Frequently Asked Questions: Our New Online Banking Requirements
On June 18, 2013, our online banking provider, Intuit, rolled out new password requirements and security protocols for online banking. While this upgrade doesn't affect your experience using online banking, it does have a substantial impact on the way you log in, requiring some members to change their passwords and to have a phone handy on each login attempt.
We’ve endeavored to anticipate and answer a few common questions about the upgrade. If you have any questions or concerns about online banking at any time, don’t hesitate to call us at 314.962.6363 and say or press 6 for the member services menu, then 3 for online banking help.
Why do I have to change my password?
Your password change is part of an overall upgrade in the security of your online banking experience. Our new, stronger password requirements comply with new federal laws governing information security. More importantly, we, and Intuit, want to make sure our members’ accounts and information are as safe as possible without taking away from the convenience of online banking.
What are the new password requirements?
Your new password:
- Must be between six and 32 characters
- Must contain a combination of letters and numbers, letters and any special characters (@$_-=.!~), or numbers and any special characters
- Must NOT contain any spaces
- Must not be similar to the user ID
What if my password already meets those requirements?
If your password already meets the minimum security requirements, you won’t need to change it.
Will my user ID have to change, too?
If you're currently using your account number or another number as your user ID, you must change your user ID. The new ID:
- Must be between six and 20 characters
- Must contain at least one letter
- Can contain numbers and/or special characters (@$_-=.!~)
- Must NOT contain spaces
- Must not be similar to the password
What if my user ID already meets those requirements?
If your user ID already meets the minimum security requirements, you won't need to change it.
Why do I have to use my phone to log in?
We’ve implemented what’s known as multifactor authentication, which requires you to verify your identity with more than one method – in this case, both with your password and by phone.
The first time you log in to online banking after the June 18 upgrade, after you provide your user ID and password, you also will be asked to provide a phone number for a phone (cellphone or land line) that you have with you. An access code will be sent to your phone immediately, either by voice or by text message, and you must enter that code into your computer to complete your login. If you do not have access to a phone, you also may choose to have the access code emailed to you.
By requiring you to verify your identity in two different ways, we’ve made it more difficult for hackers and identity thieves to access your account, keeping your information safer.
What if I can’t use a phone to get my access code?
You can choose to have your access code emailed to you, although it will be relatively less secure than phone delivery.
Do I have to get an access code with my phone every single time I log in?
If you access online banking from a private computer or mobile device with virus protection and security software, you can choose to have your access code “remembered” so you won’t have to repeat the phone step each time you log in.
If you access online banking primarily from a public computer (e.g., a library computer), or if you choose not to have your access code “remembered” for some other reason, you must obtain and use a new access code every time you log in. It will be sent to the same phone number or email address each time.
What happened to my challenge questions?
The new access code system replaces the challenge questions. We, and Intuit, believe this is a more secure approach to guarding your information.
I don’t have time for this extra step. I just want to get to my account information. Can I skip it and come back to it?
You must obtain and enter an access code the first time you log in to online banking after the June 18 upgrade, without exception. If your password does not meet the minimum security requirements stated above before the upgrade, you must change your password upon that first login as well.
Why do we need this new security? Can’t we keep it the way it was?
Our security upgrade complies with federal law and is required of all financial institutions. The steps we have taken to make it happen are our way of keeping you and your accounts as safe as possible.