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How to reset your Mobile Banking app password and your fingerprint ID/facial recognition

For more information regarding our Online Banking Password Update, please click here.

If you forgot your Username and Password, please follow these steps.

1. Log in to the ESL Mobile Banking app using your fingerprint ID or facial recognition as you normally would.

2. You’ll receive an Authentication Error. Tap ‘OK.’

Example screen shot of Authentication Error.

3. Enter your Username and Password. Tap ‘Login.’

Note: If you forgot your Username and Password, please follow these steps.

4. On the Change Password screen, enter your ‘Current password,’ ‘New password,’ and ‘Retype password.’ Tap ‘Change.’

Example screen shot of Change Password screen.

5. You successfully changed your password and will see your accounts.

6. To reset your fingerprint ID or facial recognition, tap ‘More’ at the bottom of the screen.

7. Tap ‘Settings.’

Example screen shot of More menu with Settings selected

8. Tap on fingerprint ID or facial recognition to turn this feature back on. The example below shows Face ID is off.

Example screen shot of Face ID Off settings.

9. Toggle the button to log in with fingerprint ID or facial recognition. When the button turns green, fingerprint ID or facial recognition is turned on.

Example screen shot comparison or Face ID OFF and ON settings.

10. That’s it — you’re all set to continue logging in with fingerprint ID or facial recognition.

Forgot Login

1. On the login screen, tap ‘Forgot Login’ that’s below where you enter your password.

Example screen shot of mobile app home screen.

2. On the Forgot Login screen, enter your Phone number and Username. Tap ‘Send me a new password.’

Note: The phone number you enter, would be the phone number you used to register for mobile banking.

Example screen shot of Recover Credentials

3. Depending on the phone number you added to your account, you’ll receive one of the following:

  • Text message with a temporary password
  • Automated phone call with a temporary password
  • If you don’t remember the phone number you added to your account when you registered for mobile banking, or you don’t receive a text message or phone call within 3 minutes, please contact us at 585.336.1000 to issue you a temporary password.

4. If you forgot your Username, tap ‘I forgot my username.’

  1. Enter your email and tap ‘Send.’
    Example screen shot of mobile app Forgot you Username and enter email address screen.
  2. You will receive an email that contains your Username.
  3. Enter your Username on the ‘Forgot Login’ screen (step 2 above).

5. Once you have your temporary password, log in using your Username and temporary password, then begin with Step #4 (Change Password Screen) above.

Questions?

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