Troubleshooting

Bank of Oak Ridge

Welcome to the Help Center! The Help Center is here to assist you in answering questions regarding Online Banking.

Click on a topic below for information and recommendations related to that topic.

If you do not find your answer here, please select the feedback option in the menu to the left and describe your question.

I've forgotten my Sign-On ID and/or Pass Code.
I've requested an Account to be added, but it doesn't show up in my Account Summary.
When I click on the Register of an account, the register shows no transactions.
When I sign in, I am immediately presented with an ALERT screen saying I have performed an illegal activity.
While working with the Bank of Oak Ridge Online Banking, why am I automatically signed out?
What are Cookies?
There is a transaction in my register that I don't recognize.
The information in my register doesn't appear to be up-to-date.
I've scheduled a payment or transfer and it has not been made.

1. I've forgotten my Sign-On ID and/or Pass Code.

Recommendation:

If you have forgotten your Sign-On ID or Pass Code, send a feedback message to Client Connect with your name and contact information.

2. I've requested an Account to be added, but it doesn't show up in my Account Summary.

Recommendation:

When you request an account to be added, the request is placed in a queue for verification. This verification process may take a couple of business days. If, after a couple of days have passed, the account doesn't show up in your account summary page, send a message to the Support Desk and the matter will be researched.

3. When I click on the Register of an account, the register shows no transactions.

Recommendation:

Posted transactions to your account are tracked by the system from the point of enrolling or adding the account. So, as time goes by, transactions will begin to show in your register. If you have had transactions in your register in the past, and they are no longer showing, send a message to the Support Desk, and the matter will be researched.

4. When I sign in, I am immediately presented with an ALERT screen saying I have performed an illegal activity.

Recommendation:

This is most commonly caused by your browser not being configured to accept cookies.

You should be aware that Bank of Oak Ridge Online Banking depends on cookies to verify your identity after signing in. If you've disabled cookies from within your browser, or if you are running third-party software that intercepts or deletes cookies, you will not be able to use Bank of Oak Ridge Online Banking to manage your accounts.

With Microsoft Internet Explorer, you have the option of ordering your browser to disable all cookie use, to accept all cookies, or to alert you every time a cookie is offered. Then you can decide whether to accept one or not.

If you have your cookies disabled, you will be presented with an ALERT page whenever you attempt to Sign-in to Bank of Oak Ridge Online Banking.

If you chose to be prompted every time a cookie is offered, you will get a number of dialog boxes after signing in asking whether you want to accept the cookie. If you answer yes to these dialog boxes, you will be allowed to use the system. If you answer no to any of these dialog boxes, you will be presented with the ALERT page.

5. While working with the Bank of Oak Ridge Online Banking, why am I automatically signed out?

Recommendation:

For your security, Bank of Oak Ridge Online Banking will automatically sign you out if you have remained idle for fifteen minutes.

6. What are Cookies?

Recommendation:

During your use of the Online Banking system, we will pass a "cookie" to your browser for identifying you during the session. We do not (and cannot) use our cookies to obtain new information about you.

A "cookie" is security data that is given to a browser by a web server that is returned by the browser on subsequent transmissions to identify the user and encryption information. When you log onto the system, this cookie enables us to process multiple transactions during the session without you having to provide your User ID and password for each individual transaction. When you log off, or after ten minutes, the cookie is no longer accepted and must be renewed by requiring the password to be re-entered. A new cookie is used for each session.

7. There is a transaction in my register that I don't recognize.

Recommendation:

If there is a transaction in your register that you don't recall making or creating, send a message to the Support Desk, specifying the transaction information, and the issue will be researched.

8. The information in my register doesn't appear to be up-to-date.

Recommendation:

Bank of Oak Ridge Online Banking is updated each morning with posted transactions from the night before. Transactions made on weekends and holidays will not post to your account until the next business day.

If you feel that an item has cleared but is not showing in your register, send a message to the Support Desk, specifying the transaction information, and the issue will be researched.

9. I've scheduled a payment or transfer and it has not been made.

Recommendation:

If your payee has not posted the payment to your account within a few days of receiving it, send a message to Client Connect to inquire about the status of the payment.

Be sure to provide the item's reference number (the reference number is displayed on the Register screen under the "Num" column). The payment/transfer will then be traced and a status response will be sent to you.