Online Banking FAQ | Icon Credit Union

Frequently Asked Questions (FAQs)

Curious about how to use our online banking suite? Here are the answers to questions we get asked most often!


Online Banking FAQ

Why does Online Banking ask me questions I’ve never answered?

When attempting to log into Online Banking, you may be presented with a Multi-Factor Authentication (MFA) question. These questions are chosen and answered when you first set up your Online Banking login.

If you are presented with a question you did not select upon your initial setup, you have most likely entered the incorrect user ID on the previous page. Go back to the previous page and re-enter your user ID. When your correct user ID is entered, you should recognize the personal image displayed next to the password field.

If you are still having trouble logging in, you may choose “E-Mail” instead of “Questions” when logging in. Once logged in, you may reset your MFA questions. If this solution does not work, please call Member Services at (208) 344-7948 or (800) 877-3174.

I forgot my password. what should I do?

If you forget your password, enter your login ID on the sign in page and click submit. After you answer your secret questions, a screen will provide you a link for a password reset.

Why does Online Banking log me off automatically?

To protect your privacy, we default Online Banking to log you off automatically after a period of inactivity.

Which of my accounts can I access using Online Banking?

You can access all of your Icon Credit Union accounts through Online Banking.

What if I have questions about my account?

Anytime you have a question about personal or account information, you can use our secure message center via Online Banking. Or, you can call us at (208) 344-7948 or (800) 877-3174 or visit any branch.

Can I view my bank statement online?

Yes, you can! In fact, when you enroll in Online Banking, we automatically enroll you in paperless eStatements!

I made a deposit but only a portion of it is showing up. Why?

Deposited funds may be subject to holds as disclosed in your account disclosure.

What do I do if I suspect fraudulent activity?

You’re protected from losses when transacting business online (and any time you use your account) when you contact us as soon as you notice suspected fraud. Do not hesitate to call us, as there is a limit to the amount of time you have to report an error or fraud. Call (208) 344-7948 or (800) 877-3174 immediately or visit a local branch.

What about pop-up blockers?

When attempting to access some services, we automatically open new browser windows so we don’t interrupt your existing session. Depending on how strictly you set your pop-up blocker settings, you may not see these windows.

Please refer to your browser (or plug-in) help to allow pop-ups from, or select the link that appears when attempting to access these services.

Can you explain the difference between Cross Accounts, Shared Accounts, and Sub Users?

‘Cross Accounts’ refers to the ability to transfer funds to another member’s account. If you had this functionality in the old system, it will remain in place and available on your account.

Shared accounts is a way for you to give access to your account to another Icon member, for example, a spouse or parent. This other Icon member can then see your information when they log into their account. You authorize and control what access they have to your account information.

Sub Users is the ability to set up a completely unique and separate Login ID and password for someone else to access to your account. You have full control over to whom you give this Login ID and password.

Can I use Quicken?

Yes, Quicken works great with your Icon Credit Union accounts. However, you will need to update the login information in Quicken. For detailed instructions on updating Quicken, click here.

Bill Pay FAQ:

What is Bill Pay?

Bill Pay lets you pay your bills online through Icon Credit Union. You can pay anyone in the United States that you would normally pay by check or automatic debit transaction. Payments can be sent as “one-time payments” or set to recur on a schedule you select and can be changed or canceled any time before they are processed. It even works from your mobile device!

How does Bill Pay work?

To pay your bills online, simply add your payees (the companies or people you want to pay) through Online Banking – it only takes a few minutes (click here for step by step instructions). Payees can be categorized in just about any way you like – utilities, medical, etc.

After you add your payees, you can go to the Bill Pay module on the main screen to make a quick payment or click on the Bill Pay tab for more detailed options. To pay a bill, enter a payment amount and the date when you want the company or person to receive your payment. When you schedule a payment, the payment calendar indicates the earliest available payment date – up to 5 business days, or the next business day for payees that receive electronic payments. The money stays in your account until the due date you schedule.

If you need to rush a payment, same-day payments can also be made for payees who accept electronic payments, and next-day rush payments can be made to payees through overnight express shipping of check payments. A fee applies.

How secure is my bill payment and personal information?

Bill Pay uses several methods to ensure that your information is secure.

