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BBVA Compass

Compass Site ID

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

What is the most important thing I can do to ensure my online banking is secure?

There are some basic guidelines you should always follow:

  1. Be certain your computer environment is secure.
    • Keep your computer up-to-date with the most current security and software patches available, including firewalls.
    • Use personal virus protection as well as spyware protection software.
    • Use a safe and secure computer that no one else can access without your permission.
    • In the Online Banking Service Center, set the automatic timeout interval to the shortest one that fits your needs.
  2. Protect your Nickname or User ID and Password.
    • Keep your Nickname or User ID and password secure. Do not share this information with anyone.
    • Use a password that combines letters and numbers.
    • Change your password on a regular basis. We recommend at least every 60 days, if not more frequently, especially if you use publicly shared computers.
    • Always sign off when you've completed your Online Banking.

What is the Compass Site ID?

Compass Site ID is an online security feature that incorporates some of the latest identification technology available. This layer of security further protects you from identity theft and fraud because it helps us identify that it's you signing on to Online Banking.

You set up your own, personal Site ID because you answer three security questions that can be used to identify you in the future.

You then choose to have Compass Site ID register the computer you're on. That way, we will recognize it as a trusted computer for you in the future.

How does Compass Site ID work?

Compass Site ID breaks the sign-on process into two actions:

  • Only your Nickname or User ID is submitted from the BBVA Compass Home Page.
  • Site ID then verifies that you have designated the computer you are using as a trusted computer.

If we don't recognize the computer you're on, we ask one of your security questions to verify your identity. When you answer correctly, you'll see the Password screen.

How do I sign up for Compass Site ID?

When you sign on to Online Banking, only your Nickname or User ID will be entered on the BBVA Compass home page. You enter your password on the Password screen.

After that, you are prompted to choose three security questions to answer.

What happens if I do not set up the Compass Site ID security?

Site ID setup is required to use Online Banking.

How does Site ID make Online Banking more secure?

BBVA Compass Online Banking knows it is you signing on because we recognize your computer or we ask you a security question to verify your identity.

How does BBVA Compass know that I'm signing in from a registered computer?

BBVA Compass places a secure cookie on each computer you ask us to register. The cookie contains a randomly generated, unique number used as an identifier for that computer. When you sign on after that, BBVA Compass reads this cookie, which lets us know that you're using a trusted computer. Compass Site ID can also use Macromedia Flash Objects to identify your computer in case we can't identify your cookies.

Make sure you have Adobe® Flash® Player version 6.0 or higher installed to enable Compass Site ID to remember your computer.

How do I determine a "trusted" computer for registration?

Your most trusted computer is your own computer, located in your personal environment. We encourage you to think twice before you sign on from a computer you do not own, particularly computers accessed in public places, such as an Internet café, a library or your work computer. If you do this, as soon as you return to your personal computer, you should change your password.

Make sure you have Adobe® Flash® Player version 6.0 or higher installed to enable Compass Site ID to remember your computer.

How does Compass Site ID prevent an unauthorized person from accessing my account?

When someone tries to sign on from a computer we don't recognize, we'll ask one of your security questions. Because an unauthorized person should not know the answer, they will not be presented the Password screen and will not be able to sign on to your account.

How do security questions and answers make Online Bankig more secure?

These questions and answers add another layer of security to online banking. That way, even if someone has stolen your Nickname or User ID and Password, they won't know the answer to the secret questions. Any time someone signs on from a computer that we don't recognize (for example, you sign on from work one day instead of from your home computer), we'll ask a security question to verify that it's really you.

Is there a fee for using Compass Site ID?

Compass Site ID is free. At BBVA Compass, your privacy and protection are important to us. That's why Online Banking requires Compass Site ID, incorporating some of the latest identification technology available, and we provide it to you with no fee.

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Access Questions

Can I register multiple computers for trusted access with Site ID?

Yes, you can register multiple computers for trusted access with the same Site ID image and phrase. Any time you attempt to sign on from a computer that you haven't already registered, you must answer one of your security questions to verify that it's you. Once you answer the question correctly, we will ask if you would like to register that computer for future access. If you answer "yes," we will register that computer as a "trusted" computer and you will not need to answer a security question when you use that computer again.

Can more than one user register the same computer with Site ID?

