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Account Access FAQs

Online Banking

  • How do I signup?

    Click LOGIN Online Banking at the top of the website. Select the “Enroll in Online Banking” link and simply follow the instructions to create a username, password, and set up MyKey.

  • How do I clear the cache on my computer?

    Often referred to as the cache, the Temporary Internet Files folder contains a record of the items you have seen, heard, or downloaded from the Web, including images, sounds, Web pages, even cookies.

    Storing these files in your cache can make browsing the Web faster because it usually takes your computer less time to display a Web page when it can call up some of the page's elements or even the entire page from cache.

    All the files stored in your cache take up space, so you may want to regularly clear out those files in order to free up some space on your computer.

    To clear the "cache" on your computer when using Internet Explorer, follow these steps:
    1. Click on Tools.
    2. Click on Internet Options.
    3. Click on Delete Files.
    4. Click also on “Delete all offline content.
    5. Click OK.
    6. Close Internet Explorer. 

    Reopen Explorer or go to www.microsoft.com for more information.

  • How do I request a password?

    If you have forgotten your password, please click LOGIN Online Banking at the top of the website. Select the “Forgot Username/Password” link and follow the instructions to create a new one.

  • How do I change my password?

    If you know your Online Banking password and would like to change it, please login to your account and click on the Change Password link located in the main menu.

  • Can I use any PC to access Online Banking or do I have to use the same PC that I used to enroll?

    Yes, you may access it from any PC with Internet access.

  • Can I change the Username that I set up on my account?

    This may be an option in the future, but at this time members cannot change their username for Online Banking.

  • I used Friends & Family transfer and received an error message.

    When completing a Friends & Family transfer in Online Banking, the two most common error messages are caused by:

    1.The last name of the account the transfers are going to is incorrect.

    2.The Regulation D limit has been reached on the account the money was being transferred from. If the error persists, please contact Member Care at 813.871.2690 or toll-free at 1.888.871.2690.

  • How do I verify the account information for an external transfer online?

    Two trial deposits, each under a $1, will be performed to your external account to verify the account information is correct.

    To validate the account once those trial transactions take place, log into your GTE Financial account, click on External Accounts, enter the amounts of the trial deposits and dates each one was completed.

    Once you have validated the accounts, you can begin transferring funds between GTE Financial and other external accounts using the Payments & Transfers option in GTE Online Banking.

  • What browser is supported for Online Banking?

    Firefox and Internet Explorer are browsers supported for Online Banking. Logging in with any other browser such as MSN Browser or AOL Browser could cause problems getting into Online Banking or some features within Online Banking.

  • When I try to log into Online Banking I receive a message that the security certificate has expired. What should I do?

    Websites issue a security certificate to provide you with a secured environment. The security certificate encrypts the data that is sent between your web browser and the web site, like a private conversation.

    When you visit Online Banking, make sure the URL starts with https, and check the bottom right hand corner of your browser for an image of a locked lock.

    If your browser is IE7, the locked lock is displayed beside your address bar.
    If both of these conditions are true, the website you are visiting has a security certificate.

    If the URL does not start with https and you do not see a locked lock image, do not use the website. If you do not see a locked lock image at the bottom of your screen, it could be due to your Status Bar being turned off. To turn on the Status Bar, take the following steps:
    • Internet Explorer: Click on View > Status Bar
    • Netscape: Click on View > Show/Hide > Status Bar
    • Opera: Click on View > Toolbars > Status Bar
    • Mozilla: Click on View > Status Bar 

     

Bill Pay

  • What is Bill Pay?

    Bill Pay is a free service within Online Banking that allows you to pay all your bills securely and quickly. Login to Online Banking, click Bill Pay in the main navigation, and then add a biller. Instead of writing checks or logging into multiple sites,  you simply select a Pay Date in Bill Pay, and your payment is guaranteed to arrive on time. Once you’ve added the biller information and your account specifics, you can start paying bills right away!

  • Can I edit a single or recurring payment?

    Yes. You can edit single payments made one time, as well as recurring payments. Even if you schedule the payment with Bill Pay, as long as it has not begun processing, you can change or cancel that payment. The status of your payment is clearly marked.

  • How do I set-up a Reminder for a Bill?

    On the Bill Pay page, select ‘Manage My Bills’ at the top. Then select the biller you’d like to update. You can then set-up a reminder for a specific bill.

  • Can I edit or stop a payment that has been scheduled?

