Identity Verification

Why am I being asked this?

Some online banking activities inherently involve a certain amount of risk. For example, the ability to transfer funds out of your account is a useful feature, but it could also allow a fraudster who has stolen your user ID and password to steal money from your account. To help keep your account safe, the system will occasionally need to verify that you are the actual account holder before allowing you to proceed with your transaction.

What are the different ways I can verify my identity?

You can choose from these options:

• Call my phone: You will receive an automated phone call and a confirmation code.
• Send me a text message: Your mobile device will receive an SMS text message with a confirmation code.
• Ask me questions: The system will ask you to answer the security questions you selected at enrollment.

How do I verify my identity using the “Call my phone” option?

Follow these quick steps:

1. Select a phone number from the list, and then click “Call my phone”.
2. In a moment, you will receive a phone call in which an automated voice will speak the confirmation code to you. Enter the confirmation code by typing it into the confirmation code screen for your device.
3. Once you enter the correct code the screen will close.

How do I verify my identity using the “Send me a text message” option?

Follow these quick steps:

1. Select a phone number from the list, and then click “Send me a text message”.
2. In a moment, your mobile device will receive an SMS text message with a confirmation code.
3. Type the code in the “Confirmation Code” field on the screen, and then click Submit.

How do I verify my identity using the “Ask me questions” option?

Follow these quick steps:

1. Click “Ask me questions”.
2. The screen will prompt you with one of the security questions you selected at enrollment. You provided unique answers to each question that can't be easily guessed.
3. Enter your answers carefully as you will need to supply exactly the same answers, then click Submit.

What should I do if I mistakenly select an old phone number that I no longer have access to?

Click Cancel, and then choose another verification option or phone number. Once verification is complete, update your phone numbers by accessing Profile and Change Phone Number.

What should I do if I don’t know the answers to the questions?

Click “I don’t know the answers”, and then choose the “Call my phone” or “Send me a text message” option. If you can’t be reached at any of the listed phone numbers, you must contact Member Services to continue.