Why am I being asked this?

Some online banking activities inherently involve a certain amount of risk. For example, the ability to transfer funds out of your account is a useful feature, but it could also allow a fraudster who has stolen your user ID and password to steal money from your account. To help keep your account safe, the system will occasionally need to verify that you are the actual account holder before allowing you to proceed with your transaction.

What are the different ways I can verify my identity?

You can choose from these options:

  • Call my phone: You will receive an automated phone call and a confirmation code.
  • Send me a text message: Your mobile device will receive an SMS text message with a confirmation code.
  • Ask me questions: The system will ask you a few questions based on information about you in public databases.

Why don’t I see all three options?

The “Call my phone” and “Send me a text message” options will appear only if the system has your phone numbers on file. To update your phone numbers, go to the Customer Service tab and click Change Profile.

The “Ask me questions” option will appear only if there is enough information about you in public databases to present you with questions.

How do I verify my identity using the “Call my phone” option?

Follow these quick steps:

  1. Select a phone number from the list, and then click “Call my phone”.
  2. In a moment, you will receive an automated phone call. Follow the voice prompts and use your phone’s keypad to enter the confirmation code displayed on the screen.
  3. The window will automatically close a few seconds after you enter the correct code.

How do I verify my identity using the “Send me a text message” option?

Follow these quick steps:

  1. Select a phone number from the list, and then click “Send me a text message”.
  2. In a moment, your mobile device will receive an SMS text message with a confirmation code.
  3. Type the code in the “Confirmation Code” field on the screen, and then click Submit.

How do I verify my identity using the “Ask me questions” option?

Follow these quick steps:

  1. Click “Ask me questions”.
  2. The screen will display a few questions based on information about you in public databases. The questions are designed so that you should know the answers, but a fraudster won’t.
  3. Choose the correct answers, and then click Submit.

What should I do if I mistakenly select an old phone number that I no longer have access to?

Click Cancel, and then choose another verification option or phone number.

What should I do if I don’t know the answers to the questions?

Click “I don’t know the answers”, and then choose the “Call my phone” or “Send me a text message” option. If you can’t be reached at any of the listed phone numbers, you must contact Customer Service to continue.