Do I need a minimum amount of characters for my username?

Yes. You will need to have a username of six characters or more. The username is not case sensitive and doesn’t need numbers or symbols.

Can both owners on the same membership have their own username and password?

Yes. Both owners will go through the registration process using their information (last four of SS# and DOB).

How will I be able to get my password if I’ve forgotten it?

You may use the “Forgot or Reset Password” option to reset your password.

How will I be able to get my username if I’ve forgotten it?

You may use the “Forgot Username” option to retrieve your username.

Is there a maximum amount of login attempts before I am locked out?

Yes. After four invalid login attempts your account will be locked and the following message will display: "You are locked out of your account. Use the “Forgot or Reset Password” option to unlock your account.

If I or another signer on my account lock ourselves out due to four invalid login attempts, are both logins frozen?

Yes. After four invalid login attempts both logins will be locked and the following message will display: "You are locked out of your account. Use the “Forgot or Reset Password” option to unlock your account.

I keep being asked to have an authorization code sent to me. Is this normal?

Yes. This is an important security feature that protects your information. There are a few situations when an authorization code will be required.

• If you have multiple memberships and will be switching between memberships on the same device. A new authorization code will be generated when logging into a different membership account.
• If you have one membership and are using multiple devices. A new authorization code will be generated when logging into the new device for the first time.
• If you have one membership and use one browser. A new authorization code will be generated when the browser does not save to the cache or is set in private mode. This also happens if you clear the cache/cookies on your browser.

Can I transfer money to another Canvas member?

Yes. You will need to visit the closest Canvas branch or contact us to set up access to another Canvas member’s account in your “Transfer to” options (if not set up already). You can then select “Canvas Transfers” from the menu option and then select the member’s account (“ALT ACCT”) from the “Transfer to” drop down menu. There are no limits in place for Account to Account, Account to Loan transfers or transfers to internal accounts (monthly transaction limits may apply).

Are there limits to the amount of funds I can transfer using “Canvas Transfers”?

There are no limits in place for Account to Account, Account to Loan transfers or transfers to internal accounts (monthly transaction limit may apply). Open end loan advances will depend on the available balance.

How do I set up my “External” account?

Select the “Externally” from the menu option, then choose “Add Account.” Have your external account information (routing and account number) available and follow the validation steps displayed after adding your external account.

Can I transfer funds from my Canvas account to my other financial institution?

Yes, external transfers may be scheduled; however, a $500.00 limit applies for the first 30 days of the initial account add. After 30 days, the limit is $1,000.00. This can be accessed through “Externally” from the menu option. The external account will need to be added prior to transferring (can take 3-5 days to verify).

Can I transfer money from my external account (other financial institution) to my Canvas account?

Yes, external transfers may be scheduled; however, a $500.00 limit applies for the first 30 days of the initial account add. After 30 days, the limit is $1,000.00. You are able to “pull” money from your other financial institution and deposit it to your Canvas account through the “Externally” from the menu option. The external account will need to be added prior to transferring (can take 3-5 days to verify).

If I am not an owner on the account I am transferring to, can I still use “External” transfers?

No, use “To Friends” from the menu option when transferring money to someone that does not bank at Canvas (see below).

How do I transfer funds to someone who banks at another institution?

You may use the transfer “To Friends” menu option to send money to someone who is not a Canvas member; however, a $500.00 daily limit applies. Select the “To Friends” option from the menu. Click “Send Money”; complete the “Pay To” and “Send Method” boxes. Complete the amount, and add a note (only the recipient can respond). Click submit, and verify the information on the transfer summary screen; click confirm.

Do I need the routing/account number when transferring money “To Friends” who do not have a Canvas membership?

No. You only need the recipient’s name, email address or mobile phone number.

Can I deposit checks from my mobile device (Remote Deposit Capture—RDC)?

Yes. Funds may not be available for immediate withdrawal, and your account must be in good standing.

Is there a daily limit for mobile deposits (RDC)?

Yes. The daily limit is $25,000.00.

Is there a daily limit for bill payments?

Yes. The daily limit is $5,000.00.

Is there a fee to use Bill Pay?

Yes and no. Bill pay is free if three or more bills are paid every month. If fewer than three bills are paid in a month, there will be a $3.95 charge.

What is Picture Pay?

Picture Pay allows you to take a picture of your bill without having to input the payee and address. You will still need to input the amount and date the bill needs to be paid and submit your payment.

Is there a daily limit for Picture Pay?

Yes. The daily limit is $5,000.00.

Is there a fee to use Picture Pay?

