Fifth Third Bank

Security FAQs

Fifth Third Bank is committed to your safety and security online. Please read the questions and answers below to learn more.

How does enhanced security work?

When we encounter activity that does not match your typical online behavior, we will seek to verify your identity by asking you security questions with answers that you have provided and/or by phoning you so that we can ensure it is you and not a fraudulent attempt to access your account.

For example: If someone tries to sign in with your user name and password from a computer in a foreign country, we may want to verify that it is really you trying to access your account.

What happens if the system needs to verify my identity?

If any unusual or uncharacteristic behavior is detected, you will most likely be asked to answer several of the security questions that you previously answered. If you answer them correctly, you will immediately continue with the action that you were trying to perform, such as logging in to Internet Banking or adding a payee for a bill payment, for example.

If you are unable to answer the security questions successfully, we may try to verify your identity by phoning you at a number that you specify. During the phone process, you will be prompted to enter a confirmation code to complete the process.

Will I be able to continue if the system is unable to verify me?

No. For your protection, you will be unable to proceed temporarily. Please contact a Fifth Third Bank Customer Service Representative for assistance at 1-800-972-3030, option 6.

What is considered unusual or uncharacteristic behavior?

Uncharacteristic or unusual behavior is anything that does not appear to be consistent with your normal online banking activity or location. It could be that an action being requested does not appear to be something you would normally do, such as sending a very large payment to a new personal payee. Or it could be that an attempt to log in to your account is occurring from another location or country different than your usual login attempts.

How are you able to detect unusual or uncharacteristic behavior?

The security system considers factors such as the type of transactions you ordinarily perform, the computers you typically use to access your account, and the typical security settings for your computer. Hundreds of factors are used to create a unique profile that allows us to make decisions about whether the person conducting a given activity and transaction within your account appears to be really you.

Will this change how I normally bank online?

No. You will continue to log in to Internet Banking as you normally do, but now you will have an extra layer of security working behind the scenes to protect your account. Only in rare cases will you be prompted to answer your security questions or be asked to verify your identity by phone.

What do I need to do to get started?

Over the next several months, we will begin asking our customers to provide information that will help us identify you and strengthen your security, including:

  • Answers to a few security questions that you can choose
  • Phone numbers where you can be reached when banking online
  • Email address to contact you when we need to send you a secure message alert
  • New, stronger Internet Banking password, if necessary

How do I sign up for the added security?

Just wait for your invitation! We will be enrolling our customers over the next few months. When it is your turn, we will prompt you right after you log in to Internet Banking. You will be asked to supply some information during the enrollment process, which should take about 15 minutes or less to complete.

How much will it cost?

There is absolutely no cost associated with the new security enhancements.

How do I know enhanced security is working?

Once you have completed the initial enrollment process, you can have the peace of mind of knowing that the enhanced security system is working automatically for you. That means you are being protected every moment you are online—and more importantly—when you are not.

How will this help prevent online fraud?

If your user name and password are stolen, the unauthorized user would have to be able to answer your security questions correctly before being able to access your account. If the user is not able to provide this information or be reached at the phone numbers you have provided, the activity will be blocked. This added layer of security helps us protect your online account at all times.

I share my computer with someone who has their own account. Can both of us still log in from the same machine?

Yes, you can both use the same computer to log in to your individual accounts. There is no limit on how many people can log into the website from the same computer.

I share a joint bank account. Do I need to create a separate security profile?

Yes. We recommend that each joint owner of an account create a separate profile and security information. If you currently access the same account through separate login IDs, you will both be prompted to enroll separately. If you both access the account using the same user ID and password, we recommend you log in separately using your own ATM card numbers or Social Security numbers so you can create separate profiles.

I already have anti-virus and a personal firewall. Why do I need enhanced Internet Banking security?

Firewalls and antivirus programs are important for protecting against viruses, Trojans, and hackers. This new security feature protects against other kinds of threats, such as a stolen user name and password. It works with your other personal security software, but it does not replace them.

Why do I need to supply a new password?

To help keep you secure, we have made some changes to our Internet Banking password requirements. We are now requiring that all users create a separate Internet Banking password, and that password must be a minimum of 6 characters. If you are using your ATM PIN as your password, or if your current Internet Banking password does not meet the 6-character minimum requirement, you will be asked to create a new password. Please read our Password Security Tips for more information on creating secure passwords.

Why do you need my email address?

Fifth Third Bank communicates with you online through our secure Message Center in Internet Banking. When you receive a new message or notice in Internet Banking, we can send an alert to an email account you specify to let you know when there are new messages for you to read. Also, you can set up additional account-specific alerts to your email address through the Service Center. We will not use your email address for marketing or any other type of solicitation without your consent.

Can I change my security questions after I enroll?

Once you've enrolled, you can visit the Service Center to select and answer new Security questions. Periodically we will ask you to update the questions as well.

My phone number has changed. How can I update my phone number for the security system? Will it automatically update the phone number I have on record at Fifth Third Bank?

The phone numbers we use through the enhanced security system can be updated by accessing the Service Center in Internet Banking. However, this is a separate system from the Bank's records, so you should also visit your local Banking Center or call a Fifth Third Bank Customer Service Representative at 1-800-972-3030 to update your records.

Can I reset my password online?

Once you have enrolled in our enhanced security system, you can conveniently reset your password online.