Products | Electronic Banking | MetroWeb | MetroWeb FAQ

MetroWeb Frequently Asked Questions

General
What is MetroWeb?
When is MetroWeb available?
Is there any charge for using MetroWeb?
What do I need in order to use MetroWeb?
Is MetroWeb secure?
How do I sign up?

Account Access
How do I access MetroWeb?
How do I create a username?
How do I change my access code?
Can the joint owner of my account use MetroWeb?
Which accounts can I access through MetroWeb?
If I have more than one account, can I transfer funds between them?
What are e-statements and how do I sign up?
How do I view my check images?
Can I download my account history to Quicken or Money?
Why am I being asked to create a set of security questions?
Can I change my security questions?

Troubleshooting
What do I do if I forget my access code?
Why do I do if I forget my username?
An error message says that my account is frozen. What do I do?
Why can't I view my e-statements?
Why can't I view my check images?
Why can't I view my Visa information?
Why can't take an advance from or make a payment to my line of credit?

Browser-Specific Issues
Internet Explorer 6.0
Internet Explorer 7.0
Internet Explorer 8.0
Safari

General

What is MetroWeb? Back to top
MetroWeb is Columbus Metro's Internet branch. You can log on 24 hours a day, seven days a week to:

• Check your account balances
• View your account history
• Transfer funds in real time
• Make payments to Columbus Metro FCU loans and credit cards
• View images of your cancelled checks
• View your e-statements
• View pending debit card transactions and direct deposits.

When is MetroWeb available? Back to top
MetroWeb is available 24 hours a day, seven days a week. If MetroWeb will be down for scheduled maintenance, we'll put a message on the login screen well in advance. It's unusual for MetroWeb to be down otherwise, but it does happen occasionally. Please e-mail us at cmfcu@columbusmetro.org if you are unable to access the system at a time when maintenance is not scheduled.

Is there any charge for using MetroWeb? Back to top
Use of MetroWeb is free and unlimited.

What do I need in order to use MetroWeb? Back to top
You'll need a computer with either the Windows or Macintosh operating system, Internet access and a supported web browser such as Internet Explorer. You'll also need to complete a MetroWeb application, available at any of our offices or on the online forms page of our Web site.

The following browsers are officially supported for use with MetroWeb:

• Internet Explorer — Version 7.0 or higher
• Firefox — Version 3 or higher

If you do not see your browser listed, it does not mean that you cannot use MetroWeb. However, you may not experience optimum performance. The following browsers and tools are not recommended:

• Safari
• Beta versions of any browser
• Embedded browsers included with personal or commercial financial management software (i.e. Quicken, Quickbooks, Money)
• Browser add-ins and toolbars (IE 7 Pro, Google, Yahoo, etc.)
• AOL (you can connect to the Internet using AOL; just minimize AOL's browser and use a supported browser instead).

Is MetroWeb secure? Back to top
MetroWeb is accessed through the Internet using state-of-the-art security. All data transmitted between you and the credit union is automatically encrypted using Secure Sockets Layer technology and also passes through a firewall. For more detailed information on the various security mechanisms in place, click here.

How do I sign up? Back to top
To sign up, simply complete a MetroWeb application, available at any of our offices or on the online forms page of our Web site. Be sure to include your e-mail address on your application, and we'll send you an e-mail when your account is ready to go. Or, stop in any of our offices and sign up on the spot.

Account Access

How do I access MetroWeb? Back to top
Go to our Web site at www.columbusmetro.org and click on the MetroWeb tab at the top of any page. The first time you log on, you'll need your account number and the access code you selected. You'll need the username you create and your access code for subsequent visits.

How do I create a username? Back to top
The first time you log on to MetroWeb, click on the No username? Click here link and follow the prompts. If you use MetroWeb to access more than one account, you'll need to create a unique username for each account.

How do I change my access code? Back to top
Sign on to your account with your current access code and select Change Profile from the main menu, then choose Change Access Code and follow the instructions on the screen.

Can the joint owner of my account use MetroWeb? Back to top
Yes, a joint account owner may access the account the same way that you do. Please note that there is only one username and access code per account, so you will need to share this information with your joint owner for them to access your account.

