Internet Banking - Help

Multi-factor authentication

Stronger Security
A new feature has been introduced to protect the privacy and the security of your personal information. The new security feature uses a unique image together with a unique phrase to help certify that you are entering our Web site, and not a fraudulent look-a-like site. Additionally, the new security feature provides you with added safety by helping us to identify you and prevent unauthorized access to your accounts.

When you visit your branch office, you can identify us and we can identify you. Your unique image and phrase enables you to identify us over the Internet. When you enroll in the new security feature, you select both an image and a phrase known only to you. Whenever you log in, the image and phrase are displayed so you can be sure that you are accessing our real Web site, and not an impostor site.

We can identify you by checking any computer that you are using to access our Web site. Typically, you access our Web site from one or two computers, such as your work and home machines. Either way, our Web site will remember your computer, preventing potential fraudsters from logging in to your account even if they acquire or guess your login ID and password. Should you need to login from a different computer, such as from an Internet café, additional steps are taken to verify your identity through a series of challenge questions that you set up during enrollment.

Above all, this new security feature provides a significant increase in the security of your online banking over standard login ID and password authentication, without much change in your experience.

You can perform the following tasks from this screen:

Enroll for Multi-factor Authentication (Stronger Security)

  1. Type your Internet Login name in the Login ID field.
  2. Click Sign In to continue. The Stronger Security screen is displayed.
  3. Enter your password.
  4. Click Submit. The Secure Login Image and Phrase screen is displayed.

Note: Click the More Login Images... link for more images (if required).

  1. Select a unique Login image of your choice from the categories provided.
  2. Enter a unique phrase of your choice in the Login Phrase field.
  3. Click Submit to continue.
  4. Select the relevant Challenge Question 1 from the drop-down list.
  5. Type in the correct answer in the Answer 1 text box.
  6. Select the relevant Challenge Question 2 from the drop-down list.
  7. Type in the correct answer in the Answer 2 text box.
  8. Select the relevant Challenge Question 3 from the drop-down list.
  9. Type in the correct answer in the Answer 3 text box.
  10. Select the Please recognize this computer when I login check box if you do not want to answer a challenge question each time you log on to Internet banking from this computer.
  11. Click Submit. The Change Password screen is displayed.
  12. Enter your current Internet Banking password in the Password text box.
  13. Enter your new Internet Banking password in the New Password text box.
  14. Re-enter your new password in the New Password text box.
  15. Click Submit. You are logged in.

Note: A General Disclaimer screen may be displayed if you are accessing your Internet Banking site for the first time. Read the disclaimer, select the I Accept the Disclaimer check box, and then click Submit to continue.

Note: A Profile Verification Required screen may be displayed asking you to verify your profile. Click Verify Profile or Update Profile as required to continue.

Log In to Internet Banking

Note: If you mistype your password, or make another login error, three times the system will lock you out. This feature is a security item that helps protect the system, the financial institution, and your data. If this happens to you, contact your financial institution representative.

  1. Type your Internet Login name in the Login ID field.
  2. Click Sign In to continue. The Secure Login Challenge Question or Secure Login screen is displayed (depending on the process selected during the enrollment).

Secure Login Challenge Question

  1. Type in the correct answer to the challenge question.
  2. Select the Please recognize this computer when I login check box if you do not want to answer a challenge question the next time you log in to Internet Banking from this computer.
  3. Click Submit. The Secure Login screen is displayed.
  4. Confirm your login image and phrase, and enter your password in the Password field.

Warning: If you do not recognize your Login Image and Phrase, do NOT enter your Password.

  1. Click Submit. You are logged in.

Secure Login

  1. Verify that the Login image and phrase displayed are correct.

Warning: If you don't recognize your Login Image and Phrase, do NOT enter your Password.

  1. Enter your password in the Password field.
  2. Click Submit. You are logged in.

Internet Banking Demo

If you are unsure about Internet Banking, a demonstration of the system can be displayed for you to help you understand how it works. To do so, click the relevant Start Demo button for Business Banking or Personal Banking.

Enroll for Internet Banking

If you are not already an Internet Banking client, you can automatically enroll for internet banking without first calling your financial institution. Click Enroll for Internet Banking to start the enrollment wizard, where you will be guided through the enrollment process.

Recover a Lost Password

If you have lost or cannot remember your password, you can recover the password by clicking the Forgot your password? link and following the instructions.

E-mail Your Financial Institution

When you click the E-mail button that appears in the lower right-hand corner of the login page, an e-mail window will appear. You can use this window to send a message to your financial institution. Note that the e-mail is neither secure nor encrypted, so do not include any sensitive information such as account numbers or passwords. The e-mail occurs in a separate window from the Internet Banking session;you can therefore send an e-mail and return to your secure Internet Banking session without compromising the security of your session.

There are two e-mail templates available: one before you've logged in, and one after you login to the system. The From address field is empty in the first e-mail template because the system has not yet validated your identity. Type your e-mail address in the From field so your financial institution can identify the sender. If you click the E-mail button after you have logged in and the system has verified your identity, the e-mail window will automatically populate the From field with your e-mail address.