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Frequently Asked Questions

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Towne-Personal/Biz Security and Navigation Improvements FAQ

  1. Why are you changing security standards?

    Your security is very important to us. So as technology improves to better protect you, we are committed to making it available. Additionally, government regulators recently issued new guidelines calling for enhanced security measures for online banking. Therefore, we are upgrading our security procedures to provide you with the best protection available. 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.

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  2. What are the security changes?

    Stronger User ID Requirements
    Upon your first log in, on or after August 14th, you may be prompted to change your User ID to fit the following criteria:

    • Between six and 20 characters in length
    • Contain at least one letter or a combination of letters and numbers
    • You may also use special characters including - @$*_!~

    You can update your User ID prior to August 14th by selecting the 'User Options' tab and then selecting 'Change User ID' within Towne-Personal/Biz. Be sure to use the new criteria listed above rather than what is currently listed on the 'User Options' page in online banking. However, you will be unable to create a User ID that is more than 12 characters long prior to August 14th.

    One-Time Verification Code for Your Computer
    We are pleased to introduce the use of one-time verification codes which will make access to your accounts even more secure. This enhanced protection uses both your password and a one-time verification code that you will receive outside of online banking through text, voice phone call, or email to access your account. Even if an attacker managed to steal your password he or she would be unable to access your account without your registered device or a one-time verification code sent only to your pre-determined phone number or email address.  

    Improvements to Password Reset Feature
    We are also making improvements to the password reset feature by sending you a temporary password to your registered device either by voice phone call or text message. For your security, we are unable to send a temporary password to an email address.

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  3. How will using a one-time verification code make online and mobile banking safer?

    We are implementing what is known as “enhanced multifactor authentication” which provides an additional layer of security making it much more difficult for fraudsters to access your accounts. This enhanced protection uses both your password and a one-time verification code that you will receive outside of online banking through text, voice phone call, or email to access your account. Even if an attacker managed to steal your password he or she would be unable to access your account without your registered device or a one-time verification code sent only to your pre-determined phone number or email address.  

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  4. Is there anything I need to do?

    Upon your first log in, on or after August 14th, you may be prompted to change your User ID to fit the following criteria:

    • Between six and 20 characters in length
    • Contain at least one letter or a combination of letters and numbers
    • You may also use special characters including - @$*_!~

    You can update your User ID prior to August 14th by selecting the 'User Options' tab and then selecting 'Change User ID' within Towne-Personal/Biz. Be sure to use the new criteria listed above rather than what is currently listed on the 'User Options' page in online banking. However, you will be unable to create a User ID that is more than 12 characters long prior to August 14th.

    On or after August 14th, you will need to verify your phone number and/or email address where you can receive a one-time verification code. You must also have that phone or computer available when you log in so that you may receive your one-time verification code via voice, text or email.

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  5. Will I always need to use both my password and a one-time verification code to log in to Towne-Personal/Biz?

    Not necessarily. You will only need to obtain a one-time verification code the first time you attempt to log in from an unregistered mobile device, desktop or laptop computer. If you are accessing your account from a private computer that you regularly use, you will be given the option to register your computer on a screen during the one time verification process featured below. 

    By registering your computer, you will avoid the step of obtaining a verification code via phone or email for future online banking sessions.

    If you opt to register your computer, we recommend that you do so only on a computer that you personally own and has the latest updates and virus protection software installed.

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  6. What if I log in from another computer or mobile device?

    The first time you access your accounts from another computer or mobile device, you will need to use both your password and be prepared to receive a one-time verification code to log in. However, you may choose to register your new computer and/or mobile device so you will only need your User ID and password for future access.

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  7. How will I receive a one-time verification code?

    Step 1: Upon your first log in, on or after August 14th, you will be prompted on a screen like the one shown below, to provide a phone number and/or email address where you can receive a one-time verification code via text, voice phone call, or email.  *Please note that we are unable to support phone numbers with extensions.

    For your convenience, you have the option to provide an email address; however, if you do not provide a phone number you will not be able to use the password reset feature.

    Step 2: Select your preferred method to receive your one-time verification code.

    Step 3: Once you receive the verification code by text, voice phone call, or email, you will enter it on the screen below.

    Note: You can skip this step in the future by registering your computer at this time.

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  8. I use mobile banking, will I need a one-time verification code to access my accounts?

    Upon your first log in, on or after August 14th, you will be prompted to verify your contact information. Then you will be prompted to receive a one-time verification code as outlined below. 

    Step 1: After logging in with your User ID and passcode, select where you would like to receive your one-time verification code using the phone number and/or email address you previously defined.

    Step 2: Verify the phone number or email address and confirm your selection.

    Step 3: The system will generate a one-time verification code and deliver it either via voice phone call, text or email. Enter the code in the field on the screen featured below and hit 'Submit.'

     Note: *To skip receiving a one-time verification code in the future, select 'Remember this device' before selecting 'Submit'.

     

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  9. What if I don't have access to the phone number and/or email address I set up to receive my one-time verification code?

    Please contact TowneBank at 757-638-6714 and we will help you access online banking.

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  10. I use text banking, will I need to re-register my phone?

    Yes. Even though you registered your device on our website prior to the August 14th upgrade, you will need to register your device again to continue using our text banking services.  You may complete your registration here.

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  11. Why should I provide a phone number and an email address?

    We recommend that you provide a phone number and an email address to ensure you can receive a one-time verification code even if you experience a loss in cell phone reception, a phone outtage or problems with your email account.  Please make sure that you provide methods of communication that you have access to any day of the week and at any time of the day when you would want to log in to online banking. 

    Note: It is important to note that phone numbers with an extension cannot be supported at this time.  For your convenience, you may register up to two phone numbers.

    Note: For your security, if you need to use our 'Forgot Password' feature we are unable to send a temporary password to an email account.

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  12. What are the navigation changes?

    We are streamlining the navigation so that it will feature five tabs instead of six.  There will be minor changes to menu options to make them more intuitive. 

    Current Navigation

     New Navigation


    Note: TurboTax will be located under 'Manage Money' and 'Check Reorder' will be located under 'Additional Services'

    After the upgrade, if you need to make any changes to your contact information, User ID, or password you may do so by selecting 'My Profile' in the upper right hand corner.

     

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