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HandyNet FAQs

A:
A1. Account is ‘Locked Out’
A2. Active X Control Warning is displaying
A3. Access for a Linked Account has disappeared (see L1)

B:
B1. BSB is showing as incorrect (see F2)
B2. BPay payment reversed (see D2)
B3. Browser version (see T1)

C:
C1. Change Password screen will not allow any numbers to be entered
C2. Changing a Password
C3. Changing the order that transactions are displayed in
C4. Crypto Keypad
C5. Confirmation emails, how to turn them on/off (see E2)
C6. ‘Cannot find server’ error message (M2)

D:
D1. Deleting a Future Dated BPay & Funds Transfer External
D2. Deleting a BPay or Funds Transfer External that has been processed as ‘Pay Now’
D3. Delete Payment history (see E1)
D4. ‘Duplicated Request’ shows on the payment history screen (see T2)
D5. Downloads of MYOB or MS Money transactions shows the wrong balances (see W1)

E:
E1. Edit/Delete Funds Transfer External & BPay payment history
E2. Email Receipts – how to turn them on/off
E3. Error Message – ‘Error -> A possible attempt to embed scripting in input data was detected and logged'
E4. Error Message – ‘Error ->HandyNet Login is rejected’ (see H1)
E5. Error Message – ‘Page cannot be displayed/found’ (see P1)
E6. Error Message – ‘The member number or password is incorrect’ (see P3)
E7. Error Message – Cannot find server (see M2)
E8. Error Message – ‘Your request has been rejected – Error’ (See H1)
E9. eStatements error message – ‘File is damaged and cannot be repaired’
E10. eStatements – selected date ranges are not showing correctly

F:
F1: Functions/Menus in HandyNet are not showing
F2. Funds Transfer External will not accept a BSB
F3. Funds Transfer External payment reversed (see D2)
F4. Funds Transfer External won’t work – ‘Error-> A possible attempt to embed scripting in input data was detected and logged’ (see E3)

H:
H1. HandyNet Login is rejected error message
H2. History lists for transactions are too long, can they be deleted? (see E1)
H3. How to Link member accounts (L2)

I:
I1. Invalid BSB Error message (see F2)
I2. Internal transfer won’t work – ‘Error-> A possible attempt to embed scripting in input data was detected and logged’ (see E3)

L:
L1. Linked Accounts access has been removed
L2. Linking accounts
L3. Linking account – other member see the link?
L4. Locked Out message (see A1)
L5. Login attempt is rejected (see H1)
L6. Login page not displaying (see M2)

M:
M2. Member can’t get to log in page (may say Cannot Find Server)
M3. MYOB or MS Money transaction downloads are showing the wrong balances (see W1)

P:
P1. Page cannot be displayed/found
P2. Page not displaying in the center of the screen
P3. Password is invalid
P4. Printing statements
P5. Password changes (see C2)
P6. Password fields won’t allow you to enter anything (see C1)
P7. Payment history, how to delete (see E1)
P8. Padlock for security doesn’t show on the screen (see S1)
P9. Payment history shows that a BPay or transfer was a ‘Duplicated Request’ (see T2)

R:
R1. Reversing a BPay or Funds Transfer External that has already been deducted (see D2)
R3. Rejected from Login – ‘Error ->HandyNet Login is rejected’ (see H1)

S:
S1. Security padlock does not appear when logged in to HandyNet
S2. SMS available balances on accounts
S3. Statements (see P4)
S4. SMS Inbound requests are not generating a response or are delayed

T:
T1. To find out what browser version is being used
T2. Transaction history on HandyNet shows that a transfer or BPay was a ‘Duplicated Request’
T3. Transaction Posting
T4. Transaction order (see C3)

W:
W1. When downloading a statement to MYOB or MS Money the balances are wrong
W2. When will a transfer post to an account (see T3)

 


A1. Account is ‘Locked Out’

If you enter an incorrect password three times HandyNet will ‘lock’ you out of HandyNet. You will receive a message advising that you have been locked out until a certain date. In this case you will be required to contact the credit union. ^


A2. Active X Control Warning is displaying

Sometimes when attempting to print, the Internet browser identifies the ‘Print’ button as unsafe. This then causes the PC to believe that the page is unsafe to be displayed. To correct this the HandyNet site needs to be loaded as a Trusted site on your browser.

