Online and Mobile FAQs

Whether you access your accounts on the go, or log in from your home computer, all your data stays synchronized with our online and mobile solutions. 

• 24/7 access to your account balances and history
• Transfer funds between accounts
• Make loan payments
• View check and deposit images
• View and download transactions and estatements
• Setup email, text or phone call alerts
• Pay bills
• Add notes, tags, and pictures to your transactions
• Easy access to debit card, and bill pay information
• Manage multiple account profiles
  

Our electronic banking experience provides convenience with enhanced security, features and functionality. The Apple app is available on the App Store and the Android app is available on Google Play.

How do I access electronic banking?

You can access the new electronic banking and your account on a desktop, laptop, mobile phone, or other internet-accessible device. Simply log in with your existing online banking credentials to both online and mobile banking. There are two access points:

• Visit our website at www.emb.bank
• Download the NEW mobile banking app from the Google Play or Apple Store. The new app is called “EMB Mobile” in the app stores.
  

Which Internet browsers can I use to access my accounts online?

Recommended browsers (current major release):

• Microsoft Edge. Only the latest version of Microsoft Edge is supported. You may have trouble accessing the app using older versions.
• Firefox. Only the latest version of Firefox is supported is supported. Firefox should update automatically, but if your version is two versions older than the newest version, you may have trouble using the app. 
• Safari. Only the latest version of Safari is supported. You may have trouble accessing the app using older versions.
• Google Chrome. If you are using Chrome's automatic updates, your browser should update on its own. If your version of Chrome is two versions older than the newest version, you may have trouble accessing the app.

Microsoft Internet Explorer is not a supported browser. If you are using Internet Explorer, we recommend you switch to Microsoft Edge™ or another supported browser. 

You also need to make sure your mobile operating system meets the minimum operating system requirements. Our iOS (Apple) app supports versions 16.4 and newer and our Android app supports versions 8.0 and newer.

What is 2-Factor Authentication and why is it used by the online banking system?

Two-Factor Authentication (2FA) is a security measure that allows you to request a one-time access code to log in to digital banking. The code enhances the security by creating an added layer on top of your unique username and password. This security process helps to verify you and better protect your credentials and the accounts you can access.

When I log into digital banking, do I need to get a confirmation code every time I log in?

No. Check the "Don’t ask for codes again on this computer" box if you do not want to receive a confirmation code or phone call each time you log in. If you prefer to input a confirmation code with each use, you can leave the box unchecked or use the 2-Factor Authentication app called Authy to deliver the code.

Note: If you ever want to remove a device and reset your security settings, you can change them in settings once logged in to electronic banking.

How can I log in to electronic banking if I can't get a verification code through text message?

Two-Factor authentication uses a unique one-time access code to verify identity and log on to digital banking. If you are unable to receive text (SMS) messages, you can choose to receive your access code via a phone call.

• On the verification code screen click Try another way located beneath the Verify button
• Select Phone Call and click Next
• You will receive an automated phone call that will provide your access code (Have a pen and paper ready)
• Return to the verification code screen
• Enter your access code and click Verify

If you are still having trouble, contact the Bank to ensure we have the correct phone number on file.

Can I use an email for two-factor authentication?

An email and a phone number are required for the two-step authentication. The onetime access code will be sent via text or phone call. The phone number must allow incoming texts or calls from unknown numbers in order for the code to be delivered successfully.

Why am I getting the digital banking error: "Your account needs attention"?

This error is present during the log in process and typically means that your account has been locked. This can happen for a variety of reasons but is easily resolved. Please contact us via phone or chat for assistance unlocking your account.

Why am I getting the digital banking error: "Please verify your information and try again"?

This error is present during the log in process and typically means that your credentials didn't match our records. Try entering your credentials one more time. If the error persists, please contact us via phone or chat for further assistance.

Why am I getting the digital banking error: "Oops: The information you provided doesn't match what we have on file."?

This error is present during the self-enrollment process and typically means that your account information does not match our records. Please contact your local branch to update personal information. 

I'm not able to log in to online banking when I click on the Digital Banking button

You may need to clear your cache in Chrome to remove all cookies. If you need further assistance, please contact us.

Why am I getting the digital banking error: "Incorrect phone number"?

This error is present during the enrollment process and means that the phone number you entered does not match the phone number we have on file. If you have an alternative phone number, you can try again. If you would like to update your phone number in our system or need other assistance, please contact us.

Why am I getting the digital banking error: "Does not meet username or password requirements"?

This error is present during the enrollment process or when updating credentials. Click on Show Rules below the username and password field to see the credential requirements.

Why am I getting the digital banking error: "It looks like you've already enrolled"?

This error is present during the enrollment process and typically means that our records show that you have previously created a username with us. If you forgot your username and password, on the log in page click Forgot? Follow the steps to recover your account.

I can't remember my username name or password

You can recover your account by going through the Forgot Password? steps.

Transfers/Transactions

How do I make a transfer between my accounts in digital banking?

