Online Help Index

Having Trouble Logging In with Login Security?

Security refers to preventing unauthorized access to a computer system or network. Online Banking uses several layers of technology to prevent unauthorized users from gaining access to the internal network. Online Banking's security professionals manage a sophisticated networking architecture that includes screening routers, filtering routers, and firewalls.

The Online Banking section is automatically secured/encrypted, but the rest of the website can be accessed as either secure or unsecure.
Online Banking is a term for accessing your account information over the Internet. We may refer to it as Online Account Access or use a different name.


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 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 user. Without effective authentication controls, it is possible for fraudulent users to access your account. We authenticate users by issuing challenges that only the true user 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 user 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)), 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)) every time you log into Online 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)). 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 Online Banking

  • Using one of the  Recommended Browsers for Online 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?

When you choose to list your computer as PUBLIC, you will need to provide your User ID, password and you will be prompted to provide your Login Security (One-Time Passcode (OTP)) each time you log into your account. We recommend this setting when logging in from a library, school computer or a computer others have access to.


Password Security

To ensure security, we recommend the following:   Never reveal your  password**.

**Password refers to the password that you selected when you signed up for Online Banking. If you have questions about what to enter in order to access Online Banking for the first time, contact our Customer Service.

IMPORTANT :

Some browsers allow you to enable a function to require passwords for specific sites or certifications. In that instance, you should enter the password for the browser.

Passwords are case sensitive. Mixing uppercase and lowercase letters is permitted.

Special Characters are recommended.  Adding special characters increases your password security.

You can change your Online Banking password under My Settings at any time. It is recommended that you change your password every six months. your password every six months.

WARNING :

We do not have access to your password. In the case of a forgotten password, use the Forgotten Password feature to reset your password or contact our Customer Service and ask them to reset your password for Online Banking.

Use the Sign Off icon to end an Online Banking session.  This will securely close out your Online Banking session and expire all the cookies that were set in your session.   Do not use the Back key.

IMPORTANT :

If you do not exit the browser, the browser will allow you to use the Back key to get back into your Online Banking session should you wish to explore another site.

Recommended Operating Systems For Online Banking

The supported designation applies to any browser/operating system combination that is supported by the browser vendor. All system specifications required by the browser or operating system vendors must be satisfied. Click here for a list of recommended browsers.

Determining Your Browser Version

Chrome:

  1. Open Google Chrome and enter the following in its address bar: chrome://version

  2. Press Enter

  3. This loads the  About Version page, where you can see the version number displayed at the top, next to  Google Chrome

Microsoft Edge:

  1. Open Microsoft Edge and enter the following in its address bar:  edge://version

  2. Press Enter

  3. The Microsoft Edge version will appear at the top of the page.

Mozilla Firefox:

  1. Click on Help from the menu bar at the top of your screen

  2. Click on About Firefox

  3. Look for the version below the word “Firefox”

  4. If you are using the latest version of Firefox, you'll see the words  Firefox is up to date. Otherwise, Firefox will automatically start downloading the latest update.

Safari:

  1. Click Safari from the menu bar at the top of your screen

  2. Click About Safari

  3. Check the Safari version in the new window that opens.

About Cookies

Cookies are small text files on your system, used to keep track of settings or data for a particular site. Web sites can use cookies to identify a returning user or to pass information between Web pages in a single visit.

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. Online Banking uses temporary cookies and may use permanent cookies, but never passes private information through cookies.

Online Banking uses a 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 Online Banking to make sure that each page in Online 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 Online Banking or if the browser window is closed and ensures that another user on the same computer cannot access the previous user's Online Banking session or information.

Online 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

JavaScript is a widely accepted, simple programming language that allows a Web site to be more interactive. Web sites can use JavaScript to perform many actions such has calculations, displaying dynamic navigation, and rotating through banner images. By using JavaScript, Web sites can be proactive by making a better internet experience.

An example use of JavaScript in Online 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 Online 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

Before initiating your Online Banking, we first require that a "secure session" is established using Secure Socket Layer (SSL) encryption. This is a process where the information between our server and your browser is encrypted or scrambled so it cannot be read by unauthorized parties.

A general indicator that you have entered a secure session is when the URL (web page address) in the address bar starts with "https" (note the "s" at the end) rather than "http", your session is secure.

About Display Size

The content of a Web site is created to be best viewed in a range of display sizes or screen resolutions. The display size maximum is determined by your monitor's maximum display area (by maximizing your browser window) and the display size minimum is user controlled by resizing the window to be smaller then the maximum area allowed.