To do this:

  1. Go to Tools on the menu bar
  2. Choose Internet Options
  3. Click on the ‘Security’ tab
  4. Click on the ‘Trusted site’ icon (with the green circle and the tick)
  5. Click on the button that says ‘Sites…’
  6. Type in the website address https://netteller.tsw.com.au
  7. Click on the ‘Add’ button
  8. Type in the website address https://www.netteller.com.au
  9. Click on the ‘Add’ button
  10. Type the website address https://netteller2.tsw.com.au
  11. Click on the ‘Add’ button
  12. Click OK

If you are still experiencing difficulty this may be due to a ‘child window’ which can be solved by cancelling the Print dialogue box and then pressing Control + n. This will open a new Print box and should then work successfully.

 

You may also need to check your PC for ‘Spyware’. Anti-spyware software can be downloaded from

http://www.lavasoftusa.com/software/adaware and must then be run. ^


C1. Change Password screen will not allow any numbers to be entered

If you have just been registered for HandyNet for the first time you will need to accept the Terms & Conditions before HandyNet will allow you to change the password. The Terms & Conditions are displayed on a pop up screen you must actually click on ‘I Accept’ before it will allow you to continue. ^


C2. Changing a Password

  1. To change passwords go to Personal on the Menu bar in your account then click on Change Password. Enter your current password in the ‘Old password’ field.
  2. Enter the new password you wish to choose into the ‘New password’ field and the ‘Confirm New password’ field.
  3. Click on Submit. ^


C3. Changing the order that transactions are displayed in

When printing statements you can choose how you would like your transactions to display. You are able to choose whether you wish your transactions to display from the most recent (newest) to the oldest or vice versa.

To do this:

  1. Go to Personal on the menu bar
  2. Click on Personalise settings
  3. Change the options in the ‘Transactions Direction’ field. ^


C4. Crypto Keypad

Crypto keypad uses enhanced encryption to prevent passwords from being compromised by key logging viruses. Key logging viruses have the potential to record keystrokes made by users on their PC’s, thereby gaining credit card numbers, passwords or other personal information.

 

When the user enters their password, using their mouse to click on each letter or number, the keypad will randomly move to new locations on the page. This random movement is an inbuilt security function designed to prevent cursor mapping. ^


D1. Deleting a Future Dated BPay & Funds Transfer External

You can delete a Future Dated Bpay or Funds Transfer External yourself on HandyNet. You must go to the appropriate (either Transfer or BPay) menu and choose Modify Future Dated Payments/BPay and then click on the delete option next to the payment you wish to delete. You can also contact the credit union to action it for you. All Future Dated Bpays & Funds Transfer External are recorded in the membership. ^


D2. Deleting a BPay or Funds Transfer External that has been processed as ‘Pay Now’

If you have processed a ‘Pay Now’ BPay or Funds Transfer External it may be able to be reversed dependant on the time you processed your transaction.

Please contact the credit union immediately.^


E1. Edit/Delete Funds Transfer External & BPay payment history

You can edit or delete your payment history for FTE payments via the Transfer menu, Edit/Delete FTE BSB’s. These must be edited or deleted individually and cannot be done in bulk.

You can edit or delete their payment history for BPay via the BPay menu, Edit/Delete BPay Billers. These must be edited or deleted individually and cannot be done in bulk. ^


E2. Email Receipts – how to turn them on/off

If you wish to turn off your confirmation email receipts you can:

  1. Log on to HandyNet as usual
  2. On the Menu bar at the top of the page click on Personal
  3. Click on Personalise Settings
  4. Scroll down until you see “send email confirmations” – tick/untick this option
  5. Click submit
  6. It will come up with a message to say that the changes have been made to the system. ^


E3. Error Message – ‘Error -> A possible attempt to embed scripting in input data was detected and logged’

This error message will appear and direct you to login to your account again while processing an Internal or External transfer if you have entered symbols in the reference field. HandyNet cannot recognise symbols only characters and numbers. ^


E9. eStatements error message – ‘File is damaged and cannot be repaired’

If the file downloads completely and opens in Acrobat but before it displays anything it gives the message that the file is damaged and cannot be repaired, make the following changes and try again:

Internet Explorer 6

If you are having problems opening your document within Microsoft's Internet Explorer, please try the following:

  1. Close your browser
  2. Start your Acrobat application
  3. From the Edit Menu, choose Preferences > Internet.
  4. Uncheck the box "Display PDF in Browser" in the Web Browser Options menu and click OK.
  5. You will be prompted to restart your computer.
  6. After your system reboots, open your browser and try accessing your document(s) again.
  7. The PDF file should now be downloaded and automatically open in your Acrobat application ^


E10. eStatements – selected date ranges are not showing correctly

When you enter a specific date in the date ranges e.g. 28/7/2009 and it returns the incorrect details you may need to clear the cache on your computer.

