Help & FAQs

This identifies a specific account such as a Savings, Certificate, Checking or Loan Account. It is assigned as each account is opened. The Share or Loan ID number appears in the body of your periodic statement with the account balance and activity.  This number is a 4-digit number beginning with an S or an L to indicate the type of account.  Examples: S0001, S7780, L1020, L6000

To set up Direct Deposit or payroll deduction, use our Routing and Transit Number (RTN) 325272270 and:

• For Savings: Member Number and select 'Savings'
• For Checking or Money Market: Your Account Number 

Your Account Number – often referred to as the MICR (Magnetic Ink Character Recognition) number – is located at the bottom of your checks in a series of three numbers.  The first is the credit union’s 9 digit Routing and Transit number (RTN), the middle is your account identifier or number (often called the MICR number) and the third is the check number.  You can also find this information in eBanking in the More Services > Routing > Account Number.

Use this number:

• When setting up Direct Deposit or automatic deduction
• When ordering checks

Do not include spaces when using this number and be sure to include all the digits (up to 12) in the center group of numbers.

This is used to identify your overall relationship with the Credit Union and is given to you when you join. You may have more than one member number.  You’ll see this number incorporated in your Account Number. You will use this number:

• When contacting or visiting us to conduct business or get assistance more quickly. It helps us identify your overall member relationship and view your accounts.
• When conducting business at CO-OP Shared Branching. It will allow them to view your True North accounts.
• When setting up a direct deposit or automatic deduction for your Savings Account and don’t have access to that Account Number. 

• When mailing in a deposit or loan payment or using a night depository. Include the Account Number and your Loan or Share ID.
• When establishing an electronic payment, you can use Member Number and Loan or Account ID.

To make a purchase, tap your Mastercard contactless card on the payment reader when the contactless symbol appears. Your card should be within an inch or two of the symbol on the terminal at the counter.

Your Mastercard Credit Card comes with Mastercard ID Theft Protection, Global Service, and Airport Concierge. Your Mastercard Guide to Benefits for Credit Cardholders can be found here.

If you are certain you have lost your card and wish to report it, please contact us at 866-664-9364 or login to eBanking and navigate to Cards > Card Controls > Missing Card.

If you are unsure where it is, you can block it from activity by logging into eBanking and navigate to Cards > Card Controls > Lock Card.  You can also unlock it from the same place once you find your card.

You can either stop by a branch or call 1-888-886-0083.  Calling from a number on your credit union account will speed up the process. If you have any issues, please reach out to our Member Contact Center at (907) 523-4700.

You can order a new Credit Card in three convenient ways:

• Login to eBanking and navigate to Cards > Card Controls > Damaged or Missing Card.
• Call our Member Contact Center at (907) 523-4700.
• Email our Member Contact Center at memberservice@truenorthfcu.org.

We will issue you a new card with the same number, but it will have a new expiration date and security code. You should receive your new card within 7–10 business days. If you need it sooner, please call our Member Contact Center at (907) 523-4700 to discuss alternative delivery options.

To make a purchase, simply tap your Mastercard contactless card on the payment reader when you see the contactless symbol. Typically, your card must be within an inch or two of the symbol at the terminal at the counter.

You can order a new Debit Card in three convenient ways:

• Login to eBanking and navigate to Cards > Card Controls > Damaged or Missing Card.
• Call our Member Contact Center at (907) 523-4700.
• Email our Member Contact Center at memberservice@truenorthfcu.org.

We will issue you a new card with the same number, but it will have a new expiration date and security code. You should receive your new card within 7–10 business days. If you need it sooner, please call our Member Contact Center at (907) 523-4700 to discuss alternative delivery options.

You can visit any branch or call 1-888-886-0083. Calling from a phone number listed on your credit union account will help expedite the process. If you experience any issues, please contact our Member Contact Center at (907) 523-4700.

Your Mastercard Debit Card comes with Mastercard ID Theft Protection, Extended Warranty, Satisfaction Guarantee, Global Service, and Airport Concierge. Your Mastercard Guide to Benefits for Debit Cardholders can be found here.

You can access the NCUA’s Share Insurance FAQ’s Questions and Answers for more in-depth information. The NCUA’s website, also, has a Share Insurance Tool Kitwith numerous helpful publications and links. You may also contact NCUA's Consumer Assistance Center with questions about Share Insurance between 8 a.m. and 6 p.m. (EDT) at 1-800-755-1030, press 1 for share insurance questions.

