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Frequently Asked Questions

Savings & Checking Account Information
Online Access & Bill Pay
Credit & Debit Cards
Other Services


Who can become a member of DoverPhila?

All residents of Tuscarawas County as well as anyone who works, worships, or attends school in Tuscarawas County is eligible for membership.  Once you become a member, anyone in your immediate family also becomes eligible to join DoverPhila.

Can I still be a member if I move out of Tuscarawas County?

Yes. Once you are a member of DoverPhila, you can continue to be a member as long as you maintain at least $5 in a savings account.

Who makes decisions for the credit union?

Major decisions at DoverPhila are made and/or approved by a volunteer Board of Directors. The Board of Directors is comprised of 9 members who are elected by the membership and who volunteer their time to oversee the operations of the credit union.

How can I be on the Board of Directors?

Submit your resume to the Nominating Committee of the Board of Directors between 90 to 120 days prior to the annual election held in October. If you are a member in good standing, you will be placed on the ballot as a candidate. All Directors are elected by the members and serve three-year terms.

Is DoverPhila federally insured?

Yes. Your funds are insured through the National Credit Union Administration (NCUA), an agency of the federal government, by the National Credit Union Share Insurance Fund (NCUSIF) up to at least $250,000.00. In addition, funds in an IRA are insured separately up to $250,000.00.For more information, contact a credit union employee.

Savings & Checking Account Information

What is the minimum balance required for DoverPhila accounts?

$5 is the minimum membership requirement and is applied to your savings account. There is no minimum balance required in a checking account.  This is the same for personal and business accounts.

What rates do my savings and checking account earn?

Click here to access current Checking Rates or Savings Rates

How do I change my mailing address?

You can change your address online through On Line-On Time® Home Banking, in writing, in person, via email, or over the phone.  Changes made over the phone or via email will be verified before any changes are made.

 Why do I need to give you my new address when I have already changed it at the post office?

Due to the confidentiality of your accounts, our mail is not forwarded by the post office. When you only change your address at the post office, they return the mail to us with a notice that you have moved.  We do charge a $5 fee if you do not notify us of the change, so it is important to let us know when you are moving.

How do I close an account now that I have moved?

You may close your account by requesting to do so in writing or by phone.  Please make sure all checks, debit card transactions, automatic withdrawals, and/or transfers have occured. We will mail you a check for any remaining funds in your account.

How do I order new checks?

You can order checks in three (3) different ways.  Fill out the order form sent with your last box of checks and bring it into any credit union location, call our check printing company Harland-Clarke directly at 1-800-355-8123 for personal checks or 1-800-503-2345 for business checks, or place your order online.

How much do you charge for a non-sufficient funds (NSF) check?

There is a $30.00 service charge for all NSF items, including checks, automatic withdrawals, and debit or ATM transactions, that are either honored or returned.

Do you offer overdraft protection?

Yes.  When an overdraft occurs on your checking account, funds can be automatically transferred to cover the negative balance. You can set up your savings account to be a source of overdraft protection to your checking account. Federal regulation allows up to six (6) transfers from your savings accounts to another account of yours or to a third party during any calendar month. 

What is the credit union’s (ABA) routing number?


What is your funds availability policy?

We reserve the right to hold any check for $1,000 and over except payroll or government checks.  In addition, during the first 30-days after opening your account, we reserve the right to hold all checks presented for payment unless matching funds are already on deposit. If you have any paperwork that you received with the check (i.e. check stub, letter, etc.), please bring it with you, as this may help to verify the check and a hold may not be necessary.  For a copy of our complete funds availability policy, contact a member service representative.

How can I obtain a copy of a check?

Contact the share draft department to order a copy of a check that has cleared your account.  There is a $2 fee per check copy.

What do I need to open a personal account?  

To open a personal account, all that is needed is a valid driver’s license and social security card.  If you cannot locate your social security card, any legal document that has your social security number printed on it will be accepted, such as a W-2 or tax return.

How old do you have to be to open an account?

There is no minimum age; however, the account owner needs to be able to write his/her name for withdrawals, transfers, and any changes that would need to be made to the account.

Do you offer business accounts?

Yes.  We do offer business checking and savings accounts.  Whether you are a sole proprietor, partnership, LLC, or corporation, we can set up a business account for you.  Certain criteria are required for opening a business account. 

Are ATM/debit cards or Visa cards available for my business?

Yes.  Stop into any of our offices to apply.

What is the difference between adding a joint owner to my account and adding an agent or POA?

