Mobile & Internet Banking Upgrade Frequently Asked Questions

We have upgraded your Internet and Mobile Banking services to give you more tools to conveniently manage your money. The upgrade took place on Wednesday, January 27.

Click on the section titles below for more information. 

Mobile Banking App and Internet Banking Upgrade FAQs >

Q. Why did you change Mobile and Internet Banking?

A. It is our goal to provide you with the most convenient, most secure, and most innovative banking experience. After the upgrade on January 27, Mobile and Internet Banking will give you enhanced functionality and on-demand access to your accounts anytime, anywhere, and on any device.


Q. What’s new about Mobile and Internet Banking?

A. Here are some of the highlights:

  • Expanded, No-cost Transfers Now you can transfer funds at no cost to other members and to your accounts at other institutions! And soon, you will be able to transfer to anyone using their email address or phone number!
  • Enhanced Alerts Manage alerts to remember important dates, see account status updates, and be notified when specific transactions occur.
  • Integrated Experience – No matter which device you use – computer, smartphone, or tablet – you will have the same functionality.
  • Improved Messaging – Send and receive messages from credit union staff, whether you’re at your desk or on the road.
  • New Money Manager Simplify your finances and manage all of your accounts with a new money management tool.
  • My Activity Feature View all your online activity in one place.
  • Background Themes – Select a background from among photos taken across New Mexico.
  • Improved Branch and ATM Locator – In addition to locating Nusenda Credit Union branches and CU Anytime ATMs, you can now find Shared Banking branches. If you’re on your mobile device, the branches and ATMs closest to you will display.


Q. Has everything changed in Mobile and Internet Banking?

A. No. You can still access the services that you have in the past, including:

  • Pending Transactions
  • Account Balances and Account Activity
  • Account Transfers
  • Bill Payer
  • Mobile and Remote Deposit of checks
  • eStatements

Logging in for the First Time After the Upgrade >

Q. What is a Login ID and why do I need to create a new one?

A. Your Login ID will replace your Member Number for your Internet Banking login identification. ID guidelines have been updated to provide you with the best protection available. The new guidelines will make it even safer for you to monitor and manage your money.


Your new Login ID must meet the following criteria:

  • Contain a minimum of 8 alphanumeric characters – Letter(s) and/or number(s)
  • Must NOT include your Social Security number, member number or account number
  • Cannot contain special character(s) (for example, #, %, *, !)

Q. Why do I need to create a new Password?

A. Password security guidelines are being updated to provide you with the best protection available. The new guidelines will make it even safer for you to monitor and manage your money.


Your new password must meet the following criteria:

  • Contain a minimum of 8 characters
  • Contain a combination of the following three categories – Letter(s) and number(s)
  • Must NOT contain any spaces (including before, in the middle of, or after the password)
  • Cannot contain your member number


Other items to note about passwords: Your password is case-sensitive. Business Internet Banking users will need to reset passwords every 60 days; all other Mobile and Internet Banking users passwords do not expire.

Q.  How do I log in after the upgrade?

A. Follow these steps to log in the first time after the upgrade:

  • Enter your current Member Number
  • Enter your current Password
  • Select a delivery method to receive a Secure Access Code (a one-time passcode that can be sent via email, automated phone call, or SMS text message)
  • When you receive your Secure Access Code, enter it in the designated box
  • Create a new Password
  • Create a new Login ID
  • Register your device as Secure or Public. If you are the only person using your computer or mobile device, select Secure. If your computer or device is shared with anyone else, or if you are on a public computer, like those available at a library or hotel, select Public.
  • Accept the Terms & Conditions


That’s it! You’re ready to get started with your improved banking experience.

Password Help >

Q. What if I forget my password?

A. If you forget your password and your account is not locked, you can use the Forgot Password option on the Home page to reset your password.


