Compass Frequently Asked Questions

Whether you’re new to Compass or a regular user, you may have a few quick questions occasionally. Choose a category below to get answers fast.

Question topics


General questions

  1. What is Compass?

    Compass is a personal financial management service that combines, organizes and tracks all of your financial information. With it you can track expenses, create budgets, set goals and plan for the future. Compass helps you get a clear picture of your finances by combining all your financial information in one place.
  2. Who can use Compass?

    Compass is a complimentary service offered to LGFCU members. You must be a member of LGFCU in order to use Compass. If you would like to find out if you are eligible to become a member, please call a Compass representative at 877.870.3030.
  3. Does SECU offer Compass?

    No. Compass is an exclusive offering by LGFCU for our members.
  4. Are there any fees?

    No. Compass is a complimentary service offered to LGFCU members.
  5. Is Compass secure?

    Yes. Using Compass is very safe. We, and our partners use the latest technology to ensure your accounts are safe and secure. All data is transmitted over SSL with a VeriSign Class 3 Extended Validation SSL Certificate.
  6. Can I use my Member Connect login?

    No. Compass is a separate service that is not accessible in Member Connect and requires a unique email address and password to log in.
  7. Can I use it to make transfers or pay bills?

    The desktop version of Compass allows you to view any financial accounts added to it but does not allow transactions between those accounts. Transfers and bill paying functions can only be done in Member Connect which is accessible through the Compass app.
  8. How does Compass get my account information?

    Compass connects to LGFCU and other institutions through secure connections by using your user ID and password for each institution to collect your financial data.
  9. Can I export data from Compass?

    Yes. In the desktop version, you can export from the Transactions tool by selecting the "Export Transactions to CSV" download icon from the menu. This feature is not available in the mobile app.
  10. How do I contact someone with additional questions?

    You can call a Compass representative between 8:30 a.m. to 5:30 p.m., Monday through Friday at 877.870.3030 or email compass@lgfcu.org.

Setting up

  1. How do I enroll in Compass?

    You need to sign-up for Compass through the lgfcu.org website.
  2. Why does Compass require an active email address?

    Compass uses your email address as your unique user ID to verify your account during sign-up, to send alerts and for occasional communications from LGFCU.
  3. Why do you need the last four digits of my Social Security Number (SSN) or Tax Identification Number (TIN)?

    To ensure that Compass remains available exclusively to our members, LGFCU will use the last four digits of your SSN or TIN only to verify your membership with the Credit Union. This personal information will not be used for any other purposes. Please see our privacy policy for more information.
  4. Do I already need to have online accounts before using Compass?

    Yes, you need to set up online accounts with any financial institution you want to access using Compass. The system imports data from your online accounts. To make adding accounts easier, have your login information ready so Compass can start working for you right away.
  5. How long does it take to sign up for Compass?

    The sign-up process takes just a few minutes. Once completed, you can add your accounts over time. Compass saves your information so when you log back in, you can pick up where you left off!
  6. Can I change my login email or account details?

    Yes. You can change your Compass login email address, as well as all other account information, using the “Update Account” link.
  7. Does Compass have account alerts?

    Yes. You can set up either Simple or Detailed Notification alerts to let you know if you have a large deposit, large purchase, low balance, fee charge, or have exceeded a budget. Notifications can be sent by email, SMS or both. When setting up Detailed alerts, once you select a category, alerts will be sent for all accounts within that category. Unselect the accounts for which you do not wish to receive alerts.

Two-factor authentication

  1. What is two-factor authentication?

    Two-factor authentication verifies your identity through two separate methods of contact. This type of authentication protects your account even if someone learns your email and password.
  2. Will my phone number be used for anything else?

    No. We will not use your phone number for any purpose other than to transmit a code to you when you attempt to access your accounts on Compass. Please see our privacy policy for more information.
  3. How will two-factor authentication work within Compass?

    To start, you'll sign in to Compass using your username and password as you typically do. You’ll be prompted to enter a phone number so you can receive an SMS code to your mobile phone, or a voice-transmitted code to your landline (or mobile phone if you prefer), confirming that you’ve requested access to your account. Data and text messaging fees may apply. Check with your service provider. If the login request to your account was initiated by you, enter the code as prompted on the two-factor authentication verification page. The code you receive from Compass will be valid for only three minutes.
  4. Can you change your phone number for two-factor authentication?

    Yes. To change your phone number for two-factor authentication, please email compass@lgfcu.org or call us at 877.870.3030.

Forgot password / passcode

  1. What if I forget my password?

    Select “Forgot Password.” Enter your email address and we'll send you an email with a secure link to change it.
  2. What if I forget the Compass app lock code on my mobile device?

    For security purposes neither LGFCU nor MX can reset your four-digit device security code. If you have locked your device and cannot retrieve the code, you will need to delete the Compass app and reinstall it from the App Store. Your financial data will be saved with your account and will not need to be reentered.

MX

  1. Who is MX?

    LGFCU has partnered with MX Technologies Inc., a leading software provider to financial institutions, to bring Compass to you.
  2. I received a notification email from MX. Is this legitimate?

    Yes. LGFCU has partnered with MX to bring you Compass. Some email notifications from Compass may originate from MX.

Support

  1. What if I need help?

    In the Compass desktop version, select the Help "?" icon located in the menu. Select the topic you need help with or the “Request Support” button to send a message to our online support team.
    When using the Compass app, select “Help & Legal” located in the drop-down menu. Then use “Contact Support” to send a message to the online support team.
    You can also speak to a Compass representative between 8:30 a.m. to 5:30 p.m., Monday through Friday at 877.870.3030.
  2. How long will it take to get an answer to my question?

    The online support team tries to respond to every inquiry as quickly as possible, typically within a few hours. However, responses may take up to 24 hours if you are contacting us outside of regular 8:30 a.m. to 5:30 p.m. business hours.
  3. How do I cancel my Compass account?

    To cancel your Compass account, you must call a Compass representative between 8:30 a.m. to 5:30 p.m., Monday through Friday at 877.870.3030. Upon authentication and confirmation of your request, your Compass account will be cancelled and cannot be retrieved.

Compass is powered by MX Technologies, Inc. Depending on your wireless service provider, you may sometimes experience delays in receiving alerts. Data and text messaging fees may apply; please check with your service provider. LGFCU does not charge for Compass text alert service.

Notification alerts sent may not be delivered if your phone is not in range of a transmission site, or if sufficient network capacity is not available at a particular time. Even within a coverage area, factors beyond the control of the Credit Union and/or your wireless carrier may interfere with message delivery, including your mobile device equipment, terrain, proximity to buildings, foliage and weather. While we will make efforts to initiate all alerts in a timely manner, we cannot control all external factors necessary for you to receive the alerts and as such you should not rely only on the alerts to maintain awareness of the status of your accounts. The Credit Union cannot assume liability for any negative consequences related to you not receiving Compass text alerts. By enrolling in Notifications, you acknowledge that alerts may not be immediately received and that the Credit Union and your wireless carrier do not guarantee that alerts will be delivered.

Notification alerts are for information purposes only and will not contain specific account information or personally identifiable information such as your account number. Funds availability is subject to the individual’s Financial Institutions Rules and Regulations. Contact your financial institution for more information on their funds availability policies.

Security Note: The Credit Union will never request specific account information (such as account numbers or passwords) via text or email. We will also never send notifications requesting you to confirm information. If you should receive such a request, please contact us immediately.

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