General Questions About the Change
Q: Will I still be able to log in after email OTP is removed? A: Yes, you'll still be able to log in. You'll need to use an alternative 2FA method such as SMS, phone call, or an authenticator app.
Q: What if I'm not receiving the code? A: First, ensure your contact information is up-to-date. If you're still not receiving codes, try an alternative method or contact our support team for assistance.
Q: How do I see and change my phone numbers for 2FA? A: Log into your account, go to "My Settings" in the top right corner, then select "Login & Security". Here, you can view and update your phone numbers for 2FA.
Q: When is this change happening? A: The removal of email OTP will take effect on July 25th, 2024.
Q: Why wasn't I informed earlier about this change? A: We've been communicating about this change through multiple channels:
- April 2024: Security best practices PDF included in member statements
- May 13, 2024: Best security practices posted on social media
- Mid-June 2024: Notice posted for users who use email MFA
- June 28, 2024: Additional announcement about the upcoming change
- July 2024: Final announcement of the change
Technical Questions
Q: How do I set up an alternative 2FA method? A: We have a step-by-step guide available here. This guide will walk you through setting up SMS, phone call, or authenticator app 2FA.
Q: Which authenticator apps do you support? A: We currently support both Google Authenticator and Microsoft Authenticator.
Q: Can I use biometric login on the mobile app? A: Yes, our mobile app supports fingerprint and FaceID logins on supported devices.
6.3. Account Access Questions
Q: What if I can't access any of the 2FA methods after July 25th? A: If you're unable to access any 2FA methods, please contact our support team. We can provide a verbal code to help you access your account and set up a new 2FA method.
Q: How many phone numbers can I add for 2FA? A: You can add up to four phone numbers for 2FA purposes.
6.4. Support and Resources
How to Get Help:
- Online Chat: Available Monday-Friday 8am-7pm, Saturday 8:30am-12:30pm
- Phone Support: Call 636-537-4473 during the same hours as online chat
- Email Support@firstcommunity.com: Available 24/7, responses within one business day
- In-Person Support: Some branches are open 7 days a week and can assist you in person
Additional Resources:
- Step-by-step guide for setting up alternative 2FA methods: [INSERT URL HERE]
- Security Best Practices guide: Available in your online account under "Resources"
- FAQ section on our website: Regularly updated with common questions and answers
Response Times: We strive to respond to all inquiries within one business day. Our Online Support Specialists are available to assist you Monday-Friday 8am-7pm and Saturday 8:30am-12:30pm.
Self-Help Tools:
- Account Settings: You can view and update your security preferences, including 2FA methods, in the "My Settings" section of your online account.
- Password Reset: Available on the login page if you need to reset your password.
- Security Center: Access educational resources about online security in the Security Center section of our website.
Remember, we're here to help you through this transition. If you have any questions or concerns not addressed here, please don't hesitate to reach out to our support team.