Personal Banking FAQs

To enroll in online or mobile banking, review your new member welcome packet for self-enrollment instructions. Then, follow the steps below.  

• Confirm that you are: 
  • A member of Self-Help Credit Union (CU) or Self-Help Federal Credit Union (FCU). Generally, if you are in NC, FL, GA or VA, you are a CU member. If you are in CA, IL, WA, WI or CT, you are an FCU member. 
  • The exception is South Carolina, where members are FCU members but still use CU information to log into online banking. 
  • Still not sure? Call Member Support.
• For online banking: 
  • Enter your member number in the “Member Login” area. 
  • The Password will default to the last four digits of the primary account holder's Social Security number. 
  • The system will require the creation of four (4) security questions. 
  • You must re-enter the password (last four digits of the primary account holder's Social Security number) and then create a new password.
• For mobile banking:
  • Download the mobile banking app on iOS or Android. 
  • Enter your member login information. If it's your first time accessing mobile or online banking, follow the online banking steps above.

More about digital banking and mobile banking tutorials.

Usernames

1. If you can’t find or remember your username, click the "Forgot username?" link in the login box. 
2. If this doesn’t fix the issue, please fill out the Forgot Username form. 

If you don’t have a current email address on file, please call Member Support for assistance.

Passwords

1. To reset your password, click the "Forgot password?" link in the login box. 
2. If the problem persists, fill out the Forgot Password form. 
3. In less than 10 minutes, you’ll receive a reset email at the email address on file. Follow the reset instructions and be sure to check your spam folder. 

If you get locked out, please call Member Support.

Most loan payments can be made within your online banking platform or mobile app. Mortgage loan payments must be made through the payment portal or by enrolling in automatic payments. Learn more about all your payment options on our Make a Payment page.

You must be a Self-Help member with a checking account in good standing to be enrolled in Bill Pay. To enroll:

• Complete the online enrollment form within the mobile app or online banking portal. 
• You’ll receive an email notification in three days. 
• Enroll in Bill Pay within 30 days of receiving the email. After 30 days, you will have to complete a new enrollment form.

If you have trouble, please contact Member Support.

Please contact Member Support right away to report a lost or stolen card. 

If you are experiencing problems at an ATM terminal in a merchant or branch location, then please attempt to settle the problem at the location (branch management, store manager, ATM terminal customer service contacts) before contacting the member support team.

To reset your card PIN, you need to call our automated audio banking system at 866.762.0558. If it is your first time calling our audio banking system, you may need to enroll in audio banking first. Learn more on our Audio Banking page.

Note that Member Support will not be able to set or access your PIN. 

All of the instructions to activate your credit or debit card were sent in the mailer along with your new card. If you’ve misplaced that mailer, call 866.762.0558. 

If you’re applying for a new card at your local branch, our helpful member service representatives can guide you through the process.  

If you’re still experiencing issues, contact Member Support.

Bring your completed application to your local branch to apply for a home, auto, green, or other loan. 

Members can also apply online by logging into your online banking portal and clicking “Apply for a Loan” under “Account Summary.”

If you're not sure whether you qualify, reach out to a financial coach or speak to a loan officer at your local branch.

We would love for you to join us! 

Complete, print and sign our membership application, and deliver the application to your nearest branch location. 

In the app, you can take photos of your checks to deposit them. Check out our mobile app video tutorial to learn more!

If you’re initiating a deposit through your employer or payee, please defer to their instructions. You will need to provide your account number and routing number and submit it to the appropriate recipients. 

Check out our Locate an ATM page for all of our surcharge-free ATMs or check your mobile app for locations. 

We are also part of the CO-OP ATM network which consists of tens of thousands of ATMs nationwide. 

Yes! Automated audio banking is available for all of our members to help manage your accounts 24/7.