We've compiled answers to help you with some of the common questions asked by Members. You can view these questions by category below. If you are unable to find an answer to your question, please feel free to contact us and we will be glad to assist you.
If you're looking for information about the new digital banking service, it can be found here.
Your Member number is your savings account number. The reason it is also called a Member number is because your savings account (or share account) establishes your membership with LSCU, and must remain open while you're a Member.
Your Member number is used when enrolling in services such as digital and mobile banking, the online payment center, and automated phone banking. It is also your main savings account number.
Your checking account number is used for sending or receiving money through direct deposit, wire transfers, and bill-payments or for making payments online or by phone.
There are a few ways to find your account number:
You can also contact our Member Service Center by phone or chat to verify your Member number, checking account number, or loan number.
A text message and/or pre-recorded voice call may be sent to your mobile device when there is a suspicious transaction(s) identified. Simply reply to the text to confirm whether or not you recognize the transaction(s). If you do not recognize the transaction(s), you will receive a text asking you to call 888-918-7313 for further assistance. There will be a block placed on your card to protect you from further fraud until you call us. If you reply to the text that you recognize the transaction(s), your card will remain available for use.
If you do not reply to the text within 30 minutes, a pre-recorded voice call may be attempted to your mobile device and home number listed on your account. If you receive a pre-recorded call, please listen to the prompts provided to review and respond to the validity of each transaction that is presented during the call. An email will also be sent to the address on file to confirm transactions on the account. You can also call us at any time to validate the transactions or if you have any concerns about the message you received.
SMS stands for Short Message Service and is also commonly referred to as a “text message.” With a SMS, you can send a message of up to 160 characters to another device. Longer messages will automatically be split up into several parts. Most mobile phones support this type of text messaging.
There’s no need to register for automated fraud alerts. As a member of Lone Star Credit Union you are automatically eligible to receive fraud alerts via SMS, phone or email. Please make sure to review and update your contact information so that you will receive alerts should there be any suspicious transactions on your account.
There’s no cost to use the automated fraud alerts service. Lone Star Credit Union pays for all costs associated with sending and delivering the SMS fraud alert messages to your mobile device. This service is provided to you free of charge.
Yes! Your security is our first priority! Our fraud alert messages will simply ask you to reply Y or N to confirm charges. We will never ask for your account number, card number, PIN number, or any other personal information via text message. If you ever receive a text message asking for any personal or identifying information, please do not respond. Call Lone Star Credit Union at 214.327.9367 immediately to report the fraudulent text message.
You will still receive automated fraud alerts via phone and email. A text messaging plan is not required, but is a great way to receive fraud alerts about your Lone Star Credit Union account.
SMS fraud alerts will come from 919-37. You may want to save this number in your contacts with a name you will recognize for future alerts. We recommend ‘CU Fraud Alerts’. Fraud alert messages sent from this number will also be labeled with Lone Star Credit Union’s name.
Please update your contact information as soon as possible so that alerts will be sent to the proper number on file. You will still receive alerts on your home phone number or email, if that information is on file. Accurate contact information is important so that we can reach you in the event we identify suspicious transactions on your account.
Most SMS messages have a maximum length of 160 characters per message. Some alerts may require multiple messages to provide you with all the necessary information. All SMS messages are paid by Lone Star Credit Union and you will not be charged for any text message alerts.
To opt-out of text alerts, simply reply STOP to any text alert. You will no longer receive fraud alerts via SMS message. You may also opt-out by calling the number provided on the back of your card and asking to be opted out of Automated Fraud Alerts messages.
If you recognize all of the transactions present in the fraud alert. Simply reply “Y”, to confirm the activity as valid. Your card will automatically be unblocked and no further action is required. You may now complete any purchases that may have been declined.
No. Commands can be sent as upper-case, lower-case or a mixture of both.
You can easily order checks whenever you need them by going to Harland Clarke's website. When your place an order, you'll have the option to chose your preferred style and any other needed products like checkbook registers. You can also order customized checking deposit slips if desired.
