Security and Ease of Access


Changes to how you access your online banking will be effective October 25th, 2021.

What is 2-Step Verification?

2-Step Verification is a new security measure within Online Banking that serves to replace the existing use of security questions. During higher-risk logins, you will now be sent a short, one time use unique code that you must enter into to confirm your identity before continuing into your online banking.

To set-up 2-Step Verification, click the log-in button on the home screen of online banking and follow the prompts to register. You will need to provide either your mobile phone number or email address for the code to be sent.

Why is this changing?

As fraudsters continue to find more sophisticated ways to access sensitive information, protecting your financial data as you manage your money online is more important than ever. 2-Step Verification and Self-Serve PAC Reset are new industry-wide standards that help to ensure safe and secure logins to Online Banking.

Benefits for you:

  • Safer, more convenient logins - You now have the opportunity to reset a forgotten PAC from your own device.
  • Advanced Security - High-risk logins now require 2-Step Verification to protect your money from fraudsters.
  • Easy to use - You can enroll for both 2-Step Verification and reset your PAC from your mobile phone or desktop computer.

Here's what you can expect:



  • Memorized accounts will need to be re-entered when this feature is launched October 25, 2021. Please ensure you have this information on hand to avoid service interruption.
  • In anticipation of implementing 2-Step Verfication, please be sure you know your current login information. If you are unsure of your current login information, please click here or contact us (each joint member should have their own unique login, and not be sharing a single login).
  • 2-step verification will sometimes send a notification to the email or cell phone you set up during initial login. This will happen as often as you receive security questions today, and you will no longer need to answer security questions.
  • For assistance with this process, or any questions you may have, please feel free to contact us. We are happy to assist!

What is Self-Serve PAC Reset?

Self-Serve PAC Reset is a new enhancement that allows you to reset your own Personal Access Code (PAC), without needing to visit or phone your credit union. Previously, if you forgot your PAC, you would have to call your credit union to reset it; you can now do this yourself from your own device. You must be enrolled for 2-Step Verification before you can reset your own PAC.

To reset your PAC, click the “Forgot your PAC” button found in the log-in section on the home screen of online and follow the instructions.

Frequently asked questions:

Have a question about 2-Step Verification or Self-Serve PAC Reset? Check here for the answer. Don’t see your question? We’re here to help! Contact us for more information at 1-866-230-7700 or email eastcoast@creditu.ca.

2-Step Verification FAQ's

What information do I need to register for 2-Step Verification? Expand/Collapse

You will need either your mobile phone number or your email address to register for 2-Step Verification. It’s important to use your own mobile phone number or an email address you can access easily, as you will need to retrieve and input a verification code to access your online banking.

How long does it take to register? Expand/Collapse

Enrolling in 2-Step Verification is easy and will take you about 5 minutes from start to finish.

How long do I have before I’m required to register? Expand/Collapse

You will have 45 days to register for 2-Step Verification and will be provided with the opportunity to enroll each time you attempt to login to your online banking. After the 45 days have passed, you will need to sign up for 2-Step Verification to access your online banking.

Once I sign up for 2-Step Verification, can I go back to using my old security questions? Expand/Collapse

2-Step Verification will replace the use of security questions and answers to confirm your identity, as it adds a layer of protection to the login process and is becoming a new industry standard security practice.

I don’t have a mobile phone. Can I use my landline and receive a text-to-voice? Expand/Collapse

While you’re not able to register for 2-Step Verification using a landline, you can sign-up using an email address instead. If you don’t have an email address, there are lots of great email providers that offer free service to choose from.

Will I be asked to input a verification code every time I sign into online banking? Expand/Collapse

Just like with your security questions, you will only be asked to enter a verification code when added confirmation of your identity is needed, such as when you attempt to log into online banking from an unfamiliar device or are trying to access your banking in a new location.

I lost my phone/I’m not able to access the email address I used to register for 2-Step Verification and now I can’t log into online banking. What can I do? Expand/Collapse

Don’t worry – we’re here to help. Contact or visit your nearest branch and our staff can confirm your identity and reset your 2-Step Verification. Once your branch resets your 2-Step Verification, you will be asked to register for 2-Step Verification using updated information the next time you attempt to log into online banking.

Outside of regular business hours, you can contact Sonoma Online Technical Support at 1-888-CREDIT-U (273-3488) and they will be happy to help you.

I haven’t received a verification code. What should I do? Expand/Collapse

First, if you’ve registered for 2-Step Verification using an email address, make sure to check your spam folder. If you haven’t received a code after 10 minutes, you can click on the “Didn’t receive a code” link in the Enter Your Verification Code screen to have a new code sent.

If you’re just signing up for 2-Step Verification and haven’t received a code, you may also want to confirm that you have input your mobile phone number or email address correctly. If you find an error, you will have the option to back up a step and correct your information.

I share an online banking login with my joint account holder. How does 2-Step Verification work for me? Expand/Collapse

To help keep your information secure, we would recommend that you and your joint account holder use individual logins to access MemberDirect®. If you or your joint account holder needs to set up your own login, please visit your local branch.

Does 2-Step Verification collect or keep any of my personal information? Expand/Collapse

2-Step Verification does not collect or store any personally identifying information.

Self-Serve PAC Reset FAQ's

What information do I need to reset my own PAC? Expand/Collapse

Using Self-Serve PAC Reset is easy. You will need your account number (the same one you use to log into online banking) and either the last 3-digits of your SIN or your Date of Birth. You will also need to have your mobile phone or email address that you use for 2-Step Verification handy, as you will need to receive and enter a verification code to confirm your identity.

How is my information protected if I reset my PAC online? Expand/Collapse

Self-Serve PAC Reset is very safe and uses secure information along with 2-Step Verification as an added layer of security.

I tried to reset my PAC using the self-serve option but have gotten an error message. Why is this? Expand/Collapse

There are a couple of reasons why you may have received an error message. First, in order to use Self-Serve PAC Reset, you will need to be registered for 2-Step Verification. This feature is part of the way that we confirm your identity during the Self-Serve PAC Reset process.

If you are registered for 2-Step Verification and are receiving an error message, we recommend getting in contact with your branch as some of your details on file may need to be updated before you’re able to access self-serve options.

Am I still able to visit my branch to have my PAC reset? Expand/Collapse

Absolutely! You are always welcome to visit your credit union for additional help resetting your PAC.

Contact Us

Don’t see your question or need to be set up for online banking? We’re here to help! Contact us for more information or apply below.