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Why can't I log in?
The most common reason for login trouble is typographical error on a member number, security code, or security question. Errors generally occur immediately after the step in which there was a problem, so
this will help you determine what's going wrong.
If you receive an error after entering your PIN on the virtual keyboard, make sure each digit is registering as you click the appropriate keys. Note that the number will need to "light up" (turn blue)
as you hold your mouse over it, and an asterisk (*) or bullet (•) will appear in the "PIN" box for each digit you enter. Check to make sure there are as many asterisks as digits in your PIN.
If it seems you're doing all of the above correctly, there may be a possibility that another signer on your account has changed the PIN or security question(s). Joint account owners should be careful
to select/create questions they'll both remember the answers to.
If it's your first time attempting to log in, or your first time with a new PIN, make sure you're using digits only (no letters). If you requested a PIN including letters when you applied for
online banking access, see below for information on how to log in.
You'll also want to make sure that you have cookies enabled in your web browser's security settings. Coast Central Online requires cookies in order to function properly. In some cases, it may help to
clear out your old cookies, temporary internet files, or browsing history. Instructions for this can be found via the following links:
Attempting to login (unsuccessfully) many times can also lock you out of your account. We do this to protect your security, so that someone trying many different PINs for your account will have a limited
number of tries. Whether it's you, a joint member, or an unauthorized party who has locked access to your account, you will need to contact our Member Support Center to reset access. They can also
further assist you with logging into your account if necessary.
How do I sign up for Coast Central Online?
First, you'll need to complete an Online Banking Application, which can be printed or picked up in any of our member services branches. Once returned,
applications are usually processed within three to five business days. You'll receive a letter in the mail welcoming you to the service, but due to the delay in mail delivery, you can also call our
Member Support Center to see if you're ready to go. If you need immediate online access to your account, you can inquire about rushing your application if you drop it off in person.
When we've entered your PIN into our system, you're ready to log in for the first time. Before you get started, you'll need to enroll for Multi-Factor Authentication, a set of security features that helps
safeguard your account information. You may click the link on our online banking login page that says, "Click here to enroll for Multi-Factor Authentication," or you will be automatically prompted when
you attempt to log in. Once you've completed this short setup process, you will enter Coast Central Online. The security features you define can be updated at any time.
How do I use Coast Central Online by phone?
As long as you're enrolled (see above for application instructions if not), you need only call (707) 840-0333 or (800) 922-8880. The automated system will provide you with instructions on how to complete
your transactions or inquiries.
Note that you must be using a touchtone phone in order to use our voice banking system. Not all "push-button" phones are necessarily touchtone. If this is the problem, our system will completely fail
to respond to your entries and you will need to purchase a converter. These are inexpensive and can be found at most consumer electronics stores.
If you're using a Blackberry, you can press the ALT key to help you enter letters (e.g. the first two letters of your last name).
If the system is failing to recognize your member number/last name input, double check that you're using the last name of the primary member on the account. If your last name differs from the primary
member, you will need to use the first two letters of theirs instead. For businesses, the first two letters are actually referring to the title of your business account, which is not always a last name.
Your statements and vouchers from the credit union will show your business name as it appears in our system - i.e. "ABC COMPANY" or "JOHN SMITH DBA ABC COMPANY." If you use the first two letters from
this title, you should experience no further difficulty.
Can minors sign up for online banking access?
Online banking enrollment requires a signature and agreement with our terms and conditions. Unfortunately for legal reasons, we cannot allow minors to enter into these types of agreements.
For minors who are working and actively making deposits and withdrawals, a manager may choose to approve this service if an approved parent or legal guardian cosigns. In this case, the minor would need to open a
Membership Savings account (as opposed to a Youth Savings) and demonstrate a need for the service. The cosigner (generally a parent or guardian) assumes all financial responsibility for the minor's
use of the account.
Is the login box built into your website secure?
Yes. This is actually a small secure page embedded in our website, which connects directly and securely to our online banking server. This is the same as entering your information on
our full-sized online banking login page. Once you enter your member number and the randomly generated security code, you'll be taken to the next step of online banking, as usual.
At this point you will more easily be able to see the HTTPS:// in the URL and view applicable security certificate information.
Can businesses sign up for online banking access?
Generally, yes. Your access level, however, depends upon the type of business. Sole proprietorships are allowed full online banking privileges, but partnerships, corporations, and other multi-user
accounts are currently approved on an "inquiry only" basis. This means that users can view balances and other account information, but they cannot conduct transactions on the account.
What can I do if I can't see the whole navigation menu?
If you find that your "Log Out" link is cut off in online banking, but you'd prefer to see the entire navigation menu, you have a couple of options. Since this problem is caused by having
a low screen resolution (usually 800x600), you can increase your screen resolution settings. If you're looking for a more temporary fix, your web browser should also allow you
to "zoom in" so you can see more of the page, then zoom back out again when you're done.
