Online Banking Upgrade FAQs

Q: Why am I being asked to go through this security upgrade? OR, How can I get back to the old security?
A: We are upgrading the overall security of your online banking experience. It is our commitment to keep your accounts safe, while adopting the latest security requirements provided by the government. The new user authentication process complies with best industry practices on how to protect you and your finances.

Q: Is there any problem with the security of my FNB Bank account?
A: No, there isn't. There are new rules for the username and password which must be met due to our security standards. If your previous username and/or password do not meet that criteria, then you will be prompted to change them.

Q: Do I need to upgrade my browser?
A: The following browsers support this upgrade. If your browser is not on the list, then you will need to upgrade:
Safari 6, Firefox, Chrome, and Internet Explorer 8-9

Q: Is my account number changing?
A: No, your account number is not changing. This is just a change to your user ID and password for logging into your online banking account.

Q: Why do I need to change my username?
A: We understand it's difficult to change what you use to log in. However, your account security is of utmost importance to us. The new username requirements meet strong security requirements.

Q: I don't have time to do this right now. Can I just get into my account and do this process at a later time?
A: Unfortunately, we cannot bypass this upgrade process for you – it's required now to access your account. It will just take a few minutes.

Q: Will I have to do these steps again if I use a different computer or device to access online banking?
A: No, these are one-time steps.
However, when you log into Online Banking from a different computer or device next, you'll be sent a one-time passcode that you must enter. The passcode will go to the phone number you set up now, and verifies that you are you, not a fraudster trying to get into your account.

Q: Will I have to do these steps with all my accounts?
A: If you have separate logins for each account then yes this must be completed for each login, otherwise you will only complete once

Q: I don't have a phone available right now. Can I still go through this process?
A: Yes, you can select to have the code sent via email.

Q: Do I have to have a cell phone to complete this process?
A: You can also select to have the code sent via email.

Q: What happened to challenge questions?
A: The federal regulators do not consider challenge questions to be as secure as a one-time passcode. The security of your accounts is of upmost importance to us, so we are moving to one-time passcodes.

Q: I have already completed the verification on this computer, and it is telling me I need to do it all over again, why?
A: If you have deleted your browser's cookies, then the process will be reset. Best practice would be to avoid deleting your cookies.


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