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Frequently Asked Questions


ViaMobile FAQ


How do I access ViaMobile?

In order to access ViaMobile you need the following:

  • ViaConnect access (valid username and password)
  • A wireless device with an internet connection (see supported devices)

ViaMobile is available as an app through the App StoreSM or Google PlayTM by searching "ViaCU" or through the mobile website, m.viacu.org. 

Can I use ViaMobile if I don't have access to ViaConnect?

No. You must have a ViaConnect username and password in order to use ViaMobile. 

Is there a fee to use ViaMobile?

No. Mobile Banking is FREE! 

However, data rates and accessibility will depend on your device and carrier. Please check with your carrier for specific information regarding data fees. 

Which mobile devices are supported for ViaMobile?

You can access Mobile Banking from any internet-enabled mobile device with an internet connection/data plan including:

  • Most iOS Devices such as iPad, iPhone, iTouch (see details below)
  • Android Devices
  • Windows Mobile Devices
  • Blackberry Devices

However, the following devices will not support the Mobile Deposit feature: 

  • iPad 2 and earlier
  • iPad Mini - Only compatible in iOS app version 2.4.8 and newer
  • iOS devices running operating system version 4.3.x
  • iOS devices on iOS 7
  • iPhone 4/4s

How does ViaMobile handle Security?

ViaConnect is encrypted using the Wireless Transport Layer Security (WTLS) protocol, which provides the highest level of security available today. Additionally, all data is encrypted by industry-standard 128-bit SSL encryption preventing cell phone "scanning" or other attempts to eaves-drop on a transmission. No account information is stored on your phone and your password is masked. 

As an additional security measure, when you attempt to sign into ViaMobile from a third device you will be asked to verify access by entering a code which will be sent to the email address on your account. 

Do I need to log in to see my account balance?

No. With the "Quick Balance" feature you are able to view chosen balance when you're not logged in. 

To set up this feature, select "Settings" and turn on the Quick Balance feature then select the account(s) to view the balances. This setting will only apply on the device you were using when you activated it. 

It's important to note that the feature is not password-protected, meaning others can see your balance if your device is lost or stolen. (Your account number is always hidden.) 

What services does ViaMobile include?

ViaMobile allows you to:

  • Check Balances
  • Use fingerprint to sign in, rather than password
  • Review up to 250 days of transaction history, including pending payments
  • View image of checks cleared
  • Transfer funds or make loan payments
  • View or pay bills with ViaBill Pay
  • Locate nearby branches or ATMs

What is Fingerprint Authentication?

Fingerprint Authentication allows you to sign into ViaMobile with your fingerprint, rather than entering a password. Please know that not all devices have this feature available. If your device has this capability, you will see the fingerprint icon. 

To set up this feature, select "Settings" then turn on the Fingerprint option. If you haven't done so already, you will need to register your fingerprint on your device. 

How do I use ViaBill Pay?

Select "Bill Pay" from the Quick Menu or the main menu. If your account is set up to use ViaBill Pay you may then make a new payment, view pending or past payments and view history by Payee with just a quick click. 

What happens if I get locked out of ViaMobile?

As with ViaConnect, you must call Via Credit Union at 765.674.6631 to unlock your account. If you've forgot your password, you may reset your password through ViaConnect. For security reasons, you may not change your password using ViaMobile. 

How does Mobile Deposit work?

If your account is eligible for Mobile Deposit, you will see "Mobile Deposit" in the quick menu or main menu. 

To deposit a check using Mobile Deposit, follow these six simple steps:

  • Select the deposit account
  • Enter the amount of deposit
  • Endorse back of check with your signature AND "For ViaCU Mobile Deposit"
  • Take photo of front and back of check
  • Submit the deposit
  • Confirm the account, amount and images

Mobile Deposits will instantly be credited to your account. Up to $200 of the deposit is available immediately, any amount over $200 in a day will be placed on hold for two business days. All deposits are subject to verification. If your check is not accepted, you will be contacted. Finally, it is important to securely store your check for 60 days after depositing. 