A joint owner is an equal owner of the account, as all credit union accounts are set up as “joint with rights of survivorship.”  This means that if something happens to one of the owners on the account, the account then becomes the property of the other owner(s). An agent or Power of Attorney (POA) is someone that you authorize to transact business on your behalf.  The money in the account does not belong to an agent or POA, and upon your death, the account would not necessarily go to your designated agent or POA, unless you have also named them in a designated Payable on Death clause on your account. If there is no joint owner or designated POD, upon your death, the funds would then go to your estate.

  I added someone to my account, so now why can’t I take them off of it?

If you have added someone as a joint owner, that person must give up his/her right to the funds in the account.  Agents or Power of Attorney can be revoked or changed at any time because they are not owners of the account.

Does it make a difference who is listed first or second on an account?

Any interest income is reported for the first social security number or tax ID number listed on the account. Also, a person that is second on the account cannot initiate a loan on the account; he/she can be a co-signer on a loan or Visa® card but cannot have a loan or Visa® in his/her name only without being primary on an account.

Can I send someone else to get money out of my account when I am out of town or sick?

Only a joint owner or designated agent or Power of Attorney (POA) is authorized to initiate transactions on an account.

I sent someone in to make a deposit to my account, and the teller did not give a receipt. Why not?

Receipts contain confidential information about your account, such as the account number and balance. If you have requested either in person or in writing that someone other than you is to receive your receipts, we will comply with your wishes.

How do I stop payment on a check?

You can stop payment by visiting any of our five locations. All stop payments will incur a $30.00 fee. Stop payments cannot be placed on debit card transactions.  

What can I do to minimize the risk of fraudulent activity on my accounts?

Monitor your checking and credit card accounts closely. Compare receipts to billing statements.  Be cautious when giving out your account numbers over the phone or online.  Report any suspicious activity to DoverPhila immediately.

Online Access & Bill Pay

Is there a fee to use On Line-On Time®?

No.  Online access is free and eStatements are free, as well.

 How do I sign up for On Line-On Time®

All new accounts are automatically signed up for On Line-On Time® Home Banking.  To access, visit our website, log in using your account number and the last four digits of the primary account owners SSN as the password.

 How do I reset my username and/or password for On Line-On Time®?

Once you enroll for On Line-On Time® access, you may change your username and password at any time.  If you lock yourself out of your account, however, you will need to contact DoverPhila to have your password re-set.

How do I sign up for eStatements? 

Sign up for eStatements (eDocs) through On Line-On Time®.

Is the online banking login on the homepage secure?

When you login, you are entering into an encrypted part of our site that uses Secure Sockets Layer (SSL), which can typically be identified by looking for the browser padlock icon or https in the address. However, the main content of our public website is not encrypted with SSL.

For Internet Explorer Users: You can see this by right-clicking on the Login button and choosing Properties.  A Properties dialog box will appear that shows the address of that frame is the secure. You can click the Certificates button to view our SSL certificate.  

Firefox Users: You can see this by right-clicking on the Login button and choosing This Frame -> Frame Info. A Frame Info screen will appear that shows the address of that frame is the secure. 

When will my transfer be applied to the receiving account through On Line-On Time®?

When you transfer funds from one of your accounts to another through On Line-On Time®, those transactions are applied to the receiving account immediately, even on weekends and holidays.  For example, if you transfer $100 from your savings to your checking, the $100 will be in your checking as soon as you click Submit.

How can I sign up for online Bill Pay?  

You must enroll through On Line-On Time® for our online Bill Pay service.

 Is my login information the same for On Line-On Time® and Bill Pay?

Yes. Since you access bill pay inside of home banking, simply log into your On Line-On Time® account and click access bill pay in the top ribbon.

Can I use online Bill Pay with a savings account?

No.  Payment from a processing standpoint must come from a checking account.

How do I pay my bills online?

You must first log into your On Line-On Time® account and click access bill pay in the top ribbon. Information will pop up for you to verify including personal and account information. Review and accept the terms and conditions and then click to enroll. Once you have completed all fields, the site will direct you to your Bill Pay payment center where you can start paying bills.

How do I schedule payments?

  1. Click the biller in your list of billers area.
    Result: The biller is in-focus in the list of billers.
    Note: If you have created a reminder or an auto-pay that information is populated in the list of billers and can be edited if necessary.

