Online and mobile banking FAQs

How do I set up online banking?

1. From our homepage, click on Sign In. 
2. The Welcome section will expand; from there, click on Register for Online Banking and then Register my individual account.
3. Read and accept the prompted disclosures. 
4. Provide information to confirm your identity. 
5. Choose a username. 
6. Choose to receive your temporary password by email or text. 
7. Enter the temporary password to authenticate your identity. 
8. Create a new password and confirm it. 
9. Confirm your contact information. 
10. Get started with Online Banking! 

What if I forget my password?

Go to the Desert Financial homepage, click Sign In and then select Forgot Password. Provide your username and Social Security Number, then follow the instructions provided.

How do I log in for the first time?

To enroll, simply click Sign In on the home page, then select Register. On the next page, you will be asked for your member number, Social Security Number, full name, date of birth and zip code. Your member number can be found displayed prominently on the paperwork you received when you opened your Desert Financial account.

What if I get an access error logging in?

If you receive an error message while attempting to log in to Online Banking from a work computer, please check with your system administrator regarding your proxy/firewall settings. If you are experiencing a different error or need assistance after checking your system administrator and proxy/firewall settings, please contact us at (602) 433-7000.

How often do I need to use my Online Banking login to keep it active?

You need to log in to Online Banking or the Desert Financial mobile app at least once every 90 days to ensure your login stays active. Keep in mind this only applies to your Online Banking login information; any Desert Financial accounts you have are separate and will remain open. You can always re-register for Online Banking to enjoy the benefits of managing your finances anytime, anywhere.

What if I’m using Bill Pay? Will my Online Banking login still be deactivated due to inactivity?

If you haven’t logged in for over 90 days but use Bill Pay on an ongoing basis, your login will remain active.

What do I do if my Online Banking login is deactivated due to inactivity?

You can re-register for Online Banking anytime to regain online access to your Desert Financial account. You’ll need to choose a different user ID than the one you first registered with. Once you regain access, you’ll be able to view statements from periods when you didn’t have an active login.

Will I be notified if my Online Banking login is at risk of being deactivated due to inactivity?

Yes. We’ll send you two email notifications leading up to login deactivation (one 30 days prior and another at least one week prior) to give you the opportunity to log in and keep your current credentials.

What will I see in my account history?

You will see transactions that have been made in your checking, savings, money market and loan accounts. Account history includes such details as the date, amount, description and account balance. You can review all transactions posted within the past two years.

Can I make principal-only loan payments via Online Banking?

Yes. Principal-only loan payments can be made for all loan types within online banking.

What features can I look forward to in Online Banking and the app?

Online Banking and the app will have the following new features:

• PayItNow: Send money to anyone using their phone number or email.
• Biometrics: Log in with Face ID or fingerprint TouchID.
• Snapshot: View your balances in the app without logging in to the app.
• Money management: Set budgets, manage transactions and set savings goals.
• Tiered authority for business: Gives employees specific permissions within Online Banking.
• 2 Factor Authentication: Set up 2FA so you’ll have the highest security.

What’s the difference between banking online and in the app?

The only difference is that you can deposit checks through the Desert Financial app, but you cannot deposit checks via Online Banking.

How do I get started with banking in the app?

1. Download the app via the Apple Store or Google Play.
2. Log in with your Online Banking username and password and go through a one-time verification process.
3. Enjoy!

What is my username and password for the app?

The username and password you created for Online Banking will be the same for the app.

Which accounts can I access in the app?

You can access your savings, checking and loan accounts in the app. You may also be able to view savings certificates and retirement accounts.

Does the app work on all mobile operating systems?

Supported mobile OS:

• Google Android - versions 9.0 or higher
• Apple iOS - last two major releases

What happens if I change my phone number?

As a security precaution, you will not be able to receive alerts or use text banking until you verify your phone number in settings.

How do I sign up for eStatements?

You can sign up for and access eStatements in Online Banking or the app. You can also call us at (602) 433-7000 for assistance.

How do I locate direct deposit/ACH payment account information?

On desktop:

1. Select the account you want information for from the Dashboard screen.
2. Select the Account Details tab.
3. Scroll down to the Direct Deposit and ACH Transactions Account Number section.

On mobile:

1. Select the account you want information for from the Accounts screen.
2. Select Show Details at the top right of the screen.
3. Scroll down to the Direct Deposit and ACH Transactions Account Number section.

How can I view my balance using the Snapshot feature on the mobile app?

