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.
  2. How can it help me?
    Compass helps you get a clear picture of your finances by combining all your financial information in one place. It goes further by helping you establish and track budgets, create goals and plan for your future.
  3. Who can use Compass?
    Compass is a free service offered to LGFCU members. You must be a member of LGFCU in order to use Compass. If you are not a member, and would like to see if you are eligible to become one, please call LGFCU at 877.870.3030.
  4. Does SECU offer Compass?
    No. Compass is an exclusive offering by LGFCU for our members.
  5. Are there any fees?
    No. Compass is a free service offered to LGFCU members.
  6. Is Compass secure?
    Yes. Using Compass is very safe. Protecting our members' data is paramount at LGFCU. 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.
  7. How do I enroll?
    Create your account on the Compass website. The next screen will help you set personalized security measures, completing the enrollment process.
  8. 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.
  9. 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.
  10. Can I use my Member Connect login?
    No. Compass requires a unique email address login and password. Create your account now!
  11. Is Compass available "inside" Member Connect?
    Compass is a separate and unique program that is not accessible from within Member Connect.
  12. Can I use it to make transfers or pay bills?
    No. Transfers and bill pay functions can only be done within Member Connect.
  13. 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.
  14. Does Compass have account alerts and notifications?
    Yes, you can set up either Simple or Detailed Alerts to notify you if you have a large deposit, large purchase, low balance, fee charge, or have exceeded a budget. Alerts can be sent by email, SMS or both.
  15. What is the difference between Detailed and Simple Alerts?
    Detailed alerts are based on activity within a specific account, and can be customized to allow for different dollar amounts and alert types. Simple alerts are sent whenever an event happens in any of your accounts, and are not customizable.
  16. Where or how can I access Compass?
    Compass can be accessed online or through the Compass Mobile app. The HTML5-based desktop version can be accessed on iOS devices.
  17. Can I export data from Compass?
    Yes! In the desktop version, you can export from the Transactions tool by selecting the "Export CSV" link in the top gray bar. In the mobile iPad app, from the Home screen you can select "Reports," then the tabular data from each spending and income category. You can email or print the data using the icons in the upper right corner. This feature is not available in the iPhone app.
  18. How do I get more information?
    Additional information can be found at www.lgfcu.org/compass, or by calling LGFCU between 8:30 a.m. to 5:30 p.m., Monday through Friday at 877.870.3030.
  19. Will Compass work Internet Explorer 7 (IE7)?
    Compass will not work in browsers older than IE8. You will need to upgrade your browser to a newer version to take advantage of the features offered in Compass. Download the most recent browser for free at the Microsoft website, or try using Firefox or Chrome browsers.

Setting up

  1. Is it difficult to set up and use?
    Setting up your Compass account is easy. We'll walk you through a quick enrollment process, and once inside Compass, you'll find a knowledge bank to help you set up and manage your accounts.
  2. 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.
  3. How long does it take to use Compass the first time?
    First-time users usually take 20-25 minutes to fully complete the process. But, this can be done over time if you wish—Compass saves your information so when you log back in, you can pick up where you left off!
  4. 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, here.
  5. How do I set up alerts in Compass?
    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.

Forgot password / passcode

  1. What if I forget my password?
    Reset your password here. We'll send you an email with a secure link to change it.
  2. What if I forget my Compass app lock code?
    For security purposes neither LGFCU nor MoneyDesktop 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.

Mobile Compass

  1. Is there a mobile version or app?
    A Compass app is available for use on Android and Apple devices. Refer to the Compass Mobile page for instructions on how to activate your mobile account and download the app.
  2. Do existing Mobile Compass users need to create an access code?
    No. Access codes are only intended for new mobile customers. If you are an existing Mobile Compass user that has been able to login to the application, no action is required.

MoneyDesktop

  1. Who is MoneyDesktop?
    LGFCU has partnered with MoneyDesktop, Inc., a leading software provider to financial institutions, to bring Compass to you.
  2. I received a notification email from MoneyDesktop. Is this legitimate?
    Yes. LGFCU has partnered with MoneyDesktop to bring you Compass. Some email notifications from Compass will originate from MoneyDesktop.

Support

  1. What if I need help?
    Compass includes a built-in knowledge bank that helps you answer the most commonly asked questions users have. But, we understand sometimes you may encounter a more specific issue that requires individual attention. Within Compass, an online support team can be reached through the "?" icon located in upper right hand corner of Compass, or you can call LGFCU from 8:30 a.m. to 5:30 p.m. Monday–Friday at 877.870.3030.
  2. How long will it take to get an answer to my question?
    The 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 LGFCU 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.

Next Steps

  • Sign up for Compass today!
  • Log in to Compass
  • Talk to a Compass representative at 877.870.3030

Compass is powered by MoneyDesktop.

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.

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 alerts you acknowledge that alerts may not be timely received and that the Credit Union and your wireless carrier do not guarantee that alerts will be delivered.

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 scam notifications requesting you to confirm information. If you should receive such a request, please contact us immediately.