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BBVA Compass

Password Reset

Frequently Asked Questions

We’ve collected some of our most frequently asked customer service and technical questions to help you resolve potential problems and get your questions answered as quickly as possible.

General Questions

I forgot my password. Who can help me?

You can reset your password online if you can:

  • Enter an account number for any account you access through Online Banking.
  • Answer one of the three security questions you answered when you set up your personal security settings.
  • Receive e-mail at the primary e-mail address on record for your Online Banking service.

Follow these steps to reset your password:

  • Enter your User ID or Nickname on the BBVA Compass home page.
  • Click the Forgot Your Password? link on the Enter Your Password screen. It's located below the Password box.
  • Enter an Online Banking account number and answer a security question.
  • Check your primary Online Banking e-mail address for a temporary password.
  • Sign on to Online Banking using this temporary password. During that sign on process, you'll create a new password for future sign on.

If you don't remember an account number you access through Online Banking, or if you're unable to correctly answer one of your security questions, you'll need to call us for assistance at the number below.

1-800-273-1057
Monday through Friday:
7 a.m. to 10 p.m. Central Time
Saturday: 8 a.m. to 4 p.m. Central Time

When will my temporary password be e-mailed?

Your temporary password will be e-mailed within 15 minutes.

I reset my password online over 15 minutes ago, but I have not received a temporary password?

Have you changed e-mail addresses? The temporary password was e-mailed to the primary e-mail address on file for your Online Banking service. If you changed your e-mail address and did not update your Online Banking service with your new address, then you won't be able to reset your password online. If you did not change your e-mail address, your e-mail service provider may have placed the e-mail in your Trash or Spam folders. Please call us for assistance at the number below if you did not receive the e-mail.

1-800-273-1057
Monday through Friday:
7 a.m. to 10 p.m. Central Time
Saturday: 8 a.m. to 4 p.m. Central Time

What happens if I incorrectly answer my security question?

You have three attempts to answer the question. If you do not answer it correctly, you will be presented with another of your security questions to answer. If you do not answer that security question correctly, you will not be able to use online password reset and will need to call us for assistance at the number below.

1-800-273-1057
Monday through Friday:
7 a.m. to 10 p.m. Central Time
Saturday: 8 a.m. to 4 p.m. Central Time

Don't remember the answers to your security questions?

You will not be able to use online password reset if you are unable to correctly answer your security questions. You will need to call Online Banking Support for assistance at the number below.

1-800-273-1057
Monday through Friday:
7 a.m. to 10 p.m. Central Time
Saturday: 8 a.m. to 4 p.m. Central Time

What if I don't know one of my Online Banking account numbers?

You will not be able to reset your password online if you cannot enter an account number for one of the accounts you access through Online Banking. Please call Online Banking Support for assistance. Their contact information can be found below.

1-800-273-1057
Monday through Friday:
7 a.m. to 10 p.m. Central Time
Saturday: 8 a.m. to 4 p.m. Central Time

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By Phone 1-800-COMPASS