Online Security Frequently Asked Questions
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Online Security Frequently Asked Questions
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Online Security Frequently Asked Questions

Multi-Factor Authentication Website Security Frequently Asked Questions

Q: Why am I being asked to choose a Security Image and Caption?

A: To provide an additional layer of protection to help us verify your identity and help assure you that you are using the genuine Wilmington Trust website, we're introducing a new security feature - a customizable Personal Security Image and Caption. When you see your customized Personal Security Image and Caption, you can be confident that you are using our secure website, not a fraudulent website.

Q: How does the Security Image and Caption work?

A: Our customizable Personal Security Image and Caption is a security feature that adds an additional layer of protection to your online account(s) and helps assure you that you are using our secure website, not a fraudulent website. The feature enables us to better verify your identity, which helps ensure the security of your On-Line Banking account(s).

How you can be sure that you are using a secure Wilmington Trust website:
  • You choose one of thousands of images and create a brief description that corresponds with the image you've chosen.
  • When you sign into your account(s), your Personal Security Image and the Caption you've created will appear before you enter your Password.
  • Viewing your customized Personal Security Image and Caption will assure you that you are using our secure online services website, not a fraudulent, look-alike site. You will then know that it is safe to enter your Password.
  • If your customized Personal Security Image and Caption do not appear, do not enter your Password.
  • Important: Once you have established your customized Personal Security Image and Caption, NEVER enter sensitive information such as your Password unless you first see your customized Personal Security Image and Caption displayed.
How we verify your identity:
  • With this new security feature, we can recognize computers that you have typically used to access your online account(s).
  • If you, or someone else, attempt to access your account(s) from a new or unrecognized computer, or from a computer that you've previously used but asked us not to recognize in the future, you'll be asked to answer a pre-set security question that only you know the answer to before you can continue.
Q: Why am I being asked to set up two additional Security Questions when I update my profile?

A: Setting up these additional security questions enables us to add an additional layer of security. When you, or someone else, attempts to access your account(s) from a new or unrecognized computer, or from a computer that you've previously used but asked us not to recognize in the future, we will present a Security Question that must be answered. By answering this Security Question correctly, we can be sure it's you attempting to access your account(s).

When establishing your Personal Security Image and Caption, you may choose to have us remember your computer and you will generally not have to answer a Security Question when logging in from that computer in the future. However, if you are establishing your Personal Security Image and Caption and/or attempting to access your account from a public computer or one that you do not typically use, or from a computer that you do not want us to recognize in the future, you should NOT choose the "Remember this computer" option. On rare occasions, we may ask you to answer a pre-set, personal Security Question as a security check before we display your Security Image and Caption, even if you're using a computer you have asked us to remember.

Q: How much do these new security features cost?

A: There is no cost to you associated with these new security features.

Q: Where do I enter my Password?

A: With our new security feature, we've moved the Password entry step. Now, to enter your Password, you must first enter your User ID and click "Log-in". You will then be taken to a screen on which your Personal Security Image and Caption will be displayed. Beneath your Image and Caption will be a box in which to enter your Password. Once you've enrolled in our new security feature, do not enter your Password or other personal sensitive information until you see your Personal Security Image and Caption displayed.

Q: How is my account(s) more secure with these new security features?

A: These new security features help ensure that you do not reveal your Password or other personal sensitive information on a fraudulent website. If an unauthorized user attempts to log-in to your account(s), he or she will be asked to identify your Personal Security Image and Caption, which only you should know.

Q: How do I set up these new security features?

A: You will be prompted to enter additional personal information during an upcoming online session. This request for additional information will include choosing your Personal Security Image and Caption, as well as setting up two additional Security Questions to which only you should know the answers. Once this occurs, you and your account(s) will be protected by the added layer of protection.

Q:What keeps someone from stealing my Personal Security Image and Caption?

A: Your Personal Security Image and Caption are displayed only if you log-in from a recognized computer or after you have answered a pre-set, personalized Security Question. An unauthorized user should not have access to your Personal Security Image and Caption. Important: Once you have established your customized Personal Security Image and Caption, NEVER enter sensitive information, such as your Password unless you first see your customized Personal Security Image and Caption displayed. In addition, just as you should not share your User ID or Password with anyone, you should not share your Security Image and Caption with anyone else. Sharing of this information with others can constitute a grant of authority by you for the other person to access your account(s).

Q: Why do I need these new security features?

