1. technology and computing
2. hardware
3. computer

Increased Security Authentication – FAQ
SIGN UP DATE: November 17, 2014
What is Increased Authentication?
Increased Authentication is a feature that improves the security of online banking. It provides an additional layer of
security for our members by using a second password in the form of a security question/answer and a personalized
image. This assures our members that they are visiting the official Kawartha Credit Union online banking website.
How do you register for Increased Authentication?
You can registers for Increased Authentication when you log in to online banking.
Registration is a two-step process
1. Select a Security Image and Caption (Phrase)
2. Select three security questions and answers.
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3. Previews and/or edit your chosen settings on the confirmation screen.
4. Click Next to complete the Increased Authentication process.
5. You will now be redirected to your Account Summary page.
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If you have completed the setup process for Increased Authentication and have not yet registered your computer, you will be
asked to answer one of your three security questions the next time you log in.
What is the “Register this Computer” checkbox used for?
If you check the Register this computer checkbox, a trusted cookie (temporary internet file) is placed on your computer for
identification purposes at subsequent log ins. Once you have registered your personal computer, you will not need to
answer any security questions.
There is no limit to the number of computers that can be registered. We suggest that you only register a personal and/or
private computer (such as a home or personal work computer). Shared computers should NOT be registered (such as those
found in libraries, or shared work computers).
Why might I see the “Register this Computer” message even if I have checked/registered my computer previously?
Each time you clear your cookies (temporary internet files), you will be prompted to register your computer again. You will
find below the steps to clear/delete cookies;
 Open a Browser (eg. Firefox, Internet Explorer, Chrome, etc.)
 Select File
 Select Internet options
 Delete Browsing History
o Delete Cookies and Website Data
Is Increased Authentication time sensitive?
Yes, there is a transition period of 60 days. This enables you to register for the Increased Authentication feature at a time that is
convenient for you. This allows you to de-select the “Set Up Increased Authentication” check box when logging in to our online
banking website. When the transition period has ended (on day 60) you must complete the Increased Authentication process.
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Are answers to the security questions case sensitive?
No, answers to the Increased Authentication security questions are NOT case sensitive. However, they are space
sensitive.
For example, if the saved answer is Bowmanville ON then the correct answer is Bowmanville ON (or bowmanville on
or any combination of upper or lower case letters). The space will be required for a correct answer.
What happens if the recipient does not answer the security question correctly?
When does a member get locked out of Online Banking?
The recipient gets 3 attempts to answers the security question correctly. If the Member does not authenticate after 3
attempts then the member will be locked out and the below message will be displayed;
A member has answered their security questions incorrectly three times in a week. Why is their account not locked
out of Online Banking?
Accounts are locked out of Online Banking only when members incorrectly answer the security questions 3
consecutive times. The count is reset each time members provide the right answer. In this case, the member may
have provided the correct answers to security questions at least once in the same week.
A. Scenario: Member logs in on a Monday and answers incorrectly once. If the Member does not login again
until two days later and answers the security question incorrectly twice then that member will become
locked out.
B. Scenario: Member logs in on a Sunday with an incorrect answer (1 time). If the Member log-in later that
same day with a correct answer then the count is reset to 0.
Most Common Member Issues/Questions
 Cookies (temporary internet files) are cleared and the member has to re-register their computer
 Security Questions are answered incorrectly and the member is locked out
 Upon being locked out – the member must contact Kawartha Credit Union to advise us that the account must
be unlocked and reset
Contact Centre
The Contact Centre will be responsible for accounts that are locked out of online banking due to answering the
security questions incorrectly. Typically, there will be two scenarios experienced by members;
1. Unlock (members locked out but, now recall the answers and simply require and unlock)
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2. Unlock and Reset (members locked out but, do not recall the answers and will require a reset which triggers
members at next login to select new security questions and answers).
What are Cookies?
A "cookie" is a temporary internet file that stores a small piece of information on a computer for later use. Cookies
are used to save time when re-loading the same webpage more than once or for passing information between
webpages on the same website. In this scenario, once a Member registers their computer a cookie is stored on their
computer for later use. The cookie stores information that the computer is trusted and Increased Authentication is
not required.
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