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Frequently Asked MFA Questions


Q: I logged in to Online Banking but my delivery options are grayed out.  What do I do?
A: If you have not set up your OTP delivery options and you are logging in from a computer that you did not previously enroll, you will have to click in the "Having Trouble" box to answer your challenge questions before you can set up your OTP delivery options.

Q: What is Multifactor Authentication?
A: Authentication is the process used to allow access to only the correct customer.  Without effective authentication controls, it is possible for fraudulent users to access your account.  We authenticate customers by issuing challenges that only the true customer should be able to pass.

Multifactor Authentication, or MFA, means two or more different types, or factors of authentication must be passed.  By using two different factors of authentication, we get a higher assurance that the customer is the correct intended user.  MFA is commonly used to protect transactions at ATMs, where your card is something you have, and your PIN code is something you know.  Similarly with MFA, your phone is something you have, and your password is something you know.

For convenience, after you successfully authenticate with your password and One-Time Passcode, or OTP, you may enroll your computer for use in authentication.  If you choose to enroll your computer, a special Browser Cookie will be present on the system, which will act in place of your phone for something you have in your possession.

Q: What information will be required?
A: You will be prompted for your password.  In addition, you will be required to provide information that enables us to send you an OTP.  We recommend that you enroll your personal mobile phone.  Enrolling a phone number that is shared with others is not recommended.

Q: How will I know that MFA is set for my accounts?
A: On February 13th 2012, you will be prompted to sign up when you login to your online banking session. Follow the instructions to enroll your computer by providing the information requested. 

Q: How will it affect my online banking experience?
A: Instead of answering Challenge Questions, you will receive an OTP at the number you enroll. Optionally, you may then enroll your computer to act in place of your phone. Once you enroll your computer, the rest of your online banking experience will remain exactly the same.

Q: Can I access my accounts from other computers at my home, my office or on the road?
A: Yes, you can access your accounts from any computer. However, when you authenticate from a system that does not have the special Browser Cookie, you will need to authenticate using the Phone OTP instead. You may enroll multiple computers, but be mindful not to enroll a computer that you don’t often use, or that is shared with people you do not know. Enrolling a non-trusted computer is equivalent to lending your ATM card to a stranger.


For detailed instructions, please click here.