Enhanced Security

As a part of new industry security standards, you will be required to update your personal Online Banking credentials from the traditional PAC (Personal Access Code) to an alphanumeric password. You can manually change your password from within your Online Banking account; if you’re using a desktop, navigate to Profile and Preferences and select Change Personal Access Code. In the mobile app, selecting Settings will offer the option to Change Personal Access Code.  On April 10th, 2023, members will be forced to update their password to ensure proper security protocols.

Have a question about Strong PAC? Check here for the answer. Don’t see your question? We’re here to help! Contact us for more information.

I’m being asked to change my password. Why is this? Expand/Collapse

Our credit union is strengthening our MemberDirect® Personal Access Code (PAC) password requirements to provide an added layer of protection and to help us introduce new and exciting digital features in the near future.  As part of this change, all of our members will need to update their password to meet the new security standards.

Do I need to update my password right away? Expand/Collapse

While we encourage you to update to the new standards early, you will have until April 10th before being required to change your password.  At this date, if you haven’t yet updated your password, you will see a popup window when you attempt to log into your online banking that will require you to change your password before being able to continue through to your accounts.

How do I update my existing password to a Strong PAC? Expand/Collapse

You can update your existing password to a Strong password by logging into your online banking using your desktop or your mobile banking app.  If you’re using a desktop, navigate to Profile and Preferences and select Change Personal Access Code. In the mobile app, selecting Settings will offer the option to Change Personal Access Code.  From here, follow the onscreen instructions to complete the change. The next time you log into your online banking, you will use your new Strong password.

Do you have any tips on how to create a Strong password? Expand/Collapse

Absolutely! Here are a few best practices to keep in mind as you create a Strong password:

  • Be sure to choose a password that differs from the passwords you use to access other online services, such as your social media accounts or email.
  • Avoid including names, dates or numbers that are related to your identity (such as birthdays, family names, pets or addresses)
  • Try to use a sequence of words and numbers that you will remember, but that will make it difficult for others to guess your password.

I have Quickview enabled on my mobile app to see my account balances easily. How do I keep using this feature once I’ve updated my password? Expand/Collapse

QuickView needs to be removed prior to updating to Strong password to prevent the old password from being recognized the next time you log into MemberDirect®.  Once you update your password, you can re-enable QuickView. 

To do this, you will need to start by removing all devices that you have registered to enable Quickview by signing into your online banking on a desktop (or by accessing the full site in a web browser on your mobile device).  Once you have logged in, select Account Services located in the left-hand menu and select Mobile Banking App and remove your devices.

The next time you sign into your online banking using your Mobile App, you can re-enable Quickview by navigating to Settings and Create New Login and following the onscreen instructions.

What happens if I forget my new Strong password? Expand/Collapse

If you forget your new Strong password, you can reset by clicking on the Forgot your password? link just below the password field on the MemberDirect® login screen.  Once you click this link, you will be asked to confirm your identity and will then be given the option to choose a new personal access code.

I use MemberDirect® Business and have a Delegate. Is there anything additional that I need to know when it comes to updating my password? Expand/Collapse

Once the Strong password requirements take effect, you will need to make sure to log into MemberDirect® to update your password before your Delegate will be able to access online banking.  Your existing delegate will not be required to update their password to the new Strong password format; however, if your existing delegate needs a new password or you are setting up a new delegate, they will be required to use the new Strong password format.
As fraudsters continue to find more sophisticated ways to access sensitive information, protecting your financial data as you manage your money online is more important than ever. 2- Step Verification and Self-Serve PAC Reset are new industry-wide standards that help to ensure safe and secure logins to Online Banking.

We have added new security features to your online banking login with 2-Step Verification. When you first log into online banking through your mobile app or your computer, you will need to provide additional information.

What is 2-Step Verification?

2-Step Verification provides an additional layer of security, by using a one-time, short-duration code to confirm identity. Designed to replace the use of challenge questions, members will be prompted to input a one-time use verification code that you will receive via text message or email to a mobile phone or email address of your choice.

What do you need to do?

Ensure you remember or know your login member number. Following implementation, when you first log into online banking, things will look different, and your Memorized Account feature will be unavailable. For this reason, you must remember your member number. It may be beneficial for you to write this number down somewhere, so that you easily retrieve it.

You can use the tips below to help you locate your number or give the branch a call during regular business hours and we will provide the correct number to you.

How to find your member number

  • Your login number is your member number, not your account number.
  • Joint Account members will have a different login than the Primary Account holder (i.e. 12345-01-6 vs 12345-00-6)
  • If you currently use memorized account, you may not recall what your member number is. Here’s where you can find it:

Mobile App Users
Log into your account as usual. Swipe left to bring up the second icon screen. Choose Settings, Account Preferences. The number you need will be listed next to Member #.  Or, once logged in, open an account and select Account Details. The number you need will be listed next to Member #.

