Contact Us

Who do I call if I have questions about my accounts or Online Banking?

  • For assistance with your accounts, call 850-769-9999 (888-896-3255, toll-free), from 8:00 AM to 5:30 PM (Central)
  • For assistance with Online Banking, call Tyndall e-Banking at 850-873-3600 (877-720-7812, toll-free), from 8:00 AM to 5:00 PM (Central)

Security Questions

The security of your personal and account information is extremely important to us. So, to keep up with ever-changing technology, we must sometimes make upgrades to our Online Banking platform. Please review the FAQs for information that may help answer any questions you may have.

Why did you choose the login security standards you have instead of using security questions?

We are committed to maintaining the security of your personal and account information, while providing you with easy and convenient access to your accounts.

With ever-changing technology and the continued growth of Online Banking, there are increased needs for greater security standards to ensure that you and your money are well-protected.

To that end, when allowing you to use electronic devices to access to your accounts, we must be fully confident that the person trying to access your accounts is, in fact, you. When we cannot see you face-to-face and verify your identity, we have to turn to enhanced security methods to verify your identity.

According to the federal government guidelines governing online banking, such enhanced security measures now require the use of multi-factor authentication, which basically means that you must verify your identity in two completely different ways. In order to allow electronic access to your accounts, we must have you provide:

  • something you know (PIN, Password, etc.), combined with
  • something you have (a mobile phone, access to your personal email, ATM/debit card, etc).

This type of enhanced identity verification safeguards you against unauthorized access to your account and personal information.

How does using my phone or email make my account safer?

We implemented what is known as "multi-factor authentication," which makes it more difficult for phishers and attackers to access your accounts without you knowing it. While this might seem unfamiliar at first, you actually use it every time you visit an ATM. When you access your account from any ATM, you need both your ATM/debit card (something that you have) and PIN (something that you know).

We implemented the same type of protection by using both your User ID and Password, plus your phone (or email) to access your account. By doing this, even if a phisher or an attacker manages to steal your password and tries to use it to log in, he would be unsuccessful because he would need your phone (or access to your email) as well.

What do I have to do/What do I need to know?

What are the User ID requirements?

New User ID requirements:

  • Must contain 6 to 20 characters
  • Cannot contain all numbers
  • There can be no spaces before, after, or between the characters
  • Can contain letters, numbers, and any of the following characters: @ $ * _ - = . !

What are the Password requirements?

Password requirements:

  • Must be between 8 and 32 characters
  • Must include at least 2 letters
  • Must include at least 1 number
  • There can be no spaces before, after, or between the characters
  • Cannot include any part of your User ID
  • Must include at least one special characters, such as one of the following:
    ! @ # $ % ^ & * _ + - = ( ) [ ] { }

What will I experience when I log in to Online Banking from a different device?

You will be guided through an easy two-step process:

Step 1 - Request One-Time Passcode:

The system will check to see if an email address or cell phone number is available for your account. If there is one on record, you will have the option to have the system email, text, or call you with your one-time passcode.

Do not close your Online Banking window while you are waiting to receive your access code.

Step 2- Confirm Receipt of One-Time Passcode:

Your one-time passcode will be sent to you by email, text message, or automated voice call (whichever method you chose).

Once you receive the message that contains your 6-digit passcode, please enter that code in the appropriate field on the Online Banking screen.

On that same screen, you will be asked whether or not you wish to 'register' your computer. That choice is completely up to you.

If you are fully confident that you are the only one who uses that computer, you may want to select "Yes." In that case, you will be able to log in with only your User ID and Password in the future.*

However, if the computer is used by other people or is located in a public area, we strongly recommend you select "No." This will add an extra layer of security, as you will be required to receive a passcode every time you log into Online Banking from that computer.

Do I have to have a cell phone to complete this process?

No, you can use any phone that accepts phone calls or texts, or you can use an email address, to receive the one-time passcode.

Can I use my work number to receive the one-time passcode?

You can use any phone number that is a direct line to you. If your work phone number requires that an extension be dialed, it will not work.

I don’t have a phone available right now. Can I still go through this process?

Yes, you certainly can. You may request that the one-time passcode be sent via email instead.

I don't have a text-capable phone. Can the verification code be emailed?

Yes, you can select to have the code sent via email, or you can have it sent via automated voice message.

Will I have to do these steps with all my accounts?

If you log in separately for each account, then yes, you will have to upgrade your information and obtain a one-time passcode for each User ID/Password combination.

What information is contained in the automated voice call or SMS text message?

The automated voice call will include a message such as:

"Hello, this is Tyndall. Please press pound to receive your 6-digit access code."
** Press pound **
[There will be a 1.5 second pause, and your unique one-time passcode will be provided].
"Press # to repeat."
** Once you have heard your access code, simply hang up. **

If you requested a SMS text message, you will receive a message similar to:

Tyndall FCU Access Code. Your activation code is xxxxxx. Reply HELP for help or 850-769-9999.

Do I have to use the one-time passcode right away?

When the one-time passcode is sent to you, it is only valid for 10 minutes. If you are unable to log in during that time period, you will have to request a new one-time passcode at a later time.

Will I always need to use my User ID and Password, plus my phone or email from now on?

The first time you attempt to log in from a new computer, you will need to use your User ID and your Password, plus the one-time passcode (access code) you receive on your phone (or by email) in order to log in.

If you are accessing Online Banking from a private computer that you personally use, you can opt for the system to 'remember' your computer for future access. By doing this, you will not need to repeat the step of obtaining an access code via phone or email; you will only need your User ID and Password in the future to log in.

If you do opt to have your computer 'remembered,' we recommend that you do so only on a computer that you personally own, and that you have the latest updates and virus protection software installed on it.

Will I have to do these steps again if I use a different computer or device to access Online Banking?

If your User ID or Password have to be updated, it will only need to be done once. However, whenever you log into Online Banking from a different computer or device, you will be required to go through the one-time passcode process. The passcode will be sent to the phone number or email you set up as your 'Security Contacts.'

If I am traveling internationally, can I receive a one-time passcode via SMS text message or automated voice call if I access my Online Banking account from an unrecognized computer?

If you have a US-based mobile phone, you can use it to receive a one-time passcode via SMS text message or automated voice call, as long as your wireless carrier and your current wireless plan is supported within the country you are visiting. Of course, you may also choose to receive your one-time passcode through your email address.

What happens if I log in from another computer or mobile device?

The first time you log in from another computer or mobile device, you will need to use both your User ID and Password, plus a new one-time passcode.

If this is going to be a computer or mobile device that you will use regularly, you may choose to have your new computer/mobile device 'remembered' on the system so you only need your user ID and Password for future access to your account online. However, before you do so, make sure that you are the only one who has access to that particular computer or mobile device.

General Questions

What are 'Security Contacts?'

Your 'Security Contacts' are the email address, cell phone, or other phone numbers that you would like to use for retrieving your one-time passcode. These may be the same email address and phone numbers that you have on your account records at the credit union, but you may also use different ones, if you wish.

What browsers do you support?

We support Internet Explorer 8 and 9, the latest versions of Firefox and Chrome, and the latest versions of Safari for Mac OS X. We no longer support Internet Explorer 7.

I only have dial-up Internet access. Is there a quicker way for me to access Online Banking?

For dial-up access, you may find it easier to use the site we use for mobile devices, although it does not have the full functionality of our standard Online Banking site. Click here to access the mobile site.