Welcome to the Troubleshooting area. Here you can
get information and suggestions for problems you may be
experiencing.
Click
on a problem below for information and suggestions related to that problem. Or
choose an item from the menu to the left.
If
this area does not provide the information you are looking for, select the feedback option in the menu to the left, and send us a description of your problem.
- I've forgotten my Sign-On ID and/or
Pass Code.
- I've requested an Account to be
added, but it doesn't show up in my Account
Summary.
- When I click on the Register of an
account, the register shows no transactions.
- When I sign in, I am immediately
presented with an ALERT screen saying I have performed an illegal
activity.
- While working with the , I am
occasionally presented with an ALERT screen.
- What are
Cookies?
- There is a transaction in my
register that I don't recognize.
- The information in my register
doesn't appear to be up-to-date.
- I've scheduled a payment or transfer
and it has not been made.
Problem #1
I've forgotten my Sign-On ID and/or Pass Code.
Recommendation:
If you have forgotten your Sign-On ID or Pass Code,
send a feedback message stating this fact to the
Support Desk. Be sure to include your name with the message. You will then be
contacted to verify your identity. Upon verification, this information will be
presented to you again.
Back to Top
Problem #2
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. This verification process may
take a couple of business days. If, after a couple of days have passed, the
account doesn't show up in your account summary page, send a message to the
Support Desk and the matter will be researched.
Back to Top
Problem #3
When I click on the Register of an account, the
register shows no transactions.
Recommendation:
Posted transactions to your account are tracked by
the system from the point of enrolling or adding the account. So, as time goes
by, transactions will begin to show in your register. If you have had
transactions in your register in the past, and they are no longer showing, send
a message to the Support Desk, and the matter will be researched.
Back to Top
Problem #4
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 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 to 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.
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.
Back to Top
Problem #5
While working in the e-Commerce Banker system, I am
occasionally presented with an ALERT screen.
Recommendation:
e-Commerce Banker 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).
Back to Top
Problem #6
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
Banker 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.
Back to
Top
Problem #7
There is a transaction in my register that I don't
recognize.
Recommendation:
If there is a transaction in your register that you
don't recall making or creating, send a message to the Support Desk, specifying
the transaction information and the issue will be researched.
Back to
Top
Problem #8
The information in my register doesn't appear to be
up-to-date.
Recommendation:
e-Commerce Banker is updated each morning with
posted transactions from the night before. Transactions made on weekends and
holidays will not post to your account until the next business
day.
If you
feel that an item has cleared but is not showing in your register, send a
message to the Support Desk, specifying the transaction information, and the
issue will be researched.
Back to
Top
Problem #9
I've scheduled a payment or transfer and it has not
been made.
Recommendation:
If your payee has not posted the payment to your
account within a few days of receiving it, send a message to the Support Desk to
inquire about the status of the payment.
Be
sure to provide the item's reference number (the reference number is displayed
on the Register screen under the "Num" column). The payment/transfer will then
be traced and a status response will be sent to you.
Back to Top