Online Banking Help Index

Online Banking Help Index

GENERAL INFORMATION

TROUBLESHOOTING

Having Trouble Logging In with Login Security?

Login Security refers to preventing unauthorized access to a computer system or network. Online Banking uses several layers of technology to prevent unauthorized users from gaining access to the internal network. Online Banking's security professionals manage a sophisticated networking architecture that includes screening routers, filtering routers, and firewalls.

The Online Banking section is automatically secured/encrypted, but the rest of the Website can be accessed as either secure or unsecure. Online Banking is a term for accessing your account information over the Internet. 

What is Multifactor Authentication?
Your online security is important to us, as well as providing you easy and convenient banking tools. Your Online Banking experience includes a Login Security service to further help protect you from identity theft which is known in the online security industry as Multifactor Authentication, or MFA.

Authentication is the process used to allow access to only the correct customer. Without effective authentication controls, it is possible for fraudulent users to access your account. We authenticate customers by issuing challenges that only the true customer should be able to pass.

Multifactor Authentication means that two or more different types (or factors) of authentication must be passed. By using two different factors of authentication, we get a higher assurance that the customer is the intended user. MFA is commonly used to protect transactions at ATMs, where your card is something you have, and your PIN code is something you know.

For your convenience, after you successfully authenticate with your username, password and Login Security (one-time verification code), you may enroll your computer for use in authentication. If you choose to enroll your computer, a special browser cookie will be present on the system, which will act in place of your phone for something you have in your possession. 

We recommend you ensure that your browser settings and any antivirus software you have do not delete your cookies (data files) so that you are not prompted to provide Login Security (one-time verification code) every time you log into Online Banking.

Logging in from a Computer You Normally Use?
When you choose to enroll your computer as PRIVATE, a special browser cookie will be present on the system, which will act in place of your Login Security (one-time verification code.) You will only need your username and password to access your account information.

If you are still getting prompted to provide your Login Security, then please ensure that you have the following:

  • Using one of the Recommended Operating Systems for Online Banking
  • Using one of the Recommended Browsers for Online Banking
  • Browser is not set to delete cookies – Please follow the steps listed in this help index for your respective browser to determine if cookies are being deleted
  • Any antivirus software is not set to delete cookies
  • No viruses or malware on your computer
  • No usage of a proxy server or “web accelerator” by your internet service provider
  • If using a computer from work, verify that your office technical department is not automating deletion of cookies

Logging in from a Computer You DO NOT Normally Use?
When you choose to list your computer as PUBLIC, you will need to provide your username, password and you will be prompted to provide your Login Security (one-time verification code) each time you log into your account. We recommend this setting when logging in from a library or school computer.

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Password Security
To ensure security, we recommend the following: Never reveal your password**.
**Password refers to the password that you selected when you signed up for Online Banking.

IMPORTANT: Some browsers allow you to enable a function to require passwords for specific sites or certifications. In that instance, you should enter the password for the browser.

Passwords are case sensitive. Mixing uppercase and lowercase letters is recommended.

You can change your Online Banking password under "My Settings" at any time. It is recommended that you change your password every six months.

WARNING: We do not have access to your password. In the case of a forgotten password, click on the forgot password link within the Online Banking login area or contact our Customer Service to reset the password for your Online Banking.

Use the Logout link to end your Online Banking session. This will securely close out your Online Banking session and expire all the cookies that were set in your session. Do not use the back key.

IMPORTANT: If you do not exit the browser, the browser will allow you to use the back key to get back into your Online Banking session should you wish to explore another site.

The amount of time you can remain inactive before being automatically logged out of Online Banking is 10 minutes.

It is recommended that you balance your account at least once a month so that any discrepancies can be reported in a timely manner. 

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DETERMINING YOUR BROWSER VERSION
In Microsoft® Internet Explorer:

  1. Click on Help.
  2. Click on About Microsoft® Internet Explorer.

Click here to upgrade to a newer version of Internet Explorer now.

