Vantage West Credit Union

Online Banking Enrollment

Enrolling in Online Banking is easy - here's how:

  • In the Username box, enter your Vantage West account number.
  • In the Password box, enter your Home Banking Password and select the login button.

If you do not have a Home Banking Password or need assistance, please call 1-520-298-7882 or 1-800-888-7882.

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Online Help Index

GENERAL INFORMATION

TROUBLESHOOTING

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ABOUT SECURITY

Security refers to preventing unauthorized access to a computer system or network. Online Banking uses several layers of technology to prevent unauthorized users from gaining access to the internal network. Online Banking's security professionals manage a sophisticated networking architecture that includes screening routers, filtering routers, and firewalls.

Online Banking is a term for accessing your account information over the Internet. We may refer to it as Internet Account Access, Home Banking, or use a different name.

The Online Banking section is automatically secured/encrypted, but the rest of the site can be accessed as either secure or unsecure.

To ensure security, we recommend the following: Never reveal your password**.

**Password refers to your telephone access (audio response system, not Bill Pay) password or the password that you selected when you signed up for Online Banking. We may alternatively use a different name(e.g. "PIN"). If you have questions about what to enter in order to access Online Banking for the first time, contact our Customer Service.

IMPORTANT: Some browsers allow you to enable a function to require passwords for specific sites or certifications. In that instance, you should enter the password for the browser.

Passwords are case sensitive. Mixing uppercase and lowercase letters is permitted.

You can change your Online Banking password under User Options at any time. It is recommended that you change your password every six months.

WARNING: We do not have access to your password. In the case of a forgotten password and/or challenge questions, contact our Customer Service and ask them to reset your password for Internet Banking.

Use the Sign Off icon to end a Internet Banking session. This will securely close out your Online Banking session and expire all the cookies that were set in your session. Do not use the Back key.

IMPORTANT: If you do not exit the browser, the browser will allow you to use the "Back" button to get back into your Online Banking session should you wish to explore another site.

>The amount of time you can remain inactive before being automatically logged out of Online Banking can be set under User Options.

 

WARNING: For your own security, keep this time setting as short as possible.

It is recommended that you balance your account at least once a month so that any discrepancies can be reported in a timely manner.

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RECOMMENDED OPERATING SYSTEMS FOR ONLINE BANKING

>>  Recommended Operating Systems

Online Banking is optimized to use with certified/recommended operating systems. By using a different operating system, you may not be able to take full advantage of all the features within Online Banking.

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DETERMINING YOUR BROWSER VERSION

In Microsoft® Internet Explorer:

  1. Click on Help.
  2. Click on About Microsoft® Internet Explorer.

Click here to upgrade to a newer version of Explorer now!


ABOUT COOKIES

Cookies are small text files on your system, used to keep track of settings or data for a particular site. Web sites can use cookies to identify a returning user or to pass information between Web pages in a single visit.  You can adjust the handling of cookies in your browser's settings.

There are two types of cookies, temporary and permanent. Temporary cookies are used and tracked by the browser to pass information and are deleted once the browser is shut down. Permanent cookies are stored on your system and can be accessed again for multiple visits. Permanent cookies usually have an expiration date and will be automatically deleted from your system at that time. Online Banking uses temporary cookies and may use permanent cookies, but never passes private information through cookies.

Online Banking also uses a different kind of temporary cookie known as a session cookie, a non-persistent cookie, or a pre-expired cookie. This cookie is used as part of the stringent security measures in Online Banking to make sure that each page in Online Banking is not cached or saved on your system. This means that each page must be retrieved from the Web server. This cookie is deleted when a user logs or times out of Online Banking or if the browser window is closed and ensures that another user on the same computer cannot access the previous user's Onliner Banking session or information.

If you use Enhanced Security, Online Banking may place a secure permanent cookie on your computer. This secure cookie is unique, and when used in combination with your login information, creates a unique way to identify you to the system. For every login attempt after you add extra security to a computer, this secure cookie is validated along with the login identification you normally enter. This secure cookie is only used to validate your identity and does not contain any personal information.

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ABOUT JAVASCRIPT

JavaScript is a widely accepted, simple programming language that allows a Web site to be more interactive. Web sites can use JavaScript to perform many actions such has calculations, displaying dynamic navigation, and rotating through banner images. By using JavaScript, Web sites can be proactive by making a better internet experience.

