Online Banking Security Enhancements

Online Banking Security Enhancements

We are very serious about protecting your finances, so we're updating the way you access some parts of Pinnacle's Online Banking. Introducing one-time PINs as an authentication method will help prevent unauthorized use of your login credentials and unauthorized transfers of your money.

Beginning August 11, you may be prompted to enter a one-time PIN that will be delivered to you by email or text message in certain circumstances. The first time you are asked to enter one, you’ll get it in an email. After that, you can change the delivery method to text message, if you prefer.

These are the times you will be asked to enter a one-time PIN:

  • Logging in, under certain circumstances
    • Online Banking users are sometimes required to answer security questions. These security questions will be replaced by a one-time PIN.
    • You will still be prompted to set up security questions when you enroll for Online Banking, and if you call our Client Service Center, they will use them as part of the verification process.
  • Changing your contact information
    • Any update to your phone number, email or physical address will require a one-time PIN.
    • If you were required to use a one-time PIN at login, you may not be required to use one again when changing your contact information.
  • For retail clients: Setting up external transfers from Pinnacle to another bank and making external transfers to another bank
    • The first time you set up an external account for transfers, you will be required to enter a one-time PIN.
    • From there, every external transfer to another bank will require a one-time PIN.
  • For commercial clients: Adding or changing subusers
    • To set up new subusers or make changes to existing subusers, you will be required to enter a one-time PIN
    • If you were required to use a one-time PIN at login, you may not be required to use one again when adding or changing subusers.

 You can prepare for this change by:

  • Verifying your contact information is up to date in Online Banking, especially your primary email address and mobile phone number.
    • Note that you must list a mobile number in the field marked “Mobile Phone” to receive alerts and one-time PINs by text.
  • Enrolling your mobile phone as a method of delivery for one-time PINs.

View a step-by-step guide for navigating these changes and setting up your mobile number for text messages.

If you have any questions about this or run into any issues, our Client Service Center is ready to help 24 hours a day, 7 days a week.