Internet Banking Security Upgrade
The First Day
What will I experience when I log in to my online banking account the first day after the security upgrade?
Step 1:The system will check your current access ID and password to see if they meet the new security standards stated above. If the access ID and/or password need to be updated, you will be prompted on screen to make the change before proceeding. Otherwise you will see a message stating that your login is fine.
Step 2: The system will check if your phone number(s) are registered. If any phone numbers are identified, the system will display them and allow you to review and edit these numbers if desired. If you do not have any phone numbers registered, you will be prompted to enter up to two phone numbers. These numbers will be used to send you a one-time passcode via a voice call or SMS text message (you choose the method). If you do not have a phone, then you can elect to receive your one-time passcode through email. You will be able to click a link to provide an email address during this step. By default you will be shown the email address within your online banking profile, and any change to this email address will be saved as your primary email address within your online banking profile.
Step 3: Finally, you will need to respond to a secondary challenge with any of your registered devices from Step 2. You will have the opportunity to go back to Step 2 to provide a new device if you realize you have made an input error. Once you have successfully completed the secondary challenge, you will see a confirmation message and you will have the option to have your computer (or mobile device) remembered so that you can skip this step in the future. Note: If you enabled a phone number for SMS in Step 2, you will not be challenged again given that SMS enrollment requires you successfully complete a challenge there; instead, you will be presented with a success message and can choose for your device to be remembered before entering online banking.
Frequently Asked Questions
Q: Why am I being asked to go through this security upgrade?
A: We are upgrading the overall security of your internet banking experience. It is our commitment to keep your accounts safe, while adopting the latest security requirements.
Q: I don’t want this new security. How can I get back to the old security?
A: Challenge questions are being removed and stronger user id’s and passwords are being required. This new experience is designed to protect you and your finances. The only option to continue accessing your accounts is with this new experience.
Q: Is there any problem with the security of my bank account?
A: There are no issues with the security of your accounts. All American Bank Internet Banking users are required to go through this upgrade. This is to further protect the security of your accounts.
Q: Why wasn’t I notified of this change?
- We posted information about the upgrade on our website about 5 weeks prior to the upgrade.
- We also posted messages within our Internet Banking to alert you of the upcoming changes.
- I do apologize if you did not see these changes. We have Customer Support staff available to help you. Please call 254-412-2000 and ask for Customer Service during regular business hours. If you need assistance after hours, please email firstname.lastname@example.org and someone will contact you.
Q: Will I have to do these steps again if I use a different computer or device to access Internet Banking?
A: No, these are one-time steps. However, when you log into Internet Banking from a different computer or device the next time, you will be required to enter a one-time passcode.
Q: I do not have a phone available right now. Can I still go through this process?
A: Yes, you can select to have the one-time passcode sent via email.
Q: Do I have to have a cell phone to complete this process?
A: No, you can use any phone that receives calls. You will simply need to record the one-time passcode delivered via phone.
Q: I do not have text enabled on my phone. Can the verification code be emailed?
A: Yes, you can select to have the code sent via email or you can have it call the number.
Q: I don’t want to change my username?
A: I understand the reluctance to change. However, in order to continue logging in, you will be required to change. Please understand, this change is designed to protect your accounts and not meant to be an inconvenience. Thanks for your understanding. A Customer Support rep is available during regular business hours at 254-412-2000 to walk you through the process if you need assistance.
Q: What are the requirements for my username?
- 6-20 characters
- Cannot be all numbers
- Can contain numbers, letters, and the following characters: @$*_-=!~
Q: What are the new password requirements?
- 6-32 characters
- Must contain at least 2 letters, numbers, and special characters.
- Cannot contain spaces
- Cannot be part of the Access ID/Username
Q: I don’t have time for this right now. I just need to get into my account?
A: We will be glad to provide you with balance or transaction information. However, before you will be able to access your accounts through Internet Banking, you will need to complete this process. A Customer Support rep can be reached at 254-412-2000 during regular business hours to walk you through the process if you need assistance.
If you need assistance after hours, please email email@example.com and someone will contact you.
Q: What happened to my challenge questions?
A: Research has determined that challenge questions are not as secure as one-time passcodes due to the availability of information via public records, social media, etc. Because the security of your accounts is of upmost importance to us, we are moving from challenge questions to one-time passcodes.
Q: Where is my Bill Pay tab?
A: Bill Pay is now located under Payment Manager but keep in mind you can access everything from the home page.
Q: Where is my Account Transfer tab?
A: Account Transfers are now under the Move Money tab.
Q: Where is my Financeworks tab?
A: Financeworks is now located under the Manage Money tab.
Q: Where is Preferences?
A: You can now access your settings, passwords and delivery methods through My Profile.