  2. Enter required information such as your funding account, send-on date and the amount to pay.

  3. Click the button to submit your payment(s).
    Result: The preview: make payment window appears.

  4. Click Confirm.
    Result: The confirmation: make payment window appears.
    Note: You can modify and cancel the payment by selecting it in the bill pay activity panel in the bill pay carousel on the right.

Can I cancel a payment?

Yes, you can cancel a one-time payment or your automatic payments from the bill pay activity panel in the bill pay carousel.  To cancel a one-time payment, follow the instructions below:

  1. In the bill pay activity panel in the bill pay carousel, click the payment you want to cancel.
    Result: The payment details window appears.

  2. Click the Cancel payment button.
    Result: The preview: cancel payment window appears

  3. Click the Cancel payment button.
    Result: The confirmation: cancel payment window appears.
    Note: You can turn off this confirmation page, by checking the don’t show me this again option.

  4. Click Close.
    Result: The payment is cancelled. You can verify this action in the bill pay activity panel in the bill pay carousel.

  Can I cancel an auto-pay?

Yes, you can cancel an auto-pay or an auto-pay rule from the bill pay activity panel in the bill pay carousel.  Please follow the instructions below:


  1. In the bill pay activity panel in the bill pay carousel, click the payment.
    Result: A payment details window appears.

  2. Click the Cancel payment button.
    Result: A window appears that allows you to cancel the payment or the automatic rule.

  3. Click Cancel just this payment .
    Result: The preview cancel payment window appears.

  4. Click Cancel payment. .
    Result: The confirmation: cancel payment window appears.
    Note: You can turn off this confirmation page, by checking the don’t show me this again .

  5. Click Close.
    Result: The payment is cancelled. You can verify this action in the bill pay activity panel in the bill pay carousel.

Auto-pay rule

  1. In the bill pay activity panel located in the carousel, click the payment.
    Result: A payment details window appears.

  2. Click the Cancel Payment button.
    Result: A window appears that allows you to cancel the payment or the automatic rule.

  3. Click Cancel automatic rule
    Result: The confirmation: auto-pay options window appears.
    Note: You can turn off this confirmation page, by checking don’t show me this again .

  4. Click Close .
    Result: Your auto-pay rule for that biller has been canceled.

How much does the online Bill Pay service cost?

There is no monthly fee to use online bill pay.  The first 15 payments you make are free; after 15 payments are made, there is a fee of 50 cents ($0.50) per payment. 

Credit & Debit Cards

How do I change my personal identification number (PIN) for my ATM/Debit card?

Contact the ATM/Debit card department to have your PIN changed or re-set.

What is the maximum amount I can spend when using my debit card?

You may use your debit card for purchases up to $1,000 in a 24-hour period.

What is the maximum amount I can withdraw at an ATM?

You may withdraw up to $500 at an ATM in a 24-hour period.

How do I report my Visa® credit card, debit card, or ATM card lost or stolen?

During regular business hours, always contact DoverPhila directly.  After hours, for a lost or stolen Visa® credit card, call 1-800-558-3424, for a lost or stolen debit card, call 1-833-337-6075, for a lost or stolen ATM card, call 330-364-8874.

Where are your ATMs located?

We have ATMs at each of our five locations, as well as at Drug-Mart in New Philadelphia, and the Rite Aid locations in New Philadelphia and Uhrichsville.

How do I dispute a charge on my Visa® bill or an incorrect charge on my debit card? 

To dispute a charge on your Visa® contact 1-800-558-3424. For an incorrect charge on your debit card contact our ATM/Debit card department.

How can I apply for a Visa® credit card?

You can apply online or contact a DoverPhila member representative for a Visa® application.  All applications are processed online.

Why am I told not to use my debit card online, but I can use my credit card online?

A credit card has a safety net because you can dispute a charge that appears on your card and get it removed from your account. You do not have to pay the charge in question while it is being disputed. When you give your debit card information, you are authorizing money to be taken directly from your DoverPhila account. Once you give this authorization, we cannot stop the transaction and the money is removed from your account. If your information gets compromised, it is more difficult to get your funds back. If the charge in question has a signature, even if it is not your signature, the funds are gone. It is the member’s responsibility to dispute a charge with the company that has taken funds using a debit card.


What are the advantages of getting a loan at DoverPhila?

At the credit union, you will find a variety of low-cost loan programs with low rates, no pre-payment penalty or hidden fees, and various repayment schedules, along with local loan officers making all approval decisions.

How long does it take to approve and process an auto or personal loan application?

