Member Services

Increased Authentication FAQ

What is Increased Authentication?
Why do I need Increased Authentication?
Do I have to register for Increased Authentication?
How do I enter my Personal Access Code (PAC)?
Can I use my Smartphone/Blackberry to register for Increased Authentication?
How do I register for Increased Authentication?
How do I log in if I’ve registered my computer?
How do I log in if I’m NOT at my registered computer?
How is Increased Authentication more secure?
Will I lose my memorized MemberCards after I register for Increased Authentication?
Does my MemberCard login and Personal Access Code (PAC) change?
Will I be able to log in to Online Banking from different computers?
I share my computer with someone who also uses online banking. Will we both be allowed to use the same computer and log in to online banking?
How much does Increased Authentication cost?
Can I change my security settings?
I’m unable to move on to the next step in the registration process. How do I resolve this?
What is Phishing?

What is Increased Authentication?

Increased Authentication is an enhanced security feature that has become part of your Online Banking login process. Increased Authentication helps prevent unauthorized access to your accounts and reassures you that you're in the actual Outlook Online Banking website.

Increased Authentication has three parts: a picture, a phrase, and three challenge questions. After you register for Increased Authentication, these items are added to your login process. You are also able to register your personal computer to streamline your login.

Why do I need Increased Authentication?

Increased Authentication helps protect you from identity theft and fraud, particularly through “phishing” schemes (see more about phishing below). By enhancing the secure login process, Increased Authentication lets you know you are on the authentic Online Banking website by showing you your security image and phrase. In turn, Outlook Online Banking can identify not only you, but your computer as well, either through your additional challenge questions or by checking if you have registered the computer you’re using.

Do I have to register for Increased Authentication?

Yes. In order to ensure the integrity and safety of our online banking service all members must register for Increased Authentication.

How do I enter my Personal Access Code (PAC)?

Even before you've registered for Increased Authentication, logging in to Online Banking takes place on two pages.

  1. On the first login page, enter your debit card number, and click Login.
  2. On the second login page, enter your Personal Access Code (PAC), and click Login. You are also prompted to register for Increased Authentication on the next page.

Can I use my Smartphone/Blackberry to register for Increased Authentication?

No, we recommend that you use a computer to register for Increased Authentication. Once you’ve registered for Increased Authentication you can access your accounts on Online Banking using your Smartphone/Blackberry device.

How do I register for Increased Authentication?

After you enter your PAC, you are automatically led to the page where you choose your image, caption, and security questions.

After you log in and get to the registration page, follow these four steps.

  1. Select a security image from a series of images presented to you. You will have lots of choices.
  2. Enter a security caption that you type in yourself. It can be short, but it should be something you recognize when you see it.
    The next time you log in to Online Banking, both the security image and caption will be displayed AFTER you enter your debit card number, but BEFORE you enter your Personal Access Code (PAC). If the system doesn’t present both the security image and caption to you, you know you’re not on the official Outlook Online Banking website (or the site may be temporarily offline), and you should not enter your PAC.
  3. Select your 3 security questions and provide 3 answers to the questions.
    Once registered, one of these questions would be presented to you if you are logging in to Online Banking from a computer that you haven’t registered.
  4. Choose whether to register the computer you are presently using by clicking the checkbox presented on the screen. Do not register a public computer or any other computer that you believe could be insecure.
    By selecting the checkbox, a “cookie” will be placed on your computer which Outlook Online Banking will recognize as a trusted computer, and you will not be asked one of the challenge questions when you log in.

Please note: if you choose to delete browser cookies on a registered computer, the next time you log in, Online Banking will ask you one of your challenge questions. By re-registering the computer, you can again skip the question.

How do I log in if I’ve registered my computer?

You log in very much like you did before. The banking login page is in the same place you usually find it. Your debit card number and Personal Access Code stay the same. However, the login takes place on two screens, not one.

  1. At the login page, enter your debit card number like you usually do, and click Login. (There’s no place to enter your Personal Access Code; that comes later.)
    When you enter your debit card number, the banking system verifies that your computer registration matches your debit card number, and sends you to the next screen.
  2. At the next screen, you need to look at the picture and caption. It MUST be the picture and caption that you chose. If it is not, DO NOT proceed. If the picture and caption is correct, enter your Personal Access Code and click Login.

How do I log in if I’m NOT at my registered computer?

The banking login page is in the same place you usually find it. Your debit card number and Personal Access Code stay the same. Because you’re not at your registered computer, there’s an extra step to take.

