Frequently Asked Questions

Enhanced Security

What is Enhanced Security ?
Enhanced Security is a new online security feature that will provide you additional protection from fraud and identity theft. Enhanced Security helps prevent unauthorized access to your accounts and secure financial information.

Why do I need to use Enhanced Security?
Enhanced Security will allow us to recognize you as the true owner of your account by recognizing not only your login information but also your computer. If we don't recognize your computer, we will validate your identity by asking you to answer your challenge questions correctly.

How does Enhanced Security work?
You will need to add extra security to each computer that you use for online banking. This can be done easily from the Enhanced Security Options page found in the User Options menu. Whenever you login from a computer that you have added extra security to, you will automatically have additional protection, and notice no difference in the way you login. However if you login from a different computer than the one you have added, you will be asked for additional information in order to login. This will help prevent someone else accessing your account since their computer will not be associated with your account. Please note that if you use multiple browsers within the same computer you will need to add extra security to each browser separately.

How do you recognize my computer?
When you add extra security to your computer, a secure cookie will be placed on your computer. This secure cookie is unique to your account and when used in combination with your login information, creates a trusted way to identify you to the system. During each login after you add extra security to your computer, this secure cookie is validated along with the login identification you normally enter. This secure cookie is only used by Truliant Federal Credit Union to validate your identity and does not contain any personal information.

Why do I have to keep entering the answers to my challenge questions each time I log in to Online Banking?
This occurs because the computer you are using does not have extra security protection added. If this is a computer you use often and is not a public computer, you can select Enhanced Security from the User Options menu and enroll the computer for extra security protection by following the instructions. It is necessary to setup extra security for each computer and each browser you use to avoid answering the Challenge Questions. For your protection never add extra security on public computers such as a computer in a public library.

What will adding extra security protection do for me?
Adding extra security protection to your computer allows us to recognize your computer along with your normal login information, which helps add additional protection from unauthorized access to your accounts. If someone were to get your login information and try to access your account from their computer, having extra security protection will stop them from gaining access because they will be asked for additional information that only you know, and would not have that information.

What will happen if I remove extra security protection from this computer?
If you want to remove extra security protection from this computer, the secure cookie will be removed from the computer you are currently logged into, and all future logins from this computer will require you to provide more information about your self that only you will know. To remove extra security protection from this computer, select the Enhanced Security Options page, click the radio button that says "Remove extra security from this computer", and then click the submit button.

How does Enhanced Security protect me?
Enhanced Security allows us to know that it's really you logging into your account. We know it's you because we recognize your computer AND your login information. If we do not recognize your computer, then you will be asked for additional information that is known by only you.

Can I login from multiple computers and browsers?
Yes, you can login from as many different computers and browsers as you like. If you login from a computer that you haven't added extra security to, you will be asked for additional information so that we can verify that it's really you. If you provide this information correctly, you will have the option to add extra security to that computer, and avoid being asked for this extra information again.

Please note that if you use multiple browsers within the same computer you will need to enroll each browser separately.

Can I still login to my account from anywhere?
Yes, this feature does not prevent you from logging in from any computer. If we do not recognize the computer that you are using then we will simply ask for additional information that only you know before allowing you access.

What should I do if I do not want to use a computer where I have previously added extra security?
If, for any reason, you no longer plan on using a computer to access your accounts, and you have added extra security to that computer, you should remove the extra security from that computer. This can be done by logging into your account from the computer that you wish to remove from the service and selecting the "remove extra security from this computer" option from the User Options page under the Enhanced Security options. This will remove the secure cookie from that browser; so that if an attempt to login to your account is made from that computer, extra information will be requested before access is granted.

Why do I keep getting asked for extra information when I login from a computer that I have already added extra security to?
This is probably happening because the secure cookie that was placed within your browser is getting deleted. This can happen if you delete cookies from your machine. This is a common method that Spyware blocker software uses to remove potentially risky items from your computer. These solutions typically remove ALL cookies as a precaution, even though very few cookies are actually security risks. In order to use this feature without being asked for additional information at each login, the secure cookie that we use to identify your computer must stay within your browser. We recommend that you do not delete these cookies if you do not want to be asked for additional information at each login. You can typically select items that you do not want your spyware blocker program(s) to remove, so it can keep trusted cookies.

I share my computer with someone that also uses Internet Account Access. Can both of us still login from the same computer?
Yes. You can use the same computer to login to your individual accounts safely; you will not be able to access each others information. This is because your secure cookie is linked to only your login information. There is no limit as to how many secure cookies can be installed on the same computer. Just remember to never share your Member Number or Password with anyone.

I have answered my challenge questions but still can not login. What is wrong?
The challenge questions must be answered exactly the same as you set them up. Answers are not case sensitive, but it is important to remember the questions and answers you setup. For example if you spelled out street or used the abbreviation in an answer. For dates it is important to remember if you used slashes or dashes in an answer. You are allowed 5 tries to answer your challenge questions successfully before your account is locked. If your account is locked or you can’t remember your challenge question answers contact our Member Contact Center during business hours for assistance.

I am locked out of my account. How do I login?
If your account is locked contact our Member Contact Center during business hours for assistance.

I do not want to receive any emails from you. How can I opt out of all emails?
We ask for a valid email address for setting up your Challenge Questions so you can be notified via email when the forgotten password service is used on your account. This way you will be notified via email if someone is trying to gain access to your account. You receive an email anytime the challenge questions are used for the forgotten password feature. There is no confidential account information in these notification emails. If you feel someone is trying to access your account without your authorization call our Member Contact Center. We also send out emails to notify you of important system updates to Online Banking as well as the arrival of your monthly eStatement. Again, no personal information is included in these emails. You may opt out of marketing related emails, such as Newsletters, by clicking the link at the bottom of the emails labeled – If you no longer wish to receive emails from us please go here.