Frequently Asked Questions

Need Help Logging In?

Reminder: Your Access ID and Password are case sensitive.
Be sure to enter them correctly into the login screens.

What should I do if I forget my Access ID for Online Banking?

What should I do if I forget my Password for Online Banking?

What should I do if I have entered the wrong password too many times and am now “locked out”?

How do I access Online Banking using a computer that is not registered?

What should I do if I am unable to answer my challenge questions when logging in from an “un-registered” computer?   

What should I do if my Authentication Image and Pass Phrase do not appear on my Password login screen?

How do I know that OneCalifornia Bank’s Online Banking is secure?

What is Multi-Factor Authentication?

Why should I register my computer?

How does the Authentication Image protect me?

How do I change my Access ID or Password?

How do I change my Security Question and Answer?

How do I change my Authentication Image and pass phrase?

What is my Security Question and Answer, which I entered at time of online enrollment, used for? 

Questions About Using the Service?

What equipment and software do I need to use OneCalifornia Bank’s Online Banking?

How do I enroll to use the service?

How do I view transactions for an account?

Am I able to download my OneCalifornia Bank checking or savings account transactions into my own accounting application?

How do I apply personalized nicknames to my accounts?

How do I request a transfer of funds between my OneCalifornia Bank accounts?

If I have scheduled a transfer between my OneCalifornia accounts for a date that that falls on a weekend or holiday, when will the transfer occur?

How can I find out more information about using the Online Banking service?

Logging In

What should I do if I forget my Access ID for Online Banking?
Contact us at 510.550.8400 and we will assist you.

What should I do if I forget my Password for Online Banking?
If you know your Access ID, enter it in the login window on the homepage. After you have entered your correct Access ID, the Password login page will display. If you click on the “Did you forget your password?” button, you will be asked to enter your correct Access ID again.  An email with your Password will be sent to the email address currently on file for your online banking setup. You will be required to change your Password after you successfully log in.  You may also call us at 510.550.8400 for assistance.
 

What should I do if I have entered the wrong password too many times and am now “locked out”?
Contact us at 510.550.8400 and we will assist you.

How do I access OneCalifornia Bank’s Online Banking using a computer that is not registered?
If you need to access Internet Banking from a computer you don’t normally use -- such as at a library, friend’s house, or Internet café -- you will be presented with the challenge questions you have established as part of your security setup. Only after you have successfully answered these will you be granted access to the system. At that time you will also be asked if you wish to register that computer. We recommend against registering computers in public places.

What should I do if I am unable to answer my challenge questions when logging in from an “un-registered” computer?  
Contact us at 510.550.8400 for assistance. 

What should I do if my Authentication Image and Pass Phrase do not appear on my Password login screen?
If your image and pass phrase do not appear, you may have just incorrectly entered your Access ID (i.e., the system does not know what image to display since it doesn’t recognize your Access ID). If you think this may be the case, do not enter your password. Go back to Access ID login screen to re-enter your Access ID. If you still don’t see your Authentication Image and Pass Phrase on the Password login screen, do not enter your password. Call us at 510.550.8400 for assistance.

About Security

How do I know that OneCalifornia Bank’s Online Banking is secure?
Access to our Online Banking service requires use of a browser with 128-bit SSL (Security Socket Layers) encryption, currently the strongest level available commercially. Encryption scrambles information that passes over the Internet by securing the data and authenticating the sender.

OneCalifornia Bank also uses "Multi-Factor" (or Layered) Authentication which provides an additional layer of security to the Online Banking login process to further validate your identity. This process is designed to keep your account information protected from fraud and Identity theft.

You also play a major role in maintaining the security of your accounts and personal information and should follow these guidelines for protection:
 
  Safeguard your Access information, including your Access ID, Password, and other security-related questions/answers used to authenticate you. Memorize this information, and never write it down or reveal it to others. Your browser may ask you if you want it to remember your password. NEVER allow your browser to save your password, otherwise someone else using your computer could potentially access your account information.
 
Change your Password on a regular basis. You can do this when logged into Online Banking by clicking on the “Change Password” button located under “Options”. Do not choose passwords that can be easily associated with you; e.g., don’t use your children’s or pets’ names, birth dates, etc.
 
  Log off after each session. Always click on the “Log Off” button when finished with your Online Banking session. If you share a computer with others, you may want to completely close the browser session.

What is Multi-Factor Authentication?
With the Multi-Factor Authentication security feature, your identity is verified to the system in two distinct ways, and the OneCalifornia Bank site is identified to you as the genuine site instead of that of a fraudulent imitator. The following security features are used:
 Upon initial log-on, you will be invited to allow the system to obtain certain metrics from your machine (called "registering" the machine). These metrics will allow the system to uniquely identify your machine on subsequent access attempts.
 Once you have signed up for MFA Security, you will choose an Authentication Image from the image database, and associate a Pass Phrase with that image. The image and phrase will be presented to you each time you log on to the system; since no one else should know your image/phrase pairing, you can be sure you are accessing the OneCalifornia Bank site.
 As part of your MFA registration, you will also be required to select three questions as "challenge" questions you wish to use for further identification. The system will prompt you for answers to these questions whenever there is an attempt to log in with your Access ID from a computer that has not been "registered".

