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TraceAuthenticate FAQ
Frequently Asked Questions


What is Multi-Factor Authentication security?

Why is Multi-Factor Authentication security necessary?
How do I get started?
I enter my Account Number but nothing happens?
Am I changing my Access Code?
What is my Access Code?
How can I change my Access Code?
What are the features of Multi-Factor Authentication?
How many computers may I Authenticate?
What is an Authentication Key?
I don't see my Verification Phrase on the second page when logging in. What's wrong?
Do I need to change the settings on my computer?
How do I Authenticate additional computers?
How do I logon from an un-Authenticated computer?
Why do I have an Access Code as well as a Secondary Password and can they be the same?
Help, I am attempting to logon from an un-Authenticated PC and forgot my Secondary Password?
Why is the logon screen is requesting a Temporary Key?
Am I required to activate Multi-Factor Authentication Security?
What happens if my Authentication Key or cookie is deleted or blocked by my anti-virus or spyware software?
Can I update/change my Secondary Password or Security settings once they have been established?
What happens if I enter an incorrect Secondary Password?
I received a logon text message/email. How do I stop these?

I use more than one browser (e.g., AOL and Internet Explorer) on my computer. Which one should I use to Authenticate with?


What is Multi-Factor authentication Security?
Multi-Factor Authentication is a new feature for online banking that gives you and your financial information an additional layer of protection from fraud by using more than one method to confirm your identity.

Why is Multi-Factor authentication necessary?
The Federal Financial Institutions Examination Council's (FFIEC) has determined that the security provided by a single password may be too easily defeated with new technology being employed by high-tech hackers of today. In response, regulators have mandated that enhanced security precautions be implemented to increase online safety and make accounts more secure while preventing spoofing attempts by look alike websites.

How do I get Started?
From Austin Telco's home page you will only enter your Account Number then click Submit. A second window will popup where you will then enter your Access Code. Once you click Continue your Account Number and Access Code will be validated. Then, you will be asked to Authenticate your computer and complete a simple questionnaire, or you can select "Not right now, please remind me later" to logon immediately without Authenticating the computer you are on. This allows you to either setup your Security settings and Authenticate your computer or wait and complete the Authentication process at a more convenient time from a trusted computer.

I enter my Account Number but nothing happens?
This is most likely due to a popup blocker. The Access Code screen is a window that popups up after the Account Number is entered.
You may need to add our domains to your allowed popup sites:
www.atfcu.org  - Home pages and general information
www1.atfcu.org - MemberConnect account information pages
www2.atfcu.org - eStatements, check images and tax statements
www3.atfcu.org - Multi-Factor Authentication service.
You can also try going to https://www3.atfcu.org and starting the logon process from there. If you are successful then popups are definitely blocking the new window from popping up from the home page and should be researched. Access to check and statement images in MemberConnect also use popup windows to display the images.

Am I changing my Access Code?
No. The Secondary Password that you are creating will only be asked for when you attempt to logon from a computer that you have not already Authenticated. Once you have entered your Secondary Password you will be given the ability to Authenticate the PC you are using.  Authenticating a Public PC is not recommenced (i.e. computers at Libraries, Internet Cafes or schools usually should not be Authenticated). After you complete the Authentication process, you will continue to use your Account Number and original Access Code to logon.

What is my Access Code?
Your Access Code was originally a 6 digit number assigned to you when you opened your account. Your can change your Access Code to be up to 15 characters, numbers or a combination of both. The minimum length is 6 characters. We recommend that you change your Access Code periodically for better security.

How can I change my Access Code?
Your Access Code can be changed in only 3 ways:
1. After logging onto MemberConnect you can change it by clicking on Preferences and then selecting Change Access Code.
2. Come by any of our branch lobbies and change it in person.
3. Contact the Credit Union and ask to have a new Access Code mailed to you.

What are the features of Multi-Factor Authentication?
Features of this new security include:
  •Authentication of your primary or other trusted computer to allow express logon.
  •Selection of a Verification Phrase to insure that you are on a site you know. This unique phrase is only visible when logging on from an Authenticated computer.
  •The ability to logon from other computers using the Secondary Password or a Temporary Key.
  •The ability to receive an email or text message whenever your account is logged into.

How many computers may I Authenticate?
You may Authenticate as many computers as you wish, but caution must be taken not to Authenticate computers accessible by others not authorized to access your accounts (e.g., your local library or at work).

What is an Authentication Key?
The Authentication Key is a cookie stored on your computer by the server when you complete the Authentication process. There is no personal information stored in this cookie. It is used solely as a secondary piece of information to verify the computer you are using has been Authenticated.

