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2-Step Verification

One of the safest ways to secure your accounts online

To further our digital journey, we've implemented 2-Step Verification (2SV) to enhance our security measures and give members another layer of protection when they bank online.

FirstOntario Online and Mobile Banking Log In

You must enroll in 2SV to access your accounts online

Once enrolled, 2SV will be required every time you log in to your account. If you have biometrics enabled on your phone, you will not be asked to register when using your mobile device.

2-Step Verification Enrollment

This is what you will see when you are prompted to enroll in 2-Step Verification

Once you are enrolled, you will receive a unique verification code via text (recommended) or email when you log in. You'll need the code to confirm your identity.

Each code is different. We will never ask you to send us your code by text, email or over the phone. You will only be prompted to enter it when you log in to online banking.

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Coming soon!

Members will be able to reset their personal access code (PAC) in online banking on your own at home. It's another way we are enhancing our online banking experience.

We’ve put some questions and answers together for you with all of the 2SV details

Before you set up 2SV

2-Step Verification (2SV) is an enhanced security feature in online banking that requires a one-time verification code in order to log in successfully. These codes are time-sensitive and are sent by text (recommended) or email – whichever you registered during enrollment.

With cyber-attacks increasing in frequency and sophistication, Creative Arts Financial is enhancing account security by including a requirement for additional information during the log in process. This is another control to further protect our members’ privacy and security.

A 2-Step Verification process is increasingly becoming a common security feature across all industries, including financial institutions.

No. 2-Step Verification is a required security feature for all members.

Yes. Using the mobile app, on the log in screen, select Remember Me. After you log in, go to Settings and select Biometric Setup.

Setting up 2SV

When you log in to online banking, you will be presented with the steps to enroll. You will need your mobile phone number – not a landline – (or an email address). Choose one you can access easily – this is where you will get the verification code you need to access your accounts in online banking when you log in. Text messages are recommended.

If you have access to your previous device, you can remove it through your Profile and Preferences section in online banking. You can register your new device here too.

If you don’t have access to your previous device, please contact our Member Service Centre.

You need to enroll in 2SV to access your accounts online.

For business members experiencing issues, we recommend calling the customer service teams for those respective accounting software platforms.

Here are the customer services numbers for a few popular programs:

  • QuickBooks: 1-833-317-2226
  • ZipBooks: 1-415-964-1947
  • Sage: 1-866-565-2726
  • Netsuite: 1-905-890-8100

After you set up 2SV

The code is valid for 10 minutes from the time it is generated. It is important to note that if you are receiving the code by email, you have to keep your online banking tab open while you retrieve it. You can access your email by opening a new tab or logging in on another device.

If you did not receive a code after 10 minutes, select Didn’t receive a code? We can send you a new one. If you still don’t receive it, consider the following:

  • Ensure your device has a strong signal (if not, try changing locations)
  • Confirm that your device is connected to Wifi or a cellular network
  • Make sure Do Not Disturb and/or Airplane mode are not enabled
  • Check that the number registered for 2SV was not a landline or an incorrect number
  • Make sure your cell phone plan includes text messages
  • If travelling, be sure your cell phone plan supports international texts and/or roaming
  • Contact your carrier to ask about outages or blocked messages on your device
  • If you registered an email address, check your junk/spam folders

If you are accessing online banking via desktop and have requested your verification code via email, you can open a new browser tab or window to access your email account. Once you get your code from your email account, go back to the original browser tab or window and enter it in.

If you are using the FirstOntario mobile app and have requested a verification code via text message, switch to your text message app while the FirstOntario app is still open. Once you have your code, go back to the FirstOntario app and enter it in.

Issues with your registered device

If you’ve lost your device, please contact our Member Service Centre.

Connect with our Member Service Centre. Our staff will confirm your identity and reset your 2-Step Verification. Then you can register again with your new mobile number or email address.

You should get the verification texts while travelling internationally if your mobile plan provides international roaming and if there is good service. Roaming charges may apply.

Online Security with 2SV

This process does not collect or keep any personally identifying information.

No. Your PAC will remain the same.

No. We will never ask you to send us your code by text, email or over the phone. You will be prompted when to enter it when you are banking online.

If you would like to register for 2SV, you can do so by logging in on your desktop.

You may be asked to complete a CAPTCHA puzzle, which is designed to verify that a human is sending requests and to prevent fraudulent activity.

There are two links (see below) that are causing an error for iOS mobile app users only on the log in page. This is a known bug and a fix is being worked on.

This bug will not prevent you from registering for 2SV.

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It's important to always be on the look out for fraud

Cyber crime is on the rise and criminals continue to impersonate legitimate businesses. Be extra cautious and aware of fraudulent emails, links, texts and phone calls and always type into your browser before you log in.

There are many ways you can protect yourself online.


Still have questions?

If you have any questions or concerns, our Member Service Centre is just a phone call away.

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