• Online Banking FAQs

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Frequently Asked Questions

New & Enhanced Features

All Your Accounts in One Place

Joint account holders can now see accounts that they are legally joint on through their own unique login. No need to log in using the primary members account credentials.

Link your external accounts to view your complete financial picture in one location. Learn More 

External Transfers

Easily transfer funds between your Georgia United and external bank accounts. Learn More

Member to Member Transfers

Send money to any Georgia United member—no need to be joint on their account. Learn More

Person-to-Person (P2P) Payments

Send money to anyone using just their email address or mobile phone number. Learn More 

Secure Access Code

This new feature adds another layer of security to your account by ensuring that your account cannot be accessed by an unregistered computer – even if your username and password are compromised.

Text Banking

With Text Banking, you can quickly check your balance, view account history, make transfers and more on the go with simple text commands. Learn More

Logging In 

How do I log in to the new Online Banking platform?

Visit gucu.org or - if using a mobile device - download the update to your existing Georgia United Mobile App. For your first time log in:

  • Enter your current Online Banking username and password. 
  • Select how you would like us to deliver your Secure Access Code.
  • Once you receive your Secure Access Code, enter it into the space provided on the login screen. 
  • You will then be prompted to set a new password.
  • As part of the first-time login process, you will be presented with a few additional disclosures and account management items to confirm your new account setup. Follow the prompts and update your information as needed.
  • You’re in! Enjoy and explore.

Will my login credentials change?

Your existing username and password will be accepted for your initial login. You will then be prompted to create a new password. 

What is a Secure Access Code?

A Secure Access Code (SAC) is a randomly generated, temporary code that is provided to you during the login process. The SAC will be sent to you through the delivery channel that you select (e.x., text message, email or phone call) and will be required to validate your login. If you are unable to receive your SAC, contact our Member Care Center at 770.476.6400 or 888.493.4328 for assistance.

How do I receive a Secure Access Code if my contact information is blank?

Please contact our Member Care Center at 770.476.6400 or 888.493.4328 for assistance. 

Will I need a Secure Access Code every time I log in?

No. A Secure Access Code will only be required for unregistered devices or browsers. If you frequently use a personal device to access Online or Mobile Banking, you can register the device, which will allow Georgia United to remember the device and browser you’re using. Once you have registered a device, you will not be prompted for a Secure Access Code with future logins when using that device and browser.

For your security, we recommend that you do not register a device if it is on an unsecure or shared network, or one which you do not regularly use. Unregistered devices will require a Secure Access Code to log in. 

If I log in from a new browser on the same computer, will I need a Secure Access Code?

Yes. If you are using an unregistered browser, you will need a Secure Access Code to log in. For example, if you first logged in on Chrome and registered your device but then tried to log in from the same computer using Internet Explorer, you would need a Secure Access Code to log in. 

I entered my username and password to log in, but it’s not taking me anywhere. I’m only seeing a blank page. What happened?

If you log in to Online Banking and get a blank page, you may be using an unsupported browser. Compatible browsers include Microsoft Edge, Microsoft Internet Explorer 11 or higher, Mozilla Firefox 33 or higher, Google Chrome 37 or higher and Safari 6 or higher.

I haven’t received my Secure Access Code, what should I do now?

If you do not receive your Secure Access Code within 10 minutes, you may click to request again. Please also confirm that the phone number or email address you have on file with Georgia United is accurate. The Secure Access Code automatically expires after a set period of time, or when you request another code, whichever is shorter.

I’ve received multiple Secure Access Codes, how do I proceed?

Any new request for a Secure Access Code will cancel out an earlier request, so please use the most recently received code. Please note, your Secure Access Code will expire after a set period of time.  

Should I save my Secure Access Code?

No, your Secure Access Code is only good for a single use. Whenever you log in from an unrecognized computer or mobile device, we will send you a new Secure Access Code.  

How do I register my device or computer?

During the login process, you will be asked whether you would like to remember your device. By remembering (i.e., registering) your device, you are telling Georgia United to recognize the device and browser you’re using for future logins.   

I have registered my device, but I'm being prompted for another secure access code.  Why?

There are several reasons this may happen.  Most commonly, this occurs when your browser settings are set up to delete cookies, or your browser cookie for Online Banking has been deleted since your last login. It can also happen if you are logging in with a different browser (ex., Chrome, Internet Explorer, etc.) on the same registered device. You may have a program on your device that automatically deletes the cookie. If so, that feature will need to be turned off or configured to accept and retain cookies from Georgia United.

How do I remove the registration from a device?

You can remove the registration of a device or browser by deleting your cookies, or just the cookie related to Georgia United’s Online Banking.

Should I share my login credentials with my joint account holders?

