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OneAZ Credit Union strives to make your experience easy.

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Popular Topics

How can I transfer money to another financial institution?

When you are signed into Online Banking, select Make a Transfer in the dark blue ribbon. Then, select New Transfer from the left pane.

If the account you would like to transfer to is not in the drop-down menu, select Add an External Account. Follow the prompts to add the account you would like to transfer to and select Submit.

Once the account is available in your drop-down menu, you can schedule automatic transfers and complete one-time transfers.

Why am I unable to log in to Online Banking?

You may not be able to log in to Online or Mobile Banking for the following reasons:

Password

If you have forgotten your password or have attempted the incorrect password several times, you will need to reset your password.

Password requirements are:

• A minimum of nine characters
• Include an upper- and lower- case letter
• Contain at least one number
• Include at least one of these special characters: `~!@#$%^&*()-_+={[}[|\:;'"/?,<.>)

Security

If you are unable to access Online Banking, it may indicate a problem accessing secured websites. Both your browser and Internet service provider must support secured sites. Use your browser settings section to verify your security settings. An upgrade to your browser, such as Chrome or Firefox, may be necessary.

Firewalls/Proxy Servers

If you are using one of the recommended browsers and are still experiencing a problem, the problem may lie with your own Internet service provider (ISP). This is particularly common with employer-based access to the Internet. Your employer may have firewalls, proxy servers or other equipment that may prevent access to secured sites. Contact your company's Data Processing Department or Information Technology Department regarding the problem or try to access Online Banking from another location. If you are running a personal firewall at home, you may want to temporarily disable it to determine if it is blocking access to Online Banking.

Cookies

If you receive the following message after logging in successfully, all further processing and/or access to any portion of Online Banking during this session will be blocked: "Internet Account Access Session Error."

Return to the login screen to start a new session. This error indicates that you did not accept one or more cookies. To enter the secured encrypted site, you must accept the cookies. Since there are several cookies within Online Banking, it is suggested that you disable the cookie alert within your browser while viewing account information. An upgrade to your browser, such as Microsoft Internet Explorer or Firefox, may be necessary.

JavaScript

If you are prompted with a dialog box that asks you to re-enter your password (after initially entering your account number and OneAZ Credit Union Online password), your browser may not support JavaScript, or JavaScript may not be enabled. Use the browser settings section to verify your JavaScript settings. An upgrade to your browser, such as Google Chrome or Firefox, may be necessary.

What are my loan payment options?

There are multiple ways to make a payment on your OneAZ loan. Take a moment to review your options below.

• Online & Mobile Banking: Once you’re logged in, select Make a Transfer then select New Transfer. On the New Transfer screen, choose the account you want to pay from, then select the loan account you want to pay. Enter your payment details and select from one-time, recurring, or ‘schedule a payment’ options. You may choose to pay from a OneAZ account or a non-OneAZ checking account, savings account or debit card. Payments may take up to three business days to post. If the account you would like to transfer to is not in the drop-down menu, select New External Financial Institution. Follow the prompts to add the account you would like to transfer to and select Submit. You may also select Pay a Loan with a Debit Card to make a one-time payment.
• Telephone Banking: If you are transferring your payment from a OneAZ account, dial 844.663.2928 to use our automated payment service. You must enter your member number and have a pre-established PIN. Please see our Telephone Banking FAQs for additional support.
• Call Us: If you have the funds available in a OneAZ account, you can contact our Member Care Center and ask them to apply these funds toward your loan. Our Member Care Center can also take payments over the phone with a credit or debit card; there may be a fee associated with this service.
  Take a look at OneAZ’s Account Disclosure Rate Supplement and Schedule of Fees and Charges to view current fees and rates.
• In-person: Visit us at your local OneAZ branch and work with a teller to make your payment.
• Mail: Send a check to our corporate office at the address below. Your name and address should be on the check, and the memo line should contain your loan number and payment due date.
  OneAZ Corporate Office
  ATTN: Deposit Operations
  2355 W. Pinnacle Peak Rd.
  Phoenix, AZ 85027

Where can I submit proof of auto insurance?

You can submit proof of auto insurance to www.myinsuranceinfo.com. It can also be faxed to 800.713.0256

For questions about submitting proof of auto insurance, call 800.998.0762.

How can I open an account?

