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What if I forgot both my User ID and Password?


If you have forgotten both your User ID and Password, there are two methods to retrieve your User ID and reset your Password:


Using your Security Question and Answer

To retrieve your User ID and reset your Password without a SunTrust Debit Card, perform the following steps:

1

From Sign On Error!, click Forgot your User ID/Password?

Image of step one

2

From Forgot User ID and/or Password, click to select I forgot both my User ID and my Password.

Image of steps two and three

3

Click Next.

4

From Request User ID and Reset Password, click to select Use my SunTrust Security Question to verify my identity.

image of steps four and five

5

Click Request User ID and Reset Password.

6

Within the identification text boxes, enter the requested information.

Image of steps six and seven

7

Click Request User ID and Reset Password.

8

On the Identify confirmed screen, your User ID will display and then within the New Password and Confirm New Password text boxes, enter the new password.

Image of steps eight and nine

9

Click Reset Password.

You will receive a confirmation message that your password has been changed, you can click the Sign on to Online Banking button to return to the sign on page where you can use the retrieved User ID and your new password.

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Using your SunTrust Debit Card

To retrieve your User ID and reset your Password using a SunTrust Debit Card, perform the following steps:

1

From Sign On Error!, click Forgot your User ID/Password?

Image of step one

2

From Forgot User ID and/or Password, click to select I forgot both my User ID and my Password.

Image of steps two and three

3

Click Next.

4

From Request User ID and Reset Password, click to select Use my SunTrust Debit Card to verify my identity.

Image of steps four and five

5

Click Request User ID and Reset Password.

6

Within the identification text boxes, enter the requested information.

Image of steps six and seven

7

Click Request User ID and Reset Password.

8

On the Identify confirmed screen, your User ID will display and then within the New Password and Confirm New Password text boxes, enter the new password.

Image of steps eight and nine

9

Click Reset Password.

You will receive a confirmation message that your password has been changed, you can click the Sign on to Online Banking button to return to the sign on page where you can use the retrieved User ID and your new password.

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If, after following the two methods outlined in this article, you are still unable to access the account, please send an email, visit a Branch Location, or contact a SunTrust Representative at 1-800-382-3232 for further assistance.