Following are common issues that members experience with Internet Banking. For each issue, we have listed the likely cause and the solution.
If your issue does not appear in the list below or if you require further assistance with your issue, contact mecu by email or by calling 132 888. mecu Consultants are available to assist from 8:00am to 6:00pm (AEST), Monday to Friday.
- I try to log into Internet Banking and see a blank / white screen
- I cannot access Internet Banking from a network PC and/or work PC
- I try to log onto Internet banking and get the message saying 'access denied', 'script error' or 'your session has expired'.
- I am temporarily locked-out from Internet Banking
- which Internet Browser do I need to use Internet Banking?
- I cannot see the buttons / images in Internet Banking
- my computer automatically completes the password section
- you receive an error message of 'Request has been rejected'
I try to log into Internet Banking and see a blank / white screen
likely cause: The issue could be due to your Browser accessing the Internet via a Proxy server.
solution: Internet Banking is not accessible via a Proxy server and therefore you will need to alter your Browser's settings to disable the Proxy server.
To change the Proxy server settings simply follow the instructions below. If your Browser version does not appear, use your Browser's Help to locate the Proxy server information.
Internet Explorer 5 to 5.5:
- select the 'Tools' option from the menu bar at the top of the screen
- select the 'Internet Options' option
- click on the 'Connection' tab. The 'Connection' menu screen will show details about the Proxy server settings
- as Browser settings and menus differ depending on the Internet Service Provider you use, only general directions will be given from this point
- locate the option that deals with Proxy servers. You are required to disable the Proxy server settings, so that your Browser does not access the Internet via a proxy server.
accept the changes
Netscape:
- select the 'Edit' option from the menu bar at the top of the screen
- select the 'Preferences' option
- click the '+' sign next to the 'Advanced' category. This will expand the category options
- select the 'Proxy' option
- either:
- select the 'Direct Connection to the Internet' option, or
- select 'Manual Proxy Configuration' and 'View....', then remove the address in the 'Security' section (if any)
- select 'OK' to accept your changes
If you require any further assistance send us an email or contact mecu on 132 888.
I cannot access Internet Banking from a network PC and/or work PC
Please see above
I try to log onto Internet Banking and get the message saying 'access denied', 'script error' or 'your session has expired'.
likely cause: Java script or cookies are disabled and/or your Browser's security is set too high (this disables cookies)
solution: Internet Banking requires Java script and cookies to be enabled. To check and change the settings for Java script, cookies and security level follow the instructions below. If your browser version does not appear, use your Browser's Help to locate the relevant information.
To check and change the Java settings in Internet Explorer 5:
- select the 'Tools' option from the menu bar at the top of the screen
- select 'Internet Options'
- select 'Advanced'
- in the section titled 'Java Script' ensure Java settings are enabled
- click 'OK' to accept changes
To check and change the Cookie settings in Internet Explorer 5:
- select the 'Tools' option from the menu bar at the top of the screen
- select 'Internet Options' or 'Internet Explorer Properties'
- select the 'Security' tab
- select the Internet icon (world map)
- in the section "Security Level for this Zone" the security should be set on MEDIUM
- click on 'Custom Level'. Security settings will be listed
- scroll down to 'Cookies'.
- click on the 'Enable' circle for both Cookies settings
- click 'OK' to accept your changes
To check and change the Security Level in Internet Explorer 5:
- select the 'Tools' option from the menu bar at the top of the screen
- select 'Internet Options'
- select the 'Security' tab
- select the 'Internet' icon
- select the 'Default Level' tab
- move and set 'Security Level For The Zone' to MEDIUM instead of high.
If you require any further assistance send us an email or contact mecu on 132 888.
I am temporarily locked-out from Internet Banking
likely cause: the Net Code has been entered incorrectly three times on the same day for the membership account.
solution: Your access to Internet Banking will be blocked for the remainder of the day, ie until midnight. The membership account will be unlocked at midnight the following day and you will be able to gain access using the correct Net Code. If you have forgotten your Net Code, you must provide a signed letter to mecu stating you have forgotten it, and a new Net Code will be issued to you.
