Welcome to the Troubleshooting area. Here you can get information and suggestions for problems you may be experiencing. Click on a problem below for information and suggestions related to that problem. Or choose an item from the menu to the left.
If this area does not provide the information you are looking for, select the feedback option in the menu on your online banking LOGIN, and send us a description of your problem.
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- I've forgotten my Sign-On ID and/or Pass Code.
- I've requested an Account to be added, but it doesn't show up in my Account Summary.
- When I click on the Register of an account, the register shows no transactions.
- When I sign in, I am immediately presented with an ALERT screen saying I have performed an illegal activity.
- While working with in Online Banking , I am occasionally presented with an ALERT screen.
- What are Cookies?
- There is a transaction in my register that I don't recognize.
- The information in my register doesn't appear to be up-to-date.
- I've scheduled a transfer and it has not been made.
- Internet Explorer 11 Compatibility Issues.
I've forgotten my Sign-On ID and/or Pass Code.
If you have forgotten your Sign-On ID or Pass Code, send a feedback message stating this fact to the Support Desk. Be sure to include your name with the message. You will then be contacted to verify your identity. Upon verification, this information will be presented to you again.
I've requested an Account to be added, but it doesn't show up in my Account Summary.
When you request an account to be added, the request is placed in a queue for verification. This verification process may take a couple of business days. If, after a couple of days have passed, the account doesn't show up in your account summary page, send a message to the Support Desk and the matter will be researched.
When I click on the Register of an account, the register shows no transactions.
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 register. If you have had transactions in your register in the past, and they are no longer showing, send a message to the Support Desk, and the matter will be researched.
When I sign in, I am immediately presented with an ALERT screen saying I have performed an illegal activity.
This is most commonly caused by your browser not being configured to accept cookies.
You should be aware that Online Banking depends on cookies to verify your identity after signing in. If you've disabled 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 Online Banking to manage your accounts.
With most web browsers, 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-in to 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.
While working in Online Banking, I am occasionally presented with an ALERT screen.
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 of 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 then 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 browser's cookie configuration (see the previous problem).
What are Cookies?
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 the 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. (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.
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 Web site you visit to keep track of such things as the following:
- The address of the page that contained the link that brought you to their site
- All the pages you visit on their site
- Choices you made on forms on their site
- What browser you are using
- Extensions you might have added to your browser
- The operating system you are using
- The time your system clock is set to
- The absolute address (IP address) of the server that connects you to the Internet
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 your e-mail 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.
There is a transaction in my register that I don't recognize.
If there is a transaction in your register that you don't recall making or creating, send a message to the Support Desk, specifying the transaction information and the issue will be researched.
The information in my register doesn't appear to be up-to-date.
If you feel that an item has cleared but is not showing in your register, send a message to the Support Desk, specifying the transaction information, and the issue will be researched.
I've scheduled a transfer and it has not been made.
Send a message to the Support Desk to inquire about the status of the transfer.
Be sure to provide the item's reference number (the reference number is displayed on the Register screen under the "Num" column). The transfer will then be traced and a status response will be sent to you.
Internet Explorer 11 Compatibility Issues
The recent release of Microsoft's Internet Explorer 11 (IE 11) has introduced significant backwards compatibility issues across the Internet, including on popular sites like Google and Facebook. Unfortunately this has affected FBFCU's Online Banking and IE 11 is incompatible with several web controls used (like the Login/Enter button). Our service provider for our Online Banking site has informed us that they plan to have a fix in place by February 14, 2014. In the mean time, here are a few workarounds that should allow you to access Online Banking:
Add "secure-firstbristol.org" to the Compatibility View settings in Internet Explorer 11:
- This option seems to be working for most members.
- Go to the FBFCU Online Banking sign-on page (where you enter your sign-on ID).
- Press Alt-X on the keyboard. That should bring up a menu at the top-right of the window.
- If Alt-X doesn't work, you can also click the gear icon on the top-right of the Internet Explorer window.
- A third option is to click the Tools option from the menu bar if it's visible.
- Select the "Compatibility View settings" option.
- Click the "Add" button at the top of the box.
- Click the "Close" button at the bottom of the box.
- You should now be able to sign on to Online Banking successfully.
Install an alternate browser like Google Chrome or Mozilla Firefox:
Uninstall Internet Explorer 11:
- Click the Windows Start orb (bottom-left).
- Open Control Panel.
- Select "Programs and Features".
- On the left-hand side of the Window, select "Turn Windows features on or off".
- When the Windows Features box opens, remove the check from the box next to "Internet Explorer 11".
- You may receive a warning at this point. Click the "Yes" button to continue.
- Click the OK button at the bottom.
- This will revert the Internet Explorer version to 10.
- You'll want to be aware of any automatic Windows updates that may try to reinstall IE 11.
- You may need to restart your computer when the changes are complete.