Frequently Asked Questions

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The more that you know, the better we can serve you.

We take pride in offering a broad range of accounts, and easy to use digital banking services. We don’t expect anyone to be an immediate expert on everything we have to offer. But if you take a few minutes to skim these FAQs, we think you'll find information that will help you manage your money, save yourself time, and use our services more efficiently.

It's easy to find exactly what you're looking for

Just locate the topic that interests you, click the link, and you'll find user-friendly information that gives you a better understanding of why we do things and how you can get things done.

Alerts

Log into digital banking and go to the 'Card Services' tab, and then go to 'Card Management', and go to 'Card Details'. Or click/tap the image of the card, and go to 'Alerts'.

Log into digital banking and go to the 'Account Services' tab, and then go to 'Manage Alerts', and go to 'New Alert'.

Log into digital banking and go to 'Card Services', and then go to 'Card Management', and go to 'Card Details'. Or, click/tap the image of the card, and go to 'Alerts'.

Log into digital banking, and go to 'Pay Bills', and then go to 'US Bill Pay', and go to 'My Account' to view alerts within the notification box.

Log into digital banking and go to 'Account Services', and then go to 'Manage Alerts', and go to 'New Alert'.

Branch Services

The daily ATM cash withdrawal limit is $500.  For Point of Sale (POS) purchases where a PIN is required, the daily limit is $1,000.  For POS purchases that do not require a PIN, the daily limit is $3,000.  There is a limit of 25 Visa purchase transactions per day.   

Since our branch hours vary, select the appropriate branch under the "Locations" section of this website.

Members may obtain 1 free Official Check per day.  Any additional Official Checks are $5.00 each.

Members may cash in coins at any one of our branch locations.

To submit a wire, complete the Bank to Bank Wire Request Form, on the "Forms" section of this website.  Incoming wires to your Andrews Federal account are $15, outgoing domestic wires are $25 and outgoing international wires are $35.

Yes, through the CO-OP Shared Branch Network, Andrews Federal members will be able to complete some of the same transactions as if you were at an Andrews Federal branch. To find a Shared Branch near you and to confirm the services that are available, visit the Branches & ATMs page.

Yes, at our Maryland branch locations only.

Yes, through the CO-OP Shared Branch Network, Andrews Federal members will be able to complete some of the same transactions as if they were at an Andrews Federal branch. Guest members from other credit unions may access their accounts at our military base locations only. We have suspended service for non-Andrews credit union members at all other branch locations.

Credit Cards

Log into digital banking and go to 'Card Services', and then go to 'Card Management', and go to Enable/Disable Card.  

A variety of factors impact your credit score including the number and severity of late payments, your total number of credit accounts and loans, the type and age of your accounts, the amount of credit you have utilized on your cards, total debt, the number of new credit accounts that you have recently opened, and the number of recent credit inquiries(applying for credit cards and loans). 

Open the Wallet App, click on "Add Card", scan your card and follow the onscreen instructions.

Log into digital banking and go to 'Card Service', and then go to 'Card Management', and go to 'Card Details'. Or, click/tap the card image, then go to 'Report Lost or Stolen'.

To redeem your reward points, log into digital banking and go to 'Card Service', and go to 'Card Rewards'.

You may access the "Visa Automated Payment" Form under the "Learn" section of the home page, then click on "Resources", and then "Forms". The form can returned to your payroll office or the agency that handles payments.

Log into digital banking and go to 'Card Services', and then go to 'Card Management', and go to 'Card Details'. Or, click/tap the image of the card, and go to 'Alerts'.

You may submit a new loan application at anytime to request an increase.

Yes, you may use your credit card internationally.

Yes. To place a travel notification on your account, log into digital banking go to 'Card Service', and then go to 'Card Management', and go to 'Card Details' OR go to 'Travel Notifications'.

Yes, we offer secured credit cards.  We freeze funds equal to the desired balance.  The money is still yours but is security for the credit line.

Credit Reporting

A variety of factors impact your credit score including the number and severity of late payments, your total number of credit accounts and loans, the type and age of your accounts, the amount of credit you have utilized on your cards, total debt, the number of new credit accounts that you have recently opened, and the number of recent credit inquiries(applying for credit cards and loans). 

Log into digital banking, select 'Account Services' and click/tap FICO Score.

We have loan options for members with limited or no credit history including Share and Certificate Secured Loans, a Share and Certificate secured Visa and the Cash to Go loan.

The FICO Score (based on Equifax data) is posted in Online Banking and is updated on a quarterly basis. 

