Browse this collection of FAQs to find more information about select topics.
Can't find what you're looking for? Call us at 800.966.8200.
Learn more about Direct Financial’s digital banking services.
Read the NEFCUOnline General Questions FAQs
There is no charge to access your accounts, perform inquiries, transfer funds, etc. Our optional BillPay service is free for consumers but business members will be charged a fee of $6.00 per month. Please refer to our Pricing Schedule for any other charges that may apply to your account.
Go to the directfinancial.com homepage and click "Sign Up" at the bottom of the NEFCUOnline login box. Simply complete the registration form and follow the online prompts to get started.
If you are using the NEFCU Mobile App, this option is also available on the login screen.
In addition to Internet access and a valid email address, the minimum computer hardware and software requirements to participate in NEFCUOnline are:
The information you see is the same information in the computer system at the time of your request. Most transactions you do through NEFCUOnline are effective immediately. For example, if you transferred money from a Share to Share Draft, the funds are immediately available. During times when the Credit Union is closed, some transaction details will not be immediately available. Those details will be updated at the start of the next business day.
Read the NEFCUOnline Account Access FAQs
Your Credit Union has taken many steps to ensure the security of NEFCUOnline. We provide system and transaction security through strong authentication, encryption and digital certification software. Access to your account via NEFCUOnline is only allowed through the devices you have designated to have access to your account. You will be required to use your username and a valid password to access the system. For your protection, your credit union recommends that you memorize your password and do not write it down (just like an ATM PIN). You should never give your password to anyone or let anyone see you enter your password when you are logging in to NEFCUOnline. In addition, you should change your password periodically and do not use easily identified passwords such as birth dates, years, etc. To better protect you, you will have only a limited number of tries to input the password correctly. If you accidentally become locked out of NEFCUOnline, you will need to call Direct Financial at 800.966.8200 or stop in to one of our branches for assistance.
With Shared Access, you can grant access to designated individuals. As the account holder, you determine which accounts your subuser(s) should see and you choose whether you want them to have “View Only” access or whether you want them to perform certain types of transactions such as internal transfers and bill payments. If you opt to grant access to BillPay, you must set a per transaction limit. Any transactions submitted by a subuser that exceed this limit will require your approval before they process.
To get started, click on “Additional Services” and select “Share Access with Others” from the dropdown menu. This link will take you to the page where you can add subusers, manage their permissions, or revoke access at any time. If you have any pending transaction to approve, they will also be displayed at the top of this page.
Your information is kept strictly confidential. NEFCUOnline requires a combination of the correct username and corresponding password to access any confidential information. Plus, login is only allowed from the device(s) that you have designated to have access to your account. Unless you share your login information with others and give them physical access to your devices or you opt to grant access to another user through the Shared Access (entitlements) feature, no one but you will be able to access your account information through NEFCUOnline or over the Internet.
Transaction data that appears in NEFCUOnline is refreshed each time NEFCUOnline is loaded. Consequently, there is no account data storage outside the Credit Union with NEFCUOnline.
Turbo Tax and FinanceWorks data is stored within Digital Insight systems. Digital Insight systems are secured with encryption, perimeter and internal firewalls, screening and filtering routers, intrusion detection, strict authentication, virus protection, and application security. Digital Insight network architecture is structured so servers that store member information are not directly connected to the Internet.
Additionally, Digital Insight employs policies and procedures to ensure the highest level of security throughout their organization including physical controls such as retina eye scan authentication for access to their data centers, administrative controls such as clear personnel policies and background checks, and a team of security specialists who provide 24/7 support. In addition, Ernst & Young performs an SSAE 16 Audit (the latest AICPA standard) of Digital Insight's service controls, and measures their effectiveness. This assessment includes physical facilities as well as Internet operations.
As always, some Credit Union employees have access to member financial data by virtue of their role at the Credit Union. However, that access is governed by internal policies and by several layers of security safeguards. In addition, the Credit Union's security is examined annually by external auditors and by the National Credit Union Administration (NCUA).
