Help

If you experience problems with our website or internet banking then the following troubleshooting steps should be taken:

  1. Make sure your internet browser is up to date – to check, visit http://www.whatismybrowser.com)
  2. Close all tabs/windows to our website and then clear the internet browser’s cache
    How to clear the cache for different browsers: Google Chrome - Internet Explorer - Firefox - Chrome for Android. If yours isn’t listed, search the web for instructions specific to your particular browser.
  3. Close and re-open the browser after clearing the browser cache.
  4. Don't use shortcuts, favourites or search results as they could be causing the problem. It’s best to go directly to our login page [ https://www.co-operativebank.co.nz/InternetBankingSecure/t/iblogin.aspx.]
  5. Ensure cookies and JavaScript are enabled – check your settings or visit http://www.whatismybrowser.com
  6. Disable all extensions/add-ons and toolbars, then re-enable them one by one so you can work out which one is causing the problem.
    How to disable extensions in different browsers: Google Chrome - Internet Explorer - Firefox. If yours isn’t listed, search the web for instructions.
  7. If that fails then try using a different internet browser or our Mobile app.
  8. Make sure you are using a recommended web browser
  9. If you need help, ask an able home user or trusted IT advisor to work through these steps with you.

Suggested alternative browsers:

Troubleshooting

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.

Set your internet browsers text zoom level to 100%.

When I click on the login button nothing happens

  1. Make sure you don't have an internet banking login page already open
  2. Make sure your pop up blocker isn't stopping our login page from opening
  3. Make sure javascript is enabled
  4. Work your way through the troubleshooting steps above

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

Your session will time out if you don't do anything for 10 minutes. If your internet browser attempts to refresh a transactional page then you may also get this message. If this is not the case then:

  • Check that cookies are enabled
  • Work through the troubleshooting steps listed above.
  • Try an alternative smartphone, tablet and internet browser

Frequently asked Questions

What web browser can I use to access Internet Banking?

We recommend the following browsers:

Windows 7+ OSX 10.7+
Internet Explorer 8+ Safari 6+
Firefox 32+  
Chrome 38+

On Mobile (Smartphones and Tablets):

Andoid 2.3+ IOS 7+
Chrome Safari

We test our internet banking website against these browsers. If you are using a browser that is not recommended by us, then you may experience problems.

We recommend you keep your devices operating system, antivirus and browser software up to date. If your operating system or browser is no longer supported (i.e Windows XP) by your vendor and receiving regular security updates then you should consult with your trusted technical advisor about upgrade options.

See this Netsafe article on upgrading your web browser

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

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.

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