SSL—Bill Pay uses SSL (secure sockets layer) which ensures your connection and information are secure from outside inspection.
Encryption—Bill Pay uses 128-bit encryption to make your information unreadable as it passes over the Internet.
Automatic Sign Out—Bill Pay automatically signs you out of a session if you are inactive for a predefined time. It is best if you sign out immediately after you finish your tasks in Bill Pay.

Can I transfer money to an account at another financial institution?

Account-to-Account transfers provide you a way to easily transfer money between Icon and accounts you may hold at other financial institutions. Just like with Bill Pay, you can set up one-time or repeating transfers and add, change, or stop pending transactions. A small fee may apply to transfer money to your other institution, but it’s free to transfer money into your Icon account.

What are eBills?

Electronic versions of your paper bills are called eBills and you can receive them through the Bill Pay link in Online Banking. Instead of receiving your paper bill at home, an eBill is delivered directly to your Online Banking service. In addition, a notification that you have received an eBill in your Online Banking account can be sent automatically to an email address that you choose. You can view balances, transactions, and other statement information in an eBill and you can pay it and print it—all online.

What is Popmoney?

Popmoney gives you a simple way to pay others using only an email address or cell phone number:

Fast payment – choose from one to three business days.
If the person you are sending money to is not registered with Popmoney, they will receive an email invitation to use the service and to claim the money.
Their financial institution does not have to offer Popmoney to receive and deposit money into their account.
Track payments to know if they’ve been picked up.
Choose an optional E-Greeting card to send with your payment to make it extra special.
Easily import contacts from popular Internet email providers or manually create your own contact list.
Use Popmoney to request a payment and have it deposited directly to your choice of checking or savings accounts.

For more information, visit

Icon Mobile FAQ:

What is Icon Mobile?

Icon Mobile provides you with access to your eligible accounts from a cell phone or mobile device. You can check account balances and review recent account activity 24 hours a day, 7 days a week. Icon Mobile provides three ways to access your accounts.

Download an app from the iTunes or Google Play store for your phone or device.
Receive text messages and alerts on your mobile phone.
Use Icon Mobile web services on your mobile device’s browser.

What kind of phone is required for this service?

To use Icon Mobile text and alert service, the phone must be capable of sending and receiving text messages. Please note that some carriers may charge additional fees for each message sent and received. For Icon Mobile web service, the phone must support web browsing functionality. To download and use the Icon Mobile app, your phone must be able to access either Google Play or iTunes App Store.

If you have questions about the capabilities of your phone, please contact your mobile provider for more information.

Is Icon Mobile secure?

We are very serious about the safety and privacy of your information and are committed to protecting that information. Traffic between Icon and the mobile app is encrypted and we do not allow data to be stored on the device. To ensure the security of your account details, a number of security features have been built into Icon Mobile:

A unique activation code is required to verify your mobile phone number. This code associates the phone number with your account. In addition to the security measures, the verification lets you know your mobile phone number was successfully entered into the system.
No identifiable information will be returned. The mobile banking keyword text message does not return any personal information, such as an account number, PIN, email or personal address. Your User ID and password will never be included or asked for in any of the text messages that you receive from or send to Icon Credit Union.
Additionally, Icon does not recommend accessing your accounts or any other sensitive information when connected to the Internet through unsecured, public wireless networks, such as Wifi connections at a coffee shop or other public place. Icon cannot control the security measures taken by other businesses that provide Internet access. Always connect to Icon Mobile through your carrier’s data plan or through an encrypted wireless network.

Will Icon Mobile work on an iPad or Tablet?

Yes. The Icon Online Banking site is optimized for iPad and Android devices. Sign in from our home page at for the best results.

Can Icon Mobile be used overseas?

You must be using a US carrier and have a US phone number. As long as you have a roaming agreement that allows coverage in that country and your plan allows you to send and receive text messages overseas, you will be able to text the normal shortcode and access services.

Are there fees to use Icon Mobile?

There are no fees to use or access Icon Mobile. However, you should contact your mobile provider for information about fees associated with sending or receiving text messages or accessing the Internet from your mobile phone.

What accounts are eligible for Icon Mobile?

All accounts that are accessible through Online Banking are eligible for use with Icon Mobile. You may choose which accounts to use with Icon Mobile when registering your phone through Online Banking.