Read the NEFCUOnline Login and Security FAQs
Our login and security procedures protect against online fraud by providing an additional security step beyond your username and password through the use of a one-time access code. You will be prompted to provide up to two phone numbers that can be used to receive access codes via text and/or automated voice message. (If you are unable to receive a code by phone, you can also opt to have the code delivered by email.) Whenever you use an unregistered computer, you’ll be prompted to choose how you want the access code to be sent from any of your previously established options. Access codes are temporary and must be used within 10 minutes or you’ll need to request a new one. When the access code is entered successfully, we’ll be able to confirm your identity and give you immediate access to NEFCUOnline.
After you have verified your identity by correctly entering a one-time access code, you’ll be presented with the option to register the computer. If you are using a trusted device, you can select “Yes, Register this computer.” With a registered device, only a username and password will be required to login securely in the future. If you select “No, This is a public computer,” you will continue to receive the one-time access code challenge on that computer as an additional line of defense to prevent unauthorized access.
In order to access NEFCUOnline from a public computer, you will need to have a mobile device that is capable of receiving a one-time access code via text, automated voice call or email.
You can update your login and security options, including username, password and security contacts, by going to NEFCUOnline and clicking on “My Settings” in the upper right hand corner.
If you are using the NEFCU Mobile App, this information can be updated by clicking on More > Settings > My Settings.
During the registration process, you will be prompted to create a username. After that, you can update or edit all your security settings, including username, password and security contacts, by going to NEFCUOnline and clicking on “My Settings” in the upper right hand corner. If you are using the NEFCU Mobile App, this information can be updated by clicking on More > Settings > My Settings.
All new usernames must meet the following criteria:
During the registration process, you will be prompted to create a password. After that, you can update or edit all your security settings, including username, password and security contacts, by going to NEFCUOnline and clicking on "My Settings" in the upper right hand corner. If you are using the NEFCU Mobile App, this information can be updated by clicking on More > Settings > My Settings.
All new passwords must meet the following criteria:
If you forget your password, you can reset it by using “Forgot Login.” This feature is available within the NEFCUOnline login box on www.directfinancial.com and on the NEFCU Mobile App. Follow the online instructions to confirm your identity and reset your password.
To better protect you, you will have only a limited number of tries to input your password correctly. If your access is temporarily suspended due to too many invalid attempts, you can reset your password by using “Forgot Login.” This feature is available within the NEFCUOnline login box on www.directfinancial.com and on the NEFCU Mobile App. For further assistance, call Direct Financial at 800.966.8200.
Read the NEFCUOnline Transfers FAQs
As a joint owner, you can make internal transfers to and from Direct Financial accounts. However, to use our money movement services (External Funds Transfer and Zelle®) you must be listed as the primary account holder for the account to display as an option.
With intra-institution transfers, you can use NEFCUOnline to conveniently and securely transfer money to another member.
To get started, just go to Move Money > Send Money to a Member or click on any of the Add Recipient links within the Move Money transfer screens. To establish a connection, your recipient needs to be a Direct Financial member and have a checking or savings account with us. You will then be prompted to provide the following account information (all fields are required):
Once a recipient has been saved successfully, you can proceed with making the transfer. Currently, only one-time transfers are supported. In subsequent online banking sessions, you will always find the previously added recipient in the To account dropdown on the Move Money transfer screen.
There is no limit on how many recipients can be added. You can also remove a recipient at any time by going to Move Money > Manage Transfer Destinations.
Alternatively, transfers to other members can still be done on Accountline or through Direct Financial Contact Center. You can also use our Zelle® service to electronically transfer funds to another Direct Financial member or another person with any U.S. bank account.
With External Funds Transfer, you can move money between your Direct Financial accounts and accounts you own at other financial institutions. Go to Move Money > External Funds Transfer to get started.
To make a Principal Only Payment, go to Move Money > Make a transfer. Select the accounts that you want to transfer to and from and then enter the amount. In the dropdown menu for type of payment, choose “pay to principal.” To complete this transaction, click “Make transfer.”
You can transfer to Share, Share Draft, Credit Card, Mortgage, Future Saver and Loan accounts in which you are primary or joint. The dropdown list of accounts will include those accounts to which you can make transfers.
You can transfer from Share, Share Draft and Line of Credit accounts in which you are primary or joint. The dropdown list of accounts will include those accounts from which you can make transfers. Accounts with no available balance will not show.
Read the NEFCUOnline Scheduled Transfers FAQs
To view scheduled transfers initiated on NEFCUOnline, go to Move Money > View Scheduled Transfers. To modify these transactions, you will need to call Direct Financial at 800.966.8200 for assistance.
