| Frequently Asked Questions
If you have any questions that are not
answered by this FAQ section, you can email us at mail@dayair.org,
or call 643-2160, or 888-329-2472.
What is PCU?
Personal Credit Union (PCU) is our PC Account
Access Service. This free service provides a secure
way to access your accounts from your personal computer
24 hours a day, seven days a week.
How do I access PCU?
Once you are a registered user of Day Air’s PCU,
simply click on one of the PCU icons on Day Air’s
home page, and enter your User ID (account number), and
password. New
users must register for PCU by an online
form, email, regular
mail, or by calling the credit union during business
hours. A user ID and password will be assigned. By accessing
PCU, you agree to all terms and conditions as specified
in the Membership and Account Agreement.
Why was I asked to change my password the first
time I signed on?
By having you change the password we assigned,
you can be assured of complete confidentiality for
your account.
Can I change my password?
Absolutely. Anytime you want to change your
password, from within PCU, click on Preferences, then
Change Password. Your password can be from 4
to 10 alphanumeric characters. When creating your password,
remember that passwords are case-sensitive.
I can’t remember my password. What do
I do?
There are a couple of options:
If
you have set-up the “Forgot your password” security
question (see below), and haven’t entered the wrong
password three times locking yourself out (this is a
security feature), you can use this feature to regain
access by resetting your password anytime for ultimate
convenience.
You
can email us and
we’ll reset your password and respond to your email
within one business day.
You can call us during
normal business hours, and we’ll reset your
password immediately.
How do I set-up
the “Forgot your password” feature for
PCU?
You should set-up this feature as soon as you sign-up
for PCU, while your password is fresh in your mind. While
in PCU, click on Preferences, then Password Reset. Choose
your security question, and enter your answer.
How do I use “Forgot
your password?”
On the PCU log-in page, below where you enter your
User ID and Password, there are the words, "Forget
Your Password?" This will allow you to answer your
security question and enter a new password so you can immediately
access PCU. Note: This feature will not work if you’ve
been locked out of PCU. In this case, you’ll need
to contact us via email or
phone and we’ll reset your account.
How long can I use PCU per session?
You have unlimited transaction time, but if your connection
is inactive for 10 minutes, your session will automatically
log off.
Is my account information secure?
Yes. Ensuring privacy and security of your
account and personal information is our top priority.
We do not store member information on our web server
that is accessed by the public. Layers of security
include automatic sign-off, encryption, firewalls,
and password lockout:
Automatic Sign Off – Sometimes you may be using
a remote computer when you’re banking online,
so remembering to sign off is very important. However,
if you do forget to sign off, PCU will automatically
sign off for you after 20 minutes of inactivity. This
will prevent anyone from accessing your account.
Encryption – Day Air uses different types of technology
to ensure the confidentiality of its transactions through
the Internet, such as Netscape’s SSL protocol.
SSL is an open protocol for securing data communications
across computer networks which provides secure channels
for data transmission through encryption. SSL also
provides transfer capabilities of digitally signed
certificates for authentication procedures. Certificates
of authentication offers message integrity, ensuring
that data cannot be modified after it is sent.
Firewalls – The credit union is protected by a
firewall, which is a barrier between the outside Internet
and the internal credit union network. The firewall
verifies each network packet and determines whether
to permit access. All incoming traffic is actually
addressed to the firewall, which only allows pertinent
information to flow into the credit union.
Password Lockout – In order to use PCU, you need
to know a unique password. If someone else is trying
to enter a password to view your banking information,
he/she won’t get very far. PCU allows only 3 chances
to enter a password. After 3 failed attempts, it is
determined to be fraudulent activity and the account
is “locked out.” No further log in attempts
will be allowed. Contact a Day Air Credit Union representative
to regain access.
Can I bookmark PCU?
For security reasons, we recommend that you
bookmark our home page, www.dayair.org,
rather than PCU.
What software do I need?
To use PCU, you’ll need any one of the
following web browsers to provide security for your transactions
through data encryption and 128-bit encryption:
- Microsoft
Internet Explorer (IE) version 5.01 or higher
- Netscape
Communicator version 4.7 or higher
- America
Online version 6.0 or higher
Note: Java script must be enabled for all of the above
browsers. For the Netscape browser, “Netscape messenger
and MAPI” should also be enabled. Also, “cookies’ must
be enabled. For further information on “cookies,” please
read the section, “What
are cookies?”