What is the difference between eAlerts and text banking?

eAlerts send automatic notices for accounts set up in Online Banking, to your mobile device, such as when your balance falls below a certain level. You define which alerts you want to see and when you want to be notified.

Text banking lets you request account balance and history information on selected accounts at any time from your mobile device. Your information will be returned directly to your phone.

If you have registered your phone to receive eAlert text messages, you automatically have access to text banking.

Can I add more than one phone?

Additional mobile phones may be added for use with Icon Mobile by accessing the My Phone tab on the Icon Mobile main menu and clicking Add New Device.

I received the activation code but never used it. What do I do now?

For security purposes, the activation code is only good for a short period of time. If you don’t use it before the code expires, you will need to access the My Phone tab from the Online Banking main menu and select Get new activation code from the “I want to:” menu from the phone you wish to receive a new link.

How do I deregister my mobile phone from Icon Mobile?

To stop using your mobile phone with Icon Mobile, you will access the Mobile Phone tab on the Online Banking Icon Mobile main menu and select “Stop using this phone” from the “I want to:” list for the mobile device.

What if I change my mobile phone number?

If you will be using the same phone, and you need to change the phone number, you must log in to Online Banking from a computer and update your phone number on the My Phones tab of the main menu. If you are changing phones we recommend using the “stop using this phone” option in the “I want to:” menu and then re-register the new phone.

What if my mobile phone is lost or stolen?

Icon Credit Union will never send full account numbers or other personal information via Icon Mobile. If your mobile phone is lost or stolen, no one can access your account without knowing the unique password or username and password. In the unfortunate event your mobile phone is lost or stolen, report it immediately to your mobile carrier. Then you should immediately log in to Online Banking from your computer and delete the mobile phone number from the main menu. You can also contact Icon Credit Union at (208) 344-7948 to request us to delete your phone from Icon Mobile.

Can I pay bills through Icon Mobile?

Absolutely! Bill Pay is available through the Icon Mobile website or Icon Mobile app for use with your device.

eAlerts FAQs

What are the Alerts on Icon Mobile?

eAlerts let you receive information about account balances and transactions via text or email. With Icon Mobile, you can set up an eAlert in Online Banking to notify you when a select activity occurs on your account(s). You can choose to have eAlerts sent to your mobile phone or email.

Is it possible to only receive text alerts and not email?

Yes, you can uncheck email alerts and just have text alerts.

How do I stop receiving alerts?

To stop receiving alerts on mobile phones, access the Mobile Phone tab from the Online Banking main menu and deselect the text alerts check box for the mobile device for which you no longer wish to receive alerts. You can also use the shortcode text “STOP” to 59289.

Text Banking FAQs

What is text banking?

Text banking provides you access to your eligible accounts from a mobile phone via text messaging. You can:

Check your account balance.
Request a list of your most recent account activity.
Receive online credit union alerts.
What do I need to use text banking?

To access text banking, you must:

Have an Online Banking account.
Have an activated mobile phone that supports text messaging.
Register your phone through Online Banking.
Why is the Icon Mobile text message coming from 59289?

The number you send text messages to may seem like a phone number, but it’s actually called a shortcode. Text messages can be sent and received from these shortcodes in addition to traditional mobile phone numbers.

To make it easier to recognize messages from Icon Credit Union, you can add this “short code” to the contact list in your phone as “Icon Credit Union.”

What are text messaging keywords and how do I use them?

Text keywords are used to request account information. You will receive a text when you sign up with the keyword instructions included.

BAL/BALANCE/BALANCES/B – Request the balances of all checking and savings accounts.

Transaction History:
STMT/TRAN/HIST nickname – Request the most recent posted transactions of the account with this nickname.


If any of the above responses concludes with “Replay NEXT or MORE. Simply text “NEXT” or “MORE” (short code) to receive the remainder of the message “

HELP/HLP – Requests a list of mobile keywords and support information.

STOP/END/QUIT/CANCEL/UNSUBSCRIBE – Will unsubscribe the mobile phone from receiving Alert message.

When texting “BAL” followed by a nickname, all accounts balances appear rather than just the account requested. Why did this happen?

The “BAL” text message always shows all account balances. Nicknames are not used with the “BAL” text message; they are used with the “HIST” requests.

What should be done if no response is received from a keyword sent?