After you download the Desert Financial mobile app and successfully sign in, you have the option to enable the Snapshot feature to view account balances at a glance without having to log in. Just click on More in the lower right, then Settings > Snapshot and switch the feature on. For your protection, however, you would be prompted to fully log in to view any account details like your transaction history and to perform transactions such as transferring money or paying bills.

How can I set up Bill Pay?

Our bill pay system allows account holders to set up one-time or recurring payments for utilities, credit cards, insurance, tuition and much more. Log in to Online Banking, click Pay and Transfer, then Pay Bills, and follow the prompts to set up a new payee by entering information such as the company name, account details and address of where the payment will be sent. Then, choose whether to make a single payment or set up a recurring payment using autopay. You’ll even have the option to set up monthly payment reminders to ensure you never miss a payment!

Where is the Card Manager feature and what can I do with it?

On desktop:

1. Hover over Manage Accounts
2. Select Manage Debit Cards
3. Select the card you want to manage

On mobile:

1. Select More at the bottom right of the screen
2. Select Manage Accounts
3. Select Manage Debit Cards
4. Select the card you want to manage

With the Card Manager feature, you can:

• Set up daily spend limits for your debit card to help you stay on budget.
• Lock and unlock your debit card.
• Order a replacement card if your card is lost, stolen or damaged.
• Choose a new card design.
• Set a travel notification.
• Get information on managing your PIN.

How do I lock and unlock my card (card manager)?

With the card manager tool, you have the power to temporarily lock and unlock your debit card to prevent unauthorized use until you find it.

In Online Banking:

• Select Manage Accounts, then Lock Debit Cards.
• Select your card and look for the Lock Card toggle.

On the mobile app:

• Select More, then Manage Accounts, then Lock Debit Cards.
• Select your card and look for the Lock Card toggle.

How do I set up and/or manage my alerts?

You can set up new alerts and manage current alerts under the Support menu in online and mobile banking.

How long will it take for my alerts to become active?

Alerts are active right away, but alerts are not sent in real time.

What is the difference between alerts and text banking?

Text banking can only be used for viewing account balances. Alerts are notifications about account activity that you set up within the app and Online Banking.

How can I dispute a charge on my account?

You can initiate a dispute by logging into Online Banking, hovering over Support and selecting Disputes.

What is the difference between an External Transfer Account and an External Account (view only)?

• External Transfer Account: If you’re enrolled in Online Banking, you can transfer funds to or from accounts you hold at another financial institution using the External Transfers feature. You must be an owner on both accounts.
• External Account (view only): If you’re enrolled in Online Banking, you can view account balances and information for accounts you have at another financial institution from your Desert Financial Online Banking profile. You must be an owner on both accounts.

How do I add an external account (view only)?

1. Log in to Online Banking.
2. Go to Settings (Hint: Click on your name in the upper right-hand corner).
3. Click the Accounts tab.
4. Click Link an External Account.
5. The Add Account window will display.
6. Click Add an external account to view balances and transactions.
7. View and respond to the disclosure.
8. Click Continue.
9. The Link Accounts window displays. Select a financial institution from the Most Popular Sites list or search for one in the Institution name field.
10. The Log in to Your Account window displays. Enter your credentials to log into your account.
11. Click Confirm.
12. The Log in to Your Account window displays a screen asking for a verification code. You will automatically receive a verification code via your preferred contact method in your Online Banking contact settings.
13. Enter the code you received into the Please enter the verification code sent field. (Hint: You have 110 seconds to enter the code.)
14. Click Next.
15. The Congratulations! You have successfully linked your account(s) window displays.
16. Click All done.

Why can’t I transfer money from external accounts?

This requires additional security. Please follow the steps to set up an external transfer account.

Where do I see external accounts?

The Balances and Transaction History will appear on your Dashboard and Accounts page. You can also set it up to show in your Mobile Snapshot.

What if I do not see my external accounts right away?

Sometimes, the connection from another bank or credit union may need additional time. We recommend that you log out and back in.

Can I personalize my external accounts?

Under Settings —> Accounts, you can edit Nicknames, Order and Color — just like any other account you see in Online Banking.

Can I delete an external account once I add it?

Yes. Under Settings —> Accounts, you can manage all of your accounts.

What happens if I change my username or password at the other financial institution?

You will need to update the information within Online Banking under Settings —> Accounts. The previously synced balance and transactions will still show. This change can also be done from the dashboard or accounts widget.

How do I set up an external transfer account (transferring funds)?

