Q: How quickly do transfers post on myMAX Online Branch?

A: Transfers post immediately. myMAX Online Branch will let you know that the transfer was completed and will give your new balances.

Q: How will the transfers I make on myMAX Online Branch appear on my statement?

A: Transfers will have a description line reflecting the "to" and "from" account numbers. Any transactions done through the Bill Payment service will have a description line with the wording "Electronic Pymt, Bill Paymt" and the name of the payee.

Q: What should I do if I have an unsuccessful transfer?

A: When a transfer is unsuccessful you will be given a reference number. Contact MAX at 334-260-2600 (option 2) or 1-800-776-6776 if you are outside the local Montgomery area and we will use your reference number to help us correct the problem.

Q: When I request an account or loan history, it only goes back approximately three months. Why can’t I get more history?

A: myMAX Online Branch can only retrieve information that is "online" at the credit union. In other words, you can only access what an employee can access. If you need more history than is available, please give us a call. (Note: There is a small fee for reprints of statements). You may also request statements through JennyMax for free.

Q: Can I use Quicken® or Microsoft Money®?

A: Yes. You can download the transactions from your available account histories to Microsoft Money 2004 and earlier versions or Quicken 6.0 through 2004.

Q: What days and hours can I use myMAX Online Branch?

A: myMAX Online Branch will normally be available 24-hours a day, seven days a week. Occasionally, there may be a window of unavailability due to system changes and processing. We always try to post a message on MAX Online homepage notifying members of pending downtime, but cannot guarantee that we will always be able to provide advance notification. All internet sites and services occasionally require maintenance, so in our effort to provide the highest quality service to our members, we will always stive to perform such maintenance and resolve any issues as quickly and efficiently as possible.

Q: I can’t connect to the myMAX Online Branch system. What should I do?

A: Contact you Internet Service Provider (ISP).

Q: Why is my password no longer recognized?

A: The first time you login to myMAX Online Branch you are taken to the user option screen to change your password. The password is case sensitive and must be typed exactly as the first time.

Q: I have been locked out due to invalid successive logins. How do I get unlocked?

A: If you forget your password, please contact MAX at 334-260-2600 (option2) or 1-800-776-6776 if you are outside the local Montgomery area.

Q: When I try to login to myMAX Online Branch, I receive a Login Error Message. What should I do?

A:	1.	Verify your myMAX Online Branch member number and password.
	2.	If this is your first login, be sure you are using the last four digits of the primary member's social security number.
	3	Is your Caps Lock key on? Since passwords are case sensitive, the Caps Lock key may alter the way your password is being entered.
	4.	If you still cannot login, please contact the myMAX Service Center at 334-260-2600 or 1-800-776-6776 (if you are outside the local Montgomery area) for assistance. The Login Error Message will contain a reference number that will help us correct the problem.

Q: When I login to myMAX Online Branch I receive the message, "Sorry, This Page is Not Secured." What should I do?

A:	1.	Clear all temporary Internet files.
	2.	Delete all history files.
	3	Remove the Bookmark for the myMAX Online Branch website.
	4.	Use the web address http://www.mymax.com.
	5.	If you receive the same message, then use the web address https://www.mymax.com/portal.html.
	6	If you are still having difficulty, please contact the myMAX Service Center at 334-260-2600 or 1-800-776-6776 if you are outside the local Montgomery area.

Q: I have moved. Can I use the Internet to change my address?

A: We require a signature for verification on an address change. Yes. Select Secure Forms, complete the Address Change Form and submit it to MAX

Q: Can I add a joint owner by Internet?

A: Any change in ownership requires a new signature card.

Q: Why do I get the MAX Home Page, but when I click on myMAX Online Branch, it is not available?

A: Our Internet access is a secured site and is supported by Netscape Navigator. Your Internet provider must allow secured sites. (This is a common problem with access from work places; some employers have fire walls set up that do not allow the secured site and can only be fixed by the employer.)

Q: How should I handle BETA versions of Netscape?

A: Do not download any BETA versions of Netscape. Please delete any BETA versions of Netscape that currently reside on your system.

Q: How do I cancel myMAX Online Branch and/or Bill Payment?

A: You may contact any branch in person or by phone to complete a cancellation form.

Q: Why do you allow 10 days for mailed in payments?

A: Some merchants do not accept electronic payments and are paid by check, which is sent by regular mail. The post office states that they require 10 mailing days for first class mail so that is what we disclose. However, most mail is delivered within 3 to 4 business days and that will include bill payments. Just as you would allow mailing time for a check you send, we suggest you do the same with this service.

Q: Whom can I pay?

A: You can pay virtually anyone in the United States. There are organizations that will not accept payments via Bill Payment, such as, the IRS and other taxing entities.

Q: What happens if I set up a payment but I do not have the funds in my account?

A: Using Bill Payment is just like writing a check or using your MAX ChekCard®. You must have sufficient funds in your account; otherwise, normal overdraft procedures and charges will be assessed and service may be discontinued.

Q: How are payments deducted from my account?

A: Payments are deducted by direct ACH debit through federal reserve banking channels.

Q: How quickly are Bill Payment transactions posted to my checking account?

A: In approximately two business days.

Q: How long is Bill Payment history kept?

A: You have immediate access to three months of bill payment history. In addition, our processor maintains bill payment records for up to two years.

Q: Who should I call if I have a question regarding Bill Payment Processing?

A: Please call the Bill Payment Customer Service Department at 1-800-823-7555.

Q: How do I clean my cache?

A:	1.	Locate the "Tool" menu in your menu bar.
	2.	Move your mouse cursor over to the word "Tools"; click and hold your mouse button and a menu list will drop down.
	3	Without releasing your mouse button, drag your mouse cursor to the menu selection "Internet Options".
	4.	Release your mouse button and a new window will open called "Internet Options".
	5.	Go to the top right of the new window and click on "General" to make sure you are in the correct menu.
	6	In the section called "Temporary Internet Files," find and click the button "Delete Files".
	7	Another new window called "Delete Files" will open.
	8	Be sure to check the box beside "Delete all offline content". Then click "OK" to empty your cache.
	9.	Then click the OK button to empty your cache.
	10.	The "Delete Files" window will disappear. Now click "OK" on the "Internet Options" window to get back to Internet Explorer’s browser window.
	11.	Find and click the "Refresh" button; the page will refresh with all the changes you were unable to see.

Q: How do I create Bookmarks?

A:	1.	First, locate the "Favorites" menu in your menu bar.
	2.	Move your mouse cursor over to the word "Favorites"; click and hold your mouse button and a menu list will drop down.
	3	While still holding your mouse, move your cursor down to the "Add a Favorite" menu and release your mouse button.
	4.	Now the browser window will go back to normal and the bookmark will have been added.
	5.	The bookmark is now at the bottom of the "Favorites" menu. Repeat steps 1 and 2 and then drag your cursor down to the bookmark of the site you wish to go to.

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