Debit cards are reissued at the beginning of the month that the current card expires. You should receive your card around the middle of the month.
You can change your PIN number by calling 1.866.985.2273 anytime.
Spending limits are a tool used to reduce potential loss from fraud activity. Should your card be lost, stolen, or card information compromised, the spending limit puts a "maximum" on the amount of funds criminals could use in one day. If you need to make a large purchase using your debit card, just let us know prior to using your card and we may be able to temporarily raise the limit.
Yes, if you are traveling out of the United States. For travel to another city or state, you do not need to call ahead.
Yes. Whether you are traveling abroad or making an international purchase online, please call our Member Service Center before using your card to make the transaction. This helps us continue our fraud prevention efforts, and allows us to verify that your card has not been compromised.
Will I have to re-enroll in digital banking?
Yes, it’s an easy 2-step process that includes added security through multi factor authentication (MFA). You may register on a desktop or mobile device using our new app. The good news is you only have to register once. The same username and password will be used on a desktop and on your mobile device.
What information will I need to enroll?
You will need your account number, social security number, and date of birth. You will then go through the MFA process where a verification code will be sent to the email address on your account record.
Steps to Enroll:
Can I use my checking lookup number to enroll?
No, the account number, also known as the Member number, must be used to enroll.
What should I do if I don’t receive the email with my verification code?
You should call the Member Service Center at 214.327.9367.
What if I have multiple Primary Accounts?
All accounts that are linked to your Social Security Number will be visible through one username and password. When you log in, you will see all your primary accounts.
What if I am a Joint Owner on other accounts?
All Members, primary and joint, can now create a digital or mobile banking log in for their Social Security Number. Primary and joint accounts will all be visible under your unique log in username.
Is there a way to customize my view to only see the account(s) I am primary on?
Absolutely. Please see the Customize the Dashboard section in the Digital Banking Guide to learn how to create a group, edit a group, hide or unhide accounts and rearrange accounts.
What web browsers are supported for the best desktop experience?
Chrome, Edge, and Firefox are the recommended browsers.
What is mobile banking?
Mobile banking is a service that allows you to perform banking transactions from your mobile device.
What devices can be used with mobile banking?
iOS and Android devices can be used with the LSCU app.
I have a prepaid mobile plan; can I use mobile banking?
Mobile banking works with most prepaid plans; however, we cannot guarantee that your carrier is supported. Message and data rates may apply.
Will I have to download a new mobile app?
Yes. The new mobile app is available in the App Store and Google Play Store. You will need to unistall the previous app before downloading the new app.
Is there a charge to use mobile banking?
No, LSCU mobile banking is free.
Where do I go to transfer money, make a mobile deposit, or set up alerts in mobile banking?
Click the red plus sign at the bottom or your App, or click the dots next to each of your accounts on the Accounts tab.
Will I need to enroll for Mobile Deposit?
No, there is no enrollment process for mobile deposit. Once you are enrolled in digital banking and accepted the Terms and Conditions, you have access to mobile deposit.
When will mobile deposits made through the LSCU App be available?
Mobile deposits are posted hourly Monday - Friday between the hours of 8:00 am – 5:00 pm. Holidays are excluded.
What accounts can mobile deposits be made to?
A mobile deposit can be applied to any savings, checking or loan account.
How do I enable Face ID?
From the More menu in the app, select App Settings and turn the Enable Face ID on.
Can I open new accounts in digital and mobile banking?
Yes, you can open a checking, money market, holiday savings, or special savings account as a sub-account on any account that you are a primary or joint owner on.
If I open a Share through Digital Banking, how do I add my joint owner or POD?
You will receive a follow up email regarding your new account opened through Digital Banking. This email will ask you to call LSCU to add joints or POD’s and the form will be sent via DocuSign. If you do not add your joint or POD, then the account will default to Single Party account without a beneficiary.
If I open a Checking account through Digital Banking, how do I get a debit card?
A debit card will be mailed to you within 7 to 10 business days. If you come into LSCU before 3:00pm we can print it for you there.
