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. 

When clients report that they cannot access Online Banking because they did not receive a SAC, do the following:

1. Verify that the client's CIF information including phone number and/or cell number contact information are correct.  
   1. If the contact information is correct, advise the client to text START to 86434.
      1. Verify that the client has received confirmation once they text START to 86434.
   2. If the client's contact information needs to be updated, then update the CIF accordingly.
2. To look up the SAC in Q2 Central click here.

Note:  If the client is still not receiving the SAC, obtain the following information to be provided to Shari Bliss for further troubleshooting:

• Who is the client's phone carrier?
• Did the client receive confirmation after texting START to 86434?
• What time of day did the client ask for the SAC?