www.columbusmetro.org

MetroWeb Help

If you are having difficulty using MetroWeb, please check our list of frequently asked questions (FAQ) -- the information you need may already be at your fingertips!

If you read through the FAQ and do not find an answer to the problem you're experiencing, please email us at cmfcu@columbusmetro.org. Be sure to include the following information so that we can pinpoint the problem as quickly as possible.

• Describe the problem you're experiencing in detail
• Tell us which operating system you're using (Windows XP or Windows 2000, for example)
• Tell us which browser you're using (for example, Internet Explorer version 7.0)
• Tell us how you're connecting to the Internet (i.e. cable, DSL, 56k modem)

Getting Started | Browsers | Passwords | Error Messages | Money/Quicken | eStatements | Check Images | Visa Cards

Getting Started

Q: What do I need to start using MetroWeb? Back to top

A: You must be a Columbus Metro member and complete a MetroWeb application. If you have not completed an application, you can pick one up at any of our offices or print one from the Online Forms page of our web site. If you have already completed an application but do not remember your password, please contact our Member Services department at 614.239.0210 or 800.986.3876 or email us at cmfcu@columbusmetro.org.

You will also need a computer with either the Windows or Mac operating system, Internet access and a supported web browser such as Internet Explorer or Netscape.

Q: Is MetroWeb secure? Back to top

A: MetroWeb is accessed through the Internet using state-of-the-art security. All data transmitted between you and the credit union is automatically encrypted using Secure Sockets Layer (SSL) technology, ensuring the safety of your personal financial information. To provide the highest level of confidentiality and security available, we recommend that you use a browser that supports 128-bit encryption technology (all of our supported browsers do).

For added security, your information is passed through a firewall. The firewall keeps unauthorized users from accessing data.

In addition, the confidentiality of your account is protected at all times since only you know your MetroWeb password. All MetroWeb transactions and inquiries require both your credit union account number and password. If you believe your password has been compromised, you can change it yourself or contact us for assistance.

Browsers

Q: What web browsers can I use with MetroWeb? Back to top

A: The following browsers are officially supported for use with MetroWeb:

• Internet Explorer 6.0 with Service Pack 2 (Windows XP)
• Netscape 4.x (all versions)
• Netscape 6.x (all versions)
• Mozilla 1.7.5 (Mac)
• Netscape 7.2 (Mac)

Most users will have no problems accessing MetroWeb with these browsers as well (some colors and other minor details may display differently). However, credit union staff cannot provide technical support:

• Mozilla Firefox 1.5 (PC)
• Opera

The following browsers are not recommended for use with MetroWeb:

• AOL
• Web TV
• Internet Explorer (Mac)
• Safari (Mac)

Users of All Browsers:
Make sure you do not disable your computer's ability to accept cookies, or MetroWeb will not work properly.

Internet Explorer Users:
Microsoft's Internet Explorer does not include the Virtual Machine (Java) component, which is required for MetroWeb to function properly. If you are having difficulty using MetroWeb and your browser is Internet Explorer, you may need to download and install the Virtual Machine component. Once you enable Virtual Machine, you'll need to restart your computer for the change to take effect. Click here to download Virtual Machine.

Internet Explorer 7.0 Users:
Internet Explorer Version 7.0 users should not have any problems accessing and using MetroWeb. However, you will need to turn off the built-in pop-up blocker, phishing blocker and the TLS 1.0 option in order to access your eStatement, MetroWeb Bill Pay and your credit card information via the EZCardInfo site.

To turn off TLS 1.0:

1. From the Tools menu in Internet Explorer, click Internet Options.
2. Click the Advanced tab and scroll down to the Security section.
3. Uncheck the box next to TLS 1.0 and click OK.
4. Close your browser window and reopen Internet Explorer for the change to take effect.

The pop-up and phishing blockers can be turned on and off by selecting Tools from the toolbar and going to the Options section.

AOL Users:
Instead of using AOL's browser, connect to the Internet as usual, minimize AOL's browser and use Internet Explorer, Netscape or another supported browser.

