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How do we protect your security How do you protect your security Recognizing fraud Increased authentication

How do we protect your security

Our precautions

We take many precautions to protect our online banking environment and ensure your information is safe. Our online services offer you the best security currently available in a commercial environment so that your personal and financial information is protected while in transit between your computer and our server. This is done through the use of industry standard security techniques such as encryption. Learn more about CWB Group's approach to cyber security here.

Encryption ensures that information can’t be read or changed in transit by scrambling the data using a complex mathematical formula. Some browsers can create a more secure channel than others, owing to the 'strength' of their encryption. We use only the strongest channel available - referred to as 128-bit SSL (Secure Socket Layer). If you have a browser that only supports 'weaker' encryption such as 40-bit or 56-bit SSL, you will need to upgrade your browser before using our site. The longer and more complex the 'key' is, the stronger the encryption. The numbers refer to the length of the key. According to Internet security specialists, 128-bit encryption is trillions of times stronger than 40-bit encryption.

We also make sure that only individuals who provide an authentic Personal Access Code (PAC) can access your account information. To help protect your information, your online banking session will end automatically if there has been no activity for 20 minutes.

Access to our databases is strictly managed and systems are in place to ensure security is not breached, including the physical security of our computer hardware and communications.

For more information on the specific policies and practices that we use to safeguard your personal and financial information, please click here to view our privacy statement.

How do you protect your security

Protecting your PAC

You know that your role in making sure your home and possessions are safe is important. Your role in making sure your personal information is protected is just as important.

In order for us to ensure that you are the only one accessing your accounts, we need a unique way of knowing that it's you. Your Personal Access Code (PAC) - helps us make sure that you are the only one who can access your accounts.

It is your responsibility to ensure that your PAC for your online banking is protected. Follow the security practices below to keep your PAC protected.

  • Select a PAC that is easy for you to remember but difficult for others to guess.
  • Do not select a part of your PIN (your ATM 'key') or another password.
  • Keep your PAC confidential and do not share it with anyone.
  • Do not write your PAC down or store it in a file on your computer.
  • Never disclose your PAC in a voicemail, email or over the telephone.
  • Ensure no one observes you typing in your PAC.
  • Change your PAC on a regular basis. We suggest every 90-120 days. Changing your PAC is easy and convenient. Simply log on to your online banking and select 'My Profile' and follow the directions provided.
Protecting your computer

We make sure you have a secure channel to communicate with us through online banking. Once the information has reached your computer, it's up to you to protect it.

To protect your information, you should:

  • Never leave your computer unattended while logged into your online banking.
  • Always exit the site using the logout button and close your browser if you step away from your computer. Your browser may retain information you entered in the login screen and elsewhere until you exit the browser.
  • Prevent the browser from caching (storing) the pages that you view by using the Enhanced Security feature located on the login screen. If you have to access the online banking section of the website from a shared computer, such as at a friend's house or through a publicly-accessible computer, such as at a library or airport make sure you use this feature.
  • Secure or erase files stored on your computer by your browser so others can’t read them. Most browsers store information in non-protected (unencrypted) files in the browser's cache to improve performance. These files remain there until erased. They can be erased using standard computer utilities or by using your browser feature to 'empty' the cache.
  • Disable automatic password-save features in the browsers and software you use to access the Internet.'
  • Install and use a quality anti-virus program. As new viruses are created every day, be sure to update your anti-virus program often. We recommend you update anti-virus definitions weekly or have them set to automatically check for updates each time you use your computer. Scan all download files, programs, disks and attachments and only accept files and programs from a trusted source.
  • Install and use a personal firewall on your computer to ensure others can’t access your computer through the Internet.
  • Install new security patches as soon as your operating system and Internet browser manufacturers make them available.
  • Install an anti-spyware program and check your computer regularly.
Using a public computer

Be extremely careful with your online banking when using a public computer. Use the tips above to protect your information. Keep in mind that even popular programs, like search engines, can pose a security risk on a public computer. Certain desktop programs, like Google Desktop, cache items that you have viewed so you - or potentially, an unwelcome third party - can easily search and find those pages later again.

If you are planning to use a program like Google Desktop when using a public computer, the Enhanced Security feature located on the login screen will not stop these types of programs from caching the pages you view. Make sure you adjust the search program preferences so it doesn’t store secure pages you wish to view. If you forgot to adjust the preferences before banking online, you can remove the stored items via the Google Desktop results page by clicking on the Remove items link.

The website uses a small piece of data called a "cookie" to better serve our visitors and clients. Cookies are created by the web server and are sent to the web browser. Only the web server that created the cookie can retrieve the information contained in the cookie. There are two types of cookies, "session cookies" and "persistent cookies".

A session cookie is a temporary storage of information between the web server and web browser. No information is written or stored on a user computer. The session cookie provides us with information that enables us to ensure that each request for information really came from you and that we deliver the information only to you. The cookie also lets us know when to timeout your connection automatically if there has been no activity for an extended period of time. We use session cookies for our Internet banking service.

A persistent cookie is a small text file containing non-confidential information used by the web server and web browser, and is stored on the user's computer. The information is used to store your preferences when visiting the website in order to better serve you when you return to the Website. No contact information is stored in a persistent cookie.

