| We
have compiled a Webster™ FAQ section below as a starting
point for answering some of the more common questions and concerns.
Answers
to Questions about Webster™ functionality:
Transfers
between different Account Numbers within NCU
This
feature is now available in Webster™. Have your branch set
up the capabilities to transfer to the account, and you will now
be able to transfer funds to that account using Webster™.
Take a quick tour of the transfer feature here.
Quicken/Microsoft
Money/Simply Accounting Interface
Now availalbe. See below for additional FAQs.
Post/Future Dating of Bill Payments
You now have the capability to "future-date" your bill
payments in Webster™. Take a quick tour of the future-dating
feature here.
Additional Utility Bill Payments
Send us your request for additions to our Bill Payment list. (include
the address information from the bill) We will attempt to arrange
a connection.Please make sure to check
the list periodically. We will attempt to inform members
when additional utility bills are added and available within Webster™.
(Note: Not all companies/utilities accept electronic
payments).
Webster™ FAQ 
The questions and answers contained in the FAQ section are related
to questions and comments that we have received through our Contact
Centre and from short surveys that we periodically do directly
within Webster™. We hope that they will help to answer some
of the most common questions and concerns.
Personal Financial Software Support websites
(solving issues related to personal financial software and downloading
OFX statements from Webster™).
Webster™
has been tested with current versions of Quicken®, Simply
Accounting® and Microsoft Money®. Please refer to the
links listed below for software support or call our Contact Centre
at 905-688-7777 for support. Please note that we can not be directly
responsible for supporting your personal software or operating
system.
Quicken and QuickBooks® help via website
- Click
Here
Simply Accounting® help via website -
Click
Here
Microsoft Money® help via website - Click
Here
Listing of the most common Webster questions:
Q. I get an error in Quicken® when attempting
to download my statement information from Webster™.
A. Depending on your version of Quicken®, ... this is
an issue with the Quicken® software and not with the Webster™
OFX statement information. When downloading, Quicken® attempts
to verify the download is based on SSL (Secure Socket Layer).
Older software versions may give you an error.
In most cases, you can use this as a guide:
1. Update to the latest version
via the "Update" option in Quicken® (normally under
"Finance" > "One Step Update" -- uncheck
everything and click "Update Now").
If you have problems with the updater, it is highly recommended
that you contact Quicken® support for help. You can
also find additional information by using the "Quicken®
Help" that is part of the Quicken® program or by visiting
the link listed above.
QUICK
TECH NOTE: The installer may quit prematurely during the install.
You may need to "stop a service" that is running on
your computer that Quicken® is using in order to complete
the update successfully. The installer will attempt to do this
automatically. It may or may not be able to do so depending on
your type of system. There is a help file referencing this on
the Quicken® website.
2.
Download and apply "Updater.exe" to
update the .crt configuration for Quicken® (also available
from the Quicken® website). This is usually required when
your computer operating system is newer (i.e. Windows 2000, XP)
but you have an older version of Quicken® that you have installed
on it. It may also be required as a "general update".
Download the appropriate version to your computer
desktop and run the installer by double clicking it.
You can do a search for ".crt" or "Updater.exe"
on the Quicken® site (if you can't find it initially).
NOTE: This file may or may not be required. Try
downloading a statement to Quicken® after updating to see
if it works.
3.
Once these are applied .... Quicken® should have no problem
downloading and opening the statement file from Webster™.
Q. I'm using Internet Explorer 6 and am having
problems getting into Webster.
A.Internet Explorer 6 implements the Platform for Privacy
Preferences (P3P) Project developed by the World Wide Web Consortium
(W3C). This causes IE6 to filter cookies based on compact policies
implemented within web pages and the user's privacy settings.
To use Webster successfully with IE 6 you must currently declare
that you trust the Webster website within your settings or alter
the settings to accept all cookies.
To
exempt the Webster web site:
From the Tools menu, select Internet Options and then choose the
privacy tab and click the Edit button. In the 'Address of Web
Site' box type "www4.memberdirect.net" (without the
quotation marks) in the box and click the 'Allow' button. Click
OK and then Click OK again.
OR
.... To accept all cookies:
From the Tools menu, select Internet Options and then choose the
privacy tab. Adjust the slider to the bottom of the range. The
text should change to be Accept all Cookies. Click the OK button.
OR ... To set which cookies to accept:
From the Tools menu, select Internet Options and then choose
the privacy tab. Choose "Custom" and click the "Override"
checkbox. The selections that were previously "greyed-out"
are now available. Click to accept "session cookies"
from first party.
In
any case, you may need to close Internet Explorer and then open
it again before the changes take effect.
As a note of interest, if you are upgrading to Internet Explorer
6, you will be prompted for the security level during the install.
IE 6 will automatically set the privacy settings to "High"
by default if you do not enter a different setting. Be sure to
choose "Medium" or "Medium High" during the
install process. Then ... check to see if you can get into Webster.
If not, adjust the settings to "Medium" and try again.
In most cases, this will fix the problem.
