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Browser
Support
Digital Certificates & Secure
Socket Layer (SSL)
Cookies
Electronic Mail
Connection to UmbrellaBank
(ISPs & Firewalls
/ Proxy Servers)
Accessing Your Account: UserIDs, Passwords,
and Account Lock-Outs
Browser Support
What
browsers does UmbrellaBank support?
To access UmbrellaBank
Online Banking, we recommend the use of one of the
following secured browsers, which support 128-bit encryption:
Operating System |
Microsoft® Internet
Explorer (IE) Browsers |
AOL® Browsers |
Macintosh®
Browsers |
Firefox® Browser |
Camino® Browser |
Windows 2000 |
6.0, 6.0 SP1* |
8.0, 9.0 SE |
|
1.0, 1.5, 2.0 |
|
Windows XP SP2 |
7.0, 6.0, 6.0 SP1 |
8.0, 9.0 SE |
|
1.0, 1.5, 2.0 |
|
Windows Vista |
7.0 |
9.0 SE |
|
2.0 |
|
Mac OS X 10.2 |
|
AOL for
Mac OS X |
N/A |
|
1.0 |
Mac OS X 10.3 (Panther®) |
|
AOL for
Mac OS X |
Safari™ 1.2x,
1.3 |
1.0, 1.5, 2.0 |
1.0 |
Mac OS X 10.4 (Tiger™) |
|
AOL for
Mac OS X |
Safari 2.0** |
1.0, 1.5, 2.0 |
1.0 |
Secure browsers employ Secure Sockets Layer (SSL)
technology to communicate with servers. This technology
encrypts - or scrambles - your account information
so it's virtually impossible for anyone other than
UmbrellaBank to read it.
If your browser does not have 128-bit encryption,
the Online Banking System login screen will not be
displayed. An error screen will appear instead, telling
you to upgrade your browser.
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Digital
Certificates & Secure
Sockets Layer (SSL)
What
is a certificate?
A Digital Identification Certificate
is a randomly generated set of characters that our
server sends to your browser. We acquired this certificate
from a trusted third party, Thawte Consultin, who
is a leader in digital authentication products and
services. Using today's strongest cryptographic techniques,
Digital IDs provide a trusted means of verifying
the identity of each party in an electronic transmission.
When our server sends out the Certificate to your
browser, your browser stores it and references it
to the URL that sent it. If, on a future connection
to our site, your browser detects any change in the
certificate, or no certificate at all, you will be
warned of the security risk and the connection will
not take place.
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What
is a Secure Socket Layer (SSL)?
Secure Socket Layer (SSL) is a protocol (i.e. type
of technology) designed to provide secure communications
on the Internet. SSL is widely used across the Internet
because it provides a number of important security
features:
- It confirms
that you are connected to UmbrellaBank. SSL authenticates
that you are actually communicating with UmbrellaBank,
and not a third party trying to intercept the
transaction.
- It ensures
that the data message between you and UmbrellaBank
is encrypted, which creates a secure communication
channel for you to conduct your banking activities.
- It conducts a cryptographic word
count to ensure data integrity between you and
UmbrellaBank. The word count or checksum provides
a count of the number of bytes in a document and
ensures the exact number of bytes is transmitted
and received. With SSL, even this checksum is encrypted
so it cannot be modified. If a message is not received
in its entirety, it is rejected and another copy
of the message is sent automatically.
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How
do I know my browser supports Secure Socket Layer
(SSL)?
The versions of Internet browsers that are compatible
with UmbrellaBank support SSL at 128 bit levels. These
browsers give an indication that a secure page has
been loaded. For example, the "broken key" image
in the bottom left hand corner of Netscape Navigator® screens
becomes highlighted and the broken halves of the key
connect when SSL is enabled. Microsoft® Internet
Explorer shows a padlock image in the lower right hand
corner when a secure page is accessed. Use this Link to
download or review Compatible and Approved Browsers.
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What
is 128-bit encryption?
