FAQs
General Questions
Q. What is Landmark Credit Union's Direct Account Access?
A. Direct Account Access (also known as online banking) allows members to securely access their accounts via the Internet 24 hours a day, 7 days a week. Members can perform a variety of account activities from the convenience of their home, office or remotely through a personal computer.
Q. What types of accounts can be viewed with Direct Account Access?
A. You can view all of your accounts!
Exception: Due to the nature of our mortgage software, members can view mortgage account balances, but not payment history.
Q. What types of accounts can I transfer funds between with Direct Account Access?
A. You can transfer funds between all of your accounts, with the exception of Certificates and IRAs. Additionally, you can transfer money into your Christmas or Vacation Club accounts, but you are not allowed to transfer out of these accounts online.
Q. How much does Direct Account Access cost?
A. Direct Account Access is a free service.
Q. How much does the Bill Payment service cost?
A. For consumer accounts with Direct Deposit, the first 15 bills paid per month are free, then $.49 each. Without Direct Deposit, add $3.00 after your first 3 months free.
For business accounts, online Bill Payment is free for the first three months and only $5.00 per month thereafter for the first ten payments per month. There is a per payment charge of $0.50 for each payment after the first ten payments made in the same month.
Q. What kind of computer equipment and software do I need to access Direct Account Access?
A. To access your account you need a computer with an Internet connection, and either Microsoft Internet Explorer 5.5 or higher or Netscape Navigator 4.70 or higher.
Q. Where do I call for a lost or stolen debit or credit card?
A. For a lost or stolen debit card call (800) 236-2442. For credit cards, call (800) 449-7728.
Q. How do I reorder checks?
A. By default we order our checks through Liberty. If you would like to reorder checks through Liberty online, you can access the form here.
Q. If I give you my e-mail address, will this information be made available to others?
A. The e-mail collection service is used to communicate with our members to keep them informed of system outages and other technical issues related to the Web site. Periodically we will notify members of special offers that normally may not be available to those who use Direct Account Access exclusively for their financial needs. This information is not available to any outside organizations.
Navigation
Q. What is the Site Map?
A. The Site Map is a page that lists all the pages available on our Web site.
Q. What is the purpose of the drop down menus?
A. The drop down menus allow you to navigate the website easily and take you to the interactive pages in only one click.
Q. What do I do if I get lost in the web site?
A. If you get lost in the web site, use your Browser's "Back" button to move back to the previous page. You can also get back to the home page by clicking on the Landmark logo at the top left of the page.
Enrollment Questions
Q. How do I sign up for Direct Account Access / 24 Hour Teller service and how soon can I use the service?
A. Click here to apply for an Access Code. If you apply by noon during the week, we can usually process your request the same day.
Q. How do I sign up for Bill Payment service?
A. The Bill Payment Service is contained inside Direct Account Access. Simply log into Direct Account Access and click the "Bill Payment" button in the top menu. Complete the online application and submit it to us. You will have access within 5-7 business days.
Q. How can I terminate Direct Account Access or Bill Payment service?
A. Go to our E-mail Us link at the top of the page. Please be sure to include both your full name and member number on the secure form.
Direct Account Access
Q. How do I start using Direct Account Access?
A. Click on the "Direct Account Access" button at the top right hand corner of the page. Then, simply type in your member number and access code and click the "Enter" button.
Q. How can I look at the past history on my accounts? Will I be able to see if a check has cleared?
A. To look at past history on your accounts, simply click on the appropriate account title in the "Account Summary" section of Direct Account Access. A complete listing of your current monthly transactions will be listed in this area. To see prior months' histories, scroll towards the bottom of the page, enter the appropriate dates and click the "More History" button. You can also switch accounts from this area. Once inside the specific account, all of your transactions will be displayed including your cleared checks.
Q. Can I view copies of my cancelled checks online?
A. You can view copies of your cancelled checks online by clicking on the hyperlinked check number in your checking account history. You can print copies of the check images by using your browser's print function. Please note that you will not be able to view checks that were cleared at a Landmark branch.
