Member's Temporary Password Information

Screen ID:	n/a	Click here to magnify
Screen Title:	Member’s Temporary Password Information
Panel ID:	3862
Tool Number:	14 or 72
		Click here to magnify

This screen will appear before you enter the Audio/Online Banking screen when a member’s has entered security questions incorrectly too many times or due to invalid password entries.

Helpful Resources

Learn how to reset a member's online banking password.

Screen Overview

This screen tells you the reason for the member being unable to access online banking and also allows you to reset the password to the credit union’s temporary password.

Always verify the person's identity CAREFULLY according to your CU policies. Credit unions have lost money on scams where a bad guy tries to access accounts online. If in doubt, ask the member to bring valid ID to a branch office. This action will reset the member’s password to the credit union temporary password. You may use F1-Verify Member to confirm the identity of the person with whom you are talking.

After confirming the member’s identity using F1-Verify Member (which reveals the Verify Member screen listing personal information such as code word and mother’s maiden name), use F16-Rest to reveal a Reset button. Click the Reset button and the member’s password will be changed for 24 hours to the temporary password. (After 24 hours the member must call the credit union a second time for another reset.)

You will then advance to the confirmation screen which will show the credit union temporary password configuration and when the 24 hour window ends.

Explanation of Messages and Definitions of Terms

Term	Definition
Invalid password tries	The message will read: “This member’s login is disabled due to invalid password entries.” This member has entered an incorrect password three times when attempting to log into online banking. NOTE: This member could also use the “I forgot my password” link in It’s Me 247 online banking and answer security questions to reset the password themselves to a new password that the member can remember.
Security question entries	The message will read, “This member’s login is disabled due to invalid security question entries.” This member has entered three incorrect answers to his or her security questions (also required when logging into online banking). This member must contact the credit union. Resetting the member’s security questions will also reset the member’s password to the credit union temporary password.
Temporary password configuration	The credit union can select from four options for its temporary password configuration, which is selected in the ARU/Online Banking configuration in OPER. The selection by the credit union will appear on the confirmation screen.