MEMBERDIRECT INTERNET
& TELEPHONE ACCESS
Current Bill Payees
Technical Support Helpline
1-888-273-3488
For account information, contact your branch.
MemberDirect Telephone Access Numbers:
In Waterloo Region: 746-0716
Outside Waterloo Region: 1-877-552-MSCU (6728)
(Within Canada and the United States)
Important Changes to Branch Codes
for MemberDirect Telephone Access
MemberDirect Telephone Access users are now required to enter a two-digit branch code as follows:
01 Kitchener
02 Aylmer
03 Leamington
04 Elmira
05 New Hamburg
06 Milverton
07 St. Catharines
08 Waterloo
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MENU
Getting Started
Technical Requirements
Changing You PAC
Forgot Your PAC
Logging into MemberDirect Internet
Navigating Tips for Internet Access
Logging Out
Automatic Time Out
Service Fees
Viewing Account Activity
Transactions
Scheduling Transfers
Inter-Member Transfers
Bill Payment Set Up
Paying Bills
External Links
Getting Started
1. Visit your branch to sign a MemberDirect Remote Access Agreement.
2. If you wish to pay bills through MemberDirect, your branch will need a statement copy for each vendor.
3. If you wish to use the inter-member transfer feature, an Inter-Member Transfer Agreement must be completed.
4. You will receive a computer-generated Personal Access Code (PAC) from your branch.
5. You will be required to change the PAC (that you receive from the branch) to your own personalized PAC using Telephone Access. The same PAC is used for both telephone and Internet banking.
Technical Requirements
For a detailed list of browser's supported, along with other technical information, please click here or go to the Member Direct login page and click on Browser Requirements.
Changing Your PAC
You cannot change your PAC using Internet Access. Follow these steps to change your PAC using Telephone Access:
1. In Waterloo Region call 746-0716; outside of Waterloo Region call 1-877-552-6728 (toll-free).
2. Select option 1 – Personal Account Options, select your branch, enter your member number, log in using the PAC that you received from your branch then follow the directions to personalize your PAC.
3. When choosing a new PAC, do not begin or end with the number 0. The Internet Access system will not accept codes starting with 0. Please note that your new PAC should be 5-7 digits.
4. Changing your PAC over the telephone also changes it for the MemberDirect Internet Access system.
If You Forget Your PAC
1. If you are attempting to log in to MemberDirect Telephone and Internet Access and are having difficulty remembering your password DO NOT try more than two times.
2. If you try a third time and get it wrong the system will lock you out until the next day.
3. If you forget your PAC, visit an MSCU branch and request to have your PAC changed. The computer will generate a new PAC for you. You can then follow the steps listed above to change the code.
Logging in to MemberDirect Internet Access
1. Go to the MSCU home page (www.mscu.com) and click on the “MemberDirect” icon. Watch for updates and announcements about MSCU services and events on www.mscu.com.
2. Select your branch using the drop-down menu.
3. Enter your "Member Number."
4. Enter your “Access Code (PAC).”
5. Selecting the “Enhanced Security” feature will prevent unauthorized viewing of your account information, as long as you are careful to log out. (Pages will not be cached by your browser, therefore, clicking on the “Back” button will not display a previously viewed page after you click on “Logout”.)
6. Click on “Login.”
7. You will be presented with the MemberDirect Legal Agreement. Please read the agreement. At the bottom of the agreement, you will be prompted for your PAC again. If you agree to the terms of the agreement, enter your PAC and click on "Agree." After your first log in you will not be shown the legal agreement again.
8. Once the system verifies your PAC, the main menu appears and you are ready to go!
Navigating Tips for Internet Access
1. Navigating through MemberDirect Internet Access is very straightforward. Simply follow the prompts and use the navigation buttons and menus provided.
2. Avoid using the "Back" button on your browser, it may create errors. Instead, use the navigation buttons and bars within the MemberDirect Internet Access system.
3. You can click on “Help” to get more information about how to conduct transactions using MemberDirect Internet Access. You can select the appropriate topic from an alphabetical listing in the drop-down help menu.
Logging Out
1. Click on "Logout" to log out of MemberDirect Internet Access before going to any other website.
2. To be completely secure when leaving your computer, be sure to close your browser. Nobody else will be able to access your accounts without your PAC, but if you leave your browser open, they may be able to view the pages you were previously viewing (unless you selected “Enhanced Security”).
Automatic Time Out
1. For security reasons, MemberDirect Internet Access may log you out of the system if there has been no activity on your account for several minutes.
2. If you take a break, without logging off, the system may prompt you for your member number and PAC again before you can make any more transactions.
Service Fees
1. There are no service fees for transfers between MSCU accounts and viewing account activity.
2. Bill payments are the only MemberDirect transactions that have a fee (charged to your account at the end of the month). If you cancel a future-dated payment, you will not be charged.
