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GENERAL INFORMATION
ACCESSING INTERNET HOME BANKING
TROUBLESHOOTING
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ABOUT SECURITY
Security refers to preventing unauthorized access to a computer system or network. Affinity Federal Credit Union's hosting company, Digital Insight (DI), uses several layers of technology to prevent unauthorized users from gaining access to our internal network. Affinity and DI's security professionals manage a sophisticated networking architecture that includes screening routers, filtering routers, and firewalls. We also use software that incorporates full RSA data encryption to ensure the security and privacy of transactions. This encryption technology is so secure that it is classified by the U.S. Department of Defense, and U.S. law forbids export of this technology to other countries. As a further security measure, DI utilizes its Internet server as a firewall, thereby preventing customer data from being directly accessed via the Internet.
The Internet Home Banking (IHB) or Home Banking (HB) section is automatically secured/encrypted. Furthermore, the use of Enhanced Login Security helps to ensure that your information is protected by asking you to establish unique challenge questions and answers to verify your identity, and then register the computers commonly used to access Internet Home Banking.
The rest of the Web site can be accessed through either secured or unsecured means. To see if your session is secured, check your browser's display - most have either a small padlock or key icon at the bottom of the screen indicating if a session is secured. Another simple way of determining if a website is secured is to check the URL protocol - in this case, if there is an "s" after the "http." An "s" denotes that the page is secured.
To further ensure security, we recommend the following:
- Never reveal your member ID or password.
- Update your password regularly. Remember, passwords are case sensitive - use a mixture of upper and lower case letters, making it more difficult to figure out. For more tips on how to create a strong, secure password, click here.
- You can change your Internet Home Banking password under User Options at any time. Note that Affinity does not have access to your password. If you forget it, you can reset it using the "Forgot password" link available in the Home Banking Login box. To use this feature, click on the link, and then simply enter your Member ID (the one you regularly use to log in to Home Banking), and follow the steps accordingly. You can also contact our Member Service Center and have your account reset.
- Only register those computers you use regularly with Enhanced Login Security. This will help to ensure that the extra layers of security the feature provides are enabled when it matters most.
- Use the "Sign Off" link to end your Home Banking session. This will completely end your Internet Home Banking session and ensure that your information cannot be accessed by anyone else who uses that computer.
- The amount of time you can remain inactive before being automatically logged out of Internet Home Banking can be set under User Options. For your own security, we recommend keeping this time setting as short as possible.
- Balance your account at least once a month, so any discrepancies can be reported in a timely manner.
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ABOUT COOKIES
Cookies are small pieces of information that websites send to a user's computer, and are accessed by the web server when the user visits other pages, takes certain actions, or revisits the site. There are two types of cookies, persistent and session. Persistent cookies expire on a specific date in the future, while session cookies expire once the user closes their browser or leaves the website. The use of cookies within Affinity's Internet Home Banking is necessary for security; thus, users must enable the use of cookies in their web browser in order to access the system.
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FREQUENTLY ASKED QUESTIONS
Need help? Or are you looking for details about some of our Home Banking services? Find the answers to some of the most common questions about Affinity's Home Banking services:
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HOW TO ACCESS INTERNET HOME BANKING
Internet Home Banking is accessed by inputting your member ID and password (initially, your AUDREY telephone access PIN) in the login area provided on the home page of the website. If you have any difficulty accessing IHB, be sure and contact our Member Service Center.
If you should forget your password, you may reset it by accessing the "Forgot password" link available in the Home Banking Login box. Enter your member ID (the one you regularly use to log in to Home Banking), answer the challenge questions you set up as part of Enhanced Login Security, and you will be prompted to enter a new password.
If you are entering your telephone access code to enter Home Banking, here are a few pointers:
- If your password contains letters, you must first convert the code to numbers using a touch-tone phone keypad. (For example, the password 12mary would be converted to 126279.)
- The first time you access IHB, you will be required to sign up for Enhanced Login Security. As part of this, you must establish challenge questions and answers, which will be used for identity verification. You may also register your computer at this time so that you can bypass the challenge questions the next time you log in from that particular computer. For more information on Enhanced Login Security, visit our Frequently Asked Questions.
- You may be prompted to change your password. The new password you select (it can remain the same) may contain letters and/or numbers and be up to eight characters in length. Remember, letters are case sensitive! From this point on, your IHB/HB password is independent of other computer systems. Your telephone access number (audio response system) will remain the same unless you change it. You may now change either code at any time without affecting the other.
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BROWSER REQUIREMENTS FOR HOME BANKING
The following browsers are recommended for use with this website:
- Microsoft Internet Explorer 6.x (includes AOL 8 & 9)
- Netscape 7.2
- Mozilla Firefox 1.0
- Safari 1.2
All browsers accessing secure pages within our website must support 128-bit encryption; each of the browsers listed above is equipped to do so. If your browser is not in the list and does not support 128-bit encryption, you will need to upgrade to a browser that does in order to continue to access secure pages of the website. If you are using one of these browsers and still cannot log in, be sure and check your browser settings.
