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Royal Credit Union

Frequently Asked Questions

Signing On and Using Business Online Banking.. 5

What do I need to access business online banking?. 5

Can I use the web browser on my mobile phone or mobile device to access business online banking? 5

Will the web browser on my mobile phone or mobile device work to access the full business online banking website? 6

I’ve forgotten my sign-on ID, password, and/or security questions. 6

How current is the information in business online banking?. 6

What types of accounts are included in business online banking?. 7

Do you have any suggestions on naming an account?. 7

Does business online banking work with other accounting software (e.g., Quicken®, QuickBooks®, Money®)? 7

Why is it important to “Sign Off” when I’m finished using business online banking or when I walk away from my computer?. 8

I can’t see one of my accounts on business online banking. 8

When I click on an account, no transactions are showing. 8

There are some areas on business online banking that require PDF reader software. Where can I download this software?. 8

Am I required to provide an email address to use business online banking?. 9

I don’t have an email address. How do I get one?. 9

Trouble Accessing Business Online Banking.. 9

Why can I view other areas of Royal’s website but I can’t get into business online banking?. 10

When I attempt to sign on to business online banking, I get an error message stating that my sign-on ID, password, or security questions entry is incorrect. What should I do?. 10

I see a message from my browser stating that a pop-up has been blocked. What does this mean?. 11

My browser is telling me that the Security Certificate for business online banking is expired. How can I be sure that I am accessing a secure site?. 11

Why is business online banking not working for me on my mobile phone or mobile device?. 12

Why is business online banking not working for me?. 12

Business Online Banking Security.. 13

Is the Internet safe and secure for business online banking?. 13

Can anyone else see my account information? Is it out in public?. 13

Security Questions. 13

What are cookies?. 14

Transferring Funds/Making Loan Payments on Business Online Banking.. 15

Can I stop or modify my request to transfer funds?. 15

Why doesn’t the balance to my loan account update when I make a transfer using business online banking? 15

I paid my loan on the day it was due, but the payment did not show up in the account until the next day and there was a late charge. Why did this happen?. 16

What if business online banking goes down? Will my payments be made? Will my transfers go through? 16

Transaction Activity/Tracking.. 16

What are the check boxes for on the Transaction Activity screens?. 16

Why is the number of items displayed on my Transaction Activity screens limited?. 17

It looks like one of my checks was cleared under the wrong check number. What should I do?. 17

There is a transaction in my register that I do not recognize. What should I do?. 17

Check Images. 17

Why can’t I see some of my check images?. 17

I can’t see what I wrote on the check. 18

Why is my check stamped with “NSF”?. 18

What is the best way for me to print my check images from business online banking?. 18

Credit Cards. 18

How do I view my current Visa statement online?. 18

Can I make a credit card payment online?. 19

When I make an online credit card payment, how soon is the payment posted to the available credit? 19

Can I change my option to receive Visa statements either on paper or electronically?. 19

Why don’t I see my credit card history or information in business online banking?. 20

My Visa statement will not display. How do I get it to display?. 20

Business Bill Pay – Online Bill Payments. 21

How much does it cost to use business bill pay?. 21

How do I enroll in business bill pay?. 21

Is business bill pay secure?. 21

Who can I pay with business bill pay?. 21

How are business bill pay payments sent?. 22

Can I choose the method of payment when using business bill pay?. 22

How do I ensure that my payee receives my payment on the due date?. 22

Should the payment date I give on a business bill pay payment be the date the payment is actually due? 22

Why does it take a few days to process business bill pay payments?. 23

What should I do if a business bill pay payee has not posted my payment?. 23

How can I prove payments and transfers were made?. 23

When I set up my payment in business bill pay, why didn’t it allow me to take the funds from my savings account? 23

Can I select a default business bill pay account?. 24

How soon are the funds actually taken out of my account when I use business bill pay?. 24

What happens if I don’t have enough money in my account to cover a business bill pay payment?. 24

What if I don’t sign up for business bill pay initially and later decide that I want to sign up?. 25

How do I get help with business bill pay?. 25

Alerts. 25

What are Alerts?. 25

Why use Alerts?. 25

Is there a cost to receive Alerts?. 26

What are Personal Alerts?. 26

When are Alerts sent?. 26

Can I receive my Alerts as a text message?. 26

What Financial Alerts are available?. 27

How do I set up or discontinue receiving Alerts?. 27

Communications and Statements. 27

How do I sign up for communications and statements?. 27

What do communications and statements consist of?. 27

When will I receive communications and statements?. 28

How long am I able to see Communications documents?. 28

What if there is an error in a Communications document sent to me?. 28

How do I view Royal Statements electronically?. 28

What statements are currently available to be delivered electronically?. 29

How do I view Tax Statements electronically?. 29

What tax forms are currently available through Tax Statements?. 29

Tax Information.. 30

When will I receive my tax information?. 30

Why haven’t I received any tax forms?. 30

Where can I find my tax information on business online banking?. 30

I would like to have my tax refund direct deposited to my account, but I need Royal’s routing number and my account number. Where can I find this information?. 31

Why is the amount on my 1099-INT higher than the interest earned on my accounts?. 31

Business Mobile Banking.. 32

Can I use the web browser on my mobile phone or mobile device to access business online banking? 32

Can I use text messaging (SMS) on my mobile phone to access business online banking?. 32

Can I use the full Royal website and full business online banking from my mobile phone or mobile device? 33

Will the web browser on my mobile phone or mobile device work to access the full business online banking website? 33

Why is business online banking not working for me on my mobile phone or mobile device?. 33

How do I get the free Royal Business mobile app for iPhone®, iPad®, or iPod Touch®?. 34

How do I get the free Royal Business mobile app for AndroidTM devices?. 34

Contacting Royal Credit Union.. 34

How can I contact Royal Credit Union?. 34

What information will I need when I send a message to or call Royal Member Service?. 34


Signing On and Using Business Online Banking

What do I need to access business online banking?

