Help

Occasionally you may come across a problem when attempting to access Internet Banking. Listed below are some common problems you may experience when attempting to access Internet Banking, and how to fix them. If you have read through all of the help documentation and are still unable to login to Internet Banking you should contact your local branch during business hours.

Many problems are able to be solved by returning your web browser to its default state. This is a simple procedure, simply follow the instructions under the heading "Resetting your web browser".

Frequently asked Questions

What software will my computer need to access Internet Banking?

Apart from a supported web browser, you do not need any special software to access Internet Banking.

What web browser can I use to access Internet Banking?

We recommend the following browsers:

Windows based browsers (PC) MacIntosh based browsers (Mac)
Internet Explorer 8 and above Safari 5.1
Firefox 17 and above Firefox 17 and above
Chrome 23 and above Chrome 23 and above

We try to support a wide variety of modern and popular browsers. If our website is not behaving in your browser please ensure you have the most recent browser version. If the problem persists please contact our web administrator, we may be able to help.

What causes the error message "HTTP Error 404 object not found"?

This means that the webpage you are trying to view no longer exists on our website, or that the page location has shifted. If you have typed the location of the webpage directly into your web browser check your spelling, and check that it is a valid address. If you followed a link from The Co-operative Bank website and received this error message please phone your local branch during normal business hours for assistance.

Why does the look of my screen change when I access the transactional pages of Internet Banking?

You'll notice a change in the way your screen looks once you enter Internet Banking. All that has happened is the navigational buttons (e.g. Back, Forward, and Home) of your browser window have been removed along with the standard menu tool bar (e.g. File, Edit, and View). These have been removed to allow more screen space for you to view and complete your transactions. Use the navigation menu on the left-hand-side of the screen to navigate your way around.

Will I need a password?

Yes. You select your own password as part of the registration process. Your password must have between eight and fifteen characters and contain at least one alpha letter and one numeric digit. It is case sensitive. This password (along with your customer number) is required each time you begin an Internet Banking session. It's important that you keep your password secret. You should never store your password on your computer, tell anyone what it is, or write it down. You can change your password at any time using the personalisation section of Internet Banking.

What happens if I forget my password?

Call your local branch during normal business hours and they'll reset your password. You'll then need to go through the registration process again, using the PIN you originally received when you first applied for Internet Banking. If you're a Telephone Banking customer your Internet Banking PIN number will be the same as your Telephone Banking PIN number.

If you enter your password incorrectly three times in a row, you'll be locked out from Internet Banking. This is necessary to prevent unauthorised access to your accounts. If you're locked out, call your local branch during normal business hours for assistance.

What can I do if I am unable to login with my customer number and password?

Read through the troubleshooting section to see if any of the issues discussed there are able to solve this problem. Try following the instructions to reset your web browser to its default state and if you've any third party software installed (such as a pop-up blocker or a personal firewall) it may pay to try disabling this while attempting to access The Co-operative Bank website. If you're still unable to login phone your local branch during normal business hours for assistance.

What happens if I forget to log off?

If you leave your computer, or forget to exit when you have finished an Internet Banking session, you'll automatically be "timed-out" after 10 minutes of inactivity. However, this in no way reduces or removes your liability for ensuring that appropriate personal security procedures are followed. Always exit from your Internet Banking session using the "Logout" link on the menu once you have finished.

A cookie is a file sent to your computer by a web server. Your computer stores the file and it is sent back to the web server each time you request a web page. While some cookies remain on your hard drive until you remove them, session cookies are stored on your computer only while you're using Internet Banking.

Does The Co-operative Bank use cookies?

Yes we do. Each time you login to Internet Banking, a session cookie will be sent to your browser from The Co-operative Bank web server. We use session cookies for security reasons. Every time you perform a transaction or view a new Internet Banking page, a message is sent back in order to authenticate the request. The cookie will only be present on your computer while you are logged on to Internet Banking, and will be removed automatically when you exit.

What do I do if my computer crashes while I'm doing my banking?

All of the transactions you made before your computer crashed should have been processed. To check that they have, restart your computer, connect to Internet Banking, and view your last transactions. If the transactions have been processed they'll appear on the appropriate account statement.

What type of software packages can I export information to?

You can download your transaction information in .csv (comma separated value) format, which is compatible with most personal finance software programs and spreadsheets. You can also download transactions in .qif format for Quicken and MS Money.

Troubleshooting

Don’t use old bookmarks

We expect that if you use a bookmark to an old URL you will automatically be redirected by our system. However if you encounter unexpected error messages or warnings then please delete and recreate any bookmarks you have made.

Bookmark instructions: Google Chrome , Internet Explorer, and Firefox.

Clear your web browser cache (temporary internet files) and cookies

Your web browser may have stored parts of our websites in a temporary cache. If you experience any kind of issue relating to Internet Banking, an important first step is to clear the browser cache.

  • Open your browser (Chrome, Explorer, Firefox, etc).
  • Ensure you close any Co-operative Bank pages (including Internet Banking).
  • Clear the browser cache (you can usually do this on a PC by holding down CTRL SHIFT and DEL)
  • Close the web browser.
  • Reopen the web browser.

More instructions on how to clear the cache: Google Chrome, Internet Explorer, and Firefox.

Resetting your web browser

There are some basic actions which nearly every web browser will allow you to perform to restore the much of the functionality of the browser to it's default state. Detailed below are the actions you'll need to perform. You may need to consult your web browsers help documentation to discover how this is done.

  1. Clear the cookies and cache from your browser.
  2. Make sure that JavaScript and cookies are enabled.
  3. Make sure that SSL encoding is enabled.
  4. Make sure that pop-up windows are not being blocked for The Co-operative Bank website.

I cannot read the text on The Co-operative Bank website as it is too small/large

In many of the newer web browsers there's an option to change the size of the text displayed on websites. In Internet Explorer this option is generally found in the "View" menu, under the heading "Text Size". The default setting is "Medium", that is what The Co-operative Bank website has been designed to be viewed under. If you have a setting in your browser for anything different to the default size the text will not be displayed as intended.

When I click on the login button nothing happens

I am not running pop-up blocking software

All you need to do is fill in your customer number and password in the appropriate fields. As soon as you have done this the login button becomes active and you can click on it to login.

If the login button is still inoperable it is due to one of two things. Either you have put an invalid account number in the customer number field or you have put in a password which does not meet the requirements for an internet banking password. The requirements for an internet banking password are: minimum of 8 characters in length, maximum of 15 characters in length, the password must be alphanumeric (comprised of both letters and numbers).

I am running pop-up blocking software or have a web browser which automatically blocks pop-up's

The new window created to provide a secure environment for your internet banking is blocked by these programs and that's why nothing is happening.

Most anti pop-up software has an option to allow website's you explicitly define to create pop-up windows. If you add The Co-operative Bank to the list of accepted sites you should be able to use your Internet Banking without any problems.

If you're unable to locate an option to allow only Internet Banking through your pop-up blocker you'll need to disable the software to gain access. You should be able to re-activate it after you have finished doing your banking.

When I login I get an error message telling me that my session has timed out

This is because you do not have cookies enabled. As part of our security policy The Co-operative Bank uses session cookies to verify your identity once you have logged in to Internet Banking.

Every time you perform a transaction or view a Internet Banking page the cookie is checked to confirm your identity. If you don't have cookies enabled this is unable to take place and your Internet Banking session times out. Once you have finished using Internet Banking the cookie is removed from your computer.

To fix this problem, check the cookie settings in your browser and depending on the browser you use, make sure that cookies are either set to a Medium security setting or that they are allowed for The Co-operative Bank website.

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