In Online Banking, select Apply for Loan/Share and complete an electronic application. You will receive an email from OneAZ once your application has been received. In the mobile app, click on the 3 horizontal bars and select Apply for Loan/Share.

You may also schedule an appointment to meet in-person or virtually with a personal banker at your local OneAZ branch.

Do you have questions about Trust or Estate accounts? Our personal bankers have the answers to your questions. Click here to learn more about what's needed to open these accounts.

What is the Telephone Banking phone number?

How do I change my address on my account in Online Banking?

To change your address, click on the person icon and select Profile. Update your contact information and select Save Changes. In the mobile app, click on the 3 horizontal bars, click on the person icon and select Address. Update your contact information and click on Save Changes.

For assistance with address changes, please contact our Member Care Center or schedule an appointment to meet in-person or virtually with a with a personal banker at your local OneAZ branch.

How do I locate my routing and account numbers in Online Banking?

OneAZ’s routing number is 322172496.

To locate your account number, login to Online Banking, click on your account in the left pane and select the Details tab. Here, you will see your full OneAZ account number displayed.

How do I register for Bill Pay?

To register for Bill Pay, login to Online Banking. Once you’re in, select Pay my Bills on the dark blue navigation bar. The next page will prompt you to enter the information needed to register for Bill Pay. Once your information has been entered, select Accept Terms and Conditions. Finally, select Complete Sign-up.

How can I submit a wire transfer?

To submit a wire transfer, please schedule an appointment to meet in-person or virtually with a with a personal banker at your local OneAZ branch. You may also connect with our Member Care Center to review your options.

Restrictions on wire transfers may apply when calling in, as our Member Care Center is limited to assisting with wires that are for the benefit of the member. Examples of wires that can be completed over the phone are title transfers and transfers between accounts that are in your name at different financial institutions.

How can I add/update an account nickname on my OneAZ accounts?

To add or update a nickname on your OneAZ account, sign in to Online or Mobile Banking. From the left pane, select the account you would like to update. Next, select Details, and the Account Nickname field will be available. Click on the pencil icon to enter your preferred account nickname.

My Card

How do I create a PIN for my Debit card?

To activate and create a PIN for your debit card, please call the Activation Line at 866.985.2273 from the telephone number you have on file with OneAZ.

What steps can I take if my debit card is damaged?

You may order a debit card from our Member Care Center by calling 844.663.2928. Cards ordered through our Member Care Center may take 7-10 business days to arrive by mail.

Expedited card delivery options are available at an additional charge. You must be home to sign for the expedited delivery.

If you’re near a OneAZ branch, schedule an appointment to meet with a personal banker. Your personal banker can print a new debit card for you while you are in the branch.

What steps can I take if my debit card is lost or stolen?

In Online Banking, you have the option to lock your card while you search for it. If you locate your card, you can unlock your card and begin using it again.

You may also order a debit card from our Member Care Center by calling 844.663.2928. Cards ordered through our Member Care Center may take 7-10 business days to arrive by mail.

Expedited card delivery options are available at an additional charge. You must be home to sign for the expedited delivery.

If you’re near a OneAZ branch, schedule an appointment to meet with a personal banker. Your personal banker can print a new debit card for you while you are in the branch.

Will I be notified by OneAZ if a suspicious transaction is detected on my credit card?

Yes! OneAZ will send you a text message immediately following suspicious activity. You can reply to the text message to let us know if the transaction(s) in question are valid.

If you do not respond to the text message, our team will send you a series of pre-recorded phone calls to notify you of the suspicious activity. If we don’t hear from you through text or phone, an email will be sent asking you to review and provide feedback on the transaction.

How can I view my card rewards?

In Online Banking, select the account affiliated with your card from the left pane. A screen with your account details will appear. Your card reward balance can be viewed near the top right of the page.

How can I file a debit card dispute?

Before taking action to file a dispute, review the details of the charge. If the charge looks incorrect, contact the merchant first. Merchants can resolve charge errors within a few days, whereas it can sometimes take financial institutions weeks to resolve. If the merchant is unable to resolve the charge error, OneAZ can investigate on your behalf.

If you file a debit card dispute, you will be asked to provide details about the transaction. The more details you provide, the faster your dispute may be resolved. Investigating a dispute may take 30 to 90 days. Provisional credits for disputes can take up to 10 business days to be processed.

