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Online Banking FAQs

Get answers to common questions related to myBranch Online Banking and the myBranch mobile app. Topics include enrollment, log in, security, and support.
myBranch

Enrollment


Log In

Security


Support


eStatements



Enrollment


How long does it take to enroll in myBranch?

The myBranch enrollment process will take only a few minutes to complete.


What will I need to enroll in myBranch?
You will need the following information to enroll:

  • Most recent Security Service statement
  • Primary savings account number (can be found on your Security Service statement or membership card)
  • Social Security Number/Taxpayer Identification Number
  • Birthdate
  • Street address and ZIP code (as printed on your statement)
  • Mobile Banking Users - Your mobile banking user name and password


What happens if I make a mistake during the myBranch enrollment (such as putting in the incorrect account number or password)?

If you make a mistake in the myBranch enrollment process, do not worry. The system will allow you a few tries to enter in your account information and will securely verify your answers. If you have any questions during the myBranch enrollment process, you may call our Member Contact Center at 1.800.229.0158 for assistance.



Where can I find my account number?

Your account number is printed at the top of your Security Service statement or on your Security Service membership cards.

 


Log In


How do I log in to myBranch once I enroll?
You can log in to myBranch on the ssfcu.org homepage by clicking on the gray Log In box on the right side of the screen.


What if I experience issues with my user name or password?

If you are having issues with your user name, please call 1.800.229.0158 for assistance.

If you forget your password, you have the option of resetting it from the myBranch Login page:
  1. Click the Forgot Password? link below the Password field
  2. Enter your User Name and CAPTCHA details in the fields provided, then click Next
  3. Confirm your Email Address in the field provided and click Request Security Code
  4. Enter the Security Code that is emailed in the field provided and click Submit
    (If you did not receive an email containing a Security Code, check your email spam folder)
  5. Enter the correct Security Answer in the field provided and click Submit
  6. Enter your new password and click Reset Password
  7. Select Log In to access your account

What if my account is locked?

Upon entering your User Name and Password incorrectly several times, you receive the notification Account Locked. Follow these steps to reset your account access.
  1. Click Unlock My Account button located below the Account Locked alert
  2. Enter your User Name and CAPTCHA details in the fields provided, then click Next
  3. Confirm your Email Address in the field provided and click Request Security Code
  4. Enter the Security Code that is emailed in the field provided and click Submit
  5. (If you did not receive an email containing a Security Code, check your email spam folder)
  6. Enter the correct Security Answer in the field provided and click Submit
  7. If you also wish to change your password, select the I would like to reset my password checkbox)
  8. Click Submit
  9. (If you selected the I would like to reset my password checkbox, you will instead click Next, enter the correct Security Answer in the field provided and select Submit. Then, enter your new password and click Reset Password)
  10. Select Log In to access your account
  11.  

If you are unable to complete the unlock procedure after several attempts, you will need to call 1.800.229.0158 to unlock your account.


 


Security


How secure is myBranch?

Security Service has always taken steps to protect all of our member’s personal information and myBranch is no exception.  There are several new security features including stronger password strength and stronger user name requirements.
Additional security tips for online banking:

  • Remember to Log Out of myBranch after each use
  • When viewing your statements in myBranch, please close statements before exiting myBranch
  • Do not share your user name or password
  • When asked to Remember this computer, only click Yes if you are using a trusted device



What happens if my computer is stolen?

Since myBranch is a browser application and is not stored on your computer, your banking information inside myBranch is secure. If your computer is stolen and you are concerned about the security of your account information, please call our Member Contact Center at 1.888.415.7878 and they will be able to assist you.

 


What happens if my identity is stolen?

Security Service takes every step possible to protect its member’s personal data. To learn more about identity theft and steps that can be taken to prevent or resolve it, please visit our Security page on Identity Theft.



What happens if my account is hacked?

If you believe that there has been unauthorized access to your myBranch account, please call our Member Call Center at 1.888.415.7878 for assistance.



How does the bank know it is me online?

During the myBranch enrollment process, you will be required to enter information only you know, including your account number, your user name, and your Call Plus Access Code if you have one. You may be asked to answer security questions referencing your account. You will also set up new security questions during the myBranch enrollment process to verify your identity.



Why did I get logged out of myBranch?

After your myBranch session has been inactive for an extended period of time, myBranch will automatically log you out. You will receive a pop-up window with a 30-second warning before this occurs.


 


Support


Are there any special software, browser, or system requirements to enroll in or use myBranch?

There is no special software required to enroll in or to use myBranch, but there are browser and operating system requirements.

myBranch supports Windows Vista, Windows 7-8.1, and Mac 10.3-10.7. Please use the latest versions of major web browsers. Compatibility testing is ongoing for Internet Explorer 11, Safari 8, Firefox 36, and Chrome 40. We currently support Internet Explorer (versions 9 & up), Safari (versions 7 & up), Firefox (versions 10 & up), and Chrome (versions 17 & up). If you encounter issues in any of these browsers (especially Firefox), please disable plug-ins and try again.

 


Is there a fee for using myBranch?

myBranch is a free online banking service available to all Security Service members.

Note: Fees may apply for certain transactions in myBranch (e.g., stop payments on checks, official check requests, etc.)



What is the Card Management Portal?

Card Management Portal is a free service, provided by Security Service Federal Credit Union and accessible within myBranch, that allows members to view their credit card transactions and statements online. Additionally, it provides information on requesting balance transfers, using Travel Center, and setting-up automatic payments (some exclusions may apply).