To transfer between your credit union accounts in digital banking:

• Log In
• Click Transfers > Make a Transfer online or tap the slideout menu > Transfer > Make a Transfer in the mobile app
• Select your To and From account and amount
• Click More Options to change the frequency and date if desired
• Click Submit

Where can I view pending transactions on my account?

• Log In
• Select the account you are needing to view
• To view all account activity, view the Transactions tile on the dashboard

How do I search for transactions in digital banking?

Account transactions can be searched in digital banking by amount, date, tags, etc.

Online:

• Log In
• Click Accounts
• In the Accounts section, select the account you would like to search
• In the Activity section, select the magnifying glass icon
• Click on the Search and sorting options to open Advanced Search in digital banking
• On the Advanced Search window, you can select specific search filters and select Search
  

Mobile app:

• Log In
• Select your account you want to search
• Select Transactions
• Tap the magnifying glass icon
• Tap the settings icon to use Advanced Search options
  

How do I add a tag, note, or image to a transaction in digital banking?

You can add notes, tags, and images to any transaction inside of digital banking. To begin:

• Log In
• Click on any account
• Click on Transactions (in mobile)
• Select the Transaction you wish to edit and pull up the transaction’s details page
• Click on the appropriate icon for one of the following:
  • Add Tags
  • Add Notes
  • Add Images
• Follow the on-screen prompts to update the transactions
• Close the transaction detail page or tap < Transactions in mobile
  

Any tags, notes, and images attached to transactions will be accessible on all devices when you log in to digital banking in the future.

How do I download transactions in digital banking?

• Log In
• Click Accounts
• In the Accounts section, select the account you like to download transactions for.
• In the Activity area, select the first download icon next to the print and search icons
• On the Download Activity window, select the Date range and File Type and click Download.
  

How do I print transactions in digital banking?

Account transactions can only be printed in online banking.

• Log In
• Click the Accounts tab
• In the Accounts section, select the account
• On the Activity section, select the printer icon. Only transactions that show in the Activity section will print.
• A print screen appears with a print preview and print configuration options.
• Using the dialog, configure the print settings and select Print.
  

Bill Pay

What is Bill Pay?

Bill Pay allows you to pay anyone, anywhere right from your computer or mobile phone. There is no limit to the number of bills you can pay, and this service is free to all customers with a checking account. Bill Pay is offered through digital banking.

How do I pay a bill in digital banking?

You can use digital banking to pay a bill or pay a person.

• Log in
• Select Payments or Tap Pay under your account in mobile
• If it is your first-time using Payments, it will ask you to enroll, click Enroll
• Select Pay a bill or Pay a person (online only)
• Select the company or person you would like to pay
• Input the Amount
• If you would like to set the date for the payment, Select More options and select the desired date
• Select Submit
  

How do I pay a person (Person-2-Person payment) in digital banking?

You can use digital banking to pay a bill or pay a person.

• Log in
• Select Payments or tap Pay under your account in mobile
• If it is your first-time using Payments, it will ask you to enroll, click Enroll (enrollment must be performed using the browser site instead of the app)
• Select Pay a person > Person to pay (To add a new person, select Add another person and fill out the necessary information) or
• Select the person to pay in mobile
• Select an account to take funds from, and then input the Amount
• If you would like to set the date for the payment, Select More options and select the desired date
• Select Submit
  
  

Messages

How do I send a message in digital banking?

Whatever device you are on, it's easy for you to start a secure conversation with a member of our staff:

• Log in to digital banking via the Login button on the website or via the mobile app.
• Click Messages in the main menu on the left or select Message from the dashboard
• Type your message and click Send.
• We typically respond within one (1) hour during regular business hours, but wait times can vary if we are unusually busy.

Alerts

To set up alerts in digital banking:

• Log in
• Select the account you would like to set up an alert for
• Click Alert preferences
• In the Balance alerts section, select Add alert.
• Select Above or Below, and then input a dollar amount.
• In the Alert/Notify by field, select Email, Text message, or In-app message.
• Select Add Alert to save the alert
• Repeat steps for Transaction alerts
  

How do I delete an alert in digital banking?

Alerts can be deleted at any time in digital banking.

• Log in
• Select the account you would like to edit up an alert for
• Click Alert preferences
• Under Alerts
  • Click Edit next the alert you would like to change
  • Click the Trashcan icon or click Remove in mobile
    

How do I edit an existing alert in digital banking?

Alerts can be edited at any time in digital banking.

• Log in
• Select the account you would like to edit up an alert for
• Click Alert preferences
• Under Alerts
  • Click Edit next the alert you would like to change
  • Change your criteria for the alert
  • Click Save
    

eStatements

How do I view my account statements and tax documents in digital banking?

Account statements and tax documents can be downloaded from digital banking. These are only available for accounts already enrolled in eStatements.

• Log In
• Click on any account listed
• Click eStatements from the Account Details page
• Statements and Taxes will be listed for each year available
  

Remote Deposits

How do I make a mobile deposit in digital banking?

