Vancity Learning Hub

What is Multi-Factor Authentication?

Setting up MFA Managing my settings Password Reset
App-specific / Biometrics Business Signers / Delegates

 

Multi-Factor Authentication (MFA) is an additional layer of security to make sure it’s really you that is accessing your account online. It’s a mandatory upgrade to use Online and Mobile Banking.

This means that after entering your MEMBER CARD number and password, you may be asked to enter a one-time code.

The one-time code will be sent to your phone via a text message, an automated voice call, or an authentication app. These are set-up when you enroll in MFA.

How will I receive my Multi-Factor Authentication code?

You have 3 options to choose from, and you can choose to enroll in all 3 if you’d like.

  • Text message (SMS): You’ll receive a text message with the one-time code. This is the most popular option.
  • Authentication app: You can download an app like ‘Google Authenticator’ from the Google Play Store or the Apple Store.Use the app to scan the QR Code to produce the one-time code. This is the best choice if you have access to the internet but no cell phone signal. You can download an app like ‘Google Authenticator’ from the Google Play Store or the Apple Store.
  • Voice call: You’ll receive a voice call that will speak the one-time code. Choose this option if you’re using a landline or if you prefer to hear the one-time code rather than receive text messages.

Please be advised, you won’t be able to receive your one-time passcode to log in if you are travelling under these conditions:

  • You won’t have access to your cell phone
  • You have to change your SIM card

We strongly recommend you set up multiple methods of authentication (text message, Authentication app and voice call) before you travel and preferably include the authenticator app. The app will provide you with a one-time passcode and does not require data once it is set up. Click here for instructions on how to set up (text, Authentication app and voice call).

Here are some examples:

  1. Download the authenticator app if you have internet connection, but do not have cell phone signal. You can receive the one time pass code using another device such as a tablet or iPad. Once downloaded and set up, the app does not require data or Wi-Fi to generate a code
  2. Set up MFA through a voice call if you know the landline of where you are staying. However, ensure that you remove this landline after you leave.
  3. Set up MFA through text message if you have cell phone signal while you’re travelling.

 

Having issues? These are the most common solutions:

  • Before using the Forgot Password feature, you must first set up Password Reset.
  • If you have an iOS device, set up Face / Touch ID for an easier login experience.
  • You can select the “Remember Me” checkbox on the first screen of your login experience. The Remember Me feature will only work for the last MEMBER CARD number you’ve entered.

Setting up MFA

The first time you log in to Online Banking, follow these steps to enroll in Multi-Factor Authentication.

Logging in will look the same whether you access the website using your desktop computer or your mobile device. This is how logging in looks like.

You’ll need to enter your MEMBER CARD number and password the first time you log in. You can select the “Remember Me” checkbox on the first screen of your log in experience. The Remember Me feature will only work for the last MEMBER CARD number you’ve entered.

If you don’t have your MEMBER CARD number or password, please call us or visit a branch.

At present, we recommend Google Chrome when using a desktop browser, as some of your details can be saved for future logins when enrolling for Multi Factor Authentication.

If you are using our app on an iOS device, you can set up Face and Touch ID through the “Settings” section of our app. More information here.

To access your MFA code when you do not have your cellular network available, you will need to download an MFA Authenticator app that you can access with WiFi. You may download an app such as ‘Google Authenticator™ mobile app’ from the Google Play™ store or the Apple® App Store. By scanning a QR Code, the authentication app will produce the one-time code. This is the best choice if you have access to internet but no cell phone signal. You can also use an Authenticator app on your tablet. If you will need to use an Authenticator app, it is best to set it up before you travel. Otherwise, you may only be able to access your banking while traveling by calling us.

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Managing my settings

The following steps show how to change the way you receive your one-time code after enrolling.

You have 3 options to choose from: text message (SMS), authentication app, or voice call. You can choose to enroll in all three.

You must always have at least one MFA option set up. Our best advice is to set up more than one option, in case you’re ever in a situation where your first choice isn’t available.

