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Two Factor Authentication (2FA)

 

Using 2FA for Online and Mobile Banking 

Two Factor Authentication or 2FA is becoming more common on modern apps as an added layer of security, but we understand many of our customers may not be familiar with its use. If you are having trouble with the 2FA on our new app, here are some tips to help you troubleshoot.
 

Enrollment

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

If you choose to receive a phone call instead of a text message, you will receive your verification code in the form of a robocall. The robocall will provide a single digit for you to enter on the phone, and then provide a seven-digit verification code for you to enter into online or mobile banking, whichever you are using. If you do not enter the initial single digit, the verification code will not be given nor will it be left on a voicemail system. If you do not answer the robocall, you will have to select to have the code re-sent. The robocall phone number may be listed as coming from anywhere in the U.S., because the number pulls from a pool of numbers that Authy controls.
 

Reset enrollment

You can reset your own 2FA enrollment in both online and mobile by going to the security settings on your profile page. If you are having trouble resetting your 2FA, please contact online banking support and we can help you.
 

Trouble with Codes

DID NOT RECEIVE A CODE

If you are not receiving a code, it could be for one of the following reasons:
  • 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

There are many reasons why you might receive invalid codes. Below is a list common causes:
  • 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.