The cache is where a computer stores recently opened web pages and cookies. Deleting the cache effectively means deleting your previous internet history. ^


F1. Functions/Menus in HandyNet are not showing

Sometimes if you are using a browser that cannot support HandyNet the links on the Menu bar are not displayed. While you can view your balance details there are no options appearing on the menu bar to allow you to Transfer etc.

Recommended browsers are:
Platform: Windows 95/98/Me/NT/2000/XP

  • Internet Explorer 5.0 service pack 2
  • Internet Explorer 5.5 (recommended)
  • Internet Explorer 6.0 (recommended)
  • Netscape 7.x
  • Mozilla 1.x (and other Gecko based browsers)
  • Firefox
  • Opera 7.x

Platform: Macintosh

  • Safari (OSX only) (recommended)
  • Internet Explorer 5.0 - 5.2
  • Netscape 6.x
  • Mozilla 1.x
  • Camino (OSX only)
  • Opera 6.x
  • Firefox

Platform: Linux

  • Netscape 6 & 7
  • Firefox (recommended)
  • Mozilla 1.x (recommended)


If they are not using a recommended browser then they may need to upgrade to ensure that the page displays correctly.

This is also a common issue for users of Macintosh PC’s (see details on Macintosh’s in ‘Page cannot be displayed/found’)
If you are using a Macintosh with IE browser 5.0 there is a known problem called a ‘Child window’. ^


F2. Funds Transfer External will not accept a BSB

BSB’s in the BillPay Direct Entry screen must be entered in the following format:

  • nnn-mmm (e.g. 802-124)
  • If the dash is not input in the BSB then it will reject. ^


H1. HandyNet Login is rejected

In most cases this error message will be displayed if cookies are not enabled or if the cookie security settings are set too high.

The following steps tell you how to turn your cookie security settings down:

  1. Open Internet Explorer.
  2. Click ‘Tools’ and then go to ‘Internet Options’
  3. Select the ‘Privacy’ Tab.
  4. Make sure the slider is set to Medium, if it is not slide it down to Medium.
  5. Click on ‘Apply’ and then ‘Ok’

To enable cookies do the following:

Mozilla Firefox (1.0 final release and earlier)

  • Go to the "Tools" menu.
  • Select "Options".
  • Select the "Privacy" icon in the left panel.
  • Check the box corresponding to "Allow sites to set cookies".
  • Click "OK" to save changes.

Netscape 7.1/Mozilla 5.0

  • Select "Preferences" from the Edit menu.
  • Click on the arrow next to "Privacy & Security" in the scrolling window to expand.
  • Under "Privacy & Security", select "Cookies."
  • Select "Enable all cookies".
  • Click "OK".

Microsoft Internet Explorer 6.0+

  • Select "Internet Options" from the Tools menu.
  • Click on the "Privacy" tab.
  • Click the "Default" button (or manually slide the bar down to "Medium") under "Settings".
  • Click "OK".

Microsoft Internet Explorer 5.x

  • Select "Internet Options" from the Tools menu.
  • Click on the "Security" tab.
  • Click the "Custom Level" button.
  • Scroll down to the "Cookies" section.
  • To enable:
    • Set "Allow cookies that are stored on your computer" to "Enable".
    • Set "Allow per-session cookies" to "Enable".
  • Click "OK".

Microsoft Internet Explorer 4.x

  • Select "Internet Options" from the View menu.
  • Click on the "Advanced" tab.
  • Scroll down to find "Cookies" within the "Security" section.
  • To enable:
    • Select "Always accept cookies".
  • Click "OK".

Netscape Communicator 4.x

  • Select "Preferences" from the Edit menu.
  • Find the "Cookies" section in the "Advanced" category.
  • To enable:
    • Select "Accept all cookies" (or "Enable all cookies").
  • Click "OK".

