Login Security Enhancements



As of July 27, the way you log into online banking from your personal computer or mobile phone will look different.

Why? We’re improving your online banking security and setting things up for enhancements that will make online and mobile banking even better.

The first thing you’ll notice is a new login page. While it won’t look the same as what you’re used to, as long as you see “kscu” in your browser bar, you’ll know it’s still us.

After logging in, you’ll be asked to enroll in 2-Step Verification - a more secure way to verify your identity. Instead of answering security questions, you’ll input a code which would have been sent to either your email address or mobile phone number. This saves you from having to remember answers to those questions you set up so long ago.

Okay, that makes your account more secure, but how does it make online banking better?

Here’s how…

Have you ever forgotten your password and locked yourself out of online banking?

And, wouldn’t it be great to be able to reset it yourself, before getting locked out of your account?

With our new login, you can!

Along with a new online banking login screen and 2-Step Verification we’re introducing a new ‘Forgot Password’ feature. You’ll find this option on the new login screen but to be able to use this option, you need to be enrolled in 2-Step Verification first.

You’ll be able to verify your identity and reset your online banking password easily and securely on your computer or mobile device. You can reset on the go or from the comfort of home whenever you need to.

Want to learn more? Click on the tabs below.

2-Step Verification

Once launched, each time you login, you’ll be asked to enable 2-Step Verification. You’ll have three months to enroll.  After that, you must enroll to complete your login.

  • 2-Step Verification replaces the three security questions we use today with a one-time verification code sent by text message or email
    • One-time codes are more secure, and there is no need to remember any answer
  • You can update your 2-Step Verification settings anytime through the Profile and Preferences screen in online banking, or the Security screen on the Mobile App. 

    Forgot Password Tool

    If you’ve forgotten your password, remember you only have three tries before you are locked out. You must reset your password before you are locked out, so after two unsuccessful tries, be sure to reset it.

    If you do lock yourself out, you’ll have to contact us for assistance.

    • Resetting your password is easy, just follow the prompts.
      • From our new login-screen, select ‘Forgot Password’.
      • Provide the requested ID verification information for the member listed first on the account:
        • Date of birth or last 3 digits of Social Insurance Number
      • Receive and enter your 2-Step Verification code.
      • Enter and re-enter your new password.

    NOTE: At this time, the ‘Forgot Password’ tool is not available to businesses, organizations or Small Business Online Banking users.




    FAQs

    New Login

    The login page looks different. How do I know it’s really Kootenay Savings? Expand/Collapse

    You can see from the lock icon the site is secure and from the “kscu” in the URL address that it’s us.

    Why are you changing the login process? Expand/Collapse

    We’re changing the login process to enhance your online security. 2-Step Verification is a more secure option than answers to security questions because it uses something you know (like your account number) and something you have (like your mobile phone or email) which makes it harder for hackers.

    Our new login process also sets us up to roll out other enhancements like the ability to reset your own password using the ‘Forgot Password’ feature, as well as other beneficial new features in the future.

    2-Step Verification

    Why is Kootenay Savings moving from security questions to 2-Step Verification? Expand/Collapse

    Two-Step Verification is a more secure means of verifying identity than security questions. Two-Step Verification requires the member to enter something they know (their password) and verify it with something they have (like their mobile phone or email). Hackers are less likely to be able to obtain both, and therefore the login is more secure.

    Now that I’ve enrolled in 2-Step Verification my memorized accounts are missing, what do I do? Expand/Collapse

    On the login screen you’ll see on the option to ‘Remember Me’. Once you select your branch and enter your member number and password, check the box beside ‘Remember Me’. On the line directly below the words ‘Save Login Profile’ add a nickname for your account, then select the ‘Login’ button. You’ve added your first login profile! You can manage your login profiles from the login screen.

    Now that I’ve enrolled in 2-Step Verification my Face/Touch ID doesn’t work on my iOS mobile app, what do I do? Expand/Collapse

    First, you’ll need to add at least one memorized account during the login process.

    On the login screen you’ll see the option to ‘Remember Me’. Once you select your branch and enter your member number and password, check the box beside ‘Remember Me’. Add a nickname for your account, then select the login button.

    Next, you can re-add your Touch ID. Select “Settings” from the home screen or hamburger menu of the mobile app. Select “Face/Touch ID” and follow the prompts.

    Now that I’ve enrolled in 2-Step Verification my QuickView doesn’t work, what do I do? Expand/Collapse

    First, you’ll need to add at least one memorized account during the login process.

    On the login screen you’ll see the option to ‘Remember Me’. Once you select your branch and enter your member number and password, check the box beside ‘Remember Me’. Add a nickname for your account, then select the login button. You’ll then be asked if you’d like to enable QuickView.

    If you’d like to enable QuickView after you’ve logged in, select “Settings” from the home screen or hamburger menu of the mobile app. Select “Account Preferences” and follow the prompts.

    I don’t have an email address or mobile phone number. What do I do? Expand/Collapse

    Getting an email address is your easiest option, and there are many free versions available. Having an email address can be helpful in many situations. Here are a few email options to consider. These options are called “webmail” which means you access them from your internet browser. This makes them accessible from wherever you have an internet connection.

    I have more than one account at Kootenay Savings. Can I use the same mobile number and email address for my other accounts? Expand/Collapse

    Yes, you can use the same mobile number and email address on multiple accounts when you enroll in 2-Step Verification.

    My email address or mobile phone number has changed, but I didn’t update my 2-Step Verification settings in online banking and now I can’t receive my 2-Step Verification code. Expand/Collapse

    If you’ve changed email address or mobile phone number, or even lost your mobile phone call us at 1.800.665.5728. We can unenroll you from 2-Step Verification. The next time you log in, you can re-enroll with your updated information.

