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Internet Banking help and troubleshooting Switchbanks

Following are common issues that people experience with Internet Banking. 

I have tried to log into the Internet Banking site and see a blank / white screen
I cannot access Internet Banking from a network PC and/work or home PC

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

Switchbanks 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 5 to 7 :Download latest Internet Explorer here

    select the 'Tools' option from the menu bar at the top of the screen

    select the 'Internet Options' option 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

Netscape: Download latest Netscape Navigator here

    select the 'Edit' option from the menu bar at the top of the screen select the 'Preferences' option click the '+' sign next to the 'Advanced' category.

    This will expand the category options select the 'Proxy' option either:

      select the 'Direct Connection to the Internet' option, or >select 'Manual Proxy Configuration' and 'View....', then remove the address in the 'Security' section (if any)

    select 'OK' to accept your changes

I try to log into Internet Banking and get a 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)

Switchbanks 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 in Internet Explorer 5 to 7:

    select the 'Tools' option from the menu bar at the top of the screen select 'Internet Options'

    select 'Advanced' in the section titled 'Java Script' ensure Java settings are enabled click 'OK' to accept changes


To check and change the Cookie settings in Internet Explorer 5 to 7:

    select the 'Tools' option from the menu bar at the top of the screen

    select 'Internet Options' or 'Internet Explorer Properties' select the 'Security' tab

    select the Internet icon (world map) in the section "Security Level for this Zone" the security should be set on MEDIUM click on 'Custom Level'.

    Security settings will be listed scroll down to 'Cookies'. click on the 'Enable' circle for both Cookies settings click 'OK' to accept your changes

To check and change the Security Level in Internet Explorer 5 to 7:

    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.

I am temporarily locked out of Internet Banking

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

Switchbanks 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 by most banks and you will be able to gain access using the correct Internet code once again. Please call your local bank to have this fixed and become unblocked from the banking server.

Which Internet browser do I need to use Internet Banking?

Optimum viewing results for Internet Banking are achieved using the following Browsers:

    Microsoft Internet Explorer version 7, or later. Netscape Navigator version 6 to version 8. 

 

I cannot see the buttons / images in Internet Banking webpage

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

Switchbanks 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 5 to 7:

    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

Netscape (v4.72 to 8):

    select the 'Edit' option from the menu bar at the top of the screen select 'Preferences' in the 'Category' section,

    select 'Appearance' select 'Colours' disable / untick the box 'Always use my colours, overriding document'

    click 'OK' to accept all changes

 

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.

Switchbanks solution: Too disable the 'Auto Complete Password' function follow the instructions below. If your browser version does not appear, use your Browser's Help to locate the relevant information.

Internet Explorer 5 to 7:

    select the 'Tools' option from the menu bar at the top of the screen

    select 'Internet Options'

    select the 'Content' tab in the Personal Information Section,

    select the 'Auto-complete' section remove the tick from the 'User names and passwords on forms' box click on the 'Clear forms' and 'Clear passwords' buttons (this will delete all auto-complete history) click 'OK' to accept the changes

 

I receive an error message of 'Request has been rejected'

likely cause: Cookies are not enabled for the Internet Banking site address

Switchbanks solution:  To enable the cookies for Internet Banking site, follow the instructions below. If your browser version does not appear, use your Browser's Help to locate the relevant information.

Internet Explorer 5 to 7:

    double-click with your mouse on the security icon (as shoon below) that appears in the status bar at the bottom of the browser screen
    The “Privacy Report” Dialog Box will now appear. In the 'Show' drop down menu box select 'Restricted Web sites'
    If you are still unable to log-on after performing the above step, our Internet Banking hosts have suggested that a re-installation of your Internet Browser is required.

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