Online Banking Frequently Asked Questions

1. How do I sign up for online banking?

At account opening, you will select your User ID and a computer generated temp password will be assigned.

2. What is Multi-Factor Authentication Security and why is it necessary?

Multi-Factor authentication is a new feature for online account access and online applications that gives you and your accounts an additional layer of protection from fraud by using more than one method to confirm your identity. The Federal Financial Institutions Examination Council (FFIEC) has determined that the security provided by a single sign-on password may be defeated with new technology being employed by high-tech hackers of today. In response, regulators have mandated that enhanced security precautions be implemented to increase online safety and make accounts more secure while preventing spoofing attempts by look-a-like websites.

To comply with federal regulatory guidelines, enrolling in this additional level of security will be mandatory for all online account access users. For your convenience, you may delay your enrollment up to three times before it becomes mandatory for you to use online account access.

3. What are the features of MFA?

Features of this new security are broken into two parts. First, after entering your valid user ID and password, the system will ask you to pick an image and enter a passphrase that you will look for each time you login. This will ensure you that you are on the Launch FCU website in the future and not a look-alike website. Second, you must pick 3 challenge questions and type an answer to each question. You may also register your trusted computers to allow for express login.

4. What is the difference between Registered versus Unregistered computers?

Selecting the “Register this computer” option during login will register your computer. You may elect not to register any computers. This will prompt you to answer a challenge question in addition to entering your password during login every time you do login.

5. Do I need to load any additional software on my PC or Mac?

To use our Online Services, you only need access to the Internet using your Web Browser. We support either Microsoft Internet Explorer®, FireFox, Safari, Opera and Google Chrome. Browsers must support frames, SSL, Java and the HTML 3.2 standard.

If you have problems with your browser there is a new feature in Online Banking that allows you to check compatibility. From the sign in page click the link that says “Click Here to Check Your Browser”. That  will bring up a new window showing your compatibility.

6. What if my browser is not compatible?
7. What are the required browser settings?

Within your web browser you will be required to enable “Java,” enable “cookies,” and enable SSL encryption. For added security, set your browser to not save encrypted pages to disk if this option is available. Here are the basic instructions for changing these settings.
See “Java Settings,” “Cookie Settings” and “SSL Encryption Settings”

Supported Browsers

  • Internet Explorer-11
  • FireFox-52.0.2
  • Chrome-55.0.2883
  • Safari-10.0.1
  • We do not support Opera and Edge at this time.

Java Settings

If you use Internet Explorer
1. Click the Tools menu and choose Internet Options and click on the Security tab.
2. Under the Security tab, choose the Internet as your content zone (click the globe).
3. Click the Custom Level button.
4. Scroll down the list until you see the Java Permissions section and click the High Safety option.
5. Click the OK button.
6. Under the Security tab, choose Trusted Sites as your content zone (click the green check mark).
7. Click the Sites button.
8. In the Add this website to the zone box, type https://www.virtuoso.kscfcu.org and click the Add button. (In the Websites box you should now see https://*.launchfcu.com.)
9. Click the Close button.
10. Click on the Advanced tab.
11. Scroll down the list until you see the Java section and check the Java checkbox.
12. Click the OK button to save the new setting.

If you use FireFox
1. Click the Options menu and choose Options again.
2. Click the Content tab..
3. Click in the Enable JavaScript box.
4. Click the OK button to save the new setting.

If you use Safari
1. Click the Tools menu and choose Preferences.
2. Click the Security tab..
3. Click in the Enable JavaScript box.
4. Close the Preferences window to save settings.

Cookie Settings

If you use Internet Explorer
1. Click the Tools menu and choose Internet Options and click on the Security tab.
2. Under the Security tab, choose the Internet as your content zone (click the globe).
3. Click the Custom Level button.
4. Scroll down the list until you see the Cookies section. Go to the item that is titled Allow per session cookies (not stored) and click the Enable option.

If you use FireFox
1. Click on the Options menu then click Options again.
2. Click on the Privacy tab.
3. Under FireFox will: choose Use Custom Settings for History.
4. Check the box for Accept Third Party Cookies.
5. Click the OK button to save the new setting.

If you use Safari
1. Click the Tools menu and choose Preferences.
2. Click the Security tab..
3. Click in the Accept Cookies Only From Sites I Visit box.
4. Close the Preferences window to save settings.

SSL Encryption Settings

If you use Internet Explorer
1. Click the Tools menu and choose Internet Options and click on the Advanced tab.
2. Under the Advanced tab, scroll down to the Security section.
3. Click on (both) boxes to Use SSL 2.0 and Use SSL 3.0.
4. Click the OK button to save the new setting.

If you use FireFox
1. Click on the Options menu then click Options again.
2. Click on the Advanced tab.
3. Choose the Encryption tab.
4. Check the box for SSL.
5. Click the OK button to save the new setting.

If you use Safari
1. Click the Tools menu and choose Preferences.
2. Click the Advanced tab.
3. Click the Change Settings button.
4. Click the Advanced tab..
5. Under the Security section click the SSL option.
6. Close the Preferences window to save settings.

Important: You must also have the 128bit encryption pack installed for your particular browser. For further help with browser settings you will need to consult your browser’s online help files or the resources listed on your particular browser’s we site.

8. What is a cookie?

A cookie is a small text file loaded onto a user’s computer which “communicates” with a web server. Online Banking uses session cookies to help your browser display information properly. Session cookies do not collect or save any information about you, or your computer, and expire as soon as you close your browser. Your browser will need to have cookies enabled (turned on) in order to view your account information properly. For further help with browser settings you will need to consult your browser’s online help files or the resources listed on your particular browser’s website.

