If you’re a current member but haven’t created a user ID:
In the mobile app:
On a desktop:
If you have a user ID but would like to update it:
In the mobile app, select the “Add/Edit User ID” tile from the home screen and follow the prompts. In online banking, click the My Profile icon in the upper-right corner, then select “Set or Change User ID” (under the Contact Info header).
If you’re a new member:
You’ll create a user ID when you enroll in either mobile or online banking.
Yes. While you’ll no longer use your member number to log in to online or mobile banking, you’ll still need it for account verification and other uses.
Yes! You'll be able to access your online and mobile accounts with the same user ID, just like you do now with your member number.
As we spend more of our personal and professional lives online, it’s become easier to find factual data about people through social media and web searches. For this reason, security best practices are moving away from using personal information for verification purposes. Receiving a one-time, randomly generated security code via text, email, or voicemail has proven to be a more secure method of identity verification and keeping account information safe.
After selecting your preferred contact method, confirm that you’ve clicked the “Proceed” button. If you don’t receive your verification code within a minute, please see the specific troubleshooting tips below.
If requesting a code by text:
If your text code doesn't arrive within a minute, you might not have short codes enabled on your phone. (A short code is the abbreviated phone number used to send the text).
Please note: You’ll need to contact your cell phone carrier directly to activate short codes on your device.
Alternatively, some members have had success activating short codes by:
If requesting a code by email:
Make sure to check your spam folder. If your code was filtered to your spam, make sure to mark the email as “Not Spam” so future codes will arrive in your inbox.
You can change your user ID as often as you’d like, though it’s important to create user IDs that you can easily recall.
Yes, you'll need to create a unique user ID for each account. If you toggle between multiple accounts in mobile or online banking (for example, between your personal account and your child's youth account), you'll be able to access those accounts as you usually would. However, to create distinct user IDs, you'll need to log in to each account individually.
Once you’ve enrolled in either text banking or text alerts using the links in the online banking menu, you can add additional phone numbers where you can receive one-time security codes.
In mobile or online banking:
To receive security codes by text, you must sign up for text banking or text alerts. If you’ve already signed up for text banking or text alerts, you’re all set!
To sign up for text banking in mobile or online banking:
If using the app: You can receive a text security code at login by making sure your contact information is updated with your mobile number. To update your contact info, log in to online banking, then click the "My Profile" icon in the upper-right corner. Note: We still recommend enrolling in text banking so that you can receive text-based codes for post-login verification or when using a desktop.
The security code prompt may be presented to online banking users often, from time to time, or at random.
In online banking, you can opt to “remember” your device, which will reduce the frequency that the security code is required when using the same browser on the same device, but this will not eliminate the security code prompt entirely. For your account security, entering an occasional security code is required to access online banking.
As a security feature, if you unsuccessfully log in three times, your account will be restricted from online access. (This is to prevent someone from trying to guess your password.) To unlock your account, click the “Forgot Password” link and follow the instructions. You can also contact us through live chat or by calling 800-445-4483 and we’ll help reset your password.
You'll need to update your log-in info in any of your aggregated services. In most cases, this is the only step you'll need to take. However, if you are using the software of Quicken/QuickBooks (as opposed to the online version), you’ll be able to continue using your member number and password.