Lost your password?
If you lose or forget your Online Banking password (or access code), you can have it reset by:
- getting a temporary password by email (Requires setup with secret question; learn more.)
- visiting any branch or
- calling 1.800.258.3115
Online Banking allows for six consecutive failed login attempts before it will freeze your account. If you have entered your password unsuccessfully too many times and your account has been frozen, exit the site and contact us (see above). We'll remove the freeze and help you get back online.
This is to prevent password guessing. If you have a good strong password, it is extremely unlikely that anyone can guess your password in four attempts.
How to reset your password
Password Reset requires set-up before you can use it. When you log in to Online Banking, go to "Update your profile" and select the "Change Password Security" option, then follow the directions.
If you have lost or forgotten your password, click on “Lost your password?” under the Online Banking login form on the TwinStar homepage.
You will be presented with the security question you selected earlier. When you have entered the correct answer, we will send an email to you with a temporary password. This password is valid for a limited time and may only be used once.
After logging in with the temporary password, you will need to select a new password. Your new password must be “strong” – including both numbers and letters.
Forgotten your Twice Safe answer?
If you log in and have forgotten the answer to your Twice Safe security question, you can request a one-time access code by clicking on the link on the Twice Safe page. This code will be sent to the email address in your Twice Safe security settings.