New Business Connect Security Enhancements

1. Why is my Business Connect Internet banking log-in changing?
In order make your online banking experience as secure as possible , we are introducing new security features. Business Connect will be the same as it was before, only now you will have an extra layer of security working behind-the-scenes to protect your account. The new security may prompt you to verify your identity before continuing. This means you can now bank online with an even greater sense of confidence.

2. What are the new security enhancements?
The new security features provide additional layers of protection to your online account by ensuring you are on the genuine Internet Banking site. The first time you log-in after the changes occur, the system will automatically generate an image associated with your account. You will give the image a name (Authorization Phrase) and each time you attempt to log-in to your Arrowhead Credit Union account through Business Connect, your image and the Authorization Phrase will appear before you enter your password.

Seeing your image and name (Authorization Phrase) will let you know you are at the genuine Business Connect online banking site and not a fake or fraudulent site. This means it is safe to enter your password. If the correct image and the name (Authorization Phrase) you assigned do not appear, do not enter any sensitive information such as your password. You should always see your personal security image and Authorization Phrase before entering your password or any personal information.

You will also be asked to answer several challenge questions that only you should know the answers to. The new security system will recognize the computers you normally use to access Business Connect.

In the future, if you or someone else attempts to log-in to your account from a new or unrecognized computer, the system will need your challenge questions answered correctly before you are allowed to continue.

3. How do I get started with the new security enhancements?
The first step in the process is the change to the dual log-in screen. The user id will remain on the first page of the log-in, just click “continue” to move to screen two to input your password. The second step will be implemented December 27 th. The first time you log-in after December 27 th, enter your user id. The system will automatically generate an image, then you will select an Authorization Phrase and answer the Challenge Questions. You do not need to do anything to initiate this process. When you are prompted, please take a moment to set up your Authorization Phrase and Challenge Questions in order to add these additional layers of protection to your account.

4. How do I choose the Challenge Questions?
The system will randomly choose one out of 10 questions. If you wish to select another question, click on the drop box and select the question of your choice.

5. How should I choose the secret answers to my Challenge Questions?
Your answers should be something you can easily remember, yet are not readily known by others. Try to avoid using answers that will change over time. Each person that logs on to your Internet Banking account with a unique user id will need to go through this set-up process. Be sure to enter the answers carefully as you will need to supply exactly the same answer if you are ever prompted with one of your Challenge Questions. This field is not case sensitive and will not accept special characters, such as $ or %.

6. Where do I enter my password?
Due to the new security feature, you do not enter your password until you verify the image and the Authorization Phrase to be those that you selected. To begin log-in simply enter your user id and click “continue”. You will then see your personal image and the Authorization Phrase on the next screen where you can safely enter your password to gain access to your account.

7. How much will it cost?
There is absolutely no cost associated with the new security system. This is part of our ongoing commitment to providing Arrowhead Credit Union members with the highest levels of online banking security available.

8. When will I be asked to answer my Challenge Questions?
You will only be prompted to answer a Challenge Question when you log-in from a PC that you have not registered , or the system believes it detects unusual or uncharacteristic attempts to access your account.

9. What is unusual or uncharacteristic behavior?
Unusual or uncharacteristic behavior is anything that appears to be out of the ordinary compared to how and where you normally bank online. If the action being requested does not appear to be something you would normally do or you access your account from a PC you normally do not use for online banking, we will ask you to answer your Challenge Questions to make sure it is really you and not an unauthorized person.  

10. Will I be asked for more information all the time now?
No, you will only be asked for more information when unusual or uncharacteristic behavior is detected. This will most likely be a very rare occurrence.  

11. How do I know it is working?
After you complete the set-up process, the new security system will work automatically. That means you are being protected every moment – when you are online and more importantly when you are not.

12. Is my account information still safe?
Yes, in fact your account information is safer than ever before because of the additional security enhancements.

13. How will this help prevent online fraud?
If your user id and password are stolen, the fraudster would have to be able to answer your Challenge Questions correctly before being able to access your account and complete a fraudulent transaction. If the unauthorized person is not able to provide this information, the activity will be blocked. This added layer of security helps us protect your online account at all times. The image and the Authorization Phrase also help you to ensure that you are always logging in to our legitimate Business Connect website, not a fraudulent one.

14. What keeps somebody from stealing my personal security image and name?
We only show you your personal security image and name if you log-in from a recognized (registered) computer or after you have answered the Challenge Question. Therefore an unauthorized person will not have access to your image and the Authorization Phrase. Remember: Once you have signed up, NEVER enter sensitive information such as your password without first seeing your image and Authorization Phrase.  

15. I check my account very often, wouldn’t I know if something unusual showed up on my account?
It is great that you check your account frequently! It is always a good idea to regularly monitor your account for any unusual activity (like payment(s) you didn’t make). This security service helps prevent those incidents from ever occurring, so when you check your account everything is exactly how it should be.

16. I share my computer with someone who has a different account. Can both of us still log-in from this computer?
Yes, you can both use the same computer to log-in to your individual accounts. There is no limit to the number of people that can log-in to various websites from the same computer. However, you should consider choosing security questions that only you will know the answer to.  

17. We have multiple authorized users for this account. We will all still be able to continue to log-in to the account?
Yes, each person that has a unique user id will be assigned an image and need to select an Authorization Phrase and Challenge Questions. If multiple users use the same user id, you may want to establish the Authorization Phrase and Challenge Questions together so that all users will know the answers if they are ever prompted to provide additional information when logging in.

18. Can I change my personal image and Authorization Image or Challenge Questions at any time?
Yes, you can change your image and Authorization Phrase or Challenge questions at any time. After logging in to Business Connect, go to the list of options on the left side of the screen and select Services>Security Maintenance and select either Change Image/Phrase or Change Questions/Answers to make the changes.  

19. I am trying to log-in from my own computer, but the website is not showing me my personal security image and name. What is happening?
This might happen in rare cases. Before answering a Challenge Questions or entering your password, make sure that you are going to our legitimate website. The easiest way to ensure this is by typing in www.arrowheadcu.org directly into your web browser. Then, after you answer the security question, you should see your personal image and Authorization Phrase above the Password field. If your image and Authorization Phrase are there, you can be confident that you are at our legitimate website and can enter your password.

Remember: Once you have signed up, NEVER enter sensitive information such as your password without first seeing your image and Authorization Phrase.

20. Will my password change due to the new security system?
No, your image, Authorization Phrase and Challenge Questions are separate from your password, which will not change.

21. I already have anti-virus software and a personal firewall. Why do I need this?
We are glad to hear you use anti-virus and a personal firewall. Be sure that you keep both software programs up-to-date for the best possible protection against viruses, trojans, and hackers. These new security features protect against another kind of threat such as stolen password and account information. It works with your other security programs, but does not replace them.

22. What browsers does this security upgrade support?
The new system security supports Netscape and Internet Explorer, with the exception of Explorer 7.