First remind the member they can click "Ask a different security question" to rotate to one of their other questions to log in.  If that works, then they should immediately click Preferences then My Security Questions and set up some new ones they can remember.

If they can't remember any of their questions, you can reset them. Carefully follow CU procedures for verifying identity.  Security questions are designed as an extra layer of security, so be careful! Credit unions have lost money on scams where someone pretends to be the member to get everything reset and gain access to someone else's accounts. Refer to the directions below for directions on security question reset in CBX.

If you have any doubts as to whether the person is actually the member, for the member’s own protection you may prefer ask them to come into the credit union to verify their identity and get set up again.