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Browse our list of frequently asked questions to find a solution to your issue. If you don’t see your question listed, call 800.522.2748 to speak to one of our Personal Assistance Line Specialists or fill out our contact form.
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.
There are several ways to become a La Cap member:
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.
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.
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). The NCUSIF was established by Congress in 1970 to insure member share accounts against loss within specified legal limits.
No, you do not have to terminate your membership if you change employers or move — once a member, always a member.
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.
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.
If you forget your username, please contact us. We will be required to securely verify your identity.
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.
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.
Once you have successfully logged into the system, you can change your username and/or password through the Settings > Security Preferences menu.
In today's online environment, login ID/password access to your financial information is no longer considered sufficient to securely verify your identity. Therefore, in addition to your login ID 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. This means that no other unregistered devices in the world has access to your online information, even if your login ID and password were accidentally or unintentionally compromised. Once we register your devices and browsers, you will only be required to enter your login ID and password on future logins.
There are several reasons this may happen, including:
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.
Yes, you can change the default display name for any account by navigating to the Settings > Account Preferences menu and entering your preferred nickname for some or all of your accounts. Your chosen nickname will be used instead of the default name or account number throughout the online banking system.
The oldest transaction available for the selected account displays at the bottom of the Account History page.
There is no association for the file type to the application. The easiest way to create the association is to save the download file to your desktop the first time, right-click on the file and choose Open with. This allows you to select Quicken or QuickBooks from a list, depending on the downloaded file type. The next time you download your history, the program should launch automatically.
This behavior is intentional to minimize download time. When you choose to export your data, the time it would take to display the data on the page is generally unnecessary. If you wish to display the data first, click Display Results and Submit to first show the data, then click Export to File to complete the export.
The Activity Center contains all transactions initiated via online banking, but does not include transactions made via other means, like ATM or debit/credit card transactions. This page also shows the status of each electronic transaction as it moves from a drafted status to approved, then processed.
In contrast, the Account Details page is a record of processed and cleared transactions against your account from all sources, not just online banking. Additionally, account history does not include transactions that have been drafted/approved/canceled via online banking, but only those that have already cleared or will clear your account the next processing day.
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.
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.
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 Recurring 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.
No, recurring transactions may only be created or canceled.
You can log on and navigate to your messages menu.
Yes, the transport of your message is SSL encrypted and is never sent through public, unsecured communication channels like email communication.
Yes.
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 by a merchant to provide services or due to potential fraud-related activity on the account. There is a fee for stop payments.
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 you use remote deposit, you still need to keep the original checks for a period of time. The following terms are displayed the first time you use remote deposit and must be accepted in order to use this service: 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.
When triggered, secure message and email alerts are delivered immediately after all of our transactions have been processed. Phone and text message alerts are delivered at the time you select on any day that the alert is triggered.
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.
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.
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.
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.
Yes, you can edit an alert and turn on/off the Enabled box to render the alert inactive.
Security alerts are under the Settings > Alerts menu.
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.
Your profile information may be used within the online banking system to pre-populate certain data or forms. In addition, we may rely on this profile contact information to contact you regarding online banking-related issues or to provide you information on these services; therefore, it is important to keep this information up-to-date.
Available text commands:
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. To do this, you will need to go to the Settings menu, click on the Account Preferences option. Click on Online and enter a nickname in the blank field located under each account. The nicknames will then appear in the Funds Transfer drop down box and in the account overview screen.
To perform a member-to-member transfer, you must have the 2-digit account suffix. Numerical information must be entered.
Example: 58, 66, 72 etc. Account suffixes can be found online or on your statement.
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.
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.
If you are having problems adding accounts, please reach out via Help & open a support ticket to Money Manager support staff. They will contact you to resolve your issues.
Credit cards, including a credit card you have with La Cap, will not automatically appear in Money Manager. They will need to be added.
Money Manager comes with 90-days of your account history.
In order to use Quicken, you will need to deactivate your links to La Cap’s online banking in Quicken and then reactivate them. The instructions vary slightly depending on which version of Quicken you are using.
Quicken for Windows 2011-2014 Express Web Connect
Quicken for Windows 2011-2014 Web Connect
Quicken Essentials for Mac 2010 Express Web Connect
Quicken Essentials for Mac 2010 Web Connect
Quicken for Mac 2006-2007 Web Connect
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.
To view your regular statements and yearly tax documents, click on the Accounts menu and select eStatements. You will be able to view/print a year’s worth of statements.
Please NOTE: You will have to request that this feature be turned on by calling us at 800.522.2748, option 1.
The wire option can be found under the Commercial/Wires menu.
Click here to access online wire procedures.
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.
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.
You must enroll yourself in Online Banking, but it’s quick and easy. Just click here and complete the enrollment form.
For more information about Online Banking, click here.
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.
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.
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.
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.
Login to Online Banking, and click eStatements under the Accounts menu.
• 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.
You did not enter your information correctly or in the correct format OR you may not have a loan available for payment online.
MM/DD/YYYY format is required for your date of birth.
Please attempt to re-register with the correct info.
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.
Log in. Under the heading "Transaction History" you will be see the status of your payment(s).
Upon successful log in, you can update your account information by clicking on “User Details” and selecting “Edit”.
Please update your email through Online Banking.
No, you cannot cancel a payment once you have submitted it. Please call 800-522-2748 to discuss your options.
All loans, except commercial loans, less than 60 days delinquent where you are the primary or joint can be paid online.
No, you cannot schedule payments in the future at this time.
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.
If you’re using Google Chrome, be sure to clear your cache, exit the browser and re-start it. If you’re using Internet Explorer, you may 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.
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.
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.
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.
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.
AT&T, Sprint, T-Mobile, Verizon Wireless, Cricket, US Cellular Corp, nTelos, CellSouth, Cellcom US,
Carolina West US, Alaska DigiTel, Bluegrass, Cell 1 East Cent IL, Illinois Valley, Immix, Inland, Nex Tech Wireless, ACS Alaska, Golden State US, Thumb Cellular US, Viaero Wireless US, Plateau US, West Central WCC, Iwireless, MTPCS, NW Missouri Cellular USA, Chat Mobility USA, SRT Wireless USA, SouthernLinc Wireless USA, Union Wireless USA, AIO Wireless aka Jasper, Panhandle USA, Flat Wireless USA, Copper Valley USA, Cablevision-Interop USA, Leaco Rural Telephone USA, Pioneer Wireless US, United Wireless, Appalachian Wireless, MTA Communications, Element Mobile, DTC Wireless US, Pine Cellular, Sagebrush Cellular USA, Chariton Valley Cellular, Bandwidth via ClearSky USA, Epic Touch USA, CTC Telecom Mosaic USA, Peoples Wireless USA, Duet IP Wireless Communications Venture USA, RINA USA, Siwireless USA
MobiPCS USA, Cellular One NE AZ USA
Typically responses arrive within one minute but timing may vary.
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.
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.
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.
No. Commands can be sent as upper-case, lower-case or a mixture of both.
No. You can only enroll one mobile number per account.
Text messages are unique in that they can only hold 160 characters. Some commands require multiple messages to return all of the necessary information.
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.
You will need to complete the registration process to register your new mobile number on the account.
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.
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.
The message you will receive upon successful enrollment is: “Fraud Alert: Thank you for registering for Fraud Alerts.”
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.
