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What Can We Help You With?
Whether you have a question about member benefits, digital banking, location hours, or anything else, we are here to help.

Frequently Asked Questions

Why am I getting the mobile banking error: "Oops: The information you provided doesn't match what we have on file."?

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 to confirm we have the correct phone number and username on record.

Why am I getting the mobile banking error: "It looks like you've already enrolled"?

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? Follow the steps to recover your account

What does "Member Verification Error" mean?

As a security measure, access to your account is locked after a limited number of unsuccessful login attempts. Further attempts to login will fail, displaying the above message. 

To reset your password and unlock your account, contact the Member Assistance Center.

(888) 395-1010 toll-free
9 AM - 5 PM, CDT

Can I lock myself out from entering an incorrect verification code?

Yes. You can get locked out of the enrollment process if too many attempts are made with an incorrect verification code (more than six times in a single hour). You must wait an hour to try again following your first attempt. If you make more than 20 unsuccessful attempts in a 24-hour period, your login will be 'Suspended' and you will not be able to attempt again for 24 hours. If you have questions or need additional assistance, please contact our Member Assistance Center at (913) 599-1010 during our regular banking hours for assistance.

If I selected "Remember this computer," why am I being asked for a verification code each time I log in?

There are several reasons you may be prompted for a verification code. This may include:

  • logging in using different browsers
  • deleting your browser history
  • you have set your browser settings to delete your cookies and history automatically

Are there any limitations with using mobile deposit?

Yes, there are daily and monthly limitations to the number and dollar amounts that can be deposited through a mobile device. View the deposit limits on the app when depositing a check or contact Member Assistance at (913) 599-1010 for specific details.

NOTE: Members can access to any of their Mainstreet Credit Union accounts, excluding Certificates and Christmas Clubs. All IRA contributions are same year ONLY.

My mobile deposit was submitted and approved, but the deposit is not available in my account.

Check deposits will be accepted 24/7 but the check needs to be reviewed before posting to accounts. We only post mobile deposits during normal business hours.

I can't access Bill Payer. When I click on the tab the Bill Pay page does not load. What should I do?

You may need to register for Bill Payer. You will need to select payments when on the site or app in order to begin the registration. First, you will be requested to read and accept Mainstreet Credit Union’s authorization disclosure. Failure to accept the disclosure terms prevents the registration process form proceeding. After the disclosure is agreed to, you complete an online registration form. After submission, the registration form is electronically forwarded to Mainstreet Credit Union for review. Mainstreet Credit Union is responsible for checking the information submitted and for assigning the payment plan.

How do I link an external transfer account?

Linking external accounts is a great feature. To begin, start at Settings -> Accounts -> External Transfers. Enter the Account name, routing number, and Account Type of the account you are trying to connect. Select “Submit”. Mainstreet Credit Union will send two small deposit amounts to the account information provided.

Once those deposits are made and you know the amounts, log back into your online account or mobile app and provide the amounts. This is done at the same place you started the process: Settings -> Accounts -> External Transfers.

How do I activate and/or set my own PIN for my ATM/MasterCard Debit Card? 

Call 1-866-985-2273 to activate and set your ATM/Debit Card, please have your card handy and call from the phone number listed on your account. If you unable to activate or PIN your card you can visit one of our full service branches or call our Member Assistance Center at 913-599-1010.

I want to report a lost or stolen MasterCard Debit Card. What should I do?

Call 1-800-523-4175 to report your card lost or stolen 24/7, you will be required to contact us directly at 913-599-1010 during normal business hours to request a new card.

Can I make an ATM deposit?

Yes, all branch locations have ATM depository service. In addition, you can make deposits and payments in the Night Depository at our full-service branches, we also participate in CO-OP Shared Branches and accept deposits and payments by mail.

I received a call from the Transaction Review Department. Is this department associated with Mainstreet Credit Union?

Yes, our transaction review department works 24/7 to protect your debit card from potential fraud. Our Transaction Review Department will never ask for any personal information, such as Social Security Number, Date of Birth, etc. They will verify you by asking for your name, confirming your phone number and ask for the last four digits of your card number. In the event there are fraudulent charges on your card, they will advise of next steps.

Our Transaction Review Department will always attempt to call from either a 402 area code or directly from 1-800-327-8622.

I don’t recognize a charge that was completed with my debit card. What should I do?

If you have recently experienced debit fraud on your checking account, you can report your suspicious activity quickly using this link - Dispute of Debit Card Transactions Form.

Once completed, simply scan and email the form to Card Services fax it to 913-599-2584. In most cases, your account balance will be credited, and any fees will be refunded the same business day. Your existing card will be blocked for your security, and a new card will be ordered. 

How do I activate my MasterCard Credit Card?

You can activate your MasterCard Credit Card 24/7 by calling 1-800-543-5073

I want to report a lost or stolen MasterCard Credit Card. What should I do?

Report your credit card lost or stolen by calling 1-866-604-0381 24/7. A new card will automatically be ordered for you and should arrive in about 7-10 business days. You will also receive a separate PIN mailer with directions on how to customize your credit card PIN.

How can I make payments to my MasterCard Credit Card?

You have several options for making payments.

  • Transfer online or on our mobile app from your Mainstreet Credit Union accounts.
  • Pay from another financial institution online at or by calling 913-599-1010. Phone payments do have a convenience fee of $5.00.
  • Mail your payments to MasterCard at PO Box 4521, Carol Stream IL., 60197-4521

I need to review my statements and recent account activity. Where can I find this information?

This information can be found on or by navigating to the My MasterCard selection online or on the mobile app.

