Frequently Asked Questions (FAQs)

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1. Where can I get deposit slips and withdrawal request forms?

   You can download them and print them off the Web site.

   • Deposit and Payment Form

    

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2. Where do I go on your Web site to log in to Access Plus online banking?

   You can log in here.

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3. The 10-minute timeout on home banking is too short. Can you change it?

   We have looked at our 10-minute timeout policy when this has come up in the past, and we have decided it's best to leave it at 10 minutes. It is a security feature in place to protect your account information.

   When you get the timeout error, you can try clicking the browser Refresh button to continue on. Another option is to copy and paste the text from the screen you are using into Microsoft Word or even into Notepad or Simple Text, depending on what programs you have on your computer. That way, you can continue to look at it for a longer period of time.

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4. Is it safe to do my banking on the Internet?

   Yes. Transactions done through Access Plus are protected in several ways. Accounts are password protected with your private PIN. A timeout feature will automatically log you off after a period of inactivity. Affinity Plus employs the latest in firewall technology to protect member transactions, using encryption software. If you see a connected "lock" or "key" in the corner of your screen, you can rest assured that your interactions with our computer are going through the secure server and are thoroughly encrypted.

   On our home page, you will not see a lock or key icon. This is because the page is in frames. To verify that this page is secure, right-click next to the log in boxes and choose "properties" (if you are on a PC) or choose "e-mail URL" in your browser options (if you are on a Macintosh). You will see that the Web address begins with "https" instead of "http." This means the page is secure.

   Please see our Privacy and Security sectionfor more information.

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5. What does it mean if I get a message that says the certificate has expired on your Web site?

   One cause of this is if your computer's date and time settings are incorrect. Make sure they are set to the current date and time. Otherwise, you need to upgrade your browser.

   Currently, we require Internet Explorer 6, Internet Explorer 7, Internet Explorer 8 when viewing this site.

   To get the latest version of Internet Explorer, click here.

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6. What browser do I need to use your web site?

   Our Web site supports Internet Explorer 6 or Microsoft Internet Explorer 7 (or newer). We intend to support more browsers in the future. If you are having difficulty viewing or using the web site and would like to make a recommendation, please send your comments to webmaster@affinityplus.org

   To get the latest version of Internet Explorer, click here .

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7. Is the PIN number to log in to Access Plus the same as the one I use for ATM transactions?

   No. The Access Plus PIN is a separate password. The password is typically numerical. To request one, please send an e-mail to affinityplus@affinityplus.org.

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8. What password do I use in Access Plus online banking to transfer money, request a check to self or request a statement?

   The password it is asking for is the same as the password you use to log in to Access Plus online banking.

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9. Why does my password automatically show up on the log in page when I go there?

   Internet Explorer has a feature that lets you choose to have it remember passwords. To make your password stop showing up automatically click on "Tools" then "Internet Options." Click on the "Content" tab, then "Auto Complete." Click "Clear Passwords." Click "OK" then "OK" again.

   Please note that this process will delete all of your passwords that are saved, not just the one on our Web site.

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10. How do I request a PIN?

    Call us at (651) 291-3700 or (800) 322-7228 to request a temporary password. Upon signing in for the first time, you will be required to change your password. The password length is from 6-10 alpha-numeric characters and is case-sensitive. Security features allow for you to have different passwords for Access Plus online banking and STAR bank-by-phone if desired. If you prefer to keep the passwords the same for  Access Plus online banking and STAR bank-by-phone, you must change each individually. To use the STAR bank-by-phone system call (651) 224-3999 or (800) 444-7228.

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11. I am unable to log in to Access Plus. What can I do?

    If the error message is saying that your member number or password is incorrect or that your account is locked out, please e-mail contact us and we can reset the password.

    Please check to make sure we are not currently completing scheduled maintenance if you are unable to access the Web site. The Access Plus online banking Web Site will be unavailable every Wednesday from approximately 6:00 - 6:30 AM for maintenance. In addition, because of the need to process daily transactions and perform system maintenance, it will be unavailable for approximately 20 minutes, between 7:00 PM and 8:00 PM on weeknights and between 2:30 P.M. and 3:30 P.M. on Saturdays. If you are unable to log on during those times, please wait 20 minutes and try again. If the system is down during other times, there will be a message posted on the home page and the log in page https://hb.affinityplus.org.

