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One-Time Passcode (OTP) Prompts

If you find that Online Banking repeatedly prompts you to enter the six-digit OTP when you log in from your home (private) computer, please follow these troubleshooting steps:

  1. Scan your computer thoroughly with a reputable anti-malware/anti-virus product. Viruses and other malware often interfere with Web browsers and prevent them from functioning normally.
  2. Ensure that you click the “Yes, register my private computer” button when you enter the OTP while logging in.
  3. If you’re using Internet Explorer, you may want to try resetting your browser. We’ve seen this fix problems for Online Banking users in the past. Note that this will disable any add-ons you may be using with your browser. If you do this, you’ll also need to repeat the other steps above to ensure that your settings are correct for Online Banking.
  4. If you continue to experience this issue after following the steps above, then it’s likely that a piece of third-party software is deleting cookies. This would typically be some type of anti-malware, anti-virus, system clean-up, or system optimizing software that’s set to delete your browser cookies (including Flash cookies) automatically.  Because there’s such a wide variety of products with this capability, it would be impossible for us to provide specific configuration instructions, but it should be possible for you to create an exception so that your Online Banking cookies are preserved. Consult your software’s documentation for details.
  5. If you’re using a laptop computer, call the Main Bank and schedule an appointment to bring in your laptop and have one of our Online Banking specialists or IT Department staff meet with you.


Clearing Cookies

Because Online Banking requires the use of cookies, we find that login problems can often be resolved by clearing the cache and cookies from your Web browser. In many Web browsers, you can use the Ctrl+⇧ Shift+Delete shortcut key combination (press all three keys at the same time) to open a dialog box that gives you options for clearing various data. At a minimum, you want to ensure that “cookies” and “cache” are selected (Microsoft Internet Explorer uses the term “Temporary Internet Files” instead of “cache”) before you click the “clear” or “delete” button in this dialog box. After the browser finishes deleting the selected information, close the browser completely. Then launch the browser and attempt to log into Online Banking again.

Note that if you clear your browser cookies, you’ll see the OTP prompt again the next time you log into Online Banking. This is also true if you use a browser setting or utility that automatically deletes your cookies.

To find more detailed instructions for clearing your browser’s cache and cookies, please consult the appropriate help site for your browser.


Online Banking also requires that JavaScript be enabled in your browser. JavaScript is enabled by default in most modern browsers, though users sometimes choose to disable it for security or other reasons. If the browser test reports that your browser has JavaScript disabled, please consult the appropriate help site for enabling JavaScript in your browser.

Test Your Browser

In order to ensure that your computer meets compatibility requirements for Online Banking you may wish to test your browser. Note that this test will open in a new browser tab or window; you may close the new tab or window after the test has completed.

If you require further assistance, please call us and ask to speak with one of our Online Banking staff.

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