Frequently Asked Questions

Below you will find some of the most common questions and answers related to our Digital Banking platform.

Enrollment

  • Why do I need to enroll?

    For security purposes, all users will be required to complete a one-time enrollment in our new Digital Banking platform. 
  • Why do I need to enter my personal information during the enrollment process?

    Your personal information is required in order to properly identify you and protect your secure account access. You will only need to complete this process the first time you access our new Digital Banking platform.
  • Can I use my old User ID and password?

    You can choose to use your previous User ID (now referred to as a Login ID) and password, provided that they meet the Login ID and password requirements. Requirements are as follows:

    • Your Login ID must be between 6 and 18 characters long. It can include letters, numbers, and special characters.
    • Your password must be between 8 and 20 characters long. It must include at least one upper case letter, one lower case letter, and one number. You cannot re-use the last 10 passwords. Special characters are allowed.
Secure Access Codes
  • What is a Secure Access Code?

    As part of a security enhancement with our Digital Banking upgrade, you will no longer see a unique image or receive challenge questions during the login process. Instead, you will be asked to enter a 6-digit Secure Access Code, which can be sent via text, email or phone call. This method of security verification is stronger than our previous process, making your online experience safer. 
    Please Note: Secure Access Codes are only valid for a short period of time and will expire if not entered within that time frame.
  • The phone number or email address being presented to me is wrong. How do I update it?

    Accurate contact information will be necessary in order to receive your Secure Access Code. If you are unable to enroll in Digital Banking due to inaccurate contact information being presented, please contact the credit union during normal business hours at 860-563-2617.
  • What does it mean to “Register My Device?”

    During the login process you will be asked if you would like to register your device. If you are using a home computer or other personal device, you can choose Register Device so you do not have to enter a Secure Access Code every time you log in. If you are using a shared device or public computer, we recommend you choose Do Not Register Device to keep your security preferences intact.
  • How do I update the phone numbers or email addresses where I receive Secure Access Codes?

    Once logged in, click on Profile & Settings » Security Preferences » Secure Delivery. In this area you can modify or delete existing contact points to receive Secure Access Codes, as well as add new contact phone numbers and email addresses. Click the check mark to save your changes.
  • I clicked “Register Device” but I’m still being asked to receive a Secure Access Code each time I log in – why?

    Your device must be enabled to allow cookies in order to register your device. Please review your browser settings to be sure your device can accept cookies. You may also need to review your internet security software settings and add “secure.dutchpoint.org” to your list of trusted sites. 
  • Where will the Secure Access Codes sent via text message come from?

    Secure Access Codes sent by text message will come from 864-34. We recommend you save this number in your contacts so you know the message is coming from Dutch Point. Please do not reply to text messages sent from this number. If you need to contact us, please call 860-563-2617 or submit an online contact form.
  • Where will the Secure Access Codes sent via email come from?

    Secure Access Codes sent by email will come from notifications@dutchpoint.org. We recommend you add this email address to your list of safe email addresses to avoid having messages marked as spam. Please do not reply to emails sent from this address. If you need to contact us, please call 860-563-2617 or submit an online contact form.
  • Where will the Secure Access Codes sent via phone call come from?

    Secure Access Codes sent by phone call will come from 972-428-5798. Please do not call back this phone number. If you need to contact us, please call 860-563-2617 or submit an online contact form.
Accessing Account Information
  • How do I view my transaction history and other account details?

    From the home screen, click on an account tile to see that account’s transaction history. Click on the Details tab to see account details, including the primary member name on the account, any prior nicknames, and payoff amounts for certain loans.
    Directly from the home screen you can also click on the Options button on each account tile (three vertical dots in the top right corner of each tile). From there you can click on View Activity to see your transaction history, or click on Details to see important information about your account.
  • How do I print or export my account history?

    From the home screen, click on an account tile. Click on the Options button within the account (three vertical dots in the upper right area of your screen), then click Print. The button immediately to the left of the Options button can be clicked to begin the transaction export process. You can export transaction history into different file formats, including Microsoft Excel and OFX, Quicken, and QuickBooks.
Transfers
  • How do I transfer money?

    From the home screen, click on the Transfers button in the left navigation menu. Click on one of the following options:

    • Click on Between my Accounts to transfer money between your accounts.
    • Click on Loan Payments to make a quick and easy loan payment. Once you choose the loan you want to pay, you’ll be presented with additional loan details, including your current balance, payoff amount, monthly payment information, and next due date.
    • Click on To Any DPCU Account to transfer money to another Dutch Point member’s account. You will need to know the other member’s account number, their four-digit Share or Loan ID, and the first three letters of their last name.
    • You also have the ability to link an account at another financial institution to your Dutch Point account. Click on Add External Account to enter in your account information. A series of micro deposits will be sent to the other financial institution (typically within 5 business days). Once you receive your micro deposits, log back in to Digital Banking and navigate to Transfers » Verify External Accounts to enter in your micro deposit amounts and finalize your external account setup. 
     
