Frequently Asked Questions for Multi Factor-Authentication

Why is my online experience changing?

In order to make your online service experience as secure as possible and conform to new government regulations, we are introducing added security features. For the most part your online experience will be the same as before. Only now you will have an extra layer of security working behind-the-scenes to protect your account. The new security may prompt you to verify your identity before continuing. This means you can now bank online with an even greater sense of confidence.

What is this new security system?

If we detect any activity that does not fit your typical behavior, we will prompt you to further verify your identity to ensure it is you, and not a fraudster attempting to compromise your account. The extra verification will only happen when you use a computer that is not your normal computer (not verified), or a computer that you have elected us to monitor.

How do I get started with the new security system?

You will be prompted to set-up your secondary password and to fill out the security questionnaire. You do not need to do anything to initiate this process.

To see how to complete the initial setup of the new features, please visit our setup page.

How much will it cost?

There is absolutely no cost associated with the new security system. This is just part of our on-going commitment to providing you with high levels of security.

What is the verification phrase?

Once you set up the verification phrase it will appear whenever you successfully log in to online banking. This phrase provides additional protection in two ways. First, it verifies that you have successfully logged on to online banking. Second, it verifies that you are at the correct site. Because fraudsters can create websites that look similar to the real website, the presence of this phrase lets you know you are indeed visiting a legitimate site. If you ever visit online banking and do not see your verification phrase you should contact Sound immediately at 800-562-8130 or 253-383-2016.

What is a security key?

When a browser is authenticated, a security key is attached to that browser. If you choose to download the Trace Assure toolbar, the key will be sent to each authenticated browser on that computer. This means the secondary password will not be asked when you log in. If you do not want to authenticate a computer, then you will have to use the secondary password whenever you access your account at that computer. This would be an advantage if you were at a public computer and did not want to give permissions to that computer.

How do I know it is working?

After you complete the set-up process, the new security system will work automatically. That means you are being protected every moment - when you are online and more importantly when you are not.

Is my personal information still safe?

Yes. In fact, your personal information is safer than ever before because of the additional security enhancements.

How will this help prevent online fraud?

If your user ID and password are stolen, the fraudster would have to be able to answer your secondary password correctly before accessing your account. If the fraudster is not able to provide this information, the activity would be blocked. This added layer of security helps us protect your online account at all times.

I check my account very often, wouldn't I know if something unusual showed up on my account?

It is always a good idea to regularly monitor your account for any unusual activity. This security service helps prevent those incidents from ever occurring, so when you check your account everything is exactly how it should be.

I share my computer with someone who has a different account. Can both of us still log-in from this computer?

Yes, you can both use the same computer to log into your individual accounts. There is no limit to the number of people that can log into various websites from the same computer. However, for added security you should consider choosing secondary passwords and verification phrases that only you will know the answer to.

My spouse and I have a joint account. Will we both continue to be able to log into the account?

Yes, you can both continue to log into the account as usual. However, you may want to establish your secondary password together so that you both know the answers if you are ever prompted to provide additional information when logging in.

I already have anti-virus software and a personal firewall. Why do I need this?

We are glad to hear 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. These new security features protect against other kinds of threats such as a stolen user Id and password. It works with your other personal security programs, but it does not replace them.

What is a secondary password?

The secondary password is an additional password which will only be required when you log on from a computer other than the one you did your initial setup on. The secondary password will be entered using an on-screen keyboard that you click with your mouse. During a normal log on, you should still use your regular (old) online banking password.

In what order do I enter my passwords?

When you first attempt to log in please enter your account number then click ’continue’. The next screen will display your verification phrase and a space to enter a password. Enter in your original online banking password and click ’continue’. Depending on the level of authentication, you may be required to enter a secondary password. The secondary password was set up when you created your mult-factor profile. The secondary password will be entered into an onscreen keyboard?

How do I change my multi-factor settings (texting, verification phrase, password) ?

If you would like change any settings for your new security features, you can do so by clicking the checkbox labeled "Change two-factor options" under your first password when you log in.

What do I do when I receive the following message: We were unable to validate your security key. Because you have not completed your initial setup, you must log in using the computer you were using during your multifactor setup?

Call our Contact Center at 253-383-2016 (toll free 1-800-562-8130) during normal business hours to have your two-factor settings reset.

When attempting to log in I do not see a place to enter in my account number?

The most likely cause of this error is your JavaScript settings. To fix this problem:
In Internet Explorer:

Click the "Tools" menu and select Internet Options
Click the "Security" tab
Click the "Custom Level" button
Scroll down to the section labeled "Scripting". The entries for "Active Scripting" and "Scripting of Java applets" must both be set to "Enable."
After clicking the "Enable" buttons, click OK, then click OK again to exit the Internet Options menu.

With the old system, my account number and password showed up automatically. With the new system, these no longer show up. What do I do?

You are referring to a feature called AutoComplete that was setup for the old login page. AutoComplete stores information (i.e.. account numbers and passwords) on a page-per-page basis. With the new security settings, Sound Credit Union uses a new login page; therefore your old AutoComplete settings no longer work with the new system. If you have forgotten your account number and/or password, please call our Contact Center at 253-383-2016 (toll free 1-800-562-8130) during normal business hours and someone will assist you.