Troubleshooting Internet Banking | Help Centre

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What if I am having difficulty with Internet Banking?

General troubleshooting

Try these general troubleshooting tips if you're having problems logging in to Internet Banking.

Check you're using a compatible browser. A browser is the web application used to navigate the Internet.
Check our planned maintenance schedule. Sometimes we have system updates or planned maintenance in Internet Banking that may mean you have trouble accessing it.
Never bookmark our Internet Banking link. Always visit our website and click on the Internet Banking button.

System Error

If you come across a 'System Error' notification, clear your cache and cookies. Your internet browser can store unneeded information, and over time it can cause problems with logging in or loading websites. It's recommended to clear your browser's cache or history, and clear cookies on a regular basis.

How to clear cache and cookies on desktop computer

PC: When on your internet browser, press Ctrl+Shift+Delete at the same time to bring up the menu to clear your cache and cookies.

Mac: When on your internet browser, press Command+Shift+Delete at the same time to bring up the menu to clear your cache and cookies.

Select your browser for detailed steps

Chrome

Step 1: Restart your computer.

Step 2: Open ‘Google Chrome’.

Step 3: Select the button at the top right that has three vertical dots.

Step 4: Hover your mouse on ‘More tools’ in the menu and a sub-menu will appear. Select ‘Clear browsing data’ in the sub menu.

Screenshot of step for troubleshooting system error in chrome

Alternatively, press Ctrl+Shift+Delete on your keyboard at the same time.

Step 5: Change ‘Time range’ in the drop down to ‘All time’, and select all three boxes on the left.

Step 6: Select the ‘Clear data’ button.

Step 7: Close your browser and reopen your browser to ensure any changes made have taken effect.

Firefox

Step 1: Restart your computer.

Step 2: Open Firefox.

Step 3: Select the three horizontal lines located on the top right hand of the screen, and select 'Options'.

Step 4: Select 'Privacy & Security'.

Step 5: Under Cookies and Site Data, select 'Clear Data'.

Step 6: Check 'Cookies and Site Data', and 'Cached Web Content', and select 'Clear'

Step 8: Close and reopen your browser to ensure changes made have taken effect.

Alternatively, press Ctrl+Shift+Delete on your keyboard at the same time to bring up the 'Clear Recent History' menu. Check 'Browsing & Download History;, 'Cookies', and 'Cache', and select 'Clear Now'.

Microsoft Edge

Step 1: Restart your computer.

Step 2: Open Microsoft Edge.

Step 3: Select the three horizontal dots located on the top right hand of the browser page, and select 'History' in the drop down menu.

Screenshot of step for troubleshooting system error in Microsoft Edge

Step 4: Select 'Clear history'.

Alternatively, press Ctrl+Shift+Delete on your keyboard at the same time to bring up the Clear browsing data menu.

Step 5: Check ‘Browsing history’, 'Cookies and saved website data', Cached data and files', and 'Tabs I've set aside or recently closed'.

Step 6: Select 'Clear'.

Step 7: Close and reopen your browser to ensure changes made have taken effect.

Internet Explorer

Step 1: Restart your computer.

Step 2: Open Internet Explorer.

Step 3: Select the ‘Tools’ drop down menu located at the top left of the browser page and select 'Internet Options'.

Step 4: In the General tab, select 'Delete' under the Browsing History section.

Alternatively, press Ctrl+Shift+Delete on your keyboard at the same time to bring up the Delete Browsing History window.

Step 5: Select ‘Preserve Favourites website data’, ‘Temporary Internet files and website files’, Cookies and website data’, ‘History’, and ‘Download History’.

Selecting ‘History’ and ‘Download History’ is optional, but suggested.