ESL Enhanced Login Security Feature - Frequently Asked Questions ^top

What is the Enhanced Login Security feature?

Enhanced Login Security provides an additional layer of security that helps protect you from unauthorized access to your ESL Internet Banking accounts.

How does it work?

Enhanced Login Security identifies you as the true "owner" of your accounts. Now, your member number, password and your computer will need to be recognized to permit access to your ESL Internet Banking accounts. This means you will need to "enroll" your computer with a fast, simple, one time process that sets a "cookie" to the specific combination of your computer, your member number and your password.

The Enhanced Login Security only sets a "cookie" to computers you enroll. When you log in from a computer with public access or one you have not enrolled yet, we will not be able to "recognize" your computer. In this situation, you will be prompted to answer your "Challenge Questions" before proceeding into Internet Banking.

Why is ESL offering the Enhanced Login Security feature?

ESL has always considered it our responsibility to make ESL Internet Banking as safe as possible. The Enhanced Security Login feature is the simplest, easiest way to provide an additional layer of security to your online banking experience. In addition, this feature complies with new Federal Government Regulations to improve online banking security.

Do I have to enroll?

Yes. The Federal Financial Institutions Examination Council (FFIEC), regulators that oversee banks and credit unions, announced that passwords alone will no longer be acceptable as the sole means of achieving online security. Multifactor Authentication (MFA) was the recommended solution. Financial institutions are required to install some method of multifactor authentication.

To meet these regulations, ESL Internet Banking is adding an Enhanced Login Security feature to our Internet Banking service. Enhanced Login Security requires online users to provide something additional beyond today's username and password to log in. This enhanced security means that even if a user has their password AND member number stolen, the fraudster cannot access online accounts without also knowing the answers to the Challenge Questions or possessing the enrolled computer. By implementing Enhanced Login Security, ESL can give our members peace of mind for online transactions.

When do I have to enroll?

The Enhanced Login Security feature has been available for optional enrollment since November 2006. Beginning May 1, 2007, all ESL members will be required to enroll in Enhanced Login Security.

How do I enroll?

Enrolling your computer is a quick, easy process. When you log in to Internet Banking, you'll be prompted to enroll your accounts and the computer you are using. Click here for more information and a preview of these instructions.

As part of the enrollment process, you will need to have Challenge Questions set up. It is advisable to set these questions up prior to the November introduction of the Enhanced Login Security feature, just log in to Internet Banking, click on User Options and select "Challenge Questions Set Up" and follow the prompts.

If you have not set up Challenge Questions prior to the Enhanced Login Security feature introduction, you will be prompted to set them up before being able to get into Internet Banking.

I keep hearing about answering Challenge Questions. What are Challenge Questions and what do they have to do with Enhanced Login Security?

Challenge Questions now perform two functions. Formerly the "Forgotten Password" feature, these three questions can be used to help reset your password, in the event the password is forgotten. More Information

The Challenge Questions are required as part of enrolling your computer for the Enhanced Login Security feature. Once you enroll at least one computer in the Enhanced Login Security feature, you will be asked to answer your Challenge Questions when you log in to Internet Banking from a non-enrolled computer.

Apparently, I did not answer my Challenge Questions correctly and now I am locked out of Internet Banking. What do I do?

When you are presented with your Challenge Questions, you have five (5) attempts to correctly answer all three questions. Remember, the answers you provide must match the answers you provided when setting up the Challenge Question/Forgotten Password feature.

After five attempts you will locked out of Internet Banking and will need to contact the ESL Tele-Banking Center to "re-authorize" you. Call 585.336.1000 or 800.848.2265 or "chat" live with an Internet Banking Representative at esl.org. At that time, you will automatically be "un-enrolled" from the Enhanced Login Security feature and a new PIN will be issued to you via US Mail.

Once you have received your new PIN in the mail, you will be ready to start using ESL Internet Banking again. You will be required to provide answers to Challenge Questions (remember, one word, easy to remember answers work best!) and enroll in the Enhanced Login Security again before entering Internet Banking.

I use two computers and different browsers. What do I do?

Once you've initially enrolled, it's easy to enroll multiple computers and browsers. Just log in to Internet Banking from the additional computer or browser you want to enroll. Click on "User Options" and select Enhanced Login Security and follow the prompts.

Remember, for maximum security, only enroll computers that you own or that you are the primary user for (like your computer at work.) Do not enroll computers that have public access (like the computer at the library.) To access non-enrolled computers, just answer your Challenge Questions when prompted.

I keep getting this prompt for something called Enhanced Login Security - what is this?

