Internet Banking Troubleshooting
Troubleshooting guide
- What services are available on internet Banking?
- Can I 'bookmark' internet Banking for quicker access?
- Why do we have to go through the initial login process of Terms & Conditions, etc?
- How can I register for the service?
- Is the site secure and are my accounts protected?
- Why do I need to change my password when I first log in?
- Can I change my password?
- What do I do if I have forgotten my password?
- What do I do if my account is blocked?
- Why does internet Banking log me out after 10 minutes?
- How can I receive confirmation of my transfers?
- There aren't enough transactions on the screen. How can I alter this?
- How many transactions does internet Banking hold?
- Which browsers work best with internet Banking?
- How do I check what version I am using?
- Why do I need to be able to accept 'cookies'?
- Why does internet Banking display differently on different screens?
- Why can't I see the latest updates that have been made to the web pages?
- What does it mean if you get an error message 'Cannot open site'?
- What does it mean when I get an error message 'page cannot be displayed' or 'you are not authorised to view this page'?
- If I need help, who do I contact?
- Why have you changed our statement cycles?
1. What services are available on internet Banking?
We are pleased to offer our members the convenience of internet Banking. Many of our members say it's increasingly difficult to find the time to do their banking transactions in person.
E-commerce solutions, including the phone and internet, allow us to offer you a way to keep track of your finances from the comfort of your home or office, at a time that suits you.
We have a range of products and services that we already deliver to our members and many more are on the way!
On our internet Banking site you can:
- Check your account balances.
- Obtain a list/statement of transactions.
- Pay your bills using BPAY® bills.
- Make transfers between your own and external accounts and receive an email confirming the transaction.
- Download your account details into a form suitable for MS Money, Quicken or Excel applications.
- Check the interest you have earned year to date, (only for accounts that are current and open).
- Review your term deposit, loan and payroll details
- Submit change of address. Change of address will be processed within 24 hours.
- Order a cheque book.
- Review your periodical payment details.
- Obtain online Statements.
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2. Can I 'bookmark' internet Banking for quicker access?
Yes, you can bookmark this service from the login page. Just click on the text "To add this page to your favourites, CLICK HERE". This will save this page in your computer's Favourites folder.
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3. Why do we have to go through the initial login process of Terms & Conditions, etc?
The initial login process of agreeing to our Terms & Conditions is a one off process. However, you may re-read the Terms and Conditions at any time.
The Terms and Conditions enable us to explain our responsibilities and subsequently what your responsibilities and rights are.
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4. How can I register for the service?
There are 2 convenient ways to register:
- Phone 13 29 30 and register, 8.25am – 6.00pm Monday – Friday
- Visit your local branch.
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5. Is the site secure and are my accounts protected?
Yes, our internet Banking site employs 128-bit encryption of data sent to and from the site that cannot be intercepted and read by others. This is currently one of the highest levels of encryption available. (Encryption scrambles the data that is sent on the line to stop people who may try to tap into or hack into internet communications). The yellow padlock on the bottom of the browser page indicates that the site is secure. The web address "https://www" signifies that members are accessing a secured address (unsecured addresses start with "http://").
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6. Why do I need to change my password when I first log in?
To increase the security of your password, you will be prompted to change the password issued to you upon registration, to one of your choice. This ensures complete security as the only person to know the password is you.
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7. Can I change my password?
Yes, select the 'change password' option from the maintenance tab on the left navigation menu. You will need to enter your existing password and the new password you would like to use.
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8. What do I do if I have forgotten my password?
If you've forgotten your password simply phone us and request your password to be reset. Once we have verified your request, your password will be reset. When you next login to internet Banking you will be requested to change your password.
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9. What do I do if my account is blocked?
If you have entered the incorrect password 3 times, on your third attempt you will be locked out. To regain access, please contact us on 13 29 30. Once we have verified your request, your password will be reset within 4 hours if received within business hours or the next business day if received out of business hours. When you next login to internet Banking you will be requested to change your password.
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10. Why does internet Banking log me out after 10 minutes?
internet banking will time out after 10 minutes of inactivity on the keyboard. This is a security measure to ensure that if the screen is left without logging out, internet banking will log you out, preventing other people from accessing your private account details. You will need to log in again to resume access.
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11. How can I receive confirmation of my transfers?
Simply register your email address with us and you will be sent a confirmation after every transfer is scheduled to be processed. If you have already provided your email address and don't receive confirmations please phone us .
We will ensure we have your correct email address and work to resolve the situation quickly.
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12. There aren't enough transactions on the screen. How can I alter this?
You can choose the number of transactions displayed on your screen, the number of transactions to print per page, or the order that they run in, by selecting the 'Personal Settings' option from the Maintenance tab on the left hand navigation menu. These changes will take effect instantly.
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13. How many transactions does internet banking hold?
Internet Banking software has the capacity to hold 180 days of transactions at any one time.
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14. Which browsers work best with internet banking?
Internet Banking has not been designed with any one particular browser in mind.
However, to ensure you can use the new features now available to you we have incorporated the use of advanced technologies such as DHTML and style sheets. Some older versions of browser may experience problems in supporting these components.
Other factors also influence the behavior of the product, including your hardware platform, network connection, browser settings and operating system version.
Internet Banking does not target any one system - rather we have endeavoured to reach a common ground. Please be assured that internet banking is in a continual state of development to conform to emerging standards.
