Login Help

Online Banking Login Help

  1. Q: It appears I am "locked out" of Online Banking. Why?
    A: You may be locked out of Online Banking if you tried to enter your password three times or more unsuccessfully. For security purposes, once the account is locked, the password reset function does not work. Please call us at 303-321-4209 for assistance.
     
  2. Q: I hit the "Forgot Password" link and and answered the Security Questions correctly, but I still received an error message. What should I do?
    A: If you tried to enter your password three or more times unsuccessfully before accessing the "Forgot Password" button and answering your security questions successfully (so you could choose a new password), your account was already locked due to the unsuccessful login attempts. Please call us at 303-321-4209 to unlock your account.
     
  3. Q: Will I get a login error if I try to enter my password twice, then use the "Forgot Password" link and answer the security questions correctly?
    A: Good news - you will not receive an error message in this scenario. At this time, you will be able to choose a new password and you should be able to login to Online Banking.
     
  4. Q: I am being asked security questions that I didn't set up. What should I do?
    A: Your account is likely locked. Please call us at 303-321-4209 to unlock your account.
     
  5. Q: I am being asked to reset my Security Questions - can I change just one or two questions and keep the rest the same?
    A: Please note that you will either need to pick five new security questions or keep your five current security questions as the system does not allow for updating just one or two questions.
     
  6. Q: Can I reuse a previously used Online Banking password for my new Online Banking password?
    A: For security purposes, the system will not let you use a password you have used in the past. Please create a new password.
     
  7. Q: I am a secondary member on the account, can I still logon to Online Banking?
    A: Yes, but please note that when logging in for the first-time the primary member will need to provide their Social Security Number and date of birth (and any other member verification questions).
     
  8. Q: Can there be more than one username and password for the account?
    A: No, for security purposes there can only be one username and password for the account.
     
  9. Q: Above you mention calling Westerra, but what are the hours when I can reach your call center staff?
    A: Our contact center is open Monday through Friday, 8 a.m. until 6 p.m. Mountain Standard Time (MST) On Saturdays, you can reach us from 8 a.m. to 1 p.m. (MST) at 303-321-4209.
     
  10. Q: I am having a totally different problem in Online Banking. What should I do?
    A: We are happy to help. Please call us at 303-321-4209 for further assistance.
     
  11. Q: Which browsers are supported and allowed for Online Banking?
    A: Here is a chart which details the supported and allowed browsers for Online Banking:
Supported: Allowed:

Windows 10:

Edge – Current Stable Version
Chrome – Current Stable Version
Firefox – Current Stable Version

Windows 8.1:

Internet Explorer – Current Stable Version
Chrome – Current Stable Version
Firefox – Current Stable Version

Windows 7:

Internet Explorer 11
Chrome – Current Stable Version
Firefox – Current Stable Version

MAC OS X 10.11 (El Capitan):

Safari 9.x – Current Stable Version
Chrome – Current Stable Version

MAC OS X 10.10 (Yosemite):

Safari 8.x – Current Stable Version
Chrome – Current Stable Version

MAC OS X 10.9 (Mavericks):

Safari 7.x – Current Stable Version
Chrome – Current Stable Version

Please note: Online Banking cannot be viewed with Internet Explorer 8 (Windows WP). You will need to download Chrome or Safari or upgrade to Windows 7.

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