DSL/Cable Internet Access Users:
Users of DSL and cable Internet service providers such as Zoomtown, RoadRunner, etc. should be able to connect to MetroWeb. If you experience problems, please contact your Internet service provider first to make sure your network settings are correct. If you access MetroWeb from work, please contact your network administrator first to see if your PC is set up properly.

Passwords

Q: How can I change my password? Back to top

A: Sign on to your account and select Change Password from the main menu. Your new password should be between 4 and 20 characters and can be any combination of letters and numbers. MetroWeb is case sensitive, so if you use letters, be sure to remember whether they are upper- or lower-case.

Q: Internet Explorer memorized my password. How can I make it forget? Back to top

A: You will need to clear Internet Explorer's password folder as follows:

1. Open your browser window and select Tools, then Internet Options.
2. Click the General tab.
3. Under Browsing History, click the Delete Button.
4. Under Passwords, click Delete Passwords, then click Yes.
5. When the passwords have been deleted, click Close and then OK.

Please note: Clearing this folder will eliminate all your saved passwords; you cannot pick and choose. To prevent unauthorized access to your account, we recommend that you not allow Internet Explorer to memorize your MetroWeb password. After you clear the passwords folder, you may want to disable this option. To do this, go to Internet Options, choose the Content tab, click AutoComplete, click Settings and remove the check mark from the box that says "Prompt me to save passwords" and click OK.

Error Messages

Q: I have successfully logged on, but I cannot see the menus on the left side of the screen. Back to top

A: To view MetroWeb's menus properly, you must have Virtual Machine (Java) installed and enabled in your browser's options. Microsoft's Internet Explorer does not include the Virtual Machine (Java) component. If you are having difficulty using MetroWeb and your browser is Internet Explorer, you may need to download and install the Virtual Machine component. Click here to download Virtual Machine.

Once you enable Virtual Machine, you'll need to restart your computer for the change to take effect.

Q: An error message says my account is frozen. What happened, and what do I do? Back to top

A: Your account is frozen after ten unsuccessful attempts to logon because of an incorrect password. This is a security feature to protect your account from unauthorized access. If you receive this message, contact the credit union for assistance at 614.239.0210 or 800.986.3876 or email us at cmfcu@columbusmetro.org.

Q: Why do I receive a message about my last successful and/or unsuccessful logon attempts every time I access my account? Back to top

A: This is a security feature that simply tells you the last time you logged on to your account. A successful attempt is recorded when you enter your account number and password correctly and access your account information. An unsuccessful attempt is recorded when logon is prevented because an incorrect account number or password is entered. Please note that both MetroWeb and MetroTeller utilize the same logon record, so the time of your last successful logon could be for either MetroTeller or MetroWeb.

Q: After I log on, an error message says The page has expired due to inactivity. Why? Back to top

A: This may happen if you ended your last MetroWeb session without clicking the End Session link. The cookie on your hard drive has expired, and the browser is opening this page from your hard drive rather than making a new connection with our server. You can correct the problem as follows:

1. From the Tools menu in Internet Explorer, click Internet Options.
2. Click the General tab.
3. Under Temporary Internet Files, click Settings
4. Under Check for new versions of stored pages, click the button next to Automatically. If this does not clear the problem, follow the same steps and activate the Every visit to the page option.

Q: Why do I receive invalid account and password messages after I log on to MetroWeb? Back to top

A: When you log on to MetroWeb, the system advises you that you have successfully logged on. If you receive an invalid account and password message after that point, it may be that your browser is not enabled to accept cookies. Cookies must be enabled for MetroWeb's security features to work.

Cookies are simply text files used by the browser to track information about your MetroWeb session. They are not destructive or malicious in nature. Without cookies, you would have to re-enter your account number and password each time a new page on the site was accessed. When you click the End Session link to log off of MetroWeb, all cookies are automatically deleted. If you end a session in any other way, the cookies will expire so that the information becomes useless.

