Frequently Asked Questions

  • Online Banking Multi-Factor Authentication
    • Question

      How do I update my contact information to be ready for multi-factor authentication?

      Answer

      There are two ways to be ready for multi-factor authentication: verifying your contact information (email and mobile phone) in online banking and updating your security code delivery preference. 

      To confirm your contact information is up to date in online banking, log into online banking and go to the Welcome menu, select Change Contact Information and add your current mobile number. On the same screen you can also confirm your email. You’ll need to verify the changes you’ve made. Please continue to follow the prompts until you see a security code delivery preference page. Check the box to receive text alerts and submit.

      You will receive an automated email confirming the changes you’ve made to your account. 

    • Question

      How do I update my mobile number in online banking? 

      Answer

      To update your mobile number you will need to be logged into your online banking account. Once you’re logged into online banking, go to the Welcome menu, select Change Contact Information and add your current mobile number. You’ll need to verify the changes you’ve made. Please continue to follow the prompts until you see a security code delivery preference page. Check the box to receive text alerts and submit. 

      You will receive an automated email confirming the changes you’ve made to your account.

    • Question

      What steps should I take in my online banking account to prepare for multi-factor authentication?

      Answer

      We recommend that you confirm that your email addresses and mobile phone numbers are up to date. To update your email or mobile number, log into online banking and select Change Contact Information. Click submit to save the changes. Please continue to follow the prompts until you see a security code delivery preference page. Check the box to receive text alerts and submit. 

      You will receive an automated email confirming the changes you’ve made to your account.

    • Question

      Is there a difference between receiving email or mobile security codes? 

      Answer

      While you will be able to enter a security code from email or mobile delivery, we recommend you choose mobile delivery to receive security codes. Text messages are the fastest way to receive the codes because the codes are at your fingertips. We also believe that security codes on your mobile phone are the easiest way to securely log in to your account.

    • Question

      Why use multi-factor authentication with online banking?

      Answer

      Multi-factor authentication provides an extra layer of protection to your account. These days a simple password isn’t always enough to make sure that someone is who they say they are. Multi-factor authentication makes it harder for fraudsters to access client accounts with a password alone.

    • Question

      What is multi-factor authentication for online banking?

      Answer

      Multi-factor authentication adds a second step to the login process to verify your identity and reduce fraud risks. After you enter your username and password, you could be prompted to enter a security code to gain access to your online account. Per your selection, the security code will be delivered to your cell phone or email. The unique security code sent to your cell phone or email can then be entered in the prompt for access to your online account.

    • Question

      Will I be prompted for multi-factor authentication when I am using the online banking mobile app on a smartphone or other mobile device?

      Answer

      If you log in with a mobile browser, you could receive prompts for multi-factor authentication. We encourage you to download the mobile app on your smartphone for mobile friendly banking. Visit your smartphone’s app store and search for Sandy Spring Bank to download our banking app.