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Frequently Asked Questions

    Website/Online Banking Q&A
  1. Why did Bay Federal Credit Union add a new security to BayFedOnline?
  2. What is this new security feature?
  3. Why did Bay Federal choose this new security feature?
  4. How will this new security feature recognize my typing rhythm?
  5. What if I share the same username and password with another person in my household?
  6. What if this new feature doesn’t recognize my typing rhythm when I login?
  7. What happens if I don't have challenge questions set up on my account?
  8. What if I forget the answers to my challenge questions?
  9. Am I required to use challenge questions? Can I opt out of this feature?
  10. Why am I being prompted to download Flash?
  11. I'm not able to access BayFedOnline using my mobile phone with internet service. What happened?
  12. I have tried to download Flash but still receive the page that says I need Flash. What do I do?
  13. Why does my username get erased when I hit backspace?
  14. After I hit "submit" there was a slight delay. Why?
  15. What browser versions are supported with the new security?

    Other BayFedOnline Frequently Asked Questions
  1. Exactly what equipment and software do I need to access BayFedOnline?
  2. Is the Internet safe and secure for online banking?
  3. Can anyone else see my account information? Is it out in the public?
  4. What if BayFedOnline goes down? Will my payments be made, will my transfers go through?
  5. How long does it take for a bill payment to reach my payee?
  6. What type of accounts are included in BayFedOnline?
  7. Can I have more than one checking account linked to BayFedOnline?
  8. How current is this information?
  9. Should the payment date I give be the date the payment is actually due?
  10. How soon are the funds actually taken out of my account?
  11. What happens if I don't have enough money in my account to cover a bill payment?
  12. When and how are my payments delivered and how can I ensure that my payee receives my payment on the due date?
  13. Why does it take a few days to process payments with the Bill Payment service?
  14. What should I do if a Bill Payment service payee has not posted my payment?
  15. How can I prove payments and transfers were made?
  16. How will the payments be made?
  17. Can I choose the method of payment?
  18. Does BayFedOnline work with other accounting software (i.e., Quicken®, Quickbooks®, Money®)?


Website/Online Banking Q&A
Question #1
Why did Bay Federal Credit Union add a new security to BayFedOnline?

Answer:
We've added this security enhancement to offer you an additional layer of protection against identity theft and fraudsters impersonating legitimate businesses online. Our goal is to ensure that you - and only you – can access your online accounts. Additionally, this enhancement complies with federal regulations mandating "multi-factor authentication" for online account access.


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Question #2
What is this new security feature?

Answer:
This new security feature uses biometrics to help verify your identity. By definition, biometrics is the measurement of physical characteristics for use in verifying identity. Essentially, our new security feature measures the rhythm at which you type your password. It only measures how you type. Additionally, we have added "Challenge Response Questions (CRQs)" to provide an extra measure of security and access to your accounts.


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Question #3
Why did Bay Federal choose this new security feature?

Answer:
After reviewing the federal guidelines for multi-factor authentication, we spent a great deal of time evaluating the various multi-factor authentication tools available. After extensive research, we are confident that this new feature provides the highest level of security and is the least intrusive solution for you, our members. By design, multi-factor authentication is meant to provide an additional layer of security to protect you, which can mean some extra steps. However, unlike other solutions that may require additional hardware or software or even require you to answer challenge questions every time you bank online, we believe this new feature provides you the highest security with the least amount of inconvenience to you, our member.


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Question #4
How will this new security feature recognize my typing rhythm?

Answer:
The first phase of implementation for this new security feature will begin in 2009. Once released, our new security feature will measure your typing rhythm when you login to BayFedOnline so that it will be prepared to recognize your rhythm upon full implementation of this new feature.


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Question #5
What if I share the same username and password with another person in my household?

Answer:
For your protection, our new security feature only authenticates one typing rhythm for each username and password. If you currently share a username and password, your typing rhythm may not match the typing rhythm on record. If it does not recognize your typing rhythm you may still login, but you will be prompted to answer a Challenge Response Questions. To avoid these questions, it is best to establish separate usernames and passwords for each joint owner. If you wish to establish separate usernames and password, please call 831.479.6000 or toll-free 888.4BAYFED, option 3. You may also visit one of our branch locations.


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Question #6
What if this new feature doesn't recognize my typing rhythm when I login?

Answer:
If you have entered the correct username and password, but we are unable to recognize your typing rhythm, then we will ask you to answer one of your Challenge Response Questions in order to gain access to your account information.


