Frequently Asked Questions

Online Banking is Internet home banking. It offers instant access to all of your Sound Credit Union accounts 24/7, whether you're at home, at work, or on vacation.

You can use Online Banking to:

• Check your current account balances
• View your account history
• Transfer money between your accounts
• Request a withdrawal check to be mailed to you
• Review your dividend earnings
• View loan account information
• Export your transaction history to Quicken or MS Money
• Use Online BillPayer to make payments
  ...and much more!

1. Open a web browser and type www.soundcu.com into the address bar.
2. Click the Online Banking and BillPayer link located in the header.
3. Enter your account number and click Continue.
4. On the following page, enter your Primary Password^* and then click Continue.
5. If you are logging in from an authenticated computer, you will be taken into your Online Banking account. If you are logging in from a computer that has not been authenticated, you will need to enter your secondary password before gaining access to your account.
   
   Note: Once you have logged into Online Banking, you may change your password by clicking the Change Password link on the left.

Online Banking uses the latest Internet security technology, including secure communications (SSL), firewalls, encryption and operating systems that have been designed to provide maximum security.

We also require that all members set up Multi-Factor Authentication for their account. Multi-Factor Authentication detects any activities that are not typical for your account and prompt users to verify their identity to ensure they are the account holder and not a fraudster.
 

Multi-Factor Authentication is an online security feature that provides you additional protection from fraud and identity theft. Multi-Factor Authentication helps prevent unauthorized access to your accounts and your secure financial information.

When your Online Banking account is accessed from a computer that we do not recognize, we will ask the user to provide a secondary password to access the account.
 

The first time you log in to Online Banking we will automatically prompt you to set up Multi-Factor Authentication. You will not need to take any additional steps.

If you would like to update your Authentication settings, after passing the Account Number in the Log-in screen, enter your Primary Password, click the checkbox for "Change Two-Factor Settings" below, and click Continue. On the following page, update any necessary information and click Save, then click Login to view your Online Banking account.
 

The Verification Phrase helps prevent unauthorized access to your accounts while reassuring you that you're at the valid Sound Credit Union website. The Verification Phrase is a message you create. After entering your account number you will see your personalized message appear at the top of the next screen. If you do not see this message, do not enter your primary password and contact Sound Credit Union as soon as possible.

Your Secondary Password is a part of your Multi-Factor Authentication. When accessing Online Banking from a computer we do not recognize, you will be asked to provide the Secondary Password you created when setting up your Online Banking account.

If you cannot remember your Secondary Password, click the link under the Continue button and we will send a Temporary Key to your email address. To have your Secondary Password reset, please call Sound Credit Union during normal business hours at 253.383.2016 (toll-free: 800.562.8130).
 

If you would like to update your Authentication settings, after passing the Account Number in the Log-in screen, enter your Primary Password, click the checkbox for "Change Two-Factor Settings" below, and click Continue. On the following page, update any necessary information and click Save, then click Login to view your Online Banking account.
 

Here are some useful tips you can use to protect your account:

• Memorize your password—don't write it down.
• Change your password often, especially if you access your accounts from work. To change your password from within Online Banking, click on the "Change Password" link.
• Create a secure access code. For tips on creating a strong code click here.
• Log off Online Banking when not using it. Although the system will log you off after 10 minutes of inactivity, you can greatly reduce your exposure window.

Any browser that can handle SSL protocols and cookies can be used. We typically recommend using Microsoft Internet Explorer or Mozilla Firefox.
Note: If using Internet Explorer 8, you may need to enable "Compatibility Mode". For complete instructions, use the browser's Help function.

Online Banking does not work with the following browsers:

• MSN Browser
• WebTV
• MSN WebTV
• AOL
• Internet Explorer for Macintosh

Online Banking may function with older operating systems, however, we do not support browsers running on the following operating systems:

• Windows 95
• Windows 98
• Windows ME
• Windows NT

A cookie is a small file that is placed on your computer by a website in order to customize your experience. In the case of Online Banking, the cookie verifies that you are still logged in to the site when you click between different menus.

Online Banking uses what is called a "session cookie" which means the cookie deletes itself when you close your web browser. The Online Banking cookie does not contain any personal information.

There are several different ways to determine whether you have cookies turned on, or enabled, depending on the browser you are using. For instructions on how to enable cookies for your web browser, please use the browser's Help function.
 

1. Once logged in to Online Banking, click the "History" link from the navigation menu and select "Download History for Quicken/Money".
2. Choose the share or loan ID and the transaction date range desired and click "Continue".
3. Select the preferred file type^*, then click "Continue".
4. If your software is set up correctly the file should download and import itself into Quicken or MS Money automatically.

   ^*If you use Microsoft Money, select "MS Money OFX". If you use Quicken 2005 or later, select "Quicken WebConnect". For earlier versions of Quicken, you should be able to use "WebConnect" or "QIF". If you select "QIF", you will need to need to download the file and import it manually.

For additional help, please consult the manufacturer's websites:
Quicken - www.intuit.com/support
Microsoft Money - support.microsoft.com/money
 

You may experience difficulty connecting to Online Banking if you use a computer from within another network, such as a LAN (a computer from work). Security barriers on many networks can prevent connection from secure, encrypted websites. Ask your network administrator about possible interference caused by security barriers.
 

For security purposes, Online Banking requires 128-bit encryption. You may be using an older browser that does not utilize adequate encryption and may need to upgrade your browser.
 

This means that our Online Banking system is temporarily down. In most cases, it is because Sound's technical team is performing routine maintenance on the system. Members are generally notified of the outage prior to any maintenance.
 

If you are using Microsoft's Internet Explorer and you have Secure Sockets Layer (SSL) turned off, you will receive an error message stating that the webpage cannot be displayed. You must turn on SSL in order to access your Online Banking account.

This is probably happening because the secure cookie that was placed within your browser is getting deleted. This can happen if you delete cookies from your machine. This is a common method that Spyware blocker software uses to remove potentially risky items from your computer. These solutions typically remove ALL cookies as a precaution, even though very few cookies are actually security risks. In order to use this feature without being asked for additional information at each log in, the secure cookie that we use to identify your computer must stay within your browser. We recommend that you do not delete these cookies if you do not want to be asked for additional information at each log in.