9. What is a trusted site?

There are websites that you trust as safe (such as websites that are on your organization’s intranet or that come from established companies that you know are safe, like Launch FCU). When you add a website to your trusted sites zone, you believe that files you download or that you run from the website will not damage your computer or data. By default, there are no websites that are assigned to the trusted sites zone, and the security level is set to low.

10. Can I "bookmark" the Sign In page and bypass the website?

Bookmarking the login page in order to bypass our website has been known to cause problems. The most common problem is a failed login with the message, “The server is currently unavailable.” Several failed attempts may also cause your account to be locked down. For this reason, it is best to always login from our website.

11. Sometimes Internet Account Access is slow. Why is this?

Several layers of sophisticated security insulate member account information from the Internet. Each layer needs a small bit of time to accomplish its task. In addition, Internet traffic tends to surge and decline at different times of the day and month. Any combination of these factors may slow Internet Account Access from time to time.

12. Can I access my account(s) from my office PC?

Yes. However, there are several types of Internet access available. Your office computer may access the Internet through a network with its own internal security in place. Or, your office PC/network may have its own firewall in place which may block access to your account. Also, your workplace browser must be configured correctly for Internet Account Access to work properly. In any of these cases, you will need to consult your network administrator or technical support person for help with this issue.

13. The security message "You have requested a secure document..." keeps popping up. What should I do?

Online Banking is a fully secure application. If you have not disabled the security warning message option in your browser it will display this, or a similar message. To suppress this message, set your browser to not display secure warning messages. For further help with these settings you will need to consult your browser’s online help files or the resources listed on your particular browser’s website.

14. I'm getting a message that says "The Page Cannot Be Displayed" or that it is currently unavailable. What's happening?

You would likely get this message under one of two conditions: (1) Online Banking will end your session if it has been inactive for more than 20 minutes. If you try to click on any other area of our Online Services, this is the type of message you will receive. You will still see the last Online Services screen you visited because each page, as it is displayed, is copied to your computer’s hard drive. This is true of any web page you visit. Images and text are saved so that you don’t have to wait for everything to reload when you return to a previously visited page. To correct this situation, simply login again. (2) Our services may be temporarily interrupted for a brief period of time for data processing or routine maintenance. In this case, try again after a little while.

15. I'm getting a message that says "The Internet site you are trying to view uses a security certificate that was signed by an unknown authority. This page cannot be viewed." What should I do?

This simply means that the browser you are using is an older version that does not understand the high-level encryption that Online Banking uses. In order to provide you with a secure connection, you must upgrade your browser to one of those specified above which support 128bit SSL data encryption.

16. I'm getting a message about a Java-related error. What should I do?

In order to use Online Banking, you must be using a browser that is “Java” enabled. Java is a computer language most modern browsers understand. To correct this problem, make sure Java is enabled in your browser. Versions of Microsoft Internet Explorer must be 4.0 or higher. For further help with this setting, you will need to consult your browser’s online help files or the resources listed on your particular browser’s website.

17. I downloaded the latest browser version. Now I can no longer access my account. What happened?

The version you downloaded is probably the international version. These versions do not use 128bit data encryption. Whenever you download new browser software, be sure to choose the 128bit strong encryption version. Once you complete the 128bit strong encryption installation, make sure you have “cookies” enabled. For further help with these settings, you will need to consult your browser’s online help files or the resources listed on your particular browser’s website.

18. Can I use an Apple/Macintosh to access Online Banking?

Yes. Online Banking is platform independent, meaning it doesn’t matter what kind of computer or modem you have. All you need is an Internet connection and a current, properly configured web browser.

19. How do I change my password?

You have the ability to change your password at any time when using this service. To do this you must already be logged in. This assures you of complete confidentiality. Your password may be any combination of alpha and/or numeric characters and special characters. It should be easy for you to remember but not so obvious that someone else can figure it out. Remember, your password is case sensitive and you will need to remember if you used upper or lower case letters. You will need to log off of Online Services after you perform a password change in order for the change to become effective.

20. What if I forget my password?

If you forget your password, you can click on “Forgot your password?” located at the bottom of the login password page and answer challenge questions. Or, you will need to contact a Member Services Representative during business hours, to reactivate your account. For security reasons, you will be required to verify your identity when you call.

21. I tried to login and my password won't work. What should I do?

Your password may need to be reset. Online Banking has a built-in security feature that automatically disables your password after three consecutive unsuccessful login attempts. To request a new or updated password or to be reset, contact a Member Services Representative during business hours.

22. I am having trouble transferring funds between accounts. What should I do?

To transfer funds between different accounts, you must be set up for Cross Account Transfers on your accounts. To request to have Cross Account Transfers enabled on your account, contact a Member Service Representative at your branch office . If you have already been set up for this service and are still experiencing problems, please contact a Member Service Representative at your branch office during business hours.

23. How do I enroll in Bill Payer?

To enroll in Bill Payer, sign in to Online Banking, click the Bill Payer tab and then follow the enrollment options instructions.

24. I am receiving a message that says "Please wait until your previous session is complete." What do I do?

If you receive this message, the primary issue is the browser version you are using is not compatible with online banking. Another issue might be you are clicking too fast for the computer to update your request.

Welcome to Launch FCU Chat

Close
Characters Remaining

Third-party link - Do you wish to continue?
Don't continue
Continue