In Mozilla Firefox:

  1. At the top of the Firefox window, click the Firefox button, go over to the Help menu and select About Firefox. For Windows XP: Go to the Help menu and select About Firefox.
  2. The About Mozilla Firefox window will appear. Your version number is listed underneath the Firefox name.

Note: Opening the About Mozilla Firefox window will, by default, start an update check to see if an updated version of Firefox is available. For more information, click here.

In Google Chrome:

  1. Click the Chrome menu on the browser toolbar and select About Google Chrome.
  2. The current version number is the series of numbers beneath the "Google Chrome" heading.
  3. Chrome will check for updates when you're on this page. Click Relaunch to apply any available update.

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ABOUT COOKIES
Cookies are small text files on your system, used to keep track of settings or data for a particular site. Websites can use cookies to identify a returning user or to pass information between Web pages in a single visit.

There are two types of cookies: temporary and permanent. Temporary cookies are used and tracked by the browser to pass information and are deleted once the browser is shut down. Permanent cookies are stored on your system and can be accessed again for multiple visits. Permanent cookies usually have an expiration date and will be automatically deleted from your system at that time. Online Banking uses temporary cookies and may use permanent cookies, but never passes private information through cookies.

Online Banking uses a kind of temporary cookie known as a session cookie, a non-persistent cookie, or a pre-expired cookie. This cookie is used as part of the stringent security measures in Online Banking to make sure that each page in Online Banking is not cached or saved on your system. This means that each page must be retrieved from the Web server. This cookie is deleted when a user logs out or times out of Online Banking or if the browser window is closed and ensures that another user on the same computer cannot access the previous user's Online Banking session or information.

During Login Security (one-time verification code), Online Banking may place a secure permanent cookie on your computer. This secure cookie is unique, and when used in combination with your login information, creates a unique way to identify you to the system. For every login attempt after you add extra security to a computer, this secure cookie is validated along with the login identification you normally enter. This secure cookie is only used to validate your identity and does not contain any personal information.

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ABOUT JAVASCRIPT™
JavaScript is a widely accepted, simple programming language that allows a Website to be more interactive. Websites can use JavaScript to perform many actions such has calculations, displaying dynamic navigation, and rotating through banner images. By using JavaScript, Websites can be proactive by making a better Internet experience.
 

An example use of JavaScript in Online Banking is form validation. Validation is simply enforcing certain rules on different fields. When presented with a phone number field, JavaScript can alert the user if the phone number format is incorrect or if a value in the field is not a number. This allows the form to be filled out and submitted correctly the first time.
 

If JavaScript is not enabled, some or all of the Online Banking features may not work. In most browsers, JavaScript is enabled through the adjustment in security settings. Please refer to the specific section for your browser by clicking on the link located in the index at the top of the page.

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ABOUT SSL
Before initiating your Online Banking, we first require that a "secure session" is established using Secure Socket Layer (SSL) encryption. This is a process where the information between our server and your browser is encrypted or scrambled so it cannot be read by unauthorized parties.

A general indicator that you have entered a secure session is when the URL (Web page address) in the address bar starts with "https" (note the "s" at the end) rather than "http", your session is secure.

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ABOUT DISPLAY SIZE
The content of a Website is created to be best viewed in a range of display sizes or screen resolutions. The display size maximum is determined by your monitor's maximum display area (by maximizing your browser window) and the display size minimum is user controlled by resizing the window to be smaller than the maximum area allowed.

By viewing a Website at or above the recommended display size or screen resolution, all the Website content can be seen without scrolling left to right. Each Website will vary with their recommended display size or screen resolution, but the most recommended browser display size is 1024 width by 768 height (1024 x 768).

Your monitor's display size, sometimes referred to as the desktop area, is a setting controlled by your Operating System. Please refer to your Operating System documentation on how to determine and change your display size.

