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Mobile Banking FAQ

What is the difference between the Mobile App and the Mobile Website?

The FDLCU Mobile Banking App is a free mobile application for our members that can be downloaded and installed on your compatible mobile device. The FDLCU Mobile Banking Website is a web portal that runs directly in the mobile browser on your smartphone or other mobile device(s). Both the FDLCU Mobile Banking App and the FDLCU Mobile Banking Website allow you to: access your account information, pay your bills, deposit checks, transfer funds, apply for a loan, set-up alerts, and more.

Why are there two different mobile banking experiences, the Mobile App and the Mobile Website?

The App Store and Google Play Store made it so that our Mobile App may not be supported by some devices, therefore, the Mobile Website is available during these cases.

How do I get the Mobile App for my phone?

Simply search our full name, “Fond du Lac Credit Union,” in the App Store or in the Google Play Store. If you can't find our App, that likely means your phone is not supported.

Is my phone supported?

Our Mobile App is currently supported on the following platforms:

  • Apple requires iOS 8.0 or greater
  • Google Play requires Android 8.0 or greater

If your device is not supported at this time, we recommend using our Mobile Website and bookmarking it to your device’s home screen.

How do I find and bookmark the Mobile Website to my device’s home screen?

Simply visit www.fdlcu.com/mobile-banking.html and tap the “Enter Mobile Banking Site” button. For iPhones, use the Safari app. For Androids, use the Chrome app. To bookmark the Mobile Website for continued easy access via your home screen, follow these steps:

iPhone

  • Open up the Safari app
  • Open the FDLCU Mobile Banking app site
  • Tap the "Share" icon at the bottom
  • Select the "Add to Home Screen" icon
  • Name it "FDLCU Mobile Banking"
  • Tap on the word "Add" in the upper right-hand corner

Android

  • Open up the Chrome app
  • Open the FDLCU Mobile Banking app site
  • Tap the menu button
  • Tap "Add to Homescreen"

Is the Mobile App and Mobile Website secure?

Yes! All of your information is encrypted and no personal information is stored on your mobile device. However, it’s important to note that many mobile devices do offer you the ability to store your login information for apps installed on the device, especially your mobile browser. If you choose to store your login information, any person who has access to your mobile device can access your account.

What features does the Mobile App have?

Both the Mobile Apps and the Mobile Web App have the following mobile banking features:

  • Mobile Deposit - deposit checks by taking a picture of them!
  • See your current account balances and recent activity, as well as all pending transactions
  • Transfer funds from one Fond du Lac Credit Union account to another
  • Pay your bills with Bill Pay
  • Apply for a loan
  • Update your contact information
  • View and pay your FDLCU Credit Card
  • Set-up alerts
  • Deposit checks using mobile deposit
  • And more!

Once you've installed a Mobile App on your phone, you'll also have the ability to view our hours, ATM locations, financial calculators, and current rates.

I have multiple accounts. Can I see them all in the Mobile App and in the Mobile Website?

When you first log-on, the accounts associated with the login credentials you just used should appear. To switch to another account where you are either a joint owner, custodian, etc. you will need to obtain additional login credentials and create an online profile associated with that account’s membership number. 

How do I obtain login credentials?

To obtain login credentials, you must first enroll in online banking. To do so, go to the Mobile Website or open the Mobile App and tap “Go to Mobile Banking.” Next, tap “Sign Up” near the bottom of the page and then read and agree to the disclosures. You will then need your member number, social security number, and date of birth. From there, simply follow the prompts to create your online profile and login credentials. If you are having trouble or need some help, stop in or give us a call at (920) 921-1123.

How do I make a transfer between accounts?

On the mobile banking sign-on page, log in to the online banking profile in which you want to transfer from. Once you are signed-in, tap the menu icon and select “Transfer.” In the “From” dropdown menu, select the suffix in which you’d like to transfer money from. In the “To” are, there are many different options. You can choose to transfer available funds to:

  • Another suffix within the same account number that you signed on with
  • A cross-account, such as an account you are a joint owner or Custodian on 
  • Any other FDLCU Member, such as one that you have no association with, assuming that you have their account information

If you are wanting to transfer funds from an account that you are associated with, such as a minor’s savings account, simply login with that account’s online banking credentials and follow the steps above.

If some or all of your cross accounts are not appearing in the “From” dropdown menu, simply give us a call at (920) 921-1123, as they often need to be manually added to each online banking profile.

How current is the account information I see in the Mobile App?

All of your account information shown within the app is up to date and current with real-time, complete with pending account activity.

Can I remove a pending transaction?

Only a merchant can cancel your pending transaction. If they don’t respond or refuse to cancel it, you can dispute the transaction once it posts to your account. Stop in or give us a call at (920) 921-1123 and we will be happy to assist you in this process. When contacting us, be sure to specify if the transaction is a charge that happened in error or if it is an unauthorized, fraudulent charge.

Note: When contacting a merchant, it can be useful to note the merchant’s response after you are done explaining the transaction details and asking for a solution. Some things that you might want to write down are the date and time you contacted the merchant, the name of the person you spoke with, and, if applicable, the date in which you are expecting to see an adjustment/correction.

If you know that a transaction will be coming through within the next 3 to 5 business days, and you’d like to stop it, please complete a Stop Payment by stopping in and talking with a Member Consultant.

If you think your card is lost or stolen, or you think someone used your account without your authorization, please act quickly and contact us immediately by calling 1-800-383-8000.

How do I update my contact information?

This feature is only available for mobile banking. On the mobile banking sign-on page, log in to the online banking profile in which you want to transfer from. Once you are signed-in, tap the menu icon and select “My Account.” From there, simply tap and edit the field that contains the information you are wanted to change or update in our system. When you are ready to submit your change, tap “Done” in the top right corner.

My mobile deposits are being rejected. What are the requirements to be eligible to use mobile deposit?

To be eligible to use remote check deposit or mobile deposit the following requirements must be met:

  • Good standing membership
  • Share account (00) must be open for at least 90 days
  • There have been no returned checks
  • There have been no duplicate deposits (one-time mobile deposited and another time deposited at FDLCU or another financial)

Note: For a check to fully process, it must be endorsed properly: "For FDLCU Mobile Deposit Only."

Can I use mobile deposit to pay a loan?

Unfortunately, mobile deposits cannot directly be applied to a loan account. To make a loan payment, please credit the check to one of your FDLCU deposit accounts and process the loan payment separately through the app.

Still have questions?

Give us a call at (920) 921-1123, we're happy to help!

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