Bill Pay
  • Is the Bill Pay program changing?

    No – you will still be able to use the same Bill Pay program you use today.
  • How do I access Bill Pay?

    From the home screen, click on the Bill Pay button in the left navigation menu to be taken to the existing Bill Pay platform. We have also integrated a faster and simpler version of Bill Pay into our new platform, which can be accessed by clicking on the Bill Pay button in the right navigation menu.
  • Will I be able to see and pay all my previously set up bills after the upgrade?

    If you set up bills on membership accounts on which you are a primary owner, you will be able to see all your bills that were previously set up. If you do not see bills you were expecting to see, or if you have multiple primary account relationships on which you used Bill Pay, please contact us at 860-563-2617 to review your profile. 

    If you are a joint account owner, you will need to enroll in Bill Pay. If you used to pay bills through Bill Pay on an account you share with someone else, please contact us at 860-563-2617 to get your bills copied to your new profile.

     
  • I have bills that pay automatically each month, will those continue to process as normal?

    Yes, if you have bills set up to pay on an automatic, recurring basis, they will continue to process. If you contact us to help consolidate multiple membership accounts into one Bill Pay profile, you may have to set up your recurring bills again.
  • Are there any other helpful tips about Bill Pay that you can provide?

    Bill payer is a versatile program that allows you to:

    • Pay almost anyone for free from your checking account
    • Schedule payments in advance, both one-time and recurring payments
    • Add, modify and delete payees quickly and easily
    • Use the Bill Payer chat feature to get your questions answered quickly

     

    Here are some helpful tips for using Bill Payer:

    • Bill payments are processed at approximately 3:00 pm EST Monday through Friday
    • Always make sure you have available funds in your account to cover payments
    • Provide accurate payment instructions, correct account numbers, etc.
    • Be sure to record your payments and payment dates in your checkbook
    • Your account balance will not change by scheduling future bills. Your account will not be debited until the scheduled pay date
    • Allow several days for your payment to arrive, especially over weekends and holidays
Credit Cards
  • Is the way I access my Credit Card information changing?

    You will still be able to access the existing Credit Card site you use today in Online Banking. You will be excited to see new ways to access your card information as well! 
    Navigation options include:

    • From the home screen, click on the Credit Cards button in the left or right navigation menu to be taken to the existing Credit Cards platform.
    • On your home screen you will notice an account tile for your credit card under the Credit Card group. Clicking on the tile allows you to see basic transaction history as well as basic credit card account details.
    • You will now have access to credit card information through our mobile app.

    If you are a primary credit cardholder, you will be able to access your credit card as you do today. If you are a joint credit cardholder, you will not be able to see your credit card at this time. We are working to have this functionality available to you in the near future. 

    Joint credit cardholders will still be able to make payments to a credit card by depositing the payment into its corresponding Visa Pay Share.

  • How do I make a payment to my Credit Card?

    Our upgrade provides you with multiple options for making your Credit Card payment. 

    • You may make payments into your Visa Pay Share as you do today.
    • You may make payments directly to your Credit Card by clicking on Transfers » Loan Payments in the left navigation menu.
    • You may make payments through our Credit Card platform by clicking on Credit Cards in the left or right navigation menu.
Person 2 Person (P2P) Payments
  • What is Person 2 Person (P2P) and how does it work?

    P2P allows you to pay your friends and family instantly! It’s fast and easy to use.

    First, you’ll have to set up your account to send money through P2P.

    • Click on the Transfers button in the left navigation menu, then click on Person 2 Person (P2P).
    • Click the Send Money button, review the Person 2 Person Terms and Conditions, and click the Agree button.
    • Enter your DPCU Debit Card information and click the Continue button.

    Now that your account is registered for P2P, you can quickly send money to your friends and family.

    • Under the Send tab, enter the recipient’s name, email or mobile phone number, the amount, and a memo (optional). Click the Continue button.
    • Review the information entered and click the Continue button. That’s it!

    The recipient will receive an email or text message (depending on which option you chose) to receive the funds. The recipient will be able to enter their debit card number to receive the funds instantly (if their financial institution participates), or they can enter their routing number and account number to receive the funds within 2-3 business days. Please note that the recipient must accept the funds within 10 calendar days or the funds will be returned to you.

     
Online Activity Center
  • What is the Online Activity Center?

    The Online Activity Center is a centralized location for you to view all transactions you have completed in Digital Banking. Review individual transactions underneath the Single Transactions tab. Look under the Recurring Transactions tab for transactions you have set up in Digital Banking to occur on a recurring basis. Click on the Deposited Checks tab to view checks you have deposited in our mobile app.
CardSwap
  • What is CardSwap?

