Online Banking (Client View)- Reset Password

The client will enter the following

Username

SSN/TIN

With or without dashes

Account number

If the client does not know the account number

Send Hubspot template for account number retrieval via secure email or online banking

If account number is requested through online banking secure message, CX team can send it back through online banking message

A one-time security code will be sent to the client

Client has the option for a phone call or text message

If phone number isn’t listed

direct the client to follow instructions for Forgot Username

Assist through Web Admin to retrieve the username

Confirm that Horizon and Web Admin have the correct phone number

Client will receive a phone call with a recording of an access code OR will be prompted to input their cell phone

Click Continue

Text messages arrive within 10 minutes, the code will be underlined.

Client will input the one-time security code and select Submit

If text message isn’t received, it is likely that the number input was not the number on file for the profile or the username was input incorrectly

Clicking the I didn’t receive a text message link will open a pop up directing client to call CX team

Client will input a New Password

Password Requirements

8-64 characters long

At least 2 letters

At least 1 number

At least 1 lowercase letter

At least 1 uppercase letter

At least one special character

!,@,#,$,%,^,&,*,<,>

As each requirement is met, the requirement list will change to green

When all requirements are met, 7 of 7 requirements met will display

Client will confirm the password

click the eye icon to reveal the password

Submit

Your password has been changed message displays

Continue or Sign Out – both will return the client to the login screen