Increased authentication

1. Why do I need to have increased authentication on my online bank account? Expand/Collapse

Increased Authentication was developed in response to increased incidents of online bank fraud experienced by all financial institutions. By adding these new security features, it will be more difficult for someone to steal your account information through a process called phishing.

Phishing is the creation of e-mails and websites that replicate existing, genuine websites and businesses. These sites try to lead you to believe that the requests for information are coming from a legitimate source, and scam you into providing personal, confidential information that can be used to commit other crimes.

Please remember that we will never contact you to confirm any of your existing passwords, account numbers, or personal information via phone or email. Once you have set up your security image, phrase and questions, you will never be asked to confirm these choices via phone or email.

2. How do I set up increased authentication? Expand/Collapse

When you log into online banking, you will be prompted to set up the increased authentication. The process will involve selecting security questions and providing answers. Follow the on-screen instructions to choose your unique questions and answers. Pick options you know you will remember.

If you are configuring a joint account, choose questions and answers that are known to the individuals sharing the account.

At the end of this process, you will be asked to register your computer as a “trusted” computer. Our system will remember this computer and every time you log in from it. While you can designate more than one computer as a “trusted computer”, we recommend you register computers where you are the sole user (e.g. your home PC or personal work PC).

If you are having difficulty setting up these security features, contact us.

3. Can I change my security questions and/or answers? Expand/Collapse

Yes. You can edit these features anytime and it’s a good idea to do so on a regular basis. The purpose of changing your Personal Access Code (PAC) or security questions and answers is to help protect your personal banking information from being fraudulently retrieved.

While we recommend you regularly change your PAC you won’t be prompted or required to do so.

To change these security features, click “My Profile” at the top of the screen after logging into online banking. On the left hand side choose to change your PAC or security questions. There is no limit to how often you can change this information.

If you are configuring a joint account, choose questions and answers that are known to all of the individuals sharing the account.

4. Can the joint account holder have different answers than mine for the security questions? Expand/Collapse

No. The joint account holders will be logging in to the same account, so you can’t each have different questions and answers. Choose questions and answers that are known to all the individuals sharing the account.

5. What if the webpage or email communication looks fraudulent? Expand/Collapse

If you are on a web page or receive an email that you think may be fraudulent, do not enter your Personal Access Code (PAC), shut down your computer immediately, restart, type directly into your browser and try again. Forward the web page and/or email to

6. If I don't remember my security questions or answers, how do I reset them? Expand/Collapse

To reset your security questions, contact us and we can help reset your questions.

7. Is resetting my security questions the same thing as resetting my PAC? Expand/Collapse

No. If you’re locked out of online banking because you have failed to enter your PAC correctly, you are not locked out indefinitely. Wait until the next business day and your PAC will automatically unlock. If you’ve forgotten your PAC, you will need to contact us to have it reset.

If you remember your PAC but have forgotten the answers to your security questions, your security questions will not unlock automatically. To unlock and reset your security questions, contact us. After you contact us, your online banking will be unlocked by the next business day. The next time you log in, you will be prompted with the same security questions and answers.

8. Do I need to register my home computer? Expand/Collapse

No. You are not required to ever register a computer. This security feature is for your protection and convenience. Registering your computer allows you to bypass answering a security question when you log into online banking from that computer.

9. Can I register more than one computer? Expand/Collapse

Yes. You can register as many computers as you require. Remember that to best protect yourself, only register a computer where you are the sole user (i.e. home computer). Don’t register computers that are shared, like computers in libraries or shared work computers.

10. What if I register a public computer accidentally? Expand/Collapse

If you accidentally register a computer, you place a “cookie” on that computer. To deregister the computer, simply clear the cookies using the following steps:

  • Click “Tools” on your browser
  • Select “Internet Options”
  • Select “Delete Cookies”
  • If you are having difficulty setting up these features, contact us.

11. What are cookies? Expand/Collapse

A cookie is a small information token that sits on your computer. As you are using the Motive site, cookies are passed back and forth between our server and your browser. While cookies can be used for a variety of reasons, we only use cookies if they benefit our clients.

Specifically, we use two kinds of cookies—session cookies and persistent cookies. A session cookie exists only for the length of your browsing session and is deleted when you close your browser. A persistent cookie is a cookie that stays on your computer after you close your browser. A persistent cookie may or may not expire on a given date.

We use a session cookie to maintain the integrity of your Internet banking session. With each page that you visit, the cookie is passed back and forth between our server and your browser. We use the cookie to distinguish your session from the many others that may be happening at the same time. Our session cookies never store any personal information, such as your name, or date of birth, or financial information, such as your accounts and balances.

Most recent browser versions allow the user to set some level of control over which cookies are accepted and how your browser uses them. Many browsers will allow you to accept cookies from only known, reliable sites that you select such as the Motive site. If you are concerned about cookies, we encourage you to upgrade your browser to a recent version and review the Help section of your browser to learn more about its specific control features.


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