FAQ | Healthcare FCU

FAQ Categories

Questions & Answers

Mobile Banking

How do I download the app?

The Healthcare Systems FCU Mobile Banking app is available on either the App Store℠ or Google Play™.

Do I need a username and password to log into mobile banking?

Yes. You must use the same username and password that you use for online banking. NOTE: Any member interested in using mobile banking must be enrolled in online banking in order to access Healthcare Systems Federal Credit Union’s mobile banking app.

What if I forgot my username or password?

To retrieve your username or reset your password, visit our homepage and click on Member Login.

Click on Forgot Username/Password in the Login box, and follow the prompts.

Your password reset email will arrive within 3 minutes to your email address on file with Healthcare Systems FCU.

Follow the password reset instructions in the email. Be sure to check your spam folder if you do not see an e-mail from us.

How many incorrect login attempts will lock my Mobile App? How do I unlock my account?

We'll lock your Mobile app access after your fourth invalid login attempt. This will lock you out of both Mobile and Online Banking.

To reset your password, go to the homepage and click on Member Login and then click Forgot Password, and follow the prompts to reset your password.

How do I access Snap Deposit?

Download our Healthcare Systems FCU Mobile Banking App from the App Store (iPhone) or Google Play (Android).

Search for Healthcare Systems FCU.

What are Account Nicknames?

Account Nicknames are an optional way to label your accounts. Nicknaming your loan, savings and certificate accounts is a great way to differentiate them within Online and Mobile Banking. The account nicknames you may have for your different accounts are displayed, rather than your actual account numbers

Can I see my balances without logging into the Mobile App?

Yes! Quick Balances, is a secure feature that displays your account balances and (5) five most recent transactions without the hassle of logging in. Learn More

How can I further protect my account information

- Use the screen locking feature of your mobile device.
- Never save your account number on your mobile device.
- Always use the Logout feature of the mobile app.
- Request a password change if your mobile device is lost or stolen

Is Secure Chat live?

No, not quite. Secure Chat allows you to send a message and log out, without closing the conversation. This allows you to check it at your convenience, on either the Mobile App or within Online Banking.

External Transfers

What is an external transfer?

External Transfer is a money movement tool that allows you to transfer funds between your Healthcare Systems FCU account and your account at another financial institution.

Before you can make an external transfer, you must verify your account with the other financial institution. This is a one-time process that must be completed for each external account you wish to use.

Why do I have to verify my account?

We use the verification process to help protect your account and ensure transfers are legitimate. This verification process is a safeguard to make sure that only you can add accounts, prior to your first transfer.

How does the external account verification process work?

After the initial set-up of your external account, Healthcare Systems Federal Credit Union will make three small deposits to your other account within 3 business days.

Once you know the amount of the deposits sent to the account you are adding, just login to your account, then select "External Transfer" and click on "Verify".

Enter the three deposit amounts, once entered correctly, your external account is active.

How long does it take to complete an external transfer?

An external transfer will normally take one to three business days to complete.

Snap Deposit

I downloaded the App, but it's asking me for an username number and password. What do I do?

The username and password used to log in to the Mobile Banking App is the same username and password used to log in to Online Banking. If you're not yet enrolled in Online Banking, enroll quickly and easily today at https://healthcaresystems.ns3web.org/log/in

What is the best way for me to take a picture of my check?

Please read the following tips to make sure your check deposit transaction is as smooth as possible:

Place the check on a flat well-lit surface that contrasts with the check color (if your check is white, take the picture on a black table).
Take each picture from directly above the check and not at an angle. Rotate your device to landscape mode when taking the picture.
Take each picture as close as possible, while ensuring that all four corners of the check are visible in the frame.
Make sure each picture is properly focused and not blurry.
Make sure your camera resolution is set to at least 1024 x 768.

Do I need to retain my check after I deposit it?

Yes, please keep your check for 14 days after the date of deposit.

I took photos of my checks, but when I log into the App, I don't see the pictures. Where did they go?

Only photos taken within the Snap Deposit App can be used for deposits. After you log into the App, choose the deposit account and enter the deposit amount, you will be prompted to use the camera on your device to take a photo of the front and back of the check. Photos taken outside of the App cannot be used for deposits.

If I have questions‚ where can I go to receive help?

Within the Snap Deposit App, select "Help” or "?” and you will be taken to our Snap Deposit Help Page.

You can also communicate securely with us via Online Banking or Mobile Banking by logging in and selecting the Secure Chat Tab, then clicking on Send Us a Message. You can also give us a call at (703) 776-2700.

Overdraw vs. Overdraft

What does Overdrawing my account mean?

Overdrawing is a feature in which your checking account balance is allowed to go below zero. For example, you have a $40 balance in your account and use your debit card to buy a $70 pair of shoes. The transaction is processed, and your account balance is now -$30.

What is Overdraft Protection

Overdraft protection is a service to account holders who choose to allow overdrawing. We have 3 overdraft protection options available.

Types of Overdraft Protection Options

Share Saving Transfer which transfers funds from your Savings Account to cover debit card and check overdrafts.
Overdraft Line of Credit which offers flexibility and convenience by automatically advancing funds into your checking account before incurring any fees. You can also transfer money from your Overdraft Line of Credit whenever you need quick access to funds.
“Overdraft Protection or ODP” which will pay an overdrawn amount for you with the understanding that you will pay them back within 30 days. In this case, the full amount you are overdrawn is transferred out of your checking account the next time a deposit is made. There is a $30 fee per item.

One of the best ways to prevent overdrawing or bouncing checks is to monitor your account balance with:

Account Alerts; Emails or Texts that automatically notify you if your checking account balance falls below a specified amount.

What is an Overdraft?

An overdraft occurs when you do not have enough money in your account to cover a transaction, but we pay it anyway.

SavvyMoney

What is SavvyMoney?

SavvyMoney is the best credit score information service out there if you’re looking to crack the code of credit ratings or learn how the information on your credit reports translates into a score. SavvyMoney will help you cut through the clutter of opinions and sales pitches to get to the facts of how you can use your credit to accomplish your life goals.