I don't see my Verification Phrase on the second page when logging in. What's wrong?
This can happen if cookies have been cleared on your computer or you are at a computer that is not Authenticated. Caution should be taken if you do not see this phrase. Be sure the URL shows https://www3.atfcu.org/cgi-bin/traceassure# before entering your Access Code.  Once you enter your Access Code you will be asked for your Secondary Password.  After entering your Secondary Password using the virtual Onscreen Keyboard and mouse click Continue and you will then be given the ability to authenticate the computer you are using.  The next time you login the system will look for the cookie and if found will display the Verification Phrase.

Do I need to change the settings on my computer?
You may need to change your Internet privacy and/or security settings to accept third-party and session cookies for all sites or, if possible, specifically for these ATFCU domains:
www.atfcu.org   - Home pages and general information
www1.atfcu.org - MemberConnect account information pages
www2.atfcu.org - eStatements, check images and tax statements
www3.atfcu.org - Multi-Factor Authentication service.

How do I Authenticate additional computers?
When you logon to MemberConnect from an un-Authenticated computer, you will be asked if you wish to "Authenticate this computer now" after entering your Secondary Password using the Onscreen Keyboard and your mouse. It is that easy!
Note: We do not recommend Authenticating computers accessible by others not authorized to access your accounts (e.g., your local library or at work).

How do I logon from an un-Authenticated computer?
When you attempt to access MemberConnect from an un-Authenticated computer, you will be asked to enter your Secondary Password using the Onscreen Keyboard and your mouse. Correctly typing(clicking) in the Secondary Password allows you to Authenticate your computer and to access MemberConnect.

Why do I have an Access Code as well as a Secondary Password and can they be the same?
Your Access Code will always be needed to access MemberConnect while the Secondary Password is only used during the logon process if logging in from an un-Authenticated computer. It is not recommended that you use the same secret code for both your Access Code and Secondary Password.

Help, I am attempting to logon from an un-Authenticated PC and forgot my Secondary Password?
No problem, just start the logon process and refresh your memory with the Reminder that appears just above the virtual Onscreen Keyboard. If the Reminder does not help use the "Click here to Request Temporary Key" located under the Onscreen Keyboard. A temporary key will be sent to you via a text message or to the email address you setup during the Authentication sign up process. Once you receive this key, log back in with your Account Number, Access Code and Temporary Key. Note: A Temporary Key is only valid for approximately one (1) hour from the time requested and can only be used once.

Why is the logon screen is requesting a Temporary Key?
A Temporary Key entry field will display if one has been requested within the last hour. This field will no longer display once you have successfully logged into MemberConnect. You may either enter the Temporary Key received via a text message or email or if you remember your Secondary Password simply enter your Account Number and Access Code then click continue leaving the Temporary Key field blank. If you use the Temporary Key you will then be given the ability to change your Security settings including your Secondary Password. If you left the Temporary Key blank then you will be sent to the Secondary Password Onscreen Keyboard to complete the logon.  In both cases you will also be given the opportunity to Authenticate the computer.

Am I required to activate Multi-Factor Authentication Security?
To comply with federal regulatory guidelines, beginning on January 1, 2007, activation for this additional level of security became mandatory for all online banking institutions.

What happens if my Authentication Key or cookie is deleted or blocked by my anti-virus or spyware software?
You will need to logon to MemberConnect using your Account Number and Access Code. You will also need either a Temporary Key or your Secondary Password to complete the logon process. After successfully entering this information you will be given the ability to Authenticate the computer again.

Can I update/change my Secondary Password or Security settings once they have been established?
Yes. You can update your settings by checking the box "Change Security and Secondary Password settings" located under where you enter your Access Code. Once you have been Authenticated, you will be given the opportunity to change and save your new settings. Secondary Password MUST be between 8 and 10 characters long.

What happens if I enter an incorrect Secondary Password?
If you attempt to logon with the wrong Secondary Password an error message will be displayed. Return to the logon screen to try again. You can attempt to logon five times before your MemberConnect account is frozen.  If your account is frozen, you will need to contact the Credit Union to reconfirm your identity and have your account unfrozen.

I received a logon text message/email. How do I stop this?
You can change this setting by checking the box "Change Security and Secondary Password settings" located under where you enter your Access Code. Once you have been Authenticated, you will be taken to your Security settings and you can then uncheck the box for "Notify me via email when a login occurs" or "Notify me via cell / pager when a login occurs"

I use more than one browser (e.g., AOL and Internet Explorer) on my computer. Which one should I use to Authenticate with?
You should Authenticate your computer in both browsers to ensure the secure cookie is detected upon logon. We recommend the following browsers:
• IE 6.0 with Service Pack 1
• Netscape 6.x (all versions)
• MAC running Mozilla 1.7.5
• MAC running Netscape 7.2