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FAQs

Get the answers you need to the frequently asked questions you have about Centra Credit Union, your accounts, or our products and services. Don’t see your question here? Contact us today.

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Account Information

Can I open an account online?

Yes! You can click here to open an account or click ‘Open an Account’ in digital banking under the ‘Account Services’ menu. You can also switch your direct deposit or automatic payments to your new Centra account using ClickSWITCH. Make sure the ClickSWITCH checkbox is selected under ‘Additional Services’ during account opening.

Where can I find my Centra Credit Union loan account number?

You can find your loan account number in digital banking, on your monthly loan statement, or by calling the Contact Center at 800-232-3642. If you received a coupon book for your loan, you can also find your loan account number there.

What is the difference between available balance and current balance on my account?

The current balance includes the total amount of money in your account at that particular time. If there are pending withdrawals or payments, the available balance is how much money will be left after the pending transactions are complete.

It’s best to plan your purchases or budget based on the available balance. If you make a purchase that exceeds your available balance, your account could overdraft when the pending transaction is applied to your account. If you use digital banking, you can view any pending transactions in your account transaction history.

When will my deposit be available?

The availability of your deposit can depend on factors such as how the deposit is made, the amount of the deposit, and your account history. Deposits made at an ATM, cash or check, could take at least 2 days to be available.

Any cash deposits made at a Centra location will be available immediately. The availability of check deposits at a Centra location will depend on many factors, and a Team Member at the branch can answer any questions you might have about your deposit.

If you’ve already made a deposit and your money isn’t available yet, the easiest way to know when your deposit will be available is by giving us a call at 800-232-3642, or visiting your nearest Centra location or an ITM.

How do I change the address, phone number, or email address on my account?

If you use digital banking, you can log in to update your information under ‘Settings.’ You’ll need access to the existing phone number to change the phone number on your account. If you don’t use digital banking or no longer have access to the phone number on your account, please give us a call at 800-232-3642 or visit your nearest Centra location to update your information.

What is the Centra Credit Union routing number?

Centra Credit Union’s routing number is 274972883.

Where can I find my Centra Credit Union checking or savings account number?

You can quickly find your account number in digital banking or on your recent statement or eStatement. If you’ve received checks for your checking account since June 2018, you can find your account number at the bottom. On the bottom of the check, you’ll see three sets of numbers listed. From left to right, the first nine numbers are the routing number, the second set of numbers is your account number, and the third set is the check number.

ATM & Branch Locations

Is there a limit to how much can I withdraw from an ATM?

The standard limit for ATM withdrawals is $500 per business day and can be done in one transaction or multiple transactions. The daily limit for Opportunity Accounts is $100. Withdrawal limits are per card.

Can I make a deposit through a Centra Credit Union ATM?

Yes, you can deposit checks and cash into certain ATMs. You can use our location finder to find an ATM near you. Not all ATMs can take deposits, so you can select ‘deposit-taking ATMs’ to filter your search. There’s a hold placed on these deposits until they can be verified, so if you need immediate access to your money, visit your nearest Centra location or connect with an Interactive Service Agent through an ITM.

What is the CO-OP Shared Branch/ATM Network?

Credit unions are cooperatives. Many credit unions like Centra work together through the CO-OP Network. This gives Members access to more than 30,000 free ATMs and more than 5,600 Shared Branches across the United States. These resources let Centra Members use the ATMs, visit the credit union locations, and do their banking nationwide, without getting hit with fees. The CO-OP Network is one of the largest in the United States and offers access to branch locations in all 50 states.

How can I find a certain Centra Credit Union branch, CO-OP Shared Branch, or ATM?

You can find a Centra location, Shared Branch, or ATM using our location finder. You can search by address, city, or zip code and filter your results by which types of branches or ATMs you want to find. You can also use the interactive map to zoom to a specific area. If you’re traveling, you can look for the CO-OP logo on ATMs and at Shared Branches.

Checking Accounts

What is a pre-authorization hold on my account?

