Online Banking - Frequently Asked Questions (FAQs)
What is the difference between Sooper Teller and Online Banking?
Sooper Teller transactions are conducted via touchtone phone. Online Banking requires a computer and an access to the internet to conduct transactions. Both features allow you direct access to your accounts 24 hours a day, 7 days a week.
What does Online Banking consider to be my "Member Number"?
When logging onto Online Banking, enter the member number you see in the upper right-hand corner of your statement. Do not use your social security number or include numbers that represent account types such as S1 (Savings) or S6 (Free Checking). Unlike Sooper Teller, Online Banking does not require you to enter the first two initials of your last name.
Your "Forgot Password" system doesn't work!
"Forgot Password" can only be used if you have not yet been locked out your account. After 3 failed login attempts, the system will lock you out to prevent unauthorized access to your account. If you think you have forgotten your password, do not keep trying to log on. Immediately click on the "Forgot Password" option to begin the procedure of logging into your account.
My browser saves my user ID and password. I changed my password yesterday, and today it doesn't work.
If you change your Online Banking password, you will need to erase the old password when your browser pre-fills it and then type in your new password. Once you do this, your browser should display a prompt allowing you to choose if you want the browser to remember this new password.
Can I use letters instead of numbers for my Online Banking password?
Yes, your Online Banking password can contain letters, numbers and special characters.
What is a "secure cookie"?
A "secure cookie" is a small file containing data that is placed on a computer to help identify the user. In this case, the cookie that is stored on your PC during login allows you to bypass your personalized security questions whenever you access online banking from your registered computer. The secure cookie will periodically expire on your computer and when it does, you will be required to go through your full Online Banking login (including your personalized security questions) so that you can register your computer again for future logins.
Can I download my account information into Quicken?
Yes, our Online Banking system is fully compatible with Quicken.
Why is the on-screen response time slow?
There are several factors that influence the speed of internet transmissions, including your computer's hardware, your processor speed and the amount of RAM available on your hardware.
How current is the information I obtain through Online Banking?
The information you obtain through Online Banking is the exact information that we have stored on our computer systems. Our Online Banking service is real time and therefore, all of the information you see is the exact information that you would be given if you were to visit our office, use an ATM machine or Service Center/Outlet to inquire about your accounts.
How quickly are transactions posted by Online Banking?
Online Banking transactions occur instantly in "real time" during our normal operating hours. Outside our normal operating hours, your transactions will affect your available balance but the transaction history will not show up until the next business day.
What if I make a transaction error that I can't fix?
If you need help to fix a transaction error, call 303-427-5005 during business hours or toll free at 1-888-SOOPER-1.