Which accounts can I access through MetroWeb? Back to top
You can use MetroWeb to access any Columbus Metro share (savings), checking or loan accounts that appear on your monthly (or quarterly, depending on your account activity) statement.

If you have a Columbus Metro FCU Visa^® card, that information is available on a separate secure site, www.eZCardInfo.com. You will need to create a separate username and password; have your card handy when you sign up. You can link to the eZCardInfo site from the Account History or Links menus within MetroWeb, or there is a link on our home page.

If I have more than one account, can I transfer funds between them ? Back to top
You will automatically be able to transfer funds among the shares and/or loans within a specific account number. If you have more than one account number, please contact Member Services at 614.239.0210 or 800.986.3876 or e-mail us and we will set it up so that you can transfer between accounts.

Please note:

• When transferring funds between accounts, you must be logged on to the account that you want to transfer funds from.
• If you want to transfer funds to an account and you are not a primary or joint owner of the account you're transferring to, please complete a Cross-Account Authorization form and return it to us. The form must also be signed by the owner(s) of the other account.

What are e-statements and how do I sign up? Back to top
E-statements allow you to access your account statement online rather than receiving it by mail. It's easy, fast and secure; for more information, read our E-statement FAQ. To sign up, log on to your account and choose either Account Balances or History from the main menu, then select eStatement and follow the prompts. Click on the same option to access or cancel e-statements.

Please note:

• You will not have online access to any statement generated before you signed up.
• Only the four most recent statements are available online at any one time. We recommend that you print or save a copy of your e-statements for future reference.
• If you need a copy of a statement that is not available online, please contact us at 614.239.0210 or 800.986.3876. Statement copies are $5 each.

How do I view my check images? Back to top
As you browse your checking account history, simply click on the blue check number (the color changes to red as you roll over it) to view the check image. The image appears in a new window, so you will need to temporarily disable the pop-up blocker in your browser, if there is one.

Can I download my account history to Quicken or Money? Back to top
At this time, you cannot download your account history to Quicken if you are using Quicken 2003 or a later version. You can download your account history to Microsoft Money. To do so, choose History from the main menu and select Quicken/Money History Download.

Why am I being asked to create a set of security questions? Back to top
We have a number of mechanisms in place to make MetroWeb as secure as possible. One of these measures is a set of security, or challenge, questions. These are questions that you may be asked in the rare event that your identity needs to be further verified when you log on.

When it's time to set up your security questions, you'll be presented with a random list to choose from. You'll select three questions and then provide the answers to them. Try to avoid using answers that will change over time, and enter your answers carefully, as you will need to supply the exact same answer if you are ever prompted to answer them. Again, you should rarely — if ever — be prompted to answer these questions.

Can I change my security questions? Back to top
You can change your security questions by contacting the credit union to have them reset. Then, you'll be prompted to select and answer a new set of questions during a future MetroWeb session. We cannot change your security questions or answers or provide that information to you.

Troubleshooting

What do I do if I forget my access code? Back to top
If you opted in to the access code reset service, click on the Forgot your access code? link on MetroWeb's login screen to have a temporary access code sent to you. If this is your first time logging on, or if you opted out of the reset service, please contact Member Services at 614.239.0210 or 800.986.3876 during regular business hours or e-mail us to have your access code reset.

What do I do if I forgot my username? Back to top
If you forget your username, you can contact Member Services at 614.239.0210 or 800.986.3876 or e-mail us during regular business hours and we will delete your existing username. Then, the next time you log on you'll need to click the No username? Click here link again and create a new one.

An error message says that my account is frozen. What do I do? Back to top
One of MetroWeb's security features is that after 10 unsuccessful attempts to log on, online access is disabled, or frozen, to prevent unauthorized access to your account. Contact Member Services at 614.239.0210 or 800.986.3876 or e-mail us at cmfcu@columbusmetro.org to have your account reactivated and your username and access code reset.

