New Secure Verification Process

Why are you sending me a link?

We’re using a more secure verification process to help protect your account and reduce fraud.

What happens when you send me the first link?

You will follow the prompts to enroll in the new authentication process. 

How many links will I receive? 

You will receive a link to a one-time enrollment process agreeing to the terms. After that, you will be sent a link to validate your identity via biometrics or passkey each time you call us.

Is this safe?

Yes. The link is sent securely while you're on the phone with your customer care representative and is designed to verify your identity without sharing sensitive information out loud.

How do I know the link is really from you?

An authorized Exchange Bank representative sends the link in real time during your call, and you can review the message before clicking it. If anything looks suspicious, let the representative know immediately.

What information will I need to provide?

You’ll simply follow the prompts on your device. You should never be asked to provide passwords or full sensitive information over the phone.

Do I need to download an app?

No download is required. Just open the secure link and follow the prompts.

What if I don’t receive the link?

The Bank representative can resend it.

What if I don’t want to click the link?

That’s completely understandable. We may have another verification option available, although the secure link is typically the fastest and safest method.

Why are you changing the current process?

As fraud becomes more sophisticated, we are always updating our process to enhance security and make verification more convenient for our customers. 

Will I still answer security questions?

In some cases, yes. Depending on the request, we may still use traditional verification questions.

What if I don’t have a smartphone?

We can work with you on an alternative verification method.

Will this happen every time I call?

It may depend on the type of request or transaction you’re completing.

Is there a cost to receive the message?

Standard message and data rates from your carrier may apply.

Can someone else use the link?

No. The link is designed specifically for your verification session and expires after a short period of time.

What happens if verification fails?

We’ll try again or use another approved method to verify your identity.

For further assistance, contact our Customer Care Center: 707.524.3000 | 800.995.4066