Alert:

 The Greenville branch ATM is temporarily out of service. Please use a fee-free Allpoint or CO-OP ATM during this time. 

Young woman turned back smiling (1)

FAQs

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.

Questions by Topic: 

 

Account Numbers

What's a Member number?

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. 

Checking Account Number vs. Member Number

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. 

How do I find my account number?

There are a few ways to find your account number:

  • your savings account number, or Member number, can be found on your eStatements in digital banking
  • your checking account number can found on the bottom of your checks after the routing number (311079869)

You can also contact our Member Service Center by phone or chat to verify your Member number, checking account number, or loan number. 

Automated Fraud Alerts

How does it work?

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.

What is an SMS text?

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.

How do I register?

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.

How much does it cost to use this service?

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.

Is this service safe and secure?

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.

What if I do not have text messaging?

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.

What number will the fraud alert come from?

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.

If my mobile number changes, what do I do?

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.

Why do I receive multiple messages with Pg 1/2, Pg 2/2?

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.

How do I opt-out of text 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.

What happens if the transaction in question in the fraud alert is legitimate?

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.

Are the text commands case-sensitive?

No. Commands can be sent as upper-case, lower-case or a mixture of both.

Checking

How do I order checks?

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

My debit card expires at the end of this month, when will I receive my new one?

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.

I forgot my PIN number, how do I change it?

You can change your PIN number by calling 1.866.985.2273 anytime.

Why is there a spending limit on my debit card?

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.

If I am traveling do I need to place a note on my debit card?

Yes, if you are traveling out of the United States. For travel to another city or state, you do not need to call ahead.

I want to make a purchase out of the country, do I need to notify the credit union?

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.

Digital Banking

Enrollment

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:

  • Go to lonestarcu.org and click Enroll.
  • Enter your Account Number, Social Security Number and Date of Birth and click Continue.
  • Enter a Username and Password of your choice using the required specifications listed.
  • Agree to the Terms and Conditions.
  • Complete the reCAPTCHA (I’m not a robot) process and click Submit.

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.

  • If you have multiple Member numbers where you are the primary owner, all accounts will now appear behind a single username.
  • If you are primary on one account and joint on another, both accounts will appear behind a single username.
  • If you are only a joint Member, you can have your own username and password to see that account.

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.

Mobile Banking

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.

General FAQs

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:

  • Internal: Move money between your Lone Star CU accounts
  • External: Move money to or from your Lone Star CU account to or from your account at another financial institution
  • Contact: Send money to a friend (Person to Person) using an email or text message

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.

Alerts FAQs

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 214.239.3176. If you opted to receive email notifications, your alerts will be sent from info@lonestarcu.org. If you doubt the authenticity of an alert you receive, verify the alert is one you set up in your digital or mobile banking.

Digital Wallets

How do I add my LSCU Debit and/or Credit Card to my Digital Wallet?

Each Digital Wallet provider have different setup requirements. Please refer to the setup instructions from your selected provider.

Is there a charge for using a Digital Wallet?

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.

Where can I use my Digital Wallet?

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.

What devices support Digital Wallets?

Digital Wallets are supported by most Apple, Android, Samsung and other smart phones. Please check to see if your mobile device is compatible.

What happens if I lose my mobile device?

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.

Does my mobile device store my Debit and/or Credit card number?

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 Cards

How do I access my LSCU Visa card account?

Credit card account information is accessible through the LSCU Online Branch. Users can view their card balances, available credit amount, and recent transaction history. To enroll in online banking, just give our Member Service Center a call and they will be happy to assist you.

Do I have to enroll in online banking to access my Visa credit card account?

No, you can access your account through the online Visa Credit Card website. Enrolling in the Online Branch simply allows you to view your credit card information with your other LSCU accounts and eliminates the need for multiple logins.

How do I make a payment on my Visa card from my LSCU Checking?

First, you'll need to log in to your Digital Branch. 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 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.

Can I set up a recurring payment to my credit card within the Digital Branch?

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.

How do I cancel a recurring payment/transfer within the Online Branch?

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

How do I make a payment on my credit card from an account at a different financial institution?

You will need to log in to the online Visa Credit Card website to make a payment from another financial institution.  Click "Make A Payment" under the "Payments" tab.

How do I set up automatic payments for my Visa card?

You can set up your credit card to be paid automatically by calling 1.866.583.5196, or by logging into the online Visa Credit Card website and creating a recurring monthly payment.

How do I cancel a recurring payment on the online Visa account website?

To cancel a recurring payment to your Visa, log in to the online Visa Credit Card website and select "Payments" and then "Make A Payment".  Under the Automatic Payments tab, click Cancel All Automatic Payments. 

Where can I find my monthly statement?

To view your statement, log in to the online Visa Credit Card website. 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.

Online Payment Center

Loan Payments

Make your LSCU loan payment using another checking or savings account, debit card, or credit card through our secure Online Payment Center. If you are making a payment from your LSCU account, please transfer your payment within online banking.
 
Please note: Payments made through the online payment center will post 1-3 business days after the payment is submitted. Your payments may not exceed $1,500 per entry. If you would like to setup recurring payment from another financial institution, please give us a call at 800.588.6928.
 

LSCU Visa Credit Card Payments

Make a payment to your LSCU Credit Card by logging into digital banking or your Online Visa Account. Credit Card payments cannot be made in the Online Payment Center.
  

Important Messages:

  • If you receive an error message stating "Accounts Unavailable" please log out and register again with a new user ID.
  • Effective 07/01/2017, we are no longer able to accept Visa Credit Cards in the Online Payment Center. VISA has changed their Card Acceptance Guidelines to exclude VISA Credit Cards as a means of payment on a debt (loan). The changes to the guidelines only limit the use of VISA Credit Cards for debt repayments and does not impact the use of VISA Debit Cards for debt repayment.
EMV Chip Technology

What are chip cards?

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.

Can I use my chip card anywhere?

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.

What if the merchant (store) doesn't have a chip-enabled machine?

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.

How do I use my chip card at an chip-enabled ATM?

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.

Does this affect online purchases also?

Making purchases online or by phone doesn’t change … just provide your card information as you have done in the past.

How does the chip technology work to prevent fraud?

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.

Will chip cards prevent data breaches?

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.

Can cardholders be tracked with their EMV cards?

No. Chip cards contain no tracking information.

What information is on the chip?

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.

What happens if my chip card is lost or stolen?

  • You need to report a lost or stolen debit card promptly by calling the number listed on the back of your card.
  • Replaced cards will be issued with new account numbers.
  • Don't forget you will need to update any automatic payments with your new numbers.