FAQs-Main-DP

ONLINE BANKING FREQUENTLY ASKED QUESTIONS

Perhaps you are new to online banking, just bought a new computer or installed a different browser. Whatever the circumstances, if you are having trouble logging in, this is the place for you. TruWest offers this helpful guide to walk you through the possible setbacks you might be facing.

Before you start down this technical journey, did you double check your password? Or is this your first time signing in? If so, please visit our Enroll Now page for added help. 

Operating Systems
What are the recommended operating systems?

TruWest online banking works best with certified operating systems. If you are using an operating system other than the ones listed below, you may be unable to use all features:

  • Windows XP
  • Windows Vista
  • Windows 7
  • Macintosh OS X

Browser Help
What are the recommended browsers?

  • Microsoft Internet Explorer 8.0, Internet Explorer 9.0
  • Mozilla Firefox 4+
  • Safari 6+
  • Google Chrome

How do I determine my browser version?

In most browsers, this information can be found under the About section, which is located in the Help or Settings menus.

How do I download Internet Explorer (IE)?

For the most recent IE version, please visit: http://windows.microsoft.com/en-us/internet-explorer/download-ie

How do I change my settings for IE 8?
How do I change my setting for IE 9?
How do I download Mozilla Firefox?

Please visit the Mozilla Firefox site to download the browser: http://www.mozilla.org/en-US/firefox/new/

How do I download Apple Safari?

Please visit the Apple Safari site to download the browser: http://www.apple.com/safari/

How do I download Google Chrome?

Please visit the Google Chrome site to download the browser: https://www.google.com/intl/en/chrome/browser/

Getting to Know Cookies
What are cookies?

Outside of delicious bites of sugary goodness, cookies are also small text files on your system. They are used to keep track of settings or data for a particular site. Websites can use cookies to identify a returning user or pass information between pages in a single visit.

How does TruWest use cookies?

TruWest uses cookies for online banking. The primary cookie is known as a session cookie, a non-persistent cookie or a pre-expired cookie. Its main function is security, ensuring that each page is not cached (saved) to your system. Every time you log out or are timed out of online banking, this cookie is deleted to ensure that another user accessing the same computer cannot access your information.

Does TruWest use any other cookies?

If you want to have your home or work computer recognized when using online banking, a secure cookie may be set on your computer. This secure cookie is unique and, when used with your login information, creates a way of identifying your system. Every time you sign in, this cookie is validated along with your login identification. This cookie is only used to validate your identity and does not contain personal information. If you clear cookies from your system, this will delete the secure cookie. You will then need to login and accept it again, if you choose.

What if I do not accept cookies?

Online banking is a secure, encrypted site and, therefore, requires certain cookies. To limit interruptions and potential issues, disable the cookie alert in your browser while viewing your account. If necessary, close your browser and start a new session to accept all required cookies.

Understanding JavaScript™
What is JavaScript?

JavaScript is a simple programming language that allows a website to be interactive. Websites use JavaScript on features like dynamic navigation, rotating images and calculations. This helps give you an easier, more pleasant browsing experience.

What happens if I don’t enable JavaScript?

If JavaScript is not enabled, some or all of the features within online banking may not work. In most browsers, JavaScript is enabled through the Security Settings.

How do I enable JavaScript for my browser?
What if I am prompted to re-enter my password?

If you are prompted to re-enter your password after successfully entering your online banking credentials, your browser may not support JavaScript or it is not enabled. Check for updates.

Making Sense of SSL
What is SSL?

SSL stands for Secure Socket Layer encryption. Before you sign in to online banking, you must first have a secure session using SSL encryption. This process encrypts (scrambles) the information being passed between our server and your browser, so it can’t be read by unauthorized parties.

How do I know if I’m accessing a secure session?

The easiest way of knowing if you entered a secure session is by looking at the URL (address bar). If the URL at the top of the screen starts with “https,” you have a secure session. If the URL starts with “http,” the session is unsecure.

Securely Logging On and Off
What is a verification code and how does it work?

We value your security and added another verification step to make it more difficult for phishers and hackers to access your account. Every time you access your account from a new computer or device, we will prompt you to input a verification code (sent via voice or text message*) that we send to the number registered with your account.

What is the best way to close a secure session?

When you are finished using online banking, please click Logout instead of using the back button or simply closing your window. However, for your security, your session will automatically expire after a set amount of time.

Password Help
How often can I change my password?

You can change your online banking password under My Profile at any time. It is recommended that you change it every six months.

What if I forget my password?

No problem, click here.

What are the password requirements for online banking?

Please visit our Enroll Now page for details.

Viewing PDFs
How do I open an Adobe PDF document?

Online banking may use PDF or portable document format files for statements and check images. If you need Adobe Acrobat Reader, please visit Adobe's website.

Enabling Popups
How do I enable popups for my browser?
What is a third-party popup blocker and how do I disable it?

Common third-party software programs that restrict popups are listed below. They may need to be disabled or uninstalled if they are preventing online banking access.

  • Google Toolbar
  • Yahoo! Toolbar (search for "popup blocker" to find instructions)
  • Norton Internet Security

How does adware impact my online banking access?

To sign in to online banking, this type of software must be removed from your computer. Advertising supported software (adware) reports Internet surfing habits back to a third-party site for data collection. In order to protect your financial privacy, please access the removal instructions: http://antivirus.about.com/od/spywareandadware/tp/adwarespyware.htm.

Downloading Files to Financial Software
How do I export data to Quicken?

For help with Quicken, please visit the Intuit website: http://www.intuit.com/support/

How do I export data to MS Money?

  1. Go to Account Access and click Export
  2. Choose the source account and the date range you wish to download
  3. Choose Money OFX as the export format
  4. Follow the instructions on the popup that appears

Additional Login Support
How do I view online banking if I have Internet Content Advisor enabled in IE?

  1. Click Tools
  2. Select Internet Options
  3. Select the Content tab
  4. Go to Settings and input the Content Supervisor password (if you forgot this password, you will need to contact Microsoft)
  5. Select Approved Sites
  6. Copy and paste the entire login page URL (i.e., https://www.truwest.org/)
  7. Select Always then click Apply
  8. Click OK to close the window

If you receive a message box when logging into online banking, click Yes to display items

What if I received an error message?

  1. Delete the cache and clear cookies
  2. Reload or refresh your browser
  3. Try the same action
  4. If an error still occurs, close the browser
  5. Restart your computer
  6. Open a new browser window
  7. Try the same action

After trying all of the above, if you still receive an error message, please Contact Us.

What if I still cannot log in?

Please Contact Us and have as much information ready as possible (e.g., browser version, operating system, an error messages, screen shots).