E-Services Tutorial

Signing up for our E-Services package (E-Statements, E-Letters, and E-Alerts) is a great way to get your credit union correspondence faster, keep your information secure, and help conserve natural resources. It includes email or text message notifications about newly available statements, letters about your account, plus personalized alerts about account activity and more. Feel free to sign up for this easy, convenient service and try out some of its features. It's free!


First-Time Signup | E-Alerts & Customization | Frequently Asked Questions



FIRST TIME SIGN-UP




 1. CLICK ON THE "E-SERVICES" LINK (located at the top of your online banking screen).







 2. AGREE TO THE TERMS & CONDITIONS.
Read over the terms and conditions and click "yes" if you agree. (If you do not agree to these terms, you will not be able to sign up for the E-Statements service.)

NOTE ESPECIALLY that signing up for E-Statements will opt you out of receiving paper statements in the mail. You will be notified by email when your statements are ready to view online.






 3. SET UP YOUR PRIMARY EMAIL ADDRESS.
Enter the email address you'd like to use as your primary, then again in the next box to confirm. (You will be able to add additional address later, if you like.)

You can also check (or uncheck) the boxes next to "Coastline Quarterly Newsletter" and "Weekly Rates Updates." Check the ones you'd like to be notified about when new information becomes available.

Push "Subscribe" when done.





 4. ACTIVATE YOUR EMAIL ADDRESS.
Check your email for a new message from Coast Central. Within it will be an activation link -- click on it to activate and confirm your email address.

If you do not receive an activation email, the next screen you will see in your online banking should have a "send again" button. This will reattempt to send you your activation email. You can push "Proceed, I Will Activate Later" to continue setting up services anyway, until your activation email arrives. Activating your email address will be necessary to begin receiving email notifications.

If you continue to experience difficulty, give our Member Support Center a call at (707) 445-8801. They can help troubleshoot or send you additional activation emails.
5. PROCEED TO MAIN MENU.
Click "proceed" to move forward to the main E-Services menu. This area shows you the services and alerts you are subscribed to, as well as your five most recent statements. (To view a full list of available statements, push the "view more" button at the top of that list, or click the "Statements" icon at the top of your online banking page at any time.)

This is all you need to do in order to be able to receive E-Statements notifications. Continue on to the following steps if you want to set up additional notifications (E-Alerts) for your account.








E-ALERTS & CUSTOMIZATION






SETTING UP ADDITIONAL EMAIL ADDRESSES AND/OR MOBILE DEVICES:
 Click on "Additional Addresses" tab at the top of your main menu page. This will display (1) your primary email address, (2) any additional email addresses, and (3) mobile devices (cell phones, PDAs, or alphanumeric pagers) you have set up for your account.

To add additional addresses, click on the "Add New" button in the applicable area of that page. You will then be given a screen asking you to enter the new address and give it a name (i.e. "Work" or "Personal"). Press "OK to continue, then activate the new address the same way you did with your primary one.

For mobile devices, you will be given a similar screen, but must also indicate what type of device it is in the drop-down menu. In this case, when you press "OK," you will be sent an activation code via text message to confirm the mobile device's email address. Enter this code on the following screen.

If you do not know the email address associated with your cell phone, you can ask your service provider, or you can usually find it within the support section of their website (if they have one). To save time, here are a few common mobile service providers and email addresses:

Verizon: yournumber@vtext.com
U.S. Cellular: yournumber@email.uscc.net
AT&T: yournumber@txt.att.net
Edge: yournumber@sms.edgewireless.com
Sprint: yournumber@messaging.sprintpcs.com
Virgin Mobile: yournumber@vmobl.com
T-Mobile: yournumber@tmomail.net

Make sure to use your full 10-digit phone number as the first part of the address.

Please note: Your mobile service provider may charge you for this service if it is not included in your plan.







DELETING/ALTERING EMAIL ADDRESSES:
To delete an address: Click on the "Additional Addresses" tab at the top of the page, then check any addresses in the list that you wish to delete. Press the "Delete" button at the top of that address category.

