Banking FAQs: Mobile Apps & Online Banking FAQs What should I do if I'm unable to view my e-Statement? Viewing e-Statements requires the Adobe Reader program. Please make sure you have the latest version installed. For additional assistance, please visit Adobe Reader's support page. How far back can I retrieve my statements online? When you sign up for online banking, you will automatically have statements placed online. We archive them for seven years. Statements are typically available online by the 3rd of each month. If you need a statement further back than when you signed up for online banking, you may contact PSECU at 800.237.7328. The last two statements cycles are free; however, any physical statement that is mailed to you other than the most recent two statements will cost $5 per month. What Web browsers/operating systems does PSECU support? PSECU supports the latest versions* of the following browsers: Microsoft® Internet Explorer (on Windows®) Apple® Safari® (on Mac®) Mozilla® Firefox® Google® Chrome® * The latest versions are defined as those supported by the manufacturer. PSECU's online banking system does not support beta, pre-release, or mobile browsers. Why does my online banking session time out? For security reasons, your online banking session will automatically timeout after 10 minutes of inactivity. However, while you are actively using the site, your session should not timeout. How can I get a copy of my statement? You can print free statement copies by logging into your account and printing them. Electronic versions of your e-statements are made available to you from the date your account was authorized for online banking or December 1999. If you do not use online banking, you can call us at 800.237.7328 to request a copy. There is a charge of $5 per account statement. I sent a Bill Payer for an incorrect amount. What should I do? If the payment was sent as a paper check and has not yet cleared your account, you may place a stop payment on the item online. (Note: the stop payment fee is $10 for individual checks and $15 for consecutive series.) Log into your account and select "My Money." Click on "Check Search/Stop" from the menu on the left. Follow the instructions on your screen. If the payment has cleared your account or if the payment was an electronic payment, you will need to contact the merchant for a refund. I am unable to access my PSECU account. If you are having difficulty accessing your account, please be sure you have created a User ID. If you forgot your User ID or password, use our Self-Service Unlock process.If you have forgotten your account number or account PIN, please call 800.237.7328 and a Member Service Representative will be happy to assist you.Our call center hours are:Monday - Friday from 8 a.m. to 9 p.m.Saturday from 9 a.m. to 5 p.m. (ET). My check images are not showing in online banking. Merchants may clear your check electronically which means a check image may not be available. Our online banking system will indicate if the check cleared electronically when you click on the check number. If you'd like us to mail a copy of a check to you, please call at 800.237.7328. Please note that a fee may apply. Is online banking secure? Yes. The login portion of the page is secured with 128-bit Secure Socket Layer (SSL) encryption technology. The SSL protocol delivers server authentication, data encryption, and message integrity. SSL operates independently of the Internet application protocols. With SSL implemented on both the client and server, your Internet communications are transmitted in encrypted form, ensuring privacy. The security features protect commercial transactions, as well as all other communications from misappropriations and fraud that could otherwise occur as information passes through Internet computers. I'm locked out of the mobile app. What do I do? If you are having difficulty accessing your account, use our Self-Service Unlock process to unlock your account from your computer or click "Forgot Password?" on the login screen to unlock your account on your phone. You can also call us at 800.237.7328 to speak to a member service representative during regular business hours. What cannot be deposited with Mobile Deposit? The following cannot be deposited with Mobile Deposit.PSECU Check Drawn on the Same PSECU Account – The deposit of a check that is drawn from and deposited to the same accountholder’s account at PSECU is PROHIBITED. Deposits of this nature may result in the immediate revocation of services.Non-Negotiable Items – The deposit of any item stamped with a “non-negotiable” watermark is PROHIBITED. Deposits of this nature may result in the immediate revocation of Services.Altered Checks – An altered check is any check that contains evidence of a change (correction fluid, crossed out amounts, etc.) to information on the face of the check. Members with altered checks MUST get a replacement check from the maker before PSECU will accept the deposit.Foreign Checks – A foreign check is any check that is issued to you by a financial institution in another country (Canada, France, etc.). Foreign checks may ONLY be deposited by mail. You must remit all foreign checks to PSECU Funds Management Unit, P.O. Box 67013, Harrisburg, PA 17106-7013.Savings Bonds – Savings bonds are not accepted through remote deposit.Incomplete Items – An incomplete item is any item that does not contain signatures of the maker, endorsement signatures, or is missing any of the information required during key-entry in a Deposit Session.Stale-Dated Checks – Certain checks contain instructions such as “Void 90 days after issue date” or “Must be cashed within six months of issue date.” Members with stale- dated checks MUST get a replacement check from the maker before PSECU will accept the deposit.PSECU Check Drawn on Personal Account (Business Accounts Only) – The deposit of a personal check that is drawn on the accountholder’s personal checking at PSECU is PROHIBITED. Deposits of this nature may result in the immediate revocation of Services.Third Party Checks – The deposit of a check that is made payable to a person who is not listed as an accountholder may result in the immediate revocation of Services.Substitute Checks (IRD) – Substitute checks that are created as a reproduction of a digital image of an original check are not accepted through remote deposit.Cash – The deposit of cash is PROHIBITED. Deposits of this nature may result in the immediate revocation of Services. How do I cancel a transfer to another PSECU member? Important: You will only be able to cancel the transfer if the recipient has not yet claimed the funds. Transfers done from your Transfer List or to individuals with PayPal accounts may occur immediately.To cancel the transfer before the funds are claimed, go to "Move Money," then "Transfer Out," then select "Other Members." Click "View Your Pending Transfers" near the top of the screen. Here, you'll be able to see your pending transfers, and a "Cancel" link will display if the transfer can still be canceled.If the recipient has already claimed the funds, you will not be able to cancel the transfer. The recipient would need to transfer the funds back to you. How do I cancel a transfer to another person (for money sent via PayPal®)? Important: You will only be able to cancel the transfer if the recipient has not yet claimed the funds.To cancel the transfer before the funds are claimed, go to “Move Money,” then “Transfer Out,” then select the “Non-PSECU Members.” Click “View Your Pending Transfers” near the top of the screen. Here, you’ll be able to see your pending transfers, and a “Cancel” link will display if the transfer can still be canceled.If the recipient has already claimed the funds, you will not be able to cancel the transfer. The recipient would need to transfer the funds back to you. Do I need a PayPal®to send money to other people? No. PSECU members do not need a PayPal account to send funds to another person, but the recipient will need to create a PayPal account (or use their existing PayPal account) to receive the funds. How long is my note and category information stored online? Your online transaction history (including your note and category information) is available for approximately the past 18 months. You may save a copy of your note and category information by scrolling to the bottom of the History page and using the "Download to CSV (Spreadsheet)" or "Download to PDF" options. Will the notes and categories I enter appear on my statement? No, the notes and categories you enter will not appear on your PSECU statement. However, you may save a copy of your note and category information by scrolling to the bottom of the History page and using the "Download to CSV (Spreadsheet)" or "Download to PDF" option.