  1. At the login page, enter your debit card number like you usually do, and click Login. (There’s no place to enter your Personal Access Code; that comes later.)
  2. The banking system will present one of your challenge questions which you will have to answer correctly.
  3. At the next screen, you need to look at the picture and caption. It MUST be the picture and caption that you chose. If it is not, DO NOT proceed. If the picture and caption is correct, enter your Personal Access Code and click Login.

How is Increased Authentication more secure?

Increased Authentication requires three pieces of identity to be entered before allowing login – two items, your debit card number and either a challenge question or a computer registration, are required before the banking system will respond with your security image and phrase. After that, the last piece of identity is the Personal Access Code you have chosen for your account. This process makes it very difficult for online thieves to (a) steal your password information or (b) trick you into entering your information on a phishing site.

Will I lose my memorized (debit) Card Number after I register for Increased Authentication?

No. Memorized card numbers will be retained.

Please note that if you “delete browsing history” or “delete cookies” the memorized cards (and passwords) will be removed. These browser functions delete temporary files stored on the computer which house information like card numbers and passwords.

Does my debit card login and Personal Access Code (PAC) change?

No. Increased Authentication adds security features, but does not change your debit card login or your PAC.

Will I be able to log in to CU@HOME from different computers?

Yes, you can log in from computers you haven’t registered. As always, it’s important to use only computers that you trust, such as a computer at work.

In order to keep security levels high, the banking system will ask you one of your challenge questions to verify that it’s really you at the unregistered computer. Only after that will the banking system show you the security image and phrase that you’ve chosen. When you recognize your picture and phrase you can then enter your Personal Access Code (PAC) and proceed to online banking. It’s important to see the security image and phrase. If you don’t see it, DO NOT enter your PAC, because the website is not the official Online Banking website.

I share my computer with someone who also uses Outlook Online Banking. Will we both be allowed to use the same computer and log in to online banking?

Yes, multiple members can use and register the same computer with Outlook Online Banking. The registration is tied to your debit card number, so there will be no confusion between your login and the person you share the computer with.

However, PLEASE NOTE that if you use both memorized debit card numbers AND register the computer you share, the other person could select your debit card number from the list, and, because the computer is registered, view your security image and phrase. The person would still need to know your Personal Access Code (PAC) to enter your account. However, this is not a completely secure situation. Please do not choose to both register the computer and use memorized debit cards.

Can I change my security settings?

Yes. You can change your image, phrase, and security questions at any time. After you’ve logged in to Online Banking, you can select My Profile from the top menu bar and then make your selection from the left-hand menu.

I’m unable to move on to the next step within the registration process due one of the following issues encountered:

  • Unable to select a security image
  • Unable to enter a caption
  • Unable to select security questions
  • Unable to enter a response to the security questions

The information stored on temporary internet files may be interfering with the Increased Authentication feature. To resolve this issue, please complete the flowing steps:

  1. Close out all internet browser sessions.
  2. From the desktop, right click on the Internet Explorer (or other internet browser such as Fire Fox, Mozilla, Safari etc) icon.
  3. Select ‘Properties’.
  4. Within the ‘General’ tab click on the 'Delete' button found within ‘Browser History’.
  5. Click on the 'Delete All' button. PLEASE NOTE: Deleting all browsing history does not delete your list of favorites or subscribed feeds. However, it DOES delete temporary files, memorized numbers, browsing history, cookies, saved form information, and saved passwords that you may have in Outlook Online Banking and other websites.
  6. Click 'OK'.
  7. Return to Online Banking and go through registration process.
     

What is Phishing?

Recently there have been attempts by fraudsters to trick people into revealing their personal information and passwords by creating fake websites that look very much like the sites of legitimate financial institutions. They send out random emails with links to these fake websites. Once there, you enter your debit card number and Personal Access Code on their site, and they use this information to later log in to your account. This type of fraud, known as phishing, depends on you mistaking their site for the real one. Because Increased Authentication shows you a picture and phrase that only you know, a phishing site can’t trick you into entering your Personal Access Code. If you don’t see the picture and phrase, you don’t enter your PAC. And the phishing fraudsters never learn your password.

Additionally, Outlook Financial will never send you an email with instructions to click a link to access our website. Therefore, if you receive an email appearing to come from Outlook Financial asking you to click a link and enter your password, you can conclude that the email is phishing, and doesn’t come from Outlook Financial. As always, contact the Member Communication Centre at 1.877.958.7333 to verify anything you are not sure about.

 

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