Q. How many months of account history does Direct Account Access have available?
A. Direct Account Access has an average of five months of history available for all accounts.
Q. Can I get a printout of my account information?
A. You can obtain a printout of your account information by using the printer friendly icon inside each account or your browsers print function.
Q. How do I order savings bonds?
A. When in Direct Account Access, you can order savings bonds by clicking the "Savings Bonds" button. Please allow five to six weeks to receive the bond.
Q. Why is the "Balance" amount different from the "Available Balance?"
A. The balance amount may be different from the available balance because of a check hold or because it reflects the minimum amount that must be kept in an account.
Q. How do I download account information to import to Quicken or MS Money?
A. You can download account information to import to Quicken or MS Money by clicking the Account Export button under Direct Account Access. Fill in the appropriate fields, and click "Download Data."
Exception: Unfortunately, due to the fact that the QIF file format does not support versions of Quicken 2005 or newer or Quicken 1999 or older, these versions are not currently supported. Quicken 2005 or newer versions require a file format of QXF, which we currently do not have available for download.
Q. Can I withdraw funds with Direct Account Access?
A. You cannot withdraw funds with Direct Account Access unless you are using our Bill Payment service.
Q. Can I find out what dividends or interest has been applied to my accounts?
A. Dividend deposits or interest charges can be displayed on your accounts by viewing your account history.
Q. What happened to the Stock Quote information?
A. You can now access your Stock Quote Information by clicking on the "Products and Services" button in Direct Account Access. The Stock Information you had saved previously will be viewable once you click the "Enter" button under the "Stock Quotes - Portfolio" section of the page.
Q. What can be changed by selecting the User Option Button?
A. The User Option Button allows you to adjust the following:
- Change your password - Used when logging into the service
- Change Timeout - Change time allotted in Direct Account Access
- E-mail address - Update your e-mail address (Landmark's use only)
- History Date Range - Customize dates for your account history page
- Default History Sort Order - Choose ascending or descending
- Change Start Page - Choose the first page you'll view when you sign in
- Account nicknames - Rename your accounts
- Forgotten Password Setup - Create or revise validation information
Q. What forms are accessible with the "Online Forms" button?
A. The Online Forms button allows you to fill out a Loan Application, Change of Address Form, Certificate Order Form, or a Member Profile, which is to be used by our Landmark Investment Center.
Q. How do I end a Direct Account Access session?
A. To end a Direct Account Access session, click the "Sign Off" button. A message will pop up asking if you are sure you want to exit the session. Click "OK" to exit.
Q. How can I transfer funds between my accounts using Direct Account Access?
A. You have three options to transfer funds within Direct Account Access. You can simply use the quick transfer at the bottom of the account summary page to transfer funds within your own accounts. Or, you can choose either the transfers or scheduled transfers buttons at the top of the page to set up cross member transfers or timely transfers. The quick transfer or transfer options allow for a one-time transfer. IMPORTANT: You must Click the "Confirm Transfer" button on the following page in order for the transfer to be completed. Once you do, another screen will show up with the transfer, a Reference Number, and your new account balances. We recommend visiting the summary page to verify the transfer has taken place after each transaction. With the scheduled transfers, you set up timely (recurring) transfers such as your monthly auto loan payments or weekly transfers from savings to checking.
Q. Is it possible to transfer money from one account number to another?
A. Yes, it is possible to transfer money from one account number to another. You must first complete and sign a Cross Member Authorization Card, complete with signatures. Once it is set up, you will be able to transfer funds between the authorized accounts.
Q. Do I receive a confirmation that my transfer is complete, and how soon after will my transaction post?
A. You will receive an online confirmation that the transfer is complete, along with a Reference Number. We use real time account access, and therefore as soon as you confirm the transaction, it will post. The only exception is on Mortgage and Credit Card accounts, which will not reflect a transfer until the next business day, because payments are only processed overnight for these two types of accounts. NOTE: We recommend visiting the summary page to verify the transfer has taken place.
