Security and Ease of Access

Things look a little different?



Accessing and securing your account just got easier!

As part of the new industry security standards, you will be required to update your personal Online Banking credentials from the traditional PAC (Personal Access Code) to an alphanumeric password.
You can manually change your PAC from within your Online Banking account; if you're using a desktop, navigate to Profile and Preferences and select Change Personal Access Code. In the mobile app, selecting Settings will offer the option to Change Personal Access Code. After a certain period of time, members will be forced to update their PAC to ensure proper security protocols.




Frequently Asked Questions: Strong PAC

Have a question about Strong PAC? Check here for the answer. Don't see your question? We're here to help!
Contact us for more information.

I'm being asked to change my PAC (Personal Access Code). Why is this? Expand/Collapse

Our credit union is strengthening our MemberDirect® Personal Access Code (PAC) requirements to provide an added layer of protection and to help us introduce new and exciting digital features in the near future. As part of this change, all of our members will need to update their PAC to meet the new security standards.

Do I need to update my PAC (Personal Access Code) right away? Expand/Collapse

While we encourage you to update to the new standards early, you will have 30 days before being required to change your PAC. At the end of 30-day period if you haven't yet updated your PAC, you will see a popup window when you attempt to log into your online banking that will require you to change your PAC before being able to continue through to your accounts.

How do I update my existing PAC (Personal Access Code) to a Strong PAC? Expand/Collapse

You can update your existing PAC to a Strong PAC by logging into your online banking using your desktop or your mobile banking app. If you're using a desktop, navigate to Profile and Preferences and select Change Personal Access Code. In the mobile app, selecting Settings will offer the option to Change Personal Access Code. From here, follow the onscreen instructions to complete the change. The next time you log into your online banking, you will use your new Strong PAC.

Do you have any tips on how to create a Strong PAC (Personal Access Code)? Expand/Collapse

Absolutely! Here are a few best practices to keep in mind as you create a Strong PAC:

  • Be sure to choose a PAC that differs from the passwords you use to access other online services, such as your social media accounts or email.
  • Avoid including names, dates or numbers that are related to your identity (such as birthdays, family names, pets or addresses.
  • Try to use a sequence of words and numbers that you will remember, but that will make it difficult for others to guess your PAC.

I have QuickView enabled on my mobile app to see my account balances easily. How do I keep using this feature once I've updated my PAC? Expand/Collapse

QuickView needs to be removed prior to updating to Strong PAC to prevent the old PAC from being recognized the next time you log into MemberDirect® Once you've updated your PAC, you can re-enable QuickView.
To do this, you will need to start by removing all devices that you have registered to enable QuickView by signing into your online banking on a desktop, (or by accessing the full site in a web browser on your mobile device). Once you have logged in, select Account Services located in the left-hand menu and select Mobile Banking App and remove your devices.
The next time you sign into your online banking using your Mobile App, you can re-enable QuickView by navigating to Settings and Create New Login and following the onscreen instructions.

What happens if I forget my new Strong PAC (Personal Access Code)? Expand/Collapse

If you forget your new Strong PAC, you can reset by clicking on the Forgot your password? link just below the PAC field on the MemberDirect® login screen. Once you click this link, you will be asked to confirm your identity and will then be given the option to choose a new personal access code.

I use MemberDirect® Business and have a Delegate. Is there anything additional that I need to know when it comes to updating my PAC? Expand/Collapse

Once the Strong PAC requirements take effect, you will need to make sure to log into MemberDirect® to update your PAC before your Delegate will be able to access online banking. Your existing delegate will not be required to update their PAC to the new Strong PAC format, however, if your existing delegate needs a new PAC or you are setting up a new delegate, they will be required to use the new Strong PAC format.

Please note. Business/Association account users (regardless of MDSB or Personal platform) who sign in using an 00 login from the customer profile screen will not be able to self serve reset. Horizon does not allow for the input of a Date of Birth or SIN number for company accounts.

2-Step Verification

2-Step Verification is a new security measure within Online Banking that serves to replace the existing use of security questions. You will now be sent a short unique code that you must enter into to confirm your identity before continuing into your online banking.

Self-Serve PAC Reset

Self-Serve PAC Reset is a new enhancement that allows you to reset your own Personal Access Code (PAC), without needing to visit or phone your credit union. Previously, if you forgot your PAC, you would have to call your credit union to reset it; you can now do this yourself from your own device. You must be enrolled for 2-Step Verification before you can reset your own PAC. To reset your PAC, click the "Forgot your password" button found in the log-in section on the home screen of online banking and follow the instructions.

2-Step Verification FAQ

I lost my phone/I'm not able to access the email address I used to register for 2-Step Verification and now I can't login online banking. What can I do? Expand/Collapse

Don't worry - we're here to help. Contact or visit your nearest branch and our staff can confirm you identity and reset your 2-Step Verification. Once your branch resets your 2-Step Verification, you will be asked to register for 2-Step Verification using updated information the next time you attempt to log into online banking.
Outside of regular business hours you can contact Sonoma Online Technical Support at 1-888-CREDIT-U(273-3488) and they will be happy to help you.

I haven't received a verification code. What should I do? Expand/Collapse

First, if you've registered for 2-Step Verification using an email address, make sure to check your spam folder. If you haven't received a code after 10 minutes, you can click on the "Didn't receive a code" link in the Enter Your Verification Code screen to have a new code sent.

If you're just signing up for 2-Step Verification and haven't received a code, you may also want to confirm that you have input your mobile phone number or email address correctly. If you find an error, you will have the option to back up a step and correct your information.

I share an online banking login with my joint account holder. How does 2-Step Verification work for me? Expand/Collapse

To help keep your information secure, we would recommend that you and your joint account holder use individual logins to access MemberDirect® If you or your joint account holder needs to set up your own login, please visit your local branch.

Does 2-Step Verification collect or keep any of my personal information? Expand/Collapse

2-Step Verification does not collect or store any personally identifying information.

Self-Serve PAC Reset FAQ

What Information do I need to reset my own PAC? Expand/Collapse

Using Self-Serve PAC Reset is easy. You will need your account number (the same one you use to log into online banking) and either the last 3-digits of your SIN or your Date of Birth. You will also need to have your mobile phone or email address that you use for 2-Step Verification handy, as you will need to receive and enter a verification code to confirm your identity.

How is my information protected if I reset my PAC online? Expand/Collapse

Self-Serve PAC Reset is very safe and uses secure information along with 2-Step Verification as an added layer of security.

I tried to reset my PAC using the self-serve option but have gotten an error message. Why is this? Expand/Collapse

There are a couple of reasons why you may have received an error message. First, in order to use Self-Serve PAC Reset, you will need to be registered for 2-Step Verification. This feature is part of the way that we confirm your identity during the Self-Serve PAC Reset process.

If you are registered for 2-Step Verification and are receiving an error message, we recommend getting in contact with your branch as some of your details on file may need to be updated before you're able to access self-serve options.




Am I still able to visit my branch to have my PAC reset? Expand/Collapse

Absolutely! You are always welcome to visit your credit union for additional help resetting your PAC.