You will need a computer with an up-to-date web browser and operating system, and an Internet connection. Browsers and operating systems that are no longer receiving updates from their developers should not be used. In order to ensure you have the most updated version, we recommend enabling automatic updates for your browser or operating system, if possible.

Here is extra information about each browser and which versions are still getting security and functionality updates:

· Internet Explorer – Varies based on Windows version. See this site: https://support.microsoft.com/en-us/gp/microsoft-internet-explorer

· Mozilla Firefox – Only the current version is supported.

· Google Chrome – Only the current version is supported.

· Apple Safari – Safari versions with the last 2 versions of Mac OS X are supported.

To find your browser and operating system, use this link: http://www.useragentstring.com.

Can I use the web browser on my mobile phone or mobile device to access business online banking?

Business mobile banking is the simple, convenient and secure way to access your Royal Credit Union business accounts. It allows you to check balances, transfer funds, and pay bills on the go! It’s simple, convenient and secure.

With business mobile banking you have access to:

· Account Overview – be able to view Royal business online banking accounts

· Business bill pay – pay bills online

· Cross Member transfers – transfer money to different Royal accounts

· Search transactions – sort transactions by date, amount, or description

· Loan applications – apply for an Royal loan

· Locating us - get directions to nearby offices and ATMs

· Contacting us - Member Service will provide you with the information and support you need

Business mobile banking is FREE and SECURE.


If you prefer to use full business online banking on your mobile device, from mobile web, click on the View Full business online banking link.

Will the web browser on my mobile phone or mobile device work to access the full business online banking website?

While our full business online banking solution was not designed with Mobile browsers in mind, most functions work normally on modern mobile browsers. Just like full online banking, for best experience, we recommend that you keep your mobile browser updated.

I’ve forgotten my sign-on ID, password, and/or security questions.

If you forget your sign-on ID, password, or security questions, or you become locked out of business online banking, please call Royal Member Service at 1-800-341-9911, or stop in at any Royal branch office and they will assist you.

How current is the information in business online banking?

Most transactions and balance updates are reflected on business online banking as soon as the transaction is performed. For example, any transaction you do at a teller line or an ATM will immediately appear on business online banking. It may take 1-3 business days for Royal Visa payments or signed Check Card transactions to appear on business online banking.

What types of accounts are included in business online banking?

You can access the following types of business accounts (not including sole proprietor accounts):

  • Checking
  • Money Market Accounts
  • Savings
  • Loans/Lines of Credit
  • Certificates/IRAs/HSAs
  • Credit Cards

Do you have any suggestions on naming an account?

Here are a few tips for naming your accounts:

  • Please make sure you include the type of account in the name using descriptions like, Savings, Checking, Loan, or Certificate. For example, you want to change your Secondary Savings Account to "Vacation Fund". Make sure you include the word "Savings" so it would say "Vacation Savings Fund".
  • Please do not include the account number within the account name as it may appear on mailed documents.
  • Please do not use inappropriate account names. Labels on your accounts are visible to Royal team members. Profanity or other inappropriate phrases are to be avoided. We reserve the right to change any account descriptions we deem inappropriate.

Does business online banking work with other accounting software (e.g., Quicken®, QuickBooks®, Money®)?

Absolutely! Business online banking was designed to be highly compatible with this popular software, so you can download files for your financial management software directly from it. This can be done by clicking the Export link in the top right corner of certain screens in business online banking:

  • Accounts Overview
  • Transaction Activity
  • Statements and Communications (any)
  • Reports (any)
  • Messages
  • Page Preferences

 The files you download from business online banking can be used with the following versions of Quicken, QuickBooks, or Money.

  1. Quicken 2006 or newer
  2. QuickBooks 2006 or newer
  3. Microsoft Money 2004 or newer

If you have questions regarding the functionality, are experiencing issues with one of the software programs listed above, or would like to upgrade, please contact the vendor directly or visit the vendors' web site for technical support.

 Export is also available in CSV or Excel formats.

Why is it important to “Sign Off” when I’m finished using business online banking or when I walk away from my computer?

Once you have signed in to business online banking, you have begun an "active session." If you walk away during the course of an active session, someone else can use your computer to perform transactions involving your accounts. It is similar to walking away from an ATM while your card is still in the machine.

For your security, business online banking will automatically end your active session if there is no activity on your session for 15 minutes. However, to eliminate any exposure, it is always better for you to end the active session by selecting "Sign Off".

I can’t see one of my accounts on business online banking.

To add an account to be displayed on business online banking, some information needs to be verified with Royal Member Service. Please contact Royal Member Service by calling 1-800-341-9911 to get an account added to your business online banking.

When I click on an account, no transactions are showing.

Posted transactions to your account are tracked by the system from the point of enrolling or adding the account. So, as time goes by, transactions will begin to show in your register. If you have had transactions in your register in the past, and they are no longer showing, send a message to Royal Member Service via your Messages within business online banking, and the matter will be researched.

There are some areas on business online banking that require PDF reader software. Where can I download this software?

Many computer systems and browsers can view PDF files natively, but if yours does not, there are many choices available. One option for Windows users is Adobe® Reader®. Please visit the Adobe® Reader® website for download instructions.

Am I required to provide an email address to use business online banking?