    Yes. As long as the payment is ‘Pending’ and not ‘Processing’ yet, you can edit the payment. If the payment has begun processing, you will not be able to edit or stop the payment.

  • How do I place a stop payment on a bill payment?

    Stop payments are not available on an electronic payment that is processing. If you have questions on a stop payment for a check payment, please contact Member Care at 813.871.2690 or toll-free at 1.888.871.2690 and select option 4.

  • How do I sign up for eBills?

    Under the ‘Payment Center’ column on the home page of Bill Pay, if there is a ‘Get Bill’ icon showing, click on that to enroll in eBills. You will then receive your eBills online versus receiving paper statements. The eBill feature is only available on billers with the icon next to it.

  • How do I Update Biller Information or Delete a Biller?

    On the Bill Pay page within the Payment Center, select the biller you would like to update under "Send Money".  Once this biller is selected, select "Details". Then select the biller you’d like to update. You can update biller information or delete a biller entirely.

  • What is the description of a Bill Pay transaction when it posts to my account?

    Depending on how a bill payment is presented to your account, the description will read as either:
    1. a standard check transaction
    2. 'Biller's Name - Online PMT' for electronic payments.

       For example: 'TAMPA ELECTRIC - ONLINE PMT'

  • How do I add a Biller?

    On the Bill Pay page, select the ‘Add a company or person to pay’ button. You can select from the tabs whether the biller is a company or a person. The Bill Pay system already has a database of many of the billers you may be paying. You can search for the Biller Name or you can input the biller and account information manually. Once added, the biller will show up on the home page of Bill Pay under ‘Payment Center’ for easy reference.

  • What information should I keep updated?

    Please check to make sure the following information is accurate within Bill Pay at all times and correct when necessary:
    • Account details, such as an email address and phone number.
    • Biller details, such as a physical address and an account number.

  • How do I make a payment?

    On the Bill Pay page, under the Payment Center column, you will see a list of all the biller names you have added. Input an amount and a pay date. Then follow the screens to complete the transaction. You will need to add a biller first prior to being able to pay the biller. To do this, select the "Add a Company or Person" button.

  • Is Bill Pay Free?

    Bill Pay is free to use. There are associated fees; however these fees are ones you can avoid.

    Bill Pay Fee(s):
    • Overnight Payment Fee: $20.00 / transaction
    • Interest charge related to the collection of unpaid amounts: 1.50% monthly interest*

  • How do I make an overnight payment?

    Overnight payments are not available for all billers. When you go to schedule a payment, if the overnight option is available, it will show that option on the calendar. The Bill Pay calendar will only show you dates that your payment can be guaranteed to arrive by; so you never worry about money arriving late. You can then select the overnight date and schedule the payment. Overnight payments are assessed a fee of $20.00.

  • How do I know my payment will arrive on time?

    When you schedule a bill to be paid, you use the calendar function within Bill Pay. The calendar will only show you dates we can guarantee payment to arrive by. We guarantee our payments! So, if something goes wrong, and it’s our fault, we’ll make it right.

  • When I schedule a payment, what is a Pay Date vs. a Due Date?

    A Pay Date is the date you schedule your payment to be made on. A Due Date is the date your payment is actually due to the biller. In order to ensure your payment arrives on time, please select a Pay Date that is prior to your Due Date. If the only available Pay Date shown on the scheduling calendar is past your Due Date, we recommend using a different method to you pay your bill, as the payment will arrive late, or past your Due Date.

  • Where can I view my pending and recent payments?

    When you are on the Bill Pay page in Online Banking, on the right-hand side there will be a column with ‘Pending Payments’, which are payments that are scheduled but not processed yet, as well as ‘Recent Payments’ that have been scheduled and processed. Recent Payments have been deducted from your account.

  • My Bill Pay transactions are not showing up in my funding account information.

    Pending transactions will not show within your account information in Online Banking. They can only be viewed on the Bill Pay page. Once the payment has been deducted from your account, the transaction will appear in your general account information.

  • Why is Bill Pay Valuable?

    Free and Guaranteed!
    • Bill Pay is FREE to all GTE Financial members.
    • Enjoy the payment guarantee. Your biller will receive your payment by the scheduled Pay Date. If something happens and we’re to blame, we’ll make it right.

    Pay your bills with unparalleled convenience.

