Online Banking FAQs

Banking Online

General Questions

Security Updates

  • Why are you changing the security standards?
    As with all improvements in technology, we revisit our offerings regularly to assess how we can improve them to better serve your needs, defend against external threats and keep up-to-date with new guidelines issued by banking regulators. Our new security standards will make it even safer for you to monitor and manage your money while safeguarding against unauthorized access to your accounts.
  • What are the new username and password requirements?
    Username criteria:

    — 6-20 characters in length
    — Contain at least one letter
    — Can contain numbers and/or the following special characters:
    @ $ * _ - = . ! ~
    — Must NOT contain any spaces (including before, in the middle of, or after the username)

    Password criteria:

    — 6-32 characters in length
    — Must contain a combination of two of the following: letters, numbers or special characters
    — Must NOT contain any spaces (including before, in the middle of, or after the password)
    — Cannot contain the username

    Note that passwords are also case sensitive.
  • Can I update my username and password to match the new security standards BEFORE the upgrade?
    Yes. To update your username and password, sign in to Banking Online and navigate to the Profile menu option. On this page, you can visit the sections to “Change Password” and “Change User ID” respectively. If your sign in credentials do not meet the new security standards after the upgrade takes place, you will be prompted to update them at that time.
  • What will I experience when I log in to my online banking account the first day after the security upgrade?
    You will be guided through an easy three-step process:

    Step 1: The system will check your current username and password to see if they meet the new security standards stated above. If your username and/or password need to be updated, you will be prompted to make the change before proceeding.

    Step 2: You will have the opportunity to enter up to two phone numbers. These numbers will be used to send you a one-time verification code via a voice call or SMS text message based on your preference. You may also elect to receive your one-time verification code through email. You will need to confirm that the email we present to you is your current email address.

    Step 3: You will enter the verification code that is sent to the device of your choice.

    Please Note: If you enable a phone number for SMS in Step 2, you will not be asked to verify your device again. However, if you are using a browser on a computer and have deleted your cookies, the system will no longer recognize your computer and you will be prompted for a one-time verification code again. You will also be prompted to enter a verification code each time your account is accessed on a new device to verify your identity.
  • If I forget my password, how do I reset it AFTER the upgrade?
    You will be able to reset your own password after the Banking Online upgrade takes place by clicking the "Forgotten Password" link on the Banking Online sign in page and following the instructions. A phone number is required to receive your verification code, so if you have not already done so, you will need to add a phone number to your profile to use the Forgotten Password feature. Alternatively, you can contact the Customer Service Center for assistance.
  • What information is contained in the automated verification code voice call or SMS text message?
    The automated voice call will be identified as coming from First Republic Bank and will provide instructions to obtain your one-time verification code. The SMS text message will contain the one-time verification code and provide a phone number to call for assistance.
  • Once the verification code is delivered, how long do I have to enter it?
    You will have 10 minutes to enter the verification code before it expires.
  • What happens if I am traveling internationally and access Banking Online from an unrecognized computer?
    If you have a US-based mobile phone, you can use it to receive a one-time verification code via SMS text or automated voice call as long as you have wireless coverage within the country you are visiting. International roaming and data charges may apply, so be sure to check with your mobile carrier. Alternatively, if you have access to your email account, you can select that option for receiving your verification code.
  • If I chose to have my first verification code sent via SMS text messaging, can I elect to use email next time I require a code?
    Yes, but we do recommend using your mobile phone for the most secure experience.
  • How will using my phone make my account safer?
    We are implementing security known as “multi-factor authentication” which makes it more difficult for anyone to access your accounts without your knowledge. This is similar to what happens when you visit an ATM. For example, when you access your account from any ATM, you need both your ATM card (something that you have) and your PIN (something that you know).

    We’re implementing the same type of protection by using both your username and password and your phone to access your account. By doing this, even if someone manages to obtain your password and tries to use it to access Banking Online, they would be unsuccessful because they would need your phone as well.
  • Are we still going to need our challenge questions?
    Challenge questions, such as recalling your mother’s maiden name or the city where you were born, are not as secure as a one-time verification codes. The security of your accounts is of utmost importance to us, so we are moving from challenge questions to a one-time verification code.
  • Is there anything I need to do on my end?
    Please check your browser version to ensure that you will be running Banking Online on a supported version. We support Internet Explorer 8 and 9, the latest versions of Firefox and Chrome and the latest versions of Safari for Mac OS X.

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