Online Services

Digital Banking Upgrade

This photo shows what the new digital banking dashboard will look like across devices.

We’re excited to provide you with an updated digital banking experience, coming this August! With enhanced security, new features, and improved functionality, we think you’ll enjoy:

  • Single sign-on for Online & Mobile banking
  • Consistency across all devices
  • Logging in with two-factor authentication
  • Adding notes, tags, and pictures to your transactions

We’ll be keeping in touch over the next few months so you’ll have all the information you need to take full advantage of the new digital banking experience when it launches!

When is the digital banking upgrade happening?

Our digital banking upgrade is currently scheduled to occur on Monday, August 23, 2021.

Digital banking upgrade dates and details are subject to change. Any changes will be communicated via social media and our website notification bar – found at the top of any page of mymembersfirst.org.

What do I need to do to prepare for the digital banking upgrade?

Ensure your contact information is up to date. Not only do we want to make sure you don’t miss any important upgrade information, our new digital banking platform uses two-factor authentication – a security measure that sends you a one-time access code to log in to digital banking – sent to your phone number or email address on file. If your contact information is not up-to-date, you may receive an error when you attempt to log in.

Keep an eye on this page – mymembersfirst.org/upgrade – for all the information about our digital banking upgrade including FAQs, how you’ll log in for the first time, and more! Information will be updated as it becomes available.

Why is digital banking changing?

You spoke and we listened. We are now simplifying our online and mobile banking into one platform. Our new digital banking experience provides convenience with enhanced security, new features, and functionality.


FAQs

Please note, the FAQ information provided below is specific to the new digital banking platform, launching in August 2021. The information below does not apply to the current NetTeller platform. If you are having issues with the current NetTeller platform, please contact the credit union at 865-482-4343 for assistance.

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.
Yes. We’ll be sending out more information, including direct links to download the new digital banking experience, closer to August.
There will be no need to re-enroll in digital banking if you have previously enrolled in online banking (NetTeller). Once our new digital banking experience is live, you’ll log in with your existing online banking credentials on either the digital banking website or the new mobile banking app. If you are having trouble logging in, you can reset your password to recover access to your account.

If you have not previously used online banking, then you will have to go through the enrollment process.
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 existing 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 (Not currently available, coming August 23, 2021.)
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.
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

Yes, all existing scheduled transfers in the previous digital banking system will be moved to the new digital banking system. We do suggest members log in and verify any scheduled transfers are present in the new digital banking experience after the upgrade has taken place.
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
  • 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

Any scheduled bills will be paid as scheduled and scheduled payments will carry over to the new digital banking experience. We do suggest members log in and verify any scheduled bill payments are present in the new digital banking experience after the upgrade has taken place.
Bill payment accounts will be automatically transferred and do not need to be set up again. We do suggest members log in and verify any bill payment accounts are present in the new digital banking experience after the upgrade has taken place.
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

Alerts will need to be re-entered in the new system. To set up alerts 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.
  • In the Balance alerts section, select Add alert.
  • Select Above or Below, and then input a dollar amount.
  • In the Alert/Notify by field, select Email, Text message, or In-app message.
  • Select Add Alert to save the alert.
  • Repeat steps for Transaction alerts.
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
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

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

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 system will make accessing your account and statement information easier than ever.

Click here to learn more about eStatements.
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.
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
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