Troubleshooting FAQ

Why do I have to get a security code every time I log in?
When logging into your Online Banking, after you have entered your username and password you may be prompted to complete Multi-Factor Authentication (MFA). ...
Wed, Aug 23, 2023 at 10:15 AM
Why did I get blocked when I tried to log into my Online Banking?
If you are accessing our Online Banking login link via the EmbassyBank.com website, login attempts from certain countries or IP addresses may be blocked for...
Thu, Dec 7, 2023 at 4:43 PM
Why do I have to complete a CAPTCHA when I log in?
The security solution for our Online Banking service may have detected unusual circumstances for your login and triggered a CAPTCHA request to verify that y...
Thu, Dec 7, 2023 at 4:43 PM
Why can't I log in with the app?
Please try logging into your Online Banking through the website first to verify that your username and password are working.  If you are unable to log in by...
Wed, Oct 26, 2022 at 12:32 PM
Why don't I see one of my accounts when I log in?
For personal accounts, your account may be hidden.  After logging into the Online Banking website, click on the Settings  icon in the Accounts widget and ve...
Mon, Oct 31, 2022 at 11:02 AM
Why do I keep getting alert emails late at night or early in the morning when I did not log in at those times?
Did you provide your Online Banking credentials (username and password) to any other person or service?   Some examples might include a spouse or a relative...
Wed, Oct 12, 2022 at 10:39 AM
Why didn't my mobile check deposit go through?
There are several reasons your check deposit may have failed or been rejected.  Please verify that your deposit shows in the Check Deposit History (tap on t...
Mon, Oct 31, 2022 at 11:47 AM
Why doesn't my password work when I type it?
If you are manually typing your username and password, please verify that both are correctly typed (you can click on the Show button or eyeball to view your...
Wed, Oct 12, 2022 at 10:37 AM
Why doesn't my saved password work?
If your credentials are saved by your device, or if you use password management software, please manually type your password first to verify that it is corr...
Wed, Oct 12, 2022 at 10:40 AM
Why can't I add my external bank/credit union account for transfers?
If you have already attempted to add your external account, please verify that the credentials you have added are correct.  If you entered your account numb...
Wed, Oct 12, 2022 at 10:44 AM