FAQs2020-04-02T20:12:02-06:00


















What is MemberPass?2020-01-29T23:06:18-07:00

MemberPassTM is a digital credential held by credit union members that protects credit unions and their members from identity theft and fraud in all banking interactions, from call center authentication to lending to new account opening. MemberPassTM is a simple, secure replacement for user IDs and passwords, and supplants the traditional knowledge-based interrogation contact centers employ today to authenticate members calling for telephone banking services.  MemberPassTM seamlessly authenticates both, the member and the credit union to each other, in any call-in, log-in or walk-in exchange, providing a consistent, frictionless experience across all channels. 

Who can own a MemberPass?2020-01-29T23:05:47-07:00

MemberPassTM can be owned by individuals, small businesses or any organization of any form that has a membership with an issuing credit union. 

Where can I use my MemberPass?2020-01-29T23:05:27-07:00

Currently you can use MemberPassTM at any participating credit union any time you interact with your credit union whether you log in online to access your accounts, visit a branch or call into the call center.   

In the future, you will be able to use your MemberPassTM for things outside of the credit union, like an employer or government.

Where is my MemberPass stored?2020-01-29T23:05:05-07:00

In most cases your MemberPassTM will be securely stored in a separate digital credential wallet/app on your smart device called Connect.me.  Some credit unions, however, may integrate this digital credential wallet function into their own mobile banking app.

Is it required that I have a smart phone to use MemberPass?2020-01-29T23:04:26-07:00

Yes.  MemberPassTM leverages the security features of the smart phone to protect your digital credential within the digital credential wallet that resides on the phone.  Since the wallet is also secured with biometric access, your credentials remain secure should your phone ever be lost or stolen.  In addition to the smart phone, your MemberPassTM can also be installed on other smart devices, such as an iPad.  If you have your MemberPassTM installed on multiple devices, you’ll simply select the device from which your identity will be verified in any given engagement with your credit union. 

Can I backup my MemberPass?2020-01-29T23:04:01-07:00

You can back up your MemberPassTM from the settings menu of the Connect.Me application. We recommend that you do this whenever you update your information. MemberPassTM creates a securely encrypted file of your information and your activity. You can choose to save this in your favorite location such as: 

  • OneDrive 
  • iCloud 
  • Dropbox 
  • Google Drive 

You should keep this file safe in case you need to restore your MemberPassTM in the future. Remember to take regular backups.

Where is my personal information stored?2020-01-29T23:03:32-07:00

Your MemberPassTM data is encrypted and stored in a secure location on your mobile device. It is not stored in a central database that could be hacked or otherwise accessed by others – it is always with you, on your device. And because your biometrics are used to unlock your MemberPassTM on your device, only you can access and use your data. 

Who has access to my personal data?2020-01-29T23:03:04-07:00

Only you have access to your MemberPassTM data. MemberPassTM allows you to: 

  • Manage who you share your identity with 
  • Ensure you are sharing your identity with the intended recipient (i.e., you are sharing with your credit union versus a bad actor imitating your credit union) 
  • Store your digital credential on your secure device and never in a central database subject to compromise 

MemberPassTM puts you in control. You are the only one in control of your identity information and share it only when giving your permission. And only the intended recipient can access information from your MemberPassTM.

What happens if I lose my phone?2020-01-29T23:02:19-07:00

If you lose your phone, your personal information in MemberPassTM remains encrypted and protected. Many phone handsets come with a remote erase function. We recommend that you follow your device manufacturer’s instructions to do this. Search for “Remote erase [handset] lost phone”. You should also report it lost to your carrier / mobile network provider and your credit union. 

However, since MemberPassTM is stored securely on your phone and requires your biometrics to access and share your credential, anyone else who intercepts your phone will not be able to steal your MemberPassTM credential. 

If you have backed up your MemberPassTM, you will be able to restore it during the set-up of MemberPassTM from your new device.  If you didn’t back up your MemberPassTM, you can notify your credit union to unenroll your MemberPassTM and issue a new one.

What happens if I get a new phone?2020-01-29T23:01:31-07:00

You can transfer your MemberPassTM to a new phone by using the backup and restore process. Before handing back your old phone, take a backup. On your new phone, follow the restore process. 

Your personal information in your MemberPassTM wallet on your old phone remains encrypted and protected. Once you’ve completed the restore to your new phone, you will no longer be able to access MemberPassTM on your old device. 

As a general good practice, we recommend restoring your old phone to factory settings to remove all your information, such as contacts, messages and emails.

What if I want to delete my MemberPass?2020-01-29T23:01:01-07:00

You can delete your MemberPassTM by contacting your credit union or by following these three simple steps. 

  1. Click on the Connection you want to delete in the Connect.Me app 
  2. Click on the 3 vertical dot icon in the upper right corner 
  3. Select Delete Connection 

When you delete your MemberPassTM, all your personal information will be permanently removed from your device and you will no longer be able to use your MemberPassTM. 

If you chose to delete your MemberPassTMyour backup file will no longer work in the restore process. If you want to move your MemberPassTM to another phone, follow the instructions in “What if I get a new phone?”. 

I’m interested in signing up, where can I get a MemberPass?2020-01-29T23:00:25-07:00

MemberPassTM has completed a number of pilots and can only be obtained a few credit unions currently.  More credit unions will be offering MemberPassTM to their members soon!  Please check back in the future for news about MemberPassTM launching in your area.  Not a credit union member and interested in learning more about the credit union difference, visit www.asmarterchoice.org to learn more! 

Is MemberPass a new company?2020-01-29T22:59:52-07:00

MemberPassTM is a digital credential solution developed and owned by credit unions; specifically, MemberPassTM is offered from a Credit Union Service Organization (CUSO) called CULedger, on behalf of your credit union.  The solution is built upon globally accepted standards designed to protect consumer privacy in all electronic exchanges.  



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