Online Banking FAQs

DCECU’s new Online Banking brings the best of Online and Mobile Banking into one seamless experience making your banking experience personalized, faster, and more convenient.

Please read the FAQs below about the changes to Online and Mobile Banking. Additional FAQs will be added as we continuously expand and enhance information. Tutorials are also available to help you get started with the new platform.

    • Top FAQs

      • Why did DCECU make the transition to a new platform?

        We are always looking for ways to improve your member experience at Dow Chemical Employees’ Credit Union. This transition brings you a more modern design, intuitive navigation, and a consistent experience across all devices.

      • Where do I find the new Mobile App?

        The new Mobile Banking App is available in the App Store or Google Play.

      • Will the alerts I set up in the previous Online Banking still work?

        No. Account alerts that were set up in the previous Online Banking were not transferred to the new platform and you will need to reestablish your Alerts. View Adding Alerts tutorial.

      • Did Bill Pay change?

        No. There was no change to our Bill Pay Service. Your payments will continue to post. You will notice Bill Pay is called Payments in the new desktop version and Pay in the Mobile App.

      • Did the scheduled transfers I set up in the previous Online Banking transfer to the new platform?

        Yes. Scheduled transfers you had set up in the previous Online Banking will continue to transfer as scheduled in the new platform, with the exception of any scheduled transfers to another member’s account.

      • In the previous Mobile App I used to “sign out”, how do I do that with the new Mobile App?
        • For security purposes, the Mobile App will automatically sign out anytime you close out of the app itself.
        • The new mobile application is designed to securely connect and store your enrolled eligible account information on your device. If you choose to sign out of the Mobile App, then all transaction data and configurations of your app, including the passcode and app setting for allowing a biometric, are securely removed as well. This is called “Remove Profile”. Any customizations to your dashboard, alerts or scheduled transfers that have been configured, or other transactions will not be removed from the Online Banking platform.
      • Why is there a “Sign out” option on the website but not on the Mobile App?

        The Online Banking web interface is not designed to securely store transactions on a mobile device or computer, and therefore there is no device profile to remove. The sign out on the website securely ends the session. It is always a good idea to close all browser windows as well.

      • Do I need to receive a verification code every time I sign in to Online Banking?

        While the 2-Step Verification code works the same for both the online browser and Mobile App, there are small differences in the way your access will be authenticated with subsequent sign ins. With the online browser, you may choose to save a trusted device by checking the box next to "Don't ask for codes again on this computer" which bypasses the 2-Step Verification. The Mobile App will let you configure an app passcode and you may also choose to use the device’s biometric feature, such as a fingerprint, if available. If you try to sign in using an unrecognized device or browser, you will be required to go through the 2-Step Verification to access your account.

      • How do joint owners sign in with 2-Step Verification?

        Each member will create their own username/password and enroll in 2-Step Verification. Each member will sign in to their own Online Banking account and will have full view access to every account where they are a joint owner.

      • What is my member number?

        You can find your 6-digit member number (also referred to as your account number) on your DCECU Membership Card, statement, or checks, and within Online Banking or the Mobile App.

      • How do I do a member to member transfer?

        Navigate to Member transfer and select the account that you would like to transfer the money from. Enter the information of the member that you would like to transfer money to (first 3 letters of last name, member number (account number), type (Share for savings or checking), the share number (00 for Prime Share and 05 for Checking) and the amount you would like transferred.

      • Can I view my DCECU Visa Credit Card transactions?

        Your credit card transactions will not display in the Activity section. To view your Visa Credit Card transactions, you may navigate to the Accounts tab and select the Credit Card. From there, you can select ‘manage cards’ to be directed to the full Visa Credit Card management site.

      • How do I make a payment on my DCECU Visa Credit Card?

        To apply a payment to your Visa Credit Card from your account here at the credit union, you can complete a transfer by selecting 'Make a transfer' under the transfers section. You would then select your Visa Credit Card as the transfer to account.

        If you would prefer to pay your visa credit card from another Financial Institution or schedule the payment for a later date, you may navigate to the Accounts tab and select the Credit Card. From there, you can select ‘manage cards’ to be directed to the full Visa Credit Card management site.

      • I used the Forgot? link and received a locked message, what should I do?
      • I had a problem authenticating and had to wait 24 hours before trying again. What should I do next?