Yes, to use business online banking you must agree to the business online banking terms and conditions which include providing an email address and keeping it up-to-date on business online banking.

The benefits of providing an email address and keeping it up-to-date are:

  • Enhanced Security: when your password is changed, you will receive a confirmation email to your main contact email address.
  • Convenience: you can have a temporary password emailed to you if you forget it.
  • Notification: your Communication notifications will be emailed to your main contact email address. Keep your email address up-to-date to ensure timely notification.

To make keeping your email address up-to-date even easier for you, Royal will periodically prompt you to review your email address and give you the opportunity to confirm or update it at that time. Email addresses can also be updated anytime on the My Profile screen within business online banking.

I don’t have an email address. How do I get one?

Your Internet Service Provider (ISP) likely provided you with an email address when you setup your internet access. If you do not remember that email address, contact your Internet Service Provider to learn how to access that email account.

Another way to get an email address is to set one up at one of the trusted free email providers like
Gmail, Outlook.com, or Yahoo!.

Trouble Accessing Business Online Banking

Why can I view other areas of Royal’s website but I can’t get into business online banking?

If you are able to view other areas of our website, but are unable to access business online banking, it may indicate that you are having a browser or PC issue.

If you are sure that you have a supported browser, here are two very common reasons that you may not be able to sign on to business online banking.

  1. Your browser may not be configured to accept cookies. See the information about cookies on the Royal website.

For instructions on how to add a cookie exception to your third party cookie blocking software, please see your browser’s product documentation or contact the product's customer support.

  1. Some third party program may be blocking/trying to access the cookies. For your protection, business online banking does not allow programs other than your web browser to access the cookies that it needs to operate. If another program tries to access the business online banking cookies while you are using business online banking, you may be automatically Signed-Off. This is to protect your business online banking information from malware programs (Spyware, Adware, Viruses, etc.).

If you still cannot sign on to business online banking after trying everything in these steps, please consider checking your computer for Malware programs. You can do so by using various computer security software packages, or getting help from your local computer professionals. If problem software is found, Royal recommends not using that computer to access business online banking until the problem is resolved and the computer has a clean bill of health.

When I attempt to sign on to business online banking, I get an error message stating that my sign-on ID, password, or security questions entry is incorrect. What should I do?

You may have inadvertently entered your sign-on ID, password, or security questions incorrectly. Make sure you are using the correct sign-on ID and password, and then select Sign-On from the menu above to try again.

· If you cannot remember your sign-on ID, click the Forgot your Sign-On ID? link on the Sign-On screen.

· If you cannot remember your password, click the Forgot your Password? link on the password entry screen.

· If you cannot remember your security question answers, contact Royal Member Service by calling 1-800-341-9911.

I see a message from my browser stating that a pop-up has been blocked. What does this mean?

Business online banking will occasionally use a new window to show content, for example when you visit business bill pay, view a statement, or look at your Visa credit card statement. This is normal behavior, but sometimes your browser’s pop-up blocker will incorrectly flag this as pop-up advertising and block it. For more information on dealing with pop-up blocker issues, and instructions to add web sites to the exception list, please see the following links.

Here are links to information about changing your security settings, including pop-up settings, in various versions of Internet Explorer:

Mozilla Firefox Pop-Up Blocker Information

https://support.mozilla.org/en-US/kb/pop-blocker-settings-exceptions-troubleshooting

Google Chrome Pop-Up Blocker Information

https://support.google.com/chrome/answer/95472?hl=en

My browser is telling me that the Security Certificate for business online banking is expired. How can I be sure that I am accessing a secure site?

The most likely reason for this problem is that the date is set incorrectly on your computer. Please change the date on your computer to the current date. Most computers are able to get the date automatically from the Internet. You may want to check to see if this is set for your operating system.

If your computer's date is correct and you are still getting a Security Certificate error, please go to
www.rcu.org and navigate to business online banking to ensure that you are at the correct site. If after this, the issue is not resolved, please contact Royal Member Service at member_services@rcu.org, call 1-800-341-9911, or send a message to Member Service via your Mail within business online banking.

Why is business online banking not working for me on my mobile phone or mobile device?

This is a broad question that has many possible solutions. Below are the most frequent ways to address this problem.

  1. If you cannot see business online banking at all, verify that you can get to other websites. If you cannot, then your connection to the Internet, your Internet Service Provider or the Internet is experiencing problems at this time. You should try again later.
  2. Verify that you know your sign-on ID and password and that you are typing it correctly.
  3. Review the information about cookies on the Royal website to determine if your browser is set up correctly to handle cookies.
  4. Many issues that occur are not specific to mobile devices, so be sure to read through the other business online banking FAQs (frequently asked questions) to see if they help you to a resolution.
  5. If you have not found an answer to your problem, contact Royal Member Service by email at member_services@rcu.org or by phone at 1-800-341-9911. Please provide your browser, browser version and operating system information as well as the details of your problem.
    To find your browser and operating system, use this link:www.useragentstring.com.

Why is business online banking not working for me?

This is a broad question that has many possible solutions. Below are the most frequent ways to address this problem.

  1. If you cannot see business online banking at all, verify that you can get to other websites. If you cannot, then your connection to the Internet, your Internet Service Provider or the Internet is experiencing problems at this time. You should try again later.
  2. Verify that you know your sign-on ID and password and that you are typing it correctly.
  3. Verify that you have not knowingly or accidentally loaded spyware, adware, or browser add-on software that is interfering with the correct functioning of business online banking on your mobile device.
  4. Read through the other business online banking FAQs (frequently asked questions) to see if they help you to a resolution.
  5. If you have not found an answer to your problem, contact Royal Member Service by email at member_services@rcu.org or by phone at 1-800-341-9911. Please provide your browser, browser version and operating system information as well as the details of your problem.
    To find your browser and operating system, use this link:www.useragentstring.com.