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Question #7
What happens if I don't have challenge questions set up on my account?

Answer:
The first time you login to BayFedOnline, we will take you to the "Challenge Response Question" page. There, you will select five different challenge questions from a list of questions that we provide and provide answers to them.


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Question #8
What if I forget the answers to my challenge questions?

Answer:
You will have one opportunity to answer one of three challenge questions correctly before the system locks you out. If you are locked out, please contact us at 831.479.6000 or 888.4BAYFED for assistance.


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Question #9
Am I required to use challenge questions? Can I opt out of this feature?

Answer:
We believe that challenge questions are the least intrusive form of "multi-factor authentication" which Federal regulation mandates all banks and credit unions support. The use of this feature adds an additional layer of protection to your BayFedOnline account(s). Federal regulations do not allow individual members to opt out of this security feature.


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Question #10
Why am I being prompted to download Flash?

Answer:
Bay Federal's new Online Banking security feature requires a minimum of Adobe Flash 9.0. If you don't have Adobe Flash, or need to upgrade your version of Flash, you can download it for free from Adobe's website. You may also find additional upgrades needed for your version of Flash at Adobe's website.


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Question #11
I'm not able to access BayFedOnline using my mobile phone with internet service. What happened?

Answer:
Our new MultiFactor solution requires Flash in order to access the features of BayFedOnline. Unfortunately, no mobile phone service provider has a version of Flash at this time. We are very hopeful a mobile edition of Flash will be released and available soon! In the meantime, you will need to access BayFedOnline by computer only.


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Question #12
I have tried to download Flash but still receive the page that says I need Flash. What do I do?

Answer:
If you’re using Internet Explorer, you will also need to enable the ActiveX component. When you download Flash you may be prompted to install ActiveX. After installing Flash and ActiveX, make sure ActiveX is enabled by following these steps:
  1. From your browser menu go to Tools > Internet Options
  2. Click on the Security Tab
  3. Click on Custom settings
  4. From the checklist find "Run ActiveX Controls and Plug-ins
  5. Make sure that "enabled" is checked
  6. Save your changes then close and re-open your browser


You may also find that with the newer version of Flash you will also need to install Shockwave. Following the steps below will allow for a clean install.
  1. Uninstall the Flash player completely (instructions on Adobe's website)
  2. Reinstall Flash from Adobe's website.
  3. Make sure that upon reinstall, both the Flash Player 9 Plug-in and Flash Player ActiveX are installed; this can be verified by reviewing your list of installed programs under Control Panel > Add/Remove Programs
  4. Restore default settings in Internet Explorer


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Question #13
Why does my username get erased when I hit backspace?

Answer:
Part of our new security feature uses the rhythm at which you type your password to verify your identity. So, if you enter an incorrect character by mistake and hit backspace, this will impact the rhythm. It's more efficient to simply retype your username.


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Question #14
After I hit "submit" there was a slight delay. Why?

Answer:
Because the security features uses biometrics to recognize your typing rhythm, it takes an extra moment to process your username and password. This delay is only slightly longer than it was before. You will automatically be directed to your accounts page if your username and password are positively verified.


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Question #15
What browser versions are supported with the new security?

Answer:
A list of compatible browsers can be found at the Flash system requirements webpage.


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Other BayFedOnline Frequently Asked Questions
Question #1
Exactly what equipment and software do I need to access BayFedOnline?

Answer:
You'll need an Internet service provider, a modem (28,800 baud or higher is recommended), and Browser software which supports Secure Sockets Layer (i.e. Netscape 4.x or newer, Microsoft Internet Explorer 4.x or newer. Latest browser version is recommended). You will also need Adobe Flash 9.x or newer. You can get flash from Adobe.


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Question #2
Is the Internet safe and secure for online banking?

Answer:
Yes. This is a common concern with banking and commerce on the Internet. Data on the Internet is safeguarded by encryption as it moves between systems. Data residing on a system can only be accessed by using an authorized Member Number and Passcode.

Any kind of breach in the security of our systems would be a serious business issue for the credit union. Our success depends on our ability to manage these systems safely and to continue to earn your trust as our member. Please be assured that we will take every measure possible to protect the financial information and resources you have entrusted to us.

You can help safeguard your information and the online banking system by protecting your Member Number and Pass Code. A proper combination of your Member Number and Pass Code is the only way to get access into your account. Please be careful to keep this information secure.


