View a demo of how to login for the first time with the new AccountLock™ System using Internet Explorer or using Firefox. Pop-ups must be allowed for this site to view the demo. Read the FAQ.

Have you noticed that your password is no longer entered during the first part of the eTeller login process? With fraud continuing to rise, we are ensuring that all of our online services keep you more protected than ever. The Login process for eTeller, WestStar's online banking, has been enhanced to incorporate more secure authentication measures. These multiple layers of protection are to prevent unauthorized access to your accounts. These verification processes will incorporate information that only you know.

For new eTeller users, upon your first login, you will be prompted to answer challenge questions that we will use to verify you on future logins. You will also be asked to select a password prompt hint and answer for automated password retreival, should you forget your password in the future. Forgotten passwords are sent to the email address we have on file. After your password has been correctly entered, you will be provided the option of authorizing the computer. We recommend that you only authorize computers that you use regularly and trust, such as your home or work PCs.

For current eTeller users, if you do not have an email address and/or password prompt hint and answer on file, you will be asked to provide these for automated password retrieval. After your password has been correctly entered, you will be provided the option of authorizing the computer. We recommend that you only authorize computers that you use regularly and trust, such as your home or work PCs.

Challenge questions, password prompt hint & answer, email address, and passwords are all available to you in User Options for changes when logged in to eTeller.

Frequently Asked Questions - back to top
AccountLock™ is a new eTeller online banking feature that increases security for members who access their WestStar account(s) via the Internet. Below you will find frequently asked questions about this new feature.

What is AccountLockTM?
How does AccountLockTM work?
Do I have to use AccountLock™?
Why am I asked to name my device?
What are the rules for naming my devices?
Does AccountLock™ require me to install any software?
Can I access my accounts from multiple devices?
Can two people log in from the same device?
Can a primary and a joint access the same account?
Can I change my Challenge Questions/Answers?
What if I forget the answers to my Challenge Questions?

What is AccountLock™? - FAQ list
AccountLock™ provides additional layers of eTeller security to help prevent online fraud.

How does AccountLock™ work? - FAQ list
Existing eTeller users have already been prompted to answer a minimum of 5 challenge questions. New users will be prompted on their first sign-on. When signing on to eTeller from a device (computer) for the first time you will be prompted to answer a challenge question to confirm your identity. You must answer these questions exactly as you did when you set them up. You can then choose to authorize the device on a one-time or a permanent basis. Device authorization is per account. If you permanently authorized a device, you will no longer be required to answer a security question on that device for the account it has been authorized on. If you access another account from that device, or if you access that account from a new device, you must go through the same process. A future enhancement to AccountLock™ will allow you to remove permanently authorized devices.

Do I have to use AccountLock™? - FAQ list
Yes. We require AccountLock™ to log in to eTeller. You can not opt-out of using this security feature. Remember, this has been put in place to help protect you against online theft.

Why am I asked to name my device? - FAQ list
When you permanently authorize a device you will be shown that device name at future logins. This is called two way authentication and is provided to show you that you are, in fact, logging into to WestStar's eTeller and not a fraudulent replica. If you know you have already authorized the device for the account that you are logging into and do not see the correct device name, do not proceed to login - contact WestStar immediately.

What are the rules for naming my devices? - FAQ list
The device name can be up to 255 characters. You may use numbers, letters, most symbols and spaces. Avoid using <,>, &, =, ? and +. Try to be descriptive so that a fraudster cannot easily try to fool you with a simple name such as "Home". You cannot name two devices the same thing for the same account. For example, if you have two home computers, you cannot name them both "My Home Computer".

Does AccountLock™ require me to install any software? - FAQ list
Yes.
Users of Microsoft Internet Explorer will be prompted to install an ActiveX control from iovation, Inc. For the highest level of security, we strongly recommend you install this control. You may also be prompted to install the latest version of Adobe Flash Player. This install is also highly recommended. You can find detailed installation instructions here.

Users of Firefox may be prompted to install the latest version of the Adobe Flash Player plugin. For the highest level of security, we strongly recommend you install this plugin. You can find detailed installation instructions here.

Can I access my accounts from multiple devices? - FAQ list
Yes. There is no limit to the number of devices that you can log in to eTeller with. If you have not already permanently authorized a particular device, you will be asked a challenge question upon login. Most users usually access there account(s) from one or two devices; these are the devices you should permanently authorize. If you expect to only access your account from a device just one time (i.e. at a family member's home), you should select a one-time authorization. We recommend that you only permanently authorize a device if you are confident that the device is secure.

Can two people log in from the same device? - FAQ list
Yes. There is no limit to the number of people that can log in to eTeller from the same device. Each account holder will have the opportunity to authorize the device permanently or one-time. Authorizations are on a per account basis, so if you permanently authorize a device for one account, it will not be automatically authorized for any other accounts.

Can a primary and a joint access the same account? - FAQ list
Yes. There is only one set of challenge questions per account, therefore, it is very important that if both members must log into the account, both must also know the answers to the challenge questions.

Can I change my Challenge Questions/Answers? - FAQ list
Yes. Once you have successfully logged into eTeller simply click on <User Options> and select <Challenge Questions>. You can then change your answers and select <continue> to apply your changes. You are required to have at least 5 questions answered.

What if I forget the answers to my Challenge Questions? - FAQ list
You will get three opportunities to provide the correct answer to your challenge question. For your protection, once your account has exceeded three attempts, the system will block access to eTeller. To have your challenge questions reset, please complete this form .

Other questions or comments? Please contact us at eservices@weststar.org.

AccountLock™ is a trademark of iovation, inc.