Help Center
How does this new security feature work?
This additional layer of protection confirms not only your credentials, but also the device you are using during login. If the system detects a new device or suspicious activity, you may be asked to verify your identity with a one-time passcode sent to your phone.
How do I set this up?
Set up is simple. Starting on June 23, when you log into your online banking account through our website or mobile banking app, you will be asked to set up your verification phone number in order to choose your preferred delivery method – text message or phone call. Verification passcodes can only be sent via text message if a mobile phone number is included.
You will then receive a text message or phone call containing a passcode. Enter this passcode during login to complete your phone number verification. Once entered, you will be logged into online banking.
Am I required to set this up?
Yes, your enrollment in this new security process is required.
Is this replacing the current security challenge questions?
Yes, this new security process will replace the current security challenge questions.
Why the change?
Cybercriminals are constantly developing new methods to steal your personal data and are getting more sophisticated with each passing day. As such, we’ve chosen to adapt and evolve to stay one step ahead of those threats.
How will this feature work in the future?
Once set up, this new security feature will only be activated if it detects a login attempt that fails outside of how you typically login. When this happens, you will be prompted to enter a passcode during login. The passcode will be sent to the phone number you set up previously using your preferred delivery method. Simply enter the passcode to complete your login.
What if enter the incorrect passcode too many times and get locked out?
If you are locked out or receive any other alerts when you attempt to login, please contact your local Bank First office for assistance.
What if I access my account with more than one phone?
If you are sharing online login credentials with another signer on your account, the best solution would be to have them enroll in Online Banking to receive their own Username and Password. This can be done through our website by choosing “New User” under Account Access or by contacting your local Bank First office. Once the security enhancement goes live on June 23, this would ensure they could verify access with their own phone number(s).
If you personally utilize multiple phones to access Online Banking, we recommend adding the phone numbers you use the most to the new verification process.
Will this affect the mobile banking app?
Yes, the same new security set up and process will apply to logging in via our mobile banking app.
Can I register or change my verification phone number from the mobile banking app?
No. You must log into online banking via our website to update your verification phone number. Or call your local bank first office and our team will be happy to assist you.
Is there a cost?
There is no cost to you for this additional protection. It is part of our ongoing commitment to keeping our account holders and their accounts safe and secure.
Need Assistance?
If you have additional questions, contact Bank First for assistance.
