Online Loan Payment FAQs

Registration

Are my Online Loan Payment credentials (Username and Password) different than my ACU Online Banking information?

Yes. The Online Loan Payment portal requires a new registration.

What information is required at the time I register for Online Loan Payments?

The Primary Account holder’s first and last name, email address, phone number, member number, the last four digits of your Social Security Number (SSN), and date of birth (MM/DD/YY).

I have multiple loans under my Primary Share Account and an account I am a joint owner on, will I need to register each member number to make a payment?

Yes.

What happens to my Online Loan Payment registration if do not make a payment for more than 90 days?

The system will prompt you to change your password after 90 days of inactivity.

Forgotten Password/Locked Out

I forgot my Online Loan Payment password, how do I obtain a new one?

Click on the Forgot Password link. Enter your email address and click the Forgot Password button. If the email address you entered is registered within the system, you will receive an email with instructions to reset your password. If you haven’t received the email within a few minutes, please check your Junk Mail folder.

I have locked myself out of the Online Loan Payment, is ACU able to reset me?

No. However, you can click on the Forgot Password link to receive an email with instructions to reset your password.

Payment Information

Can I use my ACU Account to pay my loan via Online Loan Payment?

We recommend that you use Online Banking to make a payment with your ACU Account so that you do not incur the $1.95 convenience fee. Instantly move money from an Associated Credit Union Account into your Associated Credit Union Loan Account. Or Schedule a transfer for a later date. This is a free service offered to our members.

What is the maximum loan payment amount I can schedule using Online Loan Payments?

The maximum payment amount is $2,500.00.

Can I cancel or modify a pending payment?

No. Pending payments cannot be cancelled or modified.

Can Associated Credit Union cancel a pending payment?

Yes. You will need to contact us at 770.448.8200, Ext. 2392 to verify if a payment authorization can be cancelled.

When will my payment post?

Payments made by 5:00 PM (EST) via Online Loan Payments during regular business days will post by 7:00 pm (EST) to a Vehicle Loan, Personal Loan, or Home Equity Loan. Payments made by 5:00 PM (EST) via Online Loan Payments during regular business days will post the next business day for Visa Credit Cards and Mortgages. The receiving institution (your non-ACU checking or savings account) is debited within 2 to 3 business days.

Is there an express payment option within Online Loan Payments?

Yes. Click the Express Pay button to make a payment without registering or logging in.

Will my payment post on a weekend or holiday?

No. Payments will only post on regular business days, Monday through Friday.

If I elect to process a payment in the future (up to seven days) when will credit be posted to the loan?

Same as above.

May I schedule recurring ACH transactions?

Not at this time.

What happens if I pay more than the minimum due on my loan?

The additional amount will be applied per the terms outlined in your Note or Loanliner Agreement.

What happens if I pay less than the minimum due on my loan, Visa Credit Card, or First Mortgage?

The funds will be applied in accordance with the terms and conditions of your Note or Loanliner Agreement. However, the payment due date may not advance.

When will I be able to make a payment on a new loan via Online Loan Payment?

Once the loan is setup with ACU, you will be able to make a payment the next business day.

Why I am unable to view all of my active loans listed under my payment options?

Once you are registered, you will be able to view all of the active loans under that specific member number. If you have loans associated with other member numbers, you will need to register each one.

I am receiving the message Unable to locate information, why is that?

If the loan is past due more than 30 days, you will not be able to utilize the Online Loan Payment Solution. Please call 770.448.8200 Ext. 2210 for assistance.

What description will I see on my transaction history when the payment is debited from my non-ACU financial institution?

The transaction description will be ACU ECM LOAN PAY.

How can I obtain a refund on a transaction that was set up in error?

You must contact your non-ACU financial institution and request to dispute the posted debit within 60 days of the posted debit.

How long will it take for me to receive my refund?

It will depend on your non-ACU financial institution.

How will I be notified once my payment is complete?

You will receive a confirmation email. If you do not receive the confirmation email within 24 hours, please send us a secure support email to the Contact Center via Online Banking.