An example use of JavaScript in Online Banking is form validation. Validation is simply enforcing certain rules on different fields. When presented with a phone number field, JavaScript can alert the user if the phone number format is incorrect or if a value in the field is not a number. This allows the form to be filled out and submitted correctly the first time.

If JavaScript is not enabled, some or all of the Online Banking features may not work. In most browsers, JavaScript is enabled through the adjustment in Security Settings. Please refer to the specific section for your browser by clicking on the link located in the index at the top of the page.

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ABOUT SSL

Before initiating your Online Banking, we first require that a "secure session" is established using Secure Socket Layer (SSL) encryption. This is a process where the information between our server and your browser is encrypted or scrambled so it cannot be read by unauthorized parties.

A general indicator that you have entered a secure session is when the URL (web page address) in the address bar starts with "https" (note the "s" at the end) rather than "http", your session is secure.

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ABOUT DISPLAY SIZE

The content of a Web site is created to be best viewed in a range of display sizes or screen resolutions. The display size maximum is determined by your monitor's maximum display area (by maximizing your browser window) and the display size minimum is user controlled by resizing the window to be smaller then the maximum area allowed.

By viewing a Web site at or above the recommended display size or screen resolution all the Web site content can be seen without scrolling left to right. Each Web site will vary with their recommended display size or screen resolution, but the most recommended browser display sizes are 800 width by 600 height (800 x 600) or 1024 width by 768 height (1024 x 768).

Your monitor's display size, sometimes referred to as the desktop area is a setting controlled by your Operating System. Please refer to your Operating System documentation on how to determine and change your display size.

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ABOUT ADOBE ACROBAT READER

Adobe Acrobat Reader is a free browser plug-in that can read certain document file types known as PDF (portable document format). Having this plug-in allows you to read a PDF file from your browser window rather than having to open the Adobe Acrobat program to read the file. If you need Adobe Acrobat Reader, click here and follow the directions on Adobe's Web site.

Online Banking most commonly uses PDF files for eStatements and check images.

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RECOMMENDED BROWSERS FOR ONLINE BANKING

>>  Recommended Browsers

Our site is optimized for use with certified/recommended browsers. If you use a different browser, you may not be able to take full advantage of all the features of the site.

Microsoft© Internet Explorer Download
http://www.microsoft.com/windows/ie/default.asp

Mozilla Firefox Download
http://www.mozilla.org/en-US/firefox/new/

Safari Download
http://www.apple.com/support/downloads

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Internet Explorer Browser Settings


Our site is optimized for use with certifified/recommended browsers.  If you're using Internet Explorer, we recommend you use the most current version, and configure your settings as shown below.

Browser Settings

  1. From the menu bar, click on "Tools."
  2. Select "Internet Options."
  3. Select the "Advanced" tab.
  4. Click the "Reset' button to assure settings are to their default condition.

 

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Mozilla Firefox Settings

Browser Settings

  1. From the menu bar, click on "Tools".
  2. From the Tools menu, select "Options...".
  3. In the Options window, select the "Privacy" icon.
  4. Select the "Cookies" section.
    1. Check (ON) the checkbox for "Allow sites to set cookies".
    2. Uncheck (OFF) the checkbox "for the originating web site only".
    3. From the Keep Cookies dropdown list, select "until they expire".
  5. In the Options window, select the "Web Features" icon.
    1. Uncheck (OFF) the checkbox for "Block Popup Windows". * Or if you choose to have it checked (ON), be sure to add your FI's domain to the list of Allowed Sites.
    2. Check (ON) the checkbox for "Allow web sites to install software".
    3. Check (ON) the checkbox for "Load Images".
    4. Uncheck (OFF) the checkbox "for the originating web site only".
    5. Check (ON) the checkbox for "Enable Java".
    6. Check (ON) the checkbox for "Enable JavaScript".
  6. In the Options window, select the "Advanced" icon/tab.
  7. Select the "Security" section.
    1. Check (ON) the checkbox for "Use SSL 2.0".
    2. Check (ON) the checkbox for "Use SSL 3.0".
  8. Click on OK button to close the Options window.

