Welcome to the Troubleshooting area. Here you can get information and suggestions for problems you may be experiencing.
Click on a question below for information and suggestions related to that problem. Or choose an item from the menu to the left. If this area does not provide the information you are looking for, select the feedback option in the menu to the left, and send us a description of your question.
1. I've forgotten my Sign-On ID or my Password.
2. Will I be asked for additional security information.
3. I've requested an Account to be added, but it doesn't show up in my Account Summary.
4. When I click on the Register of an account, the register shows no transactions.
5. When I sign in, I am immediately presented with the sign on page again.
6. While working with the First Fed Online, I am occasionally presented with an ALERT screen.
7. What are Cookies?
8. There is a transaction in my register that I don't recognize.
9. The information in my register doesn't appear to be up-to-date.
10. I've scheduled a bill payment and it has not posted at the Merchant.
11. What software do I need in order to view my eStatements?
12. I receive a blank page or error when trying to sign in.
I've forgotten my Sign-On ID or my Password.
Recommendation:
If you have enrolled a personal account and you have forgotten your Sign-On ID or password please call (816) 245-4225 between 8:50 a.m. and 4:40 p.m., Monday through Friday to speak to a deposit operations representative.
If you have enrolled as a business enrollment please call (816) 245-4225 between 8:50 a.m. and 4:40 p.m., Monday through Friday to speak to a deposit operations representative.
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Will I be asked for additional security information?
Recommendation:
You will only be prompted to enter additional information (answer security questions) when your sign on activity appears to be unusual or uncharacteristic of your typical behavior. You will also be prompted to enter your information when you are first prompted to set up your security information.
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I've requested an Account to be added, but it doesn't show up in my Account Summary.
Recommendation:
When you request an account to be added to a personal account, please log out of the online banking. Once you log back in to the online banking you should be able to view the account. If the account doesn't show up in your account summary page, send a message to the Support Desk and the matter will be researched.
When requesting an account to be added to a business enrollment, First Federal Bank will review the request and add within two business days.
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When I click on the Register of an account, the register shows no transactions.
Recommendation:
Please send a message to the Support Desk, and the matter will be researched.
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When I sign on, I am immediately presented with the sign on page again.
Recommendation:
This is most commonly caused by your browser not being configured to accept cookies or your content advisor settings.
You should be aware that First Fed Online depends on cookies to verify your identity after signing in. If you've disabled cookies from within your browser, or if you are running third-party software that intercepts or deletes cookies, you will not be able to use First Fed Online to manage your accounts.
With Microsoft Internet Explorer, you have the option of ordering your browser to disable all cookie use, to accept all cookies, or to alert you every time a cookie is offered. Then you can decide whether to accept one or not.
If you have your cookies disabled, you will be presented with an ALERT page whenever you attempt to Sign on to.
If you chose to be prompted every time a cookie is offered, you will get a number of dialog boxes after signing in asking whether you want to accept the cookie. If you answer yes to these dialog boxes, you will be allowed to use the system. If you answer no to any of these dialog boxes, you will be presented with the ALERT page.
Changing how your browser deals with Cookies
To enable Cookies for Windows2000 and XP versions:
Click on start
Click on setting
Click control panel
Click on "Internet Options" icon
Click on the tab marked "privacy"
Click Advanced
Mark override cookie handling
Mark First Party Cookies as Accept
Mark Third Party as Prompt
To enable Cookies for prior Windows versions:
Click on start
Click on setting
Click control panel
Click on "Internet Options" icon
Click on the tab marked "security"
Click on "custom" level
Scroll down to the Cookies section and enable both the “Allow cookies that are stored on your computer” and the “Allow per-session Cookies (not stored)” sections.
To Enable cookies for Netscape:
From edit menu, select "preferences"
Click on "advanced"
Under cookies select "Accept all Cookies"
Changing your content advisor
Select Tools
Internet Options
Content Tab
Button reads “disabled”
Click on disable button
Enter your password
Click Apply
Click OK
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While working in the First Fed Online, I am occasionally presented with an ALERT screen.
Recommendation:
First Fed Online will automatically sign you out if you have remained idle for a period of time. This is a security feature if you have forgotten to sign-off of the system. If you are idle on a particular page for a while, the system may interpret this to mean that you have left the system and will subsequently sign you off. When you then request your next page, you will be presented with the ALERT screen and you will need to sign back on again.
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What are Cookies?
