Frequently Asked Questions

Question 1

How do I change my residential address?

Accepted Answer

To change the address on file for your account, click My Settings and select Update Contact Information. Once you have made and reviewed your changes, click Save.

Question 2

How do I set up e-statements?

Accepted Answer

In online banking, scroll to Additional Services, select e-statements and read and accept the disclosure. You will receive an email notification once your first statement is available to view.

Question 3

What accounts will I be able to access through online banking?

Accepted Answer

You can access your checking, savings, investment and loan accounts. You can also access secondary accounts and accounts on which you are a joint owner. Online banking is intended to give you as much access, security, and versatility as possible.

Question 4

How do I change my date range for account history?

Accepted Answer

You may select a different date range using the Change drop-down list located above the transaction list. You can choose one of the default date ranges or enter a custom range.

Question 5

How can I change my email address?

Accepted Answer

Click My Settings, select Update Email Options, enter the new email address and Save.

Question 6

How do I view e-statements?

Accepted Answer

When your statement is ready to view, simply login to online banking, scroll to Additional Services, select e-statements and click the PDF link for the month you wish to view.

Question 7

What happens if I forget or lose my password?

Accepted Answer

Click on the "I can't access my account" link for additional assistance. Please note this link is not available on the app or Mobile Account Access.

Question 8

How current is my financial information?

Accepted Answer

All transactions performed within online banking are real-time and accurate. Your account information is updated every business day with new transactions that were posted to your account the previous business day.

Question 9

Can I view images of cleared checks?

Accepted Answer

Go to the My Accounts area. Click the account name link to open the account history page for that account. The check will display as a link, typically with the check number. Simply click the link to view images of the front and back of the check. Click the Close button at the bottom of the window when you are finished.

Question 10

How do I change my username?

Accepted Answer

Click My Settings, and under Login & Security click Update Username. Enter a new username and your current password then click Save.

Question 11

What are the system requirements for downloading e-statements?

Accepted Answer

To view e-statements, you will need an updated version of Adobe Acrobat Reader. A link to the free Adobe download is available on the e-statement screen.

Question 12

Can I create my own password that is easy for me to remember?

Accepted Answer

Yes, after you use your assigned password to log-in for the first time, you will be prompted to change your password.

Question 13

What can I do with online banking?

Accepted Answer

View account balances; confirm deposits and withdrawals; transfer funds between checking, savings and line-of-credit accounts; pay bills online; review your electronic account statements; make loan payments; view and download images of cleared checks; apply for a loan; order checks; get a better picture of your spending behavior with Money Management; chat with an Ascend representative securely without leaving your online banking session; and move money conveniently between financial institutions or individuals using External Transfers and Zelle^®. Plus, you’ll have the same experience regardless of the device you’re using.

Question 14

How long are check images available online?

Accepted Answer

Check images are available for up to 16 months.

Question 15

How do I change my password?

Accepted Answer

Click My settings, and under Login & Security click Update Password. Enter current password, then enter and confirm new password. Click Save.

Question 16

How long are statements available online?

Accepted Answer

The number of available statements will depend on when you registered for the service. The maximum number of statements that are viewable is 24 months.

Question 17

How do I access online banking?

Accepted Answer

You will need a password to access the service for the first time. Please call 800-342-3086 or visit your nearest Ascend branch to obtain your initial login information, or complete the online registration form. You must have an existing checking, savings or loan account.

Question 18

What is online banking?

Accepted Answer

Online banking is Ascend’s free online account access service that allows you to use a personal computer with an internet connection or a mobile device and Ascend's app to conduct your financial transactions online. And with online banking from Ascend, you’ll have the same experience regardless of the device you’re using.

Question 19

Can I view my account details in more than one way?

Accepted Answer

Yes, you can view your accounts by date, check number, payee, amount, or balance in ascending or descending order.

Question 20

How do I change my phone number or email address for one-time passcodes?

Accepted Answer

Click My Settings, and under Login & Security click Update Security Options. Click the ‘X’ to delete any old numbers, enter the new number and click Save. For email, click the link to Update Primary Email.

Question 21

How do I opt-out of e-statements?

Accepted Answer

You can submit an email request, including your account number, to memberservice@ascend.org, or provide a signed request within a financial center location or by mail.

Question 22

What is required to use online banking?

