Online Banking

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When should I visit a branch instead?

These transactions require you to visit a branch:

  • Withdrawing cash
  • Cashing a check
  • Closing a loan or an investment
  • Purchasing a money order or cashiers check

Manage your checking, savings and investment accounts with the click of a mouse. The service is FREE and EASY to use.

Get started today

Visit your local branch for assistance. You can also call the Contact Center at 1.800.258.3115 to request a password by postal mail, email or text message. The password will be sent to the contact information on your account.

Once you have your online banking password, you can enter your member number (account number) and password in the Online Banking login on our home page. If you're looking at a check, the member number is the second group of numbers on the bottom, but without the last three digits.

If you have your TwinStar Credit Union account number and password, log in to Online Banking now.

Learn more about Online Banking features...

Lost your password?

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If you lose or forget your Online Banking password (or access code), you can have it reset by:

Online Banking allows for six consecutive failed login attempts before it will freeze your account. If you have entered your password unsuccessfully too many times and your account has been frozen, exit the site and contact us (see above). We'll remove the freeze and help you get back online.

This is to prevent password guessing. If you have a good strong password, it is extremely unlikely that anyone can guess your password in four attempts.

How to reset your password

Password Reset requires set-up before you can use it. When you log in to Online Banking, go to "Update your profile" and select the "Change Password Security" option, then follow the directions.

If you have lost or forgotten your password, click on “Lost your password?” under the Online Banking login form on the TwinStar homepage.

You will be presented with the security question you selected earlier. When you have entered the correct answer, we will send an email to you with a temporary password. This password is valid for a limited time and may only be used once.

After logging in with the temporary password, you will need to select a new password. Your new password must be “strong” – including both numbers and letters.

Forgotten your Twice Safe answer?

If you log in and have forgotten the answer to your Twice Safe security question, you can request a one-time access code by clicking on the link on the Twice Safe page. This code will be sent to the email address in your Twice Safe security settings.

Making and keeping good passwords

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If you have five, ten, twenty computer passwords or more, you may be risking your online security with inadequate passwords. Take a minute to review a few brief tips for safer passwords:

  1. Long. The length of your password is the most important security factor. According to one security expert, "Passwords shorter than eight characters are inadequate today."
  2. Non-obvious. Use a phrase, unusual words, or foreign language words.  Common words, meaningful dates, or names should always be avoided.
  3. Complex. If you can, include uppercase and lowercase letters and numbers. Symbols (!,@%, and so on) aren't allowed for Online Banking passwords, but you should consider using them for passwords on other websites.
  4. Changed frequently.  A 9-character password should be changed at least once a year; shorter passwords more often.
  5. Used for one site. Your password is only as safe as the LEAST secure site where you use it.
  6. Not used on untrusted computers, if possible. Avoid your most valuable logins when using public Internet kiosks, library computers, and open wireless networks.
  7. Private. Never give your passwords to other people.  TwinStar employees will never ask for your online banking password.

"That's too hard!"

Conventional thinking suggests that writing down passwords is dangerous. But how in the world can we organize them all?

Security experts actually advise people to write them down, and keep them in your wallet.  You already protect your driver's license, credit cards and other valuable information.  Protect your passwords the same way.

Of course, if your wallet is lost or stolen, be sure to change the passwords at the same time that you replace the other valuable items.  A second list stored in a locked or private area can help you expedite this process.

Links

These articles may help you understand the issues involved in choosing and securing passwords. Being informed is another step in self-protection!

Reset your Online Banking password

Password Reset is a helpful way for you to recover a lost or forgotten Online Banking password. In order to use this service, you have to set it up ahead of time. Take a few minutes now to save yourself hassle later.

(This does not apply to your Twice Safe question. Read about recovering a Twice Safe answer.)

Part I: Setup

When you log in to Online Banking, you will see a screen asking you to set up Password Reset. Follow the instructions on that page to set up your secret question and answer. For your convenience, we have provided most of the same questions that are available through Twice Safe.