This is a new feature that ESL is offering to help improve the security of your Internet Banking account. It helps prevent unauthorized access to your account. Once you have enrolled your computer, you won't even know it's there. To enroll, just log in to Internet Banking and follow the prompts. It's quick, easy and free.

I am trying to get into my Internet Banking account and there is this screen asking me for answers to Challenge Questions. Why?

The Enhanced Login Security uses your member number, password AND your specific enrolled computer to identify you as approved for access to your accounts. If you are using a different computer than you usually use, you will be asked three Challenge Questions as an alternative way to confirm your identity. (These are the same questions you set up as "forgotten password" questions.) Remember, you can enroll more than one computer to automatically permit access (like your home computer and your work computer.) Don't enroll computers that you use infrequently or that have public access (like the computer at the library.)

You will also be asked Challenge Questions for each unique browser that you use, (such as Internet Explorer or AOL or Firefox.) Again, you can either answer the Challenge Questions and obtain access to your internet banking accounts or, to avoid answering the Challenge Questions, you can enroll your computer for each browser you use.

I've enrolled my home computer, but I'm still being asked my Challenge Questions. Why?

There are a couple of situations that could cause your computer's enrollment to become deactivated. For example, deleting cookies from your computer or resetting your password will "un-enroll" your computer. You will need to use the Challenge Questions to get into Internet Banking again and then re-enroll your computer.

I thought I enrolled my work computer too, but I'm still being asked my Challenge Questions. Why?

Some employers clear cookies from computers on a regular basis (sometimes daily). Once the cookie is cleared from the computer, the Enhanced Login Security feature does not recognize that computer as an enrolled computer. Because of this, you will always be presented with your Challenge Questions. Answer these three questions and you will proceed into Internet Banking.

When I enrolled, I selected the "Only enroll my account" option and did not opt to enroll my computer. What does that mean?

This means that the Enhanced Login Security feature is activated for your accounts but since you have not enrolled a specific computer, you will be asked your challenge questions as part of login procedure. Once you're logged in to Internet Banking, it's easy to go back and enroll your computer. Just click on user options (in the top right hand corner) and select Enhanced Login Security Set Up and follow the prompts. You should not need to answer your Challenge Questions the next time you log in to Internet Banking at that specific computer.

I am at a friend's house and trying to get into my Internet Banking account and it's asking me for answers to my Challenge Questions. But I can't remember the answers. How do I get into Internet Banking now?

Contact ESL Online Chat and ask a representative to assist you. After verifying your identity, you must have your account un-enrolled from Enhanced Login Security in order to by-pass the Challenge Questions.

I am at a friend's house and trying to get into my Internet Banking account and it's asking me for answers to my Challenge Questions. I set up my questions and answers for the "Forgotten Password" feature, but I haven't forgotten my password. What should I do?

The questions and answers that you set up for the Forgotten Password feature are the same as you use for the Enhanced Login Security feature. Simply enter your answers and you'll get right into Internet Banking.

Everyone in my family uses the same computer to access their own ESL Internet Banking accounts. I've enrolled the computer for my accounts the last time I logged in. Will that be enough?

No. Enhanced Login Security works because it uses each individual's member number, password AND specific computer to identify that individual as authorized for access. In other words, one secure cookie will be stored in the browser for each account. This means that each individual user will need to enroll the same computer with their specific member number and password.

Is Enhanced Login Security available on the computers in ESL branches?

No. Because we automatically clear all cookies after each Internet Banking session, you will always be prompted to answer your Challenge Questions when you log in to Internet Banking at an ESL branch.

I just bought a new computer. Do I need to enroll that and what about the old computer?

Yes. Any new computer would need to be enrolled to avoid answering Challenge Questions with each log in. Old computers should be un-enrolled by logging in to Internet Banking from that computer, clicking on User Options, then Enhanced Login Security Set Up and then selecting the option that says "remove extra security protection from this computer."

I sold my old computer before unenrolling from the Enhanced Login Security Feature. What do I do?

Contact ESL Online Chat and chat with an Internet Banking Representative or call 585.336.1000 or 800.848.2265 and ask to speak with an Internet Banking Representative. The Internet Banking Representative will need to un-enroll your account from the service. The next time you log in to Internet Banking you will be asked to re-enroll your account.

Are there any issues with enrolling in the Enhanced Login Security if I have a personal firewall?

Personal firewalls should not affect the installation of the Enhanced Login Security feature.

I have a Mac computer. Will the Enhanced Login Security feature operate any differently for me?

No, there is no difference in setting up or the operation of the Enhanced Login Security feature for either a Mac or personal computer.