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In our continued efforts to provide you with safe and secure online access to your accounts, we are updating the user authentication process for Online Banking. Below you’ll find more information about the update, as well as commonly asked questions. In conjunction with this change, North Shore Bank’s Online Banking Terms and Conditions have been updated.
 

Out of Band Authentication for Online Banking

How is the login process for Online Banking changing?

Beginning in late October, when accessing Online Banking, you will be required to enter a unique 4-digit secure code from the verification alert sent to you via text message or phone call, using the phone number we have on file for you.

Here’s how it will work:

  • Step 1 – Enter your username and password as you normally do
  • Step 2 – Enter a unique 4-digit secure code, from the verification alert sent to you via text message or phone call, using the phone number we have on file for you

The first time you log in to Online Banking after the update, you will be able to choose the method for receiving the verification alert – either via text message or phone call. After the initial set up, the verification alert will be sent any time you need to be authenticated, such as when changing personal information.

Do customers need to do anything to prepare for this update?

Yes! Please make sure the phone number in your Online Banking Profile is accurate and up-to-date by following these two easy steps:

1) Log in to your Online Banking account.
2) Click on Settings (located in the upper right corner of the screen), then click on Profile to check that your phone number is current and correct.


Access Online Banking

Why do I need to review/update my phone number in my Online Banking Profile?

If we don’t have your current phone number on file, you won’t receive the verification alert with the 4-digit secure code to complete the login process and access your accounts. At that point, you will need to call Customer Support to update the phone number in your Online Banking Profile to resume access online.

Is my login information changing?

No. Your Username and Password are staying the same. We are enhancing the user authentication process by sending you a verification alert with the 4-digit secure code directly to you via text message or phone call.
 

When is this change happening?

The new login process is expected to go live in late October.
 

What about the Mobile Banking App?

The authentication process for the Mobile Banking App is not changing at this time. You will still be asked to answer challenge questions when accessing the Mobile Banking App.
 

What if I need help or have questions?

Please contact us for help with your questions.
 

Frequently Asked Questions

You will receive the verification alert that contains your secure code any time you need to be authenticated, such as when changing personal information. 

The verification alert process is driven by both your IP address and the cookies on your browser. If you switch computers or browsers, or clear your cookies, you will receive the verification alert, and will be prompted to enter the 4-digit secure code.


No. A new, unique secure code will be sent to you via a verification alert each time it is required.


You will receive your text (SMS) verification code from 720-80. Please make sure you’ve entered the entire 4-digit secure code that was sent to you from this number. To have a new code sent, click on Send a New Code within the Enter Verification Code prompt.

As a reminder, do not share this four-digit code with anyone.


If you have five unsuccessful login attempts, you will be locked out. Please contact Customer Support for assistance. You will be required to provide additional verification by phone.


For your account security, shared Usernames are not permitted. Please use the Online Banking Enrollment Process to create a unique Username for each person. As a reminder, do not share the 4-digit secure code with anyone.


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