If this doesn’t work try the following:

Add https://www.netteller.com.au, https://netteller.tsw.com.au and https://netteller2.tsw.com.au to your trusted sites in Internet Explorer:

  1. This can be done by going to Tools -> Internet Options.
  2. Click on the Security Tab.
  3. Click on 'Trusted sites'.
  4. Click the 'Sites' button.
  5. Type in the address and press add. Do this for all 3 sites.
  6. Click Ok ^


L1. Linked Accounts access has been removed

The Linked Accounts function requires the user who is setting up the link to know the member number and password of the account they wish to link to. At any time the account holder of the account they have linked to has the option to remove the linked access. Also, if the password of the linked accounts changes the link will be removed and must be re-established by entering the new password.

This is an inbuilt security feature designed to ensure that members who are having their accounts linked to, can remove the access at any time. ^


L2. If I want to link a number of memberships, do I have to go into each membership to link them?

Yes, you would need to link from each membership if you want reciprocal rights. E.g. if member #1 links to members #2. If member #2 logged in they will see that there is a link there but they can’t use it unless they register that link back. ^


L3. If I link to another membership and then that person goes into HandyNet will they see that there is a link to their membership?

No they will not. However, when they go to the Personal menu they will see an option to ‘Deregister a link from ANOTHER member’. This will allow them to view and delete any links that have been made to their membership. ^


M2. Member can’t get to log in page – may say Cannot Find Server

FIRSTLY ensure any pop up blocker is not active

Internet Explorer:

  1. Tools menu
  2. Pop blocker
  3. Turn off Pop up Blocker
  4. Also if the member has any 3rd party software i.e. Google/yahoo toolbar these may also contain pop up blockers.

Mozilla Firefox:

  1. Tools menu
  2. Options
  3. Content
  4. Deselect Block pop up windows

Certain other software may also need to be checked i.e. Nortons, Zone Alarm.

Scan your PC for spyware. This is a common problem that has the potential to interfere with or deny service to a number of sites, amongst other problems.

Spybot Search and Destroy is available from the www.safer-networking.org/

Another excellent Spyware program is Ad-aware - free from www.lavasoftusa.com

Make sure that you update the Spyware definitions, on-line regularly (once a week). ^


P1. Page cannot be displayed/found

This may be because the PC software is not compliant with HandyNet’s requirements. The lists below outline which versions are recommended depending on whether you are using Windows, Macintosh or Linux as a platform.

Platform: Windows 95/98/Me/NT/2000/XP

  • Internet Explorer 5.0 service pack 2
  • Internet Explorer 5.5 (recommended)
  • Internet Explorer 6.0 (recommended)
  • Netscape 7.x
  • Mozilla 1.x (and other Gecko based browsers)
  • Firefox
  • Opera 7.x

Platform: Macintosh

  • Safari (OSX only) (recommended)
  • Internet Explorer 5.0 - 5.2
  • Netscape 6.x
  • Mozilla 1.x
  • Camino (OSX only)
  • Opera 6.x
  • Firefox

Platform: Linux

  • Netscape 6 & 7
  • Firefox (recommended)
  • Mozilla 1.x (recommended)

If you are not using a recommended browser then you may need to upgrade to ensure that the page displays correctly.

To upgrade the browser for Internet Explorer with Microsoft software:

  1. Go to www.microsoft.com.au
  2. On the right hand side there is a menu called Microsoft Site Guide
  3. In this menu click on ‘Security & Updates’
  4. A window will open and display several window panes, click on the one titled ‘Windows Update’
  5. A new page will open and advise you that the page is checking for the latest Microsoft software for your PC (this may take a few minutes as it scans your PC to see what updates you have available).
  6. A page will display giving you the option to perform an Express or a Custom upgrade.
  7. Click on Custom so that you can choose which upgrades you would like.
  8. Choose any downloads that are required for your PC and ensure that the Internet Explorer Service pack is included, as this will ensure that your browser is up to date.
  9. Once you have followed the prompts and downloaded the software it mayinstruct you to restart your PC.

NB: If you are using Windows 2000 as your platform and the Internet Explorer upgrade does not work you may need to download a win2k service pack 2 which can be accessed at

http://www.microsoft.com/windows2000/downloads/servicepacks/sp2/default.asp

 

Internet Explorer with Macintosh (OS) software problems

Macintosh OS systems have known bugs, which cause ‘child windows’ and other problems with links not displaying.

Alternatively if you are using OS you may need to download some security patches at:

http://www.apple.com/support/downloads/macosxupdate_10_3_4.html

http://www.apple.com/support/downloads/macosxcombined1034update.html

http://www.apple.com/support/downloads/macosxcombinedserver1034update.html ^


P2. Page not displaying in the center of the screen

HandyNet must be viewed using 800 x 600 pixels. Sometimes if the settings on a PC are incorrect then the HandyNet page may display only partially in the bottom right hand corner.

