Mobile App Frequently Asked Questions

1. How do I download the Mobile App? Expand/Collapse

-I have an iPhone, iPad or iPod touch:

  1. Open the Apple App Store on your iPhone (iPod touch or iPad) and search for ‘Synergy CU Mobile App’.
  2. Verify the author of the app is Synergy Credit Union. You can check this by scrolling to the bottom of the info screen and checking the company information.
  3. Review the information and click on the ‘Free’ icon at the top.
  4. When the icon changes to ‘Install’, click on it again.
  5. When prompted, enter your App Store user ID and password.
  6. The app will download and install onto your device.

-I have an Android device:

  1. Open the Play Store™ on your Android device and search for ‘Synergy CU Mobile App’.
  2. Review the information.
  3. Tap 'Install'.
  4. Review permissions and tap 'Accept'.
  5. The app will download and install.
  6. Tap 'Open' to start using the app.

    2. Will the Mobile App work with all smartphones? Expand/Collapse

    Our mobile app works with:

    • iPhone®, iPad® and iPod® Touch devices with operating system version 10.0 and up
    • Android™ devices with operating system version 6 and higher

    Synergy Credit Union does not have a Mobile App for Blackberry devices. With new Blackberry devices, ones using the Android operating system, you can install and use the Synergy CU Mobile App. You can continue to bank on the go on any smartphone with an Internet browser using our mobile site.

    3. How do I set up Touch ID? Expand/Collapse

    When you launch the app for the first time on a compatible iPhone or iPad, you will be shown a pop-up that shows you Touch ID is now available. The feature can be setup by going to 'Settings' on the home screen or the hamburger menu of the Synergy CU Mobile App.

    1. Select the 'Settings'.
    2. Select 'Touch ID'.
    3. Read and accept the terms and conditions*.
    4. Enable Touch Login.
    *If you delete the app or need to have your PAC reset, you will need to accept the agreement again.

    4. What is QuickView? Expand/Collapse

    The QuickView feature automatically displays the balances of all of your accounts at any time the app is open. You do not need to login first. No other information can be accessed without you entering your Personal Access Code (PAC) for your security.

    The default setting of the QuickView feature for the Synergy CU Mobile App is 'ON'. At any time, you can deactivate QuickView by logging into the App, pressing 'Settings'; at the bottom of the screen, 'Preferences', and selecting 'OFF' beside QuickView.

    You can also deactivate QuickView by logging into MemberDirect® Online banking, clicking on 'Account Services', 'Mobile App', and then clicking 'Remove' beside the device.

    For additional security, we recommend you keep your device password protected

    5. Will the Mobile App work if I have a shared
    or joint account? Expand/Collapse

    Yes, the Mobile App will work normally if you have a shared or joint account.

    6. How do I change a category for a transaction? Expand/Collapse

    1. Open the ‘Spending’ icon on the main screen.
    2. Select the arrow on the right in the ‘Spending Summary’.
    3. Select a category.
    4. Select a transaction.
    5. Tap the 'arrow' beside the category
    6. Select the new category.
    7. Tap ‘Save’.

    7. How do I rename a category? Expand/Collapse

    1. Open the ‘Spending’ icon on the main screen.
    2. Select the arrow on the right in the ‘Spending Summary’.
    3. Select a category.
    4. Select a transaction.
    5. Scroll to the bottom of the page.
    6. Select ‘Manage Categories’.
    7. Tap the ‘pencil’ icon to rename a category.
    8. Rename your category.
    9. Tap ‘Save’.

    8. How do I change the budget for a category? Expand/Collapse

    1. Open the ‘Spending’ icon on the main screen.
    2. Select the arrow on the right in the ‘Budgets Summary’.
    3. Select the budget you wish to change.
    4. Tap on the amount in the Set Budget.
    5. Change the amount.
    6. Select ‘Save’.

    9. Can I add a category/subcategory? Expand/Collapse

    The PFM feature comes with a number of default categories. Any of these categories can be renamed to better suit your budgeting/spending analysis.
    Adding a new subcategory can be done on the full online banking website, but not in the Mobile App at this time.

    10. If my phone is lost or stolen, will my information
    be at risk? Expand/Collapse

    We understand the thought of losing your phone is very frightening. You can rest assured, your account can only be accessed by entering your Personal Access Code (PAC). For additional security, we recommend you keep your device password protected.
     
    If you have the QuickView feature activated, your account balances will also be visible. At any time, you can deactivate QuickView by logging into MemberDirect® Online banking, clicking on ‘Account Services’, ‘Mobile App’, and then click ‘Remove’.

    If your phone is lost or stolen, you should contact your mobile carrier right away to deactivate it. You may also change your PAC in online banking, mobile banking, or by contacting us.

    If you have iCloud from Apple, you may have other options to clear the data on your device. Contact Apple for more details.

    11. I don't see my security question when login anymore.
    Is something wrong? Expand/Collapse

    We understand your concern and want you to know your financial and personal information is extremely important to us. Because you can download the app directly from the iTunes or the Google Play Store, the authenticity of the application has been verified by Apple or Google. Since you don't need to worry about the authenticity of the app, we only ask the personal access security question once to make your experience quicker and easier. You will still be asked your Personal Access Code (PAC) every time you log into the Banking App.

    12. Why won’t the app turn to landscape mode
    on my phone? Expand/Collapse

    At this time, landscape mode is available only on tablets and iPads.

    13. I downloaded the app and it worked for a while.
    Now every time I open the app, all I see is a blank
    screen. What’s wrong? Expand/Collapse

    When the app fails to establish an online connection, the screen isn't able to load into the main page. If you “close” the app screen by pressing the 'home' button and then launch it again, the app will still load with a blank screen. You must shutdown the Synergy CU Mobile App completely instead of just exiting out.

    Steps to take so the blank screen no longer appears:

    -To shut down an app on an iPhone (iPad or iPod touch):

    • Double-tap the home button to show a list of active apps.
    • Swipe up on the app screenshot image to shut down the app.

    -To shut down an app on an Android device:

    • Double-tap the home button to show a list of active apps.
    • Depending on your device:
         a) swipe up on the app to remove it, or 
         b) press and hold the app until you are prompted to ‘remove from list’.

    You should now be able to open the Synergy CU Mobile App and it should load properly.

    If you are having issues loading the Mobile App, please ensure the software on your device is up to date.

    14. How do I remove the app from my device? Expand/Collapse

    If you’ve installed an app on your phone or tablet you no longer want, you can uninstall it by following these steps:

    -For iPhone, iPad, or iPod touch users:

    1. Tap and hold your finger down on the app you would like to remove.
    2. Touch the 'x' on the upper-right corner of the icon and the app will be deleted from your device.
    3. Click on the Home button to stop the icons on the screen from shaking.

    -For Android Users:

    1. Visit your device's Settings menu > Apps or Application manager (this may differ depending on your device).
    2. Touch the app you’d like to uninstall.
    3. Tap “Uninstall”.
    ®MEMBERDIRECT & Design are registered trade-marks owned by Credit Union Central of Canada, used under license.
    ®iPhone, iPod touch, and iPad are trademarks of Apple Inc. registered in the United States and other countries.
    ™Google Play and Android are trademarks of Google Inc., used under license.
     

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