Does using SavvyMoney hurt my credit score?

Utilizing the services or products offered by SavvyMoney will never directly impact your credit score. When SavvyMoney accesses your credit file information, it results in a “soft inquiry” that doesn’t alter your score in any way.

Is it really FREE?

There is no cost whatsoever for the SavvyMoney credit score services or products provided to you by the Healthcare Systems Federal Credit Union.

Will you honor my SavvyMoney Score for loan applications?

Absolutely. While your SavvyMoney credit score may differ from the scores we get from the credit bureaus, we always provide you with the best offer we can. If your SavvyMoney score is different than the score we have, simply print out your score and let us know. We will review your information and determine if there is a better offer we can provide you.

How can SavvyMoney benefit me?

A free credit score every month
Personalized analysis of each component of your score
Clear, simple explanations of factors impacting your score
Videos and daily articles from personal finance expert Jean Chatzky

Bill Pay

What is bill pay?

Online Bill Pay Service is secure, fast and convenient and let’s you make payments online to virtually anyone, anytime, anywhere!

Easy payment setup: Setup single payments or recurring payments, such as utility bills, mortgage, rent and car payments.
Payment tracking: View pending payments, most recent payments paid, and any bill reminders you've established.

Bill Pay is available through Online Banking and our Mobile Banking app for Apple^®and Android^™ powered devices.

Will I have a separate password for bill pay?

No, once you have logged into Mobile or Online Banking you will be able to access your bill pay account.

How are payments delivered to Billers?

Billers are businesses or individuals to whom you are making a payment. Payments you make through Bill Pay are delivered in two ways:

Most payments are delivered electronically. Payees who are paid in this way receive your payment information, including your account number, through secure electronic transmission.
All other payments are made by a paper check that is issued and mailed to the payee.

How are payments deducted from my account, and when?

Payments you make through Bill Pay are deducted in two ways:

Most payments are delivered electronically. Payments sent electronically will be deducted on the payment due date indicated in Bill Pay.

A Direct Check which will be drawn on your checking account. Funds are withdrawn from your account when the Laser draft check is presented for payment by the payee’s financial institution.

For this reason, it is important you remember and/or keep a record of your payment in a checkbook or financial software. The payment will not be deducted from your available balance until the funds are actually withdrawn.

*In all of the above scenarios, the funds are withdrawn on or after the due date you select. This means that you can schedule payments in advance without fear of them being prematurely deducted, but you should plan to have funds in the account on the date you indicated the payment as due.

How do I stop or cancel a payment?

Once you have scheduled a payment, there are two statuses that will show in the Payment Center screen of bill pay: Pending or Processing.

If a payment is “Pending” you may click to “Change” the date or the amount or “Cancel” the payment altogether.
If the payment is “Processing,” you will not be able to make changes without contacting us at 703-776-2700.

What’s an eBill?

If you’re not currently paying bills online, you probably receive all of your bills in your mailbox at home. Many companies you do business with offer you the ability to receive their bill online at their website or through your credit union. If you can receive the bill electronically, then it is an eBill.

How do I pay an eBill?

eBills are delivered to the websites of companies who you do business with. This could be your credit union, or any company that sends you bills (cable, phone, power, credit card and so on). You’ll find all the same information you’re used to seeing in your paper bills.

Then, when you’re ready to pay, all you need to do is choose the amount, schedule the date you want the bill paid and click to pay.

I already automatically deduct some payments from my bank account. Is that the same thing as an eBill?

No, that’s an automatic debit. A car loan payment you’ve authorized your bank to deduct from your account each month is an example. Paying your bills online is sort of like an automatic debit, only better, because you maintain control — you decide when to make a payment and you specify the payment amount. If you want to set up a recurring bill to be paid automatically every month so you can save time, you can — with online bill payment, the choice is yours.

Borrow General

What does APR mean?

APR stands for Annual Percentage Rate. APR is a common term that helps you compare rates (apples-to-apples) when looking around for a loan. It includes total interest and fees that are charged each year on a loan.

What is does a FICO Score mean?

Determined by the Fair Isaac Corporation, your FICO score is the most common type of credit score and is measured on a scale between 300 and 850. Lenders use your FICO score to determine if they will lend to you and, if so, with what kind of terms. The higher your score, the better your credit. Another way to think of it is the higher your score, the lower your rate.

What does DTI mean?

DTI means Debt-to-Income ratio. DTI measures your total outstanding debt to your annual income. Lenders use your DTI to determine your ability to pay back a loan. The lower your DTI, the better your loan terms.

What does collateral mean?

Collateral means something of value used to secure a loan. In the case of a home loan, the collateral is your house. In the care of an auto loan, the collateral is your car. Collateralized Loans are often referred to as Secured Loans.

Why do my credit scores differ?

There are three major credit-reporting bureaus—Equifax, Experian and Transunion—and two scoring models—FICO or VantageScore—that determine credit scores. Financial institutions use different bureaus, as well as their own scoring models. Over 150 factors of a credit report may be taken into account when calculating a score and each model may weigh credit factors differently, so no scoring model is identical. No matter what credit bureau or credit scoring model is used, consumers do generally fall into specific credit ranges:

Excellent 781–850 Good 661-780 Fair 601-660

Unfavorable 501-600 Bad Below 500

Home Equity

What does LTV (Loan-to-Value) mean?

LTV or Loan-to-Value or is the amount of money you’re borrowing as a percentage of your home’s value. To calculate the LTV on your home; divide your mortgage balance by the appraised value of your home.

Personal Loan

When is a personal loan right for me?

If you have a high-interest credit card racking up debt and want to move this amount to a fixed rate loan with a defined payoff period, consider a personal loan.

Any large purchase or event —such as a wedding or vacation—qualifies, if you would end up charging it on your credit card without being able to pay them off within a month.

How do I select which debts to consolidate?

You need to find out the interest rate on your credit cards. Once you have determined the rates on your credit card debt, you generally want to select the credit cards with the highest rates and pay those cards off.

