Account Services

Troubleshooting

Hopefully your experience with Personal Access will be trouble-free, but sometimes that just isn't the case. We've posted a number of common questions (and their answers) here for you.

If after looking here you still need help, give us a call at our call our Contact Center at (763) 544-1517 or (800) 862-1998. Monday - Friday: 8:00 am - 6:00 pm and Saturday: 9:00 am - NOON. If you would prefer, you can send an Email and you'll receive a response within one business day.

If you get the message "Your Financial Institution is Not Available" while trying to sign on during this time frame, try back in 15 minutes. You might also find the system unavailable from time to time when we perform month-end statement processing, system backups, and software upgrades. Thank you for your patience as we strive to keep the system in tip-top shape.

Bookmarked Page Problems

Seem to be having trouble getting on to the TruStone Financial website using the same bookmark you've always used? What's the problem? You might be using a bookmark that's linked to an outdated page. Make sure that you're always using a bookmark that goes to this address: http://trustonefinancial.org

Below are specific instructions for creating bookmarks using the most popular web browsers. Good luck! If you're still having problems after trying to create your new bookmark, please don't hesitate to email us for help at estaff@trustonefinancial.org.

Firefox

  • From the Tools (PC) or Firefox (Mac) menu
  • Go to the General tab, and choose Options
  • Check that the first option 'When Firefox starts' is set to 'Show my home page'
  • Type the URL http://www.trustonefinancial.org into the Home Page box
  • Click OK

Internet Explorer

  • From the Tools menu, select Internet Options
  • Under the General tab you will see a box where you can enter a URL
  • Type the URL http://www.trustonefinancial.org into the Home Page box
  • Click OK

Mozilla

  • From the Edit menu, select Preferences
  • Select the Navigator link at the left
  • Make sure that the first option, 'When Navigator starts up, display...' is set to 'Home page
  • Type the URL http://www.trustonefinancial.org into the Home Page box
  • Click OK

Netscape

  • Go to the Tools menu
  • Select Options
  • Go to the General tab
  • Check that the first option 'When Netscape starts' is set to 'Show my home page'
  • Type the URL http://www.trustonefinancial.org into the Home Page box
  • Click OK

Opera

  • Go to the Tools (PC) or Opera (Mac) menu
  • Select Preferences
  • Go to the General tab
  • From the Start Up menu, select 'Start with homepage'
  • Type the URL http://www.trustonefinancial.org into the Home Page box
  • Click OK

Safari

Please note that some versions of these browsers, particularly very old ones, may behave in a slightly different way. If you need further help setting your homepage, or have a browser that isn't mentioned here, check your browser's Help menu.

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Error Messages

"403.4 Forbidden: SSL Required"

If you are getting this message, you are probably trying to connect to Personal Access using an incorrect web address. Click on the following address for Personal Access, and this should allow you to connect to the Personal Access server: https://mfa.tfcumn.org

"Invalid Page Fault"

To fix this error, you will need to upgrade your browser to the latest version. The latest version of Internet Explorer is available for free by clicking on the following link: Internet Explorer.

"Network Error: Socket is already connected" or "A network error occurred while Netscape was sending data (Network Error: Socket is already connected) Try connecting again." Or "Internet Explorer cannot open the Internet site https://personalaccess.tfcumn. org/. A connection with the server could not be established."

To fix this error, you will need to upgrade your browser to the latest version. The latest version of Internet Explorer is available for free by clicking on the following link: Internet Explorer.

"Problem during transit" or "There has been a problem during transit. Your browser may not be supported. Please sign on again."

The most likely solution is that you need to enable or accept "cookies" on your browser. Personal Access will not function without cookies enabled. (Each browser version can be different, so please check with your browser manufacturer to learn how to enable cookies on your browser.)

If this is not the solution, try updating your browser. The latest version of Internet Explorer is available for free by clicking on the following link: Internet Explorer.

"The identity certificate uses an unknown signature algorithm"

To use Personal Access securely, you need to upgrade your browser. The latest version of Internet Explorer is available for free by clicking on the following link: Internet Explorer.Remember that you can also access your accounts with Telexpress, our touch-tone telephone account access. Call 763-544-TFCU (within the Minneapolis/St. Paul area) or 1-800-343-TFCU and use your Personal Access PIN to sign on.

"Sign on information. Problem signing on. Ultra Access Gateway — unable to process the request at this time. Please return to the sign on section and try again."