Like FDIC coverage for banks, your share savings, money markets, checking and certificate deposits are covered up to $250,000, and IRA shares and IRA certificates are covered up to $250,000. If you have multiple ownership structures or multiple owners, you may have more coverage. Our staff can help, or go here for the NCUA’s Electronic Share Insurance Calculator.

The National Credit Union Administration (NCUA) is the federal agency charged with administering the National Credit Union Share Insurance Fund. This is the insurance that guarantees your deposits.

The risks posed by carrying large sums of cash, and keeping it at home, are significant. We do not advise people to withdraw their savings in cash.

All funds invested in an account or accounts by a corporation, partnership or unincorporated association engaged in independent activity are added together and insured to the $250,000 limit. If they aren’t used for an independent activity, they will be added to your individual deposits for determining insurance limits.

Collateral Protection Insurance is emergency insurance coverage to help protect your auto, boat, recreational vehicle or other collateral item when an insurance policy is not in place.  Typically, CPI is placed when:

• Your insurance lapses:  Late or missed payments result in a lapsed or cancelled policy.
• Your policy doesn’t meet our requirements:  Your policy must have the coverage required as outlined in your insurance agreement, to include comprehensive and collision coverage, as well as the proper amount and deductible. 
• Your policy has erroneous information:  If your insurance carrier has incorrect information, such as a number transposed on the VIN number, the coverage doesn’t match and can cause a force placed insurance situation. 

Force placed insurance only covers your loan value and does not provide you with coverage over the loan amount to protect your equity, and it does not meet State insurance requirements or protect you or others in the event of injury. 

If you have a CPI policy in place, it will be added to your loan balance and your payments will increase until the policy is paid in full.  There are multiple ways to submit proof of insurance:

• Visit myinsuranceinfo.com.
• Call MyInsuranceInfo at 1-800-998-0652.
• Reach out to our True North Member Contact Center at (907) 523-4700 for assistance.

There are many ways to make loan payments.

• From True North's homepage
• From eBanking
• Call the Member Contact Center
• In-person or by mail

For more details on each method, please visit our Make a Payment webpage.

Waivers of collateral insurance may be available for autos, motorcycles, snowmobiles, ATVs or boats for up to six months, depending on the surrounding circumstances. 

If you wish to request a waiver, the request form is here.  Or you can reach out to our contact center with questions about the waiver process at (907) 523-4700.

All requests are reviewed for the age, standing, payment history, and current insurance as well as the reason for the request to determine if the waiver may be approved.  

As a member-owner, you can take a break from your vehicle, personal, and/or heat pump loan payment(s) with True North's Skip A Pay program*.

• Allows you to skip a payment with no late fee.
• Prevents you from having to borrow to cover unplanned expenses.
• Make room in your monthly budget when a little more "spending money" is needed.

Apply for Skip A Pay today!

*O.A.C. Offer not valid on Mastercard Credit Cards, Certificate Secured, Share Secured, Lines of Credit, Mortgage, Home Equity Loans, Delinquent Loans, True Drive loans, or for members with any late payments on a True North loan or line of credit in the past twelve months. Eligible loans include loans with six prior consecutive monthly payments and no more than two skipped payments in the past twelve months. Skip-A-Pay is limited to two skip-pays per eligible loan; $30.00 skip-pay fee for each payment skipped.

Microsoft Edge, Safari, Chrome and Firefox

Yes, you can register in eBanking from Desktop or Mobile, and your username and password will work on either platform. While there are some exceptions (like Mobile Deposit on Mobile and File download on Desktop), the two platforms are largely identical in functionality.

Go into Settings > Safari and scroll to Privacy and Security.  Make sure Prevent Cross Site Tracking is disabled. Also make sure “Block all Cookies” is disabled. 

The Member Contact Center can take a look and help you. You can use the Secure Message service within eBanking to send us a message, email memberservice@truenorthfcu.org or call us at (907) 523-4700.

Businesses will register from Desktop or Mobile and will need their TIN or EIN as well as the company start date, to be entered as Date of Birth. If you don’t know that date, please contact us at (907) 523-4700 or email memberservice@truenorthfcu.org.