To begin a debit card dispute, please schedule an appointment to meet in-person or virtually with a personal banker at local OneAZ branch. Our Card Services team is also available at 844.663.2928.

What is the difference between fraud and a charge error?

If you are unsure whether you are a victim of fraud or experiencing a charge error, review the information below:

Charge Error

You recognize the transaction, but it appears to be incorrect. Some examples of charge errors are:

• A recurring transaction or trial subscription you canceled
• A product or service you never received or received late
• A one-time purchase you returned or canceled, and you still haven’t received a credit
• A charge higher than the amount on your receipt
• A product or service you received and are dissatisfied with
• Your card was charged even though you used cash or a different card
• The same card was charged more than once for the same transaction

Fraud

A fraudulent transaction is one that wasn't made by you or anyone authorized to use your account. Before you report a fraudulent transaction, think back to ensure that you haven’t allowed someone to use your card. Review the transaction details, and keep in mind that some merchants use a different name or address for billing purposes.

What steps can I take if my credit card is lost or stolen?

If you would like to report a card lost or stolen, you can create a report in Online Banking.

Select your card from the left pane and click on the three dots. Then, select Report Card Lost/Stolen.

We will ask you if any of your recent transactions look suspicious. Provide a yes or no answer and select Next. Once you are satisfied with your entry, select Submit. When you select Continue, the request is submitted for processing. Your existing card, the one being reported lost or stolen, will be immediately deactivated.

If you would like assistance, please call us at 800.449.7728. Credit cards may take 10-14 business days to arrive by mail.

What steps can I take if my credit card is damaged?

If you would like to obtain a new credit card, you can complete your request in Online Banking. Select the card you would like to replace from the left pane. Select the three dots in the dark blue navigation bar, then select Request New Card. Choose the card you would like to replace and select Continue.

Credit cards may take 10-14 business days to arrive by mail.

How can I file a credit card dispute?

Before taking action to file a dispute, review the details of the charge. If the charge looks incorrect, contact the merchant first. Merchants can resolve charge errors within a few days, whereas it can sometimes take financial institutions weeks to resolve. If the merchant is unable to resolve the charge error, OneAZ can investigate on your behalf.

You can submit a credit card dispute through Online Banking. Select your OneAZ credit card from the left pane, under activity select the transaction that needs to be disputed, tell us What Happened, select Next. Enter the details needed for the dispute and select Next. Review the dispute and if everything looks good, select Submit.

If you file a credit card dispute, you will be asked to provide details about the transaction. The more details you provide, the quicker your dispute may be resolved. Investigating a dispute may take 30 to 90 days. Provisional credits for disputes can take up to 10 business days to be processed.

If you would like to begin a credit card dispute, please call us at 800.449.7728.

When will my OneAZ Debit Card expire?

Your OneAZ Debit Card will expire at the end of the month noted on the front of your card. For example, if the expiration date on your debit card shows 12/22, your card will expire on December 31, 2022.

Need to Know

How do I order checks for my OneAZ account?

In Online Banking, select the OneAZ account you would like to order checks for from the left pane. Select Order Checks. Choose the style you like, and your account information will pre-populate. You will have an opportunity to view an image of your checks along with the price before checking out.

Add the checks to your cart then click on your shopping cart to proceed with check out. The purchase is deducted from your OneAZ checking account.

For assistance with ordering checks, please schedule an appointment in-person or virtually with a personal banker at your local OneAZ branch or contact our Member Care Center.

Please Note: If you recently changed your address, you will need to contact us for assistance with the order.

How do I keep my accounts from becoming inactive?

Inactivity is defined as no monetary activity other than posting dividends. A checking account is considered inactive after twelve months of no activity. A savings account is considered inactive after twelve months of no activity.

To avoid becoming inactive, we suggest performing at least one transaction (deposit or withdrawal) every few months for seldom-used accounts. A monthly inactivity fee is assessed to inactive accounts.

Take a look at OneAZ’s Account Disclosure Rate Supplement and Schedule of Fees and Charges to view current fees and rates.

How do I set up Bill Pay payments?

In Online Banking, select Pay my Bills from the dark blue navigation bar. To add a payment, select the payee from the list of quick suggestions provided. If you cannot locate your payee, select Add a New Payee and enter the name of the person or business that needs to be paid.

