Multifactor Authentication
Q. What is MFA and do I have to use it?
A. Multifactor
Authentication is a method of adding security to online transactions
by using multiple items to confirm the validity of the site. That means
that the government says it is no longer enough to have an ID and password.
Now we have to have at least one more item (picture, passphrase, etc.) to
prove that you have the rights to this information and at the same time
confirming you are not on a bogus website. You may not opt out of this service.
Q. How
do I change my picture, passphrase, or challenge questions after I have
already completed the MFA setup?
A. After
completing a good log in, click on the menu option called “Preferences” on
the left of the screen. Then option called “Security Questions” can
help you choose a new picture, change your passphrase, or change challenge
questions.
Q. What if the picture I see isn’t the one I
chose?
A. If the picture
and phrase are not correct, do not enter any more information. Confirm that
you are on the correct website and contact the credit union immediately.
Q. What do I do if I am locked out?
A. You will need to contact the credit
union to unlock your account. In most cases, this can be avoided by setting
up a challenge question to allow you access to your account and unlock it
yourself. This is only possible if you have previously been through the
following steps.
Choose “Preferences” from the menu on the left side of the screen. Choose the option called “Password Reset”. Pick a challenge question and answer it. Save the answers, and the next time you are locked out, click on the link on the log in page that says “Forgot password” (in yellow). You will be prompted to answer your question. If answered correctly, you will gain access to your account where you can use the “Change Password” option under “Preferences” to reset your password without having to contact the credit union.
Q. What if I answer the challenge question correctly, but it says it is
incorrect?
A. The system does not recognize the ID as a registered MFA
ID. Try again to make sure your ID was entered correctly. If the problem
persists, contact the credit union.
Q. What if the question being asked is not a question I chose when I enrolled
in MFA?
A. The system either does not recognize your ID as having
been enrolled or it is not Heart of Louisiana Federal Credit Union’s
site. Go back to the log in page and try again. If it still asks a question
you did not choose, stop and contact the credit union.
Q. Can I register more than one computer for MFA?
A. Yes. Each computer
you use needs to be registered as public or personal. If you like to
use PCU at home and at work, you will want to register both as “personal”.
Do the setup on one computer and the next pc you use to get to PCU will
ask for your password and registration option. Choosing “personal” saves
a cookie on the pc so it is recognized the next time you log in.
Q. Do I want to register it as public or private?
A. Registering your computer
determines whether or not information is saved to that computer. Choosing “personal” will
save a cookie to the pc so it will be recognized upon next log in.
Choosing “public” will not save a cookie to the pc. This is useful for a public machine that you use to check your account, but will probably never be at that computer again. You will be asked extra information to log in each time if you choose “public”.
Q. When I put in my ID and password, it takes me back to the log in page.
What do I do?
A. This is typically a browser setting that is blocking
cookies. You can test this by lowering your security settings on your browser. (instructions
for checking settings)
Q. What if I can’t remember the answer to the
question I set up?
A. Each time you log in, you will be asked one of the three challenge questions
you initially set up. If you don’t remember the answer to the current
question, go back to the log in page and try again. The question will
be different from the previous one, so chances are you will know the
answer.
If you don’t remember any of the questions or answers, contact the credit union.
Q. When I log in, I am asked a question I did not set up. What do I do?
A. This is usually a result of the internet browser not accepting cookies.
If the log in process is returning you to the same page, or asking random
questions, you may need to check your security settings. (instructions
for checking settings)
Q. Is the passphrase different
from my password?
A. Yes. The passphrase is just part of the
added security to make sure someone hasn't created a false website for
you to enter. Never make the passphrase and password the same. The passphrase
is visible, but the password is not. It is a good bet that anyone trying
to guess your password will try the passphrase if they have ever seen it.