To reset a forgotten password:

  • On the Home page or Login screen, click or tap Forgot Password.
  • Enter your Login ID and click or tap Submit.
  • On the Forgot Password page, do one of the following:
    • Click or tap I already have a Secure Access Code
    • Click or tap one of the contact methods (text, call, or email). You will receive the code using the contact method that you selected.
  • On the Secure Access Code page, enter the code and click or tap Submit. The New Password page will appear.
  • On the New Password page:
    • Enter your new password in the New Password field.
    • Re-enter the password in the Confirm Password field.
    • Click or tap Submit.


The My Accounts page will then appear. If your account is locked, please contact us.

Q. I’m locked out of Internet Banking. How do I reset my password?

A. As a security feature, your Mobile and Internet Banking access will be locked after five incorrect password attempts. Please contact us during business hours at 505-889-7755 (800-347-2838 outside the Albuquerque area) or visit any branch location to have your account unlocked.


Q. I keep getting a "Password Incorrect" message. Is there a way to see what I am entering as my password?

A. Yes, if you log into Internet Banking with an Internet Explorer browser there is a tool available. When you start entering your login credentials, there is a black "eye" icon to the right of the password field. If you click on the icon you can see what you have entered.

Internet Explorer Password Example

If the password that you entered is correct, please confirm that the Login ID you entered is correct.

Q. What if I don’t have access to my phone or email account the first time I log in?
You must have access to at least one of your registered contact methods to log in for the first time or register a computer or mobile device. If you have difficulty attaining immediate access, contact us during business hours. As a security measure, you’ll need to verify your identity; then you can add a new contact method. 

Registering Your Computer or Mobile Device >

Q. I registered my browser or device during a previous log in. Why do I need to register again?

A. There are several possible reasons that you may need to register again, including:


  • Your browser settings are configured to delete cookies
  • Your browser cookies for Mobile or Internet Banking were removed
  • You use a browser plug-in that automatically removes browser cookies when you close the browser
  • You usually log in with a different browser on the same registered computer
  • You deleted and reinstalled the Mobile Banking App


Q. How do I remove the registration from my mobile device?

A. On a computer browser, delete all browser cookies or the browser history for Internet Banking. See your browser’s Help section for information about deleting cookies. 

On a tablet or smartphone, registration information is automatically deleted if you delete the Mobile Banking App. Or you can delete the device’s registration information if you go into Settings and delete the cookies.


No-cost Transfers >

Q. What are the expanded, no-cost transfer options?

A. Transfer options include:

  • Free Member-to-Member transfers – Send money to any Nusenda Credit Union member immediately, without calling or visiting a branch. 
  • No-charge Funds Transfers – Transfer funds to your accounts at any other institution. 
  • And coming soon – Complimentary Person-to-Person transfers – Transfer funds to anyone, instantly, using their phone number or email address. 

Q. I want to send a Member-to-Member transfer. Whose last name should I enter into the required field?

A. You will need the recipient’s name. For the account you’d like to transfer money into, enter the first three letters of the primary account member’s last name (e.g., a primary account holder with the last name Smith, would be “Smi”).
Member to Member Transfer Instructions 

Secure Messages >

Q. What are My Messages?

A. My Messages lets you send and receive secure messages from credit union staff, whether you’re at your desk or on the road. In addition, your Security and Account Alerts will be available for review in My Messages

All messages expire after 6 months unless you select This message should never expire. 

Q. Are My Messages Secure?

A. Yes, your message is SSL-encrypted and is never sent through public, unsecured communication channels. However, email communications outside Mobile and Internet Banking are unsecured.

Creating Alerts >

Q. What are Date Alerts?

A. Date Alerts offer you the option of setting reminders for birthdays, anniversaries, meetings, appointments, and more, all from your Mobile and Internet Banking account. You can choose to receive your Date Alert via secure message, email, phone call, or a text message on the days you specify.

