XCEL Federal Credit Union
Internet Banking

Frequently Asked Questions (FAQ’s)

1. How do I enroll in Internet (Online) Banking?

The initial login to the new system will take you through some very important steps for creating and customizing your Online Banking accounts within XCEL Federal Credit Union (XCEL). The following is a brief description of the various screens and steps that you will experience only during the initial login to the system. Once the correct information is entered and verified, you will be able to continue through the enrollment process by choosing the following:

· A new username (please do not use identifying information like your account number, SSN, etc.).

· A new password.

· A security phrase.

· Verification of your profile information.

· Answer 3 security questions.

· Choose a method to have a security code delivered to you.

· Once the above 6 steps are completed, you will have immediate access to online banking.

2. What if I forget my password?

If you forget your password, click on the Forgot my Password link and a temporary one will be emailed to you. Once you enter the temporary password, you will be prompted to change it.

3. How do I contact someone at XCEL for help?

You can contact XCEL at 973-ASK-XCEL (275-9235), Option 5 Monday – Friday from 8am – 5pm or via email at xcel@XCELfcu.org.

4. How do I perform a Transfer?

From the main bar, click on Transfers then Create Transfer. Please remember that all transfers within XCEL accounts are performed immediately in real-time.

5. How do I access my eStatements?

You can access your eStatements, eTax and eNotices by clicking on eNotifications on the main bar.

6. Does XCEL still offer pre-approval loans?

Yes, pre-approval loan offers are available online by clicking on the “New Loan Offers” icon at the top right of the main bar. Pre-Approval offers are now available on mobile banking by clicking on the “My Offers” button.

7. Can I communicate with XCEL securely inside internet banking?

Yes. All you have to do is click on Message then Send Message. You will be notified via email when an XCEL representative has responded. Their response will not be in the email message. You will need to log into internet banking to access the secure message.

8. How do I access Bill Pay?

You can access Bill Pay by clicking on Bill Pay on the main bar.

9. How do I access my XCEL credit card statements?

You can access detailed XCEL credit card information by clicking on Credit Card on the main bar.

10. Can I transfer money to another XCEL member?

Yes. All you have to do is click on Transfers then Manage Accounts. On the Manage Transfer Accounts screen, click on “Add Another Account” under “Member to Member Transfer Accounts at this Institution”. All you need to input is their Member Number, Last Name and what Account Number you want to transfer the money to. For Example, Savings is 1, Checking is 9 and Money Market Account is 11.

11. Can I perform external transfers to another financial institution?

Yes. All you have to do is click on Transfers then Manage Accounts. On the Manage Transfer Accounts screen, click on “Add Another Account” under “My Accounts at Other Institutions”. Follow the remaining screens.

12. Can I download or export my account transactions?

Yes. Once you click on your account from the Account Summary page, from the main bar, click on Accounts, then Account Name (Saving, Checking, etc.), then Transactions and Download Transactions. You have the option to download or export to Quicken, QuickBooks or a Comma Delimited file.

13. How do I reorder checks?

From the main bar, click on Accounts then Reorder Checks.

14. How do I create a Scheduled Transfer?

From the main bar, click on Transfers then Create Transfer. Change the Frequency field to “Future” then complete the rest of the fields.

15. Can I set up an alert for various activities on my account?

Yes. From the main bar, click on Alerts then Add Alerts then select an alert of your choice.

16. Is there an inactive idle time?

Yes. If the system detects 15 minutes of inactivity, the system will automatically log you off.

17. Can I have multiple username logons?

Yes. Each account can have a maximum of 3 (three) logon accounts. The purpose for this is so primary and joint accounts can have their own individual access without having to know each other’s passwords. Just register as a new user and follow the steps to add another username to your account.

18. How do I hide accounts if I have too many primary and joint accounts?

Currently, the only way to hide accounts from being displayed on internet banking is by contacting XCEL’s call center at 973-ASK-XCEL (275-9235), Option 5.

19. How do I reorganize my accounts to my preference?

Click on Profile then Update Bank Account Settings and on the far right column, select the order you want your accounts displayed.

20. How do I rename my accounts?

Click on Profile then Update Bank Account Settings and on the third column, enter a Nickname for your accounts.

21. How do change my password?

Click on Profile then Change Password.

22. How do I update my security questions?

Click on Profile then Update Security Questions.

23. How do I Forget my Workstation?

Click on Profile then Remember/Forget Workstation.

24. How do I add another email address to my account?

Click on Profile then Update Profile/Preferences and in the center box, click on add to add an email address.

25. If I change my address on internet banking, will it change on my overall account?

Yes. Once you change your address on internet banking, a secure message will be sent to an XCEL representative to update your account.