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Digital Banking FAQs

Access & Enrollment

Recommended browsers (current major release):
  • Microsoft Edge
  • Firefox
  • Safari
  • Chrome
Note: Microsoft no longer supports Internet Explorer versions older than 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, upgrade to the latest version of Safari, or use 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
The Apple mobile app will require a minimum version of iOS 11. The Android mobile app will require a minimum version of Android 5.0.
Online Banking: When accessing on a browser, click on your name at the top right-hand corner of the screen and select “Sign Out.” You will be taken to our website homepage and your session will be closed. Mobile Banking: 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 device 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.
For your security, your account will time-out after 10 minutes of inactivity.
  • Tap the slideout menu, and then select Settings.
  • On the Profile screen, select the pencil 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.
  • Tap the slideout menu and select Settings.
  • Tap Security in the menu.
  • Tap the toggle next to Touch ID.
  • Select Enable Touch ID.
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.

Logging In

You can access the new digital banking and your account on a desktop, laptop, mobile phone, or other internet-accessible devices. Simply log in with your online banking credentials to both online and mobile banking. There are two access points:
  • Visit our website and click 'Log In' to get started
  • Download the NEW mobile banking app from the Google Play or Apple Store
Keep in mind, with the digital banking upgrade, you will not be able to access the website via old bookmarks or the previous mobile banking app. Once the upgrade is launched on August 23, 2021, you will want to update any saved bookmarks you have.
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 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. You'll be able to select the method in which you receive your Two-Factor Authentication code. Options include:
  • Automated Phone Call
  • Text Message
  • Use of Authenticator App
Two-Factor Authentication relies on the contact information - such as primary phone number - you have provided the credit union to send your Two-Factor Authentication code. If your contact information is not up-to-date, you may receive an error when you attempt to 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.
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 at 865-482-4343 to ensure we have the correct phone number on file.
An email and a phone number are required for the two-step authentication. The one-time access code will be sent via text or phone call. The phone number must match our records for the additional security layer to work correctly.
You may need to clear your cache in your browser to remove all cookies. If you need further assistance, please contact us.
You can recover your account by going through the 'Forgot Password?' steps.

Common Digital Banking Errors

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 at 865-482-4343 for assistance in unlocking your account.
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. If the error persists, please contact us at 865-482-4343 for further assistance.
This error is present during the log-in process and typically means that your account information does not match our records. Please contact us at 865-482-4343 to confirm we have the correct phone number and username on record.
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 at 865-482-4343.
This error is present during the enrollment process or when updating credentials. Click on 'Show Rules' below the username and password field to see the credential requirements.
This error is present during the log-in process and typically means that our records show that you have previously created an account with us. If you forgot your username and password, on the log-in page click 'Forgot?' and follow the steps to recover your account.

Transfers & Transactions

To transfer between your credit union 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
To transfer funds to another member's account here at TN Members 1st you can use the Member to Member transfer feature by clicking the blue 'Member Transfer' button on the top of your dashboard or selecting 'Member Transfer' from the left-hand navigation menu. Once in the 'Member Transfer' screen, you'll select the account you wish to transfer the funds from, enter the last three letters of the last name of the member you're transferring to, their member number, type, share number, and amount. FINDING MEMBER NUMBER: The member number is the last portion of the account number AFTER the zeros. For example, if your full account number is 1070001234567, the member number is 1234567. Member account numbers can be found by logging in to your digital banking, clicking on the account you wish to see transactions and details for, and looking in the 'Details' tab, located on the right-hand side of the account screen in online banking and the top of the account screen in mobile banking. TYPE: Share = checking or savings. Loan = loan. SHARE #: This will determine if you're transferring the money to someone's checking, savings, or a specific loan (if they have more than one loan). To transfer to someone's savings, you'll enter 0001, to transfer to someone's checking, you'll enter 0007. You can also find this identifying number in the full account number. For example, if your full account number is 1070001234567, the 107 tells you that it's checking.
  • 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
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
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 transaction’s 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.
Account transactions can only be downloaded in digital banking (excluding the 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 icon next to the print and search icon.
  • On the Download Activity window, select the Date range and File Type and click Download.
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.

