Each time clients access Online Banking from a new device (phone, laptop, computer, etc.) the system requires them to enter a Secure Access Code (SAC) for authentication. Clients whose browsers routinely delete cookies will also be prompted to enter a SAC each time they log in (to correct this see here). Clients with new cell phone numbers who have not updated their Online Banking profiles do not have access to their SAC. When this happens, clients contact our offices to obtain their SAC. 

Note: The client must have requested a SAC within the last 10 minutes for you to be able to view it and provide it.

1. Obtain the client's Online Banking login.  
2. Launch Q2 Central. 
3. Under Reporting, click Operations.
4. Scroll down and double-click User Access Code Lookup.
5. In the search field, enter the client's login.
6. Click OK. A pop-up menu appears displaying the SAC.
7. Provide the SAC to the client for him/her to log in to Online Banking.
8. Once the client enters the SAC, the system prompts him/her to register the device. If the device is not registered, he/she is prompted for a SAC each login. 
9. If needed, instruct the client to update the contact information for future communications and delivery of SAC as follows:
   1. In Online Banking, click Settings > Security Preferences > Secure Delivery.
   2. Instruct the client to enter his/her preferred phone contact information for SAC delivery. Note: If the client's contact information is changing be sure to update the CIF accordingly.