1. Log in to Online Banking.
2. Click on Pay and Transfer.
3. Click on Transfer Money.
4. Click Add Account.
5. The Add Account window displays.
6. Select Add an account instantly if you have your credentials to sign into another external account or select Manually Add Account to use your account and routing number.
7. If you’ve chosen to Add an account instantly, you can search for the institution using the search bar. Once you’ve found your institution from the list, click Continue.
8. The Log in to Your Account window displays. Log in to your external account with your credentials.
9. You will automatically receive a verification code via your preferred contact method in your Online Banking contact settings.
10. Enter the code you received into the Please enter the verification code sent field. (Hint: You have 110 seconds to enter the code.)
11. Select the accounts you would like to transfer to.
12. Click Continue.
13. Read and accept the Terms & Conditions.
14. Click Connect.
15. You will be taken back to the Add account window where you will be asked to select which Desert Financial account(s) you would like to use for transfers. Select your chosen account and click Submit.
16. The Congratulations! You have successfully linked your account(s) window displays.
17. Click All done.

If you choose the Add an account manually option, complete the fields as follows:

*If adding a Money Market, choose Savings.

1. Click Save.
2. The Verification needed window displays. Click email or text to choose a verification code delivery method.
3. Click Send code.
4. Once you receive the verification code by text or email, enter it into the Enter code field.
5. Click Verify. (Tip: Your verification code will expire after 10 minutes.)
6. The Confirm your External Account message window displays.
7. Click OK.
8. Once you return to your Dashboard, you will see an actionable alert reminding you to confirm your trial deposits to finish linking external accounts.
9. Once two trial deposits are received (this may take up to three business days) in your external account, you can confirm them in Online Banking by clicking the Confirm button on the actionable alert or by going to:
   • Settings
   • Accounts tab
   • Scroll down to ACH Accounts
   • Click Confirm next to the account
   • The Confirm trial deposits window displays and reads as follows:
     
     “As a security measure, we sent two transactions of different amounts to account #_______ at _______. It may take up to three business days for those transactions to appear in your account.
     
     We ask you to confirm the transaction amounts to ensure you’re the owner of this [Financial Institution] account.”

To complete the trial deposits, complete the fields as follows:

Once completed, click Confirm and the external account will now show in the transfer to or from drop-down menus in Transfers.

How long does an external transfer take?

An incoming transfer is an electronic transfer of funds from an external account to your account at Desert Financial. Incoming transfers can take up to five business days to complete after the transfer date.

An outgoing transfer is an electronic transfer of funds from your account at Desert Financial to an external account. Outgoing transfers can take up to five business days to complete after the transfer date.

Why does my Transfer History in Online Banking still say pending even if I have received the money at my other financial institution?

The Online Banking transfer activity status does not track the actual outgoing external transfer transaction progress, and may not show as completed for up to five business days after your transaction. View your account history to track the transaction’s progress.

Can I set up recurring external transfers?

Yes.

Does it cost money?

There is no fee to send or receive money via an external transfer; however, you should check with your other financial institution to determine if they charge any fees associated with the transaction. Please note that if an outgoing ACH payment (external transfer) is returned or unable to be processed, a Returned ACH Fee may apply, as outlined in our fee schedule.

What are the transfer cutoff times?

Same-day external transfers initiated on a business day prior to 3 p.m. MST will be processed that day. A business day is defined as Monday through Friday, excluding federal holidays. Same-day transfers initiated after 3 p.m. on a business day, over the weekend or on a federal holiday will be processed on the next business day.

My deposit did not make it to the other bank.

Confirm that five business days have passed and that the account and routing numbers are correct. If yes to both, please send a secure message to Desert Financial through Online Banking.

Can I set this up to make a deposit into another person’s account?

No. For your security, this should only be set up for accounts in which you are a member on both accounts.

Can I send to a bank or credit union in another country?

No. This cannot be set up for financial institutions outside of the U.S.

How to request data removal from OLB and App for Google

How do I delete my Online Banking account?

There are two ways to delete your digital banking account. You can:

1. Call us at (800) 456-9171.
2. Send a letter addressed to Desert Financial Credit Union, P.O. Box 2945, Phoenix, AZ 85062.

What data will be deleted from Desert Financial Mobile?

Protecting your data is extremely important to us! That’s why the following data will be deleted with your Online Banking account:

• Personal information: This includes personally identifiable information like your name, email address, phone number and more.
• Transaction history: All transaction records within the app will be deleted.
• App usage data: Any information about how you use the Desert Financial Online Banking app will be deleted.