NOTE: choose and save this answer carefully. You will not be able to use Password Reset without it.

You will receive an email confirming that Password Reset has been set up on your account.

If you decide not to set up Password Reset when you first see it, you will need to contact us, either through the Contact Center or at a branch. A TwinStar representative will reset your account to allow you to set up Password Reset.

Part II: Using Password Reset

NOTE: you will not be able to use Password Reset for 24 hours after you’ve first set your security question. Password Reset can only be used once every 24 hours.

If you have lost or forgotten your password, click on “Lost your password?” under the Online Banking login form on the TwinStar homepage.

You will be presented with the security question you selected earlier. When you have entered the correct answer, we will send an email to you with a temporary password. This password is valid for a limited time and may only be used once.

After logging in with the temporary password, you will need to select a new password. Your new password must be “strong” – including both numbers and letters.

Take the time to select a password that is easy for you to remember but difficult for others to guess. You may also want to keep your password in your wallet and protect it as you would your driver’s license and credit cards.

If you have problems setting up or using Password Reset, our Contact Center can provide assistance.

Online Banking requirements

  • A computer
  • Internet connection
  • A web browser (see below)
  • Security code

TwinStar Credit Union has employed security measures that protect your transactions from fraudulent use. TwinStar is providing upgraded Online Banking security with Twice Safe.

Suggested browsers

We strongly suggest you use the latest versions of your browser of choice and update your Operating System when possible.

About Online Banking and Pop-Up Windows

Some websites use pop-up windows to display advertisements. You may now be blocking pop-ups in your browser.

Bill Payer and eStatements appear in a new window to keep you logged in to Online Banking. Bill Payer uses pop-up windows to alert you to important information.

Enabling pop-ups varies based on the browser version and operating system that you are using. See the following links for help with

Check your documentation for other browsers or operating systems.

Add quotien.onlinebank.com and www.customwa.com to the list of permitted sites.

Then you can continue to restrict the display of advertisements as you navigate the Internet while getting all the features of Online Banking.

If you have additional questions about Bill Payer, contact Bill Payer support at 1-877-542-0211.

Mobile Banking

Thousands of TwinStar members use their phone to manage accounts anytime, from anywhere with their internet enabled phone.


Download the TwinStar
Mobile App now:



Mobile Check Deposit

Deposit checks anytime, anywhere from your smartphone or tablet

Life is hectic. Instead of stopping by a branch or ATM, just click a picture of your endorsed check and send it using TwinStar’s mobile banking app. What a time saver! It’s a convenient service provided to registered mobile banking users.

For instructions on how to use Mobile Deposit click here


Person To Person Payment

Send money to anyone, even non-members

Send money instantly to almost anyone. It’s as easy and fast as sending an e-mail or text without writing a check or sending a wire. TwinStar’s Person To Person payment platform uses Pay Pal’s proven reliable network. Your payment will be sent to the recipient's PayPal™ account. If they do not have one, they will be prompted to create one to get their money.

Think of all the ways to use this service: split a dinner check with friends, send money to kids at college, pay the babysitter/gardener/contractor, send a gift to someone you love, etc.

For instructions on how to use Person to Person payments click here


Text Messaging

Manage your accounts with a simple TXT

If you need your account balance in a real hurry, send us a text! Just text the command “B” to our shortcode and we’ll shoot your balance out in just a few seconds. It’s free from TwinStar, but make sure to check your mobile plan, message and data rates may apply. For more information on how to enroll click here for a short tutorial.


Accounts

Check balances and transaction history

Transfer funds between your TwinStar accounts instantly. See the latest activity on your accounts.


Graphs

Visualize your spending

Track your income and expenses at a glance. See your balance over time.



Transfer

Move money between your accounts

Transfer funds between your TwinStar accounts instantly.



BillPay

Make and review payments

Forget to send that bill? Not sure when you scheduled your next payment? Check your BillPay accounts on the go. Now available for Android and iOS phones.


