FAQ: 2-Step Verification (2SV)
See commonly asked questions about our new increased authentication
Will 2-Step Verification be mandatory for all members?
Yes. Once the 90 day grace period ends, all members will be required to enroll in 2-Step Verification. With a variety of verification options including text message, email, and voice call, we're confident all members will be able to use 2-Step Verification to keep their accounts secure.
When will 2-Step Verification be launching?
February 13, 2024
If I defer enrolling for 2-Step Verification during my first login after 2-Step Verification goes live, will I continue to be prompted to enroll at every login?
Yes. Until you enroll, you will be presented with the enrollment screen each time you log in. You can continue selecting the "Not Now" option until the 90 day grace period ends.
What happens if I don't enroll for 2-Step Verification during the grace period before it ends?
You will be presented with the enrollment screen at your next login, and there will no longer be a "Not Now" option to defer enrollment. You must complete enrollment to continue logging in to online or mobile banking.
Will I still be required to keep my Security Questions?
No. After enrollment in 2-Step Verification, challenge questions and answers will no longer be used.
Can I register for 2-Step Verification via both SMS and email?
Yes, however during your initial enrollment, you can register only one of either a mobile phone number or an email address to receive 2-Step Verification notifications. After enrollment, you can update your contact information from the Profiles and Preferences screen options to add the second notification channel.
Will duplicate verification codes be sent by both SMS and email when I have both a mobile phone number and an email address registered?
No. During each 2SV authentication where you have multiple notification channels registered, you will be presented with a Select Verification Method screen where you must select which channel you wish to be notified through.
Can I register for more than one phone number or email address?
No, not yet. At launch, you will only be allowed to register one of each device type. It is on our future roadmap to extend this feature to allow registration of up to three mobile phone numbers and three email addresses per member.
Will I be prompted for 2-Step Verification on every login?
No. Our security software uses a risk-based approach to identify when 2SV authentication is required. You should expect to receive a 2SV request about as often as you previously had to answer a Security Question.
Will 2-Step Verification be used to authenticate other high-risk activities besides high-risk logins?
Yes. After enrollment, you will receive 2-Step Verification requests for the following high-risk activities:
- Adding a new e-Transfer recipient
- Editing an existing e-Transfer recipient
- Sending an e-Transfer
- Changing your password
How many attempts will I have to verify a verification code?
You will have three (3) attempts to enter a verification code. After three failed attempts, you will be prompted to reach out to the credit union to have your account unlocked. This limit does not apply during 2-Step Verification enrollment or during updates to your 2-Step Verification settings; it only occurs during regular logins when stepped-up authentication occurs.
I've opted for 2-Step Verification via SMS and have lost my mobile phone. What should I do?
Contact the credit union. Once our Member Service Representatives verify you, they can unenroll you from Increased Authentication. This will allow you to enroll again on your new device during your next login.
How long should I wait for an SMS text message or email to arrive before trying again?
Typically, the verification code will be received within seconds. The verification code is valid for 10 minutes from the time it is generated. If you enter and submits it after that time, you will receive an error message.
Will enrollment in 2-Step Verification affect any of my current digital banking configurations or settings?
Yes. Configurations or settings related to authenticated logins, such as enabling Touch ID and QuickView on the mobile app and enabling memorized accounts (the "Remember Me" option selected during a login) in digital banking, must all be re-configured after enrollment in 2-Step Verification.