HELP

Help – Frequently Asked Questions

Click on Online Banking to the above left for help with Online Banking. Please contact us if we haven’t addressed your question or if you would like further information.

Browsers and Encryption

Browsers are the software programs you use to access the World Wide Web and they have seen significant improvements over the years. Browsers used must support cookies, Secure Socket Layer (SSL) and tables. Please see our Browser Requirements for more information.

Cookies, Screen Settings and Plug-Ins

A cookie is a small information token that sits on your computer. As you use the site, cookies are passed back and forth between our server and your browser.

This site is best viewed at screen settings of 800 by 600 pixels or 1024 by 768 pixels. To change your screen setting, RIGHT MOUSE CLICK on your DESKTOP, select PROPERTIES, click on the SETTINGS tab and adjust the DESKTOP AREA. Click on TEST. Once the test is complete, click OK.

A plug-in is an optional application that you can download and store on your hard drive. Your computer may not be able to play sounds, video clips or animations without the proper plug-ins. This site takes advantage of several plug-ins necessary to receive features such as animated images. Below are the plug-ins used on the site and where you can download them.

We recommend that you have Adobe Acrobat Reader. We have certain forms and pages that contain PDF files and they can only be read or printed using Adobe Acrobat Reader. This product is free to download. Download Now

Macromedia Flash Player gives you full interactive multimedia, clickable and dynamic animations, graphics, text and audio from directly within your web browser. Download Now

 

 

Please click on a question for information on the topic. Use the “Go To Top” link following each answer to return to this FAQ list.

Frequently Asked Questions
  1. What browser should I use for online banking?
  2. What are cookies?
  3. What is encryption?
  4. What screen settings should I use?
  5. What are plug-ins?
  6. What is the Java Virtual Machine (JVM, Java VM)?
  7. What if I’ve forgotten my password?
  8. How do I change my password or personalization setting?
  9. How can I contact technical support?
What browsers should I use for online banking?

Browsers are the software programs you use to access the World Wide Web (WWW) and they have seen significant improvements over the years. Please ensure that the browser you are using to access your account online is a current version.

We recommend using 128-bit browsers, containing the highest level of encryption generally available, and providing you with the best protection when sending confidential information over the Internet. Updating your browser will allow us to provide the best and most-secure experience online.

Please note is not responsible for any difficulties in downloading and installing the software.

What are cookies?

A cookie is a small file that sits on your computer and contains certain information that a Web site creates and sends to your browser to remember your information.

As you use the site, cookies are passed back and forth between our server and your browser.

Specifically, we use two kinds of cookies – session cookies and persistent cookies. A session cookie exists only for the length of your browsing session and is deleted when you close your browser. A persistent cookie is a cookie that stays on your computer after you close your browser. A persistent cookie may or may not expire on a given date. We use persistent cookies to support optional features that provide you with the ability to personalize the site and to make it easier to use.

We use a session cookie to maintain the integrity of your Internet banking session. With each page that you visit, the cookie is passed back and forth between our server and your browser. We use the cookie to distinguish your session from the many others that may be happening at the same time. Our session cookies never store any personal information, like your name, or date of birth, or financial information, such as your accounts and balances. Your browser must accept the session cookie in order for you to use Online Banking.

Most recent browser versions allow the user to set some level of control over which cookies are accepted and how your browser uses them. Many browsers will allow you to accept cookies from only known, reliable sites that you select such as this one. If you are concerned about cookies, we encourage you to upgrade your browser to a recent version and review the Help section of your browser to learn more about its specific control features.

What is encryption?

Encryption is the process of converting data into a secure and random format for transmission, so that it is extremely difficult for any one but the intended user to decode. It’s just like writing a letter, converting it into secret code and mailing it where the recipient descrambles the secret code upon receiving the letter. There are 2 levels of encryption generally available in web browsers: 40-bit encryption, and 128-bit encryption. MemberDirect requires users to have a web browser that supports 128-bit encryption.

What screen settings should I use?

This site is best viewed at screen settings of 800 by 600 pixels or 1024 by 768 pixels. To change your screen setting, RIGHT MOUSE CLICK on your DESKTOP, select PROPERTIES, click on the SETTINGS tab and adjust the SCREEN RESOLUTION AREA. Click on APPLY. Then, click OK.

What are plug-ins?

A plug-in is an optional application that you can download and store on your hard drive. Your computer may not be able to play sounds, video clips or animations without the proper plug-ins. This site takes advantage of several plug-ins necessary to receive features such as animated images.

What is the Java Virtual Machine (JVM, Java VM)?

The Java Virtual Machine developed by Sun Microsystems enables just about any online application including online calculators to run on just about any computer, anywhere.

To install the latest Java Virtual Machine on your computer please visit Sun’s download page, which detects whether automatic installation is available for your system when you click on “Get It Now”, or download the Java Software manually.

For more information about the Java Virtual Machine and/or how to troubleshoot issues, please see the Java Technology website.

What if I’ve forgotten my password?

When you personalize you will be asked to provide a password reminder in the form of a question. If you forget your password we will ask you the question you provided and if your answer matches the one you provided when you registered, we will log you into the system and send your password to the e-mail address you entered when you registered your profile.

How do I change my password or personalization settings?

Choose the ‘sign-in’ button from the top left hand side and choose ‘My Profile’. Login using your existing username and password, then make the required changes to your profile. Once done, save your changes and your new information will be displayed.

How can I contact technical support?

Please contact us using our online support feedback form. For general inquiries please contact us at