Online Banking FAQs

I forgot my Online Banking password. How do I reset it? 1. First, go to the Online Banking log in page
2. Then, click on the "Forgot your password" link, and follow the prompts to enter your user name and the last four digits of your Social Security number.
3. Next, we need to make sure it's really you making this request to change your password. To do that, we will send you a one-time security code to your phone. To do this, you will be prompted to confirm your phone number to receive a text message or call from us. If you have not yet set up your phone to receive single-use security codes, we will verify your identity with security questions.
4. Then follow the steps in "Here's how to login with your single-use security code steps."

How do I set up single-use security codes?

From time to time, we may need to verify your identity through your phone to allow you to access your accounts. For example, if you forgot your password, or would like to change it, we would need to verify that it is you making this request. We will send you a single-use security code to verify it's you logging into your accounts.

Here's how to activate and set up your phone to receive the security code either by a text message or a phone call:

1. When prompted, enter your phone number and you'll receive a confirmation message within a minute or so.
2. You'll then receive a second text from us with a 6-digit security code in the body of the message. From this second text, get the code and enter it in the "Security Code" box. NOTE: If you received it via text message, ignore the 5-digit number of the sender.
3. Once your phone is confirmed, you can set up a second phone number as a backup. Just select "Security Set-Up: Add a phone" and follow the same steps. To skip, click "Maybe Later."
4. Last, confirm your e-mail address. Click "Submit & Finish," if your e-mail is correct. Select "New E-mail Address" to update it.
5. Click "Continue" to complete set up.

Watch a demo

Here's how to log in with your single-use security code:

To receive a single-use security code via text or phone call to verify it's you logging into your accounts, follow these steps:

When prompted, select either "Call Me" or "Text Me."
For "Call Me"

• You'll receive a phone call from us with your 6-digit code.
• Enter the 6-digit code into the Online Banking login screen.
• Ask us to resend the code, as needed.

For "Text Me"

• You'll receive a text message from us with your 6-digit code.
• Enter the 6-digit code into the Online Banking login screen. Be sure to ignore the 5-digit number of the sender.
• Ask us to resend the code, as needed.

If now is not a good time to set up single-use security codes, simply click "Not Now" at login. We'll remind you each time you bank online, but you have a few weeks to enroll.

Do I have to set up my single-use security code?

If now is not a good time to setup single-use security codes, simply click "Not Now" at login. We'll remind you each time you bank online, but you have a few weeks to enroll. Eventually, this experience will be a required security feature for all Customers. Remember, once you start enrollment you'll be required to complete the process. Questions? Just let us know.

What if I don't receive the text message with my code?

Here are a few steps to try, if you don't receive the text message.

• Use "Resend Code" to give it another try
• Request Security Code via Phone call
• Try an alternative number, if you have one registered
• Contact your cell phone carrier to be sure the code is not blocked

If the issue persists, it could be that you may be unable to receive short code via text due to "short code block" on your mobile device. It's easy to diagnose on your phone, even if you're currently getting SMS from friends and family.

• Send a text to our TD Short Code (72585) that says "HELP"

If the message cannot be sent, then it's likely that short codes are blocked on your phone.

To remove the block, you will have to call your cell phone service carrier. Ask them to have Common Short Code Blocking turned off.

IMPORTANT: Make sure your carrier does not turn off Premium Short Code Blocking. If they do, you could incur charges and continue to be unable to receive single-use security codes from Online Banking. You only want Common Short Code Blocking turned off.

How do I change the settings for my single-use security codes? 1) Logging in from your desktop/laptop browser:
   a) Select your name in top right of screen
   b) Click on "Update Personal Settings"
   c) Then "Update Security Settings" to edit:

   
• Phone number and/or e-mail
   
• Note the option to get a security code at every login (you control this setting)

2) From within the Mobile Banking App:
   a) Settings / Update Security Settings
   b) Edit phone and/or e-mail, as needed
   c) Choose if you prefer to get a security code at every login

I'm a Cross Border Customer. How do I get assistance?

Whether you're located in the U.S. or Canada, you can get help 24/7 by calling 1-877-700-2913. (Press 1 for English or 2 for French.)

What should I do to access Send Money with Zelle^®?

To continue to use Send Money with Zelle with TD Bank Online Banking or mobile app, you will need to verify your identity with your Social Security number.

Send Money with Zelle through TD Bank requires a Social Security number to verify your identity.¹ To add this information to your account, please visit your nearest branch to confirm your identity in-person, and add your Social Security number to your account. If you don't have a Social Security number but would like to continue using Zelle, you can download the Zelle app from your mobile app store and continue using the service with the same e-mail or phone number.

If you are a customer without a Social Security number, or a cross-border banking customer without a Social Security number, you must contact our TD Call Center to cancel any scheduled or reoccurring transfers you had set-up prior to February 2018.