When calling in an issue or sending a Secure Support email, please have the answers to the following questions.
- What area of the system did the problem occur in? For example: Internet Banking - transfer confirmation page, Bill Payment - schedule payment page.
- Has this feature or function worked in the past?
- When did the problem start happening?
- Go to http://www.thismachine.info/ to answer
- What operating system did this problem occur on? (PC/Windows 98, Macintosh, etc.)
- What browser version is being used? For example: Netscape 4.7, IE 5.5
- What is your IP address.
- Exactly what steps were performed that lead to the problem?
- What is the specific error message?
- What was the connection to the Internet? Dial-up? T-1? Mobile?
- What screen/page is the error message being displayed on?
- Is the problem intermittent? Does it happens all the time or just occasionally?