Q) I've been using SunState Express PC Home$Banking™ without any problems. Recently, when I try to access SunState Express PC Home$Banking™, the sign-in page will not load, and I receive an error message similar to : "Internet Explorer cannot open the internet site https://www.sunstatefcu.org/cgi.bin/mcw000.cgi?MCWSTART. Cannot connect to the server."
A) Most common problems can be fixed and most security problems can be eliminated by running the most current version of your browser. You can upgrade your browser at Microsoft.com. Choose Downloads then Internet Explorer. If you are running IE 5.5 or higher and are still getting errors, try clicking "Refresh" on your browser. If that fixes the problem, you may have your cache setting set to always read from your PC's hard drive instead of from the Internet. If your browser is reading pages from your disk cache instead of from the Internet you will need do the following:
Check your browser settings. In Internet Explorer choose, "Tools", "Internet Options", then click on the General tab. Under Temporary Internet files choose "Settings".  Under "Check for newer versions of stored pages" choose either "Every visit" OR "Every start of Explorer".

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Q) When I try to log onto SunState Express PC Home$Banking I get an error saying that your certificate has expired and that the site is no longer secure. What is wrong?
A) The problem is not with SunState FCU's web site or with SunState Express PC Home$Banking™, it is with any version of Microsoft Internet Explorer prior to 5.0. If you go to any other financial institution's online banking module, you will find that you have the same problem. To rectify this, you need to download the newest version of Internet Explorer (version 5.0 or higher). These versions of Internet Explorer have not been shown to have this problem.

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Q) Is this going to cost me a long distance phone charge if I live outside of Gainesville?
A) No, there are no long distance charges and no SunState charges for the SunState Express PC Home$Banking™ service. You may have to pay for internet access, but this is a separate bill and is not related to SunState.

Q) What are the minimum requirements to use SunState Express PC Home$Banking™?
A) To use SunState's SunState Express PC Home$Banking™ you will need:

• An account with SunState that has SunState Express PC Home$Banking™ enabled.
• Access to a computer.
• Access to the Internet
• A web browser that supports tables and Secure Sockets Layer (SSL) for encrypted connections.

Q) Who can use SunState Express PC Home$Banking™?
A) You must maintain $25 in Share 00 to be able to perform inquires and do transactions using SunState Express PC Home$Banking™ or to access electronic services such as e-statements and electronic bill payment.

Q) Can I access my account from a computer other than my personal home computer?
A) Yes, you can access SunState Express PC Home$Banking™ from any computer with access to the Internet.

Q) Can I re-order checks through SunState Express PC Home$Banking™?
A) Yes, you can re-order checks by going into SunState Express PC Home$Banking™ choosing "Check Options" and then choose "Reorder Checks".

Q) Whenever I try to use SunState Express PC Home$Banking™, I get an error message that says "this page has expired due to inactivity."
A) One possibility is that it’s your browser's Cache setting. If your browser is reading pages from your disk cache instead of from the Internet. Check your browser settings for this. In Internet Explorer choose, "Tools", "Internet Options", then click on the General tab. Under Temporary Internet files choose "Settings". Under "Check for newer versions of stored pages" choose either "Every visit" OR "Every start of Explorer".

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Q) Can I use my regular PIN for ATM, Money$Line & SunState Express PC Home$Banking™?
A) No, your SunState Express PC Home$Banking™ access code must be 8 characters long and cannot be longer than 20 characters. Your Money$Line access code is 4 digits long and can only be numbers. Your ATM or debit card PIN can be changed at any branch. You can change your Money$Line PIN to your ATM or debit card PIN.

Q) Other than the number of characters, what are the parameters for choosing a SunState Express PC Home$Banking™ access code.
A) Your SunState Express PC Home$Banking™ access code should be at least 8 characters long and include at least three different character types such as numbers, symbols, capital and lower case letters. You need to be able to type your access code so stick with letters, numbers, and punctuation that you see when you look at your computer keyboard. In general it is a good idea to avoid spaces in access codes.

Q) Are some access codes better than others?
A) It is recommended that you use something as an access code that you can remember without writing it down. Also you should avoid using your social security number, important dates, names of relatives, street addresses, and phone numbers because these are the things a determined intruder will try first. You must use at least 3 different character types such as capital and lower case letters, symbols and numbers to increase the security of the password.

Q) I have a SunState Express PC Home$Banking™ access code but I'm still having trouble signing on to SunState Express PC Home$Banking™.

The access code is "case sensitive". Make sure your "caps lock" key is turned off.

The lowercase "L" and number one look very similar, try them both.

If there are too many invalid access attempts, your SunState Express PC Home$Banking™ access will be frozen until you call SunState to get it re-enabled.

Q) I've already signed up for SunState Express PC Home$Banking™, but I lost/forgot my access code. What do I need to do to get back online?
A) Simply call one of our Sales Representatives during normal business hours. Once they positively identify you, they can assign you a new access code.

Q) What happens if I don't have cookies enabled and I try to access SunState Express PC Home$Banking™?
A) After you login you will see your account summary screen. If you try to access any other part of SunState Express PC Home$Banking™ you will get an error message saying "The account number or access code you have entered is invalid". This is because cookies are used to maintain the state of your SunState Express PC Home$Banking™ session.

Q) How do I sign up for SunState Express PC Home$Banking™ on all of my accounts?
A) Complete the authorization forms for EACH account number that you wish to be able to TRANSFER FROM or want information from.

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Q) What are the risks of using SunState Express PC Home$Banking™?
A) SunState Express PC Home$Banking™ is designed in such a way as to protect you and the credit union from fraudulent activities. Never tell a browser to remember your password. Never leave your PC unattended while logged into SunState Express PC Home$Banking™. Always log out of SunState Express PC Home$Banking™ when you are done using the service. Please safeguard your access code and always call us immediately if the security of your access code has been compromised.

