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Online Banking

Technical help

Top queries


Answers

There is a problem with the website Security Certificate

This error message is displayed if the time and date on your PC is incorrect. To correct this issue follow the steps below:

  • Select the 'time' located in the bottom right hand corner of your PC screen
  • Amend the time and date to the correct time and date and select 'apply'
  • Select 'OK' and then close all open Internet windows
  • Open a new Internet windows session and you should be able to log in without any further issues.

    Online Banking display problems - Windows Vista (IE7)

    A small number of customers have reported problems with incorrectly displayed text and images when viewing Online Banking. This only occurs when customers use Microsoft Windows Vista with version 7 of Internet Explorer.

    This problem occurs because of a setting on the Microsoft Windows Vista operating system which makes text and other items, such as icons appear to be very large on your screen. It does not just affect Online Banking, you may also have noticed display problems on other websites.

    Please note if you are using a work computer you will require administrator access to make the changes below. If you do not have administrator access for your computer please contact your IT department for assistance

    To fix this issue please follow the steps below:

    • Select the start button (Windows symbol) at bottom left of your computer screen.
    • Select "Control Panel".
    • Select "Appearance and Personalisation" and then "Personalisation" on the next screen. You may just be given the option to select "Personalisation" at step 3 - this will depend on the operating system layout that you have.
    • In the left panel, select "Adjust font size (DPI)"
    • In the "DPI Scaling" box that appears, select "Default scale (96 DPI)-fit more information", and then select "OK"
    • You will be given the option to restart Windows. You will need to restart Windows for the changes to take affect
    • Once you have restarted you can log in to Online Banking by going to www.firsttrustbank.co.uk/onlinebanking

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    Mozilla Firefox - log out issue

    A number of customers using Mozilla Firefox have reported that when using Onilne Banking they are continually logged out of the application and directed back to the log in page with the following error: "You are no longer logged in to Online Banking. Please log in again below."

    This error occurs when using Mozilla Firefox where the 'Skype' add on is enabled. In order to rectify this issue the 'Skype' add on must be disabled by following the steps below:

  • Open your Mozilla Firefox browser
  • Select 'Tools' on the top of the Mozilla Firefox browser bar
  • Select 'Add-ons' - a screen will open
  • Scroll down until you see 'Skype' add-on, select it and it will become highlighted
  • Once highlighted select the 'disable' button
  • When you have done this close all open Mozilla Firefox windows
  • Open a new Mozilla Firefox window and the issue should be resolved

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    Technical Difficulties (Ref:IB02) when logging in

    This error message occurs when using Internet Explorer and where one of the following add on's have been enabled on your browser:

  • Windows live toolbar
  • MSN toolbar
  • Ask.com

In order to resolve this issue the above add on's should be disabled by following the steps below:

  • Open your Internet Explorer browser
  • Select 'Tools' on the top of the Internet Explorer browser bar
  • Select 'Internet options' - a screen will open
  • Once the 'Internet options' screen opens you should select the 'Programs' tab
  • Select the 'Manage add on's' button - a screen will open
  • Scroll down until you see any or all of the above add ons
  • Select the relevant add on and it will be come highlighted
  • Under 'Settings' (you will see 'Enable and 'Disable') select 'Disable' and this will turn off the selected add on. Please confirm the disable.
  • Close all open Internet Explorer windows
  • Open a new Internet Explorer window and you now be able to log in.

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Unsupported browser action

The error message 'you have been logged out of Online Banking due to an unsupported browser action' can occur for a number of reasons

  • If you select the 'back' button which appears at the top of your browser window.
  • If 'cookies' are not enabled. For instructions on how to check your cookies settings please click here.

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JavaScript needs to be enabled

Online Banking has been designed to work with the help of JavaScript.

At the moment, without JavaScript certain functions and processes within the site will not work. To enable JavaScript please follow the instructions below.

Internet Explorer 6, 7 & 8

  • Select 'tools' at the top of the browser window
  • Select 'Internet Options'
  • Select the 'security' tab
  • Ensure the Internet icon is highlighted and then select 'Custom level'
  • Scroll down to 'scripting'(almost at the end of the list)
  • Ensure 'Active scripting' and 'Scripting on Java applets' is enabled.
  • A warning may appear stating 'are you sure you want to change the security settings for this zone?', select 'yes'.
  • Select 'OK' to close the open boxes.
  • Close down all open Internet Explorer browser windows and then open a new browser window for the changes to take effect.


Mozilla Firefox

  • Select 'tools' at the top of the browser window
  • Select 'options'
  • Select the 'Content' tab
  • Place a tick beside 'Enable javascript'
  • Press 'OK' to close the open box
  • Close down all open Firefox browser windows and then open a new browser window for the changes to take effect.

Safari 3.x & 4.x (Windows)

  • Select 'Edit' at the top of the browser window
  • Select 'Preferences'
  • Select the 'Security' tab
  • Place a tick beside 'Enable JavaScript'
  • Press the 'X' on the top right of the grey box to close
  • Close down all open Safari browser windows and then open a new browser window for the changes to take effect.

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Incorrect details

This error message is displayed when there is a discrepancy between the information you have inputted and the information held on our Online Banking customer database.

To correct this error please call our customer service advisers on 028 9034 6034.

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Error messages


Error message: Ref 3

The accounts you have set up to view has been closed or changed. Contact our customer service adviser team on 028 9034 6034

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Error message: Ref 2033

 

First Trust Bank aim to provide the Online Banking service for a minimum of 20 hours daily from 7am to 3am the next morning.

Between the off-peak hours of 3am and 7am it is sometimes necessary to stop the service to facilitate system updates.

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