Maybe you misplaced your password, or maybe you’ve gotten locked out due to a few wrong guesses. No worries! It happens to the best of us. Find out below how to restore your account access in a matter of minutes.

What if the system tells me my account is locked?

After five invalid attempts at logging in, you will be locked out of the system for security purposes. To restore access to your account, you can select the “Forgot Password?” link on either online banking or our mobile banking app.* The system will route you to the same password recovery process as described below.

How to reset your account password:

To start our self-service password reset, click the “Forgot Password?” link on the login screen. You will be prompted to read and acknowledge a security message. To proceed, select the box next to “I Agree” and continue.

Then, you will be prompted to enter your username, account (member) number, email address and Social Security number. All fields are required to complete the password reset process. Once you submit the information, you will be prompted to choose if you would like your temporary password sent via email, text message or voice call, which will be good for 24 hours. You can use the temporary password to log in with your current username. Once logged in, you can create a new password for your account. Be sure to create a strong password that no one can guess, and do not share the password with others.

If you’ve never added an email address to your Grow profile, then you will need to call our Member Contact Center for help, since the self-service password reset requires an email address to be on file with us. You can call us at 800.839.6328 for assistance, Monday–Friday, 7am–7pm and Saturday–Sunday, 9am–6pm. To ensure you can use the self-service process in the future, hover over Tools in the main menu, select Settings, then visit the Contact tab to confirm your preferred email address is on file next time you log in.

What if I know my password but have forgotten my username?

There is a separate “Forgot Username?” option on the login screen. You can use this process to recover your username. Select the “Forgot Username?” link and follow the steps, which are similar to those outlined for the password reset process above. To recover your username, you will need to have available your account (member) number, email address and Social Security number.

What if I don’t know my account number?

If you are missing pieces of information you need to verify your identity during the password reset process, such as your account number or Social Security number, please call our Member Contact Center.

Read more common questions and answers about Grow online and mobile banking.

*Additional data charges may apply. Please see your wireless carrier for more information.

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Posted In:

• Online Banking Education