Q. What are Account Alerts?

A. Account Alerts allow you to set notifications, depending on the type of account that you have, for the account activity that you specify. Examples of Account Alerts that you can establish:

  • Loan Account Alert options
    • Current Balance Alert
    • Amount Past Due Alert
    • Minimum Payment Due Alert
  • Credit Card Account Alert options
    • Payoff Amount Alert
    • Year-to-Date Interest Amount Alert
    • Previous Year-to-Date Interest Amount Alert
  • Checking Account Alert options
    • Available Balance Alert
    • Current Balance Alert

Q. What are History Alerts

A. History Alerts allow you to set notifications, depending on the type of account that you have, for the history of transactions on that account. You can establish Debit Transaction, Credit Transaction, Check Number, and Description History alerts. These alerts can help you determine when a deposit is made for a specified dollar amount, when a check clears, and more.

Q. What are Transaction Alerts

A. Transaction Alerts allow you to set notifications about the status of Funds Transfers, External Transfers, and Stop Payment Requests. The alerts can notify you when the activity has been drafted, processed, canceled, and more.

Q. What does "Select a status" mean when I set up a Transaction Alert
A. You have five options to select from that will trigger a notification to you when you are creating an alert:

  • Authorized – you will receive an alert when the account activity you specified is authorized by the credit union.
  • Canceled – you will receive an alert when the account activity you specified is canceled by you or another user on your account.
  • Drafted – you will receive an alert when the account activity you specified is created but not sent yet.
  • Failed – you will receive an alert when the account activity you specified has not been completed. If the account activity has failed, you will receive information on why it was not successful. 
  • Processed – you will receive an alert when the account activity you specified is completed.


Q. What are Security Alerts?

A. Security Alerts have been created to help you monitor and manage your money. Some alerts have been pre-established by your credit union to automatically be sent each time a specific event has occurred. These Security Alerts are sent when:

  • an external transfer is authorized
  • a password is changed
  • a Login ID is changed
  • the process to add an external account is started
  • a Forgot Password is attempted for a log in
  • a Login ID is locked out
  • a user profile is updated

Each time the above events occur, you will be notified via your delivery preference (email, automated phone call, or text message).  If you do not select a delivery method, you will receive your Security Alerts via email.

In addition to the pre-established Security Alerts that are sent when specific events occur, there are several additional Security Alerts that you can activate.  The additional alerts include:

  • When Secure Access Code contact information is changed
  • When an invalid password for a Login ID is submitted
  • If the Forgot Password process is attempted unsuccessfully

There are more Security Alerts that you can activate. Simply go to My Profile in the menu, select Alerts, and then Security Alerts.

Q. Are Security Alerts sent right away?

A. Yes, Security Alerts are event-driven and are sent as soon as the event happens.

Q. Are other alerts sent right away?

A. No. History, transaction and account alerts are triggered at specific processing times each day. Except for Security Alerts, all other alerts are not “real-time.”

Q. When are alerts delivered?

A. Secure message and email alerts are sent when transaction processing completes. Phone and text message alerts are sent at the next available time you specified for the alert. 

Q. What if I don't receive a phone or email alert?

A. If you miss a phone call alert or email, click or tap My Messages in your Mobile or Internet Banking menu. A record of your alerts can be found in the My Messages area. If the alert does not appear in that inbox, confirm that the alert is enabled. If the alert is enabled and you still believe you did not receive an alert, contact us during business hours for assistance.  

Account Details >

Q. What are some of the Account Details features?

A. Now, when you select a deposit account, you will see a snapshot of your transaction activity at the top of the page. This information includes your ACH number, Year-to-Date interest, Available Balance, and Current Balance.

Q. What is a Tracking ID? 

A. The Tracking ID is a unique identifier for all activity that you initiate in Mobile and Internet Banking. It is a reliable way to reference a transaction. Tracking IDs appear in the transaction details on the Activity Center page. When you use secure messages to inquire about an account or a transaction, your message will automatically include the Tracking ID.


Activity Center >

Q. How is the Activity Center different from Account Details?

A. The Activity Center page contains all transactions initiated in Mobile and Internet Banking, except for remote and mobile deposits. The Activity Center page also shows the status of each electronic transaction as it moves from drafted status to approved, then processed.


