Many factors can play a part in why members are experiencing problems during login to online banking. Below are some questions to ask along with some common resolutions.
- How are you entering online banking? Is the member using direct login from the credit union's website? Or are they entering using www.itsme247.com? Can a credit union employee login into their own account successfully using the same method?
- If the member is entering online banking from their desktop or from favorites it is a good idea to have them delete the shortcut URL before proceeding with a password reset.
- Sometimes members will save passwords to their PC. When the password gets reset in any way, the saved password may conflict with the new password, causing problems. If your member has saved their password advise them to clear their temporary internet files and cookies before proceeding.
- Although members should not share their passwords with anyone, verify that if the member has shared their password with a spouse or family member, that the other person hasn't changed or accidentally disabled the password.
- Ask the member to try to login while keeping you on the phone, telling you step by step the actions they are taking and describing the result after each action. This will help you determine what the cause of the problem could be.
- If possible, have the member login immediately after performing the reset while you are still on the phone with them. Again have the member describe what they are seeing as they see it.
- Remember that online banking requires an operating system of Windows 98 or newer.
- Verifiy that the member has cookies turned on. Cookies must be turned on to use online banking.
- Verify the browser has a 128-bit encryption level