Security and Ease of Access

Strong PAC

We’re making things even easier! As of April 3rd, 2023, Strong PAC will come into effect. Please read below to learn more about this vital change.

In accordance with industry standard, you will be required to update your personal online banking credentials. These credentials will change from the traditional 5-digit PAC (Personal Access Code) which you’ve been using to an alphanumeric combination password that will have the option of being created using 8-20 characters.

You can manually change your password from within your MemberDirect® account. If you’re using a desktop, navigate to Profile and Preferences and select Change Personal Access Code. In the mobile app, selecting Settings will offer the option to Change Personal Access Code. Although this change will launch April 3rd, 2023, a forced change will take place on May 1st for all members who have not yet implemented their new PAC to ensure that updated security protocols are followed.

As of November 16th, 2022, when you log-in to MemberDirect® Online Banking, things might look a little different.

As fraudsters continue to find more sophisticated ways to access sensitive information, protecting your financial data as you manage your money online is more important than ever. Two Step Verification and Self-Serve PAC Reset are new industry-wide standards that help to ensure safe and secure logins to Online Banking.

Two Step Verification

Two Step Verification is a new security measure within Online Banking that serves to replace the existing use of security questions. During higher-risk logins, you will now be sent a short, one time use unique code that you must enter into to confirm your identity before continuing into your online banking.

To set-up Two Step Verification, click the log-in button on the home screen of online banking and follow the prompts to register. You will need to provide either your mobile phone number or email address for the code to be sent.

Self-Serve PAC Reset

Self-Serve PAC Reset is a new enhancement that allows you to reset your own Personal Access Code (PAC), without needing to visit or phone your credit union. Previously, if you forgot your PAC, you would have to call your credit union to reset it; you can now do this yourself from your own device. You must be enrolled for Two Step Verification before you can reset your own PAC. To reset your PAC, click the “Forgot your PAC” button found in the log-in section on the home screen of online and follow the instructions.

Benefits for you:

Safer, more convenient logins 
You now have the opportunity to reset a forgotten PAC from your own device.

Advanced Security 
High-risk logins now require Two Step Verification to protect your money from fraudsters.

Easy to use You can enrol for both Two Step Verification and reset your PAC from your mobile phone or desktop computer.

Have a question about Two Step Verification or Self-Serve PAC Reset? We’re here to help! Contact us for more information or see Frequently Asked Questions Below.


What information do I need to register for Two-Step Verification? Expand/Collapse

You will need either your mobile phone number or your email address to register for Two-Step Verification. It is important to use your own mobile phone number or an email address you can access easily, as you will need to retrieve and input a verification code to access your online banking.

How long does it take to register? Expand/Collapse

Enrolling in Two Step Verification is easy and will take you no more than 5 minutes from start to finish.

How long do I have before I am required to register? Expand/Collapse

November 16, 2022 is when Two Step Verification will be fully implemented in MemberDirect.

Once I sign up for Two Step Verification, can I go back to using my old security questions? Expand/Collapse

Two Step Verification will replace the use of security questions and answers to confirm your identity, as it adds a layer of protection to the login process and is becoming a new industry standard security practice.

I don't have a mobile phone. Can I use my landline and receive a text-to-voice? Expand/Collapse

While you’re not able to register for Two Step Verification using a landline, you can sign-up using an email address instead. If you don’t have an email address, there are lots of great email providers that offer free service to choose from.

Will I be asked to input a verification code every time I sign into online banking? Expand/Collapse

Just like with your security questions, you will only be asked to enter a verification code when added confirmation of your identity is needed, such as when you attempt to log into online banking from an unfamiliar device or are trying to access your banking in a new location.

I lost my phone/I'm not able to access the email address I used to register for Two Step Verification. Expand/Collapse

We’re here to help. Contact or visit one of our three branch locations and our staff can confirm your identity and reset your Two Step Verification. Once your branch resets your Two Step Verification, you will be asked to register once again using updated information the next time you attempt to log into online banking.

Outside of regular business hours, you can contact Sonoma Online Technical Support at 1-888- CREDIT-U (273-3488) and they will be happy to help you.

I haven't received a verification code. What should I do? Expand/Collapse

First, if you’ve registered for Two Step Verification using an email address, make sure to check your spam folder. If you haven’t received a code after 10 minutes, you can click on the “Didn’t receive a code” link in the Enter Your Verification Code screen to have a new code sent.

If you’re just signing up for Two Step Verification and haven’t received a code, you may also want to confirm that you have input your mobile phone number or email address correctly. If you find an error, you will have the option to back up a step and correct your information.

I share an online banking login with my joint account holder. How does Two Step Verification affect this? Expand/Collapse

To help keep your information secure, we would recommend that you and your joint account holder use individual logins to access MemberDirect®. If you or your joint account holder needs to set up your own login, please visit your local branch for assistance.

Does Two Step Verification collect or keep any of my personal information? Expand/Collapse

No, Two Step Verification does not collect or store any personally identifying information.


What information do I need to reset my own PAC? Expand/Collapse

Using Self-Serve PAC Reset is easy. You will need your account number (the same one you use to log into online banking) and either the last 3-digits of your SIN or your Date of Birth. You will also need to have your mobile phone or email address that you use for Two Step Verification close by, as you will need to receive and enter a verification code to confirm your identity.

How is my information protected if I reset my PAC online? Expand/Collapse

Self-Serve PAC Reset is very safe and uses secure information along with Two Step Verification as an added layer of security.

I tried to reset my PAC using the self-serve option but have gotten an error message. Why is that? Expand/Collapse

There are a couple of reasons why you may have received an error message. First, in order to use Self-Serve PAC Reset, you will need to be registered for Two Step Verification. This feature is part of the way that we confirm your identity during the Self-Serve PAC Reset process.

If you are registered for Two Step Verification and are receiving an error message, we recommend getting in contact with your branch as some of your details on file may need to be updated before you’re able to access self-serve options.

Am I still able to visit my branch to have my PAC reset? Expand/Collapse

Absolutely! You are always welcome to visit your credit union for additional help resetting your PAC.