What's blocking you from logging in
You cannot access your checking account online for one of five reasons: your password is wrong, your account is locked, your bank's system is down, your browser or device has a problem, or the bank has flagged suspicious activity and frozen access temporarily.
The first thing to do is try logging in from a different device — a phone instead of a computer, or a computer instead of a phone. If you can log in from the other device, the problem is your original device or browser, not your account. If you cannot log in from any device, move to the next step.
Go to your bank's website directly by typing the address into your browser yourself, rather than clicking a link in an email or text. Some phishing attempts look like login pages. If the website itself is down, you will see an error message from your bank saying so, or you can call the bank's customer service line to confirm.
Key Takeaways
- Try logging in from a different device first — if that works, the problem is your original device, not your account.
- Go directly to your bank's website by typing the address yourself, not by clicking links in emails or texts.
- If you see a message saying your account is locked, call your bank when ready; do not try to log in again.
- Your bank may freeze your account temporarily if it detects unusual activity, and you will need to verify your identity by phone to unlock it.
- Most banks let you reset your password through the login page without calling, but some require a phone call for security reasons.
Password reset when you remember your password
If you remember your password but it is not working, your bank's login page usually has a "Forgot password?" or "Reset password" link. Click it. You will be asked to verify your identity — typically by answering security questions you set up when you opened the account, or by entering a code sent to your phone or email.
After you verify your identity, the bank will let you create a new password. Most banks require passwords to be at least 8 characters and include uppercase letters, numbers, and symbols. Write down your new password somewhere safe, or use a password manager like Bitwarden or 1Password that stores passwords encrypted on your device.
Once you have reset your password, try logging in again from the same device. If you still cannot log in, call your bank's customer service number on the back of your debit card or on your monthly statement.
Account locked or frozen after failed login attempts
If you tried to log in several times with the wrong password, your bank may have locked your account temporarily to prevent someone else from guessing your password. You will usually see a message saying "Account locked" or "Too many login attempts." Do not try to log in again — each attempt may extend the lockout.
Call your bank's customer service number when ready. Have your Social Security number, date of birth, and the last four digits of your account number ready. The bank will verify your identity over the phone and unlock your account. This usually takes a few minutes.
Some banks unlock accounts automatically after 24 hours if you do not try to log in again during that time. But calling is faster. Once your account is unlocked, you can reset your password using the steps above.
Suspicious activity freeze and identity verification
If your bank detected unusual activity — a login from a new location, a large withdrawal, or a transaction that does not match your normal pattern — it may have frozen your account and blocked online access as a security measure. You will usually see a message asking you to call the bank or verify your identity.
Call the number on the back of your debit card or on your statement. Do not call a number from an email or text, even if it looks official. The bank will ask you to confirm recent transactions and verify your identity by answering security questions or providing information from your account. This process usually takes 10 to 15 minutes.
Once you have verified your identity, the bank will unlock your account and restore online access. You may be asked to set a new password. If the bank suspects fraud, it may issue you a new debit card and close your current one, but your account itself will remain open.
Browser and device problems that block login
If you can log in from a different device but not from your original one, the problem is your browser or device settings, not your account. Clear your browser's cache and cookies — these are files your browser stores from websites you visit. In Chrome, go to Settings, then Privacy and Security, then Clear Browsing Data. Select "All time" and check Cookies and Cached Images, then click Clear Data.
Try logging in again. If that does not work, try a different browser — if you normally use Chrome, try Firefox or Safari. If you can log in with a different browser, your original browser has a problem and you can continue using the new one, or reinstall your original browser.
On a phone or tablet, try logging out of the bank's app completely, then closing the app and reopening it. If that does not work, delete the app and reinstall it from the App Store or Google Play. Log in with your username and password after reinstalling.
Two-factor authentication problems
Many banks require two-factor authentication — after you enter your password, you must also enter a code sent to your phone by text or generated by an authentication app. If you enter your password correctly but cannot complete the second step, the problem is usually that you do not have access to the phone number or email address the bank has on file.
If you changed your phone number recently and did not update it with the bank, you will not receive the code. Call your bank's customer service number from any phone and tell them you changed your phone number. They will update your account and send a new code to your new number, or they will verify your identity another way and let you log in without the code this time.
If you use an authentication app like Google Authenticator and lost access to your phone, call the bank when ready. Have your account number and Social Security number ready. The bank can disable the app requirement temporarily and let you log in, then help you set up the app on a new phone.
When your bank's system is actually down
Banks perform maintenance on their online systems, usually at night or on weekends. During maintenance, you cannot log in, and you will see a message saying the system is temporarily unavailable. This is normal and usually lasts a few hours.
Check your bank's website or social media accounts to see if they have posted a maintenance notice. You can also call customer service to confirm the system is down. If the system has been down for more than a few hours, or if you see an error message that does not mention maintenance, call the bank to report the problem.
While the system is down, you can still use your debit card, withdraw cash from ATMs, and call customer service to check your balance. You cannot view your account online or make transfers until the system is back up.
Frequently Asked Questions
What should I do if I see a message saying my account is compromised?
Call your bank when ready from the number on your debit card or statement. Do not click any links in the message. The bank will walk you through verifying your identity and checking for unauthorized transactions. If fraud occurred, the bank will issue a new debit card and may temporarily block your account while it investigates.
Can I log in to my account on the bank's mobile app if the website is down?
Sometimes. The app and website use different systems, so one can be down while the other works. Try the app if the website is not working. If both are down, the bank's entire online system is under maintenance or experiencing a problem, and you will need to call customer service.
How long does it take to reset my password?
If you use the "Forgot password" link on the login page and verify your identity through security questions or a code sent to your phone, you can reset your password and log back in within 5 to 10 minutes. If you need to call the bank, it usually takes 10 to 15 minutes.
What if I never set up security questions when I opened my account?
Call your bank's customer service number. The bank can verify your identity using other information — your Social Security number, date of birth, recent transactions, or answers to questions about your account history. Once verified, they can help you reset your password or set up security questions for future use.
Is it safe to use the same password for my bank account as I use for other websites?
No. If another website is hacked and your password is stolen, someone could use that same password to access your bank account. Use a unique password for your bank account. A password manager stores different passwords for each site so you only have to remember one master password.