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

Adobe Acrobat Reader is a free browser plug-in that can read certain document file types known as PDF (portable document format). Having this plug-in allows you to read a PDF file from your browser window rather than having to open the Adobe Acrobat program to read the file. If you need Adobe Acrobat Reader,  click here and follow the directions on Adobe's Web site.

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

NOTE:  Any compatible PDF viewer will suffice. For some operating systems PDF viewing capabilities are available out-of-the-box without the need to install additional software.

Recommended Browsers for Internet Banking

Recommended Browsers

  • Google Chrome: latest version

  • Microsoft Edge: latest version

  • Mozilla Firefox: latest version

  • Safari:  latest version

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.

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

Google Chrome Download:
https://www.google.com/chrome/

Microsoft© Edge Download:
https://www.microsoft.com/en-us/edge/

Mozilla Firefox Download:
https://www.mozilla.org/en-US/firefox/new/

Safari Download:
https://support.apple.com/downloads/safari

Unable to Log Into Online Banking

If you can view the other areas of our Web site, but are unable to access Online 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 the latest versions of Google Chrome, Microsoft ® Edge, Mozilla Firefox, or Safari. Using other browsers may cause the Web pages to appear misaligned and prevent access to Online Banking.

IMPORTANT: It is highly recommended that the latest versions of browsers be used to access Online 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 Online 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 Online 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 Online 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 Online 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 in Google Chrome:

  1. Open Chrome on your computer.

  2. Click Settings

  3. Click Security and Privacy

  4. Click Site settings

  5. Click JavaScript

  6. Select Sites can use Javascript.


To enable JavaScript in Microsoft ® Edge:

  1. Open Edge on your computer

  2. Click the Settings and more button (top right hand corner of your Edge browser's window, you will see a small button with 3 dots in it. This is the Settings and more button)

  3. Click Settings

  4. In the search field in the top right of the settings page, enter: Javascript

  5. User the toggle to enable JavaScript (toggle should be dark blue and to the right)


To enable JavaScript in Mozilla Firefox:

  1. Open Mozilla Firefox on your computer

  2. Enter the following in the address bar:  about:config

  3. Press enter and a warning menu will display

  4. On the screen, click Accept the Risk and Continue to proceed to the next page.

  5. Locate the preference search box and enter: javascript.enabled

  6. Click the toggle to turn on JavaScript. The Value column should read as “true”

  7. Restart your browser

To enable JavaScript in Safari:

  1. Open Safari on your computer

  2. Click Safari from the menu bar at the top of your screen

  3. Click Preferences…

  4. Click on the Security tab

  5. Click on the checkbox next to Enable JavaScript

  6. Close the Preferences window

Login Security Information

Additional Third Party Software (TPV)

Due to increased security, certain third party toolbars/software may prevent end user access into Online Banking. This can also include some types of pop-up blockers. In order to log into Online 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 Online Banking. In order to log into Online 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.

Downloading Files to Financial Software

To search for help with Quicken, visit the Intuit Web site at  http://www.intuit.com/support/

How to Allow Pop-ups for This Site

Some of the services we offer open in pop-up windows. If you find that these do not display, they are probably blocked by your Web browser, a browser toolbar, or another Internet security tool. We assure you that it is safe and secure to allow pop-ups for this site and recommend you do so to access all of our services. 

Listed below are some of the most popular browsers and pop-up blockers. To enable pop-up windows for this site, please select the browser or tool you are using and follow the instructions provided. 

Google Chrome

To enable pop-ups in Google Chrome:

  1. Open Chrome on your computer.

  2. Click More (three dots on the right)

  3. Click Settings

  4. Click Privacy and security > Site Settings > Pop-ups and redirects

  5. Choose the option that you want as your default setting

  6. To allow popups and redirects from a site, go to the page where pop-ups are blocked

  7. In the address bar, click Pop-up blocked icon

  8. Click on the link for the pop-up you want to see

  9. To always see pop-ups for the site, select Always allow pop-ups and redirects from [site] > Done.

You can now click the link for the service that was blocked earlier. Once you are finished with our online services, you can turn the pop-up blocker back on if you wish to keep it active for other sites.  

If you still do not see the service open in a pop-up window, you may have another third-party tool blocking pop-ups that you also need to modify in order to use the service ( see below). 

Microsoft Edge

If you have the latest updates from Microsoft Edge on your computer, you will likely see a message appear automatically in your browser when a pop-up window is blocked.