Deleting the Cache: (a.k.a. Temporary Internet Files)

  1. From the menu bar, click on "Tools".
  2. From the Tools menu, select "Options...".
  3. In the Options window, select the "Privacy" icon.
  4. In the "Cache" section, click the "Clear" button.
  5. Click on OK button to close the Options window.

Deleting Cookies Only:

  1. From the menu bar, click on "Tools".
  2. From the Tools menu, select "Options...".
  3. In the Options window, select the "Privacy" icon.
  4. Select the "Show Cookies" button.
  5. The User can either click "Remove All Cookies" OR select a cookie from the list and click "Remove Cookie".
  6. Click the Close button to close the Cookies window.
  7. Click the OK button to close the Options window.

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Safari 6.0 Settings

Preferences:

  1. From the menu bar, click/select the Safari menu.
  2. From the Safari menu, select "Preferences...".
  3. In the Preferences window, click the "Security" icon/tab.
  4. In the "Web Content" section,
    1. Click (ON) the checkbox for: "Enable plug-ins"
    2. Click (ON) the checkbox for "Enable Java"
    3. Click (ON) the checkbox for "Enable JavaScript"
    4. Unclick (OFF) the checkbox for Block popup windows. *
  5. In the "Accept Cookies" section, select the "Always" radio button.
  6. Click ON the checkbox for "Ask before sending a non-secure form to a secure website.
  7. In the Preferences window, click the "AutoFill" icon/tab.
  8. Unclick (OFF) the checkbox for "User names and passwords".
  9. Close the Preferences window.

Deleting the Cache: (a.k.a. Temporary Internet Files)

  1. From the menu bar, click/select the Safari menu.
  2. From the Safari menu, select "Empty Cache...".
  3. In the window, click the "Empty" button.

Deleting Cookies Only:

  1. From the menu bar, click/select the Safari menu.
  2. From the Safari menu, select "Preferences...".
  3. In the Preferences window, click the "Security" icon/tab.
  4. In the "Accept Cookies" section, click on the "Show Cookies" button.
  5. On the list displaying the cookies, the User can choose whether to "Remove All" of the cookies OR to select and "Remove" some of them.
  6. Click the "Done" button.
  7. Close the Preferences window.

Block pop-up windows:

* It is recommended that "Block pop-up windows" be turned OFF because Internet Banking utilizes pop-up windows (e.g. Printer Friendly window, etc.).

NOTE: Block pop-up windows can also be turned on/off from the Safari menu.

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UNABLE TO LOG INTO ONLINE BANKING

If you can view the other areas of our site, but are unable to access Online Banking, it may indicate a problem accessing all secured sites. Both your browser and Internet service provider must support secured sites. This site is designed for Google Chrome, Microsoft® Internet Explorer 9.0 , Mozilla Firefox or Safari 6. Using other browsers may cause the site to appear misaligned and prevent access to Online Banking.

IMPORTANT: It is highly recommended that the newer browsers be used to access Internet Banking.

If you are using one of the browsers mentioned above and are still experiencing a problem, the problem may lie with the Internet service provider. This is particularly common with employer-based access to the Internet. Your employer may have firewalls, proxy servers, or other equipment that may prevent access to secured sites. Contact your company's Data Processing Department regarding the problem or try to access Online Banking from another location.

The required screen resolution is 1024 x 768 pixels

IMPORTANT: When reporting problems to our Customer Service, have as much information ready as possible (e.g., browser version, etc.).

Receiving the following message after logging in successfully will stop all further processing and/or access to any portion of Internet Banking during this session: "Internet Account Access Session Error." Return to the login screen to start a new session. This error indicates that you did not accept one or more cookies. In order to enter the secured encrypted site you must accept the cookies. Since there are several within Internet Banking, it is suggested that you disable the cookie alert within your browser while viewing account information.

IMPORTANT: If you are prompted with a dialog box that asks you to re-enter your password, (after initially entering your Username and Internet Banking password), your browser may not support JavaScriptTM, or JavaScriptTM may not be enabled. An upgrade may be necessary.

If you have already upgraded your browser, the "Enable JavaScript" function may be disabled.