    For other error messages and causes, here are several browser settings that may need to be changed. 

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12. I tried to log in to Access Plus, but it says my log in information is wrong.

    This usually indicates that you are typing in an incorrect member number and/or password. Your member number is your 5 or 6-digit account number. Passwords are typically alpha-numeric. Please contact us  for a password reset. If you know your member number but have forgotten your password, please click on "Forgot Password" and you will be redirected to authenticate your identity and create a new password.

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13. How can I download account information into Microsoft Excel, Quicken, QuickBooks, or Microsoft Money?

    After you are logged in to Access Plus, on the main menu click on the "Accounts" button, then select an account and then click on "Download Trasactions". Choose the format that works with the program you've selected. Then select a date range or the "all new transactions" button and click on download.

    Please note: This does not work for credit cards. We do not store credit card transaction history in our system.

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14. Why won't my account information download into Quicken, Microsoft Money or Excel?

    You need to update your browser's MIME type settings. For specific instructions on updating your browser for your operating system, please click here.

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15. I downloaded my account information once. Now it won't let me download it.

    You can only download account information using the "All new transactions" or a specific date range. Once a transactionn has been downloaded it may not be downloaded for another three days

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16. I am trying to download my transaction history, and it is telling me it's unavailable. Why?

    This can happen if you are trying to download account information from too far in the past. Our online system allows for the download of 120 days or 365 transactions whichever comes first. You may also check E-statements to see if the statement you are looking for is archived there.

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17. Why can't I see all my transaction history?

    To accommodate various connection speeds the following limitations are in place for reviewing transaction history. You will be able to view 365 lines or 120 days of transaction history on each transactional account. This ensures that all members have a timely retrieval response on their information. Please contact us at affinityplus@affinityplus.org to request statements.

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18. Can I make payments on my loans or credit cards online?

    Yes. When you are logged in to Access Plus , you can transfer money from your savings or checking account into your Affinity Plus loan or credit card account. Payments made to a credit card need to be made before 4:00 pm CST, to be applied the same day. Payments to loans need to be made by the end of business day (6:00 pm, CST) to be applied the same day. This option is not available for some certificates and other accounts.

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19. Can I apply for a loan online?

    Yes. You can apply for auto, personal, recreational or share secured loans online by logging in to Access Plus and clicking on the "Loans" button. This will bring you to the online loan application.

    You can also apply for mortgage, home equity, personal, credit card and auto loans on our main web site by reviewing our menu options under "Additional Information / E-Services" (left menu).

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20. What kinds of loans can I apply for?

    Personal, Auto, Home Equity, Recreational and Share Secured loans are available through Access Plus. For other types of loans such as Mortgages and Credit Cards, please review the selections available from our menu "Additional Information / E-Services" (left menu) or call (651) 291-3700 or (800) 322-7228.

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21. When is Access Plus online banking down for maintenance?

    The Access Plus online banking Web Site will be unavailable every Monday from approximately 6:00 - 6:30 AM for maintenance. In addition, because of the need to process daily transactions and perform system maintenance, it will be unavailable for approximately fifteen minutes, between 8:00 PM and 9:00 PM on weeknights and between 2:30 P.M. and 3:30 P.M. on Saturdays. If you are unable to log on during those times, please wait 15 minutes and try again.

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22. Are there any fees associated with Access Plus?

    There is no cost for the basic service. If you use Access Plus to place a stop payment on a check, order a check copy, or reorder personal checks, then the appropriate fee would apply. See your account disclosures for complete details

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23. Can I pay my bills electronically?

    Yes, log in to Access Plus and click on E-Pay to use this service.

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24. Why can't I find my most recent checks cleared?

    When the system displays the cleared checks, it begins with the oldest checks first. Your most recent checks will be at the end of the list. You will need to scroll down the page to see them.

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25. What account types are there for transferring money to other members?