Through NEFCUOnline, you are not able to edit or delete a scheduled transfer. To modify these transactions, you will need to call Direct Financial at 800.966.8200 for assistance.
To cancel a scheduled transfer on NEFCUOnline, go to Move Money> View Scheduled Transfers and click "Cancel". A message will display and you'll need to confirm that you want this transfer to be cancelled by clicking "Yes".
If you have a scheduled transfer or autopay that was set up by Direct Financial, you will need to call Direct Financial at 800.966.8200 for assistance with deleting these transactions.
To edit a scheduled transfer on NEFCUOnline, go to Move Money> View Scheduled Transfers and click "Edit". Make your changes and then click “Schedule transfer”.
If you have a scheduled transfer or autopay that was set up by Direct Financial, you will need to call Direct Financial at 800.966.8200 for assistance with edits to these transactions.
You can set up scheduled transfers to pay your Visa. If you also have autopay set up for Visa, the scheduled transfer will affect the autopay as follows: If you are set up to pay Ending Balance on Statement, and you make a scheduled transfer to pay the previous month's balance prior to the time autopay occurs (two days before the due date), no autopay payment will be deducted. If the scheduled transfer is made after autopay is run, you will have paid the balance twice. If you are set up to pay Minimum Payment Due, and you make a scheduled transfer prior to the time autopay occurs (two days before the due date), the amount of your transfer will be deducted from the autopay amount. (Example - minimum payment is $75, you schedule a transfer of $50 prior to the time autopay occurs, then autopay will only deduct $25.) If you are set up to pay a Fixed Amount, and you make a scheduled transfer which is less than the full balance on the card prior to the time autopay occurs (two days before the due date), autopay will occur and deduct the full fixed autopay. (Example - you schedule a transfer of $250, your autopay is set for $500. If your balance is greater than $250, the full payment of $500 will still be deducted by autopay).Note: Autopay allows special options, such as always paying the minimum, or always paying the full balance. If you wish to set up autopay for Visa, call Direct Financial at 800.966.8200 for assistance.
Through NEFCUOnline, you are not able to edit or delete a payment to a loan that the Credit Union has scheduled on your behalf. To modify these transactions, you will need to call Direct Financial at 800.966.8200 for assistance.
If your transfer fails, you will receive an email notification.
If you do not have overdraft protection or courtesy pay, scheduled transfers set up on NEFCUOnline will not be processed if the full amount of the funds is not available. You will receive an email notification that your transfer failed. If additional transfers are still scheduled, they will be processed as planned if the funds are available.
If you have overdraft protection or courtesy pay, scheduled transfers set up on NEFCUOnline will still be processed even if the full amount of the funds is not available. Any applicable fees will also be applied.
Looking for answers to your BillPay questions?
If you have a question or have run into an issue with BillPay, please use this section for answers and solutions. Within BillPay, there are also Help menus available (including Read FAQs and Get Help). If you don’t find your answer here, please contact us with your BillPay questions.
Read the BillPay FAQs
BillPay is free for consumers. Business members will be charged a fee of $6.00 per month. Please refer to our Pricing Schedule for other charges that may apply to your account.
To cancel BillPay, call Direct Financial at 800.966.8200 for assistance.
You will need to have a Direct Financial Share Draft (checking) account and you will need to be a NEFCUOnline user. To set up a payment, you will need to know your payee name, their payment address and telephone number, your account number (if applicable), and payment amount. That's it!
A convenience fee of $4.95 for electronic payments and $24.95 for overnight checks will be applied when an expedited payment request is submitted. The convenience fee will be debited from the same funding account the payment was made from as a separate transaction.
Login to NEFCUOnline and select the "BillPay" link in the main navigation. Click on the button to enroll and then follow the online instructions to complete the registration form.
You may add, edit or cancel a bill payment up until 4:00 pm Eastern Time on the scheduled “Send On” date. To make an expedited payment, expand the “Options” for your payee and then choose "Expedited Payment" from the menu. Once an expedited payment is submitted, it cannot be edited or canceled. (Note: Be sure to check the "Deliver by" date to verify when your payment will be received.)
