Enhanced Login Process - FAQs

The Enhanced Login Process is a security enhancement that will further protect your online account from unauthorized access and fraud. It uses personal security questions and a personal security image to help us verify your identity, while letting you know you are accessing a legitimate Standard Life website.

The Enhanced Login Process was introduced as part of our upgrade to provide additional security to access your online account.

The first time you log in using the new platform, you will be prompted to set up personal security questions and answers, and choose a personal security image. Once the setup is complete, the selected image and questions will be associated with your online account. On subsequent log-ins, you will be prompted to answer one of your personal security questions if you are attempting to access your online account through a computer that you have not previously identified/registered with Standard Life. This personal security question will help us verify your identity.

If you answer your personal security question correctly, your personal security image will be displayed when you are prompted for your password. The display of your personal security image will let you know you are accessing your online account through a legitimate Standard Life website. This feature protects you from fraudulent practices.

Note:
Any attempt to access your online account from a computer we do not recognize will be blocked unless you answer one of your personal security questions correctly. If you register your computer by selecting the option “Don’t ask next time I connect from this computer (register this computer)”, you do not have to answer a personal security question every time you log in to your online account.

Simply follow the on-screen instructions to guide you through the setup process. You will be able to:

• Set up your personal security questions and answers
• Choose your personal security image
• Identify/Register your current computer

Important:
Standard Life will never ask you to divulge personal information, such as your password, personal security questions and answers, or account information by email, telephone or fax.

No. You will only have to set up your Enhanced Login Process once. However, upon future logins, we may need to verify your identity.

A personal security image is an image you select during your setup process. This is the image we display when you log in. This image lets you know that you are logging in to a legitimate Standard Life website. You can change your personal security image at any time.

Personal security questions are a series of questions you select, with corresponding answers that you provide during your setup process. This is an extra level of authentication we use to verify your identity. You can change your personal security questions at any time.

If you log in from a particular computer on a regular basis, our system can remember you. You will therefore not be required to answer a personal security question to verify your identity in future logins.

With the Enhanced Login Process you can now reset your password online. To reset your password, simply follow these 2 steps:

Step 1: Verify your identity.
To reset your password, you must successfully indicate the email address we have on file and answer your personal security questions.

Step 2: Choose a new password.
You will then be prompted to choose a new password. An email confirmation will be sent to the address we have on file.

Note:
If you are unable to successfully reset your password, please contact us to speak to a Customer Service Representative.

Your online account will be locked if you have 3 failed login attempts in one session. This can happen if you answer a personal security question incorrectly, provide the wrong User ID or the wrong password on 3 consecutive attempts.

If your online account has been locked, please contact us to speak to a Customer Service Representative.