Welcome to the Enhanced Online Security Help Center
At Resource Bank, customer service is our top priority. We've provided a list of the most frequently asked questions about Enhanced Online Security to help answer any questions you might have.
What is Enhanced Online Security?
Resource Bank is proud to deliver the highest level of security for our Internet Banking customers. We’re adding an additional layer of security to our log in process called Enhanced Online Security. This helps ensure that your information is secure, protecting you from fraud and identity theft.
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How does Enhanced Online Security work?
Enhanced Online Security verifies your identity in two ways. Every time you log in to Internet banking, Resource Bank identifies you, and it lets you identify Resource Bank using a secret image and pass phrase.
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Why do we need Enhanced Online Security?
With Enhanced Online Security, we’re adding another layer of security to protect our customers’ information and their online banking accounts. Enhanced Online Security also guards against ever-increasing e-mail scams called phishing and pharming.
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Has my password changed?
No. You can still use your current password for logging in to Internet banking.
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How do I enroll for Enhanced Online Security?
Customers will automatically be prompted to the enrollment screen when they log in to Internet banking.
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If someone steals my password, will Enhanced Online Security prevent them from accessing my account?
Yes. If an unauthorized person tries to log in to your account from another computer, they will be asked one of your challenge questions. Without this additional personal information they will not be able to log in to your account.
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What keeps someone from stealing my private image and pass phrase?
Your private image and pass phrase automatically appear only if you log in from a computer we already recognize as yours. If you log in from a different computer, we will ask one of your challenge questions before showing the image.
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How do I know I'm at the valid Internet banking site?
Your secret image and text phrase will appear confirming that you're at Resource Bank's legitimate website.
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How do you know that I'm logging in from my own computer?
When you enroll, Enhanced Online Security uses a cookie to identify your computer. Each time you log in, our software identifies your computer, your IP address, and other unique identifiers. The cookie is secure and does not contain any personal information.
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If I delete my cookies, will I need to register the computer again?
Not necessarily. If you have Adobe® Flash® Player installed on your computer, we may use Flash shared objects to identify your computer in the event that we can't identify your cookies. By using Flash shared objects as a backup method for recognizing you as a valid user, we ensure that your log in experience is as quick and convenient as possible.
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Can I access Internet banking from multiple computers?
Yes, you can access Internet banking from any number of computers. If you log in from a computer that you haven't used for Internet banking before, you just need to answer one of your challenge questions to verify that it's you. You can register as many PCs as you like.
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I share my computer with someone who also uses Internet banking. Can both of us still log in from this computer?
Yes. There's no limit to how many people can log in to Internet banking from the same computer. Remember not to share your User ID, Password, or answers to your challenge questions.
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Can I change my Enhanced Online Security image, text phrase, and challenge questions?
Yes, after logging in, select OPTIONS, then CHANGE SECURITY DATA.
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Why do I need this new security feature?
We are providing an enhanced security feature that helps protect you while you access your accounts online. On the Internet today, fraudsters attempt to steal your identity by impersonating the Web sites you trust. We are committed to proactively protecting you, our customer, against such attacks. This new security feature helps us do this.
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Where do I enter my Password?
The login process has improved to protect the privacy and the security of your personal information. We will still ask you for your Password, but not until we have confirmed your identity and let you know you are at the correct Web site.
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How will you confirm my identity?
We will confirm your identity by two authentication “factors.” These factors include:
- Something You Know (your Login ID and Password)
- Something You Have (your computer)
We use your computer as the second-factor (something you have). If we cannot confirm your identity or we do not recognize your computer, we will ask you a Challenge Question to which only you know the answer. These Challenge Questions are selected and answered by you when you enroll in the new security feature. If you answer the Challenge Questions correctly, you're identity will be confirmed and you can proceed with login. You can also let us know to recognize your computer for future login.
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How will I know that I am not at a fraudulent site?
Previously, you logged into online banking using your Login ID and Password. Now, you’ll also use an Enhanced Online Security image and phrase. Your secret image and phrase help you to identify that you are on our Web site, not a fraudulent look-alike site. Here’s how it works:
- First, you'll enter your Login ID and click the Submit button.
- If we recognize the computer you are using, your secret image and phrase will be presented to you on the next page. Once you confirm your secret image and phrase, you'll know you can safely enter your Password. If you don't recognize your Enhanced Online Security image and phrase, don't enter your Password.
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I am not an Internet expert. How easy is this new security feature to use?
Our new login solution is extremely simple for anyone to use. You don't need to memorize anything new—just use the site as usual and look for your secret image and phrase at login.
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Why has the login process changed?
Login has changed to protect the privacy and the security of your personal information.
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Can I access my account from multiple computers?
Yes, you can still access your account from any number of computers. If you login from a new computer or a public terminal, you will just need to go through one extra step of answering a Challenge Question. This helps protect you by keeping unauthorized people from accessing your valuable information. There is no limit on how many different computers you can use to login to your account.
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Why am I being asked a question when I try to log in?
We ask you a Challenge Question when we detect that you are trying to log in from a new computer. This is to prevent unauthorized access to your accounts. Since only you know the answer to the questions, we will know it’s really you. Generally you will be asked to answer a secret question only when you login for the first time from a new computer. After you answer the question, you will be asked whether we should remember this computer for future logins. If you are using a public terminal, you will want to answer no.
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How do I register a computer for future login?
If you have not created your Enhanced Online Security image and phrase, you will be prompted to do so the first time you enter your Login ID and click the Submit button before entering your password. During enrollment you will register your computer while selecting and answering your Challenge Questions. If you have already enrolled in the new security feature, you will have the opportunity to register your computer after answering your established Challenge Questions.
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What keeps somebody from stealing my secret image and phrase?
We only show you your secret image and phrase if you login from your registered computer, or after you have answered a secret question. So, it is not possible for an unauthorized person to get access to your secret image and phrase.
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When will I establish my secret image and phrase?
If you have not yet established your Enhanced Online Security image and phrase, you will be prompted to do so the first time you enter your Login ID and click the Submit button before entering your password. In addition to establishing your secret image and phrase, you will also be asked to select and answer Challenge Questions and register your computer for future login.
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Can I upload my own image?
No, you cannot upload your own image at this time. For security reasons, you must choose from the 35,000+ images we provide to you during enrollment.
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Can I change my secret image and phrase at any time?
Yes, you can change your secret image, phrase and Challenge Questions by selecting the appropriate check box during login.
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What should I do if my secret image and/or phrase are incorrect?
Immediately contact our Internet Banking Help Desk, (815) 756-6321 for assistance.
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When will I establish my Challenge Questions?
If you have not yet established your Challenge Questions, you will be prompted to do so the first time you enter your Login ID and click the Submit button before entering your password. In addition to selecting and answering your Challenge Questions, you will also be asked to create your Enhanced Online Security image and phrase and register your computer for future login.
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Can I change my Challenge Questions at any time?
Yes, you can change your secret image, phrase and Challenge Questions by selecting the appropriate check box during login.
SAFETY TIP: Our financial institution will never ask you to change your private information, and we will never change it for you.
Need Assistance?
If you have questions, contact our Internet Banking Help Desk, (815) 756-6321 for assistance.
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