Online Access Help

Login

First Time Login FAQs:

 

Forgotten Login ID/Password FAQs:

 

Registering your computer FAQs:

 

First Time Login FAQs:

 

 

Q: I have never used the new version of Online Access but I have my member number and X-TEL Password. What is the enrollment process?
A: To enroll in Online Access HD, follow these steps:

  1. Click on the Enroll link to the left of the ‘Submit’ button in login area on our homepage..
  2. Enter your member number, X-TEL Password and the last name listed on your membership and click ‘Submit Enrollment.’
  3. A page will open displaying your member number and a temporary password. Copy the password, the click the link to be returned to our homepage.
  4. On our homepage, enter your member number and click Submit.
  5. Paste or enter the temporary password you were assigned and click Login.
  6. Registering your Computer: You may now be required to register your computer. If so, you will be directed to a page displaying the secure contact information we have on file for your membership. Select one contact from the list that you can immediately access and our system will deliver you a temporary secure access code within minutes. NOTE: If all of the contact information we have on file is inaccurate or out-of-date, you cannot proceed any further. Please contact us to provide updated information.

    Phone Delivery: If you select phone delivery of your temporary code, just answer the phone normally when the call arrives. You will be prompted to make a selection to hear your code, and the system will give you the option to repeat the code, if necessary. Our system will not leave a code on voice mail, so if you miss the call, just repeat the process.

 

SMS (Text) Delivery: If you select the text message delivery of your temporary code, you will receive a very simple message containing the requested code. Standard text message fees apply.


Email Delivery: If you select an email account, you will receive a very simple email containing only the requested code. If you do not receive this email, please check your "Junk Mail" box.

  1. Enter, or cut and paste, the temporary code you receive on the following screen. NOTE: Do not navigate away from the screen. If you need to access a web mail account to retrieve your code, please open a new browser window or browser tab.
  2. Review and ‘Accept’ the Online Access Agreement and Disclosure
  3. Review and ‘Submit’ your online profile. If any information needs to be updated, please submit changes under Services > Address Change after completing the enrollment process.
  4. Establish your preferred password: Type or paste your temporary password in the Old Password field. Then create and confirm your new preferred password that will be used on future logins.
  5. Establish your new Login ID: Create and confirm your new login ID that will be used instead of your member number on future logins.
  6. Now that you are enrolled, future Online Access HD logins can be executed on our homepage using your new Login ID and password.

 

 

Q: I do not have an X-TEL Password. How do I obtain one?

A: Your X-TEL Password is a password you chose for touch tone telephone access and initial Online Access enrollment.  It is comprised of between four and eight letters and/or numbers. If you have never chosen an X-TEL Password or do not remember your X-TEL Password, you may select a new one at any branch location. You may also select one by printing, completing and submitting this form: X-TEL application. Fax the form to Member Services at 781-274-0239 or mail it to us at Hanscom FCU, 1610 Eglin Street, Hanscom AFB, MA 01731.

 

Q: What if the password delivery contact information that is displayed is not accurate?

A: As your financial institution, it is important that we have your current contact information on file. If the contacts displayed are not up-to-date, please contact us. You cannot complete a first time enrollment or register your computer without at least one valid contact that you can access.

 

Q: Can I add another contact number?

A: Once you have successfully logged into the Online Access system, you can update your preferred contacts via the Preferences>Security menu.

 

Q: What if I do not have access to the phone or email account contacts listed?

A: You cannot complete a first-time enrollment or register a computer without access to at least one of the listed contacts. If you need immediate access, please contact us. Once your contact information has been updated, we can add a new phone number or email address that you can use to retrieve your Secure Access Code.

 

Q: Is the code I received by phone, text message, or email my new password?

A: No, it is only a temporary access code. Never enter a secure access code on the login page as a password or as an existing password when instructed to change your password or establish a new password.

 

Forgotten Login ID/Password FAQs:

Q: I have forgotten my password and need to access my accounts. What do I do?
A: If you have forgotten your password, but have not been locked out, follow these steps:

  1. Enter your Login ID and click Submit.
  2. Select the checkbox labeled "Forgot Password?".
  3. Click Login
  4. Receiving a Temporary Access Code: You will be directed to a page displaying the secure contact information we have on file for your account. Select one contact from the list that you can immediately access and our system will deliver you a temporary secure access code within minutes. NOTE: If all of the contact information we have on file is inaccurate or out-of-date, you cannot proceed any further. Please contact us to provide updated information

    Phone Delivery: If you select phone delivery of your temporary code, just answer the phone normally when the call arrives. You will be prompted to make a selection to hear your code, and the system will give you the option to repeat the code, if necessary.  Our system will not leave a code on voice mail, so if you miss the call, just repeat the process.

SMS (Text) Delivery: If you select the text message delivery of your temporary code, you will receive a very simple message containing the requested code. Standard text message fees apply.