Mobile deposit is available for all eligible accounts. Please contact us with any questions. Mobile deposit can only be done through the mobile app.

• Log in
• Select Deposit under your checking account OR select Deposit Check from the slideout menu in the mobile app
• Tap Deposit a Check
• Enter the check amount
• Tap Continue
• Select the account to deposit to
• Take a picture of the front of the check and tap continue
• Take a picture of the back of the check and tap continue
• Verify the information and tap Submit
  

Are there limits on the dollar amount and number of mobile deposits I can submit?

Mobile deposit limits are set by the bank for all accounts. These limits include a daily dollar amount and number of items deposited daily. If you have specific questions, please contact your local branch.

What should I do with my checks after using mobile deposit?

You should retain the check for fourteen (14) days after the deposit has posted to your account. After that time, you may shred it.

Card Management

How do I block my debit card in digital banking?

Blocking your debit card is easy in digital banking. It's just as easy to unblock it as well!

• Log in
• Under the Card Management tile, click the toggle slider to turn the desired card off
• If you wish to turn the card back on, simply click the toggle next to the blocked card to turn it on
  

Updating Information

How can I change my phone number, email address, or primary address in digital banking?

You can update your phone number, email address, or primary address in digital banking.

• Log In
• Click on the User Profile icon and click Settings
• Click Edit next to your phone, email, or address
• Verify your password
• Edit your contact information
• Click Save
  

Phone and email updates will happen immediately. All address updates will be reviewed by a member of our staff and you may be contacted for additional information.

How do I change my username or password in digital banking?

You can change your username or password at any time in digital banking.

To change username:

• Log in
• Select your username icon in the top right corner or menu in mobile banking
• Select Settings and then select Security option on the left side menu
• In the Username field select Edit
• Enter your current password when prompted
• Change your username and select Save
  

To change password:

• Log in
• Select your username icon in the top right corner or menu in mobile banking
• Select Settings and then select Security option on the left side menu
• In the Password field select Edit
• Enter your existing password, and then enter a new password
• Select Save
  

How do I rename or personalize an account name in digital banking?

You can rename any account in digital banking

• Log in
• Select an account from the Accounts section
• Select Settings from the options menu
• Next to the account name, select Rename
• Type the new name, and then select Save
  

How do I change the order my accounts are displayed in digital banking?

You can rearrange the order your accounts display in digital banking to reflect the sequence you want.

• Log In
• From the Accounts click on the three dots and click Organize Accounts
• Drag and drop the accounts to rearrange the order
• Click Done
  

Miscellaneous Online

Which Internet browsers can I use to access my accounts online?

Recommended browsers (current major release):

• Microsoft Edge
• Firefox
• Safari
• Chrome

Note: Microsoft no longer supports Internet Explorer and security updates are not available. Please download one of the browsers listed above. Safari versions below 10.1.2 are not compatible with the initial log in process. To complete the initial log in process, upgrade to the latest version of Safari, or use Chrome or Firefox.

The following types of browsers and tools are not recommended for use with digital banking:

• Beta versions
• Embedded browsers within Personal or Commercial Financial Management Software

How do I log out of digital banking?

When accessing on a browser, click on your name at the top right-hand corner of the screen and select “Sign Out”. You will be taken to our website homepage and your session will be closed.

What is the inactivity time-out period for digital banking?

For your security your account will time-out after 10 minutes of inactivity.

Miscellaneous Mobile

How do I change my profile photo in mobile banking?

• Tap the slideout menu, and then select Settings
• On the Profile screen, select the pencil icon next to the end-user profile image.
• Choose to use an existing photo or use the device's camera to take a new photo.
• On the Move and scale screen, adjust the photo placement within the frame as desired.
• Select Done.

How do I log out of the mobile app?

When you are using the mobile app, there is not a log out button to push. You can exit the app by going to a different app or your home screen. Each time you navigate away from the app, your active session is ended, which serves the function of a log out button. When you navigate back to the app, you will be asked to re-authenticate, and if you have quick access features such as FaceID, TouchID, or passcode log on, you can gain access quickly each time.

If you want to remove the connection between your device and your account altogether, you can go to the Menu > tap your name at the bottom > Settings > Switch Profile > then tap the x to remove a profile listed. This will remove all association between your account and the mobile device and app you are using. Each time you attempt to access the app after this, you will have to put in the full username, password, and 2-Factor authentication to authorize your account on that device.

What minimum software versions are required for the mobile app?

The Apple mobile app requires a minimum version of iOS 11. The Android mobile app requires a minimum version of Android 5.0.

How do I set up Touch ID for iOS?

• Tap the slideout menu and select Settings under your name.
• Tap Security in the menu.
• Tap the toggle next to Touch ID.
• Select Enable Touch ID.
  

Can I customize my mobile banking dashboard on multiple devices?

You can customize a unique Dashboard set up for each of your devices. Changes to one device's Dashboard layout will not affect the arrangement on other devices.