Yes, the one-time code may come from different area codes. i.e. California, Texas, etc.

We’re introducing new email notifications to alert you of certain Online Banking activity.

These are some of the reasons we would email you:

  • 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 can continue to receive notifications when a login occurs in Online Banking, or a new bill payee or e-Transfer recipient are added. Sign up for alerts in Online Banking or in the Mobile App > Alerts.

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Password Reset

Before you can use Forgot Password to reset your password online, you’ll need to setup MFA with the Text Message or Voice Call and select a Password Reset question. You can’t use an authenticator app to reset your password.

The following steps show how to enroll in Password Reset, so you’re able to reset your own password if you ever forget it. Please note, it can take up to 15 minutes from setup before you can use the Forgot Password feature.

Where can I setup Password Reset?

In online banking for desktop computers, go to Profile and Preferences on the left hand side.

For the Mobile App navigate to Settings > Security .

If you haven’t set up the Password Reset feature, you will need to call our Member Services Centre or visit any branch to reset your password.

Please note, it can take up to 15 minutes between the Password Reset setup and before you can use the Forgot Password feature.

If you are unable to log into Online Banking and you are trying to view your Visa information, you can also log into our Manage My Visa card site.

If you’ve set up the Password Reset feature, follow the steps shown here.

Yes, each person who wants to access Online Banking, will have to set up at least one Multi-Factor Authentication method (text, voice call or authentication app) to continue accessing Online Banking.

Multi-factor authentication is a better way to help identify that it is really you accessing your banking accounts.

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App-specific / Biometrics

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 our app.

To manually add your authenticator app to MFA, follow the steps shown here.

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Business Signers / Delegates

Please make sure the signer has logged in first and accepted the online agreement before the delegates does so.

After they log into Online Banking, they can navigate to the ‘Profile and Preferences’ section. Then select ‘Manage Multi Factor  Authentication and Password Reset Settings’ and add more there.

Being asked to enter a code for Multi-Factor Authentication is a security enhancement. The delegate needs to receive their one-time code from the method that was set up to gain access to Online Banking. If the delegate cannot receive their one-time code for whatever reason, the signer is able to reset their MFA. To reset the delegate’s MFA settings, the business signer should follow these steps:

Step 1:

 

Log into Online Banking.
Step 2:

 

Click ‘Business services’ and navigate to ‘Delegate manager’
 

Step 3:

 

Click on the edit (pencil icon) link next to the delegate you would like to manage MFA for.

 
 

Step 4:

 

If you already set up a MFA for your delegate, check mark the box ‘Reset multi-factor authentication’ and confirm to continue. Review and confirm again to finish.

 

Your delegate will need their registration email to enroll in MFA. If they don’t have that email, the business signer needs to follow these steps to re-trigger the email:

Step 1:

 

Log into Online Banking.
Step 2:

Click ‘Business services’ and navigate to ‘Delegate manager’
Step 3:

Click on the edit (pencil icon) link next to the delegate you would like to manage password for.
Step 3:

Check mark the box ‘Reset multi-factor authentication’ and confirm to continue. Review and confirm again to finish.

Step 1:

If you have Face ID enabled, turn your phone away from your face so that it does not scan your face. The app will attempt to scan your face but will be unsuccessful, and you will get a ‘Face not recognized’ message. Press ‘Cancel’.

If you have Touch ID enabled, press ‘Cancel’.
Step 2:

This will take you to the login screen.

From here, you can log into a separate account.

To swap accounts, logout and repeat these steps with your other account.

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How do I enroll in MFA?
How do I log in to my account?
How do I enroll in Password Reset?
How do I log in if I forgot my password?
How do I change the way I receive my MFA code after enrollment?
My business delegate needs help with MFA. How can I help them?

Related posts:

How do I enroll in Password Reset? How do I log in if I forgot my password or MEMBER CARD number? woman at laptopMoving to one MEMBER CARD® debit card How do I enroll in Multi-Factor Authentication (MFA)?
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