Secure Messaging

Customer Service for your accounts

Communicate directly with Member support inside the app with Secure Messaging.



Locations

Find a branch or ATM, anywhere

Need to find the nearest surcharge free ATM? We've got you covered. Our mobile locator will help you find the closest place for you to access your account, including over 6,000 shared branches across the country.


TwinStar’s mobile banking service is provided free of charge except where indicated. Please check to verify charges from your communications service provider. Message and data rates may apply. Mobile Banking requires a web data plan. Access charges may apply. See your mobile phone plan for charges and other web data restrictions. Mobile banking accounts are subject to eligibility and further review. Deposits are subject to verification and may not be eligible for immediate withdrawal. Deposit limits and other restrictions apply. Click here for all TwinStar terms and conditions.
iPhone®, iPad® are trademarks of Apple Inc. App Store is a service mark of Apple Inc. Android is a trademark of Google, Inc.

Mobile Banking: Remote Check Deposit

How to deposit a check using remote deposit capture in the TwinStar Credit Union mobile app.

Step 1: Open your TwinStar Credit Union mobile banking app. Click the Mobile Deposit option.

Step 2: Choose the account you would like to deposit to.

Step 3: Enter the amount you are depositing. You can only deposit the full amount. If you would like to put part of the funds into a different account, you can make a mobile transfer after the check is deposited.

Step 4: Take a picture of the front and back of the check.

Step 5: Review the deposit and click "Submit" to complete the deposit.

Step 6: You can check on the status of the deposit as well as see previous deposits by hitting the "History" button.

Step 7: Done!


Helpful Hints:

For best results, place your check on a solid, dark background with adequate lighting.

You can only deposit checks under $5000 using the app. If you have a larger deposit, visit your local TwinStar branch or a shared branch. Find a branch.

Effective May 1, 2013, all accounts using the remote deposit capture utility on TwinStar Credit Union's Mobile Banking application will be charged a $.50 fee for each item presented over 10 within any given month. The fee structure for Business accounts is different. Please review the Business Fee Schedule for details.

If you have a business account and would like to deposit checks remotely, talk to your Business Services rep about Net Capture.


Mobile Banking - Send money with PayPal

Send money instantly to almost anyone, anywhere, anytime.

Step 1: Open your TwinStar Credit Union mobile banking app. Click the "Send Money" option.

Step 2: Pick the account to transfer from.

Step 3: Provide the payment amount and the recipient's name and email address or mobile phone number. Select the type of transfer: Friends and family or commercial. Click Send.

Step 4: Confirm the information and hit "OK" if correct.

Step 5: Funds will be transferred to PayPal™. The recipient will receive a notification. If the recipient does not have a PayPal™ account, they will be prompted to set one up. If the recipient does not retrieve the funds for 30 days, the transaction is cancelled and the funds are returned to your account.


Maximum allowed transfer is $5,000. All transactions will be charged a $1.00 fee. Pending transactions can be cancelled until the recipient claims them. Once a payment has been claimed by the recipient, it cannot be canceled – however, it can be refunded by the recipient within 60 days of the original payment date. If you feel a payment has been made in error and was accepted, please contact TwinStar Credit Union for further support.

Mobile Banking - SMS setup

Short codes for SMS banking:

  • B: For all account balances
  • H: For the last 5 transactions for all accounts
  • H acct: For the last 5 transactions for a specific accounts (i.e. H S01)
  • X source dest acct: TO transfer dollar amount from a source account to destination account (i.e. X S01 L01 45.00)
  • HELP: For Member Support information
  • MENU: For a list of available SMS commands
  • QUIT: To deactivate SMS banking on your device

 

You can enroll up to three phones if you desire.

 

Set up Text Banking from within a mobile app

Step 1: Open your TwinStar Credit Union mobile banking app. Click the SMS enroll option.

Step 2: Login to your mobile banking account.

Step 3: Read and Agree to the Terms and Conditions.

