How will I know that I'm on Umpqua's site and not a fraudulent one?

 You'll log in using your login ID, password, "personal security image" and a phrase. Your personal security image and phrase help to identify that you are on our website, not a fraudulent look-alike site. Here's how it works:

  1. First, you'll enter your login ID and click the "Submit" button.
  2. If we recognize the computer you are using, your personal security image and phrase will be presented to you on the next page. Once you confirm your personal security image and phrase, you'll know you can safely enter your password. 

If you don't recognize your personal security image and phrase, don't enter your password.

What is a "personal security image"?

When you open an online banking account, we'll prompt you to set up your "personal security image" and a special phrase known only to you. This security feature uses an image and a phrase which helps you to identify that you are at our website, not a fraudulent look-alike site. It also provides added safety by helping us to identify you and to prevent unauthorized access to your accounts.

We can identify you by checking the computer(s) that you are using to access our website. Typically you will access our website from one or two computers, such as your work and home machines. Either way, our website will remember your computer, preventing potential fraudsters from logging into your account even if they acquire or guess your login ID and password. Should you need to login from a different computer, such as an Internet café, we will take additional steps to verify your identity, through a series of challenge questions you setup at the time of enrollment. 

How do you confirm my identity?

We will confirm your identity by two authentication "factors." These factors include:

  • Something you know (your login ID and password)
  • Something you have (your computer)

If we cannot confirm your identity or we do not recognize your computer, we will ask you a challenge question to which only you know the answer. These challenge questions are selected and answered by you when you enroll in the new security feature. If you answer the challenge questions correctly, your identity will be confirmed and you can proceed with the login. You can also let us know to recognize your computer for future login. 

Can I access my account from multiple computers?

Yes, you can still access your account from any number of computers. If you log in from a new computer or a public terminal, you will just need to go through one extra step of answering a challenge question. This helps protect you by keeping unauthorized people from accessing your valuable information. There is no limit on how many different computers you can use to log in to your account. 

Why am I being asked a question when I try to log in?

We ask you a challenge question when we detect that you are trying to log in from a new computer. This is to prevent unauthorized access to your accounts. Since only you know the answer to the questions, we will know it's really you. Generally you will be asked to answer a secret question only when you log in for the first time from a new computer. After you answer the question, you will be asked whether we should remember this computer for future logins. If you are using a public terminal, you will want to answer no. 

How do I register a computer for future login?

If you have not created your personal security image and phrase, you will be prompted to do so the first time you enter your login ID and click the "Submit" button before entering your password. During enrollment you will register your computer while selecting and answering your challenge questions. If you have already enrolled in the new security feature, you will have the opportunity to register your computer after answering your established challenge questions. 

What keeps somebody from stealing my personal security image and phrase?

We only show you your personal security image and phrase if you log in from your registered computer, or after you have answered a secret question. So, it is not possible for an unauthorized person to get access to your personal security image and phrase. 

When will I establish my personal security image and phrase?

You will be prompted to do so the first time you enter your login ID and click the "Submit" button before entering your password. In addition to establishing your personal security image and phrase, you will also be asked to select and answer challenge questions and register your computer for future login. 

Can I upload my own personal security image?

No, you cannot upload your own personal security image at this time. For security reasons, you must choose from the 50,000+ images we provide to you during enrollment. 

Can I change my personal security image and phrase at any time?

Yes, you can change your personal security image, phrase and challenge questions by selecting the appropriate check box during login.

What should I do if my personal security image and/or phrase are incorrect?

Immediately call us at 1-866-486-7782.

When will I establish my personal security image and phrase?

If you have not yet established your challenge questions, you will be prompted to do so the first time you enter your login ID and click the "Submit" button before entering your password. In addition to selecting and answering your challenge questions, you will also be asked to create your personal security image and phrase and register your computer for future login.

Can I change my challenge questions at any time?

Yes, you can change your personal security image, phrase and challenge questions by selecting the appropriate check box during login.