To enable JavaScriptTM in Microsoft® Internet Explorer 9.0:

  1. Click on TOOLS.
  2. Select INTERNET OPTIONS.
  3. Click on the SECURITY tab.
    1. Set the Security Level for the Internet Zone to MEDIUM.
    2. Click on the button marked "Custom Level"
    3. Under Java Permissions make sure the radio button is set to Medium Safety.
    4. Under Scripting of Java Applets make sure the radio button is set to ENABLE.
  4. Click on the PRIVACY tab.
    1. Set the Privacy Setting to MEDIUM.
    2. Click Apply.
  5. Click on the ADVANCED tab.
  6. (for Windows 2000 and XP SP1 only) Under The Microsoft VM section, check the box next to "JIT compiler for virtual machine enabled (requires restart)"
  7. Click on OK until exited completely from options.

To enable JavaScriptTM in Safari 6.0:

  1. From the menu bar, click/select the Safari menu.
  2. From the Safari menu, select "Preferences...".
  3. In the Preferences window, Click the "Security" icon/tab.
  4. In the "Web Content" section,
    1. Click (ON) the checkbox for: "Enable plug-ins"
    2. Click (ON) the checkbox for "Enable Java".
    3. Click (ON) the checkbox for "Enable JavaScript".
  5. Close the Preferences window.

To enable JavaScriptTM in Mozilla Firefox:

  1. From the menu bar, click on "Tools".
  2. From the Tools menu, select "Options...".
  3. In the Options window, select the "Web Features" icon/tab.
    1. Check (ON) the checkbox for "Enable Java".
    2. Check (ON) the checkbox for "Enable JavaScript".
  4. Click on OK button to close the Options window.
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Login Security Information

Internet Explorer Content Advisor

Users that have Content Advisor enabled in Internet Explorer will require some changes that need to be made in order to use Internet Banking.

  1. Click on Tools.
  2. Select "Internet Options"
  3. Select the "Content" tab
  4. Select "Settings" and input the Content Supervisor password. (The password was created when Enabling the Content Advisor, if you have forgotten this password contact Microsoft)
  5. Select "Approved Sites"
  6. Copy and paste the entire login page URL, For example: www.myfi.com/onlinserv/HB
  7. Select "Always" and then click "Apply"
  8. Click "OK" to close the Window.
  9. When logging into Internet Banking, you may see the following message box:

    Security

  10. Select "Yes" to continue.

Additional Third Party Software (TPV)

Due to increased security, certain third party toolbars/software may prevent end user access into Internet Banking. This can also include some types of pop-up blockers. In order to log into Internet Banking, this software may need to be disabled or uninstalled. Please refer to the third party vendor instructions for information on how to perform these steps.

Spyware/Adware

Due to increased security, certain spyware/adware may also prevent access into Internet Banking. In order to log into Online Banking, users must remove this type of software from their computer.

Spyware is Internet jargon for advertising supported software (Adware). It is a way for shareware authors to make money from a product, other than by selling it to the users. Adware typically reports your Internet surfing habits back to a third party site for data collection purposes. In order to protect your financial privacy, it may be necessary to install a spyware/adware search tool to determine if your computer has any of this software installed. If you determine that adware or spyware has been installed on your computer, the software will need to be removed.

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DOWNLOADING FILES TO FINANCIAL SOFTWARE

To search for help with Quicken, visit the Intuit Web site at http://www.intuit.com/support/

To search for help with Microsoft Money, visit http://www.microsoft.com/money/.

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Importing to MS Money

  1. Go to Account Access and click on Export.
  2. Choose the source account and the date range you wish to download.
  3. Choose Money OFX as the export format.
  4. A screen will pop up. Follow the MS Money instructions.

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HOW TO ALLOW POP-UPS FOR THIS SITE

Some of the services we offer open in pop-up windows. If you find that these do not display, they are probably blocked by your Web browser, a browser toolbar, or another Internet security tool. We assure you that it is safe and secure to allow pop-ups for this site and recommend you do so to access all of our services.

Listed below are some of the most popular browsers and pop-up blockers. To enable pop-up windows for this site, please select the browser or tool you are using and follow the instructions provided.

Internet Explorer
Firefox
Safari
Third-party pop-up blockers

Internet Explorer

If you have the latest updates from Microsoft on your computer, you will likely see a message appear automatically in your browser when a pop-up window is blocked (see image below).

