Online Banking FAQs
Why did First Tech add a new security to Online Banking?
What is this new security feature?
Why did First Tech choose this new security feature?
How will this new security feature recognize my typing rhythm?
What if I share the same username and password with another person in my household?
What if this new feature doesn’t recognize my typing rhythm when I login?
What happens if I don't have challenge questions set up on my account?
What if I forget the answers to my challenge questions?
Am I required to use challenge questions? Can I opt out of this feature?
Why am I being prompted to download Flash?
I have tried to download Flash but still receive the page that says I need Flash. What do I do?
Why does my username get erased when I hit backspace?
After I hit ‘submit’ there was a slight delay. Why?
Why doesn’t my Password Management software work with the new login page, and why can’t I cut and paste it into the fields?
I cannot see any of the login fields, why?
What browser versions are supported with the new security?
What if I can’t use this new login page? What can I do?
Why did First Tech add a new security to Online Banking?
We’ve added this security enhancement to offer you an additional layer of protection against identity theft and fraudsters impersonating legitimate businesses online. Our goal is to ensure that you - and only you – can access your online accounts. Additionally, this enhancement complies with federal regulations mandating "multi-factor authentication" for online account access.
What is this new security feature?
This new security feature uses biometrics to help verify your identity. By definition, biometrics is the measurement of physical characteristics for use in verifying identity. Essentially, our new security feature measures the rhythm at which you type your password. This feature does not keep track of your actual password. It only measures HOW you type, not WHAT you type.
Why did First Tech choose this new security feature?
After reviewing the federal guidelines for multi-factor authentication, we spent a great deal of time evaluating the various multi-factor authentication tools available. After extensive research, we are confident that this new feature provides the highest level of security and is the least intrusive solution for you, our members. By design, multi-factor authentication is meant to provide an additional layer of security to protect you, which can mean some extra steps. However, unlike other solutions that may require additional hardware or software or even require you to answer challenge questions every time you bank online, we believe this new feature provides you the highest security with the least amount of intrusiveness. .
How will this new security feature recognize my typing rhythm?
The first phase of implementation for this new security feature began in March of 2007. For the past several months, our new security feature has been measuring your typing rhythm when you login to Online Banking so that it would be prepared to recognize your rhythm upon full implementation of this new feature.
What if I share the same username and password with another person in my household?
For your protection, our new security feature only authenticates one typing rhythm for each username and password. If you currently share a username and password, your typing rhythm may not match the typing rhythm on record. If it does not recognize your typing rhythm you may still login, but we will ask you to answer a challenge question before attempting certain Online Banking transactions. To avoid challenge questions, it is best to establish separate usernames and passwords for each person. If you wish to establish separate usernames and password, please call 800.637.0852.
What if this new feature doesn’t recognize my typing rhythm when I login?
If you have entered the correct username and password, but we are unable to recognize your typing rhythm, then we will ask you to answer one of your challenge questions correctly to complete certain Online Banking transactions.
What happens if I don't have challenge questions set up on my account?
The first time you login to Online Banking after November 6, 2007, we will take you to the “Challenge Question Setup” page. There, you will select three different challenge questions from a list of questions that we provide and provide answers to them. When you select your challenge questions, choose something you just “know” the answer to so that you do not have to remember something new.
What if I forget the answers to my challenge questions?
You will have one opportunity to answer each of your three challenge questions correctly before the system locks you out. If you are locked out, please contact us at 503.644.4034 or 800.637.0852 for assistance.
Am I required to use challenge questions? Can I opt out of this feature?
We believe that challenge questions are the least intrusive form of "multi-factor authentication" which Federal regulation mandates all banks and credit unions support. The use of this feature adds an additional layer of protection to your First Tech online account(s). Federal regulations do not allow individual members to opt out of this security feature.
Why am I being prompted to download Flash?
First Tech’s new Online Banking security feature requires a minimum of Flash 6.0. If you don’t have Flash, or need to upgrade your version of Flash, you can download it for free by clicking here. You can also find additional upgrades needed for your version of Flash at Adobe's support web site.
I have tried to download Flash but still receive the page that says I need Flash. What do I do?
If you’re using Internet Explorer, you will also need to enable the ActiveX component. When you download Flash you may be prompted to install ActiveX. After installing Flash and ActiveX, make sure ActiveX is enabled by following these steps:
- From your browser menu go to Tools > Internet Options
- Click on the Security Tab
- Click on Custom settings
- From the checklist find "Run ActiveX Controls and Plug-ins
- Make sure that "enabled" is checked
- Save your changes then close and re-open your browser
You may also find that with the newer version of Flash you will also need to install Shockwave. Following the steps below will allow for a clean install.
Why does my username get erased when I hit backspace?
Our new Online Banking security feature uses the rhythm at which you type your password to verify your identity. So, if you enter an incorrect character by mistake and hit backspace, this will impact the rhythm. It’s more efficient to simply retype your username.
After I hit ‘submit’ there was a slight delay. Why?
Because the security features uses biometrics to recognize your typing rhythm, it takes an extra moment to process your username and password. This delay is only slightly longer than it was before. For your convenience, we’ve added a status bar so you know the login process is working correctly. You will automatically be directed to your accounts page if your username and password are positively verified.
Why doesn’t my Password Management software work with the new login page, and why can’t I cut and paste it into the fields?
Our new Online Banking security feature uses the rhythm at which you type your password to verify your identity. So, if you enter an incorrect character by mistake and hit backspace, this will impact the rhythm. It’s more efficient to simply retype your username.
I cannot see any of the login fields, why?
We have discovered this issue if you are using an ad blocker plug-in like the one provided by the Fire Fox browser. You can disable ad blocker specifically for the online banking login site which will then allow you to see the fields and login to your account. You may also see a page display letting you know that we have detected ad blocker. If this is the case you can disable your ad blocker for the login page and then use the link provided to attempt your login again.
What browser versions are supported with the new security?
A list of compatible browsers can be found at http://www.firsttechcu.com/home/security/online_banking/online_banking_security.html
What if I can’t use this new login page? What can I do?
We understand that some members may not be able to use this added security measure due to browser differences and other software incompatibilities, therefore we have created an alternate login page for you to use. Alternate Login.
Please note: If you use the alternate login, you will always be prompted to answer a challenge question when you attempt the first online transaction. Successfully answering the question will allow you to proceed throughout the online session.
For questions, please click here.
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