Monday, February 10th 2014

NetBanking Computer Registration and Secure Access Codes

Below you will find a list of commonly asked questions regarding the URL change and usage of a Secure Access Code.

Should you need assistance in re-registering your computer, updating your bookmarks, or any part of this process, please contact us at (915) 747-4948 (Monday-Friday, 8 am – 5 pm MT) and we will be happy to assist you. 

Why do I need to re-register my computer? 
As part of our enhancement of our online banking security processes, we are establishing a new URL for accessing online banking. Beginning February 25, 2014, the new URL will be activated. Because it is a new URL, you will need to "reacquaint" the online banking system and your computer. You will be required to re-register every device used to access NetBanking. If you choose, you may select to activate your browser to avoid re-registering your computer each time you log in. Once your device is registered, you will no longer need to request a Secure Access Code on that device (please note that disabling cookies or flash objects may prompt a need to get a new code). For step-by-step directions, please click here.

What is a Secure Access Code?
A Secure Access Code is a unique, temporary 6-digit number for one time use that strengthens the safeguards in place at login by adding steps to verify your identity. The code is delivered electronically via telephone call, email, or text message. The code is valid for 15 minutes upon delivery and can only be used one time.

Why am I not receiving my Secure Access Code?
Most Secure Access Codes are delivered within 1 minute of the request, but can take up to 5 minutes on rare occasions.

If you request a Secure Access Code via email, check your spam or junk folder as some email programs may think the email was junk mail. If you find it there, be sure to mark the message as not spam or junk and add to your email address book or safe list so future access codes will arrive in your inbox.

If you still haven't received your requested code, request a new code via a different delivery method. If you can’t receive this new code and are unable to login to online banking, it is possible that one or more of your Secure Access Code delivery targets are inaccurate; please contact us for assistance. You can update this information once logged into online banking by clicking on the "Security" link within the Preferences options of online banking. From here select the Secure Delivery tab and make sure your email, phone, and text information are correct, as these are the options that appear when you request a Secure Access Code.

Why doesn't my Secure Access Code work?
After you enter your Secure Access Code, you may get the following error message: “The Secure Access Code you entered is invalid, has expired, or your account has been disabled. If the problem persists, please contact us for assistance.” If you receive this message, some things to check before contacting us are listed below:

• Did you use this code to register previously? Secure Access Codes can only be used one time.

• How long ago did you request the Secure Access Code? Secure Access Codes expire 15 minutes after being sent, after which time you need to request a new Secure Access Code.

• Did you request another code while waiting for your initial code? Only one Secure Access Code is valid at any given time, if another Secure Access Code is requested, only the most recent code sent is valid.

• If you received your code via text message, the message will be sent from the phone number "878787". This number is not your Secure Access Code. The Secure Access Code is in the body of the text message.

• Try entering the code again, verifying that it is six digits and there are no spaces before, after, or in between the digits.

• Lastly, try requesting a new code via a different delivery method, in case the delivery contact information is inaccurate or out-of-date.

When I attempt to login after having already logged in before, why does the system ask me for a Secure Access Code again?
As part of the registration process, you are prompted to activate your browser. When activating your browser, you have two options:

• "Activate this computer for later use." – This is a logical option for a home or work computer. By activating your browser, you can continue to log in without the need to register your computer each time. A secure access token is placed on the computer in the form of a “cookie” – if the cookie is deleted, the registration process must be repeated.

• "Give me a one-time access only (do not activate this computer)."  – This is a logical option when using a public computer (at a hotel, in a library, etc.). If you choose to not activate your computer and opt for “one-time access”, you will be required to re-register your device and retrieve a new access code with each login.

Select the most appropriate option and continue through the remaining steps.

What are cookies and why do I need them?
Cookies are files created by websites you've visited that store browsing information, such as your site preferences or profile information. At WestStar Bank, we use cookies to register your browser for enhanced security. We do not collect information based on those cookies.

Why do I need to get a Secure Access Code, even though I've registered my computer multiple times?
You will be required to register any computer you use for NetBanking, so you will follow the same process of activating the browser for each new computer you use for access. If you are using the same computer, the most likely cause is a browser setting that disables "cookies." Should you decide to change your cookie settings, you can refer to the help from your browser provider. Other reasons may be a pop-up blocker or an anti-virus setting, and you may consult that vendor's documentation for assistance in allowing certain sites.

I don't want to enable cookies, so what can I do?
Cookies are a more convenient, but not foolproof, way of increasing your security. If somebody attempts to access your internal profile from another computer, they will be required to activate the browser by obtaining a Secure Access Code that will only be sent to contact information we have for you on file. Having the cookie to activate your browser on your commonly used computer avoids you having to get a Secure Access Code each time you login. You ultimately have two options for managing your security, one more convenient and one more active.

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