ONLINE HELP INDEX

Having Trouble Logging In with Login Security?

What is Multifactor Authentication?

Your online security is important to us, as well as providing you easy and convenient banking tools. Your online banking experience may include a new Enhanced Login Security service to further help protect you from identity theft which is known in the online security industry as Multifactor Authentication, or MFA.

Authentication is the process used to allow access to only the correct customer. Without effective authentication controls, it is possible for fraudulent users to access your account. We authenticate customers by issuing challenges that only the true customer should be able to pass.

Multifactor Authentication means that two or more different types (or factors) of authentication must be passed. By using two different factors of authentication, we get a higher assurance that the customer is the intended user. MFA is commonly used to protect transactions at ATMs, where your card is something you have, and your PIN code is something you know.

For your convenience, after you successfully authenticate with your User ID, password and Login Security (One-Time Passcode (OTP) or Challenge Questions, if available), you may enroll your computer for use in authentication. If you choose to enroll your computer, a special Browser Cookie will be present on the system, which will act in place of your phone for something you have in your possession.

We recommend you ensure that your browser settings and any antivirus software you have do not delete your cookies (data files) so that you are not prompted to provide Login Security (One-Time Passcode (OTP) or Challenge Questions, if available) every time you log into Internet Banking.

Logging in from a Computer You Normally Use?

When you choose to enroll your computer as PRIVATE, a special Browser Cookie will be present on the system, which will act in place of your Login Security (One-Time Passcode (OTP) or Challenge Questions, if available). You will only need your User ID and password to access your account information.

If you are still getting prompted to provide your Login Security, then please ensure that you have the following:

• Using one of the Recommended Operating Systems for Internet Banking
• Using one of the Recommended Browsers for Internet Banking
• Browser is not set to delete cookies � Please follow the steps in listed in this help for your respective browser to determine if cookies are being deleted
• Any antivirus software is not set to delete cookies
• No viruses or malware on your computer
• No usage of a proxy server or �web accelerator� by your internet service provider
• If using a computer from work, verify that your office technical department is not automating deletion of cookies

Logging in from a Computer You DO NOT Normally Use?

Password Security

RECOMMENDED OPERATING SYSTEMS FOR INTERNET BANKING

• Windows Vista
• Windows 7
• Macintosh OS X

Internet Banking is optimized to use with certified/recommended operating systems. By using a different operating system, you may not be able to take full advantage of all the features within Internet Banking. Click here for a list of recommended browsers.

DETERMINING YOUR BROWSER VERSION

1. Click on Help.
2. Click on About Microsoft^® Internet Explorer.

ABOUT COOKIES

There are two types of cookies: temporary and permanent. Temporary cookies are used and tracked by the browser to pass information and are deleted once the browser is shut down. Permanent cookies are stored on your system and can be accessed again for multiple visits. Permanent cookies usually have an expiration date and will be automatically deleted from your system at that time. Internet Banking uses temporary cookies and may use permanent cookies, but never passes private information through cookies.

An example of how Internet Banking uses a temporary cookie is in the demo. The browser uses the cookie to either show or hide the overview depending on the user's choice. Every time the demo is used, that cookie will be used and deleted once the demo is exited or the browser is shut down.

Internet Banking also uses a different kind of temporary cookie known as a session cookie, a non-persistent cookie, or a pre-expired cookie. This cookie is used as part of the stringent security measures in Internet Banking to make sure that each page in Internet Banking is not cached or saved on your system. This means that each page must be retrieved from the Web server. This cookie is deleted when a user logs or times out of Internet Banking or if the browser window is closed and ensures that another user on the same computer cannot access the previous user's Internet Banking session or information.

If you use Enhanced Security, Internet Banking may place a secure permanent cookie on your computer. This secure cookie is unique, and when used in combination with your login information, creates a unique way to identify you to the system. For every login attempt after you add extra security to a computer, this secure cookie is validated along with the login identification you normally enter. This secure cookie is only used to validate your identity and does not contain any personal information.

