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Secure Callback

 

Butterfield has introduced an automated, secure callback system (“Call-To-Verify”) for the authentication of certain transactions initiated by Corporate customers using Butterfield Online. Call-To-Verify replaces the use of the Personal Security Questions that are currently used as part of the login process.
 
During the period April to August 2016, Butterfield Online users will be prompted to register up to two phone numbers to be used by the Call-To-Verify system. When it is time for you to be enrolled, Butterfield Online will alert you during the login process and will provide simple, step-by-step instructions for completing the registration. Following registration, you will no longer need your Personal Security Questions to use Butterfield Online or Butterfield Mobile Banking.
 
After you’ve registered, when you login to Butterfield Online or initiate certain transactions, you may receive a phone call (on one of the phone numbers you registered) asking you to verify your login attempt or transaction. To do so, you will be required to key in a four-digit code that will be displayed on your Butterfield Online screen. If you don’t answer your phone or accurately enter the four-digit code within the allotted time, your login attempt or transaction will be declined.

 

 


FREQUENTLY ASKED QUESTIONS

 


The Call-To-Verify feature, which is used in conjunction with the proactive fraud monitoring services that Butterfield already has in place, is designed to provide enhanced security around online transactions, whilst offering you the convenience of no longer having to answer Personal Security Questions to login.
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After you have registered for the Call-To-Verify service, you will no longer need your Personal Security Questions to login to Butterfield Online.
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Yes. To access your accounts using Butterfield Online, you will continue to login to the service using your current login and password. However, you will no longer need to use your Personal Security Questions as part of the login process.
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Customers will be asked to register for the Call-To-Verify service during the period April to August 2016. Due to the large number of customers who need to have their information registered, we are scheduling registration in phases. When it’s your time to register, the first time you login to Butterfield Online, you will be guided through the simple, one-time set up. You don’t have to do anything differently until then. Once you have registered, the next time you login to Butterfield Online, you may be prompted to authenticate your login or transactions using the Call-To-Verify system.
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Following registration for the service, when you initiate a login process or certain transactions using Butterfield Online, you may be asked to confirm the legitimacy of that login attempt or transaction. The system will ask you which of your registered phone numbers to call you on, and then it will display a unique, four-digit code that you will have to enter into your phone’s keypad to authorise the transaction. You can register up to two phone numbers for use by the Call-To-Verify system. Note that the system will partially mask the phone number (displaying only the phone type and the last four digits) to help protect you from fraud.

If you don’t answer the call, or you don’t successfully key in the code within the allotted time, the login attempt or transaction will be declined. Following a certain number of incorrect code-entry attempts, we will automatically disable your online/mobile banking access and you will have to contact us by calling (345) 949-7055 to reset it.
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You will be able to register two phone numbers in the Call-To-Verify system. They can be landlines or mobile phones. We recommend that you register the phone that you use at the location from which you most often conduct Butterfield Online transactions. If you use a mobile phone for Butterfield Mobile Banking, you should include that number as one of the two phone numbers that you register.

When you first register you will be instructed to provide one phone number only. Once you have logged into your account you can then register the second number from the left hand navigation located under heading ‘Call to Verify’.
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No. The Call-To-Verify system uses sophisticated screening techniques to identify transactions that are considered higher risk or outside your usual pattern of banking. So, if you login from a new location (IP address) that you haven’t used before, for example, Call-To-Verify may ring you to make sure you’re the person who is making the login or transaction request. There are a large number of scenarios that have been identified that will trigger a call to protect you, but generally, paying bills or transferring money to existing beneficiaries from a computer, tablet or phone that you usually use to do your banking with Butterfield won’t trigger a call.
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Butterfield Mobile Banking has a time-out feature, which means that after a certain period of inactivity, your ability to complete transactions will be disabled until you re-enter your username and password, Therefore, if your phone is lost or stolen, even if you have recently used your phone for Butterfield Mobile Banking and neglected to logout, the person who took your phone won’t be able to access your accounts without your login and password. Furthermore, Butterfield Mobile Banking does not allow for the addition of new payment recipients, (beneficiaries must be added using Butterfield Online), which helps to minimise the possibility of funds being transferred to an unauthorised party. It is also good practice to add a password to your phone or tablet to protect all the information (documents, e-mails, photos, etc.) that you have stored on that device.
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Select option 9 via the automated service, hang up and call us immediately on (345) 949 7055 to report it.
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You can submit a request to have your phone numbers updated using the “Call-To-Verify ” option in the left-side Butterfield Online menu after you have logged in. The request to add or replace a phone number for use by the Call-To-Verify system will be reviewed and verified by the Bank in order to protect you. As such, it may take some time before a newly registered phone number is activated.
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Please note that the above information is subject to change without prior notice.
 
 

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