Help

Help - Frequently Asked Questions

Please click on a question for information on the topic. Use the "Go To Top" link following each answer to return to this FAQ list.

Frequently Asked Questions
  1. What browser should I use for online banking?
  2. What are cookies?
  3. What is encryption?
  4. What is the difference between 40-bit and 128-bit encryption?
  5. How do I find out if my browser has 128-bit encryption?
  6. How can I upgrade my browser to 128-bit encryption?
  7. How do I disable the memorized password function or auto-complete?
  8. How can I clear my cache?
  9. What screen settings should I use?
  10. What are plug-ins?
  11. What is the Java Virtual Machine (JVM, Java VM)?
  12. What is My Profile used for?
  13. How do I personalize My Profile?
  14. What if I've forgotten my password?
  15. How do I change my password or personalization setting?
  16. How can I contact technical support?

What browsers should I use for online banking?

Browsers are the software programs you use to access the World Wide Web (WWW) and they have seen significant improvements over the years. Please ensure that the browser you are using to access your account online is a current version.

We recommend using 128-bit browsers, containing the highest level of encryption generally available, and providing you with the best protection when sending confidential information over the Internet. Updating your browser will allow us to provide the best and most-secure experience online.

Microsoft Internet Explorer
Download Now - PC Version.
Download Now - Mac Version.

Netscape Navigator
Download Now - PC Version.
Download Now - Mac Version.

Please note Newfoundland and Labrador Credit Union is not responsible for any difficulties in downloading and installing the software.

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What are cookies?

A cookie is a small file that sits on your computer and contains certain information that a Web site creates and sends to your browser to remember your information.

As you use the site, cookies are passed back and forth between our server and your browser.

Specifically, we use two kinds of cookies - session cookies and persistent cookies. A session cookie exists only for the length of your browsing session and is deleted when you close your browser. A persistent cookie is a cookie that stays on your computer after you close your browser. A persistent cookie may or may not expire on a given date. We use persistent cookies to support optional features that provide you with the ability to personalize the site and to make it easier to use.

We use a session cookie to maintain the integrity of your Internet banking session. With each page that you visit, the cookie is passed back and forth between our server and your browser. We use the cookie to distinguish your session from the many others that may be happening at the same time. Our session cookies never store any personal information, like your name, or date of birth, or financial information, such as your accounts and balances. Your browser must accept the session cookie in order for you to use Online Banking.

Most recent browser versions allow the user to set some level of control over which cookies are accepted and how your browser uses them. Many browsers will allow you to accept cookies from only known, reliable sites that you select such as this one. If you are concerned about cookies, we encourage you to upgrade your browser to a recent version and review the Help section of your browser to learn more about its specific control features.

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What is encryption?

Encryption is the process of converting data into a secure and random format for transmission, so that it is extremely difficult for any one but the intended user to decode. It's just like writing a letter, converting it into secret code and mailing it where the recipient descrambles the secret code upon receiving the letter. There are 2 levels of encryption generally available in web browsers: 40-bit encryption, and 128-bit encryption. MemberDirect requires users to have a web browser that supports 128-bit encryption.

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What is the difference between 128-bit and 40-bit encryption?

128-bit encryption has (three followed by 26 zeroes) times as many ways to convert the data into code as there are for 40-bit encryption. Most browsers support 40-bit encryption but we recommend using 128-bit encryption as the 128-bit encryption offers the highest level of protection when using online banking and sending confidential information over the Internet.

MemberDirect requires users to have a web browser that supports 128-bit encryption.

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How do I find out if my browser has 128-bit encryption?

Internet Explorer

In the Windows version:
Under the "Help" menu select "About Internet Explorer". Next to the section marked "Cipher Strength", it will say what level of encryption your browser supports.


In the MAC version:
Select the "Apple menu" from the top of the screen. Next to the section marked "Cipher Strength", it will say what level of encryption your browser supports.

Netscape Navigator

In the Windows version:
Under the "Help" menu select "About Netscape". In the section marked "RSA Encryption", a sentence in bold describes either "US" or "International" security. The US refers to 128-bit and International refers to 40-bit or 56-bit encryption.


In the MAC version:
Select the "Apple icon". In the section marked "RSA Encryption", a sentence in bold describes either "US" or "International" security. The US refers to 128-bit and International refers to 40-bit or 56-bit encryption.

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How can I upgrade my browser to 128-bit encryption?

You will find the 128-bit encryption upgrade on both Microsoft's and Netscape's web sites.

Download Now - Internet Explorer 128-bit encryption upgrade.

Download Now - * Netscape Navigator 128-bit encryption upgrade.

Please note Newfoundland and Labrador Credit Union is not responsible for any difficulties in downloading and installing the software.

* Special note for Netscape Communicator users: If you are using Netscape Communicator you must ensure that you download a new version of Netscape Communicator and not Netscape Navigator. Otherwise you will lose your e-mail, bookmarks, and newsgroups. Netscape Navigator is a stand-alone product. No e-mail and newsgroup viewers are included.

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How do I disable the memorized password function or auto-complete?

If your branch and account number automatically appears on the "Sign-In" page we recommend that you disable the auto complete function to protect your information.

