Online Services >> Online Security faqs (Frequently Asked Questions)

What are the new security features?
The new online security features combine something you have, such as your registered computer, with something you know, such as a password and a personal security ID. The added security allows our members to know that they are accessing our website and not a fraudulent site, and it enables us to know that we are dealing with an authentic member. This new service works three fold. It protects our members, it protects your financial information, and we meet the FFIEC requirements. We know this is a big change but the extra effort will be worth it.

Why did my login page change?
It is our commitment to our members that access to your financial information is appropriately secure. The change you are seeing on the login page is due to enhanced measures to secure ATFCU's Online Access (Internet Services).

The following details the changes made and what you can expect. As always, if you have any questions or concerns regarding these changes please contact us at 1-800-404-6008 or 865-977-3118 .

The login process is changing in three ways:

• Login will become a multiple step process instead of one screen where you enter your Member Number and PIN. You will now enter your Member Number and random Security Code.

• The next screen will prompt you to enter your Password/PIN using the on-screen keyboard and to verify the Personal Phrase that you select during registration.

• The first time you login to register, you will be asked to enter in five Challenge Questions and corresponding answers as well as a Personal Phrase. If you do not register your PC, you will be asked one of your Security Questions.

Step 1: Enter Member Number or User Name and random Security Code.

Step 2: Answer the Security Question if your PC is not registered.

Step 3: Verify that your Personal Phrase is correct and enter your current Online Access PIN/Password using the on-screen keyboard. Select the radio button next to Register your Computer to skip the Security Question.

What is the Security Code?
The Security Code is an extra security measure used to eliminate fraudsters from randomly selecting account numbers.

Why can't I use my physical keyboard to enter my password/PIN?
The Password/PIN must now be entered using your mouse. Click on the correct character on the on-screen keyboard and you will see the password box populate with asterisks. The cursor does not appear in the PIN box. Just start typing with the on-screen keyboard to populate the PIN box.

The on-screen keyboard is used to prevent possible hackers from getting passwords while using special software designed to monitor keyboard strokes.

Important Tips:
The keyboard has upper and lowercase characters. Make sure you click above or below the slash when entering in your password.

What is my Personal Phrase?
The Personal Phrase is used to help you identify Online Banking as a legitimate site for Alcoa Tenn FCU. The text word or phrase you select will be converted to an image. This image will identify Online Access as a legitimate site.

You cannot use more than 20 characters and you cannot use symbols or special characters. When you log into Online Access you will see the Personal Phrase with a watermark logo behind it. (Please do not enter any PIN's or Passwords).

What does "Register This Computer" mean?
If you choose to register your computer, you will not be prompted to answer one of the 5 Security Questions you set up during enrollment. You will still have to enter in your Member Number, password/PIN and the random Security Code. You can register your computer after you have completed the initial enrollment. The system uses information about the members hardware and software to recognize a registered computer. If you delete your cookies on your computer, you will have to re-register the computer.

What does "Do Not Register This Computer" mean?
If you are using a computer that is accessed by numerous users (Ex. library) we recommend that you do not register your account on this computer. We only recommend you register your personal computer at home or at work.

Can I register on another computer?
Yes. You can register your account on more than one computer.

Can my spouse, children, and I register on the same computer?
Yes. You can register numerous accounts on the same computer. This will bypass the security questions when you log in.

Do I have to re-register my computer when I delete my cookies?
Yes. The system uses your computer hardware and software information to recognize you are a legitimate user. If you delete your cookies, the information is no longer available to authenticate your login. You will be prompted to answer one of your security questions.

Why do I have to register again when I use a separate browser on the same Computer to access Online Access?
When you register your account on a certain Computer it stores software and hardware information used to access Online Access. The system stores information like your browser (Internet Explorer, Netscape, Firefox) and operating system (Windows XP, 2000, Macintosh). If you access Online Access with anything different for future logins, you are required to register the new system information.

Will my PIN/Password change?
No. The PIN/Password you use to log into Online Access will remain the same.

What if I forget my PIN/Password or the answers to my Security Questions and I am locked out of Online Access?
Please feel free to call us at 865-977-3118 or 1-800-404-6008 for instructions on resetting your information.

How do I change my Online Access PIN/Password?
If you are NOT locked out of Online Access, log in and click on the More Options button. Click on the Change Password button and enter your current Online Access PIN/Passsword followed by your new PIN/Password twice.

Can I change my Security Questions and/or my Personal Phrase?
Yes. Log into Online Access and click on the "More Options" button. A new button has been created called "Access + ". Click on the "Access + " button to edit your Security Questions or Personal Phrase.

If I get locked out of Online Access, will I have to re-register for the new security piece?
No

Will I still have access to all the same accounts online?
Yes. This process only affects how you login, not your Online Access accounts.

What will happen to my Bill Pay settings, account alerts, or any other saved settings within Online Access that I had set up before this change?
All pre-setup settings within your Online Access session will remain the same after this change.

Does the new security enhancement affect my downloading into Quicken or Microsoft Money?
No. The only thing that has changed is how you log into Online Access.

Why all this attention to the login process?
While the chances of Identity Theft or monetary loss are slim, there do exist active malicious entities on the Internet that look to fraudulently gain from unsuspecting individuals. One of the most popular methods of fraud is through impersonating individuals during the login process. It is our intention to make this process as difficult as possible for these fraudsters while keeping your experience as hassle-free as possible.

Why can't I use certain words like "drop" as part of my security answer?
There are certain words used by hackers to wipe out data. Therefore, the following words are restricted, "select", "delete", "update", "insert", "drop" and "null".