Reset Online Banking Password

These steps explain how to reset a member's password in online banking in cases where the member is locked out because their temporary password has expired.

  • Once you've reset the member's password using the steps below, advise the member that the temporary password expires within 24 hours of being reset, so they'll need to log into online banking within 24 hours of the reset in order to change the password to a secure, personalized password.

  • If the member is not locked out, the member can change the password themselves in online banking.

  • If the member is locked out of online banking because they've entered an incorrect password three or more times, the member can still change the password themselves by using the “I forgot my password” feature and then answering three security questions. (Some credit unions may also allow this reset via two-factor code reset.)

  • Always follow credit union policy prior to resetting a member’s password via CBX, especially if the member is not present. Available in several areas of CBX, the Verify Member feature allows you to view key member information, such as a code word, that you can use to confirm the member’s identity.

  1. Launch Tool #14 Member Personal Banker.

  2. Enter the account base.

  3. Click the forward arrow.

  4. Select Online Banking/ARU (activate, change PIN/password; view password history).

  5. Check the box labeled Reset password.

  6. Click Submit.

  7. Check the box labeled Reset password to ...where ... is the temporary password.

    • Be sure a reason code is selected.

  8. Click Reset Credentials.

Learn More

Learn more about online banking password reset
View the It's Me 247 Strategies for Securing and Controlling Member Access booklet