Help

Here is a list of frequently asked questions to assist you. If you cannot find answers to your questions, please contact us and we will be glad to help!

Topics At A Glance

Cal Coast Online

Login & Registration

Is my Cal Coast Online username and password secure?

Yes, your username and password is secure while it is being transmitted over the Internet.

How do I sign-up for Cal Coast Online?

Signing up for Cal Coast Online is easy! Simply click on the Sign Up link above and follow the instructions to choose security questions, select a security phrase and picture. As part of the quick registration, a temporary one-time passcode will be sent to the email address which you've entered. This passcode will expire in 30 minutes. If you don't have an email address, you may activate your online banking service by calling (877) 495-1600 or visiting a branch for assistance.

What are the password requirements for Cal Coast Online?

  • Is case sensitive
  • Must not be the same as your account number or username
  • Must be between 8 and 20 characters long
  • Must contain atleast 1 number
  • Must contain at least one special character !#$%^&?*+=
  • Must contain only letters, numbers and these special characters !#$%^&?*+=

How do I change my security questions?

Click "MyProfile" and then select "More Details" This is where you can change your security questions, username, password and security phrase.

How do I change my security phrase and picture?

Click "MyProfile" and then select "More Details." This is where you can change your security picture, security phrase and security questions.

How many invalid password attempts are allowed before I am locked out of Cal Coast Online?

If you enter more than 6 invalid login attempts, you will be locked out of Cal Coast Online. If you lock yourself out you must call our Member Service Center to be reset at (877) 495-1600.

Accounts

How do I add an asset or liability?

Under the "Accounts" tab sub-menu "Account Summary" located at the bottom of the page, you'll see "Assets and Liabilities." If they are not displayed, go to "Options" and click on "Show Assets and Liabilities." To add or remove assets or liabilities, click on the "Add" or "Edit" icon and follow the steps.

How can I change my account names?

Click the "Edit" icon to the left of the account you are viewing on the "Accounts Summary" page. Here, you can give it a nickname, make notes and set goals.

Can I show only specific accounts?

Yes. Click the "Edit" icon to the left side of the account you are viewing on the "Accounts Summary" page and mark the account as a favorite. Next, click "Options" on the main accounts screen and select "Show only favorite accounts." If they don't appear immediately, refresh your browser.

Alerts

How do I set up a customized alert?

To customize your alerts, click "eAlerts," then click on "Add Alert" in the secondary navigation row. Next, select the alert type, name your alert, and fill in the information needed including your email address or cellular phone email address (See "Can I receive alerts via text?" section below).

How do I remove an alert I no longer want?

Click "eAlerts," select the alert. From there, uncheck the "Email" and/or "Text" options to remove your email or cellular phone email address and then click "Save."

How often can I receive an alert?

You decide when you want to receive alerts. They can be sent to you throughout the day, in the mornings, as a weekly summary on Mondays, or as a monthly summary on the first of the month.

What alerts are available?

There are alerts for all sorts of scenarios. Click the eAlerts tab where you can create alerts for sign-ins, password changes, balance notifications, ATM transactions, loan payments, statements and more!

Can I receive alerts via text?

Yes. Click "eAlerts," Then select "Add Alert" in the secondary navigation row. Next, select the alert type, name your alert and fill in your email address or cellular phone email address.* Your cell phone email address is your 10-digit cell phone number @ your provider's address. See a few examples of provider addresses below. If your provider is not listed, please contact them directly.

Please do not enter any spaces, dashes or parenthesis when entering your cellular phone email address.

Example: 8585551212@vtext.com.