If you are not sure whether your browser is enabled to accept cookies, open your browser window and select Help from the menu at the top of your screen. You can search the Help files for more information on enabling cookies on your browser.

Q: What can I do when the pages don't load properly or when I receive a page not found message? Back to top

A: Clearing your browser's cache may help. The cache keeps copies of frequently visited web page content and information on the hard drive of your computer. This is to help reduce the amount of time you are connected to the Internet. Although it may seem that you connect to a site faster, you may not be viewing the most up-to-date content.

To clear cache, follow the instructions for your web browser below:

Money/Quicken

Q: Why am I experiencing problems downloading to Quicken? I am using Quicken 2002 or an earlier version. Back to top

A: Some Windows and Internet Explorer users may experience problems downloading their account information to the financial management software Quicken. The data may download as a web page and the user is unable to save it in a format that is recognized by Quicken. This can occur if the Multipurpose Internet Mail Extension (MIME) content type of the document is not properly defined. To resolve this issue, you need to specify the correct content type as follows:

1. Double-click My Computer, and then click Folder Options in the View Menu.
2. Click the View tab in the upper left corner of the Folder Options window, and verify that under the Hidden Files folder the "Show All Files" circle is selected.
3. Again, under the View tab, verify that the box for "Hide file selections for known file types" is not selected. NOTE: If needed, click either the circle and/or box to select or clear them, and then click Apply.
4. Click the File Types tab in the upper left corner of the Folder Options window.
5. Click the New Type button
6. At the bottom of the Add New File Type window, verify that the "Confirm open after download" checkbox is checked.
7. In the Description of Type box, enter: qif
8. In the Associated Extension box, enter: qif
9. Under the Actions heading, click the New button.
10. In the Action box, type: OPEN
11. In the "Application used to perform action" box, type: c:\windows\notepad.exe
12. Click the OK button
13. Click OK until all dialog boxes are closed.
14. Click Close on the Folder Options window.
15. Try downloading a Quicken file from MetroWeb to see if you are prompted to save the file.

Q: Why am I experiencing problems downloading to Quicken? I am using Quicken 2003 or later. Back to top

A: You cannot download a file from MetroWeb for Quicken 2003 and later versions. These versions only recognize files saved in the QFX (file extension .qfx) format, while earlier versions utilized a QIF (file extension .qif) format. Intuit, the maker of Quicken, no longer supports the QIF format and it will not work with the 2003 or later versions of the software. Currently, MetroWeb does not support the creation of the new QFX format. Doing so would require the payment of a substantial annual fee to Intuit, and we have decided not to do so at the present time. If we find that an overwhelming number of our members are utilizing the more recent versions of Quicken and would like to have this capability, we may consider it. However, this is not currently the case. Using an earlier version of Quicken will allow you to dowload files from MetroWeb.

E-Statements

Q:What is an e-statement and how do I sign up? Back to top

A: E-statements allow you to access your regular account statement online rather than receiving them in the mail. Accessing your e-statement is fast, easy and secure. For more information, read our E-Statement FAQ. To sign up, log on to your account and click the eStatement tab under the Account Balances menu and MetroWeb will walk you through process. Click the same eStatement tab to access your statements or to cancel e-statements and receive your statements by mail again.

Q: How do I access my e-statement? Back to top

A: Once you receive notification that your e-statement is available, you can view it by logging on to MetroWeb with your account number and access code. Select Account Balances from the main menu, then select eStatement. On the eStatement page, click on the red Get My E-Statement link. You'll be directed to a page displaying PDF icons for statements currently available online; simply double-click on the PDF icon to open the document. You must have Adobe Acrobat Reader installed on your computer to view e-statements; click here to download the free Adobe Acrobat software.

