Help Center

   

Simple Solutions. Better Banking.

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.

 

  • 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 Personal Assistance 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). The NCUSIF was established by Congress 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.

  • Logging in to Online Banking

    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.

    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.

    I have forgotten my Login ID.  What do I do?

    If you forget your username, 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.

    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.

  • Registering Your Computer

    Why am I being required to register each device I use to access online banking?

    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.

    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.

  • Accounts

    Can I nickname the accounts displayed on this page?

    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.

    How do I know how much history is available for an account?

    The oldest transaction available for the selected account displays at the bottom of the Account History page.

    When I download my history to Quicken or Quickbooks, it does not launch the application automatically.  Why?

    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.

    Why does the data not display on the page when I export my account history?

    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.

    How is the Activity Center different from Account Details?

    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.

  • 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 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.

    Can I modify a recurring transaction?

    No, recurring transactions may only be created or canceled.

  • Services

    How do I know if I have a message in my mailbox?

    You can log on and navigate to your messages menu.

    Is the content of my message 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 by 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 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.

  • Preferences

    When are alerts delivered?

    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.

    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 in a phone notification versus 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.

    Where can I set up security alerts?

    Security alerts are under the Settings > Alerts menu.

    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.

    How will my user profile information be used?

    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.

  • Mobile Banking

    Mobile Banking

    Available text commands:

    • BAL or BAL <account nickname>  - Request account balance
    • HIST <account nickname> - Request account history
    • XFER <from account nickname> <to account nickname> <amount> - Transfer funds between accounts
    • LIST - Receive a list of keywords
    • HELP - Receive a list of contact points for information on text banking (for example, a website or phone number)
    • STOP - Stop all text messages to the mobile device (for text banking and SMS alerts/notifications)
  • Online Banking Tips & 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. 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.

    Member to Member Transfers

    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.

    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.

    Money Manager

    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.

    Requesting Money Manager Technical Assistance

    1. Login to your La Cap account, then click on Money Manager.
    2. When Money Manager loads, click on Help.
    3. Fill out the Help support ticket for your particular issue.

    Quicken

    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.

    Windows

    Quicken for Windows 2011-2014 Express Web Connect

    Quicken for Windows 2011-2014 Web Connect

    Mac OS

    Quicken Essentials for Mac 2010 Express Web Connect

    Quicken Essentials for Mac 2010 Web Connect

    Quicken for Mac 2006-2007 Web Connect

    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 a year’s worth of statements.

    Wires

    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.

    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.

  • 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 FCU Members - Lower costs mean better rates!

    How do I enroll in Online Banking?

    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.

    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.

  • 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.
    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?

    Log in. 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?

    Upon successful log in, 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 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.