No. There is no monthly fee regardless of the amount of payments. There is no fee for standard delivery. However, fees apply depending on the expedited delivery option.

Will I be able to set up account alerts?

Yes. Access the alerts section from the settings menu (cog/wheel at the top right). Select “configure” (desktop), or click on the email/phone icon (mobile), and enter your email and phone number; click save. Select the amounts and the email/text icons you wish to have enabled.

How often will I get alerts?

Typically alerts are received in real time.

Will I be able to disable/enable my debit or credit card?

Yes. This feature only impacts future point of sale and ATM transactions. Any previously authorized transactions will be paid, and any recurring transactions you had previously set up will still occur.

If my debit or credit card has been compromised can I disable it?

Yes. You can disable the card to prevent future purchases; however, you will have to contact us or visit the nearest Canvas location, and speak with a representative to cancel your card.

How many months of statements can I access?

You can access up to 24 months of statements.

Can I access my tax documents?

Yes. You can access your tax documents by clicking on “E-Statements” from the menu options. 1098 First Mortgage Interest Statements will need to be requested by phone, in person, or by using the “Message Us” feature from the menu options.

Can I access my FICO Score?

Yes. You can access your FICO Score from the menu options.

Will I be able to place stop payments on checks?

Yes. Place stop payments on a single or range of checks. There is a $27.00 stop payment fee for each stop payment or range of checks. Stop payments are valid for six months.

Can I update my personal information?

Yes. You can update your address, phone number, and email by selecting “Update Profile” from the menu options.

What devices and SmartwebApps™ work with Mobile Banking?

- iOS devices (iOS 8+) - iPhone, iPad, iPod and iWatch are supported.

- Android Smartphones (OS 4.2+).

What SmartwebApps are supported with Mobile Banking?

We will generally support the most current and previous releases of the following SmartwebApps: Internet Explorer, Mozilla Firefox, Google Chrome, Safari (for Mac Operating Systems only), and Microsoft Edge.

What web browsers are supported?

Generally, the most current and prior release of the following browsers are supported: Internet Explorer, Google Chrome, Mozilla Firefox, Microsoft Edge, and Safari.

What practices can I adopt to help keep my online information safe?

• Create a strong password using “pass phrases” e.g. WalkRunCatch5, DogCatBird4, Eat3Meals2Day!
• Change your password often.
• Use different passwords for different sites.
• Don’t share or leave your login credentials accessible to others.
• Don’t click on unfamiliar links or websites.
• Don’t reply to unfamiliar emails requesting information.
• Don’t open email attachments unless you are expecting them.
• Don’t give out previous passwords via email, phone, text or mail.

I received an email/text/phone call from someone claiming to be from Canvas asking for my username/password; should I reply?

No. Canvas will never contact you asking for your personal information.

I think my information might have been compromised; what should I do?

Use the “Forgot Username” or “Reset Password” to change your password, or contact us immediately.

Can I notify Canvas Credit Union that I am traveling through online and mobile banking?

Yes. You can send a secured message to the Canvas team using the “Message Us” feature from the menu options. Our Canvas staff will respond to your request through secured messaging.

Can I access my accounts outside of the United States?

Yes. However, an authorization code will be required if you are logging in with an unknown device/IP Address. Only U.S. phone numbers are eligible to receive text or voice messages when accessing an authorization code. Codes cannot be emailed or sent to an international phone number.

Is the mobile app available for download outside of the United States?

Yes. The mobile app is available for download in most countries. However, only U.S. phone numbers are eligible to receive text or voice messages when accessing an authorization code.

Do I need to have a checking account in order to access online/mobile banking?

No. You only need an active membership savings account.

Can I view checks that have cleared my account?

Yes. You can view the front and back images of your cleared checks. Select “Account Reporting” (desktop) from the menu option or type “draft” in the search bar (mobile).

Will I be able to view my checks deposited through RDC, the branch, or an ATM?

No. Checks deposited through RDC, a branch or ATM are not viewable via online/mobile banking. However, prior to the deposit, you can take a photo of your check(s) and attach an image to your transaction(s).

Ordering checks for the first time?

First time check orders must be placed with a representative either through “Message Us” from the menu options, calling Canvas, or visiting the nearest Canvas branch.

How many months of transaction history can be viewed?

Up to 365 days or 500 transactions, whichever is less, may be viewed.

What programs are compatible with Canvas Credit Union's Online Services?

Quicken and QuickBooks only. Checking, Savings, Credit Cards and Lines of Credit accounts are eligible for export either in a QFX (Quicken), QBO (QuickBooks), or CSV file.