Business OnLine Access Token FAQs
SECURITY TOKEN USAGE
I attempted to log in using my token and other login information but it won’t work. What should I do?
Please contact customer support at 877-266-5083. Select option 1, then option 3 to speak with a service representative.
Who is required to use a security token?
All users will be required to use a token.
I’ve never been required to use a token before. Why now?
We diligently safeguard our customers’ data and continually seek ways to protect your company and its assets. The security token is the newest measure to be introduced. The use of multiple layers of security to protect your account, referred to as strong authentication, is the industry standard and meets federal guidelines for online account protection.
I’ve seen the security token mentioned on your Web site and in other materials. I haven’t received a token, but I’ve been able to log in with no problems. Why?
We are in the process of introducing security tokens to our existing customers. You will receive communications and your security token prior to being asked to conform to this new procedure.
Who will receive my company’s security tokens?
We will mail your security tokens to the individual listed as the primary contact for your business. We will use the address to which your statements are delivered as your shipping address.
How many tokens will my company receive?
All active users will receive a token in the initial deployment. Going forward, new customers will receive one security token. This is the security token for your primary contact. The primary contact has the ability to register additional Business OnLine Access users. If new users are registered, we will mail the appropriate number of tokens to the primary contact, who will distribute them.
How long will it take to receive the security tokens?
It takes approximately five business days for tokens to arrive from the time you register users. If you prefer, you can request and pay for overnight delivery.
What happens if a token is lost?
Please contact customer support at 877-266-5083. Select option 1 and then option 2 to speak with a service representative. The representative will deactivate the lost token and order a replacement for you.
What happens if a token is broken or malfunctioning?
Please contact customer support at 877-266-5083. Select option 1 and then option 2 to speak with a service representative. The representative will order a replacement for you.
I don’t have my token with me. Can I log in to Business OnLine Access with out it?
Please contact customer support at 877-266-5083. Select option 1 and then option 2 to speak with a service representative. We do not recommend logging in with out your token unless absolutely necessary.
I received my token but I didn’t receive a password. Can I log in? (I received my password but didn’t receive my token. Can I log in?)
For your security, confidential login information and your security token will arrive in separate mailings. If you receive one and not the other, please allow at least three business days for the second mailing to arrive. If you still do not receive it, please contact customer support at 877-266-5083. Select option 1 and then option 2 to speak with a service representative.
I just gave a new user access to Business OnLine Access. Does he or she need a token to log in?
Yes. When the company creates a new user, a security token is automatically shipped to the primary contact, who will assign it to the user. It will arrive approximately five days after the user is registered.
I have removed one of my users from Business OnLine Access. Can I reassign his or her token to someone else?
Yes. Please contact customer support at 877-266-5083. Select option 1 and then option 2 to speak with a service representative.
Are replacement tokens free to my company?
The first token issued is free. Each additional token is $30.