Every member you share accounts with should set up their own login credentials for Online Banking.  When a member that is joint on your account logs in, they will see all the accounts that you share.  We strongly suggest you keep your password private and use individual login credentials for joint account holders.

What if I can’t remember my password?

After entering an incorrect password, you will receive a message that “authentication has failed”. To avoid locking your account, we suggest that you click ‘Forgot Password’ to reset your password. You’ll need to enter your username to receive a new Secure Access Code. Once you submit your Secure Access Code, you will be able to reset your password.

What if I am locked out? 

After several invalid attempts to log in, you will be locked out of your account and will have to wait an hour before being able to reset your own password. Please note, you can unlock your account by contacting our Member Care Center at 770.476.6400 or 888.493.4328 during business hours.

General Questions

How do I update my contact information?

Go to the Settings tab in Online Banking and select Update Personal Information. You can update your address, email or phone number under the Physical Address block. 

Please note, to change your Secure Access Code (SAC) delivery channel go to the Settings tab and select Security Preferences. Select Secure Delivery to view and edit your SAC delivery preferences. 

How do I know if my browser is compatible?

Compatible browsers include Microsoft Edge, Microsoft Internet Explorer 11 and higher, Mozilla Firefox 27 and higher, Google Chrome 38 and higher and Safari 7 and higher.

 

To find out which browser version you are currently using, go to the menu bar in your browser and click ‘Help’ and then ‘About’. If you find that you’re not running the most current version, you can update your browser using the links below:

 

Google Chrome     Microsoft Internet Explorer     Mozilla Firefox     Safari

How do I know if my mobile operating system is compatible?

Compatible mobile operating systems include:

  • Android - OS 5.0 and higher
  • Apple - Safari 5 and higher

To find out which browser version you are currently using, go to your device's Settings.

  • For Android - tap About Phone or About Device, and then tap Android Version
  • For Apple - tap General and then About

How do I pay my loan?

Go to the Transfers and Payments tab and select Loan and VISA Credit Card Payments.

How do I make a mortgage payment?

Go to the Transfers and Payments tab and select Mortgage Payment. Select the account you would like to pay. Select your preferred payment method from the Loan Servicing page and follow the payment prompts to submit your payment.

How do I view/set up account alerts?

With the new Online Banking platform, you will see new alert capabilities. To view or add alerts, go to the Services tab and select Alerts

How do I view my scheduled transfers?

To view your scheduled transfers, go to the Transfers and Payments tab and select Online Activity. Click Recurring Transactions to view any scheduled transfers. 

 

Note: Transfers that were set up in the previous Online Banking platform will continue as scheduled; however, these transfers will not be available to view or edit in the new platform. If you need to make a change to a previously scheduled transfer, please contact our Member Care Center at 770.476.6400 or 888.493.4328. Any transfers that are set up in the new Online Banking platform can be managed through Online Banking directly. 

Can I view my E-Statement history?

Yes. If you are enrolled in E-Statements, you will continue to have access to historical statements.

Please note that when you go to the Statements tab for the first time, you will be presented with a new PDF Verification tool. A PDF will open with a short code in a new window. Enter this code to verify that you are able to open a PDF. 

How do I view my transaction history?

You can view your transaction history by clicking on an account on the Home screen. You can also view all transactions initiated through Online Banking by going to the Transfers and Payments tab and selecting Online Activity

Where can I see pending transactions?

On the Home screen, any accounts with pending transactions will show a “Transactions Pending” message in red. Click the account to view your transactions. 

Can I reorder checks?

Yes, you can reorder checks through Online Banking. Go to the Services tab and select Check Reorder.

Note: If this is the first time you are ordering checks for your account, please visit a branch or contact our Member Care Center at 770.476.6400 or 888.493.4328 during business hours.

What if I don't see all of my accounts or don't think an account is mine?

You should be able to view all of your primary accounts as well as any accounts that you are a legal joint owner on. If you are a trustee, guardian, responsible individual, or representative payee but not a legal joint owner on the account, those accounts will not show and you will need to log in to this account separately to view.

How do I hide accounts?

To hide an account, go to the Settings tab and select Account Preferences. Select the account you want to hide and under details select Visible to change your settings.

How do I rename accounts?

To rename an account, go to the Settings tab and select Account Preferences. Select the account you want to rename and under details select the pencil. Enter the name you want to display and select the check mark to save.

How do I unlink an external account?

If you previously linked an external account and want to remove it from Online Banking, go to the Settings tab and select Account Preferences. Select the linked account and under the details, select Remove

When I link accounts, can I transfer money to and from that account also?