A: There continue to be reported attempts by criminals to trick people into revealing personal information, such as passwords, by creating fraudulent websites that can closely resemble the sites of legitimate businesses, including ours. Criminals often send emails with links to these fraudulent websites and tell you that you must log-in to your account(s) - this scam is called "phishing". We are committed to helping to protect you and your account(s) from being compromised by fraudsters who may attempt to log in to your account(s) based upon data that they may have obtained through phishing. By ensuring that you always see your Personal Security Image and Caption displayed before being asked to enter your Password, you are assured that you are entering information at our legitimate, secure website.

Q: Can I access my account(s) from multiple computers?

A: Yes. You can access your account(s) from multiple computers. There is no limit to the number of computers you can use to access your account(s). If you log in from a new or unrecognized computer, or from a computer that you've previously used but asked us not to recognize in the future, you will be asked to answer a Security Question before your Personal Security Image and Caption are displayed.

Q: How easy is it to use these new security features?

A: It is very simple to use these new security features. Just use our website as you typically would, but look for your Personal Security Image and Caption before you enter your Password.

Q: I share my computer with someone who has his/her own account(s). Can both of us log-in from this computer?

A: Yes. Multiple account holders can use the same computer to log-in to their individual account(s). There is no limit on the number of individuals that can log-in to our website from the same computer.

Q: Once established, can I change my Personal Security Image and Caption?

A: Yes. You can change your Personal Security Image and Caption at anytime.To make a change, go to the "Security Settings" link after you log-in to your account(s).

Q: I am attempting to log-in from my personal computer, but I do not see my Personal Security Image and Caption. Instead, I am being asked a question. What is happening?

A: If you have deleted all "cookies" on your computer, our website may not recognize you as an authorized user and, therefore, may ask you to answer a pre-chosen personal Security Question. On rare occasions, we may ask you to answer a pre-set personal Security Question as a security check before we display your Security Image and Caption, even if you're using a computer you have asked us to remember.

To ensure that you are at our legitimate website, type our URL directly into the web browser before answering a Security Question or entering your Password. After you answer any pre-set, personal Security Question that is presented to you, you should see your Personal Security Image and Caption above the "Password" field. When your Personal Security Image and Caption appear, you can be confident that you are at our legitimate website and can enter your Password. Important: Once you have established your customized Personal Security Image and Caption, NEVER enter sensitive information, such as your Password, unless you first see your customized Personal Security Image and Caption displayed. In addition, just as you should not share your User ID or Password with anyone, you should not share your Security Image and Caption with anyone else. Sharing of this information with others can constitute a grant of authority by you for others to access your accounts.

Q: Will my Password change with these new security features?

A: No. Your Personal Security Image and Caption, as well as the pre-set, personal Security Questions and answers that you provide, are separate from your Password. Note that you will still be able to update your Password by going to the "Other Services" tab within On-Line Banking.

Q: I already have anti-virus software and a personal firewall. Why do I need these security features?

A: Anti-virus software and personal firewalls provide great protection against viruses and hackers, and should be kept up-to-date. Now you are even better protected with our new security features - these features protect against threats that anti-virus software and a personal firewall do not, such as stolen user names and passwords. Our new security features supplement, but do not replace, your other personal security programs.

Q: Is my personal information still secure?

A: Yes. In fact, your personal information is safer than before because, with our new security features, we are helping to ensure that only you can access your personal information.

Q: If I need assistance establishing my customizable Personal Security Image and Caption, who can I call and when are they available?

A: The Wilmington Trust Client Services Team is available to help you establish your customizable Personal Security Image and Caption. Our Team is available to assist you Monday through Friday, 8:30 AM - 11:00 PM and Saturday 9 AM - 1 PM ET.

Q: What should I do if I see a Personal Security Image that I did not select?

A: For your security, please do not enter your Password. Please immediately call our Client Services Team at 1 (877) 982-5483 to report this issue.

Q: What should I do if I cannot remember the answer I provided to the pre-set security question?

A: Please call our Client Services Team at 1 (877) 982-5483. For your security, you will be asked to select a new pre-set Security Question and a new customizable Personal Security Image and Caption.

Q: Will www.wilmingtontrust.com send me an email or link to a website for account maintenance or other technical issues?

A: No. If your online account(s) must be changed for any reason, a representative from our Online Services Team will get in touch with you personally. Wilmingtontrust.com will never send an email that includes a link taking you directly to a page requesting personal information. The Security Questions and Security Image/Caption are considered personal information and are treated as such.

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