Typically this message is displayed when Personal Access is going through daily maintenance. Therefore, Monday — Friday, you will find the system unavailable between 9:00 and 9:15 PM each evening as we complete our daily maintenance tasks. If you get the message "Your Financial Institution is Not Available" while trying to sign on during this timeframe, try back in 15 minutes.

You´ll also see this message when we are processing month-end statements, backing up the system, or performing software upgrades. If the system is going to be unavailable, notification messages will be posted on both our home page, as well as the Personal Access signon page.

When going to the Personal Access signon page, you get this message: "The page must be viewed over a secure channel."

For obvious security reasons, we want to make sure your Personal Access information stays confidential. In order to make sure your member number and PIN stay safe, Personal Access is located on a secure server.

The web address of this server is: https://mfa.tfcumn.org

Note the "s" after the "http" in the beginning of the address. If the web address you're trying to go to does not have this "s," you will receive the error message described above.

"Your Financial Institution is Not Available"

If you´re having problems logging into Personal Access, you might be trying to log in during our routine maintenance procedures. Personal Access is unavailable nightly between 9:00 and 9:15 PM (CST), Monday — Friday to allow for routine maintenance.

If you get the message "Your Financial Institution is Not Available" while trying to sign on during this timeframe, try back in 15 minutes. You might also find the system unavailable from time to time when we perform month-end statement processing, system backups, and software upgrades.

"Sign on information. Problem signing on. Ultra Access Gateway — unable to process the request at this time. Please return to the sign on section and try again."

Typically this message is displayed when Personal Access is going through daily maintenance. Therefore, Monday — Friday, you will find the system unavailable between 9:00 and 9:15 PM each evening as we complete our daily maintenance tasks. If you get the message "Your Financial Institution is Not Available" while trying to sign on during this timeframe, try back in 15 minutes.

You'll also see this message when we are processing month-end statements, backing up the system, or performing software upgrades. If the system is going to be unavailable, notification messages will be posted on both our home page, as well as the Personal Access signon page.

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Sign-On Issues

Why has the Personal Access Online Banking log in page changed? It is our commitment to our members that access to your financial information is appropriately secure. The change you are seeing on the login page is due to enhanced measures to secure your personal account information. The following details the changes made and what you can expect. As always, if you have any questions or concerns regarding these changes please contact us by phone at 763-544-1517 or via email at estaff@trustonefinancial.org.

Summary of the first time you log in after Registration

The login process has changed in three major ways:

  • Login is now a multiple step process instead of one screen where you enter your Member Number and PIN. You will now enter your Member Number and random Security Code on the first login screen.
  • The next screen will prompt you to enter your PIN and to verify the Personal Phrase that you select during registration.
  • The first time you login to register, you will be asked to enter in three Challenge Questions and corresponding answers as well as a Personal Phrase. If you do not register your PC, you will be asked one of your Security Questions.

Step 1:

Enter Member Number or User Name and random Security Code.

Login Step 1

Step 2:

Answer the Security Question if your PC is not registered.

Login Step 2

Step 3:

Verify that your Personal Phrase is correct and enter your current Online Banking PIN. Select the radio button next to Register your Computer if you would like to skip the Security Question the next time you log in to Personal Access.

Login Step 3

"Sorry, that was not a valid member number, SSN, or PIN."

Did you receive this message while trying to sign-on to Personal Access, but don´t know why? Here are a few possibilities to consider:

  • Don´t include your account type (S1, S10, etc.) before or after your member number.
  • Don´t include a "#" symbol before or after your member number or PIN.
  • Make sure the PIN you´re entering contains no symbols (dashes, etc.) or letters.
  • Make sure you´re entering a "numeric" PIN.
  • Make sure you´re entering your Telexpress PIN, not your Check Card or CUE Card PIN.

A final note - as a security precaution, Personal Access locks out users if the incorrect PIN is entered a number of times. If you´ve tried repeatedly to sign on with no success, even correct member number and PIN values may not work if you´ve been locked out of the system. Also note, if you are locked out of Personal Access, you´ll be locked out of Telexpress, as well. Please call TruStone Financial´s Contact Center at (763) 544-1517 or (800) 862-1998. Monday - Friday: 8:00 am - 6:00 pm and Saturday: 9:00 am - NOON.

When you click on the ePay button, you get the error message:

"System Error: Web Exchange — Vendor Error. Vendor information not available at this time! Please contact your financial institution for details."

This error message can happen for a lot of different reason (i.e. you don't have a checking account with TruStone Financial, TruStone Financial doesn´t have all of your personal information on file, or the ePay Site is temporarily down.