Why should I register my computer?
When you register a computer, its unique set of characteristics will be used as additional validation criteria each time your Access ID is used to log into Online Banking.  Since the system will recognize the computer as a previously "registered" computer for your ID, it will require only your password for further authentication. Each time you log in through an "un-registered" computer, you will first be presented with your three challenge questions which you must answer correctly before proceeding with your password entry. Registering the
computer(s) you use on a regular basis simply provides you a more convenient, yet secure login process. However, you should limit the computers you register to those in trusted locations.

How does the Authentication Image protect me?
Your personalized Authentication Image and Pass Phrase are displayed back to you after entering your Access ID (but before entering your password), verifying that you are accessing our official Online Banking site. By displaying your image/phrase pairing, we are providing an assurance that your activity has not been redirected to a fraudulent site (that would not have knowledge of your personalized selections established on our system). Once you are comfortable that it is the official OneCalifornia Online Banking site, you can continue your login session by entering your password.



How do I change my Access ID or Password?
Your first-time login process for Online Banking provides the only opportunity to change your Access ID. If you need to change your Access ID after that point, please contact us at 510.550.8400. You may change your password while logged into Online Banking by clicking on "Option", then "Change Password".

How do I change my Security Question and Answer?
You may change this information while logged into Online Banking by clicking on “Option”, then “Change Security Question”.


How do I change my Authentication Image and pass phrase?
A default image is provided to you as part of the security setup during your initial login process. After you have successfully completed this process, you are able to change your Authentication Image by selecting from a library of thousands of images. While logged into Online Banking, click on “Option”, then “Change Security Data”.

What is my Security Question and Answer, which I entered at time of online enrollment, used for?
If you contact the Bank and request information or need assistance for your Online Banking service (e.g., to reset your password), we will ask you for the Answer to your Security Question as verification of your identify before we process your request. 

What equipment and software do I need to use OneCalifornia Bank’s Online Banking?
Besides having a computer, the only system requirements are access to the Internet and a compatible browser (with a minimum resolution setting of 800 X 600). The most commonly used browsers are supported, including Microsoft Internet Explorer (IE) for Windows 6.0 or higher, Netscape Navigator 7.0 or higher, Mozilla Firefox version 1.0 or higher, and Apple Safari 1.2.1 or higher. Other browsers may work, although not officially supported and thus not listed above. You must also meet the Operating System and Hardware requirements of the browser being used. 

How do I enroll to use the service?
From our homepage, click the “Sign Up” button within the Personal Online Banking login window (upper left corner of page). Please have your OneCalifornia Bank checking account number ready. The Online Banking enrollment page will be displayed for you to fill in the required information. Once we have received and approved your enrollment, we will send you the necessary login instructions in two separate mailings via U.S. Mail. You will typically receive these mailings within three to five business days of enrollment.

How do I view transactions for an account?
After logging into Online Banking, click on the account number for the transactions you wish to view, select "Transactions", and then select from the list of available options. You can choose to view current or previous statement activity, as well as transactions for just the current or previous business day.

Am I able to download my OneCalifornia Bank checking or savings account transactions into my own accounting application?
You may download checking and savings account transactions to Quicken®, QuickBooks®, Microsoft Money® or Excel®-compatible (CSV-comma separated values) files. Select an account, and then click on the “Export Transactions” option from the “Transactions” menu.  From the “Export Transactions” page you will select the cycle, dates (if applicable), and file type for export.

How do I apply personalized nicknames to my accounts?
While logged into Personal Banking, click on “Option”, then “Change Nicknames”. Select the account, type in the name you wish to display on your Online Banking reports, and click “Submit”. Please note that the nickname you choose will affect viewing of account information via Online Banking only.

How do I request a transfer of funds between my OneCalifornia Bank accounts?
You may use the “Express Transfer” option to request a funds transfer between eligible OneCalifornia Bank accounts. You may also set up regularly scheduled transfers to occur by using the “New Scheduled Transfer” option.

If I have scheduled a transfer between my OneCalifornia accounts for a date that that falls on a weekend or holiday, when will the transfer occur?
Transfers scheduled for a Sunday or other Bank non-business day will occur on the following business day.

How can I find out more information about using the Online Banking service?
Online Help is available while logged into Online Banking. Simply click on the “Help” button for more information regarding viewing your account information and making funds transfer requests. You may also call us at 510.550.8400 for further assistance.