Accepted Answer

All you need to use online banking is a secure web browser that supports 128 bit encryption such as Microsoft Internet Explorer®, Mozilla Firefox, Safari or Google Chrome. You can use any computer that has internet access or a mobile device with Ascend's app. And, you’ll have the same experience regardless of the device you’re using.

Question 23

How do I view my account balances?

Accepted Answer

Simply login using your established username and password to access the My Accounts screen. This is where you can see all of your accounts and balances in one glance without having to scroll.

Question 24

In what formats can I download my transaction history?

Accepted Answer

Online banking supports downloads to Quicken™ or as a comma-delimited (also called comma-separated values or .csv) file.

Question 25

How do I transfer funds?

Accepted Answer

In the upper right portion of the My Accounts section, you will see the Make a Transfer button. Clicking the button opens the Move Money window. Select the From and To accounts, enter the transfer amount and memo text, if needed, then click the Transfer button. When you click the Transfer button, you will get a message asking you to confirm the funds transfer. When you click the Make Transfer button, a transfer complete window will display with all of the relevant transfer details and the option to Make another transfer or Print the transfer details. Transactions will post immediately when you complete the transfer.

Question 26

How do I enable my number to receive one time passcodes by text message?

Accepted Answer

Click My Settings, scroll to the Login and Security section, click ‘enable for text’ next to your phone number. You will receive a six-digit code through text. Enter the code in the box provided and click Confirm.

Question 27

What are the browser and system settings needed to access online banking?

Accepted Answer

The following browsers are supported for online banking: Google Chrome (latest version), Mozilla FireFox (latest version), Safari 10, Safari 11, Internet Explorer 11, and Microsoft Edge (latest version). Certain browsers have settings that need to change for full functionality of online banking: Safari settings – The Safari browser by default blocks third-party cookies. Go to Safari > Preferences and find the Privacy tab. The option for Block cookies should be set to “Never.” Internet Explorer settings – Online banking may not view correctly if Compatibility View is enabled. If there are any issues, disable Compatibility View.

Question 28

How long can I be inactive before being logged out of online banking?

Accepted Answer

The inactivity time out default is set for 10 minutes.

Question 29

What is quick peek?

Accepted Answer

Quick peek opens a new window that shows the most recent transactions or payment activity for the account along with links to Make a transfer and Go to account history.

Question 30

How do I make a loan payment?

Accepted Answer

Click the Pay link to open the Move Money window. Select the From account from the drop-down list (the available dollar amount will be displayed). Select the To account from the drop-down list (the balance amount will be displayed). Review the Amount to be paid: Interest + Principal. Click the Transfer button and review the payment details. Click the Make Transfer button to complete the payment and display the payment details.

Question 31

When can I use online banking?

Accepted Answer

With online banking, you have access to your account information 24 hours a day, seven days a week.

Question 32

How do I view account transactions?

Accepted Answer

Just click the name of an account for the account history. A page will open with transaction details for your default date range. You can also click on the Go to account history link in the quick peek window to directly access the account history page.

Question 33

Can I create “nicknames” for my accounts?

Accepted Answer

Click My Settings in the top navigation within online banking. Click the Rename & Hide accounts link in the Other settings section. Find the account you want and type the new name in the Nickname column field. Repeat this for each account that you want to change. When finished, click the Done button. You should see your account nicknames the next time you log in to online banking.

Question 34

Can I set up email notifications for my account?

Accepted Answer

Yes. You can request email notifications for your account balance, check cleared, certificate maturity, loan payment due and loan payment past due. To add the notification, scroll to Additional Services, click Mobile Banking and Alerts, scroll to the Email Notification section, choose the alert type from the drop-down menu and select Add. Select the account and set your parameters for the notification. You can enter a personalized message in the comments box or leave the standard response, then click Save Notification.

Question 35

Can I schedule future transfers?

Accepted Answer

Yes. To schedule future transfers, login through the full site, scroll to Move Money and select Schedule a Transfer. Click Add to create a new transfer, enter your amount, select the “From” and “To” accounts, enter your date, choose a frequency, and the number of transfers, end date or no end date. You can enter a personalized message to be delivered via email once your transfer is complete. Click Save Transfer, review the transfer details on the verification screen then click Confirm Transfer.

Question 36

How much account information can I view at once?

Accepted Answer

The system will automatically show the current month's transactions and information. You can obtain additional transactions by changing the date range.

