Online - If you run into some troubles using Personal Access, check out our website. We have a FAQ and a Troubleshooting Guide that might help you solve the issue. This is a good place to start, especially during non-business hours.

Email – Send us an email to estaff@trustonefinancial.org and we will respond within 24 business hours. Please do not send any confidential information (account number, Soc. Sec. Number, credit card number) through your email. This type of communication is not encrypted, and might be hijacked while in transit.

Phone – We’re here to help! Please call us at 763.544.1517 or 800.862.1998, Monday - Friday: 8:00 AM - 6:00 PM and Saturday: 9:00 AM – 12:00 PM.

Having trouble? Here is our handy Troubleshooting Guide…

Hopefully your experience with Personal Access will be trouble-free, but sometimes that just isn't the case. We've posted a number of common questions and their answers for you.

Yes, Personal Access allows account downloads into personal financial management software programs such as Quicken, Money, or Excel.

With Personal Access, keeping your finances in order is easier than ever. Not only can you access your account information from anywhere in the world, but you can download your TruStone transactions into Quicken and Microsoft Money with just one click. TruStone offers Web Connect (Quicken) and Active Statement (Microsoft Money), a service that allows Personal Access to connect directly to your money management software.

How Do I Download my Transactions?

1. Just sign in to Personal Access
2. Click on Accounts
3. Choose the account you want to download
4. Click the Download Transactions button.
5. Select the type of personal finance management program you have (i.e. Money, Quicken)
6. Select the date range
7. All of your transactions are downloaded automatically to your computer. No more fussing with importing downloaded files - Personal Access does it all for you!

Cookies are a general mechanism which the internet server can use to both store and retrieve information on the member side of the connection. Personal Access uses cookies for one purpose. At the time you log-in to Personal Access, a cookie is sent to read the clock on your system. The cookie is then updated every time you move throughout the system and periodically as you use the system. If ten minutes have passed on your system with no activity, you are automatically logged off of Personal Access as a security precaution. Without the cookie, there would be no viable way to track the time passed without activity. This cookie is what makes our "timing out" security feature operate. Because it is a security issue, if the cookie is denied by your system at the time the Personal Access system attempts to send it or update it, Personal Access will not allow further access to the system.

If, when attempting to use Personal Access you get an error message that states "There has been a problem during transit. Your browser may not be supported. Please sign on again.", then your browser has cookies disabled. Using the options of your browser, allow it to accept cookies and you should have no further trouble.

As an additional security measure, Personal Access eliminates certain confidential information from your statement (such as account number, social security number and address) before transmitting statement copies from the TruStone computer system to your personal computer.

When a transaction such as a transfer is done through Personal Access, your member statement will place a "HB" notation at the end of the transaction to identify that the transaction was completed using Personal Access ("HB" stands for Home Banking). This is similar to the "VR" notation on your statement next to any transactions you completed using Telexpress ("VR" stands for Voice Response). It´s just meant to be a reminder of how you completed a transaction, which may be helpful when balancing your account.

Your PIN can be 4 to 10 digits in length, all numbers. Personal Access can't accept letters or symbols. We recommend using a PIN with at least 7 digits, making it much more difficult for someone to guess. As a reminder, because your PIN works for both Personal Access and Telexpress, when you change your PIN on one of the systems, you are changing it on the other system as well.

Click on the various buttons to get account information. Most screens in Personal Access have a help button to assist you with questions about using the system. Clicking this button will open a window explaining the screen that you are visiting. It will also guide you through completing transactions such as transfers or requesting a withdrawal from your account to be mailed to you.

If you have a question about Personal Access that doesn't seem to be answered in the help screens, please call us at 763.544.1517 or 800.862.1998. Or, email us at estaff@trustonefinancial.org.

Personal Access will be available almost 24 hours a day, every day. You might find the system unavailable from time to time when we perform month-end statement processing, system backups, and software upgrades.

The information available to you through Personal Access is the exact information stored on our computer system at the time you sign-on to Personal Access. The information you receive through Personal Access is the same account information you would receive if you inquired about your accounts in a branch.

