Search FAQ's

Account Changes

  • How do I update my address?

    Online Bankers: Click the ‘Settings’ tab and choose ‘Address Change’.

    Non-Online Bankers: We require a signature to complete any portion of an address change. You can visit a branch to complete this or send the notified form to Ascent Credit Union, 4140 Harrison Blvd, Ogden, UT 84403.

  • What do I do when I don’t recognize a charge on my account and how do I dispute a transaction?

    Fraud dispute: If you see transactions on your account that you did not authorize or recognize, you need to complete these steps:

    • Contact Ascent Credit Union immediately at 801-399-9728 and request a block on your card
    • Fill out the Notification of Fraudulent Transaction ( 1 per transaction)
    • Depending on the circumstances, a written statement detailing the events and a police report may be required


    Unauthorized transaction Dispute:

    You’ll need to file a dispute directly with the merchant for any of these reasons:

    • You did not receive the merchandise or services you requested
    • You cancelled or returned merchandise or services you requested
    • Merchandise was not as described or was defective
    • You were not charged correctly

    For further assistance, please call us at 801-399-9728

  • How do I get a copy of my statement?

    Your statement is available through your online account if you are enrolled in E-statements. You can also request a copy of your statements by visiting a local branch a fee of $2 per statement applies.

  • When and where can I access tax forms?

    Your tax forms are available through your online account if you are enrolled in E-statements. You can also request a copy of your tax forms by visiting a local branch. If you are enrolled in E-statements, you will have access a couple of days before your mailed copy arrives. You should receive mailed copies by early February.

  • How can I get my account number?

    Your account number is located on your statements and on the bottom of your check (the second set of numbers). You can also contact us for your account information. For security purposes, you will be asked to verify several things before we can release your account number to you.

  • How do I add/remove joint owners from my account?

    You can add or remove joint account holders by visiting a local branch and completing the Account Change form. All joints on the account must sign to add or remove other joints.

    You can complete the paperwork at home and send in the mail or through your online account. If completed at home, all signatures must be notarized.

Applying for Loans

  • How do I start the pre-approval process for an auto loan?

    Loan applications can be started at any branch location, over the phone, or by applying online. You don’t have to be a member with us to start the application process. The process to apply is seamless and takes less than 10 minutes.

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  • How do I apply?

    Loan applications can be made in person at any branch location, online, and over the phone.

    You can apply in as little as 10 minutes and a loan officer will contact you once we have received your application.

  • Do you offer business loans?

    Our business loans can help you turn your entrepreneurial dream into a reality. And we’re with you every step of the way, with a full package of business solutions to fit your needs.

    Currently, we offer loans for 1-4 unit rental properties; multifamily (5+) rental properties; owner occupied office, retail, industrial; and non owner occupied office, retail, and industrial properties.

    To speak with our Business Services Advisor about starting your business, call 801-399-9728

  • Do you offer loans to help re-establish credit?

    Loans have individual qualifications and we have options depending on your credit situation. Applying is fast, easy and free and our loan staff will work with you to look for opportunities to get your loan request approved.

  • What is the process to apply?

    The application process includes gathering pertinent information, underwriting, informing you of your offer, signing, and funding.

    Please be prepared to provide proof of income, proof or residency, and in some cases proof of insurability, this will ensure your application gets processed in a timely manner. Other documentation required may include a photo ID, your social security card, or tax returns (self-employed). We strive to have your loan approved as quickly as possible so please make sure the necessary information is available promptly.

  • How do I check the status of my application?

    You can check the status of your loan by calling 801-399-9728 locally, 888-978-9728 toll-free, or visit a local branch.


  • Is a cosigner required?

    If you don’t qualify on your own, adding a co-signer may help your application. We’ll let you know if a co-signer will help you in your situation.

Loan Payments

  • How can I make my loan payment at ACU?

    You can come into the branch and pay with cash, check, or we can process cash advance off of your other cards. Our Help Center can take a Debit Card payment over the phone with a $5 fee per transaction. Create an online transfer from ACU acctount or through External Transfer. ACH payment is also available if you want us to automatically draft another financial institution. We require a form request and a copy of a voided check or copy of account statement to confirm account ownership.

  • How do I get loan payoff information?

    You can find out your loan payoff amount by visiting a branch, contacting us, or logging into your account via online banking. Once logged in, click on the loan and find the “Details” icon, the payoff information is for the present day.

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  • When I schedule an automatic loan payment, when will my account be debited for the payment?

    The funds need to be available in your designated account on the due date. The system will attempt to debit from the account at the beginning of the business day on that date.

    If the funds aren’t available in the account on the date the system attempts to debit, you will need to transfer the necessary additional funds into your account. Call us at 801-399-9728 or make a transfer through Online Banking.

Depositing/Moving/Wiring Funds

  • If I make a check deposit, when will my funds be available?

