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Enhanced Security with 2-Step Verification

2-Step Verification is a new layer of security that is being added to online banking and the mobile app beginning September 20, 2022.

With 2-Step Verification, when unusual activity is detected during login, you will be sent a one-time verification code to your registered email address or mobile phone number which you will use to complete the login process. This will replace the previously used security questions.

Set up 2-Step Verification on your account by October 18, 2022 to ensure uninterrupted access to your online banking experience.

See the step-by-step guide below.

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'Forgot Password' Feature

Once you have enrolled in our new security feature, 2-Step Verification, you will have access to a new Forgot Password feature. Should you forget your Personal Access Code (PAC), you’ll be able to reset it once you have used 2-Step Verification to verify yourself.

See the step-by-step guide below.

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Woman using a tablet while on an airplane

Travelling Without Access to Text Messages?

Be sure to add your email address as a second contact method for 2-Step Verification so that you can choose to receive login verification codes by email while you’re travelling without cell service.

In Online Banking:

  1. Login
  2. Select Profile and Preferences from the menu on the left
  3. Select Change 2-Step Verification Information and add your email address

In the Mobile App:

  1. Login
  2. Swipe left and select Settings
  3. Select 2-Step Verification Settings and add your email address
 

Step-by-Step Guides

 

How to set up 2-Step Verification

*You will require an email address or a mobile phone number to set up 2-Step Verification (landline phone numbers will not work). Please make sure you have your email and/or mobile phone close by when completing the set up.

Step 1

Login to desktop online banking or the mobile app using your MemberCard debit card number and your Personal Access Code (PAC).

Step 1 - login

Step 2

You will now see the Enable 2-Step Verification screen which will ask you to register either your mobile phone number or email address to receive verification codes. Enter your mobile phone number or email and click the Send Code button.

*NOTE: If you would like to register both your email address and mobile phone number as contact methods, visit “Profile and Preferences” in desktop online banking or “Settings” in the mobile app once you are logged into online banking. By entering both contact methods, you will be able to choose how to receive verification codes when 2-Step Verification is required for future logins. 

Step 2 - enable 2-Step verification

Step 3

You will be sent a one-time verification code by email or text, depending on your selection (may take several minutes to receive). This code is valid for 10 minutes. If you selected email, please check your junk mail folder.  Enter the verification code then click “Continue”.

If you do not receive the verification code select “We can send a new verification code” to try again. 

Step 3 - receive verification code

Step 4

Once you have entered the correct verification code, you will see a green check mark and “Enrolment complete”. Click “Continue” again to enter online banking.

*NOTE: After setting up 2-Step Verification, you will have to reset your Touch ID/Face ID and Quick View options on the mobile app. Visit “Settings” in the app to turn on these options. 

Step 4 - enrolment complete

How to reset my Personal Access Code (PAC)/Password

*In order to use the Forgot Password feature, you must first be enrolled in 2-Step Verification.

Step 1

Select “Forgot Password?” under the login button on the login screen.
Step 1 - forgot password link

Step 2

Enter your MemberCard debit card number and your date of birth (YYYY-MM-DD). Select “Continue”.
Step 2 - enter birth date

Step 3

You will then be asked to verify yourself using 2-Step Verification. You will be asked to select which contact method you would like to use to receive your one-time verification code. Then select “Continue”.
Step 3 - select verification method

Step 4

Enter the one-time verification code that will be sent to you by text or email, depending on which option you selected, then select “Continue”. If you did not receive the code, you can select the option to receive a new verification code.
Step 4 - enter verification code

Step 5

You will now be able to set up your new Personal Access Code (PAC). Be sure to meet all of the PAC requirements, as shown. Enter the same PAC twice, then select “Continue”.
Step 5 - set new PAC

Step 6

You will receive a “Success” confirmation screen. Select “Go To Login” to login to online banking.
Step 6 - confirmation
 

Frequently Asked Questions

2-Step Verification will only be presented when unusual activity is detected during login. You will not have to enter a code each time you login to online banking. 2-Step Verification replaces the previously used security questions.

No, not at this time. Any login assessed as high risk will require the 2-Step Verification.

A mobile phone number (not a landline phone number) and/or an email address is required.

Yes. You can update your 2-Step Verification contact information in the Profile and Preferences section in desktop online banking, or through the Settings option in the mobile app. Only 1 email address and 1 mobile phone number can be registered to your login.

No, your PAC/password has not changed. Login using your existing PAC/password.

If you receive the error “Unsuccessful – PAC retries exceeded” please use the Forgot Password link on the login page to reset your password.

If you receive the error “Sorry, your account has been locked out” please  contact a branch to have your access unlocked. For assistance after hours, please call 1-888-236-1356.