You can pay almost any individual or company in the United States. Payments to payees outside of the United States are prohibited and may not be issued under any circumstances. In addition, the following payments are discouraged, but may be scheduled at your own risk:
We will not notify you if you attempt to make any of these payments and we will not be liable if we do not make a prohibited or discouraged payment that you've scheduled.
Read the Money Management FAQs
From online banking, you can access it by going to Manage Money > Money Management. If you are using the NEFCU Mobile App, you’ll find it under the More tab on iOS devices and in the menu on Android.
To use Money Management, you do not need to download or install any special software. Money Management has been seamlessly integrated with NEFCUOnline, including the NEFCU Mobile App.
In addition to aggregating directly from other financial institutions, you can also add manual transactions.
Read the Mobile Banking FAQs
Search for “NEFCU Mobile App” in the App Store or Google Play and then follow the instructions to install the application on your device.
If you are registered for NEFCUOnline, no additional registration is required. You will simply need your username and password to login to your accounts.
Read the Visa Online Access Information FAQs
You can download your transactions from the Current Activity page or the Statements page. Using the "Select Format…" drop down box, choose Quicken, CSV, Excel, or OFX and then click "Download."
Visa Online Access is available on the NEFCU Mobile App.
Visa Online Access is provided free of charge by Direct Financial, a division of New England Federal Credit Union.
Read the General Visa Card Information FAQs
If you would like to increase your credit limit, please call 866-80-LOANS (866-805-6267) to request an increase.
Most times Direct Financial can add an authorized user or joint cardholder. To request the necessary forms, please contact us at 800.966.8200.
This amount is the monthly minimum you must pay to keep your account in good standing. This minimum amount is clearly stated on each statement and is equal to an amount decided upon by Direct Financial. Generally, the minimum amount calculation is made available in your Card Agreement, Welcome Letter, or it can be obtained by contacting us at 800.966.8200.
Read the Activation and Use FAQs
When you receive your card, please call the number provided on the activation label on the card. If you have any issues activating your card, please call 800.966.8200. It is always best to call from your home phone.
If you do not recognize a charge, please follow these four steps:
If you have any questions, please contact us at 800.966.8200.
If you do not recognize a charge or feel you were billed an incorrect amount, please follow these three steps:
A PIN mailer was sent separately when we mailed your new card, but you may request a copy of the PIN (for use at an ATM) by contacting us at 800.966.8200.
You may use your card for a cash advance at Direct Financial, any ATM with the Visa logo or any financial institution where Visa cash advances are offered. Please note that cash advances start to accrue interest immediately and, if in a Rewards Program, do not earn points.
Your card will work in most countries. Due to fraud trends, we may restrict transactions in certain countries, which we list on our website. We do strongly recommend that you call us at 800.966.8200 prior to your departure as a fraud protection measure.
If you have questions regarding your statement, or if you feel there is an error, please contact us at 800.966.8200.
Call us at 800.966.8200 immediately to report your lost/stolen card. We are available 24 hours a day, 7 days a week, 365 days a year to block your card as quickly as possible.
Our customer service team will block the card, limiting unauthorized use. To better assist us in protecting your account, please let us know where your card was lost/stolen and the last authorized transaction on the card.
Read the Authorizations FAQs
Read the Making a Payment FAQs
You can set up a payment from another financial institution (or Direct Financial) by entering your checking or savings account information on the Make a Payment page in Visa Online Access.
You can schedule a one-time payment in advance by choosing a specific payment date on the Make a Payment page in Visa Online Access. Or, if you prefer, you can also go to the Automatic Payments page and set up a recurring payment based on criteria that you've established.
If you prefer to mail your credit card payment, please send to: NEFCU – Visa Payments, PO Box 37035, Boone, IA 50037-0035.
Payments from a Direct Financial account can be done as a transfer in NEFCUOnline (which will post within one business day). You can also schedule a payment on the Make a Payment page in Visa Online Access.
Read the Rewards/Points FAQs
You cannot redeem Visa points online. To redeem your points, please contact us at 800.966.8200.
Direct Financial offers a Visa Explorer Rewards Program, which earns 1% cash back on every purchase. To receive specific information as it relates to your card, please contact us at 800.966.8200.
Read the Troubleshooting Visa Online Access FAQs
Depending on your security settings, some of our online services may require you to add a few URLs to your web browser's trusted site list. For optimum performance, please make sure that your browser includes the following:
(Note: The * acts as a wildcard, thereby trusting any site with nefcu.com or mycardinfo.com in the web address.)