Recommendation:
Cookies are small text files on your system, used for keeping track of settings or data for a particular Web site. Because the servers that receive your requests for Web pages have no way of knowing specifically who is making a request, they have no way of storing settings for specific users or changing the page they send based on choices a user has made on another page.
Cookies solve this problem by saving settings on your (the user's) system. When your browser requests a page, it sends the settings that apply to that page along with the request. Because your browser will send back only the settings to the server that originally created them, cookies are a very secure way of maintaining data that is specific to a particular user.
Cookies can be temporary or permanent. Your browser keeps track of temporary cookies as long as it is running, but deletes them when it is shut down. Temporary cookies are used to pass information between Web pages during a single visit. (Online Banker uses this method.)
Your browser saves permanent cookies as tiny files on your system to maintain settings or data between multiple visits. "Permanent" cookies are actually set to expire at some time in the future (commonly between 30 days and a year from their creation date), and are automatically deleted from your system at that time.
Cookies are currently the only way to save personal choices between visits to a Web page without having to log on each time you come to the page.
Cookie Concerns
Although disabling cookies for your browser is an option, it's intended for a small minority of people with extreme security or privacy concerns. If you choose it, you give up a lot of convenience in exchange for a small amount of perceived privacy.
For example, with or without cookies, it is currently possible for the creators of a Web site you visit to keep track of such things as the following:
The address of the page that contained the link that brought you to their site
All the pages you visit on their site
Choices you made on forms on their site
What browser you are using
Extensions you might have added to your browser
The operating system you are using
The time your system clock is set to
The absolute address (IP address) of the server that connects you to the Internet
The only thing cookies add is the ability to keep track of this type of information over multiple visits, thereby allowing the creators of the Web site to build a more precise profile of a particular visitor's preferences.
But the creators of a Web site do not have access to personal information such as your name or your e-mail address unless you specifically give it to them. Therefore they have no way of matching any data they might have gathered with a specific user.
The only information available to a Web site that comes close to identifying you specifically is the IP address, but most Internet servers provide connections for multiple users, and each user is usually assigned a new IP address randomly each time they log on.
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There is a transaction in my register that I don't recognize.
Recommendation:
If there is a transaction in your register that you don't recall making or creating, send a message to the Support Desk, specifying the transaction information and the issue will be researched. Research and associated fees may be applicable.
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The information in my register doesn't appear to be up-to-date.
Recommendation:
The data shown on First Fed Online is online/real time with what exists in the Bank's main customer database. Transactions, such as one-time transfers between two online accounts that are performed using First Fed Online, update the main database in real time. Some transactions, such as ATM and debit card transactions are delayed in appearing in the main database and therefore are also delayed in appearing on First Fed Online. Bill Payment requests made using First Fed Online are processed only once business per day; the funds are deducted from your account at approximately 10:00 p.m. Saturday, Sunday and Bank Holiday’s are not considered a business day.
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I've scheduled a bill payment and it has not posted at the Merchant.
Recommendation:
You need to allow a few days for your payee to process your payment. If your payee has not posted the payment to your account after at least 7 business days from your scheduled “send” date, send an online message to First Fed Online Support or contact First Federal’s Customer Service during regular business hours to inquire about the status of the payment. The payment will then be traced and a status response will be sent to you via the Mailbox function.
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What software do I need in order to view my eStatements?
Recommendation:
The software you will need to view or print your eStatements is Adobe Acrobat Reader.
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I receive a blank page or error when trying to sign in.
Recommendation:
Go to the login page for Internet Banking but don't log in. Do you see a light-colored message bar under the menu bars that says something like click here to activate ActiveX? If so, click that bar and then try to sign in.
Verify Computer Settings
*"Tools -> Internet Options -> Security -> Internet -> Custom Level -> Miscellaneous -> Access Data Sources across Domains" - Should be Disable
*"Tools -> Internet Options -> Security -> Internet -> Custom Level -> Miscellaneous -> Allow META REFRESH" - Should be Enable
*"Tools -> Internet Options -> Security -> Internet -> Custom Level -> Miscellaneous -> Launching Programs and Files in an IFRAME" - Should be Prompt
*"Tools -> Internet Options -> Advanced -> Security -> SSL2.0" - Should be Checked
*"Tools -> Internet Options -> Advanced -> Security -> SSL3.0" - Should be Checked
Try signing on again.
Additional item to Verify
First Federal Bank’s Risk Based Authentication (RSA) uses Macromedia Flash. Each user must have flash installed. You can go to the following page to confirm Flash is installed on any PC:
http://www.macromedia.com/software/flash/about/
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