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Two-Step Verification FAQ
What is Increased Authentication?
Increased Authentication is a security feature that strengthens online and mobile banking security by using 2-Step Verification during high-risk activities. It uses a risk engine to assess user activities, establishing typical member usage patterns by device, location and other habits and making it easier for fraudulent behaviors to stand out. When a new login location or device is used, or suspicious interaction is determined, the member may be prompted to enter their one-time password sent through SMS text or email.
How does a member register for Increased Authentication?
Members are prompted to sign up for Two-Step Verification on the Online Banking or Mobile App login screen. Members will be asked to register an email or SMS text enabled phone number to receive a one-time password when the risk engine detects suspicious login activity.
How does a member log in to their Online Banking with Increased Authentication?
The Increased Authentication risk engine works invisibly in the background so that only suspicious activity is challenged by entering a one-time password to let the system know the login has been authenticated and can proceed normally.
What happens when a member enters their one-time password incorrectly?
Members will be given three attempts to enter the one-time password correctly. If the temporary code is input incorrectly three times, the member will be locked out of Online Banking and will need to contact Member Support to unlock the account.
What happens if I do not use the temporary password right away?
Members will have a 10-minute window to enter the temporary password. After 10 minutes, the temporary password will expire. Members will have to request a new temporary password by selecting “We can send you a new verification code.”.
Can a member register for Increased Authentication via both SMS text and email?
Yes, however, during your initial enrollment, you can only register one of either a mobile phone number or an email address. Then, after enrollment, you can update your contact information to add the second notification channel:
- Online Banking: click the Profile and Preferences page.
- Mobile App: click Settings.
Can I register for more than one phone number or email address?
No. The Two-Step Verification is linked to a single mobile phone number and a single email registration
How long should I wait for the SMS text message or email to arrive?
In most cases, notifications should arrive almost immediately, but a member should wait several minutes before requesting a new code using the “send new code”. If after several attempts a code is still not received, please contact Member Support.
Will enrollment in Two-Step Verification affect my current configurations or settings?
Yes. Member configurations or settings for Touch ID and QuickView on the Mobile App and enabling memorized accounts (the “Remember Me” option selected during a login) must all be re-configured by members after enrollment in Two-Step Verification.
What if I lose my mobile phone or my email has been compromised?
Call Member Support. You will be required to re-enroll for Two-Step Verification at your next login.
What if I am travelling internationally?
There is no limitation on sending verification messages internationally to mobile phones under Two-Step Verification. Members should receive their SMS texts while travelling if their mobile phone plan provides international roaming and they are in an area with good mobile service.
What if I use multiple Member Cards to log on?
Each Increased Authentication enrollment is linked to one Member Card. If a member has multiple Member Card numbers with unique logins, they must register for Increased Authentication with each Member Card.
What if I get a new Member Card?
If a member changes their Member Card (due to, for example, a lost card), Parama will use a migration tool so there will be no impact to members when they get a new card.
When does a member get locked out of Online Banking?
Members will be locked out of Online Banking if they fail to enter the correct temporary verification code three times.
When logging in, the member sees the error "Sorry, your account has been locked out. For assistance, please contact your institution". What should I do?
Contact Member Support. Only Parama Staff can unlock your account.
What is Increased Authentication?
Increased Authentication is a security feature that strengthens online and mobile banking security by using Two-Step Verification during high-risk activities. It uses a risk engine to assess user activities and identify high-risk situations where stronger authentication is required. When suspicious interaction is determined, the member will be prompted to enter a one-time password sent through SMS text or email.
What are the benefits?
- Protection – your finances and personal information are safe with you.
- Peace of mind – You’re being protected from privacy and cybersecurity breaches.
- Control – You have control over your personal information.
- Awareness – Keeping you more informed to make better decisions to protect yourselves.
How does a member register for Increased Authentication?
Members are prompted to sign up for Two-Step Verification on the Online Banking or Mobile App login screen. Members will be asked to register an email or SMS text enabled phone number to receive a one-time password when the risk engine detects suspicious login activity.
How does Increased Authentication work?
Increased Authentication works by establishing typical member usage patterns by device, location and other habits and making it easier for fraudulent behaviors to stand out. When a new login location or device is used, the member may be prompted to enter their one-time password.
How does a member log in to their Online Banking with Increased Authentication?
The Increased Authentication risk engine works invisibly in the background so that only suspicious activity is challenged by entering a one-time password to let the system know the login has been authenticated and can proceed normally.
What happens when a member enters their one-time password incorrectly?
Members will be given three attempts to enter the one-time password correctly. If the temporary code is input incorrectly three times, the member will be locked out of Online Banking and will need to contact Member Support to unlock the account.
What happens if I do not use the temporary password right away?
Members will have a 10-minute window to enter the temporary password. After 10 minutes, the temporary password will expire. Members will have to request a new temporary password by selecting “We can send you a new verification code.”.
Can a member register for Increased Authentication via both SMS text and email?
Yes, however, during your initial enrollment, you can only register one of either a mobile phone number or an email address. Then, after enrollment, you can update your contact information to add the second notification channel:
- Online Banking: click the Profile and Preferences page.
- Mobile App: click Settings.
Will duplicate verification codes be sent by both SMS text and email when both mobile phone numbers and email addressed are registered?
No. During each Increased Authentication where the member has multiple notification channels registered, the member will be presented with a Select Verification Method page where they must select which channel they wish to be notified through.
Can I register for more than one phone number or email address?
No. The Two-Step Verification is linked to a single mobile phone number and a single email registration
What should I do if I did not receive the SMS text message or email with the verification code?
After waiting a reasonable amount of time, try re-sending the code using the “send new code” option on the Enter Your Verification Code page.
How long should I wait for the SMS text message or email to arrive?
In most cases, notifications should arrive almost immediately, but a member should wait several minutes before requesting a new code. If after several attempts a code is still not received, please contact Member Support.
Will enrollment in Two-Step Verification affect my current configurations or settings?
Yes. Member configurations or settings for Touch ID and QuickView on the Mobile App and enabling memorized accounts (the “Remember Me” option selected during a login) must all be re-configured by members after enrollment in Two-Step Verification.
What if I lose my mobile phone or my email has been compromised?
Call Member Support. You will be required to re-enroll for Two-Step Verification at your next login.
What if I am travelling internationally?
There is no limitation on sending verification messages internationally to mobile phones under Two-Step Verification. Members should receive their SMS texts while travelling if their mobile phone plan provides international roaming and they are in an area with good mobile service.
What if I use multiple Member Cards to log on?
Each Increased Authentication enrollment is linked to one Member Card. If a member has multiple Member Card numbers with unique logins, they must register for Increased Authentication with each Member Card.
What if I get a new Member Card?
If a member changes their Member Card (due to, for example, a lost card), Parama will use a migration tool so there will be no impact to members when they get a new card.
What is the "Register this computer" checkbox used for?
If a member checks the “Register this computer” checkbox, a cookie is placed on their computer (browser) for identification purposes and marked as a “”trusted”” computer. Although there is no limit to the number of computers that can be registered, a member should register their computer only if they are the owner of the computer (such as a home PC).
Why does the member see the "Register this computer" checkbox even though they checked/registered it previously?
Every time the member clears their computer browser’s cookies, they are prompted to register their computer again.
When does a member get locked out of Online Banking?
Members will be locked out of Online Banking if they fail to enter the correct temporary verification code three times.
When logging in, the member sees the error "Sorry, your account has been locked out. For assistance, please contact your institution". What should I do?
Contact Member Support. Only Parama Staff can unlock your account.
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