FAQs

• Online - members can view their statements through OnlineAccess.
• By mail - members who have opted-in for printed statements receive monthly or quarterly statements, based on the type of account they have.
  • Monthly statements are generated for members who have active checking accounts or have electronic transactions to their savings account.

• Visit the OnlineAccess portal
• Sign in using the green box in the upper left-hand section of our homepage

• Gmail
• Yahoo
• AOL
• Apple
• Android

MOBILE BANKING - GETTING STARTED

1. Download the Mainstreet Credit Union app from the App Store or Google Play.
   
2. Delete the MCU Mobile app. 

Are there any device requirements to access the Mainstreet Credit Union mobile app?

Yes, the mobile app is compatible with iPhone and iPad devices running iOS version 11 or newer, and Android phones and tablets with version 5.0 or newer. Devices must have access to the internet.

How much does the Mainstreet Credit Union mobile app cost?

There are no fees to download and use mobile app; however, connectivity and usage rates may apply. Contact your wireless service provider for more details.

Do I use the same user ID and password for the mobile app as I would for online banking?

Yes, you will use the same user ID and password that you use to log in to online banking.

If I forgot my password, can I reset it within the app?

Yes, you can easily reset your login credentials by clicking on the 'Forgot?' link on the mobile app.

How do I sign out of the mobile app?

You will automatically be signed out once you swipe or close the app. Each time you access your app, you will be required to enter your passcode, use your fingerprint or utilize the facial recognition feature in order to log in again.

MOBILE APP - LOGGING IN

• By phone: Contact the Member Service Center
• Branch: Stop by any branch location

• You plan to own your own home for only a few years (3 to 6), and/or
• You want to lower initial monthly payments more than a traditional 30-year fixed-rate mortgage offers, and/or
• You need a lower initial monthly payment to qualify for a larger loan &/or buy more home, and/or
• You are a first-time home buyer and need the lowest payment to start out in your new home.

First Mortgage OnlineAccess

What Is Spoofing?

Spoofing is when a caller deliberately falsifies the information transmitted to your caller ID display to disguise their identity. Scammers often use neighbor spoofing so it appears that an incoming call is coming from a local number or spoof a number from a company or a government agency that you may already know and trust. If you answer, they use scam scripts to try to steal your money or valuable personal information, which can be used in fraudulent activity.

https://youtu.be/PS3llQfRLD8

Reminder:

Mainstreet Credit Union will NOT contact you requesting you to share account information. Fraudsters can spoof real numbers (including your credit union’s phone number), and falsely claim that there has been potential fraudulent activity on your account, in an attempt to scare you into providing your account information.

If you are contacted by someone asking you to provide passwords or any information that appears on your debit, ATM, or credit card (such as card number, CVV number, expiration date, etc.), DO NOT share anything with them. HANG UP IMMEDIATELY. Remember these fraudsters can mask phone numbers and make it appear as though they are calling from a valid number, even a Mainstreet Credit Union number. If you are unsure whether the representative calling you is from Mainstreet Credit Union, hang up and contact us at (913) 599-1010 or toll-free (888-395-1010) or stop by a branch so we can review your account activity with you.

2025

What is Bill Pay?

Bill Pay allows you to pay anyone, anywhere right from your computer or mobile phone. There is no limit to the number of bills you can pay, and this service is free to all members with a checking account.

How do I register for Bill Payer?

You may register for Bill Payer online. The online method is invoked the first time you attempt to access Bill Payer. 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 from 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. For more information call 913-599-1010. 

If you try to enter Bill Payer during the application-processing period, you will be shown a page requesting that you wait for the acceptance notification. 

Can I use Bill Payer with all my accounts?

No, only a single checking account may be used for payments. 

Is there a limit to the number of Bill Payer accounts I can set up?

Yes, you are limited to one Bill Payer account. 

When is Bill Payer available?

You may schedule payments 24 hours a day, seven days a week. 

How are Bill Payer transactions reflected on my checking account?

All Bill Payer transactions are reflected as an ACH debit on the account statement. 

When are funds debited from my checking account?

On the process date, the Bill Payer processor generates an ACH debit (in the amount of the bill payment) to your checking account. Your checking account will be debited within two banking business days. 

What do payees actually receive?

Electronic payees receive payment information in an electronic format that credits their account. Non-electronic merchants or individual payees receive a laser-printed paper check sent through the U.S. Postal Service. 

When may bill payments be scheduled for processing?

The Bill Payer processor processes payments on all days excluding Sundays and Federal Reserve Board recognized holidays. In cases where a payment gets scheduled on a Sunday (this can potentially happen on a recurring payment), the payment is processed on the day before (Saturday). If you happen to be setting up the payment on this particular Saturday, the bill payment will be processed on the next banking business day. Also, please note that weekly recurring payments may not be scheduled on Saturdays. 

What bills may I pay through Bill Payer?

1. You may pay practically anyone in the 50 United States and territories who can accept a check using Bill Payer - utilities, auto loans, even doctors and day-care centers. There are, however, organizations that will not accept payments via Bill Payer, such as the IRS and other taxing entities, and court directed and government-related organizations. 