Confirm a new text message or a reply to a recent text message from the correct “short code.” Verify that the correct spelling of the keyword is being used, and if an account is specified for an account, that the correct account nickname is used.

How current is the account and transaction information that is received when using Icon Mobile?

You will receive your current available balance using any of the balance keywords. The transaction history keywords will send the most recent posted transaction for the requested account. *Pending transactions will not be shown.

Icon Mobile Web Service

What is the Icon Mobile web service?

The Icon Mobile web service is a secure mobile banking website that can be accessed any time of the day from your mobile device’s browser. You can:

Check account balances.
Review recent account activity.
Transfer funds between accounts.
Pay bills.
Use Popmoney to send and receive money from anyone.
What will I need to enroll in the Icon Mobile web service?

You must sign up for the Icon Mobile web service in Online Banking and use a mobile phone or device that supports web browsing functionality. On your device’s browser, visit or select the mobile banking link on our home page to access the Icon Mobile web service. You’ll also receive a text with the web address when you register for mobile web services in Online Banking.

Mobile Deposit FAQs

When will my funds be available?

Depending on how long your account has been open, your funds will be available per the funds availability agreement you signed when at the time you opened your account – typically within 1-4 business days. If your account has been open for 60 days or less, a 4-day hold will be placed on mobile deposits over $100.  specific details about your account, please contact your local branch or call us at (208) 344-7948 or (800) 877-3174.

If a check is deposited during any business day before 4:00 p.m. (Mountain), it will be deposited that day by 6:00 p.m. (Mountain). If you deposit your check after the cutoff, it will be deposited the next business day by 6:00 p.m. (Mountain).

Are there checks I can’t deposit?

The check you’re depositing has to be made payable to you. If you have a joint account with another member, you can also deposit joint checks into that account.
At this time, we can only accept checks from financial institutions located in the United States.
If a check is dated more than 6 months prior to the date you’re trying to deposit it, please bring it to the branch for processing.

How many checks can I deposit?

The current daily limit on the number of checks you can deposit is four. The maximum dollar limit you can deposit is $10,000 per day with a maximum dollar limit of $2,500 per check.

What do I need to access Mobile Deposit?

First, you will need to install the Icon Credit Union Mobile Banking app to your iPhone or Android mobile phone and authorize your phone (click here for instructions on setting up mobile banking). Next, sign in to Online Banking from your computer and activate Mobile Deposit by clicking on Services and click the “+” symbol next to Mobile Deposit. After you agree to the terms and activate the service, open the Icon Mobile app on your smartphone. A Mobile Deposit button will show at the bottom of your screen. Eligibility requirements may apply. For questions, please contact us.

Will I be able to see deposits made with Mobile Deposit in Online Banking?

Yes, deposits made using this service will be shown in Online Banking and Mobile Banking once they have been processed, typically within one business day.

What if I receive a deposit error message and I’m unable to deposit the check?

There may be information on the check that is unreadable or that the system is unable to process. Make sure to follow the helpful tips listed at the bottom of this page. If you still experience problems depositing the check, please take it to your local branch for deposit.

What should I do with my check once I deposit it via Mobile Deposit?

Once you have deposited your check via Mobile Deposit successfully, we recommend filing it in a secure place for 45 days and then you agree to destroy the check, mark it “VOID”, or otherwise render it incapable of further transmission, deposit, or presentment.

Can I use my iPad or Android tablet?

At this time, Mobile Deposit is not supported on tablets.

Mobile Deposit is an exciting enhancement to your online banking experience. As you use the app, keep in mind these helpful tips:

  • Be sure you endorse the back of your check “For Icon Mobile Deposit ONLY #7429130-XXXXX” using your member number.
  • When prompted for the amount, carefully enter the check amount to ensure it matches the amount written on your check.
  • Flatten folded or crumpled checks before taking your photos.
  • Remember to scan both the front and back of the check.
  • Keep the check within the viewfinder on the camera screen when capturing your photos.
  • Take the photos of your check in a well-lit area and use a solid dark background. Shadows and blurry images can prevent your mobile deposit from being processed.
  • Keep your phone flat and steady above the check when taking your photos.
  • Make sure that the entire check image is visible and in focus before submitting your deposit.
  • The MICR line (those numbers on the bottom of your check) must be readable in the image