Changing Your Access Code
Q. How do I change my Access Code?
A. You can change your Access Code by logging into Direct Account Access, clicking on the "User Options" button, and then follow the "Change Password" link.
Q. What happens if I forget my Access Code and/or it fails after three login attempts to gain access to Direct Account Access?
A. If you forget your access code or are locked out after three failed login attempts, please call us or e-mail your account number and tell us that you are locked out. Upon receipt of your secure e-mail, we will reinitialize your account and reset your password to your zip code.
Q. If I change my Access Code what accounts are affected?
A. When you change your Access Code through Direct Account Access, only your online Access Code will be affected, not your 24 Hour Teller Access Code. However, if you contact Landmark and we reset your Access Code, the new code will be used for both Direct Account Access and 24 Hour Teller.
Bill Payment
Q. What is the Bill Payment Service and how can it benefit me?
A. The Bill Payment Service is a convenient, cost effective way to make payments without writing a check. You can create monthly recurring and single payments to be sent to your creditors, and the money will be deducted from your checking account on the day that you specify the bill to be processed or the next business day if the processing date falls on a weekend or Federal Reserve holiday.
Q. How much does the Bill Payment service cost?
A. For consumer accounts with Direct Deposit, The first 15 bills paid per month are free, then $.49 each. Without Direct Deposit, add $3.00 after your first 3 months free.
For business accounts, online Bill Payment is free for the first three months and only $5.00 per month thereafter for the first ten payments per month. There is a per payment charge of $0.50 for each payment after the first ten payments made in the same month.
Q. How do I access the Bill Payment service?
A. You access Bill Payment through Direct Account Access by clicking the Bill Payment button in the top menu.
Q. What are the types of payments and how are they processed through the Bill Payment service?
A. There are two types of payments that can be made through the bill payment service, electronic and check payments. Electronic payments can be set up for those payees that accept payments via ACH (Automated Clearing House), also know as EFT payments (Electronic Funds Transfer.) Check payments can be set up for any payees, but are generally used for those payees that do not accept ACH or EFT payments and will only accept check payments.
Since ACH is processed through the Federal Reserve, no ACH or EFT payments are sent on Saturdays, Sundays, or Federal Reserve holidays. The Bill Payment Provider does allow for payments to be set up for processing on Saturdays and as long as the payments are scheduled for processing prior to 9:00 p.m. CST on the Friday before, then the payment will be processed on either Friday night or Saturday morning.
During processing, the ACH credit is sent to any electronic payee specified or a check is printed and mailed to any non-electronic (or manual) payee specified. Also on the processing date, an ACH debit is sent to be deducted from your Landmark checking account.
Member Support Inquiry
Bill Payment Member Support may be contacted by telephone. First, determine the nature of your inquiry and direct your question or issue to the appropriate area:
Q. Questions or issues regarding payment processing:
A. Contact Bill Payment Service Provider by phone at (800) 823-7555.
Examples of issues to address with Bill Payment Services:
- Questions concerning general to specific bill payment processing issues (Example: Creditor did not receive payment issued through service). When contacting Customer Support about a specific payment, please have your Confirmation Number available.
- Stop payment requests.
- Any transaction that returns a confirmation indicating an unsuccessful status.
- Unable to add an electronic payee due to an unsupported account number format. Be aware that you may use the manual option to set up such a payee, although the payee will be paid by check.
Q. Questions or issues regarding use of Bill Payment Service:
A. Send an e-mail to Landmark Credit Union. Examples of issues to address with Landmark Credit Union:
- Questions on how to use the Bill Payment system, which include questions regarding adding payees, checking the status of a bill, etc.
- Questions about Bill Payment terms and conditions
- Canceling Bill Payment service
- Unlocking your Bill Payment service if it is blocked, possibly for NSF (non-sufficient funds)
Q. My Bill Payment service is locked out. Why? How can I have a lock released?
A. If a request for payment is presented to your account from the bill payment service and can not clear your account due to non-sufficient funds and the Courtesy Pay service is not activated, you will be charged an NSF fee as well as have your bill payment service blocked. The Bill Payment service will submit the bill for payment a second time. The block can only be released once the payment has cleared your account. Bill Payment services will automatically release the account block within five business days of the debit having cleared.
