BankWiseOnline TroubleShooting Guide

Welcome to the BankWiseOnline troubleshooting guide. Here you can view questions and answers on problems you may be experiencing.

If your issue is not described below you can always contact us.

Questions

1. I've forgotten my User Code or Password. What should I do now?
2. How often do I need to change my password?
3. It keeps saying my login did not complete. What is causing this?
4. What do I need to access BankWiseOnline?
5. Why do I keep receiving a Transaction Did Not Complete error message while browsing the site?
6. I'm getting a Transaction Did Not Complete error message as soon as I log into the site. Why?
7. I'm not seeing an account I have. What should I do?
8. How is my account protected from internet fraud?
9. I have received an email from you asking for my login information or account numbers. Is this safe?
10. Why am I not able to download my transaction to any 2005 or greater version of QuickBooks or Quicken?
11. I am having trouble using Microsoft Money, QuickBooks, or Quicken. What do I do?
12. Can I place a Stop Payment online?

Question 1:

I've forgotten my User Code or Password. What should I do now?

Answer:

You may contact us by phone (417)-869-9000 and once we verify your identity we can look it up for you.

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Question 2:

How often do I need to change my password?

Answer:

All BankWiseOnline passwords will expire after 3 months. If your password has expired you will need to contact us to have your password reset.

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Question 3:

It keeps saying my login did not complete. What is causing this?

Answer:

When you receive the following message:

Log In did not complete for the following reasons:
Log In Information Is Missing Or Invalid.

This can be causing by invalid login information being entered. Verify the information being entered is correct and call the bank if you think you may have forgotten it.

After an account is inactive for 6 months it will be deleted and you will be required to re-enroll to BankWiseOnline.

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Question 4:

What do I need to access BankWiseOnline?

Answer:

To take full advantage of features available with this online banking software, ensure the following requirements are met:

Internet access.

Internet Explorer 6.0 (or greater) or Netscape Communicator 6.1 (or greater).

Set screen resolution to 800x600 for best performance.

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Question 5:

Why do I keep receiving a Transaction Did Not Complete error message?

Answer:

If you receive the following message:

Transaction did not complete for the following reason(s):

1. A Security Error Has Occurred. Your Online Session Has Expired.
Possible Reasons Include Double Clicking A Link Or Pressing The Browser's Back, Forward Or Refresh Button.

Return To The Login Page To Continue Your Session.

You are not following the navigation structure within BankWiseOnline. You are not allowed to use the Back or Forward buttons within your web browser to navigate the site. You will also receive this message if you click a link again before it's finished loading. If this occurs then you must navigate back to the login page and login again.

If you have been inactive for more than 10 minutes your session with BankWiseOnline will timeout and you will be required to login again.

This could also occur if you have cookies disabled or blocked on your web browser. See Question 6 for more information.

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Question 6:

I'm getting a Transaction Did Not Complete error message as soon as I log into the site. Why?

Answer:

In order to access BankWiseOnline you must have cookies enabled on your browser. We use cookies to verify your identity after signing in. If you have disabled cookies from within your browser, or if you are running a third-party program that blocks cookies you will not be able to access your online account.

Changing how your browser deals with Cookies



In Internet Explorer 5.5:

On the Tools menu, click Internet Options.

Click the Security tab.

Select the Internet zone.

Click Custom Level.

Scroll down to the Cookies section and enable both the "Allow cookies that are stored on your computer" and the "Allow per-session cookies (not stored)" sections.



In Netscape Navigator 4.7:

On the Edit menu, click Preferences.

Click Advanced.

Set your options in the section labeled "Cookies.

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Question 7:

I'm not seeing an account I have. What should I do?

Answer:

Contact us by phone (417)-869-9000 or email and we can look into the issue for you.

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Question 8:

How is my account protected from internet fraud?

Answer:

Our service has been designed with and uses the latest Internet security technology, including secure communications (SSL), firewalls, encryption and operating systems that have been designed to provide maximum security.

Learn more by viewing our Security Statement.

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Question 9:

I have received an email from you asking for my login information or account numbers. Is this safe?

Answer:

We will never request our customers to update their personal information via web links contained within emails. If you suspect you have received a fraudulent email, please forward it to spoof@oldmobank.com.

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Question 10:

Why am I not able to download my transactions to any 2005 or greater version of QuickBooks® or Quicken®?

Answer:

Due to additional fees charged to the bank by Intuit, we are no longer able to allow the download of transaction information using these versions of the programs. All prior versions should still function.

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Question 11:

I am having trouble using Microsoft® Money, QuickBooks®, or Quicken®. What do I do?

Answer:

Microsoft® Money offers "Help" features that can be used to search for the specific problems you are experiencing. If you continue to experience problems you can contact Microsoft directly by visiting Microsoft at http://support.microsoft.com

Quicken® and QuickBooks® offer "Help" features that can be used to search for the specific problems you are experiencing. If you continue to experience problems please contact Intuit directly by visiting Intuit's website at http://www.intuit.com/support/

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Question 12:

Can I place a Stop Payment online?

Answer:

At this time we don't allow Stop Payments to be placed using the BankWiseOnline system. Please call the bank at (417) - 869-9000 to speak with a customer representative.