Locked Out of eBranch? How to Get Back In

First, Try Resetting Your Password

If you cannot access eBranch, the best first step is to reset your password from the eBranch login screen.

1. Start from the login screen.
2. Select “Forgot Username or Password?”
3. On the mobile app, you may need to select “Forgot Password”
4. Agree to disclosures
5. Select “Reset my Password”
6. Verify your identity
7. Choose a reset method
8. Enter the verification code
9. Create a new password
10. Once your new password is set, try logging in again.

If You Still Can’t Get In

If resetting your password doesn’t solve the issue, ICCU can help restore access. Start a VideoChat, give us a call, or stop by a branch for help restoring access.

Why You May Be Locked Out of eBranch

There are a few common reasons this can happen. Sometimes eBranch access is temporarily blocked after too many incorrect password attempts, repeated login errors, or unsuccessful transfer attempts. In other cases, a long period of inactivity may require re-registration before access can be restored.

If you were entering the wrong password, resetting it may solve the issue. If the problem happened after repeated browser or app errors, waiting a little while and trying again may help. If you have not logged in for a long time, you may need to register again to restore access.

Common reasons include:

• Too many incorrect password attempts
• Browser or app login errors
• Failed transfer attempts
• Long periods of inactivity that may require re-registration

If you’re not sure which situation applies, that’s okay. Start with a password reset, and if you still can’t get in, ICCU can help you with the next step.

Do You Need to Re-Register?

If you haven’t logged into eBranch for a long time, your profile may have been removed for security reasons. In some cases, members need to register again before access can be restored.

Re-registration may be required after 13 or more months of inactivity. If that applies, use the eBranch registration steps to set up access again.

Having Trouble with Login Verification?

Some login issues may be caused by verification problems rather than a full lockout. If the verification step is not loading or completing, try refreshing the page, checking your internet connection, and disabling any ad blockers on your browser or device.

If the verification screen expires, refresh the page or force close the mobile app and start again. If the issue continues, try using the ICCU Mobile App if you were on desktop, or the desktop site if you were using the app.

Common verification messages may include:

• “Verification is taking longer than expected”
• “An error has occurred. Reference Code: 300030”
• “Failure! Having Trouble?”
• “Expired”

If you still can’t get past verification, contact ICCU for help.