Troubleshooting

Online Banking Troubleshooting

Problem 1: I’ve forgotten my Sign-On ID and/or Password.

RECOMMENDATION

If you have forgotten your Sign-On ID, please call customer service at 508-238-1000 or 508-238-2092. Upon positive identification we will give you your Sign-On ID.

If you have forgotten your Password, you have two options:

If you have already chosen a Secret Question/Phrase & Response, you can receive your password by entering your Sign-On ID, click enter, then click the Forgot Your Password? link. Follow the onscreen instructions and your password will be emailed to you.

If you have not chosen a Secret Question/Phrase & Response, call online banking support Monday to Friday, 8:30 AM to 5:00 PM. You must know your Sign-On ID in order for us to reset your password.

Problem 2: I’ve requested an Account to be added, but it doesn’t show up in my Account Summary.

RECOMMENDATION

When you request an account to be added, the request is placed in a queue for verification. This verification process may take one to two business days. If after two business days have passed, the account still does not appear in your Account Summary page, send a message to the Customer Service Desk and the matter will be researched.

Problem 3: When I click on the Transaction Activity of an account, the Transaction Activity shows no transactions.

RECOMMENDATION

Posted transactions to your account are tracked by the system from the point of enrolling or adding the account. So, as time goes by, transactions will begin to show in your Transaction Activity. If you have had transactions in your Transaction Activity in the past, and they are no longer showing, send a message to the Customer Service Desk and the matter will be researched.

Problem 4: When I sign in, I am immediately presented with an ALERT screen saying I have performed an illegal activity.

RECOMMENDATION

This is most commonly caused by your browser not being configured to accept cookies.

You should be aware that Bank of Easton’s Online Banking depends on cookies to verify your identity after signing in. If you’ve disable cookies from within your browser, or if you are running third-party software that intercepts or deletes cookies, you will not be able to use Bank of Easton’s Online Banking to manage your accounts.

With Microsoft Internet Explorer, you have the option of ordering your browser to disable all cookie use, to accept all cookies, or to alert you every time a cookie is offered. Then you can decide whether to accept one or not.

If you have your cookies disabled, you will be presented with an ALERT page whenever you attempt to sign on to Bank of Easton Online Banking.

If you chose to be prompted every time a cookie is offered, you will get a number of dialog boxes after signing in asking whether you want to accept the cookie. If you answer yes to these dialog boxes, you will be allowed to use the system. If you answer no to any of these dialog boxes, you will be presented with the ALERT page.

Changing how Internet Explorer 8.0 deals with Cookies

  1. 1. On the Tools menu, click Internet Options.
  2. 2. Click the Privacy tab.
  3. 3. Select the applicable setting Level (recommend: Medium) for your Internet zone.

 

Problem #5: While working in Bank of Easton’s Online Banking, I am occasionally presented with an ALERT screen.

RECOMMENDATION

Bank of Easton’s Online Banking will automatically sign you out if you have remained idle for a period of time. This is done in case you have forgotten to sign-off the system. If you are idle on a particular page for a while, the system may interpret this to mean that you have left the system and will subsequently sign you off. When you request your next page, you will be presented with the ALERT screen and you will need to sign back on again.

If you have not been idle for any period of time and you receive the ALERT screen, this may be caused by your browsers cookie configuration (see problem #4).

Problem 6: What are Cookies?

RECOMMENDATION

Cookies are small text files on your system, used for keeping track of settings or data for a particular web site. Because the servers that receive your requests for web pages have no way of knowing specifically who is making a request, they have no way of storing settings for specific users or changing the page they send based on choices a user has made on another page.

Cookies solve this problem by saving settings on your (the user’s) system. When your browser requests a page, it sends the settings that apply to that page along with your request. Because your browser will send back only the settings to the server that originally created them, cookies are a very secure way of maintaining data that is specific to a particular user.

Cookies can be temporary or permanent. Your browser keeps track of temporary cookies as long as it is running, but deletes them when it is shut down. Temporary cookies are used to pass information between web pages during a single visit. Bank of Easton’s Online Banking uses this method.

Your browser saves permanent cookies as tiny files on your system to maintain settings or data between multiple visits. “Permanent” cookies are actually set to expire at some time in the future (commonly between 30 days and a year from their creation date), and are automatically deleted from your system at that time.

Cookies are currently the only way to save personal choices between visits to a web page without having to log on each time you come to the page.

Cookie Concerns

Although disabling cookies for your browser is an option, it’s intended for a small minority of people with extreme security or privacy concerns. If you choose it, you give up a lot of convenience in exchange for a small amount of perceived privacy.

For example, with or without cookies, it is currently possible for the creators of a webs site you visit to keep track of such things as the following:

The only thing cookies add is the ability to keep track of this type of information over multiple visits, thereby allowing the creators of the web site to build a more precise profile of a particular visitor’s preferences.

But the creators of a web site do not have access to personal information such as your name or email address unless you specifically give it to them. Therefore, they have no way of matching any data they might have gathered with a specific user.

The only information available to a web site that comes close to identifying you specifically is the IP address, but most Internet servers provide connections for multiple users, and each user is usually assigned a new IP address randomly each time they log on.

Problem 7: There is a transaction in my Transaction Activity that I don’t recognize.

RECOMMENDATION

If there is a transaction in your Transaction Activity that you don’t recall making or creating, report the transaction by calling customer service at 508-238-1000 as soon as you discover it. We will then research the issue.

Problem 8: The information in my Transaction Activity doesn’t appear to be up-to-date.

RECOMMENDATION

Bank of Easton’s Online Banking is updated each morning with posted transactions from the night before. Transactions made on weekends and holidays will not post to your account until the next business day.

If you feel that an item cleared but is not showing up in your Transaction Activity, send a message to the Customer Service Desk identifying the transaction, and the issue will be researched.

Problem 9: I have scheduled a payment and it has not been made.

RECOMMENDATION

If your payee has not posted the payment to your account within a few days of receiving it, you can place a research request. From the Bill Pay Dashboard click on the payment, then click on the hyperlink under Status. Click Request Research on this payment, answer two questions about the payment and click Request Research. Most research requests are answered within three to five business days.