The Account Details page is a record of processed and cleared transactions on your account from all sources (mobile and internet banking transactions, remote and mobile deposits, ATM transactions, debit card transactions, and any branch transactions). 


eStatements >

Q. I clicked View on the eStatements page, but nothing happened. Why?

A. Ensure that you have allowed pop-ups for Mobile and Internet Banking in your browser settings (directions vary by browser and device). It is likely that the pop-up box is being blocked by a pop-up blocker or a toolbar pop-up blocker. You can disable the pop-up blocker or add the site as an allowed site. If you need additional help, please contact us during business hours at 505-889-7755 (800-347-2838 outside the Albuquerque area).


Money Manager Information >

Q. What is Money Manager?

A. Money Manager is a new Personal Financial Management tool (PFM) that helps you budget and manage your finances. Money Manager allows you to import all of your accounts across multiple institutions, so you can see your balances and transactions all in one place.  It is available at no charge through Mobile and Internet Banking.


Q. Why did you switch from FinanceWorks to Money Manager?

A. Your credit union strives to offer you sound financial advice. One way that we do this is to offer you the best tools we can to help you make wise financial decisions. Money Manager offers an integrated experience, debt management plans, and savings tools that were not available in FinanceWorks. Here are some of the exciting features of Money Manager: 

  • Accounts – Displays all of your accounts (Nusenda Credit Union and external accounts)
  • Transactions – You can filter your transactions by date, or account, add a manual account, and download history
  • Spending – Displays your spending in an infographic wheel composed of categories; you can choose categories for your transactions represented in the spending wheel. 
  • Budgets – Build budgets that display as color-coded infographic bubbles. You can also build sub-budgets; if you build a grocery budget, you can designate sub-budgets for Sam's Club, Whole Foods, Smith’s, etc. 
  • Trends – Track your spending. Charts display the categories you’ve spent money in, letting you know if you are you living within your means.
  • Debts – Display all your debts and your payment plans. You can calculate the fastest payoff, highest interest rate, lowest balances, and highest balance of your debt. 
  • Net Worth – Discover your assets and see how they measure against your liabilities. 
  • Goals – Set your financial goals, to pay down debt or to save toward a goal. 
  • Help – If you experience an error or issue, you can submit a support request from within the Money Manager tool. You will be contacted within one business day by Support Services.


Q. How do I get started with Money Manager?

A. Here are the steps you can take to get started:

  • Set up your account – Log into Internet Banking and find the link for Money Manager under the Manage Money tab. Accounts from Nusenda Credit Union will automatically begin syncing to Money Manager.
  • Add all accounts – Add additional accounts with other financial institutions to see your full financial picture. Add manual accounts for property, like homes or vehicles.
  • Categorize transactions – After all of your accounts have been added, open the Transactions View and review your transactions for accuracy. Transactions are automatically categorized for you, but you may want to re-categorize them. Your changes will be applied to future transactions. You can enter additional details about your transactions; see “How do I manage my transactions?”
  • Create budgets – With your transactions correctly categorized, you can easily create budgets based on your actual spending history. Open Budgets and follow the instructions to generate a budget. You can also create a budget manually.  See “How do I create a budget?”


Paying Bills >

Q. When do you take the money out of my account for Bill Payer payments?

A. Your account is debited within two business days from the date that the payment is sent. For example, if your payment was sent on a Monday, then the payment will be taken out of your account on or before Wednesday. 


Q. How long will it take for a payment to get to the payee?

A. You will receive an estimated date of receipt when you schedule your payment. Most major vendors will receive payment in two days, but smaller organizations may take up to five days after the payment is sent. Please ensure that you allow additional time for payment processing from your payee, particularly if your payee has a cut-off time on the payment due date.   


Q. What if I don’t have an account number for a payee, or if the payee is a person, not a company?

A. The account number field is optional, so it is not required.  


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