Online Banking Technical Help & System Settings

Technical Help:

Why am I unable to access the Online Banking service?

• Ensure JavaScript is enabled

  Online Banking has been designed to work with the help of JavaScript.
  At the moment, without JavaScript certain functions and processes within the site will not work. To enable JavaScript please follow the instructions below.

  Internet Explorer

  • Click on 'Tools' at the top of the browser window. For Internet Explorer 9, 10 & 11 the tools option is a small circular icon at the top right hand corner of the page.

  • Click on 'Internet Options'

  • Click on the 'Security' tab

  • Ensure the Internet icon is highlighted and then click 'Custom Level'

  • Scroll down to 'Scripting' (almost at the end of the list)

  • Ensure 'Active scripting' and 'Scripting of Java applets' is enabled

  • A warning may appear stating 'Are you sure you want to change the security settings for this zone' press 'Yes'

  • Click 'OK' to close the open boxes

  • Close down all open Internet Explorer browser windows and open a new browser window for the changes to take effect

  Mozilla Firefox

  • In the address bar, type about:config and press Enter

  • Click "I'll be careful, I promise" if a warning message appears.

  • In the search box, search for javascript.enabled

  • Toggle the "javascript.enabled" preference (right-click and select "Toggle" or double-click the preference) to change the value from "false" to "true"

  • Click on the "Reload current page" button of the web browser to refresh the page

  Google Chrome 

  • Click the Chrome Menu at the end of the url bar (located to the right of the yellow star)

  • Click the 'Settings' option

  • Click on 'Show Advanced settings'

  • Scroll down to 'Privacy'

  • Select 'Content Settings'

  • Scroll down to Javascript

  • Ensure 'Allow all sites to run Javascript' is enabled

  • Close down all open Google Chrome browser windows and then open a new browser window for the changes to take effect

• Ensure 'Cookies' are enabled

  For Online Banking to work it requires cookies to be enabled. Below are instructions on how to enable cookies for a range of browsers.

  Internet Explorer 

  • Click on 'Tools' at the top of the browser window. For Internet Explorer 9, 10 & 11 the tools option is a small circular icon at the top right hand corner of the page

  • Click on 'Internet Options'

  • Click the 'Privacy' tab

  • Set privacy setting to 'Low' or 'Medium' or change the slider to "Accept all cookies"

  • Click 'Ok'

  • Close down all Internet Explorer windows and re-open a new window for the change to take effect

  Mozilla Firefox

  • Click ‘Tools’ from the menu at the top of your browser window

  • Select ‘Options’ & then select the ‘Privacy’ tab

  • In the dropdown, ‘Firefox will ’select‘ Use custom settings for history’

  • Tick the box ‘Accept cookies from sites’

  Google Chrome

  • Click the Chrome Menu at the end of the url bar (located to the right of the yellow star)

  • Click the 'Settings' option

  • Click 'Show Advanced settings'

  • Scroll down to 'Privacy'

  • Select 'Content Settings'

  • Under Cookies ensure 'Allow Local Data To Be Set' is selected

  • Ensure 'Allow all sites to run Javascript' is enabled

  • Close down all open Google Chrome browser windows and then open a new browser window for the changes to take effect

• Check your browser is not saving your password

  Some browsers may ask you if you wish the browser to save your password. This can be a useful and time-saving option for some single password sites.
  However, our Online Banking will ask for different digits from your PAC each time. In this case a browser with a 'saved password' will try to use the wrong 'password'.
  To stop this from happening follow the instructions below:

  Internet Explorer 

  • Click on 'Tools' at the top of the browser window. For Internet Explorer 9, 10 & 11 the tools option is a small circular icon at the top right hand corner of the page

  • Select 'Internet options'

  • Select the 'Content' tab

  • Under the option 'AutoComplete' Select 'Settings'

  • Select the 'Delete AutoComplete History'

  • Select 'Passwords'

  • Click 'Delete'

  • Close down all open Internet Explorer Browser Windows and then open a new browser window for the changes to take effect

  Mozilla Firefox users

  • From the toolbar menu, click on the Tools button

  • Select 'Options'

  • Select the 'Security' tab

  • Unselect the 'remember passwords for sites'

  • Click ok

  Google Chrome

  • Click the Chrome Menu at the end of the url bar (located to the right of the yellow star)

  • Click the 'Settings' option

  • Click 'Show Advanced settings'

  • Click 'Manage Saved Passwords' in the 'Passwords and Forms' section to see a list of all the usernames and passwords that have been saved

  • Use your mouse to hover over the password you would like to remove and click the X that appears on the right
• Check your cache is empty

  You could be having a problem with file confliction with what has been 'cached' on your machine and what is 'live'.
  Clearing your cache should ensure that this is not the problem.

  Internet Explorer

  • Click on 'Tools' at the top of the browser window. For Internet Explorer 9,10& 11 the tools option is a small circular icon at the top right hand corner of the page
    

  • Select ’Safety’
    

  • Click on ‘Delete browsing history’
    

  • Select ‘Temporary Internet files and website files’
    

  • Select ‘Delete’
    

  • Close down all open Internet Explorer browser windows and then open a new browser window for the changes to take effect

  Mozilla Firefox

  • Click on 'Tools' at the top of your browser window

  • Select 'Options'

  • Select the 'Advanced' tab then the 'Network' tab

  • Under the section 'Cached Web Content' click the clear now button

  • Close down all open Mozilla Firefox browser windows and then open a new browser window for the changes to take effect

  Google Chrome

  • Click the Chrome Menu at the end of the url bar (located to the right of the yellow star)

  • Click the 'settings' option

  • Click 'Show Advanced settings'

  • Under the Privacy section select 'Clear Browsing Data'

  • Make sure you have clear the cache selected

  • Click clear browsing data

  • Click close

  • Close down all open Google Chrome browser windows and then open a new browser window for the changes to take effect
• Disable Add Ons

  Common add ons that can cause problems logging into our Online Banking include (but aren't limited to) Toolbars, News or Stock Tickers, Instant Messaging, Weather alerts, Email alerts, Antivirus/Antispy and/or Games. You can manage and disable add ons by following these steps.

  Internet Explorer

  • Click on 'Tools' at the top of the browser window. For IE 9, 10&11 it is a small circular icon at the top right hand corner of the page

  • Under Show, tap or click All add-ons, and then select the add-on you want to turn off

  • Tap or click Disable, and then tap or click Close

  Mozilla Firefox

  • Click 'Tools' on the top of your browser window

  • Select 'Add-ons' - A screen will open

  • Scroll down until you the add on click on it and it will become highlighted

  • Once highlighted click on the 'Never Activate' button

  • Once you have done this close all open Mozilla Firefox Windows

  • Open a new Mozilla Firefox window and the issue should now be resolved

  Google Chrome

  • Click the Chrome Menu at the end of the url bar (located to the right of the yellow star)
    

  • Click the Settings option
    

  • Click Show advanced settings
    

  • Under Privacy, select Content settings
    

  • Scroll down to 'Plug Ins' and click on Disable Individual Plug Ins
    

  • Select the Plug In and click Disable
    

  • Once you have done this, close all open Google Chrome Windows
    

  • Open a new Google Chrome Window and the issue should be resolved

• E-statements availability (Ref OD01)

  If you are having difficulty accessing your e-statements, this may be because you have ordered an out of course statement and the system now cannot recognise which statement you have requested for that date given that two are now in existence.