    • Pay anyone in the U.S. and its territories, companies and individuals, in a few simple clicks.
    • Send money to anyone, using only their name and email address or mobile number with Popmoney, located on the Bill Pay page within Online Banking.
    • Save money on stamps and envelopes, not to mention paper. You no longer have to print everything. Your account history is stored digitally for 24 months.
    • No more remembering numerous logins and jumping from site to site to pay your bills. Visit one location and securely pay all your billers with ease on any computer 24/7.
    • Keep track of all your billers, including account numbers and addresses, which you can update anytime online.
    • Set up automatic payments and one-time payments as well as fixed bills, such as a car payment, and variable bills, such as an electric bill.
    • Easily change or cancel payments that are already scheduled prior to them being processed.
    • Schedule payments in advance to avoid being late.
    • You can receive eBills versus paper statements from hundreds of participating merchants within Bill Pay. You can sign up for free on the Bill Pay page in Online Banking.
    • Receive helpful email reminders on when a payment is due and get confirmations when payments have been made.

    Totally secure.

    • Enjoy peace-of-mind, knowing your accounts and payment information are password-protected, data encrypted with firewall technology to ensure the security and privacy of your transactions.
    • Bill Pay utilizes sophisticated fraud detection and prevention tools to ensure your finances are protected.

  • Are payments guaranteed to arrive on time?

    Yes. Your payments are guaranteed to arrive on time. The built-in calendar feature will assist you in identifying the earliest available Pay Date; you can only select from dates your payment can be delivered. In addition, the system won’t let you schedule a Pay Date on a non-business day.

  • What happens if my payment isn’t received correctly?

    If for some reason the payment is delayed or doesn’t arrive, the first thing you should do is call the biller to look into the status of your payment. If the biller did not receive payment, contact us at 813.871.2690. We will then contact the merchant and do research on your behalf. If the problem resulted from an error on our part, we will resubmit the payment when necessary, as well as refund fees and finance charges associated with the late or undelivered payment, up to $50.

Popmoney

  • How do I signup?

    You have to first enroll in Bill Pay. Login to Online Banking and click ‘Bill Pay’ under ‘Additional Services’ in the main navigation. For new users, you will be prompted to enroll. You will then be able to locate Popmoney in the top navigation of the Bill Pay page.

  • Once I send money, how does the recipient receive it?

    The recipient will receive an email or text message with instructions on how to collect.

  • What are the age restrictions?

    Any qualifying member over 18 years of age.

  • How long does it typically take to send money?

    The average Popmoney transaction takes between one and three business days. Actual full transaction time will differ depending on when the recipient retrieves the money you send.

  • Where can I view my payment status?

    Within Online Banking, on the Bill Pay page, select the Popmoney tab at any time to view the status of a payment. Transactions will also show on a member’s monthly statement.

  • Does Popmoney cost anything?

    No. Popmoney is a free service! However, avoidable fees may be incurred. Please review our Schedule of Current Charges. Standard text messaging rates may apply.

  • Is Popmoney secure?

    Yes. The Popmoney technology is safe and protected, using several layers of sophisticated security to protect your information and your transaction.

Deposit2GO

  • Can I see an example payment schedule?

    Make a Deposit with Deposit2GO on Monday:

    Deposit is accepted and posted by 7pm EST on Monday:
    • Deposit will show in your account and the first $200 will be available the next business day.
    • For Deposits over $200, the remaining amount will be available to you on Wednesday (Ex. If you deposited $750 on Monday by 7pm, the first $200 will be available Tuesday and the remaining $550 will be available on Wednesday)

    Deposit is accepted and posted AFTER 7pm EST on Monday:

    • Deposit will show in your account and the first $200 will be available Wednesday.
    • For Deposits over $200, the remaining amount will be available to you on Thursday (Ex. If you deposited $750 on MondayAFTER 7pm, the remaining $550 will be available to you onThursday)

  • How do I know my deposit has been received?

    Accepted deposits can be viewed in the ‘History’ tab in the Deposit2Go main menu. Pending deposits will be placed into the ‘Review’ tab until reviewed by credit union staff. Once reviewed, an email will be sent to you with an update on the deposit. There may be some time between when you receive the acceptance email and when the deposit reflects in your account; funds are available when shown in your available balance.

  • What types of checks can be scanned for deposit?

    Only complete, single-party, domestic checks made payable to the owner(s) of the GTE FINANCIAL accounts are accepted. Third party checks, checks older than 6 months from date of attempted deposit, and post-dated checks, for example, will not be accepted.

  • What types of accounts can I scan deposits into?

