Common technical questions

I’m enrolling for SCA, after entering my Customer ID, PAC or One-Time Code in the Authenticator App I’m getting an error message.

This could be due to the default browser that your device is using. To resolve the issue you could try using a different browser.

To help you change your default browser, we have provided some steps below which work for most Samsung/Huawei devices. These steps are often device dependent and if those provided below do not work you should look up how to change the default browser for your specific device make and model in order to complete this step.

Samsung / Huawei

1. Go to Settings
2. Tap Apps
3. Tap Option Menu (three dots on top right corner) or tap Manage Apps and then the Option Menu (three dots on top right corner
4. Select Default apps
5. Select Browser app
6. Select Chrome (choose always for this selection)

Note: If Chrome is not available to change to in Default apps please follow these steps:

1. Go to Settings
2. Tap Apps
3. Find Chrome and select (if not listed ensure Chrome is downloaded as an app from the Play Store)
4. Select Set as default

If you are still getting an error message after changing you default browser then it could be caused by cookie settings or your cache/ browser history.  Please ensure that you have cookies enabled for the website.  We also suggest that you delete your cache/ browser history before attempting to pair your device again. Further information is provided below.

I am having problems logging into Online Banking. What can I do?

It may help resolve the issue to clear the full cache on your internet browser. This can be done within the settings of your internet browser or mobile device and we have included some step by step guides below, for some common browsers.

Chrome

1. On your computer, open Chrome.

2. At the top right, click More .

3. Click More tools Clear browsing data.

4. At the top, choose ‘All Time’ as the time range.

5. Next to "Cookies and other site data" and "Cached images and files," check the boxes.

6. Click Clear data.

Safari

1. Click on the Safari drop-down menu and select Preferences.

2. Click the Advanced tab. Select the Show Develop menu in menu bar checkbox and close the Preferences window.

3. Select the Develop drop-down menu. Click Empty Cache.

4. Note: You may want to also clear your browser history.

Chrome app (the default Android web browser)

1. Tap the three-dot dropdown menu on the top right-hand corner of the browser

2. Tap "History" on the dropdown menu.

3. Tap on “Clear Browsing Data…”

4. Tap on the “Advanced” tab

5. Choose “All Time”

6. Check "Cached images and files" and “Cookies and Site Data”

7. Tap "Clear Data" at the bottom of the page.

Safari for iPhone & iPad

1. Open Settings.

2. Swipe down and tap Safari.

3. Swipe down again and tap Clear History and Website Data, tap it once again to confirm.

I’m having trouble accessing Your Accounts Online, what should I do?

We suggest the following-

Ensure JavaScript is enabled
JavaScript is a programming language that is run by most modern browsers. Online banking requires that JavaScript is enabled in your browser in order to use the site. Check your browser settings to ensure it is enabled.

Ensure ‘cookies’ are enabled
EBS uses cookies to enhance your browsing experience and to create a secure and effective website for our customer. Click here to find out more about the EBS Privacy and Cookies policy. You can check if cookies are enabled in your browser settings.

Check your cache is empty
Internet browsers try to do their part to speed up the loading process for webpages. The first time you visit a site, the browser will save pieces of the site to it’s ‘cache’. When you revisit the webpage the browser can then load the saved files much faster than it can pull fresh files from a server. These files in the cache may cause a conflict and deny you access to the site so if you are having trouble try emptying your cache.

Disable Add Ons.
Add Ons and plugins can sometimes interfere with your browsers functionality causing problems logging in. In some cases these must be disabled in order to login.

What internet browser and display settings are recommended for Online Banking?

EBS Your accounts online is designed to give you the best possible user experience across a range of popular browsers and operating systems. We recommend the latest versions of the following browsers.

Chrome
Firefox
IE
Safari

Other Settings
EBS recommends that your browser is enabled to support:
128 bit encryption
Cookies
Cascading Style Sheets (CSS) 2

Display Settings
EBS recommends that customers view Online Banking with a screen resolution of 1024 x 768, or higher, with 16 bits colour depth.

I clicked on ‘Print’ but the document didn’t open?

This could be due to your Popup Settings. Popups are widely used for internet advertising, whereby a new browser window appears on your screen containing an ad. Web browsers allow you to block popups and this blocker will prevent the document you want to print from opening. When you select ‘print’ some browsers, like Chrome, will display a message in the address bar to tell you that popups are blocked on this webpage. If you click on the message it will allow you to change your setting for online banking. Alternatively you can change it in your browser settings.

I clicked on ‘Online Banking’ on the EBS website and a blank page appeared in my browser, what should I do?

EBS Your accounts online is designed to give you the best possible user experience across a range of popular browsers and operating systems. We have tested the site across a multitude of browsers and noted that in some instances (dependant on browser settings) users of Internet Explorer 11 may see a blank webpage when they click on the link for online banking. Users who experience this should simply reload/ refresh the page and it will appear correctly in their browser. Pressing ‘F5’ on your keyboard will refresh the page or alternatively you will see a circular arrow symbol in the address bar which will refresh the page. We are working to resolve this issue and hope to have it fixed soon.