Security

Frequently Asked Questions

• What if I forget my passcode?

  If you forget your Online Banking passcode you can reset it from the Bank of America homepage by clicking Create a new passcode.

• What if I forget my ID?

  If you forget your ID, you should call Customer Service at 1.800.933.6262. Customer service associates are available Monday through Friday from 7 a.m. to 10 p.m.; Saturday and Sunday from 8 a.m. to 5 p.m.

• What kind of computer equipment and software do I need for Online Banking?

  You need a computer, modem, Internet access and one of the following recommended Internet browsers: Microsoft Internet Explorer 6.0 and higher, Firefox 2 and higher or Safari 1.0 and higher (for Macintosh OS 10 only). You can use either a Macintosh or a Windows computer.

• I'm a Mac user — will I be able to access Online Banking?

  Yes, as long as you're using a supported Internet browser.

  Read more about using Online Banking with your Mac.

• What Internet browsers should I use to access Online Banking?

  Use one of the following supported browsers:

  PC Windows 98, NT, 2000, ME, XP, Vista MAC OS 9 and OS 10   Supported Browser Supported Browser Microsoft Internet Explorer 6.0 and higher 5.1.7 Firefox 2 and higher 2 and higher Safari 1.0 and higher (for OS 10 only)

• What should I do if my browser is rejected?

  If you're using an older browser version that is no longer compatible with Online Banking, you can go to the Firefox or Internet Explorer websites and download a new browser version.

  We do not recommend that you download beta versions. Once you have completed the download and installation of the supported browser, you can return to the sign-in screen and sign in to Online Banking.

• Can I use beta test software to access Online Banking?

  To ensure maximum security of information and proper operation of our products, beta software is not recommended for use with Online Banking. Since beta software is experimental and undergoes significant changes by the manufacturer, we can only recommend final, released versions of new browsers and operating systems.

• I'm an America Online user — will I be able to access Online Banking?

  Yes, as long as you're using a supported Internet browser in conjunction with your AOL software. AOL version 8 and higher should include an approved version of Microsoft Internet Explorer. You can also use an approved Netscape browser separate from your AOL software if you so choose. Please check to ensure that you are using a supported Internet browser.

• Can I use Online Banking outside of the United States?

  Yes. You can use Online Banking from anywhere in the world as long as you have a connection to the Internet and a supported Internet browser.

• How do I print statements and other information in Online Banking?

  Because different Internet browsers and browser versions have different options for printing frames, consult your Internet browser Help files to determine the best method for printing. Some print options have been included within Online Banking to assist you with printing.

• What measure do you use for Online Banking security?

  Online Banking uses several different methods to protect your information:

  All information within Online Banking uses the SSL (Secure Socket Layer) protocol for transferring data. SSL is encryption that creates a secure environment for the information being transferred between your browser and Bank of America.

  At a high level, SSL uses public key cryptography to secure transmissions over the Internet. In practice, your browser will send a message via SSL to the bank's server. The bank responds by sending a certificate, which contains the bank's public key. Your browser authenticates the certificate (agrees that the server is in fact Bank of America), then generates a random session key which is used to encrypt data traveling between your browser and the bank's server. This session key is encrypted using the bank's public key and sent back to the server. The bank decrypts this message using its private key, and then uses the session key for the remainder of the communication.

  Secure Socket Layer (SSL) protects data in three key ways:

  • Authentication ensures that you are communicating with the correct server. This prevents another computer from impersonating Bank of America.
    
    
  • Encryption scrambles transferred data.
    
    
  • Data integrity verifies that the information sent by you to Bank of America wasn't altered during the transfer. The system detects if data was added or deleted after you sent the message. If any tampering has occurred, the connection is dropped.

• Is Online Banking secure?

  Yes. Bank of America is committed to safe Internet banking and Online Banking security to provide you with peace of mind when you access your account information. To ensure the security of your account information, Online Banking also uses 128-bit SSL encryption.

  To help protect your privacy while you are using the service, we will sign you out of the Online Banking service after 10 minutes of inactivity.

  Learn how you can help to keep your information secure.

• What does SSL mean?

  SSL stands for Secure Socket Layer. This technology allows users to establish sessions with Internet sites that are secure, meaning they have minimal risk of external violation. Once inside the Online Banking site, you are secure through our use of SSL technology.

• What is encryption?