Using 128-bit encryption means there
are 2128 (try it on your calculator) possible keys
that could fit into the lock that holds your account
information, but only one that works for each Internet
Online Banking session. Use this link to find our more
about UmbrellaBank's Security.
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How
do I download a 128-bit browser?
Use this link to
download or review Compatible and Approved Browsers.
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I
can get to UmbrellaBank, but I can't get to the Login
screen?
If you are unable to access the Login
screen, this may be due to transient conditions on
the Internet or with your Internet Service Provider
(AOL, CompuServe, Prodigy, etc.). Your problem may
also be attributed to using a browser that does not
support 128-bit SSL encryption. Use this Link to
download or review Compatible and Approved Browsers.
If you are trying to connect from
behind a firewall, such as when you are accessing our
site from work, your server may not have an SSL compliant
security proxy, which may result in your inability
to receive secure or encrypted documents. If you are
at work, contact your network administrator for more
information.
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I
tried to download/upgrade my browser, but it still
won't let me access your site. What do I do?
If you are trying to connect from behind a firewall,
such as when you are accessing our site from work,
your server may not have an SSL compliant security
proxy, which may result in your inability to receive
secure or encrypted documents. If you are at work,
contact your network administrator for more information.
If you are trying to download and install an upgrade
for your browser from home, you need to contact your
Internet Service Provider (ISP) for assistance.
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How
can I tell when my connection is secure (i.e. encrypted)?
When a session
is encrypted, the "key
icon" in the bottom corner of your browser becomes
solid or visible. If the key icon appears broken, or
does not appear at all, encryption is not in use and
the current session is not secure.
To confirm that your
information is encrypted, perform the following steps:
- Place your cursor
in the frame you want to check.
- If you have
a Netscape® browser,
right-click, select 'View Frame Info' or select
'View' | 'Page Frame Info' from the browser menu
bar. For Macintosh users, Ctrl-click, select
'New Window with this Frame' OR select 'View'
| 'Page Info' from the browser menu bar.
- If you have an Internet Explorer
browser, right-click, select 'Properties.'
For Macintosh users, Ctrl-click, select 'Open Page
in New Window.'
Check the web address that you have
accessed. If you are in a secure area, the address
will appear as https://www. Notice
the "s" in the address. This means that you
have accessed a secure server.
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Why
doesn't the padlock on my browser appear locked?
Rest assured,
your account information, user name, password, application
and other sensitive information is being encrypted.
An encrypted item is scrambled so that no one between
your computer and UmbrellaBank can read the
message or the information you entered.
The reason the padlock icon provided on your browser
may not appear locked (symbolizing an encrypted session)
is because our web site uses multiple frames to display
information on your computer. The graphical header
and navigation bar across the top of your screen is
one frame. The selections that appear on the left are
another frame. The main portion of the site appears
in the remaining frame. Frames that display general
information about the site, such as the navigation
bar across the top of your screen, are not encrypted.
However, any screen that displays or requests information
about your account, user name, password, application
and other sensitive information is encrypted.
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Cookies
What
is a "cookie?"
A "cookie" is a small piece of information
sent and stored on a web browser by a web server, so
that the browser can read it during a user's subsequent
visits to a particular website. UmbrellaBank uses cookies
for administrative purposes, such as in places where
you need to register or where you are able to customize
the information you see. For example, when you first
visit UmbrellaBank, we send a cookie with a unique
ID number. Based on this number, we can identify you
on your next visit and automatically retrieve information
for you, such as your email address, so you don't have
to re-enter it. The information stored on a cookie
is extremely small and should not noticeably affect
either your system's storage capacity, or its performance.
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Why
is it telling me my browser is set up to "Not
Accept Cookies?"
Your browser is set to refuse cookies. In order to
logon to UmbrellaBank, you will need to reset the option
in your browser to accept them. The following steps
will tell you how.
