To start using Online Banking, please do the following:
If you are unsure of your PIN, please contact us at 805-384-1100 for further assistance.
Q. How do I sign up for the Pacific Oaks Online Banking system?
A. If you have the Telephone Access system, you are automatically signed up. If you do not have this service, click here, print the form and return it to any branch office. Your access will be set up and a Personal Identification Number (PIN) will be mailed to you.
Q. How do I access Pacific Oaks Online Banking system for the first time?
A. In the User ID field input your account number. Your temporary Password is your 8 digit Telephone Access PIN. You will be directed to the “Select a New Password screen” In the Current Password field input your Telephone Access PIN. Then select a New Password (Password requires at least 8 digits and must contain a minimum of one upper and one lower case letter, at least one number and at least one special character.) You will then enter your Password again for confirmation.
You will then be directed to the “Select a User ID” screen. Input the User ID that you wish to use. Next will be Challenge Questions- you will need to answer three questions, then input your email address.
This will bring you to your Account Summary screen. All future access will be done using only your personally selected User ID and Password.
Password, User ID & Security Questions
Q. Is my password case sensitive?
A. Yes. The system requires that your password be at least 8 digits and must contain a minimum of one upper and one lower case letter, at least one number and at least one special character.
Q. Can I change my password?
A. Yes, inside Online Banking click on User Options. Select “Change My Password” follow the prompts.
Q. What if I forget my Password?
A. Click on Forgot Password. Enter your User ID, answer all three validation questions. Select a new password and confirm it. Your password is successfully reset. You will be directed back to the login screen to input your User ID and your new Password.
Q. Is my User ID case sensitive?
A. No
Q. What if I forget my User ID?
A. If the error message says: “Your User ID or Password is incorrect”. Click on “I forgot my User ID”, then input your email address. An email, listing all User IDs associated with that email address, will be sent to you.
You may also contact the Credit Union during regular business hours and a credit union employee will provide your User ID.
Q. What if I lock myself out of my Online Banking access?
A. Contact the Credit Union during regular business hours (Monday – Friday, 9:30am to 5:30pm) (805) 384-1100. Your account will be unlocked and reset. Once reset, you will need your Telephone Access PIN to use as your temporary password. If you do not know your Telephone PIN, a PIN will be ordered for you and you will receive it in the mail in 4 – 5 days.
Q. What if I forget the answers to my questions?
A. If you are being asked the challenge questions, and do not remember them, you will only be able to access your account with a reset. You must contact the Credit Union to reset you, and then you will use your Telephone Access PIN as your temporary password. You will have to select and answer three questions again in order to access your account. It is very important that you remember the answers you have selected for your challenge questions.
EStatements
Q. How do I get eStatements?
A. Click on the eStatements tab, then Online, and then submit. Read and accept the terms.
Q. How do I cancel eStatements?
A. Click on the eStatements tab, then Delivery Options, and then click on US Mail, and Submit Changes.
Q. How do I sign up for Bill Pay?
A. You must have a checking account to use the Bill Pay system. Click on the Bill Pay tab and follow the prompts.
Q. Am I able to apply for a loan using Online Banking?
A. Yes, loans may be applied for using the Web24 loan tab in Online Banking.
Q. What kind of loans may I apply for?
A. You may apply for vehicle loans, Visa, unsecured, recreational vehicles, Home Equity and Closed End Second Mortgages.
Q. May I apply for a first mortgage loan using Online Banking?
A. Please contact the credit union directly for details on first mortgage programs.
Q. How will I know my loan application has been received?
A. You will receive a return e-mail letting you know the application is received and is being evaluated by our loan officers.
Q. What branch office will I have to go to when my loan is approved?
A. You will choose the branch at the time of application so you will be going to the nearest branch to your home or work.
Q. Are Visa loan disclosures available via Online Banking?
A. Yes, pre-disclosures are available when you apply for a Visa loan in Online Banking.
Q. What computer equipment is needed to access Pacific Oaks Online Banking?
A. You must have a computer with Internet access and either DSL, Cable modem, or a Dial Up modem.
Q. What kind of Internet browser do I need to access Pacific Oaks Online Banking?
A. Any browser that supports the SSL (Secure Sockets Layer) protocol. HTML 3.0, Java Script, tables, as well as encryption strengths of no less than 128 bits will work. (In most cases: Internet Explorer v6.0 or higher and Mozilla Firefox v1.5 or higher)
Q. Are there any requirements for my modem?
A. For optimum use, you should use the fastest modem your connection will support. Pacific Oaks Online Banking will transmit information and graphics using a 56K modem.
Q. Does is matter who my Internet Provider is?
A. No
Q. What should I do if Pacific Oaks Online Banking does not support my browser level?
A. Pacific Oaks Online Banking will not allow connections from browsers that do not support high-level security encryption. If your browser level is not acceptable, you can go to Netscape or Microsoft’s home page to download an acceptable version.
Q. What is a cookie and how do I disable the warning message when I keep getting messages about receiving cookies?
A. Cookies are small pieces of information, sent from the server, to be stored in a file on your computer. Cookies can be used for many purposes, but at our site, a cookie is used to store security information needed to maintain a secure, confidential connection to our Internet server. You can disable the cookie-warning message, but you must accept the cookies. Please refer to your browser’s HELP function for instructions on changing your options for cookies.
Q. Can I use the Back feature of the browser to go to a page that I have already been on, or do I need to use the menus to get there?
A. Yes, you can use the Back button to return to prior pages, but we recommend that you use the menus and selection procedures on the pages. For security reasons, some pages automatically expire so that you cannot return to them. If you encounter this, simply use the menus to go to the desired location.
Q. “The page cannot be displayed.”
A. If you can view the other areas of our Website, but are unable to access Pacific Oaks Online Banking, it may indicate a problem accessing all secured Websites. Both your browser and Internet service provider must support secure sites.
Q. Your User ID or Password is incorrect. Please try again.
A. If you receive this message, you have either entered an invalid User ID or your Password was entered incorrectly. Since passwords are case sensitive, check to make sure that the Caps Lock key is not on, as it may alter the way your password is being entered.
Q. Other Error messages
A. If you get another error message that is not listed here or answered in this FAQ or the online HELP, please contact the Credit Union at (805) 384-1100.
Q. Can anyone from the “outside” access Pacific Oaks Online Banking?
A. No. Only members with the correct User ID and Password can log on to our system.
Q. What type of security is used by Pacific Oaks Online Banking?
A. 128-bit encryption.
Q. What is encryption?
A. Encryption is the process of transforming information (referred to as plaintext) using and algorithm (called a cipher) to make the information unreadable to anyone except those possessing special knowledge, usually referred to as a key. Encryption has long been used by militaries and governments to facilitate secret communication and is now commonly used to protect personal information. The process of encryption is what protects data in transit.
Q. Who will answer my questions about Pacific Oaks Online Banking?
A. Any staff member that answers the incoming phone calls can assist you with most questions. Please call during regular business hours (Monday – Friday, 9:30am to 5:30pm) (805) 384-1100. There are also extensive HELP screens, as well as this FAQ in Pacific Oaks Online Banking that should answer most of your questions. There is also a Demo that will walk you through all the screens within the Online Banking system.
Q. Can I e-mail the Credit Union?
A. Yes, e-mails can be sent directly to the Credit Union through Online Banking. Once you have logged into Online Banking, at the top right, select the Contact Us option. E-mails sent through Online Banking are secure, so you may include specific account information.
You may also send us an e-mail through our Web page; however, it is important that you do not provide any confidential information in an e-mail sent this way, as it is NOT secure.
