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Online Access - FAQs

We know you value products and services on the forefront of technology and our Online Access platform offers an innovative and secure home banking experience. See below for some frequently asked questions, or contact us to let us know how we can help!

I want the convenience of Online Access, but I’m concerned about the security. How do I know my accounts will be safe?

Online Access adheres to strict industry standards of security, which protect your account safety and privacy.

How do I login?

You will log in from There is a one-time setup of a username, security questions, security image and password. After that, logging in will only require a username and password. If you log in on a new or unrecognized device, you’ll be asked security questions to ensure the privacy of your account.

After you’ve gained access to your online account, you may also choose to receive text or email codes in the future, rather than answering security questions. To do so, simply log in to Online Access, click Settings at the top of the page and then choose the Security tab.

Can I use my member number as my username?

No. During the registration process, you will have the opportunity to select a unique username and security questions for your account. When choosing your unique username, it must be different from your CU1 member number. When choosing your security questions, it is helpful to use only letters in your answers, with no numbers.

If I need to change my password, what do I do?

Enjoy automated password resets via! If you forgot your password, simply click on the “Forgot Password” link and follow the prompts to confirm your identity and create a new password.

Why am I encountering a security question error when I log in?

If you have difficulty when establishing your new security questions for the first time, it may be helpful to click your cursor away from the final answer field before selecting “submit.” In addition, please limit your security answers to letters only, with no numbers. If you continue to encounter an error, please contact us for assistance or reference our handy account set-up videos via YouTube.

After you’ve gained access to your online account, you may also choose to receive text or email codes in the future, rather than answering security questions. To do so, simply log in to Online Access, click Settings at the top of the page and then choose the Security tab.

Which browsers are supported by Online Access?

For our members' safety, only the following browsers will be supported by Online Access after September 13, 2016: 

Browser Minimum Versions as of June 21, 2016
Chrome 44
Firefox 38
Internet Explorer (PC) 11
Safari (Mac) 8
Android 5.0
iOS 8.0
Windows Phone 8.1 or IE Mobile 11

 If your browser is older and needs to be updated, you can do so here:

Can joint account owners each register for Online Access?

Yes! When an individual logs in to Online Access, every account that they are part of will be at their fingertips. If you’d prefer not to see each account, you can nickname, color code or hide them. Customize your view to suit your needs! 

If I have a business account, what is my first-time username for Online Access?

If your business account is established with an EIN number, your first-time username will consist of the first two letters of your business name, then the last six numbers of your EIN, and a “B” at the end. If your business account is established with a social security number instead, your first-time username will be the first two letters of your last name, then the last six numbers of your social, and a “B” at the end.  More detailed instructions on setting up your business account can be found at our YouTube channel.

What handy features will I find in Online Access? 

Lots! You’ll have access to in-depth budgeting tools, secure messaging and the ability to personalize the look of your Online Access. You can also link your checking and savings accounts from another financial institution for quick and easy transfers!

How can I learn how to use these great features?

In addition to a few short and sweet video tutorials that we’ve crafted for your convenience, Online Access has a built-in “Help” function! Plus, if you stop by any branch, we’ll be happy to give you a one-on-one walkthrough.

Does CU1 have a mobile app?

Yes! Simply register for your new Online Access account via our full website at, and then download or update the CU1 app on your smart device. Our updated mobile app is better than ever! Say hello to Touch ID and paying bills from your phone.

How do I use Quick Login with the CU1 Mobile App?

    1. Enter your password in the CU1 Mobile App, select the “Enable Quick Login” box, and then click “Login.”
    2. Select a 4-digit PIN that consists of at least two different numbers, is non sequential and doesn’t have any numbers that are repeated 3+ times. All Quick Login users must select a PIN, even if you will be using Touch ID for authentication.
    3. Confirm your selected PIN.*
    4. Enter a unique device name (max 50 characters). Your selected name will display in the Security tab of the Settings widget. This will be used for disabling your PIN in the event that your device is lost or replaced, as PINs are device specific.

*After enrolling in Quick Login, iOS users with Touch ID enabled will be asked for a fingerprint instead of your 4-digit PIN. However, you’ll always have the option to use your 4-digit PIN instead if you prefer.

Can I take screenshots within the mobile app?

If you use an iOS device, yes. On Android devices, this feature is disabled due to operating system restrictions.

How do I transfer funds to another CU1 member via the mobile app?