Another factor to help you determine which credit card balances to consolidate is that you want to keep your credit utilization ratio at about 30% for all lines of credit. In other words if you have a credit card with a $10,000 credit limit you want to keep the balance below $3,000. So if you can pay off multiple credit cards and achieve a 0% utilization ratio that will generally help your credit score.

Account Alerts

How many account alerts can I sign up for?

There is absolutely no limit to the number of account alerts you can sign up for. You can sign up for multiple types of account alerts as well as sign up multiple times for each type of account alert.

For example, you can set up a Minimum Balance Account Alert to be notified when your checking account balance drops below $200.00. You can then set another Minimum Balance Account Alert to be notified if your savings account drops below $50.00.

Why aren't all the account alerts available to me?

The account alerts that are available to you depend on the types of accounts you have. For example, if you do not have a loan, then the Loan Payment Due Account Alert will not be available.

How do I change my account alerts?

Are account alerts safe to use?

Yes. Account alerts are safe and do not include any confidential information your accounts. The account nicknames you may have for your different accounts are displayed, rather than your actual account numbers. If you haven’t selected a have a nickname for your account, then the name (i.e. Checking) and suffix number (i.e. 5) are displayed in the alert.

Savings Account

How does Reg. D affect me and my Savings Account?

In any given month, you are limited to no more than six (6) preauthorized, automatic, electronic or telephone transfers from a savings account governed by Regulation D. If you exceed these limitations, your transaction may be refused or reversed, and your account may be subject to a fee.

What is Regulation D (Reg. D)

Reg. D is a federal regulation that applies to all financial institutions. You are allowed up to six (6) preauthorized or electronic withdrawals/transfers from all types of savings accounts (which are considered to be non-transaction accounts) each calendar month.

Which accounts at Healthcare Systems FCU are considered non-transaction accounts?

Non-Transaction Accounts include all Savings accounts, Club (Vacation and Holiday) accounts. Collectively these accounts are referred to as “Savings Account” in this FAQ.

What transactions are subject to Reg. D limitations?

Preauthorized or automatic electronic withdrawals such as phone and utility bills. Also, transactions done using Online Banking or Mobile App and phone transfers using e-Phone, fax, or by calling our Contact Center. This applies when funds are coming from or being sent to a Savings Account.

Applies whether:

The funds are being transferred to another account.
The funds are being sent to a third party via preauthorization, Bill Pay, or wire transfer.
The funds are being automatically transferred from a savings account to a checking account to cover an overdraft.
The funds are a scheduled transfer that was set-up by account holder in home banking.

What type of transactions are not considered Reg. D Transactions?

Any Checking Account transaction
Transactions from an account type noted above that are completed in-person at an Healthcare Systems FCU branch or Shared Service Center
Transactions made using an ATM
Transfers from an account type noted above that are being applied to an Healthcare Systems FCU loan account or MasterCard
Automatic payroll allocations
Transactions completed by mail or branch drop box

What can I do to make sure that I do not exceed the Reg. D limit?

We make it easy for you to avoid the Reg. D limit by;

Open a FREE Healthcare Systems FCU Checking Account. Checking accounts are not subject to Reg. D restrictions.
Have preauthorized payments (such as phone & utility bills) automatically deducted from a checking account, not a savings account.
Make one large transfer to your checking account to cover anticipated usage, instead of making many small transfers throughout the month.
Visit a branch or ATM location to make withdrawals or transfers.
Balance your checking account to avoid overdraft transfers from your savings account.
Apply for a Healthcare Systems FCU Line of Credit to use as overdraft protection.

What happens when the Reg. D Limit is reached in a calendar month?

Once you have reached the six (6) allowable transactions in a calendar month, you may not be allowed to make further transfers/withdrawals from the affected account unless they are made in person at a Healthcare Systems FCU branch location, Shared Service Center or at an ATM. If you exceed these limitations, your transaction may be refused or reversed, and your account may be subject to a fee.

How much are my accounts insured for?

Your funds at Healthcare Systems FCU are insured up to $250,000 by the National Credit Union Share Insurance Fund (NCUSIF), a division of the National Credit Union Administration (NCUA). Individual Retirement Accounts (IRA) are insured separately up to $250,000.

Checking

What is the credit union's Routing Number?

Healthcare System FCU's routing number is 256078543.

How do I setup Direct Deposit to my account?

To set up direct deposit to your Credit Union account, simply provide your payroll department with the Credit Union’s routing number (256078543) and your 10-digit Direct Deposit/MICR Number.

What is my Checking Account Number?

Your 10-digit Checking Account Number can be found by logging into Online Banking and selecting the deposit account for which you would like the information. Simply:

Log in to Online Banking.
Select your Checking Account .
The routing number and Checking Account Number will appear at the top in the Account Details section.

Your 10-digit Checking Account can also be found on the bottom of your checks. You will see a series of numbers separated by colons (:) or other symbols. Your Checking Account Number is the series of numbers in the middle (see bold below).

Example: 256078543 : 01234567890: 0000

How do I deposit a check made out to Two People?

Healthcare Systems FCU members may sometimes receive a personal check or tax refund made out to two names. If you receive such a check, you can tell how to deposit it at Healthcare Systems FCU by noting how both names are written in the "Payable To" line:

If the names are separated by the words "or" or "and/or", or by a comma, or if each name is on a separate line, then the check can be deposited in person at a Healthcare Systems branch if it's signed by either individual. The check can also be signed by either individual and deposited via Snap Deposit with our Mobile App.

If the names are separated by the word "and", then the check must be signed and deposited by both individuals in person at a Healthcare Systems branch. Alternatively, the check can be signed by both individuals and deposited via Snap Deposit with our Mobile App into their joint account.

IRA

What is an IRA?

An IRA is an individual retirement account. It is a personal savings plan that allows you to set aside money for retirement with tax advantages.

There are two primary types of IRAs: Traditional and Roth. Depending on which one you choose, you may be able to deduct some or all of your contributions. You also may be eligible for a tax credit equal to a percentage of your contribution.

How much can I contribute to my IRA?

