Frequently Asked Questions

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?
    Just go to the Compass homepage and enter your information in the "Create Account" box. 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?
    No. 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. Where or how can I access Compass?
    Compass can be accessed through the LGFCU website at www.lgfcu.org/compass or through the Compass Mobile app. The HTML5-based desktop version can be accessed on iOS devices, however, the instructional videos are not viewable since they are Flash-based.
  15. 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.
  16. 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.
  17. 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 built-in tutorials, videos, and 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.

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 built-in tutorials, videos and a knowledge bank that helps you answer the most common questions. 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.
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