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Privacy & Security

SafePass & IBM® Security Trusteer Rapport FAQs

  • Hide What is SafePass®?

    SafePass is an extra layer of security that is required in Online and Mobile Banking to authorize higher-value transfers.

  • Show How do I use SafePass?

    Each time you request a higher-value transfer, you’ll need to:

    1. Select the Send code button on the screen when prompted.
    2. Receive the SafePass code in a text message to your mobile phone.
    3. Enter the SafePass code accurately on the screen and select Submit.

    After you set up SafePass, it’s also used as an extra layer of security for adding bill payees and transfer recipients to your account.

  • Show How do I set up SafePass?

    To set up SafePass, sign in to Online Banking and choose Manage SafePass from Profile & Settings. You’ll need to select one or more mobile phone numbers to receive your SafePass code.Footnote 1 You’ll also need to enter your debit card or credit card details accurately to verify your identity.

  • Show How much does SafePass cost?

    There is no cost for using the SafePass service on your mobile phone. 

  • Show What should I do if my mobile device becomes lost or is stolen?

    Call 800.432.1000 immediately to disable SafePass.

    In addition to disabling SafePass, it’s important to understand that the best way to defend a lost smartphone against intruders is to take precautions while the phone is in your possession. This includes taking steps like protecting your data with a PIN or fingerprint sign-in (biometrics) and enabling remote phone-finder and data-wiping features.

    If you suspect your personal information is compromised:

    • Contact us immediately to report fraudulent activity and close all accounts that were tampered with or fraudulently established
    • Consider filing a police report depending on the level of fraud, and ensure you have the report ready if needed for proof with creditors
    • Visit the Identity Theft Resource Center, a nonprofit for U.S. consumers, for step-by-step instructions, form letters and other resources for theft resolution
    • File a complaint with the Federal Trade Commission. The FTC maintains a database of identity theft cases used by U.S. law enforcement agencies for investigations.
  • Show How do I cancel SafePass?

    To cancel SafePass, sign in to Online Banking and choose Manage SafePass from Profile & Settings. Select Unsubscribe for each mobile phone you see listed.

    Please note that texting STOP from your mobile device will not end your SafePass service.

  • Show Can I use SafePass internationally?

    Yes. The most reliable option is to use Mobile SafePass. Under normal conditions, Mobile SafePass codes can only be delivered to mobile phone numbers within the U.S. However, most providers do offer a way to extend standard SMS delivery service to international locations. Check with your mobile provider to see if this is an option.

    If you’re not able to use Mobile SafePass, you can obtain a SafePass card that can be used internationally (fees may apply). SafePass cards cannot be mailed to an address outside the U.S., so you’ll need to obtain the card prior to leaving on your trip.

  • Show How do I dispose of my SafePass card?

    Expired SafePass cards should be disposed of by cutting along the dotted line printed on the back of the card. Do not shred a SafePass card.

  • Show What is Trusteer Rapport?

    Trusteer Rapport is a security application developed by IBM Security that provides online protection against malware attacks. Online Banking customers can use Trusteer Rapport to protect web browsers while using any website containing financial or personal information. Trusteer Rapport helps keep your computer safe from keyloggers, session hijacking, screen capturing and more.

  • Show Why do I need Trusteer Rapport?

    Trusteer Rapport helps detect what conventional desktop security solutions (such as anti-virus and anti-spyware software, personal firewalls and anti-phishing toolbars) can miss. It works with your antivirus software to provide an extra layer of protection against malware attacks.

  • Show How does Trusteer Rapport work?

    Simply download and install the software, then browse the internet with additional security. You'll know it's working by the Trusteer Rapport icon displayed in your browser's address bar. Trusteer Rapport doesn't require any configuration or maintenance and it doesn’t change the way you work online or sign in to our site.

  • Show How much does Trusteer Rapport cost?

    Trusteer Rapport is available at no charge from Bank of America as part of our commitment to your security. We cover the costs associated with the development, maintenance and support of Trusteer Rapport.

  • Show Who do I contact for support?

    For help using Trusteer Rapport, you can contact Trusteer Rapport support. Trusteer Rapport operates a 24-hour client center to help with any questions or issues you may have.

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