Mobile Banking Help - Answering Your Questions
1) Why do I have to complete the update?
Our Mobile Banking technology includes Multi-Layered Authentication. This requires you to complete a one-time
enrollment which activates your account for access to Mobile Banking. You must complete this update to access your account information online. It is intended to provide you with the best security possible. Multi-Layered Authentication consists of validation and authentication of an individual using more than one method of verification. Generally, this is accomplished by verifying three things:
Item #1 -
- Something you are, in the form of identifying information like your dog's name or where you went to high school.
- Something you have, for example a driver's license, or a security token.
- Something you know, such as a PIN.
You will need to create three (3) question and answer pairs. This allows us to verify that you are in fact, you, by presenting you with a question that only YOU know the answer to. If you don't answer the question correctly, you will not gain access to your accounts.
Item #2 -
You will also need to create a "Security Key". This allows you to verify that you have reached our Mobile Banking site, and not some other site. Every time you attempt to log in to your accounts, we will send you a graphical representation of the Security Key that you created. If you do not see that Security Key or it is not the one you created then you know that you are NOT at OUR site. If this happens, please contact us immediately.
Item #3 -
This is one that you already know. This is your PIN.
2) How does the login process work?
It is our commitment to you that access to your financial information is appropriately
secure. We have taken enhanced measures to secure our Mobile Banking site.
As always, if you have any questions
or concerns regarding these changes please contact us. The following
details what you should expect.
Summary of the First Time you log in after the mandatory Security Update:
The login process is as follows:
- Login is a multiple step process instead of one screen where
you enter your Member Number and PIN. First, you must enter your Member Number and the Random Code.
- You will then be asked to answer one of the challenge questions. If you choose to remember your computer you will bypass this step. Remembering your computer is on the last step of the login process.
- The last screen will prompt you to verify the Security Key Image that
you selected during the security update and to enter your PIN. You may select to remember your computer here.
3) What is the Random Code?
The Random Code is an extra security measure used to eliminate fraudsters
from randomly selecting account numbers. It is randomly generated each
time you try to log in.
4) What is my Security Key Image?
The Security Key Image is used to help you identify our Mobile Banking as
a legitimate site. The text word or phrase you select will be converted to
an image. When you log into Mobile Banking you will see the Security
Key Image on every page.
Some things to keep in mind:
- Use a unique set of characters or word(s) that you can use to identify our Mobile Banking site has your Security Key Image
- Please do not enter any PINs
5) What does "Remember this computer" mean?
If you choose to remember your computer, you will not be prompted
to answer one of the questions you set up during enrollment. You will still
have to enter in your Member Number, PIN and the Random Code. You
can remember your computer after you have completed the initial enrollment and login.
The system uses information about your hardware and software to recognize a
remembered computer. If you delete your browser cookies on your PC, you will have to
re-remember the computer. The secure cookie will periodically expire on your computer and will require you to remember your computer again.
6) What does "Do not remember this computer" mean?
If you are using a computer that is accessed by numerous users (Ex. library
or at airport kiosks) we recommend that you do not remember your account on
this PC. We only recommend you remember your personal computer at home or at
7) What is a secure cookie?
A secure cookie is a small text file with hashed content that is
placed on a computer to help identify the user. In this case, the cookie
that is stored on your PC during login lets you bypass
your personalized security questions whenever you access Mobile Banking in the future. The secure cookie will periodically expire on your computer and will require you to remember your computer again.
8) Can I remember my account on another computer?
Yes. You can remember your account on more than one PC.
9) Can I, my spouse and children remember our accounts on the same PC?
Yes. You can remember numerous accounts on the same PC. This will bypass the
security questions when you log in.
10) Do I have to re-remember my PC when I delete my cookies?
Yes. The system uses your PC hardware and software information to recognize
you are a legitimate user. If you delete your cookies, the information is no
longer available to authenticate your login. You will be prompted to answer
one of your security questions.
11) Why do I have to remember again when I use a separate browser on the same PC to access Mobile Banking?
When you remember your account on a certain PC it stores software and hardware
information used to access Mobile Banking. The system stores information
like your browser (Internet Explorer, Netscape, Firefox) and operating system
(Windows XP, 2000, Macintosh). If you access Mobile Banking with anything
different for future logins, you are required to remember the new system information.
12) What if I forget my PIN or the answers to my questions?
Please feel free to contact us by phone and we can reset your session.
13) Can I change my questions and/or my Security Key Image?
Yes. Once you log into your account you will have access to change your questions
and/or your Security Key Image.
14) What browser should I use to access Mobile Banking?
- Google Chrome™ (versions 38.0 and above)
- Microsoft® Internet Explorer® (versions 11.0 and above)
- Mozilla® Firefox® (versions 34.0 and above)
- Safari® (versions 7.1 and above)
- Microsoft Edge® (versions 25.0 and above)