Frequently asked questions

The Federal Financial Institutions Examination Council "FFIEC" issued security guidelines for online banking to all banks to provide you greater protection to you from fraudulent online access to your account information. Red River Bank is implementing security features to meet the guidance requirements.

If we do not recognize the device from which you are attempting to access Online Banking, or if you are logging in from a geographic location/network not routinely used by you, we need to identify you. In these cases, an extra layer of security is needed to complete the login.

  • When logging into Online Banking, after you input your username, if we do not recognize your device or network, you will receive a security message prompting you to "Continue with a Security Code". A security code is needed to continue logging in. Click "Continue with Security Code" to have the secure one-time verification code set to your phone.
    Sign on to Online Banking
  • The security code will be delivered to you by phone call or by text message. On the next screen, your contact information on file with the bank will be displayed, and you may select how you want to be contacted.
    One-Time Security Code
  • Phone Call – If you select to receive an automated phone call, click "Continue," and the next Online Banking screen will provide the one-time security code that you will enter on the phone when you receive the automated phone call.
  • Text Message – If you select to receive a text message, click "Continue," and the next Online Banking screen will request you to type your phone number to receive the one-time security code that you will receive in the text message.
  • When you provide the one-time security code, you will be directed to the password screen.
  1. What if my phone number is not listed on the screen where I select how I want to be contacted?
  2. Do I need to keep the security code given to me to use for future logins?
  3. Why isn't logging in with my username and password sufficient to identify me?
  4. Who will be calling me on my phone?
  5. How long do I have to wait for a phone call or a text message?
  6. What happens if the bank does not have my phone number and I have to authenticate my identity?
  7. What happens if I cannot get the one-time security code? Is my Online Banking locked/frozen?
  8. How much time do I have to complete my authentication?
  9. Why am I asked to authenticate when I am using the same computer from the same location that I always access Online Banking?
  10. Why can't I get my one-time security code by email?
  11. What if my home phone is tied up because I'm using a dial-up connection for internet?
  12. What if I use public computers to access Online Banking?
  13. How are you determining if I need to go through the authentication process?
  14. Why do I have to enter my phone number if I want to be contacted by text message? You already have my phone number in your records.
  15. What if I use multiple devices to access Online Banking?
  16. What if I bought a new tablet, and I have never used it before to access Online Banking?
  17. I got a message that you were unable to find a match for the mobile phone number I entered to receive a text message. What does this mean?
  18. Why don't I see the option to register my computer anymore?
  19. What if I start using a Go Phone, Trac Phone or a pay-per-use phone? Will you be able to contact me if I need to authenticate my identity?
  20. Why is my device asking me to verify my identity with a one-time security code every time I log in?
  21. When I attempt to obtain a text message to enroll my device, the text is never received.
1. What if my phone number is not listed on the screen where I select how I want to be contacted?
If the bank does not have accurate phone numbers for you, you will not be able to get the one-time security code. For security reasons, we can contact you only at the phone numbers on file with the bank. Contact the Bank to correct your phone numbers on our records. You may go to any banking center location or call Customer Care at 866-561-4090 to update our records.
2. Do I need to keep the security code given to me to use for future logins?
No. The security you receive is a one-time code that will not be used again. Each time the system does not identify your device at login, a new one-time security code is required.
3. Why isn't logging in with my username and password sufficient to identify me?
Your username and password can be easily obtained through malicious software that, unknown to you, can be installed on your computer. The combination of the username and password with the one-time security code that identifies a change in how you access Online Banking (different computer or different geographic location), assures your account information and funds are protected.
4. Who will be calling me on my phone?
The call you will receive is an automated call that will identify the bank and request you to speak or enter on the phone the one-time security code provided by Online Banking. You will have three attempts to correctly enter or speak the security code.
5. How long do I have to wait for a phone call or a text message?
You should receive the call or message within seconds of completing the request. If you do not receive a call within a minute, click on the "I didn't receive a phone call" or "I didn't receive a text message" link on the screen for help.
6. What happens if the Bank does not have my phone number and I have to authenticate my identity?
