Q. I’m a first time user, what is my password for PATROL?
A. In order to access the account, please call a member services representative during regular business hours at 877-MY-LAPFCU (877-695-2732).
Q. My Code 3 Telephone Banking and PATROL PIN/Password were the same, how will that be affected?
A. Your Code 3 PIN number will remain the same. After your initial logon to the new PATROL, you will have a different online banking password.
Q. Can I still use the old online banking system?
A. As the system is a totally upgraded environment, our old online banking platform is no longer in service. After logging on a few times, we think you’ll agree – our new online banking service can more effectively – and easily – meet all of your online banking needs.
Q. Are there any charges for the new online banking?
A. No. As always, LAPFCU tries to provide the best in member services. Although we have upgraded our online banking services substantially, there is still no cost to the member.
Q. What is FinanceWorks and why would I want to use it?
A. FinanceWorks is a powerful new tool provided by the makers of Quicken (they also created our new online banking service). It is designed to help you manage your finances more easily by allowing you to have all your different bills housed in one spot, as well as track and better manage your finances both here and with other financial institutions in one, easy location.
Q. Do I have to pay separately for the FinanceWorks program?
A. FinanceWorks is yet another free benefit to our online banking users. Other financial institutions charge their clients for use of this tool. For us, it is yet another free member benefit aimed to help you manage your finances more easily.
Q. Do I have to sign-up for FinanceWorks as part of the new online banking?
A. No. FinanceWorks is a free additional tool you can use to manage your finances online. Also it can be used in conjunction with LAPFCU’s online banking tool, it is not necessary to use in order to conduct your online business.
Q. In the past when I locked myself out of online banking, I had to call a person. Can I now reset my password online?
A. Yes you may. Our new system has many more self-serve features, so if you forget your password, you can reset it yourself by answering the multifactor authentication challenge questions you answered when you setup your account. If you cannot remember the answers to these questions, please contact 877-MY-LAPFCU (877-695-2732).
Q. I sent out a payment electronically, but the address doesn't match what I have on my bill.
A. When payments are made electronically the addresses don't have to match.
Q. How long does it take for the user to receive credit once a stop payment has been issued?
A. Once the service request is closed for the stop payment, the credit will be re-issued within 3-5 business days.
Q. How do I close a bill pay account?
A. Go to User Option, click on Payees, click on add Payee.
Q. What if I can't remember the answers to my challenge questions?
A. You must call us at 877-MY-LAPFCU (877-695-2732).
Q. When you purchase a new computer, will that need to be enrolled and how do you un-enroll your old computer?
A. Any new computer would need to be enrolled for Multi-Factor Authentication. Old computers can be un-enrolled by logging in to Internet Banking from that computer and choosing the "remove extra security protection from this computer" option from the Multi-Factor Authentication options page.
Q. Do cookies or pop-ups need to be enabled to access the browser-based solution?
A. Yes to take full advantage of the service.
Q. Are there any issues with cookie installation for those that have personal firewalls?
A. Personal firewalls should not affect the installation of the browser cookie.
Q.What is the cutoff time for using online bill pay to pay bills on the same day?
A.The cutoff time for paying bills the same day is 3:00 pm PST.
