Multi-Factor Authentication (MFA) Resource Hub

Multi-Factor Authentication (MFA) is an extra layer of security to ensure it’s really you accessing your account online. It’s a mandatory upgrade for using Online and Mobile Banking. After entering your MEMBER CARD number and password, you may be asked to enter a one-time code to verify your identity.

MFA works by sending you a one-time code after you log in with your MEMBER CARD number and password. You can receive this code in one of three ways, or set up all three for convenience:

1. Text message (SMS): Receive a one-time code via text. This is the most popular option.
2. Authentication app: Download an app like Google Authenticator from the Google Play Store or Apple Store. Scan the QR code to generate the one-time code. This works even without cell phone signal once the app is set up.
3. Voice call: Receive a voice call that speaks the one-time code. This is ideal if using a landline or if you prefer hearing the code instead of receiving a text.

Travel tips:

• You won’t receive your code if you don’t have your phone or change your SIM card.
• It’s recommended to set up multiple methods before traveling, especially the authentication app, which can generate codes without data or Wi-Fi.
• Examples:
  • Use the authenticator app on a tablet or iPad if you have internet but no cell signal.
  • Set up MFA through a landline if you’ll be staying somewhere temporarily. Remove it once you leave.
  • Use text message if you have cell phone coverage while traveling.

Vancity is replacing security questions with Multi-Factor Authentication (MFA) because MFA is a more secure way to verify your identity. It makes it much harder for anyone else to access your banking accounts, keeping your information safer.

Enrolling in Multi-Factor Authentication (MFA) enhances the security of your Online Banking. Follow these steps to set it up:

1. Log in to Online Banking:
   • Enter your MEMBER CARD number and password.
   • Click Login.
2. Access MFA setup:
   • Upon login, select ‘Set up MFA’.
3. Choose your method:
   • Text message (SMS):
     • Select ‘Text message (SMS)’.
     • Enter your phone number and click ‘Send Code’.
     • Enter the received code and click ‘Verify’.
   • Authenticator app:
     • Select ‘Authenticator App’.
     • Follow on-screen instructions to scan the QR code using an authenticator app (e.g., Google Authenticator).
     • Enter the generated code and click ‘Verify’.
   • Voice call:
     • Select ‘Voice Call’.
     • Enter your phone number and click ‘Call’.
     • Answer the call and note the provided code.
     • Enter the code and click ‘Verify’.
4. Confirmation:
   • Once your chosen authentication method is successfully set up, click ‘Continue’ to complete the process.

Note: It’s advisable to set up multiple authentication methods to ensure access in various situations, especially when traveling.

For detailed instructions and visuals, visit the Vancity MFA Enrollment Guide.

You have three options: text message (SMS), authentication app, or voice call. You can choose to set up all three.

You must have at least one MFA option active at all times. For added convenience and security, we recommend setting up more than one option in case your first choice isn’t available.

Yes, iOS users can use biometric log in. To enable Face and Touch ID on your iOS device, please do so in the Settings section of the Vancity app.

If you need to set up your authenticator app without using a QR code, follow these steps:

	Step 1: Enter your MEMBER CARD number and select ‘Next’. Toggle the ‘Remember card number’ option if you want to save this card number for next time.
	Step 2: Enter your Password and select ‘Log in’.
	Step 3: Select ‘Set up MFA’ to proceed with enabling Multi-Factor Authentication.
	Step 4: Select ‘Text message (SMS)’.
	Step 5: Select your device then select ‘Next’.
	Step 6: From your device, open the Google Authenticator app.
	Step 7: Select “+” from the bottom-right corner.
	Step 8: Select “Enter a setup key”.
	Step 9: Back on your device, on the QR code screen, select “Can’t scan?”.
	Step 10: Notice the code included in the field. You will need that code in the next steps. Please note you will not be able to copy-paste it.
	Step 11: Go back to the authenticator app. Enter the following details: A name for the account, for example, My Vancity Login The code provided in the previous step. Step 12: Verify that the key type is “Time based”. Step 13: Select ‘Add’.
	Step 14: You will see the code listed in the app.
	Step 15: Back on this screen, select “Next”.
	Step 16: Enter the one-time code and select ‘Verify’.
	Step 17: Once the Authenticator App is successfully set up, select ‘Continue’.

To log in and authenticate with Multi-Factor Authentication (MFA) on the Vancity website:

	Step 1: Enter your MEMBER CARD number and select ‘Next’. Toggle the ‘Remember card number’ option if you want to save this card number for next time. If this is your first time logging in to Online Banking, here’s how to get started.
	Step 2: Enter your Password and select ‘Login’.
	Step 3: Select the factor you’d like to use for authenticating. In this example, we chose Text message (SMS).
	Step 4: A one-time verification code will be sent to you automatically. Note, this code will not come from a Vancity number. Enter your 6-digit one-time code into the boxes shown. If automatic verification does not occur, click the ‘Verify’ button. (some devices may have settings that block auto-verification)

If your saved MEMBER CARD number and password are gone, follow these steps:

1. Log in manually:
   • Enter your MEMBER CARD number and password the first time you log in.
   • Select the “Remember Me” checkbox on the login screen to save your card number for future logins. (Note: this only works for the last MEMBER CARD number entered.)
2. If you don’t have your credentials:
   • Call us or visit a branch to recover your MEMBER CARD number or password.
3. Browser recommendation:
   • For desktop users, we recommend using Google Chrome. This helps save some login details for future access, especially when setting up Multi-Factor Authentication.
4. Mobile app users:
   • You can enable Face ID or Touch ID through the Settings section of the Vancity app. More information here.

