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2-Step Authentication FAQ

Want to know about 2-Step Authentication? Here are the most frequently asked questions.

What is 2-Step Authentication?

2-Step Authentication provides an extra layer of security during login by requiring a Security Code that is provided through a text message or phone call to your registered number. You'll still enter your Client Number and PIN as usual and will also need to enter the correct Security Code to log in. (Note: Once you've set up 2-Step Authentication, it will replace your Secret Questions when you log in.)

 

Check out this video to learn more about 2-Step Authentication.

How do I register for 2-Step Authentication online?

To start using 2-Step Authentication for logging in:

Step 1

Log in, if you aren't already logged in, and click your name in the top right corner.

Step 2

Select 'Security & Login', and then hit 'Set Up' in the '2-Step Authentication' section.

Step 3

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.

 

How do I register for 2-Step Authentication on mobile?

Here are the steps using the Mobile Banking app:

Step 1

Log in, if you aren't already logged in and click 'More' in the bottom right corner.

Step 2

Select 'Profile & Settings', then 'Security & Login'.

Step 3

Hit 'Set Up' in the '2-Step Authentication' section.

Step 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.

 

What happens when I register a trusted device?  

Registering a trusted device means you won’t need to enter a Security Code each time you log in — just a quick tap on your mobile device and you’re in. You can register one mobile device (your phone or tablet) that has the Tangerine Mobile Banking app installed. Laptops and computers can’t be used as trusted devices.

 

Once you’ve set up your trusted device, logging in for instance from your laptop is easy and secure. You’ll get a push notification on your trusted device asking you to confirm it’s really you — just tap to approve, and you’re in.

 

What should I do if I’m not getting push notifications on my trusted device?

If you’re not receiving push notifications, here are a few things to check:

  • Make sure notifications are turned on for the Tangerine app in your device settings.
  • Confirm your device is connected to WiFi or mobile data.
  • Check if your device is in ‘Do Not Disturb’ or Focus mode — if it is, try turning it off or adding the Tangerine app to the list of apps allowed to send notifications.
  • You can also review your device’s notification centre to see if any recent alerts have come through by checking your device settings.

Still having trouble? Give us a call at 1‑888‑826‑4374 — we’ll help you get sorted.

 

How do I update my 2-Step Authentication information?

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

Step 1

Log in, if you aren't already logged in and click 'More' in the bottom right corner.

Step 2

Select 'Security & Login'.

Step 3

Hit 'Edit' in the '2-Step Authentication' section.

Step 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 at 1-888-826-4374 and we can help you update your number on file.

 

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 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.

 

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 or you’ll receive a push notification if you have WIFI. Please note that you're responsible for any fees your wireless provider may charge, including roaming and standard messaging and data charges.