Windows
Macintosh
Linux
Important information regarding internet Explorer 6
Internet Explorer 6 provides the option to adjust the way your computer handles cookies and is automatically set with cookies "disabled". Internet Banking requires that you have your privacy setting set at either Medium or Medium/High as internet banking uses cookies to keep track of your internet banking session.
To ensure cookies are enabled follow the steps below:
- Open your browser
- Go to the "tools" menu
- Select the "internet options" menu option
- Select the "security" tab
- Select the "custom level" tab
- Scroll down to "cookies"
- Select "enable" cookies on both settings
Internet Explorer 6 is now ready for use with internet banking.
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15. How do I check what version I am using?
To check the version you are using, go to Help on the browser then either About internet Explorer or About Firefox etc, the version that is on that machine will be displayed.
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16. Why do I need to be able to accept 'cookies'?
Cookies are alphanumeric identifiers that can be transferred to your computer's file system through your web browser. QTMB's internet banking does not use persistent cookies. It does however use a transient cookie to bind your logged in session with the current instance of your browser. QTMB's internet banking does not keep a database of information obtained via cookies.
In order to use internet banking your browser must be set to accept cookies.
Most web browsers automatically accept cookies, but they allow you to instruct your browser to prevent the use of cookies. If you disable this feature internet banking will not function properly. In this event you will need to change your settings to accept cookies.
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17. Why does internet banking display differently on different screens?
You will notice that on different screens or monitors, internet pages may look different, i.e. you may be able to see more of the page on some screens than others and you will also have scroll bars when required.
This is due to the screen resolution that is set on the individual PC. This can be altered, however some older machines are limited as to how much they can be changed.
If you find that you are unable to see part of the page e.g. the log out button, which is on the top of the page, then we suggest that you change your screen resolution as follows;
- Go to start,
- settings,
- control panel,
- display,
- settings.
The screen resolution should be either 800 x 600 or 1024 x 768.
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18. Why can't I see the latest updates that have been made to the web pages?
Sometimes your computer will store a web page and therefore, you will not see any updates or changes to the page until your browser is refreshed. This is referred to as caching.
To refresh the site, we advise you to;
- Hold down the control key and hit F5 key - or hold down the control key and hit the Refresh/Reload button on the browser.
- Right click on the page then choose the Refresh button from the pop up window.
- If the page is still not displaying correctly, try the following -
- In the browser, go to tools, internet options, general tab, delete files under Temporary internet files and clear history under History - this deletes the history of web pages that are stored on the PC.
- If the page is still not displaying correctly, try deleting the 'cookies' stored on the computer by-
- Go to start, programs, windows explorer, find the windows folder and then the cookies folder, from here delete the actual cookies files.
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19. What does it mean if you get an error message 'Cannot open site'?
This may occur if the computer running internet banking is unavailable for some reason; it is a rare occurrence. If this is the case we will endeavour to have a notification posted to the site to notify you of any down time. Please try the service again later on.
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20. What does it mean when I get an error message 'page cannot be displayed' or 'you are not authorised to view this page'?
This may occur if the setting within the computer has been altered to not be able to access secure sites. You need to check whether you are able to access other secured sites and/or have you tried this from home/work. If you are able to access other secure sites and the error is restricted to internet banking, please report the issue for further investigation.
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21. If I need help, who do I contact?
If you are having difficulty with internet banking we are here to help. For technical problems e-mail our Administrator at qtmb@qtmb.com.au or for all other difficulties please e-mail QTMB at qtmb@qtmb.com.au, outlining any problems you are having with our site and we will respond within 2 business days.
To phone us
QTMB Contact Centre 13 29 30 (8.30am – 6.00pm Mon – Fri)
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22. Why have you changed our statement cycles?
- QTMB wants to become more environmentally focused, and as part of our corporate social responsibility, we believe reducing our use of paper and other natural resources will reduce our impact on the environment
- In previous years members have requested that we stop sending monthly paper statements as they feel it is a waste of natural resources.
- Many other organisations, such as utilities, have been moving to non-paper based statements.
- The cost savings will enable us to devote more spending on delivering and enhancing our products and services which will benefit all our members
Why charge $1.00?
- The $1 fee is to cover to the cost of postage and administration.
- This fee is not rebateable.
How often can I have the statements if I elect to pay?
- Monthly or quarterly. (Quarterly is preferred)
What if I receive more than one statement?
- The $1 charge refers to each statement, not per member. e.g. if a member has a single and a joint account and wishes to receive both statements, they will be charged $1 for each statement.
How will I know when my Overdraft/VISA payment is due?
- Overdraft/VISA account statements will continue to issue monthly, with no charge.
What if I require a statement copy and I do not have internet banking?
- Transaction listings can be obtained from any Branch during business hours
- Copies can be posted, or on a fax request a return fax can be sent – Check app fees.
- TeleAccess - there is no change to TeleAccess - you can continue to list the last 10 transactions as before
How can I edit the number of transactions on the screen or page within internet banking?
Log into internet banking
Using the toolbar on the left hand menu, select the “Personalise Settings” listing located under the “Personal” Menu option.
Locate either the “Transactions per screen” or Transaction per Page editable settings and enter the desired number of transactions you wish to view.
Once complete, scroll to the bottom of the page and select “Submit”
Additional information may be located within the Help menu under Personalise Settings
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