How does 2-Step Verification work?

• Each time you log in to Online Banking or the Mobile App, you will be presented with a verification code entry screen which advises a one-time use verification code has been generated and sent to you at the mobile phone number or email address you provided when you activated 2SV.
• You must retrieve the verification code from the notification text message or email and then submit it for verification on the verification code entry screen.
• Authentication is complete if the verification code is verified and you can proceed with digital banking activities.
• If an incorrect code is entered more than three times, the account will be locked to protect your account. You’ll need to contact us to have your account unlocked so we can validate your identity.

How do I activate 2-Step Verification?

• Simply go to your Online Banking login page or launch the Mobile App and you will be presented with an enrolment screen that prompts you to register a mobile phone number or email address through which one-time verification codes will be sent.
• After you enter your mobile phone number or email address according to the format indicated, hit SEND CODE to submit for validation.
• The verification code for set-up will then be sent to your mobile phone or email address.
• You will need to retrieve the code from the notification, enter it on the “Enter Your Verification Code” screen, and select CONTINUE.
• The “Enter Your Verification Code” screen will then be updated with the message “Enrolment Complete” confirming your successful enrolment.
  

Frequently Asked Questions

About 2-Step Verification

• Is 2SV mandatory?

  • From now until May 8, 2023, you have the option of setting up 2SV at your earliest convenience.
  • Due to the extra security it provides we highly recommend you set it up immediately.
  • After May 8 2023, 2SV is mandatory for all digital banking users and you will not be able to login to Online Banking or the Mobile App without setting it up.

• What happens if I do not have a cell phone or email address?

  • 2SV requires either a cell phone or email address to send the verification code.
  • At this time, we are not offering voice verification options.
  • Due to the importance of offering all of our members the most secure online banking experience, without one of these options, it will no longer be possible to use Online Banking or the Mobile App after May 8, 2023.

• Which activities will trigger a verification code?

  • At present a verification code is only required at login.
  • Adding the requirement for 2SV for key transactions such as adding a bill vendor, sending an INTERAC e-Transfer, etc. may be implemented in the future.

• Does 2SV replace the need for a strong password?

  • Authentication requires both a password and the verification code.
  • As always, it is critical to ensure you have a strong online password that is unique to your PenFinancial digital banking.
  • For tips on choosing a strong password, download this tip sheet.

• Will I still be asked my security questions each time I login?

  • Once you enable 2SV you will no longer need to answer your security questions as this feature is being eliminated in favour of 2SV.

• Will this replace biometric login (e.g. fingerprint or FaceID)?

  • Upon activation of 2SV biometric login will no longer be available.

Setting up 2SV

• Do I need to set up 2SV on both Online Banking and the Mobile App?

  • You will only need to set it up once and the functionality will apply to both OLB and the Mobile App.

• What happens if I do not have a cell phone or email address?

  • 2SV requires either a cell phone or email address to send the verification code to.
  • At this time, we are not offering voice verification options.
  • Due to the importance of offering all of our members the most secure online banking experience, without one of these options, it will no longer be possible to use Online Banking or the Mobile App after May 8, 2023.

• Can I choose to have the verification code be sent both by text and email?

  • During initial enrolment, you will have to select one option.
  • After initial enrolment you can update you contact information from the Profiles and Preferences screen to add the second notification channel.
  • While you may set up both a mobile phone number and email address for verification code notifications, you must select which channel you want the notification sent to before it is dispatched.

• Can I register multiple mobile phone numbers or email addresses?

  • Not at the present time. This may be an enhancement in the future.

• How do I change the cell phone number or email the verification code goes to?

  • From within Online Banking go to Profile and Preferences > Change 2-Step Verification Information.
  • On the Mobile App go to Settings > Change 2-Step Verification.
  • In the dialogue box, click on the pencil icon to change information, or on the trash can icon to delete a contact method.

Using 2-Step Verification

• Where does the verification code get sent?

  • When you set up 2SV you will have the option of providing either a cell phone number to receive text messages or an email address.
  • We recommend you choose a text message as this is a more secure method of transmission.

• How long does it take to receive the verification code?

  • Typically, the verification code will be received within a minute.
  • If you do not receive the code within a reasonable amount of time, try re-sending the code using the “Send new code” option on the Enter Your Verification Code.

• Do I have to change any of my current digital banking configurations or settings after enrolling in 2SV?

  • Configurations such as enabling QuickView on the Mobile App, and enabling memorized accounts (the “Remember Me” option) in Online Banking must be re-configured after enrolment in 2SV.

• If I will be traveling outside of Canada, are there any additional steps I need to take to ensure I can get the verification code?

  • You will just need to ensure that you have access to the email or mobile number you selected to receive verification codes.

• If I lost or don’t have access to the device where the verification code is sent to, what should I do?

  • You will need to visit a branch or contact us to have your identify validated and have your account reset.

• Can I use the same 2SV code multiple times?

  • No. Each time you log in to Online Banking or the Mobile App, you will sent a new one-time use verification code at the mobile phone number or email address you chose when activating 2SV.