Online Banking
and Mobile Banking

TDECU Digital Banking Frequently Asked Questions
 

Which browsers are currently supported when accessing digital banking on a desktop computer?

For the best experience, please use one of the following secure browsers when accessing digital banking on your PC or Mac:

• Microsoft Edge
• Mozilla Firefox
• Google Chrome
• Safari

Please note that we support the current browser version, plus the two previous versions. For more information on the browsers we support, please review our Digital Banking Technical Requirements page.

Which operating systems are currently supported when using the TDECU Digital Banking app on my iOS or Android device?

For the best experience, please make sure your mobile device is running the latest operating system. We currently support the following versions for Apple and Android:

• Apple iOS 13.x and above
• Android 8.x and above

For more information on the operating systems we support, please review our Digital Banking Technical Requirements page.

Can I notify TDECU of my upcoming travel plans through the digital banking app?

Yes! For TDECU credit cards, you can use the Manage Cards feature, located under the Service Center option on the main navigation menu. Simply select your credit card and click on Travel Notifications.

For debit cards, you can send us a secure message to notify us of your travel dates. Please make sure to notify us at least two business days before your departure. You can also call the number on the back of your card to notify us of your upcoming travel plans.

Does TDECU offer a Person to Person (P2P) payment system?

TDECU offers Zelle for our Members to transfer money between trusted family and friends. Learn more about Zelle.

What do I need to enroll in Digital Banking?

To complete your enrollment, please have the following ready:

1. Your Member Number
2. A Government-Issued ID– such as a Driver’s License, Passport, Residency Permit Card, Temporary Visa or State ID
3. A phone with a camera
4. A phone and/or computer to access the enrollment page

How do I enroll in Digital Banking?

Enrolling in Digital Banking is simple and secure. Follow these steps to get started:

1. Select Enroll Now – Find this option under the login fields on either our website or mobile app


2. Enter Required Details:
   
   • Member Number (not your account number)
   • Last Name
   • Username – Choose your desired username
   • Password – Set your password, then click Continue


3. Verify Your Identity:
   
   • Enter your mobile number, and we’ll send you a verification code
   • Type in the verification code to proceed
   • Enter the last four digits of your Social Security Number (SSN or ITIN).


4. Complete Document Verification:
   • If using a desktop, scan the QR code with your mobile phone
   • Follow the prompts on your mobile to upload your identification:
     
   • Select ID Type and scan the front and back of your ID
   • Upload a Selfie to verify your identity

** Photos may not be accepted with poor lighting, poor positioning, or excessive camera motion. Quality issues may result in the “Take Photo” button disappearing **



5. Optional – Choose Remember Me to save your login preference.


6. Success – You’ll receive a message confirming your enrollment. You’re now ready to log in and access your account.
   

** In some situations, based on our security algorithms designed to protect your account, you may be asked to verify your identity before updating your password.

How do I manage my secure delivery targets (SMS and Voice) once I am on the Digital Banking platform?

1. Select Settings from the top navigation bar and select the Security Preferences tab.
   


2. Select the option for Secure Delivery.
   


3. You will be prompted to enter a Secure Access Code to access this tile.


4. You can add a number by clicking on Add Contact.
   • Please note you will need to receive a Secure Access Code to the number you are adding as a delivery contact.
     


5. You can edit or delete by clicking the icons next to the number.
   

How do I manage my security alerts/notifications on the Digital Banking platform?

1. Select Settings from the top navigation bar and select the Security Preferences tab.


2. Select the option for Security Alerts.


3. Verify Your Identity – Choose how you’d like to receive your secure access code


4. Enter the Code – Once you receive the secure access code, enter it into the designated field


5. Review the Security Settings and enable or disable the ones you want to use by clicking the toggle button. Please note that the ones that cannot be toggled on and off are required. You can add an email, text or voice number as well as edit your delivery preferences for your Secure Access by clicking the Edit Delivery Preferences tab in the top right corner.

How can I reset/change my Digital Banking password?

A) If I am not logged in and forgot my password

1. Click Forgot Password – This option is located just below the login fields on our website or mobile app


2. Enter Your Username – Type in your username and click Submit
   


3. Verify Your Identity – Choose how you’d like to receive your secure access code


4. Enter the Code – Once you receive the secure access code, enter it into the designated field


5. Create a New Password – Set your new digital banking password, and you’re all set

** In some situations, based on our security algorithms designed to protect your account, you may be asked to verify your identity before updating your password.

B) If I am logged in and want to change my password

1. Log into Digital Banking.


2. Navigate to Settings and select Security Preferences.
   


3. Select Change Password.
   


4. Verify Your Identity – Choose how you’d like to receive your secure access code


5. Enter the Code – Once you receive the secure access code, enter it into the designated field


6. Create a New Password – Set your new digital banking password, and you’re all set

How can I recover my Digital Banking username if I’ve forgotten it?

If you've forgotten your username, you can recover it by following these steps:

1. Select Unlock/Forgot Password – This option is at the bottom right of the login page on our website or mobile app


2. On the Account Recovery page, select Forgot Username


3. Enter the following details:
   
   • Member Number (not your account number)
   • Last Name
   • Mobile Phone Number


4. Click Continue


5. Verify Your Identity – Choose how you’d like to receive your secure access code


6. Enter the Code – Once you receive the secure access code, enter it into the designated field


7. Confirmation – You’ll see a message confirming successful username retrieval. Your username will also be sent to the mobile number on file

** In some situations, based on our security algorithms designed to protect your account, you may be asked to verify your identity before updating your password.

How do I change my username if I am logged into Digital Banking?

1. Log into Digital Banking.


2. Navigate to Settings and select Security Preferences.
   


3. Select Change Username.
   


4. Verify Your Identity – Choose how you’d like to receive your secure access code


5. Enter the Code – Once you receive the secure access code, enter it into the designated field


6. Follow the prompts to change your Username.

How can I unlock my Digital Banking account if I’m locked out?

If you’ve been locked out of your account, you can unlock it by following these steps:

1. Click Unlock/Forgot Password – This option is located at the bottom right of the login page on our website or mobile app


2. On the Account Recovery page, select Unlock


3. Enter the following details:
   
   • Member Number (not your account number)
   • Last Name
   • Locked Username


4. Click Continue


5. Verify Your Identity – Choose how you’d like to receive your secure access code


6. Enter the Code – Once you receive the secure access code, enter it into the designated field


7. Confirmation – You’ll see a message confirming that your account has been successfully unlocked

** In some situations, based on our security algorithms designed to protect your account, you may be asked to verify your identity before updating your password.

Why I am I being prompted for additional information when I log in to Digital Banking?

To keep your account safe, if TDECU determines that your login attempt is considered high risk, you will be prompted to complete additional identity verification steps.

Those steps may look like those below.

Scenario A)

Scenario B)

What is the process for enrolling a business user in Digital Banking?

To enroll as a business please visit a TDECU Member Center or contact Member Care at 800-839-1154.