Secure Login Frequently Asked Questions
What is Secure Login?
Why are you adding Secure Login now?
Why do I need to register my computer?
Can I register more than one computer?
Can we have more than one user set up on the same computer?
What are "challenge questions"?
What if I use more than one browser?
Can I change my password?
Will changing or resetting my password "un-register" my computer?
What if I can't remember my password?
What if I can't remember challenge question answers?
What if I answer my challenge questions incorrectly?
Can I change my challenge questions/answers?
What if I give or throw my computer away?
My question is not answered here. What should I do?
Q: What is Secure Login?
A: Secure Login is one of several steps that HomeStreet Bank has taken to provide increased security for our Online Banking customers. Requiring customers to select and answer three "challenge" questions and requiring them to register the computers they routinely use to access Online Banking provides additional levels of "authentication" beyond the password.
This login process is designed to "authenticate" or recognize the identity of the parties involved in an online banking transaction. The customer and the bank pass information securely back and forth to confirm each other's identity. Secure Login procedures will increase online banking security for our customers without the addition of new hardware or software.
Q: Why are you adding Secure Login now?
A: The Federal Financial Institutions Examination Council (FFIEC) has required all banks and credit unions to enhance customer authentication and increase security for Internet banking transactions by the end of 2006. The security of your accounts and personal information are of utmost importance to us. Implementing additional levels of authentication, including registration of your computer provides you with even greater security for your Online Banking.
Q: Why do I need to register my computer?
A: Registering or verifying your computer is an extra step to secure your login to Online Banking. Multiple verification or authentication steps make your privacy protection even stronger.
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Q: Can I register more than one computer?
A: Yes. You can register as many computers as would like and once registered, you will be able to access your online banking accounts from any of them. HomeStreet Bank strongly recommends that you register any personal computers that you regularly use to access your online banking accounts, including desktops and laptops. However, we recommend that you do NOT register a public computer, such as at the library or internet café.
Q: Can we have more than one user set up on the same computer?
A: Yes. You may have as many registered Online Banking users on the same computer as you choose.
Q: What are "challenge questions?"
A: Once you register a computer your routinely use to access Online Banking, the Secure Login process verifies that you are using a computer that you registered. Your challenge questions are used to identify you as an authorized user.
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Q: What if I use more than one browser?
A: We strongly recommend using the most current version of either Microsoft Internet Explorer or Netscape. www.microsoft.com or www.netscape.com
Q: Can I change my password?
A: Yes. You can change your password as often as you would like by selecting "User Options" and on the User Options page, select "Change Password." Enter the information and click "Change Password."
Q: Will changing or resetting my password "un-register" my computer?
A: No. Changing your password yourself will not affect your enrollment in Secure Login and your computer(s) will remain registered.
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Q: What if I can't remember my password?
A: You will need to click on "Forgot Your Password" link on the Online Banking login page, answer the challenge questions and enter your email address. You will then be able to reset your password.
Q: What if I can't remember answers to my challenge questions?
A: You will need to contact the HomeStreet Bank Customer Service Center during regular business hours at 800-719-8080 or 206-389-6309 in Seattle. Business hours are Monday through Friday, 9:00 am to 6:00 pm (PT)—holidays excluded.
Q: What if I answer my challenge questions incorrectly?
A: After five incorrect attempts to answer your challenge questions, you will be locked out and you will need to contact the HomeStreet Bank Customer Service Center during regular business hours at 800-719-8080 or 206-389-6309 in Seattle. Business hours are Monday through Friday, 9:00 am to 6:00 pm (PT)—holidays excluded.
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Q: Can I change my challenge questions/answers?
A: Yes. You can change your challenge questions/answers. Select “User Options” and from the User Options page, select “Challenge Question Setup.” Select your question(s) from the drop down menu and enter your answers.
Q: What if I give or throw my computer away?
A: To ensure that your Secure Login information is deleted and your computer(s) un-registered go to the User Options page and select “Secure Login”. From the Secure Login page, select “Remove extra security protection from this computer”. Once you submit this request, your computer will be un-enrolled/unregistered from the Secure Login feature.
Q: My question is not answered here. What should I do?
A: Contact HomeStreet Bank Customer Service Center during regular business hours at 800-719-8080 or 206-389-6309 in Seattle. Business hours are Monday through Friday, 9:00 am to 6:00 pm (PT)—holidays excluded.
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