Frequently Asked Questions
If you receive an error message, encounter technical problems, or have issues with the Nudge Money platform, don't hesitate to contact the credit union for assistance. We will collect some information from you, have our Nudge Money Support Team examine the issue, and provide suggestions for a resolution. We will need the following information to submit a support ticket:
- Member name
- Device used (desktop, laptop, tablet, phone)
- Device operating system (Apple, Windows)
- Screenshot of error/issue
Without this information, we may be unable to accurately address the issue.
No, the Nudge Money platform is not a certified financial advisor. Nudge Money is a digital tool that provides a customizable, integrated platform for managing and understanding your financial situation and goals.
Most of the time, when your digital banking 2-Factor Authentication code is not being received, there are some common issues that could be preventing the code(s) from being received. This includes the wrong phone number attempting to be used and the phone number being blocked by your phone provider. Below are some general troubleshooting tactics that may allow the 2-Factor Authentication code to be received.
- Please confirm that the phone number you are trying to use matches the information we have on file for you at the credit union.
- Attempt to receive the code a different way. If you're trying to get a voice call (regular telephone call) and it's not coming through, try using text message (or vice versa). While it may not be your preferred method, this does allow the credit union and our digital banking partner to troubleshoot any digital banking 2-Factor Authentication issues better if we know what methods are or are not successful.
- Contact your phone provider to see if your provider is blocking one of the two numbers below. The credit union cannot contact individual carriers to provide phone numbers or information to block or unblock, as our members may have different communication preferences. Our digital banking provider is continually working with major phone carriers to prevent issues like this from happening; however, because preferences vary from person to person and carrier to carrier, there is a limit to the influence our digital banking provider has.
- 1-844-574-8089
- 1-417-275-9008
- If trying to receive the 2-Factor Authentication codes via text, text "UNSTOP" to 855-818-5985
If you are still not receiving a 2-Factor Authentication code, contact the credit union for additional assistance. One of our member service representatives will ask for the following information so we can best assist you, which may include opening a case with our digital banking provider's technical team:
- Last time 2FA was successful/last successful login to digital banking
- Device being used (landline/cell phone)
- Method being used (call/text)
- Have we confirmed if the opposite method works? What was the result?
- Phone number they want to use
- Phone provider
- Has the phone provider been contacted and asked to ensure the digital banking numbers are not blocked?
Remember, digital banking 2-Factor Authentication codes can only be received via voice call (regular telephone call) or text message. They will never be sent via email.
No, the Nudge Money platform is free for our members. You will not incur a fee for using the Nudge Money platform. We want all of our members to have access to easy-to-use, informational, and up-to-date resources to help you make the most of your accounts and financial goals.
No, logging out of the Nudge Money platform will NOT log you out of your digital banking; however, you may be prompted to log back into your digital banking, depending on if your session has timed out due to inactivity.
If your wallet has been lost or stolen, take the following actions:
- Call the three major credit reporting agencies (Equifax: 1-800-525-6285, Experian: 1-888-397-3742 and Trans Union: 1-800-680-7289) and ask them to immediately place a Fraud Alert on your name and Social Security number. The alert means any company that checks your credit knows your information was stolen and they have to contact you by phone to authorize new credit.
- Notify the SSN national fraud hotline at 1-800-269-0271.
- Cancel your credit cards.
- File a police report the same day, if at all possible, in the jurisdiction where your wallet was stolen.
For any accounts specific to TN Members 1st FCU:
- Contact the credit union and a Member Service Representative will be happy to assist you with options that best fit your situation. Sometimes, we can simply get you a new card, other times, it's best to close the compromised account and open a new account. As of February 2024, both of our branch locations are equipped to print contactless cards available to members in a matter of minutes.
- Log in to your digital banking and click ‘Support’ on the left-hand navigation menu for customer service and fraud support phone numbers. If you don’t have digital banking, please contact the credit union.
Pay By Mail
Payments can be mailed to the address below:
Tennessee Members 1st FCU
PO Box 6828
Oak Ridge, TN 37831
Pay By Phone
Loan payments can be made over the phone by calling 865-482-4343.
From a TN Members 1st FCU Account
For a Bill/Payment Outside of TN Members 1st
You can set up payments directly from your Tennessee Members 1st FCU account using the Bill Pay feature in Digital Banking. Payments set up through Bill Pay can be one-time or recurring. Once logged in to your Digital Banking, click Bill Pay in the top navigation for specific Bill Pay information, FAQs, and to set up your payment(s).
For a TN Members 1st Loan Payment
You can transfer from your TN Members 1st account to a TN Members 1st Loan using the Transfer feature in Digital Banking. Transfers set up through digital banking can be one-time or recurring. Once logged in to your Home Banking, click ‘Transfers’ in the main navigation to set up specific transfers.
From a non-TN Members 1st FCU Account
You can make a one-time or recurring payment using a debit card or electronically using your account and routing numbers (which can be found on the bottom of your checks) with our Online Payment Portal.
We have partnered with one of the nation’s most trusted names in Identity Theft Protection to provide our members with a comprehensive Identity Theft Research, Remediation and Recovery Service. Members automatically receive basic coverage of Fully Managed Recovery Services; however, opportunities for additional coverage are available. As a member of TN Members 1st, your fully Managed Identity Theft Recovery Services cover all types of identity fraud, even if it is not related to your accounts with us! This could include credit or debit card fraud; tax, employment, benefits, or medical fraud; government documents; and any other identity fraud recognized by the Federal Trade Commission. If you suspect identity theft for any reason, know there is a professional standing by to analyze your unique situation, develop a plan of action, and work with you one-on-one to restore your identity to pre-theft status. Visit your local branch, send us a digital banking message, or give us a call at 865-482-4343 to let us know if you suspect identity theft.
If you feel you have been a victim of identity theft you can also contact the FTC’s Identity Theft Hotline toll-free at 1-877-IDTHEFT (438-4338); by mail: Identity Theft Clearinghouse, Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580; or online.
- Tap the slideout menu, and then select Settings.
- On the Profile screen, select the pencil next to the end-user profile image.
- Choose to use an existing photo or, if applicable, use the device's camera to take a new photo.
- On the Move and scale screen, adjust the photo placement within the frame as desired.
- Select Done.
TN Members 1st FCU has two physical branch locations, one in Oak Ridge and one in Knoxville. Our Drive Thru and lobby hours vary by day and branch location. The best way to find the most up-to-date credit union location and hours information is by visiting mymembersfirst.org/contact or clicking 'Locations' at the top of any screen.
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