Email Delivery: If you select an email account, you will receive a very simple email containing only the requested code.  If you do not receive this email, please check your "Junk Mail" box. You can configure your junk mail settings to allow future emails from our address.

  1. Enter, or cut and paste, the temporary code you receive on the following screen.  NOTE: Do not navigate away from the screen.  If you need to access a web mail account to retrieve your code, please open a new browser window or browser tab.
  2. Establishing your Preferred Password: Once you have successfully entered your temporary code, you will be directed to create and confirm your new password that will be used in combination with your Login ID on future logins.

 

Q: I have forgotten my login ID. What do I do?
A: If you forget your login ID, please contact us. We will be required to securely verify your identity before providing you your login ID.

 

Q: Is the code I received by phone, text message, or email my new password?
A: No, it is only a temporary access code. Never enter a secure access code on the login page as a password or as an existing password when instructed to change your password or establish a new password.

 

Q: The system has warned me that one more unsuccessful login attempt will lock my account. What are my options?
A: If you have unsuccessfully tried to login and have been warned that one more unsuccessful entry will lock your account, you may choose the Forgotten Password process. That process will enable you to reset your password to something you can remember without the risk of locking your account. If you choose to try to login one more time and fail, you will be required to contact us to unlock your account.

 

Q: I have been locked out of the system due to entering the wrong User ID or password too many times. How do I unlock my account?
A: If you have locked your account due to several unsuccessful login attempts, for your security you are required to contact us to unlock your account.

 

Q: Can I change my login ID and/or password?
A: Once you have successfully logged into the system, you can voluntarily change your login ID and/or password through the Preferences>Security menu.

 

Registering your computer FAQs:

Q: I have successfully logged in, but the system is now asking me to register my computer. What is the registration process?
A: To register a computer that you are using to access Online Access for the first time:

  1. Enter your Login ID and click ‘Submit.’
  2. Enter your password and click ‘Login.’
  3. Registering your Computer: You are now required to register your computer. You will be directed to a page displaying the secure contact information we have on file for your account. Select one contact from the list that you can immediately access and our system will deliver you a temporary secure access code within minutes. NOTE: If all of the contact information we have on file is inaccurate or out-of-date, you cannot proceed any further. Please contact us to provide updated information.

    Phone Delivery: If you select phone delivery of your temporary code, just answer the phone normally when the call arrives. You will be prompted to make a selection to hear your code, and the system will give you the option to repeat the code, if necessary.  Our system will not leave a code on voice mail, so if you miss the call, just repeat the process.

SMS (Text) Delivery: If you select the text message delivery of your temporary code, you will receive a very simple message containing the requested code. Standard text message fees apply.


Email Delivery: If you select an email account, you will receive a very simple email containing only the requested code.  If you do not receive this email, please check your "Junk Mail" box.

  1. Enter, or cut and paste, the temporary code you receive on the following screen.  NOTE: Do not navigate away from the screen.  If you need to access a web mail account to retrieve your code, please open a new browser window or browser tab.
  2. Activating your Computer: Depending on your account status, you may have the ability to choose whether or not you want to 1) activate your computer to avoid this registration process in the future or 2) take one-time access to your accounts.  If you are on a public computer, you should always choose one-time access so the system does not register the public computer.
  3. You will then be directed to the Account Overview page.

 

Q: Why am I being required to register each computer I use to access Online Access?
A: In today's online environment, login ID/password access to your financial information is no longer considered sufficient to securely verify your identity. Therefore, in addition to your login ID and password, our online verification requires us to deliver you a one-time piece of required information via something only you possess (for example, your email account or your telephone). Once you receive the additional piece of information (a secure access code) and enter it into our system, we will remember your computer and browser and mark your browser with a cookie and/or other browser-specific object.

Registering your computer adds a strong layer of security to your online accounts. This means that no other unregistered computer in the world has access to your online information, even if your login ID and password were accidentally or unintentionally compromised. Once we register your computer and browser, you will only be required to enter your Login ID and password on future logins via the registered computer browser.

 

Q: I registered my computer during a previous login, but the system is asking me to register it again. Why?
A: There are several reasons this may happen, including:

  1. Your browser settings are set to delete cookies, or your browser cookie for Online Access has been deleted since the last time you logged in.
  2. Your online profile is set to require a secure access code delivery each time you log in.
  3. You are logging in via a different browser on the same registered computer. Each browser (i.e. Internet Explorer/Firefox/Safari) must be individually registered.
  4. We have reset all active registrations on the system for security purposes.

 

Q: I have previously registered other computers, but the system is telling me that I have exceeded the allowed number of activations. What do I do?
A: For your security, we have set a limit to the number of allowed registrations for each login ID. As you may have reached the limit, please contact us for assistance.

 

Q: How do I remove the registration from a computer that is no longer mine?
A: You can remove the registration of a computer/browser by deleting your cookies, or only the cookie related to our online site. Please see your browser help for assistance in deleting cookies.

 

 

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