Business Online Banking Security

Is the Internet safe and secure for business online banking?

Yes. We use 128-bit encryption: Secure Socket Layer 3.0 (SSL) for all communications. This is currently the highest level of security available for Internet transactions.

Can anyone else see my account information? Is it out in public?

No. Your online account information is available through access methods that have been rigorously tested for security accessibility. The information is not public. Only you can access it using your sign-on ID, password, and security questions.

You can help safeguard your information by protecting your sign-on ID, password, and security questions. A proper combination of your sign-on ID, password, and security questions is the only way to get access into your account. Please be careful to keep this information secure, and be sure to sign off when you are done with your session.

Security Questions

You will be prompted to set up five security questions the first time you log in to business online banking. After you set up these questions, you may be presented two questions at subsequent logins if the device or IP Address you are logging in from hasn’t been used before or is used frequently by different users. Simply answer the questions with the responses you created at enrollment and you’ll be set!

What are cookies?

Cookies are small text files on your system, used for keeping track of settings or data for a particular Web site. Because the servers that receive your requests for Web pages have no way of knowing specifically who is making a request, they have no way of storing settings for specific users or changing the page they send based on choices a user has made on another page. Cookies solve this problem by saving settings on your (the user's) system. When your browser requests a page, it sends the settings that apply to that page along with the request. Because your browser will send back only the settings to the server that originally created them, cookies are a very secure way of maintaining data that is specific to a particular user.

Cookies can be temporary or permanent. Your browser keeps track of temporary cookies as long as it is running, but deletes them when it is shut down. Temporary cookies are used to pass information between Web pages during a single visit. (Business online banking uses this method.)

Your browser saves permanent cookies as tiny files on your system to maintain settings or data between multiple visits. "Permanent" cookies are actually set to expire at some time in the future (commonly between 30 days and a year from their creation date), and are automatically deleted from your system at that time.

Cookies are currently the only way to save personal choices between visits to a Web page without having to log on each time you come to the page.

Cookie Concerns

Although disabling cookies for your browser is an option, it's intended for a small minority of people with extreme security or privacy concerns. If you choose it, you give up a lot of convenience in exchange for a small amount of perceived privacy.

For example, with or without cookies, it is currently possible for the creators of a Web site you visit to keep track of such things as the following:

  • The address of the page that contained the link that brought you to their site
  • All the pages you visit on their site
  • Choices you made on forms on their site
  • What browser you are using
  • Add-ons you might have added to your browser
  • The operating system you are using
  • The time that your system clock is set to, and the time zone
  • The absolute address (IP address) of the server that connects you to the Internet

The only thing cookies add is the ability to keep track of this type of information over multiple visits, thereby allowing the creators of the Web site to build a more precise profile of a particular visitor's preferences.

But the creators of a Web site do not have access to personal information such as your name or your email address unless you specifically give it to them. Therefore they have no way of matching any data they might have gathered with a specific user.

The only information available to a Web site that comes close to identifying you specifically is the IP address, but most Internet servers provide connections for multiple users, and each user is usually assigned a new IP address randomly each time they log on.

For additional information, see the cookies information on the Royal website.

Transferring Funds/Making Loan Payments on Business Online Banking

Can I stop or modify my request to transfer funds?

For one time immediate transfers or payments, you can modify or cancel your funds transfer request at any time before you confirm the transfer request. However, after you've completed a funds transfer transaction, you cannot stop the transfer from occurring. At that point, if you change your mind about the amount you wanted to transfer, simply make a new transfer to move the funds between the appropriate accounts.

For future and/or recurring transfers or payments, you can edit or delete a transfer at any time prior to the transfer date. This can be done by clicking the Cash Management tab, then clicking either Review scheduled Transfers or Review Scheduled payments to see a list of pending items. This is where you can delete or edit the transfer or payment.

Why doesn’t the balance to my loan account update when I make a transfer using business online banking?

If a payment to a loan brings down the principal balance, the new balance will immediately display in business online banking. If the payment only satisfies interest on the loan, then the balance will not decrease.

I paid my loan on the day it was due, but the payment did not show up in the account until the next day and there was a late charge. Why did this happen?

All loan payments must be made by the close of business (8:00 pm) on the day it is due. If you make the payment after 8:00 pm, the payment may not show on your account until the next day and you may receive a late charge. An easy way to remember to make your loan payment(s) on time is to set up a recurring loan payment. That way the payment will be made in the morning on the day it is due and you will not receive any late charges.

What if business online banking goes down? Will my payments be made? Will my transfers go through?

In the unlikely case that business online banking and all of our back up systems were to go down, you can be comfortable knowing that any transaction for which you had already processed, prior to the system going down, will go through. If you were in the middle of a transaction and there is some question as to whether the system has received the request, check the account’s Transaction Activity screen when you are able to sign on to business online banking again. You may send a message to Royal Member Service by using the Messages function within business online banking, by emailing your question to member_services@rcu.org, or calling Royal Member Service at 1-800-341-9911.

Transaction Activity/Tracking

What are the check boxes for on the Transaction Activity screens?

You have the option to reconcile transactions on the Transaction Activity screens for your checking accounts and money market accounts by marking a checkbox next to each transaction. Once you mark the transaction, the information is stored and will display next time you log on. This is a great balancing tool!

Why is the number of items displayed on my Transaction Activity screens limited?