If you receive this error message, please contact TruStone Financial´s Contact Center for assistance. You can also send an Email to our online support staff.

When you click "View More" to see your checking account history, the page starts to load, then seems to disappear.

If you experience this, try following these steps exactly:

  • Sign on to Personal Access
  • Click the "Accounts" button
  • Click the "View More"mibank. button for your checking account
  • *Stop*
  • *Wait*
  • Do not click the "Show All Cleared Checks" button — give the history page plenty of time to load to your screen.

Wait for the entire account history to load. If you are using a dial-up internet connection and have a large number of transactions, your account history can take a while to load on the page. When it is done, go ahead and click on the "Show All Cleared Checks" button, if that is what you need.

"Sign on information. Problem signing on. Ultra Access Gateway - unable to process the request at this time. Please return to the sign on section and try again."

Typically this message is displayed when Personal Access is going through daily maintenance. Therefore, Monday - Friday, you will find the system unavailable between 9:00 and 9:15 PM each evening as we complete our daily maintenance tasks. If you get the message "Your Financial Institution is Not Available" while trying to sign on during this timeframe, try back in 15 minutes.

You'll also see this message when we are processing month-end statements, backing up the system, or performing software upgrades. If the system is going to be unavailable, notification messages will be posted on both our home page, as well as the Personal Access signon page.

When going to the Personal Access signon page, you get this message: "The page must be viewed over a secure channel."

For obvious security reasons, we want to make sure your Personal Access information stays confidential. In order to make sure your member number and PIN stay safe, Personal Access is located on a secure server. The web address of this server is: https://mfa.tfcumn.org

Note the "s" after the "http" in the beginning of the address. If the web address you're trying to go to does not have this "s", you will receive the error message described above.

"Your Financial Institution is Not Available"

If you're having problems logging into Personal Access, you might be trying to log in during our routine maintenance procedures. Personal Access is unavailable nightly between 9:00 and 9:15 PM (CST), Monday - Friday to allow for routine maintenance.

If you get the message "Your Financial Institution is Not Available" while trying to sign on during this timeframe, try back in 15 minutes. You might also find the system unavailable from time to time when we perform month-end statement processing, system backups, and software upgrades.

"Sorry, that was not a valid member number, SSN, or PIN."

Did you receive this message while trying to sign-on to Personal Access, but don't know why? Here are a few possibilities to consider:

  • Don't include your account type (S1, S10, etc.) before or after your member number.
  • Don't include a "#" symbol before or after your member number or PIN.
  • Make sure the PIN you're entering contains no symbols (dashes, etc.) or letters.
  • Make sure you're entering a "numeric" PIN.
  • Make sure you're entering your Telexpress PIN, not your Check Card or CUE Card PIN.

A final note - as a security precaution, Personal Access locks out users if the incorrect PIN is entered a number of times. If you've tried repeatedly to sign on with no success, even correct member number and PIN values may not work if you've been locked out of the system. Also note, if you are locked out of Personal Access, you'll be locked out of Telexpress, as well.Please call TruStone Financial's Contact Center at (763) 544-1517 or (800) 862-1998. Monday - Friday: 8:00 am - 6:00 pm and Saturday: 9:00 am - NOON.

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Problems After Signing On

You performed a transfer in Personal Access and when you look at it in the account's transaction history, it has an asterisk "*" next to it and the funds are not shown as available.

Normally, you can perform a transfer in Personal Access and access your funds immediately. However, if you try to access funds that have been transferred during non-business hours, they will appear in a pending state in your transactions history and not be available until the following business day when we process weekend and overnight items.

When downloading your transaction history from Personal Access into Quicken 2002 or earlier, your history displays in your browser window.

TruStone Financial has found a compatibility problem with our Personal Access software and version of Quicken 2002 or lower when using Internet Explorer as your browser. You may find when downloading your transactions to Quicken they appear in your browser window. We have notified our software provider of this problem and are waiting for a permanent solution.

In the meantime members encountering this problem can use Netscape as their browser when downloading transactions or upgrade to the latest version of Quicken which offers web connect downloads. We apologize for the inconvenience this may cause and hope to have a solution in the near future.

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Why is the web address of the Enrollment and Login page not "trustonefinancial.org?"

In order to implement the required security requirements that have been mandated, we've had to add a new login process to our online account access website.

The new login and enrollment server address is as follows: https://mfa.tfcumn.org/auth/Authorize?fiid=1

This server is a safe place to enter your member number and PIN to access your online information. If you have any questions or concerns, please don't hesitate to contact us.

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What is the Security Code?

