mONey LINE - Frequently Asked Questions (FAQs)

Access to Sooper mONey LINE is free.

Sooper mONey LINE gives members the ability to complete almost any transaction via their PC over the Internet.

When you visit Sooper mONey LINE, you can:

• Review your accounts

• Transfer funds between accounts that you hold

• View transactions that have cleared your account

• Print a statement of your account

• Pay Bills

• Open Sub-Accounts

• Order checks

What do I need in order to use Sooper mONey LINE?

All you need is a computer, internet browser software, internet access, and a Sooper mONey LINE member number and password.

What is the difference between Sooper Teller and Sooper mONey LINE?

Sooper Teller transactions are conducted via touchtone phone. Sooper mONey LINE 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.

How do I sign up for Sooper mONey LINE?

You can access Sooper mONey LINE at any time as long as you have a Sooper Credit Union member number and your mONey LINE password. The other option is to call 303-427-5005 for help obtaining a new PIN number.

What does Sooper mONey LINE consider to be my "Member Number"?

When logging on to Sooper mONey LINE, 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, Sooper mONey LINE does not require you to enter the first two initials of your last name.

Can I use my ATM or Visa check card PIN as my Sooper mONey LINE PIN?

Sooper mONey LINE is designed to accept your Sooper Teller password only. However, using Sooper Teller, you may change your password (PIN) to something that is easier for you to remember.

I forgot my PIN. How do I get a new one?

Call 303-427-5005 or toll free at 1-888-SOOPER-1, Monday, Tuesday, Thursday, 8:30 a.m. to 5:00 p.m., Wednesday, 9:30 a.m. to 5:00 p.m., Friday 8:30 a.m. to 6:00 p.m. and Saturday from 9:00 a.m. to noon to order a new PIN. For your account protection, our representatives do not have the ability to look up your current PIN.

Can I use letters instead of numbers for my Sooper mONey LINE PIN?

Yes, your Sooper mONey LINE password can contain letters, numbers and special characters.

What does the lock / key mean at the bottom of my browser screen?

If you are using Internet Explorer during the sign-on process, the initial Sooper mONey LINE screen will have a secure lock that remains displayed during your entire connection. This indicates that any information entered is secure and sent encrypted. If you are using Netscape, a solid key will appear in the lower left corner of the screen.

Are Sooper mONey LINE transactions conducted over the Internet secure?

Your unique password provides security when accessing your account(s). For additional security, you must have Netscape 4.0, Internet Explorer 4.01 or newer, to access this site. The site only supports browsers with at least 128-bit encryption, which supports the Secure Socket Layers security feature. This feature encrypts the data transmitted from your computer to SCU’s computer, providing the best security features available today. SCU will continue to monitor and upgrade security features as they become available.

NOTE: If you are using Netscape, a solid key will appear in the lower left corner of your screen to let you know you are in a secure transaction mode. In Explorer, you will see a closed padlock.

How do I log on to Sooper mONey LINE?

In order to log on to Sooper mONey LINE, click on the Sooper mONey LINE link on Sooper Credit Union's homepage. This will bring you to the initial screen. Click on "ok" and you will be brought to the sign on screen. Enter you member number, and password. From this point, you have access to view your accounts, make transfers, etc. If you do not remember your password, or need one reissued, contact 303-427-5005 or toll free at 1-888-SOOPER-1, Monday, Tuesday, Thursday, 8:30 a.m. to 5:00 p.m., Wednesday, 9:30 a.m. to 5:00 p.m., Friday 8:30 a.m. to 6:00 p.m. and Saturday from 9:00 a.m. to noon.

When I try to connect to Sooper mONey LINE through my “favorites” / “bookmarks” it tells me that the page can’t be found.

If you had set a bookmark previously, you must update it by connecting to the new link on our website or to https://homebanking.soopercu.org because the address has changed as of April 2001.

I am a first time user, and when I try to log in using my member number and password, it tells me to try again using my social security number. What do I need to do?

Sometimes our system requires you to use your social security number as the password for your first logon, and it will then ask you to change your password. In order to do this, type your member number in the member number field, and your social security number in the password field, not the social security field. Next, it will ask you to enter a new password, and then confirm it. You will then be able to log in using your member number and new password.

I entered my PIN wrong and now I can't log in…what should I do?

If you incorrectly enter your member number and/or PIN several times, then your Sooper mONey LINE access will be locked out. To get your Sooper mONey LINE access unlocked, you will need to call a 303-427-5005 or toll free at 1-888-SOOPER-1, Monday, Tuesday, Thursday, 8:30 a.m. to 5:00 p.m., Wednesday, 9:30 a.m. to 5:00 p.m., Friday 8:30 a.m. to 6:00 p.m. and Saturday from 9:00 a.m. to noon or contact us.

When I try to connect to Sooper mONey LINE using Netscape, I get an error that reads: "The security library has experienced an error. You will probably be unable to connect to this site securely."

The version on Netscape you are using does not support 128 bit encryption. You will need to download a version which supports 128 bit encryption.

Why is the on-screen response time slow?

Your computer hardware and internet access control response time. Factors that influence the speed of internet transmissions include modem speed, processor speed and the amount of RAM available on your hardware.

It takes a long time to access Sooper mONey LINE …what can I do?

Older versions of Microsoft Internet Explorer and Netscape Navigator are supported, however, anticipate an extended download time when using these "older" browsers. To significantly reduce your download time and optimize performance, you may download the latest available version of your browser to access Sooper mONey LINE. The latest versions of browsers are available free of charge on the internet. To receive your free browser upgrade, click on the Microsoft or Netscape button on the initial Sooper mONey LINE "Sign-On screen," link to the appropriate software vendor and follow their instructions.

Under normal conditions, applet download time for Sooper mONey LINE should not exceed 35 seconds when using 4.0+ browsers and a 28.8 baud (bps) or higher modem.

How current is the information I obtain through Sooper mONey LINE?

The information you obtain through Sooper mONey LINE is the exact information that we have stored on our computer systems. Our Sooper mONey LINE service is online, 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 Sooper mONey LINE?

Sooper mONey LINE 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.

How long will it take to receive a check withdrawal?

Your requested check withdrawal will be processed immediately and mailed to you the next business day. Please allow additional time for mail delivery (3-5 business days).

Can I mail a check to a different address?

For your security, checks can only be sent to the address on record.

Can I update or change my address online?

For security, Sooper Credit Union requires all address change requests to be in writing. Please submit your request to any Sooper Credit Union branch or by fax to 303-430-5553.

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.

When I am trying to view my account history, cleared checks, etc, the page comes up blank, or the screen briefly changes and then returns to the page I was on previously.

Please keep in mind that there is quite a bit of information to be downloaded for each of these options, and depending on your connection speed, it may take up to 35 seconds before all of the information is displayed. Also, remember to look to the right side of the screen for a scroll bar. It is easy to look over the fact that there is more information further down on the page.

When I try to print my list of accounts, or my account history, I only get a row of icons and no account information.

When you are viewing the account, the screen is displayed in frames. If you first click within the panel you want to print, and then select print, it will work. Also, if you pick "print" from the "File" drop down menu, and select "as laid out on screen" from the "print frames" section, this will also work.

I would like be able to order checks on line. Is this possible?

Checks can be ordered online by clicking on the "Order Checks" link on our home page.

Can I download account information into Quicken, MS Money?

Due to the fees charged by Intuit, Quicken versions 2005 and later are not currently supported by our website.

If you are using MS Money please click here for an on-line users guide.

Revised November 2008