To change an existing address: Click on the name of the address you want to change (i.e. Home, Work). This will take you to a screen where you can make changes, then press "OK."







SETTING UP E-ALERTS:
Click on the "Create a New Alert" button at the top of your subscriptions list (on the main menu page). Select the type of alert you'd like to set up, then check boxes next to whichever combination of email addresses you'd like that alert to be sent to. Click "OK."

On the next screen, choose the sub-account you want the alert to apply to. Further customize the other settings to your liking, and press "OK."

Repeat the previous steps to set up as many alerts, in as many different ways, as you like.







SETTING UP PERSONAL ALERTS:
Click on the "Personal Alerts" tab. Type in a name for the alert and a subject (for the email), then a short description of your alert. Choose when and how you'd like the alert to be sent, and click "OK."







DELETING/ALTERING E-ALERTS:
To delete an E-Alert: In your alerts list (your main E-Alerts screen), check any alerts in the list that you wish to remove. Push the "Delete" button located at the top of the list.

To alter an existing E-Alert: In your alerts list, click on the alert you'd like to change. A screen will come up that looks just like the one you used to set up the alert; change the specifications as desired and push "OK."

To temporarily disable an E-Alert: In your alerts list, click the yellow bell next to the alert you want to stop. This will turn the bell gray to indicate it is disabled. When you want to turn it back on, clicking the bell again (which will turn it back to yellow) reactivates the alert.



  SUBSCRIBING/UNSUBSCRIBING FROM INFORMATION ALERTS:
Click on the "Information Alerts" tab at the top of the page. Check the items you want to be subscribed to, while unchecking anything you'd rather not receive updates about. Then click "OK."



  UNSUBSCRIBING (OPTING OUT OF) E-STATEMENTS/E-ALERTS:
Click on the "Stop Service" tab at the top of the page. Please read the warning carefully, as this will opt you out of both E-Statements and E-Alerts, thus opting you back in to receiving paper statements. If you still wish to unsubscribe, click "OK." Otherwise, click "Cancel."

This will not affect your online banking access.








FREQUENTLY ASKED QUESTIONS


General
1. What's the difference between signing up for E-Statements and just viewing statements online?
2. Can I sign up for E-Statements but still receive paper statements in the mail?
3. What if I don't receive my activation email?
4. What if I'm not receiving email notifications (after activation)?
5. What do I do if I'm not receiving my text message alerts?
6. What is my cell phone/mobile device's email address?
7. Why is there HTML code in my email notifications?
8. How do I unsubscribe from E-Statements and E-Alerts?
9. What do I do if I still need help?


E-Statements
1. How will my E-Statements be delivered? Is it secure?
2. How do I view my most recent transactions (those not yet included in my statement list)?
3. When I click on a statement to view, why does nothing come up?
4. How far back will my statement history go?
5. What do E-Statements look like?
6. Can I save the E-Statements to my computer?
7. Can I unsubscribe from E-Statements, but keep my E-Alerts?
8. If I unsubscribe, how long will it take to be switched back to paper statements?
9. If I unsubscribe, can I opt back in?


E-Alerts
1. What are E-Alerts?
2. How often will I be notified?
3. How do I start/stop receiving notifications about weekly rate changes?
4. Why did I receive a long activation URL instead of an activation code for my mobile device?
5. Can I text message IN to receive certain information?
6. Can I set up more than one alert of the same type (or for the same account)?
7. How current are the balances stated in my E-Alerts?
8. How do I unsubscribe from E-Alerts only?






GENERAL QUESTIONS

1. What's the difference between signing up for E-Statements and just viewing statements online?
The E-Statements service is a notification system which emails you when your statements are ready. You can still view your statements online as always, but signing up for the service means you will be notified by email instead of receiving a paper statement in the mail. Signing up for E-Statements also enables you to receive E-Alerts (other notifications about your account).

2. Can I sign up for E-Statements but still receive paper statements in the mail?
No. You can view online versions of your statements, but when you opt in to the E-Statements service, you are automatically opted out of receiving paper statements. However, if you need a convenient copy, you can choose to save the files to your computer (as they are in PDF format) or print them from home.