Question 37

How do I set up a payment reminder?

Accepted Answer

Locate the payee and select Options. Select the Next Due Reminder tab. Tell us the frequency you make the payment and the next due date. Click the Save button. When you login, we will display the number of days until your next due date.

Question 38

When can I start using online bill pay?

Accepted Answer

You may begin using online bill pay immediately after registration.

Question 39

How do I add new payees?

Accepted Answer

To add a new payee, type the name of the payee in the “Need to pay someone new?” entry box near the top right of the screen. As you type, we will try to match what you are typing to one of our known payees. If you see the payee in the drop down list, click the name and the click the Add button. If you do not see the name in the drop down, don’t worry; just complete typing the name of your payee and click the Add button. We will then ask you for some information about your payee: Account Number – this is your account number with the payee. Enter the account number as it appears on your bill. When making a payment to a person and not a business, you may not have an account number to provide. If this is the case, it is okay to leave the account number field blank. Payee Address – this is the address where you send your payment. ZIP code – in some cases, we do not ask for the entire address of your payee, but just for the payee's ZIP code. When prompted to enter a ZIP code, enter the payee’s ZIP code where you send your payments. Don’t be alarmed if we do not ask for an address. This just means we have already made special arrangements directly with the company you are adding regarding how to remit payments to them. In many cases this means we send them a payment electronically, so we do not need an address. In other cases, companies ask us to send payments to an address that may be different from the address that appears on your bill. While adding your payee, you can also give it a nickname to make it easy for you to identify. When your payee is added, it will display at the top of your payee list. The next time you come back to the screen, your payees will display in alphabetical order.

Question 40

How do I schedule a payment?

Accepted Answer

Tell us the day you want us to send your payment. Choose any day that is not a weekend or a holiday. Use our calendar widget when scheduling payments to assist in understanding which days can be selected, and when a payment will be delivered by based on the send date you choose. Tell us the amount you want to pay. Click Pay.

Question 41

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

Accepted Answer

A payment may be edited or deleted anytime before the process date. Payments that have been remitted electronically cannot be stopped. If your payment is sent by check and has not been cashed, a stop payment can be placed for a fee of $25.00.

Question 42

What are payment memos?

Accepted Answer

When scheduling a payment, you can add a memo by clicking on the Memo link prior to clicking the Pay button. If we send the payment by check, we will include this memo on the check. We will always print your name and account number on a check whether you provide a memo or not. If we send your payment electronically, any memo you input will not be included in the payment instructions.

Question 43

How do I unhide a payee?

Accepted Answer

To unhide a hidden payee, locate and click on the hidden payee indicator near the top of the screen. A list of your hidden payees will be displayed. Click the Show button and your payee will be added to your payee list.

Question 44

Is it possible to schedule recurring payments?

Accepted Answer

Yes. You can schedule weekly, semi-monthly and monthly recurring payments. The final payment of a recurring payment scheme is designated by a 'Final Payment Date'.

Question 45

Are all debits and credits sent out at the same time?

Accepted Answer

Yes, they are all sent out at the same time.

Question 46

Will I receive emails regarding my payments?

Accepted Answer

To keep you informed, we send several types of email notifications based on various triggers. We will let you know the following: When we make a payment on your behalf, if there was a problem making one of your payments, if we receive an e-bill from one of your payees, and when payees have been added to your profile.

Question 47

Can I pay my bills on the weekend?

Accepted Answer

You can set up your payments during the weekend. However, the system will prohibit you from scheduling a single payment and the first of a recurring payment on the same weekend. This is because payments scheduled for the weekend are always processed on the next business day. Therefore, when scheduling payments on a weekend, the first day for which you can schedule payments (single or recurring) is the first business day following the weekend. Generally, single or recurring payments that fall on a Saturday, Sunday or holiday are processed on the next business day and are debited from your account within two business days. If a holiday falls on either a Friday or Monday, the debit will occur within three days.

Question 48

What is an e-bill?

Accepted Answer

Simply put, an e-bill is an electronic copy of your paper bill that you can view anytime from within online bill pay.

Question 49

How do I set up a Standard Automatic Payment?