  1. For optimal performance of our system, Royal displays only a certain number of transactions on the Transaction Activity screen. You can easily increase or decrease the number of items that appear on the page using the Per Page dropdown list below the visible transactions.
  2. If you want to change the default number of days’ worth of items that appear on all pages, you may do so by clicking the Service Center tab, then clicking Page Preferences from the left menu. The History Days dropdown list can be changed to 30, 60, or 90 days.

It looks like one of my checks was cleared under the wrong check number. What should I do?

Please contact Royal Member Service via your Messages within business online banking, or call 1-800-341-9911.

There is a transaction in my register that I do not recognize. What should I do?

If there is a transaction in your register that you don't recall making or creating, send a message specifying the transaction information to Royal Member Service via your Messages within business online banking, or call 1-800-341-9911. The issue will be researched.

Check Images

Why can’t I see some of my check images?

  1. If your paper check was converted to an electronic check directly from the merchant, this clears your account immediately and Royal does not receive the paper check for imaging.
  2. It may take one to two business days for your check image to appear on business online banking.
  3. The check may have cleared your account with the wrong information. Please contact Royal Member Service via your Messages within business online banking, or call 1-800-341-9911 if you need a copy of this check.
  4. The Royal check imaging system may be currently unavailable. Please check back shortly, or contact Royal Member Service via your Messages within business online banking, or call 1-800-341-9911.

I can’t see what I wrote on the check.

Royal recommends you use black or blue ink when writing checks. Use of other writing utensils, such as gel pens or pencils, will result in a poor image.

Why is my check stamped with “NSF”?

Your checking account had non-sufficient funds and your check was returned to Royal and stamped with “NSF.” Royal then returned this check to the merchant, who may have tried to redeposit your check. Your check cleared the second time; however you will see the initial NSF stamp on the check image.

What is the best way for me to print my check images from business online banking?

For a printer friendly version of the check image, click on your check image. You will see your check image enlarged in its own section of the screen. Click the Print button.

Credit Cards

How do I view my current Visa statement online?

From the Accounts page within business online banking, click your credit card account. Your Credit Card Account Access page will display in a new window. Select Statements from the top menu, and then select the View Statements sub-menu option.

Can I make a credit card payment online?

You can make one-time immediate, one-time future, or recurring credit card payments in business online banking. Click the Cash Management tab, then click the Make a credit card payment link.

If you are paying from another financial institution or want to schedule recurring amount due or minimum amount due payments from an Royal account or from another financial institution, click on your credit card account on Accounts screen. Your credit card account access page will display. Then select Payments from the top menu.

When I make an online credit card payment, how soon is the payment posted to the available credit?

Payments scheduled through your credit card account access must be submitted by 4:00 p.m. CST in order for your payment to be posted to your credit card account with today's date. Payments made using the business online banking credit card payment feature must be completed by 5:00 p.m. CST Sunday through Friday (except holidays) to be posted with today's date. Although your payment will be credited to your account today, you should allow at least three business days before the payment is reflected in your available credit. If your payment is not received by the due date on your statement, the account will be subject to the fees and finance charges as described in your Cardholder Agreement.

Can I change my option to receive Visa statements either on paper or electronically?

Yes, you can protect your confidential credit card information by choosing to discontinue paper statements.

For your Commercial Rewards Visa account, to discontinue receiving paper statements:

1. Call Royal Business Services, 1-800-341-9911 ext. 3040

2. A Business Services Representative will set the option to discontinue paper statements per your request.

You can return to paper statements by following the same process.


When you indicate you do not wish to receive paper statements, you will automatically receive a monthly email reminder when your Visa Statement is available online.

Why don’t I see my credit card history or information in business online banking?

Royal considers your credit card to be completely separate from your typical savings and checking accounts, so it does not display the same way that these accounts do. There are two ways to view credit card history:

1. Click on that specific account on the Accounts screen. From there, you will be linked directly to your credit card information on the Credit Card Account Access page.

2. Click on a different account on the Accounts screen. From the accounts dropdown list on the Transaction Activity screen, select the credit card. The Transaction Activity screen will display for that credit card.

My Visa statement will not display. How do I get it to display?

To access your Visa Statement,

  1. From business online banking, click your credit card account.
  2. Click Statements from the top menu.
  3. Select View Statement PDFs.


If you are presented with an error message, please read the message carefully and take appropriate action. If Visa statements are currently unavailable, please try again later.

When you select View Statement PDFs, your credit card statements will display in a new window. Some pop-up blockers will block the opening of this new window.

Most of today's internet browsers have a built-in pop-up blocker which prevents Royal eBranch from displaying the credit card statements in a new window. You may need to add the credit card statement site to your pop-up blocker settings to see your Visa Statement. That web address is https://www.ezcardinfo.com

See the item “I see a message from my browser stating that a pop-up has been blocked. What does this mean?” for more information on how to allow pop-ups for a website.

Business Bill Pay – Online Bill Payments

How much does it cost to use business bill pay?

There are no monthly or per payment transaction fees for using business bill pay. Please see the business bill pay Terms and Conditions disclosure for more details.

How do I enroll in business bill pay?

To enroll in business bill pay, you must first be enrolled in business online banking. Once you are enrolled in business online banking:

1. Click the Cash Management tab, then click the Pay your bills link.

2. You will be prompted to provide information to enroll in business bill pay.

3. Royal will review and approve the enrollment.

4. Once approved, you can access business bill pay, then add payees and set up your payments.

Is business bill pay secure?