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ABOUT ADOBE READER
Adobe Reader is a free browser plug-in that can read certain document file types known as PDF (portable document format). Having this plug-in allows you to read a PDF file from your browser window rather than having to open the Adobe Acrobat program to read the file. If you need Adobe Reader, click here and follow the directions on Adobe's Website.

Online Banking most commonly uses PDF files for Online Statements and check images.

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RECOMMENDED BROWSERS FOR ONLINE BANKING

Note regarding Browser Settings

Online Banking products and features are designed to work with the default settings supplied by each browser. There are a few instances where the default settings supplied by a browser will cause issues with usability of various websites, including Online Banking.

For instance, by default, Safari blocks all thirdparty cookies from being accepted. This setting will cause parts of Online Banking, including FinanceWorks, Bill Pay and other thirdparty services to function incorrectly. If you experience any issues accessing these parts of Online Banking using Safari, please verify your cookie settings by going to Safari > Preferences or by hitting , (Command key plus the comma key) and looking at the Privacy tab. The option for Block cookies should be set to “Always allow.”

Please note not all browsers behave in the same way nor have the same default settings. Browsers have in the past and likely will again in the future change their defaults for a variety of reasons. We will continue to develop our products based on a base level of defaults and secure functionality. We cannot guarantee all defaults will work all the time, especially when considering the unpredictable changes some browser updates introduce.

Recommended Browsers

  • Microsoft Internet Explorer
  • Mozilla Firefox
  • Safari

The following browser settings and plug-ins are required to properly access Online Banking:

  • Cookies Enabled (first-party and third-party)
  • JavaScript Enabled
  • Minimum Screen Resolution 1024 x 768 pixels
  • PDF Reader Compatible
  • Adobe Flash Payer Latest version

Our site is optimized for use with certified/recommended browsers. If you use a different browser, you may not be able to take full advantage of all the features of the site. NOTE: At this time Google Chrome is a supported browser, not a recommended browser. In addition, if America Online (AOL) is embedded within a certified browser, it is also considered to be supported. Otherwise, AOL is no longer a recommended or supported browser and has not been tested as thoroughly as a recommended browser.

Be sure to select a recommended or supported version when downloading at the following locations:

Microsoft© Internet Explorer Download:
http://www.microsoft.com/windows/ie/default.asp

Mozilla Firefox Download:
http://www.mozilla.org/products/firefox/

Safari Download:
https://support.apple.com/downloads/safari

Google Chrome Download:

www.google.com/intl/en/chrome/browser/

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Internet Explorer 11 Settings

Browser Settings

Cookies
 If you are using Internet Explorer 11, you may be deleting your cookies automatically and will need to change that setting in order to more easily access Online Banking (skip entering the verification code).

  1. To properly access Online Banking solutions you will need to enable first-party and third-party cookies.
  2. Open your browser, click on TOOLS (also known as Gear icon).
  3. Select INTERNET OPTIONS.
  4. In the GENERAL tab, under the heading Browsing history, uncheck the 'Delete browsing history on exit' checkbox.
  5. Click on the PRIVACY tab.
    1. Click the "Advanced" button.
    2. Put a check mark next to "Override Automatic Cookie Handling."
    3. Accept "First-party Cookies" and "Third-party Cookies."
    4. Put a check mark next to "Always Allow Session Cookies".
  6. Click the OK button.

