Online Banking with Out of Band Authentication Frequently Asked Questions (FAQ) The Federal Financial Institutions Examination Council "FFIEC" issued security guidelines for Online Banking to all banks to provide greater protection to you from fraudulent online access to your account information. First Columbia Bank and Trust is implementing security features to meet the guidance requirements. If we don't recognize the device from which you are attempting to access Online Banking OR if you are logging in from a geographic location/network not routinely used by you, we need to identify you. An extra layer of security is needed to complete the login. When logging into Online Banking, after you input your username, if we don’t recognize your device or network, you will receive a security message to Continue with Security Code. A security code is needed to continue with login; click Continue with Security Code to continue with login. The security code can be delivered to you by phone call or by text message. On the next screen your contact information on file with the bank will be displayed and you may select how you want to be contacted. Phone Call - If you select to receive an automated phone call, click on Continue and the next Online Banking screen will provide the one-time security code that you will enter on the phone when you receive the automated phone call. Text Message – If you select to receive a text message, click on Continue and the next Online Banking screen will request the one-time security code that you will receive in the text message. When the one-time security code is provided by you, you will be directed to the password screen. 1. What if my phone number is not listed on the screen where I select how I want to be contacted? If the bank does not have accurate phone numbers for you, you will not be able to get the one-time security code. For security reasons, we can contact you only at the phone numbers on file with the bank. Contact the Bank to correct your phone numbers on our records. You may go to any banking center location or call Customer Care Center at 570-784-1660 to update our records. 2. Do I need to keep the security code given to me to use for future logins? The security code is a one-time code and cannot be used again. Each time you can't be identified at login, a new one-time security code is required. 3. Why do I have to do this? First Columbia Bank and Trust wants to protect our Online Banking users from account takeover, identity theft, and fraudulent transactions. 4. Why isn't logging in with my username and password sufficient to identify me? Your username and password can be easily obtained through malicious software that, unknown to you, can get installed on your computer. The combination of those two "old" security features with the "new" security program that identifies a change in how you access Online Banking (different computer, different geographic location), assures your account information and funds are protected. 5. Who will be calling me on my phone? The call you will receive is an automated call that will identify the bank and request you to speak or enter on the phone the one-time security code provided by Online Banking. You will have three attempts to correctly enter or speak the security code. 6. How long do I have to wait for a phone call or a text message? You should receive the call or message within seconds of completing the request. If you don't receive a call within a minute, click on "I didn't receive a phone call" or "I didn't receive a text message" link on the screen for help. 7. What happens if the Bank doesn't have my phone number and I have to authenticate my identity? You will get a message "No phone number on record. A phone number is required to complete this request. Please contact us to update your contact information." You may go to any banking center location or call the Bank at 570-784-1660 to update our records. 8. What happens if I can't get the one-time security code? Is my Online Banking locked/frozen? You are not locked out of Online Banking if you don't complete the authentication process. You are free to try again. 9. How much time do I have to complete my authentication? Once you are directed to the screen on which you select how you want to be contacted, you have five (5) minutes to complete the authentication. If you don't validate with the one-time security code within five minutes, Online Banking will redirect you back to the login screen. 10. Why am I asked to authenticate when I'm using the same computer from the same location that I always access Online Banking? Generally this is because a change was made to your computer that prevented the Online Banking system from identifying it. Examples that would trigger the authentication process: Clearing cookies Browser setting changes Browser updates Computer date out of sync with actual date A single User using many devices in a short period of time Multiple Users using the same device in a short period of time Changing internet service providers Resetting your router Using your tablet or phone in a different location (using a different wireless signal to access the Internet) Using an automatic update feature to download online transactions into financial software 11. Why can't I get my one-time security code by email? FFIEC guidance says that we should contact you through a different channel than you are using to access Online Banking. This is called out-of-band authentication. 12. What if my home phone is tied up because I'm using a dial-up connection for internet? You would need to have a cell phone available and the cell phone number on record at the Bank in order to complete the authentication process. 13. What if I use public computers to access Online Banking? We strongly recommend that you not login to Online Banking from a computer if you don't know if virus protection and firewalls are in place. Online Banking is a gateway to your account information and the computer you use should provide security protection from unauthorized access. 14. How are you determining if I need to go through the authentication process? When you enter a valid username, Online Banking determines if the device profile is typical for past successful logins with that device. If it is typical, the password screen appears. If it is not typical, you will be required to authenticate your identity through the out-of-band process. 15. Why do I have to enter my phone number if I want to be contacted by text message? You already have my phone number in your records. By putting in the phone number, you are giving us permission to send the text message to that phone. This is a requirement of mobile carriers. 16. What if I use multiple devices to access Online Banking? If you use the same multiple devices routinely, the device profiles are recognized by Online Banking. 17. What if I've bought a new tablet and I've never used it before to access Online Banking? Since Online Banking will not recognize the device, you will go through the authentication process. Once you have provided the additional authentication so that Online Banking can learn that the new device is legitimate, you can access Online Banking from it in the future without authentication, provided that other changes are not made to your device. 18. I got a message that you were unable to find a match for the mobile phone number I entered to receive a text message. What does this mean? All phone numbers used to authenticate your identity must be on record with the bank. That message means that you entered a phone number that is not on record with the bank. You will need to either enter a phone number that is on record or contact the Bank to add/change your phone number. 19. What if I start using a Go Phone, Trac Phone or other pay-per-use phone? Will you be able to contact me if I need to authenticate my identity? Online Banking can contact these phones. However, some carriers do restrict SMS text messages to person-to-person messages or require you to buy a specific level of service to get access to text messages. This would need to be discussed with your phone provider. If the text message containing the one-time security code is not received, go back and ask to be contacted by phone call. Helpful Tips If You Are Repeatedly Required to Authenticate If using Internet Explorer as your browser, make sure "Preserve Favorite Sites" is not checked. Add the Bank's website to your trusted sites. Delete any Flash cookies for the Bank's website. For help go to Adobe's Flash Player Help webpage and scroll through the list to find the Bank's website. Highlight and click "Delete Website." Clear the cookies on the device. Make sure that your browser is not set to clear cookies upon exit.
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