Online bill payment is recommended by security experts as one of the safest ways to pay your bills. According to research conducted by Javelin Strategy and Research, using the Internet for banking and paying bills actually reduces the threat of identity theft and banking fraud. Business bill pay has multiple layers of security to ensure that you are protected.

Who can I pay with business bill pay?

With business bill pay, you can pay virtually anyone with a current address within the United States.

How are business bill pay payments sent?

Payments are sent two ways: electronic payment and paper check. On average, electronic payments are sent to more than 70 percent of payees. For payees who can only accept checks, your account is debited electronically and an authorized paper check is issued on your behalf.

Can I choose the method of payment when using business bill pay?

For payments you are making to individuals you can set up an electronic payment or have a check sent. For payments to a business, business bill pay processes all payments possible through electronic transfers. When an electronic transfer is not possible, a paper check is sent and mailed through the U.S. Postal Service.

How do I ensure that my payee receives my payment on the due date?

Your payment will be processed on the date you provide, except on weekends and Federal holidays. Transfers are processed at 3:00 PM Central Time Monday - Friday except on Federal holidays. If you enter a payment prior to the Payment Processing Date, the payment will be processed ON the Payment Processing Date entered. If you enter a payment after 3:00 PM on the same day as the Payment Processing Date, the check will be processed on the NEXT WEEK DAY (excluding Federal holidays). Payments scheduled to occur on weekends or Federal holidays will process before or after the pay date per your specifications.

We recommend you submit payment requests using the estimated arrival date feature within business bill pay to choose your pay date. This feature will take into account the method in which the payment will be sent (check, electronic transfer, etc.). This ensures there is sufficient lead time to process your payment and get it to the payee by the due date.

Should the payment date I give on a business bill pay payment be the date the payment is actually due?

No. You need to allow time for the payment to reach your payee. We recommend you submit payment requests using the estimated arrival date feature within business bill pay to choose your pay date. This feature will take into account the method in which the payment will be sent (check, electronic transfer, etc.). This ensures there is sufficient lead time to process your payment and get it to the payee by the due date.

Payments scheduled to occur on weekends or Federal holidays will process prior to the pay date or after the pay date per your specifications. The business bill pay cutoff time to enter payments for the current date is 3:00 PM Central Time.

Why does it take a few days to process business bill pay payments?

Electronic funds transfers happen quickly, but not immediately. It may take several days for the payment to be received and processed by the payee. We recommend you submit payment requests using the estimated arrival date feature within business bill pay.

What should I do if a business bill pay payee has not posted my payment?

Please allow a few days for your payee to process your payment. If your payee has not posted the payment to your account after a few days, verify that the address for the payee is correct. Contact the payee to determine if the payment has been received. If it has not, contact business bill pay support at 1-866-579-7498 for options. Business bill pay support representatives are available from 6:30 a.m. to 1:00 a.m. Central Time, Monday through Friday.

How can I prove payments and transfers were made?

With each payment, you are given a confirmation number. This confirmation number indicates that we have received it and is used for tracking payments if a problem occurs.

Cleared payments and transfers also appear on your account’s Transaction Activity screen in business online banking. If you see Cleared in the Cleared column for the transaction, the transfer or bill payment has posted against your account.

Your monthly statement from your payee should also indicate the date and amount of the payment.

When I set up my payment in business bill pay, why didn’t it allow me to take the funds from my savings account?

Due to government regulations, you must have the funds for any business bill pay payment come from a checking account.

Can I select a default business bill pay account?

Yes, you can set a default business bill pay payment account number.

  1. Within business bill pay, go to the Options menu and select Pay From Accounts.
  2. Click on View Accounts.
  3. Choose Active Account.
  4. Select the account you want to set as your Default Pay From account.
  5. Click Submit Changes. The default account number is now set and can be verified by checking the Payments page.

How soon are the funds actually taken out of my account when I use business bill pay?

Funds will be debited from your Royal account as early as the morning after the pay date on your business bill pay payment. Always make sure that there is enough money in the account when the payment is processed on business bill pay.

Example: If you schedule a business bill pay payment prior to 3:00 PM Central Time with a pay date of Monday, then the funds will be debited from your account on Tuesday morning.

Please note that business bill pay payments are processed on week days, excluding Federal holidays.

What happens if I don’t have enough money in my account to cover a business bill pay payment?

If your account has sufficient overdraft protection to cover the payment, we'll draw against that. If funds are not available in your account at this time, a Non-Sufficient Funds (NSF), Courtesy Pay, or Uncollected Funds charge will be deducted from your account.

If this happens, the payment will be cancelled, and the payee will never receive the payment. A new payment will need to be made, or an alternate method of payment will be needed to make sure that the payee receives their payment.

What if I don’t sign up for business bill pay initially and later decide that I want to sign up?

You can sign up for business bill pay anytime you want.

  1. Within business bill pay, go to the Options menu and select Pay From Accounts.
  2. Click on View Accounts.
  3. Choose Active Account.
  4. Select the account you want to set as your Default Pay From account.
  5. Click Submit Changes. The default account number is now set and can be verified by checking the Payments page.

How do I get help with business bill pay?

Read all of the FAQs (frequently asked questions) related to business bill pay to see if they answer your questions. If you are still in need of help, you may contact business bill pay support representatives at 1-866-579-7498 from 6:30 a.m. to 1:00 p.m. Central Time, Monday through Friday.

Alerts

What are Alerts?

Alerts are electronic messages that allow Royal to communicate account information or reminders to business online banking users through email, text messaging, or your Messages within business online banking. They are triggered by conditions you select; for example a check number clearing your account, a direct deposit credit, and more.

Why use Alerts?

