ONLINE SERVICES FAQS

Wachovia uses different pieces of information to properly identify you and validate access to your accounts through our Web-based online services. You may login using your User ID and Password. If either of these identifiers is incorrect, you will not be able to access your accounts. 

We no longer support having the access codes of Customer Access Number, Codeword, and PIN. If you have not already switched to a User ID and Password, please call us at (800) 950-2296, 24 hours a day, seven days a week, so that we may assist you.

To log in, you will need your personal access codes. Your access codes consist of a User ID and Password.

Simply login to Online Banking from the wachovia.com home page. On the My Accounts page, select Change Password in the Customer Service box on the right-hand side of the page, and follow the instructions to change your Password.

Here are some helpful tips for creating your Password:

• Your Password must have seven (7) to 20 characters.
• It must include at least one letter and one number, and no spaces.
• It will be case sensitive.
• It can contain any special character, (such as: $,@, %), except for a semi-colon (;).
• Your Password cannot be the same as your User ID.

You cannot change your User ID once it is established.

The questions and answers are used to help you access Online Services, in case you ever forget your Password.

1. If you would like to change your Secret Questions and Secret Answers, go to the wachovia.com home page and enter your User ID and Password to log into Online Banking. 
2. Once logged in, select the Customer Service tab.  Then click on Change Secret Questions/Secret Answers under the My Profile section. 
3. Click the “Question” drop-down list in each of the three sections to change your questions, or if you prefer, you can click on Create Your Own to create your own questions and answers. 
4. Enter an answer for each question.  

Here are some tips to use when selecting your Secret Questions and Answers: 

Secret Questions:

• May contain spaces
• Must be at least four (4) characters in length
• Cannot be greater than 125 characters in length
• May contain letters and numbers
• May contain special characters such as @,%,$
• May be similar to other questions, but not identical
• Upper and lower case are recognized
• Cannot include the words “password”, “passwd”, or “pwd”

Secret Answers:

• Cannot begin with spaces
• Cannot contain multiple spaces between words
• Must be at least four (4) characters in length
• Cannot be greater than 75 characters in length
• May contain letters and numbers
• May contain special characters such as @, $, %
• Cannot be identical to other answers
• Can be upper or lower case
• Cannot contain words that are imbedded within the corresponding question

Current Online Banking customers can easily reset their forgotten Password online. Just follow these simple steps:

1. From the wachovia.com home page, select User ID and Password Help.
2. On the User ID & Password Help page, select Reset your Password?
3. Enter your User ID, account number, Check Card/ATM Card number, and your Check Card/ATM Card PIN and click Next.
4. Enter your new password and click next for a confirmation of your change.

If you have any questions or need assistance, call us at (800) 950-2296, 24 hours a day, seven days a week.

If you have forgotten your user ID, just follow these simple steps to retrieve it.

1. From the wachovia.com home page, select User ID & Password Help, located just below the login boxes on the left side of the page. 
2. On the User ID & Password Help page, select Forgot Your User ID.
3. On the Retrieve User ID page, please enter your account number, Check Card/ATM Card number, and your Check Card/ATM Card PIN.
4. Click Next and your User ID will be displayed.

If you have any problems or need assistance, please call us at (800) 950-2296, 24 hours a day, seven days a week.

If you check the “Remember my User ID” box, your User ID is securely saved on your computer so you don’t have to type it each time you log in.

Three things to keep in mind:

• You will need to remember your Password in the future. The computer only saves the User ID.
• The User ID is only remembered on the computer you are using. If you checked the “Remember my User ID” box on a public computer, you may wish to uncheck the box, sign in again, and then sign off so your User ID will not be remembered on a computer used by the public.
• In the future when you sign on, your computer will only display a portion of your User ID; the rest will be hidden with asterisks for security purposes. For example, if your User ID is 1a2b3c4d5, it appears as 1a2b*****.