1. What’s 2-Step Verification?

    2-Step is a security feature that adds additional protection for signing in to digital banking.* We’ll ask you to complete it when you’re signing in from a new device or browser or if it’s been a while since your last sign in. Because only you should have access to your email or remembered device, a defrauder shouldn’t have the access needed to complete this second verification step.

  2. How does 2-Step work?

    2-Step works by adding another layer of authentication during the sign in process. First, you’ll sign in like you normally do. Next, you’ll enter a security code we’ll send to you by email or text* message. Alternatively, we can send a push notification to one of your remembered devices that you’ll tap to complete 2-Step. Then, you’ll be able to access your accounts.

  3. How can I avoid being prompted for 2-Step every time I sign in?

    To avoid being prompted every time you sign in to mobile banking, remember your device during the 2-Step process or in Profile & Settings. To avoid additional prompts in online banking, check the box to remember your browser during the 2-Step process. You can also manage your remembered browsers in Settings.

  4. What are push notifications?

    Push notifications appear on the home screen or notification center of your mobile device. Because they’re so easily viewable, we feel they’re the best method for delivering important information to you. To view them, just swipe down from the top of your screen.

  5. What if I didn't receive the email containing my security code?

    Check your spam or junk mail folder. If you still can’t find the email, tap or click the RESEND CODE link. If you’re unable to locate the email, call us at 1-888-842-6328 to make sure your email address is up to date. Alternatively, try completing 2-Step by push notification or text.*

  6. What if I didn't receive the text message* containing my security code?

    Make sure you’re using a domestic mobile number that can receive text messages,* and tap or click the RESEND CODE link. Alternatively, try completing 2-Step by push notification or email.

  7. What if I didn't get the 2-Step push notification on my device?

    Make sure push notifications are enabled in your device settings and confirm the notification is being sent to the right device. You can tap or click the RESEND CODE link to send a new notification. If you still don’t receive it, try completing 2-Step by text message* or email.

  8. How much time do I have to complete 2-Step?

    If you’re completing 2-Step by text* or email, you have 6 minutes to enter your security code. If you opted for push notifications, you have 3 minutes. If you run out of time, tap or click the link to resend your code or push notification.

  9. What should I do if I continue having trouble with 2-Step?

    If you end up failing to complete 2-Step too many times, you’ll need to reset your password. You can reset your password by tapping SIGN IN HELP in the mobile app* or by clicking Forgot Username or Password? in online banking. Then, try to sign in again. If you still have trouble with 2-Step, call us at 1-888-842-6328 for assistance.

  10. Why am I being prompted to complete 2-Step even though I’ve remembered my device or browser?

    We may occasionally ask you to complete 2-Step on remembered devices and browsers to periodically reconfirm your identity.

  11. Will I be impacted if I use a financial third-party site like Mint.com or Quicken?

    You may experience issues with third-party sites or apps that pull information from your accounts across different financial institutions. If you experience any difficulties, call us at 1-888-842-6328 for assistance.