Troubleshooting guide
- What services are available on NetAccess?
- Can I 'bookmark' NetAccess for quicker access?
- Why do we have to go through the initial login process of Secret Question, Terms & Conditions, etc?
- How can I register for the service?
- Is the site secure and are my accounts protected?
- Why do I need to change my password when I first log in?
- Can I change my password?
- What do I do if I have forgotten my password?
- What do I do if my account is blocked?
- Why do I need a Secret Question?
- Can I change my Secret Question?
- Why does NetAccess log me out after 10 minutes?
- How can I receive confirmation of my transfers?
- There aren't enough transactions on the screen. How can I alter this?
- How many transactions does NetAccess hold?
- Which browsers work best with NetAccess?
- How do I check what version I am using?
- Why do I need to be able to accept 'cookies'?
- Why does NetAccess display differently on different screens?
- Why can't I see the latest updates that have been made to the web pages?
- What does it mean if you get an error message 'Cannot open site'?
- What does it mean when I get an error message 'page cannot be displayed' or 'you are not authorised to view this page'?
- If I need help, who do I contact?
1. What services are available on NetAccess?
We are pleased to offer our members the convenience of NetAccess, our Internet banking system. Many of our members say it's increasingly difficult to find the time to do their banking transactions in person.
E-commerce solutions, including the phone and Internet, allow us to offer you a way to keep track of your finances from the comfort of your home or office, at a time that suits you.
We have a range of products and services that we already deliver to our members and many more are on the way!
On our NetAccess site you can:
- Check your account balances.
- Obtain a list/statement of transactions.
- BPAY® bills.
- Make transfers between your own and external accounts and receive an email confirming the transaction, if member wants to receive this.
- Download your account details into a form suitable for MS Money, Quicken or Excel applications.
- Check the Interest you have earned year to date, (only for accounts that are current and open).
- Review your term deposit, loan and payroll details
- Submit change of address. Change of address will be processed within 24 hours.
- Order a cheque book.
- Review your periodical payment details.
- Online Statements.
2. Can I 'bookmark' NetAccess for quicker access?
Yes, you can bookmark this service from the login page. Just click on the text "To add this page to your favourites, CLICK HERE" This will save this page in your computer's favourites folder.
3. Why do we have to go through the initial login process of Secret Question, Terms & Conditions, etc?
The initial login process of agreeing to our Terms & Conditions and the request for a Secret Question and Answer is a one off process. However, you may re-read the Terms and Conditions or change your Secret Question and Answer at any time.
The Terms and Conditions enable us to explain our responsibilities and subsequently what your responsibilities and rights are. The Secret Question and Answer will provide you with an increased level of security and flexibility, should you forget your password.
4. How can I register for the service?
There are 3 convenient ways to register:
- Phone 13 29 30 and register, 8.25am – 7.00pm Monday – Friday
- Email Us
- Visit your local branch.
5. Is the site secure and are my accounts protected?
Yes, our NetAccess site employs 128-bit encryption of data sent to and from the site that cannot be intercepted and read by others. This is currently one of the highest levels of encryption available. (Encryption scrambles the data that is sent on the line to stop people who may try to tap into or hack into Internet communications). The yellow padlock on the bottom of the browser page indicates that the site is secure. The web address "https://www" signifies that members are accessing a secured address (unsecured addresses start with "http://").
6. Why do I need to change my password when I first log in?
To increase the security of your password, you will be prompted to change the password issued to you upon registration, to one of your choice. This ensures complete security as the only person to know the password is you.
7. Can I change my password?
Yes, select the 'change password' option from the member tab, on the top of the NetAccess screen. You will need to enter your existing password and the new password you would like to use.
8. What do I do if I have forgotten my password?
If you've forgotten your password simply phone us or email us, and request your password to be reset. Once we have verified your request, your password will be reset. When you next login to NetAccess you will be requested to change your password.
9. What do I do if my account is blocked?
If you have entered the incorrect password 3 times, on your third attempt you will be requested to answer your secret question. If you answer the question incorrectly your account will be blocked for access. To regain access, please phone or email us. Once we have verified your request, your password will be reset within 4 hours if received within business hours or the next business day if received out of business hours. When you next login to NetAccess you will be requested to change your password.
10. Why do I need a Secret Question?
The secret question is for added security. If you enter your password incorrectly 3 times, on the third attempt you will be requested to answer your secret question. If you answer correctly, you will be given access to your accounts. But, it is recommended that you have your account access reset, so that you can enter a new password. If you get the answer incorrect your account will be blocked from access. You will need to notify us to have your account reset for access.
11. Can I change my Secret Question?
Yes, select the 'change secret question' option from the member tab, on the left side of the NetAccess screen. You will need to enter your current password then the new secret question and answer that you wish to change it to.
12. Why does NetAccess log me out after 10 minutes?
NetAccess will time out after 10 minutes of inactivity on the keyboard. This is a security measure to ensure that if the screen is left without logging out, NetAccess will log you out, preventing other people from accessing your private account details. You will need to log in again to resume access.