You can contribute up to $5,500 for 2018 to an IRA, provided you earn at least that amount in compensation. If you are age 50 and older before the end of the year, you can make an additional $1,000 catch-up contribution, for a total of $6,500 for 2018.

Keep in mind that your annual contributions cannot exceed your annual compensation. In addition, any contributions you make to one IRA type (Traditional and Roth IRAs) will reduce contributions you can make to another type of IRA. In other words, for 2018 you can contribute a combined total of up to $5,500 ($6,500 with catch-up) to both Traditional and Roth IRAs.

Can I roll over my 401k assets from my previous employer to my IRA?

When you’ve left your employer, you have the option of directly rolling over some or all of the eligible distribution from your retirement plan to an IRA. Doing so allows you to keep accumulating tax-advantaged savings.

Before deciding, make sure you review your previous 401k plan’s investments, fees, services, withdrawal restrictions, and distribution options. Then compare your existing plan with an IRA and your new employer’s retirement plan, if you have one.

What is the primary difference between a transfer and a rollover?

In the case of a transfer, an individual’s IRA assets generally are transferred directly from one financial organization to another. Because IRA assets are not paid to you, transfers are not reported to the IRS.

With a rollover, on the other hand, IRA assets generally are paid to you and then you must redeposit the assets into an IRA within 60 days to avoid taxation. Because assets are distributed to you, financial organizations must report rollovers to the IRS and you must report the rollover to the IRS on your federal income tax return, even though a completed rollover is a nontaxable event.

How long do individuals have to complete a rollover contribution?

You generally have 60 days beginning with the day after you receive an IRA distribution to roll it over and avoid taxation. Certain exceptions apply, see your tax advisor for additional information.

Are IRA distributions taken before age 59 ½ subject to additional tax?

IRA distributions generally are subject to income tax, and a 10 percent early distribution penalty tax applies if the IRA assets are distributed before the IRA owner turns age 59½, unless a penalty tax exception applies. IRA assets that represent after-tax dollars (e.g., nondeductible Traditional IRA contributions, Roth IRA contributions) are not taxed when distributed because these assets have already been taxed. Tax laws provide several exceptions to the federal penalty tax.

What is the difference between Individual Retirement Account and the retirement account (i.e., 401k) provided by my employer?

An IRA account at the credit union is an insured tax shelter. You can make deposits or withdrawals and have them insured up to $250,000. The rate of return on IRAs Healthcare Systems FCU is disclosed based upon the options (Savings or Share Certificate); there are no administrative or plan fees with our IRAs. Check out our Retirement Central Site to learn more.

Your employer or plan provider would be the best source of information on what they offer.

Helpful Auto Tips

How much is your new car really going to cost?

Between the price of the vehicle, insurance, taxes, registration, gas, financing costs, and maintenance, a car can be a necessary but costly purchase.

According to Zebra, the average annual car insurance premium, in Virginia, is $901, and in Maryland, it is $1,240, in Washington, DC, it is $1,331.

According to AAA, during 2019, fuel cost 11.5 cents, and maintenance and repairs cost 8.9 cents per mile.

Sales Tax – Virginia charges 4% of the gross sales price, Washington, DC, and Maryland charge 6%.

License, Registration, and Title fees vary by state.

In general, you’ll want to minimize your total finance costs by getting the shortest loan term you can afford. Consider a late-model, gently used vehicle. New cars lose around 20% of their value the moment they leave the lot, so you can save big if you look for a year or two old car. Your insurance costs could be less, too.

How often do the rates change for car loans?

Auto Loans vary by lender, but generally, as the Federal Reserve (the Fed) cuts (lowers) rates, auto loan rates will decline as well. The inverse is also true, so if you hear the Fed is raising rates, you can expect auto rates to increase as well.

Why is getting preapproved for an auto loan so important?

A Preapproval with an Auto Express Check puts you in the driver's seat, bypassing the monthly payment game with the salesperson. If you negotiate based on a monthly payment, it’s easy to lose sight of the car's real price.

You can negotiate the best price on the auto and stable value for your trade-in, with the dealer rather than concentrate on a monthly payment, which can easily be adjusted in the dealer's favor.

Debit / Credit Card Operation

When will I get my new card?

A debit or credit card for a new account should arrive via USPS in 5-7 business days.

For expiring cards, you will receive your new card after the 15th of the expiration month. Example: If your card expires in July 2020, you can expect the card to arrive around July 19th.

Money Manager

What is Money Manager?

My Money Manager is a personal financial management service that securely combines, organizes and tracks all of your financial information. With it you can automatically track expenses, create "bubble" budgets, set goals and plan for the future.

Who can use Money Manager?

Money Manager is a free service for Healthcare Systems FCU Mobile and Online Banking users. If you are not a member, click here to join us. You may also reach us at 703-776-2700.

Is Money Manager secure?

Yes. Using Money Manager is safe. All data is transmitted over Secure Sockets Layer (SSL) with a VeriSign Class 3 Extended Validation SSL Certificate.

Is Money Manager difficult to set up and use?

No. Setting up your Money Manager account is easy. Simply log in to Mobile or Online Banking, click the Account Services link at the top of the page, select Money Manager.

Your first time usually takes 5-10 minutes to fully complete the process. Once inside Money Manager, you'll find built-in tutorials, videos and a knowledge bank to help you set up and manage your accounts.

What if I need help?

Money Manager includes built-in tutorials, videos and a knowledge bank that helps you answer the most common questions. If you do not find the solution there, you can contact online support by clicking the ? icon in the upper right corner of Money Manager. Or you can send us a Secure Chat Message in Mobile or Online Banking.

How does Money Manager get my transaction history?

Money Manager connects to other institutions through a secured connection by using your user ID and password to collect your financial transactions. Money Manager then automatically creates a budget using the transaction codes to categorize each transaction.

How does Money Manager get my transaction history?

Apple Pay

How do I add my cards to Apple Pay?

For device-specific instructions, please visit the Apple Pay page on the Apple website at apple.com/apple-pay. Click on the "Learn how to set up Apple Pay" link.