No. Linking an account allows you to view your complete financial picture in one place; however, you will not have the ability to make transfers to linked accounts. Additional steps are required to transfer between external accounts. For information on external account transfers, see the question below.

Can I transfer money between my external accounts?

Yes. To transfer to and from an external account, you will need to complete two steps:

1. Add External Account

In Online Banking, go to the Services tab and select Add External Account. Enter your external account information and click Submit. Two deposits will be made into the account that you have entered. You should typically see these within 5 business days.

2. Verify External Account

Once you have received your deposits, log in to Online Banking and verify your account. Go to the Services tab and select Verify External Account Requests. Select the account you would like to verify and enter the amounts of the two micro-deposits. Click Submit.

Can I add a transaction?

The previous Online Banking platform had an option to “Add a Transaction.” Unfortunately, this feature is not available in the new platform. 

Bill Pay

Did my scheduled payments convert to the new system?

All scheduled one-time, recurring and future-dated payments automatically converted to the new Bill Pay system and will continue to function as scheduled. Existing payee information converted for payees used within the last 24 months. When you log in for the first time, please review your Bill Pay account to confirm all payments and payees converted accurately. 

Did my scheduled eBills convert to the new system?

Your existing eBills (i.e., electronic bills delivered directly to your account) did not migrate to the new system and you will need to log in to your account and enroll in eBills again. Most payees will convert to paper statements; however, this could take up to two (2) billing cycles depending on the payee. 

Did my Bill Pay history transfer to the new system?

You will be able to see the last 6 months of payment history in the new system. To view your history from the previous Bill Pay site, go to the Bill Pay tab in Online Banking. Select the View History link under the Payments tab and click History Prior to 10/24/2017

How do I access the new Bill Pay site?

When you log in to the new Online Banking platform, we’ve added a Bill Pay tab in the top navigation for your convenience. Note, in Georgia United’s Mobile App you will access Bill Pay by selecting the Menu button in the top left corner and in the drop-down menu, click Bill Pay.

Can I set up Bill Pay for my joint accounts?

No. Bill Pay can only be managed through the primary account holder’s login. If you are joint on an account, you will not be able to set up Bill Pay for this account. 

Can I call Bill Pay support if I’m not the primary account holder?

For your security, Bill Pay will only provide support to the primary member on the account. Another person can be added to your Bill Pay account as a secondary account holder. The secondary account holder is able to contact Bill Pay support to obtain general information only. To add a secondary account holder, go to Bill Pay and select the My Account tab under the Personal Information box. Select View/Edit Personal Information, enter the name of the secondary account holder and select Submit.

Mobile App

How do I access the new Georgia United Mobile App?

Your current Georgia United Mobile App will need to be updated in order to log in to the new Online Banking platform. You will log in using the same username and password as you do for Online Banking. If this is the first time you are logging in after the enhancement, you will also need to verify your identity on this device with a Secure Access Code. If you would like to avoid this verification step for future logins, be sure to register your mobile device.  

How do I set up Touch ID on the new Mobile App?

Log in to Georgia United’s Mobile App and tap the Menu button. In the Settings tab, tap Security Preferences. Toggle the Touch ID or Fingerprint Login switch from “off” to “on” and select Continue. Enter your username and password and tap Authorize. You will then be prompted to scan your fingerprint.  

 

Please note, Touch ID is now available for both Apple and Android devices.

Quicken, QuickBooks, Mint

QuickBooks

You will need to modify your QuickBooks settings to ensure the smooth transition of your data to the new Online Banking platform. Please use the guides below to migrate your QuickBooks data.

QuickBooks for Windows 
QuickBooks for Mac
QuickBooks Online Edition

 

For additional support, contact QuickBooks at 800.488.7330.

Quicken - Express Web Connect

You will need to modify your Quicken settings to ensure the smooth transition of your data to the new Online Banking platform. Please use the guides below to migrate your Quicken data.

Note: Express Web Connect uses the same User ID and Password as your Georgia United Online Banking account.

Quicken for Windows - Express Web Connect

Quicken for Mac - Express Web Connect

 

For additional support, contact Quicken at 650.250.1900.

Quicken - Web Connect

You will need to modify your Quicken settings to ensure the smooth transition of your data to the new Online Banking platform. Please use the guides below to migrate your Quicken data.


Quicken for Windows - Web Connect

Quicken for Mac 2015 to 2017 - Web Connect

Quicken for Mac 2007 - Web Connect

 

For additional support, contact Quicken at 650.250.1900.

Mint

If your accounts do not display current transactions following the update, log in to Mint.com and click the refresh button to update the account. After the download completes, click the Transactions tab to view up to 90 days of transaction history.

Still have questions?  Contact our Member Care Center at 770.476.6400 or 888.493.4328.