Why can't I view my e-statements? Back to top
MetroWeb provides access to your e-statements via a secure connection to a third-party provider. There are several reasons why you may not be able to view your e-statements:

• If your PC does not have Adobe Acrobat Reader, you will need to download and install the program before you can view your e-statement.
• If you are running a personal firewall, you may need to grant access to the e-statement site and permit redirects to it. You may choose to temporarily disable your firewall while accessing your e-statement.
• If you have particularly high security settings on your PC, you will need to enable cookies to view your e-statement. When you click the e-statement link, you are actually redirected to another secure site, so it is important that you have cookies enabled for both MetroWeb and the e-statement site as well. That site is https://www.mystatement.org.
• If you have not had problems viewing your e-statements in the past, the provider's server may be temporarily unavailable due to technical problems or scheduled maintenance. If this is the case, we recommend you try back later.
• If you have pop-up blocking software on your computer, you will need to disable it in order to view your e-statement.
• If you are looking for a statement more than four months old, please contact the credit union. Due to storage limitations, only four months' worth of statements are available via MetroWeb. We recommend that you save copies of your e-statements to your PC's hard drive or a disk for future reference.
• If you are using Internet Explorer 7.0, you will need to turn off the phishing and pop-up blockers as well as TLS 1.0. Refer to the Browsers section below for more information.

Why can't I view my check images? Back to top
MetroWeb provides access to copies of your cleared checks via a secure connection to a third-party provider. There are several reasons why you may not be able to view your check images:

• If you have not had problems viewing your check images in the past, the provider's server may be temporarily unavailable due to technical problems or scheduled maintenance. If this is the case, we recommend you try back later.
• If you have problems viewing a specific check but can view others, it may be the way your check was processed. Checks processed manually in one of our offices or converted to an automatic debit are not available online. Call us or send us an email, and we can determine how your check was processed and whether a copy is available through other means.
• If the check is more than a year old, it will not be available online. Call us or send us an e-mail, and we can order a copy for you.
• If you have pop-up blocking software on your computer, you will need to disable it in order to view your check images.
• If the MICR line of your checks (the bottom line with our routing number, your account number and the check number) does not have a 14-digit account number, you will not be able to view your checks online. Contact the credit union to find out how you can order new checks with the appropriate account number format.

Why can't I view my Visa information? Back to top
Information about your Columbus Metro FCU Visa card is not available through MetroWeb. This information is available on a separate secure site, www.eZCardInfo.com. You can link to this site from the Account History or Links menus in MetroWeb. EZCardInfo requires you to sign up with a separate username and password; have your card handy when you sign up.

Why can't I take an advance from or make a payment to my line of credit? Back to top
If the payment for your line of credit (including MetroLine, line of credit or overdraft line of credit) is past due — even by one day — you will not be able to access it on MetroWeb. Please contact Member Services at 614.239.0210 or 800.986.3876 to bring your line of credit current, and online access will be restored.

Browser-Specific Issues

Internet Explorer 6.0 or earlier Back to top
MetroWeb cannot be accessed with Internet Explorer Version 6.0 or earlier.

Internet Explorer 7.0 Back to top
Internet Explorer Version 7.0 users will need to turn off the built-in pop-up blocker, phishing blocker and the TLS 1.0 option in order to access e-statements, MetroWeb Bill Pay and credit card information via the eZCardInfo site.

The pop-up and phishing blockers can be turned on and off by selecting Tools from the toolbar and going to the Options section. To turn off TLS 1.0:

1. From the Tools menu in Internet Explorer, click Internet Options.
2. Click the Advanced tab and scroll down to the Security section.
3. Uncheck the box next to TLS 1.0 and click OK.
4. Close your browser window and reopen Internet Explorer for the change to take effect.

Internet Explorer 8.0 Back to top
Initial testing has indicated that Internet Explorer 8.0 users may have problems using MetroWeb. As a work-around, we have placed code within MetroWeb which should automatically instruct IE 8.0 to view the site in IE 7.0 Compatibility View.

If you still experience problems, you may want to manually set your browser to view our site in the compatibility mode:

1. From the Tools menu in Internet Explorer, select Compatibility View Settings
2. Add https://www.colsmetrofcu.org to the list of sites to be viewed in compatibility mode (you can also specify that all web sites be viewed in this mode).
3. Close your browser window and reopen Internet Explorer for the change to take effect.

If you continue to experience problems, you may want to reload IE 8.0 or go back to IE 7.0. If you used a beta version of IE 8.0, you will need to uninstall the beta version and then download the current version.

Safari Back to top
We regret that the Safari Web browser is no longer compatible with MetroWeb. Internet Explorer and Firefox are recommended alternatives.