Today, most computer systems come pre-installed with
one or more of these browsers. Some are also available
for downloading off of the Internet (http://www.microsoft.com or http://www.netscape.com).
What is a browser?
A browser is a software package that allows
you to view information (Web pages) that is on the
World Wide Web. Some examples of browsers are Microsoft
Internet Explorer and Netscape Navigator.
How do I determine which browser version I'm
using?
To determine which browser version you are
using:
For Internet Explorer: Select HELP in the menu bar, then
select ABOUT INTERNET EXPLORER.
For Netscape Navigator: Select HELP in the menu bar,
then select ABOUT NETSCAPE NAVIGATOR.
For AOL: Press Ctrl-R. Please see the section, I
use AOL...for further information.
What are the required browser settings?
Within your browser Internet Options (IE) or Preferences
(Netscape), you are required to enable Java, enable cookies,
and have security set to medium security. The highest
security prevents any site from loading necessary files
onto your computer; however, PCU requires the need to
place cookies onto your system for security verification.
Do I need an Internet Service Provider (ISP)
for PCU?
Yes. Because the PCU system is Web-based,
you must have internet access through a provider. There
are many in the area to choose from. Before you sign
up with a service provider, make sure that the number
you dial for internet access is toll-free.
I have a Macintosh. Can I use PCU?
Yes! The PCU system allows anyone with browser
software to connect-no matter what brand of PC is used.
I am receiving an incorrect or invalid login
message. What can I do?
There are several things you can try to correct
this situation. First, you should verify that your account
number was typed correctly. If your account number begins
with a zero, do not type the leading zero when entering
your account number. For example, if your account number
is 0123456, you will need to enter your account number
as 123456.
Likewise, you must also enter any trailing zeros. For
example, if your account number is 12345000, you must
enter the full number; not just 12345.
Also, keep in mind that your password is case-sensitive.
If you entered your password in lower case, try it again
in uppercase, or vice-versa.
If you have tried unsuccessfully more than three times,
it is possible that your account has been locked. One
of our many security features is that an account is locked
after three unsuccessful attempts are made to access
it. If you suspect this may have happened, please contact
us immediately either by phone at 643-2160 or 888-329-2472,
or by e-mail at mail@dayair.org.
I am receiving a message about a Java-related
error. What should I do?
To use PCU, you must use a browser that is
Java-compatible. You must be using versions of Microsoft
Internet Explorer, 5.01 or higher, and Netscape Navigator
that is 4.7 or higher. For AOL users, the version number
should be 6.0 or higher. You must also make sure that
you have selected to make Java active in your browser.
I am receiving the message "The Internet
site you are trying to view uses a security certificate
that was signed by an unknown authority. This page
cannot be viewed." What do I do?
This simply means that the browser you are using is of
an older version that does not understand the high-level
encryption that PCU uses. In order to ensure a secure
connection, you must upgrade your browser.
When I attempt to log into PCU,
I get a message stating that my session has timed out
and I am not allowed to login. Why is this happening
and how do I get into PCU?
Microsoft has announced that they have discovered a bug
in their code of Internet Explorer version 4.0 through
6.0 causing this issue. The issue exists only for those
computers where the Content Advisor has been enabled.
The workaround until Microsoft has resolved this issue
is as follows:
1. On your computer, from
within your browser, select Tools on the Menu Bar (top
of your browser window), then click on Options.
2. On the Content tab,
under Content Advisor, click Disable.
I use America Online (AOL) and am unable to
log into PCU. What can I do?
You must use AOL Version 6.0, 32 bit or higher.
Older versions of AOL may use browsers that do not support
some of the technology required to use PCU's functions
- i.e. security and graphics.
Determine Your AOL Version:
1. Start the AOL program (you do not need to
actually make a connection via the modem).
2. Enter CTRL-R.
3. The version number will be displayed. You must see
Version 6.0, 32 bit or higher. You must also see the
I.E. (Internet Explorer) version number. The I.E. version
number must be 5.01 or higher.
Upgrade Your AOL Version:
If you discover that the AOL version number
is lower than 4.0, 32 bit, you will need to upgrade your
AOL connection to use PCU.
1. Log onto AOL with your modem.
2. From your AOL Connection, enter KEYWORD: UPGRADE.
3. AOL will then provide you with directions and the
process for upgrading your AOL Connection.
