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To protect your account against unauthorized access, you may be "locked out" if you have attempted to log in to Digital Banking using incorrect login credentials (user name and password) multiple times. The length of time that you are locked out will depend on how many times you have attempted to log in using incorrect credentials. Here is how to regain access to your account:

Resetting your credentials
Most lock-out periods are brief, and after that time period has ended, you can reset your own login credentials in Digital Banking by doing the following:

From a web browser
From a web browser such as Chrome, Firefox or Safari, go to the home page. Go to the blue Login box on the upper right side of the page. Click on Forgot User ID or Password. You will be asked to provide information to retrieve or reset your login credentials. 

In the Mobile App
If you are using the Mobile App, on the Login screen, select Forgot Login. Enter the requested information to retrieve or reset your login credentials.

Please note, that when requesting or resetting your User ID or Password, you will be asked to enter your email or phone number. For security purposes, the email or phone number you enter must match the email or phone number you have provided for your account.

Contacting Client Care
If, after trying the above, you are not able to retrieve or reset your password, or you are not able to wait for the lock-out period to expire, please call Client Care at 1-800-731-2265, Option 3, for login assistance.

We do our best to ensure that you have the right financial solutions to fit your life. While we understand that closing an account may sometimes serve your needs best, we also hope that you will consider talking with one of our helpful experts at a nearby banking center. They may be able to find an account or service that is a better match for what you need. If you are moving, they can show you how to use digital banking services to make deposits and manage your account wherever you are. You also can review many of our account and service options on our website, including our Compare Checking Accounts page.

If you do have a situation in which you need to close your checking or savings account, the following information should help you:

If your account currently has a $0 balance
You may contact our Client Care center at 1-800-731-2265 or visit a nearby banking center. Your request may take 1-2 days to process. You will want to make sure any outstanding checks or debit card purchases have cleared before closing your account.

If you still have money in your account
If your account currently has a balance, we will need a signature from you to close your account, so please visit a nearby Old National.

If you aren’t able to close your account in person, you may be able to send a letter with your request by mail or fax, but additional verification is often needed with this method. We recommend that you contact the location where your account was opened, to check what specific information is required before sending your request. Contact information for each banking center is available on our website locator.

Money sent with Zelle^® is typically available to an enrolled recipient within minutes.¹

If you send money to someone who isn't enrolled with Zelle^®, they will receive a notification prompting them to enroll. After enrollment, the money will be available directly in your recipient's account, typically within minutes.¹

If your payment is pending, we recommend confirming that the person you sent money to has enrolled with Zelle^® and that you entered the correct email address or U.S. mobile phone number.

If you're waiting to receive money, you should check to see if you've received a payment notification via email or text message. If you haven't received a payment notification, we recommend following up with the sender to confirm they entered the correct email address or U.S. mobile phone number.

Still having trouble? Please contact Old National Client Care toll-free at 1-800-731-2265.

¹ Transactions typically occur in minutes when the recipient’s email address or U.S. mobile number is already enrolled with Zelle^®.

Within 5 business days from when we receive your request for information, we will provide you a letter letting you know that we received your request.

Then, within 30 business days after we receive your written request, we will:

• Either provide the information requested
• Or conduct a reasonable search for the information and provide you with a written notice to inform that the information is not available

If the information you requested is not available, we will mail you a letter with details about how you can contact us if you need further assistance.

Please note that if we determine that additional time may be required, we may extend the response period by 15 business days. If this extra time is needed, we will mail you a letter before the end of the 30 business-day research period to let you know. The letter will explain the reasons why the extended review is necessary.

Multi-factor authentication is a security method that verifies your identity from more than one source. If our Digital Banking does not recognize the device you are using to log in, we use multi-factor authentication to verify your identity for the security of your account.

You will receive a verification code by the method you select (phone call, text message or email), that you must then enter to confirm your identity and access Digital Banking. If you choose Yes, register my private device, you will not be required to complete this verification process each time.

There are several common reasons that you may be asked to verify your identity, such as:

• You recently cleared your browser's cookies
• You are using a different browser from the one you used previously
• You knowingly or unknowingly asked to not skip this extra security step
• You are using your browser in private or incognito mode

If you have questions about verification, please call Old National Client Care at 1-800-731-2265.