        If 24 hours have passed since the authentication problem occurred and you are ready to proceed, you may try first your password from before the migration. If this is accepted, then you may set up a new password and proceed with 2-Step Verification set up or use. If the password from before the migration doesn’t work, then try the new password that you used. If that works then you are able to proceed with 2-Step Verification set up or use. If neither password works, use the Forgot? Password link.

      • A joint owner on my account isn’t a member, how can they get their own Online Banking account?

        Online Banking users are required to be members of the credit union. A joint owner who is not a member and wishes to use Online Banking must become a member first.

      • How do I set cookies for Online Banking in the latest Google Chrome
        1. Select the Customize and control Google Chrome button (3 stacked dots) in the top right corner of the browser and select Settings
        2. Select Advanced at the bottom of the page
        3. In the Privacy and security section, select Site Settings
        4. Select Cookies
        5. Next to Allow, select Add
        6. Type dcecu.org in the text field
        7. Select Add
        8. Next to Allow, select Add
        9. Type billpaysite.com in the text field
        10. Select Add
        11. Next to Allow, select Add
        12. Type www.billpaysite.com in the text field
        13. Select Add
        14. Close Google Chrome, restart browser and try again
    • General FAQs

    • 2-Step Verification & Security FAQs

      • What is 2-Step Verification?

        2-Step Verification (also known as two-factor authentication, or 2FA) is a stronger authentication to access your account. 2-Step Verification will change the way you access your accounts by using an additional step to verify that you are the authorized account user when you sign in from a new or unrecognized device or browser.

      • How will my sign in process change with 2-Step Verification?

        2-Step Verification works similar to your existing sign in procedure but uses an additional step to verify that you are the authorized account user. When you sign in from a device or browser that isn’t recognized, you’ll be asked for a 2-Step Verification code that will be sent to you via a method that you choose during registration. The methods to receive the code are through Authy, a free app on your device; a SMS text message to your mobile phone; or through a voice call to your landline or mobile phone.

      • Do I need to receive a verification code every time I sign in to Online Banking?

        While the 2-Step Verification code works the same for both the online browser and mobile app, there are small differences in the way your access will be authenticated with subsequent sign ins. With the online browser, you may choose to save a trusted device by checking the box next to "Don't ask for codes again on this computer" which bypasses the 2-Step Verification. The mobile app will let you configure an app passcode and you may also choose to use the device’s biometric feature, such as a fingerprint, if available. If you try to sign in using an unrecognized device or browser, you will be required to go through the 2-Step Verification to access your account.

      • How do joint owners sign in with 2-Step Verification?

        Each member will create their own username/password and enroll in 2-Step Verification. Each member will sign in to their own Online Banking account and will have full view access to every account where they are a joint owner.

      • What is Authy?

        Authy is a free app for your mobile device or desktop which generates secure tokens for 2-Step Verification.

      • Do I need to set up a new security image and challenge questions?

        No. Security images and challenge questions have been replaced by a secure access code.

      • What are the browser requirements for the new platform?

        To support the security measures we put in place to keep your data safe, we require the use of a modern browser. As new versions of browsers are released, our Online Banking platform will deprecate support for older versions. Below are the details for each supported browser.

        • Microsoft Internet Explorer - Only version 11 will be supported. Any older version of Internet Explorer may be denied access to the platform.
        • Microsoft Edge - Microsoft Edge will be supported at the latest version only. The Online Banking platform may deny access to older Microsoft Edge versions 60 days after a new version is released.
        • Google Chrome - Chrome should automatically update and major updates are released approximately every 12 weeks. If Chrome is two versions older than the current stable channel version, our Online Banking platform may deny it access.
        • Apple Safari - Each year Apple typically makes upgrades to Safari during the fall. Approximately 60 days after a new version is released, our Online Banking platform may deny access to older versions. However, this change requires that the new Safari version is available on both MacOS and iOS devices.
        • Mozilla Firefox - Firefox should automatically update. If Firefox is two versions older than the current stable channel version, our Online Banking platform may deny it access.
      • Does DCECU use Cookies?