    Are you tired of updating your subscription services separately every time your card number changes? CardSwap allows you to update your preferred method of payment for all your favorite digital services, like Netflix, Amazon, and more* - all at the same time, and all in the same place. This makes new or expired cards easier to manage, saving you time and hassle!

    *None of the listed companies are associated with, sponsor, or endorse this product.

  • How do I set up CardSwap?

    It's easy to set up CardSwap:

    • Click on the Account Services button in the left navigation menu, then click on CardSwap.
    • Choose the participating online services you would like to link to CardSwap, then click the Next Step button in the top right corner of your screen.
    • Enter your DPCU Debit or Credit Card information and click the Verify Card button.
    • Fill in your login information for each subscriber service you selected and click the Verify button.
    • Click the Continue button to complete the card linking process. It can take up to 24 hours for your card information to update with selected subscriber services.
  • I don’t see all of the subscription services I use in CardSwap – can I add other services not listed?

    You are unable to add digital services not listed in CardSwap at this time, but more companies are being added every day! There are more than 50 digital services available to link to CardSwap today. Be sure to check back often to see if additional services have been added.
Operating System and Browser Requirements
  • What computer operating systems are supported to use Digital Banking?

    You must be using a computer that has:

    • Microsoft Windows 10 or Mac OS X 10.10.
    • Available browser updates applied for improved security that provide anti-virus and spyware protection. 
    • An internet connection with a minimum of 1 Mbps download speed.
  • What internet browsers are supported?

    We support the current and previous versions of the following internet browsers:

    • Google Chrome
    • Firefox
    • Microsoft Edge
    • Safari

    Please Note: Internet Explorer is not a supported browser for Digital Banking. If you are using Internet Explorer to access Digital Banking, please discontinue using the browser and click on one of the supported browsers listed above to download it to your computer.

     
  • How do I update my browser?

    Updating a browser works differently for each one. Here are some easy instructions for each browser listed above. 

    Google Chrome

    • Open the Google Chrome browser
    • Click the Customize and Control Google Chrome button in the top right corner of the browser window (three vertical dots)
    • Click on Help in the drop-down menu, then select About Google Chrome
    • The page that appears will automatically check for an available browser update, or show you that your browser is up to date with the most current version. If an update is available, an Install button will appear. Click the Install button and follow the prompts to update your browser.
    • If you don’t have Google Chrome installed on your computer, download the latest version of it here.

    Firefox

    • Open the Firefox browser
    • Click the Open Menu button in the top right corner of the browser window (three horizontal lines)
    • Click on Help in the drop-down menu, then select About Firefox
    • The pop-up that appears will automatically check for an available browser update, or show you that your browser is up to date with the most current version. If an update is available, an Install button will appear. Click the Install button and follow the prompts to update your browser.
    • If you don’t have Firefox installed on your computer, download the latest version of it here.

    Microsoft Edge

    • Your Microsoft Edge browser will automatically be updated as your computer performs its standard Windows updates.

    Safari

    • Open the Apple menu and navigate to the App Store
    • Click the Updates button in the top right corner of the window
    • Find Safari and click Update (or click Update All to install all available Apple updates)
    • If you don’t have Safari installed on your computer, download the latest version of it here.
  • What are the mobile operating system requirements to use the Digital Banking mobile app on my phone or tablet?

    For Apple users, your device must be updated to iOS version 12.0 or higher. For Android users, your device must be updated to Android version 5.0 or higher.
    The following mobile operating systems are not compatible with our mobile app:

    • Windows Phone
    • Blackberry
    • Kindle Fire
     
  • How do I update my mobile operating system?

    Your phone or tablet will usually notify you automatically if an operating system update is available. Follow the steps below to check what version of operating system you are using, or to manually update your operating system.

    For Apple Users:

    • Open the Settings app
    • Click on General
    • Click on About to see your device’s current software version, or
    • Click on Software Update to see if an update is available
    • If an update is available, click on Download and Install to complete the update process

    For Android Users:

    • Open the Settings app
    • Click on About Phone or About Tablet (depending on device) to see your device’s current software version, or
    • Click on Software Update or System Update (depending on device) to see if an update is available
    • If an update is available, click on Install to complete the update process
    • Android devices occasionally have different prompts than listed above, refer to your device’s operating manual for additional steps if necessary
  • I am getting notified that my browser is blocking a pop-up window from launching. What do I have to do to fix this?

    Certain areas of Digital Banking require a pop-up window. When you click on one of these navigation items, you may see a yellow bar or other notification at the top or bottom of your browser window warning you that a pop-up has been blocked. If you see this warning, right click on the warning and select “Allow Pop-Ups…” Safari will not prompt for allowing pop-ups, rather you must uncheck the “Block Pop-Up Windows” box under the Safari menu.

At Dutch Point, it's all about you. We empower you to make financial decisions that are right for you. We pledge to help you meet and exceed your financial goals through all the stages of your life.