To get started, choose your payee and select Make a Payment. Next, select the frequency of the payment and the account you would like to pay from. Enter the amount you would like to pay, the Deliver By date, and add a memo.

When you’re ready, select Pay and finally select Confirm to complete the payment.

What is overdraft protection?

You may enroll in optional overdraft protection. With overdraft protection, you can link a OneAZ savings account or line of credit to a checking account as a source of assistance when there are not enough funds available to cover a transaction.

When you link a savings account or line of credit to your checking account, you can draw from those funds instead of using Courtesy Pay or incurring an insufficient funds fee. The cost for this service is lower than an insufficient funds fee. To enroll in overdraft protection, please schedule an appointment online to meet with a personal banker at your local branch, or contact our Member Care Center .

Take a look at OneAZ’s Account Disclosure Rate Supplement and Schedule of Fees and Charges to view current fees and rates.

How do I make a deposit using my mobile app?

Watch this video to learn how to deposit a check using the OneAZ Mobile Banking app.

What is Courtesy Pay and how does it work?

Please watch the video below or view our Courtesy Pay PDF for more information.

How do I set up Mobile Banking?

How do I manage account alerts?

OneAZ offers account alerts for OneAZ accounts, credit cards, debit cards, and Bill Pay.

In Online Banking, select the three dots in the upper right-hand corner of the page. Next, select Alerts. Select the alert you would like to add and click on the toggle button to turn the alert on/off.

When turning alerts on, complete the required information, select the delivery method for the alert (email, text or push notification), then select Save.

How do I set up direct deposit?

Many employers have payroll systems that allow you to enter your deposit information directly into their software. Once your deposit information is accepted by your employer, it may take up to two payroll cycles to see direct deposit take effect.

You may decide to complete the OneAZ Direct Deposit form and submit it to your employer.

For questions about direct deposit, please schedule an appointment online to meet with a personal banker at your local branch or contact our Member Care Center at 844.663.2928.

What is a Travel Notice? When is it required?

A Travel Notice is required to be placed on file with OneAZ when you know you will be using your debit or credit card outside of Arizona. Submitting a travel notice will help the OneAZ fraud team make informed decisions in the event your card is flagged for fraud.

To submit a Travel Notice in Online Banking, select the three dots on the dark blue navigation bar. Select Travel Notice and select the card you would like to submit the notice for.

Complete the requested information and select Submit. If you will be traveling to more than one destination, it is good practice in the Notes Section to list each city you anticipate using your card in.

You may have one active Travel Notice on file per OneAZ card. Do not submit a new Travel Notice until your current Travel Notice is no longer needed.

If you are not a member with OneAZ, but have a OneAZ card through a joint arrangement, please call our Member Care Center at 844.663.4948.

For assistance with a Travel Notice, please contact our Member Care Center.

What do I need to know to get started with Telephone Banking?

To access Telephone Banking, you will need your OneAZ Member Number and Personal Identification Number (PIN) to access your accounts via Telephone Banking.

For assistance with locating either number, please call our Member Care Center at 844.663.2928.

My Account

How can I learn more about Zelle®?

Visit us here to learn more about Zelle.

How do I add or remove authorized signers to my account?

How do I add or remove joint owners on my account?

To add or remove a joint owner, please schedule an appointment with a personal banker at your local OneAZ branch.

To add a joint account owner, the joint person will need to provide a valid government-issued photo identification and Social Security Number, and authorize a ChexSystems query for a credit check. All account holders will sign a revised Membership Application and an Account Change Form.

To remove a joint account owner, all account owners (including the joint) will need to sign a Removal of Joint Owner Form. All account owners staying on the account will sign a revised Membership Application.

How do I change my name on my account?

How do I keep my accounts from going dormant?

A dormant account is an account that has seen no activity for 12 consecutive months. Monthly inactivity fees may be applied to dormant accounts. To avoid becoming dormant, we recommend performing at least one transaction (deposit or withdrawal) every few months for seldom-used accounts.

Look at OneAZ’s Account Disclosure Rate Supplement and Schedule of Fees and Charges to view current fees and rates.

Once an account goes dormant, a notice is sent to the address on file referencing a deadline for account reactivation. If steps are not taken to reactivate the account by the date referenced, OneAZ is legally required to escheat, or turn over, the funds to your state of residence. Once an account’s funds have been escheated to the state, the money can be recovered by contacting your state’s Department of Revenue.

