Frequently Asked Questions

Balance
How can I check my balance?

Transfers
How can I transfer money?

Traveling
I’m going on a trip. What do I need to do?

Online Banking
I’m locked out. How do I get into online banking?

When I log into online banking I’m repeatedly required to get a text, phone or email verification. Why? How do I see my scheduled transfers?

What’s the difference between available balance and current balance?

Where are the statements for my checking account?

I’m enrolled in electronic statements. Where do I find them?

Credit and Debit Cards
Why am I not seeing a Visa payment that I just made?

I have a debit card dispute. What do I do?

I have a credit card dispute. What do I do?

Checks
Has my check cleared?

How do I verify if a check is good?

Account and Routing Numbers
What is my account number?

What is Royal’s routing number?

CompuTeller
What is CompuTeller?

Tax and Account Statements
Where can I find my tax statements?

When will I receive my statement?

Where are the statements for my checking account?

How do I opt-in to electronic statements?


How can I check my balance?
Quickly and easily check your balance through online banking, within the mobile apps, via SMS Text messaging, or by using CompuTeller – all available anytime you need them, with no waiting in line or on hold.  We’d love to help you get set up! Give us a call at 800-341-9911, option 6, or shoot us an email at member_services@rcu.org.

How can I transfer money?
There are a number of different options! Choose whatever works best for you from the following options:

Direct payment form – You can pay electronically to and from a different financial on the same day for a set amount, and you can choose to make the transfer recurring. The transfer is immediate and can be applied to a loan or checking or savings account. Once you sign the form you won’t need to worry about this in the future.

External transfers – Transfers from another financial to Royal deposit (checking or savings) account, or visa versa, but not to a loan, with no signature required. You can choose one-time or recurring, and this option takes one day to set up, then three to five business days to process the transfer.

PopmoneyTM – Allows transfers to Royal or non-Royal accounts. This “pay other people” option requires the receiver’s email, account number or phone number. If you use an account number, the transfer will be immediate; if you use email or phone then the receiver must confirm the transfer.

Internal transfers – Transfers between Royal accounts can be done, quickly and immediately, via online or mobile banking, the mobile apps, or through CompuTeller.

Bill Pay – This free, simple service allows you to use your Royal checking account funds to pay an external bill (like cable, utilities, insurance, etc).

I’m going on a trip. What do I need to do?
You can put input your own travel notes in the desktop version of online banking (not yet though mobile banking or mobile apps, but we’re working on it). Please notify us of your travel plans at least one business day prior to leaving. It's easy!

  • Log into online banking and add your details on the Additional Services page.
  • You can choose to add a memo for your debit, credit and/or ATM card, so all will work flawlessly.

Traveling internationally? You may have trouble using the 800 number to reach us. Try the local number at 715-833-8811 Or drop us an email at member_services@rcu.org.

I’m locked out. How do I get into online banking?
Use the Forgot Login link to recover your credentials.

When I log into online banking I’m repeatedly required to get a text, phone or email verification. Why?
We understand it’s a small inconvenience, but it’s for your security. You are being asked to complete this extra step because you’re either on a new device or your computer is not storing cookies.

Cookies are small files placed on a computer that help a website function. When you first visit a website, a cookie is often created, storing information to make navigating the site easier in the future. Please visit this page if you’re looking for more information on adding cookie exceptions.

How do I see my scheduled transfers?
Log into online banking and go to Move Money, and then View Scheduled Transfers to confirm that you have set up the internal transfer online .

What’s the difference between available balance and current balance?

Available balance – These are your funds that which are available right now, including debit card holds. This balance does not reflect outstanding checks, pending ACH or electronic withdrawals.

Current balance – These are the funds that you have based on the items that have cleared your account to date.

Where are the statements for my checking account?
Your checking account statements can be found within the statements for your Primary Base Savings. We know; it’s a little confusing. Choose your Primary base savings account and you’ll see your most recent checking account statements.

I’m enrolled in electronic statements. Where do I find them?
Once you log into online banking, click Statements & Info. On the Account Statements page, you’re able to view all of your electronic statements.