By using this service you agree to the terms and conditions set within the ViaMobile User Agreement.


 ViaConnect FAQ 


How can I start using ViaConnect? 

Our online sign up process is fast and secure. We will ask you to verify information regarding the Primary member on the account during the online sign up process. Once you have completed the first step, you will be asked to choose a username and password and to verify your email address or provide one, if we do not have one on record. 

The next step is to pick out your Multi-factor security questions. When you log in to ViaConnect you will be randomly asked one of these three questions, unless you choose the "Remember Computer" option. You should only use the "Remember Computer" option, if this is a private computer or device. Do not use the "Remember Computer" option on a public computer. 

The last step in the sign up process is to pick your unique security phrase and choose a security image. Once you have completed the process, you will be logged into your account. 
Complete the sign up form. 

If I have forgotten my password, how can I get it reset? 

You can use the following link to use our automated password reset feature or you can contact us during normal business hours at 765-674-6631. 
Use the automated password reset feature. 

If I have forgotten my username, how can I get it reset? 

You can use the following link to use our automated username reset feature or you can contact us during normal business hours at 765-674-6631. 
Use the automated username reset feature. 

If I have forgotten my security question answers, how can I be reset? 

You must contact us during normal business hours at 765-674-6631. You will then be able to use the re-register process to setup your account settings again. You can use the link below after you have contacted ViaCU and your account is set to allow for re-register. 
Re-register your account. 

If I have been locked, how can I be unlocked? 

You must contact us during normal business hours at 765-674-6631. 


Multi-factor Security FAQ


What is Multi-factor Security and why is it important? 

Multi-factor Security is a layered authentication system that adds an extra level of security to ViaConnect's sign in. One of the most common tricks fraudsters use is making users think they are logging into a valid website when they are instead logging into a fraudulent site. Having a Security Image and Security Phrase that only you know makes it more difficult for fraudsters to trick you into giving them your answers to your security questions or other personal information. Please call Via Credit Union at 765-674-6631, if you ever suspect you were on a fraudulent site. Please try and note the web address of the fraudulent site as well. 

REMEMBER, YOU SHOULD NEVER LOG INTO VIACONNECT UNLESS YOU SEE YOUR SECURITY IMAGE AND PHASE!


How does Multi-factor Security work? 

Multi-factor security is a set of features that allow you to recognize that you are on our valid home banking site and also to prompt you to enter information that is unique to you. The site identification is provided by two unique items: a security image and a security phrase. You select both of these during the registration process when signing up to use ViaConnect. You pick an image from a list of images that will be used during sign in as an indicator that the page you are logging into is really ViaConnect and not a fake site pretending to be our home banking system. The security phrase is displayed along with the security image as an extra measure of identification that you are on the official ViaConnect site. Also during the registration process, you are required to pick three security questions and provide three answers to these questions. When you sign in to ViaConnect, you will be randomly asked for the answer to one of the three questions selected during the registration process. 


What is my Security Image? 

Your security image is the one you selected from our library of images during registration that will be displayed along with your security phrase when you sign in to ViaConnect. You should never proceed with the password portion of the sign in process unless you see your security image and security phrase. 


What is my Security Phrase? 

Your security phrase is a unique set of words/information you entered during registration that will be displayed along with your security image when you sign in to ViaConnect. You should never proceed with the password portion of the sign in process unless you see your security image and security phrase. 


What are my Security Questions? 

Your security questions are the three questions you choose during the registration process. You will also provide an answer to each question that only you know. You will be asked one random question during each subsequent visit to ViaConnect. If you used blank spaces or special characters in your answers, it will expect you to type your answers the exact same way they were originally entered during registration. We highly recommend that you supply answers to the questions that are not easily guessable. 


Can I change my Security Image, Security Phrase and/or Security Questions and Answers? 

Yes, you can change your security settings at anytime once you have signed in to ViaConnect. If you need help with changing any of your information, please call Via Credit Union at 765-674-6631.