To change your screen resolution: If you're using Windows, go to your Start Menu, Control Panel, then Display. Click the "Settings" tab and adjust your screen resolution to the
next highest setting. For Mac users, go to your Apple menu, System Preferences, and Displays. Under the "Displays" tab, you can adjust your screen resolution setting.
To zoom in/out: Recent versions of all popular web browsers will allow you to adjust your page zoom settings. Generally this is located in a "page" menu (sometimes indicated by
just a page icon), usually in the top right corner. In Mozilla Firefox, the zoom options will be in your View menu. (In any browser, you can also use the keyboard shortcuts CTRL+ and CTRL-
to zoom in/out, respectively.) If this option isn't available in your browser, check to be sure you have the most current version of the software. Upgrading should solve the problem.
How can I maximize the security of my information?
Our online banking system was designed with your security in mind, but there are ways to increase (or decrease) this security depending on how you make use of it. For instance, just as you shouldn't
write your debit card PIN on the back of your card, you should not make an obvious note of your online banking PIN anywhere it might be discovered. Use a PIN that is easy for you to remember, but would
be difficult for any unauthorized parties to guess. We do not recommend using the digits of your address, birthdate, phone number, or any other easily-discovered personal data.
Likewise, regarding your security questions, you should choose questions and answers which are memorable but not easily answered or guessed, even by those close to you. Unauthorized account activity
is frequently conducted by friends, acquaintances, and family members with personal knowledge about the account holder.
Take a moment when setting up your security questions to think of what you (and only you) know. If you have a joint member (or multiple joint members) on the account, confer with them to determine what
all of you will know, but no one else can guess. Create questions tailored to your individual situation; "inside jokes" can be a great way to accomplish this. Be sure to use short, simple answers so
there will be no confusion over wording or punctuation.
What does it mean to "register" my computer?
Below the virtual keyboard where you enter your PIN, you are asked if you'd like to register your computer. This is asking you whether you're using a private computer which only you (or other signers on
your account) use, or a more public computer that unauthorized parties might have access to. The purpose of registering your computer is simply to speed up the login process, if you choose to do so, by
eliminating the security question each time you log in. Since this decreases your security if other parties are involved, reducing your protection to only one security step (your PIN), you will only want
to select this option if you feel sure that it's safe to do so.
Registering your computer simply places a cookie on your system, indicating that the security question will not be asked for this computer. You may change your preference during any future login to online
banking (you will always be asked whether you'd like to "unregister" it). Your preference will also be erased if you ever clear out (delete) your cookies.
How does my computer keep getting unregistered?
When you opt to register your computer, a cookie (a tiny file) is placed on your system that simply stores the information that you'd like to skip the security question each time you log in. However, if your browser
(Internet Explorer, Firefox, Safari, etc.) is set to delete cookies frequently, this creates a need to reset that preference frequently as well.
Try checking or altering your cookie settings to see if this resolves the problem.
Why was I asked a security question that isn't mine?
The most common cause of this problem is a typographical error in your member number. If you enter a member number other than your own, or one which doesn't exist, our system will pull in a random
question that may not be one you've chosen. Try going back to the login page and double checking your input. If the problem persists, please contact our Member Support Center.
What is Multi-Factor Authentication?
Multi-Factor Authentication is a short series of security features, designed to keep online access to your accounts safe. As of 2006, the Federal Financial Institutions Examination Council (FFIEC) requires
that all financial institutions implement this process to protect account security. Recent technological developments have made it possible for unauthorized parties to illegally access accounts, sometimes
causing losses of very large sums of money. Multi-factor authentication helps protect you from these dangers.
Following is a summary of what each security feature does to protect your accounts:
Security Code: Along with your member number, you are asked to retype a security code (shown as an image, not text) before you can continue logging in. This prevents potential hackers from
attempting many member numbers (usually via a computer programmed to do so thousands of times) in an effort to discover valid member numbers. By eliminating this possibility, it becomes much more
difficult for these unauthorized parties to perform automated operations in an attempt to discover more information.
Security Questions: With such a large proportion of PINs being "guessable" by friends, acquaintances, and family members, this step helps add a less-predictable layer of security. When you select/create
questions with answers that are only meaningful to you (and others who sign on the account), you help prevent unauthorized access to your funds.
Virtual Keyboard: Years ago, when only a simple keyed-in member number and PIN were required, hackers saw an opportunity. Many versions of malicious, "keylogging" software cropped up quickly,
designed to capture all of a user's keystrokes, especially their member numbers, user names, and passwords for financial accounts. While this software has to be installed on the computer to operate, it
this can occur quite inadvertently. Virus protection can help to prevent it, but isn't fail-safe, and not all members have this protection. To keep everyone safe, the "virtual keyboard" method of PIN
entry bypasses this kind of underlying malicious software.
