E-Teller Troubleshooting


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Welcome to the Troubleshooting area. Here you can get information and suggestions for problems you may be experiencing.
Click on a problem below for information and suggestions related to that problem.
If this area does not provide a resolution for your issue, please notify us with additional information by: selecting the Feedback option in the menu at the top of the page, or calling us during regular business hours at (907 459-5900 or (800) 478-1949.

 

Problem #1
What if I forgot my password?

Recommendation:
Simply choose the "Forgot Your Password?" link to the right of the Password blank. This will bring you to a screen where you will need to provide your Sign-On ID and your email address. Then answer the security question. Your password will be emailed to the email address we have on file.

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Problem #2
What if I forgot my Sign-On ID?

Recommendation:
If you have forgotten your Sign On ID for e-Teller, please contact a Member Service Representative during regular business hours at:(907) 459-5900 or (800) 478-1949.

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Problem #3
How do I change my Sign On ID?

Recommendation:
If you would like to change your Sign-On ID for e-Teller, please contact a Member Service Representative during regular business hours at: (907) 459-5900 or (800) 478-1949.

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Problem #4
Why am I being asked for additional information when I log on to e-Teller from a different computer than I usually use?

Recommendation:
This standard security feature is an added layer of protection. It will prompt you to answer some questions and provide contact information which will be used to verify your identify in e-Teller sessions. If unusual or uncharacteristic behavior occurs during an e-Teller session, the user will be prompted to verify the account holder’s identity. On occasion the account holder may receive an automated phone call and be prompted to enter the code that will appear on their computer screen in order to verify identity and that no fraudulent transaction has occurred. Providing up-to-date information to the Credit Union will ensure a trouble free e-Teller session.

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Problem #5
What if I cannot be contacted at any of the phone numbers listed?

Recommendation:
If you are attempting a transaction and cannot be reached at any of the phone numbers listed on your account, please call a Member Service Representative at (907) 459-5900 or (800) 478-1949 during regular business hours, or send an email to info@spiritofak.com.

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Problem #6
Why do I occasionally see an ALERT! screen?

Recommendation:
E-Teller will automatically log you off if left unattended for a period of time. This is done in case you have forgotten to log off the system. If you remain motionless the system may interpret this to mean that you have left the system and will subsequently log you off. The ALERT! Screen will appear and you will need to log back into your account..

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Problem #7
During sign in, I am immediately presented with an ALERT! screen which states I have performed an illegal activity.

Recommendation:
The most common cause is because your browser has not been configured to accept cookies. E-Teller depends on cookies to verify your identity after signing in. If you have disabled cookies or if you are running third-party software which intercepts or deletes cookies, you will not be able to use e-Teller to manage your accounts.
In order to change how your browser configures cookies, please refer to the Browser’s Help function.

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Problem #8
I'm "Locked Out". What do I do?

Recommendation:
For security reasons we require that you contact a Member Service Representative during regular business hours at: (907) 459-5900 or (800) 478-1949.

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Problem #9
When you request that an account be added, it will usually appear in your Accounts summary the next time you sign on.
Occasionally, the account may not appear until the next business day. If the account does not appear after one business day, notify Member Services via Feedback option, via email to info@spiritofak.com or call us during regular business hours at: (907) 459-5900 or (800) 478-1949.

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Problem #10
The information in my register does not appear to be up-to-date.

Recommendation:
E-Teller operates in real-time.. Transactions are updated immediately. Debit card transactions may appear as pending. If you believe that an item has cleared but does not appear your register, send a message to Member Services using your Feedback option or send an email to info@spiritofak.com. The matter will be researched and you will be notified within 24 hours or call us at (907) 459-5900 or (800) 478-1949 during regular business hours.

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Problem #11
There is a transaction in my Register that I do not recognize.

Recommendation:
If there is a posted transaction in your register that you do not recognize contact Member Services using your Feedback option or send an email to info@spiritofak.com. Please specify the transaction information and we will research the issue and get back to you within 24 hours or call us at (907) 459-5900 or (800) 478-1949 during regular business hours.

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Problem #12
I have scheduled a transfer, what should I do?

Recommendation:
If your transfer has not been posted to your account within the specified please notify Member Services using your Feedback option or send an email to info@spiritofak.com. Please specify the transaction information and we will research the issue and get back to you within 24 hours or call us at (907) 459-5900 or (800) 478-1949 during regular business hours.

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Problem #13
I have scheduled a payment through Bill Pay and it has not been paid, what should I do?

Recommendation:
If you scheduled a bill to be paid through Bill Pay and the transaction has not been posted to your account by the specified date, please contact iPay Customer Care Center directly at (866) 321-7048 between the hours of 7:30 PM to 8:30 PM ET Monday through Friday.

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Problem #14
I can view other areas of the e-Teller but I can't get into my accounts through e-Teller. What's wrong?

Recommendation:
If you are unable to access secured areas within your accounts in e-Teller, it may be because of your browser and Internet Service Provider. Your browser and Internet Service Provider must support secured sites. Refer to the requirements for using e-Teller.
Another reason that you might not be able to access e-Teller is that cookies may not be enabled. In order to enter the secure encrypted site, you must be accepting cookies. To enable cookies, please refer to the Help function of the Browser in which you are using.

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Problem #15
How do I report a lost or stolen debit or credit card?

Recommendation:
Call (866) 875-6807 immediately or call us at (907) 459-5900 or (800) 478-1949 during regular business hours.

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