Step 4: Enter the number of the mobile phone you would like to enroll.

Step 5: You will receive a message from SMS number 86020 to the mobile number you entered in the previous step. Reply Y to confirm your device. You will receive a welcome message to confirm your device.

Step 6: You will then get a confirmation code sent to your device. You must log in to the mobile banking app and enter that code in the SMS enroll page.

Step 7: Done! If you have completed all the above steps, you should receive a welcome message. If you have trouble with completing the steps above, contact Member Support at 1-800-258-3115.


Set up Text Banking from the web (for flip phones and feature phones)

Step 1: Click here to open the Mobile Web Banking Portal

Step 2: Login to your mobile banking account.

Step 3: Selet option 7 "SMS Settings"

Step 4: Enter the number of the mobile phone you would like to enroll.

Step 5: You will receive a message from SMS number 86020 to the mobile number you entered in the previous step. Reply Y to confirm your device. You will receive a welcome message to confirm your device.

Step 6: You will then get a confirmation code sent to your device. You must log in to the Mobile Web Banking Portal (link in step 1) and enter that code in the SMS enroll page.

Step 7: Done! If you have completed all the above steps, you should receive a welcome message. If you have trouble with completing the steps above, contact Member Support at 1-800-258-3115. Don't forget to log out of the Mobile Web Banking Portal.


Bill Payer

Paying your bills online is FREE for TwinStar Credit Union members.

Bill Payer Guide

Download a guide to the updated Bill Payer (PDF).

Features:

  • Send payments to virtually anyone in the continental U.S. from home, work, or anywhere you can get online.
  • Schedule payments up to one year in advance - either one time or recurring/automatic payments.
  • Pay one bill at a time or pay your monthly bills all at once - it's up to you.
  • Add a payee any time and send them a payment immediately.
  • Receive 24/7 member service by calling 1.877.542.0211.

Getting started with Bill Payer

Here's what you need to know before you start.

  1. For each account you want to add, you'll need the account number and mailing address.
  2. Get your stack of paper bills together and then log in to Online Banking. Look for the Bill Payer link.
  3. Once you've logged in to Bill Payer, go to the Payment Center and then Add Payee.
  4. You can then check to see if the company's information is already stored in Bill Payer. Otherwise, select the type of payee and follow the prompts.

Once all your bill information is stored, it's easy to pay all your bills at the same time you check your credit union account. And your payments are completely safe and secure.

Same Day Payment

Remembered a bill at the last minute? Use Same Day Payment to avoid late charges and dings to your credit. You can pay a bill today and have it credited today for a small fee.

Same Day Payment is available in Bill Payer whenever you log in through Online Banking.

Not all bills can be paid with Same Day Payment. In the list of payees, look for the earlier deadline option, with the fee listed next to it.

Each Same Day Payment costs only $9.95, a small charge for big peace of mind.

Online Loan Payment

Pay your TwinStar loan payments with a debit card, credit card or checking account from any other financial institution through our Payment Center. It's easy and free.

  • Payments may take two to five days to be credited to your account. The payment will not be backdated to the date you submit the payment request. This may result in late fees.
  • Your Account number and Loan ID number will be required to complete your payment.
  • You will need to set up a username and password for the online payment system. Your account will usually be approved within one business day.
  • The payment limit is $5000. For revolving credit, including TwinStar credit cards, the limit is the total of two monthly payments.
  • To pay your loan in full, call 1.800.258.3115 during business hours to confirm the payoff balance. Most loans accrue interest daily.
  • Payments made to a TwinStar Visa® credit card account are free. For all other loan types (auto, RV, boat, home equity account, etc.) there may be a transaction fee.

Register or make a payment

eStatements & email notices

With eStatements, we'll send you an email each month to let you know when your statement is ready. Then you just log into Online Banking to get your latest statement, or to check out old statements. It's the same as your printed statement, but without waiting for the mail; it saves paper, and it's free. Kasasa Checking members must receive eStatements to qualify for the higher dividend rate.