Can I apply for a loan in digital and mobile banking?
Yes, simply click the plus sign to take you to the Apply for Loan option.
If I update my address will it update my joint owners address?
No, our system is Member centric and will only update the owner’s information that is signed into Digital Banking.
Can I transfer money in digital and mobile Banking?
You can make the following type of transfers:
Please see the Digital Banking Guide for complete instructions on how to make transfers.
How do I transfer money to another Lone Star CU Member in Digital or Mobile Banking?
Before you can transfer money to another Lone Star CU Member, you must first set up the person as a “Contact”. For complete instructions on how to do this and make the transfer, please see the Digital Banking Guide.
How do I transfer money to someone at another financial institution?
Before you can transfer money to someone at another financial institution, you must first send that person an invite using by using their email or cell phone number. That person will then have to approve the invitation and provide their account number and financial institution’s routing number. Please see the Digital Banking Guide for instructions on how to transfer money once the invitation has been accepted.
Can I initiate a transfer on an account that I am a joint owner on?
No. A transfer must be initiated by the Primary Account Owner.
Can I use my Courtesy pay through Digital Banking?
No, Digital Banking does not allow you to draw your account negative.
How much transaction history will I be able to see?
Transaction history will go back for two years.
Is the chat feature within digital banking communicating with a live person?
No, this is a chat bot to assist you with account balances, transfers and more.
Will I be able to manage my debit or credit card through digital or mobile banking?
Yes, limited functionality such as blocking or unblocking your debit card temporarily is available.
Do I need to keep the LSCU Cards App?
Yes, extended functionality for both debit and credit cards, such as travel alerts, disputes, and more are offered through the LSCU Cards app.
Why can’t I order checks through Digital Banking?
If your account is assigned to our Self-Service Branch (0007), Harland Clark does not recognize this branch and you will receive an error during the ordering process. You will need to call LSCU to order your checks.
Will my current online banking/Mobile alerts be lost?
Yes, any alerts created in the previous online banking or mobile app will be lost. It’s simple to set up Alerts in the new platform. See the Digital Banking Guide for complete instructions.
When and how will I receive alert notifications?
Real time alert notifications will be sent to either your email address or cell phone depending on the option you selected when setting up the alert. If you opted to receive text notifications, your alerts will be sent from 833.836.5787. If you opted to receive email notifications, your alerts will be sent from email@example.com. If you doubt the authenticity of an alert you receive, verify the alert is one you set up in your digital or mobile banking.
Each Digital Wallet provider have different setup requirements. Please refer to the setup instructions from your selected provider.
There is no charge for using a Digital Wallet. A Digital Wallet does require your mobile device to be on an active data plan. Depending on your mobile provider, additional charges and fees may apply. Your LSCU Debit/Credit card terms and conditions as well as account agreement will apply for purchases.
Apple Pay, Google Pay, Samsung Pay, Fitbit Pay, & Garmin Pay are for use in participating stores and mobile applications. Look for a Digital Wallet provider icon at the merchant checkout.
Digital Wallets are supported by most Apple, Android, Samsung and other smart phones. Please check to see if your mobile device is compatible.
For Apple devices, you can use the “Find my iPhone” app to locate it, remotely lock it, or erase all the data on it. For Android devices, you can use the “Find my Device” app to remotely lock the phone. Information on an Android device can also be secured by logging into your Google account in the security section “your devices” and managing your devices.
When you add a Debit and/or Credit card, the number on your cards is replaced with a secure device number referred to as a token. That token is used to submit the payment to the merchant rather than your actual card number(s).
Credit card account information is accessible through the credit card portal. Users can view their card balances, available credit amount, and recent transaction history.
No, you can access your account through the credit card portal. Enrolling in Digital Banking simply allows you to view your credit card information with your other LSCU accounts and eliminates the need for multiple logins.
First, you’ll need to log in to Digital Banking. Next, you’ll make a transfer from your LSCU Checking to your LSCU Visa. Once the transfer has been submitted your payment is complete.