If you require any further assistance send us an email or contact mecu on 132 888.
which Internet Browser do I need to use Internet Banking?
If you are a former member of Members Australia Credit Union or joined mecu after 1 January 2003, optimum viewing results for Internet Banking are achieved using the following Browsers:
- Microsoft Internet Explorer version 5.5, or later.
- to download the latest version, go to the Microsoft (Internet Explorer) website
- Netscape Navigator version 7, or later.
- to download the latest version, go to the Netscape website
If you are a former member of Education Credit Union, Professionals First (APESMA) Credit Union and Dependable Credit Union, optimum viewing results for Internet Banking are achieved using the following Browsers:
- Microsoft Internet Explorer version 5.5, or later.
- to download the latest version, go to the Microsoft (Internet Explorer) website
- Netscape Navigator version 4.0 to version 6. Internet banking is not compatible with version 7. We are currently working towards updating our Internet Banking system to ensure it is compatible with the latest Netscape browsers.
If you require any further assistance send us an email or contact mecu on 132 888.
I cannot see the buttons / images in Internet Banking
likely cause: your browser is set to ignore colours and fonts of web pages.
solution: To view the buttons/images, you will need to follow the instructions below. If your browser version does not appear, use your Browser's Help to locate the relevant information.
Internet Explorer 5:
- select the 'Tools' option from the menu bar at the top of the screen
- select 'Internet Options'
- select the 'General' tab
- click on the 'Accessibility' button in the bottom right hand corner
- in the 'Formatting' section - ensure that the three items in this section are disabled (ie that the three boxes are not ticked.)
- click 'OK' to accept all changes
Netscape (v4.72):
- select the 'Edit' option from the menu bar at the top of the screen
- select 'Preferences'
- in the 'Category' section, select 'Appearance'
- select 'Colours'
- disable / untick the box 'Always use my colours, overriding document'
- click 'OK' to accept all changes
If you require any further assistance send us an email or contact mecu on 132 888.
my computer automatically completes the password section
likely cause: this occurs when the computer is set to 'Auto complete password'. This is a security risk, as others can access Internet Banking from the computer if it is left unattended. We strongly recommended that this feature is disabled to avoid unauthorised access.
solution: Too disable the 'Auto Complete Password' function follow the instructions below. If your browser version does not appear, use your Browser's Help to locate the relevant information.
Internet Explorer 5:
- select the 'Tools' option from the menu bar at the top of the screen
- select 'Internet Options'
- select the 'Content' tab
- in the Personal Information Section, select the 'Auto-complete' section
- remove the tick from the 'User names and passwords on forms' box
- click on the 'Clear forms' and 'Clear passwords' buttons (this will delete all auto-complete history)
- click 'OK' to accept the changes
If you require any further assistance send us an email or contact mecu on 132 888.
you receive an error message of 'Request has been rejected'
likely cause: Cookies are not enabled for the Internet Banking site address
solution: To enable the cookies for mecu's Internet Banking site, follow the instructions below. If your browser version does not appear, use your Browser's Help to locate the relevant information.
Internet Explorer 6:
- double-click with your mouse on the security icon (as shoon below) that appears in the status bar at the bottom of the browser screen
- The “Privacy Report” Dialog Box will now appear. In the 'Show' drop down menu box select 'Restricted Web sites'
- Check to see if any of the following web addresses are displayed:
Please note: the above addresses relate only to Internet Banking used by members of the former Education Credit Union, Professionals First (APESMA) Credit Union and Dependable Credit Union.
- Our Internet Banking service is hosted by an organisation called NetTeller. The above addresses are owned and operated by NetTeller and are contracted to provide Internet Banking services for mecu. If the above addresses appear in the Restricted Web site display, you will need to enable them to receive cookies. To do this right click on the addresses and select the option 'Always accept cookies from this site'
- If you are still unable to log-on after performing the above step, our Internet Banking hosts have suggested that a re-installation of your Internet Browser is required.
If you require any further assistance send us an email or contact mecu on 132 888.
