Answer: Most commonly, the issue is resolved by right clicking (or holding “Command/Apple” and clicking) the Bill Payment tab in OLB. This will force the bill pay application to open in a new window, storing the domain’s cookies on the browser. Subsequent logins would not require the right click procedure, as the cookies will be saved on the device.
Instructions for various users:
If the above does not resolve the problem, attempt the following steps:
Internet Explorer Users (Windows):
Answer: Online Banking (OLB) is compatible with the following browsers. For maximum security, always use the latest browser version. Beta versions of browsers and operating systems are not recommended or supported. Additionally, if a browser or operating system is no longer supported by the vendor, it is not supported by FIS.
GBT regularly monitors and tests browsers and operating systems to ensure the highest security standards.
New browser versions released in the interim are supported (most recent two major versions). A new
version of a browser or operating system is supported beginning on the date the software is released. The
following are supported as of the October 22, 2017 release:
|Operating System||Microsoft Internet Explorer®||Microsoft Edge||Apple Inc, Safari®||Mozilla Firefox®||Google Chrome™|
|Windows 7 SPI||11||N/A||Latest two versions||Latest two versions|
|Windows 8.1||11||N/A||Latest two versions||Latest two versions|
|Windows 10||11||Latest two versions||N/A||Latest two versions||Latest two versions|
|macOS 10.12 (Sierra)||N/A||11.0||Latest two versions||Latest two versions|
|macOS 10.13 (High Sierra)||N/A||11.0||Latest two versions||Latest two versions|
|iOS 11||N/A||Mobile Safari|
As an additional clarification, Compatibility View Settings are no longer supported by OLB. When accessing OLB through a browser with Compatibility View set, the drop-down options under the main menu items may not be available.
Perform the instructions below to bring compatibility up-to-date. You may wish to communicate this action to your OLB users.
Answer: Most common reason would be this is a new device profile identified for the customer or there has not been enough consistent use of the Device to confirm the correlation.
Because the Device Profiling looks at many factors together, as well as a system cookie and a Flash Object from a prior session, there are some instances where changes to a combination of factors would trigger a risk score that requires additional authentication.
These situations are difficult to pinpoint and difficult to explain but essential to appropriate assessment of risk.
Suggested response to consumers: We recently upgraded our security system and our system controls are asking you to confirm your PC and network path before proceeding. Please follow the instructions to provide additional authentication so the system can learn this profile is safe and you can access the system from this profile in the future.
Answer: There are some settings in a PC that make Device Profile work more effectively. Essentially these settings will expose more of the PC Profile to the Device Review so make it easier for the system to tell the legitimate customer from a fraud attempt.
If a user continues to get stepped up over and over, we have found that sometimes users’ browsers don’t encrypt the Device ID correctly and therefore cannot be recognized as a previously used Device.
Here are some hints we have found helpful in resolving client-side issues that prevent device from properly registering and resulting in users being stepped on every login:
Additionally some browser software/plug-ins stops items from loading and can limit our ability to recognize their system.
Answer: If you do not know/remember your password, please click on the following link, enter your User ID & then select “Reset Password”. This will allow you to reset your password by verifying your personal information; such as User ID, SSN & Account number.
Answer: Log into GBT website and initiate a download from the bankweb site, selecting Quicken/QuickBooks (select whichever one you use) as the file type. Once the download begins, you should have the opportunity to create an Express Web Connect through your Quicken/QuickBooks to the bank.