Q: What services are available through Online Statements?
A: Signing up for Online Statements will help reduce the amount of paper mail you receive from the Credit Union, as well as give you immediate access to information via emails and online. Examples of the services include:
eNotices: eNotices will allow us to electronically send NSF notices, certificate maturity notices, loan notices, etc. to you as soon as they are available.
Marketing: You can view our newsletters, statement inserts, and marketing messages under the statements link.
Design: The Online Statement design looks exactly like our printed statements and can be printed and saved for your convenience.
Q: How do I sign up for Online Statements?
A: It is a quick and easy process! Online Statement registration must be completed through online banking. Simply log into your account through online banking. Once logged in, click on the “Statements” tab at the top and then “settings”. The statements page will open in a new browser window.
Q: How soon after registering can I view my statement and/or notice online?
A: Immediately! You will have access to up to 24 months of statements online as well as any current notices as soon as you register.
Q: What if I have more than one account with OneAZ Credit Union?
A: Although you may be able to view the account summary and history information for all of your accounts when you log into online banking, you will only be able to view the statements for the account that you are logged into. Each account would need to be logged into separately to set up and view Online Statements and eNotices.
For example: If you have account A as a personal account and account B as a joint account, you can log into Account A and you may be able to see balances for both accounts A and B. However, when you click on “statements”, you will only see statements for account A. To see Account B statements, you would need to log out of Account A, and log in using the online banking user id and password for Account B.
Q: Can I have online statements and still have printed statements mailed to me?
A: No. If you are signed up for online statements, you will no longer receive a printed statement in the mail. If you decide to “unregister” for online statements, you will still be able to view any previous online statements and notices online, but any new ones that are generated will be mailed to you.
Q: Who do I contact if I am having problems accessing my online statements and/or notices?
A: You can chat with us live during business hours or send us a question using Secure Email anytime by logging into your account, clicking on the "Support" link in the upper right hand corner of the page, and then on “Secure Email and FAQ's”. If you would rather talk with a friendly Member Care Center Representative, we are available Monday through Friday from 8AM to 6PM Arizona time by calling:
Local (from within Maricopa County): 602-467-4081
Toll-Free (outside Maricopa County): 1.844.ONE.AZCU (1.844.663.2928).
Q: Can a Credit Union employee sign me up for Online Statements?
A: No, if you would like to visit a branch or give us a call, an associate can assist you with the steps for signing up, but you must log in and complete the steps yourself. You must review and accept the disclosure to sign up, therefore a CU associate cannot do this for you.
Q: If I sign up for Online Statements how do I know I was successful and am enrolled?
A: As soon as you register, you will receive an email confirmation. You will also be able to view the statements online immediately. If you are not registered, when you click on the “statements” tab you will see the registration form instead of the statements. You can also confirm your enrollment by clicking on “Settings" within the statements page to verify if you are enrolled in the service.
Q: If I decide I want to get printed statements mailed to me again, how can I unsubscribe from Online Statements?
A: You can unsubscribe by simply logging into online banking, clicking on the "Statements" tab and then clicking on the “Settings" link at the bottom of the online statements page. In the new window that will open, checkmark the box underneath the "Discontinue" column and click "Submit".
Alternatively, you can call the Member Care Center Monday through Friday from 8AM to 6PM Arizona time at:
Local (from within Maricopa County): 602.467.4081
Toll-Free (outside Maricopa County): 1.844.ONE.AZCU (1.844.663.2928).
Q: How many months of statements are available online?
A: The prior 24 months will be available, or as long as your account has been opened, whichever is less.
Q: Will I get an email when my statement is ready to view?
A: Yes, an email will be sent to the email address on file within online banking when a notice or statement is available for viewing.
Q: Why am I not receiving my email notifications?
A: There could be a couple of reasons why you are not receiving your notifications. First please check your spam folder as your email provider may be ‘blocking” the email from your inbox. If that is not the issue, please verify the email address we have on file is correct. You can do that by logging into your online banking account, click on "My Settings" in the upper right hand corner of the page. Once there, select the "Update" link next to your existing email address. If the email address is correct, please contact us via secure email from within online banking or call us during business hours at 602-467-4081 or outside Maricopa County 844.ONE.AZCU (844.663.2928) for further assistance.
Q: What is the “cut-off” for signing up for Online Statements to “avoid” getting a print statement for that month?
A: The Online Statement process is run on the last business day of the month. If you register for online statements after the monthly process is run on that day, you will have immediate access to online statements. However, you may still receive a print statement for that current month, but you should not get one for the next month.
Q: Do I need any special software to use the eStatement service?
A: If you have Adobe Acrobat Reader on your computer, you're all set. If you do not have Adobe Acrobat Reader, you can click here for your free download.
Q: Does it matter what browser I use to access the web site?
A: Microsoft Internet Explorer version 11 or higher is the preferred browser for accessing this application. Mozilla Firefox, Google Chrome and Safari are also browsers that can be used to access the OneAZ web site.
Q: Can I use the eStatement program through Web TV?
A: The Web TV service does not enable access to eStatements.
Q: Can I print my statement out?
A: You can print your statements, and you can also save them to your hard drive, diskette, or CD.
Q: What do I do if my email address changes?
A: Simply log into your online banking account, click on "My Settings" in the upper right hand corner of the page, and then select the "Update" link next to your existing email address. Type your correct email address into this field and click the button that reads “Change E-mail Address”.
Q: I got an error message while trying to view an eStatement. It says "There was an error processing a page. A font contains a bad CMap/Encoding". What does this mean?
A: You are using an old version of Adobe Acrobat Reader, and need to upgrade to version 7 or higher. Adobe recommends that you first uninstall any older version of Acrobat Reader prior to installing the updated version. Once this has been done you should be able to view your eStatements with no problems. Click here to get the latest version.
Q: What do I do if I'm having trouble viewing my statement?
A: Recent changes to your operating system software such as upgrades, downloads, and/or system enhancements can affect your PC's ability to connect with secure sites, including our eStatement site.
We recommend trying the following steps:
- Verify that you are current on all Windows Updates. From the Start menu, click on Windows Update, and download recommended updates and patches, then shut down and restart the computer.
- Un-install and re-install Adobe Acrobat Reader. http://www.adobe.com/products/acrobat/readstep2.html
- Ensure that you are using the most up to date version of your browser.
- For Google Chrome, Mozilla Firefox, Internet Explorer and Safari: https://helpx.adobe.com/acrobat/kb/cant-view-pdf-web.html
- Other browsers are not supported for this application.
- Some pop-up blocker and firewall programs may prevent access to eStatements. If you utilize these types of applications, you may need to disable certain features of the programs in order to access your eStatements.