Enhanced Authentication FAQs

FAQS

When you enroll in Enhanced Authentication, you select a secret image and phrase known only to you. Whenever you log on to your Internet Banking/Bill Pay site, you will see your image and phrase so you know that you are accessing your Internet Banking/Bill Pay site and not a bogus site.

The secret image and phrase does not impact or change your logon ID and security code information — this information remains the same. Please do NOT use your Security Code as your phrase.

We also check the computer or device that you use to access your Internet Banking/Bill Pay site. If you use two computers to access your Internet Banking/Bill Pay site (for example from work and home), you can register both computers as devices you use for Internet Banking/Bill Pay. If you access Internet Banking/Bill Pay from a computer that you did not register, you will be asked to provide the answer to one of your challenge questions.

Enhanced Authentication remembers your computer by assigning a unique identifier (cookie) to each computer you use to access Internet Banking/Bill Pay using standard cookies. The cookie is used to store the identification information only. No personal or private data is stored.

What is my Logon ID?
Your Logon ID did not change. Use the same Logon ID you used before you enrolled in Enhanced Authentication.

What is my Security Code (password)?
Your Security Code (password) did not change. Use the same code you used before you enrolled in Enhanced Authentication.

Do I need to change my Security Code (password)?
No, your Security Code (password) remains the same.

Where is the Security Code field? It used to be on the main log on page.
Enhanced Authentication uses multiple levels of security so you can be sure that you are accessing your Internet Banking/Bill Pay site. To do this, logging on is a two-part process.

You will enter only your Logon ID on the main logon page. You will enter your Security Code on the second page. If you are enrolled in Enhanced Authentication, your image and phrase is displayed on the page with your the Security Code (password) field.

If you log on to your Internet Banking/Bill Pay site and are presented a Challenge Question, the Security Code field is displayed after you correctly answer the Challenge Question.

I selected my image and phrase, but I don't see the phrase. Where is it?
The image is in a "picture frame." The phrase is shown at the bottom of the frame.

I share my computer with someone who has their own financial institution membership. Can both of us use the same computer to access our Internet Banking/Bill Pay site?
Yes, you can register more than one end user's accounts on the same computer.

Can I register for Enhanced Authentication on more than one computer?
Yes. You can register your Internet Banking/Bill Pay accounts on more than one computer. If you are using a computer that is accessed by numerous users (i.e. at a library), we recommend that you do not register your account on that computer.

What happens if someone compromises my Internet Banking/Bill Pay password? How will Enhanced Authentication prevent them from accessing my financial institution accounts with Internet Banking/Bill Pay?
If someone tries to log on to your Internet Banking/Bill Pay account from a computer that you did not register for Enhanced Authentication, they will be challenged to answer one of your Challenge Questions. Since they will not be able to answer the question correctly, they will not be able to log on.

Can I change the image or questions I established when I enrolled for Enhanced Authentication?
Yes, you can change your image, phrase, or challenge questions at any time. Simply click the Enhanced Authentication link in the left menu bar.

I tried to log on to Internet Banking/Bill Pay from my own computer, but cannot see my image and phrase. Instead, I'm being asked to provide the answer to a Challenge Question. Why is this happening?
This might happen if you deleted cookies from your computer. Before answering the challenge question or entering your password, make sure you are accessing the Internet Banking/Bill Pay web site. The easiest way to ensure this is by typing the address for the financial institutions site into your browsers address window, and then clicking the Internet Banking/Bill Pay Log On button. Then answer your Challenge Question and verify that the image and phrase shown is the one you selected.

Where can I find information to help me configure my browser to work with Enhanced Authentication?
See Browser Configure Settings.

Can I un-register a computer for Enhanced Authentication?
In order to un-register a computer, you will need to delete the cookies from your browser, so the information is no longer available to authenticate your logon.

Do I have to re-enroll for Enhanced Authentication when I delete cookies on my browser?
No. The system uses your computer hardware and software information to recognize you are a valid user. If you delete your cookies, the information is no longer available to authenticate your logon. You will be prompted to answer one of your Challenge Questions.