Security Image: When you first set up your Multi-Factor Authentication settings, you choose a word or short phrase that will show up each time you log in. This indicates that you're using our
online banking system and not a fraudulent duplicate. As hackers have gotten more creative, they've learned to create websites that look exactly like those of financial institutions, which can easily fool
members who are linked there (usually from a bogus email) to log in. This image is secure and can't be duplicated by outside parties, so it will only show up when you're using Coast Central's official online banking site.
If you log in and find that this image is different from what you originally set up, you should contact the credit union immediately. You should change your PIN to regain proper security.
Why are there multiple steps in the login process?
Each step has an important purpose that helps protect your account security. As required by the Federal Financial Institutions Examination Council (FFIEC), Coast Central has implemented Multi-Factor
Authentication security features which keep your accounts safe.
Please see above for a more detailed description of each feature.
What financial software and websites are compatible with online banking?
Coast Central Online currently supports import/export activity with Quicken and Microsoft Money. You can either download transactions through online banking to your financial software, or log in through the program to download
them that way. You also have the option of downloading transactions as a CSV (comma-separated value) file into Microsoft Excel.
Quicken Online users who signed up before Intuit's acquisition of Mint.com (late 2009) are also able to import their Coast Central transactions. Unfortunately after these companies joined, all new users are redirected
to Mint.com. Mint does not currently support our multi-factor authentication login system (our additional security features), but since Quicken Online did, we're hoping they will work this out soon.
If you'd like to help move this along, please fill out Mint's Help Form and select "Please support my financial institution!" Enter our name and
submit it - the more members who make this request, the more likely they'll be to make it happen soon.
Currently our online banking system is not compatible with QuickBooks. We may be able to offer this in the future, so if this interests you, please send us a quick Feedback Form
to let us know.
How can I use Quicken to manage my online accounts?
Our online system integrates (at no cost to you) with both Quicken and Microsoft Money. You have a choice of logging in through the program itself, or downloading transactions directly from online
banking.
Instructions for downloading transactions directly through your program will depend upon which version you're using, so if you have difficulty, it's best to consult Quicken's help section or support
team. Most Quicken releases allow you to enter your financial institution's information, including member number and PIN (they may call this a "password"). Once you've established and saved this
information in your program, you can connect to Coast Central and download your transactions without needing to log in separately to online banking.
To download transactions within online banking, you'll need to log in as usual, then click on the "Accounts" icon at the top of your screen. Choose from the list of available accounts by clicking on
the one you'd like to see history for. In the upper left corner of any of these individual account history screens, you will see a button that says, "Download Transactions." This will take you to a
screen that lets you select the program you're using, then provides a file to download, containing your account's transactions. Additional instructions are provided on these online banking screens and
date ranges are customizable.
If you experience trouble downloading transactions directly through Quicken, try searching Quicken Support for the particular error code
you're getting. Most Quicken program errors have to do with program settings or malfunctions, and aren't anything Coast Central can repair. Error messages which show up within our own online banking
interface are more often on our end. Please notify our Member Support Center if you experience this kind of trouble.
Where can I find the answers to my security questions?
While logged in to online banking, click the "More" icon at the top of your screen, then "Security Settings." This will show you a list of your existing security questions, with answers,
and allow you to change them if you like.
If you don't remember the answers to any of your security questions, you will need to contact our Member Support Center and discuss re-enrolling for Multi-Factor Authentication.
Can I change my security questions?
You are welcome to update your security questions and/or answers at any time. Simply log in to online banking, then click the "More" icon at the top of your screen. From the options that appear next,
choose "Security Settings." This will show you a list of your security questions and answers, allowing you to change them as you see fit.
Why can't I use letters in my PIN?
We currently use Personal Identification Numbers, as opposed to passwords, to enable members to use the same login information for both phone and online banking. In the future, we may transition to passwords
that allow all alphanumeric characters, but for the time being we are keeping these consistent.
What if I submitted a PIN including letters when I applied?
When our staff receives Personal Identification Number requests containing letters, the letters are converted to digits according to their telephone keypad equivalents. If you don't have a phone
available to you, you can use the following table:
| A, B, C | 2 |
| D, E, F | 3 |
| G, H, I | 4 |
| J, K, L | 5 |
| M, N, O | 6 |
| P, Q, R, S | 7 |
| T, U, V | 8 |
| W, X, Y, Z | 9 |
Note that once you log in, you can always change your PIN to a number of your choice (see below for instructions).
How do I change my PIN?
If you know your current PIN, you can change it within online banking by clicking the "More" icon at the top of your screen, then "Change PIN." If banking by phone, press 4 for "Other Services" (once logged in), then
1 to "Change Your Password."
If you aren't sure what your PIN is, you'll need to sign up for online banking again to have your account reset. You can print an application and mail
or return it to any of our locations.
Can I access Coast Central Online with my mobile device?
Our current software platform does not support mobile banking. While you can certainly place a call to our voice-response system (home banking by phone), you cannot yet use your
mobile web browser to access our online banking site. We hope to make this service available in the future.
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