Security Question Reset Recommendations

This page lists instructions for your member service representatives for resetting security questions in CU*BASE.

Get the member's perspective with this online banking video: Logging in to Online Banking for the First Time (no username, no PIB) (More videos below!)

Helpful Resources

If the member says they know their password but can’t remember the answers to their Security Questions

Carefully verify the person’s identity according to your credit union policies.
Go into the member’s account via Inquiry or Phone.
Click on the Online Banking button.
Use Reset Questions (F11). (You cannot see the member’s answers, just the questions themselves.)
Use Delete (F16). There will be one confirmation.
Tell the member to immediately log in with their password, then they will be prompted to set up three new Security Questions.

If the member says they don’t remember their password OR their Security Question:

Be careful – they could be a scammer! Credit unions have lost money on scams like this.
For the member’s own protection, ask them to come into the credit union to verify their identity and get set up again OR carefully follow CU procedure for verifying identity
Go to Member Personal Banker and choose “Online Banking/ARU (activate, change PIN/password; view password history)”

Enter shortcut PIN

Click the Reset Security Questions button.
Click Delete.
Tell the member to immediately log in with their password, then they will be prompted to set up three new security questions.

Check out these additional video resources!