  • AT&T/Cingular
    [10-digit phone number]@txt.att.net
  • Bell Atlantic
    [10-digit phone number]@message.bam.com
  • Bell South
    [10-digit phone number]@sms.bellsouth.com
  • Boost
    [10-digit phone number]@myboostmobile.com
  • Cellular One
    [10-digit phone number]@phone.cellone.net
  • Comcast
    [10-digit phone number]@comcastpcs.textmsg.com
  • Midwest Wireless
    [10-digit phone number]@clearlydigital.com
  • Nextel
    [10-digit phone number]@messaging.nextel.com
  • Qwest
    [10-digit phone number]@qwestmp.com
  • Sprint
    [10-digit phone number]@messaging.sprintpcs.com
  • T-Mobile
    [10-digit phone number]@tmomail.net
  • US Cellular
    [10-digit phone number]@email.uscc.net
  • Verizon
    [10-digit phone number]@vtext.com
  • Virgin
    [10-digit phone number]@vmobl.com

*Some cell phones have character limits, so you may not see the entire content of the message. Check with your service provider to determine if data and text messaging rates apply.

Budgets & Reports

Can I download my budget to Microsoft® Excel?

Yes. Click "Budgets & Reports" then select "Budget" to access the "Download" link. This will save your data in a CSV file that can be used in programs such as Excel.

How do I view my spending using charts?

To view your spending breakdown for a particular month, just click on the pie chart icon at the top of the monthly columns. To view your spending over time for a particular category, just click on the bar chart icon next to each Category row.

How do I set specific accounts to include in my reports?

Go to the "Budgets & Reports" tab. From here you have a few options: 1) Use the drop down and choose which account you would like to be included. 2) Click "Set Which Accounts Participate in Reports" then mark or unmark your accounts. 3) You may also go to the "Accounts" tab and click the "Edit" icon next to each individual account and make the proper selections in that window.

How do I create a budget?

To set up a budget, simply click on Reports, Budget and then the "Suggest" link and a recommended budget will appear. To set your own budget, click on a Category, then Edit and input your "Allowance" for that category.

Can I add different categories to my reports?

Yes. Simply click "Categories" in the secondary navigation row under "Reports." Next, click the green circle with a "+" sign. When adding a category, don't use spaces in the category name.

How do I change the category of a transaction?

To change a category, click "Edit" next to the transaction. Here you'll be able to change the category as well as enter any notes you want regarding that transaction.

Why would I need to "Exclude Transfers?"

With this option, you can classify categories as well as see a more realistic picture of your income vs. expenses. You can exclude these transfers from the budgeting feature.

Computer & Security

Is Cal Coast Online secure?

Yes. Cal Coast Online uses the most advanced Internet security systems available. The information is encrypted and encoded for the highest level of security. The multi-level login is another safeguard against unauthorized users accessing your data because only you know your username, password, and security questions. To take advantage of the increased security features, you'll need to update your email address in the "MyProfile" tab in Cal Coast Online. All information is transmitted to our Cal Coast Online server using Secure Socket Layers (SSL). SSL is an Internet protocol which encrypts data transmitted over the Internet. We use 128-bit SSL encryption to ensure the highest level of security.

Do I need special software to access Cal Coast Online?

All you'll need is a computer or mobile device with internet access, a web browser that supports secure socket (SSL) encryption, and a valid email address. For the best user experience, we recommend current versions of Internet Explorer, Firefox, Chrome, Safari.

Do I need to update my browser in order to use Cal Coast Online?

Maybe. For the best user experience, we recommend using current versions of Internet Explorer, Firefox, Chrome, Safari. We support IE8, IE9, Firefox 3.5+, Chrome and Safari. We don't recommend "beta" or test versions of any browser because of unpredictable results or and security issues. If you need to upgrade your browser, check your software documentation or publisher's website.

When I sign in, I cannot see anything on my account?

You will need to disable your Pop Up blockers. Usually this option is near the top of your browser window or in your internet options. Only one pop up can be viewed at a time. For information on how to disable Pop up Blockers click here or call (877) 495-1600 for assistance.

Why would I need to turn off Pop Up Blockers?

You must disable pop up blockers in your browser or firewall to use Cal Coast Online. If you're having difficulty accessing Bill Pay, eStatements, or Check Images in Cal Coast Online, your pop up blocker may be enabled. Use the following procedures to disable your pop up blocker. You may have the choice to disable pop up blockers only for Cal Coast Online, while keeping them enabled for all other web sites.

If you're still having challenges after using the tips below, please call California Coast's Member Service Center at (877) 495-1600.

