FAQ: What was enhanced? We have added two-factor authentication to our online and mobile banking to add an extra security layer to your accounts across the internet. Two-factor authentication (2FA) means your accounts require information beyond username and password to confirm you are who you say you are before you can get into your accounts. This multi-step process ensures that you are the only person that can access your account, even if someone has your password. Are all Self-Help Federal Credit Union online and mobile banking users required to set-up and use two-factor authentication? Yes. Security experts agree that the traditional User ID and password combination has become outdated and could be a security risk. With two-factor authentication, you will be required to identify yourself with not one, but two factors. Your user ID and password count as one form of authentication, and if we recognize the computer or device you are using, it will be used as your second factor. However, if you are using a new computer or device, we will refer to, and ask you, to answer challenge questions you selected when setting up two-factor authentication. What are my options in setting up the two-factor authentication? You will have to setup four challenge questions and have the additional options to authenticate by phone or text. Please confirm your account is updated with accurate contact information. When will I have to authenticate? You will be required to authenticate when changing your username and password. If our system detects unusual behavior when your account is being accessed it may trigger to authenticate. How many questions do I need to setup two-factor authentication? You will be required to setup 3 from a pre-selected list of questions and you can create 1 additional question of your own. Do I have different options to authenticate? Yes, you can select phone call, text or challenge questions. You can select one of these options after you log into your account under “Member Service Menu” and select “Update Profile”. What if I do not remember the answers to the questions I’ve selected? You can call us at 877-369-2828 and one of our agents can assist you in resetting your account to allow new challenge questions to be selected.