Changes to your browser security should only be made to the “Trusted sites” zone, not the “Internet” or “Local intranet” zones. Depending on the type of web browser and version you are using, the steps for adding a trusted site will vary. If you need support, please refer to your browser’s documentation for help with the configuration of your security settings. You can also refer to the Online Help Index for more information about browser security.
Read the NEFCU Credit Card Control FAQs
Created specifically for NEFCU, VISA® has designed the NEFCU Credit Card Manager, an App that allows members to control their credit card’s status. Members can use their mobile device to turn their credit card on or off, establish transaction spending limits, block geographic regions as well as merchant categories, and establish a variety of alerts. NEFCU Credit Card Manager also can be used to pay limited merchants with an Android mobile device.
No, you can log in to the App with your existing credentials. You will need to go to the menu drawer, settings, manage phone number and edit the existing phone number with the new phone number.
1. Find the card on the card carousel2. Tap on the card to reactivate3. Will receive a message in the app that the card has been reactivated.
The NEFCU Credit Card Manager works on most popular mobile phones - if your mobile phone has a camera or games installed it should support Visa Digital App. To be compatible your mobile phone must:
The security of the App is at the heart of our services. The App can only be accessed from your mobile phone using your username and password or fingerprint authentication. We regularly test, update and validate our security model to ensure we maintain a banking grade level of security. We also use recognized and independent security experts to validate the security of the App.
Go to Direct Financials's website and choose the link for the App, then choose the link that is appropriate to your mobile device type:
You can manage your alerts, including how you want to receive your alerts, within your application on your mobile phone or in the Alerts feature in the application or from the website.
Direct Financial offers a wide range of Alerts that help you stay in control of your finances and keep your account safe from overdrafts and fraud. You can configure to receive alerts via text, e-mail, or push alerts* on your mobile device.
*Note: Push Alerts are only available to users that have an Android OS 3.0 or higher, iPhone OS 6.0 and have downloaded the mobile application.
Direct Financial does not charge a fee. Depending on your mobile plan, you may also incur data or SMS fees from your mobile carrier.
If you do not change your mobile phone number and mobile device when you switch to a participating wireless carrier service, your service will work without interruption. If you do change your mobile device but not your phone number:
Yes, but the call charges are likely to be significantly greater than if you were to use the service in the US. You will also need to ensure that your mobile phone allows, “international roaming”- you can request the information on charge rates and international roaming from your mobile carrier.
Must be 7-32 Alphanumeric with at least on numeric value. The password cannot be ascending or descending sequence (123456789, 987654321) and 1 digit cannot make up over half the password.
If your account has been locked because of too many password tries, please wait for 60 minutes and try again.
The verification code inside the forgot password email is only active for 30 minutes. If you try to use it after that time, you will receive an error message. You will need to go through forgot-password process again to request another forgot-password email. The cardholder can only do this 4 times within 24 hours.
You do not. You can use the App regardless if you are using NEFCUOnline.
For security reasons we cannot reveal reasons why a card has failed verification. You should check all of the card and related information to your account carefully or contact Direct Financial directly if your card has failed verification.
If the application will not load on your phone, check your settings to make sure that your mobile device meets the minimum requirements to run the application or change your device settings to allow the downloading of applications. Minimum Requirements.
Once you have registered and downloaded the application onto your mobile phone you will normally find the service in your applications, games menu, or in an icon that is placed on your screen.
1. Confirm the device is set to accept text messages.
2. If yes, is the service provider blocking your text messages for any reason.
The iPhone and Android apps will run on your tablet counterparts; however, they are not optimized for viewing on those devices.
Upgrades are automatically handled by the app store. If there is a new version out, your app store will show the new version and you can download the latest version through the store.
The application can be downloaded again at any time from the iTunes App Store, Google Play, or by going back to the Direct Financial website and choosing the appropriate mobile app.
Yes, for security purposes after 8 minutes of inactivity, the session will expire and you will need to log in again.
If you get an error when you try to use the App there may be a problem with your phone settings.
Yes, you can use up to 10 mobile devices to access your accounts.
If you entered an incorrect email address during enrollment, you'll need to go through the Create Account process again using the correct email address.