When may I begin using Bill Payer?

1. Once you receive a confirmation e-mail informing you that you are now activated, you may begin using Bill Payer. This process takes approximately two to three business days.

When can I use Bill Payer?

1. You may schedule payments 24 hours a day, seven days a week. Payments scheduled on a Saturday, Sunday, or holiday will be debited from the account the next business day.

How many days does it take for a payment to reach the payee?

1. Payment processing takes three to five working days. The main variable in processing time is whether the payee accepts electronic Bill Payer or requires a physical check. The customer must allow three business days for electronic payments to be received and five business days for checks to be received.

What happens if there are non-sufficient funds (NSF)?

1. If there are non-sufficient funds, the debt will be returned to the Bill Payer provider via banking channels. The ACH return will prompt the system to block your account, preventing you from making more payments until the NSF is resolved. Any recurring future dated payments scheduled for release during the time the account is blocked will not be sent.

BILL PAYER - MOBILE BANKING

Since our members can sign into multiple profiles with one device, each profile has its own username and login rules.
For example, if a member has a Business and a Personal profile. They may want their Passkey registered on their profile but not their Business profile.

What has changed in online banking?

Our new online banking tools bring all your accounts and financial information into one place and offers new budgeting and spending tools to help you stay on top of your finances.

With Insights PFM (Personal Financial Management), you can:

• See your transactions automatically categorized and graphically displayed in the account summary page.
• Change and/or exclude transaction categorizations from your spending analysis.
• Create and manage budgets based on your spending habits.
• See all your accounts in one place by linking accounts you hold at other financial institutions.
• Add assets and liabilities (e.g. car, home, or even money under the mattress) so you can see a more complete picture of your finances.
• Create account groups so that transaction history and spending analysis for related accounts can be viewed together.
• View your spending and budgets using Online Access and our Mobile app.

How is this different from Mint.com or other personal financial management tools?

Mint.com is a third-party software provider that allows customers to aggregate their financial information and is not a financial institution. It does not allow users to perform any online banking activities, such as pay bills or transfer money. Insights PFM is fully integrated with our online banking platform and offers easy-to-use tools to help you see your full financial picture, within a platform you know and trust.

How often is account information updated in Insights PFM?

Online Banking account information is updated in Insights daily.

How do I use Insights PFM?

If you have a registered Online Access User ID, there are several ways that you can add external accounts.

• Select Insights in the Menu and then click on “Link Account” within the menu.
• Second, select the Account options on the Dashboard and click “Link an Account”.

Is there a fee to use Insights PFM?

Insights is available free-of-charge to all our members.

Is my information safe?

Keeping your financial information safe and secure is very important to us. Our online services offer you the best security currently available in a commercial environment so that your personal and financial information is protected.

I have accounts that I don’t want factored into my budgets/income.

Some institutions choose to send all the accounts that you are associated with in the data feed when your accounts are initially linked. This is a great benefit to allow you to see everything in one spot, but it may be more than what you want. You may be associated with an account for your child, spouse, or business that you don’t want to show in your personal budgets.

The exclude account button will help you keep track of totals and view transactions, but the transactions aren’t calculated into any of your other views. This will help you to see exactly what you want to see!

I can’t find my credit union, bank, credit card or financial institution.

The following steps may help:

1. Try searching for the URL instead of the name.
2. Make sure you are entering the name correctly. (i.e. Wells Fargo not Wellsfargo)
3. Instead of searching for the generic term 'Master Card', search for the issuer listed on the back of the card.

Can Insights PFM be used by Commercial customers?

The Insights PFM tool is specifically designed for consumer use and not for the level of data or transaction volumes typically associated with larger commercial accounts. The product’s budgets and categories are set up around personal/consumer-specific needs (personal care, kids, shopping, etc.), and the tool doesn’t offer categories that would be relevant for commercial use. Although Commercial customers can see the tab their Sub-Users cannot.

Why do I get a blank page when I click on the Insights PFM tab?

You may be using an unsupported browser. IE9 and current versions of Firefox, Chrome, and Safari are supported. Older versions may work; however, support will not be provided for them. IE 10 will be supported once it gains critical mass with the market.

How does automatic categorization work?

When transactions are imported, they are auto categorized based on previous categorizations of similar transactions as well as those of other authorized users. The process is an estimate based on trends and characteristics of the transaction. The authorized user also has the option to review and re-categorize where needed. When you change a transaction category, Insights PFM will remember your preference for next time.

Help, the delete button doesn't appear on certain accounts!

It is true, for certain accounts a delete option will not appear. If the delete option doesn't appear this means that the account was automatically added by your home institution. These accounts cannot be deleted; however, they can be excluded. Excluding an account hides that account, its transactions, and its balance from your view in the software apps. This essentially "deletes" the account with the option to re-include it in the future if it ever becomes necessary.

How do I delete an account?