Business Accounts/Trusts/Organizations which use an individual’s SSN, that individual will register their personal information and
will be able to view the account when logged in.

If you forget your password, you can reset it by:

• Click the Forgot Password button and walk through the prompts.
• Click here to see password reset instructional details.
• Member Contact Center is always here to support you at (907) 523-4700.

How do I Unlock my access?

• Please call the Member Contact Center at (907) 523-4700.

Send money to friends and family without having to ask their account number by using the Pay a Person function. With only their email or cell phone number, they’ll get an invite to provide their information confidentially, and then you can send them money whenever you want.

• First, ask the recipient their email and tell them to expect a notice with a link.
• Log into eBanking and go to Bill Pay. Select Pay a Person in top menu bar.
  • Select Email if you do not have their account information. Once they respond by loading their information, you can activate them and start sending them funds.
  • If you have the recipients' account information, select the Direct Deposit option.
  • You will be prompted to validate your identity with a code when first loading a payee.

Yes. You can link your important relationships at other institutions by selecting ‘Link Account’ at the bottom of the Accounts Page. With the accounts linked, you can monitor your balances and recent activity from one convenient location.

NOTE: To transfer funds between accounts, external accounts must be separately loaded on the Move Money > Scheduled and Recurring > Manage Recipients page.

Establish your Transfer or Payment: On the Move Money page, select Transfer and Payments button to establish the transaction.  Select the appropriate Frequency.  If you chose an option other than immediate, you will see your scheduled transaction under the Scheduled Payments or Scheduled Transfers sections once complete.

Plaid is a third-party platform that allows information sharing between financial service providers, allowing for fast and secure money movement.  True North uses Plaid to authenticate you when you are adding your accounts at other institutions for money transfer or to display on the accounts page.  

How does it work? 

You can either set up an account with Plaid by providing your phone number and some other identifying information or continue as a guest.  Plaid takes your account information and encrypts it before sending it to your other institution.  When your institution verifies the information, the link is immediately established.  If your other institution is not on the Plaid network, you will go through a micro deposit verification process that will take a few days.

Is Plaid safe? 

Plaid is an industry leader in establishing connections between financial providers, and the security of their customers data is a priority.  More information about their various security measures is detailed here.  They do not sell or rent your data, as detailed in their privacy policy found here.

Under Money > Scheduled and Recurring > Manage Recipients > Add Other Member

You will need the following information about the other Member:

• Member Number
• Account Type
• Members Last Name
• Destination Label for future payment

Additional details can be found here.

Yes. On the Move Money page, click on Scheduled Transfers. Click on the three dots to the right of the transfer in the External Transfers section and select Delete.

Note: If cancellation is needed on the date of the scheduled transfer, please contact our Member Contact Center at (907) 523-4700 to inquire on cancellation. Due to processing times, the transaction may appear as able to be deleted, but this may not reflect in our system.

Absolutely! We're excited to announce our new partnership with Zelle®. This will make it even easier for you to send money to friends and family at other financial institutions.

Under Money > Scheduled and Recurring > Manage Recipients > Add External Account. Follow the prompts using Plaid to authenticate with your external account.

To resolve possible statement discrepancies, contact us at (907) 523-4700, come into the branch, or write to us at True North FCU, 2777 Postal Way, Juneau, AK 99801. Please refer to the Membership Agreement for additional information on disputes.

You can verify your eStatement status by selecting that option on the Main Menu in eBanking.  If you select that option, you’ll be you will be able to see and manage your enrollment status for each account with True North.

Check your pop-up settings. Some features, like accessing eStatements, require pop-ups to function properly.

No, this means you have been with us a while and have an older Account number in addition to the newer one. Our eBanking system can only reflect one, but both are correct!

Only one email address is accessible via eBanking. To manage multiple addresses, please contact our Member Contact Center at (907) 523-4700 for assistance.

You can update an address but cannot add a new one. If you find yourself needing a mailing address separate from your residential address, contact our Member Contact Center at memberservice@truenorthfcu.org or (907) 523-4700 to help you add the new address.

Generally speaking, you can purchase a home with a value of two or three times your annual household income. However, the amount that you can borrow will also depend upon your employment history, credit history, current savings and debts, and the amount of down payment you are willing to make.

You may also be able to take advantage of special loan programs for first time buyers to purchase a home with a higher value. Give us a call at (907) 523-4700, and we can help you determine exactly how much you can afford.