This can be fixed by altering the settings.

  1. Go to Start
  2. Click Control Panel
  3. Click on Display
  4. Click on the Settings tab
  5. Move the cursor in Screen Resolution to choose the pixel setting 800 x 600
  6. Click on Apply
  7. Click on Okay
  8. Restart your PC ^


P3. Password is invalid

HandyNet is case sensitive so make sure that the Caps Lock button on Crypto keypad is not on. You also need to ensure that you are entering the password using the keyboard and your password using the Crypto keypad. You should also count the ‘black dots’ that appear in the password screen to make sure that each letter or digit you have clicked on is actually being entered in the field. ^


P4. Printing statements

When printing statements you can choose how many transactions you would like to print per page. For example if you wish to print a statement and see 100 transactions per page you must alter your account settings as the default is set at 50.

To do this:

  1. Go to Personal on the menu bar
  2. Click on Personalise settings
  3. Enter the amount of transactions to print in the ‘Transactions per page’ field. You can enter up to 300. ^


S1. Security padlock does not appear when logged in to HandyNet

This is a common Windows XP and Internet Explorer problem. It does not mean that the site is not secure; it is just that the status bar on the user’s PC may not be displaying.

Microsoft have a solution on their website at:

http://support.microsoft.com/default.aspx?scid=kb;en-us;330216

To work around this issue, click Status Bar on the View menu. You may also be able to prevent this issue from occurring by turning on the Status bar for a Windows Explorer windows and then setting all the folders to match that folder's view settings. To do this, follow these steps:

  1. Open Internet Explorer
  2. Click View
  3. Click Status bar
  4. Right click the Toolbar in Internet Explorer, and then click Lock the Toolbars.
  5. Hold down the CTRL key and click the Close button at the upper right corner to close Internet Explorer.
  6. Right click Start, click Explore, click View and then click Status Bar.
  7. Click Tools, click Folder Options, and then click View.
  8. Click the Apply to all Folders button. Note click OK to confirm that you want to set all the folders to match the current folder’s view settings.
  9. Open Internet Explorer, right click the Toolbar, and then click Lock the Toolbars.
  10. Hold down the CTRL key and click the close button at the upper right corner to close Internet Explorer.
  11. Open Internet Explorer to any page, right click a link, and then Open in New Window.

The status bar should remain visible. ^


S2. Does the pay SMS alert come through when funds are deposited or when they’re available?

The SMS alert for pays comes through when the funds are posted. It will also mean that the funds are available with only the odd exception. ^


S4. SMS Inbound requests are not generating a response or are delayed

If you have sent an SMS Inbound request and not received a response back or it is delayed for a substantial amount of time you may need to check what time settings you have set up to receive SMS as this will affect Inbound requests as well as Outbound alerts.

If the time settings are correct and you are still experiencing this issue please contact the credit union ^


T1. To find out what browser version is being used

Generally you will need to open the browser e.g. Internet Explorer, Mozilla Firefox, Safari:

  1. Go to Help on the menu bar
  2. Click on About Internet Explorer, About Mozilla Firefox etc ^


T2. Transaction history on HandyNet shows that a transfer or BPay was a ‘Duplicated Request’

This will occur if you press the ‘Back’ or ‘Refresh’ button while a transaction is posting. It does not mean that the transfer will be posted again but please check to make sure that the funds have not been deducted twice. If you experience a ‘time out’ during your transaction you should always check to see whether it has processed before you re enter it. ^


T3. Transaction Posting

If you complete an internal transfer it is instantaneous. However, if the transfer is processed after the close of business or over the weekend the transferred monies will only show in the available balance not the current balance. The current balance will be updated once the credit union has opened for business hours and the transaction will show the differing effective and posted dates. ^


W1. When downloading a statement to MYOB or MS Money the balances are wrong

When you download a statement from HandyNet into MYOB or MS Money the details that are sent are the date, the transaction details and the amount of the transaction. The balance details are not downloaded because you must enter your own opening balance into the relevant software program you are using. The balance will then be affected by the transaction details that are downloaded.


It may be advisable to consult your software’s user manual to ensure you are setting up your account correctly before importing the statement.

It may be recommended that you delete the statement file that they you already downloaded.^