How do I unlock my Online & Mobile Banking account?

Having trouble accessing Online & Mobile Banking? Whether you've forgotten your username or password, locked yourself out, or are signing in from a new device, you'll find the most common solutions here. Most account access issues can be resolved using the self-service options below.

Forgot Your Username or Password?

If you've forgotten your username or password, select Forgot your username or password? from the login page.

• To reset your password, enter your username, date of birth, and Social Security Number (SSN), then select Reset Password.
• If you don't know your username, select I Don't Know My Username and enter the primary email address or phone number associated with your account, along with your account number. Your username will be sent to the contact information on file.
• If you don't know your account number, see "How Do I Find My Account Number?" before starting the username recovery process.

Tip: After you successfully sign in, consider selecting Remember Username when using Online & Mobile Banking on a trusted device. You can also enable biometric login on mobile devices using your fingerprint or facial recognition for faster sign-in.

Locked Out of Your Account?

For security, Online & Mobile Banking locks an account after three unsuccessful password attempts.

To regain access, select Forgot your username or password? from the login page and follow the prompts to reset your password. You'll need your username, date of birth, and Social Security Number (SSN) to verify your identity.

If you've forgotten your username, recover your username first, then return to complete the password reset process.

If you're unable to complete the password reset process, contact Member Care for assistance.

Tip: If you recently changed your password, update any saved passwords in your browser, password manager, or mobile app to help prevent future lockouts.

Signing In From a New Device?

When you sign in to Online & Mobile Banking from a new phone, tablet, or computer, you'll be asked to verify your identity before the device can be trusted. This helps protect your accounts from unauthorized access.

During sign-in, select how you would like to receive your Secure Access Code. The code can be delivered by text message or phone call, depending on the contact methods available on your account. Once you receive the code, enter it when prompted to complete the sign-in process.

If you're replacing a phone, downloading the mobile app on a new device, using a different browser, or signing in from a new computer, this verification step is expected and does not mean there is a problem with your account.

Tip: After successfully signing in on a trusted device, consider registering the device and enabling biometric login, such as Face ID or fingerprint sign-in, for faster access in the future. See "How do I manage my devices?" for instructions.

Not Receiving a Secure Access Code?

Secure Access Codes help verify your identity when signing in to Online & Mobile Banking or registering a new device. Depending on your account settings, codes may be delivered by text message or phone call. Secure Access Codes can only be sent to contact information on file.

If you don't receive your code, confirm:

• You've selected the correct delivery method
• You have access to the phone number associated with your account
• You can receive text messages from Citadel. Text START or UNSTOP to 866-755-2936 to unblock messages.

If you no longer have access to the phone number on file, you'll need to update your contact information before you can receive a Secure Access Code. For security reasons, contact information cannot be updated over the phone. If you're unable to sign in, visit a branch or use Video Connect with a valid ID to update your information.

Tip: Secure Access Codes cannot be sent to international phone numbers. If you are using an international number, you'll need to use an authentication app, such as Google Authenticator, to complete the sign in process.

Still Need Help?

If you're unable to regain access to your account using the options above, contact Member Care for assistance.

For security reasons, some updates to your contact information or account access settings may require additional verification. If you're unable to complete the necessary updates in Online & Mobile Banking, you may be directed to visit a branch or use Video Connect with a valid ID.

Tip: Have your account information and a valid photo ID available before contacting us to help speed up the process.