In Internet Explorer 5 or higher:

  • Select "Tools" from the menu bar.
  • Select "Internet Options" and then "Content tab".
  • Select "Auto complete" and remove the checkmarks from the "User names and passwords" section.
  • Select "Clear forms" and then "Clear passwords".

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How can I clear my cache?

Netscape Navigator

  • From the "Edit" menu, select "Preferences".
  • Double-click on the "Advanced" Category until the Cache, Proxies, and Disk Space sub-categories are displayed.
  • Click on the "Cache" sub-category.
  • Click on the "Clear Memory Cache" and then click on "OK" to remove all the files currently in your disk cache.
  • Click on the "Clear Disk Cache" button and then click on "OK" to remove all the files currently in your disk cache.
  • Click on "OK" to return to your browser.

Netscape for the Mac Version

  • Launch your browser.
  • Select "Edit" and then "Preferences".
  • Under the heading "Advanced" select "Cache". If you do not see any submenus under "Advanced", click on the small triangle next to the word "Advanced".
  • On the right hand side, under the title "Cache", click the box "Clear Disk Cache Now".
  • A pop up box will ask if you wish to continue. Click on "OK".

Microsoft Internet Explorer

Internet Explorer 4.x

  • Click on "Tools", and then "Internet Options".
  • Under the "General" tab, look for the "Temporary Internet Files" section.
  • Click on the "Delete Files" button, and then click on "OK".

Internet Explorer 5.x

  • Click on "Tools", and then "Internet Options".
  • Under the 'General" tab, look for the "Temporary Internet Files" section.
  • Click on the "Delete Files" button, and then click on "OK".

Internet Explorer for the Mac Version

  • Launch your browser and select "Edit".
  • Select "Preferences".
  • In the pop up box that appears, under the heading "Web browser", select "Advanced".
  • If you do not see any submenus under the heading "Web Browser", click on the small triangle next to the words "Web Browser".
  • On the right hand side, under the title Cache, click the box "Empty Now".

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What screen settings should I use?

This site is best viewed at screen settings of 800 by 600 pixels or 1024 by 768 pixels. To change your screen setting, RIGHT MOUSE CLICK on your DESKTOP, select PROPERTIES, click on the SETTINGS tab and adjust the SCREEN RESOLUTION AREA. Click on APPLY. Then, click OK.

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What are plug-ins?

A plug-in is an optional application that you can download and store on your hard drive. Your computer may not be able to play sounds, video clips or animations without the proper plug-ins. This site takes advantage of several plug-ins necessary to receive features such as animated images. Below is a complete list of plug-ins used on the site and where you can download them.

Macromedia Flash Player

Macromedia Flash Player gives you full interactive multimedia, clickable and dynamic animations, graphics, text and audio from directly within your web browser.

Download Now

Windows Media Player

Windows Media Player enables users to view audio and video files using their PC.

Download Now - PC Version

Download Now - Mac Version

Adobe Acrobat Reader

Adobe Acrobat Reader enables users view certain forms and pages that are saved in PDF file format for easy distribution over the Internet.

Download Now - PC Version

Download Now - Mac Version

Please note Newfoundland and Labrador Credit Union is not responsible for any difficulties in downloading and installing the software.

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What is the Java Virtual Machine (JVM, Java VM)?

The Java Virtual Machine developed by Sun Microsystems enables just about any online application including Newfoundland and Labrador Credit Union's online calculators to run on just about any computer, anywhere.

To install the latest Java Virtual Machine on your computer please visit Sun's download page, which detects whether automatic installation is available for your system when you click on "Get It Now", or download the Java Software manually.

For more information about the Java Virtual Machine and/or how to troubleshoot issues, please see the Java Technology website.

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What is My Profile used for?

When you create a personal profile, we can generate a banking experience specific to your interests and needs. Our personalization features allow you to select the information you receive by e-mail (i.e. e-newsletters) and to track your portfolio online. Once you have created a profile, your preferences are recorded and loaded when you next visit the site.

You can select up to 10 different stock symbols and your stocks will be tracked in the portlet to the right. You can also follow your choice of market indices and customize your receipt of our e-newsletters.

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How do I personalize My Profile?

To personalize your news and information options, select either "Edit" from the information portlets on the right hand side or click on the button labeled "Sign-In" and choose "My Profile". Enter the information requested (fields marked with an asterisk must be filled in).

When you have filled in the required information and selected your personalized options, click on the "Save" button and your preferences will be stored in our database. Every time you log on to the site, the information you have selected will immediately display. A cookie stored on your computer will remember your login information (as long as you are logging on from the same computer) and your preferences will automatically appear. If you login from a different machine or have deleted your cookies you only need to login again to retrieve your profile.

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What if I've forgotten my password?

When you personalize you will be asked to provide a password reminder in the form of a question. If you forget your password we will ask you the question you provided and if your answer matches the one you provided when you registered, we will log you into the system and send your password to the e-mail address you entered when you registered your profile.

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How do I change my password or personalization settings?

Choose the 'sign-in' button from the top left hand side and choose 'My Profile'. Login using your existing username and password, then make the required changes to your profile. Once done, save your changes and your new information will be displayed.

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How can I contact technical support?

Please contact us using our online Technical Support form. For general enquiries please contact us at 1-800-563-3300.

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