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.

1. On the login screen, click Forgot Password.
2. Read and agree to the disclosure, then click Continue.
3. Enter your username, Social Security number and date of birth, then click Continue.
4. Choose your method to receive your MFA code (phone, email or text message). 
5. Enter the MFA code.
6. Create and confirm your new password.

Password requirements:

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

Tip: Choose a strong password you do not use on other sites. Never share it.

From a browser:

1. Click More, then Tools & Settings, then Settings
2. Open the Security tab.
3. Under Security Information, click the pencil icon next to Password.
4. Enter your Current Password and New Password (Confirm)
5. Click Save Changes.

From the Mobile App:

1. Click More, then Tools & Settings, then Settings
2. Open the Security tab.
3. Under Security Information, click the pencil icon 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: Change your password regularly and avoid reusing it elsewhere.

From a Browser:

1. Click Tools & Settings, then Settings
2. Open the Security tab.
3. Under Security Information, click the pencil icon next to Username.
4. Edit your username, then click Save Changes.

From the Mobile App:

1. Click More, then Tools & Settings, then Settings
2. Open the Security tab.
3. Under Security Information, click the pencil icon next to Username.
4. Edit your username, then click Save Changes.

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

Multi-factor authentication (MFA) helps prevent unauthorized access even if a password is compromised. You can set up and manage MFA in the browser only, not the Mobile App.

1. Click Tools & Settings, then Settings
2. Open the Security tab.
3. Under Two-Factor Authentication, toggle on Require Two-Factor Authentication.
4. Click on the pencil icon next to your preferred authentication method.
5. Check the Set As Preferred Authentication Method box and Done to save.

Note: Two-factor authentication does not apply to fingerprint or facial recognition logins.

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

Multi-factor authentication (MFA) adds an extra layer of security to your login. You can set up and manage MFA in a browser, not in the Mobile App.

1. Log in to Digital Banking.
2. Click Tools & Settings, then Settings.
3. Open the Security tab.
4. To disable, toggle Require Two-Factor Authentication off under Two-Factor Authentication.
5. Confirm that you want to disable this authentication method.
6. Enter the verification code sent to your selected contact method.
7. To manage your preferred MFA method, click on the pencil icon next to the method you want and check the box.
8. Click Confirm to save changes.

Using an authenticator app adds a secure, code-based verification method to your login.

Multi-factor authentication can only be set up in a browser, not in the Mobile App.

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

Set Up an Authenticator App

1. Click Tools & Settings, then Settings.
2. Open the Security tab.
3. Find Two-Factor Authentication.
4. Click the pencil icon next to 2FA App, then Enroll.
5. A QR code and manual setup code will appear on screen.
6. Open your authenticator app.
7. Select Add Account or Scan QR Code.
   • Scan the QR code displayed on your screen.
   • If you cannot scan the code, select Enter Code Manually in your authenticator app and enter the setup code shown on screen.
8. Your authenticator app will begin generating a 6-digit verification code.
9. Enter the 6-digit code in Digital Banking.
10. Select Next.
11. If successful, the 2FA App method will show as Enabled.
12. (Optional) Select Set as Preferred Authentication Method if you want this method used first during login.

Use Your Authenticator App to Log In

1. Enter your username and password.
2. Open your authenticator app.
3. Enter the 6-digit code displayed.
4. Select Continue to complete login.

Disable a 2FA Authenticator App

1. Click Tools & Settings, then Settings.
2. Open the Security tab.
3. Under Two-Factor Authentication, click the pencil icon next to the 2FA App method.
4. Toggle the method Off.
5. Confirm the change.
6. Enter the verification code when prompted.
7. Select Confirm to save 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.