Forgot ID / Password

If you are unable to login to Internet Banking, there are several methods to resolve your problems. Here are the possible resolutions:

  1. If you type in your UserID and click the “Sign In” button and it takes you to a password screen that does not have your Passmark image that you have selected, you either have not registered that computer with our Internet Banking system or you are typing in an incorrect UserID. Please verify that you are typing in the correct UserID. Also, make sure if you are a non-Business customer, that you are putting your UserID into the “Personal Banking Login” section and hitting the top “Sign In” button. If you are logging in from a new computer or mobile device, you will be asked a Personal Question that you setup at your enrollment. The answer is not case sensitive (will take “New York or new york”), but it must have the same spelling and spacing. If you have forgotten the answers to these personal questions, please Contact David.
  2. If you have forgotten your password, the system will allow you 5 tries to login before it locks you out of the system.
    1. If you try 3 or 4 tries and see a message, in red, of “You have entered an invalid Password. Please try again, you may click on the “Forgot Password” link under the password box here:
    2. If you have been locked out of your account (after 5 invalid password attempts), it will display the message below. You will be asked to provide the last 4 digits of you customer Social Security Number (or the last of your Tax ID number for business customers). Then, it will ask you for one of your account numbers at Franklin Synergy Bank. Once you are done entering this required information, you will need to click on the “Proceed” button.

      It will then e-mail you an activation code and you will be greeted with the screen below. You will need to leave this screen up in your browser while you check your e-mail from another browser window, e-mail program or from your mobile device. Enter the Activation Code you received in the box and click the “Proceed” button again.

    3. If the Activation Code is entered correctly, you will be presented with a screen to change your password to one you will remember.