d.24/7 Online Banking Security Enhancements Frequently Asked Questions

What is Multi-Factor Authentication? Multi-Layer Security System?
A multi-factor or multi-layered system uses multiple methods (i.e. user ID, password, images and questions) rather than a single layer (i.e. user ID and password) of establishing identity when logging into d.24/7 online banking. Dominion Credit Union has added multiple layers of establishing identity, as well as factors to identify or authenticate us back to our members.

Why do we need a multi-factor security system?
Dominion Credit Union is committed to protecting the confidentiality of your personal information and safeguarding your banking activities when interacting with us through the Internet. Online banking scams such as Phishing, Pharming and Spyware have caused some banking customers to lose confidence in the security of online banking and to opt out for more traditional in-person banking methods. Therefore, Dominion Credit Union has taken proactive steps to implement an advanced multi-layered security system. These security enhancements will better protect you against online theft and fraud, thereby providing you with more peace of mind when banking online with Dominion Credit Union.

How do I enroll in the new security system?
Coming soon, when you attempt to log into Dominion Credit Union d.24/7 online banking you will find a link to enroll in the new security system. This link will walk you through the process which includes using a combination of phrases and questions to identify you. This new security system will not only verify who you are to us but will also verify who we are to you.

What happens if I can’t remember the picture or challenge questions?
If you have forgotten your security information, please contact Dominion Credit Union directly in order to have this information reset. In order to maintain our security levels, Dominion Credit Union representatives cannot set your security options. You will be prompted to re-enroll on your next login. You may contact our Call Center at 1-800-268-MYCU (6928) to speak with a Dominion Credit Union representative. You may also email us at MYCU@dom.com for login assistance.

My spouse is joint on this account. Will they need to set up separate security features?
No, for your convenience the system only requires one enrollment. The person that completes the initial login should share his or her specific information (i.e.: the image and caption, and the answers to the security questions they elected to use) with anyone who is joint on the account. This will enable both users to easily access their account information on future logins.

I have an account with 'ABC' Bank and they are not requiring me to do this. Why is Dominion Credit Union doing this?
Dominion Credit Union is committed to protecting the confidentiality of your personal information and safeguarding your banking activities when interacting with us through the Internet. Therefore, Dominion Credit Union has taken proactive steps to implement an advanced multi-layered security system required by the FFIEC. With Internet theft and fraud on the increase, all financial institutions must do their part to protect their customers and combat this type of crime. Dominion Credit Union feels that by adding this enhanced security system, we are ensuring the protection of our member’s personal information.

Am I able to change my picture or caption once it is selected?
Yes. Once you have logged in securely, you will be able to change your picture, caption and security questions whenever you like.

Once logged in to Dominion Credit Union’s d.24/7 online banking, click on “Account Preferences” in the d.24/7 online banking window on the left side of the screen. Click on “Security Settings” to bring up the “Preferences” menu. You may then click on the appropriate link to either change your picture/caption or to select new security questions.

What does it mean to register your computer?
By registering a computer you are telling the security system that this is your own personal PC. Registering a computer allows you to bypass the challenge questions. The system will go directly to the picture and caption and request your password as normal. This is not recommended for any computer that is public or has multiple users.

Am I at risk if I register my computer?
You can create risk by registering a public computer. Dominion Credit Union recommends that you do not register any computer that is or can be used by someone other than yourself. Registering the computer will bypass the challenge questions and create easier access to your account.

Once I register a computer, can I register another computer?
Yes, you may register as many computers as you would like. Each time you login to an unregistered computer, you will be asked if you would like to register that PC.

What do I do if I can’t logon?
You may contact our Call Center at 1-800-268-MYCU (6928) to speak with a Dominion Credit Union representative. You may also email us at MYCU@dom.com for login assistance.

Can I opt-out of this new security system?
Because of our commitment to protect the confidentiality of your personal information and the requirements by the FFIEC, all users of Dominion Credit Union’s d.24/7 online banking must enroll their accounts under these new security enhancements. Therefore, there is no opt-out option available.

Who can I call if I have a question?
You may view the new d.24/7 online banking Enhancements article that provides more detailed information as well as step-by-step enrollment instructions. Also, please feel free to contact our Call Center at 1-800-268-MYCU (6928) or email us at MYCU@dom.com for any question you may have.

I would like to keep my old password. Can I do that?
Yes. Your old password will not change unless you choose to do so.

How will this affect my Quicken or MS Money access?
Although this is a change to your sign on process these new security features do not affect any of the options once you are connected to Dominion Credit Union’s d.24/7 online banking site. The new security enhancements will not affect any access to Quicken or MS Money.

Is the answer to the security question case sensitive?
No. You may enter the answers in either upper or lower case format.

Can I “unregister” my computer?
Yes. Deleting cookies on your Internet browser settings and re-opening a new internet browser to sign back in will “unregister” that specific PC.

**Please note: A routine maintenance procedure typically involves deleting your cookies. Simply be aware that following any routine computer maintenance, when you attempt to login to Dominion Credit Union d.24/7 online banking you may be prompted to register that computer again.

When will I be forced to enroll in the MFA software?
You may delay your enrollment; however, in order to have your account protected under the new multi-layered security system as soon as possible, Dominion Credit Union strongly suggests that you do not delay the registration unless it is necessary.

What is the difference between the “Caption” and “Password”?
The “Caption” is the phrase used to describe the picture you’ve chosen. Once entered, it will be imbedded in the picture you chose to be displayed. Your “Password” is your normal d.24/7 online banking password used after you enter your User ID to sign in.

I clicked “Cancel” in the middle of my enrollment, but it saved my image, caption and challenge questions when I logged back in, why?
Even though the enrollment was cancelled, for convenience purposes, the information that you entered is saved by the system. However, you will still need to complete the full enrollment process. As you go back through this process you may either change the information that was previously entered, or through Account Preferences once completely logged in.

I already enrolled and registered my PC using Internet Explorer. I also have a Netscape browser on the same computer. When I opened up the Netscape browser and logged in, I was asked my challenge questions and asked if I wanted to register the PC again, why?
Each Internet browser has its own specific guidelines for registering a PC. It is possible you will be asked to register the PC under each browser. The PC would still be registered if you sign back in under Internet Explorer.

I am using a FireFox Internet browser and I cannot register my PC, why?
Each Internet browser has its own specific guidelines for registering a PC. At this time FireFox Internet browser does not allow you to register your PC, however you can utilize Internet Explorer to register the PC.

I am entering my User ID and password information and it keeps bringing me back to the initial sign in screen with the following error: “Your browser has JavaScript disabled. If you do not enable JavaScript, some features in this site will not function correctly.” How Do I fix this?
For Microsoft Internet Explorer 5.x and 6.x (Windows)

• Select Internet Options from the Tools menu.
• Click the Security tab.
• Click Custom Level in Security Level for this Zone.
• Scroll down to Scripting, near the bottom of the list.
• Under Active Scripting, choose Enable.
• Click OK to leave Security Settings. Click OK to leave Internet Options.

If you need directions for a different browser, please contact Dominion Credit Union for instructions.

If you have any further questions regarding Dominion Credit Union’s enhanced security system, please feel free to contact our Call Center at 1-800-268-MYCU (6928) to speak with a Dominion Credit Union representative. You may also email us at MYCU@dom.com for login assistance.