first and last name as they appear on your accounts.
    • A valid email address.
    • The telephone number on file for your accounts.
    • Your member number (which can be located on your monthly statement or within Online/Mobile Banking).
    •  Your date of birth in MM/DD/YYYY format.
    • Your last 4 digits of your Social Security Number.
    • Your agreement to the Terms of Service.


    Why can’t I complete my registration? / I received the message:  "Sorry, we are unable to verify your account with the details you provided. Please try again."
    You did not enter your information correctly or in the correct format OR you may not have a loan available for payment online.

    Note: The MM/DD/YYYY format is required for your date of birth.
    Please attempt to re-register with the correct info.

    I forgot my password. How can I retrieve it?
    Click the “Forgot your Password?” link. You will need to enter your email address that was used to register for the service. If the email address you entered is registered, then you will receive an email with instructions to reset your password. Please make sure to check your Junk Mail folder.

    How can I check the status of a payment?
    Under the heading "Transaction History" you will be see the status of your payment(s).

    How do I update my account information so I can reset my password in the future?
    You can update your account information by clicking on “User Details” and selecting “Edit”.

    I am not receiving the password reset email.
    Please update your email through Online Banking.

    Can I cancel a payment after I have submitted it?
    No, you cannot cancel a payment once you have submitted it. Please call 800-522-2748 to discuss your options.

    What loans can be paid online through this service?
    All loans, except commercial loans, less than 60 days delinquent where you are the primary or joint can be paid online.

    Can I schedule payments for a future date?
    No, you cannot schedule payments in the future at this time.

    Can I set up automatic payments online?
    Automatic payments can be set up in Online Banking. You can make automatic payments from your La Cap accounts or make payments from other financial institutions. To schedule an automatic payment from another financial institution, you must first register your external accounts in Online Banking.

    I'm having trouble logging in - what can I do?
    If you’re using Google Chrome, be sure to clear your cache, exit the browser and re-start it. If you’re using another browser, try using Google Chrome as it is more compatible with our system. If you are still having issues logging in with Chrome after clearing your cache and exiting, check your internet connection.

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