- 1. I've
forgotten my Sign-On ID and/or Pass Code.
- 2. When
I sign in, I am immediately presented with an ALERT screen saying I have
performed an illegal activity.
- 3. While
working with the Online Banking system, I am occasionally presented with
an ALERT screen.
- 4. I
receive a "Page Expired" or a "Security Alert" when
navigating with my browser's "Back" button.
- 5. What
are Cookies?
- 6. I've
requested an Account to be added, but it doesn't show up in my Account
Summary.
- 7. When
I click on the Register of an account, the register shows no transactions.
- 8. I am unable to make transfers from or
to one of my accounts listed on the account summary.
Problem
#1
I've forgotten my Sign-On ID and/or Pass
Code.
Recommendation:
If you have forgotten your Sign-On ID,
please call Customer Service at 800-442-5201 between the hours of 8 a.m. and 6
p.m. Monday - Friday and 10 a.m. to 2 p.m. on Saturday.
If you have forgotten your password and you
have entered a question/phrase, click the option that says "Forgot your
Password?" You will be asked to enter your sign on ID and
after clicking continue, you will be asked your question. If you have not
entered a question/phrase or do not remember the answer to it, please call
Customer Service at 800-442-5201 between the hours of 8 a.m. and 6 p.m. Monday
- Friday and 10 a.m. to 2 p.m. on Saturday.
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Problem
#2
When I sign in, I am immediately presented
with an ALERT screen saying I have performed an illegal activity.
Recommendation:
This is most commonly caused by your
browser not being configured to accept cookies.
You should be aware that Online Banking
depends on cookies
to verify your identity after signing in. If you've disabled cookies from
within your browser, or if you are running third-party software that intercepts
or deletes cookies, you will not be able to use or manage your accounts.
With Microsoft Internet Explorer, you have
the option of ordering your browser to disable all cookie use, to accept all
cookies, or to alert you every time a cookie is offered. Then you can decide
whether to accept one or not. If you have your cookies disabled, you will be
presented with an ALERT page whenever you attempt to Sign-in to Online Banking.
If you chose to be prompted every time a cookie is offered, you will get a
number of dialog boxes after signing in asking whether you want to accept the
cookie. If you answer yes to these dialog boxes, you will be allowed to use the
system. If you answer no to any of these dialog boxes, you will be presented
with the ALERT page.
Changing how your browser deals with
Cookies
In Internet Explorer 7.0:
1. On the Tools
menu, click Internet Options.
2. Click the Privacy
tab.
3. Change your setting
to Medium or Click Default.
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Problem
#3
While working with the Online Banking
system, I am occasionally presented with an ALERT screen.
Recommendation:
Online Banking will automatically sign you
out if you have remained idle for a period of time. This is done in case you
have forgotten to sign-off of the system. If you are idle on a particular page
for a while, the system may interpret this to mean that you have left the
system and will subsequently sign you off. When you then request your next
page, you will be presented with the ALERT screen and you will need to sign
back on again.
If you have not been idle for any period of
time and you receive the ALERT screen, this may be caused by your browser's cookie configuration (see the previous
problem).
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Problem #4
I
receive a "Page Expired" or "Security Alert" when
navigating with my browser's "Back" button.
Recommendation:
Since Online Banking has its
own navigation system, some sections are not designed to allow the use of the
"Back" button within browser programs such as Internet Explorer or
Netscape Navigator. When the browser's "Back" button is used in
these areas of Online Banking, a "Page Expired" or an arbitrary
"Security Alert" may display. Not all sections of Online Banking have
this design limitation. To continue your Online Banking session, select the
arrow next to the "Back" button and choose another page from earlier
in your Online Banking session.
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Problem
#5
What are Cookies?
Recommendation:
Cookies are small text files on your
system, used for keeping track of settings or data for a particular Web site.
Because the servers that receive your requests for Web pages have no way of
knowing specifically who is making a request, they have no way of storing
settings for specific users or changing the page they send based on choices a
user has made on another page.
Cookies solve this problem by saving settings
on your (the user's) system. When your browser requests a page, it sends the
settings that apply to that page along with the request. Because your browser
will send back only the settings to the server that originally created them,
cookies are a very secure way of maintaining data that is specific to a
particular user.
Cookies can be temporary or permanent. Your
browser keeps track of temporary cookies as long as it is running, but deletes
them when it is shut down. Temporary cookies are used to pass information
between Web pages during a single visit. (Online Banking uses this method.)
Your browser saves permanent cookies as
tiny files on your system to maintain settings or data between multiple visits.
"Permanent" cookies are actually set to expire at some time in the
future (commonly between 30 days and a year from their creation date), and are
automatically deleted from your system at that time.
Cookies are currently the only way to save
personal choices between visits to a Web page without having to log on each
time you come to the page.
Cookie Concerns
Although disabling cookies for your browser
is an option, it's intended for a small minority of people with extreme
security or privacy concerns. If you choose it, you give up a lot of
convenience in exchange for a small amount of perceived privacy.
For example, with or without cookies,
it is currently possible for the creators of a Web site you visit to keep track
of such things as the following:
* The address of the
page that contained the link that brought you to their site
* All the pages you
visit on their site
* Choices you made on
forms on their site
* What browser you
are using
* Extensions you might
have added to your browser
* The operating
system you are using
* The time your
system clock is set to
* The absolute
address (IP address) of the server that connects you to the Internet
The only thing cookies add is the
ability to keep track of this type of information over multiple visits,
thereby allowing the creators of the Web site to build a more precise profile
of a particular visitor's preferences.
But the creators of a Web site do not
have access to personal information such as your name or your e-mail address
unless you specifically give it to them. Therefore they have no way of matching
any data they might have gathered with a specific user.
The only information available to a Web
site that comes close to identifying you specifically is the IP address, but
most Internet servers provide connections for multiple users, and each user is
usually assigned a new IP address randomly each time they log on.
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Problem
#6
I've requested an Account to be added, but
it doesn't show up in my Account Summary.
Recommendation:
When you request an account to
be added, the request is placed in a queue for verification. The verification
process may take one business day and when completed you will be able to view
the account. If it has been more than 2 business days and the account still
does not show in your account summary page, send a message to the Online
Banking Support Desk and the matter will be researched.
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Problem
#7
When I click on the Register of an account,
the register shows no transactions.
Recommendation:
Send a message to the Online Banking
Support desk. Be sure to include your name and the account number. Any
messages sent while signed on to Online Banking are secure.
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Problem
#8
I am unable to make transfers
from or to one of my accounts listed on the account summary.
Recommendation:
When you request an account to be added, it may be in a “view-only” status for one (1) to two (2) business days while we review your request. During this initial 24 hour review period you may not be able to transfer funds. If it has been more than two (2) business days and the account still cannot be used for transfers, send a message to the Online Banking Support Desk and the matter will be researched.
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