This information page describes in general terms how your personal information is collected and used within the online banking section of our site. The online banking area of the site is the area of our website that requires you to use your Member ID and Personal Access Code (PAC) to enter.
Controlled Access to your Information
To ensure that you are the only person accessing your personal financial information, we restrict access to the online banking section of the site by requiring that you enter your Member ID and PAC to login. Only you know your PAC. Our employees do not have access to your PAC, and they will not ask you to reveal it. If someone does ask you to provide your PAC to them, we ask that you refuse to do so and contact us immediately.
By nature, our Internet banking site has many transactional functions such as transfers between accounts and bill payment functions. These transactions are all logged to ensure that your accounts are debited or credited appropriately, and a history of each transaction is available to verify your account information. We store and use your transactional information in the same fashion as if you performed the transaction at a branch or through any other service channel.
We may also use transactional information for servicing your account — for example, billing you for the particular transactions that you perform, or for the services that you use.
Creating a Secure Channel
We create a secure channel between your browser and our server to protect your information when you use the site. To learn more about how we do this, please review our information on Internet Security.
To provide you with a convenient method for applying for loans and mortgages, or for purchasing other financial services products such as Registered Savings Plans, we may provide secure online application forms. These forms capture personal information that we use to provide you with the products and services you request. This information is processed in a similar way to application forms received through our other channels.
Website Usage Statistics
To continually improve our site, we often collect statistics about how our members are using it. These usage statistics are only viewed in the aggregate and are not associated with you as an individual. We use this information for purposes such as improving the pages where our members are having difficulties.
The information collected may include your IP address, your browser type and your operating system, as well as data such as the number and types of pages visited, and the length of time spent per page and on the site overall.
We also use a key web technology called cookies. A cookie is a small information token that sits on your computer. As you use this site, cookies are passed back and forth between our server and your browser.
Specifically, we use two kinds of cookies — session cookies and persistent cookies. A session cookie exists only for the length of your browsing session and is deleted when you close your browser. A persistent cookie is a cookie that stays on your computer after you close your browser. A persistent cookie may or may not expire on a given date.
We use a session cookie to maintain the integrity of your online banking session. With each page that you visit, the cookie is passed back and forth between our server and your browser. We use the cookie to distinguish your session from the many others that may be happening at the same time. Our session cookies never store any personal information, such as your name, or date of birth, or financial information, such as your accounts and balances.
We may use persistent cookies to (i) provide you with a customized experience by recording your preferences; (ii) gather statistical information such as average time spent on a page; and (iii) to show you targeted marketing information about us when you visit other websites. The data gathered provides us with information on how we can improve the design, content and navigation of our website.
Most recent browser versions allow you to set some level of control over which cookies are accepted and how your browser uses them. For example, it may be set to notify you when it is receiving a cookie so that you accept cookies from only known, reliable sites such as this one. If you are concerned about cookies, we encourage you to upgrade your browser to a recent version and review the Help section of your browser to learn more about its specific control features.
Memorized Accounts Feature
We use a persistent cookie to store information to help you personalize the site and to make it easier to use. For example, we allow you to make the login easier by remembering your login information within our Memorized Accounts feature. Since the Memorized Accounts feature is optional, this cookie only contains information that you have entered into it. We never store your Personal Access Code (PAC) in a cookie.
To ensure that no-one else can access your personal information, always use the logout button to end an online banking session. It is located at the top of every page. When you exit using the logout button, we delete your session cookie so that your session cannot be resumed unless your Member ID and PAC are re-entered.
Automatic Session Time-outs
In the event that you leave your computer without logging out, the online banking feature of this site has been designed to end your session automatically if our system detects that you haven't provided any instructions or used the browser buttons to navigate for several minutes. To restart the session, you will need to provide your PAC again.
To communicate with us electronically, we strongly recommend that you use our Contact Us feature. This feature provides a secure channel for sending us comments, questions or instructions.
General email is not secure since it passes through many points on its route from you to us. If you are using general email to communicate with us, we strongly recommend that you do not include personal financial information (such as account numbers) within the email as we cannot guarantee its confidentiality en route to us.
When you email us your comments, questions or instructions, you provide us your email address and we use it to correspond with you. We then store your email and our replies to you in case we correspond further.