The verification codes that are sent via email are only valid for 30 minutes. If you are outside the 30 minutes, you must resend the verification code via the App.
Read the SecurLOCK Equip FAQs
SecurLOCK Equip is a new mobile app that allows you to control how, when and where your debit and/or credit cards are used. It is a simple and secure way to manage and monitor your payment transaction activity. SecurLOCK Equip can help keep your payment cards safe and provide instant notifications whenever your card is used.
SecurLOCK Equip requires you have a debit card account issued by Direct Financial. You will also need an Apple or Android smartphone. After downloading the app you will be instructed to enter your full account number then other authentication information. Once registered you can begin using the app immediately.
It is simple. If you have an iPhone just download the app from the Apple store. If you have an Android phone you download the app from the Google Play store. Once the app has successfully downloaded to your smartphone you can begin to register your cards.
Not at this time.
The app requires a password to access the app. Also, there is no personal information stored on the smartphone. The app only displays the last four digits of your card number.
Detailed information can be found throughout the app. Help can be found at the bottom of the login page and listed in the menu. On specific pages such as the My Location page tipping the "i " next to My Regions will open a window with detailed information on how the control works.
Press the icon that has three stacked lines to reach the menu. This icon is usually found in the top right corner.
To select the card(s) you wish to manage, go to Settings and choose Manage Cards. Then uncheck the card or cards you don't want to manage. Once a card is unmanaged, controls and alerts cannot be set for that card.
Some merchants send pre-authorizations at higher amounts to test cards' validity. For example, a $25 gas purchase might display as $126. Pre-authorizations are common at the pump, for a hotel stay, or for a car rental. Even though the charge is listed in the app for more, it will clear your account for the correct amount.
The last 50 transactions will display in the app for thirty calendar days.
There is a "Help" function within the app as well as a "Contact Us" category where you can send an email to Direct Financial. If a phone number is listed, feel free to call.
You will have to add the new account to the app. This can be done by going to Manage Account and adding the card. Be sure to "unmanage’ the old card.
Just download the app to your new smartphone and login with your current user id and password. You can then set your controls and alert preferences.
Only the primary device will receive alerts. Use the settings menu in the app to set your device as primary.
Alert preferences let you know every time a card transaction is attempted. You can be alerted for all or preferred transactions. Preferred alerts are also available by location, transaction type, merchant type, and threshold amount.
In the app go to Transactions, find the one that was denied and open it, tap the image so it rotates, and the control(s) that were evoked during the authorization will be listed near the bottom. The transaction could also be declined because of external factors like non-sufficient funds or fraud monitoring.
Where My Locations and My Region work independently or together neither can be used in conjunction with International.
Yes. Merchant recurring transactions will be approved. Additionally, you can select to receive alerts on recurring transactions as well.
It happens immediately after you set and save the option.
No. Using the card controls does not change the status of your account.
It is an immediate notification sent to the app. You can select to be alerted on all your payment transactions including recurring payments or you can select just preferred transactions. Preferred alerts are available by spend limits, location, transaction type and merchant category.
You can begin using the service immediately. By turning the card off the little green button in the top right corner of the card image will turn to red. This means that all transactions (expect for reoccurring) will be declined. When ready to make a purchase simply turn the card bank on. It is that easy. Now you have the ultimate control to combat fraud.
After you become comfortable with the on/off function you can start selectively setting controls and alters by channel (in-store, online, mobile, ATM, etc.). You can also set transaction spend limits, select geographic locations where the card can be used, set specific merchant categories, view recent transaction history, receive real-time alerts and much more.
Your email address is needed in case you forget your password and need to reset it.
Please use the Contact Us button at the bottom of the landing page and our Contact Center representative will be more than happy to assist you.
Android – version 4.1 or later and Apple (iOS) – device model 4S, 5, 5C, 5S, 6, or 6 Plus with iOS operating system version 6, 7, or 8 and all future device/release going forward.
Your NEFCU debit card and non-Direct Financial credit cards.
Unlimited. But the card(s) must have been issued from Direct Financial.
No. It is provided to you free so you have more control over your card.
Read the Escrow FAQs
Please see Frequently Asked Questions – Escrow Accounts for Taxes and Insurance (pdf). It covers general escrow questions, escrow for homeowners’ insurance and property taxes, and Vermont property tax adjustments.
If you need more information, please call us at 800.966.8200.