  Encryption is the scrambling of information for transmission back and forth between two points. A key is required to decode the information. When you request information about your accounts, the request is sent encrypted to Bank of America. We then decode your request for information and send it back to you in an encrypted format. When you receive it, your information is decoded so that you can read it. Because your account information is being transmitted between you and Bank of America, encryption protects your account information so it can't be intercepted and read by a third party.

• What is 128-bit encryption?

  There are basically two types of encryption: High and Standard. The difference between these types of encryption is the strength of capability. A High (128-bit) encryption is exponentially more powerful than a Standard (40 or 56-bit) encryption. High or 128-bit encryption means there are a septillion possible keys that could fit into the lock that holds your account information, but only one that works for each time you bank online. Bank of America uses the highest level of encryption (128-bit) to ensure your online transmissions are secure.

• What is an Extended Validation SSL Certificate?

  An Extended Validation SSL Certificate is an added layer of security to help protect your private information when transmitted online. If you are using Microsoft® Internet Explorer 7 or later to go to a secure web site, an Extended Validation SSL Certificate will cause the address bar of your browser to turn green. A display in the green bar will visually verify that the site is secure and encrypt the data you submit. If the site is unknown, a yellow address bar will be displayed indicating you should proceed with caution. If you are on a site that has been recognized as dangerous, a red address bar will display.

  Other browsers and older versions of Internet Explorer will display Extended Validation SSL Certificates with the same security symbols as existing SSL Certificates (lock icon).

• What is SafePass™?

  SafePass is an optional extra layer of protection for Online Banking. When completing sensitive activities you trigger a 6-digit, 1-time-use code to be sent to your registered mobile device as a text message.

  After you have enabled SafePass, you will be prompted to enter the SafePass code you receive when:
  

  • Adding new transfer and Bill Pay accounts
  • Making large transfers
  • Verifying your identity without SiteKey questions
  • Signing in to Online Banking (optional)

  If you choose to use SafePass, some online activities will be automatically protected while some can be optionally protected. Most actions will only require that you use SafePass just a few times per month. You can select which actions you want to use SafePass on by visiting the SafePass settings page.

  SafePass is considered part of two-factor authentication, which uses 'something you know' (your passcode, for example) and 'something you have' (SafePass code via mobile device) to verify your identity.

• How do I enable SafePass?

  SafePass is available to Online Banking customers for free. In order to enable SafePass, you will need a mobile device with service from an approved provider that accepts text messages and a web browser that supports Flash player version 9.0.

  Note: You can update your Flash player by visiting http://www.adobe.com/go/getflash

• How do I use my SafePass code?

  Whenever you are attempting an action protected with SafePass, you will be prompted with a panel that asks you to Send SafePass Code. Doing this will send a secure, 1-time code to your mobile device as a text message. In order to complete your action, you will need to enter the security code.

• What happens if I don't have my SafePass mobile device with me?

  If SafePass stops you from signing in to Online Banking because you do not have your designated mobile device with you, please call 1.800.933.6262 (CA customers call 1.800.792.0808). This may occur if you have selected to use SafePass whenever you sign in from an unrecognized computer. You also have the ability of enabling a second mobile device with SafePass to use as a backup.

• What happens if my mobile device becomes lost or is stolen?

  If you are using SafePass with your mobile device and it becomes lost or is stolen, please call 1.800.933.6262 (CA customers call 1.800.792.0808) to disable it. No one will be able to use your SafePass because only you have the combination of your Online ID and passcode. Customer service associates are available Monday through Friday from 7 a.m. to 10 p.m.; Saturday and Sunday from 8 a.m. to 5 p.m.

• How do I turn SafePass off?

  You can turn SafePass off at any time by visiting the Customer Service menu within Online Banking. You may also call Customer Service at 1.800.933.6262 (CA customers call 1.800.792.0808) to disable it. Customer service associates are available Monday through Friday from 7 a.m. to 10 p.m.; Saturday and Sunday from 8 a.m. to 5 p.m.

• What happens if I don't receive a SafePass code on my mobile device?

  If you have sent a code to your device but do not receive it, first check to make sure your device has proper reception. You may also request for a new code to be sent to you by selecting the Go back and start again link from the SafePass panel.

• Do I need to have Mobile Banking to use SafePass?

  No, the only thing you need in order to receive your randomly generated SafePass code is a mobile device that can receive text messages.