Where can I use Apple Pay?

You can use Apple Pay in restaurants, grocery stores, any stores that accept contactless payments. You can also Apple Pay in all kinds of apps, and on the web using Safari. Using the latest iOS or Watch OS, you can also send and receive money in Messages.

Is Apple Pay safe?

Yes. Your Healthcare Systems Federal card number isn't stored on your phone or given to the vendor. A specific code is created for your device; the cashiers never see your personal information.

I am trying to load my debit and/or credit card into Apple Pay and am being prompted to contact the credit union to verify my card. Why is this happening?

There are various reasons why you may be asked to contact the Credit Union to verify your account. Please contact us at 1-800-250-9676 if you receive a message to verify your account. This additional verification step is for your protection to ensure that your card is not being added to Apple Pay without your consent or knowledge. As part of the verification process, you may be asked to confirm recent account activity.

The most common example is a mismatch between the address registered in your iTunes account and the billing address associated with your card(s).

Which credit union cards can I use with Apple Pay?

You can use both your credit and debit cards with Apple Pay.

What do I need to get started with Apple Pay?

iPhone® SE, iPhone 6 and later ®
iPad® (5th or 6th generation), iPad Pro®, iPad Air® 2, iPad Mini® 3 and later
Apple Watch® (1st generation or Series 1-4)
Mac models with Touch ID, or Mac models 2012 or later with an Apple-Pay enabled iPhone or Apple Watch
The latest version of iOS, watchOS or macOS
Face ID or Touch ID on your device
An Apple ID signed in to iCloud

Samsung

What is Google Pay?

Google Pay is a safe and simple way to make mobile payments and it works at almost any retailer where you can swipe or tap your card. Send money to a friend to split expenses for dinner, bills, rent, and more. Easily keep track of who you've paid.

eDocuments

What types of eDocuments can I access online?

We currently offer the following eDocuments:

Account Statements (eStatements)
Account Notices (eNotices)

Tax Documents

1099INT - Interest Income
1098 - Mortgage Interest Statement

What is an eNotice?

An eNotice is an electronic copy of a traditionally mailed notice, but instead is made available through Mobile or Online Banking. When you sign up to receive eStatements and eNotices, you will no longer receive a paper statement or notice in the mail. You must provide an email address to receive notifications.

What is an eStatement?

An eStatement is an electronic copy of your monthly account statement available through Mobile or Online Banking. When you sign up to receive eStatements and eNotices, you will no longer receive a paper statement or notice in the mail. An email address is required to sign up for these free services.

How do I sign up?

If you are already receiving eStatements user, you don't have to do a thing. Your eStatement enrollment automatically enrolled you for eNotices.

To enroll in eStatements and eNotices, log-in to Digital Banking, select Account Services, and click on eStatements to complete a brief enrollment form.

Do I need special software to view eNotices and eStatements?

Adobe Acrobat Reader is needed to view your eNotices. You can download the software for free at http://get.adobe.com/reader/

You may view them online, print, or download them to your computer or smartphone.

Are eNotices and eStatements emailed to me?

No, for security reasons, we do not email you the actual statements or notices. Instead, you will receive an email message notifying you when your eStatement is available and/or you have a notice ready for viewing in Mobile or Online Banking.

Gift & Reloadable Cards

How do I activate my gift card?

You can call 866-902-6082 or Click Here. If you are experiencing difficulty, please contact us by calling 866-902-6082.

How do I view my balance and transactions?

Reloadable Card: To check your reloadable card balance and view your transaction history online, you will need first to register your reloadable card.

Gift Card: To check your gift card balance and view your transaction history online, you will need first to register your gift card.

View balances and transaction history, report lost or stolen cards, or handle fraud/dispute questions at www.HealthcareFCU.org or by calling 1-866-902-6082.

Where can I purchase one?

Reloadable Visa Cards are available for purchase online.

VISA Gift Cards are available for purchase at all Healthcare Systems FCU locations for a $4.95 fee per gift card.

How does a Prepaid Card work?

It's a reloadable prepaid Visa debit card (“Prepaid Card”), which means you can spend up to the value placed on the Prepaid Card anywhere Visa cards are accepted. You can shop in stores, online, over the phone, and by mail order. You can get cash at ATMs worldwide. Each time you make a purchase, the amount of that purchase is automatically deducted from the Prepaid Card.

How do I know the balance on my Prepaid Card?

You can check your balance at our Web site, www.healthcarefcu.org or by calling your local branch; or by calling customer support at 866-760-3156. Since a merchant may not be able to tell how much money is on the Prepaid Card, keeping track of your balance is a sure way to know how much you have to spend.

Will I receive statements showing charges on my Prepaid Card?

Once you activate your Prepaid Card, you will receive periodic electronic statements showing all activity on your Prepaid Card.

Do I have to wait until I get a statement to see the transactions on my Prepaid Card?

Your Prepaid Card My Card Manager mobile app and website will provide you with up to date information on all your transactions. You can always view this information by accessing the website at www.healthcarefcu.org or by contacting 866-760-3156.

What is the difference between my pending transactions and posted transactions shown on the My Card Manager mobile app or website?

With a pending transaction, the transaction has been authorized for a specific amount, but that transaction has not been submitted for final settlement. The funds are still on your Prepaid Card but are reserved and cannot be used. With a posted transaction, the transaction has been submitted and cleared for payment to the merchant, and the amount of the transaction has been deducted from the funds available on your Prepaid Card.

Where can my Prepaid Card be used?

Your Prepaid Card can be used to make purchases at millions of Visa debit locations worldwide and to obtain cash at ATMs worldwide.

Are there transaction or reload limits?

Purchase transactions are unlimited up to the balance remaining on your Prepaid Card. However, for the protection of our cardholders, there are limits to the number and dollar amount of reloads, ATM withdrawals, and cash advances performed within a certain time period. To learn more about the current limits, please reference your terms and conditions.

Who can order or use the Prepaid Card?

