Username

Your username is what you selected when you registered for online banking. (For some members, this may be your member number.) 

• If you have already registered for online banking but don’t remember your username, please contact us for assistance at (800) 874-5544, M-F, 8:30 a.m. – 7:00 p.m. ET.

• If you haven’t registered yet, click on “Log in as another user” then “Register” under “Not registered yet?” You will need the member number, date of birth, email address and SSN/TIN on file for the primary member. (Foreign members, please contact us for assistance.)

• Members who joined prior to May 2015: If you are still using your member number as your username, we strongly recommend changing it for the security of your account information. You can change your username in online banking. Once logged in, click on Settings, then the Profile tab. Scroll down to Username and click the “Edit” button.


Security Questions

You will be presented with these questions if you are logging in with an unrecognized username, device, or browser. 

• These are the questions and answers you selected when you registered for online banking. If you do not recognize them, you may have mistyped your username. Click on “Log in as a different user” to go back and re-enter it. 

• Your answers are not case sensitive.

• You will be locked out after too many invalid attempts to answer your questions.

• You can change your security questions/answers in online banking. Once logged in, click on “Settings” at the top of the screen. On the Profile tab, click “Edit” next to Security Questions. Be sure to choose answers that you will remember.

• If you cannot remember your answers, have verified your username but still don’t recognize the questions, or have locked yourself out of online banking, please contact us for assistance at (800) 874-5544, M-F, 8:30 a.m. – 7:00 p.m. ET.


Password

The password screen displays your username, as well as the “Image Secret” and corresponding image you chose when you registered for online banking.

• Make sure you recognize the secret word and image before entering your password. If you do not, you may have entered an incorrect username. Click on “Log in as a different user” to re-enter it.

• If you do not remember your password, you can select “Forgot Password” to reset it.

• If your device and/or browser is not recognized, you will see the option to “Remember me on this device.” Checking this box will prevent the security questions from appearing the next time you log in from this device and browser. (Click on “Device Security” from the menu at left for more information.)

Device Security

We use multiple layers of security, referred to as “multi-factor authentication,” to safeguard your personal and financial information. This best practice adds additional levels of authentication above your username and password, to maximize the security of your account.

• You have the option to “save” your device during the login process to avoid being presented with security questions each time you log in to online banking. 

• Device profiles are made up of several components, including the operating system, browser type and cookies. Updating your browser and/or deleting cookies may cause your device to become unsaved. When this happens, you will again be presented with your security questions.

• You can review your saved devices through the security settings in online banking. Once logged in, click on “Security” at the top of the screen, then scroll down to Authenticated Devices on the Profile tab.