Personal Access requires a correct account number and PIN to access confidential account information stored on the TruStone computer system. Unless you share your PIN with someone else, no one other than you will be able to access your account information through Personal Access. For security purposes, we recommend that you memorize your PIN and do not write it down. In addition, to enhance security over your account information we recommend that you periodically change your PIN.

If you think your PIN may have been compromised or you notice any unusual activity on your TruStone account, please call us at 763.544.1517 or 800.862.1998. You can also change your PIN online immediately using Personal Access or Telexpress. Keep all documents that include your account information in a secure place so that confidential information cannot be obtained by others. These documents include account statements, your ATM Personal Identification Number (PIN), and your Telexpress/Personal Access PIN.

TruStone has taken many steps to ensure that your financial transactions are secure when accessing them via Personal Access. The two most important security features of Personal Access are your PIN (personal identification number) and your SSL (secure sockets layer) enabled browser.

Telexpress PIN:
This PIN is known only to you. Without it, you cannot access your TruStone account through Personal Access or Telexpress. The same PIN works for both systems. If you change the PIN in one system (Personal Access) it is automatically changed for the other (Telexpress).

For your protection, TruStone recommends that you memorize your PIN and do not write it down. You should never give your PIN to anyone or let anyone see you enter your PIN when you are logging into Personal Access. In addition, we recommend that you periodically change and do not use easily identified PINs.

To enhance the security of your PIN, when you sign on to Personal Access, you will have only a limited number of times to input your PIN. If you exceed the limit, Personal Access will deny you entry into the system, even if you enter the PIN correctly after the limit was exceeded. If you accidentally become blocked from entering Personal Access or Telexpress, please call us at 763.544.1517 or 800.862.1998.

You can also change your PIN online immediately using Personal Access or Telexpress. Keep all documents that include your account information in a secure place so that confidential information cannot be obtained by others. These documents include ATM receipts, account statements, your ATM Personal Identification Number (PIN), and your Telexpress/Personal Access PIN.

SSL Enabled Browsers:

Your SSL enabled browser contains the necessary encryption algorithms to "scramble" the information that is transmitted between you and the TruStone computer system. This ensures the confidentiality of information you submit electronically. For this reason, we recommend that you use the most recent versions of Internet Explorer or Safari.

Other Security Features:
Personal Access also has some other features that enhance the security of the system. Any time that you perform a transaction involving a fee or transfer/withdrawal of funds, Personal Access will require you to enter your PIN a second time. This ensures that if you leave your computer unattended without signing off, no one else can perform these functions without knowing your PIN. However, we recommend that you always click the "Goodbye" button and sign off before leaving your computer. There is also a time-out feature on Personal Access. If there is no interaction between your computer and the Personal Access computer after 10 minutes, you will automatically be logged out of your account.

For security purposes, the Personal Access system requires that your web browser support Secure Sockets Layer (SSL). Browsers that are SSL-enabled contain the necessary encryption algorithms to "scramble" the information that is transmitted between you and the credit union computer system. This ensures the confidentiality of information you submit or receive electronically.

We recommend that you use the most currently available versions of browsers.

Absolutely none – TruStone’s Online Banking is completely free!

There's no special monthly or one-time charge for members to gain access to Personal Access Home Banking. There's no cost to look up account balances and histories, no cost to view (and print) past statements or get check copies, and no cost to make transfers, get direct deposit information, or get tax information.

In fact, there are two services you can complete via Personal Access and avoid paying the normal service fees:

1. Requesting a copy of a statement (normally $5.00 per statement when requested in person or via phone)
2. Requesting a copy of a check (normally $5.00 per history when requested in person or via phone) 

Personal Access Online Banking is an electronic service providing members free, 24-hour computer access to their accounts through the Internet. Personal Access provides account information similar to that currently offered through TruStone’s Telexpress, which provides members 24-hour access to their accounts through a touch-tone telephone.

With both Personal Access and Telexpress members can obtain account histories, make transfers and loan payments, and balance their checkbooks. Personal Access also allows members to view their statements, download transaction history into Quicken and Money, apply for a loan, open an account, view tax information, change address and phone number and more.