Security

  1. Open your browser, click on TOOLS (also known as Gear icon).
  2. Select INTERNET OPTIONS.
  3. Click on the SECURITY tab.
    1. Set the Security Level for the Internet Zone to Medium-high. (If slider bar is not available, click on the button "Default Level".)
    2. Click the OK button.
  4. Click on the PRIVACY tab.
    1. Set the Privacy Setting to MEDIUM. (If slider bar is not available, click on the button “Default”.)
    2. Click on the "Advanced" button.
    3. Put a check mark next to "Override Automatic Cookie Handling."
    4. Under First-party Cookies make sure the radio button is set to ACCEPT.
    5. Under Third-party Cookies make sure the radio button is set to ACCEPT.
    6. Put a check mark next to "Always Allow Session Cookies."
    7. Click the OK button.
  5. Click on the ADVANCED tab.
    1. Under the Security section, make sure the checkbox for "Do not save encrypted pages to disk" is blank.
    2. Under the Security section, only check "Use SSL 3.0" and “Use TLS 1.0”.
    3. Note: If you are still unable to connect to the Online Banking site after ensuring that SSL 3.0 and TLS 1.0 are checked, uncheck the "Use TLS 1.2" box to see if that addresses the issue. Checking or unchecking any of the other SSL or TLS boxes will not have any effect with troubleshooting Online Banking, and doing so may affect the ability to successfully access other sites, so please do not touch anything other than the above referred boxes.
  6. Click on OK until exited completely from options.
  7. Then close all browser windows (resets the IE browser settings) and start up the browser again.

Deleting All Temporary Internet Files: WARNING! MFA Impact - Doing this will cause you to be challenged at log in on an authorized computer.

  1. Open your browser, click on TOOLS (also known as Gear icon).
  2. Select INTERNET OPTIONS.
  3. Click the GENERAL tab.
  4. Under Browsing history, click the "Delete..." button.
  5. In the Delete Browsing History pop-up window, put a check mark next to Temporary Internet files. You may decide whether to put a check mark in all other boxes in this window.
  6. Click on the "Delete" button at the bottom of the pop-up window.
  7. Click on OK until exited completely from options.

Deleting Cookies Only: WARNING! MFA Impact - Doing this will cause you to be challenged at log in on an authorized computer.

  1. Open your browser, click on TOOLS (also known as Gear icon).
  2. Select INTERNET OPTIONS.
  3. Click the GENERAL tab.
  4. Under Browsing history, click the "Delete..." button.
  5. In the Delete Browsing History pop-up window, put a check mark next to Cookies. Uncheck all other boxes in this window, with the possible exception of "Preserve Favorites website data."
  6. Click on the "Delete" button at bottom of pop-up window.
  7. Click on OK until exited completely from options.

Other possible settings

Under Options -> Advanced, the following settings might alleviate loading issues. Make sure these are checked on. This will enable IE to display content more effectively.

  • "Use software rendering instead of GPU rendering"
  • "Enable native XMLHTTP support"
  • "Enable DOM Storage"
     

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Mozilla Firefox Settings

Browser Settings:

  1. Click the menu button (looks like three stacked horizontal lines) in the upper right corner and choose Options.
  2. Select the Privacy panel.
    1. In the History section, if the "Firefox will" dropdown option is "Never remember history," cookies will be deleted from the browser upon browser close; if you are experiencing trouble with the MFA cookie, you can change the option to "Remember history" so that the cookie remains between sessions.
    2. Set the "Firefox will" dropdown option to "Use customer settings for history." Ensure that "Accept cookies from sites" is selected, "Accept third-party cookies" is set to "Always" and the "Keep until" dropdown option value is "they expire."
  3. On the Settings Page, select the "Content" icon/tab.
    1. Uncheck the box for "Block pop-up windows."
    2. Or if you choose to have it checked(ON), be sure to add www.gatecitybank.com to the list of Allowed Sites under Exceptions.

Deleting the Cache: (a.k.a. Temporary Internet Files)

  1. Click the menu button (looks like three stacked horizontal lines) in the upper right corner and choose Options.
  2. Select the "Advanced" panel.
  3. Click on the "Network" tab.
  4. In the "Cached Web Content" section, click "Clear Now."
  5. Close the about:preferences page. Any changes you've made will automatically be saved.

