2-Step Authentication FAQ

 

How do I register for 2-Step Authentication online?

To start using 2-Step Authentication for logging in:

1. Log in, if you aren't already logged in, and click your name in the top right corner.
2. Select 'Security & Login', and then hit 'Set Up' in the '2-Step Authentication' section.
3. Follow the prompts from there.

Here are the steps using the Mobile Banking app:

1. Log in, if you aren't already logged in and click 'More' in the bottom right corner.
2. Select 'Profile & Settings', then 'Security & Login'.
3. Hit 'Set Up' in the '2-Step Authentication' section.
4. Follow the prompts from there.

Tip: We recommend setting up a secondary number, in case your primary registered number isn’t accessible for some reason.

 

Why is Tangerine making 2-Step Authentication mandatory?

2-Step Authentication is an enhanced security measure for your banking. It helps us confirm that you’re the person logging in. Making banking safer for our Clients is a top priority for us, which is why this is becoming required in order to gain access to your Account(s).

Once you’ve set up 2-Step Authentication, you can choose to skip it if you’re using a device you’ve logged in with before. You can do that by selecting, "Skip this in the future when I log in from this device".

Note: you should only skip this security step when using a device you own (like your system at home or work).

 

How do I update my 2-Step Authentication information?

Here's how you can update your 2-Step Authentication information:

1. Log in and click your name in the top right corner.
2. Select 'Security & Login'.
3. Hit 'Edit' in the '2-Step Authentication' section.
4. Follow the prompts from there.

Note: If you update your phone number here, you'll be changing the number we have on file in your profile.

 

What should I do if I no longer have access to my registered number for 2-Step Authentication?

If you don't have access to your registered number, you can give us a call and we can help you update your number on file.

I have a secondary number registered:

If you have a secondary number registered, you can choose to receive the Security Code there instead. To do this, click 'Change how you receive the Security Code' on the screen where you're asked to enter the Security Code.

I don’t have a secondary number registered:

If you don’t have a secondary number registered, call us at 1-888-826-4374, and we'll be happy to help you out.

Once you're able to log in, it’s important that you update your registered number so that you’re able to log in again in the future. For instructions on how to do this, go to the “How do I change my registered phone number for 2-Step Authentication” FAQ.

 

I didn't receive the one-time Security Code for 2-Step Authentication. What should I do?

We first recommend trying to resend a Security Code to your device by selecting ‘Resend Security Code’. If you still don’t receive it, and you’ve selected a mobile number to receive your Security Code, click ‘Change how you receive the Security Code’ to choose either text or phone call.

If you’re still having trouble, there are a few things you can try:

• Check with your network provider or carrier to see if there are any blocks on your phone.
• See if your phone settings allow for you to receive incoming text messages.
• Check your cellular reception, and if you're in an area with a poor connection, try again later.
• Try restarting your mobile device.

If none of this helps, call us at 1-888-826-4374, and we'll be happy to help you out.

 

What should I do if I receive a login Security Code but I wasn't logging in?

With 2-Step Authentication, the Security Codes we send you are a security feature. They can alert you if someone else is trying to log in as you.

If you use a third party service (like Mint^® or Plaid^®) to access your banking information, it's likely that each attempt they make to log in will trigger a Security Code to be sent to you. The service won’t be able to log in without the Security Code and will get blocked. You’ll need to disable your third party service to stop this from happening.

If you notice any suspicious transactions or suspect unauthorized use of your Account, please call us right away at 1-888-826-4374.

Mint is a registered trademark of Intuit Inc.
Plaid is a registered trademark of Plaid Inc.

 

Can I log in with 2-Step Authentication while I’m travelling?

Yes, if you’ve registered your mobile device for 2-Step Authentication and bring it with you for travelling, you should still receive a Security Code that we’ll send to you. Please note that you're responsible for any fees your wireless provider may charge, including roaming and standard messaging and data charges.