Links to Other Sites
Our site may also contain links to other websites or Internet resources. As an example, from time-to-time we may provide links to Microsoft or Netscape to assist you in upgrading your Internet browser. However, we have no control over these other websites or Internet resources and do not control their collection, use and disclosure of your personal information. Always review the Privacy Statements of the sites that you are viewing.
App Permission During Installation
Below is a list of what permissions the TCU Financial Group app will request. On an iPhone device a user can decline the requests individually and only be impacted in the defined areas. On an Android device all permissions must either be accepted or declined. If a user declines all then the app will not load.
- “Access Camera” permission is used by the app to deposit a cheque via mobile deposit capture, store a custom profile picture and background.
- “Access Location” permission is used by the app to accurately locate the nearest ATM or branch in the “Find Us” feature.
- “Call Permission” is used to automatically call the user’s preferred branch by tapping on the phone number in the “Find Us” feature.
- “Read Contacts” permission is used to set up new Interac e-Transfer® contacts and send an Interac e-Transfer®. Only the device contact information a user confirms is readable by Interac.
- “Internal Storage” permission is required to view, share and download PDF files from the mobile app to a user’s device.
- “App Activities” uses mobile app interaction data for analytics on usage and crash information for the current app version. We also monitor application stability using the crash logs to make ongoing improvements. Data collected on app activities, information and performance is completely anonymous and aggregated – individual users are not identifiable.
What we do to protect you
Our digital banking system has industry-leading security capabilities, including robust fraud prevention, cyber security features and high-risk transaction protections to ensure that your transactions are secure while data is transmitted between your device and our banking server.
We use 256-bit TLS encryption on our desktop website and mobile app, enabling you to easily and securely complete banking transactions on your phone, tablet or computer.
Controlled account access
You have complete control over your account access and only you know your sign-in credentials, username and password. Our employees do not have this information, nor do they require it from you. Never share your account information with anyone.
To prevent unauthorized access, repeated failed attempts to login to your account will result in access being disabled. To unlock your account you must contact Memberline.
One Time Passcodes
Certain activities related to online banking will require extra verification through one-time passcodes. Please ensure that your mobile phone and email are up to date with TCU FInancial Group to ensure best functionality of this safety feature.
Online security is a joint responsibility between TCU Financial Group and our members. We need to work together to keep you safe. Observing basic security measures can greatly enhance your convenience and online safety.
- Do not provide account or personal details in email, the message center in online banking provides a secure and confidential way to communicate with us online.
- Know what is happening in your account, setup alerts within online banking to notify you about large account transactions. It is a great way to be made aware of any suspicious or unauthorized activity.
- Do not follow links from emails to your financial institution’s website. Type in the address or use a bookmark you know to be accurate.
- Be wary of messages designed to pressure you in to action…”your account has been closed”, “our security department has locked your account”
Practice proper password management
- Use strong, unique passwords, avoid re-using passwords from other sites and services you use.
- Choose a password that is memorable for you, but not easy to guess, and avoid using personal information like phone numbers, birth dates, your pet’s name, etc.
- Don’t use the auto-save function for user names and passwords on your browser/device. Consider using protected password management software or another secure system for storing passwords.
- Never share your password with anyone, no TCU staff will ever ask you to share your password or personal verification questions and answers.
- Be sure to sign out and close your browser at the end of each session.
Protect your computer/device
For optimal site functionality, improved performance and navigation, as well as safeguards against hackers and cyber attacks, we recommend using the latest supported browsers. Updating your browser to the latest version will ensure the best experience while using our services. Supported browsers include:
Windows and macOS
- Apple Safari
- Google Chrome
- Mozilla Firefox
- Microsoft Edge
- Apple Safari on iOS
- Google Chrome on Android
Additional Safety Measures
- Keep your anti-virus/threat protection software up to date and use a firewall
- Keep your computer or smartphones operating system up to date
- Download apps from official app stores (Google Play, Apple store etc).
- Ensure your computer/device has password protection
Report an incident
If you notice suspicious activity on your account, or if you believe that your personal or financial information may have been compromised, please call us immediately.
Reaching out to us as soon as possible will help to ensure the security of your account. Contact Us>
We welcome any questions or concerns about your privacy relating to use of our website. Please contact us to submit your questions or comments.
As we continue to expand our online banking service to serve you better, and as new Internet technologies become available, we may update the information on this page at any time, to reflect changes.