Deleting Cookies Only:

  1. Click the menu button (looks like three stacked horizontal lines) in the upper right corner, choose "History" and then "Clear Resent History."
  2. Set "Time range to clear" to "Everything."  
  3. Click on the arrow next to "Details" to expand the list of history items.
  4. Select "Cookies" and make sure that other items you want to keep are not selected.
  5. Click "Clear Now" to clear the cookies and close the Clear Recent History window.

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Safari 9 Settings

Browser Settings:

  1. Open the Preferences window by choosing Safari > Preferences or hit the Command key plus the comma key.
  2. Within the window, select the "Security" icon on the top row and ensure that the following is true:
    1. Checked: "Enable plug-ins"
    2. Checked: "Enabled JavaScript"
    3. Unchecked: "Block pop-up windows"
  3. Within the window, select the "Privacy" icon on the top row and under the cookies option make sure “Always allow” is selected.

Deleting Cache and Cookies:

  1. Choose Safari > Preferences.
  2. Click on the Privacy tab.
  3. Click the button “Remove All Website Data…” and then click “Remove.”

iPad Browser Settings:

  1. Go to the settings icon and scroll to Safari.
  2. Ensure that the following is true:
    1. Checked: "Enable plug-ins."
    2. "Block pop-up windows" is off.
    3. Cookies: Select “Always allow.”
    4. JavaScript is on.

iPad Deleting Cache and Cookies:

  1. Locate the "Clear history and website data" section. 
  2. Click "Clear."

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Google Chrome Settings

Opening the Settings Page:
You can open the Settings page by clicking on the icon with three stacked horizontal lines to the right of the address bar; this will open up a dropdown menu. Click on "Settings" located to the bottom of the menu. Users can also type chrome://chrome/settings/ into the address bar to locate the page, and Mac OS X users can also open the Settings page by choosing Chrome > Preferences or hit the Command key plus the comma key.

Browser Settings:

      1. Open the Settings page (directions above).
      2. Locate the “Privacy” section and choose “Content Settings…”
        1. Note – Most users will not see this setting until they expose advanced settings; scroll to the bottom of the page, and if there is a link that says “Show advanced settings…,” click on it.
      3. In the “Content settings” overlay ensure that the following options are set:
        1. Cookies: "Allow local data to be set (recommended)" is selected.
        2. Cookies: The option for “Block third-party cookies and site data” is unchecked.
        3. JavaScript: "Allow all sites to run JavaScript (recommended)" is selected.
        4. Pop-ups: "Allow all sites to show pop-ups" is selected. 
          1. Note: If you do not want to enable pop-ups for all sites, click on the “Manage exceptions…” button to open up a “Pop-up exceptions” overlay; type the URL of the Online Banking domain: https://www.gatecitybank.com and set the Behavior to "Allow."

Security:

      1. Open the Settings page (directions above).
      2. Locate the “HTTPS/SSL” section and and choose “Content Settings…”  
        1. Note – Most users will not see this setting until they expose advanced settings; scroll to the bottom of the page, and if there is a link that says “Show advance settings…,” click on it.
      3. Check the box next to “Check for server certificate revocation”

Deleting the Cache:

      1. Open the Settings page (directions above).
      2. In the left-hand navigation click on “History.”
      3. Click the “Clear all browsing data…” button at the top of the page; this will open up an overlay with the title “Clear browsing data.”
      4. From the “Obliterate the following items from” dropdown, choose “the beginning of time.”
      5. Ensure that "Empty the cache" is checked and uncheck all other items.
      6. Click the “Clear browsing data” button.

Deleting Cookies Only:

      1. Open the Settings page (directions above).
      2. In the left-hand navigation click on “History.”
      3. Click the “Clear browsing data…” button at the top of the page; this will open up an overlay with the title “Clear browsing data.”
      4. From the “Obliterate the following items from” dropdown, choose the date range that is most appropriate; please note that this will delete all cookies for the given timeline regardless of site:
        1. Selecting "the past day" should help clear cookies related to your session.
        2. Selecting “the beginning of time” will remove all cookies in the browser.
      5. Ensure that "Delete cookies and other site and plug-in data" is checked and uncheck all other items.
      6. Click the “Clear browsing data” button.