    In branch: $200 will be available by the next business day. Otherwise, most checks are available within 2 business days.

    ACU ATM: The deposits are reviewed daily Monday through Friday. Generally speaking all or part of the funds are available by the end of business day if the deposit was made before 4 PM.

    non-ACU ATM: Funds will be available after 7 days. To have the funds released earlier, call the Help Center at 801-866-9728 to have the check reviewed.

    Mobile Deposit: The first $500 is available immediately after the check has been processed. If the image is received before 4:00 MST, it is considered for same day processing. Otherwise, it will be in the next day. Funds deposited using mobile deposit will generally be made available in three business days from the day of deposit.

    ACU reserves the right to shorten or extend holds based on factors such as the length and extent of your relationship with us, transaction and experience information, and such other factors that ACU, in its sole discretion, deems relevant.

  • What are my options to ACH funds to another financial insitution?

    We can setup an automatic transfer to another financial institution with a voided check and a signed form. This can only happen on the 5th, 10th, 15th, 20th, 25th, of the month. It costs $20 to setup and the name on the destination account must be the same as the origination account. In other words, you cannot do an ACH to deposit money into your brother’s account once a month, it must go to an account that you personally own.

  • I'm sending funds to my brother. What's my best option?

    If you are transferring to a friend or family member’s account (at another financial institution), especially on a recurring basis, using our E Pay or Send Money features will work best.

    If you are transferring to a friend or family member’s account (here at ACU), especially on a recurring basis, M2M Transfer or setting up a transfer in branch (that isn’t an ACH transfer) will work best.

  • What do I need if I need to send a wire?

    Wire requests submitted after 1:00 PM MT will be processed the following day. Keep in mind that there is a $20 fee to send a domestic wire and a $45 fee to send an international wire. Please be ready to provide wiring instructions.

Online and Mobile

  • How do I access online banking?

    Before using the ACU online banking services, you must register your account by accessing the ACU home page and clicking on “Enroll Now.” Once this step is completed successfully, you will be able to access your account via online or mobile app.

  • What is a secure access code?

    A secure access Codes is a six digit number that is delivered to you via e-mail, phone call by an automated attendant or SMS text (if ACU does not have your current mobile number, you cannot receive this code by text). This process takes the place of challenge questions and personal security images.

    This secure code is a step to verify that the person requesting access to the account is the owner of the account. The code must be used within 15 minutes of receiving it and each time you access e-Branch via a new computer or mobile device, an access code will be required.

  • Should register my device?

    Choosing ‘Register Device’ authorizes ACU to store a security certificate on your computer which will speed up the verification process in the future by eliminating the need to use a Secure Access Code on each login. Don’t register the device if you are using a public computer. If you delete the security certificate or “cookie” that we’ve stored on your computer, or if you request logins from a computer or device that has not been registered, you will need to repeat the Secure Access Code process in the future.

  • What is required to use Mobile Deposit?

    Accounts that have been open for 90 days or more are eligible to request access to Mobile Deposit and you must first register for Mobile Deposit in the app.

  • What are the processing times for Mobile Deposit?

    Mobile deposits are processed twice a day – once at 10:30 AM MT and again at 4:30 PM MT.

  • What are the Mobile Deposit amount limitations?

    The current daily limit is $2,000 per business day. The current monthly limit is $10,000 per statement cycle. This also a limit of 10 per statement cycle. More than 10 deposited checks incurs a $2 fee per deposited check.

  • What should I do if I get a "duplicate submission" message when using Mobile Deposit?

    Verify that you have not already submitted the check. If you have not, exit the app, log in again, and attempt to make the deposit.

  • When will my funds be available through Mobile Deposit?

    The first $500 is available immediately after the check has been processed. If the image is received before 4:00 MST, it is considered for same day processing. Otherwise, it will be in the next day. Funds deposited using mobile deposit will generally be made available in three business days from the day of deposit. ACU may make such funds available sooner based on length and extent of your relationship with us, transaction and experience history, and other factors at ACU’s sole discretion.

VISA & Debit Cards

  • I lost my debit card; how do I order a replacement?

    Please call us at 801-399-9728 locally, 888-978-9728 toll-free, Monday-Friday, 9 am – 6 pm or Saturday from 9 am to 1 pm MT and a Help Center Representative will be happy to help you. You can also stop by any branch during regular business hours for instant issue cards. Instant issue cards are for the person requesting only, joints cannot request for other joints.

  • I plan on going out of the country. What do I need to do?

    You can call us at 801-399-9728, submit request via online banking or visit your local branch. We will need your travel dates for each destination, states/countries you will be visiting, and a contact phone number.

    Be sure to take our debit card fraud monitoring service direct phone number on your travels in case your card doesn’t work. You may call 24/7.

