2-Step Verification

if you do not know your account number or password, please phone your branch.

Due to the high volume of calls, please be patient. Calling is faster than coming into the branch.

Cranbrook    250.426.6666 or 1.866.960.6666
Elkford    250.865.4661
Fernie    250.423.9222
Sparwood    250.910.9222


2-Step Verification for MemberDirect



  • 2–Step Verification for log-in to MemberDirect, EKC’s banking site
  • It is a new security measure designed to help keep your accounts even more protected
  • 2-Step Verification replaces the use of static challenge questions with a generated one-time verification code
  • codes are sent by SMS text message or by email according to how you have registered for the security feature

2-Step Verification FAQ

We are enhancing the way you login to online banking with 2-Step Verification

When I log in to my online banking site, will it look the same?

  • 2-Step Verification will look different. The login area has been simplified to only include the “Login” button and existing links.

What is 2-Step Verification?

  • 2-Step Verification adds an extra layer of security to protect you and your account in case your password is ever stolen. In addition to entering your password, a one-time use verification code will be sent by SMS text message or email to the registered mobile phone number or email address associated with your online banking account.
  • The code must be entered and submitted for confirmation to access your account online. This new feature will replace the security questions you have been accustomed to answering and will not be required at every login.

What do you need to do?

  1. Log in to your online banking account
  2. Complete the Enable 2-Step Verification enrollment screen
  3. Enter your preferred email address or mobile phone number to receive your verification code
  4. Enter the verification code sent to you by SMS text message or email (this code will expire after 10 minutes)

If you currently have Touch/Face ID, QuickView enabled, or use the “Remember Me” option during login; you will need to re-configured these settings after setting up 2-Step Verification.

At any point after your initial enrollment, you can edit your mobile phone number or email address used to receive the 2-Step Verification code.

Why are we introducing 2-Step Verification?

We are committed to providing you with a safe and protected online banking experience. 2-Step Verification is a great way to reduce fraud risks and further secure all your user accounts.

Can I register for 2-Step Verification via both SMS and email?

Yes. You can register only one of either a mobile phone number or an email address during your initial enrollment to receive 2-Step Verification notifications. After enrollment you can update your contact information from the Profiles and Preferences screen options, to add the second notification channel.

Will duplicate verification code notifications be sent both by SMS and email if I have both an email address and a mobile phone number registered under 2-Step Verification?

  • During each authentication where you have multiple notification channels registered, you will be presented with a Select Verification Method screen and must select which channel (SMS or email) you wish to be notified through.

Is there an option for me to designate a device as a “trusted” device, exempting logins from that device from 2-Step Verification?

  • Any login assessed as high-risk will be subject to 2-Step Verification authentications, regardless of the device being used to login from.

How long before a verification code notification expires and is no longer valid?

The verification code is valid for 10 minutes from the time it is generated. If you enter and submit after that time, you will receive an error message. If you receive an error message, refresh your page and start the process again.

Will 2-Step Verification be mandatory for all financial institutions using MemberDirect (apart from MemberDirect Business Service)?

  • 2-Step Verification is an optional service for any Financial Institutions wishing to enroll. However, EKC has chosen to provide enhanced safety for all members except for MemberDirect Business Service users.

How long is the grace period during which I can defer enrollment in 2-Step Verification?

  • The standard grace period duration is 30 days from the ‘go live’ date, however EKC may be able to extend this.

If I defer enrolling for 2-Step Verification during their first login after EKC goes, will I continue to be prompted to enroll at every login until I finally enroll?

  • Until you enroll, each time you log in, you will be presented with the enrollment screen.

What happens if I fail to log in and enroll for 2-Step Verification during the grace period and the grace period lapses?

  • You will be presented at their next login with the enrollment screen that no longer includes an option to defer enrollment. You must complete enrollment to continue to log in to online or mobile banking.

Will I still be required to keep security questions in place?

  • After enrollment in 2-Step Verification, challenge questions and answers are no longer relevant to member authentications.

Can I register for more than one phone number or email address?

  • No, not yet. This first implementation of 2-Step Verification is limited, for expediency, to a single mobile phone number and a single email registration. It is on Central 1’s roadmap to extend this feature to allow registration of up to three mobile phone numbers and three email addresses per member.

Are there any activities unique to MemberDirect Small Business (MDSB) that will be authenticated under 2-Step Verification?

  • Not yet, but it is on Central 1’s roadmap to review MDSB-unique activities, such as high-risk business transactions, for inclusion in the planned extension of Increased Authentication for authenticating other activities besides logins.

How many attempts do I get to verify a verification code?

  • The default and recommended setting for maximum attempts to validate a verification code is This limit DOES NOT APPLY during member 2-Step Verification enrollment or during member updates to their 2-Step Verification settings; it only occurs during regular logins when stepped-up authentication occurs.

How can the account be unlocked if I get locked out after failing to provide the correct verification code?

  • EKC will follow existing procedures for authenticating members who have failed authentication. Once authenticated, an administrator can unlock your account using the Unlock option on the Member Service screen in the secure site MD Authentication Admin application.

Will the pre-defined Alert “Digital banking Account Locked Out – Incorrect response to Security Question” be updated or removed from the system when challenge question and answer are no longer relevant?

  • Yes, eventually, after all members have migrated away from challenge questions and answers.

What should I do if I do not receive the SMS text message or email with the verification code?

  • After waiting a reasonable amount of time for the notification to arrive, you should try re-sending the code using the “send new code” option on the Enter Your Verification Code screen.

Will enrollment in 2-Step Verification affect any of my current digital banking configurations or settings?

  • Member configurations or settings related to authenticated logins, such as enabling Touch ID and QuickView on the mobile app and enabling memorized accounts (the “Remember Me” option selected during a login) in digital banking, must all be re-configured by members after enrollment in 2-Step Verification.

During enrollment, when the 2-Step Verification enrollment screen is displayed, will my information be pre-populated on the screen?

  • No, you must provide this information at this time.

2-Step Verification Troubleshooting Guide

The following scenarios may help if you have questions:

  1. Try clearing your web browser’s cache or performing a software update on your smartphone as this resolves most issues
    • Software Update or System Update on Android devices can be found in your phone’s Settings app
  2. Suggested browsers:
    • Google Chrome, iPhone, iPad and Android
    • Safari
    • Microsoft Edge
    • Firefox
  3. Memorized/saved logins and how to disable them:
    • Click ‘Show Saved Logins’ if you already have the feature enabled. This will display your saved logins.
    • Click ‘Manage Login Profiles’ if you want to delete the existing login (select trashcan icon to remove).
    • The Remember Me/ Saved Login in feature is not required as part of the login process.
  4. Bookmarked online banking:
    • Replace your bookmarked link with the new login
  5. Update EKC’s mobile banking app: Open the App Store (Play Store on Androids) on your device. Navigate to your account and find the East Kootenay Community Credit Union app in the list. Select Update. If you do not see EKC’s app on the list, that means you have the most recent update already installed.
  6. Connection error messages (“sorry, we cannot connect at this time”): This could be due to your internet settings (i.e. settings that are set to high alert). Please contact your Internet Service Provider.