ABOUT JAVASCRIPT

An example use of JavaScript in Internet Banking is form validation. Validation is simply enforcing certain rules on different fields. When presented with a phone number field, JavaScript can alert the user if the phone number format is incorrect or if a value in the field is not a number. This allows the form to be filled out and submitted correctly the first time.

If JavaScript is not enabled, some or all of the Internet Banking features may not work. In most browsers, JavaScript is enabled through the adjustment in Security Settings. Please refer to the specific section for your browser by clicking on the link located in the index at the top of the page.

ABOUT SSL

ABOUT DISPLAY SIZE

By viewing a Web site at or above the recommended display size or screen resolution all the Web site content can be seen without scrolling left to right. Each Web site will vary with their recommended display size or screen resolution, but the most recommended browser display size is 1024 width by 768 height (1024 x 768).

Your monitor's display size, sometimes referred to as the desktop area is a setting controlled by your Operating System. Please refer to your Operating System documentation on how to determine and change your display size.

ABOUT ADOBE ACROBAT READER

Internet Banking most commonly uses PDF files for Online Statements and Check Images.

RECOMMENDED BROWSERS FOR INTERNET BANKING

• Microsoft Internet Explorer 8+
• Mozilla Firefox 4+
• Safari 6

Our site is optimized for use with certified/recommended browsers. If you use a different browser, you may not be able to take full advantage of all the features of the site. NOTE: At this time Google Chrome is a supported browser, not a recommended browser. In addition, if America Online (AOL) is embedded within a certified browser, it is also considered to be supported. Otherwise, AOL is no longer a recommended or supported browser and has not been tested as thoroughly as a recommended browser.

Be sure to select a recommended or supported version when downloading at the following locations:

Microsoft© Internet Explorer Download:
http://www.microsoft.com/windows/ie/default.asp

Mozilla Firefox Download:
http://www.mozilla.org/products/firefox/

Safari Download:
http://www.apple.com/support/downloads/

Internet Explorer 10/11 Settings

If your Browser Test Utility states that you are using Internet Explorer 7 and you know that you are running IE 8, IE 9, or IE 10/11, you may be running in Compatibility View Mode. To turn it OFF, click Tools icon in the menu bar then click on Compatibility View mode in the drop-down list (it�s a toggle switch). If the checkmark disappears in the menu list, then Compatibility View mode has been shut off and your browser version should now display correctly whenever you check it.

If you are using Internet Explorer 10/11, you may be deleting your cookies automatically and will need to change that setting in order to more easily access online banking (skip entering the verification code).

1. To properly access Online Banking solutions you will need to enable first-party and third-party cookies.
2. Open your browser, click on TOOLS (also known as Gear icon).
3. Select Internet Options.
4. In the GENERAL tab, under the heading Browsing history, uncheck the 'Delete browsing history on exit' checkbox.
5. Click on the Privacy tab.
   1. Click the "Advanced" button.
   2. Select the "Override Automatic Cookie Handling" checkbox.
   3. Select 'First-party Cookies' and 'Third-party Cookies', if needed.
   4. Select the "Always Allow Session Cookies" checkbox.
   5. Click the OK button.
   
   
   Security
   
   1. Open your browser, click on TOOLS (also known as Gear icon).
   2. Select INTERNET OPTIONS.
   3. Click on the SECURITY tab.
      1. Set the Security Level for the Internet Zone to Medium-high. (if slider bar is not available, click on the button "Default Level").
      2. Click the OK button.
   4. Click on the PRIVACY tab.
      1. Set the Privacy Setting to MEDIUM.
      2. Click on the button "Advanced".
      3. Put a check mark next to "Override Automatic Cookie Handling".
      4. Under First-party Cookies make sure the radio button is set to ACCEPT.
      5. Under Third-party Cookies make sure the radio button is set to ACCEPT.
      6. Put a check mark next to "Always Allow Session Cookies".
      7. Click the OK button.
   5. Click on the ADVANCED tab.
      1. Under Security make sure the checkbox for "Do not save encrypted pages to disk" is blank.
      2. Under the Security Section, put a check mark next to "Use SSL 3.0" and "Use TLS 1.0".
   6. Click on OK until exited completely from options.
   7. Then close all browser windows (resets the IE browser settings) and start up the browser again.
   
