Online & Mobile Banking Assistance

We want to make sure it’s actually you trying to access your accounts. The identity protection process we use is called “two-factor verification.” When someone tries to log in to your accounts, the two-factor verification system kicks in and sends you a security code. (You get to choose how you’d like to receive the code, based on the contact information that’s currently set up on your account.) When you receive the security code, enter it in, and then your accounts will show. (The security code expires in 10 minutes, so you can’t use a previous code.) Even if someone has gotten hold of your username and password, that person probably doesn’t have physical access to your phone, mobile device, or computer to receive the security code. And without that access, they cannot get into your accounts.

If you need to update your account information, please contact us.

We suggest you try again, using one of the other options. If you requested a text and didn’t receive it, maybe try an email or a phone call this time. If nothing seems to work (or if there are no other options to select), contact us and we’ll help you through it.

If you can’t verify your identity because none of your contact information is correct, you’ll need to contact us. If you can verify your identity using one of the security code delivery methods, you can manage your contact information within the online and mobile banking system. Log in to online banking or our mobile app and go to Manage and then click on Contact Information. (You’ll need to verify your identity before you can make any changes to your account information.) Within this section you have the ability to add, delete, or change the phone numbers and email address(es) on file to receive your two-factor verification code.

Not at first, but on the same screen where you enter your security code, you’ll see a button that says “Trust Computer” or “Remember this device.” If you activate that button, you’ll bypass the two-factor verification process for future logins using that same computer or device. It will only trust the computer if you’re using the same browser you were using when you enabled the “Trust Computer” button! So if you use Firefox to log in and tell it to trust your computer, but you use Chrome the next time you log in on that computer, it will not recognize your computer and you’ll need to verify your identity.

You may set up five (5) unique trusted devices. This includes any combination of computers, laptops, and browsers; mobile devices; iPads, etc. Keep in mind: if you access your accounts on only one computer, but activate “Trust Computer” for two different browsers, that counts as two trusted devices since you are using two browsers.

To see a list of your trusted devices, log in to online banking or our mobile app and go to Manage then click on Device Management.

Log in to online banking or our mobile app and go to Manage then click on Device Management. To remove a device from the list, click the + in the More column and click Delete. If you remove a device from the trusted list, you’ll be prompted to verify your identity the next time you try to log in using that device.

If you already have five trusted devices and you choose to trust another device, the oldest device stored in your listing will automatically be deleted and replaced with the new device. If this happens, the next time you try to use the old device, you’ll need to verify your identity.

Our system relies on cookies to recognize your trusted devices. A cookie is a small piece of data sent from a website and stored on your device by your browser. Every time you pull up that same website, the browser sends the cookie back to the website with all the information from the last visit. If you do not have cookies enabled, our system won’t recognize your device and will ask you to verify your identity every time you log in. If you want your device to be trusted, you’ll need to allow cookies.

Yes! You’ll just need to go through the two-factor verification process. (If you’re using a public computer, don’t set it up as one of your trusted devices.)

There are several reasons why our online/mobile banking system may not recognize your device. Here are a few possibilities:

• Your browser has been updated
• You’re using a different browser than the one you were using when you told our system to “Trust Computer”
• Your browser is in incognito mode
• Your browser is connected to a VPN
• You cleared your cache
• You inadvertently set up more than five trusted devices, which bumped the oldest one (the one you’re now trying to use) off the trusted list
• Your browser is set up to automatically clear cookies when you close it

Here are helpful links for some common browsers:

• Chrome
• Firefox
• Safari

Keeping your accounts and personal information secure is a top priority for us. We take several precautions to ensure your information is safe. To access our secure of online banking, you must enter your username and password. As a security precaution, we store your password in our database in an encrypted format that even we cannot decode. In addition, enhanced authentication provides extra protection for your online data and helps guard against phishing scams and identity theft by recognizing your computer and usage patterns. If a questionable logon attempt is detected, the system will require additional identity verification before allowing access. Other online security measures include:

• Automatic time out that occurs if you are inactive in the secure area of our site for more than 10 minutes
• Lock out after 3 unsuccessful attempts at entering the password

While we continue to evaluate and implement the latest improvements in internet security technology, users of the system also have responsibility for the security of their information and should always follow the recommendations listed below:

• Use current versions of Chrome, Firefox, or Safari.
• Keep your password confidential.
• Be sure others are not watching you enter information on the keyboard when using the system.
• Never leave your computer unattended while logged on to the system. Others may approach your computer and gain access to your account information if you walk away.
• Exit the system when you are finished to properly end your session. Once a session has ended, no further transactions can be processed until you log on to the system again.
• Close your browser when you are finished, so that others cannot view any account information displayed on your computer.
• Keep your computer free of viruses. Use virus protection software to routinely check for a virus on your computer. Never allow a virus to remain on your computer while accessing the system.