Once set up, Alerts allow you to keep closer watch on your accounts with no extra effort. Messages are sent automatically when conditions you have selected are met. Benefits of Alerts include:

  • Increased security - for example, you can request an Alert if your account balance reaches a threshold you specify.
  • More convenience - select your conditions and you'll automatically be updated on the specific financial activity you set up and be able to better monitor your financial account activity.

Is there a cost to receive Alerts?

Royal provides Alerts free through business online banking. You need to have access to business online banking in order to use this service. If you select to receive Alerts via email or Messages within business online banking, you will be responsible for any fees related to Internet, email, or data usage and/or availability through your service provider(s).

What are Personal Alerts?

Personal Alerts let you create a short reminder message and specify the date you wish to receive the message.

Use these Alerts as convenient reminders of any dates that matter to you such as due dates, appointments, special events, birthdays, and anniversaries. For example, set up a Personal Alert in advance of your monthly loan payment and include the actual due date and standard loan payment amount. You can also make this a recurring message.

Personal Alerts are another convenient way to help you manage your financial accounts and your life.

When are Alerts sent?

Your Alerts offer automatic notification. You don't need to wait for a monthly statement or call or visit Royal. Alerts related to account activity will be automatically sent when business online banking receives the financial information. Generally, this will be early morning each day, and whenever you sign on to business online banking. Messages not related to account activity (Personal Alerts) will be sent at 11:00 a.m.

Can I receive my Alerts as a text message?

No. Alerts are sent either to your specified work email address or your Messages within business online banking.

What Financial Alerts are available?

The following Financial Alerts can be created (based on your entered criteria):

· Balances: An Alert will be triggered when an account goes above or below a certain balance.

· Checks: An Alert will be triggered either when a certain check number clears or a check for a certain dollar amount clears.

· Other Transactions: An Alert will be triggered when a transaction type (ATM, electronic, check card) of a certain amount clears.

How do I set up or discontinue receiving Alerts?

At any time, you can make updates to your Alerts by clicking the Service Center tab, then clicking the Alerts link on the left.

Communications and Statements

How do I sign up for communications and statements?

When you accept the Terms and Conditions of business online banking, you are able to view communications and statements electronically. You can choose to receive communications only electronically, and can change your preferences at any time. You can update your preference to stop paper format or resume paper format at any time by clicking the Accounts tab, then clicking the Statements & Info link on the left, and then Preferences.

What do communications and statements consist of?

Communications are Royal documents sent to you electronically and through the mail. These include (but are not limited to) statements, tax statements, loan notices, and annual disclosures.

Please ensure that you are receiving all communications by keeping your email address current on business online banking.

As additional communications are made available, you will be able to view them electronically.

When will I receive communications and statements?

Communications will be sent out based on the timeframe of the communication. For instance:

  • Account statements will be sent by the 5th business day of the statement cycle.
  • For Wisconsin mortgages with escrow, Escrow Account Statements will be sent before March 1st each year.
  • For Minnesota mortgages with escrow, Escrow Account Statements will be sent before April 1st each year.
  • Tax Statements will be sent by the date specified in IRS regulations.
  • Other notices are sent dependent on an event that requires notification.

How long am I able to see Communication documents?

Communication documents will be retained for you for up to three years.

What if there is an error in a Communications document sent to me?

If you believe you have received a Communication in error, please call Royal Member Service at 1-800-341-9911 or email member_services@rcu.org.

How do I view Royal's Statements electronically?

Anyone with business online banking and the appropriate role on an account can view statements electronically. Simply click the Accounts tab, then click the Statements & Info link on the left. If you are a new Royal Member, you will begin seeing your statement after a statement cycle is complete (at month-end or quarter-end, depending on your statement cycle). If you are an existing Royal Member, you can view your statements for previous periods right away. Also, to view your account statements, you must be able to view the account that generates the statement. If you are not able to view a statement and you have further questions, please contact us via your Messages within business online banking, email member_services@rcu.org or call 1-800-341-9911, option 6. .

When you click on a specific statement, your statement PDF document will display in a new window. Some pop-up blockers will block the opening of this new window.

Most of today's internet browsers have a built-in pop-up blocker which prevents Royal business online banking from displaying the statement in a new window. You may need to add Royal business online banking to your pop-up blocker settings to see your statement window.

See the item “I see a message from my browser stating that a pop-up has been blocked. What does this mean?” for more information on how to allow pop-ups for a website.

What statements are currently available to be delivered electronically?

Currently statements, tax statements, loan notices and payment coupons, and annual disclosures can be delivered electronically.

How do I view Tax Statements electronically?

Simply click the Accounts tab, then click the Statements & Info link on the left, then click Tax Statements. Available statements will be displayed.

When you click on a specific tax statement, your tax statement PDF document will display in a new window. Most of today's internet browsers have a built-in pop-up blocker, which may prevent the new window with your tax statement from displaying. You may need to add business online banking (business.rcu.org) to your pop-up blocker settings in order to remedy this.

Note: Tax statements are not available to subusers. The documents are only available to the business administrator.

See the item “I see a message from my browser stating that a pop-up has been blocked. What does this mean?” for more information on how to allow pop-ups for a website.

What tax forms are currently available through Tax Statements?

Forms 1099-INT, 1099-R, 1099-SA, 1098, 5498, and 5498-SA are delivered electronically through Tax Statements.

Tax Information

When will I receive my tax information?

Tax forms 1099 and 1098 are available within business online banking by January 31 each year. You can find these forms within business online banking by clicking the Accounts tab, then clicking the Statements link on the left, then clicking the Tax Statements. If you earned less than $10 in interest on your accounts in a tax year you will not receive an interest reporting tax statement for that tax year.

