What do I do if I forget my username or password?
- Click “Forgot username/password” in online banking.
- Verify your information.
- Follow the next steps to reset your username or password.
Contact us if you need more help.
How do I change my Two-Factor Authentication options?
If you're logging in from an unrecognized computer or mobile device, you'll be asked to complete an extra security step before entering your password. We call this extra step Two-Factor Authentication. A verification code through text message is the default option, but there are other security options you can choose to enable: voice call security codes or security tokens.
To edit your Two-Factor Authentication options:
- Log in to online banking.
- Click on the Settings button in the top menu bar.
- Click on the Security tab.
- Scroll down to Two-Factor Authentication.
To enable other security options, including Google Authenticator, click on the pencil icon or gear symbol beside the option you want to enable, then follow the on-screen instructions. You can also change your preferred authentication method (indicated by the orange star icon). Your preferred authentication method will be listed first the next time you sign in from an unrecognized device.
Why am I not receiving my temporary password or SMS confirmation code text message?
If you haven't received your temporary password or SMS confirmation code text message after several minutes, it is possible shortcode messaging is not enabled to/from your phone. To determine, text the word SUBSCRIBE to 64085, STCU's online banking shortcode number. Wait approximately 30 seconds, then text the word HELP to the same number (64085). If shortcode messaging is enabled, you should receive a response from STCU. The message will usually say:
"Clickatell Alerts # msgs varies/user. For info go to Clickatell.us/alerts/alerts/tnc.php or call 1-800-557-9158. Reply STOP to cancel. Msg&data rates may apply."
If you get this message, then try requesting another text message; you should be able to receive it.
On the other hand, if your text message to 64085 was unsuccessful, you may receive a response back from your cell phone carrier stating that you're unable to send or receive shortcode text messages. For example, the message might say something like:
"Message failed. Shortcode may have expired or shortcode texting may be blocked on your account."
If you receive a message of this type or you don't receive any message in response within a few minutes, you will need to either try Opting in by texting 64085 with the Phrase SUBSCRIBE or to contact your cell phone carrier and let them know that shortcode text messaging is not working on your phone and possibly being Blocked. The cell phone plan's primary account holder may need to be the one to contact the carrier if you're not authorized to make changes on your plan.