13. How can I receive confirmation of my transfers?
Simply register your email address with us and you will be sent a confirmation after every transfer is scheduled to be processed. If you have already provided your email address and don't receive confirmations please phone us .
We will ensure we have your correct email address and work to resolve the situation quickly.
14. There aren't enough transactions on the screen. How can I alter this?
You can choose the number of transactions displayed on your screen, the number of transactions to print per page, or the order that they run in, by selecting the 'Personal Settings' option from the Member tab, on the top of the NetAccess screen. These changes will take effect instantly.
15. How many transactions does NetAccess hold?
NetAccess software has the capacity to hold 60 days of transactions at any one time.
16. Which browsers work best with NetAccess?
NetAccess has not been designed with any one particular browser in mind.
However, to ensure you can use the new features now available to you we have incorporated the use of advanced technologies such as DHTML and style sheets. Some older versions of browser may experience problems in supporting these components.
Other factors also influence the behavior of the product, including your hardware platform, network connection, browser settings and operating system version.
NetAccess does not target any one system - rather we have endeavoured to reach a common ground. Please be assured that NetAccess is in a continual state of development to conform to emerging standards.
Windows
Macintosh
Linux
- FireFox (recommended)
Important information regarding Internet Explorer 6
Internet Explorer 6 provides the option to adjust the way your computer handles cookies and is automatically set with cookies "disabled". NetAccess requires that you have your privacy setting set at either Medium or Medium/High as NetAccess uses cookies to keep track of your internet banking session.
To ensure cookies are enabled follow the steps below:
- Open your browser
- Go to the "tools" menu
- Select the "internet options" menu option
- Select the "security" tab
- Select the "custom level" tab
- Scroll down to "cookies"
- Select "enable" cookies on both settings
Internet Explorer 6 is now ready for use with NetAccess.
17. How do I check what version I am using?
To check the version you are using, go to Help on the browser then either About Internet Explorer or About Firefox etc, the version that is on that machine will be displayed.
18. Why do I need to be able to accept 'cookies'?
Cookies are alphanumeric identifiers that can be transferred to your computer's file system through your web browser. QTCU's NetAccess does not use persistent cookies. It does however use a transient cookie to bind your logged in session with the current instance of your browser. QTCU's NetAccess does not keep a database of information obtained via cookies.
In order to use NetAccess your browser must be set to accept cookies.
Most web browsers automatically accept cookies, but they allow you to instruct your browser to prevent the use of cookies. If you disable this feature NetAccess will not function properly. In this event you will need to change your settings to accept cookies.
19. Why does NetAccess display differently on different screens?
You will notice that on different screens or monitors, internet pages may look different, i.e. you may be able to see more of the page on some screens than others and you will also have scroll bars when required.
This is due to the screen resolution that is set on the individual PC. This can be altered, however, some older machines are limited as to how much they can be changed.
If you find that you are unable to see part of the page e.g. the log out button, which is on the top of the page, then we suggest that you change your screen resolution as follows;
- Go to start,
- settings,
- control panel,
- display,
- settings.
The screen resolution should be either 800 x 600 or 1024 x 768.
20. Why can't I see the latest updates that have been made to the web pages?
Sometimes your computer will store a web page and therefore, you will not see any updates or changes to the page until your browser is refreshed. This is referred to as caching.
To refresh the site, we advise you to;
- Hold down the control key and hit F5 key- or hold down the control key and hit the Refresh/Reload button on the browser.
- Right click on the page then choose the Refresh from the pop up window.
- If the page is still not displaying correctly, try,
- In the browser, go to tools, Internet options, general tab, delete files under Temporary Internet files and clear history under History - this deletes the history of web pages that are stored on the PC.
- If the page is still not displaying correctly, try deleting the 'cookies' stored on the computer by-
- Go to start, programs, windows explorer, find the windows folder and then the cookies folder, from here delete the actual cookies files.
21. What does it mean if you get an error message 'Cannot open site'?
This may occur if the computer running NetAccess is unavailable for some reason; it is a rare occurrence. If this is the case we will endeavour to have notification posted to the site to notify you of any down time. Please try the service again later on.
22. What does it mean when I get an error message 'page cannot be displayed' or 'you are not authorised to view this page'?
This may occur if the setting within the computer has been altered to not be able to access secure sites. You need to check whether you are able to access other secured sites and/or have you tried this from home/work. If you are able to access other secure sites and the error is restricted to NetAccess, please report the issue for further investigation.
23. If I need help, who do I contact?
If you are having difficulty with NetAccess we are here to help. For Technical problems e-mail our Administrator at netaccess@qtcu.com.au or for all other difficulties please e-mail QTCU at qtcu@qtcu.com.au, outlining any problems you are having with our site and we will respond within 2 business days.
To phone us
QTCU Contact Centre 13 29 30 (8.30am – 7.00pm Mon – Fri)