Yes. There's no limit to how many people can register and sign on to Online Banking from the same computer. You each set up your own security questions. Since Online Banking only allows unique Nicknames and User IDs, the Nickname or User ID entered on the BBVA Compass home page prompts the Compass Site ID system to display the questions associated with that Nickname or User ID. Each computer will recognize only one Compass Site ID at a time. Additional users will be prompted with a security questions each time they sign on.

I access Online Banking through Microsoft® Money, Quicken®, or QuickBooks®, is Site ID required with these financial software programs?

No. Financial software products (Money, Quicken, QuickBooks) are not as susceptible to certain fraud attacks common in the online banking space, such as phishing. Compass Site ID is designed to protect browser-based applications against these types of security threats. The financial software products reside locally on your computer and handle strong encryption via communication between the software and our servers, which provides additional protection for your online banking from Internet attacks.

I access Online Banking through my Web browser and through financial software. How does Site ID impact me?

Compass Site ID is not required for online banking through financial software, so there is no interruption to your Online Banking access through Microsoft® Money, Quicken® or QuickBooks®. However, Compass Site ID is required for Online Banking through your Web browser.

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Cookies and Flash Objects

Does Site ID use cookies to recognize my computer?

Yes. One of the ways we recognize you is by placing a cookie on each computer you ask us to register. The cookie contains a randomly generated, unique number used as an identifier for that computer. When you sign on after that, BBVA Compass reads this cookie, which lets us know that you're using a trusted computer. The cookie does not contain any personal information.

What is a cookie?

A cookie is a small piece of information the BBVA Compass Web site stores in your computer's Web browser. The cookie contains a randomly generated, unique number used as an identifier for that computer. When you sign on to Online Banking from that computer, BBVA Compass reads that cookie, which lets us know you're accessing Online Banking from a trusted computer. Only the BBVA Compass Web site can read this cookie. It does not contain any information that would enable anyone to contact you via telephone, e-mail, or U.S. mail.

Can I use Online Banking if I disable cookie on my computer?

Yes. But you may need to answer one of your security questions each time you sign on. A security question is always required if BBVA Compass does not recognize the computer you are using.

Does Compass Site ID use Flash Objects?

Yes. If Adobe Flash is installed on your computer, we will use Adobe Flash Objects to identify your computer in the event that we can't identify your cookies.

What is a Flash Object?

Adobe Flash Objects store data on your computer similar to the way that cookies do. If you have Adobe Flash installed, Compass Site ID can use Flash Objects to recognize your computer in the event that you erase all your cookies. That way, even if we can't identify you by your cookies, we can identify you as a valid user without asking you one of your Compass Site ID security questions.

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Changes and Recovery

Can I change my Compass Site ID security questions and answers?

Yes. You can change your security questions and answers at any time.

  1. Sign on to Online Banking and go to the Service Center tab.
  2. You'll see Change Security Settings in the left column of the Service Center screen.
  3. Click on this link to submit answers to different security questions.

Am I required to change my Compass Site ID security questions?

No. BBVA Compass will never ask you to change your Compass Site ID information, and we will never change it for you.

Will BBVA Compass ever change my Compass Site ID?

No. BBVA Compass will never ask you to change your Compass Site ID information, and BBVA Compass will never change it for you.

Does Compass Site ID affect my current password?

No. The three security answers you provide are separate from your Online Banking password.

What happens if someone steals my password?

If you know or suspect your password has been stolen, you should change it immediately. Sign on to Online Banking, click the Service Center tab, and select the Change Password link. For further protection, we recommend you change your password at least every 60 days, if not more often.

Compass Site ID offers protection when someone steals your password and tries to sign on to your account from an unregistered computer. Every time a sign-on attempt is made from a computer we don't recognize, we will ask the user to answer a security question. Since you are the only one who knows the answer, the identity thief will not be able to answer correctly, and thus won't be able to sign on.

Why am I being asked a security question when I try to sign on?

Because you are trying to sign on from a computer we don't recognize. We are asking this question to help verify that it's you signing on. When you answer the question correctly, we'll present you with the Password screen.

What happens if I forget the answer to my security questions?

You will need to contact Online Banking Support:

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

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Get Started

By Phone 1-800-COMPASS