e-Branch Security Changes (EMFA) FAQs

1) Q: What is EMFA?
It’s the process that allows access to only the correct e-Branch user. Without effective authentication controls, it’s possible for fraudulent users to access your account. We authenticate users by issuing challenges that only the true account holder should be able to pass.

EMFA means two or more different types, or factors of authentication, must be passed. By using two factors, there is a higher assurance that you are the correct intended user. EMFA is commonly used to protect transactions at ATMs, where your card is something you have, and your PIN code is something you know. Similarly with EMFA, your phone is something you have, and your password is something you know.

For convenience, after you successfully authenticate with your e-Branch password and one-time Verification Code, you may enroll your computer for use in authentication. If you choose to enroll your computer, a special browser cookie will be present on your computer. Each time you delete the cookie, you will need to re-authenticate and get another Code.

2) What information will be required?
You will be prompted for your e-Branch User Name and Password. In addition you will be required to provide information that enables us to send you a Verification Code. We recommend that you enroll your personal mobile phone (you can alternatively enroll your home phone and/or email address). Enrolling a phone number that is shared with others is not recommended.

3) When will I know that EMFA is set up?
You will be prompted to sign up for EMFA when you login to e-Branch. Follow the instructions to enroll your computer by providing the information requested.

4) What about MyLAFCU Mobile services?
For now, it will continue to use challenge questions to confirm your identity.

5) How will it affect my e-Branch experience?
Instead of answering a Challenge Question, you will receive a Verification Code at the number or e-Mail address you enroll. Optionally, you may then enroll your computer to act in place of your phone. Once you enroll your computer, using e-Branch will remain exactly the same.

6) Can I access e-Branch from other computers at my home, my office or on the road?
Yes, you can access e-Branch from any computer. However, when you authenticate from a system that does not have the special browser cookie, you will need to re-authenticate and request a new Verification Code. You may enroll multiple computers, but be mindful not to enroll a computer that you don’t often use or that is shared with people you do not know (like a computer at a public library). Enrolling a non-trusted computer is equivalent to lending your ATM card to a stranger.

7) Why did LAFCU switch from an e-Branch Challenge Question to a Verification Code as one of the methods used to access e-Branch?
The US government, under the auspices of the Federal Financial Institutions Examination Council (FFIEC) required the change for ALL financial institutions, include banks and credit unions. Some institutions have already complied with the change and some have not. LAFCU decided to be more proactive and enable the changes now, so that members’ online accounts would be better protected against hackers who want to steal your assets. For details, visit these sites:
www.ffiec.gov/pdf/authentication_guidance.pdf

www.outofbandverification.com/tag/ffiec-authentication-guidance

www.actividentity.com/solutions/onlinebankingsolutions/ffiecguidelines

8) If I accidentally enter the wrong phone number when signing up for the one-time e-Branch "Verification Code," how can the number be revised?
Call LAFCU during regular business hours and we will help you.

9) Why did I get an error message on my computer screen after I entered the Verification Code I was sent?
The Code has SIX digits. You may either have entered the code incorrectly, or you entered the Los Angeles FCU 5-digit "short code" text-message address (44833) by accident, or you waited too long to enter the number (it's only valid ten minutes).  Please enter the six-digit code carefully and within ten (10) minutes after getting it.

10) I requested that I receive my Verification Code with a phone call, but when I got the automated call, I could not hear the Code. Why?
You must press the pound (#) button on your phone to hear the Code, then to repeat it, press the pound (#) button again.

11) I am currently outside the USA. Can I have a Verification Code sent to a non-USA phone number?
No. For your security, you can only use USA phone numbers, or a valid email address, to get the Code.

12) How can I use LAFCU's "mobile web" application (https://m.diginsite/lafcu/) on my smartphone to access e-Branch?
This is only recommended for smartphones other than Android-powered phones and iPhones, like a Blackberry. It’s better to download then use the more powerful FREE MyLAFCU Mobile apps from iTunes (for iPhones), or the Market (for Androids).

a) After using your phone’s internet browser to access LAFCU’s website homepage (www.LAFCU.org), then entering your e-Branch Username and Password, on your screen will be the message “We need to confirm your identity” (on an iPhone), or “Verify Your Identity” (on Android devices).

b) Click either the “Text Me” or “Call Me” button

c) If you clicked “Text Me”,
• Go to your phone’s Text Message application and wait for the Verification Code to appear.
• Return to the e-Branch “Verify Your ID” screen, enter the Code, click “Yes, Remember this Code”, then you’ll automatically enter e-Branch

d) If you clicked “Call Me”,
• The automated voice will speak your 6-digit Verification Code (press the “#” on your phone to repeat the code, if you need to hear it again). Write the number down.
• Return to the “Verify Your ID” screen, enter the Code in the box, click YES, then you’ll automatically enter e-Branch

13) In e-Branch, how can I change my User Name, Password, and Verification Code options?
a) Click “My Profile” in the upper right

b) Click “Update” to the right of the words “Security Contacts”

c) To add a second phone number below the first number, click the word “Add”, fill in the phone number, then click the “OK” button.

d) To change from getting an Automated Voice phone call to getting a Text Message for your future Verification Codes, click the round button to the left of the sentence “Yes, send me text confirmation” then wait and you will get a text message sent to your phone with a Code. This code must be entered within ten (10) minutes on the screen to confirm your phone is enabled with text-messaging.

e) To add an email option to get a Verification Code, click the sentence “I would like to use Email.” If you had previously provided an email address inside e-Branch, then that address will appear on the screen. You can either enter a new e-Mail address, or keep the current one, then click the “Add” button. When done, click the OK button.

