Online Banking & Mobile App FAQs

How do I access digital banking?

You can access the new digital banking and your account on a desktop, laptop, mobile phone, or other internet-accessible device. Simply log in with your online banking credentials to both online and mobile banking. There are two access points:

1. Visit our website at www.pioneerwv.org and click Log In to get started
2. Download the mobile banking app from the Google Play or Apple Store by searching Pioneer Passport

Note: You will not be able to access the website via old bookmarks, you will need to save the new site banking.pioneerwv.org

Do I need to re-enroll in digital banking on the new system?

If you have previously used our mobile app, Pioneer Passport, you will not need to re-enroll simply log in with your existing online banking credentials. 

If you have not previously used the mobile app, then you will go through a simple enrollment process.

What browsers are supported for online banking?

Online Banking only supports the latest versions of Microsoft Edge^TM, Google Chrome^TM, Apple^© Safari^©, and Mozilla^© Firefox^©. Please make sure to keep your browsers up-to-date- to ensure safe browsing and uninterrupted access to digital banking.

Note: Microsoft no longer supports Internet Explorer versions older that 11.0, and security updates are not available. Please download one of the browsers listed above.

Safari versions below 10.1.2 are not compatible with the initial log in process. To complete the initial log in process, updrade to the latest version of Safari, or using Chrome or Firefox.

The following types of browsers and tools are not recommended for use with digital banking:

• Beta Versions
• Embedded browsers within Personal or Commercial Financial Management Software

If you are using different browsers and choosing to "remember this PC" you will be asked to verify your account everytime you log in at a different browser. 

What is 2-Factor Authentication and why is it used by the digital banking system?

Two-Factor Authentication is a security measure that allows you to request a one-time access code to log in to digital banking. The code enhances the security by creating an added layer on top of your unique username and password. This security process helps to verify you and better protect your credentials and the accounts you can access.

When I log into digital banking, do I need to get a confirmation code every time I log in?

No. Check the "Don't ask for codes again on this computer" box if you do not want to receive a confirmation code or phone call each time you log in. If you prefer to input a confirmation code with each use, you can leave the box unchecked or use the 2-Factor Authentication app to deliver the code.

Note: If you ever want to remove a device and reset your security settings, you can change them in settings once logged in to digital banking.

Can I use email for two-factor authentication?

Not at this time.   A phone number is required for the two-factor authentication. The one-time access code will be sent via text or voice call. The phone number must match our records for the additional security layer to work correctly.

With text option:  Do not use the phone number the text originates from, you must open the message and use the verification code contained inside.

With voice call option: When you first receive a voice call you will be asked to enter a random digit on your keypad to verify an actual person, once you will receive your verification code to input on the computer or mobile device.

How can I log in to digital banking if I can't get a verification code through text message?

Two-Factor authentication uses a unique one-time access code to verify identity and log on to digital banking. If you are unable to receive text (SMS) messages, you can choose to receive your access code via a phone call.

• On the verification code screen click Try another way located beneath the Verify button
• Select Phone Call and click Next
• You will receive an automated phone call that will provide your access code (Have a pen and paper ready)
• Return to the verification code screen
• Enter your access code and click Verify

If you are still having trouble, contact the credit union to ensure we have the correct phone number on file.

What are the digital banking username and password requirements?

To help ensure the safety of your personal information online, create unique IDs and passwords so that they cannot easily guessed and never share them with anyone.
The requirements for log on credentials are as follows:

Digital Banking ID:

• Must be 6-12 characters in length
• Must start with a letter
• Can contain both numbers and letters

Digital Banking Password:

• Must be a minimum of 8 characters in length
• Must contain at least one letter
• Must contain at least one number OR one special character
• Cannot use the same character more than 4 times
• Must contain at least 3 new characters different from prior password
• Cannot be a prior password
• Allowable special characters: !"#$%&()+,-/;<=>?[\]^_`{|}*'

How do I change my password in digital banking?

You can change your password at any time in digital banking.

