Login help & FAQs
Login issue fixes.
-
If this is your first time logging in, select Set up a username and password on our web or app login screen to get started.
If you’ve already set up login credentials, you can use them to log in to www.ally.com on your desktop or phone, or into our app, after downloading it from the Apple App Store (for iPhone) or Google Play Store (for Android).
-
There are a few reasons why you might be having login issues.
You forgot your username or password.
Hey, it happens. Select forgot username or forgot password on our login screen, answer a few questions, and we’ll help you out. You’ll also have the opportunity to change your password.Your account’s been locked.
This happens if you enter an incorrect password five times in a row. Select forgot password on our login screen, and we’ll help you set up a new password you can use to log in.Fingerprint or Face ID biometric logins aren’t working with the app.
Try resetting biometrics in our app. Log in manually with your username and password, select Profile, then Login Security. Find the toggle switch for the face or fingerprint recognition method you’re using, switch the toggle off, then switch it back on again.We also recommend using the latest version of our app, and making sure your phone’s running the most recent operating system.
Also, keep in mind:
-
As a security measure, we don’t allow VPN logins.
We recommend logging in from a secure, private WiFi network, as it helps us keep everyone’s data safe. -
To protect your identity, we won’t send security codes to Voice over Internet Protocol (VoiP) phone numbers.
VoiP numbers like Google Voice™ connect a phone number to an IP address instead of to an actual phone. Make sure the number you’re asking us to send your security code to belongs to a specific phone in your possession.
-
-
Try entering your username and password manually, instead of using your password manager’s autofill. If this works, it probably means your username, password, or both, were saved incorrectly in your password manager. Check your password manager and update your info, if needed.
Also, make sure your password manager is synced across the web and all your mobile devices. If it’s not, an outdated password might be autofilling in the browsers or on the devices that didn’t receive your latest updates.
Keep in mind: if you use multiple tools to manage passwords, you’ll need to make sure you update all of them to avoid login issues.
-
Usually it’s because you’re using a browser we don’t recognize. If you’re using Incognito mode or some other form of private web browsing, you may be asked to confirm your logins with multi-factor authentication (MFA) each time, as this type of browsing blocks cookies that identify browsers as frequently used, or safe.
If you want your web logins to be questioned less frequently, try turning off private browsing before logging in.
-
While VPNs can be useful, anti-fraud protection comes first. That’s why Ally and many other financial firms don’t allow VPN login. To access your profile, we recommend waiting until you can move off of VPN and use a secure, private WiFi network.
-
If biometric logins like face or fingerprint recognition aren’t working, we recommend resetting them in our app. Log in manually with your username and password, select Profile, then Login Security. Find the toggle switch for the face or fingerprint recognition method you’re using, switch the toggle off, then switch it back on again.
Keep in mind: if you haven’t set up face or fingerprint recognition in your phone’s Settings, the toggles won’t show up on the Login Security screen in our App.
We also recommend making sure your software’s up to date. Get the latest version of our app at the Apple App Store or Google Play Store.
Finally, make sure your phone’s running the most recent operating system — you can check this in your phone’s Settings.
-
You can set up your Ally login credentials by enrolling online for a Bank, Invest or Auto joint account.
-
This happens if you enter an incorrect password five times in a row. Select forgot password on our login page, enter your last name and user name, then select Create a new password. Once your new password’s been created, use it to log in.
-
Hey, it happens. Select forgot username or forgot password on our login screen, answer a few questions, and we’ll help you out. You’ll also have the opportunity to change your password.
If you ever want to change your username or password after you’ve logged in, select Profile and Settings on your Snapshot, then select Profile and Settings from the dropdown menu. Then select username or password and make your changes.
On our app, tap Profile, then Login Security, then Password. Keep in mind: after you’ve logged in, you can’t change your username on our app.
Switching over from our Auto app.
-
Long story short: it has to do with your phone number not switching over correctly from app to app.
You can reset or change the phone number your security codes go to, but, for your protection, you need to be logged in to do it. If you can’t log in because you’re not getting your security code, give us a call anytime at 1-877-247-2559 . We’re happy to help.
After logging in, you can change where we deliver you security codes by selecting Profile and Settings, then Profile and Settings from the dropdown menu. Select Login Security to manage your security code delivery options.
On our app, log in, tap Profile, then Login Security.
-
If you’re trying to set up a new username and password on our Ally app and you’re not able to complete enrolling, it’s more than likely because some of the data you’re entering, such as your name or social security number, is already tied to the profile you were using with the Auto app. This prevents you from creating a new one. Try logging in to the Ally app with your existing Auto username and password if you’re already enrolled, or call us anytime at 1-877-247-2559 . We’re happy to help.
Security codes.
-
We ask for a security code any time we need to verify your identity — it's just one more way we safeguard your account. You can ask us to send you this 6-digit code in a text message or call you when you log in from a device we don’t recognize. The code can only be used once, and expires 20 minutes after it’s sent.
If we text you your code, you should receive it in seconds. You can always ask us to re-send a code, if needed.
We don’t charge a message delivery fee to text your security code to you, but standard message and data rates from your carrier may apply.
-
If you’re not receiving the security codes we text you, it’s probably because we’re sending it to a phone number that’s no longer active or associated with you. For your protection, you need to be logged in to set up or change where we text your security codes. If you can’t log in because you’re not getting your security code, give us a call anytime at 1-877-247-2559 . We’re happy to help.
Once you’re logged in, you can check — and change — the phone number we send your security codes to by logging in, selecting Profile and Settings, then Profile and Settings from the dropdown menu. Select Login Security to manage your security code delivery options. Or our app, log in, tap Profile, then Login Security.
Keep in mind: the phone number we text security codes to is not defined by the phone number in your Profile’s Personal Information. If you want to change where we’re sending your texts, make sure you change your phone number by following these directions, not by changing the phone number in your Personal Information.
To protect your identity, we won’t send security codes to Voice over Internet Protocol (VoIP) phone numbers. Make sure the number you’re asking us to send your security code to belongs to a specific phone in your possession.
-
On desktop, log in, select Profile and Settings, then select Profile and Settings from the dropdown menu. Select Login Security to manage your security code delivery options.
On our app, log in, tap Profile, then Login Security.
For your protection, you need to be logged in to set up or change where your security code’s going. If you can’t log in because you’re not getting your security code, give us a call anytime at 1-877-247-2559 . We’re happy to help.