Netscape® Communicator
4 |
Internet
Explorer 4 |
- Click
on "Edit" and drag down
to "Preferences."
- Click
on the "Advanced" option
on the left.
- Under
the "Cookies" option, make
sure the bullet for "Disable
Cookies" is not checked.
- Select
either of the following options: "Accept
all cookies" or "Accept
only cookies that get sent back to
the originating server."
- Click "OK"
- Click "Reload"
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- Click
on "View" and select "Internet
Options"
- Click
on "Advanced"
- Scroll
down to the Security Heading
- Under
Cookies, select either "Always
accept cookies" or "Prompt
before accepting cookies"
- Click "OK"
- Click
on "Refresh"
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Why
do I need to "enable cookies?"
In order for UmbrellaBank to customize its products
and services to your financial needs, we need to
know who you are at all times. "Cookies" also
allow us to provide more security and customize our
site to your needs and interests.
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How
do I get a cookie?
Most of you will get UmbrellaBank's
cookies without even noticing it. Some of you, however,
may need to modify your settings to accept a cookie.
There are two reasons why you might
not be able to accept an UmbrellaBank cookie (or
any cookie for that matter):
- Your browser
is set to refuse cookies. This can easily be
changed by adjusting your settings.
- Your computer
is accessing the Internet through a network
with a firewall in place, which prevents you
from accepting cookies. If this is the case,
you will need to speak with your network administrator.
Some browsers
are not capable of dealing with cookies. If your
ISP allows it, we recommend using Microsoft® Internet Explorer 4.0 (or higher),
Netscape Navigator® 4.06 (or higher), or AOL
4.0 (or higher). Use this Link to
download or review Compatible and Approved Browsers.
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How
do I know if I can accept cookies?
The easiest
way to see if you can accept cookies is to try
to use one of UmbrellaBank's password protected
services. If you make it past the password page,
you have a cookie. Otherwise, we will let you know
what you can do to become "cookie
friendly".
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Can
I delete a cookie?
Yes. If, for
any reason, you decide that you want to delete
your cookie, you can do a file search for "cookie," and
you will get a list of all your cookies and their
locations.
Warning: Deleting
your cookie will erase our record of your user ID,
which will make it less convenient, and perhaps more
difficult, for you to access the information that
you have entered on the site.
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Electronic Mail Use
Is
e-mail safe?
Inquiries
sent to us through the UmbrellaBank website use
Secure Socket Layer (SSL), which allows you to
securely send encrypted e-mail data over the Internet.
However, since our e-mail response back to you
is not secure, we will not include any confidential
information (such as account numbers or personal
information) in our responses. If you need to discuss
personal or confidential information, we suggest
that you contact us via telephone at 1.866.UMBRELLA
(862-7355), via fax at 1.888.211.5304 or
via U.S. Mail. Use this link to see a complete listing
of how to Contact Us.
Once you are
logged into the Online Banking System, you can
enter our "Message Center",
select "Contact Us", and send us a secure
e-mail message. This e-mail message is not encrypted,
but is sent over a dedicated, secure line so it's
safe to include sensitive information like account
numbers.
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What
is UmbrellaBank's e-mail policy?
We send two basic types of e-mail
to our customers:
- Account
Information: We use e-mail to send account-specific
information and other legal correspondence,
such as new terms and conditions related to
your account. You cannot opt out, or choose
not to receive account driven e-mail.
- Special
Promotions: We also use e-mail to send customers
promotions and / or general account information
that we think you would find valuable. If you
prefer not to receive these special opportunity
e-mails, simply contact
us at custservice@umbrellabank.com.
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Connection
to UmbrellaBank (ISPs & Firewalls / Proxy
Servers)
What
Internet Service Providers (ISP) do I need for
Online Banking?
UmbrellaBank only requires that
your Internet Service Provider (ISP) be capable of
supporting a browser with 128-bit Secure Socket Layer
(SSL) encryption.
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What
modem speed do you recommend?