   
   Deleting All Temporary Internet Files:

   WARNING!   MFA Impact - Doing this will cause an end user to be challenged at log in on an authorized computer.

   1. Open your browser, click on TOOLS (also known as Gear icon).
   2. Select INTERNET OPTIONS.
   3. Click the GENERAL tab.
   4. Under Browsing History, click the 'Delete...' button.
   5. In the Delete Browsing History popup window, put a check mark next to Temporary Internet Files. User may decide whether to put a check mark in all other boxes in this window.
   6. Click on the 'Delete' button at bottom of popup window.
   7. Click on OK until exited completely from options.
   
   
   Deleting Cookies Only:

   WARNING!   MFA Impact - Doing this will cause an end user to be challenged at login on an authorized computer.

   1. Open your browser, click on TOOLS (also known as Gear icon).
   2. Select INTERNET OPTIONS.
   3. Click the GENERAL tab.
   4. Under Browsing History, click the 'Delete...' button.
   5. In the Delete Browsing History popup window, check the box for Cookies. Uncheck all other boxes in this window, with possible exception of 'P/reserve Favorites website data'.
   6. Click on the 'Delete' button at bottom of popup window.
   7. Click on OK until exited completely from options.

Internet Explorer 9+ Settings

If your Browser Test Utility states that you are using Internet Explorer 7 and you know that you are running IE 8, IE 9, or IE 10/11, you may be running in Compatibility View Mode. To turn it OFF, click Tools icon in the menu bar then click on Compatibility View mode in the drop-down list (it�s a toggle switch). If the checkmark disappears in the menu list, then Compatibility View mode has been shut off and your browser version should now display correctly whenever you check it.

If you are using Internet Explorer 9, you may be deleting your cookies automatically and will need to change that setting in order to more easily access online banking (skip entering the verification code).

1. Within Internet Explorer, click the Tools icon on the upper right side (looks like a gear wheel).
2. Select Internet Options from the dropdown list.
3. In the Browsing history section, uncheck the 'Delete browsing history on exit' checkbox.
4. Click on the Privacy tab.
   1. Click the "Advanced" button.
   2. Select the "Override Automatic Cookie Handling" checkbox.
   3. Select 'First-party Cookies' and 'Third-party Cookies', if needed.
   4. Select the "Always Allow Session Cookies" checkbox.
   5. Click the OK button.
   
   
   Security
   
   1. Click on TOOLS.
   2. Select INTERNET OPTIONS.
   3. Click on the SECURITY tab.
      1. Set the Security Level for the Internet Zone to Medium-high. (if slider bar is not available, click on the button "Default Level").
      2. Click the OK button.
   4. Click on the PRIVACY tab.
      1. Set the Privacy Setting to MEDIUM.
      2. Click on the button "Advanced".
      3. Put a check mark next to "Override Automatic Cookie Handling".
      4. Under First-party Cookies make sure the radio button is set to ACCEPT.
      5. Under Third-party Cookies make sure the radio button is set to ACCEPT.
      6. Put a check mark next to "Always Allow Session Cookies".
      7. Click the OK button.
   5. Click on the ADVANCED tab.
      1. Under Security make sure the checkbox for "Do not save encrypted pages to disk" is blank.
      2. Under the Security Section, put a check mark next to "Use SSL 2.0" and "Use SSL 3.0".
   6. Click on OK until exited completely from options.
   7. Then close all browser windows (resets the IE browser settings) and start up the browser again.
   