Debit Card

Log into digital banking and go to the 'Card Services' tab, and then go to 'Card Management', and go to 'Card Details'. Or click/tap the image of the card, and go to 'Alerts'.

To place a freeze on your debit card, log into digital banking and go to 'Card Services', and then go to 'Card Management', and go to Enable/Disable Card. 

If you did not receive the services that you expected and paid for, or if the amount that is charged differs from your expectation, contact us at 800.487.5500 and our team will help you with filing a dispute claim. 

Open the Wallet App, click on "Add Card", scan your card and follow the onscreen instructions.

To order a replacement card, log into digital banking, and then go to 'Card Service', and go to 'Card Management', and go to 'Card Details' OR click/tap the card, and go 'Report Lost or Stolen'.

You can change your Debit Card PIN number by calling 866-985-2273 and answering a series of authentication questions. Visit a branch location, or call our Contact Center at 800-487-5500, to have your PIN sent in the mail;  this typically takes about 7-10 business days.  

No, but we offer a variety of surcharge-free options. Just click on "Branches and ATMs" under the "Access" section on the home page.

Deposit Services

Log into digital banking, and go to the 'Account Services' menu, and then go to 'Re-Order Checks'.

Yes, Regulation D (Reg D) is a federal regulation that limits transactions from Savings and/or Money Market accounts to 6 electronic transactions per month. 

Yes, complete the "Authorization for Direct Deposit to Andrews Federal Credit Union" form located in the "Learn" section of this website and return it to your employer or to the agency responsible for your payments.

If the check is drawn from an Andrews Federal account, the funds will be available on the first business day after we receive your deposit. If the check is a personal check from an outside institution, the first $200.00 will be available on or before the first business day after we receive the deposit. The remainder (up to $5,000) will be available no later than the 2nd business day after the day we receive your deposit, and the remaining funds over $5,000 will be available no later than the 7th business day after the day we receive your deposit. For more detailed information, please review our Funds Availability policy in the "Learn" section of this website.

Yes, you may have a Free Checking Account and an Advantage Checking Account, however the option to have 2 of the same type of checking account (e.g., 2 Free Checking accounts) is not available. 

You should call our Contact Center at 800-487-5500 or visit your local branch to place a stop payment on the series of checks. It is strongly advised that you work with a representative to close the account and open a new one. 

Log into digital banking, and go to 'Account Services', and then select 'Stop Payment'.

You may visit any of our branch locations to complete the necessary paperwork. You may visit our IRA page under the "Savings" section of this website for an IRA beneficiary form

As a general rule, you want to start the process where the IRA fund will end up. This ensures there is an IRA to deposit the funds you send. Speak to a representative at 800 487-5500 about opening an IRA account. 

Loan Services

If you see a transaction on your account that you do not recognize and did not authorize, contact us at 800.487.5500 and our team will help you with filing a fraud claim. 

Yes, similar to the way that FDIC insurance protects bank customers' deposits, the NCUA (National Credit Union Administration) protects credit union member deposits up to $250,000 for each individual depositor. For additional information about NCUA's share insurance, visit mycreditunion.gov

If you purchased GAP from your dealership, you should contact them directly to file your claim. If you purchased from us or RateGenius.com, we will file the claim on your behalf. To do so we will need documentation from your insurance provider including the market valuation report, the total loss settlement statement, settlement check, cause of loss letter (if purchase from us) and the police report if applicable. This info can be faxed to 301-702-5323 or emailed to Lservicing@andrewsfcu.org. Make sure that you have a valid email address on file with us so that our communications can be received.

We have loan options for members with limited or no credit history including Share and Certificate Secured Loans, a Share and Certificate secured Visa and the Cash to Go loan.

We allow 10 days for the payoff funds to clear before mailing your title release documents to the mailing address on file. This should be kept with your title to show that there is no longer a lien against it.

You should call our Contact Center at 800-487-5500 to make an escrow payment.

You may make a single loan payment up to $2,500. If you need to make a larger payment, we suggest making multiple payments, not exceeding the total loan amount. If your mortgage payment is more than $2,500, you will need to make multiple payments.

No, you are welcome to pay your loan off early at any time without penalty.

You can apply for a loan online by selecting the "Apply for a Loan" option which is listed at a "Common Task" under the "Borrow" section of this website.

You can pay any type of loan. However, the loan must not be past due by 45 days, or more.

There are no fees when making a payment online. However, payments made over the phone are subject to a $14.95 processing fee.

Anyone with a Loan or Visa with Andrews Federal can create a login and password. You may also choose not to create a login or password. Instead, you may make a one time payment; the system will not store your information.

A confirmation email will be sent when you make a loan payment online. 

