New username requirements

New username requirements

New password and username requirements coming April 19

To enhance member security for those using CU Online, Capital Credit Union will be changing password and username requirements as of Tuesday, April 19.

Please note these two important items:

  • You will NOT be able to make these changes prior to April 19. You will need to wait until the first time you log in on or after the date this change takes effect.
  • Also, you may notice the login window text will display “Username” rather than “Account Number” prior to April 19. Continue to enter your account number, however, until you have completed the password and username process the first time you login on or after April 19.

Member or account numbers will no longer be able to be used as a username, and stronger password requirements will also be implemented.

After April 19, following these changes, the next login will prompt a window to open to follow a required password change process. After completing that, a window will display to follow a username change process.

There will be clear instructions conveying the password and username requirements and the process will be very user-friendly.

As part of the process, once the password and username changes are completed, a final window will open called “Out-of-Band Authentication” requiring a code to confirm the changes being made. From a dropdown menu in the window, you will need to select the email address, text phone, or voice phone where you want your code sent, which will then need to be entered into the “Code” field on your computer screen.

Please note: You will not be able to perform this change process through the credit union’s mobile app. You will need to log into your CU Online account from the website.

If you experience any trouble or have any questions, please call our Contact Center at 701.255.0042 or 1.800.735.6922.
Hours are 7:30 a.m. to 6 p.m. Monday – Friday and 9 a.m. to 1 p.m. on Saturday.

Password and Username Q&A:

  1. 1. Why is this change being made?

This improvement is to enhance member security that comes from having more complex passwords and from discontinuing account numbers as a username option.

  1. 2. When will this change take place?

The new requirements will go into effect on Tuesday, April 19.

  1. 3. The login asks for “Username” even though the change hasn’t taken place yet.

Your smartphone or CU Online login window may display “Username” rather than “Account Number” where you log in prior to April 19. Despite that, please enter your account number, as you normally would, until you have completed your username and password change requirements on or after April 19. Relatedly, if, after April 19, your CU Online or smartphone does not say “Username” by the login, please clear the cache of your computer or be sure to update to the newest version of the Capital Credit Union smartphone app.

  1. 4. If there’s still time, should I change my password and username before April 19?

No. To avoid any technical problems or other issues, we ask that you wait until April 19 or thereafter, log in, and then follow the password and username change prompts.

  1. 5. What are the new password requirements?
  • The password will need to be at least 8 characters but no more than 32.
  • It also must contain at least one uppercase and one lowercase letter, and at least one number.
  • Certain “special characters” shown on the screen as you go through the process will be allowed, but are not required.
  1. 6. What are the new username requirements?
  • The system will not permit members to use their account or member number.
  • The username will need to be unique: that is, not identical to any other member’s username.
  • It must be at least eight characters but no more than 32.
  • A username may contain uppercase and lowercase letters, numbers, and the hyphen or underscore as special characters (no other special characters). But none of these are requirements. For example, the username could be all lower case. However, the username is case sensitive and requires a precise match when logging in: if uppercase and lowercase letters are used, it will need to match exactly each time you log in.
  1. 7. What is the authentication process for my new password and username?

Once you create your new password and username, the system will display an “Out-of-Band Authentication” window. This will require you to choose your email address, mobile or voice phone number to where an authentication code will be sent. The code you receive will need to be entered in the window where indicated. Important note: Whatever email address, mobile or voice number that we have on record for your account, those are the options you’ll be able to choose from with a dropdown menu for where the code should be delivered. A portion of your email or phone info will be “blocked out” as part of a security method. If the email address and phone number options that display are both no longer used by you, or they have none of those items displaying, you will need to contact the credit union to have that information updated.

  1. 8. What if my current password or username already meet the requirements?

You may already have a complex password that meets the new requirements. Or you may have already created an alternate login sometime in the recent past that meets the new requirements. If the alternate login you created meets the new requirements, you may be able to continue to use that. However, this implementation will require essentially all members to still go through the password reset process.

  1. 9. Can I go through the password and username reset using my mobile app?

If you encounter trouble using your mobile app, we would recommend you visit the website on a PC or tablet, and go through the password and username reset process. If you do not have access to a PC or tablet, you will be able to go to on you smartphone with your phone’s web browser to go through the reset process—but your view will be limited to the screen size of your smartphone screen, which may make the process somewhat cumbersome.