When you use your debit card as “credit” without entering your PIN, the merchant sends us an amount for pre-authorization. The pre-authorization amount is usually the total cost of the purchase, and it “reserves” the money to cover the payment. Most holds are automatically removed when your purchase posts to your account, usually within one or two business days. PIN-based transactions post immediately and don’t require a pre-authorization hold. When a merchant sends us a pre-authorization, you may see this amount pending in digital banking. If the hold expires before the payment posts, you might see the pending transaction disappear before you see the transaction in your account history.

Does Centra Credit Union offer overdraft protection for checking accounts?

Overdraft protection is available for those who’d like to avoid returned or denied payments and transactions. Click here to learn about our overdraft protection options.

What’s an NSF charge, and why did I get one?

A non-sufficient funds (NSF) service charge is applied when there isn’t enough money in your account to cover a withdrawal or payment. To avoid NSF charges, check your balance regularly and track any checks you write. You can monitor your balance in digital banking. You can also review our overdraft protection options.

How do I place a stop payment on a check or pre-authorized payment?

Checks can be stopped in digital banking by selecting ‘Stop Payment’ under the ‘Account Services’ menu. You can also request a stop payment by calling the Contact Center at 800-232-3642 or by visiting your nearest Centra location. There’s a $15 service charge for each stop payment.

How do I order checks?

You can click here to reorder checks or select ‘Reorder Checks’ from the ‘Account Services’ menu in digital banking. If you haven’t ordered checks with us before or need to update your information, please visit your nearest Centra location or give us a call at 800-232-3642.

Credit Cards

What number should I call with questions about my credit card?

You can call 866-820-5852 for questions about your credit card.

How do I report a lost or stolen credit card?

You can report a lost or stolen credit card by calling 800-449-7728. Cards can also be temporarily blocked under ‘Card Management’ in digital banking.

How can I get more information about an unfamiliar charge on my credit card?

If you notice a credit card transaction that you don’t remember, you can call the phone number listed with the transaction to ask questions about the charge. If you suspect that the charge is fraudulent, please contact us to initiate a dispute against the charges.

How can I apply for a credit card?

You can fill out our credit card application online by clicking here or selecting ‘Apply for a Credit Card’ in digital banking.

How can I make a payment on my credit card?

The easiest way is selecting ‘Make a Credit Card Payment’ in digital banking to make a transfer from your checking or savings account. If you don’t use digital banking, you can make a payment at your nearest Centra location.

Debit Cards

How do I sign up for Mastercard ID Theft Protection?

You can click here to sign up for Mastercard ID Theft Protection. You can follow the steps for registration here.

How can I get a replacement for a broken or damaged debit card?

You can make an appointment at your nearest Centra location for an Instant Issue replacement card. You can also give us a call at 800-232-3642 to order a replacement for a broken or damaged debit card. Replacement cards ordered by phone are sent by mail and will be delivered in up to 10 business days after the order is processed.

How can I report a lost or stolen debit card?

You can call 844-698-7052 to report a lost or stolen debit card. You’ll need to answer a few security questions to verify your identity. You can also report a lost or stolen debit card in digital banking by choosing ‘Card Replacement’ in ‘Card Management’ under the ‘Account Services’ menu. You can also temporarily block your card in ‘Card Management.’

What if I notice unauthorized debit card transactions?

If you notice a debit card transaction that you don’t remember, you can call the phone number listed with the transaction to ask questions about the charge. If you suspect that the charge is fraudulent, please contact us to initiate a dispute against the charges.

What should I do if I’ve forgotten the Personal Identification Number (PIN) for my debit card?

If you’ve forgotten your PIN, please call 800-992-3808. You can also visit your nearest Centra location to reset your PIN.

How can I change my debit card’s Personal Identification Number (PIN)?

You can change your PIN by calling 800-992-3808. You’ll have to verify your identity by answering questions about your personal information prior to changing your PIN. You can also visit your nearest Centra location to change your PIN.

How do I activate my new debit card?

The front of your new card will have a white sticker with the phone number 800-992-3808 listed. To begin the activation of your card, call the number. You’ll need the last four digits of your Social Security Number to activate your debit card.

My debit card is about to expire. When will I get my new debit card?