IMPORTANT: Making a payment to your credit card in Digital Banking will not cancel a recurring payment. If you have a recurring payment set-up through the credit card portal, this will continue automatically unless you manually cancel it.
Yes, you can make a payment on your credit card by setting up an automatic transfer from another LSCU account. Begin by selecting "Manage/View Transfer" and then clicking on the "add" option. In the set-up box, choose the "recurring" button option. Input your transfer information including account numbers, amount, transfer date, and end date (or click the "no end date" option). To ensure an on-time payment, you’ll want to set the transfer amount to be more than, or equal to, your minimum payment. Once the information is complete, select “OK”. Review your transfer to ensure the information is correct, and click on submit to set-up the recurring payment.
IMPORTANT: Making a payment to your credit card in the Digital Branch will not cancel a recurring payment. If you have a recurring payment set-up through the Visa online account website, this will continue automatically unless you manually cancel it.
You can cancel a recurring transfer in the Digital Branch by selecting "Manage/View Transfers” under the "Make a Transfer" tab. To cancel altogether, click "delete" under the scheduled transfer you wish to end. To change your transfer amount or date, click "modify" and submit your changes
You will need to log in to the credit card portal to make a payment from another financial institution. Click “Make Payment.”
You will need to log in to the credit card portal. Click “Make Payment.” Click the "Enroll" link, then agree to the terms and conditions, and then add your bank routing and account numbers. Review your payment and finally authorize the recurring payment.
To cancel a recurring payment to your Visa, log in to the credit card portal and select "Make Payment." Select "Unenroll" and submit.
To view your statement, log in to the credit card portal. If you have not set up your online Visa account, you will need to enroll as a new user. Once logged in select Statements and Activity then View Statements. (Member must be enrolled in eStatements to view online. Only statements produced after the date of enrollment will be view-able.
A chip card - also called a smart card or an EMV card - is a debit or credit card that contains a microprocessor that enhances the security of cards during point-of-sale transactions.
These cards, already in use in much of the world, use a security standard originally developed by Europay, MasterCard and Visa (EMV) as a way to fight card fraud resulting from theft, skimming and counterfeiting. The EMV technology has been adopted by the other major card brands and issuers.
Yes, your chip card can be used virtually anywhere Visa Debit Cards or Visa Credit Cards are accepted in the U.S. and around the world. To use your chip card:
1. Start the payment process by swiping your card, just as you do today. If the terminal is chip-enabled, you’ll be prompted to insert your card. Insert your card, face up and chip end into the chip-enabled terminal.
2. Leave the card in the terminal during the entire transaction.
3. Follow the instructions on the screen and either sign your name or enter your PIN as needed. Be sure to remove your card and take your receipt when the transaction is complete. Some terminals will make "beep-beep" sound when your card is ready to be removed.
If a merchant isn’t using a chip-enabled terminal yet, you will ‘swipe’ your card to make your purchase, just as you do today. Chip cards will continue to have the magnetic stripe on the back, allowing them to work in regular terminals.
Insert your card into the terminal and follow the instructions on the screen. Depending on the type of ATM, you might be prompted to reinsert your card. Leave the card in the ATM until the transaction is complete and the card is released, and then remove your card. A PIN is needed for ATM transactions. If the ATM is not chip-enabled, simply use your card as you would at any other ATM.
Making purchases online or by phone doesn’t change … just provide your card information as you have done in the past.
When used at a chip-enabled terminal at the point of sale or an ATM, a small computer chip embedded in the card adds a new layer of protection against unauthorized use and counterfeiting. Information programmed into the chip is personalized for your account and each transaction generates a unique code that can’t be used again. This makes it harder to counterfeit a card or to use it fraudulently for in-store purchases.
While chip cards won’t prevent the types of large-scale data breaches that have hit some merchants, they do make it extremely difficult to produce counterfeit cards from that stolen data.
No. Chip cards contain no tracking information.
The chip contains information about a cardholder’s account and the card expiration date. It also generates a unique code for every transaction when used with a chip-enabled terminal at the point of sale.