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DETERMINING YOUR BROWSER VERSION
To check and see if the browser you are using is one of those listed above, follow the following steps:
- Open your browser.
- At the top, click on HELP.
- Select ABOUT (Name of Browser).
- Help will display the version of the browser you are using. Click on OK to exit.
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DOWNLOADING FILES TO FINANCIAL SOFTWARE
Within Internet Home Banking, there is an option to download your transactions information into Quicken™ or Microsoft Money™, helping you to reduce or eliminate manual data entry. The information provided on your monthly statements is the only information that can be downloaded. Since there is a limited amount of space, the information available for download is limited to the most recent 3 months, including the current month.
To download your transaction information:
- Click the Export link in the Account Access area
- Select the account from which you will download data
- Select the timeframe
- Choose an export format based on the software you are using
- Click "Download Data"
- Click Save File
- Choose drive and name file
- Click Save
The file can now be imported into your software by following the instructions included in the software program.
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UNABLE TO ACCESS INTERNET HOME BANKING
Many problems in accessing Internet Home Banking are caused by common issues with fairly simple solutions. Ask yourself the following questions, and check below for procedures that may help you to get up and running on your own. Of course, you can always contact our Member Service Center for assistance.
- Are you on a network that does not allow access to secure pages? Your network firewall may have disabled access to secure pages. If so, try accessing Internet Home Banking from a different network.
- Is your internet service provider (ISP) having problems, such as line noise? You may receive "Page cannot be found" errors as a result.
- Are you using one of the recommended browsers, and does it have all of the necessary components/updates installed? Check the minimum browser requirements above, and make sure that your browser is fully up to date.
- Did you try to access Internet Home Banking from an old URL/bookmark? Sometimes changes are made that cause old bookmarks to not work properly anymore. When in doubt, always log in from the home page.
- Did you try closing your browser and then re-opening it? Sometimes, browsers can have temporary settings or other issues that can be solved simply by closing the window and trying again.
- Is your browser set to accept all cookies, and allow JavaScript? Have you cleared your old cookies, as well as your browser's cache/Temporary Internet Files folder? See below for information on how to change your browser's settings to work with Internet Home Banking.
The majority of issues can be solved just by going through the list above!
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COMMON ISSUES
The following additional errors may occur when accessing Internet Home Banking:
- Member verification errors: Check your member number and try again, you may have simply entered it incorrectly. Make sure that you have the correct information, and that the caps lock key is off (member IDs and passwords are case-sensitive). If you have established an alternate login ID, be sure and use this and not your member number. Also, if your member ID starts with leading zeros, try entering it without them (for example, try entering 0006789 as simply 6789). Finally, if you keep receiving a request to enter your member ID and password, it might be because your browser does not have JavaScript enabled.
- Your account is locked out: After three (3) consecutive bad login attempts, your service is automatically frozen for your protection. Contact the Member Service Center to have your service reinstated.
- Information entered does not match: This error is received when your Enhanced Login Security challenge questions are answered incorrectly. Try logging in again, and make sure that your challenge question answers match exactly; if you cannot remember your answers, contact the Member Service Center for assistance.
- Your password cannot be verified: There are a number of possible causes for this error, including the following:
- The password you entered is incorrect. Please verify and reenter it.
- The Caps Lock key is on. Since passwords are case sensitive, the Caps Lock key may alter the way your password is being entered. If you are accessing Internet Home Banking for the first time, be sure to convert any alphabetic characters in your password to numbers based on the layout of your telephone keypad. (For example B4TIME should be entered as 248463.)
- If you have not logged into Internet Home Banking in three months or more, your account may now be considered inactive and your password reset. Try entering your current AUDREY (audio response system, not Bill Payment) password.
- If you have forgotten your password, you may reset it using the "Forgot password" link available in the Home Banking Login box. To use this feature, click on the link, and then simply enter your Member ID (the one you regularly use to log in to Home Banking), and follow the steps accordingly.
- Service temporarily unavailable: This message is displayed when Internet Home Banking is temporarily down for system maintenance or is experiencing telephone circuit problems. Try again periodically. If the message is displayed repeatedly, please contact us.
If you are still having trouble logging in to Internet Home Banking, contact our Member Service Center for more information and assistance.
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CHANGING YOUR BROWSER SETTINGS
No matter which browser you use, several options must be enabled in order for Internet Home Banking to function properly. To change your settings, or to view the steps needed to clear your browser's cache and delete cookies, choose your browser from the list below:
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If you have additional questions, or require further assistance, please contact our Member Service Center at 800-325-0808.
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