Web browsers are currently unable to distinguish between "session" and "persistent" cookies. If you set your web browser to prevent cookies, you will be unable to use the website.

To ensure a safe and secure Internet session, only visit reputable sites. If you visit any questionable websites beforehand, we recommend you close your browser and restart it before proceeding to use our online banking services.

Recognizing fraud

Recognize it. Report it. Stop it.

Increased authentication

Why do I need to have increased authentication on my online bank account?

Increased Authentication was developed in response to increased incidents of online bank fraud experienced by all financial institutions. By adding these new security features, it will be more difficult for someone to steal your account information through a process called phishing.

Phishing is the creation of e-mails and websites that replicate existing, genuine websites and businesses. These sites try to lead you to believe that the requests for information are coming from a legitimate source, and scam you into providing personal, confidential information that can be used to commit other crimes.

Please remember that we will never contact you to confirm any of your existing passwords, account numbers, or personal information via phone or email. Once you have set up your security image, phrase and questions, you will never be asked to confirm these choices via phone or email.

How do I set up increased authentication?

When you log into online banking, you will be prompted to set up the increased authentication. The process will involve selecting security questions and providing answers. Follow the on-screen instructions to choose your unique questions and answers. Pick options you know you will remember.

If you are configuring a joint account, choose questions and answers that are known to the individuals sharing the account.

At the end of this process, you will be asked to register your computer as a “trusted” computer. Our system will remember this computer and every time you log in from it. While you can designate more than one computer as a “trusted computer”, we recommend you register computers where you are the sole user (e.g. your home PC or personal work PC).

If you are having difficulty setting up these security features, contact us.

Can I change my security questions and/or answers?

Yes. You can edit these features anytime and it’s a good idea to do so on a regular basis. The purpose of changing your Personal Access Code (PAC) or security questions and answers is to help protect your personal banking information from being fraudulently retrieved.

While we recommend you regularly change your PAC you won’t be prompted or required to do so.

To change these security features, click “My Profile” at the top of the screen after logging into online banking. On the left hand side choose to change your PAC or security questions. There is no limit to how often you can change this information.

If you are configuring a joint account, choose questions and answers that are known to all of the individuals sharing the account.

Can the joint account holder have different answers than mine for the security questions?

No. The joint account holders will be logging in to the same account, so you can’t each have different questions and answers. Choose questions and answers that are known to all the individuals sharing the account.

What if the webpage or email communication looks fraudulent?

If you are on a web page or receive an email that you think may be fraudulent, do not enter your Personal Access Code (PAC), shut down your computer immediately, restart, type www.motivefinancial.com directly into your browser and try again. Forward the web page and/or email to [email protected].

If I don't remember my security questions or answers, how do I reset them?
To reset your security questions, contact us and we can help reset your questions.
Is resetting my security questions the same thing as resetting my PAC?

No. If you’re locked out of online banking because you have failed to enter your PAC correctly, you are not locked out indefinitely. Wait until the next business day and your PAC will automatically unlock. If you’ve forgotten your PAC, you will need to contact us to have it reset.

If you remember your PAC but have forgotten the answers to your security questions, your security questions will not unlock automatically. To unlock and reset your security questions, contact us. After you contact us, your online banking will be unlocked by the next business day. The next time you log in, you will be prompted with the same security questions and answers.

Do I need to register my home computer?

No. You are not required to ever register a computer. This security feature is for your protection and convenience. Registering your computer allows you to bypass answering a security question when you log into online banking from that computer.

Can I register more than one computer?

Yes. You can register as many computers as you require. Remember that to best protect yourself, only register a computer where you are the sole user (i.e. home computer). Don’t register computers that are shared, like computers in libraries or shared work computers.

What if I register a public computer accidentally?

If you accidentally register a computer, you place a “cookie” on that computer. To deregister the computer, simply clear the cookies using the following steps:

  1. Click “Tools” on your browser
  2. Select “Internet Options”
  3. Select “Delete Cookies”
  4. If you are having difficulty setting up these features, contact us.
What are cookies?

A cookie is a small information token that sits on your computer. As you are using the Motive site, cookies are passed back and forth between our server and your browser. While cookies can be used for a variety of reasons, we only use cookies if they benefit our clients.

Specifically, we use two kinds of cookies—session cookies and persistent cookies. A session cookie exists only for the length of your browsing session and is deleted when you close your browser. A persistent cookie is a cookie that stays on your computer after you close your browser. A persistent cookie may or may not expire on a given date.

We use a session cookie to maintain the integrity of your Internet banking session. With each page that you visit, the cookie is passed back and forth between our server and your browser. We use the cookie to distinguish your session from the many others that may be happening at the same time. Our session cookies never store any personal information, such as your name, or date of birth, or financial information, such as your accounts and balances.

Most recent browser versions allow the user to set some level of control over which cookies are accepted and how your browser uses them. Many browsers will allow you to accept cookies from only known, reliable sites that you select such as the Motive site. If you are concerned about cookies, we encourage you to upgrade your browser to a recent version and review the Help section of your browser to learn more about its specific control features.