You may have added an external account that is no longer needed, or an account may automatically sync that you don’t want to factor into your financial picture. Either way, you’re in control and can remove it.

*Note: Deleting the account is different than deleting an institution connection. If you delete the account, only that account will disappear, and the connection will persist. If you delete the institution connection, however, it will delete all the accounts beneath that connection. The steps for deleting the connection are also included below.

Deleting an Account

• Select ‘Accounts’ from the top navigation bar.
• Select the account you want to delete from the page.
• Click on the trash can icon at the bottom right-hand corner of the account detail box.
• The ‘Delete This Account’ window will pop up.
• Click on Delete.
• Deleting an Institution
• Click on Manage Institutions in the top right of the screen.
• Find the Institution you wish to remove.
• Click on the trash can icon on the right-hand side.
• Select Delete Institution.

*Note: You will not have the option to delete your home institution.

What should I do if my institution is not supported?

If you are unable to locate your institution, select the Help (?) icon located in the top menu. From there you can submit a request by clicking on the "Submit a Support Request" option at the bottom. Please submit the name you searched for, the complete institution name, their URL and any other additional details you can provide.

There are many types of online banking accounts, and not all are compatible with common aggregation methods. The Insights PFM provider utilizes multiple aggregation sources and uses an aggregation engine to provide the best possible coverage, but when an unsupported institution is encountered, a manual account can be created in the Accounts widget.

Due to factors outside our control, including approval of the financial institutions themselves, we cannot guarantee that your institution will be supported, but we will do our best. We add support for more banks and credit unions all the time.

How will I be contacted when I submit a support request?

You will be contacted through the e-mail address listed in your ‘Profile’.

I'm having problems with the security challenge questions when adding an account.

Here are a few tips that might help:

• Answer as many questions as you put on file when you registered with your financial institution.
• The number of questions you need to answer may be less than the number of form fields displayed on the page.
• For some financial institutions, the questions and answers need to be in the exact same order as they are listed on your financial institution site.
• If you've forgotten the questions, you can try logging into the online banking at your institution's website or calling their online banking support, to retrieve them.
• Answers to these questions may be case-sensitive. i.e. 'Cat' will work, while 'cat' will not.

How do I add an asset, like my home or vehicles, to balance my loans in net worth?

Open “Insights” go to Net Worth section and click on ‘View Net Worth’ and add Asset, then enter the account details and click ‘Save It’.

How do I budget for paying off debt?

If you are working on paying off a credit card, congratulations! We recommend that you create a custom subcategory to track your progress, such as Bills & Utilities: Credit Card Payoff. This will allow you to see in Spending and Budgets how much you have spent towards paying down that debt.

It is recommended that you do not use your card for purchases while you are paying it off. Not only will it be easier to stick to your goal if you just don’t use the card, but it is more difficult to account for your credit card payoff if you are actively accruing debt on the card.

If you must use your credit card while you are paying it off, you can split the transaction between Transfers: Credit Card Payment for the portion that pays back what you spent, and Bills & Utilities: Credit Card Payoff for the amount that will be applied to the previous balance.

If you also want to track separately how much of your credit card payment is applied to interest vs. what you owe, see “How do I account for interest paid on a loan?”

For an assortment of financial calculators, including loan/mortgage payoff, please visit our website at mainstreetcu.org to select Tools & Resources > Financial Calculators.

How do I use the spending wheel?

The Spending Wheel displays your spending across all categories for the time period selected. Use the date range selector to specify what date range you would like to view.

You can click on a category from the list, or in the wheel, to view your subcategory spending. Then click the center of the wheel or from the list to view the specific transactions in the selected subcategory.

*Note: Your transactions must be categorized for the Spending Wheel to show actual spending. If your spending in a given category looks wrong, review your transactions for inaccuracies.

I’m missing a category from my Spending Wheel or Budgets. I know I have transactions in this category, but it’s not appearing. How do I fix this?

Review your transactions to make sure they are categorized correctly. A “missing category” is caused by a large income transaction that has been categorized inappropriately.

How do I use budgets?

Budgets can help you track and control your spending in select budget categories. You can use budgets to track all of your regular household expenses, or just specific categories that you want to monitor more closely. Budgets are useful for setting and working towards financial goals, or simply being more aware of your spending habits.

How long will the transactions remain in the Insights PFM tool? How much history will the consumer be able to see with internal accounts and external accounts?

When accounts are initially added to an external account, an initial request of 90 days of history will be made. After the initial account setup, Insights PFM will pull new transactions from the last 30 days, so you must sign in at least once every 30 days to avoid creating a gap in your data.

When the consumer accesses the account each day the account will be updated with the recent transactions for the account. Currently there is no limit to archival history.

How do I create a Pay Off Loan in Insights?

In the Goals Section Click Pay off Loans

• Choose the account you would like to pay off . (This includes both internal and external accounts).
• Choose a complete by date
• It will give you a goal summary at the bottom what amount you are paying off and how much you need to pay per month to meet your goal by the complete by date.

How do I add Goals?

Click here for a step-by-step tutorial on how to update your goals on Insights.