Here you will find a list of Frequently Asked Questions about our Belvoir Online Banking (BOB) and Bill Payer service.

Belvoir Online Banking (BOB)

What forms and applications do I have to fill out to use BOB?

None. All you need is your member number and Access Code. There are no forms or applications to fill out for you take advantage of the features available through BOB.

How do I sign up for BOB / How do I get an Access Code?

All you need to access BOB is your member number and an Access Code. You can find your member number at the top of the first page of your Belvoir Federal Credit Union Statement. If you are accessing BOB for the first time, your Access Code will be the last four digits of the Primary Member’s Social Security Number.

When typing it in to log on to BOB, the number should not include any spaces or dashes (i.e. account 123456-7-0 should be typed 12345670). If you do not have an Access Code and would like to get one, contact us.

What software do I need to access BOB?

You can use either Firefox, version 3.0 or higher, or Microsoft Internet Explorer, version 7.0 or higher. Your browser must be SSL 3.0 (Secure Socket Layer 3.0) compatible. Version 3.0 or higher of Firefox and Internet Explorer satisfy that requirement.

My member number and Access Code are already filled in, is this secure?

If you are using Microsoft Internet Explorer on a Windows platform your member number and Access Code may automatically fill in when you enter BOB. This is a feature of this browser version that works much like the later versions of Microsoft Word where the application automatically complete words that you have typed before and use frequently. This is not a feature that Belvoir Federal controls through BOB. In fact, you may experience this feature on other sites that you frequently visit and are required to input the same information each time. While this is a nice feature when used with some sites, we strongly recommend that you disable this feature when accessing sites that contain sensitive or confidential data, like BOB.

To do this go to the Tools menu option and select Internet Options

• A dialog box will appear with six tabs across the top, click on the Content tab and then click on the AutoComplete button in the Personal Information section at the bottom.


• A dialogue box called AutoComplete Settings will appear, deselect the “User name and password on forms” checkbox and click on the Clear Passwords button.


• Then click OK to save your settings and click OK on the Internet Options window.

For more information about this feature refer to Microsoft’s support site for Internet Explorer at http://support.microsoft.com/support/ie/.

BOB keeps trying to write a “cookie” to my hard drive. Is this safe?

Yes, it is safe. BOB is in no way gathering from or storing on your computer confidential or sensitive information via cookies, or any other mechanism for that matter. BOB uses cookies to only pass BOB session variables (strings of numbers that mean something only to the software running BOB) between pages so the server can “remember” where you are in a transaction and get you to the right spot to complete that transaction.

The cookies in BOB DO NOT collect or save member number or Access Code information. Further, the cookies used by BOB are encrypted twice and are automatically removed from your computer when you click the End Session link. And, cookies in general can only be read by the server that created them. In essence, only BOB can read BOB-generated cookies (and only while you’re using the service).

Why can’t I import my Belvoir Federal account information into Quicken 2005?

Neither Belvoir Federal nor our partners have restricted the use of any financial management tool. Intuit made a strategic decision, with the release of Quicken 2005 for Windows, that QIF Data Imports will no longer be available for checking, savings, 401(k) and all other brokerage accounts, including online bill pay. For more information regarding this change please refer to this website.

<p?Alternative solutions for continual support – to either remain on a previous version of Quicken or convert to MS Money. Please refer to this website for additional information.

Can I pay bills using BOB?

Yes and no. Yes, you can transfer funds from your share and checking accounts to your Belvoir Federal loan accounts to make your monthly payments or “bills.” In order to pay your bills with organizations other than Belvoir Federal, you must use our online bill payment service that gives you unlimited bill payment and is available 24 hours a day, seven days a week from anywhere in the world.

When making an online loan payment, can I apply the amount to principal only?

Since all our loans are simple interest loans, interest accrues daily. When you make an additional payment on your loan (other than your scheduled monthly or biweekly payment), part of the payment goes to the interest that has accrued since your last payment. Our system requires that you must pay the accrued interest with every payment. If you want the entire amount to go towards principal, DO NOT use BOB to make your payment. You must email your request to us.

What if I’ve tried your suggestions and am still experiencing problems?

If the problem you’re experiencing cannot be resolved using any of the suggestions we’ve provided, or you’re experiencing a problem that is not addressed, please contact us immediately.

When contacting us please provide the following information:

• Internet Service Provider – ISP (i.e. AOL, Starpower, work server, etc.)


• Browser type (i.e. Netscape Navigator, Microsoft Internet Explorer, etc)


• Specific browser version (i.e. 3.02, 4.01a, etc.)


• Operating system (i.e. Windows 95, Windows 3.1, PowerMac, etc.)


• Any anti-virus browser plug-ins and their versions (i.e., Norton Anti-Virus 4.0, etc.)


• Date and time of the problem


• Error type, if given (i.e. 404-not found)


• If you received a dialogue box, what type (i.e. Netscape, Norton Anti-virus, Dr. Solomon’s)?


• Your name


• Your e-mail address

While we will make every effort to solve your problem as soon as possible, sometimes we may need a little time to do research on the error.

Will I have access to accounts on which I am a joint-owner?

