Frequently-Asked Questions : Contacting USUCU

Sending a secure message to USUCU

The messaging feature allows you to communicate securely with USUCU. You can send a message to USUCU’s Member Support directly in the Online Branch. When we reply, the message will stay protected inside the Online Branch until you have a chance to read it.

To send a secure message to USUCU, follow these steps:

  1. Within the Online Branch, click on the “Accounts” tab at the top of the screen.
  2. Click on the “Messages” link located in the menu on the left hand side of the screen.
  3. Click the “Send Us a Secure Message” link.
  4. On the screen that appears, you will see your name (pre-filled), the topic (General), subject, and summary.
  5. Type the subject of your email in the “Subject” field. The subject should describe your question generally (i.e. “Question about one of my transactions”).
  6. Type your message in the “Message” field. Please be as detailed as possible when asking your question or describing a problem. This will help us answer or resolve your problem in a timely manner.
  7. Click the “Send” button.

Your message will be sent. Please allow 24 to 48 hours for a response from Member Support.

To check for a response from member support, follow these steps:

  1. Click on the “Accounts” tab at the top of the screen.
  2. Click on the “Messages” link located in the menu on the left hand side of the screen.
  3. Click the “View All Messages” link.

If there is a response, the message will appear in the list of messages.

To read a message from member support, follow these steps:

  1. Follow the steps to check for a response from member support (above).
  2. In the list of messages, click on the blue envelope icon to the left of the message you would like to read.
  3. The message will appear on the screen to read.
  4. When you are finished reading the message, choose from one of these three options:
    - Click on the “Reply” button to reply to the message.
    - Click on the “Cancel” button to keep the message and return to the list of messages.
    - Delete the message by clicking on the “Delete” button.

To search for a message, follow these steps:

  1. Click on the “Accounts” tab at the top of the screen.
  2. Click on the “Messages” link located in the menu on the left hand side of the screen.
  3. Locate the “Search Messages” area towards the top of the screen.
  4. Enter the word or phrase you would like to find in the “Search Messages” field.
  5. Press the “Search” button.

Any messages that match the word or phrase you entered will appear in the list.