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!
- Launch Tool #14 Member Personal Banker
- Choose “Reset Online Banking security questions”
- Use Delete to confirm (this will simply delete the answers; you won't be able to see the questions or the answers)
- Tell the member to immediately log in with their password, then they will be prompted to set up 3 new Security Questions
(You can also access this feature by clicking the Online Banking button in Inquiry and Phone Operator screens, then using Reset Questions.)
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.