Your debit card can be used until the end of the month of the expiration date. You should receive a new debit card before your card expires. Please make sure your address is up-to-date through digital banking so your card is delivered to the correct address. If it’s near the end of the month your card expires and you haven’t gotten a new card yet, please give us a call at 800-232-3642 to check the status of your replacement card.

Digital Banking

What should I do if I forgot my username or password for digital banking?

Use the ‘Forgot username?’ or ‘Forgot password?’ links on the login screen. If you need additional help, please give us a call at 800-232-3642.

What if I am locked out of my digital banking account?

You can call us at 800-232-3642 to have your password reset. We’ll give you a temporary password that is valid for 90 minutes. Once you log in with the temporary password, you’ll be prompted to set a password.

How do I sign up for BillPay in digital banking?

Select ‘BillPay | Zelle’ under the ‘Transfer & Pay’ menu in digital banking and follow the easy steps for registration.

How can I see a copy of a check in digital banking?

Select the account the check was written from and click on the magnifying glass in the upper right corner to search all transactions. You can search by entering the check information or click ‘Checks’ to see all check transactions. You can select the check to view more information, including the date posted and images of the check. To see a copy of a check you mobile deposited, click ‘Deposit Check’ in Centra Mobile and choose ‘Activity’ to see all your mobile deposits.

What are eStatements, and how do I sign up for them?

Every month (quarterly for Members with savings accounts only), we send you an account statement with your transactions and balance throughout the previous month. If you use digital banking, you can choose to receive your statement electronically. You can select ‘eStatements’ in ‘Account Services’ to sign up. Click ‘Statements” to view past statements.

How do I download and install the Centra Mobile app?

Apple users can Download on the App Store. Android users can Get it on Google Play.

How do I sign up for digital banking?

You can sign up for digital banking by selecting ‘Register’ from the ‘Log In’ dropdown at the top right of this page or on the log in screen in Centra Mobile.

Mobile Deposit

Are all checks eligible for mobile deposit?

No. The following types of checks aren’t eligible for mobile deposit:

  • Checks payable to you jointly with one or more other persons, unless deposited into an account in the name of all payees.
  • Checks that have been deposited at Centra or any other financial institution via mobile deposit or otherwise, including checks that have been returned unpaid.
  • Checks drawn on a financial institution located outside the United States or not in United States currency.
  • Insurance claim checks, money orders (Postal and Money Gram), traveler’s checks, and credit card cash advance checks.
What do I do if a check failed to deposit?

If your mobile deposit was rejected, please check the ‘Rejected Reason’ on your email notification. Please resolve the issue and try again. If your mobile deposit fails after multiple attempts, bring the check to your nearest Centra location for help.

Can a deposit be canceled once it’s submitted through digital banking?

No. Once a deposit is submitted, it will begin going through the deposit process.

How do I know if my mobile deposit was accepted?

You can click ‘Deposit Check’ in the Centra Mobile app to review your ‘Activity.’ You’ll also receive email receipts when your deposit is received, approved, or rejected.

When does the money from a mobile deposit become available?

Mobile deposits are processed Monday through Friday, excluding holidays. Deposits submitted after 5:00pm ET or on non-business days will be processed the next business day. For more information, refer to the ‘Your Availability to Withdraw Funds’ section of your account’s terms and conditions.

Is there a transaction or daily limit?

Each check is deposited individually and requires its own photo. There’s no limit to the number of deposits you can make per day. However, a daily aggregate deposit limit of $3,000 applies.

Mortgage Loans

I have a question about my active mortgage with Centra. Who should I call?

You can reach Mortgage Servicing at 800-232-3642, ext. 0334.

Where can I find my Centra Credit Union mortgage account number?

You can find your mortgage account number in your account details in digital banking, on your loan documents, on your mortgage statement, or by contacting Mortgage Servicing at 800-232-3642, ext. 0334.

If I make a mortgage payment today, when will it be applied to my account?

If your mortgage payment is submitted between 8:00am and 5:00pm Monday through Friday (excluding holidays), it will be applied the same day. If your payment is made outside of these hours or on a holiday, it will be applied on the next business day.

Can my mortgage payment automatically be drafted from my checking or savings account?

