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I am having trouble receiving my Secure Access Code. What are my options?

Frequently Asked Question

There are several ways to receive your Secure Access Code, including text, phone, or an authenticator app such as Google Authenticator. Please note that Secure Access Codes can only be sent to phone numbers that are listed in your account. If you have a new contact number, you will need to update it in your profile.

Once you've signed into Online & Mobile Banking, you will be able to update your contact information to receive your Access Code. Secure Access Codes can be sent via these channels:

Text Message - A text message (SMS) will be sent to your mobile device. If you are not receiving codes on that device, text the word START to 878787 to ensure your phone is not blocking the codes.

Phone Call - Choose a phone number listed on your account to receive a voice message with your code.

Google Authenticator - Google Authenticator is a mobile security application that provides two-factor verification. It doesn't require internet or cellular connectivity and can be used offline. This is a free service, but must be downloaded from the app store and installed on your device to use it.

To activate Google Authenticator, complete the following steps:

  1. Download Google Authenticator on your iOS or Android device.
  2. Log in to Online & Mobile Banking on another device, such as your computer browser.
  3. Select your profile picture in the upper right corner, then Security. Select Activate Google Authenticator in the Authentication tab.
  4. Select a method to receive a 6-digit Verification Code, then enter the code.
  5. Open the Google Authenticator app on your device and click the PLUS (“+”) button to add a new token.
  6. You can either scan the QR code provided on your screen, or Enter a Setup Key manually.
  7. Open the Citadel Mobile App and enter the code generated by Google Authenticator. Please note that less secure methods of authentication (text and voice message) are now disabled and you will authenticate through the authentication app.

For more information on how to keep your accounts and financial information secure, please visit our Security Center.