Enhanced Internet Security
Frequently Asked Questions
do I need the new security system?
Recently there have been attempts by fraudsters to trick people into
revealing their personal information, such as passwords, by creating fake
websites that look very much like the sites of legitimate financial
institutions. They send out emails with links to these fake websites
claiming that you need to log into your account. This phenomenon has been
called phishing, (pronounced “fishing”). We are committed to proactively
protecting our members against such attacks. By making sure you always see
your personal image and phrase before entering your personal information,
you can ensure you’re information is being entered into a legitimate site.
Why do I need to enroll for both Online Direct
and Pay Direct?
Online Direct and Pay Direct are separate services, and require separate
logins. The enrollment process, however, is the same for both.
How does it work?
When you visit your branch office, you know our faces and we know yours.
Our new security feature does the same thing over the Internet. When you
enroll, you will select a secret image and phrase known only to you.
Whenever you log-in to our website, we will display this image so you can
feel confident that you are accessing the legitimate site of your
financial institution and not an impostor site. Remember: Never enter
your password without seeing your personal secret image and phrase. We
also check the computer(s) or device(s) that you are using to access the
website. Typically you will access the website from one or two computers,
such as your work and home machine. The system remembers your computer.
Should you need to log-in from a different computer, such as an Internet
café, we will take additional steps to verify your identity, such as ask
you to provide the answer to secret questions we both know the answers to.
No personal or private data is stored in any way.
How am I more secure with the new security
The new security system protects you from accidentally revealing your
username and password to a fake site. In addition, if someone does get
your username and password, he will still not be able to access your
account because he is not at your registered computer.
How do I sign up for the new security system?
Expect to be prompted at some point while online to enter additional
information. This will include choosing your personal digital image and
caption as well as several security questions that only you know the
answers to. Once this occurs, you have added a layer of protection to your
What keeps somebody from stealing my secret image
We only show your secret image and phrase if you log-in from your own
computer, or after you have answered a security question. So, it is not
possible for an unauthorized person to get access to your image and
phrase. Remember: Never enter your password without seeing your personal
secret image and phrase.
Why am I being asked a question when I try to
We ask you a secret question when we detect that you are trying to log-in
from a new computer. This is to prevent someone with stolen passwords from
logging into your account. 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 log-in 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 log-ins. If you are using a
personal computer, you should answer yes. If you are using a public
terminal, you will want to answer no.
Can I access my account from multiple computers?
Yes, you can still access your credit union account from any number of
computers. If you log-in from a new computer or a public terminal, you
will just need to go through one extra step of answering a secret
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 log-in to your credit union account.
I am not an Internet expert. How easy is it to
use the new security system?
It 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 secret image and
phrase at log-in.
I share my computer with someone who has their
own credit union account. Can both of us still log-in from this machine?
Yes, you can both use the same computer to log-in to your individual
accounts. There is no limit on how many people can log-in into the credit
union website from the same computer.
What happens if someone steals my password? How
will the new security system keep them from accessing my account?
When someone tries to log-in using your stolen user name and password, we
recognize that they are logging in from a different computer, and ask them
a secret question. Since only you know the answers to your secret
questions, they will not be able to give a correct answer. They will not
be able to log-in.
Can I change my secret image and phrase?
Yes, you can change your secret image and phrase at any time. To make the
change, go to the account maintenance link after you log-in to your
I am trying to log-in from my own
computer, but the credit union’s website is not showing me my secret image
and phrase. Instead, it is asking me a question. What is happening?
This might happen in rare cases if you have deleted all cookies on your
computer. Before answering a secret question or entering your password,
make sure that you are going to the legitimate credit union website. The
easiest way to ensure this is by typing the URL of the credit union
directly into your web browser. Then, after you answer the security
question, you should see your secret image and phrase next to the password
field. If your secret image and phrase is there, you can be confident that
you are at the legitimate
website and can enter your password. Remember: Never enter your password
without seeing your personal secret image and phrase.
I already have anti-virus and a personal
firewall. Why do I need this?
We are glad to hear you use antivirus and a personal firewall. Be sure
that you keep both software programs up-to-date for the best possible
protection against viruses, Trojans, and hackers. This new security
feature protects against other kinds of threats such as a stolen user name
and password. It works with your other personal security programs, but it
does not replace them.