Alterna - Password recovery

Online Banking
Mobile Banking

Visit the homepage and select Log In in the top right-hand corner. From here you will be redirected to the Online Banking Welcome page.
On the Online Banking Welcome page, select Log In to access the link “Forgot Password?”
Click Forgot Password? to open the Recover password page.
From the Recover password page enter:
1. Your Login ID,
2. Select your contact type (phone number or email*), and
3. Contact details.
Select the orange Recover password button to begin the recovery process.

*If your Login ID (username) and contact info match the information we have on file for you, you will receive an email with a link to reset your password. If you do not have an email on file or did not receive an email after entering your contact information, please call us at 1.877.560.0100.
When you click on “Reset your password” in the email or text message, a new webpage will open in your browser. It will ask for a(n):
1. One Time Password (OTP)* sent to the mobile number or email address on file,
2. New password,
3. Confirmation of the new password.
  
  Click the orange Change password button to proceed or Cancel to stop the change password process.
  
  *If you receive an error when entering your OTP, select Request new OTP to immediately receive a new passcode.
If your OTP and password met the password requirements, after selecting Change password, you will see a notice on screen and by email that your password has been successfully updated.
You are now all ready to access online and mobile banking!
1. Return to the homepage and select Log In in the top right-hand corner.
  - From the Welcome page, follow the prompts to Log in.
    1. Enter your log in ID (client number) and select Continue.
    2. Enter your password and select Log in.
  - If at any time you want to leave the Log in screens, select Cancel or close the window.

If you are logging into Alterna Bank mobile banking for the first time, follow the one-time authentication process below to access digital banking.

Open the Alterna Bank mobile app and select Login.
On the mobile app Log in page, select Forgot Password? to open the Recover password screen.
From the Recover password screen enter:
- Your Login ID,
- Select your contact type (phone number or email*), and
- Contact details.
Select the orange Recover password button to begin the recovery process.

*If your Login ID (username) and contact info match the information we have on file for you, you will receive an email with a link to reset your password. If you do not have an email on file or did not receive an email after entering your contact information, please call us at 1.877.560.0100.
When you select “Reset your password” in the email, a page in the app will open. It will ask for a(n):
- One Time Password (OTP)* sent to the mobile number or email address on file,
- New password,
- Confirmation of the new password.
  
  Click the orange Change password button to proceed or Cancel to stop the change password process.
  
  *If you receive an error when entering your OTP, select Request new OTP to immediately receive a new passcode.
If your OTP and password met the password requirements, after selecting Change password, you will see a notice on screen and by email that your password has been successfully updated.
You are now all ready to access online and mobile banking!

We are here for you.

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Password recovery

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