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Online Banking Frequently Asked Questions


  1. I am unable to access my online banking account information. What do I do?
  2. Why won't my PC stay registered? I have to answer security questions every time even though I tell it to register my computer.
  3. Where can I find contact information for a Bank of Ann Arbor employee or department?
  4. Registration Tips for Internet Explorer
  5. Registration Tips for Firefox

Q. I am unable to access my online banking account information. What do I do?

A. If you have forgotten your password, click the "forgot your password?" link in the Account Login box on the homepage. You will be prompted to enter and submit your access ID. Your password will be e-mailed to the address established during your first-time user session.

If a forgotten password is not the issue, please contact an online banking specialist for assistance at 734-327-0225. If you call outside the hours of 8:00am to 5:30pm, leave a message and your call will be returned as soon as possible.

Q. Why won't my PC stay registered? I have to answer security questions every time even though I tell it to register my computer.

A. Your PC may not stay registered for a number of reasons. Most often it is because some functions may clear out the temporary Internet files and cookies that our system looks for to recognize your computer when you sign in:

Functions that may erase temporary files or cookies:
  • Rebooting the computer
  • Rebooting the router
  • Automatic clean-up by anti-virus software
  • Performing a disk clean-up
  • Performing disk defragmentation
If you use a cable modem or DSL, the IP Address of your computer may change each time you access the Internet via your Internet service provider. Online banking is looking for the same IP address each time and won't recognize your computer if the IP address has changed.

Q. Where can I find contact information for a Bank of Ann Arbor employee or department?

A. A Staff Directory is located in the About Us section of our homepage. The Directory contains a list of important phone numbers, departments, and employees. If you need additional assistance, contact a helpful representative at 734-662-1600.

Registration Tips for Internet Explorer

Tools -> Internet Options -> Security -> Custom Level -> Scripting -> Active Scripting Must be enabled.
*This should already be true, otherwise the Javascript menus will not render.

Tools -> Internet Options -> Security -> Custom Level -> ActiveX controls and plug-ins -> Binary and script behaviors
* Not present on Windows 2000

Tools -> Internet Options -> Privacy tab -> add www.bankofannarbor.com and web6.secureinternetbank.com to the allowed sites in the site button. And Medium is the recommended setting for our cookies to be allowed.

Registration Tips for Firefox

Tools -> Options -> Main Icon
Go to the privacy icon. Check the box to accept cookies, make sure the drop down box where it says "Keep until" says "they expire".

Tools -> Options -> Content Icon
Check Box to enable javascript

Erase all browsing history and cache.
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Member FDIC and Equal Housing Lender