If you're not already signed up, log into Online Banking and click on eStatements. Select "eStatements Only" and click Submit, then review and accept the eStatement terms and conditions.

Email notices

As part of the eStatements services, you will receive a variety of notices by email. (Not all letters are sent by email.) Examples of information you’ll receive electronically instead of by US mail include Check Sentry usage, safe deposit box renewal, Planned Savings notices and a host of other required communications. As with eStatements, you will receive an email each time there is a new notice or letter available.

eAlerts

Turning your phone number into email

Almost every cell phone number can be turned into an email address to receive eAlerts. Here's some common carriers; replace "[number]" with your 10-digit cell phone number:

Alltel
[number]@message.alltel.com

AT&T
[number]@txt.att.net

Boost Mobile
[number]@myboostmobile.com

Nextel
[number]@messaging.nextel.com

Sprint PCS
[number]@messaging.sprintpcs.com

T-Mobile
[number]@tmomail.net

Verizon
[number]@vtext.com

Virgin Mobile
[number]@vmobl.com

Contact your provider if it isn't listed here. Wikipedia also has a list of email to SMS gateway addresses.

Stay informed about activity occurring in your accounts with eAlerts, a free service that sends an e-mail or text message to you when selected transactions are processed.

  • Guard against overdraft situations when you set up an available checking balance eAlert.
  • It's always nice to know when you've been paid. Set up an eAlert that tells you when a direct deposit occurs.
  • Actively monitor your account for fraud by setting a purchase threshold on your checking or credit card account.
  • Would you like a gentle reminder about a loan payment? Set up a loan payment due eAlert.

Setting up eAlerts is easy:

  1. Log into Online Banking.
  2. Select "Set up eAlerts" from the menu list on the left side of the page.
  3. Read and agree to the eAlerts terms of use.
  4. View the list of available eAlerts, select the eAlerts you would like and input balance thresholds where appropriate.
  5. Enter an e-mail address or cellular phone conversion address. (See list of common cell providers.) That's it – you'll begin receiving eAlerts the next business day.
  6. You can then add, delete or change the eAlerts you receive at the "Manage eAlerts" section of Online Banking.

eAlerts are simple, yet effective ways to keep tabs on your money in an increasingly complicated world. TwinStar is pleased to offer eAlerts to members free of charge.

Please be aware that cellular phone charges for text messages may apply. Review your account plan with your carrier to find out if you'll be charged.

Download to Quicken and more

Product support

TwinStar cannot provide support for your money management software. Please contact your vendor for software support issues.

Quicken supports each version for approximately three years. When your version is no longer supported, you will need to upgrade to the latest version to connect your account from inside Quicken.

Online services are no longer available for MS Money. This software has been discontinued and upgrades are no longer available.

Keep on top of your spending and saving with help from your credit union. With Online Banking, downloads of transaction information are free!

  1. Go to Download transaction history
  2. Pick a savings, checking, or loan account.
  3. By default, the start and end dates are set to the current month. You can also pick earlier dates.
  4. Select the right format for your software.
  5. Click continue to download the file.
  6. Follow the directions in your software to import the information.

You can use your information at TwinStar for free, no matter what type of computer or software you use, including:

Even if you like to keep track in a spreadsheet, you can get the information you need!

Just select "Comma Delimited File" and import it into your spreadsheet.

Create a PDF eStatement

We've heard from members who like to keep a copy of their eStatements on their hard drive. Our eStatement software doesn't have a PDF format built in, but that doesn't mean you're stuck!

Many free programs exist that will let you create PDFs from webpages and other documents in Windows or Linux. Apple computers can create PDFs from any webpage or document.

The instructions below are for the CutePDF program on Windows. Review the documentation for your computer and your own software, and proceed at your own risk.