Bill Pay

Bill Pay requires that you have an eligible checking account with us, along with your contact information (name, physical address, phone number, and email) on file. If for some reason you meet all eligibility criteria and you receive an error during the enrollment process, please send us a screenshot of the error and we'll take a look and get it sorted as soon as possible.
To enroll in Bill Pay, click on the 'Payments' tab in the left hand navigation menu in your online banking. Please note, enrollment will not be able to be completed on the mobile app. When you click that 'Payments' tab it should give you an option to enroll, click the 'Enroll' button and it'll work through that enrollment process. Bill Pay does require that you have an eligible checking account with us, along with your contact information (name, physical address, phone number, and email) on file. If for some reason you receive an error during the enrollment process, please send us a screenshot of the error and we'll take a look and get it sorted as soon as possible.
You can set up a new payee using the full Bill Pay platform by selecting 'Payments' from the left-hand navigation menu or if already in the 'Payments' screen:
  • Select 'Manage Payments,' a new screen will load.
  • Select the green '+Payee' button in the top left hand side of the screen and follow the prompts to add your Payee.
You can also use the 'Pay a Bill' or 'Pay a Person' buttons, to the left of the 'Manage Payments' button to set up business or individual payees right within your digital banking. This still allows you to set up and manage payments but doesn't load the fully integrated Bill Pay platform (what you see when you hit the 'Manage Payments' button).
To edit a payee in Bill Pay you will log in to your online banking, you will not be able to use the app to edit payee information. Once in online banking, select 'Payment' along the left-hand menu, this will load the Payments page. Once in the Payments page, select 'Manage Payments' on the top right-hand side of the screen (above the calendar with the three dots icon). That will load the Bill Pay Manager screen where you can select and edit your payees.
You can use digital banking to pay a bill or pay a person.
  • Log in
  • Select Move Money > Payments or Tap Pay under your account in mobile
  • If it is your first-time using Payments, it will ask you to enroll, click Enroll
  • Select Pay a bill or Pay a person (online only)
  • 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

Transacting with another Financial Institution

You are able to add accounts from other financial institutions inside your digital banking. This will provide you with a display of that account 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
You can make transfers between your credit union accounts and other financial institutions once an external account has been verified.

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
  • Confirm a deposit amount into 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
  • 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.

Alerts

Email, text, and in-app alerts are available to be set up for your accounts. When you're logged in to your digital banking:
  • Click on your desired account from either your dashboard using the blue buttons at the top of the screen or by selecting 'Accounts' in the left-hand navigation menu and then selecting your desired account.
  • Once in your desired account, you'll click the blue 'Alert Preferences' button on the right-hand side of the screen. This will bring you to the Account Alerts screen where you can edit or add alerts.
  • Select edit or add alert to get the options for Text, Email, or In-App Messages. Please note, the phone number and email are brought in through the system and are is the information we have on file for you. If you need to update this information let us know or you can update it by clicking your name in the bottom left-hand corner of the screen and selecting 'Settings' to get into your profile settings.
  • Once you've configured the alert to your preferences, hit 'add alert' or 'save' depending on if you are adding a new alert or editing an existing alert.
Alerts can be edited at any time in digital banking.
  • Log in
  • Select the account you would like to edit 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
    • Change your criteria for the alert
    • Click Save
Alerts can be deleted at any time in digital banking.
  • Log in
  • Select the account you would like to edit 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

Remote Deposits

Mobile deposit is available for all checking accounts, but you must enroll first. Mobile deposit can only be done through the mobile app.
  • Log in
  • Select Deposit under your checking account OR select Deposit Check from the slideout 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
  • Verify the information and tap Submit
Mobile deposit limits are based on the type of checking account you have. These limits include a daily dollar amount and number of items deposited daily. If you have specific questions, contact the credit union at 865-482-4343.
As an important regulation reminder for members using Remote Deposit, please remember to endorse the back of the check with:
  • For Mobile Deposit only @TNMFCU
  • Your account number
  • The deposit date
  • Your signature
If this information is not present, your deposit may be delayed or unable to process. Visit your local branch or contact us at 865-482-4343 if you have questions regarding Remote Deposit Anywhere endorsement requirements.
You should retain the check for seven days after the deposit has posted to your account. After that time, you may shred it.