Q: Why can't I view my e-statements? Back to top

A: MetroWeb provides access to your e-statements via a secure connection to a third-party provider. There are several reasons why you may not be able to view your e-statements:

• If your PC does not have Adobe Acrobat Reader, you will need to download and install the program before you can view your e-statement.
• If you are running a personal firewall, you may need to grant access to the e-statement site and permit redirects to it. You may choose to temporarily disable your firewall while accessing your e-statement.
• If you have particularly high security settings on your PC, you will need to enable cookies to view your e-statement. When you click the e-statement link, you are actually redirected to another secure site, so it is important that you have cookies enabled for both MetroWeb and the e-statement site as well. The address for that site is https://www.mystatement.org.
• If you have not had problems viewing your e-statements in the past, the provider's server may be temporarily unavailable due to technical problems or scheduled maintenance. If this is the case, we recommend you try back later.
• If you have pop-up blocking software on your computer, you will need to temporarily disable it in order to view your e-statement.
• If you are looking for a statement more than four months old, please contact the credit union. Due to storage limitations, only four months' worth of statements are available via MetroWeb. We recommend that you save copies of your e-statements to your PC's hard drive or a disk for future reference.
• If you are using Internet Explorer 7.0, you will need to turn off the phishing and pop-up blockers as well as TLS 1.0. Refer to the Browsers section above for more information on disabling these options.

Q: When I click the link in my e-statement notification e-mail, I see an error message indicating that there is a problem with the site's security certificate. Should I be concerned? Back to top

A: The link you refer to goes to the login screen for MetroWeb. Members who use Internet Explorer 7.0 may see this message. The warning displays because our security certificate was purchased for our original URL, which was colsmetrofcu.org. We then acquired the columbusmetro.org domain name and began using it instead. We own both URLs and both sites are secure, so it's OK to click "Continue to this web site" (even though the warning says it's not recommended). If you prefer, you can go to www.columbusmetro.org and click on the MetroWeb tab at the top of our home page to avoid the message entirely.

Check Images

Q: How do I access my check images? Back to top

A: To access your check images, start by viewing your checking account history. Scroll down through your transactions until you see the details of a check clearing your account. There are seven columns with details about the transaction: Date, Amount, Fees, Penalty, Description, Miscellaneous, and New Balance. In the Miscellaneous (Misc) column, the check number is listed. Click on the check number (the color will change from blue to red as you roll your cursor over it), and a pop-up window will appear with an image of both the front and back of the check in question. Once the check appears in the window, you may simply view it, or you may choose to print it or save it to disk.

Q: Why can't I view my check images? Back to top

A: MetroWeb provides access to copies of your cleared checks via a secure connection to a third-party provider. There are several reasons why you may not be able to view your check images:

• If you have not had problems viewing your check images in the past, the provider's server may be temporarily unavailable due to technical problems or scheduled maintenance. If this is the case, we recommend you try back later.
• If you have problems viewing a specific check but can view others, it may be the way your check was processed. Checks that are processed manually in one of our offices or via ACH are not available online. Call us or send us an email, and we can determine how your check was processed and whether a copy is available through other means.
• If you have pop-up blocking software on your computer, you will need to temporarily disable it in order to view your check images.
• If the MICR line of your checks (the bottom line with our routing number, your account number and the check number) does not have a 14-digit account number, you will not be able to view your checks online. Contact the credit union to find out how you can order new checks with the appropriate account number format.

If you eliminate the possibilities above, email us at cmfcu@columbusmetro.org for further assistance.

Visa Cards

Q: My Visa credit card information doesn't appear with my other loans in MetroWeb. How can I access that information? Back to top

A: Your Visa credit card information is not available on MetroWeb because it is maintained on a separate data processing system. You can obtain information about your Columbus Metro Visa account by selecting Visa Summary from the Account Balances menu. This link will direct you to www.ezcardinfo.com, a secure site where you can get current balance, payment due and other information about your Visa card. The EZCardInfo site requires you to sign up with a separate username and password if you haven't already; have your card handy when you sign up. You do not have to log on to MetroWeb to access www.ezcardinfo.com; you can bookmark it or save it as a favorite, or link to it from our home page at www.columbusmetro.org.