By default, users are locked out of online banking after (5) invalid passwords are entered for their username.
An email notification is sent to the user upon lockout.
Users can use the Forgotten Password tool to reset their password and unlock their account.
Step 1:
Access the tool by clicking "I can't access my account" link
Step 2:
Enter one of the two phone numbers that you currently have set-up for MFA. Please note that after (3) invalid phone numbers are entered, you are locked out of the account. If this happens you will need to call the Credit Union to be reset.
There will be a green button below to click to have a new password sent to you.
Step 3:
The system will generate a 6 character temporary password (containing letters and numbers) to the phone via a voice call (or text if it is enabled). Email is not an option.
Step 4:
You must enter the temporary password a second time, then create a new password and confirm. After doing so, you will be taken into online banking.
