Account Security & Safety

Frontwave sends document and eStatement alerts from: 1.833.400.4627

Document alert texts will only come from this number. Save it in your contacts.

We will never send links or request personal information by text.

We may contact you by:

• Secure messages in Digital Banking
• Text alerts you have enabled
• Email notifications from official Frontwave email addresses
• Phone calls from published Frontwave phone numbers

Branch staff may also send text messages to follow up on Member requests. These messages will never ask for passwords, verification codes or login credentials.

IMPORTANT: If you receive a call or text claiming to be from Frontwave and you are unsure, do not respond. Contact us directly using the phone number listed on our website or your account statement.

We will never ask for:

• Passwords or PINs
• One-time verification codes
• Online banking credentials
• Full Social Security numbers

If a message asks for this information, it is not from Frontwave.

Do not reply or click links.

Contact Frontwave directly using a published phone number.

Report suspicious messages to the Member Solution Center at 800.736.4500.

Forgot your password? No worries! We’ll help you get back in fast.

1. On the login screen, select Forgot Password.
2. Review the disclosure. Check I agree, then select Continue.
3. Enter your username, Social Security number, and date of birth. Select Continue.
4. Choose your method to receive your verification code (phone, email or text message).
5. Create and confirm your new password, then select Login.

Password requirements:

• At least 12 characters
• One uppercase letter
• One lowercase letter
• One number 
• One special character

💡Tip: Choose a strong, unique password you don’t use anywhere else. Never share it. Make sure to update it regularly to help protect your account.

From a browser:

1. Hover over Tools & Settings, then select Settings from the dropdown menu.
2. Open the Security tab.
3. Under Username and Password, click Edit next to Password.
4. Enter your Current Password and New Password (Confirm)
5. Click Save Changes.

From the Mobile App:

1. Click More, then Settings
2. Open the Security tab from the Settings menu.
3. Under Username and Password, click Edit next to Password.
4. Enter your Current Password and New Password (Confirm)
5. Click Save Changes.

Password requirements:

• At least 12 characters
• One uppercase letter
• One lowercase letter
• One number 
• One special character

💡Tip: Choose a strong, unique password you don’t use anywhere else. Never share it. Make sure to update it regularly to help protect your account.

From a Browser:

1. Hover over Tools & Settings, then select Settings from the dropdown menu
2. Open the Security tab.
3. Under Username and Password, click Edit next to Username.
4. Enter your new username, then click Save Changes.

From the Mobile App:

1. Click More, then Settings
2. Open the Security tab from the Settings menu.
3. Under Username and Password, click Edit next to Username.
4. Enter your new username, then click Save Changes.

⚠️Username requirements: 8 to 36 characters using letters and numbers only.

Multi-factor authentication (MFA) adds an extra layer of protection to your login. When enabled, you verify your identity using a one-time code sent to your selected authentication method.

You can manage MFA settings in Digital Banking under Settings > Security.

From a Browser

1. Log in to Digital Banking.
2. Hover over Tools & Settings in the top navigation.
3. Select Settings.
4. Open the Security tab.
5. Under Two-Factor Authentication, toggle Require at each login to turn MFA on.
6. Enable at least one authentication method to receive verification codes.

From the Mobile App

1. Log in to the Frontwave Mobile App.
2. Tap More in the bottom menu.
3. Select Settings under Utilities.
4. Tap Security.
5. Under Two-Factor Authentication, toggle Require at each login to enable MFA.
6. Enable at least one authentication method.

Available verification methods

• Code via Email
• Code via SMS (text message)
• Code via Voice Call
• External Authentication App

You may only have one preferred method selected at a time.

You can enable or disable authentication methods at any time.

From a Browser

1. Log in to Digital Banking.
2. Go to Tools & Settings > Settings.
3. Open the Security tab.
4. Under Two-Factor Authentication, toggle a method on or off.
5. Save your changes.

From the Mobile App

1. Log in to the Frontwave Mobile App.
2. Tap More, then Settings.
3. Select Security.
4. Under Two-Factor Authentication, toggle the method on or off.
5. Save your changes.

⚠️Note: At least one authentication method must remain enabled.

After enabling multiple authentication methods, you can choose the one used first during login.

From a Browser or Mobile App

1. Go to Settings > Security.
2. Under Two-Factor Authentication, select View Details for the method you want.
3. Check Set as Preferred Method.
4. Click Save.

Note: Only one preferred authentication method can be selected at a time.

Set Up and Use an Authenticator App

An authenticator app adds an extra layer of protection to your Digital Banking login by generating a secure one-time code used to verify your identity.

Multi-factor authentication settings can be managed in Digital Banking under Settings > Security.

⚠️Before you start: Download an authenticator app on your phone.

Set Up an Authenticator App

1. Start Setup in Digital Banking
2. Log in to Digital Banking.
3. Hover over Tools & Settings, then select Settings.
4. Open the Security tab.
5. Under Two-Factor Authentication, locate External Authentication App.
6. Select View Details, then enable the method.
7. A QR code and setup key will appear on screen.

If you are setting this up on your phone, you may need to use the manual setup code instead of scanning the QR code.

Finish Setup in Your Authenticator App

1. Open your authenticator app.
2. Select Add Account or Scan QR Code.
3. Scan the QR code displayed on your screen, or choose Enter Code Manually and enter the setup key.
4. Your authenticator app will generate a 6-digit verification code that refreshes every 30 seconds.
5. Enter the 6-digit code in Digital Banking.
6. Select Save to complete setup.

Optional: In View Details, select Set as Preferred Method to use this method first during login.

Use Your Authenticator App to Log In

1. Enter your username and password and continue signing in.
2. When prompted for verification, open your authenticator app.
3. Enter the 6-digit code displayed in the app.
4. Select Continue to complete login.

Disable an Authenticator App

1. From a Browser or Mobile App
2. Log in to Digital Banking.
3. Go to Settings > Security.
4. Under Two-Factor Authentication, locate External Authentication App.
5. Select View Details.
6. Toggle the method Off.
7. Select Save to confirm your changes.

💡Tip: Keep your authenticator app installed on your phone. If you delete the app or replace your phone, you may need assistance from a branch or the Member Solution Center to restore access.

Requests for passwords or verification codes.

Urgent messages claiming your account is locked.

Links that ask you to log in or confirm information.

Contact Frontwave immediately.

Call the Member Solution Center at 800.736.4500.

Report suspicious transactions in Digital Banking.