Online Accounts FAQ
I can’t view the login page, what’s wrong?
If you can not view the login page chances are you do not have the latest version of your browser and therefore can’t view 128 bit secure pages. To upgrade your browser please visit the appropriate link below.
Then follow the instructions to up date your browser:
- Follow the instructions for downloading the latest browser version.
- Save the browser installer in an easily remembered location on your computer.
- After the download is complete, return to where you saved the browser installer.
- Double-click the installer’s icon to begin installation.
- Follow the step-by-step instructions to complete installation.
- Restart your system to begin using the new browser.
You may also find that your security settings are too high, try resetting to medium security:
Settings for Internet Explorer (Windows)
In general set the global settings of your browser to a medium level of safety, which will provide the best balance between protecting your information and being able to view websites as intended:
Tools Menu » Internet Options » Privacy Tab » Privacy Preferences » Set the slider to Medium
I have updated my browser and I still can not view the login page, what now?
If you have the most up to date browser and still can not see the login page then it may be that you do not have access to secure sites. Some company Internet firewalls block access to secure sites. If you are accessing the online accounts from your office and cannot access the site please contact your Computing Support or Technical Department and ask whether access to secure sites has been blocked by the company.
If you do have access to secure sites and are accessing online accounts from an Office you need to ensure that your proxy settings are correct.
If you are using Internet Explorer select
- Internet Options
- LAN Settings
- Advanced. – The http has to be the same as the secure.
Please also check your security settings within ‘View’ in IE 4 and ‘Tools’ in IE5 and IE6. Then select ‘Internet Options’ and ‘Advanced’. If you scroll down the menu that has opened up, please ensure that you have ‘SSL 2.0′, ‘SSL 3.0′ and ‘PCT 1.0′ selected.
I can view the login page but have got a message “Invalid Access Details”.
This means that you have entered either the wrong Username, Pin or Password. Please ensure you have typed it correctly, Username and Passwords are case sensitive. If you are still unable to login or if you receive a message telling you that you’re Username has been suspended, then please contact your Credit union for further assistance to re-enable you Username and to reissue your Pin to you.
How do I know my details and information are kept private?
When your browser and our server are establishing a secure session they will exchange data which is encrypted and we establish a session for the period of your use of the site. This session is used to encrypt all the data as it passes through the Internet including your account details, transactions and loans details. The information is decrypted only when it reaches your browser. Part of SSL Protocol used in the encryption involves using a Message Authentication Code (MAC) which will not be accepted by your browser if the information is tampered with in; further ensuring your information is kept safe.
Your privacy and personal information is protected in several different ways on our website:
- A PIN is issued only to members of the Credit Union, and your PIN application details are checked against the credit union records.
- Your online account is protected by a 3-tier login, which is usually your Username, your PIN and your Password. You should not reveal your PIN to anyone including Credit Union staff.
- When you log into the members area, your login details are encrypted while passing from your computer to our web server, limiting the chances of revealing your information should it be intercepted en route. The site uses 128-bit SSL encryption. The integrity of the encryption is verified by your browser which can recognize the digital certificate installed for our website, and inform you if the certificate is valid or expired.
- The Members Area will automatically close your session after 3 minutes of being idle, which helps prevent revealing your personal information should you be away from your computer for an extended period. You should logout of the Members Area when you are finished.
The security certificate was issued by a company that is not trusted message.
The login page and the Members Area pages are digitally encrypted by a secure certificate to protect the integrity of information passing between your computer and our web server.
It has been confirmed that certain browsers have trouble recognizing the Digital Certificates installed on our web server. This is because our Digital Certificate supplier’s details are not listed in the certificates database of these browsers, or the certificates database has not been updated. Unfortunately there is no central authority which provides links to update the certificates databases of browsers.
Please be advised that if you do receive this message when entering a secure section of our website, that your details are being encrypted, and it is safe to proceed. Upgrading your browser to the latest version will resolve the issue in most cases.
What can I do to help ensure my online security?
In order to securely use our service, you should always:
- Ensure that you connect to the correct web address.
- Ensure that your browser indicates a secure session.
- Ensure that you click the Logout button when you have finished.
- Keep your Member Number and Personal Identification Number ( PIN) secret.
- Take care of your information once it has been delivered to your browser.