Yes. As long as you have an Access Code and are a joint-owner on an account, you will have access to that account. Conversely, if you are the primary owner of an account and there is a joint-owner, such as a spouse or child, that person will also have access to the account through BOB.

I can’t access my credit card account.

To access your credit card account information, log into BOB and click on the link that says Click here to Access Credit Card Information.

If I make a payment to my loan, when will it be posted?

When you make your payment to your loan by transferring funds from another account through BOB, your payment will be reflected immediately. However, if you make your payment after our close of business on Friday night or the day before a holiday, the payment will be dated the next business day.

I’ve returned to BOB several times recently and I receive the “Not available” message, even though it’s not a regularly scheduled maintenance time.

You may have at one point attempted to use BOB while it was undergoing regularly scheduled maintenance and the “Not available” screen was cached by your browser. Both Netscape Navigator and Microsoft Internet Explorer cache pages, that is, they store versions of them locally on your hard drive, so that when you return the page loads faster. While this is very convenient when accessing pages that don’t change very often, it can be problematic for pages that are updated frequently, have timely information, or change on a consistent schedule. If this occurs, simply click on your Refresh (for Explorer) or Reload (for Firefox). After refreshing/reloading, if you continue to receive the “Not available” screen, please contact us.

I need help with Online Bill Pay. Who do I call and when are they available?

If you need help with Online Bill Pay, please contact our partner’s Customer Care Center directly at 1.888.918.7497. They are available 24 hours a day, 7 days a week.

Bill Payer

Is Online bill pay free?

Yes! Online Bill Pay is free to our members who have a checking account.

How do I enroll in online bill pay?

To enroll in online bill pay, you must first be enrolled in BOB (Belvoir Online Banking). Then, you will have access to Bill Pay through BOB.

How are payments sent?

Payments are sent two ways: electronic and paper check. For payees who can only accept checks, the member’s account is debited electronically and an authorized paper check is issued on behalf of the member.

When can payments be scheduled?

Payments may be submitted at any time. All payments should be scheduled according to process date and not according to due date. For example, payments should be scheduled to process before the actual due date. Estimated arrival times are automatically displayed during the scheduling process. It is recommended to schedule payments in advance to ensure timely delivery. Payments are electronically debited from your account on the process date.

Are my payments guarenteed with on-time delivery?

Due to circumstances beyond the control of the Service, particularly delays in handling and posting payments by Billers or financial institutions, some transactions may take longer to be credited to your account. The Service will bear responsibility for any late payment related charges up to $50.00 should a payment post after its Due Date as long as the payment was scheduled in accordance with the guidelines described under “Payment Scheduling” in this Agreement.

Why does the link send me to BOB (Belvoir Online Banking)?

Belvoir Federal Credit Union’s BillPay is actually a part of BOB. That way, you only have to remember log in information for one system.

I’ve never used BOB – how do I sign up?

All you need to access BOB is your member number and an Access Code. You can find your member number at the top of the first page of your Belvoir Federal Statement. If you are accessing BOB for the first time, your Access Code will be the last four digits of the Primary Member’s Social Security Number.

When typing it in to log on to BOB, the number should not include any spaces or dashes (i.e. account 123456-7-0 should be typed 12345670). If you do not have an Access Code and would like to get one, contact us.

I click on BillPay, but I don’t see it.

When you click on Bill Pay, a new window (pop-up) is opened. If you have your pop-up blockers enabled, it may be preventing you from accessing Online BillPay. In Internet Explorer, click on “Tools” then “Internet Options” and go to “Privacy” to disable your pop-up blocker.

How secure is my bill payment and personal information?

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

• SSL — Belvoir Federal Bill Pay uses SSL (secure sockets layer) which ensures that your connection and information are secure from outside inspection.


• Encryption — Belvoir Federal Bill Pay uses 128-bit encryption to make your information unreadable as it passes over the Internet.


• Automatic Sign Out — Belvoir Federal Bill Pay automatically signs you out of a session if you are inactive for a predefined time (usually 10 minutes). It is best if you sign out immediately after you finish your tasks in Belvoir Federal Bill Pay.

Which browsers should I use to access Belvoir Federal Bill Pay?

For best performance, we recommend you use one of the following supported browsers:

Mac OS X:

• Mozilla Firefox 3.0


• Safari 3.0 (OS X 10.5x)

Microsoft Windows

• Mozilla Firefox 1.5 and 2.0 (Windows XP)


• Internet Explorer 7.0 (Windows XP)

Browser Options:

• JavaScript must be enabled for the application to function optimally

Blocked Browsers:

The following browsers are programmatically blocked from use because the browsers affect the ability to successfully make a payment using PayLynx RXP:

• Microsoft Windows: CompuServe (Win 98, Win 2000, XP)


• Mac OS X: Microsoft All IE

While other browsers may work with Belvoir Federal Bill Pay, these supported browsers provide the highest level of security, accuracy, and functionality.

When clicking on the Bill Pay Link, I receive an error message asking me to contact my Financial Institution to update my personal information.

Bill Pay receives all information regarding your account from Belvoir Federal. If the information does not match or has been recently been changed at Belvoir Federal and not updated with Bill Pay, you might receive this error. You’ll need to contact us and have your information updated.