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User ID Reminder

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 USER ID or Nickname. Who can help me?

You can request a User ID or Nickname reminder online if you can:

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

Follow these steps to request a User ID or Nickname reminder:

  • Click the Forgot Your User ID/Nickname? link on the BBVA Compass home page.  It's located below the Sign On box.
  • Enter an Online Banking account number, your primary Online Banking e-mail address, and answer a security question.
  • Check your primary Online Banking e-mail address for your User ID or Nickname.

If you don't remember an Online Banking account number or your primary Online Banking e-mail address, 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 User ID or Nickname be e-mailed?

Your User ID or Nickname will be e-mailed within 15 minutes.

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 request a User ID or Nickname reminder online and 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

Don't remember the answers to your security questions?

You will not be able to request a User ID or Nickname reminder online 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 use online User ID or Nickname reminder 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

I don't remember my primary e-mail address. What should I do?

You will not be able to use online User ID or Nickname reminder if you are unable to correctly enter your primary e-mail address. You will need to call Online Banking Support for assistance. Please see their contact information 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