After applying for an auto or personal loan, you should have an answer no later than the afternoon of the next business day. In many cases, you can apply, be approved, sign the documents, and get your check all in the same day. 

What are your loan rates?

Please see our Loan Rates page on this website for current rates. 

How can I apply for an auto loan?

Apply online, over the phone, or in person at any of our five locations.

How do I apply for a mortgage or home equity loan?

Mortgage applications and home equity loans are taken by appointment only. Please contact the mortgage department to make an appointment or request an appointment through our contact page.  

Do you sell your first mortgage loans?

We retain all servicing for mortgages written at the credit union but there are occasions where first mortgages can be sold if qualifications are met.

Do you offer lease options?


Do you offer commercial lending?

No, we do not offer commercial lending at this time.

Do you offer student loans?

Although we do not offer student loans, we do offer personal loans and home equity lines of credit. These are two great ways to help finance your private, continuing or higher education needs.

Is there a pre-payment penalty on installment loans?


How long do I have to be a member of the credit union before I can get a car loan?

Once you’re a member, you are immediately eligible to apply for any type of loan offered by DoverPhila.

How do I pay off my loan early?

You may pay off your installment loan any time at any office, and you can call DoverPhila to get the exact payoff amount of your loan with interest that has accrued since your last payment. If you need your title immediately because you have sold the vehicle, please visit our main Office on Fillmore Avenue in Dover.

 How soon will I get my title after paying off my car loan? 

You will receive your title typically within 10-14 business days of receipt of your loan payoff. 

Can I have my loan payment(s) made automatically from my savings or checking account

Yes.  Automatic payments may be set up for any date that is convenient for you during the month.  Contact a credit union employee to have an automatic payment form completed.  Then, each month on your selected date, the amount of the loan payment will automatically be transferred from the account you selected and applied to your loan.

 What is Skip-a-Pay?

The Skip-a-Pay Program allows members to choose the month of their choice to skip one payment per calendar year on qualifying loans. To learn more about this option, please see a DoverPhila member representative. 

How long does a repossession stay on my credit report?

Seven years from the day the loan first became delinquent.

 Will I still owe money after my vehicle is repossessed?

Yes.  Even though your vehicle has been repossessed, you are still liable for any and all costs incurred by the financier.

 What obligations does a co-signer have if a vehicle has been repossessed?

The co-signer of any loan has the same financial obligations and liabilities as the borrower.  Co-signing a loan means that you are willing and able to ensure that loan payments are made in any situation in which the borrower fails to pay. Any repossession can and, generally, will be reported on your credit report, as well as on the borrower’s. Additionally, since your financial situation is likely better than the borrower’s, debt collectors would possibly come after you more aggressively for repayment of any deficient loan balance.  You can be sued and have your wages garnished or bank account frozen, just as the borrower.

 If I’m having trouble with my finances, is it a good idea to see a credit counseling agency?

As a DoverPhila member you have access to ongoing and free financial education, which may prove far more helpful than an organization claiming to eliminate your debt. If you have concerns about your financial situation, contact us first.

Today, debt counseling has grown to a $7 billion industry. The IRS is concerned that some have used their tax-exempt status to circumvent consumer protection laws and take advantage of those who are already in financial distress.

Other Services

What other value-added services does DoverPhila offer its members?  

We offer notary public services, wire transfers, Signature Guarantee, Personal Access Line (P.A.L.), and direct deposit services, as well as gift cards. To learn more about these services, click on Other Services atop this page in the main navigation. We do not have safety deposit boxes.

How do I set up direct deposit?

Complete our direct deposit change request/authorization schedule and provide step 3 to your employer and step 3.5 to the credit union. Be sure to provide your full account number.  For example, if you’re using a checking account, you’ll need the full 9 digits

Can I transfer funds between my DoverPhila account and my account at another financial institution?

Not yet, but DoverPhila is in the process of establishing ACH origination that will make this a future offering. Business accounts at the credit union are not eligible to use ACH origination.

Is my PAL line personal identification number (PIN) the same as my ATM card PIN?

No. The PAL telephone access PIN is the last four digits of the primary members social security number.  Members can choose to change their PAL pin once in the PAL system.

Do you offer investments or investment advice?

We do not offer investment advice or investments such as annuities or mutual funds.  However, we do offer traditional and Roth IRAs, Health Savings Accounts, and Coverdell Education Savings Accounts.



Why call when you can text? Members can now text DoverPhila with their mobile devices. Click the button to get started.

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