Frequently Asked Questions
What is a PassMark™ and why do I need
it?
A PassMark™ is an enhanced security feature that helps protect
you while you access your account. On the Internet today, fraudsters
attempt to steal your identity by impersonating the Web sites you
trust. We are committed to proactively protecting you, our customer,
against such attacks. The PassMark™ helps us do this.
Where do I enter my Password?
The login process has improved to protect the privacy and the security
of your personal information. We will still ask you for your
Password, but not until we have confirmed your identity and let
you know you are at the correct Web site.
How will you confirm my identity?
We will confirm your identity by two authentication “factors.” These
factors include:
• Something You Know (your Login ID and Password)
• Something You Have (your computer)
We use your computer as the second factor (something you have).
If we cannot confirm your identity or we do not recognize your
computer, we will ask you a Challenge Question to which only you
will know the answer. These Challenge Questions are selected
and answered by you when you enroll in the new security feature.
If you answer the Challenge Question correctly, your identity will
be confirmed and you can proceed with login. You can also let us
know to recognize your computer for future login.
How will I know that I am not at a fraudulent site?
Previously, you logged into online banking using your Login ID
and Password. Now, you'll also use an image, called a PassMark™,
and a
Phrase. Your PassMark™ and Phrase help you to identify that
you are on our Web site, not a fraudulent look-alike site. Here's
how it works:
1. First, you'll enter your Login ID and click the Submit button.
2. If we recognize the computer you are using, your PassMark™ and
Phrase will be presented to you on the next page. Once
you confirm your PassMark™ and Phrase, you'll know you can
safely enter your Password. If you don't recognize your
PassMark™ and Phrase, don't enter your Password and contact
us immediately.
I am not an Internet expert. How easy is this security feature
to use?
Our new security solution is extremely simple for anyone to use.
You don’t need to memorize anything new—just use the
site as
usual and look for your PassMark™ and Phrase at login.
Why has the login process changed?
Login has changed to protect the privacy and the security of your
personal information.
Can I access my account from multiple computers?
Yes, you can still access your account from any number of computers.
If you login from a new computer or a public terminal, you
will just need to go through one extra step of answering a Challenge
Question. This helps protect you by keeping unauthorized people
from accessing your valuable information. There is no limit on
how many different computers you can use to login to your account.
Why am I being asked a question when I try to login?
We ask you a Challenge Question when we detect that you are trying
to login from a new computer. This is to prevent unauthorized
access to your accounts. Since only you know the answer to the
questions, we will know it’s really you. Generally you will
be asked to answer a secret question only when you login for the
first time from a new computer. After you answer the question,
you will be
asked whether we should remember this computer for future logins.
If you are using a public terminal, you will want to answer no.
How do I register a computer for future login?
If you have not created your PassMark™ and Phrase, you will
be prompted to do so the first time you enter your Login ID
and click the Submit button before entering your password. During
enrollment, you will register your computer while selecting and
answering
your Challenge Questions. If you have already enrolled in the
security feature, you will have the opportunity to register your
computer
after answering your established Challenge Questions.
What keeps somebody from stealing my PassMark™ and
Phrase?
We only show you your PassMark™ and Phrase if you login from
your registered computer, or after you have answered a secret
question. So, it is not possible for an unauthorized person to
get access to your PassMark™ and Phrase.
When will I establish my PassMark™ and
Phrase?
If you have not yet established your PassMark™ and Phrase,
you will be prompted to do so the first time you enter
your Login ID and
click the Submit button before entering your password.
In addition to establishing your PassMark™ and Phrase, you
will also be asked
to select and answer Challenge Questions and register your
computer for future login.
Can I upload my own PassMark™?
No, you cannot upload your own PassMark™ at this time. For
security reasons, you must choose from the over 50,000+
images we provide to you during enrollment.
Can I change my PassMark™ and Phrase
at any time?
Yes, you can change your PassMark™, Phrase and Challenge Questions
by selecting the appropriate check box during login.
What should I do if my PassMark™ and/or
Phrase are incorrect?
If you do not recognize your image and pass phrase,
please contact us immediately.
When will I establish my Challenge Questions?
You will be prompted to do so the first time you enter your Login
ID and click the Submit button before entering your password.
In
addition to selecting and answering your Challenge Questions,
you will also be asked to create your PassMark™ and Phrase and
register your computer for future login.
Can I change my Challenge Questions at any time?
Yes, you can change your PassMark™, Phrase and Challenge Questions
by selecting the appropriate check box during login.
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