Frequently Asked Questions
Below are questions and answers that are provided on the Software Token Authentication help page. You should use these as a reference for training staff
internally as well as consumer education.
Q. Why do I need to update?
A. We have recently updated our Internet Banking technology to include Multi-factor authentication. This is intended to provide you with the best security possible when accessing your account online. Multi-Factor Authentication consists of validation and authentication of an individual using more than one method of verification. Generally, this is accomplished by verifying three things:
A. We have recently updated our Internet Banking technology to include Multi-factor authentication. This is intended to provide you with the best security possible when accessing your account online. Multi-Factor Authentication consists of validation and authentication of an individual using more than one method of verification. Generally, this is accomplished by verifying three things:
1. Something you are, in the form of identifying information like your dog's name or where you went to high school.
2. Something you have, for example a driver's license, or a security token.
3. Something you know, such as a password or pin number.
Software Token Authentication Customer Implementation Guide
2. Something you have, for example a driver's license, or a security token.
3. Something you know, such as a password or pin number.
Software Token Authentication Customer Implementation Guide
Item #1 - 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 Internet 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.
Item #2 - You will also need to create a "Security Key". This allows you to verify that you have reached our Internet 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.
Q. Why has the login page changed?
A. It is our commitment to you that access to your financial information is appropriately secure. The change you are seeing on the login page is due to enhanced measures to secure our Internet Banking site. As always, if you have any questions or concerns regarding these changes please contact us. The following details what you should expect.
A. It is our commitment to you that access to your financial information is appropriately secure. The change you are seeing on the login page is due to enhanced measures to secure our Internet 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 changing in three ways:
The login process is changing in three ways:
- Login will become a multiple step process instead of one screen where you enter your Account Number and PIN. You must now enter your Account Number and Random Code.
- You will 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.
Q. Why all this attention to security?
A. While the chances of identity theft or monetary loss are slim, there do exist active malicious entities on the Internet that look to fraudulently gain from unsuspecting individuals. One of the most popular methods of fraud is through impersonating individuals during the login process. It is our intention to make this process as difficult as possible for these fraudsters while keeping your experience as hassle-free as possible.
A. While the chances of identity theft or monetary loss are slim, there do exist active malicious entities on the Internet that look to fraudulently gain from unsuspecting individuals. One of the most popular methods of fraud is through impersonating individuals during the login process. It is our intention to make this process as difficult as possible for these fraudsters while keeping your experience as hassle-free as possible.
Q. What is the Random Code?
A. 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.
A. 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.
Q. What is my Security Key Image?
A. The Security Key Image is used to help you identify our Internet Banking as a legitimate site. The text word or phrase you select will be converted to an image. When you log into Internet Banking you will see the Security Key Image on every page.
Some things to keep in mind:
A. The Security Key Image is used to help you identify our Internet Banking as a legitimate site. The text word or phrase you select will be converted to an image. When you log into Internet 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 Internet Banking site has your Security Key Image
- Please do not enter any PIN'S or Passwords
Q. What does "Remember this computer" mean?
A. 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 account 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.
A. 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 account 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.
Q. What does "Do not remember this computer" mean?
A. 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 work.
A. 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 work.
Q. What is a secure cookie?
A. 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 Internet Banking in the future. The secure cookie will periodically expire on your computer and will require you to remember your computer again.
A. 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 Internet Banking in the future. The secure cookie will periodically expire on your computer and will require you to remember your computer again.
Q. Can I remember my account on another computer?
A. Yes. You can remember your account on more than one PC.
A. Yes. You can remember your account on more than one PC.
Q. Can I, my spouse and children remember our accounts on the same PC?
A. Yes. You can remember numerous accounts on the same PC. This will bypass the security questions when you log in.
A. Yes. You can remember numerous accounts on the same PC. This will bypass the security questions when you log in.
Q. Do I have to re-remember my PC when I delete my cookies?
A. 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.
A. 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.
Q. Why do I have to remember again when I use a separate browser on the same PC to access Internet Banking?
A. When you remember your account on a certain PC it stores software and hardware information used to access Internet Banking. The system stores information like your browser (Internet Explorer, Netscape, Firefox) and operating system (Windows XP, 2000, Macintosh). If you access Internet Banking with anything different for future logins, you are required to remember the new system information.
A. When you remember your account on a certain PC it stores software and hardware information used to access Internet Banking. The system stores information like your browser (Internet Explorer, Netscape, Firefox) and operating system (Windows XP, 2000, Macintosh). If you access Internet Banking with anything different for future logins, you are required to remember the new system information.
Q. Will my PIN number change?
A. No. The PIN you use to log into Internet Banking will remain the same.
A. No. The PIN you use to log into Internet Banking will remain the same.
Q. My friend uses another financial institution and is on the Internet doing his banking. Can I use the same address he does and get on the system?
A. No. Most home banking sites are Institution specific, meaning that they only allow access to their own users.
A. No. Most home banking sites are Institution specific, meaning that they only allow access to their own users.
Q. Will I still have online access to all of my accounts?
A. Yes. This process only affects how you login to Internet Banking; it does not affect any of your existing account information.
A. Yes. This process only affects how you login to Internet Banking; it does not affect any of your existing account information.
Q. Can I use the "Back" feature of the browser to go to a page that I have already been on, or do I need to use the menus to get there? Will it work the same or cause a problem?
A. Yes, you can use the Back key to return to prior pages and it will work fine. However, for security reasons, some pages automatically expire so that you cannot return to them. If you encounter this, simply use the menus to go to the location you wish.
A. Yes, you can use the Back key to return to prior pages and it will work fine. However, for security reasons, some pages automatically expire so that you cannot return to them. If you encounter this, simply use the menus to go to the location you wish.
Q. Once I have selected Help, how do I return to the application?
A. Use the "Back" function of your browser to return to your original location.
A. Use the "Back" function of your browser to return to your original location.
Q. I was connected earlier today but am unable to connect again. The error message indicates it is unable to locate the server. What do I do?
A. Confirm that you are able to access other sites successfully. If not, contact your Internet Service Provider for assistance. If that doesn't correct the problem, then it may mean that the home banking site has unexpectedly gone off-line. In this case, please contact customer service for assistance, or simply try your request again at a later time.
A. Confirm that you are able to access other sites successfully. If not, contact your Internet Service Provider for assistance. If that doesn't correct the problem, then it may mean that the home banking site has unexpectedly gone off-line. In this case, please contact customer service for assistance, or simply try your request again at a later time.
Q. What will happen to my bill pay settings, account alerts, or any other saved settings within Internet Banking that I had set up before this change?
A. All established settings within your Internet Banking session will remain the same after this change.
A. All established settings within your Internet Banking session will remain the same after this change.
Q. What if I forget my PIN or the answers to my questions?
A. Please feel free to contact us by phone and we can reset your session.
A. Please feel free to contact us by phone and we can reset your session.
Q. Can I change my questions and/or my Security Key Image?
A. Yes. Once you log into your account you will have access to change your questions and/or your Security Key Image.
A. Yes. Once you log into your account you will have access to change your questions and/or your Security Key Image.
