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eBranch FAQ

Do I have to complete all of the Multi-Factor Authentication to use eBranch?

Yes. These added security features are to help reduce the possibility of fraud occurring through your eBranch profile. The setup only takes a couple of minutes.

Can I change my Username?
Oh sure. You can change it when you logon for the first time, or anytime thereafter.

Can I customize my eBranch page?
Completely! You can choose what information (widgets) you want to see when you login.

Will eBranch integrate with financial software?
It sure will! You can automatically download all of your transactions into Microsoft Money (OFX), Intuit Quickbooks (IIF), Personal Finance (QIF), Spreadsheet (CSV), or Word Processing (TXT).

Can I change my address online? 
Absolutely. You can update most of your contact information within eBranch.

Do you have alerts that I could set up to notify me of a low balance? 
Yes, and they are near real-time so you can be notified at any point during the day when an event is triggered.

Can I communicate with a PrimeTrust representative within eBranch?  
Yes, you can use the message center to communicate with us during business hours. You can even attach a PDF or Word documents, such as a screen shot or a form.

What happens if I forget my password? 
Simply select “Reset Password?” and you’ll be prompted to answer some questions to verify your identity.

Why would I use eBranch? 
You have complete control over staying on top of your account. Choose what you want to see, update your information, and communicate with us as often/little as you want. It’s fast, secure, and easy!

Will I be able to see holds in eBranch?
You’ll be able to see authorized holds in three different access points: 
1. View holds within Transaction History
2. Click on the “Services” tab and then on “View holds”  
3. Click on the “My eBranch” tab and then on “View holds”

How do I reset a password in eBranch?
There are several ways to reset your password.
1. Upon first login you will be prompted to rest your password
2. If you forget your password you will be prompted to answer a question to reset your password
3. If you wish to change your password any other time you can do so from your profile within eBranch.

Does PrimeTrust have a mobile app for eBranch?
Yes. We also offer a Mobile App that is an abbreviated product of our eBranch.

Will eBranch platform support tablet technology?
Yes, eBranch supports tablet technology.

Can I do a stop payment through eBranch?
Yes, you can place a stop payment in eBranch and the same $28 fee will apply.

How can I start to use eBranch if I’m a member, but I haven’t used it in the past?
Just go to our home page and click “Register” in the upper left corner under “Online Banking”.

How can I start to use eBranch if I’m not a member?
If you’re not yet a member of PrimeTrust Federal Credit Union, then you’ll need to set up a new account with us first. You can do this at any branch. After your account is opened, just go to primetrustcu.com and you’ll see the Online Banking Login on the upper left side of the homepage. Just click on the “Register” link under Online Banking and follow the prompts. You’ll need your account number and Social Security number handy. Any question, call 765-289-2148.

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Check out this FAQ for eBranch!


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