Why do I have to have cookies enabled?

California Coast Credit Union uses cookies to keep track of who you are during your Cal Coast Online session. Cookies help us to ensure that we are only transmitting information to the computer that originated the Online banking session. If you have cookies disabled on your browser, you will not be able to access the Cal Coast Online product.

Dashboard

What is a dashboard?

A dashboard is a place where you can personalize your Online Banking page to display your financial information the way you want it to appear. The customized page can display your account summary, transaction history, alerts or your travel, grocery, entertainment and designer shoe budgets and more. When you first select Dashboard, you will see there are four commonly used widgets. You can add or remove widgets and adjust the layout of your dashboard by clicking and dragging each widget.

What is a widget?

A widget is a mini web-application that allows you to customize your dashboard so you can view the information that you want to see most.

How can I add a widget?

On the Dashboard page select the "Add Widget" drop-down menu to see all the available widgets. Then choose the widget you'd like to add. Log in and check out all the widgets available to you now.

Can I move the widgets?

Yes, this feature allows you to place the widgets where they are most useful to you. Simply click on the widget and drag the widget by moving your mouse around the page. Unclick when you've found the perfect spot.

Can I delete a widget?

Sure. Just click on the "X" in the top right corner of any widget.

Forgot Password

How can I log in if I forgot my username or password?

On the sign in page, click the "Forgot Password" link and follow the instructions. A valid email address is required.

If I change my password in Cal Coast Online, can I later re-use an old password?

Yes, however, as part of the security features, Cal Coast Online protects you by not allowing the usage of any of your last three passwords. Your password must be a minimum of eight characters with at least one number, case sensitive. A special character is required and you can use any of the following: ! # $ % ^ & ? * + =.

MyProfile

How do I update my address?

Click "MyProfile" and scroll down to "Profile-Home address info," click on the "Edit" icon to update address and click "Save."

How do I change my password?

Click on "MyProfile," then "Profile-Sign In Info" and click on the link for "More Details." This is where you'll click "Edit" and enter your new password. Your password must be a minimum of eight characters with at least one number, case sensitive. A special character is required and you can use any of the following: ~ ! @ # $ % ^ & ? * + =.

If you're a first time Cal Coast Online user, you may go thru a quick registration and a temporary one-time passcode will be sent to the email address which you've entered. This passcode will expire in 30 minutes. If you don't have an email address, you may activate your online banking service by calling (877) 495-1600 or visiting a branch for assistance.

Can I change my username?

Yes. Click "MyProfile," then go to "Profile-Sign In Info" and click on the link for "More Details." Here, you'll click "Edit" and enter your new Username. Your username must be a minimum of six characters and can contain numbers.

How do I change my security questions?

Click "MyProfile" and then select "More Details" This is where you can change your security questions, username, password and security phrase.

How do I change my security phrase and picture?

Click "MyProfile" and then select "More Details." This is where you can change your security picture, security phrase and security questions.

Transactions

Can I view pending transactions?

Yes. Pending transactions, which include both debits and credits, appear on the main accounts page below the "Account Summary" title.

How do I search for a particular transaction?

Cal Coast Online uses a powerful search engine making searching for what you're looking for easier and faster. Click on "Transactions" in the submenu under "Accounts." Then, you can type in search words like specific merchants, dollar amounts, "over $100," the city you visited on vacation, gas, etc.

Can I search for a specific payee?

Yes. Simply click on the logo for that payee/merchant, or type in the name of the payee/merchant in the search box. All transactions for that payee/merchant will be displayed.

How can I add a note to a transaction?

When you're in your transaction history, click on the "Edit" icon next to the transaction. Now you can add notes and denote the category for that transaction. Then refresh your browser.

How do I add categories to my reports?

Yes. Simply click "Categories" in the secondary navigation row under "Reports." Next, click the green circle with a "+" sign and enter your information. Then refresh your browser.

How do I edit the category for a transaction?

To change a category, click on the "Edit" icon next to the transaction. Here you'll be able to change the category and add notes to the transaction for future reference. Then refresh your browser.

How do I request more information about a transaction?