IRS tax forms 5498 are mailed by May 31 each year.

Why haven’t I received any tax forms?

If you earned less than $10 in interest on your accounts in a tax year you will not receive an interest reporting tax statement for that tax year.

If you elected to receive communications electronically, your tax forms are available by clicking the Accounts tab, then clicking the Statements & Info link on the left, then clicking the Tax Statements.

If you receive tax forms by mail, the address we have on file for you may be different than your current address. To verify the address we have for you or update your address, please contact our Member Service Team via your Messages within business online banking, email member_services@rcu.org or call 1-800-341-9911, option 6.

Where can I find my tax information on business online banking?

There are two places to find tax information in business online banking:

1. You are also able to view and print several of your tax forms online. You can find these forms within eBranch by clicking the Accounts tab, then clicking the Statements & Info link on the left, then clicking the Tax Statements. If you earned less than $10 in interest on your accounts in a tax year you will not receive an interest reporting tax statement for that tax year.

2. Year to date information can be found for any account. Click the Accounts tab. Click on any account so that the Transaction Activity screen displays. Click the Account Details link at the top-right; information like Interest Paid YTD will display. Note that this information is specific to the account and is not an aggregate of interest that may be reported on your 1099.

I would like to have my tax refund direct deposited to my account, but I need Royal’s routing number and my account number. Where can I find this information?

Royal's routing number is 291880411.

If you are a business administrator, or if you are a subuser that has been giving administration rights, you can find the account numbers of your accounts by clicking the Administration tab, then clicking the Account Set up link on the left.

If you are a subuser and you cannot see the Administration tab, then you have not been given administration rights. Contact your business administrator for information.

Why is the amount on my 1099-INT higher than the interest earned on my accounts?

If you were listed as POD (Payable on Death) for an Royal account, the beneficiary interest for the portion of funds you received after the date of death would have been added.

Business Mobile Banking

Can I use the web browser on my mobile phone or mobile device to access business online banking?

Business mobile banking is the simple, convenient and secure way to access your Royal Credit Union business accounts. It allows you to check balances, transfer funds, and pay bills on the go! It’s simple, convenient and secure.

With business mobile banking you have access to:

· Account Overview – be able to view Royal business online banking accounts

· Business bill pay – pay bills online

· Cross Member transfers – transfer money to different Royal accounts

· Search transactions – sort transactions by date, amount, or description

· Loan applications – apply for an Royal loan

· Locating us - get directions to nearby offices and ATMs

· Contacting us - Member Service will provide you with the information and support you need

Business mobile banking is FREE and SECURE.


If you prefer to use full business online banking on your mobile device, from mobile web, click on the View Full business online banking link.

Can I use text messaging (SMS) on my mobile phone to access business online banking?

Text Messaging Access for businesses is a service that Royal has discontinued with the upgrade to business online banking. Business online banking can be easily accessed from your mobile phone via apps or mobile web. See the question “Can I use the web browser on my mobile phone or mobile device to access business online banking?” to find out how!

Can I use the full Royal website and full business online banking from my mobile phone or mobile device?

Yes. While business mobile is optimized to give you the best experience on your mobile device, there may be times you need to use the full Royal website or full business online banking. For this reason we have placed links on the bottom of the mobile web page to View Full Website and View Full business online banking.

Will the web browser on my mobile phone or mobile device work to access the full business online banking website?

While our full business online banking solution was not designed with Mobile browsers in mind, most functions work normally on modern mobile browsers. Just like full online banking, for best experience, we recommend that you keep your mobile browser updated.

Why is business online banking not working for me on my mobile phone or mobile device?

This is a broad question that has many possible solutions. Below are the most frequent ways to address this problem.

  1. If you cannot see business online banking at all, verify that you can get to other websites. If you cannot, then your connection to the Internet, your Internet Service Provider or the Internet is experiencing problems at this time. You should try again later.
  2. Verify that you know your sign-on ID and password and that you are typing it correctly.
  3. Review the information about cookies on the Royal website to determine if your browser is set up correctly to handle cookies.
  4. Many issues that occur are not specific to mobile devices, so be sure to read through the other business online banking FAQs (frequently asked questions) to see if they help you to a resolution.
  5. If you have not found an answer to your problem, contact Royal Member Service by email at member_services@rcu.org or by phone at 1-800-341-9911. Please provide your browser, browser version and operating system information as well as the details of your problem.
    To find your browser and operating system, use this link:www.useragentstring.com.

How do I get the free Royal Business mobile app for iPhone®, iPad®, or iPod Touch®?

Visit RCU.org on your iPad, iPhone, and iPod touch and choose Business. There is a direct link to the app from there.

How do I get the free Royal Business mobile app for AndroidTM devices?

Visit RCU.org on your Android device and choose “Business”. There is a direct link to the app from there.

Contacting Royal Credit Union

How can I contact Royal Credit Union?

You may send a message to Royal Member Service by using the Messages function within business online banking, by emailing your question to member_services@rcu.org, or by calling Royal Member Service at 1-800-341-9911.

What information will I need when I send a message to or call Royal Member Service?

You'll need to make sure you include the following information:

· Your name

· A description of the problem

· Your operating system

· Your browser

· Approximate date and time the issue occurred


To find your browser and operating system, use this link:
www.useragentstring.com

iPad, iPhone, iPod touch, iTunes, Mac OS and Safari are trademarks of Apple Inc., registered in the U.S. and other countries. App Store is a service mark of Apple Inc.

Android and Chrome are trademarks of Google Inc.