Can't Sign In
Use the feature to retrieve the forgotten username or reset the password by providing identification details.
Menu path: Online Banking
On the Sign In screen, click Can't Sign In?. The app displays the verification screen.
Menu path: Mobile Banking
On the Sign In screen, tap Can't Sign In. The app displays the Forgot Credentials screen.
The following identification details are required for verification against the details available in the back-end system:
- Enter the Last Name.
- Enter the Social Security Number (SSN). The SSN should be a valid 9-digit number. The app displays an error message in case a wrong number is entered.
- Select the Date of Birth from the Date, Month, and Year lists.
Click Continue to Proceed to the next screen.
The verification confirmation (Welcome Back) screen.
If you have not registered/enrolled for banking, the app displays an appropriate message, "You have not yet enrolled for online banking. Please enroll now," and displays the link to enroll.
- If the information provided is incorrect, the app displays an appropriate message.
- If the information provided is correct, the app displays the retrieved username.
You can either retrieve username or reset password.
Retrieve Username
If the correct information is provided on the verification screen, the app displays the retrieved username on the Welcome Back screen and provides an option to sign in with the username. If the user has more than one account with the bank, for example, for both retail banking and micro-business banking, then the user must select the required option and proceed to the next step.
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Click Sign In using the retrieved username.
NOTE: The username is populated in the User Name field.
- Enter the Password and Sign In to the application.
Mobile Banking Screen
Reset Password
The app displays the Welcome Back screen and provides an option to reset the password.
- Click Reset My Password to reset the password.
- MFA Authentication: Depending on the bank configuration, you must provide additional authentication such as providing the secure access code to reset the password.
- Select the mode of contacts such as the registered phone or the registered email ID for receiving the secure access code. You can either select both or any one mode of contact to receive the secure access code. The secure access code is sent to your registered mobile number and email ID or anyone based on your selection.
- Enter the secure access code received to your mobile or email ID. Verify the OTP entered.
In case you have not received the OTP, you can use the OTP resend option to receive the OTP again. - If you enter an incorrect OTP or do not provide any OTP response, the app requests you enter the correct OTP. If you enter an incorrect response more than five times (configurable), the app displays an error message and navigates you back to the Sign In screen.
- Once the OTP is verified successfully, the app displays the Reset your Password screen.
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Enter the new password and re-enter it to confirm.
The password rules are displayed once you start typing the password in the respective field. The rules disappear once the text matches with the defined rules. - Go to the next screen. The app displays the password reset confirmation screen.
- You can Proceed to the Sign In screen or choose to sign in later.
- If the provided information is incorrect, the app displays an appropriate message.
- New Password field validation:
- The field is case-sensitive.
- Minimum 8 and Maximum 24 characters. The values are configurable.
- Alpha, numeric (a-z, A-Z, 0-9) and special characters required:
- Minimum of one uppercase, one lowercase, and one numeric character.
- Special characters allowed are ! # $ % ( * ) + , - / ; = ? [ \ ] ^ _ ' { }
- Cannot be 9 consecutive digits.
- Cannot be same as the username.
- All characters should not be the same.
- Other Validations
- CVV: 3 digits long (numeric only)
- OTP: 6 digits long (numeric only)
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