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DOWNLOADING FILES TO FINANCIAL SOFTWARE

Importing to Quicken

      1. Click on the account name link of the account for which to download transactions.
      2. Select the desired date range.
      3. Click on the Export icon/link.
      4. Select Quicken (.qfx).
      5. Click on the Export button or click cancel to return to the account history.

To search for help with Quicken, visit the Intuit Website at http://www.intuit.com/support/.

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Importing to MS Money

  1. Click on the account name link of the account for which to download transactions.
  2. Select the desired date range.
  3. Click on the Export icon/link.
  4. Select OFX.
  5. Click on the Export button or click cancel to return to the account history.
  6. A screen will pop up. Follow the MS Money instructions.

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HOW TO ALLOW POP-UPS FOR THIS SITE
Some of the services we offer open in pop-up windows. If you find that these do not display, they are probably blocked by your Web browser, a browser toolbar, or another Internet security tool. We assure you that it is safe and secure to allow pop-ups for this site and recommend you do so to access all of our services.

Listed below are some of the most popular browsers and pop-up blockers. To enable pop-up windows for this site, please select the browser or tool you are using and follow the instructions provided.

Internet Explorer
Firefox
Safari
Google Chrome
Third-party pop-up blockers

Internet Explorer

If you have the latest updates from Microsoft on your computer, you will likely see a message appear automatically in your browser when a pop-up window is blocked (see image below).

  1. Click on the yellow bar that appears in your browser.
  2. When the menu appears, select Always Allow Pop-ups from This Site.
  3. A dialog box will appear asking you to confirm. Click Yes.
  4. The page will refresh and you can now click the link for the service that was blocked earlier.

 

If you do not see a pop-up message appear automatically in your browser, you can still allow pop-ups for our site by changing the setting through the Tools menu.

If you are using Internet Explorer:

  1. Locate and select the Tools menu.
  2. Select Pop-up Blocker.
  3. Select Pop-up Blocker settings.
  4. Enter www.gatecitybank.com in the Address of Website to allow field.
  5. Click Add.
  6. Click Close.
  7. You can now click the link for the service that was blocked earlier.

If you still do not see the service open in a pop-up window, you may have another third-party tool blocking pop-ups that you also need to modify in order to use the service (see below).

Firefox

If you are running the latest version for Firefox, you will likely see a message appear automatically in your browser when a pop-up window is blocked (see image below).

  1. Click on the yellow bar that appears in your browser.
  2. When the menu appears, select Allow pop-ups for... Our address will appear here so that you know you are allowing pop-ups for the right site.
  3. A dialog box will appear asking you to confirm. Click Yes.
  4. The page will refresh and you can now click the link for the service that was blocked earlier.

 

If you do not see a pop-up message appear automatically in your browser, you can still allow pop-ups for our site by doing the following:

  1. Go to the Tools menu and select "Options" (For Macintosh users, select "Preferences.")
  2. Click the Content tab (If on an older version, click Web Features).
  3. On the same line as the text "Block pop-up windows," click the button labeled "Exceptions." (If on an older version, click "Allowed Sites.")
  4. Enter www.gatecitybank.com in the Address of Website field.
  5. Click the "Allow" button (or the "Enable" button, depending on your version).
  6. Click the "Close" button to save the changes.
  7. Click OK to close the Options window.
  8. You can now click the link for the service that was blocked earlier.

If you still do not see the service open in a pop-up window, you may have another third-party tool blocking pop-ups t hat you also need to modify in order to use the service (see below).

