Sign-In Frequently Asked Questions

Password Help

In most circumstances, you can unlock your own account. You may have received an email with instructions. In the event that you cannot unlock your account, please call Customer Service at (800) 237-7288 for help.

Your password must meet the following criteria:

  • 8 characters minimum
  • At least one upper case letter
  • At least one lower case letter
  • At least one digit
  • At least one special character (!@#$%^&*)

Please keep in mind that the most effective methods of creating a secure password are to make it long and to not use that same password anywhere else.

Multifactor Authentication (MFA)

A password is one possible ‘factor’ for authenticating yourself, something that only you should know. Multifactor authentication (MFA) augments that password by occasionally requiring members to confirm their identities with a second factor, a code, that is provided through a text message (SMS), a voice call, or an email message. Through the use of MFA, a person that has obtained your username and password cannot access your account because that person would also need to access your telephone or email account.

In a Browser: Click on the drop down menu to display a list of options for receiving the code. Select your preferred option and click "Send Code." Once you receive the code, enter it into the "Enter Code" field and click the "Verify" button.

In the Mobile App: A list of options for receiving the code will be presented. Tap on the one you want to use. Once you receive the code, enter it into the "Enter Code" field and tap the "Verify" button.

If you are using a web browser (e.g., Google Chrome or Mozilla Firefox), there are a few things that may cause this to occur:

  • The "Do not challenge me on this device again" checkbox was not checked before signing in.
  • The "Do not challenge me on this device again" setting is "remembered" by the web browser on a single device, so if you use a different browser or another device, you will be prompted for an authentication factor the first time you use them.
  • Your web browser is configured to clear cookies when you close it or it is configured to reject cookies. This could be a browser setting or a setting of a browser plug-in.
  • Browsing anonymously or "incognito" can also cause this issue.

If you are using a Members 1st mobile app, there are a few things that can make this happen:

  • You have uninstalled and reinstalled the mobile app.
  • You are using the mobile app for the first time on a different device.

Members 1st has partnered with a California-based vendor to generate the voice response.

Supported Technology

Online banking supports the following browsers:

  • Google Chrome for Windows or MacOS
  • Mozilla Firefox for Windows or MacOS
  • Safari for MacOS
  • Microsoft Edge for Windows 10

Note: No versions of Internet Explorer are supported

Fingerprint scanning is supported on both iOS and Android platforms. Facial recognition is supported on the iOS platform.

Other

Research has revealed that security images are not effective at helping prevent users from falling victim to malicious sites. As a result, they can convey a sense of false security that deters users from relying on more effective protection like multi-factor authentication. For these reasons, we have removed it from the sign-in screen.

We will automatically redirect you to the new URL, but updating your bookmarks is good, too!

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