Desktop Users
Log into your account as usual. On the left-hand column choose Profile and Preferences. The number you need will be listed next to Account Number.

Self-Serve Password (PAC) Reset

Self-Serve password Reset is a new enhancement that allows you to reset your own Personal Access Code (PAC) password, without needing to visit or phone your credit union. Previously, if you forgot your password, you would have to call your credit union to reset it; you can now do this yourself from your own device. You must be enrolled for 2-Step Verification before you can reset your own password.

To reset your password, click the “Forgot Password?” button found in the log-in section on the home screen of online and follow the instructions.

Benefits for you:
  • Safer, more convenient logins
    You now have the opportunity to reset a forgotten password from your own device.  
  • Advanced Security
    To protect your money from fraudsters.
  • Easy to use
    You can enroll for both 2-Step Verification and reset your PAC from your mobile phone or desktop computer.

Frequently asked questions:

Have a question about 2-Step Verification or Self-Serve password Reset? Check here for the answer. Don’t see your question? We’re here to help! Contact us for more information.

What information do I need to register for 2-Step Verification? Expand/Collapse

You will need either your mobile phone number or your email address to register for 2-Step Verification. It’s important to use your own mobile phone number or an email address you can access easily, as you will need to retrieve and input a verification code to access your online banking.

How long does it take to register? Expand/Collapse

Enrolling in 2-Step Verification is easy and will take you about 5 minutes from start to finish.

Once I sign up for 2-Step Verification, can I go back to using my old security questions? Expand/Collapse

2-Step Verification will replace the use of security questions and answers to confirm your identity, as it adds a layer of protection to the login process and is becoming a new industry standard security practice.

I don’t have a mobile phone. Can I use my landline and receive a text-to-voice? Expand/Collapse

While you’re not able to register for 2-Step Verification using a landline, you can sign-up using an email address instead. If you don’t have an email address, there are lots of great email providers that offer free service to choose from.

Will I be asked to input a verification code every time I sign into online banking? Expand/Collapse

Yes.  This security feature is turned on for all accounts and you will require a code each time you login.

I lost my phone/I’m not able to access the email address I used to register for 2-Step Verification and now I can’t log into online banking. What can I do? Expand/Collapse

Don’t worry – we’re here to help. Contact or visit your nearest branch and our staff can confirm your identity and reset your 2-Step Verification. Once your branch resets your 2-Step Verification, you will be asked to register for 2-Step Verification using updated information the next time you attempt to log into online banking.

Outside of regular business hours, you can contact Sonoma Online Technical Support at 1-888- CREDIT-U (273-3488) and they will be happy to help you.

I haven’t received a verification code. What should I do? Expand/Collapse

First, if you’ve registered for 2-Step Verification using an email address, make sure to check your spam folder. If you haven’t received a code after 10 minutes, you can click on the “Didn’t receive a code” link in the Enter Your Verification Code screen to have a new code sent.

If you’re just signing up for 2-Step Verification and haven’t received a code, you may also want to confirm that you have input your mobile phone number or email address correctly. If you find an error, you will have the option to back up a step and correct your information.

I share an online banking login with my joint account holder. How does 2-Step Verification work for me? Expand/Collapse

To help keep your information secure, we would recommend that you and your joint account holder use individual logins to access MemberDirect®. If you or your joint account holder needs to set up your own login, please visit your local branch.

Does 2-Step Verification collect or keep any of my personal information? Expand/Collapse

2-Step Verification does not collect or store any personally identifying information.

What information do I need to reset my own password? Expand/Collapse

Using Self-Serve password Reset is easy. You will need your account number (the same one you use to log into online banking) and either the last 3-digits of your SIN or your Date of Birth. You will also need to have your mobile phone or email address that you use for 2-Step Verification handy, as you will need to receive and enter a verification code to confirm your identity.

How is my information protected if I reset my password online? Expand/Collapse

Self-Serve password Reset is very safe and uses secure information along with 2-Step Verification as an added layer of security.

I tried to reset my password using the self-serve option but have gotten an error message. Why is this? Expand/Collapse

There are a couple of reasons why you may have received an error message. First, in order to use Self-Serve password Reset, you will need to be registered for 2-Step Verification. This feature is part of the way that we confirm your identity during the Self-Serve password Reset process.

If you are registered for 2-Step Verification and are receiving an error message, we recommend getting in contact with your branch as some of your details on file may need to be updated before you’re able to access self-serve options.

Am I still able to visit my branch to have my password reset? Expand/Collapse

Absolutely! You are always welcome to visit your credit union for additional help resetting your password.