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Frequently Asked Questions


How do I login to Online Banking and/or setup Online Bill Pay?
You must be signed up for Online Banking before you can sign up for Online Bill Pay.

  1. Sign into Online Banking at www.primetrustcu.com using your user name and password. Instructions for signing up are listed to the left.
  2. Once you are in the Online Banking site, click on Bill Pay under eServices in the left column or mouse over "Bill Pay" on the top bar and click on "Bill Pay".
  3. You will be asked to fill out four sections:
    • Section 1: Review the pre-filled name and address information. Be sure an e-mail address is listed and correct
    •  Section 2: Type in your account number
    •  Section 3: Answer a series of challenge questions
    •  Section 4: Accept the Terms & Condition
  4. Click "Submit".
  5. Follow the on-screen directions to add payment information.

If you have problems viewing the site, your pop-up blocker may be preventing the site from appearing. Following the directions to the right based on your Internet browser.
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How do new people, businesses, and other organizations now qualify under the community charter?
PrimeTrust requires only one condition to qualify – “Persons who live, work, worship or attends school in, and businesses and other legal entities located in Delaware County, Indiana”, may apply for membership. The key condition to remember is the “relationship” with Delaware County – for example, if you live outside Delaware County, but work in Delaware County, you qualify. Businesses and organizations qualify with a legal address inside Delaware County.
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Can I apply for a loan online?
Yes. At the home page, look for "Loans - Apply Online" for the type of loan you want. A link will be provided. Applying is quick, easy, and free. You will receive a decision within 60 seconds.
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I applied for a loan online and it said someone would contact me. Does that mean I was denied?
Not necessarily. Perhaps the information you entered didn't match the information in the system, such as your current address, or you may have inadvertently made a mistake while typing, such as your salary is $30,000 and you put in $3,000. Someone from PrimeTrust will call you to clarify the information and give you a decision on your application. 
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How do I view my loan history online?
You can view this history by clicking on the “history tab”, and selecting loan history from the drop down box. At this time, you are not able to view your Mortgage history.
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Can I view my Mortgage or Home Equity Line of Credit histories online?
Equity loans are viewable online, however first mortgages are not viewable.
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Can you put a stop payment on a debit card purchase?
No, a debit card purchase cannot have a stop payment place on a transaction. Debit card transaction are in "real time". 
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Can I reorder checks via e-mail?
No, not by e-mail, but you may order checks online or by calling the PrimeTrust Call Center at 765-289-2148. 
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What do I do if I lost my debit card or ATM card?
If you have lost or if you suspect your ATM or Visa Debit card was stolen, please call 877-943-5463 immediately. If your Visa credit card is lost or stolen, please call 800-289-5939.
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How can I change my PIN (Personal Identification Number) to my PrimeTrust ATM or debit card?
You may change your PIN at any branch Monday through Friday, and at the Bethel Branch on Saturday. The process is free, quick, and easy.
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What documents are needed for the Service Member's Civil Relief Act?
If you or your spouse is being deployed, you need to bring a copy of the deployment papers to a branch and you may sign a form.
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Why don't all of my checks have images available?
If an item was processed as an “ACH” or electronic item, or processed directly at our teller window, you may not be able to get an image. You may contact PrimeTrust for official documentation of an ACH payment.
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Why didn't my automatic payroll deduction come out as scheduled?
One cause may be your employer changing the way your payroll is sent to PrimeTrust. Changing the name and/or payroll I.D. number can cause our PrimeTrust system to be unable to recognize the payroll, and therefore not make the necessary deductions. 
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How do I set up Direct Deposit?
You need to give your employer your PrimeTrust routing number and account number, and whether you want all of your money put in checking or savings. The routing number directs it to PrimeTrust, the account number lets us know where you want the deposit. To request the routing number, please contact PrimeTrust at 765-289-2148. 
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Why was I charged Overdraft fees when I appeared to still have a positive balance?
The most likely cause is debit card holds.  Many times when you use your debit card the money isn't taken out of the account that same moment, but rather is put on hold until it reaches the clear date determined by the company where you swiped your card.  So it appears there is money in the account, but it is already ear marked by the system as being used. 
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Why do I get a message that says "We're sorry, but your request cannot be performed at this time.  Please try again later.  Thank You!" when I try to access my account online?
The system may be temporarily down. Try it again. If you still can't get in, contact us at 765-289-2148
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Why are all my payments showing as checks when I set up my online bill pay? I know some of the businesses take electronic payments.
The first time you set up a payment it will go out as a check. If the company accepts electronic payments, the system will automatically convert it from check payments to electronic payments. 
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Will I be able to transfer funds between accounts that I am joint on?
Yes, you will be able to make transfers between accounts that you are joint on including share to share transfers, share to loan transfers, and loan to share transfers after a Member Service Representative sets the perimeters in the system for you. 
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What if I forget my username and/or password?
You may call a Member Service Representative at PrimeTrust at (765) 289-2148 or (800) 459-5585 to obtain your username. If you forget your password, we will assign you a temporary password and the system will prompt you to create a new unique password the first time you access the system. PrimeTrust will never have access to your unique password.
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How do I login to Online Banking?
The first time you access the Online Banking, you will be prompted to create your own unique username and password. Your new username and password must begin with an alpha character. You will then be asked to answer three security questions unique to you. You will then proceed through the LOGIN screen to the disclosures. Once you review and accept the disclosures, you will be directed to your account.
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What are EMV Chip Cards?
EMV, which stands for Europay, Mastercard and Visa, was introduced in the U.S. in 2016. The cards are also called smart cards, chip cards and smart-chip cards. Chip cards are processed through card-reading and verification. However, instead of a quick swipe, you’ll be asked to insert, or dip, your card into a terminal slot and leave it there as the transaction is processed. When your card is dipped, data is transmitted from the card chip and the issuing financial institution to verify the card’s legitimacy and create the unique transaction code. This process takes longer than a swipe. After you’ve inserted your card, you may be asked for a PIN or a signature which will be transmitted to the payment terminal for verification. If your merchant doesn’t have a chip-card reader, your EMV card can be read with a swipe. Also, if you’re unsure of whether to dip or swipe, the terminal will guide you.
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