IE7

  1. Click on the yellow bar that appears in your browser.
  2. When the menu appears, select Always Allow Pop-ups from This Site.
  3. A dialog box will appear asking you to confirm. Click Yes.
  4. The page will refresh and you can now click the link for the service that was blocked earlier.

IE7

If you do not see a pop-up message appear automatically in your browser, you can still allow pop-ups for our site by changing the setting through the Tools menu.

If you are using Internet Explorer 9:

  1. Locate and select the Tools menu.
  2. Select Pop-up Blocker.
  3. Select Pop-up Blocker Settings.
  4. Enter the address of our site in the Address of Web site to allow field.
  5. Click Add.
  6. Click Close.
  7. You can now click the link for the service that was blocked earlier.

If you still do not see the service open in a pop-up window, you may have another third-party tool blocking pop-ups that you also need to modify in order to use the service (see below).

Firefox

If you are running the latest version for Firefox, you will likely see a message appear automatically in your browser when a pop-up window is blocked (see image below).

Firefox

  1. Click on the yellow bar that appears in your browser.
  2. When the menu appears, select Allow pop-ups for... Our address will appear here so that you know you are allowing pop-ups for the right site.
  3. A dialog box will appear asking you to confirm. Click Yes.
  4. The page will refresh and you can now click the link for the service that was blocked earlier.

Firefox

If you do not see a pop-up message appear automatically in your browser, you can still allow pop-ups for our site by doing the following:

  1. Go to the Tools menu and select Options (For Macintosh users, select Preferences).
  2. Click the Content tab (If on an older version, click Web Features).
  3. On the same line as to the text Block pop-up windows click the button labeled Exceptions (If on an older version, click Allowed Sites).
  4. Enter the address of our site in the Address of Web Site field.
  5. Click the Allow button (or the Enable button, depending on your version).
  6. Click the Close button to save the changes.
  7. Click OK to close the Options window.
  8. You can now click the link for the service that was blocked earlier.

If you still do not see the service open in a pop-up window, you may have another third-party tool blocking pop-ups that you also need to modify in order to use the service (see below).

Safari

For Macintosh users, in order to disable the pop-up blocker in Safari:

  1. Open the Safari menu and select the Preferences option.
  2. Uncheck Block pop-up windows.

For Windows users, in order to disable the pop-up blocker in Safari:

  1. Open the Edit menu and select the Preferences option.
  2. Click on the Security tab.
  3. Uncheck Block pop-up windows.

You can now click the link for the service that was blocked earlier. Once you are finished with our online services, you can turn the pop-up blocker back on if you wish to keep it active for other sites.

If the option was not checked, or if you still do not see the service open in a pop-up window, you may have another third-party tool blocking pop-ups that you also need to modify in order to use the service (see below).

Third-party pop-up blockers

Some of the most common pop-up blockers are listed below. Please select or view the tool you are using and follow the instructions provided.

Google Toolbar

Yahoo! Toolbar (Search for "pop-up blocker" to find instructions)

Norton Internet Security

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COMPATIBILITY TEST

Having difficulties viewing the test or not seeing the test results could be due to one or more of the following:

  1. Pop-up Blocker. If your browser uses a pop-up blocker, please disable it and click on the Test Again link. For more information regarding pop-up blockers please refer to the specific section for your browser by clicking on the link located in the index at the top of the page.
  2. JavaScript is disabled. If your browser has JavaScript disabled, please enable it and click on the Test Again link. Click here for more information about JavaScript.
  3. Alternative Browsers. Using an outdated, branded, or non-standard browser might cause test errors. Attempt to run the test on a recommended browser to see if the test can be successfully run. Click here for a list of recommended browsers.

If you are still not able to view the test, please contact our Customer Service for further help.

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ERROR MESSAGES

Error Messages - To show our Member Service the exact error message that you are receiving, display the error message on your screen then press ALT+Print Screen on your computer's keyboard. This will transfer the image to your clipboard. Open your Word Processor and paste the selection. You can save this file and e-mail it to our MemberService for support.

When experiencing an error message, try the following steps before contacting our Member Service:

  1. Close the browser.
  2. Retry.
  3. Delete the Cache, Reload, or Refresh.

After trying this and you still continue to receive the error message, contact our Member Service.

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