Upgrading Your AOL Internet Browser Version
If your AOL version is 6.0, 32 bit or greater,
but your version of Internet Explorer is not at least
IE 5.01, you must upgrade your Browser.
1. Log onto AOL with your modem.
2. From your AOL Connection, enter KEYWORD:128 BROWSER.
3. AOL will provide directions and the process for upgrading
your AOL Connection.
This information has been provided from AOL. For AOL
Customer Support, please call: 1-800-827-6364.
*If you continue to have a problem using PCU, another
solution is to use the Netscape browser through your
AOL connection. To do this, make sure that you have obtained
a copy of the Netscape software, either via Netscape's
website or a retail store. Then, connect through AOL
and then start the Netscape application.
Using Netscape in this way bypasses the preferences
stored in AOL for the special version of the AOL/Internet
Explorer browser that is an integrated part of AOL. Also,
because AOL uses a special version of Internet Explorer,
using the stand-alone version of Internet Explorer will
not change the problems you are having.
Day Air Credit Union is unable to provide
computer or software support answers for the use
of AOL or any other browser.
The security message "You have requested
a secure document..." keeps popping up. What should
I do?
PCU is a fully secure application. Your browser
will display this message each time a new screen is
accessed, if you have not disabled security warning
messages. To eliminate the need to confirm each secure
page, check off the option to not show the secure warning
message.
I keep getting a blank screen or a screen with
missing images. What is causing this?
You must have cookies enabled in your browser.
There are ways to limit cookie usage on your PC. These
options are set in your browser preferences. You can:
(1) disable all cookie use,
(2) accept all cookies, or
(3) prompt for each cookie.
It is up to the individual to specify his preference.
If you choose to disable all cookie use, you must manually
enable them before using PCU and then disable them again
after your session is complete.
What are cookies?
Cookies are small files loaded onto a user's
PC which "communicate" with a web server.
These cookies store a profile which lets the web server
know certain demographics about the PC being used (possibly
hardware components and/or software used) as well as
specific preferences for the PC user. This allows the
web server to custom tailor the content viewed on the
website. This could be to display information obtained
from the previous session or to show you what would
pertain to your session and not inundate you with graphics
or verbiage that you would not be able to use or be
interested in. Cookies have expiration dates. Some
expire at the end of the session and some expire in
30 years.
I am receiving a message that "the page
cannot be displayed" or that it is currently unavailable.
What is causing this to happen?
Each user session is limited to twenty minutes.
After twenty minutes have passed, PCU ends your session.
If you try to click on any other area of PCU, this
is the type of message you will receive. You will still
see the last PCU screen you were on because each page,
as it is displayed, is copied to your computer's hard
drive. This is true of any web page you visit, and
serves to shorten your response time on return visits
to the site. Images and text are saved so that you
don't have to wait for everything to reload when you
return to a previously-visited page.
When do transactions post to my account?
Transactions you perform on PCU are real time. They will
instantly post to your account.
How will PCU transactions appear on my statement?
On-line transactions will appear as "Personal
Credit Union" and will have a trace number, just
like transactions conducted through the STAR network.
Will I receive a receipt for my PCU transactions?
No. However, you can print your own record
of transaction if you have a printer attached to your
PC.
Can I print my account history?
You can print account history from the Personal
Finance/Account Summary section. First, click on the
account suffix you'd like to review and print. This
will open the history for that account. You will then
see a "Click here to print this page" for
a printer friendly version of your account history.
From there, click on the print icon or go to "File" then "Print."
Why does the response time seem so slow?
Response time is the result of a number of
variables, including your Internet Service Provider
(ISP) and your computer hardware (modem speed, amount
of RAM, etc.) The amount of traffic on the internet,
the number of people accessing PCU, and the condition
of your phone lines will also affect your response
time.
What if I have questions or problems?
If your questions are account-related, please
contact a Day Air representative at 643-2160 or 888-329-2472
weekdays between 8 a.m. and 5 p.m. You may also email
us at mail@dayair.org,
and receive a reply before the end of the next business
day.
If you believe the trouble you are experiencing is
due to a connection problem, please contact your Internet
Service Provider.
Day Air Credit Union is unable to provide support for
the installation of your computer's hardware or software;
nor is the credit union liable for any technical support
it does provide. If you have additional questions regarding
your hardware or software, we recommend consulting your
user's manuals or contacting the manufacturer of your
hardware or software.
|
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