Frequently Asked Questions

The coronavirus situation is constantly evolving and new information is coming out each day. In order to help you understand your options and keep you well informed, we have developed a number of FAQs for your reference. If you have a question not answered below, please user our online chat or call us at 800-284-4276 and we will do our best to guide you.

Frequently Asked Questions

Is my money safe?

Absolutely. Your money is safer in a credit union or bank than under your mattress. HAPO accounts are federally insured up to $250,000 or more making them much safer than cash.

How do I protect my money?

Everyone is being bombarded with news and updates through all channels and media outlets. Whenever there is fear or uncertainty fraudsters are hard at work to prey on that fear. Always remember:

  • Only use reputable sources for information regarding COVID 19.
  • Be cautions when receiving emails or phone calls. HAPO will never ask for your password or PIN.
  • Never click on unknown attachments or links.
  • If you receive a call and aren’t sure if it’s legitimate, tell them you’ll call them back.

Do I need to get cash out?

No. With your HAPO debit or HAPO Visa card you can make all your necessary purchases. It’s as good as cash…only safer. Plus, cash has exchanged hands several times and becomes unsanitary very quickly. Keeping our hands clean is something we can all appreciate in the current climate.

Do I need to come into a branch to do my banking?

Not at all. You can do all your banking from the safety of your own home. You have complete access to your money via online banking, our mobile app, and the use of your debit card. You can also pay bills using our online bill pay or even deposit a check using our remote deposit capture feature within our mobile app. 

What services can I access with Online and Mobile Banking?

We offer a number of services that allow you to do your banking from anywhere. Need to manage your money? No problem, we offer MX Money; our all-in-one money management platform. Do you need to send a friend some money? We can help with that! We can connect you with your friend via PopMoney; our Person to Person money transfers. Here is a look at more of our convenience services

What if I need help with my account?

You can get in touch with us in several ways without ever stepping foot in a branch. You can connect with us at using our online chat. You can also send questions/comments/concerns to us via our feedback form found on If you want to speak with someone directly, our call centers are available to help at 800-284-4276. Lastly, we have a 24 Hour Hotline available if you need something after normal business hours 866-567-8581.

Can I still get a loan?

Absolutely. We have online loan applications and you can sign your loan documents securely right online through DocuSign. You can work with your loan officer via email and telephone and sign most documents from the comfort of your own home.

Can I skip my loan payment?

We offer qualifying members the opportunity to skip-a-payment year-round. Our program allows you to skip any of your qualifying loan payments twice during a twelve-month period. Learn more about skip-a-payment.

What if I’m having trouble making my payment because I have to take more time off of work due to the government restrictions?

We are always here to help. We understand this is a unique time and we are here to do everything we can to take care of our members. If you have an undue hardship, please reach out to us and we will do our best to work with you. We are in this together, and as always, we got your back.

Will branch hours be affected?

As things develop, branch lobbies and hours may be impacted. View the latest on branch hours

Will HAPO branches close?

Currently there is no government mandate requiring us to shut down our branches. However, we have made some adjustments to hours at some branches as well as limited lobby access.