A common question we get around here is regarding passwords for our Online Branch. The steps can sometimes seem laborious to members ("Why do I have to identify a picture every time?" or "I need how many secret questions?"), but they are put there for your protection. Also, the steps of entering your user ID on one page and password on another (after confirming a specific image) is called "dual authentication" and is a requirement placed on all financial institutions by the FFIEC. Here is a nice long document with all the details if you want to read it.
The regulations also require us to have everyone change their security questions every so often, which will often spur many of these questions. When it is your time to change your questions, it should prompt you the next time you log into Online Branch - easy. You can proactively update your image and security questions at any time in Online Branch under the Account Maintenance tab.
We have found that there can be an issue when it is your time to update your security questions and you log into Mobile Banking before getting to Online Branch. With the way the two systems talk to each other, all the member would see is a message that reads "Invalid Credentials" when they enter their user ID and password (to which, many say to themselves, "Nuh uh!"). We are working with our Mobile Banking provider to update the message to be a little more descriptive, and if you get this message in the future, try to log into Online Branch to see if it allows you to update your questions and fix the problem. Hopefully, this will not be a problem in the future, but just in case we wanted to make sure that you all knew what was going on. We apologize if this caused irritation or inconvenience for anyone.
Do you have any questions or comments? Please let us know (reply in the comments) so we can work on getting the issues addressed. Thanks!