Andrews Federal will call you if your payment was returned. Returned payments are subject to Non-Sufficient Fund Fees/ACH. Please see Account Fee's for more information.  

Credit Cards are not accepted. Loan payments must be made using your checking account information from a financial institution. However, you may make a payment with your Debit Card. To pay with a Debit Card, please call 800-487-5500. 

You may make a loan payment up to 30 days in advance. 

You may pay any amount, up to the maximum of $2,500 per transaction.

No. Loans cannot be paid in advance. A payment is required to be made on your loan(s) each month, as stated in your loan closing documents.   

Log into digital banking and go to 'Loan Services', then go to 'Make a Loan Payment', and choose the frequency of the payment and start date.

Your username is your email address. If you forget your email address, you can re-register, but your payment information will not display any previous payment information. You will have to set your account back up.

Yes, you can only make a total of four (4) online loan payment transactions. 

You do not have the ability to cancel your own transactions through the payment system. For same day, or postdated payments, you may contact us for assistance. Or respond to your confirmation email and we can cancel the payment for you (must email before 5:00 PM EST, or call before 7:00 PM EST).

We do not encourage you to use the online loan payment system to pay off your loan. Please contact us to get your exact payoff amount to avoid any shortage in payment. 

Membership/General

Our routing number is 255074111.

Yes, Privilege Pay is our overdraft program that is offered at our discretion and allows you to withdraw more than your account balance for a short period of time in order to cover unexpected emergencies. In essence, we advance you the money you need to pay for the items by allowing your account balance to go temporarily negative.  We charge you a $32.00 fee for each item cleared in this manner, although there is a cap to how much your account will be charged in Privilege Pay fees ($224.00/day and $750/month). We also offer an Overdraft Line of Credit, which is a loan product that is linked to your checking account and will automatically transfer available funds to cover any insufficient funds items that are presented for payment.  Each such transfer to your checking is an advance against your Line of Credit and increases your loan balance.  While there are no fees for the transfers themselves, you will pay interest on any outstanding Line of Credit balances.  If you pay off the Line of Credit balance on the same day that it is advanced, you will not be charged any interest.

You will need two forms of state-issued identification, including one primary form such as a state-issued ID, Passport, and/or Military ID. The second form of identification can be a Social Security card, Student ID, Birth Certificate, Permanent Resident Card, Auto Insurance Card, and/or a Credit Card. If your state-issued identification does not have your current physical address, you will need to show proof of current address with another form of identification, such as current utility bill or current bank or mortgage statement.

We award ten $2,000 college scholarships and ten $500 Summer Camp Awards annually. Applications for these programs are typically accepted in the first quarter of each year.

We exchange foreign currency at our overseas locations.

You may visit any of our branches, along with proof of name change. Such as marriage certificate, SSN card, or government issued document. You may also send a secure message through digital banking and a representative will review and follow up with you shortly.

As proud partners of various financial readiness and literacy campaigns, we are aware of the life changes for our members living overseas. The Armed Forces Financial Guide, developed by military financial education experts, offers strategies and tips we believe will help you succeed.

GET THE GUIDE

Online Banking

Click here to learn more about enrolling.

Click here to reset your username. Click here to reset your password. 

Click on the Login box from the Home Page and select Online Banking from the drop down.

Log into digital banking and select 'Account Services', then tap/click 'View Statements'.

Log into digital banking, and go to 'Move Money', then go to 'Other Member'. 

Yes, we do. We offer Euro Bill Pay via our digital banking platform. The cost is just .50 per transaction or $2 for in-branch transactions.

You can pay any type of loan. However, the loan must not be past due by 45 days, or more.

To update your address, phone or email address, log into digital banking go to 'Settings', and then go to 'Manage Contact Info'.

Anyone with a Loan or Visa with Andrews Federal can create a login and password. You may also choose not to create a login or password. Instead, you may make a one time payment; the system will not store your information.

Credit Cards are not accepted. Loan payments must be made using your checking account information from a financial institution. However, you may make a payment with your Debit Card. To pay with a Debit Card, please call 800-487-5500. 

You may visit any of our branches, along with proof of name change. Such as marriage certificate, SSN card, or government issued document. You may also send a secure message through digital banking and a representative will review and follow up with you shortly.

Your username is your email address. If you forget your email address, you can re-register, but your payment information will not display any previous payment information. You will have to set your account back up.

Payments

Log into digital banking and go to the 'Loan Services' menu, then go to 'Make a Loan Payment' and choose the frequency of the payment and start date. 