   
   Deleting All Temporary Internet Files:

   WARNING!   MFA Impact - Doing this will cause an end user to be challenged at log in on an authorized computer.

   1. Click on TOOLS.
   2. Select INTERNET OPTIONS.
   3. Click the GENERAL tab.
   4. Under Browsing History, click the 'Delete...' button.
   5. In the Delete Browsing History popup window, put a check mark next to Temporary Internet Files. User may decide whether to put a check mark in all other boxes in this window.
   6. Click on the 'Delete' button at bottom of popup window.
   7. Click on OK until exited completely from options.
   
   
   Deleting Cookies Only:

   WARNING!   MFA Impact - Doing this will cause an end user to be challenged at login on an authorized computer.

   1. Click on TOOLS.
   2. Select INTERNET OPTIONS.
   3. Click the GENERAL tab.
   4. Under Browsing History, click the 'Delete...' button.
   5. In the Delete Browsing History popup window, check the box for Cookies. Uncheck all other boxes in this window, with possible exception of 'Preserve Favorites website data'.
   6. Click on the 'Delete' button at bottom of popup window.
   7. Click on OK until exited completely from options.

Mozilla Firefox 4+ Settings

1. From the menu bar, click on "Tools".
2. From the Tools menu, select "Options...".
3. In the Options window, select the "Privacy" icon
   1. Check If the "Firefox will" dropdown option is "Never remember history," cookies will be deleted from the browser upon browser close; if user is experiencing trouble with the MFA cookie, you can change the option to "Remember history" so that the cookie remains between sessions.
   2. If the "Firefox will" dropdown option is "Use customer settings for history," ensure that both the "Accept cookies from sites" and "Accept third-party cookies" boxes are checked (ON) and the "Keep until" dropdown option value is "they expire."
4. In the Options window, select the "Content" icon.
   1. Uncheck (OFF) the checkbox for "Block Popup Windows". * Or if you choose to have it checked (ON), be sure to add your FI's domain to the list of Allowed Sites.
   2. Check (ON) the checkbox for "Load Images automatically".
   3. Check (ON) the checkbox for "Enable JavaScript".
5. In the Options window, select the "Advanced" icon/tab.
6. Select the "Security" section.
   1. Check (ON) the checkbox for "Use SSL 2.0".
   2. Check (ON) the checkbox for "Use SSL 3.0".
7. Click on OK button to close the Options window.

Deleting the Cache: (a.k.a. Temporary Internet Files)

1. From the menu bar, click on "Tools".
2. From the Tools menu, select "Options...".
3. In the Options window, select the "Privacy" icon.
4. If the "Firefox will" option in the dropdown is "Remember history," click on the "clear your recent history" link in the dialog box; if the "Firefox will" option in the dropdown is "Never remember history," click on the "clear all current history" link in the dialog box.
5. In the "Time range to clear" dropdown option, choose "Everything".
6. In the "Details" section, expand the selection (if necessary) by clicking on the down button.
7. Ensure that "Cache" is the only option selected and click "Clear Now".
8. Click the OK button to close the Options window.

Deleting Cookies Only:

1. From the menu bar, click on "Tools".
2. From the Tools menu, select "Options".
3. In the Options window, select the "Privacy" icon.
4. If the "Firefox will" option in the dropdown is "Remember history," click on the "clear your recent history" link in the dialog box; if the "Firefox will" option in the dropdown is "Never remember history," click on the "clear all current history" link in the dialog box.
5. In the "Time range to clear" dropdown option, choose the date range that is most appropriate; please note that this will delete all cookies for the user for the given timeline regardless of site.
   1. Selecting "Today" should help clear cookies related to a user's session.
   2. Selecting "Everything" will remove all cookies in the browser.
6. In the "Details" section, expand the selection (if necessary) by clicking on the down button.
7. Ensure that "Cache" is the only option selected and click "Clear Now".
8. Click the OK button to close the Options window.