Looking for more information on online banking?  Go here.

Why am I not seeing a Visa payment that I just made?
It does take 24-48 hours for a payment to be applied to your credit card. The most up-to-date information on your credit card can be found in online banking on the Credit Cards tab. Automatic payments to Visa cards can be set up online within the Credit Cards tab (if you have a Royal Visa, but a checking or savings account with another financial) or Move Money (if you wish to pay with a Royal Credit Union account). Please note that your Visa balance is not available in CompuTeller.

I have a debit card dispute. What do I do?
Here’s the form for debit card disputes: check_card_dispute_form.pdf. Once you fill out the form, you can mail it in, bring it to an office, or email it to PSSCardServicesActivity@rcu.org.

I have a credit card dispute. What do I do?
If you have a dispute about a charge on your Royal Credit Union Platinum Rewards Visa credit card, or your Royal Credit Union Commercial Rewards credit card, you can call 800-853-0872 or can file your dispute within online banking.

To file within online banking, log in and click on the Credit Cards tab. The credit cards online account access site will open. Under Transactions click on Search Transactions. Choose the transaction you would like to dispute and click Dispute this charge. Then just answer the questions on the Transaction Dispute(s) screens and click Submit & Save.

Has my check cleared?
The fastest, easiest way to check this is to log into online banking or the mobile app and check your account details.

How do I verify if a check is good?
You can call CompuTeller at 800-762-6280, option 7, or call Member Service at 800-341-9911, option 6 and then 2, any time, day or night.

What is my account number?
You can find your full account number within online banking, on your monthly statement, or on the bottom of your personal checks.

What is Royal’s routing number?
Royal’s routing number is 291880411. It can also be found at the bottom of your checks or in the navy blue bar at the top of the website.

What is CompuTeller?
CompuTeller is an automated phone system which enables you to access your accounts from anywhere using your Member number and telephone access PIN. To get set up with CompuTeller, please call Member Service at 800-341-9911, option 6. Once you’re set up, you can call CompuTeller at 800-762-6280.  Check out more information.

Where can I find my tax statements?
Tax statements can be found within online banking, on your December statement, or by calling CompuTeller. Here’s how to easily access them:

Online banking - Log into online banking and go to Statements & Info, and then the Tax Statements tab.

December statement - You should receive this statement the first week in January. On it, you will see YTD Interest Paid for the year below the transaction detail for each account.

CompuTeller - Call 800-762-6280 and follow the prompts.

Didn't find what you are looking for? Here may be some reasons why, and a little more information:

  • If you earned less than $10 in interest on your accounts in a tax year, you will not receive an interest reporting tax statement for that tax year.
  • Tax statements are reported by tax ID or social security number. Tax statements are only available under the tax ID/social security owner's online banking login, so if you aren’t the primary on the account, you may not have access.
  • IRS tax statements 1099 and 1098 are available by January 31 each year.
  • IRS tax statements 5498 are available by May 31 each year.
  • If you can claim your vehicle loan interest for tax purposes due to use for a business, please refer to your December statement for the year-to-date interest paid.
     

I’m enrolled in electronic statements. Where do I find them?
Once you log into online banking, click Statements & Info. On the Account Statements page, you’re able to view all of your electronic statements.

When will I receive my statement?
Electronic statements will be available within online banking on the first of the month. Paper statements are sent out by the fifth business day of the month. If you’d like to change your statement preferences to receive an electronic statement, which is faster, you can do so via online banking under Statements & Info.

Where are the statements for my checking account?
Your checking account statements can be found within the statements for your Primary Base Savings. We know; it’s a little confusing. Choose this account and you’ll see your most recent checking account statements.

How do I opt-in to electronic statements?
You can elect to receive electronic statements instead of paper statements within online banking. Here's how:

  • Once you log into online banking go to Statements & Info, and then the Preferences tab.
  • On the Preferences page, click the checkbox next to “I do not wish to receive paper communications and have read and accept the statement preferences agreement.”
  • You’re set!