  1. Download and install CutePDF.
  2. Log in to Online Banking, go to eStatements, and select the statement you want to save.
  3. Click on the Printable Version link.
  4. Use the controls in your browser (usually File -> Print) to print the page.
  5. Select CutePDF Writer as your printer, click Print, and save the file as directed.

Online Banking security

TwinStar Credit Union uses a unique Member Account Number that serves as your identifier when using Internet Banking. In addition to your Member Account Number, we require the use of a Secret Password that you can change at your convenience. Together, these unique pieces of information provide you online protection and enable you to view your account information quickly, easily and safely.

Like most web sites, TwinStar Credit Union's is not entirely comprised of pages secured by Secure Socket Layer (SSL) technology. (Secure pages usually begin with "https" in the site address and cause most browsers to show a locked icon.) However, be assured that once you log into on-line banking, your information is secure and encrypted before it is sent to the on-line banking server.

How it works:

The Member Account Number and Password are entered through a basic HTML object called a form. The form sends the entered information to a web server for processing through a process called "Log In". Part of executing a "Log In" involves telling the form where the data is to be transmitted. In the case of the Internet Banking login information customers enter on TwinStar Credit Union's web site, the form is instructed to submit the data to a web server that is protected by SSL. This is what makes the form post secure.

Prior to any exchange of information with a web server protected by SSL, the web browser is required to negotiate an SSL session through a process called an SSL handshake. Once the SSL session is negotiated between the web browser and the web server, the data being sent to the web server is encrypted by the web browser in such a way that only the client and the server involved in the SSL session can read it. Thus, the login information entered from the TwinStar Credit Union web site is secure as it is transmitted via the Internet.

If you have further questions, please contact TwinStar Credit Union at 1-800-258-3115.

Twice Safe

Online banking will be safer than ever!TwinStar Credit Union is committed to keeping your financial information secure.

As a sign of our commitment, we have upgraded Online Banking to increase security.

For your protection, all Online Banking accounts must use Twice Safe.

How it works

When you use Twice Safe, you'll continue to log on with your account number and access code.

Once you've logged on, you'll be prompted to answer one of three security questions. You will select the questions and write the answers.

As an additional protection, a security image and phrase will be displayed along with your security question. You will select the image and write the phrase.

You should only answer your security question if you see your image and phrase! This helps protect you from phishing and identity theft.

How to sign up

If you have not already signed up for Twice Safe, you'll be prompted to register when you log in to Online Banking.

You'll sign up for Twice Safe in 6 easy steps. Download a Twice Safe signup guide (PDF, 131K) to guide you through the process.

If you forget the answer to your question

If you log in and have forgotten the answer to the question provided, you can request a one-time access code. This code will be sent to the email address that you gave us when you registered for Twice Safe.

Be sure that the email address we have is still active. We recommend that you use an email address that you can access from anywhere, either through a browser or on a portable device.

You can verify your email address once you are logged in to Online Banking. Choose the link in the left-hand menu to “Update your profile.” On the next page, under the Security heading, select Twice Safe settings. On the next page, choose “Change Email Address.”

Credit Union Connection: telephone banking

Credit Union Connection numbers

  • Toll free:
    1-800-782-8228
  • In Thurston County:
    360-754-8228

Enjoy free 24-hour access to any of your TwinStar Credit Union accounts over the phone with Credit Union Connection. With a touch-tone phone, your account number and access code, you can manage your money from the convenience of your home or office.

  • Verify up-to-date savings, checking, loan and IRA balances or have an account statement faxed to you.
  • Transfer funds between checking, savings, and loans.
  • Make withdrawals from checking or savings accounts and have the funds sent to you.
  • Verify the date of your direct deposits.
  • Verify that a check has cleared your account.

Pick up an Account Option Guide for your Credit Union Connection at any branch or call us to find out how you can enjoy free and easy access to your account, 24-hours a day.

If you do not know your access code, please call 1-800-258-3115 between 8:00 a.m. and 5:30 p.m. Monday through Friday or 9:30 am - 2 pm Saturday to get help setting up Credit Union Connection access.