troubleshooting

Logging on to Bankwest Online Banking (BOB)

• I am getting error messages while attempting to log on to BOB

  Error message: "Your logon attempt was unsuccessful. Please try again."

  This message means you have entered in your Personal Access Number (PAN Number) and/or Secure Code incorrectly.

  Please double check your PAN and Secure Code details before trying again.

  Tip: Check if the CAPS LOCK key is turned on, and if you do not need it enabled please turn it off before trying to log in again.

  Error message: “Access is denied. Please contact Bankwest Support."
  After a few unsuccessful attempts to log in, your online banking account will be locked out. We do this to protect you from attempted unauthorised access to your BOB account.

  Not to worry though, this lockout isn’t permanent. Call us on 1300 440 749 and one of our friendly staff will be able to reset your secure code and assist you with logging on.

  Error message: "Your browser must be set to allow cookies in order to use Internet Banking."

  Oops! Looks like your browser settings do not have the correct options enabled in order to log onto Bankwest Online Banking. Browser cookies are what we use for authenticating your BOB login details so you need to have them enabled in order to successfully log in. To enable cookies please complete the step by step instructions outlined on our accessibility page.

• Nothing happens when I enter my PAN and secure code

  This generally happens when your computer has corrupted cookies or temporary internet files. To clear these please follow the step by step instructions outlined below in ‘General computer FAQ’

• How do I stop my PAN and secure code from displaying automatically?

  Internet Explorer

  1. start Internet Explorer
  2. click on the Tools button
  3. select Internet Options
  4. select Content tab
  5. in the AutoComplete section click on the Setting button
  6. un-tick Ask me Before Saving Passwords and click OK (for IE7, un-tick Prompt Me To Save Passwords and click OK)
  7. click on the General tab and click Delete button under Browser History
  8. select Form data and Passwords and click Delete (For IE7, click Delete Forms and Delete Passwords then Close)
  9. click OK
  10. restart Internet Explorer before attempting to log on

  Mozilla Firefox

  1. start Mozilla Firefox
  2. go to Firefox preferences as follows:
     • Macintosh: Firefox > Preferences
     • Windows: Tools > Options
  3. click the Security icon
  4. un-tick Remember passwords for sites
  5. to clear any saved usernames and passwords, click Show Passwords or Saved Passwords
  6. select the site and username to remove and click Remove, or click Remove All to clear all saved usernames in Firefox, then click Close
  7. to quit Preferences/Options:
     • On Macintosh, click the Close button
     • On Windows, click OK

• Nothing happens when I click the GO button in the log on box on the front page

  Some new computers and browsers have inbuilt pop-up blockers to prevent advertising material and spam messages from automatically popping up. These can sometimes also block legitimate pop-ups such as Bankwest Online Banking pop-up.

  To enable pop-ups from Bankwest and be able to log into BOB, you may need to complete the following steps:

  Internet Explorer

  1. start Internet Explorer
  2. select Tools
  3. select Pop up Blocker then Pop up Blocker Settings
  4. Type the address (or URL) of the site in the Address of Website to allow box, i.e. type in: *www.bankwest.com.au then click Add followed by Close
  5. restart Internet Explorer before attempting to log on

  Mozilla Firefox:

  1. start Firefox
  2. click the Firefox button and then click Options
  3. click the Content tab
  4. click the Exceptions button on the Block pop-up windows line
  5. enter the full URL of Bankwest site i.e. *www.bankwest.com.au" and click Allow button to add that site to your exceptions list
  6. click Close to exit preferences

Encountering issues in online banking

• My eStatements are not downloading correctly, what can I do?

  To view eStatements, you will need to have Adobe Reader installed on your pc. This software comes pre-installed on most computers these days, however if you do not have it installed you can download a free copy from Adobe Website.

  If you already have a copy of Adobe Reader and are still experiencing issues, the problem may be due to the version and settings of Adobe Reader that you have installed. In order to have eStatements working correctly with Adobe Reader, you will need to disable Protected mode.

  To complete this please complete the following:

  1. click on the windows Start button
  2. locate Adobe Reader in your programs list and click on Adobe Reader to launch the application
  3. once application is loaded select Edit menu followed by Preferences
  4. select the General tab and untick the Enable Protected Mode at startup option. If you are still encountering issues, we suggest trying a different browser. For recommended Operating system/browser combinations please refer to our supported browsers.

• I am receiving an error message while trying to complete an online transfer

  If you are receiving an error message during the payment process this could mean that you have not completed one of the required fields, or have used non alphanumeric characters in the payment description or narration. Please amend these and try the payment again.

