HomeConnect Enhanced Login Security FAQs

FAQ Index

How does enhanced login security protect me?
Enhanced login security allows Eastern Bank to offer stronger protection against unauthorized attempts to access your Eastern account. With these changes, if someone obtains your User ID and Password and tries logging in from a computer we do not recognize, we will ask them to correctly answer two of the four confirmation questions you established when you activated enhanced login security. 
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Why is enhanced security so important?
The use of fraudulent websites that impersonate legitimate sites so criminals can steal your personal information has grown. The addition of a security image and personal phrase allows you to recognize that you are on the legitimate HomeConnect online banking site, and not some fraudulent website.  This minimizes the likelihood that you will accidentally reveal your User ID and Password to a criminal.
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How does enhanced login security work?
Eastern Bank’s HomeConnect online banking product will ask you to select a security image and assign a personal phrase to it. When you login, we'll show you this image and personal phrase so you know you're accessing the legitimate HomeConnect online banking site, and not some fraudulent site.

In addition, we will check the computer being used to see if it has been registered with us. If we do not recognize the computer being used, we will ask you to answer two of the four confirmation questions you established when you activated enhanced login security. 
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What if somebody learns my security image and personal phrase?
The purpose of the security image and personal phrase is to let you know you're accessing the legitimate HomeConnect online banking site, and not some fraudulent site. The security image and personal phrase are not used to confirm your identity.  A valid User ID and Password, from a registered computer, must be entered before we will provide access to your Eastern account.
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Why do I need to set up confirmation questions?
We use the confirmation questions as an extra layer of security, helping to prevent unauthorized access to your Eastern Bank account. If someone obtains your User ID and Password and tries logging in from a computer we do not recognize, we will ask them to correctly answer two of the four confirmation questions you established when you activated enhanced login security.  Since only you know the answers to your confirmation questions, it is unlikely that a thief will be able to successfully login.
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Can I register more than one computer?
Yes.  You can register any computer that you routinely use to access your Eastern Bank account.

We do not recommend registering public computers (for example, a library or Internet café computer) or computers that you do not frequently use.
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How do you know I am logging in from a registered computer?
When you register a computer, we place a small text file, called a cookie, on your browser.  This cookie does not contain any of your personal information.  When you login to HomeConnect, your browser sends us this cookie, letting us know you are using a registered computer.
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Why am I being asked confirmation questions when I login from my own computer?
You are being asked confirmation questions because Eastern Bank doesn't recognize your computer as being registered. This can happen if you have deleted cookies from your computer.  Once you answer the confirmation questions correctly, you'll be given an opportunity to register your computer again.
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What will happen if I delete the cookies on my computer?
If you deleted the cookies on your computer, you will be asked to answer confirmation questions the next time you login.  Once you answer the confirmation questions correctly, you'll be given an opportunity to register your computer again.
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Can more than one person login from the same computer?
Yes. Multiple people can login from the same computer. After entering their User ID, each person will be presented with their security image and personal phrase. 
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Can I change my security image, personal phrase and confirmation questions?
Yes.  You can change your security image, personal phrase or confirmation questions at any time.
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Can I use my own security image?
No. Eastern Bank does not support the use of custom images at this time. You must choose an image from our image catalog.
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