    To protect the other member's privacy, the online banking system will not tell you what account types he or she has. Here is a list of the most popular account types that you can choose from:

    • SAVINGS/CHECKING

      • S1 Capitol Shares (main membership account)
      • S2 Shares II
      • S6 Capitol Money Market
      • S66 A+ Money Market
      • S7 Free Checking
      • S8 Progressive Checking
      • S9 Checking 2000
      • S12 Interest Reward Checking
      • S14 Better Than Free Checking
      • S15 Free2BU Checking
      • S30 Vacation Club
      • S31 Holiday Club
      • S67 Nova Money Market

    • LOANS

      • L3 New Auto Loan fixed rate
      • L4 New Auto Loan variable rate
      • L5 New Auto Loan closed at a CU-Save Dealers
      • L6 Used Auto Loan fixed rate
      • L7 Used Auto Loan variable rate
      • L8 Used Auto Loan closed at a CU-Save Dealer
      • L10 Tax Advantage Auto Loan
      • L20 New Auto Lease
      • L29 Used Boats and RVs 2002 and older
      • L30 Boat, Motor, Trailer Loan
      • L31 Motorcycle (750cc+)
      • L33 Mobile Home
      • L34 Recreational Items (Snowmobiles, Jet Ski, Motorcycle)
      • L50 Line of Credit
      • L51 Unsecured
      • L72 Home Equity Loan - fixed rate (less than 80% )
      • L73 Home Equity Loan - fixed rate (greater than 80%)
      • L80 Home Equity Loan - variable rate (less than 80%)
      • L81 Home Equity Loan - variable rate (greater than 80%)

    Please be aware if you transfer funds to another member's account, you may not be able to retrieve those funds if you don't have the authority and password to access that account.

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26. Why does it keep warning me not to make too many transfers out of certain accounts, such as Capitol Shares or Shares II?

    Some accounts such as Capitol Shares, Shares II, and Money Market are designed to be savings accounts and others like Checking, are designed to be transaction accounts. Regulation D prohibits excessive withdrawals/transfers from non-transaction accounts like our savings accounts. You can make up to six withdrawals a month from these accounts, including transfers to another account, pre-authorized transfers, overdraft protection transfers, automatic transfers, recurring payments, telephone transfers/withdrawals, and Internet transfers/withdrawals. This limit does not include withdrawals made at an ATM, in person, by mail or by telephone if a check is mailed to your home.

    If you have any other questions, please call our Telephone Service Center at (651) 291-3700 or (800) 322-7228 during regular business hours . You can also e-mail your comments or questions by returning to our Contact Us page .

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27. In your rates section, what is the daily periodic rate?

    The daily periodic rate is the interest you would pay annually, divided by 365, to give you the interest rate per day.

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28. Can I apply for membership with Affinity Plus online?

    Yes, choose "Membership" and then select Apply for a Membership, or click here to be directed to the online form .

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29. Can I apply for a job with Affinity Plus online?

    Yes. To send a resume or to apply online click here.

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30. Can I sign up for automatic payment online?

    Yes. Download the "Automatic Payment Authorization" form here.

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31. I applied for a used auto loan, and the rate doesn't match your rate sheet. Why?

    Your actual rate may vary depending on the model year of the vehicle and the term of the loan. You will have an opportunity to review the actual rate and payments at the loan closing. Rates are always subject to change without notice and you will receive the current rate in effect on the day of closing.

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32. Will ATMs not located at financial institutions be online?

    Yes, all ATMs will be online for our members.

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33. What advantages does the MoneyPass network give me?

    In addition to being online, the MoneyPass network gives you thousands more free ATMs. Please note that not all Premier Bank, Associated Bank, M&I Bank, and U.S. Bank locations are free. Look for the MoneyPass logo on the ATM to be sure it is free. You can still use your card at virtually every ATM in Minnesota.

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34. What ATMs can I use for free?

    All Affinity Plus Owned ATMs are free to Affinity Plus members. In addition, Affinity Plus members can use ATMs at Premier Bank, Associated Bank, M&I Bank, and U.S. Bank locations

    Affinity Plus is part of the MoneyPass network. Because of that, we do not charge our members a fee for using MoneyPass ATMs displaying the MoneyPass logo. However, individual MoneyPass ATM owners may charge a fee.

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35. How do I report my credit or check card lost or stolen?

    Call 1-800-449-7728.

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36. What is the customer service number for credit or check cards?

    1-800-654-7728.

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37. What is Affinity Plus' ABA Routing Number?

    296076301

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38. Which download file type should I use with Microsoft Money?

    We recommend using the OFX download type for Microsoft Money versions 2002 and newer.

    For questions related to the addition of the OFX download option for Microsoft Money, or any other questions related to using these programs with Access Plus online banking, please e-mail tech@affinityplus.org, or call us at (651) 291-3700 or (800) 322-7228.

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