CU-Online & Mobile Banking App FAQ
Q: How do I access my accounts online?
A: Visit our website and use CU-Online to access your accounts on a desktop, laptop or other internet-accessible device. Use our Cloverbelt CU Mobile Banking app to access your accounts on a smart phone or other compatible device.
Q: What information do I need to enroll in CU-Online or the mobile app?
A: You’ll need your member number, the Social Security number of the primary member (or EIN for a business or organization), the home phone number associated with your account and a valid email address. If any of the first three items do not match the information we have for your account, you will not be able to enroll and must contact us to update the information. You can attempt to enroll 5 times prior to being locked out for a 24-hour period. This is a security feature that the credit union cannot override.
Q: How do I confirm my enrollment?
A: After enrolling, a call or text will be placed to the home phone number you entered. You will receive a confirmation code that will allow you to complete your enrollment. If you do not receive a code, use the “Try Other Way” prompt on the enrollment screen to choose another method to receive a code or to use the Authy 2-Factor Authentication app (download required).
Q: I’m locked out – what should I do?
A: Use the “Forgot” prompt on the login screen and follow the steps to reset your password.
Q: When I log in using my computer, do I need to get a confirmation code every time I log in?
A: No. Check the “Don’t ask for codes again on this computer” box if you do not want to receive a confirmation code phone call or text each time you log in. If you prefer to input a confirmation code with each use, you can also use the Authy 2-Factor Authentication app to deliver the code.
In the Mobile Banking app, you can bypass the password prompt by setting up a fingerprint (or other biometric) sign-in or a 4-digit security code. We do not recommend having your browser save your password unless you are using a trusted computer with up-to-date virus and malware protection.
Q: How do I log out?
A: On a computer, click on your name at the top of the screen and select “Sign Out”. In the app, navigating away from the home banking screen will lock the app. You can log back in using your passcode or, if you set up the option, your fingerprint (or other biometric). In the app, you can remove your login data from the device by going to Settings > Remove profile. On the next login, you’ll need to enter your user name, password and create a new passcode.
Q: How do I get an alert when my balance is low or certain transactions occur?
A: You can add alerts for any account. On a computer, select an account then “Manage Alerts”. In the app, select the account, select “Settings” then tap “Manage Alerts”.
Q: How do I deposit a check using my phone or tablet?
A: After being approved for the service, you can deposit checks (subject to our limits) into a savings or checking account. Select “Deposit” from the app menu and follow the prompts. See the Mobile Deposit FAQ for more information on this service and requirements for endorsing checks for deposit.
Q: How do I view my account statement?
A: When logged into CU-Online or the Cloverbelt CU Mobile Banking app, select any account then select Documents. From the dropdown, select the statement you want to view. Statements can be accessed online for approximately 18 months.
Q: How do I transfer funds to another Cloverbelt CU member account?
A: You’ll need to obtain the Cloverbelt CU member number and specific 3-digit share or loan number for the account you want to transfer to. On your Dashboard, select “Member Transfer”, enter the information and submit. If the information you entered matches the account, you’ll receive a “Transfer submitted” message.
Q: How do I transfer funds to someone who doesn’t have a Cloverbelt CU account?
A: You can send money to an individual who is not a Cloverbelt Credit Union member using the Pay a Person feature in the Bill Pay service. After adding the payee, you choose how the person will receive your payment – Direct Deposit to send funds directly to their account (requires you to enter their routing and account numbers), Email to create an access code and send a message with instructions for them to retrieve the payment and send it to their account, or Check to generate a check that will be mailed to the recipient.
Q: How do I ask a question about my account or accessing my accounts online?
A: On your computer, go to the Messages section and select “Start a Conversation”. In the app, tap the “Conversation” icon. This will allow you to send us a message during regular business hours and receive a reply, usually within 4 hours. You can also contact us using a method below.
Q: How do I change my contact information?
A: It’s important that we can contact you quickly if there is a question about your account or a check you are attempting to deposit using Mobile Deposit. To update your contact information, go to “Settings” and edit your email and phone numbers. These changes will update your Cloverbelt CU account automatically. For security purposes, address changes must be requested in person or by phone.
Q: How do I change my user name, password, fingerprint sign-in or passcode?
A: Go to “Settings” then “Security” and make the changes.
In person at:
Cloverbelt Credit Union
110 McIndoe St
Wausau WI 54403
By mail at:
Cloverbelt Credit Union
PO Box 659
Wausau WI 54402-0659
By phone at:
715-842-5693 or toll free 866-214-1395
By email at:
Online using the “Message” feature in CU-Online or the Cloverbelt CU Home Banking app.