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Prevail Credit Union Log In Help
Multi-Factor Authentication (MFA) Frequently Asked Questions
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to download printable FAQs (pdf)
- Why is my online banking experience changing?
- What is Multi-Factor Authentication (MFA)?
- Why do I need this new security system?
- What is Phishing?
- How does the new security system work?
- When will I be asked for more information?
- When should I register my computer?
- How am I more secure with the new security
system?
- How do I sign up for the new security system?
- How do I know if the new security system
is working?
- Can I upload my own secret image?
- Can I change my secret image and phrase?
- Can I change my security questions/answers
or e-mail address?
- Is the e-mail address required to enroll?
- Can I enter more than one e-mail address?
- Is the one-time password provided for the
e-mail challenge case sensitive?
- Are the answers to the challenge questions
case sensitive?
- What keeps somebody from stealing my secret
image and phrase?
- Why am I being asked to answer a question
or enter another password when I try to log on?
- Can I access my account from multiple computers?
- I am not an Internet expert. How easy is
it to use the new security system?
- I share my computer with someone who has
their own credit union account. Can both of us still log on
from the same computer?
- What happens if someone steals my password?
How will the new security system keep them from accessing my
account?
- I am trying to logon from my own computer,
but the Home Banking site is not showing me my secret image
and phrase. Instead, it is asking me to choose another form
of authentication to validate my identity. What is happening?
- I already have anti-virus software and a
personal firewall installed on my computer. Why do I need this?
- What do I do if I am locked out from my account?
- Is my personal information still safe?
- Why do I get a "Logged out due to inactivity"
message even though I hadn't been logged on recently?
- Why is my online banking experience changing?
We take our obligation to protect our members seriously. To
make your online banking experience as secure as possible, we
are introducing a new security feature called Multi-Factor Authentication
(MFA). After you enroll in this new 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.
- What is Multi-Factor Authentication (MFA)?
MFA stands for Multi-Factor Authentication. It is a new security
system that adds an extra layer of protection to your online
Home Banking account by letting you know you’re at our
legitimate Home Banking site, and letting us know it’s
you accessing your account.
Letting you know you’re at our legitimate Home Banking
site Multi-Factor Authentication will help you distinguish our
Home Banking site from a look-a-like. Upon registering for this
new security feature, you will receive a personal image and
phrase, which will become a shared secret between you and us.
When you see the image and phrase displayed on the screen, you
can be confident that you are at our Home Banking site and that
it is safe to enter your password. It is important to make sure
that you NEVER enter your password without seeing your personal
image and phrase.
Letting us know it’s you accessing your account If the
security system does not recognize the computer being used when
you log on to our Home Banking site, it will ask you to verify
your identity by prompting you to either answer a security question
or enter a one-time password that is sent to your personal e-mail
address.
When you log on to our Home Banking site from a different computer,
you are asked to answer a security question or enter a one-time
password to protect your account. You can choose to register
your computer so that the system will remember it in the future,
in which case it will not ask you to answer a security question
or enter a one-time password the next time you log on from that
computer.
- Why do I need this new security system?
The increase in threats to the security of personal financial
information and funds is causing concern among members, credit
unions and regulators. To address these concerns and adhere
to the Federal Financial Institutions Examination Council’s
suggestion, we are adding an extra layer of security to our
Home Banking site. This new level of security helps you guard
against fraudulent online activities like “Phishing”
(malicious requests for your personal information) and identity
theft.
- What is Phishing?
Phishing, (pronounced fishing), is the act of sending an e-mail
to a user falsely claiming to be a legitimate enterprise in
an effort to scam the user into surrendering private information.
The e-mail directs the user to visit a web site where they are
asked to update personal information, such as passwords and
credit card, social security, and financial institution account
numbers that the legitimate enterprise already has. The web
site is designed to steal the user’s information, which
is often used for identity theft. The e-mail may state something
like, “Your account will expire if you do not log on and
update your profile.”
