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Privacy & Security

SiteKey® FAQs

  • Hide What is SiteKey?

    SiteKey is an online security feature that is a standard part of your Online Banking sign-in experience. As part of our ongoing commitment to your privacy and security, SiteKey helps prevent unauthorized access to your accounts while reassuring you that you're at the valid Bank of America website. SiteKey consists of 3 parts: an image, an image title and 3 challenge questions that are secrets between you and Bank of America. All 3 parts help protect you, whether you're signing in to Online Banking from your home computer or from another location such as work or a mobile device.

  • Show Why do I need SiteKey?

    SiteKey helps keep your information secure by protecting you in 2 ways. First, it helps you recognize that you're at the valid Online Banking site at Bank of America, rather than at a phony look-alike site. Second, we also recognize you as the owner of your account because SiteKey helps us verify your identity with your chosen image and image description. If we don't recognize your device, we'll ask you one of your challenge questions as an additional line of defense against unauthorized access to your accounts.

  • Show How does SiteKey work?

    SiteKey is made up of 3 parts: an image, an image title and 3 challenge questions that no one else knows. When you're at your own computer, enter your Online ID and select the Sign In button and we'll show your secret SiteKey image and image title, which help verify you're at the valid Online Banking site at Bank of America.

    When you're signing in from a different computer, we ask one of your challenge questions to verify your identity. When you answer the question correctly, the secret SiteKey image title and image appear.

  • Show Does SiteKey use cookies?

    One of the ways we recognize you is by placing a cookie on your device when you sign up for our SiteKey service. The cookie contains a randomly generated unique number used as an identifier. When you sign in after that, your Web browser sends us this cookie, which lets us know that you're using your own device. The cookie is visible only to the Online Banking site at Bank of America and does not contain any personal information. You can also access Online Banking from any number of computers and have the same SiteKey protections.

  • Show Does SiteKey Use Flash Objects?

    Yes. If you have Adobe Flash installed on your computer, we will use Adobe Flash objects to identify your computer in the event that we can't identify your cookies. By using Flash objects as a backup method for recognizing you as a valid user, we ensure that your sign-in experience is as quick and convenient as possible.

  • Show What if someone steals my Passcode? How will SiteKey prevent them from accessing my account?

    When an unauthorized person tries to sign in from another device, we will recognize that they're using a different device and we'll ask one of your challenge questions. Requiring this additional information makes it more difficult for them to sign in to your account.

  • Show Why do I need to set up challenge questions?

    Challenge questions help prevent unauthorized people from getting access to your Online Banking information. Even if someone has stolen your Online ID and Passcode, that person won't know the answer to your secret question. If someone signs in from a device we don't recognize, we'll ask you a challenge question to verify that it's really you.

  • Show When I enter my Online ID, I see a question instead of my SiteKey image. Why?

    This is to help verify that it's really you signing in. We ask a challenge question when you're signing in from a device we don't recognize. Your correct answer confirms that it's really you.

  • Show Can I access Online Banking from multiple computers and mobile devices?

    Yes. You can access Online Banking from any number of computers and mobile devices and have the same SiteKey protections. If you sign in from a device that you haven't used for Online Banking before, you simply need to answer one of your challenge questions to verify that it's really you. Once you answer the question correctly, we will ask you if you would like us to recognize that device in the future. If you answer yes, you will not need to answer a challenge question when you use that device.

  • Show I share my device with someone who also uses Online Banking. Can both of us still sign in from this device?

    Yes. You can use the same device to sign in to your individual Online Banking accounts safely; you won't see each other's information. There's no limit to how many people can sign in to Online Banking at Bank of America from the same device. Just remember not to share your Online ID, Passcode or answers to your challenge questions.

  • Show Can I change my SiteKey image, image title, and challenge questions?

    Yes, you can change your SiteKey image, image title and challenge questions at any time. We will never ask you to change your SiteKey information and we will never change it for you. To make the change, sign in to Online Banking and go to the Help & Support page. Select  the Security & fraud topic and then click either the Change SiteKey image link or the Change SiteKey questions/answers link and follow the instructions provided.

  • Show Is there a fee for using the SiteKey service?

    No, SiteKey is free. It's one more way we're working with you to safeguard your privacy and security.

Report suspicious activity

  • In your email:
    To report a suspicious email that uses Bank of America's name, forward it to us immediately at abuse@bankofamerica.com.
  • On your statement:
    To report fraudulent activity on your Bank of America account, call 1.800.432.1000 or visit your nearest banking center.