You will get a message "No phone number on record. A phone number is required to complete this request. Please contact us to update your contact information." You may go to any banking center location or call Customer Care at 866-561-4090 to update our records.
7. What happens if I cannot get the one-time security code? Is my Online Banking locked/frozen?
You are not locked out of Online Banking if you do not complete the authentication process. You are free to try again.
8. How much time do I have to complete my authentication?
Once you are directed to the screen on which you select how you want to be contacted, you have five (5) minutes to complete the authentication. If you do not validate with the one-time security code within five minutes, Online Banking will redirect you back to the login screen.
9. Why am I asked to authenticate when I am using the same computer from the same location that I always access Online Banking?
Generally, this is because a change was made to your computer that prevented the Online Banking system from identifying it. Examples that would trigger the authentication process include but are not limited to the following:
  • Clearing cookies
  • Browser setting changes
  • Browser updates
  • Computer date out of sync with actual date
  • A single user using many devices in a short period of time
  • Multiple users using the same device in a short period of time
10. Why can’t I get my one-time security code by email?
FFIEC guidance says that we should contact you through a different channel than you are using to access Online Banking. This is called out-of-band authentication.
11. What if my home phone is tied up because I’m using a dial-up connection for internet?
You would need to have a cell phone available with the cell phone number on record at the Bank in order to complete the authentication process.
12. What if I use public computers to access Online Banking?
We strongly recommend that you not login to Online Banking from a computer if you do not know if virus protection and firewalls are in place. Online Banking is a gateway to your account information and the computer you use should provide security protection from unauthorized access.
13. How are you determining if I need to go through the authentication process?
When you enter a valid username, Online Banking determines if the device profile is typical for past successful logins with that device. If it is typical, the password screen appears. If it is not typical, you will be required to authenticate your identity through the out-of-band process.
14. Why do I have to enter my phone number if I want to be contacted by text message? You already have my phone number in your records.
By putting in the phone number, you are giving us permission to send the text message to that phone. This is a requirement of mobile carriers.
15. What if I use multiple devices to access Online Banking?
If you use the same devices routinely, Online Banking will recognize the device profiles.
16. What if I've bought a new tablet and I've never used it before to access Online Banking?
Since Online Banking will not recognize the device, you will go through the authentication process. Once you have provided the additional authentication, you will be able to access Online Banking from it in the future without authentication.
17. I got a message that you were unable to find a match for the mobile phone number I entered to receive a text message. What does this mean?
All phone numbers used to authenticate your identity must be on record with the bank. That message means that you either entered the incorrect username, or a phone number that is not on record with the bank. You will need to either ensure that you are using the correct username, enter a phone number that is on record, or contact the Bank to add/change your phone number.
18. Why don't I see the option to register my computer anymore?
Online banking is now reviewing each successful login to build a profile for each device you use. You do not have to register a computer for it to recognize it.
19. What if I start using a Go Phone, Trac Phone, or a pay-per-use phone? Will you be able to contact me if I need to authenticate my identity?
Online Banking can contact these phones. However, some carriers do restrict SMS text messages to person-to-person messages or require you to buy a specific level of service to get access to text messages. This would need to be discussed with your phone provider. If you do not receive the text message containing the one-time security code, go back and ask to be contacted by phone call.
20. Why is my device asking me to verify my identity with a one-time security code every time I log in?
If you are attempting to access Online Banking from a geographic location/network not routinely used by you, the one-time security code will be sent. In some cases, this process may take up to 14 days to verify a device.
21. When I attempt to obtain a text message to enroll my device, the text is never received.
Ensure that you are using the correct username. If you are, then you may need to get with your cell phone provider to see if they have blocked certain messages to your device.

Helpful tips if you are repeatedly required to authenticate

  • If using Internet Explorer as your browser, make sure "Preserve Favorite Sites" is not checked.
  • Add the Bank's website to your trusted sites.
  • Delete any Flash cookies for the Bank's website. For help go to Adobe's Flash Player Help webpage and scroll through the list to find the Bank's website. Highlight and click "Delete Website."
  • Clear the cookies on the device.