Online Banking & Bill Pay FAQs


Online Banking 

Question:  What are the benefits of the Online Banking update?

  • Whole member view – The ability to see ALL your accounts with one username.

  • New user experience – A user-friendly navigation with an updated look. 

  • Enhanced secure login process – Dual authentication enhances the security of your accounts.

  • Uniform design – A similar banking experience on Mobile, Desktop or Tablet.  

  • Select Account View - Ability to change from a Tile View to a List View with one click on the Accounts page.
     

Question:  Will my Joint Owners "Account Signers" see my accounts on Online Banking?

  1. If a Joint Owner or Account Signer is a member and has Online Banking they can see ALL accounts they have access to.
     

​Question:  How can I hide accounts I do not want to see on my Online Banking page?

  1. You can hide any accounts you do not want to see on your Online Banking page.  Under the Settings link, you will go to Accounts and then click on the account you want to hide by checking the Hide Account box.
     

Question:  When will Online Banking be down?

  1. The current Online Banking system will come down Friday, October 11, 2019, at 4:00 p.m..  The new Online Banking system will be available Tuesday, October 15, 2019 at 8:00 a.m.   

  2. Online Banking users can log in on our website at www.Mocse.org or on our Mobile App by using your current Online Banking Username and the last six digits of your social security number for the password.  Follow the prompts to change your password and complete the Security Questions.
     

Question:  What are the Call Center hours for support with Online Banking?

  1. Call Center hours will be expanded October 15, 2019 to November 5, 2019.

    • Monday through Thursday:  8:00 a.m. to 5:00 p.m.

    • Fridays:  8:00 a.m. – 6:00 p.m.

    • Saturdays:  10:00 a.m. – 2:00 p.m.

 

Question:  What do I use for my username and password?  (Current Online Banking users)

  1. Your username will stay the same unless you've been contacted by the credit union. Your password will be the last 6 of your social security number. You will be prompted to change your password and create security questions.
     

 Question:  What if I've never enrolled in Online Banking?  (New enrollments available starting November 4, 2019)

  1. You can click on the Enroll In Online Banking link from the Online Banking Login screen on our website at www.Mocse.org and follow the prompts for enrollment.  
     

Question:  Will my account nicknames remain the same?

  1. If a nickname was added by a Member Service Representative prior to the system upgrades it will remain the same. If you changed the nickname in our current Online Banking system, you will need to update the nickname again in the new system under Account Information for each account.
     

Question:  What will happen to my Scheduled Transfers in Online Banking?

  1. Existing Scheduled Transfers will be converted to the new Online Banking system and will not need to be rescheduled.
     

 Question:  What will happen to my Account Alerts?

  1. You will need to reset your Account Alerts in the new Online Banking system under the Settings Link.
     

Bill Pay

 Question:  When will Bill Pay be down?

  1. Bill Pay will be down on October 9, 2019 at 9:00 p.m..  All Scheduled Bill Payments will resume on October 15, 2019.
     

Question:  What will happen to my eBills?

  1. eBills will be disabled on October 4, 2019.  Please do not schedule any new eBills. You will need to set up your eBills in the new Bill Pay system after October 15, 2019.
     

 Question:  What will happen to my deactivated Bill Pay payees?

  1. These payees will not convert as a deactivated payee.  In the new Bill Pay system they will show as an active payee.  You can hide a payee/company by clicking on the How To (?) link in the Payment Center at the top.
     

 Question: Will my Bill Pay reports automatically convert?

  1. No, they will not. We strongly suggest that you download these reports or print them out.
     

Question:  Are External Transfers coming back?

  1. Yes.  You will be able to set up external accounts to and from other financial institutions under the Pay Bills tab.  You will click on the Transfer Money tab to add accounts in the new system.
     

 Question: How much Bill Payment history will be converted?

  1. We will convert 12 months of payment history. If you need more for tax purposes or for any other reason you can print them or download them as a text file before October 9, 2019.
     

 Question:  Will my current Bill Pay payee list automatically convert to the new system?

  1. Yes, your previously established payees will convert to the new system.  
     

Question:  What will happen to my Bill Pay automatic payments?

  1. Bill Pay automatic payments will convert to the new Online Banking & Bill Pay system and will not need to be rescheduled.
     

 Question:  What will happen to Bill Payments I have scheduled on or after October 15th?

  1. All previously scheduled Bill Payments will resume on October 15, 2019.   
     

Mobile Banking 

 Question:  When will Mobile Banking be down?

  1. Our existing Mobile Banking App is available until Friday, October 11, 2019 at 4 p.m.  A new Mocse Mobile App can be downloaded from the Apple Store & Google Play starting October 10, 2019.  The new Mobile App will be available for use with the new Online Banking system on October 15, 2019.

Question:  When will the current Mocse App be disabled?

  1. Our existing Mobile App will be disabled on October 11, 2019 at 4:00 p.m.
     

Question:  When can I download the new Mobile App?

  1. The new Mobile App will be available for download from the Apple Store and Google Play on October 10, 2019.  You will not be able to use the new Mobile App until the new Online Banking system is available October 15, 2019. 
     

Question:  Can I log in using the new Mobile App instead of through the website?   (Current Online Banking users)

  1. Yes, you can log in through our Mobile App using your current Online Banking Username and the last six digits of your social security number for the password.  Follow the prompts to change your password and complete the Security Questions.
     

Question:  What if I've never enrolled in Mobile Banking?  (New enrollments available starting November 4, 2019)

  1. You can download our Mocse App from the Apple Store & Google Play.  Once you download the Mocse App, you can click on the First Time User Enroll Now link from the Mobile Banking Login screen and follow the prompts for enrollment. 
     

 eStatements 

Question:  Do I have to re-enroll in eStatements?

  1. No. Your eStatements will be converted to the new system and are located on the Account Details page after clicking on any Account Tile or link if using the List View.