Frequently Asked Questions

Online Banking Upgrade

Here are answers to commonly asked questions regarding our Online Banking upgrade. If you have additional questions that are not answered on this page, please contact Member Services at 972.348.2000 or 800.843.5295, and we'll be happy to help you.

Printable Version

Q: Why is Online Banking getting an upgrade?
A: We aim to keep your account information secure while also providing you with the utmost ease and convenience to access your accounts. In 2011, the government (FFIEC) issued new guidelines that call for enhanced security measures. We are working to put these updated security measures in place to make sure we stay one step ahead of the bad guys.

This upgrade will primarily make it even safer for you to monitor and manage your accounts, as well as provide a few enhancements to the look and feel of Online Banking.

Q: Will there be any time during the upgrade that Online Banking is unavailable?
A: No. There is no anticipated downtime for our Online Banking system during this upgrade.

Q: Is there a concern about my account security now?
A: No. What you have now was the industry-leading best in account protection at the time it was launched. We are simply bringing you today’s best account security measures and will continue to do so as additional precautions are developed.

Q: What is changing?
A: The biggest change is the elimination of challenge questions that currently appear as an option when you log in from an unregistered computer / device. Going forward, you are able to register your computer / device by enhanced multi-factor authentication (EMFA) only, which is a much more secure means of confirming your identity.

Check out the new navigation menus, Bill Pay upgrades and interactive Bill Pay demo!
(demo is a public page - do not post actual account information)

Q: Why are challenge questions going away?
A: At the time we originally instituted challenge questions, they were considered a best practice for account protection. Since that time, the industry approach to online security has evolved. While not easy, hackers can learn enough about you from your friends and online postings to make educated guesses about the answers to challenge questions. Additionally, hackers can also employ advanced technology such as keylogging and phishing.

Today, the standard is to allow account access based on something the accountholder knows (a login ID and password) and something he/she has (a phone).

Q: What is enhanced multi-factor authentication (EMFA), and how does it work?
A: This works the same as it has since we converted to the Intuit online banking solution. Anytime you log in from an unregistered computer after September 10, 2013, the system sends a one-time passcode using the information you have on file with us. You can choose to have the passcode sent via text, voice call or email.

Here’s an analogy to better understand and explain the EMFA process: EMFA is similar to the security in place for an ATM transaction. When you perform an ATM transaction, you are required to use something you know (your PIN) and something you have (your debit card).

Take a look at how EMFA and the one-time passcode process will work after the upgrade.

The biggest difference with EMFA on the new platform is that members do not have the option to answer challenge questions like they do in the current system.

Q: How will putting my phone number on file make Online Banking safer?
A: You are in control of your phone. The likelihood of an attacker obtaining your login credentials and having possession of your phone is highly unlikely.

Q: Are there any changes to my username and/or password?
A: No. There will be no changes to your username and password. You will login with your existing credentials like you do today.

Q: What will I need to do after the upgrade on the FIRST computer I log into?
A: The first time you log into Online Banking after September 10, 2013, here is what will happen:

  1. Enter your existing username and password as you normally do.
  2. A pop-up screen will appear that will ask you to confirm, update or add phone number(s) and an email.
    1. If the information is already on file, you can simply confirm it or make changes to it.
    2. If the information is not on file, you will be required to add at least one phone number and one email address.
    3. The information is saved to your Online Banking profile.
  3. You are then given the option to have the computer/device you’re using registered, so you do not need to receive the one-time passcode in the future every time you log from that computer/device. You’ll just click “Yes, register this computer”. On the first computer/device, no one-time passcode is required!

Take a look at the first-time login experience post upgrade.

Q: Will I need to enter a phone number/email every time I log in?
A: No. Once you input your information initially after the upgrade, the system retains this information for our files.

Q: Will my other computers/devices still be “registered”?
A: No. Once the upgrade takes place, you will have to re-register each additional device that you use to access Online Banking, even if it was previously registered before the upgrade took place.

Q: I do not have to receive the one-time passcode on the first computer. What about subsequent computers/devices?
A: You WILL have to receive the one-time passcode on all other computers/devices after the first one is registered, post-upgrade. This works similar to the way it does today, but with a cleaner look.

Take a look at how EMFA and the one-time passcode process will work after the upgrade.

Q: I am always being asked for a one-time passcode in the current system, even after registering a device. Will this continue on the upgraded system?
A: After the upgrade, some of the enhancements will help minimize or eliminate that from happening. In addition to cookies, there are multiple “fingerprints” that the Online Banking system leaves in various places on your browser. This means that even if your browser is set up to delete cookies, the registered computer can still be recognized by our system as “registered”. These cookies and “fingerprints” are NOT malicious or harmful to your system at all.

Keep in mind that no system is perfect, however. There are situations where the system will not recognize the “fingerprints” due to the computer’s setup being drastically different than when the “fingerprint” was first placed on the system. This does not include basic browser and computer updates.

Q: What happens if I log in for the first time, post-upgrade, on a mobile device?
A: If you have not recently updated your mobile app, your experience will be the same as it is today. However, once you've updated your app, your experience will be similar to the computer experience:

  • Log in on your mobile web browser or your Texans CU smart phone app.
  • The mobile banking platform then allows you to confirm your phone numbers and email address, using the same guidelines as mentioned above.
  • You can choose to register your mobile device. On the first computer/device, no one-time passcode is required!

Q: What if I log in on my mobile device, post-upgrade, but I’ve already used the “free pass” on my desktop computer?
A: That’s OK, too! You’ll just need to register your mobile device(s) using the EMFA security. You won’t be required to confirm your information since you’ll have already done that. You’ll just follow these hassle-free steps:

  • Log in on your mobile web browser or your Texans CU smart phone app.
  • You will receive a secure login screen with the option to receive a text or a call to the number of your choice (email is not available on mobile EMFA).
  • TEXT – You will:
    • Switch to your text application when you receive notification of the text message received.
    • Reply to the text message with the passcode received. No switching back and forth or memorizing codes!
    • Receive a confirmation text and then go back to mobile banking seamlessly.
  • CALL – You will:
    • Answer the incoming automated call on your phone.
    • Press “1” on your phone’s keypad when prompted, to confirm login.
  • When you go back to the app, you will see an “Identity confirmed” screen and can press “Go to my accounts” to continue. You will only have to go through this process once.

Q: Is there anything I need to do now to prepare?
A: It is always a good idea to update your contact information within Online Banking. After the upgrade, you will only be allowed 2 phone numbers and 1 email address, so it is advisable to check your information now. The system will still ask you to confirm your information once you log in after the upgrade, but doing so now will make the upgrade even quicker.

Q: Is anything else about my Online Banking changing?
A: Yes – for the better! Starting the evening of September 10, you will notice a new Online Banking navigation scheme. The intention is to place similar functions together to make it easier and more logical for you to navigate. Take a look at the below documents for a preview of these changes:

First-Time Login Experience
New Navigation Scheme
Bill Pay Upgrades
Interactive Bill Pay Demo
EMFA & One-Time Passcode Process

Q: Which browsers will be supported?
A: Our system will support all of the following browsers:
• Internet Explorer 8+*
• Firefox 3+
• Google Chrome
• Safari

*Please note that Internet Explorer 7 is not supported. A member who is still using IE 7 will be prompted upon initial login to upgrade to a newer version of IE and/or receive errors that will not allow the member to log in.

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24-Hour Account Access Line: 972.348.2001 (800.843.6426)

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