internet banking help and troubleshooting

Following are common issues that customers experience with Internet Banking. For each issue, we have listed the likely cause and the solution.

If your issue does not appear in the list below or if you require further assistance with your issue, contact bankmecu by email or by calling 132 888. bankmecu consultants are available to assist from 8:00am to 8:00pm (AEST), Monday to Friday.


I try to log into Internet Banking and see a blank / white screen

likely cause: The issue could be due to your Browser accessing the Internet via a Proxy server.

solution: Internet Banking is not accessible via a Proxy server and therefore you will need to alter your Browser's settings to disable the Proxy server.

To change the Proxy server settings simply follow the instructions below. If your Browser version does not appear, use your Browser's Help to locate the Proxy server information.

Internet Explorer 9.0+
  • select the 'Tools' option from the menu bar at the top of the screen
  • select the 'Internet Options' from the drop down menu
  • click on the 'Connection' tab. The 'Connection' menu screen will show details about the Proxy server settings
  • as Browser settings and menus differ depending on the Internet Service Provider you use, only general directions will be given from this point
  • locate the option that deals with Proxy servers. You are required to disable the Proxy server settings, so that your Browser does not access the Internet via a proxy server. Accept the changes
Firefox 7.0+
  • click on the 'Tools' menu and click on ‘Options' from the dropdown menu
  • select the ‘Advanced' tab, select the ‘Network' tab and click on the ‘Settings' button
  • as Browser settings and menus differ depending on the Internet Service Provider you use, only general directions will be given from this point
  • locate the option that deals with Proxy servers. You are required to disable the Proxy server settings, so that your Browser does not access the Internet via a proxy server. Accept the changes
Safari 5
  • click on the 'Safari' menu from the menu bar at the top of the screen
  • select the 'Preferences' option from the drop down menu
  • select the ‘Advanced' tab, then click on the ‘Change Settings' button
  • The ‘Network' window opens up
  • Click on the ‘Configure Proxies' dropdown menu and select ‘Manually'
  • as Browser settings and menus differ depending on the Internet Service Provider you use, only general directions will be given from this point
  • locate the option that deals with Proxy servers. You are required to disable the Proxy server settings, so that your Browser does not access the Internet via a proxy server. Accept the changes  

If you require any further assistance send us an email or contact bankmecu on 132 888.

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I cannot access Internet Banking from a network PC and/or work PC

Please see above

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I try to log onto Internet Banking and get the message saying 'access denied', 'script error' or 'your session has expired'

likely cause: Java script or cookies are disabled and/or your Browser's security is set too high (this disables cookies)

solution: Internet Banking requires Java script and cookies to be enabled. To check and change the settings for Java script, cookies and security level follow the instructions below. If your browser version does not appear, use your Browser's Help to locate the relevant information.

To check and change the Java settings

Internet Explorer 9.0+
  • select the 'Tools' option from the menu bar at the top of the screen
  • select 'Internet Options'
  • click the 'Security' tab
  • click the ‘Custom Level' button
  • Scroll down until you see the ‘Scripting' section. Select the ‘Enable' radio button for ‘Active Scripting'
  • click 'OK' to accept changes
Firefox 7.0+
  • select the 'Tools' option from the menu bar at the top of the screen
  • select 'Options'
  • click the 'Content' tab
  • select the ‘Enable JavaScript' checkbox.
  • Click ‘OK' to accept changes
Safari 5
  • select the 'Safari' menu from the menu bar at the top of the screen
  • select 'Preferences'
  • click the 'Security' tab
  • select the ‘Enable JavaScript' checkbox.
  • Click Close/Done
Google Chrome 10
  • On the web browser menu click on the "Customize and control Google Chrome" and select "Options".
  • In the "Google Chrome Options" tab select the "Under the Hood" menu item.
  • In the "Privacy" section click "Content settings..." button.
  • In the "Content settings" window go to "JavaScript" section and select "Allow all sites to run JavaScript (recommended)".
  • Close the "Google Chrome Options" tab.
  • Click on the "Reload this page" button of the web browser to refresh the page.

To check and change the Cookie settings

Internet Explorer 9.0+
  • select the ‘Tools' option from the menu bar at the top of the screen
  • select ‘Internet Options'
  • click the ‘Privacy' tab
  • click the ‘Advanced' button
  • check the Override automatic cookie handling option
  • make sure select "Accept" on both First-party Cookies and Third-party Cookies
  • click ‘OK' to accept changes
Firefox 7.0+
  • select the ‘Tools' option from the menu bar at the top of the screen
  • select ‘Options'.
  • click the ‘Privacy' icon.
  • set ‘Firefox will:' to ‘Use custom settings for history'
  • make sure "Accept cookies from sites" and "Accept third party cookies" are checked.
  • click on ‘OK' to accept changes.
Safari 5
  • select the ‘Safari' menu from the menu bar at the top of the screen
  • select ‘Preferences'
  • click the ‘Security' tab
  • under "Accept Cookies" check "Always"
  • click Close/Done.
Google Chrome 10
  • Click the wrench icon on the browser toolbar.
  • Select Settings.
  • Click Show advanced settings.
  • In the "Privacy" section, click the Content settings button.
  • In the "Cookies" section, you can change the following cookies settings:

Delete cookies
Block cookies by default
Allow cookies by default
Make exceptions for cookies from specific websites or domain

 

To check and change the Security Level

Internet Explorer 9.0+
  • select the 'Tools' option from the menu bar at the top of the screen
  • select 'Internet Options'
  • select the 'Security' tab
  • select the 'Internet' icon
  • select the 'Default Level' tab
  • move and set 'Security Level For The Zone' to MEDIUM instead of high.
Firefox 7.0+
  • Click the orange "Firefox" menu button at the upper-left corner of the Firefox window and click "Options."
  • Click the "Security" icon at the top of the Options window.
  • Tick "Warn me when sites try to install add-ons" checkbox to enable or disable the information bar that appears at the top of a Web page when it tries to install add-ons.The installation attempt will fail silently if warnings are disabled unless the website is on your exceptions list.
  • Tick the "Block reported attack sites" checkbox. If this option is enabled, a warning page will appear when you navigate to a reported attack site. This feature won't block every dangerous website, just websites that have been reported as dangerous.
  • Tick  "Block reported Web forgeries" box. These sites pretend to be legitimate websites to steal your personal information. This feature only blocks forgeries that have been reported.
  • Click the "OK" button at the bottom of the Options window.
Safari 5
  • Go to the Safari menu and choose 'Preferences' from the pull down menu.
  • Click on the 'Security' icon from the list of options. This will take you to the main Security Preferences page.
  • Put a check mark in the first box if you would like Safari to enable plug-ins.
  • Place a check mark in the second box  to enable Java.
  • Put a check  in the third box to enable JavaScript.
  • Put a check mark in the fourth box if you want Safari to automatically block pop-up windows.
  • It is good idea to tick “Ask before sending a non-secure form from a secure website”.
Google Chrome 10
  • Click the wrench icon on the browser toolbar. 
  • Select Settings.
  • Click Show advanced settings.
  • Here are the various settings you can adjust:

Don't change these settings unless you're sure of what you're doing.

  • Phishing and malware protection
    This option is enabled by default in the "Privacy" section. When enabled, Google Chrome warns you if it detects that the site you're trying to visit is suspected of phishing or containing malware.
  • SSL certificates and settings
    Go to the "HTTPS/SSl" section to manage your SSL certificates and settings.
  • Web content settings
    Click Content settings in the "Privacy" section to adjust your permissions for cookies, images, JavaScript, plug-ins, pop-ups, and location sharing. All web content, except for pop-ups, are allowed by default.

If you require any further assistance send us an email or contact bankmecu on 132 888.

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I am temporarily locked-out from Internet Banking

likely cause: the Net Code has been entered incorrectly three times on the same day for the account.

solution: Your access to Internet Banking will be blocked for the remainder of the day, ie until midnight. The account will be unlocked at midnight the following day and you will be able to gain access using the correct Net Code. If you have forgotten your Net Code, you must provide a signed letter to bankmecu stating you have forgotten it, and a new Net Code will be issued to you.

If you require any further assistance send us an email or contact bankmecu on 132 888.

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I cannot see the buttons / images in Internet Banking

likely cause: your browser is set to ignore colours and fonts of web pages.

solution: To view the buttons/images, you will need to follow the instructions below. If your browser version does not appear, use your Browser's Help to locate the relevant information.

Internet Explorer 9.0+
  • select the 'Tools' option from the menu bar at the top of the screen
  • select 'Internet Options'
  • select the 'General' tab
  • click on the 'Accessibility' button in the bottom right hand corner
  • in the 'Formatting' section - ensure that the three items in this section are disabled (ie that the three boxes are not ticked.)
  • click 'OK' to accept all changes
Firefox 7.0+
  • Go to  “Tools”.
  • Select “options”
  • Select "Content" tab,
  • Make sure that "Load images automatically" and "Enable JavaScript" are both checked.
Safari 5
  • From Safari menu bar click Safari
  • Select Preferences then select the Appearance tab.
  • Make sure Display images when the page opens is selected.
  • If that box was already selected, try emptying the Safari cache . From your Safari menu bar click Safari > Empty Cache.
Google Chrome 10
  • Click the wrench icon on the browser toolbar.
  • Select Settings.
  • Click Show advanced settings.
  • In the "Privacy" section, click Content settings button.
    • Cookies – Make sure “allow local data to be set” is ticked.
    • Images – Tick show Images .
    • JavaScript – Allow all sites to run Javascript.

If you require any further assistance send us an email or contact bankmecu on 132 888.

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my computer automatically completes the password section

likely cause: this occurs when the computer is set to 'Auto complete password'. This is a security risk, as others can access Internet Banking from the computer if it is left unattended. We strongly recommended that this feature is disabled to avoid unauthorised access.

solution: To disable the 'Auto Complete Password' function, please use your Browser's Help to locate the relevant information.

If you require any further assistance send us an email or contact bankmecu on 132 888.

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I cannot open my eStatement using Firefox

solution: Please choose the following operating system to view the instructions.
MAC 
PC

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