Security FAQs and Tutorials

Frequently Asked Questions

1.What is a “PAC” and how do I ensure mine is secure?

A personal access code or “PAC” is the security code you use to access your online and mobile banking accounts. A critical step in keeping your private banking information secure is to choose a PAC that adheres to industry standard password rules and is considered a strong password. At minimum, this should include 10-30 characters and contain at least:

  • One (1) uppercase letter;
  • One (1) lowercase letter;
  • One (1) number; and
  • One (1) special character (*-/?@#$%^&"<>+).

Cyber security experts recommend changing your password every three months for optimal online security.

Tip:  Choose different PAC and PIN numbers and avoid using common numbers or sequences such as 1234, birthdates, phone numbers or addresses. Also, do not use dictionary words or follow words with four digits at the end.

To update your PAC, watch the tutorial video below or follow these step-by-step instructions:

Using Online Banking

  1. Login to online banking
  2. Click on the Profile and Preferences link in the left-hand menu
  3. Click on Change Personal Access Code (PAC)
  4. Follow the step-by-step instructions to update your Personal Access Code (PAC)
Using the Mobile App
  1. Login to the Mobile App
  2. Select Settings
  3. Tap Change Personal Access Code
  4. Follow the step-by-step instructions to update your Personal Access Code (PAC)

PACs can also be changed at branch locations by speaking with a member consultant or by calling 519.974.3100 or toll-free at 1.866.500.WFCU (9328).

PLEASE NOTE: WFCU will NEVER call, text or email members to ask for your PAC or any other personal information. If a request for this information is made using any of these methods, DO NOT provide your information and immediately report the incident to 1.866.500.WFCU (9328).

2. How can I monitor my banking account activity?

As the world of electronic banking becomes more convenient, so does the increase in fraudulent activity. As an added security feature with your WFCU Credit Union online banking account, members can sign up for specific security alerts which notify you by email or text of activity taking place in your account.

Optional account alerts include:

  • A new payee has been added to your account
  • Your personal access code (PAC) has changed
  • Online banking account locked out – incorrect response to security question
  • A new INTERAC e-Transfer® recipient has been added to your account

To activate account alerts, watch the tutorial videos below or click on the “Instructions to Sign Up for Account Alerts” thumbnail for step-by-step instructions.

Instructions for Sign Up for Account Alerts

PLEASE NOTE: If you receive an account alert that you did not action or personally trigger, please contact 1.866.500.WFCU (9328) as soon as possible.

3. What other security measures can I expect from WFCU when accessing my online banking account?

a. Security questions

The first time you log in to your online banking account, you will be asked to choose from a list of security questions and answers. Be sure to pick questions with answers that are not easy to guess and are personal to you. If you have a joint account, the questions and answers for both users must match. You can register your home or personal computer so that you will not have to answer a security question every time you log in, however, when you log in to your account from another machine, we will ask one of the security questions to confirm your identity.

We track the number of login attempts used to access your online banking. After a number of incorrect attempts to provide the correct PAC or answers to security questions, your online access will be immediately disabled. To regain access, please call our customer service representatives.

Watch the tutorial video below to set up your security questions.

Instructions for Set Security Questions

b. Encryption

Internet encryption protects your information while it is in transit between your computer and our systems. It ensures that data cannot be read or altered because the information is scrambled. Our online banking website uses a 128-bit SSL, encrypting both request and response transactions through a secure connection. To establish a secure connection, verify that the prefix of our website address in your browser reads 'https' (and not simply 'http'). All the browsers we support meet this security requirement.

4. How do I update my contact information?

If you move, it is important to notify us of your change of address. If your mailing information isn't up-to-date, statements or letters that contain personal information will continue to be sent to your former address.

Watch the tutorial video below to update your contact information.