Simply click on the envelope icon next to the transaction. Complete the form and your question will be forwarded to our support team.

How can I turn off or turn on merchant logos?

Under "Transactions," click "Options" on the left side of the screen towards the top of your transactions. Check or un-check "Detail View."

Transfers

Why would I need to "Exclude Transfers?"

With this option, you can classify categories as well as see a more realistic picture of your income vs. expenses. You can exclude these transfers from the budgeting feature. Click on the "Budget" tab and then the "Exclude Transfers" link to view a particular budget without transfers.

How do I set up a recurring transfer?

Under "Transfers," select "Scheduled Transfer" and the "Add a Scheduled Transfer." Enter the amount you wish to have transferred, choose the account the money is coming from, the receiving account and the frequency.

Are transfers instant?

Absolutely. You'll receive immediate credit for any transfers performed on your account.

How do I make a payment to a loan or credit card?

Under the "Loans" tab, go to the sub-menu "Loan Payments," choose the type of loan payment you'd like to make from the secondary navigation row.

Bill Pay

How can I access Bill Pay in Cal Coast Online?

Log in to Cal Coast Online and click on the Pay Bills tab to get started. If you are using a supported browser, please check to ensure Javascript is enabled. Certain features used in Bill Pay will not function properly if Javascript is disabled.

Not all functions are working properly within Bill Pay?

If you are using a supported browser, please check to ensure JavaScript is enabled. Certain features used in Bill Pay will not function properly if JavaScript is disabled.

When will my payment arrive?

The payment date is now the date your bill is paid and not the date your payment is sent. The payment is withdrawn from your account on the selected Pay Date or when a payee deposits their checks. The new Payment Guarantee* of 4 days instead of 5 days protects you from late payments and fraud.

*We will bear the responsibility for any late payment related charges (up to $50) should a payment arrive after its due date as long as you scheduled the transaction in accordance with Bill Pay's terms and conditions, which are available Online upon enrollment.

Where can I get instructions on how to use bill pay?

Log into Cal Coast Online and click on the Pay Bills tab. Once there, click the Help link for useful information about bill pay.

I can't open Bill Pay. I click on the Pay Bills tab and nothing happens, or I get a "time out" message. What should I do?

This is a problem with browser cookies. Cookies must be enabled to open the Pay Bills window. Sometimes cookies get deleted, which can also cause this problem.

To solve the problem, ensure that cookies are enabled, and open Bill Pay in a new window. To do this, right-click on the Pay Bills tab (Mac users cmd-click the tab), and select "Open in New Window". This will load cookies into your browser, and the next time you use Cal Coast Online, you should not need to do this again.

I got an alert about an eBill being enabled. But I never set up that eBill. What should I do?

If the alert says the eBill is enabled, then that payee is now eligible to send you eBills. You will not receive eBills for this payee unless you specifically set up the eBill by clicking on Set Up: e-bill under the payee.

How do I use the Bill Pay demo?

Try out the Bill Pay service using our demonstration site. This site demonstrates the many convenient features of the bill pay service.

With this demo you can learn to:

  • Schedule & Make payments. (Payments are for demonstration purposes only. No real payments will be made in this demo.)
  • Set up reminders for bills
  • Check the status of payments sent
  • Review history with detailed information

Click on the "Help" tab within the Bill Pay window for more information on how to use the Bill Pay service. You will be able to view the following:

  • How do I....
  • Glossary
  • FAQ's

I tried setting up an eBill with a payee but it told me that eBills weren't available for the payee. Why not?

Vendors that support eBills (called eBillers) are only able to provide one eBill at a time. If you have set up this vendor for eBills at another financial institution, you can't set it up again at Cal Coast unless it is deactivated at the other financial institution. Your eBiller may take one full billing cycle to deactivate your old eBill. Once it is deactivated, you should be able to set it up again in the bill pay in Cal Coast Online.

Do I need special software to access Cal Coast Online?

All you'll need is a computer or mobile device with internet access, a web browser that supports secure socket (SSL) encryption, and a valid email address. For the best user experience, we recommend current versions of Internet Explorer, Firefox, Chrome, Safari.