Q. Webster says that I do not have 128 bit encryption
on Internet Explorer.
A. To check Internet Explorer for what version of encryption
that you have click on "Help" on the Internet Explorer
menu (at the top) and then select "About Internet Explorer".
Check the "Cipher Strength" listing. If it is not 128,
you have two options:
1. To upgrade your existing browser to 128, go to www.microsoft.com
and search for the "128 Bit High Encryption Pack". You
can also click
here to get to the page (NOTE: Microsoft changes
the location of pages on their website often, and this link may
not always function because of that).The "128 Bit High
Encryption Pack" is a small download that you can save to
your Desktop. Once you have downloaded it, close your internet
connection and Internet Explorer. Double click on the High Encryption
Pack that you downloaded and follow the onscreen instructions.
Restart Internet Explorer and you should now have no problems
accessing Webster.
2. You can also download another version of Internet Explorer.
Internet Explorer 5.5 and above automatically come with 128 bit
encryption installed. Follow the download and installation instructions
from Microsoft.
Q. Why can't I get into Webster™ ... or ...
I am getting an error page when trying to access Webster™.
A. If a new version of Webster™ has been recently posted,
or there has been some maintenance to the system. It is possible
that your browser may get "confused" when it tries to
reload the page. This is due to the fact that the browser will
look for a version of the page in it's "Cache" (a place
where page references and files are temporarily stored automatically
by your browser).
The first way to get around this (in Internet Explorer) is to
hold down the "CTRL" key on your keyboard, and then
click the "Refresh" button on your browser's menu bar.
This will force the browser to try to obtain the current page
from the source server rather than from it's own Cache.
In most cases, this will solve the problem. You may have to actually
close and re-open the browser and try this if it does not work
the first time.
If the problem persists, you may need to "Clear your
Browser Cache". This will empty all of the currently stored
files and references.
In Internet Explorer, use Tools > Internet Options > Settings
> View Files to get to the folder that has your Cached Files.
Select all of the files in the folder and delete them. This will
effectively clear your Browser Cache.
Q. Why does the system not accept my account number
or password when I try to log on for the first time.
A. There are a few issues that could cause this:
- When
you enter your account number, do not enter the branch number
or a dash in this field. As an example, if your account number
was 1-12345, you would enter 12345 as your account number in
Webster™. Do not include the "1-". This is one
of the most common issues when logging in.
- Make
sure that you have a PAC. If you are already using your
telephone for Anytime Banking, you can use the same password
to access Webster™. To get a PAC, visit your branch
and they will be happy to assign you one.
- The
system may be temporarily unavailable due to a maximum number
of users. This is an extremely rare occurrence and users
will be informed when it happens via a response screen within
Webster™. Trying again, usually within a minute or two,
will solve this.
Q.
I changed my PAC in Webster™ and now I can't get into my
Anytime Banking by phone.
A. Your PAC is the same for Webster™ and Anytime Banking
by phone. If you change your PAC in Webster™ it will also
have changed for Anytime Banking.
PLEASE NOTE: The PAC used for Webster™ and
Anytime Banking by phone is not the same as the PIN
that you use when accessing your account through an ABM
or Direct Debit with your MemberCard.
Q. Sometimes I can't get into Webster or am not
able to finish my transactions.
A. There are a few issues that could cause this (assuming
that you already have the correct browser version and the that
the browser is a 128-bit browser):
- Through
feedback from our users, we have found that a good portion of
the problems relating to access are either computer modem, ISP
(Internet Service Provider), or phone line
related.
Our system has been thoroughly tested to support modem speeds
from 14,400 through to Cable and DSL connections.
If you are having a problem connecting to your Internet Service
Provider when you log on to the Internet in the first place,
there is a good chance that your connection will not be "optimum"
while you are on the Internet and accessing Webster™. Symptoms
of this would be long connection times, multiple connection
attempts by the computer, connections made but no responses
in the browser, or stalled (hung-up) connections. Contact your
ISP about this. They may be able to help you to configure your
modem settings to eliminate this problem. If problems persist,
you may have to contact the retailer where the computer was
purchased for information or service.
- Telephone
lines in certain parts of the region are susceptible to "noise".
Noisy lines cause modem errors and speed decreases as the modem
has to work harder and slow down to properly distinguish the
information it is receiving. Phone lines are also sometimes
"noisier" during certain seasons of the year in some
areas.
- If
you do not use Webster™ (enter any information or move
between screens) for a period of time, the system automatically
logs you off. This is both for security and traffic reasons.
When you try to continue, you will be prompted to re-login and
can then continue from that point.
- The
system may be temporarily unavailable due to a maximum number
of users. This is a extremely rare occurrence and we
attempt to keep users informed when it happens via a response
screen within Webster™. Trying again, usually within a
minute or two, will solve this.
Q.
When printing out my statements on a printer, the background prints
out and uses a lot of ink.
A. You can turn "off" background printing in
your browser and in that way avoid printing out webpage backgrounds
and using extra ink. The statement information will still print.
