Your Life/Manage/FAQ

Security FAQ

In preparation for the 2/17/2021 launch of the NEW online banking, mobile banking, and bill pay platform, the FAQs below are answering questions about the NEW system. If you have any questions about the current system, please contact the credit union for more information.

Why do I have to answer a security question when logging onto Online Banking?

For security concerns, TLC uses Multifactor Authentication to protect your account from hackers and/or security breaches. Multi-factor authentication uses a minimum of two pieces of evidence to allow access to your account. You will be asked to authenticate each time you have changed your username, password, email address or phone number.

What are my options for passing the authentication process?

You have three options:

Text message
Phone call
Authenticator app (Authy app*)

Each option will give you a one-time code that you will have to enter into the screen where you are attempting to access online-banking.

*We support the "Authy" app which is available for iOS, Android and desktop. Download the app by search for "Authy". https://authy.com/download/

Can I opt out of this process?

No, for your account security, this is a requirement to access Online Banking.

Will I need to reschedule my pending bill payments or transfers on Online Banking if I re-enroll using the "New User", or "Forgot Your Password?" link on the log on screen?

No, your pending Online Banking bill payments or transfers will not be affected by re-enrolling in Online Banking. Your Online Banking preferences will remain the same.

Who do I contact if I have further questions regarding multi-factor authentication?

You can contact us at (517) 263-9120 during normal business hours.

How long are password resets good for?

1 hour

How long before a user is logged off due to inactivity?

10 Minutes.

What are the User ID requirements?

Member IDs need to be:

Between 6 and 15 characters
Must start with a letter
No special characters