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If you experience problem while trying to use the internet banking website, try using the information below to solve your problem. The internet banking system is a 128bit high security website, and as such, utilises special features built into your browser to work effectively. Because of this, some combinations of software may not handle our internet banking site well, even though other websites seem to work fine. Problems experienced may include very slow access, ‘page not found’ errors or blank screens. Old Software To use internet banking effectively, we recommend you use Microsoft Internet Explorer or Firefox as your web browser whilst accessing internet banking. If you are using an older version of web browsing software then you may experience problems accessing internet banking. If so, contact your Internet Service Provider for help on upgrading your browser software (dial-up users), or use one of these links to download a more recent version of your software (Broadband users):
If you are not sure which version of web browser you use, click on the HELP menu and select the ABOUT option at the bottom of the menu. This will normally give you the exact version. PC users are also strongly advised to use the UPDATE feature built into Microsoft Internet Explorer to update your Windows operating system and Internet Explorer. Doing so on a routine basis will keep your software up to date and will eliminate most problems. Do this by selecting WINDOWS UPDATE from the TOOLS menu at the top of this window (Internet Explorer only) and following the prompts on the Windows Update website. Page Not Found Error If you experience a page not found error when trying to get to the secure internet banking login page, check that your browser has 128bit encryption (Cipher Strength). To check this:
This will bring up a window displaying the version and cipher strength of your browser. The cipher strength needs to be set to 128bit to access the internet banking system. If your Cipher Strength is less than 128bit:
If you are unable to update to 128bit, contact your Internet Provider for help, or upgrade your browser to the latest version. Password Problems When entering your password into the internet banking system, make sure your CAPS LOCK key is OFF and your NUM LOCK key on the keypad is ON (the lights on your keyboard). Also, if your password contains any uppercase letters, you must enter these exactly the same as you originally did when you first set your password up. The words "Cat" and "cat" are not the same to the internet banking password system. A simple way of checking if your password is being entered correctly is to open Notepad or Word, and type your password there. A malfunctioning keyboard, caps lock or num lock can effect how your password is entered, and viewing it this way lets you confirm you are entering a valid password. If you suspect that someone may know your password, login to internet banking and use the Change Password option found under the TOOLS menu to get a new one, or contact the credit union. If you have forgotten your password, fill in the internet banking Registration Form again and tick the Lost Password box before handing it in to your local branch, and a new password will be issued to you. Setting your Privacy setting to block cookies can also cause your password to fail, see the Can't get past the login page section below for details. If you are Locked Out Entering an incorrect password three timers in a row will lock your internet banking account until the next working day for security reasons. The lockout is automatically lifted after this time, or you can contact the credit union on 1300 802 222 during business hours to have it lifted manually. Can't get past the login page
If your password is failing, or your session is timing out (you get logged out as soon as you log in), your PRIVACY setting may be set to high. The PRIVACY setting determines how cookies are handled on your system and internet banking uses cookies to process your password, as well as keep track of your session timer. The session timer is designed to protect your account from unauthorised access should you leave internet banking logged in while your computer is unattended. To find this setting, select INTERNET OPTIONS under your TOOLS menu and you should see the PRIVACY tab. (By default this should be set to Medium) You should now see a window similar to the one on the right of the screen... If this privacy setting is set to high, internet banking will not be able to operate correctly and your login will fail. internet banking will need this set to MEDIUM or lower for the login password to operate correctly. If changing this setting still does not help, try downloading and accessing the internet banking website using the Firefox browser. This browser handles cookies better where other browsers fail. Make internet banking a trusted site
To tell Internet Explorer that you trust the internet banking website and to allow it to load unhindered, you will need to add two web addresses to your Trusted Sites list. Select INTERNET OPTIONS under the TOOLS menu within Internet Explorer and go to the SECURITY tab. You should now see a window similar to the one on the right of the screen... Select the third icon that says TRUSTED SITES and select the SITES button. Enter the two addresses listed below into the box provided, making sure to press the ADD button after entering each one:
Check to make sure that both addresses appear in the WEBSITES list below the box you entered them. Press the CLOSE button provided and then the OK button to exit the INTERNET TOOLS page. Now when you go to the internet banking login page, your browser should list the site as a TRUSTED SITE down in the bottom right of the browser window, on the status bar. Regular Internet Pages Load, But internet banking & Other Secure Websites Fail Some Internet Providers require your computer to have proxy settings entered into your browser before you are able to access the Internet. To see if you are using a proxy server, select your browser below and do the following:
You should now see a window similar to the one on the right of the screen... If there is a HTTP proxy setting entered in the first text box (address shown here is an example only) it should also be duplicated in the SECURE text box. If there are no Proxy settings entered please leave these areas empty. You can also simply click on the " Use The Same Proxy Server Address For All Protocols " tick box). Use the OK buttons to exit back to the browser when you are done. Your Internet Provider can also help you with the correct settings for use with their system. Internet Congestion If your browser informs you that the Server is not responding or something similar, just try again in a few moments. Most of the time this is caused by congestion on the Internet. From personal experience, I have found the best time to access the Internet is between 3am and 12pm midday. This is when the local Internet services are least likely to be congested with traffic allowing faster access and fewer problems. If All Else Fails If you cannot find the answer to your problem in any of the text above, please contact our Support Centre on 1300 802 222 and we will try to solve your problem. If you have the option, try accessing the internet banking system again the next morning and you will usually find everything is working fine again. Another option is to try a different computer to see if the problem is caused by software on your computer. |