  If you are still having issues our friendly staff available on 1300 440 749 will be glad to assist.

• I am unable to print my transactions or eStatements

  We are aware that printing using some versions of Google Chrome (v13-v17) can be problematic. As this issue appears to have been resolved in version 18 onwards, we suggest upgrading to the latest version of the browser or using an alternative such as Internet Explorer. Please refer to our list of supported browsers and operating systems if you are not sure what browsers are recommended for best viewing on the Bankwest website and online banking.

Applying for an account online

• Are you experiencing issues completing an online application?

  If you are experiencing technical issues while completing an online application, we suggest attempting to use a different internet browser If you are still experiencing issues with one of our recommended browsers, please clear your internet files and cookies using the instructions in the steps outlined in the general PC FAQ.

• Occupation field is not recognising my inputs

  We are aware of some browsers intermittently not pre-populating the occupation field and suggest attempting to use a different internet browser to overcome this issue. If you are still experiencing issues with one of our recommended browsers, please clear your internet files and cookies using the instructions in the steps outlined in the general PC FAQ.

General computer FAQ

• How do I clear my corrupted internet files and cookies?

  Internet Explorer 8 or later:

  1. start Internet Explorer
  2. click the Safety menu in the upper right corner, click Delete Browsing History..
  3. un-tick Preserve Favorites website data, and select Temporary Internet files, Cookies, and History
  4. click Delete

  Mozilla Firefox

  1. start Mozilla Firefox
  2. From the Tools menu, select Clear Recent History
  3. From the Time range to clear: drop-down menu, select the desired range; to clear your entire cache, select Everything
  4. Click the down arrow next to Details to choose what history elements to clear (e.g., check Cookies to clear cookies). Click Clear Now

• How do I turn on JavaScipt?

  In order to log into Bankwest Online Banking (BOB) you will need to have Javascript enabled on your internet browser.

  To complete this please follow the steps outlined on our accessibility page.

  Please note: You must close your browser completely, and then re-open your browser before these changes will take effect.

• How do I enable cookies on my browser?

  To enable cookies please find your browser from the list below and follow the step by step instructions found on the accessibility page.

• How do I find out what operating system and browser I am using?

  If you are not sure what version of operating system and browser you are using, please visit This Machine info website.

• How do I restore my browser default settings?

  To restart your browser to its original default state, please complete steps relevant to your browser as outlined below.

  Internet Explorer 6

  1. select Tools from the toolbar
  2. select Internet Options
  3. select the Security tab and select Default level to all four web content zones, and then click the Apply button
  4. select the Privacy tab and select the Default button (Medium level), then click the Apply button
  5. select the Advanced Tab and select the Restore defaults button
  6. select the Content tab and select the AutoComplete button (web address should be selected but the Forms, Usernames and Passwords options should not be selected)
  7. select Clear Forms then select Clear Passwords
  8. click the Ok button to close the Auto Complete options

  Note: You must close Internet Explorer completely, and then re-open Internet Explorer before these changes to your browser take effect.

  Internet Explorer 7

  1. select Tools from the toolbar
  2. select Internet Options
  3. select the Security tab and select Reset all zones to default level, then select the Apply button
  4. select the Privacy tab and select the Default button, then click the Apply button
  5. select the Content tab and select the Setting button in the AutoComplete section (web address should be selected but the Forms, Usernames and Passwords options should not be selected)
  6. select Clear Forms then select Clear Passwords
  7. click the Ok button to close the AutoComplete options

  Note: You must close Internet Explorer completely, and then re-open Internet Explorer before these changes to your browser take effect.

  Firefox

  1. start Firefox
  2. click Help followed by Restart with Add-ons disabled
  3. Select Restart
  4. check all the options available
  5. click Make Changes and Restart

  Note: You must close Firefox completely, and then re-open Firefox before these changes to your browser take effect.

• Where can I download the latest version of my internet browser?

  If you are using an outdated internet browser we recommend upgrading to a newer version. To download a new version of your browser please visit the manufacturers official website or download the latest version of one the most popular browsers.

  Microsoft Internet Explorer

  Mozilla Firefox Explorer

  Safari

  Google Chrome

• Do I need to install any software to access Bankwest Online Banking?

  No additional software is needed to access BOB. However in order to log in, you will need access to a computer with an internet connection. We also strongly recommend having an up to date antivirus program installed. Visit our online security section for more information.

• My website pages 'freeze' or download very slowly

  If you continue experiencing these issues we suggest contacting your Internet Service Provider (ISP)

how can we help?

• call us on 13 17 19
• pop into any Bankwest store