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You tried to log in to internet banking and got a message saying 'access denied', 'script error' or 'your session has expired'. What's going on?

The likely cause is JavaScript or cookies are disabled or your browser’s security is set too high (this disables cookies). The solution is to enable JavaScript and cookies because internet banking needs them to work.

To check and change the settings for JavaScript, cookies and security level, follow the instructions below. If your browser version does not appear, use your browser’s help guide to locate the information you need.

To check and change the Java settings:

Internet Explorer 9.0+

  • Select the ‘Tools’ option from the menu bar at the top of the screen.
  • Select ‘Internet options’.
  • Click the ‘Security’ tab.
  • Click the ‘Custom level’ button.
  • Scroll down until you see the ‘Scripting’ section. Select the ‘Enable’ radio button for ‘Active scripting’.
  • Click ‘OK’ to accept changes.

Firefox 7.0+

  • Select the ‘Tools’ option from the menu bar at the top of the screen.
  • Select ‘Options’.
  • Click the ‘Content’ tab.
  • Select the ‘Enable JavaScript’ checkbox.
  • Click ‘OK’ to accept changes.

Safari 5

  • Select the ‘Safari’ menu from the menu bar at the top of the screen.
  • Select ‘Preferences’.
  • Click the ‘Security’ tab.
  • Select the ‘Enable JavaScript’ checkbox.
  • Click ‘Close’ or ‘Done’.

Google Chrome 10

  1. On the web browser menu, click on the ‘Customize and control Google Chrome’ and select ‘Options’.
  2. In the ‘Google Chrome options’ tab, select the ‘Under the hood’ menu item.
  3. In the ‘Privacy’ section, click the ‘Content settings ...’ button.
  4. In the ‘Content settings’ window, go to the ‘JavaScript’ section and select ‘Allow all sites to run JavaScript (recommended)’.
  5. Close the ‘Google Chrome options’ tab.
  6. Click on the ‘Reload this page’ button of the web browser to refresh the page.

To check and change the cookie settings:

Internet Explorer 9.0+

  • Select the ‘Tools’ option from the menu bar at the top of the screen.
  • Select ‘Internet options’.
  • Click the ‘Privacy’ tab.
  • Click the ‘Advanced’ button.
  • Check the ‘Override automatic cookie handling’ option.
  • Make sure to select ‘Accept’ on both first-party cookies and third-party cookies.
  • Click ‘OK’ to accept changes.

Firefox 7.0+

  • Select the ‘Tools’ option from the menu bar at the top of the screen.
  • Select ‘Options’.
  • Click the ‘Privacy’ icon.
  • Set ‘Firefox will:’ to ‘Use custom settings for history’.
  • Make sure ‘Accept cookies from sites’ and ‘Accept third party cookies’ are checked.
  • Click on ‘OK’ to accept changes.

Safari 5

  • Select the ‘Safari’ menu from the menu bar at the top of the screen.
  • Select ‘Preferences’.
  • Click the ‘Security’ tab.
  • Under ‘Accept cookies’ check ‘Always’
  • Click ‘close’ or ‘done’.

Google Chrome 10

  • Click the wrench icon on the browser toolbar.
  • Select ‘Settings’.
  • Click ‘Show advanced settings’.
  • In the ‘Privacy’ section, click the ‘Content settings’ button.
  • In the ‘Cookies’ section, you can change the following cookies settings:
    • delete cookies
    • block cookies by default
    • allow cookies by default
    • make exceptions for cookies from specific web sites or domain.

To check and change the security level:

Internet Explorer 9.0+

  • Select the ‘Tools’ option from the menu bar at the top of the screen.
  • Select ‘Internet options’.
  • Select the ‘Security’ tab.
  • Select the ‘Internet’ icon.
  • Select the ‘Default level’ tab.
  • Move and set ‘Security level for the zone’ to medium instead of high.

Firefox 7.0+

  • Click the orange ‘Firefox’ menu button at the upper left corner of the Firefox window and click ‘Options’.
  • Click the ‘Security’ icon at the top of the ‘Options’ window.
  • Tick the ‘Warn me when sites try to install add-ons’ checkbox to enable or disable the information bar that appears at the top of a web page when it tries to install add-ons. The installation attempt will fail silently if warnings are disabled, unless the web site is on your exceptions list.
  • Tick the ‘Block reported attack sites’ checkbox. If this option is enabled, a warning page will appear when you navigate to a reported attack site. This feature won't block every dangerous web site; just web sites that have been reported as dangerous.
  • Tick ‘Block reported web forgeries’ box. These sites pretend to be legitimate web sites to steal your personal information. This feature only blocks forgeries that have been reported.
  • Click the ‘OK’ button at the bottom of the ‘Options’ window.

Safari 5

  • Go to the ‘Safari’ menu and choose ‘Preferences’ from the pull-down menu.
  • Click on the ‘Security’ icon from the list of options. This will take you to the main ‘Security preferences’ page.
  • Put a check mark in the first box if you would like Safari to enable plug-ins.
  • Place a check mark in the second box to enable Java.
  • Put a check in the third box to enable JavaScript.
  • Put a check mark in the fourth box if you want Safari to automatically block pop-up windows.
  • It is good idea to tick ‘Ask before sending a non-secure form from a secure web site’.

Google Chrome 10

  • Click the settings icon from the toolbar.
  • Select ‘Settings’.
  • Click ‘Show advanced settings’.

Here are the various settings you can adjust (don’t change these settings unless you’re sure of what you’re doing):

  • Phishing and malware protection: This option is enabled by default in the ‘Privacy’ section. When enabled, Google Chrome warns you if it detects the site you’re trying to visit is suspected of phishing or containing malware.
  • SSL certificates and settings: Go to the ‘HTTPS/SSl’ section to manage your SSL certificates and settings.
  • Web content settings: Click ‘Content settings’ in the ‘Privacy’ section to adjust your permissions for cookies, images, JavaScript, plug-ins, pop-ups, and location sharing. All web content, except for pop-ups, is allowed by default.

If you need more help contact us.