Viewing Account Activity
1. Once you log in a list of your accounts, loans, and term deposits will be displayed. Clicking on one of those accounts will display the past two weeks of activity. To view activity for a different time frame follow the directions listed below.
2. Select “Account Activity” from menu.
3. Select an account from the drop-down menu.
4. Specify the start date and end date for the period of time that you wish to view (up to 6 months of history is available). If your account did not have any activity during the selected period it will only show your balance.
5. Select the type of transactions to display using the “Account Activity Filter.” You can include all statement items or make a selection from the drop-down menu. For example, you can search for a cheque number or a specific amount.
6. “Account Format” enables you to choose either to view activity or to download information to a variety of programs including: Quicken, QuickBooks, Microsoft Money, Simply Accounting, and common spreadsheet programs such as Microsoft Excel.
7. Select the order that items are displayed - oldest to newest, or vice versa.
8. Click on “Show Details” to see additional account information.
Transactions
1. To complete a transaction, simply follow the prompts. You will receive a confirmation message when the transaction has been processed.
2. If you decide, before confirmation, that you do not want to complete a transaction, click on "Cancel". DO NOT use the "Back" button on your browser, this may result in errors in the system.
Scheduling Transfers
1. Transfers can be set-up to be immediate, scheduled, or recurring. Recurring and scheduled transfers can be cancelled at any time.
2. When scheduling recurring transfers you will notice that “weeks" and “semi-monthly” (15th & month-end) are not frequency options. If you would like to set-up a weekly transfer, set it up as occurring every 7 days. To set-up a semi-monthly transfer, please contact your branch.
3. Existing scheduled and recurring transfers cannot be changed, you must first delete the transfer and then re-create it with the desired changes.
4. To delete a transfer, simply scroll to the bottom of the “Account Summary” screen where scheduled (and recurring) transfers are listed, click on “Delete” beside the transfer that you wish to cancel, and follow the prompts.
Inter-Member Transfers
1. With MemberDirect you now have the option of transferring funds to another member’s MSCU accounts, but first you must contact your branch to complete and sign an Inter-Member Transfer Agreement.
2. To complete the transfer agreement you will need to know the other member’s Member Number, Branch, Account Type, and Sub Number. Once the relationship is set-up you can transfer funds in the same way that you would between your own accounts.
3. Select “Transfers” and complete the fields on the screen. When you select “Transfer to another Member” two new fields appear. You need to select the other member’s branch, enter their member number in the “External Account” field, and click on “Continue”.
4. On the following screen you can select which account you would like the funds transferred to. Following that you will see a confirmation screen. If everything is correct, click on “Confirm” and a receipt will appear on the screen. You may print this receipt for your records.
5. It is important to note that inter-member transfers cannot be reversed by MSCU. If you make an error on a transfer, it is your responsibility to settle any disagreements directly with the receiving member.
Bill Payment Set Up
1. Check with your branch or click here for a list of the companies that accept bill payments through MemberDirect.
2. OPTION 1 - Online: Log into MemberDirect, select Payments. To add a new Payee select Add a New Bill Payee. You can Search by Payee Name, or find one by clicking on the appropriate Browse by payee category. If the desired Bill Payee is not listed in the applicable category, Browse by Other.
NOTE: Only enter alpha and numeric characters for the account number. Spaces and other markings should not be entered. Restrictions have been put in place to help ensure that the correct account number is being entered.
If you encounter any problems while setting up your bill payment vendor(s), please contact your branch.
OPTION 2 - In Branch: Bring a copy of your latest bill to your branch and a Member Services Representative will be happy to help you get started.
Paying Bills
1. You can use MemberDirect to schedule bill payments immediately or at a future-date. If you wish to cancel a future-dated payment, simply scroll to the bottom of the “Account Summary” screen where scheduled bill payments are listed, click on “Delete” beside the payment that you wish to cancel, and follow the prompts.
2. Please allow 2-4 days for bill payments to be processed. Just schedule your payment for the day that you would have mailed your cheque. You can pay your bills without leaving home for less than the price of a stamp.
3. When paying bills through MemberDirect be sure to keep a record of the amount paid, the date and time of the payment, and the confirmation number. This will make it much easier to trace or verify your payment with your monthly statement.
4. If you make two payments to a bill on the same day for exactly the same amount, one payment may be returned as a duplicate. For example, if you pay a $150 MasterCard bill by taking $75 from chequing and $75 from savings one of the payments may be returned. To avoid this problem, just make the two payments for slightly different amounts (even if the difference is just one or two cents).
5. Similar to inter-member transfers, bill payments cannot bereversed by MSCU. If you make an error on a bill payment, it is your responsibility to settle any disagreements directly with the payee.
External Links
1. If you click on “Ethical Funds” or “MasterCard” a new site will open allowing you to access information about your Ethical Funds investments or yourMasterCard statements.
2. These features both require separate registration as outlined on their sites.
3. Please note that you will need to have information from your MasterCard and Ethical Funds statements in order to register on those sites.
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