2-Step Verification

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), email or voice call – 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.

When you log in to online banking, you will be presented with the steps to enroll. You will need an email address, or for text messages, you'll need a mobile phone. For voice call, you can use a mobile phone or a landline.

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

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.

For voice call, once you receive the call, the code will be repeated twice. If the call is not answered, the code will be left on voice mail, but will expire within 10 minutes of it being generated.

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, first 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 your junk/spam folder

If the code should have arrived via text message:

• 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 the code should have arrived via voice call:

• If using voice call, check your voice mail

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.

If you are using voice call, leave the original browser tab or window open while you receive the call to get the code.

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.

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.

• Browser Requirements ❐
• Online Banking Security Features (Links to current page)