3. What if I don't receive my activation email?
You can try resending the activation code by going back to the "E-Services" menu option in your online banking, then clicking the "Send Again" button. If you continue to experience problems, call our Member Support Center at (707) 445-8801 (Monday through Friday from 8:30am to 5:30pm). They can help you troubleshoot by viewing where the activation email was sent and if it was successful. If no problem is identifiable, you may need to check for spam filters or contact your email provider.

4. What if I'm not receiving email notifications (after activation)?
Within your main alerts screen (under "E-Services"), click on the "EMail History" button, located at the top of your alerts list. This will show you a complete list of all emails that have been sent for this account, where they were sent to, and if there were any errors. A green dot under "Status" indicates the email was sent successfully, while a red dot means there was a problem. You can contact our Member Support Center at (707) 445-8801 (Monday through Friday from 8:30am to 5:30pm) for help, but if your email address is correct, the problem likely has something to do your email provider. Check for spam filters or contact them for further support.

5. What do I do if I'm not receiving my text message alerts?
Double-check to make sure the alerts were sent to the correct mobile email address by clicking on the "EMail History" button, located above your main alerts list (under "E-Services"). If it seems that this is the right address, something may be wrong on your mobile service provider's end. You will need to contact them for further assistance.

6. What is my cell phone/mobile device's email address?
Scroll up (on this page) to the "E-Alerts & Customization" section (or click here). The first topic covered (Setting Up Additional Email Addresses and/or Mobile Devices) has a list of common mobile service providers and their corresponding email addresses. If your provider is not listed there, or if the address shown is not working for you, you will need to contact that company for assistance. If they have a website with a support section, the email address to use for text messaging can usually be found there.

7. Why is there HTML code in my email notifications?
Most email programs and web-based email providers process this code to help format the email. However, if you are seeing the code (for example, <B><FONT COLOR=BLUE>), this means your email is set as "text-only." Usually there is a way to change this within your email settings so you can see the email notifications they way they were intended. You can contact your email provider or the company who designed your email program for further assistance.

8. How do I unsubscribe from E-Statements and E-Alerts?
In your main E-Services screen, click on the tab at the top that says "Stop Service." Confirm that you wish to opt out of the service by pressing "OK." Your paper statement delivery will resume at the end of the next statement cycle.

9. What do I do if I still need help?
If you have a question that is not covered here or by the Help section (within the E-services part of your online banking), you can contact our Member Support Center at (707) 445-8801, Monday through Friday from 8:30am to 5:30pm.



E-STATEMENTS QUESTIONS

1. How will my E-Statements be delivered? Is it secure?
Your E-Statements will be kept secure within your online banking, where multi-factor authentication is required to log in. Email is not necessarily secure, so we do not provide sensitive account information in this way.

2. How do I view my most recent transactions (those not yet included in my statement list)?
Your most recent account activity is always available under "Accounts" (the first icon on the left at the top of your online banking screen). Click on the account you'd like to review and you will be able to see all of your most recent transactions. Unfortunately this activity is no longer viewable in statement format, but will always be available (and current) in the "Accounts" section.

3. When I click on a statement to view, why does nothing come up?
You may have a pop-up blocker installed. Usually this is as simple as changing your pop-up blocker settings, which will be located either in your browser settings or somewhere within your toolbar(s) at the top of your screen. You may want to add Coast Central to your list of allowed sites. This should allow your E-Statements to come up in their new window (where they are easier to view, save, and print) any time you access them.

Once your settings have been changed, it may be necessary to go back to your statement list (by either clicking on "Statements" again or the "View More" button) and try that statement again so it will pop up. If you get a blank screen saying "Invalid request," try logging back in to your online banking (this should not happen more than once).

4. How far back will my statement history go?
As of the official launch date (July 28, 2008), 12 months of statements were made available. Statements for the following months will continue to be added to this list, building up to 18 months. From this point on, your most recent 18 months of statements will be available in the list.

