Login Help

Online Banking Login Help

 

  1. Q: Tell me more about the new security feature in Online Banking.
    A: Instead of security questions, Westerra is now sending 4-digit codes by text message or through an automated phone call as an additional layer of identity protection. These one-time codes will replace your security questions when extra verification is needed. Your current username and password will not change. Getting started is easy - just pick the phone number you want to receive the code (or add a new phone number), choose how to receive the code (text or automated phone call), and enter the code you receive to verify your phone number. This new security feature does not apply to Westerra’s Mobile App – you will continue to use security questions. Please call 303-321-4209 if you have any questions.
     
  2. Q: Related to the above new security feature - can I provide an international number for the text or phone call?
    A: Yes, any phone number (United States or international) will work for us to provide your one-time 4-digit code when additional verification is needed.
     
  3. Q: How long does my four digit security code last before it expires?
    A: You have five (5) minutes to enter the security code received by text message or phone call. If your code expires, click Send a New Code.
     
  4. Q: How many different phone numbers can I add to my Online Banking profile for receiving security codes?
    A: You may add up to five (5) phone numbers. Please keep in mind that the code will be sent only to the phone number you choose.
     
  5. Q: How do I add or delete phone numbers for receiving security codes in Online Banking?
    A: After logging in to Online Banking, click on Settings > Security and Alerts > Identity Verification Phones. You will need to verify your identity with a security code to change this setting. Once you are in this setting, you can add or delete phone numbers.
     
  6. Q: What do I do if I lost the phone that was set up for receiving security codes and I can no longer access my Online Banking account?
    A: Please call us at 303-321-4209 for further assistance.
     
  7. Q: Why can I not complete the new security code enrollment on my iPad?
    A: Please make sure you are not in "private browsing." You must be in normal browsing mode on Safari to complete the security code enrollment.
     
  8. 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.
     
  9. 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.
     
  10. 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.
     
  11. 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.
     
  12. 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.
     
  13. 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).
     
  14. 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.
     
  15. 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.
     
  16. 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.
     
  17. 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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