Using 2FA for Online and Mobile Banking
When you login to our new online or mobile banking service for the first time, you will have to enroll in 2FA. As part of the enrollment process, you will need to provide your email and phone number. You will be able to choose between three methods of receiving a verification code. The simplest method is to receive a text via a mobile phone, but you can also choose to receive a phone call or receive a verification code through the Authy app. Once you have enrolled, you should not have to re-enroll unless you have to reset your 2FA. perhaps because you have a new phone number.
Unless you choose to have your device "remembered" by our system, your 2FA phone will need to be accessible each time you login. If you need assistance resetting your 2FA, please contact us.
Phone call verification
Trouble with Codes
DID NOT RECEIVE A CODE
- The main issue we see is customers request a code via SMS (text), but enter a landline number. If you are not receiving a code via SMS, and you’re not entering a landline number, try having your code sent via phone call.
- If you have tried both methods to receive the code, and are still not successful, please contact our online banking support team.
VIEWS AN INVALID CODE
- The most obvious reasons are typos when retyping codes and expired codes.
- Your device’s time isn’t synchronized. This occurs when customers travel. You need to ensure your device’s time is correct to fix the issue.
- Your account was reset.
- For the Authy App: If you reset your account within Authy, all Authy codes produced will be invalid. You need to reinstall the Authy app to fix the issue. Same issue if you remove a device -- all Authy produced codes will be invalid and you will need to reinstall the Authy app to correct.