Do I need to update my browser in order to use Cal Coast Online?

Maybe. For the best user experience, we recommend using current versions of Internet Explorer, Firefox, Chrome, Safari. We support IE8, IE9, Firefox 3.5+, Chrome and Safari. We don't recommend "beta" or test versions of any browser because of unpredictable results or and security issues. If you need to upgrade your browser, check your software documentation or publisher's website.

Why would I need to turn off Pop Up Blockers?

You must disable pop up blockers in your browser or firewall to use Cal Coast Online. If you're having difficulty accessing Bill Pay, eStatements, or Check Images in Cal Coast Online, your pop up blocker may be enabled. Use the following procedures to disable your pop up blocker. You may have the choice to disable pop up blockers only for Cal Coast Online, while keeping them enabled for all other web sites.

If you're still having challenges after using the tips below, please call California Coast's Member Service Center at (877) 495-1600.

Cal Coast Mobile

What do I need before I enroll in Cal Coast Mobile banking?

To use Cal Coast Mobile, you must know your username and password for Cal Coast Online banking, and have a valid email address on file. If you aren't enrolled, you can enroll right now by clicking on the "Sign Up" link at the top of our home page at www.calcoastcu.org.

How do I enroll

  1. Visit http://m.calcoastcu.org from your mobile browser. Select Mobile Banking and log in using the username and password you use for Cal Coast Online banking.
  2. Next - check your email for a one-time, 4-digit PIN. You'll need to add this 4-digit PIN to the end of your Cal Coast Online password to sign in to mobile banking for the first time only.

For text banking instructions, click here (click to instructions below)

If I don't have a data plan, can I use mobile banking?

Yes, if you have a phone that accepts text messages. You can enroll in SMS (text) banking through your PC. Click here for text banking sign up instructions. (link to SMS enrollment below)
Text messages on your cellular phone may incur a charge from your cellular phone service provider. Check with your cellular carrier for details.

How do I enroll if I don't have a browser-capable phone?

You can enroll in SMS (text) banking through your PC.

  1. Visit http://m.calcoastcu.org from your PC. Select Mobile Banking and log in using the username and password you use for Cal Coast Online banking.
  2. Next - check your email for a one-time, 4-digit PIN.
  3. Sign into Mobile Banking from your PC once more. You'll need to add this 4-digit PIN to the end of your Cal Coast Online password to sign in.
  4. Select "SMS" settings and enter your mobile phone number and other requested information and follow the instructions.

Which apps can I use?

iPhone®, iPad®, iPod® Touch, Android™, Windows Mobile, BlackBerry, PalmOS Treo phones and Java applications are supported. If your mobile device is eligible to download an app, a message will appear on your phone that says "For a richer experience, download the mobile app to your phone." Just click or touch download.

Why do I need a one-time PIN when I first log in?

To ensure security, a one-time PIN is sent to your email address on file. The combination of your username and password and the one-time PIN ensures that the person logging in is really you.

Behind the scenes, a unique ID is generated on the system whenever you log in for the first time from a new mobile device or application. The one-time PIN and unique ID must match for you to be allowed into Cal Coast Mobile. You do not need to know the unique ID, just your one-time PIN.

You only need your one-time PIN the first time you log in from a new device or application. The next time you log in, you won't need it any more. After the first log in, just use your regular username and password without the one-time PIN.

Cal Coast Mobile Bill Pay

How do I enroll?

iPhone, iPad, Android phones

First, enroll in Cal Coast Online. Then, download our free Cal Coast Mobile iPhone, iPad or Android app* and log in with the same username and password you use to log in to Cal Coast Online. Not enrolled in Cal Coast Online? Enroll right now by clicking on the "Sign Up" link at the top of the page.

Web enabled phones

  1. Enroll in Cal Coast Online then visit http://m.calcoastcu.org from your mobile browser. Select Mobile Banking and log in using the username and password you use for Cal Coast Online banking.
  2. Next - check your email for a one-time, 4-digit PIN. You'll need to add this 4-digit PIN to the end of your Cal Coast Online password to sign in to mobile banking for the first time only.

