If a member's PIB profile requires him to answer one of his three Security Questions in order to log in to online banking, there will be a button on the login page to "ask me a different security question."  If the member cannot answer any of the questions, he cannot log in.  This feature was designed so that if the member set up questions but then forgets the answer to one of them, there is still a way for him to answer a question and log in. 

Remember that if the member doesn't have a PIB profile that requires login questions, then the only time the Security Questions are asked is when resetting a password online.  In that case, all three questions must be answered correctly in order to reset the password.

After logging in successfully, members can click the Preferences button then My Security Questions and change the question and answer to one that is easier to remember.

If the member forgets the answers to all three questions, he will need to contact the CU to have the questions reset.  Make sure your staff knows the proper procedures to verify a member's identity if this is necessary!