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Welcome to the Troubleshooting area. Here you can get
information and suggestions for problems you may be experiencing.Click on a problem
below for information and suggestions related to that problem.
If this area does not provide the information you are looking for, select the feedback option in the menu to the left, and complete the form. |
- What if I forgot my Password?
- What if I forgot my Sign-On ID?
- Why do I occasionally get an ALERT screen?
- When I sign in, I am immediately presented with an ALERT screen saying I have performed an illegal activity.
- I'm "Locked Out". What do I do?
- I've requested an Account to be added, but it doesn't show up in my Accounts summary.
- The information in my register doesn't appear to be up-to-date.
- There is a transaction in my Register that I do not recognize.
I’ve scheduled a transfer and it has not been made, what do I do?
- Problem #1
- What if I forgot my Password?
- Recommendation:
- Login to online banking with your sign-on id. Then click the “Forgot your Password?” link. Follow the steps to retrieve your password and a new randomly created password will be emailed to the email address you have saved in the system.
If you have difficulties please contact Heartland Credit Union during business hours at 651-451-5160 or 800-813-9185.
- Problem #2
- What if I forgot my Sign-On ID?
- Recommendation:
- If you have forgotten your Sign-On ID for the Online Banking Service, please contact Heartland Credit Union at 651-451-5160 or 800-813-9185.
- Problem #3
- Why do I occasionally get an ALERT screen?
- Recommendation:
- Heartland Credit Union Online Banking will automatically log you off if you have remained idle for a period of time. This is done in case you have forgotten to log off the system. If you are idle on a particular page for a while, the system may interpret this to mean that you have left the system and will subsequently log you off. When you request your next page, you will be presented with the ALERT screen and you will need to log back into your account.
- Problem #4
- When I sign in, I am immediately presented with an ALERT screen saying I have performed an illegal activity.
- Recommendation:
- This is most commonly caused by your browser not being configured to accept cookies. You should be aware that
Heartland Credit Union Internet Banking depends on cookies to verify your identity after signing in. If you've disabled cookies from within
your browser, or if you are running third-party software that intercepts or deletes cookies, you will not be able to use
Heartland Credit Union Internet Banking to manage your accounts. With Microsoft Internet Explorer, you have the option of ordering your browser
to disable all cookie use, to accept all cookies, or to alert you every time a cookie is offered. Then you can decide
whether to accept one or not. If you have your cookies disabled, you will be presented with an ALERT page whenever you
attempt to Sign-on. If you chose to be prompted every time a cookie is offered, you will get a number of dialog boxes
after signing in asking whether you want to accept the cookie. If you answer yes to these dialog boxes, you will be
allowed to use the system. If you answer no to any of these dialog boxes, you will be presented with the ALERT page.
To change how your browser deals with cookies, please refer to the Browser’s Help function.
- Problem #5
- I'm "Locked Out". What do I do?
- Recommendation:
- Please contact Heartland Credit Union at 651-451-5160 or 800-813-9185 for assistance.
- Problem #6
- I've requested an Account to be added, but it doesn't show up in my Accounts summary.
- Recommendation:
- When you request an account to be added, it will usually show in your Accounts summary the next time you sign on. Occasionally, it may not appear until the next business day. If the account doesn't show up in your Accounts summary page after one business day, send a message via the online banking mailbox. Click on the "Message" link at the top of your online banking screen, then select "compose a message." Or call Heartland Credit Union at 651-451-5160 or 800-813-9185 and the matter will be researched.
- Problem #7
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The information in my register doesn't appear to be up-to-date.
- Recommendation:
- Online Banking is updated each morning with posted transactions from the night before. Transactions made on weekends and holidays will not post to your account until the next business day.
If you feel that an item has cleared but is not showing in your register, please contact Heartland Credit Union during business hours at 651-451-5160 or 800-813-9185.
- Problem #8
- There is a transaction in my Register that I do not recognize.
- Recommendation:
- If there is a transaction in your register that you don't recall making or creating, send a message via the online banking mailbox. Click on the "Message" link at the top of your online banking screen, then select "compose a message." Please specify the transaction information and the issue will be researched by our staff or call Heartland Credit Union at 651-451-5160 or 800-813-9185.
- Problem #9
- I’ve scheduled a transfer and it has not been made, what do I do?
- Recommendation:
- Scheduled transfers are completed at 5:00 AM M-F for accounts with available funds. If you believe there was an error in your scheduled transfer, send a message via the online banking mailbox. Click on the "Message" link at the top of your online banking screen, then select "compose a message." Or call Heartland at 651-451-5160 or 800-813-9185 and the issue will be researched.
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