How can I access secured messages from OneAZ?

You may receive communication from our Member Care Representatives via secured messages. These messages are sent to and from the email address you have on file with OneAZ. You may also send secured messages to our Member Care Center and our team will respond within 24 business hours.

In Online Banking, click on the email icon located on the dark blue navigation bar.

To create a new secure message, select Create New Message from the left pane and complete the required fields. Once you submit your message, it will be sent to our Member Care Center for review.

How do I add or remove beneficiaries on my account?

In Online Banking, select the three dots in the dark blue navigation bar. Select the Beneficiary Modification Application to add a beneficiary to an account.

You also have the option to schedule an appointment to meet in-person or virtually with a personal banker at your local OneAZ branch. If you are unable to visit a branch, contact our Member Care Center to review your options.

How do I transfer money to another OneAZ account?

In Online Banking, select Make a Transfer and then select Member to Member Accounts.

To add an account, select Add Account and enter the following information about the account you’re transferring money to:

• Business/Last name
• Account Nickname (The member chooses their own nickname to add)
• Member’s account number
• Member’s Account Type

Once the information has been entered, select Add Account.

To set up a transfer, select from your available member options. Select transfer to and choose which OneAZ account you would like to transfer from. In the To field, verify your prepopulated option is correct, enter the amount, choose when to transfer the funds, include a memo if you would like and select Review.

Review the transfer and select Confirm when you’re ready to complete the transfer.

Where can I find the current fee and rate schedules?

How do I become eligible for Telephone Banking?

You are eligible for Telephone Banking upon becoming a member with OneAZ.

How can I stop a payment on a check?

In Online Banking, select the OneAZ account the check was drawn from. Next, select the three dots and select Stop Payment. Enter the requested information then select Continue. Review and accept the terms and disclosures and select Submit.

A stop payment can take up to three business days to process and is stored in our system for six months. For assistance with your stop payment request, please schedule an appointment to meet in-person or virtually with a personal banker at your local OneAZ branch or contact our Member Care Center.

How do I add a Power of Attorney to my account?

To add a Power of Attorney to your account, please schedule an appointment to meet in-person or virtually with a personal banker at your local OneAZ branch. If you are unable to visit a branch, contact our Member Care Center to review your options.

How do I add or remove co-borrowers on my account?

Why is my deposit on hold?

A hold means there is money in your account that isn't available yet. We might place a hold on money for a number of reasons that delay its availability. Your available balance won't include any funds on hold.

Contact Us

Who can I contact for help?

OneAZ associates are known for their knowledgeable and friendly service. Please schedule an appointment online to meet with a personal banker at your local OneAZ branch or virtually through Zoom.

Our Member Care Center associates are available Monday through Friday from 8:00 am to 6:00 pm. Call them at 844.663.2928 or log in to Online Banking to chat with them using Live Chat. If you’re logged in, you also have the option of sending our Member Care Center a secure message.

For general questions or concerns, email us at . Please do not include account information in these emails.

Receive easy, enjoyable and effective service through a variety of channels.

After Hours - New Loans

What services are available outside of OneAZ standard operating hours?

To assist with new loan applications, OneAZ is now offering support for new loan applications outside of standard operating hours. Call any time after 6:00 PM to 8:00 AM Monday through Friday and 24 hours per day on weekends for assistance. If you have rate-related questions, our team will be available to answer those.

If I qualify, will my application fund instantly?

If you need help completing your new loan application or have rate-related questions, our team is available to support you. Your new loan application will advance to the funding phase during normal business hours.

Do I need to be a member with OneAZ to apply?

You do not need to be a OneAZ member to apply for a loan. However, if your loan application is approved, you will need to open a membership account with OneAZ for the loan to fund.

If I apply online, will I receive an immediate call (24/7)?

If you apply online outside of standard operating hours (8:00 AM to 6:00 PM), you will not receive an immediate call back. Your application will be reviewed by our team during standard operating hours (8:00 AM to 6:00 PM).

If you are using a screen reader or other auxiliary aid and are having problems using this website, please call 844.663.2928 for assistance. All products and services available on this website are available at OneAZ Credit Union’s full-service locations.

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