First, you’ll need to add the other member’s account info in the transfer area of Online Access, using our full website at Once this information is saved, you can transfer funds to them via our Mobile App in just a few taps, any time!

Do you offer Bill Pay?

We sure do! View a tutorial on Bill Pay within our new Online Access here! Schedule your transfers and then enjoy a handy “calendar” view of them. You can also pay bills from the CU1 Mobile App!

I’m trying to schedule multiple payments to a payee (not recurring). Bill Pay thinks I’ve made a duplicate payment, but I haven’t!

Before scheduling subsequent payments to a payee, your first payment must be successfully made. If you’d like to schedule multiple payments to the same payee, the “recurring payment” feature should be used. 

Can I use Online Access to transfer funds to another financial institution?

Yes! However, the financial institution to which you are transferring money may require that your name be listed as an owner on the receiving account. To avoid the possibility that your transfer will be rejected due to non-ownership of the receiving account, we encourage you to use CU1’s handy Bill Pay service! With this quick and simple service, you can send money in just a few clicks to any payee.

When I pay off a CU1 loan or close an account, will it still show in Online Access?

Once you have paid off your loan, it will disappear from Online Access. Congrats on the achievement! Likewise, if you close one of your CU1 accounts, it will no longer appear online.

Are Intuit products such as Quicken, QuickBooks or Mint compatible with Online Access?

Yes! Intuit completed a Java update that enhanced compatibility between these programs and Online Access via “Express Web Connect.”  Although we are not able to offer assistance for third party vendors, websites such as offer top-notch online support for their products, and they can even remotely access your computer to help solve issues if you’d like! 

Why can’t I download my transactions to Quicken, QuickBooks or Mint?

CU1 uses the most current and secure version of Java when communicating with Intuit products such as Quicken, QuickBooks and Mint via “Express Web Connect.” Unfortunately, Intuit has had many on-going connectivity issues that are affecting financial institutions nationwide. To work around this issue, you can manually download Online Access transactions via the following steps!

    1. Sign in to your Online Access account and click the account suffix from which you would like to download transactions.
    2. Use the search function to narrow your date range as desired.
    3. Click on the “export” icon and choose the appropriate format for the product you are using – i.e. Quicken or QuickBooks. 
    4. Log in to your Quicken, QuickBooks or Mint program and import the file.

Please note, a similar Intuit service named “Direct Connect” is not supported by Online Access. Click here for additional FAQs and instructions.

Why are some of my check copies missing from my transaction history?

Please give us a call, and we can fix this for you. Certain CU1 members have multiple “MICR” lines for checks, and both our old and new Online Access only recognize one MICR line per member. Although there is no issue in processing these checks, you’re not currently able to view copies of them via Online Access until you alert CU1 of the occurrence.  

How do I sign-up for e-Statements in Online Access?

To sign-up for e-Statements, first click the “Statements” tab on your accounts page. On the following page, select the blue e-Statements tab that appears.

I don’t want e-Statements, but I do want to be able to view my statements online. Why are they not available?

Right now, only members with e-Statements can view their statements online. You can request a mailed or printed copy of your statement in any CU1 branch or via our Member Service Center.

Why can’t I view e-Statements on my joint-owned account?

With CU1 e-Statements, information is compiled based on the primary account owner’s social security number. As a joint owner, you may not be “joint” on every account (for instance, if the primary owner has a loan under only their name), and this could expose you to the primary owner’s private information. As such, e-Statements are not currently available for viewing by joint account owners. However, our paper statements compile information based on your unique member number – which means they are an excellent alternative! We are working to provide e-Statements to joint owners in the near future.

How do I setup alerts?

Set up for alerts is easier than ever! Look for the area named “Notifications” within Online Access and you’ll also notice a whole set of alert options to help with your budgeting and savings goals.

Is my transaction history available in Online Access?

Yes! Online Access contains two years of your transaction history. In the future, up to five years will be available.

If a transaction is reversed, can I view the reversal in Online Access?

For transactions made in CU1 branches, reversals will not be viewable in your Online Access transaction history. Your Online Access account balance will reflect the reversal, but the reversal itself will not appear. For a complete transaction history that includes reversals, please view your monthly statement. 

Can I view copies of checks?

In a flash! Simply click on a transaction and an image of your check will appear. 



NCUA Insured

Your savings are federally insured to at least $250,000 by the National Credit Union Administration and backed by the full faith and credit of the United States Government.

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  • Phone: (907) 339-9485
  • Toll-Free: (800) 478-2222
  • Routing #: 325272063
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