Our VISA Prepaid Card can be purchased by our members in branch, or online via the My Card Manager website with a valid debit or credit card registered in his or her name. The individual purchasing the Prepaid Card is defined as the primary cardholder. The address listed for the primary cardholder must match the billing address for the debit/credit card used to purchase the Prepaid Card. Personalized primary cardholders can order online up to 2 personalized secondary cards for family members or companions. When purchasing a secondary card for a young person with no card experience, be sure to go over all of the materials that accompany the Prepaid Card.

Can I purchase a VISA Prepaid Card as a gift or for some else such as a dependent?

VISA Prepaid Cards cannot be given as a gift. You purchase the VISA Prepaid Card for your own personal use, whether it be for general spending or travel expense or anything else. Parents can purchase a personalized, primary Prepaid Card for themselves and then order a personalized secondary/companion Prepaid Card for their dependent. Only the parent can load value to the Prepaid Card.

Can I purchase a VISA Prepaid Card as a gift or for some else such as a dependent?

How do I get a Prepaid Card?

You can order personalized Prepaid Cards directly at this site, or purchase a personalized Prepaid Card or a non-personalized Prepaid Card at your local branch.

Will my credit report be checked to determine if I can obtain this Prepaid Card?

No, a credit check is not required or performed to open a Healthcare Systems FCU VISA Prepaid Card. However, approval is contingent upon passing mandatory cardholder identification confirmation.

Will my Prepaid Card usage affect my credit?

The Prepaid Card is a reloadable prepaid Card program – and as such, your usage does not affect your credit rating.

Does the cardholder need to sign an agreement?

Each Prepaid Card is distributed with Terms & Conditions. This document fully explains the terms and conditions regarding the use of the Prepaid Card. This document can also be viewed online. The cardholder accepts the terms and conditions by either signing the back of the Prepaid Card, using the Prepaid Card, or receiving the Prepaid Card by request.

How do I activate my Prepaid Card and obtain my PIN?

Your Prepaid Card can be activated by logging into this Prepaid Card site and clicking on the Activate Card button; it then prompts you to choose a 4 digit PIN. You may also call the customer support number listed on the back of your Prepaid Card to activate it. An assigned PIN will be automatically spoken after your Prepaid Card is activated; you will have the opportunity to select a new PIN if you choose.

Can my Prepaid Card be used for PIN purchases?

Yes, you can use the Prepaid Card for PIN purchases. If the merchant’s terminal can accept PIN, choose the debit option. You will then be prompted to enter your PIN.

Can my Prepaid Card be used for signature purchases?

Yes. If the merchant’s terminal accepts credit, select the credit option. You will be asked for your signature and will not be asked for your PIN. Please note that your Prepaid Card is still a reloadable prepaid card and can only be used for the funds available on your Prepaid Card. Selecting credit only changes the way the Prepaid Card processes; it does not change your card type, and we will not extend you credit.

Can I use my Prepaid Card for online purchases?

Yes. You may use your Prepaid Card for mail order, telephone, and online purchases. Please make sure you enter the correct billing information, including your name and the address on file for your Prepaid Card, or the transaction may be declined. Please note that your Prepaid Card cannot be used for online gambling.

Can I use my Prepaid Card to pay bills online?

Yes. You may use your Prepaid Card for online bill pay. Please make sure you enter the correct billing information, including your name and the address on file for your Prepaid Card, or the transaction may be declined.

Why do I need a text message to log in?

For security purposes, we register every device you use to access your Prepaid Card. When we do not recognize a device, we will send you a text message with a code to register it (standard text message rates, fees and charges may apply). If you do not receive the text message or would prefer that we do not send you one, you may call cardholder support at 800-274-3004 to receive your verification code.

What happens if I need to return an item?

Each merchant location has its own return policies and will handle the returns in the same manner as any other VISA transaction and may take up to 7 business days to be credited to your Prepaid Card. They may credit your Prepaid Card, provide a cash refund, or a store credit.

What if the purchase is denied?

If a decline occurs, the Prepaid Card's available balance is probably less than the purchase amount. You may inform the merchant of the remaining balance on the Prepaid Card and use another form of payment to pay the difference, subject to the policy of the merchant. Also, please be aware that some merchants - for example, restaurants, car rental agencies, salons, mail-order companies, and cruise lines - preauthorize for an amount slightly higher than your actual transaction to ensure sufficient funds for tips or incidental expenses. This amount is "held" until the transaction settles to your Prepaid Card. Only the amount you sign for will ultimately be deducted from your Prepaid Card. Use of the Prepaid Card at automated fuel dispensers requires a minimum balance of $100.00. Again, only the actual amount spent will ultimately be deducted from the Prepaid Card.

How can I withdraw cash with my Prepaid Card?

You can use your Prepaid Card and PIN to withdraw cash at any ATM that accepts VISA. Some merchants also will allow you to receive cash back when you use your Prepaid Card and PIN to make a purchase. Financial Institutions may also allow cash advances. Limits are based on your Prepaid Card program; see your Cardholder Agreement for details.

Do some merchants get authorization to charge more than the actual amount of a purchase?

When the Prepaid Card is used for certain kinds of transactions, the merchant accepting the Prepaid Card may request advance authorization of that transaction and may estimate the amount of the transaction. This is usually because the final purchase amount is not known at the time you present your Prepaid Card. For example: Gas stations will accept the Prepaid Card to prepay for fuel inside the station, but “pay at the pump” purchases may be authorized for an amount greater than the gas purchase. Restaurants, hotels, and car rental agencies may get authorization for an estimated purchase amount, rather than the actual purchase amount. See your Cardholder Agreement for details.

What is an Authorization Hold?

An “Authorization Hold” is a temporary hold on the funds available on your Prepaid Card for the amount of that authorized transaction. An Authorization Hold generally will be released within 3 business days after the date we authorized that transaction. However, certain merchants, especially rental car companies, hotels and others that authorize high dollar amounts may cause an Authorization Hold to remain in effect for up to 30 days. You can learn about each Authorization Hold on the funds available on your Prepaid Card at any time by calling 866-760- 3156 or logging in to the Prepaid My Card Manager mobile app or website. Certain transactions may be handled differently by different merchants. If you are unsure of a merchant’s policy, it is best to ask before presenting your Prepaid Card.

