Online and Mobile Banking Support

Alerts can be edited at any time in digital banking.

1. Log in
2. Select the account you would like to edit an alert for
3. Click Alert preferences in the menu or Manage alerts in mobile
4. 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.

1. Log in
2. Select the account you would like to edit up an alert for
3. Click Alert preferences in the menu or Manage alerts in mobile
4. Under Alerts
   • Click Edit next the alert you would like to change
   • Click the Trashcan icon or click Remove in mobile

No, BillPay is free for all Trailhead members with Digital Banking and a checking account.

If you have a Trailhead checking account, sign in to Digital Banking and click the Payments link to enroll.

BillPay payments will be pulled from the checking account associated with the member number credentials used for signing in to Online Banking.

To set up a recurring payment, click the “make it recurring” link located in the “Action” column of your payee on the payment page. Enter the amount; select the pay from account and the frequency you want your payments to be automatically scheduled.

Yes, there is a link to “View History” on the Payments page.

If you experience any issues with BillPay, please contact BillPay support by calling 888-246-2172 or using the messaging or live chat features within your BillPay session in Online Banking.

You can pay almost any company or individual in the US, including companies that send you bills, like your electric company, or a person or organization that you owe money to, but don’t necessarily receive a bill from, like your babysitter.

Clicking “add payee” at the top of the payments page will walk you through a one time, step-by-step setup process to gather key information used to send your payments.

1. Log into Online Banking and click on "Manage Payments" from the Payments page.
2. Find the payee you would like to remove click on their name to get Payee Details.
3. Click on “Edit Payee.”
4. Check the box next to “I would like to delete this payee.”

Alternatively, clicking the icon to the left of the payee name will hide the payee from the current view in the payments page. Any scheduled transactions and notifications for this payee will not be affected by hiding the payee.

Yes, you may edit or stop a payment prior to 1:00 PM PST on the date the payment is scheduled to process.

Payments can be submitted at any time, day or night. All payments should be scheduled to process before the actual due date. Payments will not be processed on holidays or weekend and will affect the dates available to select when scheduling payments.

Payments are generally made in 3-7 business days, depending on when the payment is made and the type of payee.

You can log into Online Banking on a personal computer and manage your cards.

If the card is turned off any previously set recurring payments will not take place.

The change takes place immediately.

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.

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 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.

This error is present during the log in process and typically means that your account information does not match our records. Please contact us via phone or chat to confirm we have the correct phone number and username on record.

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 call us at 503.220.2592 for further assistance.

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 call us at 503.220.2592 for assistance unlocking your account.

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 eStatements from the Account Details page in the options menu
• Statements and Taxes will be listed for each year available

An eStatement is an electronic version of your account statements viewable as a PDF through Online Banking. It is an alternative to paper statements sent through postal mail.

Nothing. It is a free service.

You will receive an email letting you know that a new eStatement or tax form is available to view.

Yes, your personal and financial information is protected behind multiple layers of security.

We will discontinue your paper statements when you sign up for eStatements delivery. You can view, save and print your eStatements at any time, and they are legally the same as the paper version we mail to you.

Yes, your eStatement looks the same as your paper statement and is considered an official document.

To switch back to paper statements, log into digital banking.

• Click on any account listed
• Click on Settings
• Click on eStatements
• Uncheck the enroll button and Save

Check images are not available with eStatements, but are available within Online Banking.

You will begin to receive eStatements the month following your enrollment because eStatements are not produced for your account prior to your enrollment.

If you are enrolled in eStatements, your tax forms will also be available electronically, rather than through the mail.

The easiest way to locate your account number is to look at your most recent Trailhead statement. Your account number is in the top right corner on the first page of the statement.

Instant Pay lets you send money to others in seconds directly from your Trailhead account, using the recipient’s email address, mobile phone number, or account and routing number.

Traditional transfers (ACH) can take 1–3 business days. Instant Pay delivers funds within seconds, even on nights, weekends, and holidays.

With Instant Pay, you can send money to:

• Friends and family
• Individuals at other financial institutions
• In some cases, businesses or service providers

Recipients do not need to have an account with us. They can choose where they would like the funds to go:

• Directly to their bank account.
• Onto a debit card.
• Into a digital wallet.

You can choose the easiest option:

• Email address
• Mobile phone number
• Account number and routing number

This works similarly to other P2P services that use email or phone as identifiers.

Once you send a payment, the recipient gets a text or email letting them know funds are available. They can choose where to deposit the money—like their bank account, debit card, or digital wallet. In most cases, the money arrives within seconds.

Transfers happen in real time—usually within seconds. That means your friends or family won’t be left waiting to get paid.

No. Because these payments are processed instantly, they cannot be canceled or reversed once the recipient claims the funds. Think of sending an instant payment just like handing someone cash out of your wallet—once it leaves your hands, it’s gone. Because of this, it is critical that you verify the recipient's information before confirming the transfer.