Can I download my transaction history to my computer?

You can download transactions in 3 formats: Quicken, QuickBooks, and Comma Separated (QFX, QBO, and CSV).

 


Can I link my account to Mint or other types of personal financial management tools?

Yes. Please visit your personal financial management tool provider for further instructions.
If you are a Quicken user, please follow the instructions in the Quicken section.



Why can't I see my Security Service accounts in Mint?

Personal financial management (PFM) tools such as Mint, Pageonce, and Yodlee need time to adjust after your accounts migrate from CompuBranch to myBranch. For more information, please contact your PFM provider.



Why can’t I view my statements?

If you're using Internet Explorer 10, you may have issues viewing your statement. To remedy this, click the wrench icon at the bottom right of the screen and click "view" on the desktop. If you cannot see the wrench icon, follow these steps:

  • On a tablet, swipe your finger from the bottom to the top
  • On a touch screen, right click anywhere on the page

 


Can I automatically import my transactions into Quicken and QuickBooks?

As Security Service completes its transition to myBranch, you will need to modify your Quicken settings to ensure the smooth migration of your data. To complete these instructions, you will need your myBranch user name and password.
It is important that you perform the following instructions exactly as described and in the order presented. If you do not, your service may stop functioning properly. This conversion process should take 15-30 minutes.

For Windows Users:
Task 1: Conversion Preparation

  • Back up your data file. For instructions to back up your data file, choose Help menu >Search. Search for Backing Up Your Data and follow the instructions.
  • Download the latest Quicken Update. For instructions to download an update, choose Help menu >Search. Search for Checking for Updates to Quicken and follow the instructions.

Task 2: Activate Your Account(s) at Security Service

  • Log in to myBranch
  • Download your transactions to Quicken.
  • Ensure you associate the account to the appropriate account already listed in Quicken. You will want to select Link to an existing account or Use an existing Quicken account and select the matching account in the drop-down menu.

Important: Do not select Create a new account or Create a new Quicken account. If you are presented with accounts you do not want to track in this data file, select Ignore – Don't Download into Quicken or click the Cancel button.

  • Repeat Steps 2-3 for all of your accounts.

Note: If you have not set up your Quicken account correctly, you will receive an error in your Quicken program.
Thank you for making these important changes!

 

For Mac Users:
Task 1: Conversion Preparation

  • Back up your data file. For instructions to back up your data file, choose Help menu >Search. Search for Backing Up, select Backing up data files, and follow the instructions.
  • Download the latest Quicken Update. For instructions to download an update, choose Help menu >Search. Search for Updates, select Check for Updates, and follow the instructions.

Task 2: Activate Your Account(s) at Security Service

  • Select your account under the Accounts list on the left side.
  • Choose Accounts menu >Update Selected Online Account.
  • Click List menu > Select Security Service FCU.
  • Click Continue.

Note: Select Quicken Connect for the Connection Type if prompted.

  • Enter your User Name and Password for myBranch.
  • Click Continue.
  • In the Choose your Accounts screen, ensure you associate each new account to the appropriate account already listed in Quicken. Under the Action column, select your existing account, and each additional account you wish to download into Quicken Essentials.

Important: Do NOT select "ADD" under the Action column.

  • Click Continue.

 


eStatements


How do I sign up for eStatements?

If you have an Online Banking account:

  1. Log in to Security Service Online Banking.
  2. Click on the Statement Preferences tab.
  3. Update your email address, if needed. This is the email address that will receive your statement notifications.
  4. Select eStatement, and click Save.

If you do not have an Online Banking account:

  1. Sign up for Security Service Online Banking.
  2. Click on the Statement Preferences tab.
  3. Update your email address, if needed. This is the email address that will receive your statement notifications. 
  4. Select eStatement, and click Save.



Are eStatements secure?

Yes. In fact, eStatements are more secure than paper statements, because they cannot be lost or stolen from the mail. Your eStatement can only be viewed by signing in to your secure, password-protected online banking account.



How will I know when my new eStatement is ready?

We will send an email to the email address we have on file for your online banking account.



What if I decide I want to receive paper statements again?

You can simply log in to your online banking account, go to the Statement Preferences tab and select Paper to resume receiving paper statements.



I can already see my statements in online banking. Why do I need to sign up?

It's true that you can view your statements in online banking, but unless you go to the Statement Preferences tab and select eStatement, you will continue to receive a paper statement. In addition, you need to select eStatement in order to begin receiving the email notifying you that your eStatement is ready.



What Security Service statements are available in eStatement format?

Consumer and commercial statements for the following types of accounts are available as an eStatement:

  • Savings
  • Checking
  • CD
  • IRA
  • Debit card
  • Loans (except credit card and mortgage)

The following statements are not available as eStatements at this time:

  • Credit Card
  • Mortgage

myBranch Mobile App Terms and Conditions

myBranch Mobile is compatible with:

  1. Phone 3GS, iPhone 4, iPhone 4S, iPhone 5, iPod touch (3rd generation), iPod touch (4th generation) and iPod touch (5th generation).
    • The app requires iOS 4.3 or later and is optimized for iPhone 5.
    • Android operating system version 2.2 or later.
  2. Already a Bill Pay user? All of your settings are in place, so enroll into myBranch Mobile and continue using your Bill Pay service.