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Question #3
Can anyone else see my account information?

Answer:
Your online account information is available through access methods which have been rigorously tested for their secure access. The information is not public. Only you can access it using your Member Number and Pass Code.


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Question #4
What if BayFedOnline goes down? Will my payments be made, will my transfers go through?

Answer:
If BayFedOnline and all of our back up systems were to go down, you can be comfortable that any transaction for which you had already processed, prior to the system going down, will go through. If you were in the middle of a transaction and there is some question as to whether the system has received the request, you may feel free to contact the bank to ensure your transaction request has been accepted.


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Question #5
How long does it take for a bill payment to reach my payee?

Answer:
Each payment made by BayFedOnline will be processed either by check or by electronic funds transfer. If the payment is made through electronic funds transfer, it will take 1-2 business days for the payment to reach your payee. Payments made by check, however, will be delivered via the postal service. Delivery could take several days depending on where the payment is to be sent. The safest thing is to always schedule your payments at least seven business days ahead of the date they are due. This will ensure that the payment will be made and processed in time.


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Question #6
What type of accounts are included in BayFedOnline?

Answer:
You can access the following types of accounts:
  • Checking
  • Savings
  • Loan
  • CD's/Investment
  • Credit Cards


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Question #7
Can I have more than one checking account linked to BayFedOnline?

Answer:
Yes. You can link all of your checking accounts to BayFedOnline.


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Question #8
How current is this information?

Answer:
All transactions and balance updates are performed once per day. So any transactions you perform today that change your balance (i.e. deposits, ATM withdrawals), will be reflected the following business day.


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Question #9
Should the payment date I give be the date the payment is actually due?

Answer:
No. You need to allow some time for the payment to reach your payee, so enter a date before the actual due date. Be sure to take into account that, although you can schedule a payment at any time, payments are actually initiated (sent to the payee) only on business days.


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Question #10
How soon are the funds actually taken out of my account?

Answer:
Funds will be taken from your account on the date you scheduled the payment to be made, provided funds are available.


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Question #11
What happens if I don't have enough money in my account to cover a bill payment?

Answer:
The payment will not be made.


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Question #12
When and how are my payments delivered and how can I ensure that my payee receives my payment on the due date?

Answer:
When you schedule a payment with the Bill Payment service, the system warehouses the payment until it is time to process it.

Once the system has determined that it is time to process the payment, the payment is changed to a processing status. The payment is then processed and your account is debited. If the payee accepts electronic payments, the payment will be presented to them in 1-2 business days. If the payee does not accept electronic payments, a check will be sent to the payee via regular mail.


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Question #13
Why does it take a few days to process payments with the Bill Payment service?

Answer:
Although a number of your payees accept payments electronically, many do not. For those that do not accept electronic payments, we must send a check to that payee through the U.S. Mail. Once it is received by the payee, it may also take a day or so for that payee to process the check and post it to your account. Even for electronic payments, it may take two or three days for your payment to be posted by the payee. By allowing a few days for processing and delivery, you can ensure that your bills are paid on time.


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Question #14
What should I do if a Bill Payment service payee has not posted my payment?

Answer:
You need to allow a few days for your payee to process your payment. If your payee has not posted the payment to your account after a few days, send an online message through the bill pay system, call us at 888-4BAYFED, or e-mail us through BayFed Online's mail box option. If you're in the Bill Payment Service, select the ? next to your last payments and file a payment inquiry.


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Question #15
How can I prove payments and transfers were made through the Bill Payment service?

Answer:
With each payment and transfer, you are given a reference number so you know we received it. In addition, payments and transfers will appear in your Transaction history so you can see they posted. You'll also continue to receive your monthly statement from your payee.


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Question #16
How will the Bill Payment service payments be made?

Answer:
We use two methods of payment:
  • Electronic - Our Bill Pay service provider sends an electronic credit to your payee and debits your account.

  • Check - Our Bill Pay service provider sends a check in the mail to your payee and debits your account.


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Question #17:
Can I choose the method of payment for the Bill Payment Service?

Answer:
No. The Bill Payment service will process the payment electronically if possible. If not, then a check is produced. Over time, some payees which could not accept electronic payment may be able to. They will then begin being paid electronically.


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Question #18
Does BayFedOnline work with other accounting software (i.e., Quicken®, Quickbooks®, Money®)?

Answer:
Absolutely. BayFedOnline was designed to be highly compatible with these popular software products. You can access the export capability from the Reports screen.


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