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Frequently Asked Questions

1. What if I suspect that someone knows my Web-Link or Telephone Banking Password?
 
 

IIf you suspect that there has been unauthorised use of your Web-Link Internet banking service, 24-hour telephone banking service or someone else has obtained knowledge of your Web-Link or Telephone Banking password, you should email us immediately with details. Email us your name and membership number and the circumstances surrounding the suspected breach, but do not to divulge your password. We will take the appropriate action to disable the service and contact you by email to let you know what you need to do to re-establish access with a new password.
 

2. Why is my Member Number and password not being accepted?
 
 

The most likely reason is that you have typed your user name or password incorrectly. Remember, passwords are case sensitive. Please check the setting of "Caps Lock" on your PC's keyboard. It does not matter whether Caps Lock is On or Off, what is important is that it is set the way it was when you changed your password.

For more information about passwords please refer to the Question "Sometimes the system rejects what I have chosen as my new password. Why is that?" below.

Ensure that you are clicking the "SIGN IN" button after entering your details and not just using the "ENTER" key.

You can also try using the main keyboard, rather than the numeric keypad on the right of your keyboard, to enter any numbers in your password.

Another reason could be that your Internet Browser Options are set not to allow acceptance of cookies. For more information about cookies please refer to Question "What are cookies?" below.
 

3. What is my browser cache?
 
  This is where the browser stores pages it has received over the internet. It does this so that it can speed up your internet sessions by only downloading files that have changed since last time they were downloaded.
 
4. How do I clear my browser’s cache?
 
  This differs for Microsoft Internet Explorer and Netscape’s Communicator or Navigator. For Internet Explorer, click on View in your browser’s menu bar. Then click on Internet Options….Click on the General tab on the dialogue box that appears. Click on the Delete Files button in the Temporary Internet files section. Click on OK in the confirmation box that appears.

For Netscape click on Edit in your browser’s menu bar. Click on Preferences…. In the Category section of the dialogue box that then appears you will see an Advanced heading. If that heading has a plus sign "+" beside it, click on the "+" to explode the heading. You will notice that cache appears in the list below Advanced. Click on Cache. Then click on the Clear Disk Cache button and click on OK in the confirmation box that pops up.
 

5. Internet Explorer 5.O - When attempting to connect to your Internet Banking Service and you receive the message "This page cannot be displayed"
 
  The reason for this is that each time a new connection is made to the Server the Verisign certificate requires the browser to check if the Certificate is still valid.

To check your connection settings, click on Tools menu, then click on Internet Options, click on the Advanced tab, scroll down to Security and make sure that the "Check for server certificate revocation" box is checked. Click on Apply changes, a reboot of your computer will be required, then try again to access your Internet Banking Service.
 

6. When I want to Transfer Funds or Make a Payment not all my accounts appear in the account drop-down boxes. Why is that?
 
  There are some accounts you cannot Transfer Funds to or from or Make a Payment from. These are not shown in the drop-down boxes and include:
  • Accounts that require two or more signatures for over the counter transactions
  • Closed accounts
  • Dormant accounts
  • Accounts where the primary signatory has not been verified for the purposes of the Cash Transactions Reporting Act
  • Investment accounts

In addition there are some accounts that you cannot Transfer Funds from or Make a Payment from. These are not shown in the "From Account" drop-down boxes and include:

  • Accounts that require prior notice for withdrawal
  • Accounts that do not have any available funds
  • Loan accounts, other than Line-of-Credit accounts.

 
7. Sometimes I cannot Transfer Funds to a loan account. Why is that?
 
  You cannot transfer funds to a loan account, other than a Line-of-Credit account, if that sum would place the loan account in credit.
 
8. Sometimes when I transfer Funds to another Savings account it does not increase the available funds of that account. Why is that?
 
  Some Savings accounts require deposited funds to be retained for a certain minimum period before they can be withdrawn. The available funds of these accounts are not increased until that minimum number of days has expired.
 
