Review Account Security

If you see suspicious activity in your account that you didn’t authorize — such as notification that your password was changed or your contact information was updated — your Online Banking account may have been compromised. You should immediately contact RBFCU at 210-945-3300 for assistance.

If you’re still able to access your Online Banking account, report the unauthorized access to RBFCU and take the following steps:

1. Sign in and check your account for any changes or transactions that you did not authorize — for example, changes to your email address or other contact information, or fraudulent transfers
   • To check your contact information: Select the profile icon, then Profile Settings, then Contact Settings. Be sure to update any incorrect or outdated information
2. Next, remove any devices with access to your account that you don’t recognize
   • To deactivate a device: Select the profile icon, then “Profile Settings,” then “Security Center,” then “My Devices.” Select “Deactivate” under the device you want to remove
3. Next, change your username and password. Get tips on creating a strong password here
   • To change your username and password: Select the profile icon, then Profile Settings, then Security Center
4. Enable multifactor authentication (MFA) for your account. Get directions for setting up MFA here

If you’re unable to access your Online Banking account, try the self-service options to reset your username and/or password. If you’re still unable to regain access to your account, contact RBFCU at 210-945-3300 or visit your nearest branch for assistance.

Additionally, you should monitor your accounts regularly and report any suspicious transactions.

To enable a lock screen on your device,

1. Open Settings on your device, and set a passcode, finger-swipe pattern, face or fingerprint that will be used to access your device when it’s locked.
2. Restart your device.
3. When your device restarts, you’ll be prompted to put in your new authentication to unlock it.

If you need further assistance enabling a lock screen on your device, click here for Apple^® instructions and click here for Android™ instructions.

Multifactor authentication, or MFA, means providing two or more pieces of information in order to sign in to an account. You may also see this called two-factor authentication, or 2FA, when only two pieces of information are required. In most cases, this means you’ll need a one-time passcode (OTP) when you sign in, as well as the account password you’ve chosen. The code is sent to you via text message, email or phone call, or provided to you by another app, and typically expires after 30 seconds.

Combining a strong password with an OTP means it’s far more difficult for a fraudster to gain unauthorized access to your account with just your password, making MFA a highly recommended form of account security available for consumers.

Learn more about how MFA works and why you should use it from the Cybersecurity & Infrastructure Security Agency (CISA).

To use MFA, you’ll need to download an authenticator app to your device. After you set up the authenticator app and enable MFA in your Online Banking account, RBFCU will use MFA to verify high-risk sign-in attempts. For example, if you get a new phone, RBFCU will prompt you to provide your MFA code the first time you try to sign in to your Online Banking account, just to make sure it’s really you. Asking for MFA in these situations lets RBFCU verify your identity, and gives us another line of defense in protecting your account from fraudsters.

You’ll also have the option to use MFA every time you sign in to your Online Banking account, which greatly strengthens your account’s security.

If you’re currently receiving an OTP code or answering a security question every time you sign in to your Online Banking account, enabling MFA will replace these sign-in options.

RBFCU supports Microsoft^® Authenticator and Google Authenticator™; choose the app you prefer.

iPhone Users: Download Microsoft Authenticator | Download Google Authenticator

Android Users: Download Microsoft Authenticator | Download Google Authenticator

If you’re already using one of these apps for another account, you’ll be able to add your RBFCU account to the existing app.

To enable MFA for your account, sign in to your Online Banking account and visit the Multifactor Authentication page, or sign in to the RBFCU Mobile app.

1. After you sign in, select the profile icon
2. Select “Profile Settings”
3. Select “Security Center”
4. Select “Multifactor Authentication (MFA)”
5. Under the “Authenticator App” section, select “Set Up Multifactor Authentication”
6. You will be prompted for an OTP via text message or phone call to verify your identity. Select an option, then enter the code
7. If you haven’t downloaded an authenticator app, you’ll be prompted to choose between Microsoft Authenticator and Google Authenticator. If you’ve already downloaded an authenticator app, select “Next” to skip this step
8. On your device, add a new account in your authenticator app
9. Then, scan the provided QR code or copy the 32-digit written code from your Online Banking account to verify your account in the authenticator app
10. Enter the 6-digit code generated by the authenticator app in Online Banking, select “Enroll” to complete the setup and finally select “Submit”
11. You’re done! You’ll receive a text message and/or email Alert to confirm your enrollment. On the success screen, you’ll be given a 16-digit recovery code. Save this code in a secure location so you’ll still be able to sign in to your Online Banking account in the event you lose access to the authenticator app — for example, if your device is lost, damaged or stolen

After enabling MFA, you can choose to be prompted for a 6-digit MFA code every time you sign in to your Online Banking account. This is optional — but highly recommended — since MFA greatly strengthens your account’s security. To manage this option, visit the MFA page in your Online Banking account.

Remember: RBFCU and RBFCU employees will never initiate a phone call, email or text message asking you to provide your authenticator code or recovery code. Do not provide these codes to anyone.

A trusted device is an electronic device you frequently use (e.g., your mobile phone, tablet or home computer). It is a device we know is yours and that we used to verify your identity using Multifactor Authentication (MFA).

Visit the My Devices page in your Online Banking account to view your trusted devices and their recent sign-in history.

To view your trusted devices in the RBFCU Mobile app:

1. Sign in to the app.
2. Select the profile icon in the upper-right corner.
3. Select “Profile Settings.”
4. Select “Security Center.”
5. Select “My Devices” to see a list of devices with access to your account.

As part of an ongoing effort to protect your personal and account information, we allow you to designate a trusted device you frequently use to access your account. Designating a trusted device provides an additional layer of security for your information.

If you haven’t signed in to your Online Banking account through the RBFCU Mobile app in some time, or you’ve recently uninstalled and reinstalled the app, your device may not be recognized. Simply respond ALLOW to the sign-in Alert and your device will be recognized the next time you sign in to your account.

If you’re trying to access your Online Banking account from the RBFCU Mobile app and you didn’t receive an Alert to approve the sign-in attempt, please review the following settings:

• Update the RBFCU Mobile app to the latest version: Visit rbfcu.org/update from your device to go to your app store. If you see an “Update” button, tap it to install the latest version of the app.
• Turn on push notifications for the RBFCU Mobile app on your device:
  • For Apple users:
    1. From the Home screen, open the Settings app on your device.
    2. Scroll down to the list of apps at the bottom, and choose the RBFCU Mobile app (listed as “RBFCU”).
    3. Tap “Notifications.”
    4. Toggle “Allow Notifications” to on and set your preferences.
  • For Android users:
    1. From the Home screen, swipe up to access “All Apps.”
    2. Find and open the Settings app.
    3. Tap “Apps.”
    4. Choose the RBFCU Mobile app (listed as “RBFCU”) from the list.
    5. Tap “Notifications.”
    6. Toggle “Show Notifications” to on and set your preferences.
• Opt-in to text messages: You may have opted out of text messages from RBFCU at some point. To opt in to RBFCU text messages, text START to 968772 and 839872. You’ll receive a confirmation letting you know you’ve successfully subscribed to RBFCU text messages.

If you need further assistance, please contact the Member Service Center.

Visit the My Devices page in your Online Banking account to remove a trusted device.

To remove a trusted device in the RBFCU Mobile app:

1. Sign in to the app.
2. Select the profile icon in the upper-right corner.
3. Select “Profile Settings.”
4. Select “Security Center.”
5. Select “My Devices.”
6. Select “Deactivate” under the device you want to remove, and follow the prompts.

You may also deactivate a device from the device’s History page.

If you need additional assistance, contact the Member Service Center at 210-945-3300.