Safari

For Macintosh users, in order to disable the pop-up blocker in Safari:

  1. Open the Safari menu and select the "Preferences" option.
  2. Uncheck "Block pop-up windows."

For Windows users, in order to disable the pop-up blocker in Safari:

  1. Open the "Edit" menu and select the "Preferences" option.
  2. Click on the "Security" tab.
  3. Uncheck "Block pop-up windows."

You can now click the link for the service that was blocked earlier. Once you are finished with our online services, you can turn the pop-up blocker back on if you wish to keep it active for other sites.

If the option was not checked, or if you still do not see the service open in a pop-up window, you may have another third-party tool blocking pop-ups that you also need to modify in order to use the service (see below).

Google Chrome

If you are running the latest version for Google Chrome, you will likely see a message appear automatically in your browser when a pop-up window is blocked. In order to disable the pop-up blocker in Google Chrome:

  1. You can open the Settings page by clicking on the icon with three stacked horizontal lines to the left of the address bar; this will open up a dropdown menu, and Settings will be located to the bottom of the screen.
  2. Locate the “Privacy” section and choose “Content settings…”
  3. Pop-ups: "Allow all sites to show pop-ups."

You can now click the link for the service that was blocked earlier. Once you are finished with our online services, you can turn the pop-up blocker back on if you wish to keep it active for other sites.

If the option was not checked, or if you still do not see the service open in a pop-up window, you may have another third-party tool blocking pop-ups that you also need to modify in order to use the service (see below).
 

Third-party pop-up blockers

Some of the most common pop-up blockers are listed below. Please select or view the tool you are using and follow the instructions provided.

Google Toolbar
Yahoo! Toolbar (Search for "pop-up blocker" to find instructions)
Norton Internet Security

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COMPATIBILITY TEST
Having difficulties viewing the test or not seeing the test results could be due to one or more of the following:

  1. Pop-up Blocker. If your browser uses a pop-up blocker, please disable it and click on the Test Again link. For more information regarding pop-up blockers please refer to the specific section for your browser by clicking on the link located in the index at the top of the page.
  2. JavaScript™ is disabled. If your browser has JavaScript disabled, please enable it and click on the "Test Again" link. Click here for more information about JavaScript.
  3. Alternative Browsers. Using an outdated, branded, or non-standard browser might cause test errors. Attempt to run the test on a recommended browser to see if the test can be successfully run. Click here for a list of recommended browsers.

If you are still not able to view the test, please contact our Customer Service for further help.

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ERROR MESSAGES
To show our Customer Service the exact error message that you are receiving, display the error message on your screen then press ALT+Print Screen on your computer's keyboard. This will transfer the image to your clipboard. Open your Word Processor and paste the selection. You can save this file and e-mail it to our Customer Service for support.

When experiencing an error message, try the following steps before contacting our Customer Service:

  1. Close the browser.
  2. Retry.
  3. Delete the Cache, Reload, or Refresh.

After trying this and you still continue to receive the error message, contact our Customer Service.

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UNABLE TO LOG INTO ONLINE BANKING
If you can view the other areas of our Website, but are unable to access Online Banking, it may indicate a problem accessing all secure Websites. Both your browser and Internet service provider must support secure sites. This Website is designed for Microsoft® Internet Explorer 8, 9 or 11, Mozilla Firefox, or Safari 8 or higher for Macintosh. Using other browsers may cause the Web pages to appear misaligned and prevent access to Online Banking.

IMPORTANT: It is highly recommended that the newer browsers be used to access Online Banking.

If you are using one of the browsers mentioned above and are still experiencing a problem, the problem may lie with the Internet service provider. This is particularly common with employer-based access to the Internet. Your employer may have firewalls, proxy servers, or other equipment that may prevent access to secured sites. Contact your company's Data Processing Department regarding the problem or try to access Online Banking from another location.

IMPORTANT: When reporting problems to our Customer Service, have as much information ready as possible (e.g., browser version, etc.).