9. Why is it that some boxes or buttons on my browser’s window are not displayed correctly?
 
  Your PC could be running out of assigned memory. Close down some other applications you have open, to free up memory.
 
10. Sometimes the system rejects what I have chosen as my new password. Why is that?
 
  Here are some rules for passwords:
  • Passwords must be at least 6 characters long and no more than 8 characters. You can enter more than 8 characters, but only the first 8 will be taken into account
  • They cannot consist only of numeric digits
  • They cannot consist only of letters of the alphabet
  • They cannot have any blanks, or spaces, embedded in them
  • They are case sensitive
  • You cannot use the words Password, Passwrd, Passwd, or Secret. These are too easy for someone else to guess.

Here are some examples of invalid passwords:


 65782345
cat Dog
m1dOg
mydoggie		 All numeric
Contains embedded space
Less than 6 characters
Contains only alphabetic letters

Here are some valid passwords, but please don’t use them because any person trying to gain unauthorised access to your accounts will very likely try them first by virtue of their being published here:


 123a456
my/doggy
MeAndU2
Ur@isp

 
11. Why do I sometimes receive a display with the message "System is not Available"?
 
  Sometimes we perform housekeeping functions on the internet server. These only take a couple of minutes but can interrupt service while they are in progress.
 
12. Why do I always need to scroll down to see the full screen on each option?
 
  This may be because your display settings are set to a resolution of less than 800 x 600. You can check these via the "Control Panel" display settings if you are using a Microsoft Windows operating system. If you are unsure of how to check or modify your display settings please contact your PC maintenance service or the dealer from whom you purchased the PC.

It may also be because you have added a toolbar to the window display. If you are unsure of how to check this please contact your PC maintenance service or the dealer from whom you purchased the PC.
 

13. Why am I logged out, and have to sign in again, after I change my password?
 
  This is an extra security measure we have implemented.
 
14. Why is it that sometimes when I perform a funds transfer or an ATM or EFTPOS transaction, it does not appear when I go back and review transaction history?
 
  All transactions performed after our close of business are processed on the following business day and that is when they will appear on your transaction history. However, they do update the available funds balance of the account immediately.
 
15. When I perform a Funds Transfer I receive a Reference Number. What is this?
 
  The Reference Number is a unique number that enables you to reconcile the transaction you have performed over the internet with your periodic account statement. It also enables us to quickly investigate any queries you may have about transactions you have performed.
 
16. The internet service is only usable with Microsoft Internet Explorer version 4 and above or Netscape Communicator/Navigator version 4 and above. How do I know what the version number of my browser is?
 
  These browsers display their version in a box as they load on your PC. Alternatively Click on Help in the menu bar of the browser and the click on About. The version number will then be displayed.
 
17. What are cookies?
 
  Cookies are small data packets that can be stored on your computer by an application you are interacting with over the internet. We use cookies to monitor the state of our server’s connection with your computer.

To use our application your browser must be instructed to accept cookies. Your browser may be set to do this already, in which case you may be unaware that cookies are being exchanged between our computers. If not, you will probably receive messages from your browser asking whether you want to accept cookies.

Consult your browser’s Help facility to find out how to change your browser’s settings to accept cookies.

At the end of your session our application always removes any cookies we have placed on your PC.

Be assured we do not use cookies for any purpose other than to monitor the status and integrity of your current session.
 

18. I connect to my credit union internet banking service using Microsoft Internet Explorer 5. When I click on the padlock symbol to view the security status of my connection I receive the message "This certificate has failed to verify for all of its intended purposes." Does this mean my connection is not private and secure?
 
  Rest assured that your privacy and security are at our normally high levels. The suppliers of our Digital Certificate, Verisign, and Microsoft have acknowledged that the message is misleading and they are working to correct it. In all other respects the connection is working correctly. The following link, provided by Verisign will provide more detail:

http://www.verisign.com/cus/srv/kb/global/global0008.html
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