Frequently Asked Questions
Why is my online banking experience changing?
Schools provides security which will prompt you to verify your identity before continuing, but only if we detect activity that seems uncharacteristic. For example, if someone tries to login with your username and password from a computer in a foreign country, we may decide to verify that it is really you trying to access your account.
How do I sign up for the new security system?
You will be prompted at some point while banking online to enter additional information. This may include choosing several security questions that only you know the answers to, as well as supplying phone numbers where you can be reached while banking online.
How will these changes affect me?
- You will be asked to select a username, rather than using your account number to access Personal Branch Online Banking.
- You will be asked to select an eStamp (a picture) and security phrase that you will see every time you login.
- You will be asked to answer three challenge questions that will be used to identify you in the future.
- You will have the option to input up to four telephone numbers where you can be reached while banking online.
- Your password will remain the same.
How will my phone numbers be used?
Will I be asked for more information all the time now?
No, you will only be asked for more information when unusual or uncharacteristic behavior is detected.
Will I be able to upload my own picture as my eStamp?
No, you will be required to choose an eStamp from the galleries provided. However, you will pick your own security phrase.
Can I change my eStamp and/or security phrase?
Yes. On the right side of your eStamp there will be a link that reads “update your eStamp details.” Click on that link and make your changes. Then proceed to the next screen to enter your password. Once you have successfully entered your password, your changes will become effective.
What if I forget my username or password?
Please contact the Credit Union for assistance at 916-569-5400 (Sacramento area) or 800-962-0990.
What if my eStamp or phrase does not match what I have chosen?
First verify that the website address and account number that you have entered are correct. If after confirming the above information is correct and either your eStamp or phrase does not match, you should NOT enter your password and should contact the Credit Union as soon as possible.
What if I can not be contacted at any of the phone numbers listed?
Please contact member service at 916-569-5400 (Sacramento area) or
How much will this new security system cost me?
There is absolutely no cost associated with the new security system.
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