    Deposits can be made to your GTE Financial savings, checking, or money market account.

  • What types of accounts can I not scan deposits into?

    Other accounts, such as Early Savers, IRA or Trust account, cannot be deposited to using Deposit2GO.

  • Can I scan a check to make a loan, credit card or mortgage payment?

    No, you may only deposit checks into your GTE checking, savings or money market accounts.

  • Are there any deposit limits?

    Yes, default deposit limits are set as follows and are subject to review and may change at any time.

    Consumer Members
    • Daily deposit limit - $10,000
    • Rolling 30 day deposit limit - $50,000

    Business Members*

    • Daily deposit limit - $10,000
    • Rolling 30 day deposit limit - $50,000
    • *Based on the deposit needs of Business Members and the average balance of the business account, Business Member limits may be increased. Please contact the Member Business Services Department at 813.871.2690 ext. 41804 to request a deposit limit increase.

  • How many checks can be included in one deposit?

    Up to 999 checks can be included in one deposit and multiple deposits can be submitted as long as the accumulated dollar amount of the deposit(s) does not exceed the daily deposit limit.

  • Do I need to include a deposit slip with my scanned check deposit?

    No. It is recommended you keep the original scanned check you deposited for 8 weeks, for your records. After this time, destroy the check.

  • What is Deposit2GO?

    Deposit2Go is a free service that allows you to deposit checks to your account almost instantly using the Deposit2GO app on your cell phone or a desktop scanner. It is available 24 hours a day, seven days a week.

  • What should I do with the check once it has been scanned?

    You do not have to send or bring the physical check to GTE. However, we recommend you keep it for your records for 8 weeks. After that time, and once you have verified the funds have been deposited, you should shred the check.

  • Do I need to write down the Deposit Reference # and Item Reference #?

    We recommend that you maintain both reference numbers. These numbers are how we reference each deposit and individual check.

  • How do I get a copy of my deposit?

    If you click on the Deposit History tab at the top right corner of the page, a listing of your scanned deposits will be displayed. If you click on the icon, you can view the deposit details, along with a copy of the items included in that deposit and download a copy of the deposit to print or save to your computer for your records.

  • How long is my deposit history available for viewing?

    Deposit history is available for viewing online for 18 months. For deposit history older than 18 months, you can contact Member Care at 813.871.2690 or 888.871.2690.

  • I chose the deposit account and clicked Log In, but nothing happened?

    Some browsers will block the window from opening because it is considered a pop-up. Modify your internet browser’s settings to allow pop-ups for the site.

  • If I have questions or encounter a problem, where can I go to receive help?

    Deposit2GO is designed as an easy-to-use, self-service product and has built in "Help" features. If you are on the Deposit2GO page within Online Banking or Mobile Banking, you can select "Help" or the "?" to the right of each line for a detailed explanation, helpful hints, and even a short video tutorial.

  • Where can I find the Android and iPhone App?

    Download the free Deposit2GO app on your cell phone and follow all the steps that walk you through the transaction.

    Download the Android App
    Download the iPhone App

  • Can I use any home scanner?

    If you are using a PC, as long as the computer is connected to the internet and has a scanner set up on it, Deposit2GO will work. However, if your company’s computers are behind certain firewalls or proxy servers, you may not be able to successfully use Deposit2GO. In this case, you will need to use a different computer that does not route through a proxy server or firewall. If you are using an Apple desktop, you will need to use the Load or Zero-Client option to upload the images of your checks as the scan function is no longer supported.

  • How do I make a deposit with my computer scanner using Deposit2GO from Online Banking?

    • From your GTE Online Banking or gtemobile.com page on your mobile phone, select “Remote Deposit” under Additional Services in the main navigation
    • Select the account into which you wish to make a check deposit then click "Log-In"
    • Endorse the check on the back with your signature and the words “For deposit only”
    • Select your scanner (the first time you use the service you will be prompted to install a scanner control and will only need to do this one time), or access the Load or Zero-Client option on your Mac
    • Enter the total deposit amount of your check(s)
    • Scan the front and back of your check(s), or capture and upload the images if using a Mac
    • Review and submit your deposit

  • Do I need to include a deposit slip with my scanned check deposit?

    No. Deposit2GO generates an electronic record with each deposit.

Mobile Banking

  • How do I access Mobile Banking?

    Open your browser on your cell phone and type in www.gtemobile.org. You will need to login, just like you do with Online Banking.