We hope you find using CUonline+ as easy as possible. However, if you are experiencing problems logging to your online account, please check the following:
Did you receive a confirmation email about your registration request?
If no, then your registration was not completed properly, please try registering again making sure to fill in all the required details.
Have you registered more than once? You may have done this by accident which could be the cause of the login issue. Each registration is unique and the details you receive for one will not work with another account. Multiple registrations also make it difficult to determine which PIN / Password is associated with a specific registration. If you think you have registered multiple times, please contact us so the additional accounts can be disabled.
Have you received your PIN in the post?
It can take 3-5 working days to arrive. This will be a numeric PIN issued to you via a secure PIN mailer.
Do you have the correct username, PIN and password?
If you registered some time ago, you may have forgotten a small detail regarding your log in details, both your username and password (which you would have created when you registered) are case sensitive. If you are in any doubt, please call us to confirm your username and to request a new password.
What is the One Time Passcode?
A new European regulation, Payment Services Directive 2 (PSD2), came into force on 14th September 2019. Now, we are required to send a OTP (One Time Passcode) to your phone as an extra security feature. This replaces the traditional PIN, which you will now only need to activate your account; once activated you won’t need anymore.
Not receiving your One Time Passcode to your phone?
If you’re not receiving your OTP it could be that your mobile number isn’t up to date on your account. Please call into us or phone us to rectify this. Please make sure that your mobile phone has reception before requesting a One Time Passcode.
Things to remember:
- Your Username, chosen by you when you register.
(A Username should be easy to remember but not something which is directly linked to you or your account. Do not use: Your Account Number, Staff Number, Pay Number. It should include at least 1 letter and 1 number & should also be at least 6 characters long, no spaces)
- Your Password chosen by you when you register.
(Password must be at least 8 characters in length, should include at least 1 letter and 1 number, no spaces)
- Usernames and Passwords are both case sensitive; ensure the cap locks key is not on when entering the details.
- Your PIN can only contain numbers and is issued to you via post.
- Your OTP is single use only. If you log out or are logged out, you will need to request a new OTP.
- Your online account session will expire after 5 minutes of inactivity, this is a security precaution.
- If you have problems viewing the website or online accounts please update your browser to the latest version.
If you have any additional queries about this site or the online accounts, that cannot be resolved through our help pages, please contact the Credit Union directly.