Q. What happens after I log off. I see I can
still go back to some of my screens and see the transactions.
A. Webster™ uses "session cookies" to track
transactions made during the time when you are in the online secure
environment. These session cookies are written to your browser
and are automatically destroyed when you log off.
Your browser, however, keeps a record of sites, pages, and graphics
in an area of your hard disk space known as a "Cache".
This is done so that you do not have to re-load entire web pages
or similar graphics on different pages when you are on Internet
websites. The cache can contain 5 Mb or more of previously cached
pages and graphics. This setting is a default setting based on
the browser you are using. When you are done your session in Webster™,
it is a good idea to first go to a different page, and then clear
your browser cache.
Internet
Explorer Note: You may also "turn off" encrypted
page caching in Internet Explorer. This means that no page information
will be saved by the browser during the time that you are in a
website that is secure / encrypted (128 bit encryption).
1. Click "Internet Options".
2. Click the "Advanced" tab.
3. Scroll down to the "Security" section.
4. Check the box beside "Do not save encrypted files to disk".
It is important to remember that if this is checked, using the
"Back" button in your browser when you are in any encrypted
website will give you an error since the previous page will not
be saved to the browser cache.
To clear your browser cache in Internet Explorer:
1. Find and choose "Internet Options" from the Menu.
2. Click "Settings" under Temporary Internet files.
3. Click "View Files".
4. Click "Edit > Select All" from the Menu at the
top.
5. Click "Delete" from the Menu at the top.
(Note: this will clear both files and cookies)
To clear your browser cache in Netscape Navigator:
1. Choose Edit>Preferences.
2. Click the "+" beside "Advanced" and then
click "Cache".
3. Click "Clear Memory Cache" and "Clear Disk Cache".
4. Click OK.
Q. Why do some of the text fields look "strange".
A. Do you have "Large Fonts" selected in your
properties menu on your PC? Right Click on your desktop and scroll
down and choose properties. Click on the "Settings"
tab and look in the bottom left corner window. Small Fonts is
the default on Windows operating systems and the site was designed
accordingly. (Note: Changing this area will require a restart
of your computer).
Q. Internet Explorer automatically enters
my password when I enter my Account Number in Webster™. Isn't
that a security risk?
A. Yes, definitely. This is a feature of Internet
Explorer 5 and above. You can turn off this feature and remove
any existing passwords that have already been stored by going
to Internet Options area and then clicking on the Content tab.
Click the Autocomplete in the Personal Information area and uncheck
the "User names and passwords on forms" and then click
the "Clear Forms" button to remove any passwords that
have already be automatically stored.
Q. One of the Bills that I am use to
paying with Webster is missing - what happened?
A. Companies occasionally change account numbers on their
billing statements without notice. Payments cannot be made through
Webster if the account number registered in Webster is different
from the new account number that the company has assigned to you.
If you do receive advance notice from a company that an
account number for one of your bills will be changing you can
either:
1.
Remove the old bill payment company name and account number from
your list of bill payments in Webster and then add it again with
the new number through Webster.
2.
Ask a Member Service representative in your branch to update the
company account number for you.
If Niagara Credit Union is made aware of companies changing their
account numbers - we will remove the incorrect numbers from Webster
so that you as a member are required to re-enter the bill payment
using the correct number. The reason we do this is to avoid you
the late payment charge of the payment not being processed because
of an incorrect account number.
If
you do not see a bill in the list of bill payments available in
Webster, simply re-enter the Bill payment by choosing the company
name from the list of available vendors and carefully adding the
new account number.
Q.
Are there any special sets of digits in billing numbers for utility
bill payments?
A.
Certain
utility companies require a special set of digits appear in certain
areas of their billing numbers in order for the utility bill payment
to function correctly. Please review the list below:
- Royal
Bank Visa - requires 16 digits
- Primus
(formerly ATT) - 4 to 12 digits - first 2 digits can't be
"77".
- Rodgers
(formerly Cantel) - 10 digits - must begin with a "01"
- Credit
Union Mastercard - 16 digits
- Bell
Canada - 16 digits found above "Amount Paid" on
the bottom portion of the bill.
- Bell
Mobility, Mobility Canada & Bell Mobility Paging all
first 10 digits in the encoding line
- Home
Depot - 15 digits
- Business
Depot - 18 digits
- Canadian
Tire Credit Cards - 10 digits (remove "600627")
- Canadian
Tire MasterCard - 16 digits
- Cogeco
Cablenet - 16 digits
- Thorold
Tax Bills - 8 digits - Do not use roll numbers
- St.
Catharines Standard Bills - 6 digits
If you have additional questions or want to talk to someone directly
for help, call our Contact Centre (
Local:905-688-7777 or North America 1-800-392-8657 ) and they
will do their best to answer your questions.
Additional Comments & Suggestions
We
will attempt to include any re-occuring questions in the FAQ section.
For technical support in relation to your computer or operating
system, please contact your computer retailer, or see additional
information on Webster™ Technical
Support here.
Email additional comments
and suggestions to our Webmaster.
|
