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Netbr@nch Secure Key Frequently Asked Questions

Recently, we unveiled a new measure of online protection for those who use Netbr@nch. In an effort to make this new security feature easily implemented, we have put together this tip sheet to assist you when logging into Netbr@nch. As always, keeping your financial information safe and secure is our top priority.

If you have any questions, please donít hesitate to contact us during business hours at 636-916-8300 or 1-800-288-7618.

Q: Why's this necessary?

A: All financial institutions must, by law, enhance home banking security to what's called "multi-factor authentication" by December 31, 2006. Basically, multi-factor authentication requires more than just an account number and password to log in. It helps prevent hackers and phishers from gaining access to your accounts. Our new multi-factor security is called Netbr@nch Secure Key.

Q: I keep getting this prompt for something called Netbr@nch Secure Key -Enhanced Login Security Ė what is this?

A: This is a new feature we are offering to help improve the security of your Internet Banking account. It will help prevent unauthorized access to your account. Once youíve enrolled your computer, you wonít even know itís there!

Important Note Ė You may add Netbr@nch Secure Key to as many computers as you wish; however, once you have added it to one computer, you will need to know your challenge questions and answers to access your account from a new computer.

IIf you have previously set up the Forgotten Password feature in Netbr@nch and can not remember your questions/answers, please call us to re-set your account prior to logging into your account online. We can be reached during normal business hours at 636-916-8300 or 1-800-288-7618.

Q: Iím trying to get into my Internet Banking account and thereís this screen asking for an answer to a challenge question. Why?

A: Are you at a different computer than you usually use? You have two options:

  1. Answer the challenge questions for temporary account access.
  2. If this is a computer you use regularly, you may want to enroll this computer by answering the password questions on that computer, then go to User Options in Netbr@nch ŗ Netbr@nch Secure Key - Enhanced Login Security and enroll that computer.

A: Are you using a different browser than you usually use?

A: Have you recently deleted all your cookies? You have two options:

  1. Answer the challenge questions for temporary account access.
  2. If this is a browser/computer you use regularly, you may want to enroll this computer by answering the password questions on that computer, then go to User Options in Netbr@nch ŗ Netbr@nch Secure Key - Enhanced Login Security and enroll that computer.

A: Have you deleted your cookies?

Youíve also deleted the cookie that our security feature uses to recognize you. Please answer the challenge questions for temporary access and then you have same options as stated above.

Q: I think I set up the Forgotten Password feature previously; but, I donít remember my answers. How do I retrieve my answers so that I may log into Netbr@nch?

A: Since we do not store your answers for security purposes, you will have to contact us to have your Netbr@nch account re-set.

Q: I often use a computer at the library to check my online banking account. Should I go ahead and enroll that computer so I donít have to answer the challenge question each time?

A: We recommend that you do not enroll a public computer. It is better to continue to answer the challenge question.

Q: Iím at work and trying to get into my Internet Banking account, and itís asking me for an answer to my challenge question. But I canít remember it! How do I get into Internet Banking now?

A: We can re-set you and then you can get into Internet Banking without answering the challenge question. Once youíre back at your regular computer, go to User Options, then Netbr@nch Secure Key -Enhanced Login Security and re-enroll yourself in the feature, as well as go to Challenge Question Setup and set up your question and answer again.

To re-set your Netbr@nch account, please call us at 636-916-8300 or 1-800-288-7618 during business hours.

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