You can update how you receive your Multi-Factor Authentication (MFA) codes anytime, whether on the website or the mobile app.

On the website (desktop):

1. Log in to Online Banking with your MEMBER CARD number and password.
2. Go to Profile and Preferences, then select Manage Multi-Factor Authentication and Password Reset Settings.
3. Remove the existing MFA method if needed, and set up your new preferred method—text message, voice call, or authenticator app.

On the mobile app (iOS/Android):

1. Open the Vancity app and log in.
2. Go to Settings → Security → Multi-Factor Authentication.
3. Remove your current method, if necessary, then add your new preferred method.

Tip: It’s a good idea to set up more than one MFA method to ensure access if your primary method isn’t available.

Note: If you’re traveling and won’t have access to your MFA device, contact Member Services in advance to update your MFA settings. If you’re already abroad without access to your MFA device, call Member Services for assistance:

• Vancouver: 604-877-7000
• Victoria: 250-519-7000
• Toll-free: +1-888-826-2489
• International: +IAC-800-826-2489-0

Log in and update your MFA method by following the steps outlined in the above FAQ “How do I change the way I receive my MFA code after enrollment?”

If you cannot log in, visit any visit any Vancity branch or contact our Member Services Centre:

• Vancouver: 604-709-6959
• Toll-free: 1-866-899-6959

Yes! One-time codes for MFA may be sent from different area codes, such as California or Texas. This is normal and doesn’t affect the security of your login.

If you won’t have cellular service, you can still access your MFA codes using an Authenticator app:

• Download an app such as Google Authenticator™ from the Google Play™ Store or Apple® App Store.
• Scan the QR code provided during setup to generate one-time codes.
• You can use the app on a tablet or other device if needed.

Tips:

• Set up the Authenticator app before you travel.
• If you don’t have an Authenticator app set up, you may only be able to access your account while traveling by calling Member Services.

If you’re travelling, make sure you can receive your MFA code to access your Vancity account.

• No devices with you: If you aren’t taking any of your devices, the only way to access your banking is by calling Member Services.
• Planning to access your account: Texts or calls may be difficult when travelling, so we recommend setting up an Authenticator app in advance. You can receive MFA codes on any device with the app—phone, tablet, or laptop. For step-by-step instructions, see the FAQ “How do I change the way I receive my MFA code after enrollment?”
• Already abroad or no phone access: You won’t be able to change how you receive your MFA code while abroad. Please call Member Services for assistance.

Member Services contact:

• Hours: Monday to Saturday: 8:00 am – 8:00 pm, Sunday: 10:00 am – 5:30 pm
• Vancouver: 604-877-7000
• Victoria: 250-519-7000
• Toll-free: +1-888-826-2489
• International: +IAC-800-826-2489-0 (IAC = International Access Code, varies by country)

To use Forgot Password online, you first need to set up MFA (Multi-Factor Authentication) with . During beta testing, you will need to use the original platform, but this functionality will be available soon. Please note, you can’t use an authenticator app for this feature.

Once enrolled, you’ll be able to reset your own password if you forget it. It may take up to 15 minutes after setup before the Forgot Password option is available.

The following steps show how to enroll in Password Reset.

• Online banking (desktop): Go to Profile and Preferences on the left-hand menu.
• Mobile App: Go to Settings > Security.

• Forgot your password and already set up Password Reset? Follow the steps shown here. Note, it can take up to 15 minutes after enrolling before Forgot Password becomes available.
• Forgot your password and haven’t set up Password Reset? Call our Member Services Centre or visit any branch to reset it.
• Forgot your MEMBER CARD number? Call our Member Services Centre or visit any branch so we can verify your identity and help you recover it.
• Only need to view Visa info and can’t access Online Banking? You can log in through our Manage My Visa card

Yes. Each person who wants to access Online Banking must set up at least one Multi-Factor Authentication method (text message, voice call, or authentication app) to continue using Online Banking.

	Step 1: Face ID: Turn your phone away from your face so it does not scan. The app will attempt to scan but will be unsuccessful, and you’ll see a “Face not recognized” message. Press Cancel. Touch ID: Press Cancel.
	Step 2: This will take you to the login screen. From here, you can log into a different account. To swap accounts again, log out and repeat these steps.

You will receive email notifications to alert you to certain Online Banking activity.

Some reasons you might receive an email include:

• Your Online Banking access has been locked
• MFA has been added
• MFA has been removed
• Your Online Banking password has been changed

You can register for—or continue to receive—notifications when:

• A login occurs in Online Banking
• A new bill payee or e-Transfer recipient is added

Sign up for alerts in Online Banking or in the Mobile App > Alerts.