You may access the "Visa Automated Payment" Form under the "Learn" section of the home page, then click on "Resources", and then "Forms". The form can returned to your payroll office or the agency that handles payments.

In digital banking and go to 'Move Money', then select 'Pay-A-Person'. 

Log into digital banking, and go to 'Pay Bills', and then go to 'US Bill Pay', and go to 'My Account' to view alerts within the notification box.

You should call our Contact Center at 800-487-5500 to make an escrow payment.

You may make a single loan payment up to $2,500. If you need to make a larger payment, we suggest making multiple payments, not exceeding the total loan amount. If your mortgage payment is more than $2,500, you will need to make multiple payments.

A confirmation email will be sent when you make a loan payment online. 

Andrews Federal will call you if your payment was returned. Returned payments are subject to Non-Sufficient Fund Fees/ACH. Please see Account Fee's for more information.  

Credit Cards are not accepted. Loan payments must be made using your checking account information from a financial institution. However, you may make a payment with your Debit Card. To pay with a Debit Card, please call 800-487-5500. 

You may make a loan payment up to 30 days in advance. 

You may pay any amount, up to the maximum of $2,500 per transaction.

No. Loans cannot be paid in advance. A payment is required to be made on your loan(s) each month, as stated in your loan closing documents.   

Log into digital banking and go to 'Loan Services', then go to 'Make a Loan Payment', and choose the frequency of the payment and start date.

Your username is your email address. If you forget your email address, you can re-register, but your payment information will not display any previous payment information. You will have to set your account back up.

Yes, you can only make a total of four (4) online loan payment transactions. 

You do not have the ability to cancel your own transactions through the payment system. For same day, or postdated payments, you may contact us for assistance. Or respond to your confirmation email and we can cancel the payment for you (must email before 5:00 PM EST, or call before 7:00 PM EST).

Privacy Center

The GDPR is a new set of rules that aims to give people in the European Union (EU), including those assigned to military bases in the EU, more information about and control over their Personal Data and how it is used and processed by businesses serving the EU. The rules focuses on your Personal Data and maintaining its confidentiality, integrity and accuracy.

The GDPR became effective May 25, 2018.

The GDPR affects any person—referred to as a “Data Subject”—that is physically in the European Union (EU). It also affects businesses such as Andrews Federal Credit Union, that collect or process the Personal Data of any Data Subject. Data Subjects may also include citizens or residents of non-EU countries such as the United States—for example, if a U.S. citizen is temporarily living in the EU.

As it relates to Andrews Federal Credit Union, “Personal Data” means any information relating to an individual member, potential member, former member, joint account holder, beneficiary and, in limited circumstances, non-members. Personal Data includes but is not limited to your name, address, identification number (such as Social Security Number) and account number.


The GDPR also extends the definition of Personal Data to any information that could lead someone to identify an individual—for example, an IP address, which could determine your location. It also includes sensitive Personal Data such as genetic data and biometric data, all of which could be further used to uniquely identify an individual.

In terms of your relationship with Andrews Federal Credit Union, you will need to opt in to communications from us and confirm how you want to be contacted. If you want to continue being notified of the credit union’s promotions, you will need to opt in to receive those communications. In general, business emails cannot be sent to a European Union member who has not opted in. Visitors to our website will also have the option to consent to, or block Andrews Federal from using cookies to track their activity.

The Personal Data that we collect and process from or on you will vary based on the Andrews Federal services you choose to use. Personal Data is only collected and used when it is relevant to providing those products or services. Andrews Federal does not collect Personal Data that is not related to the financial services we provide you.

Examples of Personal Data we may collect include your name, address, date of birth, government identification number, contact information (phone number and email), signature, security questions and answers, current debt and income information, credit history and banking history, and transactional behavior information.

The Personal Data that we collect is used to identify you and maintain your account securely. We share this data with vetted third-party vendors only when it is necessary for our everyday business purposes to serve you, such as when issuing a new debit card, offering online banking services or processing account statements. Additionally, through the cookies on our website, Andrews Federal uses your unique information to enhance your browsing experience and to refine our marketing both to you and others like you.

We understand that the privacy of your Personal Data is very important to you, and Andrews FCU is, and has always been, fully committed to protecting and using the Personal Data of all individuals lawfully, fairly, transparently and securely. Andrews FCU has implemented appropriate technical measures to ensure a high level of information and data security. We also continually invest in testing and updating our security technology and processes to maintain a high level of security. Finally, independent auditors and examiners annually review Andrews Federal Credit Union's information security practices, further ensuring this high level of security.

Seminars

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Andrews Federal members received over $19 Million in direct member benefits through lower fees, lower loan rates and higher deposit yields.