Q: I know I am entering my Account Number and Password correctly, but the system is telling me my Account Number or Password is incorrect. What is wrong?

A: he Online Account Access program uses Cookies to keep track of your account number, password, menu choices, and other inputs. The browser you are using must be set to ‘Accept All Cookies’. The newer versions of Netscape and Microsoft Explorer are able to accept cookies and can be obtained from Netscape or Microsoft for FREE. For more information on Cookies, go to

h4. Q: Why doesn’t my password work?

A: The Online Account Access password is case sensitive. If you have forgotten your password, you can reset your password by clicking “I Forgot My Password” in the Online Account Access login box. For security, we recommend using a mix of upper and lower case characters, numbers and symbols in your password. It is also strongly advised that you do not use common dictionary terms, unless you combine it with the mix of password recommendations mentioned.

Q. How do I change my Password?

A. There are two ways you can change your password. If you have forgotten your password, click on “I forgot my password” in the Online Account Access box. This will walk you through the steps of creating a new password after you authenticate yourself.

The second way is within online banking. Select “My Settings” then “Change My Password.” You will be prompted to enter a new password twice. Your password must be between 6 and 20 characters long and you may use numbers and letters.

Q. I am trying to login to Online Banking, but it does not let me get past the security certificate.

A. In order to access Altura’s Online Banking, your browser must be 128-bit encrypted. This is the highest level of security a browser offers. You can test your browser by clicking here:

Q. How do I disable my pop-up blocker?

A. To access Online Banking and Web Bill Pay you must have any pop-up blockers turned off for this web site. Check to be sure you do not have a pop-up blocker activated. If you do, access your pop-up blocker and tell it to allow access to any pop-ups from and

Some browsers such as Netscape and Firefox have default pop-up blockers that must be disabled.

Internet Explorer does not have a default pop-up blocker, but there are downloadable pop-up blockers from sources such as Google or Yahoo that need to be disabled to allow access to alturacu and alturahb pop-ups.

If you are unsure if you have a pop-up blocker in Internet Explorer, look at the the icons in the browser bar to see if any of them block pop-up access.

Follow these steps to disable your pop-up blocker in Netscape or Mozilla Firefox.

Netscape 7.0 or higher

  • Click Edit
  • Click Preferences
  • Click on the Privacy & Security arrow to expand the selection
  • Click “Pop-up Windows”
  • Be sure the box for blocking or suppressing pop up windows is not checked. Or, tell Netscape to allow pop up windows from and
  • Click OK

Mozilla Firefox 1.0.2

  • Click Tools
  • Click Options
  • Click on the Web Features icon
  • Click “Allowed Sites” next to the ‘Block Pop-up Windows’ selection
  • Type in and to add them to the “allowed sites” list.
  • Click OK

Q: Why do I need two passwords?

A: When it comes to your accounts, we can never be too safe. With the increase in e-mail phishing and web site pharming incidents nationwide, providing this extra security will give our members the added confidence they need to transact business online.

Q: What exactly are these additional levels of security that Multi-Factor Authentication provides?

A: The first time you access online banking, you will be asked to create a secondary password and a unique authentication phrase. The secondary password will be used whenever you log in to your accounts from a computer you have not pre-authorized. The authentication phrase lets you know for sure that any private information you enter on the site is secure. In addition, you can also opt to be notified via text message or e-mail whenever you or anyone else logs in to your account(s).

Q: I keep getting an e-mail or text message every time I login to my account.

A: If you are receiving an e-mail or text message notification when you login to your account online, this feature was set up at the time you created your secondary password. To disable this feature, select the “Change Two-Factor Settings” check box on the account login screen. You will be redirected to a page that will allow you to change your settings including removing the option for e-mail and text message notification.

Q: When will I need to use my secondary password?

A: You will always be asked for your secondary password when you access online banking from a computer that you have not authorized. Typically, home computers can be authorized since they are personal computers. Once this is done, a cookie is placed on the computer so next time you login, you are recognized and not prompted for your secondary password. If you access online banking from another computer for the first time you will need to enter your secondary password and you will then be given the opportunity to either authorize the computer or not. Either way, you will be granted access to online banking.

Altura Credit Union highly recommends that you only authorize computers that belong to you, or that you know the people who also use the computer. For example, you can authorize a work computer that only you use. However, it is not recommended that you authorize a computer at a hotel or cybercafe that can be used by multiple people.

Q: I authorized my computer but it’s asking me for my secondary password.

A: Computer authorization is recognized by cookies. If you recently cleared your cookies or cache, you would have also removed the cookie that authorized your computer. You will need to input your secondary password and re-authorize your computer.

Q: I forgot my secondary password.

A: If you have forgotten your secondary password, you can request a “hint” be sent to you by e-mail. This “hint” is one that you set up at the time you created your secondary password.

If you are still unable to remember your secondary password, please call member service at 1-888-883-7228 and they can reset it for you.