5. What do E-Statements look like?
Your E-Statements will look just like the regular paper statements you're used to. They will be produced in .PDF (Adobe Reader) format, making them easy to view, print, and save. Click here to download the most recent version of Adobe Reader.

6. Can I save the E-Statements to my computer?
Yes. When you have your E-Statement open, go to "File" then "Save As." You can do this with as many statements at you like.

7. Can I unsubscribe from E-Statements, but keep my E-Alerts?
No. E-Statements and E-Alerts are a combined service, and while setting up E-Alerts is optional, the E-Statements notifications are required first. Deleting E-Statements will delete all of your E-Alerts. However, if you'd like to keep your E-Alerts service going, you can always print out or save your E-Statements to your computer. This may help if you need to have more convenient copies of your statements.

8. If I unsubscribe, how long will it take to be switched back to paper statements?
You will receive a paper statement at the end of the current statement cycle (as of the day you unsubscribe). For example, if you unsubscribe on the 20th of the month, your paper statement will be processed and mailed at the end of that month. Visa statements go out mid-month (Classics on the 15th, Golds on the 10th) so as long as you unsubscribe before your statement is issued, you will receive a paper statement for that billing period.

9. If I unsubscribe, can I opt back in?
Yes, at any time. You are free to subscribe and unsubscribe whenever you like.



E-ALERTS QUESTIONS

1. What are E-Alerts?
E-Alerts are email notifications about your account. You can choose to be notified about any (or all) of the following:
  • Direct Deposits
  • Deposit Account Balances
  • Loan Account Balances
  • Loan Payment Due Dates
  • Mortgage Payment Due Dates
  • Certificate Reaching Maturity
  • Cleared Checks
  • Automatic Withdrawals
You can set up as few or as many E-Alerts as you like. See the instructions above on how to get started.

2. How often will I be notified?
This depends on how you set up your alerts. Generally you can choose from only being notified once or a certain number of times per day. This can go from once per day up to 24 times per day (hourly). You can also edit, delete, or temporarily disable individual E-Alerts if your preferences change.

3. How do I start/stop receiving notifications about weekly rate changes?
In your main E-Services screen, click on the "Information Alerts" tab at the top. Check the boxes next to those notifications you would like to receive, and uncheck the boxes next to ones you would rather not receive. You can also check additional addresses to have these notifications sent to. Click "OK" when you are done.

4. Why did I receive a long activation URL instead of an activation code for my mobile device?
This happens when you enter your mobile address information in the "Alternate Email Addresses" category instead of the "Mobile Device Addresses" category. Ignore the text message with the long activation URL in it, and go back to the "Alert Addresses" section of your online banking. Here, you'll want to delete your mobile address from the "Alternate Email Addresses" category, then add it to the "Mobile Device Addresses" one. Once you've entered it that way, you should receive a much shorter activation code via text message, which will be easy to enter on the following screen.

5. Can I text message IN to receive certain information?
No. The E-Alerts system can only notify you via email or text message, and is currently not set up to receive or respond to replies.

6. Can I set up more than one alert of the same type (or for the same account)?
Yes. Although you set up E-Alerts individually, you can go back in and set up as many more as you like. You can, for example, set up an alert for your S10 checking account to notify you when your balance is below $100, and another for the same account for when your balance is above $500. Many similar alerts can be set up simultaneously.

7. How current are the balances stated in my E-Alerts?
E-Alerts usually arrive within an hour of any event that triggers them (i.e. your balance going below $100), and the balance stated in that notification is current as of that moment only. No matter how often you choose to be notified, there may be other transactions pending that could further affect your balance. If you are worried about overdrafts, be sure you have recorded or accounted for all your transactions.

8. How do I unsubscribe from E-Alerts only?
Essentially, all you need to do is delete all of them from your alerts list. In the main E-Services screen, check the boxes next to everything besides E-Statements, and click the "Delete" button. Note that if you delete E-Statements from this list as well, you will be unsubscribed completely and will begin receiving paper statements again.



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