Online Help Desk
Having Trouble Logging In with Login Security?
Security refers to preventing unauthorized access to a computer system or network. Internet Banking uses several layers of technology to prevent unauthorized users from gaining access to the internal network. Internet Banking’s security professionals manage a sophisticated networking architecture that includes screening routers, filtering routers, and firewalls.
The Internet Banking section is automatically secured/encrypted, but the rest of the Website can be accessed as either secure or unsecure.
Internet Banking is a term for accessing your account information over the Internet. We may refer to it as Internet 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 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?
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) or Challenge Questions, if available) each time you log into your account. We recommend this setting when logging in from a library or school computer.
To ensure security, we recommend the following: Never reveal your password*.
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.
You can change your Internet Banking password under User Options at any time. It is recommended that you change your password every six months.
WARNING: We do not have access to your password. In the case of a forgotten password and/or challenge questions, contact our Customer Service and ask them to reset your password for Internet Banking.
Use the Sign Off icon to end a Internet Banking session. This will securely close out your Internet 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 Internet Banking session should you wish to explore another site.
The amount of time you can remain inactive before being automatically logged out of Internet Banking can be set under User Options.
WARNING: For your own security, keep this time setting as short as possible.
It is recommended that you balance your account at least once a month so that any discrepancies can be reported in a timely manner.*
Password refers to your telephone access (audio response system, not Bill Payment) password or the password that you selected when you signed up for Internet Banking. We may alternatively use a different name (e.g. “PIN”). If you have questions about what to enter in order to access Internet Banking for the first time, contact our Customer Service.
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.
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.
Before initiating your Internet 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, follow the directions on Adobe’s Web site.
Internet Banking most commonly uses PDF files for Online Statements and Check Images.
Recommended Browsers for Internet Banking
- Google Chrome
- Mozilla Firefox
- Safari 8+
- Microsoft Internet Explorer 11+
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: 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:
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.
- Internet Explorer 8+
- Safari 6+
- Mozilla Firefox 4+
- Google Chrome
Internet Explorer 8+
- Click on TOOLS.
- Select INTERNET OPTIONS.
- Click on the SECURITY tab.
- Set the Security Level for the Internet Zone to MEDIUM.
- Click on the button marked “Custom Level”
- Under Java Permissions make sure the radio button is set to Medium Safety.
- Under Scripting of Java Applets make sure the radio button is set to ENABLE.
- Click on the PRIVACY tab.
- Set the Privacy Setting to MEDIUM.
- Click Apply.
- Click on the ADVANCED tab.
- Click on OK until exited completely from options.
Mozilla Firefox 4+
Login Security Information
Internet Explorer Content Advisor: Users that have Content Advisor enabled in Internet Explorer will require some changes that need to be made in order to use Internet Banking.
- Click on Tools.
- Select “Internet Options”
- Select the “Content” tab
- 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)
- Select “Approved Sites”
- Copy and paste the entire login page URL, For example: www.myfi.com/onlinserv/HB
- Select “Always” and then click “Apply”
- Click “OK” to close the Window.
- When logging into Internet Banking, you may see the following message box:
- 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.
Downloading Files to Financial Software
To search for help with Quicken, visit the Intuit web site at intuit.com/support
Importing to MS Money
- Go to Account Access and click on Export.
- Choose the source account and the date range you wish to download.
- Choose Money OFX as the export format.
- A screen will pop up. Follow the MS Money instructions.
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.
- Internet Explorer
- Google Chrome
- 3rd Party Pop-up Blockers
If you have the latest updates from Microsoft on your computer, you will likely see a message appear automatically in your browser when a pop-up window is blocked.
If you do not see a pop-up message appear automatically in your browser, you can still allow pop-ups for our site by changing the setting through the Tools menu.
- Click on the yellow bar that appears in your browser.
- When the menu appears, select Always Allow Pop-ups from This Site.
- A dialog box will appear asking you to confirm. Click Yes.
- The page will refresh and you can now click the link for the service that was blocked earlier.
If you are using Internet Explorer 8+:
- Locate and select the Tools menu.
- Select Pop-up Blocker.
- Select Pop-up Blocker Settings.
- Enter the address of our site in the Address of Web site to allow field.
- Click Add.
- Click Close.
- You can now click the link for the service that was blocked earlier.
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 (please see 3rd Party Pop-up Blockers).
3rd Party Pop-up Blockers
Having difficulties viewing the test or not seeing the test results could be due to one or more of the following:
- 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.
- 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. If you are still not able to view the test, please contact our Customer Service for further help.
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 your Word Processor 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:
- Close the browser.
- Delete the Cache, Reload, or Refresh.
After trying this and you still continue to receive the error message, contact our Customer Service.