Q. What is multi-factor authentication (MFA)?
A. Multi-factor authentication (MFA) adds an extra layer of security to your accounts by verifying your identity using two or more different factors. This makes it much harder for someone else to access your account, even if they know your password. YOUBanking combines something you know (like a password), something you have (like your device), and/or something you are (like your face) to securely verify it’s really you.
Q. How does YOUBanking authentication work?
A. When you sign in or perform a sensitive action, we verify your identity using one or more authentication factors. Depending on your enrollment settings and the level of risk, this may include a push notification, a one-time code, biometric verification (like your face), or another method. YOUBanking provides flexible, seamless and passwordless authentication across mobile, web, and call center channels.
Q. What is biometric authentication?
A. Biometric authentication uses your unique physical characteristics – such as your face – to verify your identity. Because biometrics are unique to you, they are extremely difficult to share, steal, or forget. YOUBanking uses facial recognition and liveness detection to securely match your face to your enrolled profile, delivering a fast and secure authentication experience.
Q. Why am I being asked to use my face to authenticate?
A. Facial authentication is a fast, convenient, and highly secure way to verify that you are you. It helps protect your account and sensitive transactions without the need to remember passwords or codes. Your face is unique to you and cannot be shared, lost, or stolen – making it one of the strongest ways to verify your identity.
Q. How does facial authentication work?
A. When prompted, you look at your device camera while our technology captures and analyzes your face in real time. YOUBanking compares it to your securely enrolled facial profile to confirm your identity. This entire process happens in just seconds and is designed to be easy and seamless while maintaining a high level of security.
Q. What is liveness detection and why is it used?
A. Liveness detection confirms that a real, live person is present during authentication – not a photo, video, mask, or other type of spoof. YOUBanking enhanced security technology helps prevent fraud and ensure your account is protected from identity thieves and deepfake attacks.
Q. When will I be asked to authenticate?
A. For your protection, you may be asked to authenticate when signing in, performing sensitive actions (such as changing account details), or when our system detects unusual activity or risk. These checks help ensure that only you can access your account and perform transactions securely.
Q. Will authentication work on my phone, tablet or computer?
A. Yes – YOUBanking authentication technology is designed to work across a wide range of devices and platforms, including iOS and Android smartphones and tablets, as well as Windows and macOS computers. You can authenticate using the method(s) you enrolled - such as mobile push notification, biometric verification, security key, or passwordless authentication.
Q. What if I don’t have my registered device with me?
A. If you don’t have access to your registered device, you can use an alternate authentication method, such as a backup code or another trusted device. If none of these options are available, please contact Client Care at 800-588-6805 for assistance regaining access to your account.
Q. Why am I being asked to verify my identity?
A. We verify your identity to help protect your account, prevent fraud, and comply with regulatory requirements.
Q. What do I need to verify my identity?
A. You will need a valid government-issued photo ID or digital identity credential and a smartphone or device with a camera. Make sure you are in a well-lit area and have a stable internet connection to complete the process.
Q. Is my biometric and identify information secure?
A. Yes – your privacy and security are our top priorities as your banking partner. We use industry-leading encryption and security controls to protect your data at all times. Your biometric templates are stored securely and cannot be reverse-engineered to recreate an image. We never sell your personal information. We comply with strict regulatory and privacy standards.
Q. What should I do if I receive an authentication request I didn’t initiate?
A. Do not approve the request. It could be someone trying to access your account. If you did not initiate the request, deny it, or let it expire. Then contact Client Care at 800-588-6805 right away.
Q. What happens if I get a new phone or want to register another device?
A. You can easily add a new device from the security setting in your account. You may be asked to re-authenticate or verify your identity before the new device can be registered. You can have multiple devices registered for your convenience and back up.
Q. What should I do if my device is lost or stolen?
A. If your device is lost or stolen, sign into your account on another device or contact Client Care immediately. We can help you secure your account. We recommend enabling additional authentication methods and keeping your account recovery options up to date.