- How does the new security system 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 receive a secret image
and phrase known only to you. Whenever you log on to your Home
Banking account, the system will display this image and phrase
so you can feel confident that you are accessing our legitimate
Home Banking site. Remember: Never enter your password without
seeing your personal image and phrase.
The security system also checks the computer that you are using
to access your Home Banking account. Typically you will access
your account from one or two computers, such as your work and
home machine. The system remembers your computer(s) if you choose
to register them. If you log on from a computer that has not
been registered, the system will take additional steps to verify
your identity, such as asking you to provide the answer to your
own personalized security questions or asking you to enter a
one-time password that is sent to your e-mail address.
- When will I be asked for more information?
When you first enroll in the new security feature, you will
receive a randomly assigned image and choose your personal phrase.
You will also be asked to answer some questions, provide an
e-mail address, and decide whether to register your computer.
You can choose to change or update the image, phrase, e-mail
address, questions and answers at any time. You will only be
prompted to enter additional information when you use a computer
that is not registered.
- When should I register my computer?
When you initially enroll, or anytime you successfully log on
to an unregistered computer, you can choose to register the
computer you are using. - If you choose to register that computer:
You will not need to answer a security question or enter a one-time
password the next time you log on from that computer. You may
want to choose this option if you are using a personal home
or work computer. - If you choose NOT to register that computer:
The system will prompt you to answer a security question or
enter a one-time password that is sent to your e-mail address
to validate your identity the next time you log on to your account.
You should choose this option if you are using a public terminal.
- How am I more secure with the new security
system?
The new security system displays a secret image and phrase to
protect you from accidentally logging on to a phony Home Banking
site. In addition, if your user name and password are stolen,
the third party will still not be able to access your account
because he/she is not at your registered computer. And since
the computer is not registered, the system will either prompt
you to answer a security question, to which only you know the
answer, or e-mail a one-time password to your personal e-mail
address.
- How do I sign up for the new security system?
Expect to be prompted at some point while banking online to
enter additional information. At this time, the system will
randomly assign you with a secret image, which you can change
after you log on to your account. You will also select a phrase
that will appear under the image on the Home Banking site. The
combination of the image and phrase is only known to you and
the system. When you see your personalized image and phrase,
you can be assured that you are logging on to your actual Home
Banking site. You will also be asked to provide a personal e-mail
address, select security questions to which only you know the
answers, and choose whether or not to register your computer.
Once this occurs, you have added a layer of protection to your
account.
- How do I know if the new security system
is working?
You only need to complete the enrollment process once. Afterwards,
it will work automatically. That means you are being protected
24/7 — when you’re online and when you’re not.
- Can I upload my own secret image?
To keep the enrollment as simple as possible, you cannot upload
your own image. However, the security system offers a variety
of images that you can choose from.
- 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 Multi-Factor Authentication Preferences
Screen after you log on to your account.
- Can I change my security questions/answers
or e-mail address?
Yes, you can change your security questions/answers or e-mail
address at any time. To make the change, go to the Multi-Factor
Authentication Preferences Screen after you log on to your account.
- Is the e-mail address required to enroll?
Yes. If the system does not recognize your computer during a
future log on attempt, you may be asked to enter a one-time
password that will be sent to the e-mail address that you provide.
You should provide an e-mail address that only you can access.
Since an unauthorized user will not have access to your e-mail
to obtain the one-time password, they will be unable to log
on to your account.
- Can I enter more than one e-mail address?
No. The e-mail address provides you with a one-time password
that is needed to access your account. To keep this information
secure, it will only be sent to one address.
- Is the one-time password provided for
the e-mail challenge case sensitive?
Yes, it is. The one-time password that is sent to your e-mail
address will be displayed in the cases that you should use.
- Are the answers to the challenge questions
case sensitive?
No. In an effort to make the challenge questions easy for you
to remember, they are not case sensitive.
