Online Banking Help

I've never logged in to online banking before. What do I do?
I’ve already registered my device; why do I keep seeing security questions and getting prompted for my secure code?
The security questions I’m seeing are not the ones I selected.
How do I update my security questions and answers?
How do I edit my mobile phone number or email address for secure code delivery?
How do I reset my password?
I’ve locked myself out of online banking. Can I reset my account or do I need to call Member Services?
What is my username?
Why do I have to go through so many steps to log in to my account?

 

 

1. I've never logged in to online banking before. What do I do?

Click here to read our online banking registration guide.

 

2. I’ve already registered my device; why do I keep seeing security questions and being prompted for my secure code

If you’re an online banking user, you’ve likely been asked at some time or another, “What street did you live on in third grade?” or “What is the middle name of your oldest child?” or another security question you designated when you registered for online banking.

These questions are part of our multi-factor authentication (MFA) process to protect your personal and financial information. We use a combination of username, password, security questions/security codes, and an image secret with corresponding image to be sure that you are in fact, you.

 

Let’s take a closer look at each step of our MFA:

  1. Username: Your username is your Login ID. For the safest and most secure online banking experience, we strongly recommend that your username is something unique (not your member/account number), yet easy to remember.
  2. Password: Your password should also be unique and memorable only to you. For added security, your online banking password must have at least eight characters, at least one lowercase letter, at least one uppercase letter, and at least one number.
  3. Security Questions/Security Code Verification: These questions and code verification are designed to help verify your identity, if for instance, you are logging in from an unfamiliar device, performing certain transactions within online banking, or you’ve forgotten your password.
  4. Image Secret: Your image secret can be any word, phrase, or question that you choose. It will appear, along with your Confidence Image, on future logins as an added security measure. When you see this Confidence Image and Image Secret, you know you are visiting a secure site. If the image is not yours, you should not log in.

 

Always being asked for security questions or secure-code delivery?

When you log in to online banking, you can register your device so that you aren’t prompted to answer your security questions/enter your security code for future logins.

To register your device, simply check, “Remember me on this device” directly below the security questions/secure code field. Once you check the box, you will be prompted to name the device you are using (for example: “home laptop”).

 

If you are still seeing security questions, or being prompted for your security code:

  • You are using a new device that you did not yet register. Be sure to register each device you plan to use for online banking. (Please note: never register a public device, where someone could potentially log in to your account.)
  • You are using a different browser, or recently updated your browser to a newer version than the one you registered with.
  • You recently cleared your browser’s cookies, which unregisters your device.
  • You have an anti-virus security package installed that automatically clears cookies. You will need to either answer security questions each time you log in, or disable the cookie-clearing option in your security package.
  • You are connected to a different wi-fi network than one(s) you’ve previously logged in from.

In each of these circumstances you will need to re-register your device to avoid being presented with the security questions on future logins.

 

3. The security questions I’m seeing are not the ones I selected.

You may have mistyped your username. Select “Log in as a different user” at top to re-enter it. If you continue to see questions that you don’t recognize, contact us at (800) 874-5544, M-F, 8:30 a.m. – 7:00 p.m. ET.

 

4. How do I update my security questions and answers?

You can update them anytime in online banking by following these simple steps:

  1. Log in to online banking at quorumfcu.org.
  2. Click on “Settings” at the top of the page.
  3. ​Scroll down and click the “Edit” button next to Security Questions on the profile tab. You will be prompted to answer two of your current questions to confirm/validate your identity before you can choose new ones.

Be sure to select question/answer combinations that are easy for you to remember, but difficult for others to guess. We recommend using one-word answers.

 

5. How do I edit my mobile phone number or email address for secure code delivery?

To change your text or email address to receive secure codes, click on “Settings” at the top right of the screen, then the “Security” tab. Select “Edit” on the right-hand side of the Phone and Email Addresses options and make your changes.

 

6. How do I reset my password?

You can reset your online banking password anytime by following these simple steps:

  1. Go to quorumfcu.org and click on “Log In” at the top of the page.
  2. Enter your username, then click “Login.”
  3. When you are brought to the password screen, click on the “Forgot Password” link to the right of the password field and follow the instructions.

Note: If you have locked yourself out of online banking, you will see a different screen after you enter your username. Simply click on the “Reset My Password” button.

You’ll need to know your username and date of birth, and have access to the email address or phone number we have on file for you to complete the password reset process.

 

7. I’ve locked myself out of online banking. Can I reset my account or do I need to call Member Services?

If you’ve been locked out due to too many unsuccessful password attempts, you can reset your password yourself by following these steps:

  • Go to quorumfcu.org and click on “Log In” at the top of the page.
  • Enter your username, then click “Login.”
  • When you are brought to the next screen, click on the “Reset My Password” button.

You’ll need to know your username and date of birth, and have access to the email address or phone number we have on file for you to complete the password reset process.

If you do not remember your username please contact us for assistance at (800) 874-5544, Monday through Friday, 8:30 a.m. – 7:00 p.m. ET.

 

8. What is my username?

Your username is what you selected when you registered for online banking. (For some members, this may be your member number.)

  • If you have already registered for online banking but don’t remember your username, please contact us for assistance at (800) 874-5544, M-F, 8:30 a.m. – 7:00 p.m. ET.
  • If you haven’t registered yet, click on “Log in as another user” then “Register” under “Not registered yet?” You will need your member number, date of birth, email address and SSN/TIN on file.
  • Members who joined prior to May 2015: If you are still using your member number as your username, we strongly recommend changing it for the security of your account information. You can change your username in online banking. Once logged in, click on Settings, then the Profile tab. Scroll down to Username and click the “Edit” button.

 

9. Why do I have to go through so many steps to log in to my account?

We use multiple layers of security, referred to as “multi-factor authentication,” to safeguard your personal and financial information. This best practice adds additional levels of authentication above your username and password, to maximize the security of your account.

  • You have the option to “save” your device during the login process to avoid being presented with security questions each time you log in to online banking.
  • Device profiles are made up of several components, including the operating system, browser type and cookies. Updating your browser and/or deleting cookies may cause your device to become unsaved. When this happens, you will again be presented with your security questions.
  • You can review your saved devices through the security settings in online banking. Once logged in, click on “Security” at the top of the screen, then scroll down to Authenticated Devices on the Profile tab.

 

Still need help?

Call us at (800) 874-5544 from Monday through Friday, between 8:30 a.m. – 7:00 p.m. ET or, for general account access questions, send us an email.