Multi-Factor Authentication (MFA)
Frequently Asked Questions (FAQ)

Q: What is Multi-Factor Authentication (MFA)?
A: It is a new security system for your RCU Online banking account that adds an extra layer of protection to prevent unauthorized access. MFA provides security at login, no matter what computer you sign in from, using additional user authentication that helps to protect against online fraud.

Q: Why was MFA added?
A: To make your online banking experience as secure as possible, we now have a security feature called Multi-Factor Authentication (MFA). After you enroll in this security system, most of the time, your logon will be the same as it was before. The only difference is that now you will have an extra layer of security working behind-the-scenes to protect your account 24/7, even when you are not online.

Q: Why do I need this new security system?
A: The increase in threats to the security of personal financial information and funds are causing concern among consumers, Members, and regulators. We are committed to proactively protecting our Members against fraudulent online attacks like “Phishing” and fraud.

Q: How do I sign up for the new security system?
A: The first time you go to log in to RCU Online banking you will be prompted to create a Username and will then be walked through the short registration process to select your eStamp Image and phrase.

Q: What is this new online banking experience?
A: If we detect any uncharacteristic or unusual requests involving your account, you may be asked to verify your identity before continuing.

For example, if someone tries to sign in with your user name from another country shortly after you have logged off from your desktop, we may decide to verify that it is really you trying to access your account.

Q: Will I be asked for more information all the time now?
A: No, you will only be asked for more information when unusual or uncharacteristic behavior is detected. This will most likely be a rare occurrence.

Q: Why do I have go give personal information?
A: Rest assured RCU does NOT have access to your answers. We can only reset your questions; we cannot view any of your answers. In addition, your answers do not have to be accurate. They just have to be something that YOU will remember.

Q: Is my personal information still safe?
A: Yes. In fact, your personal information is safer than ever before because we are making sure it is really you and not an unauthorized user trying to access your information.

Q: How am I more secure with MFA?
A: If your username and password are stolen, the third party will still not be able to access your account because he/she is not attempting to log on at your registered computer. And since the computer is not registered, the system will prompt the security questions, to which only you know the answers.

Q: What is a Username?
A: It is a name you create for this account. There are only a few rules to follow when coming up with your Username.

Your Username must:

Be 8-15 characters in length
Start with a letter
NOT have any special characters - only letters and numbers are allowed.

Q: I have more than one online account. Do I need more than one Username?
A: Yes. Each username is associated with one account . Therefore you will need a unique Username for each account.

Q: I’m locked out of my account –who can help me?
A: Your Member Service Center can quickly help you. Just call: (800) 479-7928.

Q: I want to change my information - can I do that?
A: Yes, our Member Service Center can help reset your information so you can log in from your main computer and enter in your new information. Just call: (800) 479-7928.

CHALLENGE QUESTIONS

Q: How do MFA and challenge questions work?
A: When you sign on to your account, we will record the means by which you access
RCU Online. This information includes the computer hardware and software, Internet Protocol (IP) address and network connection. Once a pattern has been developed, if we determine you are signing on from a different computer or network that doesn't’t match your history, you will be presented with additional security questions. Remember, we do not have access to your security (challenge) answers.

Q: If I forget the answers to my challenge questions, can you provide me with the answers?
A: For your account security, we do not store your answers. An RCU representative, however, can reset the answers to your challenge questions so that you will be prompted to create new answers at your next login.

Q: Why aren't my answers to the challenge questions being accepted? I know my answers are correct.
A:The answers to the enhanced login security questions are not case sensitive and have some built in tolerance to typing mistakes. However, if the MFA system can't match close enough it will not accept your responses to challenges. Also, we have seen Members mistakenly use the "Continue without Submitting" button instead of the "Continue" button unknowingly when they submit their initial answers.

Q: What if I delete the cookies from my computer?
A: If you delete cookies from your computer, you will be prompted at your next login to answer challenge questions.

Q: Why do you collect my phone number information?
A: If any unusual or uncharacteristic behavior is detected and you do not know the answers to your Challenge Questions you may be asked to answer an automated phone call. Once you answer the phone call you will be prompted to enter the code that will appear on your computer screen at that time in order to verify your identity. Your phone numbers will not be sold to a third party, nor will they be used to contact you about offers and promotions.

Q: How many phone numbers should I provide?
A: You must provide at least one phone number but are encouraged to provide up to three. It is important to provide numbers where you can be reached when you are using RCU Online banking. For instance, if you access RCU Online at work you should provide your work or cell phone number so you can be reached there. This will ensure you can continue your online banking session without any inconvenience.

Q: I’m locked out of my account –who can help me?
A: Your Member Service Center can quickly help you. Just call: (800) 479-7928.

Not an RCU Home Banking Member yet? Sign up here. If you have any questions, please call us at (800) 479-7928.