What if I tell my browser to save my password?
Saving your account number and password in your browser is a security risk. Anyone who can access your computer then has access to your account. To remove your information from the Internet Explorer click "Tools", "Internet Options" and select the Content tab. Under Content select "Auto Complete". Unselect the User Names and Passwords and the Clear Passwords and Users Options, then click save.

Q) What happens if someone steals my access code?
A) Your access code should only be in your head. Access codes should never be written down on anything or shared with anyone else.

If you can still access SunState Express PC Home$Banking™ but you know someone knows your access code, log on to SunState Express PC Home$Banking™ and click on User Access Options and then select Change Access Code.

Review your account for any transactions that you did not make or authorize. If you have any concerns, please advise the Regulation E Clerk immediately.

If you cannot get into SunState Express PC Home$Banking™, you must call a Sales Representative at SunState FCU to have them temporarily disable your SunState Express PC Home$Banking™ service until a new access code can be sent to you.

Q) Can a member use SunState Express PC Home$Banking™ to change account information, like an address?
A) Yes, you can change your address, phone numbers and SunState Express PC Home$Banking™ access code and language preference.

Q) How can I enable my browser to accept cookies?
A) Each browser is different and you will need to consult your browser's documentation if you do not know how to enable cookies. Many browsers have a Help menu which should aid you if you are unsure. 

Q) I have two accounts and when I was mailed the access codes it was the same for both of them. Isn't this a security issue?
A) The access code generation system is random, but it is designed so that when you sign up for more than one account at the same time you will get the same access code for all of your accounts. We do this because the access codes are mailed without the account number on them. If you received four different access codes for your four different accounts, you wouldn't know which code went with which account. We also have security measures to detect when someone is trying to access your account repeatedly by trying different access codes, hoping to guess the right one. Your SunState Express PC Home$Banking™ access will be frozen after repeated failed attempts. You will need to contact a Sales Representative to get your access re-enabled. Once you have received your access codes, you should change the code on each account the first time you log on, especially when different persons are authorized on each account.

Q) What are cookies used for? Some credit unions say they don't use them because they don't want to appear to be "snooping" on the member.
A) Cookies enable us to maintain information which helps us maximize the security of SunState Express PC Home$Banking™. The cookies used by SunState Express PC Home$Banking™ should never get written to your hard disk. This does not contain any information that is useful to anyone else. For more info on cookies go to Cookie Central's FAQ page .

Q) How do I know when I'm connected to a secure site?
A) Look for the Lock:

If you are using Netscape Navigator, you will see a lock icon with a yellow background in the lower left corner when you are connected to a secure site.

If you are using Internet Explorer, you will see a lock icon in the lower right corner when you are connected to a secure site.

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Q) How can I view my statements online?
A) Once you are logged into SunState Express PC Home$Banking™, click the "E-Statements" link and follow the online instructions. E-Statements are FREE and you get the added benefit of viewing your checks!

Q) How can I view my check images online?
A) First, sign up for E-statements. Then simply click on "View my E-Statements" and select "Checks". If you are unable to see your check images you can download a free viewer from www.alternatiff.com and install it on your computer. Online Check Images are FREE!

Q) Can I pay my bills with SunState Express PC Home$Banking™?
A) YES! With Electronic Bill Payment from SunState you can pay your bills online.

Q) How much does Electronic Bill Payment Cost?
A) Electronic Bill Payment is FREE when you pay at least 3 bills each month using our electronic bill pay service. If you are signed up for our Online Bill Pay service and you pay less than 3 bills in one month, the fee for that month is $4.95.

Q) Will I be able to do transfers from my accounts to each of my other accounts and those of my family?
A) Yes, you may transfer funds from your account to another account. You will need to authorize these features in writing. Sign up forms are available on the web, in the SunState Express PC Home$Banking™ brochure, and at each branch. For more information please call and speak with a SunState Sales Representative.

Q) Will I be able to download directly to Quicken™ or Microsoft Money™, or my favorite financial software? How do you do it?
A) Yes, Quicken, MS Money, and most financial programs use the same file format to import data from an outside source. It is usually referred to as "Quicken Interchange Format" or "QIF". Quicken was the company that created this format so they got to name it. Many other financial programs also support this format. Please consult the manual or online help that comes with your financial software package to find out more about this feature. Each financial program is different; the general steps are:

1. Log into SunState Express PC Home$Banking™.
2. Click on "History" from the menu on the left.
3. Click on "Download History for Quicken/Money".
4. Select the Share/Loan and enter the dates you are interested in.
5. If you are asked to save a file, save it to disk.
6. If you get a text listing, go to the File menu and choose Save As to save the page to disk.
7. Open your financial program. There should be an import feature; refer to your financial software manual or online help for further instructions.

Q) I have downloaded a QIF File, but my financial software incorrectly interprets dates after 2000.
A) Quicken 98™ and earlier versions support only two digit years. You must upgrade to Quicken 99™ or Quicken 2000™ to take advantage of our Quicken™ Download feature.

Q) Can I be approved for a loan online?
A) Not yet, but we are working on this.

Q) What can I do with SunState Express PC Home$Banking™, other than check my balances?
A) Basically, whatever you can do with Money$Line, plus some other enhancements. You can:

• Transfer funds to authorized accounts/shares.
• Make loan payments.
• Check recent activity.
• Request a check.
• Download your transactions to be imported into your financial program.
• Pay your bills with Electronic Bill Payment.
• View E-statements and check images.

Q) How do I find out where the closest CU24 ATM is?
A) Go to the CU24 web site located at http://www.cu24.com/.