Frequently Asked Questions

Frequently Asked Questions
Frequently Asked Questions
Why are you changing the security standards?
We care deeply about keeping your money safe while providing you with easy access to your
accounts. With the continued growth of online banking, there are increased needs for greater
security standards to keep you and your money well protected. In addition, the government issued
new guidelines in 2011, calling for enhanced security measures for ebanking. Thus, we are
upgrading our security procedures to provide you with the best protection available. Our new
security standards will make it even safer for you to monitor and manage your money while
safeguarding against unauthorized access to your accounts.
What are the changes?
There are two key changes that you will need to complete:
1. We will ensure that your login is as strong as it can be. User IDs must be six characters
long and they can’t be made up of only numbers (e.g. alphabetic or alphanumeric). They
can be made up of a combination of letters, numbers and the following special characters:
@$*_-=.!~. Your password must be six or more characters long and must contain both
letters and numbers and/or symbols. If your current login does not meet these upgraded
minimum requirements, you will be prompted to create a new username and/or password.
If your current username and/or password meet the requirements you will receive this
Once the upgrade is complete there will be one final step for you to take:
2. We are also implementing a new requirement to verify your identity by phone when
you log in. After providing your username and password, you will be asked to provide a
phone number for a phone that you have with you. We will immediately send an access
code to your phone (via voice or via SMS text message) that you will enter into your
computer to complete your login. You can opt to have this computer remembered, so you
do not need to repeat this step each time you log in. However, you must obtain a new
access code for each computer or mobile device you use to log in that is not remembered
on the system.
How would you like to receive your one-time access code?
With this enhancement, challenge questions will be eliminated.
You can enter up to 2 phone numbers (domestic) that can be used for authentication
purposes. If you have already provided phone number(s), the system will
automatically present the first 2 phone numbers already on file.
If you haven’t provided phone number(s) in the past, then at least 1 phone number is
required to be entered.
How will using my phone make my account safer?
We are implementing what is known as “multifactor authentication” which makes it more
difficult for phishers and attackers to access your accounts without you knowing it. While this
might seem unfamiliar, you actually use it every time you visit an ATM. When you access your
account from any ATM, you need both your ATM card (something that you have) and PIN
(something that you know).
We’re implementing the same type of protection by using both your password and your phone to
access your account. By doing this, even if an attacker or a phisher manages to steal your
password and tries to use it to log in, they would be unsuccessful because they would need your
phone as well.
Is there anything I need to do?
If your password does not currently meet the new standards, update this information now. At that
time, you also must have a phone handy and provide the phone number to receive your access
code. You will need this phone every time that you need to receive an access code.
Will I always need to use both my password and my phone from now on?
The first time you attempt to log in from a new computer, you will need to use both your
password and the access code you receive on your phone in order to log in. If you are accessing
from a private computer that you personally use, you can opt for the system to remember your
computer for future logins. (See the screen example below.)
We don't recognize the computer you are using. The access code helps us confirm you are
authorized to access this account. Select just ONE option to receive your key within moments.
Text Message
Make sure your phone is on,
please. Standard messaging rates
Send to ***-***-0000
Voice Call
Want this option?
Want this option?
After you login, be sure to go to My
Account and click on the Login
Security link.
After you login, be sure to go to My
Account and click on the Login
Security link.
By doing this, you will not need to repeat the step of obtaining an access code via phone, and you
will only need your username and password in the future to log in.
For the best security protection, we suggest that you always use both your phone and your
password. If you do opt to have your computer remembered, we recommend that you do so only
on computers that you personally own and that have the latest updates and virus protection
software installed on them.
How about if I log in from another computer or mobile device?
The first time you log in from another computer or mobile device, you will need to use both your
password and a new phone access code to log in. However, you can choose to have your new
computer/mobile device remembered on the system so you only need your username and
password for future access to your account online.
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