You can contact us and we will contact the Bill Payment service on your behalf to release the block sooner, however the payment in question MUST have cleared your account before we will release the block.
Q. Where can I find additional help on this topic?
A. You can find additional help on this topic in Direct Account Access, by clicking the "Bill Payment" button, then click on the "Help" link.
Security
Q. Where can I find out about Internet Security?
A. You can find out about Internet security here. You can also find information through our Anytime Adviser Identity Theft Coach.
Q. Why do some 'free services' on the Internet pose a risk to your Internet security and privacy?
A. Organizations that offer 'free services', such as Internet acceleration and e-mail virus scanning, may also be collecting and sharing information they gather from their Internet users. This information could include secure information such as passwords and payment information. These companies often mention the collection and sharing of this information with un-named third parties in their privacy policies, but often they do not clearly state that they will also collect encrypted or sensitive information. One example of an organization that is believed to follow this sort of business model is MarketScore.
Technical and Browser Help
Q. What are the minimum system requirements needed to access Direct Account Access?
A. The minimum system requirements needed to access Direct Account Access are Internet Explorer 5.5 or higher or Netscape 4.70 or higher. You will also need to have session cookies enabled, but these are usually accepted by default when the browser is installed.
Q. What browser works best with Direct Account Access?
A. We recommend using Internet Explorer 6.0 or higher.
Q. Direct Account Access occasionally times out. What is causing this?
A. For security reasons, our Direct Account Access will automatically "time out" after five minutes. If you would like to change your timeout duration, log in to Direct Account Access, click on the "User Options" Button, and then the "Change Timeout" link. You can select a time period between 5 and 60 minutes. Lower numbers offer more security while higher numbers offer more convenience.
Q. While attempting to access my account, I received the error message "Locked Out." How do I get back into my account?
A. If you receive a "Locked Out" error message, contact us using the E-mail Us link.
Q. Why does ad-blocking or pop-up blocking software occasionally cause problems with accessing our Online Banking site?
A. Since the login page opens in a 'new' secure window, some ad-blockers and pop-up blockers will see this as a 'pop-up' window and block the log-in page from opening. The solution for this is to either disable your ad-blocker or pop-up blocker software or add our site's URL web address to the ad-blocker's or pop-up blocker's "safe list". The "safe list" is a list of websites that some programs offer which allows you to specify websites that are alright for which to accept pop-up windows.
How to contact Landmark
Q. How do I contact Landmark with any questions, comments, or concerns?
A. You should contact us using the e-mail link.
Troubleshooting
Q. Logging In
A. Please make sure you are using your correct member number when accessing the Direct Account Access service. If you add any additional characters such as letters to the end of your member number the service will not work.
Q. Locked Out
A. If you get locked out of your account, contact us using the e-mail form. Provide us with your name, member number, and the problem (i.e. locked out of Direct Account Access). We will reinitialize your account and reset your password.
Q. Deleting temporary Internet files
A. Internet Explorer - Open your browser. You do not need to be connected to the Internet to perform this task. Click the word "Tools" located at the top of the active browser window. Then select "Internet Options." Near the middle of the window, you will notice a section labeled "Temporary Internet Files" that contains three buttons. Click the "Delete Files" button and answer "OK" to the reply.
Netscape Communicator - Open your browser. You do not need to be connected to the Internet to perform this task. Click the word "Edit" located at the top of the active browser window, then select "Preferences." At the bottom of the page, you will notice a category called Advanced with "+" next to it. Click on the "+" to expand the "Advanced" category. Once the category has been expanded, you should see the word "Cache." Click the word "Cache" and the screen will change to accommodate the Cache features. Click both the "Clear Memory Cache" and "Clear Disk Cache" buttons and select "OK" as the reply.
