TrustFactor – FAQs


  • What is TrustFactor App?


TrustFactor App is an authentication application that has replaced the SMS One Time Passwords (OTPs) on our online banking platform (dfcu QuickBanking) for transaction confirmation.

  • When is TrustFactor used?


The application is used by Quick Online, QuickConnect and Quick App Users Only to authenticate and complete transactions.

  • Why TrustFactor?


TrustFactor application is faster, safer and simpler than the One Time Password application that we previously used to approve transactions. The application also addresses the issue of delayed OTPs, Failed OTPs and provides security against Sim Swaps and Phishing among others.

  • How do I get started?


    (1) Download the TrustFactor App from Google Play or Apple Store

(2) Activate your account on TrustFactor via the Quick Banking App or Web

(3) Log into Quick Banking through App or Web and do your banking

(4) Authenticate using TrustFactor

(5) Transaction is completed and proceed to log out

  • Do USSD Users have to activate TrustFactor?


No, TrustFactor is not used to approve transactions on USSD (QuickCode). The normal transaction process will remain for QuickCode.

  • Are there extra charges for using TrustFactor?


No, the service is absolutely free! no extra charges will be incurred for the service.

  • When will I be prompted to authenticate with TrustFactor?


You will be prompted to authenticate all transactions with TrustFactor that previously required an OTP/SMS token for example money transfers, bill payments etc.

  • I received a transaction approval prompt from TrustFactor on my Smartphone, yet I was not making any transaction.


If you receive an approval prompt when you are not in the process of doing a transaction, select "Reject" to protect your account and report the incident immediately to Call Centre that can be reached on 0800 222 000. You are likely being targeted by a cybercriminal.

  • I do not receive approval prompts automatically on my phone when I initiate transactions.


If you are transacting on the mobile App (QuickApp), click the “Open TrustFactor” button to approve the transaction.

If you are transacting using the web (QuickOnline), open the TrustFactor App and approve the transactions under the ‘Authorizations’ menu.

If you are transacting on USSD *240# (QuickCode), your password is enough to complete the transaction.

  • What Smartphone operating systems are supported by TrustFactor?


IOS and Android are currently supported by TrustFactor.  If your device uses a different operating system, please reach us on 0800 222 000 to discuss your options.

  • Can I complete a Transaction Online if I forget my mobile device at home or at work?


If you previously added another Smartphone to authenticate/approve your transactions, you should be able to use that other phone (device) to approve and complete the transaction. If you have never added an additional device, you can use the USSD platform to complete the transaction.

  • What if my mobile device is lost or stolen?


In the event that your device gets lost or is stolen, notify the Bank immediately on 0800 222 000 at that the device is de-associated from your account. You'll be prompted to register another device the next time you access your Quick Banking profile.

  • What if I get a new phone?


Proceed to install and set up the TrustFactor App on the new phone. If you still have the old phone, you can transfer the authorisation rights to the new phone through the following steps;

  1. Open the TrustFactor App on the old phone and access the ‘Profile Manager’ menu

  2. Select the profile you want to share and click ‘Share’

  3. Insert your TrustFactor password

  4. Select ‘Import Profile’ on the new Smartphone (The app will display a QR code on the screen)

  5. Scan the QR code by pointing the camera of the Old phone onto the new Phone’s screen

  6. System will add your new phone

  7. Delete your profile from the old phone if you no longer need the old phone


If you do not have the old phone, reach us on 0800 222 000 to have the old phone de-associated from your account. You'll be prompted to register the new phone the next time you access your Quick Banking profile.

  • How do I execute my transactions if I am traveling?


The TrustFactor App is a perfect solution whenever you travel or need to access your account while out of the country.

With TrustFactor you will be able to execute your transactions any time anywhere if you have an active internet connection. A notification will be sent to your phone to complete the transaction, open the TrustFactor App and proceed to authorise the.

No roaming fees is applicable when using TrustFactor App.

  • I have forgotten my TrustFactor passwords, what do I do?


If you have the recovery code (provided after successfully adding your account to TrustFactor), you can restore your access through the steps below.

  1. Uninstall the TrustFactor App version you have on your Smartphone.

  2. Proceed to reinstall TrustFactor from the Google Play or App Store and set up a new password.

  3. Select the ‘Restore profile’ Option and paste the recovery code in the field provided.

  4. Your profile will be restored, and you can proceed to transact.


 

If you do not have the recovery code, reach us on 0800 222 000 to have your profile reset and follow the steps below.

  1. Uninstall the TrustFactor App version you have on your Smartphone.

  2. Reinstall TrustFactor from the Google Play or App Store and set up a new password.

  3. Log into QuickBanking, you'll be prompted to pair your profile on TrustFactor once again.



  • I have activated my account on TrustFactor, do I keep the TrustFactor App on my phone?


Yes, do not uninstall the TrustFactor App. You shall need it whenever you have to make a QuickBanking transaction.

  • I have more than 1 dfcu account, do I need to have more than 1 phone to transact on Quick Banking?


With TrustFactor, you will be able to approve transactions off all your accounts on the same Smartphone.

  • I have bought a new phone and I no longer want to approve my transactions using the Old phone, how do I do that?


Open the TrustFactor App and delete your profile under the ‘Profile Manager’ menu. All your transaction data will be de-associated from the old phone.

  • Can I change my TrustFactor Password?


Yes, you can. Open the TrustFactor App and select the edit option besides the password line

  • Can I login into TrustFactor using Biometrics?


Yes, you can! To enable biometrics, open the TrustFactor App and enable the biometrics toggle under settings. You will be able to set your primary access option (i.e. between password and Biometrics).

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