• Why is First Bank Richmond using this Multi-Factor Authentication?
  To make your online banking experience as secure as possible. Most of the time your online banking experience will be the same as it has always been. However, now you will have an extra layer of security working behind the scenes to protect your account. The new security may infrequently prompt you to verify your identity before continuing. This means you can now bank online with a renewed sense of confidence.
• What is this Multi-Factor Authentication security system?
  As our customer, we know your typical transactions, times, and locations. If we detect any activity that does not seem like your typical behavior, we will prompt you to further verify your identity so that we can stop fraudulent attempts to compromise your account. This process will only occur on rare occasions. Normally, you will not be asked for any additional information.

  For example, if someone tries to sign in with your user name and password from a computer in another country shortly after you have logged off from your normal computer at home, we may decide to verify who is trying to access your account.

• How do I sign up for the Multi-Factor Authentication security system?
  There is no need to sign up for the service - it is already protecting you! You simply need to provide the information that is requested when prompted. this may include choosing several security questions that only you know the answers to, as well as supplying phone numbers where you can be reached while banking online.
• How much will it cost?
  There is absolutely no cost associated with this security system.
• When will I be asked for more information? You will only be prompted to enter more information when a particular activity or transaction appears to be unusual or uncharacteristic of your typical behavior.
• What additional information will I be asked for?
  If any unusual or uncharacteristic behavior is detected, you will be asked to answer several of the security questions you chose. you may also be asked to answer an automated phone call.
• What is unusual or uncharacteristic behavior?
  Uncharacteristic or unusual behavior is anything that appears out of the ordinary compared to how and where you normally bank online. If the requested action does not appear to be something you would normally do, we will ask you for more information to verify your identity.
• How are you able to detect unusual or uncharacteristic behavior?
  The security system takes into account factors such as the type of transactions you ordinarily perform, the PC's you usually use to access your account, or the typical security settings for your computer. Hundreds of factors such as these create a profile that is unique to you that allows us to make decisions about whether a given activity and transaction within your account appears valid.
• Will I be asked for more information all the time now?
  No, you will only be asked for more information when unusual or uncharacteristic behavior is detected. This will most likely be a rare occurrence.
• How do I know it is working?
  You only need to complete the setup process once; afterwards the security system will work automatically. You are protected every moment, from signing into your account to logging out. Occasionally, you will see a combination lock picture as a reminder to you that you are being protected.
• Is my personal information still safe?
  Yes. In fact, your personal information is safer than ever before because we are verifying your identity and restricting unauthorized users from accessing your information.
• How will this help prevent online fraud?
  If your user name and password are stolen, the fraudulent user would have to answer your security questions correctly or answer a call at one of the numbers you provided before being able to access your account or complete a fraudulent transaction. If the user is unable to provide this information or be reached by phone, the activity is blocked. This added layer of security helps us protect your online account at all times.
• I check my account very often. Wouldn't I know if something unusual showed up on my account?
  We are glad you check your account! It is always a good idea to regularly monitor your account for any unusual activity (such as withdrawals you didn't make). This security service helps prevent those incidents from ever occurring, so when you check your account everything is exactly as it should be.
• I already have anti-virus security and a personal firewall. Why do I need this?
  It is a good idea to have anti-virus security and a personal firewall. Keep both software programs up-to-date for the best possible protection against viruses, Trojans, and hackers. This new security feature protects against other kinds of threats, such as a stolen user name and password. It works with your other personal security programs, but it does not replace them.

Thank you very much for your patronage at First Bank Richmond. Please contact our Customer Support Department if you have any problems with our new system.