Forgot Your Username or Password

If you forget your username or password and your account is not locked, you can use the Forgot Your Username or Password option to reset.

To reset a forgotten username or password

  1. From the Mobile app, or from the login form, click or tap Forgot your Username or password.
  2. Enter your email address associated with your account and click or tap Reset My Password. An email is sent out to the email address provided containing the Username and instructions for setting a new password.
  3. On the New Password page, do the following:
    1. Enter your new password in the New Password field.
    2. Re-enter the password in the Confirm Password field.
    3. Click or tap Change my Password.
  4. Your password is now updated. Click or tap Login.
TIP: If your email is linked to more than one login, you will receive an email for each login. Verify the username in the email matches the account you are wanting to change the password for.


Changing your password

To change your account password

  1. On the Dashboard in your account, click or tap Your Name > Settings. The Settings page appears.
  2. Click or tap Change Password under User Profile.
  3. Enter your existing password in the Old Password field.
  4. Enter your new password in the New Password field.
  5. Re-enter the new password in the New Password Confirmation field.
  6. Click or tap Change my Password to submit the change.


Updating your username

Why do you recommend I change my Username?

Creating a personalized Username provides additional security to the online and mobile banking experience. It is a security best practice to avoid incorporating any sensitive information in your Username (including social security numbers, member number or email address).

What are the Username requirements?

  1. At least 7 characters long
  2. No more than 20 characters long
  3. Cannot be a Username in use by another member

For your security, Usernames containing sensitive information (member number, social security number, etc.) are strongly discouraged

Are special characters allowed in my Username?

Yes, you can use special characters with the exception of:    &   ‘

Is a space allowed in my Username?

For the best login experience please do not create usernames that contain spaces.

Can you change it for me?

We are happy to guide you through the process, however for security purposes; we cannot perform the actions on your behalf.

How do I change my Username?

On the dashboard, Click on  Your Name > Settings> User Profile> Username. Type your desired New Username and select Update Username.

What do I do if I forget my Username?

We are happy to help:

  1. Use the “Forgot your Username and Password” button under Login and enter email address associated with the account. An email is sent out containing the Username and Reset Password link.
  2. Visit any of our TwinStar branch locations with current non-expired photo ID

800.258.3115 option 3

M-F 8:00 am to 5:30 pm, Sat 9:30 am to 2:00 pm excluding holidays

Troubleshooting saved passwords or AutoCompleted items after changing Username

If you have, your browser set to remember your TwinStar Credit Union Username and/or password you will need to update it to your newly created custom Username.

Digital banking Mobile Banking

Last updated on June 22, 2023.