14) I clicked the e-Bill Pay tab and nothing happened. How can I access e-Bill Pay?
Please follow the below suggestions, then contact us if you still cannot get in:
a) Confirm you’re using a desktop or laptop computer with an Internet browser supported by e-Branch (Internet Explorer 8+, Firefox 4+, or Safari 5+).  We cannot help you if you’re using any other version of these browsers, or a non-supported browser. Also, until you are able to access e-Bill Pay, do NOT try to access e-Branch/e-Bill Pay using a smartphone (like an iPhone or Android) or tablet (like an iPad).

b) Your computer’s cookies, depending on your browser, must be set to either “allow” or be “enabled” or “never be blocked.”

c) Your browser must allow using Java Script. If not, you must enable it.

d) Block Pop-Up Windows or Pop-Up Blocker must NOT be enabled on your browser. If it is, turn it off.

e) Private Browsing or InPrivate Browsing must NOT be enabled on your browser. If it is, turn it off.

f) To make sure other software is not conflicting with your ability to access e-Bill Pay, temporarily close, turn off or disable all other active software on your computer (including any “Anti” program, like Anti-Virus, Anti-Spam, Anti-Spyware) except your Internet browser. You can always turn each software back on, one by one, once you can access e-Bill Pay.

g) If you are attempting to access e-Bill Pay from your office computer, confirm that your company is not blocking certain websites or computer functions or activities.  Your employer may have firewalls, proxy servers, or other equipment that may prevent access to secured website pages. Contact your company's Data Processing Department regarding the problem or try to access e-Branch/e-Bill Pay from another location, like your computer at home.

h) Clear your computer’s cache, cookies, browsing history, and website data. Also, click the Reload or Refresh option.

i) When you have done all of the above, use your desktop or laptop computer and go to the e-Branch login section of www.lafcu.org, enter your e-Branch User Name and Password, and get a new Verification Code. Once inside e-Branch, you should hopefully be able to click the e-Bill Pay tab and get in.

15) How can I set up my browser to NOT remember my e-Branch User Name and Password that I typed in the e-Branch login fields?
INTERNET EXPLORER
a) Click the “Tools” button in the upper right of the screen then select “Internet Options”
b) Click on the "Content" tab.
c) To the right of “Auto Complete” click the “Settings” button
d) On the “AutoComplete Settings” window, (1) click the box to the left of “Ask me before saving passwords” and (2) click the “Delete AutoComplete history” button, then click “Delete” on the next window. Wait while your info is deleted, then click OK on the next window and on the “Internet Options” window.

FIREFOX:
a) Click the “Firefox” button on the upper left corner of the screen.
b) Click on "Options" or “Preferences” (if you get a menu, select "Options")
c) Click on the "Security" tab.
d) Select the "Saved Passwords" button.
e) Search for LAFCU and click "Remove" to delete the password for it (go to step “e” if there is none).
f) Exit the Options/Preferences menu.
g) Go to https://www.lafcu.org, then attempt to access e-Branch on the upper right of screen by entering your e-Branch User ID and Password and clicking the Enter button.
h) When Firefox asks if you want it to remember the Password for that site, click on the down arrow to the right of the words "Remember Password" and select "Never for this site" from the menu.
i) The LAFCU site will now appear in the "exceptions" list of passwords for Firefox to remember, and it will no longer be “remembered” by Firefox.
j) If you change your mind and want Firefox to remember your e-Branch Password, go to the Firefox options menu and delete it from the “Exceptions” list.

SAFARI:
a) Click the “Safari” button on the upper left corner of the screen then “Preferences.”
b) Click on the "AutoFill" tab.
c) If the box is not checked, click the box to the left of “User names and passwords” then click the “Edit” button on the far right.
d) Search for www.lafcu.org then when found, click to highlight it, then click the "Remove" button on the bottom to delete the User Name and Password for it (go to step “e” if there is none).
e) Exit the “Preferences” menu.
f) Go to www.lafcu.org, then attempt to access e-Branch on the upper right of screen by entering your e-Branch User ID and Password and clicking the Enter button.
g) On the pop-up question “Would you like to save this password?,” click the “Never for this Website” button. h) You will then enter e-Branch.
i) If you click the “Safari” button on the upper left corner of the screen then “Preferences,” then “Passwords”, to the right of www.lafcu.org in both the “User Name” and “Password” columns you will see “Passwords Never Saved.”