First time registration will require you to have the MasterCard handy for verification. You can contact ezcard for additional site support at 1-866-604-0380.

I don’t recognize a charge that was completed with my MasterCard Credit Card. What should I do?

Contact our MasterCard Fraud department by calling 1-800-854-1557. We will get your card shut down, a new card ordered for you, and can your account credited.

How do I get my loan balance?

You can use our mobile banking app, OnlineAccess through your PC, or PhoneAccess from a touch tone phone. You may also visit any branch or call our Member Service Center.

What type of loan protection coverage does Mainstreet Credit Union Offer?

Mainstreet offers Gap and warranty programs to meet members’ personal insurance needs at the most affordable rates. 

GAP Protection provides peace of mind on your new purchase, CAP coverage allows you to bridge the gap between what your insurance company awards you and what you still owe on the car if it’s totaled.

Warranty coverage offers additional coverage that the factory warranty may not cover, and major repairs often occur after the manufacture’s warranty expires.

How can I make payments to my loan?

You have several options for making payments. Our Free options include:

If you have funds deposited at mainstreet:

  • Set up automatic recurring transfers
  • Self-generate payments using online or mobile banking
  • Call our Member Assistance Center to submit a one-time transfer
  • Mail in the payment
  • Drop off the payment at one of our branches or a CO-OP shared branch.

If you use another financial Institution:

  • Mail in the payment
  • Drop it off at one of our branches or a CO-OP shared branch
  • Make a payment online using a debit card or checking account from another financial institution for free.

Convenience Fee options include:

  • Calling our Member Assistance Center and make a payment over the phone using a debit card or checking account from another financial institution. A $5.00 convenience fee will apply.

What loan options do you have for someone with little to no credit experience?

Mainstreet Credit Union offers a Share Secured Loan or Share Secured Credit Card. Both are great options to help build your credit or make purchases without dipping into your savings. Fully secured by shares in your Mainstreet accounts, this loan or credit card traditionally offers borrowers a lower rate.

What loans does Mainstreet offer and what are the current rates?

Mainstreet offers a variety of loans to meet your financial needs such as:

  • Vehicle Loans
  • To include New Car Loans, Used Car Loans, Motorcycle Loans, RV Loans, Boat and Jet Ski Loans.
  • Personal Loans
  • Home Loans
  • To include Mortgage and Home Equity Loans
  • Student Loans
  • Credit Cards

What are the current rates with Mainstreet Credit Union?

View our current rates here. Loan rates (APRs) are effective on date of publication and may be subject to change. 

There was an automatic transfer on my account and then a $3.00 transfer fee on my account. Why did this occur?

In most cases, this $3.00 transfer fee is from your Overdraft Protection. Overdraft Protection applies to all transactions, excluding OnlineAccess and PhoneAccess transfers, and may help prevent overdrafts by automatically transferring funds to your checking account from another deposit account you may have at Mainstreet for a fee.

Overdraft Protection transfer fees are waived for Classic Club members.

Why was I charged an overdraft fee of $27.50?

Mainstreet Credit Union offers Overdraft Coverage options to help you when life happens. Our Overdraft Privilege charges a fee of $27.50 per item.  Overdraft Privilege allows you to overdraw your account up to a disclosed limit for a fee to pay a transaction. Even if you have Overdraft Protection, Overdraft Privilege is still available as secondary coverage if the other protection source is exhausted.

What other fees does Mainstreet have?

Mainstreet offers accounts that are free to have and others that require a minimum balance to avoid a fee. In addition, Mainstreet may charge a fee for other services, such as Wire Transfers, Phone Transfers, Money Orders, and Cashiers Checks.

You can view more about our products, services, and potential fees here.

What Mortgage Loans does Mainstreet currently offer?

Mainstreet offers Mortgage Loans on the purchase or refinance of a principal residence provided in our field of membership. We offer conventional, FHA, VA, HomeReady, and Smart Start Mortgage loans.

What Mortgage Loans does Mainstreet not currently offer?

Mainstreet does not offer Mortgage Loans on investment properties, rentals, second/vacation homes, land loans, or construction loans that require draws. Mainstreet can finance construction loans where Mainstreet pays the builder only after construction is complete.

What is the difference between a fixed-rate loan and an adjustable-rate loan?

With a fixed-rate mortgage, the interest rate stays the same during the life of the loan. With an adjustable-rate mortgage (ARM), the interest changes periodically, typically in relation to an index. While the monthly payments that you make with a fixed-rate mortgage are relatively stable, payments on an ARM will likely change. There are advantages and disadvantages to each type of mortgage. The best way to select a loan product is by talking or meeting with one of our Mortgage Loan Officer.

How can I view additional information on my existing Mortgage Loan?

Access your Mainstreet My Mortgage online anytime to review payments, check your balance, or make a payment.  Have your Social Security Number and mortgage loan number handy in order to register.

How can I make payments to my mortgage loan?

You have several options for making payments. These options include:

  • If you have funds deposited at Mainstreet
  • Set up automatic recurring transfers
  • Self-generate payments using online or mobile banking
  • Call our Member Assistance Center to submit a one-time transfer
  • Mail in the payment
  • Drop off the payment at one of our branches

If you use another financial Institution

  • Mail in the payment
  • Drop it off at one of our branches
  • Make a payment online using a debit card or checking account from another financial institution for free on the My Mortgage site.

Send A Message?

Send us a message and we'll get back to you shortly. For security purposes, do not send sensitive information, like your account number or PIN, when using this Contact Us form. If you need to share your personal information regarding your account, please send us a Secured Message within OnlineAccess or call our Member Assistance Center at 913.599.1010 so that we may further assist you.

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