        Yes, we use cookies in conjunction with our online banking product to establish a unique session with your computer to prevent fraudulent and/or unauthorized access to your account. Our online banking product places three different cookies. These cookies are randomly generated strings and contain no member data. One cookie is used to manage the current online banking session and is only valid for the duration of the session. In addition, when clicking the “Sign Out” link to log off, this cookie is invalidated on the server. The other two cookies are used as part of the “Remember my computer” functionality. Additional cookies are used for website statistics in order to identify unique visitors. No member-sensitive information is stored within these cookies.

      • What do I do if I lose my mobile device?

        Unless your username and password have been compromised, your account and account information are still secure. If you feel your sign in credentials have been compromised, you can reset your username and password through Online Banking at any time. Contact the Credit Union if you would like to de-authenticate your device or to disable all Mobile Banking access for your account.

      • I only have access to a public or shared computer, what can I do to minimize my risk?

        While we recommend that you don’t access your accounts through Online Banking on a public or shared device (see dcecu.org/security/), there are some things you can do to reduce your overall risk and safeguard your personal information.

        When you sign in to Online Banking, make sure you do not check any boxes that state “Remember me on this computer” or similar, and ensure that you are not agreeing to save/store your password.

        DCECU members who use Google Chrome should review their browser settings and make sure they are using Open a new tab, not Continue where you left off on Startup. This will ensure that other users of the public or shared device will not be redirected to the last page you visited when they re-open the browser.

        Navigate to Settings, select On startup and select Open the New Tab Page (see screenshot below).

        chrome-on-startup-settings

        Alternately, if you use Firefox, navigate to Options, select General and uncheck Restore previous session.

        firefox-settings-tabs

        Also, whenever browsing any sensitive websites online such as online banking, it is a good idea to use Incognito Mode in Chrome or Firefox.

        Chrome (Incognito Mode) Firefox (Private Mode)
        incognito-mode-chrome incognito-mode-firefox

        This will ensure that all cookies and active sessions are cleared when you close the browser.

    • Account, Loan & Credit Card FAQs

      • What should I do if I cannot see all my accounts or loans?

        Navigate to Account settings and ensure that you haven’t hidden the account you wish to transfer to or from.

      • How do I view my account information?

        Select the account from your Dashboard or Accounts tab for transaction history.

      • What is Available balance?

        This is the balance of your account with consideration to any holds and/or pending debit card authorizations.

      • How do I open a new account?

        Use the Accounts tab and select Account opening.

      • How do I apply for a loan?

        Use the Accounts tab and select Apply for a loan.

      • Where do I find current holds or pending ACH Warehouse transactions?

        Use the Accounts tab and select the Pending link to view any items available in the ACH Warehouse that are pending for deposit or withdrawal.

      • Can I access my Visa Credit Card?

        Yes, you can see transactions, make payments, and still utilize Visa Full Access for alerts, electronic statements and all existing services.

      • Can I view my DCECU Visa Credit Card transactions?

        Your credit card transactions will not display in the Activity section. To view your Visa Credit Card transactions, you may navigate to the Accounts tab and select the Credit Card. From there, you can select ‘manage cards’ to be directed to the full Visa Credit Card management site.

      • How do I make a payment on my DCECU Visa Credit Card?

        To apply a payment to your Visa Credit card from your account here at the credit union, you can complete a transfer by selecting 'Make a transfer' under the transfers section. You would then select your Visa Credit Card as the transfer to account.

        If you would prefer to pay your visa credit card from another Financial Institution or schedule the payment for a later date, you may navigate to the Accounts tab and select the Credit Card. From there, you can select ‘manage cards’ to be directed to the full Visa Credit Card management site.

      • How do I get to YourRewards for my DCECU Rewards Visa Credit Card?

        The link for YourRewards is not yet available on the new platform, but we are actively working to get it added back into your Online Banking as soon as possible. In the meantime, you can access YourRewards by going directly to the YourRewards site: https://www.dreampoints.com/dcecu/ (please be aware you would have to create a separate log in for this direct link) or you can contact the YourRewards company directly at 844-773-9273.

      • How do I apply for a mortgage through Online Banking?

        Apply for a Mortgage or request a Mortgage Pre-Qualification easily in Online Banking. Simply sign in to Online Banking, click on the Forms section (you will be prompted to sign in again), and select Mortgage Application.

    • Transfers FAQs

    • Mobile Check Deposit FAQs

    • Biometric Authentication FAQs


Still have questions? Contact us.