Q: Why am I being asked these additional questions in order to access my account?
A: The Village Bank is committed to providing strong security measures to our customers. These enhanced security measures meet or exceed requirements for all federally insured institutions to bolster the security of our customers’ accounts.
Q: Do I have to answer these questions every time I login?
A: No. You can designate computer(s) from which you would like to login without being prompted for the additional questions. To do this you must:
- Login and then select user options.
- From the user options page select the Enhanced Login Security link.
- Set the radio button to Add Enhanced Login Security to this Computer and click submit.
This will set a cookie or flash object on your computer and you will no longer be prompted to answer the questions when logging in from this computer.
Q: I added Enhanced Login Security to my computer so why am I still being prompted to answer the questions?
A: When you add enhanced login security to your computer it creates a cookie or a flash object to identify the computer. If you are still required to answer the questions again on this computer after adding enhanced login security, then your cookie or flash object is being removed. The easiest way to correct this problem is to install Adobe Flash Player 9 by clicking on the image below and then adding enhanced login security again by following the instructions in the preceeding question.
If you cannot install Adobe Flash then you must find the cookie whose name begins with MAF followed by a serial number and set your software to preserve it.
Q: What happens if I forget or lose my password?
A: You can easily reset the password yourself by clicking here, or call us and we will take you through the steps needed to get back into the system immediately!
Q: When I am selecting security questions it asks me to confirm my e-mail address. My e-mail address is incorrect and it won’t accept my new one. How do I correct my e-mail and get past this screen?
A: Confirm the e-mail address that is typed in the top window, and you will be allowed to pass this screen. Then contact a bank representative to update your email address.
Q: What if I have forgotten my answers to the questions or the system does not accept my answers?
A: When selecting the security questions and answers, the computer will accept whatever values you choose to type. The answers are not case sensitive, but they are sensitive to spaces, periods or any difference in what you type (e.g. St. George and St George would be different answers). If you are still unable to correctly answer the questions, you can either re-enter them from a computer that has already had enhanced login security added or you can call us at (435) 674-5200 and we will be happy to help you reset your account.
Q: Why am I being asked to answer questions different than the ones I selected?
A: Occasionally a slight slip of the mouse may occur during the question selection process which you may not have noticed. Try giving the answers as though the questions were those you expected.
Info: Other important information regarding the online banking system that you should know.
- Your user ID is originally your Social Security number and will remain so unless changed by you. Be certain you are only typing numbers without dashes.
- The password is case sensitive. Please, check that CAPS lock is not on.
- After 90 days of inactivity your account will be purged from the system for security reasons. If it has been 90 days you will need to register again.
- If filling out an application and you receive error 1006 you are already registered.
- If you have received an error message while attempting to logon you should close the browser window and reopen before attempting to logon again.
Q: I want to check my business accounts, why am I logging in on the personal side?
A: Business banking offers many features that are not needed by all businesses, while the personal banking portal meets their needs more effectively. If you are not sure which portal your business is using, please contact a bank representative.
