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. Why is LAPFCU switching online banking programs?
A. As it has been a while since LAPFCU updated its online banking product, there have been a number of improvements in online financial management tools, such as bill presentment, automated notifications and improved account management. Based upon these improvements, we decided it was time to upgrade our online banking platform to better meet members' evolving needs.
Q. What are the differences between the old system and the new system?
A. Our new online banking platform has a lot more capabilities such as bill presentment, automated notifications, automatic transfers and easier navigation. You can also update your password, email address and customize your account date ranges more easily. Plus, if you are experiencing difficulties while using the service, you can call 877-MY-LAPFCU and one of our staff members can remotely view the issues you are encountering so they can be resolved quickly and to your satisfaction.
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. What happened to our ability to change our address online? Will you be providing that in the future?
A. When selecting our new online banking product, we had to weigh the pros and cons of many features and benefits. Unfortunately the ability to change addresses online was not part of the new service.
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. I am an existing online banking bill pay user. Do I need to re-input all my payees onto the new system?
A. No. Part of the transition onto the new online banking platform is the transfer of existing bill payees.
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.
