What is a Secure Access Code?

A Secure Access Code is a one-time verification code used to help protect your account and confirm your identity.

You may need a Secure Access Code when:

• Enrolling in Online & Mobile Banking
• Logging in from a new or unrecognized device
• Registering a new device
• Updating certain profile or security settings
• Completing other security-related actions in Online & Mobile Banking

How Secure Access Codes Work

When prompted to verify your identity:

1. Choose where you'd like to receive your Secure Access Code.
2. Select Request Code.
3. Enter the code you receive to continue.

Secure Access Codes expire after 10 minutes.

Trouble Receiving Your Secure Access Code?

If you're not receiving your code:

• Check your text messages, voicemail, spam folders, and call-blocking settings.
• If you've previously opted out of text messages, text START to 866-755-2936 to begin receiving messages again.
• Contact your mobile carrier if text messages or automated calls may be blocked by spam filtering.
• Secure Access Codes cannot be sent to international phone numbers. An authenticator app can be used as an alternative verification method.

If you no longer have access to the contact information associated with your account, you'll need to update it before a Secure Access Code can be delivered. For security reasons, contact information cannot be updated over the phone. Visit a Citadel branch or use Video Connect for assistance.

Don't Have a Mobile Phone?

You can choose to receive a Secure Access Code by automated voice call instead of text message. Voice calls can be delivered to a landline phone.