Responding to a Security Challenge

Note: This process is being replaced with One Time Password (OTP) multifactor authentication.

If the Authentication module detects an uncharacteristic or unusual request to access your online banking accounts, security challenge pages display as described below.

  1. The initial challenge page displays up to five security questions (the default number is two security questions).

    1. Type the appropriate answer to each question in the text box under the question.

    2. If the Authentication module includes the Out-of-Band Authentication option and you cannot remember the answers to the security questions, you may:

      • Click the link that displays under the security questions requesting the automated system to call you to verify your identity.

      • When the next page displays, select the phone number you would like the automated system to call and click Continue.

      • The next page provides a numeric code you must enter when you receive the automated call. If you do not receive the call within 60 seconds, click the Click Here link. When you use this link, an error message displays that allows you to click a Try Again link to return to the initial Sign-On page. 

      • If you enter the correct code in response to the automated call, the Welcome page displays for the online banking system. If you do not enter the correct code, an error message allows you to click a Try Again link to return to the initial Sign-On page.

  2. If you type answers to all the security questions listed on the initial challenge page, click Continue. When each response is correct, the Welcome page displays for the online banking system.

  3. If one or more answers entered on the initial challenge page are incorrect, you are prompted to answer a new set of questions (or the previous set if a new set is not available). If you continue to enter incorrect answers, after a specified number of failed attempts is reached (usually three), Online Banking locks you out of the system and requires you to call your financial institution.