Security Code

The security code is an extra security measure used to eliminate fraudulent parties from randomly selecting account numbers.

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What is my Security Image?

Security Image

The Personal Phrase is used to help you identify Online Banking as a legitimate site for TruStone Financial. The text word or phrase you select will be converted to an image. This image will identify Online Banking as a legitimate site.

This is a phrase that you choose during the registration process. This phrase can be anything that you'd like to enter, there is no right answer. The only guidelines to choosing are:

  • You cannot use more than 20 characters
  • You cannot use symbols or special characters

When you log into Online Banking you will see your Personal Phrase. (Please do not enter any PIN's or Passwords). The Security Image is used to help you identify Internet Banking as a legitimate site. The text word you select will be converted to an image. When you log into banking you will see the Security Text Image with a watermark logo behind it.

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What does "Register This Computer" mean?

Register Your Computer

If you choose to register your computer, you will not be prompted to answer one of the 5 Security Questions you set up during enrollment. You will still have to enter in your Member Number, password/PIN and the random Security Code. You can register your computer after you have completed the initial enrollment. The system uses information about the members hardware and software to recognize a registered computer.

If you delete your cookies on your PC, you will have to re-register the computer.

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What does "Do Not Register This Computer" mean?

Do Not Register Your Computer

If you are using a computer that is accessed by numerous users (Ex. library or kiosks) we recommend that you do not register your account on this PC. We only recommend you register your personal computer at home or at work.

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Can I register on more than one computer?

Yes. You can register your account on more than one PC.

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Can my spouse, children, and I register on the same PC?

Yes. You can register numerous accounts on the same PC. This will bypass the security questions when you log in.

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Do I have to re-register my PC when I delete my cookies?

Yes. The system uses your PC hardware and software information to recognize you are a legitimate user. If you delete your cookies, the information is no longer available to authenticate your login. You will be prompted to answer one of your security questions.

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Why do I have to register again when I use a separate browser on the same PC to access Online Banking?

When you register your account on a certain PC it stores software and hardware information used to access Online Banking. The system stores information like your browser (Internet Explorer, Netscape, Firefox) and operating system (Windows XP, 2000, Macintosh). If you access Online Banking with anything different for future logins, you are required to register the new system information.

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Will my PIN number change?

No. The PIN you use to log into Online Banking will remain the same.

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What if I forget my PIN or the answers to my Security Questions and I am locked out of Online Banking?

Please feel free to call us at 763-544-1517 or via email at estaff@trustonefinancial.org and we can reset your information.

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How do I change my Online Banking PIN?

If you are NOT locked out of Online Banking, log in and click on the More Options button. Click on the Change PIN button and enter your current Online Banking PIN followed by your new PIN twice. If you are locked out of Online Banking, please call us at 763-544-1517 or via email at estaff@trustonefinancial.org and we can reset your information.

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Can I change my Security Questions and/or my Personal Phrase?

Yes. Log into Online Banking and click on the "More Options" button. A new button has been created called "Enhanced Login." Click on the "Enhanced Login" button to edit your Security Questions or Personal Phrase.

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What is the Login User Name?

Members can now log in to Online Banking using a User Name instead of your Member Number. The User Name must be 10 to 20 alphanumeric characters. You cannot use all numbers.

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If I get locked out of Online Banking, will I have to re-register for the new security piece?

No. You will not have to re-register for the new security, but you will need to call us at 763-544-1517 or email at estaff@trustonefinancial.org to unlock your account.

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Will I still have access to all the same accounts online?

Yes. This process only affects how you login, not your Online Banking accounts.

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What will happen to my Bill Pay settings, account alerts, or any other saved settings within Online Banking that I had set up before this change?

All pre-setup settings within your Online Banking session will remain the same after this change.

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Does the new security enhancement affect my downloading into Quicken or Microsoft Money?

Your Quicken/Microsoft Money downloads should not change the way you access your information. The only thing that has changed is how you log-in to Online Banking. If there are any issues, please let us know by emailing us at estaff@trustonefinancial.org

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Why all this attention to the login process?

While the chances of Identity Theft or monetary loss are slim, there are active malicious entities on the Internet that look to access your account (and often times your personal information). One of the most popular methods of fraud is through impersonating individuals during the login process. It is our intention to make this process as difficult as possible for these fradulent parties while keeping your experience as hassle-free as possible.

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Why cannot I use certain words like "drop" as part of my security answer?

There are certain words used by hackers to wipe out data. Therefore, the following words are restricted, "select," "delete," "update," "insert," "drop," and "null."

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