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What do I do if I become locked out or forgot my password or security questions?

If your password isn't working, or if you have forgotten your password, or if you have been locked out, you should follow these steps:

  1. Click the online banking button and click on Forgot password?
  2. Read the statement, click I Agree, and click the Continue button.
  3. Enter your username and member number. Click Continue. Note: If you don't know your username, please contact us for assistance recovering it.
  4. Choose to have a temporary password sent to you by email or text message. Click Continue. If requesting a temporary password via email, it will be sent from noreply@stcu.org, text messages will be sent from 64085.
  5. Note: If the contact information we have on file is inaccurate or out of date, you will not be able to proceed any further. You will need to contact the credit union for further assistance.
  6. Check your email or text messages to retrieve the temporary password. Once you've received it, enter your username, and click Continue. Enter the temporary password in the following screen, and click Login.
  7. Select your desired password. Click Continue.

Forgot your security questions?

For security purposes, please contact STCUto have your security questions reset.

What if I forget my username?

If you forget your username, you will need to contact the credit union for further assistance. We will need to securely verify your identity before providing you with your username.

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. Security questions are the default security step, but there are two other security options you can choose to enable: text message security codes, or security tokens.

To edit your Two-Factor Authentication options:

  1. Log in to online banking.
  2. Click on the Settings button in the top menu bar.
  3. Click on the Security tab.
  4. Scroll down to Two-Factor Authentication.

A screenshot of how to set Two-Factor Authentication in online banking.

If you've never changed your Two-Factor Authentication options you'll likely see that Security Questions are the only enabled option. To enable other options such as Code via SMS (text) or Tokens click on the 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.

Using Quicken, QuickBooks Online, or Mint.com?
Be sure you leave Security Questions set as your preferred authentication method, those systems may otherwise not be able to import your account information. We are working to improve this process so that users of Quicken, QuickBooks Online, or Mint.com are able to use a different preferred authentication method.

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 JOIN 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 OPT IN 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.


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