What is Multi-Factor Authentication?

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.

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.

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 these steps:

	Step 1:   On the login screen, select ‘Forgot password?’.
	Step 2:   Choose ’Reset via Text Message’ or ‘Reset via Voice Call’.   Important: You must have either Text Message (SMS) or Voice Call set up as MFA factors to use this password reset option.
	Step 3: Once you receive the one-time code, enter below and select ‘Verify’.
	Step 4:   You will be prompted to answer your Password Reset Question.   Answer it and select ‘Reset password’.
	Step 5:   Enter your new password twice and select ‘Reset password’. Then simply use the new password to log in.

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.

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.

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: Navigate to: Business Services -> Delegate Manager and click on Edit.
	Step 3: Scroll down to the ‘Delegate Security’ section. Tick the first checkbox to reset their MFA settings. Press ‘Submit’.

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: Navigate to: Business Services -> Delegate Manager and click on Edit.
	Step 3: Scroll down to the ‘Delegate Security’ section. Tick the second checkbox to trigger a new password email. Press ‘Submit’.