Here Are Some Frequently Asked Questions About Our Online Banking.

Why Has Charter Oak Changed Its Online Banking?

  • We’re always looking at ways to improve your banking experience with Charter Oak, and that includes our growing digital offerings. Our improved Online Banking System gives you far more services and options in an easy-to-use format that lets you create your own customizable and personal Online Banking experience.

What’s New and Improved?

  • All Options Are Available on Your Mobile Devices: Pay your Charter Oak mortgage, view your e-Statement or update your alert settings from the convenience of your mobile device.
  • Debit Card Controls: Turn your debit card on and off, create a travel note, request a limit change – all within Online Banking.
  • Transfers and payments: Move money between your accounts at Charter Oak and other banks.
  • Account Aggregation with Other Financial Institutions: View your credit card and other external banking accounts on your dashboard.
  • Apply for a New Account: Open a new Charter Oak savings account or certificate anytime anywhere.
  • Multifactor Authentication: Receive texts or emails to safely validate riskier transactions.
  • Reset Your Password: No need to call into the credit union if you get locked out or forgot your password.
  • Alerts and Warnings: Set up meaningful alerts to let you know when important transactions post or if your balance is low.

Will I Be Able To See My Pending Transactions?

  • Yes! Whenever you have pending transactions, such as a direct deposit, you will see those transactions appear as “Pending Transactions” right above your Posted Transactions, such as the various transactions for your Checking account. Pending Transactions will also appear on your Dashboard on the lower right side, directly above the “Quick Links” section. You can choose how many days of upcoming activity and types of information (Transfers/Pending Transactions/Bill Pay) you’d like to display by clicking on the small gear in this section.

When Will This Improved Service Be Available?

  • It’s available now! Our new Online Banking solution, launched on March 23rd, gives you a bigger and better Online Banking experience!

So How Will I Access My Online Banking?

  • You access Online Banking the same way. There is a large login box on CharterOak.org for your username and password as well as a login link on our mobile website, and we also offer new apps for iPhone and Android products, available in The App Store and Google Play as well as CharterOak.org on our Online Banking and eBanking pages. Please be sure to delete our old app before uploading our new app.

Will I Have to Create a New User Name and Password?

  • Not at all. We’re making this experience member friendly, which means you can access our improved Online Banking with your current user name and password. It’s that simple. Enter your information when we unveil our new Online Banking System and start banking digitally with great new services and benefits.

What About My Access? What Type of Device Can I Use?

  • Our Online Banking is accessible in a variety of ways – from your desktop, to your laptop, tablet, or mobile device. We’ve designed our new system to be more user friendly, more convenient and more accessible from wherever you are – whether you’re at the office, on your smartphone, or using your tablet.

What About the Type of Browser I Use?

  • Charter Oak’s Online Banking is accessible from many of the most popular browsers, including Google Chrome, Microsoft Edge, Firefox and Safari. Because it’s no longer supported by Microsoft, we don’t recommend Internet Explorer as a browser.

Will I Be Able To Use an App?

  • Absolutely! Our Online Banking works with Apple mobile devices as well as Android mobile devices. We offer our new Online Banking app via The App Store for Apple devices as well as through Google Play for Android devices. There are also links available on CharterOak.org on our Online Banking and eBanking pages. Please be sure to delete our old app before uploading our new app.

Can I Still Use a “Biometric” Log In, such as Face ID?

  • Yes! With our Online Banking, members who use a biometric log in, such as a Face ID, on their mobile device are able to enable their Face ID to sign in and access their accounts. And Touch ID is also available, as well, for your convenience.

Why Do I Have To Enter My Credentials Once In a While Even Though I Have Facial ID or Touch ID Turned On?

  • If you are logging in to the app and you forget to log out before the session times out, you will need to enter your username and password in order to log in again. This is an important security feature.

Will I Still Be Able To Use a Third Party App To Connect To Online Banking?