We recommend a modem that communicates
at least 28.8 Kbps. For optimal graphics and data
transmission, you should use the fastest modem your
computer and Internet Service Provider can support.
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Why
can't I access your site from work?
You may be attempting to access
the Internet from within a firewall. Your employer
may restrict your access to the Internet, and only
allow specific types of access. This is a common
security precaution at many places of employment.
You will need to contact your network administrator
if you are experiencing problems while you are at
work.
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Are
there pre-determined maintenance times for the
Online Banking System in which such services may
not be available?
Yes. The scheduled maintenance window
for the Online Banking System is on Sundays from
2:00 a.m. until 4:00 a.m. Central Time. The scheduled
maintenance window for Bill Payment services is on
Thursdays from 1:00 a.m. until 2:00 a.m. Central
Time.
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Accessing Your Account:
UserIDs, Passwords, and Account Lock-Outs
What
are your UserID requirements?
- Minimum length of 8 characters
(maximum length of 32 characters).
- Must contain at least 2 alpha
and 2 numeric characters.
- Case sensitive.
- May contain "special" characters
such as !, @, #, $, %, ^, &, ), (, *.
- UserID and Password cannot
be the same.
Avoid using an offensive ID. Avoid
using personal information as your ID. We strongly
discourage using information that is considered private
and personally identifiable.
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What
are your Password requirements?
- Minimum length of 6 characters
(maximum length of 32 characters).
- Must contain at least 1 alpha
and 1 numeric character.
- Case sensitive.
- May contain "special" characters
such as !, @, #, $, %, ^, &, ), (, *.
- UserID and Password cannot
be the same.
- Will be masked on any input
screen.
- Will be encrypted.
- User will be required to change
their Password at regular intervals.
- System generated Passwords
will be set as expired, forcing the end user
to change his/her password during the next login.
Avoid using personal information
as part of your Password. We strongly discourage
using information that is considered private and
personally identifiable.
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What
do customers see when their passwords have expired?
Customers will be presented with
a 'password has expired' page. They will be asked
to enter their old password, a new password, and
to confirm that password.
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What
happens if two customers pick the same UserID?
Because UserIDs are unique identifiers,
no two customers can claim the same UserID. In the
event you select a UserID that is assigned to another
customer, you will receive a message asking you to
select a different UserID.
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My
password doesn't work, any ideas?
There are several possibilities:
- Passwords
are case-sensitive, so make sure your Caps
Lock key is turned "off".
- Your password
may need to be reset. For security reasons,
you will be locked out of your account after
6 incorrect login attempts. This is to prevent
unauthorized users from trying to guess your
UserID and Password.
- You simply
forgot your Password.
If you are locked
out, or forgot your password, contact us at custservice@umbrellabank.com and
we will assist you.
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How
do I change my Password?
You may change
your Password as often as you like anytime after
your first successful logon to Online Banking,
but no more than once per calendar day. You may
find this option within
the Online Banking System at the "Administration" icon,
then "Change Password".
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I'm "locked-out" of
my account. Why? What should I do?
For security
purposes, after 6 incorrect password attempts,
our system will "lock-out" access
to your account. If you are locked out of your account,
or forgot your password, please contact us at custservice@umbrellabank.com and
we will assist you. This policy is intended to protect
you from hackers and other unauthorized individuals
attempting to access your account(s).
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I
don't know why, but I can't Sign On. Any ideas?
There are several possibilities:
- Your account
is disabled, or "locked-out" and
needs to be reset. Please contact us at 1.866.UMBRELLA
(862-7355) (toll free).
- Your UserID is incorrect.
- Your Password
is case-sensitive, so make sure your Caps Lock
key is turned "off".
If you need assistance, please contact
us at custservice@umbrellabank.com or
call us at 1.866.UMBRELLA (toll-free).
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Can
I use Pocket IE on a Windows CE System?
No. Microsoft® Pocket
Internet Explorer on a Windows CE System, such
as a Palm PC, is not currently supported.
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