Protecting your money is all about knowing who you are dealing with. Follow these essential safety rules:

• Only send money to people you know and trust: Never use this service to send money to strangers, online sellers you haven't met in person, or anyone claiming to be from a government agency or utility company.
• Double-check the details: Always verify the recipient’s mobile phone number or email address. A single typo could send your money to the wrong person.
• Beware of "urgent" requests: Scammers often try to create a sense of panic, claiming your utilities will be shut off, or a family member is in trouble. Take a breath and verify the story through a separate trusted channel before sending any funds.
• Trailhead will never ask you to send money to yourself: A common scam involves fraudsters pretending to be fraud department employees asking you to transfer funds to "reverse" a fake charge. We will never ask you to do this.

This service is similar in convenience but:

• It is built into your credit union account
• Funds move directly between bank accounts
• No separate app is required

You can access  digital banking and your account on a desktop, laptop, mobile phone, or other internet-accessible device. Simply log in with your existing online banking credentials to both online and mobile banking. There are two access points:

1. Visit our website and click Log In to get started
2. Download the mobile banking app from the Google Play or Apple Store

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 the 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 to ensure we have the correct phone number on file.

You need to clear your cache in Chrome to remove all cookies. If you need further assistance, please contact us.

You can recover your account by going through the “Forgot Password?” steps.

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

A member service consultant will respond shortly.

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.

The Apple mobile app requires a minimum version of iOS 11. The Android mobile app requires a minimum version of Android 5.0.

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.

Mobile Banking is an app for Apple and Android devices  that allows you to access your accounts via your smart phone or tablet.

Download the Mobile Banking app from Google Play or the App Store. If you already have a username and password for Online Banking, you may log in with those credentials. If not, click “First time user? Enroll now."

For your security your account will time-out after 10 minutes of inactivity.

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.

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

Cookies allow our Online banking website to keep track of whether you have logged in on a particular device or browser. If you have logged in previously, you will not be asked for 2=factor authentication. If you have cookies disabled (or have recently cleared out your browser’s cache) you will be asked to verify 2-factor authentication every time you login.

All payees should sign the back of the check.

Remote Deposit is a simple way to use a mobile device to deposit checks into your account.

Remote Deposit is available through our Mobile Banking app. At this time, it is not available through Online Banking.

When endorsing your checks, please write “For Mobile Deposit Only at Trailhead FCU” below your signature on the back of the check. Checks that do not include “For Mobile Deposit Only at Trailhead FCU” may be rejected.

No. To be eligible, members must have:

• Mobile Banking app
• Membership for at least 30 days
• Current email address in your profile
• Be in good standing

Deposits that do not require review will show up in your account immediately.  You will receive an email notification if your remote deposit requires review by a Trailhead employee prior to receiving credit in your account. If you are not sure if it worked, please check your account transactions in mobile banking and your email (address that is on file with Trailhead) before trying again. The balance of the credit is subject to normal holds (like the ATM).  Pursuant to Reg CC,  not all check deposits will have an immediate availability and may be subject to up to a 10 day hold based on collectability as determined by Trailhead.

Unacceptable deposits include:

• Any item that is stamped with a “non-negotiable” watermark
• Any item that contains evidence of alteration to the information on the check
• Any item issued by a financial institution in a foreign country
• Any item that is incomplete
• Any item that is “stale-dated” or “post dated” (typically 6 months unless otherwise indicated)
• Savings Bonds
• Any third party check, item made payable to someone other than yourself or other authorized signers on the account
• Any item with a restrictive endorsement

If your mobile deposit was declined, there are a few common reasons this can happen. Trailhead Credit Union’s mobile deposit system automatically reviews each check image for accuracy and compliance to protect your account and prevent fraud. Below are the most common causes of rejection.

• The check image isn’t readable
• The check is folded or torn
• The check isn’t signed on the front or on the back
• The check does not include the  “For Mobile Deposit Only at TCU” endorsement on the back
• The check amount doesn’t match what the member entered
• The check meets one of the definitions above as an item that can’t be deposited through mobile deposit.
• The MICR number is altered or illegible

We recommend that you store your original check for 30 days (do NOT write “void” on it) and then destroy it to ensure it is not re-presented for payment.

No, this is a free service.

Passwords must meet the following requirements:

• Must be between 10 and 20 characters in length
• Must contain at least one letter, number, and special character
• Must contain both uppercase and lowercase letters
• Cannot contain the following special characters: . @ : ~ (Period, At, Colon & Tilde)
• Cannot be one of your last 3 passwords

• Set up a strong Online Banking username and password that you do not use anywhere else (e.g. Do not use the same username/password for your email as you do for Online Banking)
• Do not share your password with anyone, including Trailhead staff.
• If you believe any of your devices or accounts have been compromised (Malware, hacking, 3^rd party breach, etc.) change both your username and password on your account.
• Set up Account and Security email alerts using the Trailhead Mobile App and Online Banking Service.
• Keep a close eye on your account balances so that you can recognize any suspicious transactions.
• Use the Card On/Off functionality within the Trailhead Mobile App and Online Banking service to disable your debit/credit cards when they are not being used.

 

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.

Account transactions can only be downloaded in online 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 (downward arrow)  next to the print and search icon.
• On the Download Activity window, select the Date range and File Type and click

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 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

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

You can rearrange the order your accounts display in digital banking to reflect the sequence you want.

1. Log In
2. From the Accounts click on the three dots and click Organize Accounts in online or click the opposing arrows in mobile
3. Drag and drop the accounts to rearrange the order
4. Click Done

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 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 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 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 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