Can I reload the Prepaid Card?

Yes, the card can be loaded up to 4 times for Non-personalized and unlimited times for Personalized. To reload using the credit or debit card registered during enrollment, primary cardholders can visit the website, call the number listed on the back of their Prepaid Card, or visit your local branch. Any applicable fee for reloading via the website or by phone will be charged to your funding source, along with the value being added to your Prepaid Card. You may register up to two credit or debit cards and one bank account as a funding account. Your Prepaid Card can always be reloaded by visiting your credit union’s branches.

What do I do if I have a Non-Personalized Prepaid Card and I've reached the 4-load limit?

If you choose, a new Personalized Prepaid Card can be ordered from the website or by going into your local branch. You can continue to make purchases using your old Prepaid Card until the balance has been depleted.

Why might my initial load or reload be declined?

Possible reasons your initial load or reload might be declined are: the name/address on file with the debit/credit card issuer does not match the primary cardholder profile on the VISA Prepaid Card website, the debit/credit card expiration date or 3 digit code listed on the website is incorrect, or the reload limit or other applicable limits have been exceeded. First, verify your funding source information and the total number of reloads performed to date. If this does not resolve the issue, call the toll free number on the back of your Prepaid Card to discuss other limits that may have been exceeded.

How do I register my checking/savings account as a funding account for my Prepaid Card?

Log into the mobile app or website and select “Load Funds,” then “Bank Account”. You will enter the bank routing number and your specific Account Number. The ownership of the account must then be verified. You will receive two small deposits and two debits in the exact amounts of those credits in your bank account within 3-5 banking days. The description in your bank account will say something similar to “Prepaid Fund Acct Trial Dep”. Once you see those, log back into your Prepaid Card’s website/mobile app. Go to “Load Funds/Bank Account” and enter those exact trial deposit amounts to confirm verification of your bank account. After successful verification, you can use your bank account as a funding account for your Prepaid Card.

Can I retry to register my checking or savings account if it got declined?

Yes, first contact your credit union to make a request to have your checking/savings account removed from the Negative File. Once approved, the account is removed from the Negative File and you may register it again.

How do I set up Direct Deposit?

Log into the mobile app or website and select “Load Funds,” then “Direct Deposit.” You will be able to see the bank routing number and your specific Account Number. You can provide the routing and Account Number associated with your Prepaid Card to your employer or another entity who pays you. You can deposit all or any portion of your payroll amount to your Prepaid Card on a recurring basis. You can also use this information to receive funds owed to you by the U.S. government, such as a tax return or Social Security checks.

Can the Prepaid Card ever have a negative balance?

Any authorization request that is greater than the Prepaid Card's available balance will be declined. However, there can be times when a VISA merchant puts an item through without prior authorization. If an overdraft occurs, the cardholder will be required to either reload funds onto the Prepaid Card or make a payment to Cardholder Services to cover the negative amount.

Do I have the option to request overdrafts on my Prepaid Card?

Reloadable prepaid account programs are subject to regulatory controls which do not allow for the Prepaid Cards to be overdrawn.

Can I have Text Alerts go to multiple phone numbers?

You can have alerts sent to only one mobile phone number (standard text message rates, fees and charges may apply).

What are the categories on the My Card Manager dashboard?

Our simple yet powerful dashboard is designed to provide you with your most important information all on one screen. The dashboard contains your available balances for general spending, budgeting, your set-aside funds, recent transactions and loads along with critical account and transactional messaging.

How does Spend Tracking budgeting work?

The My Card Manager Spend Tracking budgeting component will track your purchases based on budget category. If you choose, upon your initial use of the Prepaid Card, we will track your transactions for the first 30 days. After those 30 days, we will automatically create budget categories and amounts based upon those transactions. You will always have the opportunity to edit (add/delete/change) the budget categories and change the suggested budget amounts. Using the intelligence within the My Card Manager system, we will proactively keep you informed when you are spending within your budget or spending at a rate that is below or above your estimated budget.

Will my Prepaid Card get declined if I go over budget?

No, we do not decline transactions based on Spend Tracking. The budgeting display is informational and does not affect your ability to make purchases within your available Prepaid Card balance. However, the money allocated towards your Set-aside funds has been set aside and is not part of your available balance.

What does “Spend Tracking” mean?

Spend Tracking on the dashboard on the website or mobile app tells you how much of your current balance we expect you to spend based on your budget settings.

What is “Set-aside” funds?

You can set-aside funds automatically and start saving money towards a larger purchase. Using the My Card Manager app or website, you set up a goal for us to automatically transfer an amount from your available balance towards the goal as frequently as you would like. While the funds are being held for the goal, they will not be part of your available balance.

Are the Set-aside funds in a savings account?

No, the funds are still on your reloadable Prepaid Card; My Card Manager just removes them from your available balance so you do not spend them. You can move them out of your Set-aside balance and back into your available balance at any time.

How do I get the funds from Set-aside back into my available balance?

You can transfer the funds out of Set-aside back to your available balance at any time using the mobile app or website.

What does “Money to Set-aside” mean?

Money to Set-aside on the dashboard on the My Card Manager website and mobile app shows how much of your current balance is scheduled to be automatically moved to your upcoming goals.

What is the exchange rate when I get to another country?

The exchange rate is determined by the rate of exchange on the date of purchase. Using your Prepaid Card at an ATM can be less expensive than using a currency exchange to get foreign currency.

When I travel, are my receipts in U.S. dollars or the local currency?

Your receipt will reflect the local currency. It is always good to plan ahead and have a general idea of what the local exchange rates are before you travel. This helps you to understand what goods and services are actually costing you.

What happens if my VISA Prepaid Card is lost or stolen?