We have some interactive mortgage calculators you can experiment with.

With a fixed-rate mortgage, the interest rate stays the same during the life of the loan. With an Adjustable-Rate Mortgage (ARM), the interest changes periodically, typically in relation to an index. While the monthly payments that you make with a fixed-rate mortgage are relatively stable, payments on an ARM loan will likely change. There are advantages and disadvantages to each type of mortgage, and the best way to select a loan product is by talking to us.

There is no simple formula to determine the type of mortgage that is best for you. This choice depends on a number of factors, including your current financial picture and how long you intend to keep your house. Our True North mortgage team can help you evaluate your choices and help you make the most appropriate decision.

You can start your application here.

Just as you are eager to get into your new home, we are eager to get you there as soon as possible! Generally, the items that take the longest to receive are the appraisal and the title work. We always want to get the appraisal and title work ordered as soon as possible to avoid any delays. If you are purchasing a new home, we will do our best to meet the closing date you and the seller have agreed upon on your purchase contract.

Private Mortgage Insurance (PMI) is provided by a private company to protect the mortgage lender against losses that might be incurred if a loan defaults.  It is required if the loan amount is more than 80% of the home’s value. 

This insurance benefits lenders and investor, but it helps homebuyers too. Because True North FCU is protected by mortgage insurance, we can offer loans with low down payments. Without mortgage insurance, we would need to require a down payment of at least 20% of the loan amount.  

In addition to any required down payment, you will also need funds to cover the costs of getting a mortgage. These costs could include the fees for your property appraisal, tax service, flood certificate, title commitment, and recording fees. Additional costs may also be involved in a purchase depending on the situation, including points, inspection fees, pre-paid interest, taxes, insurance, and Private Mortgage Insurance (PMI).   The costs can vary significantly depending on your purchase contract, as the seller may cover some of these costs.

As part of your pre-qualification, we will provide you with a fee estimate that includes all the fees that you could pay - giving you a very good idea of what the total costs will look like. 

An index is an economic indicator that lenders use to set the interest rate for an ARM. Generally the interest rate that you pay is a combination of the index rate and a pre-specified margin. Three commonly used indices are the One-Year Treasury Bill, the Cost of Funds of the 11th District Federal Home Loan Bank (COFI), and the London InterBank Offering Rate (LIBOR).

There are government insured loans such as FHA, VA, USDA or Hud 184.  Each of these programs are unique and have specific requirements.  We will explore these options with you to see if they benefit you.   

Once we receive your application, we assess your situation to see what program is the best fit. Available assets, current homeownership status, consumer credit history, and property location are just a few of the many factors used to determine which program will work best in each scenario. 

Every borrower’s story is unique. No matter what your story is, rest assured knowing that we will work closely with you to find the most compatible program for your needs. 

For your initial pre-qualification, we will ask questions about your income, assets, credit history and employment. We will pull a credit report upon receipt of your application. For most applicants, we will be asking for your most recent 30 days of paystubs, your 2 most recent years of W2’s and 2 months of asset statements. Every application is unique---so if fewer, additional, or different documents will be required, we will let you know.  

You can expect great service and a quick response time, all from real people. Getting started has never been easier: visit our website and complete an online application for pre-qualification or stop by one of our branches to set up an in-person appointment! Once you have submitted your application, one of our Mortgage Loan Originators will reach out to review the details of your application and ask additional question.

True North is owned by our members - without you, we would not be here!  Because of this, our focus differs from the average mortgage provider; prioritizing service and quality over profit and quantity.  We are always looking out for the best interests of our members, working to serve your needs whenever and wherever possible.

The amount of cash that is necessary depends on a number of items. Generally speaking, though, you will need to supply:

• Earnest Money: The deposit that is supplied when you make an offer on the house
• Down Payment: A percentage of the cost of the home that is due at settlement
• Closing Costs: Costs associated with processing paperwork to purchase or refinance a house

For most homeowners, the monthly mortgage payments include three separate parts:

• Principal: Repayment on the amount borrowed
• Interest: Payment to the lender for the amount borrowed
• Taxes & Insurance: Monthly payments are normally made into a special escrow account for items like hazard insurance and property taxes. This feature is sometimes optional, in which case the fees will be paid by you directly to the County Tax Assessor and property insurance company.