Safari 6+ Settings

1. From the menu bar, click/select the Safari menu.
2. From the Safari menu, select "Preferences...".
3. In the Preferences window, click the "Security" icon/tab.
4. In the "Web Content" section,
   1. Click (ON) the checkbox for: "Enable plug-ins".
   2. Click (ON) the checkbox for "Enable Java".
   3. Click (ON) the checkbox for "Enable JavaScript".
   4. Unclick (OFF) the checkbox for Block popup windows. *
5. In the "Accept Cookies" section, select the "Always" radio button.
6. Click ON the checkbox for "Ask before sending a non-secure form to a secure website.
7. In the Preferences window, click the "AutoFill" icon/tab.
8. Unclick (OFF) the checkbox for "User names and passwords".
9. Close the Preferences window.

Deleting the Cache: (a.k.a. Temporary Internet Files)

1. From the menu bar, click/select the Safari menu.
2. From the Safari menu, select "Empty Cache...".
3. In the window, click the "Empty" button.

Deleting Cookies Only:

1. From the menu bar, click/select the Safari menu.
2. From the Safari menu, select "Preferences...".
3. In the Preferences window, click the "Security" icon/tab.
4. In the "Accept Cookies" section, click on the "Show Cookies" button.
5. On the list displaying the cookies, the User can choose whether to "Remove All" of the cookies OR to select and "Remove" some of them.
6. Click the "Done" button.
7. Close the Preferences window.

Block pop-up windows:
* It is recommended that "Block pop-up windows" be turned OFF because Internet Banking utilizes pop-up windows (e.g. Printer Friendly window, etc.).
NOTE: Block pop-up windows can also be turned on/off from the Safari menu.

BACK TO INDEX

Google Chrome Settings

1. From the Tools icon (wrench) select Options.
2. From the Options menu select Under the Hood.
3. From the Privacy menu select Content settings.
4. Cookies: Allow local data to be set (recommended).
5. JavaScript: Allow all sites to run JavaScript (recommended).
6. Pop-ups: Allow all sites to show pop-ups.

1. From the Tools icon (wrench) select Options.
2. From the Options menu select Under the Hood.
3. Check the box next to 'Check for server certificate revocation'.

1. From the Tools icon (wrench) select Options.
2. From the Options menu select Under the Hood.
3. From the Privacy menu select Security.
4. Click the Clear browsing data button.
5. Select �the beginning of time� from the dropdown in the dialog box.
6. Check the following:
1. Clear browsing history
2. Clear download history
3. Empty the cache
4. Delete cookies and other site data
7. Click the Clear browsing data button.


Deleting Cookies Only:

1. From the Tools icon (wrench) select Options.
2. From the Options menu select Under the Hood.
3. From the Privacy menu select Security.
4. Click the Clear browsing data button.
5. Select �the beginning of time� from the dropdown in the dialog box.
6. Ensure that only the Delete cookies and other site data box is checked.
7. Click the Clear browsing data button.

UNABLE TO LOG INTO
INTERNET BANKING

If you can view the other areas of our Web site, but are unable to access Internet Banking, it may indicate a problem accessing all secure Web sites. Both your browser and Internet service provider must support secure sites. This Web site is designed for Microsoft^® Internet Explorer 8.0 or higher, Mozilla Firefox 4.0 or higher, or Safari 6.0 or higher for Macintosh. Using other browsers may cause the Web pages to appear misaligned and prevent access to Internet Banking.

IMPORTANT: It is highly recommended that the newer browsers be used to access Internet Banking.

If you are using one of the browsers mentioned above and are still experiencing a problem, the problem may lie with the Internet service provider. This is particularly common with employer-based access to the Internet. Your employer may have firewalls, proxy servers, or other equipment that may prevent access to secured sites. Contact your company's Data Processing Department regarding the problem or try to access Internet Banking from another location.

IMPORTANT: When reporting problems to our Customer Service, have as much information ready as possible (e.g., browser version, etc.).