To enable pop-ups in Microsoft Edge:

  1. Click theSettings and morebutton (top right hand corner of your Edge browser's window, you will see a small button
    with 3 dots in it. This is theSettings and morebutton)

  2. Click  Settings

  3. Click  Cookies and Site Permissions

  4. Select  Pop-ups and redirects  and switch to toggle it to On to enable pop-ups

  5. To add exceptions for specific websites, click  Add under the  Allow  section.

    • Enter the website into the  Address of website to allow field. Example: https://myFI.com/dbank/live/app/login/consumer

    • Click  Add

    • Repeat steps 5 - 7 for each website you need to enable pop-ups for

    • Close and relaunch Edge.

You can now click the link for the service that was blocked earlier. Once you are finished with our online services, you can turn the pop-up blocker back on if you wish to keep it active for other sites. 

If you still do not see the service open in a pop-up window, you may have another third-party tool blocking pop-ups that you also need to modify in order to use the service ( see below). 

Mozilla Firefox

If you are running the latest version for Firefox, you will likely see a message appear automatically in your browser when a pop-up window is blocked. 

To enable pop-ups in Firefox:

  1. When blocking a pop-up, Firefox displays an information bar (if it hasn’t been previously dismissed – see below), as well as an icon  in the address bar.

  2. When you click either the Preferences button in the info bar or the icon in the address bar, a menu is displayed with the following choices:

    a. Allow/Block pop-ups for < your FI’s web address>

    b. Under Manage  pop-up settings…

    c. Don't show this message when pop-ups are blocked

    d. Show < your FI’s web address>



  3. When the menu appears, select  Allow/block pop-ups for... Our address will appear here so that you know you are allowing pop-ups for the right site.


If you do not see a pop-up message appear automatically in your browser, you can still allow pop-ups for our site by doing the following: 

  1. Open Mozilla Firefox on your computer

  2. Click Firefox in the menu bar at the top

  3. Click Preferences

  4. Select the Privacy & Security panel

  5. Go down to the Permissions section

  6. Uncheck the box next to Block pop-up windows to disable pop-up block altogether

  7. Click Exceptions button to the right of Block pop-up windows to open a dialog box to chose which sites are allowed to display pop-ups

  8. Copy and paste or enter the login page URL for Online Banking

  9. Click  Save Changes to close the Options window.

You can now click the link for the service that was blocked earlier. Once you are finished with our online services, you can turn the pop-up blocker back on if you wish to keep it active for other sites. 


If you still do not see the service open in a pop-up window, you may have another third-party tool blocking pop-ups t hat you also need to modify in order to use the service ( see below). 

 

Safari

To enable pop-ups in Safari:

  1. Open Safari on your computer and go to the website

  2. Click Safari from the menu bar at the top of your screen

  3. Click Settings

  4. Click Websites

  5. Scroll to the bottom of the list and click Pop-up Windows

  6. In the pop-up menu for the website, choose one of the following:

    a. Allow: pop-ups for the website appear
    b. Block and Notify: pop-ups for websites don’t appear, but when you visit a website with blocked pop-ups, you can choose to show them by clicking the Show button in the Smart Search Field
    c. Block: pop-ups for the website don’t appear



You can now click the link for the service that was blocked earlier. Once you are finished with our online services, you can turn the pop-up blocker back on if you wish to keep it active for other sites. 

If the option was not checked, or if you still do not see the service open in a pop-up window, you may have another third-party tool blocking pop-ups that you also need to modify in order to use the service ( see below). 


Third-party pop-up blockers

Some of the most common pop-up blockers are listed below. Please select or view the tool you are using and follow the instructions provided. 

Google Toolbar 
Norton Internet Security 

Compatibility Test

Having difficulties viewing the test or not seeing the test results could be due to one or more of the following:

  1. Browser Compatibility Test:  Access the test on the login page.

  2. Pop-up Blocker. If your browser uses a pop-up blocker, please disable it and click on the Test Again link. For more information regarding pop-up blockers please refer to the specific section for your browser by clicking on the link located in the index at the top of the page. 

  3. JavaScript is disabled. If your browser has JavaScript disabled, please enable it and click on the Test Again link.  Click here for more information about JavaScript. 

  4. Alternative Browsers. Using an outdated, branded, or non-standard browser might cause test errors. Attempt to run the test on a recommended browser to see if the test can be successfully run. Click here for a list of recommended browsers.

  5. If you are still not able to view the test, please contact our Customer Service for further help.

Error Messages

Error Messages - To show our Customer Service the exact error message that you are receiving, display the error message on your screen then press ALT+Print Screen on your computer's keyboard. This will transfer the image to your clipboard. Open a Word document or Google Docs and paste the selection. You can save this file and e-mail it to our Customer Service for support. 

When experiencing an error message, try the following steps before contacting our Customer Service:

  1. Close the browser.

  2. Retry.

  3. Delete the Cache, Reload, or Refresh.

After trying this and you still continue to receive the error message, contact our Customer Service.