You can report your Prepaid Card lost or stolen by logging into our website or mobile app and order a replacement card. We also provide 24-hour toll-free support. Immediately report any problems or a lost or stolen card by calling 866-760-3156. A replacement card can be issued and any available balance transferred to a new card, less applicable fees that will be deducted from the Prepaid Card's available balance. Replacement Prepaid Cards are generally received in 7-10 business days. Emergency card replacement can also be requested with guaranteed delivery within the next business day, or sooner in some cases. See the Terms & Conditions for fees that apply to lost or stolen cards and emergency card replacement. As long as the lost or stolen card is reported immediately, you will not be responsible for any unauthorized merchant charges. If traveling internationally or far from home, a secondary card should be considered. That way, if the primary card is lost or stolen, the secondary card can immediately be used to access the funds without having to wait for a replacement card.

How do I lock/unlock my Prepaid Card?

You can lock and unlock your Prepaid Card at any time by logging in to your My Card Manager app or website, selecting Manage Card, then selecting “Lock my Card.” You can also call us any time at 866-760-3156. While your Prepaid Card is locked, it will be declined for any purchases.

What control does the Parent have over the Student’s/Dependent’s account?

The Parent can view all transactions and receive alerts for the dependent’s activity. The Parent loads and manages the scheduled loads to the dependent account. The Parent can set up Set Aside Goals and Budgets for the dependent. If the Parent locks the dependent card, only the Parent can unlock it. The Parent can turn ON/OFF the ability for the Student/Dependent to Show Card Details, Lock/Unlock Card and Change their PIN, when OFF, only the Parent can perform these functions.

What happens if I am unable to login to the website/mobile app and do not remember my password?

You can use the Forgot Password function, an email will be sent to you with a link to reset your password

What recommendations are there for ensuring hassle free use of my Prepaid Card?

➢ Notify the Credit Union of extensive domestic and/or international travels.
➢ Inquire about potential international fraud blocks before you travel.
➢ Test your card to confirm that you have the valid PIN.
➢ Verify that your card will not expire while traveling.
➢ Carry alternative payment methods (i.e. additional debit/credit cards).
➢ Do not pack all payment methods together (i.e. put one in a suitcase, another in a purse or wallet.

➢ Remain observant for pick pockets.
➢ Photocopy all cards front and back and keep separate copies on hand.
➢ Save all receipts and verify against your statement.
➢ Never leave valuables such as prepaid cards in the car, not even in the glove compartment or trunk.
➢ Report lost or stolen cards and unauthorized transactions immediately.
➢ Be aware of your surroundings when entering your PIN at an ATM or checkout counter.

➢ Keep our customer support phone number (866-760-3156) on hand as it is available 24/7/365 for assistance.

The Prepaid Card is issued by Healthcare Systems Federal Credit Union pursuant to a license from Visa International. Visa is a registered trademark, and the circles design is a trademark of Visa International. This card can be used everywhere Visa is accepted. Use of this card constitutes acceptance of the terms and conditions stated in the Cardholder Agreement.

Share Secured

What is a share secured loan?

A Share secured loan is a way for you to borrow, using your own savings as the collateral. Instead of using all your savings to make a purchase and reduce your emergency savings, you can borrow against your savings while the money stays in your account.

How does a Share Secured Loan work?

With a share secured loan, we’ll place a hold on your savings or certificate for the amount you want to borrow. You can borrow up to 100% of your entire savings or certificate balance.

For example, if you borrowed $3,000 from your Savings account, this amount would be “frozen” from use.

However as you make payments, the funds in your will savings account will be made available to you.

Secure Chat

What hours is Secure Chat available?

Secure Chat conversations with support staff can be initiated at any time, 24/7. However staff will only respond during business hours:

Monday - Thursday, 7:30 am – 5 pm
Friday, 7:30 am – 7 pm

Is Secure Chat live?

Card Control

What do I need to enroll my card(s)?

You need the 16-digit card number(s) you want to manage using this app, the primary cardholder's personal and contact information to set up a profile and enroll.

What can I do using this app?

With the Card Control App, you save time and gain peace of mind having access in the moments that really matter - instantly lock or unlock your cards, make a payment, receive real-time usage notifications, report a lost card, set a travel note, create spending limits, and initiating a dispute.

How do Unlock or Lock my cards?

After logging in to Card Control:

1. Click on the picture of the card and tap the Unlock or Lock Button.

The Button is Green when your card is Unlocked.
The Button is Red when your card is Locked.

If I've enabled alerts how will I receive my notifications?

Alerts, when enabled, will be sent as SMS text messages to the phone number that is in on your profile. If you enable alerts, please make sure a valid phone number that can receive text messages has been added to your profile. You may receive your alerts at the email address that is on your profile if the service that delivers text messages is temporarily unavailable.

Financial Coach

How does the Financial Coach work?

Drive4Less Auto

Which model year vehicles are eligible for the Drive4Less Loan?

Model Years through 2024 - 2019 are generally eligible for the Drive4Less Loan. Vehicles not eligible for the program include those considered “Grey Market,” “Lemon Law,” or salvaged vehicles.

What is Residual Value?

The “Residual Value” is the projected end of loan term ‘resale’ value of a vehicle.

Can I refinance my car with a Drive4Less Loan?

Yes, if your car qualifies* (less than five years old), you can generally refinance from another lender to reduce your monthly payment with a Drive4Less Loan.

Are there any security deposits or early payoff penalties?

No, there are no penalties for early payoff, and a security deposit is not required.

Mobile Banking - Accounts

How can I hide one of my accounts from the Accounts page?

Tap the GEAR ICON in the appropriate section on the "Accounts" page of the mobile app to access the "Edit Accounts" page.
From there, tap the PENCIL ICON next to the account you wish to adjust. You will be presented with options to nickname that account, hide it (or unhide it) and set your "Primary Transfer From" preference.

Please note that toggling on the "Hide in the List" switch on an account will not only hide it from the list on the "Accounts" page, but also hide it from every other aspect of the app, including the "From" and "To" fields while initiating or setting up a transfer.

How do I nickname my accounts?

Tap the GEAR ICON in the appropriate section on the "Accounts" page of the mobile app to access the "Edit Accounts" page.
Tap the PENCIL ICON next to the account you wish to adjust.

You will be presented with options to nickname that account.

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