Updating Information

You can update your phone number, email address, or primary address in digital banking.
  • Log In
  • Click on the User Profile icon and click Settings
  • Click Edit next to your phone, email, or address
  • Verify your password
  • Edit your contact information
  • Click Save
Phone and email updates will happen immediately. All address updates will be reviewed by a member service representative and you may be contacted for additional information.
You can change your username or password at any time in digital banking. To change username:
  • Log in
  • Select your username icon in the top right corner or menu in mobile banking
  • Select Settings and then select the 'Security' option on the left side menu
  • In the 'Username' field select 'Edit'
  • Enter your current password when prompted
  • Change your username and select 'Save'
To change password:
  • Log in
  • Select your username icon in the top right corner or menu in mobile banking
  • Select Settings and then select the '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
You can rename any account in digital banking.
  • Log in
  • Select an account from the 'Accounts' section
  • Select Settings from the options menu
  • Next to the account name, select 'Rename'
  • Type the new name, and then select 'Save'
You can rearrange the order your accounts display in digital banking to reflect the sequence you want.
  • Log In.
  • From 'Accounts' click on the three dots and click 'Organize Accounts' in online banking or click the opposing arrows in mobile banking.
  • Drag and drop the accounts to rearrange the order.
  • Click 'Done.'

Other FAQs

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 'Documents' from the Account Details page in the options menu
  • Statements and Taxes will be listed for each year available
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.'
A member service representative will respond shortly. Please note, responses to messages are not instant.
Blocking your debit card is easy in digital banking. It's just as easy to unblock it as well!
  • Log in
  • Under 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
Please note, this is only for your debit card. Credit card management tools are not available in online and mobile banking. You can set up credit card alerts by visiting the Visa Purchase Alerts website.
Yes! To let us know about your travel plans:
  • Log in to online or mobile banking
  • Click 'Messages' and 'Start a New Conversation'
  • Let us know the dates of your travel and the location you're traveling to.
  • A Member Service Representative will follow up with you to let you know your travel notification has been received.
Keep in mind, if we are unaware of your travels, it’s possible that your out-of-town card transactions could be flagged as potential fraud and declined. Our Fraud Department actively monitors for potential instances of fraud and takes into consideration fraud trends, as well as states or countries with high cases of card fraud, when monitoring accounts.
Any 3rd Party Aggregator that you use (ex. Venmo, PayPal, EveryDollar, Quicken, QuickBooks) may need to be reconnected within each individual program. Keep in mind, because these are companies or programs that TN Members 1st does not have a formal agreement with or work with directly, you may need to reach out to the individual 3rd Party Aggregator support teams for assistance. We apologize but the credit union is not able to provide assistance specific to 3rd Party Aggregators and how their programs integrate with potentially eligible financial institutions. We also cannot guarantee connection to 3rd Party Aggregators with which we do not have a formal agreement, even if you were previously able to have your accounts connected.
We do not currently have a formal relationship with any of the 3rd Party connections listed above. It is possible that you may be able to connect your accounts; however, we are not able to guarantee they will connect as they are a 3rd party application. TN Members 1st monitors the number of requests from members for 3rd Party direct connections to determine the need for formal product integrations in the future.
The connected apps section in your digital banking settings will only display apps that have 3rd Party Access through the Banno Open Auth Platform including Plaid (Beta Testing), Intuit, and Akoya. This section will not display all 3rd Party Apps you may be currently using as a member.
You can visit mymembersfirst.org/orderreorder-checks to order new checks. You'll need your account number and routing number.
To view the statement for your Visa card, you'll log in to your Visa specific portal by clicking 'Visa Account' in the gray bar of the mymembersfirst.org homepage. You can also get there using this link: https://apphx.pscu.com/AP/APCardholder/pages/dsologin?clientId=2864&siteFlag=true
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We do business in accordance with the Federal Fair Housing Law and the Equal Credit Opportunity Act.




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