Security and Ease of Access



Accessing and securing your account just got easier!

As a part of new industry security standards, you will be required to update your personal Online Banking credentials from the traditional PAC (Personal Access Code) to an alphanumeric password. You can manually change your PAC from within your Online Banking account directly from the login screen; just click “Forgot PAC” and follow the steps to update. After a certain period of time, members will be forced to update their PAC to ensure proper security protocols.
Have a question about Strong PAC? Check below for the answer. Don’t see your question? We’re here to help! Contact us for more information.

Strong PAC frequently asked questions:

I’m being asked to change my PAC. Why is this? Expand/Collapse

Caisse populaire de Clare is strengthening our MemberDirect® Personal Access Code (PAC) requirements to provide an added layer of protection and to help us introduce new and exciting digital features in the near future. As part of this change, all of our members will need to update their PAC to meet the new security standards.

Do I need to update my PAC right away? Expand/Collapse

While we encourage you to update to the new standards early, you will have 60 days before being required to change your PAC. At the end of the 60-day period if you haven’t yet updated your PAC,
you will see a popup window when you attempt to log into your online banking that will require you to change your PAC before being able to continue through to your accounts.

How do I update my existing PAC to a Strong PAC? Expand/Collapse

You can update your existing PAC to a Strong PAC by logging into your online banking using your desktop or your mobile banking app. 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. From here, follow the onscreen instructions to complete the change.
The next time you log into your online banking, you will use your new Strong PAC.

Do you have any tips on how to create a Strong PAC? Expand/Collapse

Absolutely! Here are a few best practices to keep in mind as you create a Strong PAC:
  • Be sure to choose a PAC that differs from the passwords you use to access other online services, such as your social media accounts or email.
  • Avoid including names, dates or numbers that are related to your identity (such as birthdays, family names, pets or addresses)
  • Try to use a sequence of words and numbers that you will remember, but that will make it difficult for others to guess your PAC.

I have Quickview enabled on my mobile app to see my account balances easily. How do I keep using this feature once I’ve updated my PAC? Expand/Collapse

Once you update your PAC, you will need to reset your Quickview. To do this, you will need to start by removing all devices that you have registered to enable Quickview by signing into your online banking on a
desktop (or by accessing the full site in a web browser on your mobile device) using your new Strong PAC. Once you have logged in, select Account Services located in the left-hand menu and select Mobile Banking App and remove your devices.

The next time you sign into your online banking using your Mobile App, you can re-enable Quickview by navigating to Settings and Create New Login and following the onscreen instructions.

What happens if I forget my new Strong PAC? Expand/Collapse

If you forget your new Strong PAC, you can reset by clicking on the Forgot your PAC? link just below the PAC field on the MemberDirect® login screen. Once you click this link, you will be asked to confirm your identity and will then be given the option to choose a new personal access code.

I use MemberDirect® Business and have a Delegate. Is there anything additional that I need to know when it comes to updating my PAC? Expand/Collapse

Once the Strong PAC requirements take effect, you will need to make sure to log into MemberDirect® to update your PAC before your Delegate will be able to access online banking. Your existing delegate will not be required to update their PAC to the new Strong PAC format; however, if your existing delegate needs a new PAC or you are setting up a new delegate, they will be required to use the new Strong PAC format.

2-Step Verification

2-Step Verification is a 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 2-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 2-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 2-Step Verification to protect your money from fraudsters.

Easy to use: You can enroll for both 2-Step Verification and reset your PAC from your mobile phone or desktop computer.

How to login in:

If you are the Primary account holder, please login using 00 account type (example xxxxx00x). If you are a Joint account holder please login using your joint indicator (example xxxxx01x) or contact your credit union to sign up for online banking access.





Frequently asked questions:

Have a question about 2-Step Verification or Self-Serve PAC Reset? Check here for the answer. Don’t see your question? We’re here to help! Contact us for more information.


What information do I need to register for 2-Step Verification? Expand/Collapse

You will need either your mobile phone number or your email address to register for 2-Step Verification.  It’s 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 2-Step Verification is easy and will take you about 5 minutes from start to finish.

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

You will have 45 days to register for 2-Step Verification and will be provided with the opportunity to enroll each time you attempt to login to your online banking. After the 45 days have passed, you will need to sign up for 2-Step Verification to access your online banking.

Once I sign up for 2-Step Verification, can I go back to using my old security questions? Expand/Collapse

2-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 2-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 2-Step Verification and now I can’t log into online banking. What can I do? Expand/Collapse

Don’t worry – we’re here to help. Contact or visit your nearest branch and our staff can confirm your identity and reset your 2-Step Verification. Once your branch resets your 2-Step Verification, you will be asked to register for 2-Step Verification 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 2-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 2-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 2-Step Verification work for me? 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.

Does 2-Step Verification collect or keep any of my personal information? Expand/Collapse

2-Step Verification does not collect or store any personally identifying information.

Self-Serve PAC Reset

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 2-Step Verification handy, 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 2-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 this? 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 2-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 2-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.