Clients that have reached the maximum of 3 unsuccessful login attempts are locked out of the Online Banking system and the system advises them to contact the Client Service Center.  Note: Do not release username or any additional client or account information

1. Identify the client using one of the following: 
   • Identification: CSC Phone Procedures
   • Clients in person
2. Copy the client's CIF.
3. Log in to Q2 Central. 
4. Under Reporting click (######) Logins.
5. Click Search.
6. From the Auto Generated drop-down menu choose CustomerPrimaryCIF.
   1. If the drop down menu does not contain CustomerPrimaryCIF, then click the field chooser icon next to Login and check CustomerPrimaryCIF. 
7. Paste the client CIF number in the search field (the third box in the search area) and press Enter.
8. The user ID can now be found under the login field.
9. Confirm that the Login Status is Login Locked Out.
10. Right-click the client's login ID > Unlock Pin/Password. Note: This option is only available when a client is locked out.

Consumer clients can now unlock their user access and recover their username from a registered device in the event they get locked out of the Online Banking Services. Verification is based on the clients date of birth (DOB) and social security number (SSN). The secure access code (SAC) will be delivered to the mobile number on file.

Instruct clients to do the following when locked out of the online banking system:

1. Click Unlock User.
2. Complete the Locked Service Form.
3. Click Continue.
4. A password reset will be required.

Consumer clients can now recover their username (login) from a registered device. Verification is based on the clients date of birth (DOB) and social security number (SSN). The secure access code (SAC) will be delivered to the mobile number on file.

Instruct clients to do the following when they forget their username/login for the online banking system:

1. Click Forgot Login.
2. Complete the Forgot Login form.
3. Click Continue.
4. A password reset will be required.