Membership & Deposit Accounts FAQs

(Still not finding the answers you need? Our team is available to help out!)

Q. How do I find an account number for one of my deposit or loan accounts?

A. The easiest way to get an account number is to log into Digital Banking. Click on the desired individual account under the Accounts tab and look for the eye icon next to the truncated account number. Click on the icon to display the full account number. During business hours, you may also reach out to the Contact Center by phone (800) 337-3328, text (214) 291-1982, website chat (Iva) or video chat.

Q. I need my member (membership) number, not an individual account number. How can I get that?

A. Your member number should be treated confidentially because it is tied to all of your individual accounts. As such, we recommend that you memorize it rather than write it down where prying eyes may also find it. However, should you ever need it, you can reach out to the Contact Center during business hours by phone (800) 337-3328, text (214) 291-1982, website chat (Iva) or video chat for assistance. Please be prepared to verify your identity.

Q. How do I add or change the joint owner for one or more of my accounts?

A. To add or change a joint owner on your account, you’ll need to reach out to our Contact Center via phone, chat or video chat or visit one of our branches during business hours. We highly recommend that you make an appointment for any branch visits to minimize any wait times when you arrive.

Q. What’s the process I should follow to move my checking account to ITCU?

A. There are details and nuances unique to each situation but in general: Open the new account; make a list of all automatic payments and deposits tied to the old account and begin working through the process of moving them or tying them to the new account; transfer remaining funds from the old account to the new account; monitor the old account for a period of time (a month or longer may be needed) to ensure all automatic payments and deposits have been accounted for; close the old account. BONUS TIP: We make moving electronic payroll and other direct deposits to us easy. Just look for "Direct Deposit" under "Tools" in the Digital Banking app and follow the prompts. It's fast, too!

Q. I think my member account was hacked. What do I do?

A. To start, we recommend changing your Digital Banking ID and password. These options can be found under the “Login” box found on our homepage. If you have a debit and/or credit card, consider suspending their use by logging into Digital Banking and using the card controls under My Cards and turning them “off” until the extent of the hack is known. Finally, reach out to the Contact Center by phone or chat right away so we can look further into the situation to determine if any further steps are needed.

Q. Can I deposit a check electronically? Are there limits or restrictions?

A. InTouch offers remote deposit capture via Digital Banking and a compatible mobile device. Your device must have our mobile app (download from the appropriate app store) loaded and you must be enrolled in Digital Banking beforehand. Open the mobile app, click on "Deposit Check" and follow the prompts. The app will let you know if it encounters any problems during the deposit process. Please note that an improper or missing endorsement may prevent your deposit from being accepted.

(Note: not all of the deposited balance may not be available immediately. Reach out to the Contact Center during business hours if you have any questions.)

Q. What about depositing a foreign check at ITCU?

A. ITCU will accept foreign check deposits; however, to deposit a foreign check, you'll need to visit an ITCU branch and speak with one of our personal financial assistants. (Please note that it can take up to 4 weeks, or longer, for a foreign check to be processed by the Federal Reserve. There will also be a fee of up to $100, depending on the foreign institution.)

Q. How do I get or find year-end tax information and/or forms for dividends (interest) I received on my accounts?

A. You will only be mailed a 1099 tax form if you earned $10 or more in a deposit account. These are usually mailed by the end of January each year. If you have not received a form by then let us know. You can visit a branch or reach out to the Contact Center via chat, video chat or phone.

If you’re not sure you’ve earned at least $10 in a particular account, you can also log into Digital Banking, hover over "Accounts" at the top of the screen and then choose (click on) the particular account you wish to check. Click on Tax Information and this will show you current- and prior-year interest earned on deposit accounts and interest paid on loans.

Q. Are there limits on how much I can withdraw from an ATM with my debit card?

A. There are limits on how much cash may be withdrawn from ATMs during a 24-hour period. Besides limits set by InTouch, the machine being used may also have a different limit than what ITCU allows. Keep in mind that limits are cumulative, across all machines. Once a limit is reached, no further withdrawals are allowed.

Q. Why was my debit card transaction declined or why was it not accepted?

A. Debit card transactions may be declined for a number of reasons, including but not limited to: insufficient available funds in the account to pay the transaction; a hold or freeze of account funds, network connectivity issues between the merchant or electronic wallet (e.g., Apple® or Google Pay™) and InTouch, a damaged card, or a lost/stolen card status. Also, if you used the "My Cards" option in Digital Banking to toggle the card off for card use, double check that it is turned back on again.

Q. Does ITCU have any youth account options for my child/teenager?

A. There are three distinct youth/young adult account options for our youngest members. Chip's Kids (for members up to 12 years of age), Geared Up! (for members up to 17 years of age) and On My Own (for our members between ages 18 and 24). These accounts provide the perfect introduction to financial awareness and can be learned about here.

Membership & Deposit Accounts FAQs