    Why am I not receiving my 2-Step Verification code? Expand/Collapse

    If you are receiving your 2-Step Verification code to an email address, check your “junk” or “spam” folder, as sometimes new email senders can be flagged incorrectly. The email address of the sender of your verification code is donotreply@kscu.com.

    If you are receiving your 2-Step Verification code to a mobile phone be aware that sometimes there are delays with a carrier delivering your code to you. If this persists, please contact us at 1.800.665.5728 to let us know about the issue and who your mobile phone carrier is.

    There is more than one signer accessing online banking. Do we each enroll in our own 2-Step Verification? Expand/Collapse

    Users who share the same online banking account share the same 2-Step Verification settings. Right now, users can receive their 2-Step Verification code to one email address and one mobile phone number. If the 2-Step Verification code needs to be accessed by more than one person it is recommended to use a method that can be accessed by each person, such as a shared email address.

    I want to register more than one mobile phone number or email address. Expand/Collapse

    Currently, 2-Step Verification supports only one mobile phone number and one email address. It is on the list of planned enhancements to allow for multiple mobile phone numbers and multiple email addresses.

    Why am I asked to enter a verification code at every log in? Expand/Collapse

    2-Step Verification is a new authentication tool that is learning your normal log in habits. This enables it to distinguish between a normal log in and a high-risk log in. Over time, a normal log in will be recognized and the number of times you are prompted to enter a verification code will reduce.

    Forgot Password

    Why can’t organizations or businesses use the Forgot Password tool? Expand/Collapse

    First, organizations and businesses don’t have a date of birth or social insurance number to use in the verification process. Second, Forgot Password requires a unique login for each signer using the Small Business Online Banking platform. Currently, members share the same account number but have their own password. In the future, Small Business Online Banking users will also have a unique account number. This will enable use of the Forgot Password tool.

    Why won’t ‘Forgot Password’ work for me? Expand/Collapse

    There could be a few reasons.

    1. You aren’t registered for 2-Step Verification.
    You must already be enrolled in 2-Step Verification to use the ‘Forgot Password’ tool. If you’ve forgotten your password and you are not yet enrolled in 2-Step Verification, visit your branch or contact us at 1.800.665.5728. We’ll help you reset your password, and you can set up your 2-Step Verification the next time you log in.

    2. You’ve exceeded your verification attempts.
    If you are registered for 2-Step Verification, but you’ve entered an incorrect birthdate or last three digits of the Social Insurance Number for the member first named on the account more than three times, you’ll be unable to use the ‘Forgot Password’ tool for 24 hours.

    If, after 24 hours you have three more failed attempts, you’ll be unable to use the tool for 1 week. If, after 24 hours you have three more failed attempts, you’ll be unable to use the tool for 1 month. If you’ve forgotten your password, visit your branch or call us at 1.800.665.5728 – we’ll help you reset it.

    3. You are an organization, business, or small business online banking user.
    If so, the ‘Forgot Password’ feature isn’t available to you at this time. However, it’s on the list of future enhancements.

    To use the ‘Forgot Password’ tool I need to know who is first named on the account. We have a joint account - how do know who is first named on our account? Expand/Collapse

    The ‘Forgot Password’ tool verifies the account based on the information of the member that is first named on the account. You can find this information by logging into your account or looking at your statement. The first name listed is the member first named on the account.

    Mobile App

    Why can’t I use the mobile app now? Expand/Collapse

    There could be a couple of reasons.

    1. Your device is not updated to the most current operating system.

    Here’s how to check what operating system your device is using and update it if needed:

    Android devices (use Android 6.0 or greater):

    • Identify operating system
      • Settings / About Phone / Android Version
    • Update operating system:
      • Settings / About Phone / System Updates

    iOS devices (use iOS 11 or greater or iPad OS):

    • Identify operating system
      • Settings / General / Software Version
    • Update operating system:
      • Settings / General / Software Update
    2. You are not using the most current version of the mobile app.

    Here’s how to check what version of the app you are using and how to update it if needed:

    • Open app
    • From home screen, select About
    • Under App information, check the current version.
      • The most recent version is v15.2.42
        • Versions older than v 15.2.31 are not supported.
    • Under App information is a link to update the latest version of the app.

    My device is too old to update to a supported operating system. How do I access online banking from my mobile device? Expand/Collapse

    1. Visit our website (type kscu.com in your internet browser address bar).
    • You will be taken to the mobile version of our website.
    2. Select LOGIN from the top left corner of the screen.
    • You will be taken to the Mobile Web version of online banking.
    • Most online banking transactions can be conducted here.
    • If you need the full version of online banking, follow the steps below.
    3. Once logged into the Mobile Web:
      • Select Menu
        • Select Personal Banking
          • You are taken to full version of website
          • Select Online Banking
            • You are taken to full desktop version of online banking

          Why did you change what operating system and app version I can use? Expand/Collapse

          Manufacturers regularly issue updates to operating systems to keep devices running smoothly. These may be security related, fix bug or performance issues or even introduce new features to your device. Mobile apps are updated for the same reasons. Kootenay Savings’ app (version 15.2.42) is supported by the following device operating systems: Android 6.0 and greater, iOS 11 and greater, and iPad OS.

          How to Prepare

          If you use the memorized accounts tool, make note of the branch and account numbers you have saved so they are easier to re-add later.

          Do you have online banking bookmarked? After we launch our new login page, update your bookmark to our new online banking address.