    During business hours 888-978-9728
    After business hours 800-237-8990

  • How is interest calculated on purchases on credit cards?​

    Interest is calculated by multiplying the Daily Periodic Rate, the number of billing days, and the Average Daily Balance. The Daily Periodic Rate is the Annual Percentage Rate (APR) divided by the number of days in the year. The Average Daily Balance is calculated by adding the daily balances of the entire billing cycle and dividing by the number of days in the billing cycle.

  • Why is the APR on the monthly statement be different than what is listed on the card agreement?

    The statement APR can be larger than the card agreement APR because the statement APR includes any transaction and late fees. When one or both of these apply to the credit card, the APR will be calculated to reflect these finance charges.

  • What interest and fees are associated with cash advances?

    All credit cards will be assessed a transaction fee for every cash advance. The transaction fee is the greater of 1.5% of the cash advance or $3.00. In addition to the transaction fee, interest begins accruing the same day the cash advance is taken.

  • What is the late fee if the statement balance is not paid by the due date?

    A late fee of up to $25 is posted posted to your account if minimum payment has not been received by close of day on the 26th of the month. If the 25th falls on a weekend, members are given an extra day.

  • What is the deadline to avoid being charged interest on purchases?

    Members should pay their statement balance by the 25th of the month in order to avoid finance charges. If members fail to completely pay off the statement balance by close of business on the 25th, their account will be assessed interest on the next monthly statement.

    If members pay the statement balance before close of business on the 26th but after the 25th, they would avoid the late fee but will still be assessed interest on the next statement.

  • How much is the minimum payment?

    The minimum payment includes three numbers: the greater of 2% of the balance or $25.00, any amount of prior minimum payments not made, and any amount above the credit limit.

    Most often, the minimum payment will simply be the greater of 2% of the balance or $25.00.

  • When should the minimum payment be made?

    Minimum payments must be made in the first 25 days of the billing cycle. Any first or additional payments made between the 25th and the end of the billing cycle do not eliminate the penalty of late fees. For example, an additional payment made on the 27th does not count towards the next month’s minimum payment. Instead, the minimum payment must be made between the 1st and the 25th.

  • I just paid off my credit card. Why does it say I still owe money?

    The initial balance you saw was the interest calculated at the end of the previous month. Interest also accrues from the beginning of the month to when you pay it off. This is call cutoff interest. It is the interest that will be accrued at the end of the month when a statement balance has been carried over from past months or cash advance interest for the current month. This interest won’t normally appear on the account until the end of the month.

  • Can I payoff my credit card completely in online banking?

    Yes. It takes two transfers. Interest and balance can be viewed in Account details, but when making the necessary transfer, online banking requires the payment to be completed in two separate transactions.

  • Can I pay off cash advances before I pay off purchases?

    The normal order of payment is 1) unpaid purchase interest, 2) unpaid cash advance interest, 3) purchase principle, and 4) cash advance principle. To pay cash advances off first, call our Help Center or visit a branch for assistance.

  • How long do I have to dispute a statement error?

    You have 60 days from the billing date to dispute a statement error.

  • I got a $50 fee on my Go2 credit card. What is that about?

    Go2 cards have an annual fee of $50. It is waived when members have a total monthly direct deposit of $250. You were assessed this fee because within the last 12 months there was at least one month that did not meet the required $250 minimum direct deposit.

  • How can I increase my credit card limit?

    Please submit a credit application via online banking, send a request through Messages wtihin Online Banking, calling the Loan Department at 801-399-9728, or visiting your local branch.


Home / Auto / Life / AD&D Insurance

  • What is TruStage and why am I receiving mail from them?

    Our insurance products and programs are made available through TruStage Insurance Agency. These services are underwritten by CMFG Life Insurance Company amongst other leading insurance companies. In an effort to offer a variety of coverage at affordable rates, we authorized TruStage to offer their products to our members. Ascent Credit Union values your privacy and along with TruStage, we hold a strong commitment to protect member information. Feel confident in knowing that TruStage has significant resources to manage and protect member data. If you wish to be removed from future mailings, please contact the TruStage Insurance Program Support Team at 800-428-3932, extension 4632007. Please note: It is not possible to suppress a name from a mailing that is already in progress. Due to processing and printing time, it takes approximately two months for suppressions to affect mailings.

  • Where can I learn more about TruStage?

    You can visit their website at TruStage.com or call the toll-free number 1-88-TRUSTAGE 888-787-8243. The phone representatives will discuss your life situation and recommend plans that will help you accomplish your goals. They’ll suggest some appropriate TruStage Insurance products, but the choice to buy is completely yours. No pressure – just information to help you make an informed decision.

Contact Information

Call Us Locally

For urgent matters. Hours / M-F: 9-6 / S: 9-1

Call Us Toll Free

For out-of-towners. Hours / M-F: 9-6 / S: 9-1

After Hours

For off hours questions and help. For security purposes, do not include account numbers.


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