• Log in
• Select your username icon in the top right corner or menu in mobile banking
• Select Settings and then select Security option on the left side menu
• In the Password field select Edit
• Enter your existing password, and then enter a new password
• Select Save

I am not able to log in to online banking when I click on the login button

You need to clear your cache to remove all cookies. If you need further assistance, please contact us at

Phone: 800.339.4378 / 304.348.6648
Email: [email protected]

How do I log out of the mobile app?

When you are using the mobile app, there is not a log out button to push. You can exit the app by going to a different app or your home screen. Each time you navigate away from the app, your active session is ended, which serves the function of a log out button. When you navigate back to the app, you will be asked to re-authenticate, and if you have quick access features such as FaceID, TouchID, or passcode log on, you can gain access quickly each time.

If you want to remove the connection between your device and your account altogether, you can go to the Menu > Settings > Remove Profile. This will remove all association between your account and the mobile decive and app you are using. Each time you attempt to access the app after this, you will have to put in the full username, password, and 2-Factor authentication to authorize your account on that device.

Why am I getting the digital banking error: "Your account needs attention"?

This error is present during the log in process and typically means that your account has been locked. This can happen for a variety of reasons but is easily resolved. Please contact us via phone or email for assistance unlocking your account.

Phone: 800.339.4378 / 304.348.6648
Email: [email protected]

Why am I getting the digital banking error: "Please verify your information and try again"?

This error is present during the log in process and typically means that your credentials didn't match our records. Try entering your credentials one more time. You will also receive this error if you have never registered for this version of online banking. If the error persists, please contact us via phone or email for further assistance.

Phone: 800.339.4378 / 304.348.6648
Email: [email protected]

Why am I getting the digital banking error: "Incorrect phone number"?

This error is present during the enrollment process and means that the phone number you entered does not match the phone number we have on file. If you have an alternative phone number, you can try again. If you would like to update your phone number in our system or need other assistance, please contact us:

Phone: 800.339.4378 / 304.348.6648
Email: [email protected]

Customization of Digital Banking

How do I change my profile photo in mobile banking?

• Tap the slideout menu, and then select Settings.
• On the Profile screen, select the pencil icon next to the end-user profile image.
• Choose to use an existing photo or use the device's camera to take a new photo.
• On the Move and Scale screen, adjust the photo placement within the frame as desired.
• Select Done.

Can I customize my mobile banking dashboard on multiple devices?

Yes, you can!

You can customize a unique Dashboard set up for each of your devices. Changes to one device's Dashboard layout will not affect the arrangement on other devices.

How do I change the order my accounts are displayed in digital banking?

You can rearrange the order your accounts display in digital banking to reflect the sequence you want.

• Log In
• From the Accounts click on the three dots and click Organize Accounts in online or click the opposing arrows in mobile
• Drag and drop the accounts to rearrange the order
• Click Done

Transaction History

Where can I view pending transactions on my account?

• • Log in
  • Select the account you are needing to view
  • To view all account activity, view the Activity tile or Transactions in the mobile app

How do I search for transactions in digital banking?

Account transactions can be searched in digital banking by amount, date, tags, etc.

Online:

• Log in
• Click Accounts
• In the Accounts section, select the account you would like to search
• In the Activity section, select the magnifying glass icon
• Click on the Search and sorting options to open Advanced Search in digital banking
• On the Advanced Search window, you can select specific search filters and select Search

Mobile app:

• • Log in
  • Select your account you want to search
  • Select Transactions
  • Tap the magnifying glass icon
  • Tap the gear icon to use Advanced Search options

How do I add a tag, note, or image to a transaction in digital banking?

You can add notes, tags, and images to any transaction inside of digital banking. To begin:

• Log in
• Click on any account
• Click on Transactions (in mobile)
• Select the Transaction you wish to edit and pull up the transactions details page
• Click on the appropriate icon for one of the following:
  • Add Tags
  • Add Notes
  • Add Images
• Follow the on-screen prompts to update the transactions
• Close the transaction detail page or tap < Transactions in mobile
  Any tags, notes, and images attached to transactions will be accessible on all devices when you log in to digital banking in the future.