You can set up recurring payments from your Centra and non-Centra accounts in digital banking by selecting ‘Transfer & Pay’ and adjusting the scheduling options. If you’d like to set up recurring ACH payments, give Mortgage Servicing a call at 800-232-3642, ext. 0334, and a Centra Team Member can email, fax, or mail the form to you.

How can I make a payment on my Centra Credit Union mortgage loan?

You have several ways to make your loan payments. Simply sign into digital banking and manage payments under the ‘Transfer & Pay’ menu. You can also set up recurring payments from your Centra and non-Centra accounts in digital banking. If you’d like to set up recurring ACH payments, contact Mortgage Servicing at 800-232-3642, ext. 0334, and they can email, fax, or mail the form to you. You can also mail your payment into Centra Credit Union, PO Box 789, Columbus, IN 47202 or visit any of our locations.

Can I receive my mortgage statement electronically rather than by mail?

At this time, mortgage statements are only available by mail. Centra Credit Union works with a third party to send these statements.

Is there a charge to apply for a mortgage online?

No, it’s free to apply for pre-qualification. Applying for a mortgage is a lot easier with the help of a Mortgage Loan Consultant (MLC). After you apply for pre-qualification, an MLC will reach out to you to discuss your mortgage options.

Other Loans

Can I apply for a loan online?

Yes! Click here and select the type of loan you’re interested. You can also apply for a loan in digital banking.

When would a late payment affect my credit report?

Late payments will be reported once they are 30 days past due.

What is Centra’s late fee?

The standard late payment service charge is $17.00 and is issued after the 15-day grace period if the payment hasn’t been made. If your loan is set up for weekly or biweekly payments, the standard late fee is $5.00.

Is there a grace period on my loan?

Yes, there’s a 15-day grace period on personal and auto loans. The grace period lets you delay your payment past your due date without getting a late payment charge. If a payment hasn’t been made within 15 days after the due date, a late payment service charge will be applied.

Where can I find loan payoff information?

At this time, all loan payoffs need to be initiated by calling the Contact Center at 800-232-3642 or by visiting a local branch.

Is there a way to stop an automatic loan payment if I don’t have the money in my account to cover it?

To have a stop payment placed on an automatic loan payment, please call us at 800-232-3642.

How do I set up automatic payments for my loan?

You can set up recurring payments from your Centra and non-Centra accounts in digital banking by selecting ‘Transfer & Pay’ and adjusting the scheduling options. If you’d like to set up recurring ACH payments from another institution, please give us a call at 800-232-3642.

What’s the easiest way to make a payment on my Centra loan?

The best way to make your loan payment is through Centra’s digital banking. Conveniently make your payment from any account (at Centra or other institutions) on any device, with no extra charge. Learn more about loan payments here.

Security

Is my money safe with Centra?

We want to assure you that as one of the top 200 safest credit unions, we have your back! Not only is Centra a financially strong credit union, but we’re also federally insured by the National Credit Union Administration. The National Credit Union Administration (NCUA) is an independent agency of the United States government that regulates, charters, and supervises federal credit unions. Click here to learn more.

What do I do if I received an unsolicited or suspicious email claiming to be from Centra Credit Union?

Never respond to or click on any links in a suspicious or unsolicited email. You can call us at 800-232-3642 to report a suspicious email. Click here to learn more about avoiding scams.

What should I do if I think someone has gained unauthorized access to my digital banking?

Change your username and password right away using the links in the digital banking login at the top of the screen. You can also call 800-232-3642 for assistance. Click here to learn more about what you can do if you suspect you’re a victim of fraud.

What do I do if I received a suspicious phone call or text claiming to be from Centra Credit Union?

If you ever question the validity of a call or text from someone who says they are a Centra representative, hang up or do not respond to the texts, then call us at 800-232-3642. We will never call you to request your personal information. Click here to learn more. For more ways to stay protected from fraudsters, you can visit our Fraud Awareness page.

What should I do if I think someone has stolen my identity?

If you think someone has stolen your identity, please give us a call at 800-232-3642 or make an appointment to visit your nearest Centra location at your earliest convenience. Click here to learn more about what you can do if you suspect you’re a victim of fraud.