Troubleshooting FAQ
1. Certain pages do not work. Why?
At the present time we have tested Microsoft IE 6.0 and Netscape 4.7. We are aware that certain browsers have difficulty with accessing our site. For example, Netscape 6.2.3 does not properly handle server side cookies, also known as session cookies. We are in the process of validating with other browsers and versions and will update this FAQ from time to time.
2. Secure web pages reporting, Access Not Authorized. Why?
This site requires SSL 128-Bit encryption enabled browsers. We highly recommend that you upgrade to a 128-Bit SSL encryption enabled browser to use this site.
Download the latest version of:
Microsoft Internet Explorer
FireFox
3. Do you support MAC OSX?
At this time we are aware that MAC support is not fully functioning for certain pages. These are related to pages, which use 128 Bit SSL encryption and Session-Cookies. We are anticipating to have this resolved in the near future.
4. UseMyBank only worked a few times, why is that?
This is a common problem with some of our new clients. Please contact support@usemybank.com or 1-888-259-2265 so that we can correct this problem for you.
5. I try to make a purchase but get a Login Error, how do I fix this?
A Login Error is usually the result of entering the incorrect login or password, cookies need to be deleted, or your pop-up blocker is enabled.
Click here for a visual tutorial to show you how to fix these problems
6. As a Buyer, I made a payment, but the Seller/Merchant has indicated that they did not receive the email notification?
Some Sellers/Merchants have opted for email notification only. As such, the email may not have arrived at the Sellers’/Merchants’ mail server. The Seller/Merchant has the ability to Log In to UseMyBank and verifies that the payment has been made.
7. As a Buyer, what happens if I did not receive the product and/or service to my satisfaction?
As with any debit purchase in the physical world, you are buying from the Seller. It is the Sellers responsibility to satisfy you. If there is a problem with the product and/or service, contact the Seller directly. If the Seller does not resolve the issue to your satisfaction, please Contact Us. The Sellers must abide by certain rules and procedures in the resolution of disputes.
8. The money was debited but I haven’t received the value from the Seller/Merchant yet. What do I do?
Please contact the Seller who the payment was made to. This can be found in the email receipt you received upon a successful transaction. If the matter requires further assistances or action, please do not hesitate to Contact Us.
9. Error messages received while making a purchase.
If you are trying to make a purchase, you can proceed to that website and follow the steps to BUY/PURCHASE as directed on the Seller/Merchant website. If you are making a purchase and this is occurring, please refer to the error being displayed. In most cases, it is related to the login information being used, the account is not fully authorized to make payments, or there is an internal system problem with the account/transaction.
If you feel this does not answer the question, please feel free to send an email to support@usemybank.com for more assistance
10. My money has been withdrawn but did not show up at the Seller/Merchant?
Please send an email to support@usemybank.com with your name, phone number, time of transaction, amount, and bank used, and our Support Department will contact you or resolve the matter within 24 hours. If you need further assistance, please call our Toronto office at 1-888-259-2265. If it is after business hours, you may leave a voicemail message.
NOTE: While every attempt is made to resolve such issues as quickly as possible, these types of delays usually involve issues outside of our system, and cannot be resolved until the financial institution involved can be contacted, consequently sending the above requested details to our support team by email, rather than by telephone is the quickest way for our support team to accurately and efficiently handle these queries for you. Please be advised that such issues can take up to 3 business days for your financial institution to respond.
11. No email confirmation of funds deposited and/or withdrawn. What do I do?
Please send an email to support@usemybank.com with your name, phone number, time of transaction, amount, and bank used, and a main technical support person will contact you or resolve the matter within 24 hours. If you need further assistance, please call our Toronto office at 1-888-259-2265. If it is after business hours, you may leave a voicemail message.
NOTE: While every attempt is made to resolve such issues as quickly as possible, these types of delays usually involve issues outside of our system, and cannot be resolved until the financial institution involved can be contacted, consequently sending the above requested details to our support team by email, rather than by telephone is the quickest way for our support team to accurately and efficiently handle these queries for you. Please be advised that such issues can take up to 3 business days for your financial institution to respond.
12. I received an EMT from UseMyBank but it asks me for my ID. How do I find the answer to this question?
The answer to the question “What is your ID?” is sent to you in an email from support@usemybank.com with the subject line “Payment Credit to be Issued”. Simply enter this when you are accepting your transfer and the funds will be deposited instantly.
