Multi-Factor Authentication (MFA)
Frequently Asked Questions (FAQs)

General | Username | eStamp | Challenge Questions | Other

General

Q: What is Multi-Factor Authentication (MFA)?
A: Multi-Factor Authentication (MFA) is a process which enhances security when accessing accounts online. MFA is a process for increasing security on your online account. The system can ask questions that you have already provided the answers to if it senses any differences in how your account is accessed, such as logging in from a different computer.

This is an extra layer of security working behind-the-scenes to protect your account 24/7, even when you are not online.

Q: Why does Redwood Credit Union use MFA?
A: The security of your information and accounts is very important to us. We are committed to proactively protecting our Members against fraudulent online attacks like “Phishing” and fraud. MFA provides security at login, no matter what computer you sign in from, using additional user authentication that helps to protect against online fraud.

Q: How am I more secure with MFA?
A: If your Username and password are stolen by a third party, they will not be able to access your account, since the computer they are attempting to use is not registered. And since the computer is not registered, the system will prompt the Challenge Questions, to which only you know the answers.

Q: How do I sign up for MFA?
A: The first time you log in to RCU Online banking you will be prompted to create a Username and will then be walked through the short registration process to select your eStamp Image and phrase.

Username

Q: What is a Username?
A: It is a name you create for this account. There are only a few guidelines to follow when creating your Username.

Your Username must:

Start with a letter
Be 8-15 characters in length
NOT have any special characters – only letters and numbers are allowed.

Select a Username that you will remember later. Once you have selected a Username, you will be prompted to select an eStamp and personal phrase.

Q: I have more than one online account. Do I need more than one Username?
A: Yes. Each username can be associated with one account. Therefore you will need a unique Username for each account.

eStamp

Q: What is an eStamp?
A: Your eStamp consists of a personal image and phrase that will be displayed whenever you login to RCU Online. This allows you to verify that you are on the correct site, just as the credit union verifies your Username and Password before allowing you to enter your account.

First select an eStamp image which only you and Redwood Credit Union will know about. RCU Online Banking has selected the image displayed on the screen for you; however, you may select a different image by clicking the “Select a different image” link. An image gallery will display more pictures which you can select for your eStamp Image. You can also navigate to see more pages of images.
After you have finished selecting your eStamp Image, enter an eStamp Phrase that will be easy to remember but not easy for others to guess.
Press Next when you are finished.

Challenge Questions

Q: How do MFA and Challenge Questions work?
A: When you sign on to your account, we will record the means by which you access
RCU Online. This information includes the computer hardware and software, Internet Protocol (IP) address and network connection. Once a pattern has been developed, if we determine you are signing on from a different computer or network that doesn't match your history, you will be presented with additional security questions. Remember, we do not have access to your security (challenge) answers.

Q: Why do I have to give account information?
A: RCU does NOT have access to your answers. We can only reset your questions; we cannot view any of your answers. You do not need to put sensitive personal information online. The answers you provide just need to be ones that you will be able to recall.

Q: Will I be asked for more information all the time?
A: No, you will only be asked for more information when unusual or uncharacteristic behavior is detected. This will most likely be a rare occurrence; however, the system will refresh periodically in order to ensure the accuracy of your information.

Q: Is my account information safe?
A: Yes. In fact, your account information is safer than ever before because we are making sure it is really you and not an unauthorized user trying to access your information.

Q: Why aren’t my answers to the Challenge Questions being accepted? I know my answers are correct.
A: The answers to the enhanced login security questions are not case sensitive and have some built in tolerance to typing mistakes. However, if the MFA system can't match close enough it will not accept your responses to challenges. Also, it is possible to mistakenly use the "Continue without Submitting" button instead of the "Continue" button when submitting answers.

Q: If I forget the answers to my Challenge Questions, can you provide me with the answers?
A: For your account security, we do not store your answers. Just call 1 (800) 479-7928 to reset the answers to your challenge questions so that you will be prompted to create new answers at your next login.