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You have to verify your home or office PC every time you try to access Internet Banking

Cause: In order for your personal computer to be recognized after completing the verification process, CAP COM's new security feature requires the cookie associated with CAP COM's internet banking website to be saved and stored. Having to verify the same personal computer over and over is a clear indication that the cookie associated with CAP COM's internet banking website is not being stored (or being deleted).

Solution: This is a cookie related issue that can be resolved by using the guide below to adjust your web browser settings to allow for the storing of cookies.

Are you verifying your personal computer as public or private?

Are you verifying your personal computer as public or private?

  • Private - Good
  • Public - For your security, the verification process must be done every time you log into your internet banking from a public computer.

Are you using a different web browser from the one you used last time?

  • No - Good
  • Yes - You will need to verify your personal computer every time you try to access your online banking from a new browser.
  • Don't Know - If you don't know what type of browser you're running, visit this page. Keep in mind that anytime you try to access internet banking from a new personal computer or browser, you will have to do the verification process.

Are you running your browser in Incognito Mode (Google Chrome), Private Browsing Mode (Firefox), or InPrivate Browsing (Internet Explorer)?


Are you running your browser in Incognito Mode (Google Chrome), Private Browsing Mode (Firefox), or InPrivate Browsing (Internet Explorer)?Are you running your browser in Incognito Mode (Google Chrome), Private Browsing Mode (Firefox), or InPrivate Browsing (Internet Explorer)?Are you running your browser in Incognito Mode (Google Chrome), Private Browsing Mode (Firefox), or InPrivate Browsing (Internet Explorer)?

Do you manually clear your browser's history?

Is your browser setup to block cookies or delete them automatically?

Are you using any third party programs or addons that may be affecting the way your browser interacts with the internet? examples:

  • Antivirus - software used to prevent, detect and remove malware. (may block javascript, cookies, or pop-ups)
  • NoScript - Firefox extension - allows JavaScript and other content to run only on websites of your choice. (blocks javascript)
  • Ghostery - Firefox extension - allows you to block scripts from companies that you don't trust. (blocks javascript)
  • CCleaner - Windows PC cleaner - It protects your privacy online and makes your computer faster and more secure. (deletes cookies)
  • Peerblock - Windows IP blocker - PeerBlock lets you control who your computer "talks to" on the Internet. (blocks IPs)
  • Google or Yahoo! Toolbars - A way to extend the browser's GUI and functionality. (blocks pop-ups)
    • No - Good
    • Yes - Try disabling them. Please refer to the third party vendor instructions for information on how to disable the program.
 

How do I open my email to get the OTP when I am in the middle of the registration process?

Solution: This can be tricky for someone who has never managed multiple browser windows. While each browser is different, you are basically going to:

  1. Open a new tab or window
  2. Open your email
  3. Get the passcode
  4. Close the tab or window
  5. Enter the passcode

For step by step instructions:

Unable to login to Internet Banking (Browser)

Solution: If you can view the other areas of our website, but are unable to access Internet Banking, it may indicate a problem with your browser or Internet Service Provider. Both your browser and ISP must support secure websites.

For a list of supported browsers, please click here.

For instructions on how to configure your browser to be compatible with Internet Banking, please:

Click here for recommended Internet Explorer Settings.
Click here for recommended Chrome Settings.
Click here for recommended Firefox Settings.

IMPORTANT: It is highly recommended that the newer browsers be used to access Internet Banking.

 

Unable to login to Internet Banking (ISP)

Solution:If you are using the recommended browser settings and are still experiencing a problem, the problem may lie with the Internet service provider. This is particularly common with employer-based access to the Internet. Your employer may have firewalls, proxy servers, or other equipment that may prevent access to secured sites. Contact your company's Data Processing Department regarding the problem or try to access Internet Banking from another location.

IMPORTANT: When reporting problems to our Customer Service, have as much information ready as possible (e.g., browser version, etc.).

 

Unable to login to Internet Banking ("Internet Account Access Session Error")

Solution: Receiving the following message after logging in successfully will stop all further processing and/or access to any portion of Internet Banking during this session: "Internet Account Access Session Error." Return to the login screen to start a new session. This error indicates that you did not accept one or more cookies. In order to enter the secured encrypted site you must accept the cookies. Since there are several within Internet Banking, it is suggested that you disable the cookie alert within your browser while viewing account information.

IMPORTANT: If you are prompted with a dialog box that asks you to re-enter your password, (after initially entering your User ID and Internet Banking password), your browser may not support JavaScript™, or JavaScript™ may not be enabled. An upgrade may be necessary.

 

Unable to login to Internet Banking (JavaScript blocked)

Solution: If you have already upgraded your browser, the "Enable JavaScript" function may be disabled. For instructions on how to configure your browser to be compatible with Internet Banking, please:

Click here for recommended Internet Explorer Settings.
Click here for recommended Chrome Settings.
Click here for recommended Firefox Settings.

 

Unable to login to Internet Banking (Third Party Software)

Solution: Due to increased security, certain third party toolbars/software may prevent end user access into Internet Banking. This can also include some types of pop-up blockers. In order to log into Internet Banking, this software may need to be disabled or uninstalled. Please refer to the third party vendor instructions for information on how to perform these steps.

 

Unable to login to Internet Banking (Spyware/Adware)

Solution: Due to increased security, certain spyware/adware may also prevent access into Internet Banking. In order to log into Internet Banking, users must remove this type of software from their computer.

Spyware is Internet jargon for advertising supported software (Adware). It is a way for shareware authors to make money from a product, other than by selling it to the users. Adware typically reports your Internet surfing habits back to a third party site for data collection purposes. In order to protect your financial privacy, it may be necessary to install a spyware/adware search tool to determine if your computer has any of this software installed. If you determine that adware or spyware has been installed on your computer, the software will need to be removed.

 

Downloading files to financial software

Solution: To search for help with Quicken, visit the Intuit Web site at http://www.intuit.com/support/

 

Importing to MS Money

Solution:

  1. Go to Account Access and click on Export.
  2. Choose the source account and the date range you wish to download.
  3. Choose Money OFX as the export format.
  4. A screen will pop up. Follow the MS Money instructions.