- What keeps somebody from stealing my secret
image and phrase?
The system only shows your secret image and phrase if you log
on from a computer that you have registered, if you correctly
answer a security question, or if you enter a one-time password
from your e-mail. So, an unauthorized person cannot access your
image and phrase.
- Why am I being asked to answer a question
or enter another password when I try to log on?
The system asks you a security question or sends you an e-mail
with a one-time password when you log on from a computer that
it doesn’t recognize. This is to prevent someone with stolen
passwords from logging on to your account from a remote location.
Since only you know the answer to the security questions, and
only you can retrieve the password from your e-mail, the system
will know whether it’s really you. Generally you will be
asked to answer a security question or enter a one-time password
only when you log on for the first time from a new computer.
After you answer the question or enter the one-time password,
you will be asked if you would like to register this computer
for future logons. If you are using a personal computer and
plan to use it again to access your account, you can answer
yes. If you are using a public terminal, you will want to answer
no.
- Can I access my account from multiple
computers?
Yes. There is no limit to the number of different computers
you can use or register to log on to your Home Banking account.
However, if you log on from a new computer or a public terminal,
you will need to go through one extra step of identification
validation. This helps protect you by keeping an unauthorized
person from accessing your valuable information.
- I am not an Internet expert. How easy
is it to use the new security system?
It is extremely simple. You don’t need to memorize anything
new—just use the site as usual and look for your personal
image and phrase at logon.
- I share my computer with someone who has
their own credit union account. Can both of us still log on
from the same computer?
Yes, you can both use the same computer to log on to your individual
accounts. There is no limit to how many people can log on to
the Home Banking site 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 on using your user name and password,
the system will recognize that they are logging on from a different
computer. It will either ask them a security question or send
them an e-mail containing a one-time password that they will
need to enter. Since only you know the answer to your security
questions, and only you can access your e-mail account to obtain
the one-time password, they will not be able to log on.
- I am trying to logon from my own computer,
but the Home Banking site is not showing me my secret image
and phrase. Instead, it is asking me to choose another form
of authentication to validate my identity. What is happening?
This might happen in rare cases if you have deleted all cookies
on your computer or if you have not registered that computer
with the new security system. The additional authentication
is a way to validate your identity. The system is allowing you
to choose whether you want to answer a security question or
enter a one-time password that the system will send to the e-mail
address that you provided at enrollment. Before answering a
security question or entering your password, make sure that
you are going to the legitimate credit union web site. The easiest
way to ensure this is by typing our credit union’s URL
directly into your web browser’s address area and clicking
on the link to access your Home Banking account. Then, after
you correctly answer the security question or enter the password,
you should see your secret image and phrase. If your secret
image and phrase is there, you can be confident that you are
at our legitimate Home Banking site and can enter your password.
- I already have anti-virus software and
a personal firewall installed on my computer. Why do I need
this?
It’s good that you use anti-virus software 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 threats,
such as a stolen user name and password. It works with your
other personal security programs, but it does not replace them.
- What do I do if I am locked out from my
account?
You will have to contact your credit union to clear the lockout.
- Is my personal information still safe?
Yes. In fact, your personal information is safer than ever before
because the security system is making sure it is really you
and not an unauthorized user trying to access your information.
- Why do I get a "Logged out due to
inactivity" message even though I hadn't been logged on
recently?
First, verify if you are accessing the logon page through a
saved bookmark or "favorite" link. If you are and
are seeing an error similar to the following in your URL (address)
window: https://nbp1.cunetbranch.com/kccu/default.aspx?err=1100
try accessing the logon site by manually typing the following
address into the site address window of your browser: https://nbp1.cunetbranch.com/prevailcu/
If you can then successfully log on, be sure to delete the old
link. Also, verify that your browser has cookie acceptance enabled
and/or that the cookie restrictions aren't set too high. You
must allow cookies in order to get logged in.
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