Troubleshooting Online Banking Login Issues

We recently implemented new security measures for logging in to Online Banking. While this may cause a slight temporary inconvenience which we apologize for, the added security that this provides to you is well worth it. Should you have any issues logging into Online Banking, please see the info below to assist in troubleshooting:

Online Banking Login Tips

To reset your password, click “Forgot your password?”. You’ll be asked several security questions that will be used as a match within our system. If everything matches, a temporary password will be emailed to your email address of record. If no email address is on record, please email privatetellersupport@smartcaro.org or drop by one of our offices for setup.

Lock Out Questions

Is someone accessing my account or trying to hack into my account?

It is highly unlikely that someone is trying to hack into your Online Banking account. What often happens is a member will enter their member number in the log-in ID area in Online Banking and may have transposed the numbers causing them to lock someone else’s account.

How can I stop this from happening?

Caro suggests that you change your log-in ID from your member number to a phrase.

The steps below on how to do this are as follows:

  • Log into Online Banking
  • Click the tab “User Profile”
  • Click “User Preferences”
  • Scroll down till you see the “Personal Info” section
  • Beside “Login ID” you will see your member number
  • All you need to do to change this to click “change” type in a phrase and click “update”

After changing my Login ID, how will I log into Online Banking?

When you log into Online Banking you will now use this phrase as your Login ID instead of your member number.

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    • Firefox 36, 37 & 38
    • Opera 27, 28 & 29
    • Safari 7 & 8