How do I download transactions in digital banking?

Account transactions can only be downloaded in digital banking (excluding the Pioneer app).

• Log In
• Click Accounts
• In the Accounts section, select the account you like to download transactions for.
• In the Activity area, select the first download icon next to the print and search icon.
• On the Download Activity window, select the Date range and File Type and click Download.

How do I print transactions in digital banking?

Account transactions can only be printed in online banking.

• Log In
• Click the Accounts tab
• In the Accounts section, select the account
• On the Activity section, select the printer icon. Only transactions that show in the Activity section will print.
• A print screen appears with a print preview and print configuration options.
• Using the dialog, configure the print settings and select Print.

Alerts

Will my previously created account alerts work in the new digital banking system?

Alerts will need to be re-entered in the new system. To set up alerts in digital banking:

1. Log in
2. Select the account you would like to set up an alert for
3. Click Alert preferences in the menu or Manage alerts in mobile
4. In the Balance alerts section, select Add alert.
5. Select Above or Below, and then input a dollar amount.
6. In the Alert/Notify by field, select Email, Text message, or In-app message.
7. Select Add Alert to save the alert
8. Repeat steps for Transaction alerts

How do I set up alerts in digital banking?

You can add an alert in digital banking:

• Log in
• Select the account you would like to set up an alert for
• Click Alert preferences in the menu or Manage alerts in mobile
• Under Alerts
  1. In the Balance alerts section, select Add alert.
  2. Select Above or Below, and then input a dollar amount.
  3. In the Alert/Notify by field, select Email, Text message, or In-app message.
  4. Select Add Alert to save the alert
  5. Repeat steps for Transaction alerts

How do I delete an alert in digital banking?

Alerts can be deleted at any time in digital banking.

• Log in
• Select the account you would like to edit up an alert for
• Click Alert preferences in the menu or Manage alerts in mobile

Under Alerts:

• Click Edit next the alert you would like to change
• Click the Trashcan icon or click Remove in mobile

Mobile Deposits

How do I make a mobile deposit in digital banking?

Mobile deposit can only be done through the mobile app and you must be enrolled first. To enroll:

• Log into the app
• Select Deposit under your checking account OR select Deposit Check from the slide out menu in the mobile app
• Click Enroll Account and go through the sign-up steps
• Once your request has been processed and approved, tap “Deposit a Check”
• Enter the check amount
• Tap Continue
• Select the account to deposit to
• Take a picture of the front of the check and tap continue
• Take a picture of the back of the check and tap continue

[Note: Before you take a picture of the back of the check, a white box appears.  This box tells you how you must sign each check in order for it be accepted]

The back of the check must include:

1. 1. The words "For mobile deposit only to Pioneer WV FCU"
   2. The payee's signature and account number

• Verify the information and tap Submit

If the back of the check is not properly endorsed, we reserve the right to reject the check for deposit.

Can I deposit a check made payable to someone else with mobile deposit?

Checks deposited into an account must be made payable to an account holder.

How will I know that Pioneer WV FCU has received my mobile deposit?

After submitting the check, you will see “payment successfully scheduled” at the top of the screen. Within the Deposit Check feature, under Recent activity, you will see the status of your check. It will say one of three things:

• Accepted. This means the image and amount of your check were accepted.
• Rejected. This means that the item was rejected. There are multiple reasons why a check may be rejected. If you have questions, please contact us: 304.348.6648 or 800.339.4378 or at [email protected]
• Needs Review. This means that the check must be manually reviewed before being accepted.

How do I view mobile deposit history in digital banking?

Online:

• Log in to digital banking
• Click Move Money > Remote deposits
• Here you can view your deposited checks. You can click on a deposited check to see the front and back images.

Mobile App:

• Log in to the mobile app
• On the Deposit Check tile, tap View all
• Under Recent activity, you should see your mobile deposits. You can tap on a deposited check to view the front and back images.

eStatements

Will I need to re-enroll in eStatements with the new digital banking?

