2-step verification on AccèsD

What is a one-time security code?

It’s a 6-digit code sent to you by text message, mobile app notification or phone call. It will only work for 10 minutes. If it expires, you can select Request a new code.

What if I don’t have access to a phone to receive my security code?

You can receive your code in other ways, including by email.

You might have to wait a few minutes for the code to arrive by email.

What should I do if I haven’t received the code by text message?

Make sure your mobile device can make calls and you’re in an area covered by your mobile service provider. You can try again by selecting Request a new code.

If you still haven’t received your code after two attempts, you can choose to receive it another way by selecting Alternative methods on the 2-step verification page.

Note that you can only receive the one-time security code by SMS if your phone number is from Canada or the United States.

What should I do if I’ve turned on 2-step verification and I lose my phone?

Try logging in to your account using another trusted device. On the 2-step verification page, select the Alternative methods button to see if you can use another verification method.

If you can’t, call us at 1-800-224-7737 (1-800-CAISSES)  This link opens your phone app. or 1-888-233-2473  This link opens your phone app. if you have a business account. We’ll help you log in to your account.

Can I disable 2-step verification on devices and browsers that I use regularly?

Yes. When you log in using a trusted device or browser, under Verification frequency select Never on this device or Never on this browser. This turns off 2-step verification and you will no longer have to enter a code when you log in from that device or browser.

Why am I being asked for a code again after turning off 2-step verification on my device?

Whenever you delete your cookies, all your saved passwords are erased. When you delete them on a trusted device or browser, you must select the Never on this device or Never on this browser option again. This step has to be repeated every time you delete your cookies.

Note that some devices may automatically delete cookies.

If I use facial recognition or fingerprint ID to log in to the mobile app, do I still need to enter a security code?

No. If you use face or fingerprint ID to log in to AccèsD or AccèsD Affaires, 2-step verification is automatically disabled on that device, and you won’t be asked for a security code.

But if you change your password, your face or fingerprint ID will be turned off. In that case, you’ll need to enter your password and use 2-step verification to log in. After that, you can turn face or fingerprint ID back on.