  • Yes you can. With our transition to our new Online Banking platform, you will have to update the URL address if your provider hasn’t already done so. Please use this address of https://my.charteroak.org to link to our Online Banking service. We also suggest that you contact your third party provider to make them aware of this new URL address for Charter Oak’s Online Banking.

Will Online Banking Be Available 24/7?

  • Of course! We know that it’s critical to you to be able to bank whenever and wherever, so our Online Banking is available to you on your time – 24/7 and 365 days a year. Whether you’re checking your balances from your desktop or paying a bill from your smartphone, you have round-the-clock access to Charter Oak’s new Online Banking!

Can I Access My Charter Oak Visa Credit Card Information?

  • Yes you can and it’s easy, too! We provide a button that easily links you directly to the eZCard Info website where you can see all of your Charter Oak Visa credit card activities and transactions. No more switching websites or separate logins required.

How Do I Add An External Credit Card To My Online Banking?

  • You can add an external credit card to Online Banking via Account Aggregation for viewing purposes only or via our Bill Pay feature if you wish to make payments on the credit card. As a reminder, please do not add a credit card via the “Add an External Account” option that is found under the Transfer/Payment widget.

What If I Forget My User Name or My Password?

  • No worries – there is option for “Forgot Username” or “Forgot Password” on the login screen. You simply click on the option that applies to you and follow the steps so you can log in and enjoy your online banking experience!

Can I Still Set Up Automatic Transfers?

  • Yes, you can. Within our Online Banking you can manage your transfers by clicking on the “Transfers/Payments” widget and following the steps. Our Contact Center is also available to assist you with this process by calling 860.446.8085 during our regular business hours.

Am I Able To “Hide” An Account?

  • You can use the feature “Hide an Account” to hide a particular account from the dashboard view and from the “Accounts” widget. You are able to view the account by clicking on “Settings” and then clicking on “Accounts.” And you can change accounts that are hidden to an unhidden status at any time.

What About Transaction History? Will That Be Available?

  • Yes, as long as you’re an active online banking user (at least once every 90 days). If so, you can see your transaction history over the past 24 months once you’ve used our system after the initial launch period.

How Do I Download My Transactions In Online Banking For Services Such As QuickBooks or Quicken?

  • Downloading your transactions can be done within the desktop version of Online Banking by clicking on the download button found under “Transactions” within the Accounts section. Please click here to view these helpful step-by-step instructions for downloading your transactions.

I Like the Bill Pay Feature. Will This Be Available?

  • We realize that online Bill Pay is popular – and very convenient – for many of our members. Bill Pay is available to you, and you don’t need to make any changes or go through any sort of re-enrollment process. Simply log in to our new Online Banking and pay your bills online with the same convenience you’ve come to expect with Online Banking.

Can I View External Accounts Right From My Online Banking Dashboard?

  • Our Online Banking lets you link these accounts to view account balances and transactions from the convenience of your dashboard. Learn how to link external accounts to view (Savings, Checking, Loans, credit cards etc.) at other financial institutions with our helpful instructions. Please Note: For the ability to move money to and from external accounts please refer to the next Question & Answer.

Can I Access External Accounts and Make Transfers To and From Other Financial Institutions?

  • Yes you can with our new Online Banking platform! This option will enable you to originate ACH transfers to and from external accounts (accounts outside of Charter Oak Federal Credit Union). Learn how with our handy step-by-step  instructions on adding access to your external accounts. Please Note: External accounts linked must be owned by you the member. You should never attempt to link an account you are not a signer on.

Where Do I Go If I Need Help?

  • We want to make sure that your experience with our improved Online Banking is a great one, so we’ve trained our Branch teams as well as our Contact Center representatives to be familiar with all that this new system will offer you.
  • You can ask questions via the secure Message Center or call our Contact Center at 860.446.8085 during our regular business hours and one of our representatives will be happy to assist you.

What’s New

Charter Oak’s improved Online Banking System offers our members great new features and benefits and an expanded suite of services that makes their online banking experience easier, more convenient, and more efficient – all at the touch of their fingertips.