You will not have to re-enroll in eStatements. If you have not yet enrolled in eStatements, we encourage you to do so. The new digital banking site will make accessing your account and statement information easier than ever.

How do I view my account statements and tax documents in digital banking?

Account statements and tax documents can be downloaded from digital banking. These are only available for accounts already enrolled in eStatements.

• Log In
• Click on any account listed
• Click on eStatements from the Account Details page in the options menu
• Statements and Taxes will be listed

Bill Pay

How do I pay a bill in digital banking?

You can use digital banking to pay a bill or pay a person.

• Log in
• Select Pay a Bill or Pay a Person (online only) or Tap Pay under your account in mobile app
• Select the merchant or person you would like to pay
• Select an account to take funds from, and then input the Amount
• If you would like to set the date for the payment, Select More options and select the desired date
• Select Submit
• If it is your first-time using Bill Pay, the Bill Pay enrollment is only available online, not in mobile banking at this time

How do I pay a person in digital banking?

• Log in
• Select Move Money > Payments or tap Pay under your account in mobile
• Select Pay a person > Person to pay (To add a new person, select Add another person and fill out the necessary information) or Select the person to pay in mobile
• Select an account to take funds from, and then input the Amount
• If you would like to set the date for the payment, Select More options and select the desired date
• Select Submit
• If it is your first-time using Bill Pay, the Bill Pay enrollment is only available online, not in mobile banking at this time

Transfers

How do I set up a new external transfer to or from another institution?

You can make transfers between your Pioneer accounts and other financial institutions once an external account has been verified.

To add an external account:

To set up an external transfer on a desktop:

• Log In to Digital Banking
• Click on Move Money
• Click Transfers
• Click + External Account to set up a new linked account
• A verification deposit will be sent to that account
• Confirm the deposit amount that was received at your other financial institution
• Finally, schedule a new one-time or recurring transfer

To set up an external transfer on the app:

• Log in and click the 3 bars
• Click Settings
• Click External Account to set up a new linked account
• Confirm a deposit amount into your other financial institution
• Finally, schedule a new one-time or recurring transfer

Please note: Transfers to another financial institution may take 3-5 business days to process.

Will my previously created scheduled transfers still work in the new digital banking system?

Yes, all existing scheduled internal transfers in the previous digital banking system have been moved to the new system. This includes:

External Transfers - Between Pioneer and other Financial Institutions
Account Transfers - Within Pioneer between your accounts or to other members

How do I make a transfer between my accounts in digital banking?

To transfer between two Pioneer accounts in digital banking:

• Log In
• Click Move Money > Transfers > Make a Transfer online or tap the slideout menu > Transfer > Make a Transfer in the mobile app
• Select your to and from account and amount
• Click More Options to change the frequency and date if desired
• Click Submit

How do I add an account from another financial institution to my digital banking?

You can add accounts from other financial institutions inside your Pioneer online banking or mobile. This will provide you with a display of that account balance and transaction history but will not allow you to perform any transactions.

To begin:

• Log In and navigate to the Accounts section
• Select Connect Institution in the right menu or tap the + in the top right corner in mobile and select Connect Institution
• Search for or select your financial institution from the list
• Sign on to the financial institution with your username and password

Additional Services

How do I re-order checks in digital banking?

Checks can be re-ordered through digital banking.

• Log in
• On the dashboard click on your checking account from the account list
• On the account details page, from the options section click on the Reorder checks link

How do I send a message in digital banking?

Whatever device you are on, it's easy for you to start a secure conversation with the credit union:

• Log in to digital banking via the Login button on the website or via the mobile app.
• From a desktop, click on the envelope icon in the upper right-hand corner of digital banking or select Conversation from the dashboard of mobile banking.
• Click Start a conversation or click the conversation icon on mobile.
• Type your message and click Send.

How do I block my debit or credit card in digital banking?

Blocking your debit card is easy in digital banking. It's just as easy to unblock it as well!

• Log in
• Click the account your card is attached to
• Go to the Card Management tile, click the toggle slider to turn the desired card off
• If you wish to turn the card back on, simply click the toggle next to the blocked card to turn it on