Can not sign into bank website

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tazangel52

Member
Ok, I am stumped! I have an issue when trying to sign in to my bank website. I can sign in to the app on my phone, but I am unable to sign in to the bank website via any browser(I have cleared out cookies and cache) on my laptop, my tablet, or my phone. I spent an hour talking with two different people at my bank to see if they could help me. in the end they said it must be my system. I even disabled my antivirus for a few minutes to try that. It did not help. This is very frustrating! Any assistance would be greatly appreciated. Thanks so much!
 
johnb35

johnb35

Administrator
Staff member
We really can't help without knowing if you were getting any error messages or anything else. What operating system are you using? Are all windows updates installed? Have you ran malwarebytes to scan for any malware? Most antivirus programs won't scan for regular malware.
 
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tazangel52

Member
johnb35 said:
We really can't help without knowing if you were getting any error messages or anything else. What operating system are you using? Are all windows updates installed? Have you ran malwarebytes to scan for any malware? Most antivirus programs won't scan for regular malware.
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I am not getting any error messages. I am using Windows 11. All my windows updates are installed. I did run Malwarebytes and have no malware.
 
johnb35

johnb35

Administrator
Staff member
Does it say the password is wrong? You might want to try resetting password. For 2 browsers to be going it then something with the password most likely.
 
C

Couriant

Member
If you are on your home network on the phone, try disabling WiFi on the phone so you are using the cell data and see if you get the same issue. (Providing cell and home internet are not the same provider). If you can sign in, then chances are your home ISP or modem/router is the cause.
 
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tazangel52

Member
johnb35 said:
Does it say the password is wrong? You might want to try resetting password. For 2 browsers to be going it then something with the password most likely.
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it does not tell me the password is wrong , it just keeps going back to another sign on page. when I tried resetting my password i had to fill in my user name(which was correct) the last four digits of my ss (which was correct) and the bank account #(which was correct) but then it told one of those were not correct, which is untrue. I entered them all in correctly.
 
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tazangel52

Member
Couriant said:
If you are on your home network on the phone, try disabling WiFi on the phone so you are using the cell data and see if you get the same issue. (Providing cell and home internet are not the same provider). If you can sign in, then chances are your home ISP or modem/router is the cause.
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I tried that it on my phone after disabling the wifi and it still had the same issue. I can only sign in via my phone on the app, not the website
 
johnb35

johnb35

Administrator
Staff member
I just noticed that I replied to your other thread. If its not your internet connection then not sure whats going on. If you are having issues with other websites then its probably connected somehow. Have you tried resetting modem/router? You might need a tech guy come out and diagnose it for you.
 
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tazangel52

Member
johnb35 said:
I just noticed that I replied to your other thread. If its not your internet connection then not sure whats going on. If you are having issues with other websites then its probably connected somehow. Have you tried resetting modem/router? You might need a tech guy come out and diagnose it for you.
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I do not have any issues with other websites, only the website to my bank. the reason I know its not a wifi issue is because I tried turning off the wifi on phone(it is the same wifi for the house) and I still could not sign into the bank website via my phone cellular
 
johnb35

johnb35

Administrator
Staff member
If you can sign into it with your banking app on your phone but not a web browser on your pc or phone then you need to contact your bank, something is up. Either way we can't help. Sorry.
 
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Couriant

Member
Falling short of using a different computer and clearing cache, my bet would be on the bank's side too. At least you can access your details on the app, which is a plus.
 
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