Receiving the following message after logging in successfully will stop all further processing and/or access to any portion of Internet Banking during this session: "Internet Account Access Session Error." Return to the login screen to start a new session. This error indicates that you did not accept one or more cookies. In order to enter the secured encrypted site you must accept the cookies. Since there are several within Internet Banking, it is suggested that you disable the cookie alert within your browser while viewing account information.

IMPORTANT: If you are prompted with a dialog box that asks you to re-enter your password, (after initially entering your User ID and Internet Banking password), your browser may not support JavaScript^TM, or JavaScript^TM may not be enabled. An upgrade may be necessary.

If you have already upgraded your browser, the "Enable JavaScript" function may be disabled.

To enable JavaScript^TM in Microsoft^® Internet Explorer 8+:

1. Click on TOOLS.
2. Select INTERNET OPTIONS.
3. Click on the SECURITY tab.
   1. Set the Security Level for the Internet Zone to MEDIUM.
   2. Click on the button marked "Custom Level"
   3. Under Java Permissions make sure the radio button is set to Medium Safety.
   4. Under Scripting of Java Applets make sure the radio button is set to ENABLE.
4. Click on the PRIVACY tab.
   1. Set the Privacy Setting to MEDIUM.
   2. Click Apply.
5. Click on the ADVANCED tab.
6. Click on OK until exited completely from options.

To enable JavaScript^TM in Safari 6+:

1. From the menu bar, click/select the Safari menu.
2. From the Safari menu, select "Preferences...".
3. In the Preferences window, Click the "Security" icon/tab.
4. In the "Web Content" section,
   1. Click (ON) the checkbox for: "Enable plug-ins"
   2. Click (ON) the checkbox for "Enable Java".
   3. Click (ON) the checkbox for "Enable JavaScript".
5. Close the Preferences window.

To enable JavaScript^TM in Mozilla Firefox 4+:

1. From the menu bar, click on "Tools".
2. From the Tools menu, select "Options...".
3. In the Options window, select the "Web Features" icon/tab.
   1. Check (ON) the checkbox for "Enable Java".
   2. Check (ON) the checkbox for "Enable JavaScript".
4. Click on OK button to close the Options window.

To enable JavaScript^TM in Google Chrome:

1. From the Tools icon (wrench) select Options.
2. From the Options menu select Under the Hood.
3. From the Privacy menu select Content settings.
4. JavaScript: Allow all sites to run JavaScript (recommended).

Users that have Content Advisor enabled in Internet Explorer will require some changes that need to be made in order to use Internet Banking.

1. Click on Tools.
2. Select "Internet Options"
3. Select the "Content" tab
4. Select "Settings" and input the Content Supervisor password. (The password was created when Enabling the Content Advisor, if you have forgotten this password contact Microsoft)
5. Select "Approved Sites"
6. Copy and paste the entire login page URL, For example: www.myfi.com/onlinserv/HB
7. Select "Always" and then click "Apply"
8. Click "OK" to close the Window.
9. When logging into Internet Banking, you may see the following message box:
   

10. Select "Yes" to continue.

Additional Third Party Software (TPV)

Due to increased security, certain third party toolbars/software may prevent end user access into Internet Banking. This can also include some types of pop-up blockers. In order to log into Internet Banking, this software may need to be disabled or uninstalled. Please refer to the third party vendor instructions for information on how to perform these steps.

Spyware/Adware

Due to increased security, certain spyware/adware may also prevent access into Internet Banking. In order to log into Internet Banking, users must remove this type of software from their computer.

Spyware is Internet jargon for advertising supported software (Adware). It is a way for shareware authors to make money from a product, other than by selling it to the users. Adware typically reports your Internet surfing habits back to a third party site for data collection purposes. In order to protect your financial privacy, it may be necessary to install a spyware/adware search tool to determine if your computer has any of this software installed. If you determine that adware or spyware has been installed on your computer, the software will need to be removed.