How to enroll in SMS Text banking

Enroll in Cal Coast Online then enroll in SMS (text) banking through your PC.

  1. Visit http://m.calcoastcu.org from your PC. Select Mobile Banking and log in using the username and password you use for Cal Coast Online banking.
  2. Next - check your email for a one-time, 4-digit PIN.
  3. Sign into Mobile Banking from your PC once more. You'll need to add this 4-digit PIN to the end of your Cal Coast Online password to sign in.
  4. Select "SMS" settings and enter your mobile phone number and other requested information and follow the instructions.

eBills

What is an eBill?

California Coast's eBills make paying bills efficient and easy. eBills are electronic versions of your paper bills delivered to you through Bill Pay. With eBills, you won't need to wait for a paper statement because your bills will appear inside Bill Pay along with their amounts due, due dates and other details. And, it all happens on one secure website, so you don't have to visit multiple biller websites.

eStatements

Where can I view my eStatements in Cal Coast Online?

To view your eStatements, click "eDocuments" tab and select "eStatements" in the secondary navigation row.

How do I change from paper statements to eStatements?

When inside Cal Coast Online, go to MyProfile, select eStatements Options and eStatements Only. Please provide a valid email address.

How many eStatements will I have access to in the new eStatements system?

Your eStatements will be stored for up to 18 months.

Why can't I view my eStatement?

Your eStatement appears in a separate window within Cal Coast Online. If you have the pop-up blocker enabled on your browser, you will not be able to view your eStatement. To correct the problem, modify your pop-up blocker to allow pop-ups from www.calcoastcu.org.

If I have eStatements, where can I view promotions that are normally mailed in my paper statements?

Click "eDocuments" tab and select "Statement Inserts" in the secondary navigation row.

Check Images

When I click on Check Images, nothing comes up

You will need to disable your Pop Up blockers. Usually this option is near the top of your browser window or in your internet options. Only one pop up can be viewed at a time. For information on how to disable Pop Up Blockers click here or call (877) 495-1600 for assistance.

Can I see check images directly from eStatements?

Check images can be accessed from your Cal Coast Online history.

Where is account history located?

From within Cal Coast Online, click on the account you would like to view under the Account Summary tab.

Ordering New Checks

How do I order new checks?

For first-time orders and to reorder checks, contact California Coast for the correct routing information at (877) 495-1600.

Miscellaneous

How much does Cal Coast Online cost?

This easy-to-use, powerful tool is FREE!

Can I view my sign in history?

Yes. Simply click "MyProfile" and select the "Sign-In History" link that is in the secondary navigation row.

How do I print a copy of a check?

Go to the "Transactions" tab and select the check you are looking for and click "View Check," which will be located under the transaction. Select the "Print Check" link located in the upper right corner.

How can I turn off or turn on Detail View?

Under "Transactions," click "Options" on the left side of the screen towards the top of your transactions. Check or un-check "Detail View."

How can I turn off or turn on merchant logos?

Under the "Account Tab" click on the sub-menu link for "Transactions," then click on "Options" located on the left side of the screen. Check or un-check "Detail View" to view or not view the merchant logos.

How do I use Search?

Cal Coast Online uses a powerful search engine making searching for what you're looking for easier and faster. At the top of the accounts page there is a search box. You can use this to search for transactions across ALL of your accounts.

For example, if you clicked on Transactions in the submenu under "Accounts and typed in "ATM" and clicked Search, you will find all transactions (in all accounts) that contained the text ATM. Or you can click on a specific account and enter your search information. If you type in "over 50" and clicked Search, you will find all transactions over $50. You can also search by specific merchants, dollar amounts, "over $100," the city you visited on vacation, gas, etc.

Can I change my timeout?

Yes. You can edit your timeout options in "MyProfile" under "Profile-Sign In Info," then "More Details". Here, you can change your timeout to 5, 10, 20 or 30 minutes.

Where can I find important disclosures about Cal Coast Online, Service Charges, Privacy, etc?

Click on the "eDocuments" tab and then "Disclosures" in the secondary navigation row.