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I cannot login to my bank account any longer. Can you advise?

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New User

I cannot login to my bank account any longer. Can you advise?

I used to be able to login to my bank account, but no longer can do so. My login and password have not changed. I am able to login with another browser.

30 REPLIES
SUMO Contributor

Re: I cannot login to my bank account any longer. Can you advise?

Did this just start today after updating to Firefox 19?

Some banks require that you run Trusteer's Rapport add-on or another anti-fraud program. Could you check with your bank on their requirements and see whether your system (and your Firefox) meets them?

Site Moderator

Re: I cannot login to my bank account any longer. Can you advise?

This can be caused by corrupted cookies or cookies that aren't send or otherwise blocked.

Clear the cache and the cookies from sites that cause problems.

"Clear the Cache":

  • Firefox > Preferences > Advanced > Network > Cached Web Content: "Clear Now"

"Remove Cookies" from sites causing problems:

  • Firefox > Preferences > Privacy > Cookies: "Show Cookies"

If clearing cookies doesn't work then it is possible that the cookies.sqlite file that stores the cookies is corrupted.

Rename (or delete) cookies.sqlite (cookies.sqlite.old) and delete other present cookie files like cookies.sqlite-journal in the Firefox Profile Folder in case the file cookies.sqlite got corrupted.

You can use this button to go to the Firefox profile folder:

  • Help > Troubleshooting Information > Profile Directory: Show Folder
New User

Re: I cannot login to my bank account any longer. Can you advise?

Cleared the cache, cleared the cookies, renamed cookies.sqlite to cookies.sqlite.old. Tried to login and got: "A system error has occurred while processing your last request. Please try again."

New User

Re: I cannot login to my bank account any longer. Can you advise?

The problem started several versions back (at least v16). I'd given up and been using another browser, but I can't view my checks in the other browser like I could when I could use Firefox to login.

Site Moderator

Re: I cannot login to my bank account any longer. Can you advise?

You can remove all stored data from a specific domain via "Forget About This Site" in the right-click context menu of an history entry (Show All History or History sidebar) or via the aboutSmiley Tongueermissions page.

Using "Forget About This Site" will remove everything like bookmarks, cookies, passwords, cache, history, and exceptions from that domain, so be cautious and if you have a password or other data from that domain that you do not want to lose then make a note of those passwords and bookmarks.
You can't recover from that "forget" unless you have a backup of the affected files.

It doesn't have any lasting effect, so if you revisit such a 'forgotten' website then data from that website will be saved once again.

New User

Re: I cannot login to my bank account any longer. Can you advise?

Certainly when I turn off Trusteer Rapport I can then log in to my Bank. I cannot log in to my Bank with Trusteer Rapport on. After logging out from the Bank I turn Trusteer Rapport back on again.

SUMO Contributor

Re: I cannot login to my bank account any longer. Can you advise?

Hi Woody99, I don't know why you need to disable Trusteer Rapport. Are they not updating it for Firefox any more??

New User

Re: I cannot login to my bank account any longer. Can you advise?

I had no problem logging onto my bank account just now using Firefox 18.0.2 from my wife's Mac Mini (OS 10.7).

I think this means the problem is with my iMac (OS 10.6), although I was able to login with an earlier version of Firefox (not sure what the version number was) and my iMac has been at 10.6 for several years. I'm sure I was running OS 10.6 when I last was able to login to my bank from my iMac.

New User

Re: I cannot login to my bank account any longer. Can you advise?

I tried "Forget about this site" as suggested and still got the "A system error has occurred while processing your last request. Please try again" message from my bank.