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Online Banking and Services

FAQs

    • What is SiteKey®?

      SiteKey is an image and phrase that you selected when you enrolled in Online Banking. It is used as part of your Online and Mobile Banking sign-in experience. After you enter your Online ID, you are presented with a screen that displays your SiteKey image and phrase and asks for your Passcode.

       

      Between now and the end of the year, you’ll have a new, simplified sign-in in which your Online ID and Passcode will be entered on the same screen. SiteKey will no longer be part of your sign-in experience.

    • Why are we making changes to sign-in?

      We know how important security and convenience are to you so we’re giving you more tools to manage your security and simplifying the way you sign in to Online and Mobile Banking. You’ll soon be able to sign in with one step by entering your Online ID and Passcode on the same screen, and SiteKey will no longer be part of the way you sign in to Online and Mobile Banking.

    • Why don’t I see my SiteKey on the screen where I enter my Passcode?

      Between now and the end of the year, you’ll have a new, simplified sign-in experience. The SiteKey image and phrase will no longer be part of the way you sign in. You’ll notice this first in Online Banking, then later on your mobile device or tablet. Not all customers will experience these changes at the same time. Soon, you will be able to enter your Online ID and Passcode on the same screen.

    • Is there an option to keep using my SiteKey after the simplified sign-in is introduced?

      No, there isn’t an option to continue using your SiteKey. We are simplifying the way you sign in so your SiteKey — the image you used to see before entering your Passcode — will no longer be part of the way you sign in. Later you’ll be able to sign in from one screen.

    • How will simplified sign-in impact Small Business customers?

      Most Small Business customers, both primary and sub-users, will experience the changes at the same time. However, the change will occur at different times for Online and Mobile Banking.

    • Is there anything I need to do differently when I sign in to Online or Mobile Banking?

      The first time you sign in to Online or Mobile Banking from any new computer, phone or tablet, you’ll be prompted to verify your identity and to choose a “Security Preference” for that device.

    • When will the sign-in changes occur in Online and Mobile Banking?

      You’ll notice the change first in Online and later in Mobile Banking. Not all customers and clients will see these changes at the same time, but the change will be completed by the end of 2015.

       

      Clients who also use mymerrill.com, merrilledge.com or ustrust.com will receive additional communications in late summer about changes to these online and/or mobile applications.

    • How will sign-in changes impact Merrill Lynch Wealth Management®, Merrill Edge® and/or U.S. Trust® clients?

      Clients who also use mymerrill.com, merrilledge.com or ustrust.com will receive additional communications in late summer about changes to these online and/or mobile applications.

    • With the sign-in changes, are Online and Mobile Banking still secure?

      Yes, and we’re giving you more tools, located conveniently in your new Security Center to help you manage your account security. You’ll have the option to add extra security to help verify your identify with a one-time authorization code, which is sent by textfootnote1 or email each time you sign-in.footnote2 In addition, you can update security settings, set up new security alertsfootnote3 and review your sign-in history. You’ll be able to access the Security Center later this year from Profile & Settings in Online and Mobile Banking.

    • How do I know I’m on the real Bank of America site?

      Before you sign in, check your browser address bar for:

       

      1. www.bankofamerica.com
      2. Green text/shading
      3. Lock icon

       

      browser address bar

    • What security tools are available to me?

      You’ll have the option to add extra security to help verify your identify with a one-time authorization code, which is sent by textFootnote1 or email each time you sign in.Footnote2 And, with more security settings, alertsFootnote3 and sign-in history, you can more closely monitor Online and Mobile Banking activity. All of these tools will be conveniently located in one place in your new Security Center, which you will be able to access later this year from Profile & Settings in Online and Mobile Banking.

    • What are challenge questions and how are they used?

      They are used to help verify your identity when you sign in from an unrecognized computer or mobile device. You selected challenge questions and answers when you enrolled in Online Banking. You can change them at any time by going to Profile & Settings in Online Banking.

    • How does the one-time authorization code option work?

      With the launch of your new Security Center later this year in Online Banking, you may opt for extra security at sign-in. You’ll receive a one-time authorization code through a textfootnote1 or email each time you sign into Online Banking.footnote2 The code can only be used once and will expire within 10 minutes after it is sent. Your ability to receive and enter the code helps verify your identity.

    • How do I know I’m using the real Bank of America Mobile Banking app?

      If an app is available for your mobile device, make sure you download the official Bank of America Mobile Banking appfootnote4 from a reputable app store such as Google Play or the iTunes App Store or from bankofamerica.com/online-banking/mobile.go.