Identity Verification and Trusted Devices FAQ

Why do I need to verify my identity when I log into online or mobile banking?
The short answer: We want to make sure it’s actually YOU trying to access your accounts. (Not some fraudster!)

The long answer: 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: it wants to send 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 pop into view. (FYI, the security code expires in 10 minutes, so you can’t use a previous code.) The idea here is that, 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.

What do I do if none of the contact information it shows me is correct?
Well, we hope that’s not the case, because if it is, your account information is out of date! If you need to update your account information, please contact us.

What should I do if I don’t receive the security code?
We suggest you try again, using one of the other options. So 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!

How do I manage the contact information used to verify my identity?
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/mobile banking system. Log in to online or mobile banking and go to the Manage section – Contact Information. (Yes, you’ll need to verify your identity before you can make any changes to your account info.) 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.

Can I bypass two-factor verification?
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. IMPORTANT: 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.

How many trusted devices can I have?
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.

How do I know how many trusted devices are associated with my login?
To see a list of your trusted devices, log in to online or mobile banking and go to the Manage section – Device Management.

How can I manage my trusted devices?
Log in to online or mobile banking and go to the Manage section – Device Management. To remove a device from the list, click the + in the More column and hit 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.

What happens if I try to save too many trusted devices?
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.

How does the online/mobile banking system know which devices I’ve set up as trusted?
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 info 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. (Yep, every time!) So if you want your device to be trusted, you’ll need to allow cookies.

Can I log in if I don’t have access to a trusted device?
Yes! You’ll just need to go through the two-factor verification process. (And if you’re using a public computer, don’t set it up as one of your trusted devices!)

I set up my computer as a trusted device, but it still wants me to verify my identity. Why?
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.

How do I manage settings for cookies on my devices?
Here are helpful links for some common browsers.

Chrome
https://support.google.com/chrome/answer/95647?co=GENIE.Platform%3DDesktop&hl=en&oco=1

Firefox
https://support.mozilla.org/en-US/kb/enable-and-disable-cookies-website-preferences

Internet Explorer (Windows)
https://support.microsoft.com/en-us/help/17442/windows-internet-explorer-delete-manage-cookies

Safari
https://support.apple.com/guide/safari/manage-cookies-and-website-data-sfri11471/mac

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