Accepted Answer

Locate the payee you want to pay automatically and click the Options button. From the Options window select the Automatic Payment Tab. If an e-bill is available for your payee, you will be given the option to make payments based on your e-bill. You would need to select the ‘Don’t use my bill information’ option. If an e-bill is not available, you will be presented with the standard automatic payment options. You will be prompted to provide the funding account from where to make the payment (checking), the payment amount, frequency of payments, first payment date and number of payments. Click Save.

Question 50

When is bill pay available?

Accepted Answer

You can schedule payments 24 hours a day, seven days a week.

Question 51

How do I cancel a scheduled payment?

Accepted Answer

You can cancel a scheduled payment up until the time we begin to process it for payment. To cancel a payment: Locate the payment in the Scheduled Payments section of the Receipt area and click its corresponding cancel icon.

Question 52

When I add a new payee to bill pay or change my account number, how quickly will the change take place?

Accepted Answer

When you update the information for bill pay, the changes are implemented virtually instantaneously.

Question 53

Can online bill payment be used when I am out of the country?

Accepted Answer

Online bill pay provides you with peace of mind when you are traveling for an extended period of time. All you need is access to the internet with a secure browser and you can pay your bills while out of the country. Payees must be located within the 50 United States and Territories.

Question 54

What if I want to stop receiving e-bills?

Accepted Answer

If for some reason you would like to stop receiving an e-bill for you payee, canceling enrollment is simple. Locate the payee in your list and click its Options button. The Options window will open directly to the e-bill tab. Click on the stop receiving electronic bill link.

Question 55

How can I hide or delete a payee I am no longer paying?

Accepted Answer

Locate the payee name and click the Options button. Click the Hide or Delete link located at the bottom of the navigation tabs within the Options Window.

Question 56

How do I register for online bill pay?

Accepted Answer

The first time you attempt to access the bill pay section of online banking, you will be prompted to begin online registration. You are first requested to read and accept the authorization disclosure. Failure to accept the disclosure terms prevents the registration process from proceeding. Once the disclosure is agreed to, complete the online registration form.

Question 57

How is my account debited?

Accepted Answer

Your account is debited via Automated Clearing House (ACH).

Question 58

How do I turn off an automatic payment?

Accepted Answer

Locate the Payee, select options and click the Automatic Payment tab. Click Turn Off located at the top right hand corner of the Automatic Payments box.

Question 59

Can online bill pay be used when I am out of the country?

Accepted Answer

Yes. If you have already scheduled one-time or recurring payments, they will be processed as usual while you're away. If you need to schedule a bill payment while you're out of the country, find internet access, log into online banking and then online bill pay, and schedule your payment.

Question 60

How do I review my payment history?

Accepted Answer

Payment history can be viewed from several locations. On the right hand side of the main payments page in the “Receipt Area” we display all of your upcoming scheduled payments as well as your last 10 payments that have completed within the last 90 days. You can execute a more detailed history search from the “Search Payment History” box at the top the Receipt Area, or click on the “View all payments” link to go to the History page, where you can search for past and future payments and e-bills, as well as sort, download, or print the information.

Question 61

What is an automatic payment?

Accepted Answer

Set up an automatic payment and we will automatically schedule and send out your payments based on your specific instructions. We will notify you each time a payment is scheduled, and you can always edit or cancel your payments at any time. There are two types of automatic payments: Standard Automatic Payments – simply tell us how much to send and how often, and we will take care of the rest. Automatic Payment Based on E-Bills – if you receive an e-bill from your payee, we can automatically set up a payment once your bill arrives. You have many options when making payments based on an e-bill such as “pay only the minimum due” or “pay total balance of bill.” You can even create custom rules to tell us how to pay your bill.

Question 62

Are my online bill pay transactions reflected as online banking transactions?

Accepted Answer

All online bill pay transactions become part of the online banking transaction history and show up in personal financial management applications when the transaction history is downloaded.

Question 63

How do I edit a scheduled payment?

Accepted Answer

You can edit any scheduled payment up until the time we begin to process it for payment. To edit a scheduled payment: Locate the payment in the Scheduled Payments section of the Receipt area and click its corresponding Edit icon. A pop-up will display allowing you to change the payment’s: Send-on date (Use the calendar widget to help determine available dates), Payment Amount, Funding account from which you are paying (if you have more than one), Payment category, Payment memo, -dd or edit a personal note to your payment, Click “Save Changes.”

Question 64

Can I receive an annual summary of my bill payments sorted by category or payee?

Accepted Answer