Online Banking Password Reset

This screen enables users, who have forgotten their passwords, to verify their identities in order to reset their passwords.

Depending on the settings of your financial institution, the header and footer text may or may not appear on this screen. Header appears just below the title of the screen and the footer appears at the end of the screen.

NOTE

The Reset Not Allowed message appears, if
- the Secure Sign-On challenge verification is enabled but the Secure Sign-On server is not available.
- the Secure Sign-On or OLB challenge verification is dependent on some specific core and the core is not available.
- the OLB challenge question is enabled as a required verification and the challenge question and answer are not set.

To verify your identity

1. Complete the requested information.

   NOTES

   Depending on your financial institution's settings, some of the following fields may or may not appear.
   
   You must provide the information for all the fields that appear under the Please enter ALL of the following section, if available.
   You can provide the information for any one of the fields that appear under the Please enter ANY ONE of the following section, if available.

   • SSN or CIF - Enter the SSN or CIF of the user for the verification purposes. Depending on your financial institution's settings, you may need to enter the complete number or just the last 4 digits of the number.

   • Mother’s Maiden Name - Enter the maiden name of the mother of the user.

   • Zip Code - Enter the Zip code of the area where the user resides.

   • Home Phone OR Phone Number - Enter the home phone number of the user.

   • Birth Date - Enter the date of birth of the user.

   • Driver’s License - Enter the driver's license number of the user.

   • ATM/Debit Card OR ATM Card Number - Enter the ATM or Debit card number (as required) issued to the user in the core banking system. Depending on your financial institution's settings, you may need to enter the complete number or just the last 4 digits of the number.

   • First Name - Enter the first name of the user.

   • Last Name - Enter the last name of the user.

   • SSN or TIN - Enter the SSN or TIN of the user for the verification purposes. Depending on your financial institution's settings, you may need to enter the complete number or just the last 4 digits of the number.

   • Address - Enter the address of the user for the verification purposes. Depending on your institution's settings, you may need to provide the details for any or all the following fields: Address Line 1, Address Line 2, Address Line 3, City, State, and Postal Code.

   • VRU Pin - Enter the VRU personal identification number (PIN) assigned to the user in the core banking system.

   • Account Number - Enter the account number of the verification account.

   • Last Deposit - Enter the whole dollar amount of the last deposit made to the verification account.

   • OLB Challenge Question and Answer - Enter the answer for the question that appears as disabled. Your answer must exactly match the answer that you provided for the same question on the Password Challenge screen. The verification will not be case sensitive.

   • Secure Sign-On Challenge Questions and Answer - Enter the answer for the question that appears as disabled. Your answer must exactly match the answer that you provided for the same question on the Password Challenge screen. The verification will not be case sensitive.

2. Click Submit. Once the system successfully verifies this information, the Online Banking Password Reset screen appears.