Receiving the following message after logging in successfully will stop all further processing and/or access to any portion of Online Banking during this session: "Internet Account Access Session Error." Return to the login screen to start a new session. This error indicates that you did not accept one or more cookies. In order to enter the secured encrypted site you must accept the cookies. Since there are several within Online Banking, it is suggested that you disable the cookie alert within your browser while viewing account information.

IMPORTANT: If you are prompted with a dialog box that asks you to re-enter your password, (after initially entering your User ID and Online Banking password), your browser may not support JavaScript™, or JavaScript may not be enabled. An upgrade may be necessary.

If you have already upgraded your browser, the "Enable JavaScript" function may be disabled.

Enable JavaScript™

To enable JavaScript™ in Microsoft® Internet Explorer 8+:

  1. Click on TOOLS.
  2. Select INTERNET OPTIONS.
  3. Click on the SECURITY tab.
    1. Set the Security Level for the Internet Zone to MEDIUM.
    2. Click on the button marked "Custom Level"
    3. Under Java Permissions make sure the radio button is set to Medium Safety.
    4. Under Scripting of Java Applets make sure the radio button is set to ENABLE.
  4. Click on the PRIVACY tab.
    1. Set the Privacy Setting to MEDIUM.
    2. Click Apply.
  5. Click on OK until exited completely from options.

To enable JavaScript™ in Safari 8:

  1. From the menu bar, click/select the Safari menu.
  2. From the Safari menu, select "Preferences...".
  3. In the Preferences window, Click the "Security" icon/tab.
  4. In the "Web Content" section,
    1. Click (ON) the checkbox for: "Enable plug-ins"
    2. Click (ON) the checkbox for "Enable Java".
    3. Click (ON) the checkbox for "Enable JavaScript".
  5. Close the Preferences window.

To enable JavaScript™ in Mozilla Firefox:

  1. From the menu bar, click on "Tools".
  2. From the Tools menu, select "Options...".
  3. In the Options window, select the "Content" icon.
    1. Check (ON) the checkbox for "Enable Java".
    2. Check (ON) the checkbox for "Enable JavaScript".
  4. Click on OK button to close the Options window.

To enable JavaScript™ in Google Chrome:

  1. From the Tools icon (wrench) select "Options."
  2. From the Options menu select "Under the Hood."
  3. From the Privacy menu select "Content settings."
  4. JavaScript: Allow all sites to run JavaScript (recommended). 

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Internet Explorer Content Advisor

Users that have Content Advisor enabled in Internet Explorer will require some changes that need to be made in order to use Online Banking.

  1. Click on Tools.
  2. Select "Internet Options"
  3. Select the "Content" tab
  4. Select "Settings" and input the Content Supervisor password. (The password was created when Enabling the Content Advisor, if you have forgotten this password contact Microsoft)
  5. Select "Approved Sites"
  6. Copy and paste the entire login page URL: https://www.gatecitybank.com/login/
  7. Select "Always" and then click "Apply"
  8. Click "OK" to close the Window.
  9. When logging into Online Banking, you may see the following message box:
  10. Select "Yes" to continue.

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Additional Third Party Software (TPV)

Due to increased security, certain third party toolbars/software may prevent access into Online Banking. This can also include some types of pop-up blockers. In order to log into Online Banking, this software may need to be disabled or uninstalled. Please refer to the third party vendor's instructions for information on how to perform these steps.

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Spyware/Adware

Due to increased security, certain spyware/adware may also prevent access into Online Banking. In order to log into Online Banking, users must remove this type of software from their computer.

Spyware is Internet jargon for advertising supported software (Adware). It is a way for shareware authors to make money from a product, other than by selling it to the users. Adware typically reports your Internet surfing habits back to a third party site for data collection purposes. In order to protect your financial privacy, it may be necessary to install a spyware/adware search tool to determine if your computer has any of this software installed. If you determine that adware or spyware has been installed on your computer, the software will need to be removed.
 

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