Arizona Central Credit Union

Frequently Asked Questions - Security Upgrade

Your online account security is important to us. On November 6, 2012, we’ll be upgrading your eBRANCH online banking with new security features.

A: We care deeply about keeping your money safe while providing you with easy access to your accounts. With the continued growth of online banking, there are increased needs for greater security standards to keep you and your money well protected. In addition, the government issued new guidelines in 2011, calling for enhanced security measures for online banking. Thus, we are upgrading our security procedures to provide you with the best protection available. Our new security standards will make it even safer for you to monitor and manage your money while safeguarding against unauthorized access to your accounts.

A: We want to ensure that your login is as strong as it can be. Therefore, we are requiring all users to pick a user name other than their member number. User names must be six characters long and they can't be made up of only numbers (e.g. alphabetic or alphanumeric). They can be made up of a combination of letters, numbers and the following special characters: @$*_-=.!~. If your current login does not meet these upgraded minimum requirements, you will be prompted to create a new user name.

In addition to strengthening your user name, we must also be able to verify your identity by phone (via voice or SMS text message) when you log in. After providing your user name and password, you will be asked to provide a phone number for a phone that you have with you. We will immediately send an access code to your phone that you will enter into your computer or mobile device to complete your login. You can always opt to have this computer/mobile device remembered, so you do not need to repeat this step each time you log in. However, if our system does not recognize the computer or mobile device you are using to log in, you will need to obtain a new access code for that particular device.

A: No, your member number will not change. Selecting a user name different from your member number will help protect your member number/account number from phishing scams and harmful key logging software. It's another way we're helping to protect the security of your accounts.

A: If you did not complete the update before the security upgrade went live, then you will be asked to update this information next time you log in. At that time, you also must have a phone handy and provide the phone number to receive your access code. You will need this phone every time that you need to receive an access code.

The security upgrade also requires that you are using one of the following web browsers:

  • Internet Explorer 8.0 or 9.0
  • Mozilla Firefox (latest version)
  • Google Chrome (latest version)
  • Apple Safari

To determine the version of your browser, click the "Help" menu in your web browser and then "About."

A: The first time you attempt to log in from a new computer, you will need to use both your password and the access code you receive on your phone in order to log in. If you are accessing from a private computer that you personally use, you can opt for the system to remember your computer for future logins. (See the screen example below.)



By doing this, you will not need to repeat the step of obtaining an access code via phone, and you will only need your user name and password in the future to log in.

For the best security protection, we suggest that you always use both your phone and your password. If you do opt to have your computer remembered, we recommend that you do so only on computers that you personally own and that have the latest updates and virus protection software installed on them.

A: The first time you log in from another computer or mobile device, you will need to use both your user name and password and a new phone access code to log in. However, you can choose to have your new computer/mobile device remembered on the system so you only need your user name and password for future access to your account online.

A: We will no longer use challenge questions to identify you when you are logging in from a mobile device that we do not recognize. After the upgrade on November 6, you will be prompted to review the phone numbers we have on file. You can update your phone numbers at this point or accept the ones displayed. At that point we will send you a one-time passcode to identify your device. Upon successful completion you will have access to your accounts.

To upgrade your user name to meet the new security requirements, you must complete that process through our main website. Once you update your user name through eBRANCH on our main website, you will use your new user name whenever and however you login to your account (website, mobile web or mobile apps.)

A: Just like now, you will both share the same login credentials. If you are the person updating the user name on your account, be sure to let your joint account holder know about the change. Also, make sure that we have a phone number on file for both you and your joint account holder so each of you will be able to receive a one-time passcode when we do not recognize a computer or device you are using to access your account.

For more information about the security upgrade, please call (602) 264-6421 or toll free 1-866-264-6421.
Since 1939 we've been providing Arizona families with friendly, hometown service and convenient, affordable financial solutions. As a member-owned credit union we provide personalized checking, savings, mortgages, and business and personal loans to communities across Arizona, including Phoenix, Tucson, Tempe, Chandler, Glendale, Show Low, and Flagstaff. Arizona Central Credit Union is here to help you achieve financial success for every stage of life.
From Arizona: (602) 264-6421 1-866-264-6421 ABA Routing Number: 322172441

We do business in accordance with the Equal Credit Opportunity Act.

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